We were contacted by the hotel we had booked through Expedia, that they were closed due to Covid-19 and would 100% refund us for our hotel booking...all we had to do was cancel the reservation through Expedia. We did once we received email confirmation from hotel that that was the case (since *** had put a restriction that we could no longer get 100% refund due to 30-day prior to check-in had passed). We cancelled the reservation and have yet to received a refund. I contact an Expedia representative multiple times to request status of refund (It's been more than 2 months now) and we haven't received any refund or status of the refund.
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 22nd, 2020 via Expedia website for arrival on April 7th, 2020 and departure on April 10th, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 8:00 PM local hotel time, Sunday, March 8, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.May 15th through June 3rd, the customer contacted our customer care team to inquire about a refund. The customer was eligible for a voucher but due to hotel closure we were able to obtain a refund for the stay.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $549.72 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have spent 20 hours trying to contact Expedia via chat and phone with no response. I cancelled my flight and have not received any detail on my refund or credit. It’s like they disappeared and are non exist. This is a time to support customers and Expedia has had the worst showing through a crisis. I expect they will lose all of their customers. True colors show in a crisis.
Expedia.com Response
• Jul 17, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased an economy flight with *** Airlines for travel to New
York, NY, from June 9, 2020 to June 11, 2020. The fare rules provided and
agreed to at the time of purchase stated that the flight is nonrefundable, but
changes could be made with a fee of $200.00.The
flight was not canceled by the airline and was operating as scheduled when the
customer canceled it. The airline is allowing customers who voluntarily cancel
flights to exchange the ticket with the change fee waived, and providing extra
validity time. They are not offering a refund. Expedia does not have control
over flight schedules and cannot waive the terms and conditions of items
purchased.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
This complaint is in response to Expedia itinerary number: 7446700039805
On 6/23/19, I made a hotel reservation for *** in Manuel Antonio, Costa Rica. The reservation was originally booked for a stay between 3/23/20-3/28/20. I made this reservation online at expedia.com.
Unfortunately, I had to cancel this reservation on 3/22/20 as a result of COVID-19. Due to COVID-19, call volumes through the Expedia call center were very high and I could physically not get through to an agent in order to request a refund. As such, I had to cancel this reservation online and was not issued a refund for the reservation because I was outside of the hotel's standard cancellation period.
Having said that, I have since rebooked directly with the hotel (not through Expedia) for a new date (7/20/20-7/25/20); as I mentioned above, the only reason I cancelled was due to COVID-19 concerns. The state of Ohio (the state in which I reside) issued a stay at home order on 3/23/20 so we would not have been able to travel. In addition, Costa Rica issued a travel ban that prevented non-residents from traveling into their country.
I have called Expedia multiple times (between 5-6 times) and have spoken to a different agent each time that has been unable to resolve my issue. My request is to receive a full refund of $2,005.75 and no one at Expedia seems to be able to assist in getting this escalated. I realize that my cancellation was outside of the standard period, however COVID-19 is a massive EXCEPTION scenario that is preventing travel across the country.
Each time I have called Expedia an agent has told me that they would research and get back to me. I have yet to receive an email or phone call back to achieve resolution.
I look forward to your reply and a resolution to my problem.
Expedia.com Response
• Aug 14, 2020
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our
findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on June 23,
2019 via the Expedia website for arrival on March 23,2020 and departure on March
28,2020. At the time of booking, the customer agreed to the following
cancellation policy:Cancellations or changes made after 6:00 PM local hotel
time, Monday, March 9, 2020 are subject to a hotel fee equal to 100% of the
total amount paid for the reservation. If you fail to check-in for this
reservation, or if you cancel or change this reservation after check-in, you
may incur penalty charges at the discretion of the hotel of up to 100% of the
booking value.As part of our efforts in dealing with COVID-19, we have
worked with our hotel partners to provide as much flexibility possible, and in
our communications with the *** , they have agreed to a future
travel voucher for your booking.The voucher is issued through Expedia and is valid for one
year/twelve months from the date of issuance. The voucher can only be used on a
prepaid future travel booking with the same hotel property as originally
reserved.Resolution: We would like to offer our apologies for any inconvenience
the customer may have experienced while trying to reach a resolution. We’ve worked incredibly hard to push our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for bookings that are ordinarily non-refundable.Upon receiving the customer’s request, we reached out to the
property to explain that the customer had rebooked through the property
directly and was requesting a refund on their original reservation.
Regrettably, we were unable to obtain approval for a refund for the customer’s
booking from the hotel. We recognize that a voucher may not be what the customer was
looking for but know that these are extraordinary circumstances that travel
partners are trying to work through. We are still bound by the property's terms
and conditions and this is the only option that they're providing at this time.Our records indicate the voucher was issued to the customer
on June 19,2020 and is available for use in the customer’s account. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards,The Expedia Team
I booked an anniversary trip (It# ***) to Italy on November 30th, 2019 to Rome, Italy with a departure date of May 7, 2020. At the time of booking, the current circumstances with COVID-19 were unforeseeable and unknown. I find it extremely unfair that I am having to resort to a airline credit and having to spend the time and money I spent on insurance for a dispute/claim for which money I am not guaranteed back by the insurance company. This is of course, over the pandemic--something nobody had control over. So again, very unfair. I should also note that I have tried to settle this without having to submit a complaint when I emailed Expedia back in 3/25/2020 and 4/6/2020. Both emailed were completely ignored. I have booked trips with Expedia in the past and never had a bad experience until now... I am extremely disappointed. Should this not be resolved, I will make sure I submit another complaint to every public platform left, starting with Consumer Affairs.
Expedia.com Response
• Jul 14, 2020
July 14, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding
a flight reservation. We understand Mr. *** is requesting a refund for his flight and the Travel
Protection Plan due to COVID-19.
Our records indicate that on November 30, 2020, Mr. ***, or an authorized user of his Expedia
account, self-booked a flight reservation using Expedia’s website, under itinerary *** for two travelers.
Departure on *** Airlines from Washington, DC to Rome, Italy on May 7, 2020 and returning on May 14, 2020 with
added Travel Protection Flight Protection Plan.
We've worked hard to advocate for as much flexibility as possible. Per *** policy in effect due to COVID19, Expedia
customers would receive an airline travel credit. The credit is simply the unused value of their current ticket to be used
as a credit toward a flight on the same airline. In this case, the will be no change free of charge until 30/11/20. When
Mr. is ready to rebook he is responsible for any fare difference if the original fare is not available.
In addition, you were advised of the Terms and Conditions of your Travel Protection Flight Protection Plan, which was
also available to you at the time of booking and within your booking confirmation email. The Plan is administered by
Aon (Travel Guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because it provides no solution.
I purchased a travel insurance, premium 108 USD from Expedia back in November 2019. I contacted Expedia few times to get the refund. I was told refunds are issued only 15 days after purchasing the policy. This was an international trip to Europe and it was cancelled by *** airline. The fare was 1,671.50 USD. Economy class. Due to Covid-19 *** refunded a full amount and did not do it through the travel insurance either, therefore108.00 USD is still in possession of Expedia and did not serve For any purpose due to the unfortunate circumstances we are finding ourselves in.
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flight insurance. Our
records reflect a Flight Protection Plan provided by Travelguard for two travelers. We understand Ms. is requesting a refund as her flights have already been refunded.The insurance the
customer purchased was effective from the date of purchase through the date the
trip was cancelled. Insurance was refundable within 15 days after purchase.Unfortunately
we are unable to provide a refund. We apologize for any inconvenience this may
cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had a reservation for a hotel room for March 17th through March 19th. The event in which I was suppose to attend was cancelled due to Covid . I spoke to the hotel and cancelled on March 15th. I disputed with my credit card and Expedia came back and charged and claimed I never cancelled, and said it was non refundable. I have no control over a pandemic. They are telling me they may give me a coupon. I don’t want a coupon as there is no eta on whether my event will ever be rescheduled. I want my credit card refunded. As I will never use Expedia again.I found out that Friday and I canceled the 15th it was for the 17th or the 19th and 85 and change
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our
findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on March
07,2020 via Expedia’s mobile site for arrival on March 17 and departure on March
19,2020. At the time of booking, the customer agreed to the following
cancellation policy: The room type and rate selected are non-refundable. Should
you change or cancel this reservation for any reason, your payment will not be
refunded.On July 03,2020 the customer contacted our customer care
team to request a refund for their reservation. At this time, customer care was
unable to get in touch with the property to request a refund and the request
was assigned to our offline team for follow up. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon receiving the customer’s refund request, we reached out
to the property to see if they would be willing to offer a refund given the circumstances. Unfortunately, we were not able to obtain approval for a
refund from the property. As we were unable to obtain approval for a refund
from the property and they have billed Expedia in full for the booking, we can’t
issue a refund for the customer’s reservation. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Customer Response
• Aug 14, 2020
Complaint: ***
I am rejecting this response because: I contacted the hotel and they told me to reach out to Expedia. I had no intentions of cancelling . I have no control over a worldwide pandemic. So because I can’t control that and my meetings were cancelled to protect my safety. So it seems as though Expedia promotes spreading the virus and not protecting people’s safe. I’m paying for a service I never received because I could not, that is fraud. I have never heard back from any of the people I spoke to at Expedia as well that is poor customer service . So I find it hard to believe the hotel said that if I talked to them first as they said it was booked through a 3rd party and then they had me contact Expedia .
Sincerely
Expedia.com Response
• Aug 20, 2020
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We reached out again to the hotel property regarding a refund, they have agreed to waive the penalty of your reservation in full. We have processed a refund in the amount of $185.10 USD onto the original form of payment.
The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I have booked the trip to Cancun through Expedia back in the early January 2020. After my trip was settled the Airline Company *** start changing my flight time around several times. After one of the changes my air tickets on my Expedia.com appeared so that timing or arriving to y transfer point was later than departure to my final destination from the transfer point. At that point I called Expedia customer service support to discuss this issue on January 29, 2020. The representative I spoke to find the issue and because I couldn’t change my flight to any other day they cancel this booking and due to that it wasn’t my fault to cancel the flight they assure me I will get a full refund. Eventually after waiting 8 weeks I only get a taxes refund from the airline company. I was trying to reach out to Expedia so many times to solve this issue but they keep readdressing this issue back to airlines. Airlines meanwhile say the refund was process correctly because the flight was properly adjusted the day before I cancel it. That adjustment didn’t appear on my Expedia account, so due to their system error or representative mistake they preceded my cancellation wrong. Now they deny refunding me saying that airline is holding the situation not them. I want my $1500 back to me. If this won’t be solved I will have to file case to the court, I am not giving up this money
Expedia.com Response
• Jul 14, 2020
July 14, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs.
*** is requesting a refund or a future travel credit for her flight due to COVID-19.
Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that Mrs. to reply with
the applicable itinerary number and email address associated with this complaint.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I booked a flight last January, which was for April 15-May 3rd. This was a non-refundable flight from LAX-Manila PhilippinesBut Because of COVID19 my flights were canceled and Ibegan contacting Expedia about rescheduling or canceling my reservation. There’s was no flight available until further notice from the direct airlines which is *** Airlines. Iwas told that if I keep the voucher instead of refund by expedia representative I don’t have to worry about extra fee later on if I am flying the same exact city and airlines as long as I fly on the valid date of voucher which was until January 2020. After reading through Expedia’s website, we came across a page about COVID19 which stated — the policy has changed about non-refundable hotels and flights and cancellation of the reservation will result in a full refund. It was also stated on the direct airline website. I callled many times about this reservation and I were told I can’t get a refund only voucher. Everytime I called their representatives will tell me different things. I ttried contacting the airlines, however, the airline has closed due to COVID-19 at the meantime. Throughout this process of trying to contact Expedia agents, many of them were not giving us proper information and hanging up the phone. We asked to speak to a few supervisors, which were no help either and said there is no place for Expedia members to file a complaint.
Expedia.com Response
• Jul 16, 2020
July 16, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. *** is requesting to a full refund of her flight due to COVID-19.
Our records indicate that on January 24, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Los Angeles, California to Manila, Philippines on
April 15, 2020 and returning on May 3, 2020.
When researching this matter, we were able to send the ticket up for a full refund on July 15, 2020. Please note that each of our airline partners establish
their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. To explain it further, the refund
is a two-step process. First, it takes Expedia 7-10 business days to arrange the refund with the vendor. Then, we notify your bank. The vendor then, as a
second step, works with your bank to credit back the funds, so your bank's billing cycle determines the turn-around time. It could take up to at least two-
three billing cycles for the refund to appear in your credit card statement.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I had a direct flight purchased from Expedia from March 19th to March 26th, 2020 which got changed to August 19th to 26th, 2020. The flight was changed without notifying me. I only found it by looking up my reservation, it has changed to lay overs and very long flight time which I was avoiding traveling with a young child and also that is NOT what I paid for. I have requested a refund which the airline website states that I am owed since I do not approve of the modifications to my flight. I have been hung up on multiple times with no call back, disconnected over and over through their virtual agent. They state they put in for a refund 2 weeks ago, I have heard nothing, my reservation shows active of the airline website so it clearly has not been canceled. I want my money back, plain and simple
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. Our records show November 12, 2019, Ms. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** departing on March 18, 2020, from Seattle, WA USA to London, England, UK and returning on March 25, 2020, for a total of $2,464.20. We understand from Ms. is seeking a refund due to an airline schedule change that affected the flight. We can confirm on March 7, 2020, Ms. contacted Expedia to determine if she could cancel the flight for a full refund. However, *** had not issued a flexibility policy to override their non-refundable conditions see below:*** Ticket Terms: Tickets are nonrefundable, nontransferable and name changes are not allowed*** Fare Class Restrictions:Bring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChoose your seat at check-in onlyBring a personal itemCancellations not allowedChanges not allowedUpgrades not allowedOn March 13, 2020, Ms. contacted Expedia to use the airfare credit issued by ***, based on the Corona-virus pandemic. Therefore, we provided the flexibility terms in the following manner, travel must be completed by September 30, 2020. The flight selected departs on August 19, 2020, from Portland, OR USA to London, England, UK and returning on August 26, 2020.On May 17, 2020, we received an airline-initiated schedule change notification which resulted in the need to communicate if Ms., Subject: Requested Email: Flight Complaint - Itin: ***Dear ***,We are contacting you from Expedia in regards to your flight status since the schedule has been modified by the airline and there are some options that you can take with no extra charges. We were trying to reach you at the phone number on the account 1-503-523-9211, however, there’s no answer.Since it is really important to give you this information, find below the changes and the options available:Your departure flight on August 19th from Portland, OR, United States-PDX going to London, England, UK-LHR originally schedule to leaves at 07:42 PM has been change and *** has 2 options:August 19th leaving at 11:30 AM from Portland, OR, United States-PDX arriving at 04:47 PM in London, England, UK-LHR (nonstop)August 19th leaving at 06:42 PM from Portland, OR, United States-PDX arriving at 08:40 AM (next day AUG 20th) in London, England, UK-LHR (nonstop)And for the returning flight on August 26th your flight has not been modified, it’s leaving London, England, UK-LHR at 12:50 PM arriving Portland, OR, United States-PDX at 03:21 PM.To confirm one of those options for the departure flight we need you to reply to this email with the best phone number to call you back, or list your approved flight so we can reissue your tickets.We will be waiting for your response on the next 48 hours.On March 19, 2020, Ms. replied by email she selected to depart at 6:42pm from Portland, OR USA and arriving in London, England UK on August 20, 2020 at 8:40AM. In addition, Ms. also stated within that same reply, that she’d rather cancel and travel next year. Regrettably, the flexibility policy issued by *** states travel must be completed by September 30, 2020.Between May 29, 2020 and July 16, 2020, Ms. contacted Expedia to request a refund for the flight due to an airline-initiated schedule change. In order to determine if the flight is eligible for a full refund, we contacted ***. We advised Ms. that due to the unprecedented times, *** is unavailable by phone, an email was sent to request a full refund on Ms.’s behalf. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, ***.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On July 16, 2020, we received a response from ***, as a direct result of the crisis and global travel restrictions, *** has made significant cancellations within their flight program and they have received a heightened volume of refund requests. We are unable to provide an exact date that *** will determine if Ms.’s flight qualifies for a refund. In some cases this may take up to a maximum of 120 days in total to approve/process or to deny the refund request. Additionally, *** has full control over Ms. tickets and they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary. In-conclusion, Ms. may contact *** to discuss the application’s status. Due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because: I was never notified of my flight change. NO ONE has contacted versus email or phone. On May 19th, 2020, a supervisor wrote *** asking for a refund because I qualified for a refund. I was copied in the email to *** from Expedia and have received no reply from anyone. Now the flight is totally canceled. *** does not have a right to keep my money and neither does Expedia. By law, they canceled the flight in August. This is illegal to keep my money. I have made multiple attempts to reach out to Expedia to resolve this flight, I either get disconnected and no calls back or when I do the Live Chat it repeatedly disconnects when the person says they can help me. This is fraudulent activity, I have saved all conversations. I have looked online and there are multiple people complaining of the same thing. I have cell phone records showing no one has reached out to me and no emails. This statement given is just their way of backing out of being responsible. It has been 60 days from the email, so I wait another 60 days after I was told multiple times it would be 30 days?
Due to covid19 my trip to Jamaica in April of 2020 was cancelled and I received a refund from Expedia but I was missing $174 which is not right I feel that I should have my full refund and they kept $174. I am a single mother and that is a lot of money to be out of.
Expedia.com Response
• Jul 14, 2020
July 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a Vacation Waiver. Our
records reflect a Travel Protection Vacation Waiver for three travelers. We understand Ms. is
requesting a refund.Per the Terms and
Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver
remains non-refundable. Unfortunately
we are unable to provide a refund for $174.00. We apologize for any
inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 16, 2020
Complaint: ***
I am rejecting this response because: I do not understand why I cannot get a refund for the $174. Everything had to be canceled due to COVID 19 NOT because I chose to and I received a refund for everything else when they usually do not refund. I am upset that this cannot be easily resolved and get refunded. Like I said before $174 is a lot of money to be out of during a time like this and not working for 2.5 months.
On 1/31/20-2/2/20 I prepaid for a two night stay at a hotel. I arrived at the hotel. It was filthy with bed bugs. There was no lock on the door. The lights were broken. The elevator was broken. I left within ten minutes. I brought my key to the lobby and told them I was seeking a refund. They told me that because I booked through Expedia.com, I needed to request refund from them. I left and was lucky to get a hotel room 10 minutes from that one. I paid over $400.00 for the hotel room. On 2/3/20 I called my credit card company to report the dispute and that I was expecting a refund. A month went by and there was no refund. My credit company and I called the hotel who stated they processed the refund from their end back to expedia. We called expedia. Expedia confirmed this. They said they would process refund right away. Another month went by and no refund. My credit card company says I must take it up with Expedia. I have reached out to Expedia 5 times to date. On 5/31 I received an email stating that the refund has been processed. It is 6/3/20 and I still have no refund to my card. I called Expedia again today and they said " they will need to look into it furthur!!!". Please help.
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on January 10, 2020 via Expedia’s website for arrival on January 31 and departure on February 2, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 132.36 USD on March 30, 2020. However, due to a dispute filed with the customer’s financial institution, the refund failed to process back to the customer’s card. Typically, when this occurs, the customer will receive a refund through their bank directly rather than Expedia. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Upon receiving the customer’s request, we were able to confirm that the customer didn’t receive a refund through the dispute process. As such, we have reissued the customer’s refund in the amount of 132.36 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
Booked and canceled a trip on the same. Went online and called and got confirmation that trip was canceled and nothing would be charged. Next day charge appears on my credit card. Was told credit should show within 5 business days. Called multiple times to inform no credit was showing and was continuously told it would show up by the 5th business day. On the 6th business day, I am now told it might take 30 days. Imagine telling your employee that they are going to get paid on Friday, then Friday comes and they say boss, I have not gotten paid...and your response is oh we are going to pay you within the next day 30 days. That would never fly, nor should it be acceptable for a company to lie about when you should expect a refund for something that was canceled the same day, and told multiple times that the credit would show up with in 5 business days and no credit is issued. Expedia should have a way to push a credit back to my credit card, just like then can debit. No major company that I have ever worked with, as taken more than 24 - 48 hours to issue refund. This is an acceptable for company to lie like this and still have an A+ rating. This company should be investigated for using the interest they make by not crediting refunds immediately as they should
Our *** flights from NYC to Rome Italy were cancelled for to covid. We attempted to cancel our Expedia flights from Rome to Sicily which were booked through Expedia. They refused a refund but offered a voucher good through January 2021. The airline themselves said the voucher Expedia issues should be good through June 2021. Expedia refused to honor this policy. We are selling a fill refund due to Covid travel restrictions.
Expedia.com Response
• Jul 13, 2020
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.We located
multiple itineraries between Rome, Italy and Trapani, Italy, or Catania, Italy.
We did not find any itineraries for *** Airline, or from New York, NY, USA. You
may provide the itinerary number of the itinerary with the flights in question
and we will review them further.In
general, *** Airlines tickets fall under the terms and conditions as set by
*** Airlines. Tickets issued through Expedia are valid the lesser of, when
the airline advises they are valid to, or until the electronic ticket record is
purged by either the airline or their global distributions system in which they
offer fare for sale through. The standard policy of competing travel within one
year of the issue date has been extended for many passengers affected by the
pandemic. Additional extensions may also apply in the future if provided.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
In February I purchased three plane tickets with *** airlines through Expedia to fly from Chicago to Spain through Lisbon on June 12th. Airline cancelled the flights and their routing from Chicago to Lisbon and Spain. When contacted to request a refund, which *** is required by UE decree 261 to provide, they told me I had to go through Expedia because they had issued the tickets, and that they had already been instructed on what to do for refund purposes. After many calls and many hours on hold, Expedia tells me thy need time and continue mentioning to contact the airline for a refund. The only option they offer for now is a flight voucher, which I am not interested in because the airline is not operating that route until October. Every time I call they keep me waiting for a couple of hours and take me through the same process of first telling me about the voucher, then to contact the airline, then that they need time to process the complain. In the meantime, I am loaning Expedia this amount of money while I know that the arline is required by law to refund them.
Expedia.com Response
• Jul 13, 2020
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased two sets of tickets for three passengers with ***
for travel from June 12, 2020. The airline as taken control of their own
tickets due to the pandemic. All refunds must be approved and processed by them
directly. We have forwarded the request to the airline and will advise the
customer if we receive a reply. The airline may reply directly to the customer,
in lieu of responding to Expedia.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had booked air tickets for Toronto-Mumbai-Toronto but the flights were cancelled due to COVID. But I have not got my money back despite long time lapse and continuous follow ups. After many calls and emails and requests to Expedia over months and being made to call the airlines and request them for help, I have got half my money back. And I am now told I have to wait for up to 12 weeks more to get an update about the balance refund.
( Itinerary #*** on Expedia.in)
Expedia.com Response
• Jul 01, 2020
July 2, 2017Revdex.comNorthwestComplaint Department
RE: Expedia.co.in
Case ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia.com regarding an issue from our customer. We
appreciate the Revdex.com allowing us to address the comments and
concerns that have been brought to our attention. Expedia.co.in is disheartened
that the customer felt their concerns were not resolved adequately by our
company prior to seeking further actions from you.
Expedia.co.in is
responding to the consumer complaint from Mr *** (Revdex.com case number ***)
regarding refund of his flight booking. We understand Mr *** is
seeking a refund of his flight tickets which were cancelled due to Covid-19.Our records show
the customer booked Flights on a combined one-way fare at *** with *** to travel from Toronto to Mumbai and at *** with *** to
travel from Mumbai to Toronto.
As per the purchase
and billing history, Inr 88,024.00 was refunded on 12th May'20 and remaining
Inr 86,422.00 was refunded on 8th Jun'20. It usually takes about 7-15 days for
refund processing. Therefore, the refund should have been successfully processed and customer may check his account statement to
locate it. In case, he is unable to find it, he may share a copy of the
account statement (without any sensitive information) with us and we can follow-up with
our refunds team.
Again, we thank
you for allowing us the opportunity to address this issue that was brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
Requested for a full refund without penalty for *** Flights that significantly changed my flight from a direct flight to a connecting to the *** Islands and was denied. Expedia claims that I accepted the change. I did not accept anything. My hotel was cancelled because the island is not allowing international flights in and out through September 1. Please keep in mind that my sister on the same flight was able to get full refund without penalty.
Expedia.com Response
• Jul 01, 2020
June 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
*Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint number ***) regarding a vacation package. Our records show that on October 25, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel is with *** and *** Airways, traveling from New York, NY to George Town, *** Islands departing on August 22, 2020 and returning on August 29, 2020. The package includes a hotel and package plan with stay at The *** Resort & Spa for a check in on August 22, 2020 and a check out on August 29, 2020, for a total of $2,783.32. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on an airline schedule change. On February 18, 2020, Mr. contacted Expedia to discuss *** Airlines schedule change notification that was sent to him by email. Therefore, we provided Mr. with *** specific schedule to help accommodate him with his outbound flight. However, the return flight with *** Airways was unaffected by *** schedule change. In addition, Mr. accepted a certain flight with *** Airlines which caused his tickets to be updated. Furthermore, on May 20, 2020, Mr. contacted Expedia to request a full refund for the *** flight reservation. Regrettably, *** Airlines did not have a Coronavirus flexibility policy in place to override their non-refundable restrictions. Additionally, the schedule change that affected the outbound flight was accepted, on February 18, 2020. In regards to the *** Airways flight, we emailed Mr. the following information:*** Airways has not offered a refund as their flight is still operating. If you wish to cancel your booking and obtain a future travel credit (prior to departure), please contact us at 1-800-EXPEDIA (397-3342) for details. Please note that we have not cancelled the booking on your behalf. You can refer to the *** Airways website for additional details as it gets closer to flight departure date.On May 30, 2020, Mr. contacted Expedia to request a full refund on the *** Airlines flight due to the Coronavirus travel disruption. To best assist Mr. with his request we contacted *** Airlines to advocate for a refund on the outbound flight. We informed Mr. that due to his schedule change acceptance back on February 18, 2020, *** is not permitting a refund.Between June 27, 2020 to June 30, 2020, Expedia discovered *** Airlines cancelled Mr. outbound flight. We then communicated with Mr. by email to determine if he prefers a refund or if he will accept a new flight. The Expedia email dated; June 30, 2020, advised the following,Dear ***,Re: ***Booking ID: ***Thank you for choosing Expedia.com for your travel plans.Due to a recent schedule change that was unaccommodating to your travel needs, you have opted to receive a full refund for your flight totaling $592.80You will be receiving your refund from the *** Airlines and this will take up to 6 to 8 weeks.As you have agreed to the refund option your reservation has been cancelled and cannot be re-instated.Thank you for choosing Expedia!The return flight with *** Airways is still active and scheduled to depart on August 29, 2020. This is based upon their non-refundable restrictions. In addition, *** Airways is the merchant of record (the entity that received the funds and is the company that charged Mr. credit card) for the return flight. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, an airline schedule change occurs. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. *** Airways flexibility policy is subject to change in order to align with specific updates depending upon certain parameters. We kindly recommend that Mr. visit *** Airways website to confirm the status of his return flight and to review the airlines flexibility policy. If the flight remains active and departs as scheduled, then Mr. may not be eligible for a refund. To better assist Mr. with his active return flight he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his full refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
I would like to report DECEPTIVE PRACTICES/FRAUD by EXPEDIA. We have been customers of EXPEDIA for almost 18 years. We have always expressed a high level of trust towards them. Not anymore. We had two tickets for a flight scheduled to Greece departing 5/26/20. ***, the airline involved, cancelled the flight. We spoke with *** twice. The first time, in April, *** told us the refund must come directly from EXPEDIA since they booked the flight. The *** representative said we are entitled to a full refund since the flight was cancelled by ***. The representative asked me to contact EXPEDIA and ask them to cancel the booking so that the refund can be initiated.
We contacted EXPEDIA and were told that the airline would want to issue a voucher, WHICH IS A LIE! We contacted *** again and spoke with Patrick. He said he did not know why EXPEDIA is giving customers a hard time. He gave us a TICKET WAIVER POLICY OVERIDE. He said that the override entitles us to a FULL REFUND and to let EXPEDIA know. Once again we contacted EXPEDIA and gave them the code. On May 1st, 2020, we were told by EXPEDIA that the refund would be forthcoming and that the request would be forwarded to the Refund Dept.
As of today, June 1st, we have not received it. We paid for the tickets on January 20, 2020. It is going on 5 months since they have held the money without intention of providing the service.
I checked with the District Attorney’s office in my area and was informed that amounts over $1500., are considered FELONY THEFT. In addition, the Department of Transportation has ordered all travel expenses to be refunded. I know its not their fault, BUT, it is not our fault either. Taking money from someone without earning it is called STEALING.
Expedia.com Response
• Jul 17, 2020
July 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) regarding his itinerary ***. We understand Mr.
is requesting a full refund of his flight with *** due to an
airline-initiated schedule change.Upon review, on June 19, 2020, Expedia contacted
*** by phone with a refund request due to the airline-initiated schedule
change. The airline confirmed the customer is eligible for a full refund and
requested the refund request in writing via email. We sent the written request on the same day as
instructed. On July 13, 2020, we sent a follow up request to the airline. On
July 14, 2020, we received a response from ***, advising that due to the unprecedented
and overwhelming volume of requests they’ve been receiving, they have longer processing times. They
assured us that the refund will be processed in order in which it was received.
We will contact the customer directly as soon as we have an update. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Gayana *** Corporate Correspondence Team
I booked a trip to Greece with Expedia in Jan. 2020. Then, Covid19 broke out. I did not cancel my trip because I thought the plans still might go through. Expedia canceled my trip in April, though. There were several parts to my trip (main flight, smaller flights, different hotels). Each part was done in "packages" of flight + hotel. Little by little, I was informed by Expedia that key flights and hotels were cancelled. I was unable to contact Expedia as their line was constantly busy, they had no email address, and they had no live chat on their web site. I did not get any trip from Expedia, but now they want to charge me for my trip on my credit card. They are trying to steal from me. They have no reached out to me in any way except to send me emails about cancellations to which I cannot respond (when I hit "reply" to the email, it is not an email that can be responded to).
Expedia is trying to get its money when no product was rendered. This is stealing. I will never book through them again, and now my credit is ruined because I refuse to pay my credit card for a trip that was cancelled on me and that I didn't get to take. Expedia needs to provide a full refund.
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her package
reservations under itineraries ***, ***, and ***.
We understand the customer is requesting a full refund of each booking due to
COVID-19. Our
records indicate that the customer self-cancelled the hotel portion for two of
the three bookings, under itineraries *** and ***, however
both refunds failed as the customer filed chargeback claims with her financial
institution for the full cost of all three package reservations booked on Expedia’s
website. In order for us to address Ms.’s concerns, she needs to cancel
all dispute claims with her bank for the itineraries in question. Once
completed, the customer must provide us with official documentation
from her bank, confirming that disputes were closed and no refunds were issued
for these bookings. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because:
Expedia is incorrect about my booking. I did NOT cancel. My plans were cancelled by the airlines and hotels because of C19. It is impossible to contact Expedia as their phone is always business or takes you through a loop of options that ends with an automated "helper" that doesn't actually help. They have no live chat and no way to email them. They send out "hit and run" emails, i.e., emails informing me of information but with no way to reply back to them (when I tried, I get an error message). Thus, my only option was to dispute charges with my credit card. The one for $1368 has already been granted to me as I am in the right. The others are still being researched.
Expedia has an obligation to phone customers (or at least have a way for customers to easily contact them) when airlines and hotels cancel reservations. I don't really care what the excuse it, the customer should in no way be held responsible for the charges. Expedia makes it near impossible to for customers to discuss issues with them, and then they try to make customers pay for services that were not rendered. No.
We made a hotel reservation for *** for June 14-17 back in January of this year, before the COVID-19 pandemic hit the U.S. I spoke to the highest level of customer service at Expedia, and all Expedia will offer me for this reservation is a voucher that we will not use. I called *** on May 30th, and was told the hotel is currently closed to guests, and has no planned reopening date. (Expedia did not tell me this, even though I was told they contacted the hotel to see if we could get a refund.) We can't stay at the hotel because it is closed, and yet we can't get a refund. This trip was for a family reunion involving family members from around the world, some of which have now lost their jobs. There is no way of re-planning this family reunion next year during this pandemic. We have no plans on traveling to Portugal in the next two years, therefore the voucher is useless.
Expedia Itinerary #
Expedia.com Response
• Jul 29, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.We can confirm our customer made a reservation to stay at *** for June 14-17, 2020 with a non-refundable change or cancel policy. This reservation was cancelled on June 9, 2020 with full penalty. After the booking was cancelled our customer initiated a dispute through their financial institution. As our customer was restored the funds through the charge-back process, they will need to contact their financial institution for more information.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. As the funds were restored to our customer via the charge-back process, there is no further action required from our side. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Jul 30, 2020
Complaint: ***
I am rejecting this response because:
I spoke to the front desk at *** on May 30, 2020 and confirmed that they were NOT open for business, and that there was no opening date for the hotel at that time. We disputed this charge because Expedia would not give us a full refund, and were trying to force their useless voucher on us. Expedia would not give us a refund, even though the hotel was closed and could not provide the service that we paid for.
We did not cancel this reservation. Expedia cancelled this reservation. Expedia is lying when it says we cancelled on June 9. We spent over 40 hours trying to resolve issues with Expedia via call center, email, and chat. EXPEDIA IS TAKING ADVANTAGE OF THIS PANDEMIC FOR THEIR OWN PROFIT.
Sincerely
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,
Thank you for giving us this further chance to address our customer's concerns regarding case number ***.As stated during our previous review, our customer has disputed this charge with their financial institution and was rewarded the funds back for this reservation. Thus, our customer has received a full refund as was their preferred resolution for this dispute.We apologize for any inconvenience, but we are glad to have been able to assist with this issue.
Hi, I purchased 5 airline tickets through expedia.com to travel to Morocco. Our trip was scheduled to leave on April 4th. Due to the Corona virus, all flights were canceled. It took me 4 weeks to even get through to expedia.com to even get a response. I requested a refund and they said that they needed a refund voucher from the airline company which is ***. I mentioned to expedia.com that *** would refund tickets if the customer wanted a refund instead of the 12 month credit. This is mentioned in writing on *** website. It's in writing! Expedia reached out to *** and came back with the response of only issuing a credit that is only valid for 12 months. So if I don't use the tickets in 12 months, I'll lose out on about $5,000-. Who knows were we'll be in 12 months and if it'll even be safe to travel by then. I have 2 kids by the way. So safety is key! So I mentioned again to Expedia that *** has posted on their website that they are issuing refunds and again claimed that they'll only give me a 12 month credit. I've tried calling *** to resolve the issue, but they said I have to deal with Expedia since I purchase the tickets through them.
I would like to get a refund for the 5 tickets that I booked and not a credit. The fact that it's posted on the *** website that they will issue a refund and they're not refunding me is false advertising. My flight was canceled by ***. I did not cancel the flight. Now they are only giving a credit that expires in 12 months. It may not be safe travel by then. I haven't worked since the shut down and I'm not even sure if I'll be able to afford to take my family on a trip in the next 12 months? So if there is anything you can do to help get my refund I would GREATLY appreciate it!!!
Here is a direct copy from the *** refund policy due to the Covid-19.
"To allow their customers to plan and enjoy their future trips, *** offers the customers the refund of the ticket in exchange of a voucher. This voucher is valid 18 months from the date of issuance and is redeemable in cash after the expiry date. The vouchers issued previously will automatically benefit from this 18 months extension. We invite you to contact your travel agency or our 5 call center by sending an email to ***.com. We wish to reassure our clients that absolutely all their requests will be processed."
Thanks for your time!
Expedia.com Response
• Jul 14, 2020
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased four tickets in refundable economy fare with ***
for travel from New York, NY to Casablanca, Morocco on April 4, 2020, and returning
on April 18, 2020, via itinerary number ***.The customer
purchased another roundtrip flight for the same cities and departure flight,
but returning on April 25, 2020 via itinerary ***. This fare was a nonrefundable
and non-changeable economy fare.The
airline has closed off our ability to process refunds on their tickets via the global
distribution system in which they sell there fares, through Expedia and other
online issuers of their tickets. It seems the
message says they might be allowing the exchange of refundable tickets into an
18 month credit for future travel. On contacting them they stated they canceled
many flights due to government restriction during the pandemic and are not
providing refunds. Although the message noted by the customer states that at
the end of that period, if the vouchers are not used, they can be redeemed for
cash, only the airline would be able to do that. Tickets are purged at the end
of their validity, or at their expiration, and as such they are not available
to process a refund on. Tickets that are exchanged by the airline directly to a
voucher cannot be refunded as they would be in exchanged status; and, Expedia
would not be able to access vouchers issued by ***.We have
contacted *** to advise them of the customer request for refund and
to request further information to clarify. Once we receive a reply from them we
will be able to advise the customer further.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
We were contacted by the hotel we had booked through Expedia, that they were closed due to Covid-19 and would 100% refund us for our hotel booking...all we had to do was cancel the reservation through Expedia. We did once we received email confirmation from hotel that that was the case (since *** had put a restriction that we could no longer get 100% refund due to 30-day prior to check-in had passed). We cancelled the reservation and have yet to received a refund. I contact an Expedia representative multiple times to request status of refund (It's been more than 2 months now) and we haven't received any refund or status of the refund.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 22nd, 2020 via Expedia website for arrival on April 7th, 2020 and departure on April 10th, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 8:00 PM local hotel time, Sunday, March 8, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.May 15th through June 3rd, the customer contacted our customer care team to inquire about a refund. The customer was eligible for a voucher but due to hotel closure we were able to obtain a refund for the stay.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $549.72 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have spent 20 hours trying to contact Expedia via chat and phone with no response. I cancelled my flight and have not received any detail on my refund or credit. It’s like they disappeared and are non exist. This is a time to support customers and Expedia has had the worst showing through a crisis. I expect they will lose all of their customers. True colors show in a crisis.
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased an economy flight with *** Airlines for travel to New
York, NY, from June 9, 2020 to June 11, 2020. The fare rules provided and
agreed to at the time of purchase stated that the flight is nonrefundable, but
changes could be made with a fee of $200.00.The
flight was not canceled by the airline and was operating as scheduled when the
customer canceled it. The airline is allowing customers who voluntarily cancel
flights to exchange the ticket with the change fee waived, and providing extra
validity time. They are not offering a refund. Expedia does not have control
over flight schedules and cannot waive the terms and conditions of items
purchased.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
This complaint is in response to Expedia itinerary number: 7446700039805
On 6/23/19, I made a hotel reservation for *** in Manuel Antonio, Costa Rica. The reservation was originally booked for a stay between 3/23/20-3/28/20. I made this reservation online at expedia.com.
Unfortunately, I had to cancel this reservation on 3/22/20 as a result of COVID-19. Due to COVID-19, call volumes through the Expedia call center were very high and I could physically not get through to an agent in order to request a refund. As such, I had to cancel this reservation online and was not issued a refund for the reservation because I was outside of the hotel's standard cancellation period.
Having said that, I have since rebooked directly with the hotel (not through Expedia) for a new date (7/20/20-7/25/20); as I mentioned above, the only reason I cancelled was due to COVID-19 concerns. The state of Ohio (the state in which I reside) issued a stay at home order on 3/23/20 so we would not have been able to travel. In addition, Costa Rica issued a travel ban that prevented non-residents from traveling into their country.
I have called Expedia multiple times (between 5-6 times) and have spoken to a different agent each time that has been unable to resolve my issue. My request is to receive a full refund of $2,005.75 and no one at Expedia seems to be able to assist in getting this escalated. I realize that my cancellation was outside of the standard period, however COVID-19 is a massive EXCEPTION scenario that is preventing travel across the country.
Each time I have called Expedia an agent has told me that they would research and get back to me. I have yet to receive an email or phone call back to achieve resolution.
I look forward to your reply and a resolution to my problem.
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our
findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on June 23,
2019 via the Expedia website for arrival on March 23,2020 and departure on March
28,2020. At the time of booking, the customer agreed to the following
cancellation policy:Cancellations or changes made after 6:00 PM local hotel
time, Monday, March 9, 2020 are subject to a hotel fee equal to 100% of the
total amount paid for the reservation. If you fail to check-in for this
reservation, or if you cancel or change this reservation after check-in, you
may incur penalty charges at the discretion of the hotel of up to 100% of the
booking value.As part of our efforts in dealing with COVID-19, we have
worked with our hotel partners to provide as much flexibility possible, and in
our communications with the *** , they have agreed to a future
travel voucher for your booking.The voucher is issued through Expedia and is valid for one
year/twelve months from the date of issuance. The voucher can only be used on a
prepaid future travel booking with the same hotel property as originally
reserved.Resolution: We would like to offer our apologies for any inconvenience
the customer may have experienced while trying to reach a resolution. We’ve worked incredibly hard to push our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for bookings that are ordinarily non-refundable.Upon receiving the customer’s request, we reached out to the
property to explain that the customer had rebooked through the property
directly and was requesting a refund on their original reservation.
Regrettably, we were unable to obtain approval for a refund for the customer’s
booking from the hotel. We recognize that a voucher may not be what the customer was
looking for but know that these are extraordinary circumstances that travel
partners are trying to work through. We are still bound by the property's terms
and conditions and this is the only option that they're providing at this time.Our records indicate the voucher was issued to the customer
on June 19,2020 and is available for use in the customer’s account. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards,The Expedia Team
I booked an anniversary trip (It# ***) to Italy on November 30th, 2019 to Rome, Italy with a departure date of May 7, 2020. At the time of booking, the current circumstances with COVID-19 were unforeseeable and unknown. I find it extremely unfair that I am having to resort to a airline credit and having to spend the time and money I spent on insurance for a dispute/claim for which money I am not guaranteed back by the insurance company. This is of course, over the pandemic--something nobody had control over. So again, very unfair. I should also note that I have tried to settle this without having to submit a complaint when I emailed Expedia back in 3/25/2020 and 4/6/2020. Both emailed were completely ignored. I have booked trips with Expedia in the past and never had a bad experience until now... I am extremely disappointed. Should this not be resolved, I will make sure I submit another complaint to every public platform left, starting with Consumer Affairs.
July 14, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding
a flight reservation. We understand Mr. *** is requesting a refund for his flight and the Travel
Protection Plan due to COVID-19.
Our records indicate that on November 30, 2020, Mr. ***, or an authorized user of his Expedia
account, self-booked a flight reservation using Expedia’s website, under itinerary *** for two travelers.
Departure on *** Airlines from Washington, DC to Rome, Italy on May 7, 2020 and returning on May 14, 2020 with
added Travel Protection Flight Protection Plan.
We've worked hard to advocate for as much flexibility as possible. Per *** policy in effect due to COVID19, Expedia
customers would receive an airline travel credit. The credit is simply the unused value of their current ticket to be used
as a credit toward a flight on the same airline. In this case, the will be no change free of charge until 30/11/20. When
Mr. is ready to rebook he is responsible for any fare difference if the original fare is not available.
In addition, you were advised of the Terms and Conditions of your Travel Protection Flight Protection Plan, which was
also available to you at the time of booking and within your booking confirmation email. The Plan is administered by
Aon (Travel Guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because it provides no solution.
Highly disappointed
I purchased a travel insurance, premium 108 USD from Expedia back in November 2019. I contacted Expedia few times to get the refund. I was told refunds are issued only 15 days after purchasing the policy. This was an international trip to Europe and it was cancelled by *** airline. The fare was 1,671.50 USD. Economy class. Due to Covid-19 *** refunded a full amount and did not do it through the travel insurance either, therefore108.00 USD is still in possession of Expedia and did not serve For any purpose due to the unfortunate circumstances we are finding ourselves in.
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flight insurance. Our
records reflect a Flight Protection Plan provided by Travelguard for two travelers. We understand Ms. is requesting a refund as her flights have already been refunded.The insurance the
customer purchased was effective from the date of purchase through the date the
trip was cancelled. Insurance was refundable within 15 days after purchase.Unfortunately
we are unable to provide a refund. We apologize for any inconvenience this may
cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had a reservation for a hotel room for March 17th through March 19th. The event in which I was suppose to attend was cancelled due to Covid . I spoke to the hotel and cancelled on March 15th. I disputed with my credit card and Expedia came back and charged and claimed I never cancelled, and said it was non refundable. I have no control over a pandemic. They are telling me they may give me a coupon. I don’t want a coupon as there is no eta on whether my event will ever be rescheduled. I want my credit card refunded. As I will never use Expedia again.I found out that Friday and I canceled the 15th it was for the 17th or the 19th and 85 and change
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our
findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on March
07,2020 via Expedia’s mobile site for arrival on March 17 and departure on March
19,2020. At the time of booking, the customer agreed to the following
cancellation policy: The room type and rate selected are non-refundable. Should
you change or cancel this reservation for any reason, your payment will not be
refunded.On July 03,2020 the customer contacted our customer care
team to request a refund for their reservation. At this time, customer care was
unable to get in touch with the property to request a refund and the request
was assigned to our offline team for follow up. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Upon receiving the customer’s refund request, we reached out
to the property to see if they would be willing to offer a refund given the circumstances. Unfortunately, we were not able to obtain approval for a
refund from the property. As we were unable to obtain approval for a refund
from the property and they have billed Expedia in full for the booking, we can’t
issue a refund for the customer’s reservation. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Complaint: ***
I am rejecting this response because: I contacted the hotel and they told me to reach out to Expedia. I had no intentions of cancelling . I have no control over a worldwide pandemic. So because I can’t control that and my meetings were cancelled to protect my safety. So it seems as though Expedia promotes spreading the virus and not protecting people’s safe. I’m paying for a service I never received because I could not, that is fraud. I have never heard back from any of the people I spoke to at Expedia as well that is poor customer service . So I find it hard to believe the hotel said that if I talked to them first as they said it was booked through a 3rd party and then they had me contact Expedia .
Sincerely
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We reached out again to the hotel property regarding a refund, they have agreed to waive the penalty of your reservation in full. We have processed a refund in the amount of $185.10 USD onto the original form of payment.
The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
I have booked the trip to Cancun through Expedia back in the early January 2020. After my trip was settled the Airline Company *** start changing my flight time around several times. After one of the changes my air tickets on my Expedia.com appeared so that timing or arriving to y transfer point was later than departure to my final destination from the transfer point. At that point I called Expedia customer service support to discuss this issue on January 29, 2020. The representative I spoke to find the issue and because I couldn’t change my flight to any other day they cancel this booking and due to that it wasn’t my fault to cancel the flight they assure me I will get a full refund. Eventually after waiting 8 weeks I only get a taxes refund from the airline company. I was trying to reach out to Expedia so many times to solve this issue but they keep readdressing this issue back to airlines. Airlines meanwhile say the refund was process correctly because the flight was properly adjusted the day before I cancel it. That adjustment didn’t appear on my Expedia account, so due to their system error or representative mistake they preceded my cancellation wrong. Now they deny refunding me saying that airline is holding the situation not them. I want my $1500 back to me. If this won’t be solved I will have to file case to the court, I am not giving up this money
July 14, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs.
*** is requesting a refund or a future travel credit for her flight due to COVID-19.
Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that Mrs. to reply with
the applicable itinerary number and email address associated with this complaint.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I booked a flight last January, which was for April 15-May 3rd. This was a non-refundable flight from LAX-Manila PhilippinesBut Because of COVID19 my flights were canceled and Ibegan contacting Expedia about rescheduling or canceling my reservation. There’s was no flight available until further notice from the direct airlines which is *** Airlines. Iwas told that if I keep the voucher instead of refund by expedia representative I don’t have to worry about extra fee later on if I am flying the same exact city and airlines as long as I fly on the valid date of voucher which was until January 2020. After reading through Expedia’s website, we came across a page about COVID19 which stated — the policy has changed about non-refundable hotels and flights and cancellation of the reservation will result in a full refund. It was also stated on the direct airline website. I callled many times about this reservation and I were told I can’t get a refund only voucher. Everytime I called their representatives will tell me different things. I ttried contacting the airlines, however, the airline has closed due to COVID-19 at the meantime. Throughout this process of trying to contact Expedia agents, many of them were not giving us proper information and hanging up the phone. We asked to speak to a few supervisors, which were no help either and said there is no place for Expedia members to file a complaint.
July 16, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. *** is requesting to a full refund of her flight due to COVID-19.
Our records indicate that on January 24, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines from Los Angeles, California to Manila, Philippines on
April 15, 2020 and returning on May 3, 2020.
When researching this matter, we were able to send the ticket up for a full refund on July 15, 2020. Please note that each of our airline partners establish
their own rules and policies for cancelling reservations. We are bound by these rules and policies and must adhere to them. To explain it further, the refund
is a two-step process. First, it takes Expedia 7-10 business days to arrange the refund with the vendor. Then, we notify your bank. The vendor then, as a
second step, works with your bank to credit back the funds, so your bank's billing cycle determines the turn-around time. It could take up to at least two-
three billing cycles for the refund to appear in your credit card statement.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I had a direct flight purchased from Expedia from March 19th to March 26th, 2020 which got changed to August 19th to 26th, 2020. The flight was changed without notifying me. I only found it by looking up my reservation, it has changed to lay overs and very long flight time which I was avoiding traveling with a young child and also that is NOT what I paid for. I have requested a refund which the airline website states that I am owed since I do not approve of the modifications to my flight. I have been hung up on multiple times with no call back, disconnected over and over through their virtual agent. They state they put in for a refund 2 weeks ago, I have heard nothing, my reservation shows active of the airline website so it clearly has not been canceled. I want my money back, plain and simple
July 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. Our records show November 12, 2019, Ms. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** departing on March 18, 2020, from Seattle, WA USA to London, England, UK and returning on March 25, 2020, for a total of $2,464.20. We understand from Ms. is seeking a refund due to an airline schedule change that affected the flight. We can confirm on March 7, 2020, Ms. contacted Expedia to determine if she could cancel the flight for a full refund. However, *** had not issued a flexibility policy to override their non-refundable conditions see below:*** Ticket Terms: Tickets are nonrefundable, nontransferable and name changes are not allowed*** Fare Class Restrictions:Bring a carry-on bagPay to bring a checked bagNo refund 24 hours after bookingChoose your seat at check-in onlyBring a personal itemCancellations not allowedChanges not allowedUpgrades not allowedOn March 13, 2020, Ms. contacted Expedia to use the airfare credit issued by ***, based on the Corona-virus pandemic. Therefore, we provided the flexibility terms in the following manner, travel must be completed by September 30, 2020. The flight selected departs on August 19, 2020, from Portland, OR USA to London, England, UK and returning on August 26, 2020.On May 17, 2020, we received an airline-initiated schedule change notification which resulted in the need to communicate if Ms., Subject: Requested Email: Flight Complaint - Itin: ***Dear ***,We are contacting you from Expedia in regards to your flight status since the schedule has been modified by the airline and there are some options that you can take with no extra charges. We were trying to reach you at the phone number on the account 1-503-523-9211, however, there’s no answer.Since it is really important to give you this information, find below the changes and the options available:Your departure flight on August 19th from Portland, OR, United States-PDX going to London, England, UK-LHR originally schedule to leaves at 07:42 PM has been change and *** has 2 options:August 19th leaving at 11:30 AM from Portland, OR, United States-PDX arriving at 04:47 PM in London, England, UK-LHR (nonstop)August 19th leaving at 06:42 PM from Portland, OR, United States-PDX arriving at 08:40 AM (next day AUG 20th) in London, England, UK-LHR (nonstop)And for the returning flight on August 26th your flight has not been modified, it’s leaving London, England, UK-LHR at 12:50 PM arriving Portland, OR, United States-PDX at 03:21 PM.To confirm one of those options for the departure flight we need you to reply to this email with the best phone number to call you back, or list your approved flight so we can reissue your tickets.We will be waiting for your response on the next 48 hours.On March 19, 2020, Ms. replied by email she selected to depart at 6:42pm from Portland, OR USA and arriving in London, England UK on August 20, 2020 at 8:40AM. In addition, Ms. also stated within that same reply, that she’d rather cancel and travel next year. Regrettably, the flexibility policy issued by *** states travel must be completed by September 30, 2020.Between May 29, 2020 and July 16, 2020, Ms. contacted Expedia to request a refund for the flight due to an airline-initiated schedule change. In order to determine if the flight is eligible for a full refund, we contacted ***. We advised Ms. that due to the unprecedented times, *** is unavailable by phone, an email was sent to request a full refund on Ms.’s behalf. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, ***.Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On July 16, 2020, we received a response from ***, as a direct result of the crisis and global travel restrictions, *** has made significant cancellations within their flight program and they have received a heightened volume of refund requests. We are unable to provide an exact date that *** will determine if Ms.’s flight qualifies for a refund. In some cases this may take up to a maximum of 120 days in total to approve/process or to deny the refund request. Additionally, *** has full control over Ms. tickets and they are the merchant of record (the entity that charged the customer’s credit card) on this itinerary. In-conclusion, Ms. may contact *** to discuss the application’s status. Due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was never notified of my flight change. NO ONE has contacted versus email or phone. On May 19th, 2020, a supervisor wrote *** asking for a refund because I qualified for a refund. I was copied in the email to *** from Expedia and have received no reply from anyone. Now the flight is totally canceled. *** does not have a right to keep my money and neither does Expedia. By law, they canceled the flight in August. This is illegal to keep my money. I have made multiple attempts to reach out to Expedia to resolve this flight, I either get disconnected and no calls back or when I do the Live Chat it repeatedly disconnects when the person says they can help me. This is fraudulent activity, I have saved all conversations. I have looked online and there are multiple people complaining of the same thing. I have cell phone records showing no one has reached out to me and no emails. This statement given is just their way of backing out of being responsible. It has been 60 days from the email, so I wait another 60 days after I was told multiple times it would be 30 days?
Sincerely
Due to covid19 my trip to Jamaica in April of 2020 was cancelled and I received a refund from Expedia but I was missing $174 which is not right I feel that I should have my full refund and they kept $174. I am a single mother and that is a lot of money to be out of.
July 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a Vacation Waiver. Our
records reflect a Travel Protection Vacation Waiver for three travelers. We understand Ms. is
requesting a refund.Per the Terms and
Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver
remains non-refundable. Unfortunately
we are unable to provide a refund for $174.00. We apologize for any
inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I do not understand why I cannot get a refund for the $174. Everything had to be canceled due to COVID 19 NOT because I chose to and I received a refund for everything else when they usually do not refund. I am upset that this cannot be easily resolved and get refunded. Like I said before $174 is a lot of money to be out of during a time like this and not working for 2.5 months.
Sincerely
On 1/31/20-2/2/20 I prepaid for a two night stay at a hotel. I arrived at the hotel. It was filthy with bed bugs. There was no lock on the door. The lights were broken. The elevator was broken. I left within ten minutes. I brought my key to the lobby and told them I was seeking a refund. They told me that because I booked through Expedia.com, I needed to request refund from them. I left and was lucky to get a hotel room 10 minutes from that one. I paid over $400.00 for the hotel room. On 2/3/20 I called my credit card company to report the dispute and that I was expecting a refund. A month went by and there was no refund. My credit company and I called the hotel who stated they processed the refund from their end back to expedia. We called expedia. Expedia confirmed this. They said they would process refund right away. Another month went by and no refund. My credit card company says I must take it up with Expedia. I have reached out to Expedia 5 times to date. On 5/31 I received an email stating that the refund has been processed. It is 6/3/20 and I still have no refund to my card. I called Expedia again today and they said " they will need to look into it furthur!!!". Please help.
Dear Revdex.com, It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on January 10, 2020 via Expedia’s website for arrival on January 31 and departure on February 2, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 132.36 USD on March 30, 2020. However, due to a dispute filed with the customer’s financial institution, the refund failed to process back to the customer’s card. Typically, when this occurs, the customer will receive a refund through their bank directly rather than Expedia. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Upon receiving the customer’s request, we were able to confirm that the customer didn’t receive a refund through the dispute process. As such, we have reissued the customer’s refund in the amount of 132.36 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, The Expedia Team
Booked and canceled a trip on the same. Went online and called and got confirmation that trip was canceled and nothing would be charged. Next day charge appears on my credit card. Was told credit should show within 5 business days. Called multiple times to inform no credit was showing and was continuously told it would show up by the 5th business day. On the 6th business day, I am now told it might take 30 days. Imagine telling your employee that they are going to get paid on Friday, then Friday comes and they say boss, I have not gotten paid...and your response is oh we are going to pay you within the next day 30 days. That would never fly, nor should it be acceptable for a company to lie about when you should expect a refund for something that was canceled the same day, and told multiple times that the credit would show up with in 5 business days and no credit is issued. Expedia should have a way to push a credit back to my credit card, just like then can debit. No major company that I have ever worked with, as taken more than 24 - 48 hours to issue refund. This is an acceptable for company to lie like this and still have an A+ rating. This company should be investigated for using the interest they make by not crediting refunds immediately as they should
Our *** flights from NYC to Rome Italy were cancelled for to covid. We attempted to cancel our Expedia flights from Rome to Sicily which were booked through Expedia. They refused a refund but offered a voucher good through January 2021. The airline themselves said the voucher Expedia issues should be good through June 2021. Expedia refused to honor this policy. We are selling a fill refund due to Covid travel restrictions.
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.We located
multiple itineraries between Rome, Italy and Trapani, Italy, or Catania, Italy.
We did not find any itineraries for *** Airline, or from New York, NY, USA. You
may provide the itinerary number of the itinerary with the flights in question
and we will review them further.In
general, *** Airlines tickets fall under the terms and conditions as set by
*** Airlines. Tickets issued through Expedia are valid the lesser of, when
the airline advises they are valid to, or until the electronic ticket record is
purged by either the airline or their global distributions system in which they
offer fare for sale through. The standard policy of competing travel within one
year of the issue date has been extended for many passengers affected by the
pandemic. Additional extensions may also apply in the future if provided.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
In February I purchased three plane tickets with *** airlines through Expedia to fly from Chicago to Spain through Lisbon on June 12th. Airline cancelled the flights and their routing from Chicago to Lisbon and Spain. When contacted to request a refund, which *** is required by UE decree 261 to provide, they told me I had to go through Expedia because they had issued the tickets, and that they had already been instructed on what to do for refund purposes. After many calls and many hours on hold, Expedia tells me thy need time and continue mentioning to contact the airline for a refund. The only option they offer for now is a flight voucher, which I am not interested in because the airline is not operating that route until October. Every time I call they keep me waiting for a couple of hours and take me through the same process of first telling me about the voucher, then to contact the airline, then that they need time to process the complain. In the meantime, I am loaning Expedia this amount of money while I know that the arline is required by law to refund them.
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased two sets of tickets for three passengers with ***
for travel from June 12, 2020. The airline as taken control of their own
tickets due to the pandemic. All refunds must be approved and processed by them
directly. We have forwarded the request to the airline and will advise the
customer if we receive a reply. The airline may reply directly to the customer,
in lieu of responding to Expedia.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had booked air tickets for Toronto-Mumbai-Toronto but the flights were cancelled due to COVID. But I have not got my money back despite long time lapse and continuous follow ups. After many calls and emails and requests to Expedia over months and being made to call the airlines and request them for help, I have got half my money back. And I am now told I have to wait for up to 12 weeks more to get an update about the balance refund.
( Itinerary #*** on Expedia.in)
July 2, 2017Revdex.comNorthwestComplaint Department
RE: Expedia.co.in
Case ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia.com regarding an issue from our customer. We
appreciate the Revdex.com allowing us to address the comments and
concerns that have been brought to our attention. Expedia.co.in is disheartened
that the customer felt their concerns were not resolved adequately by our
company prior to seeking further actions from you.
Expedia.co.in is
responding to the consumer complaint from Mr *** (Revdex.com case number ***)
regarding refund of his flight booking. We understand Mr *** is
seeking a refund of his flight tickets which were cancelled due to Covid-19.Our records show
the customer booked Flights on a combined one-way fare at *** with *** to travel from Toronto to Mumbai and at *** with *** to
travel from Mumbai to Toronto.
As per the purchase
and billing history, Inr 88,024.00 was refunded on 12th May'20 and remaining
Inr 86,422.00 was refunded on 8th Jun'20. It usually takes about 7-15 days for
refund processing. Therefore, the refund should have been successfully processed and customer may check his account statement to
locate it. In case, he is unable to find it, he may share a copy of the
account statement (without any sensitive information) with us and we can follow-up with
our refunds team.
Again, we thank
you for allowing us the opportunity to address this issue that was brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
Kind Regards,Amardeep ***Priority Customer Escalations AgentExpedia.co.in
Requested for a full refund without penalty for *** Flights that significantly changed my flight from a direct flight to a connecting to the *** Islands and was denied. Expedia claims that I accepted the change. I did not accept anything. My hotel was cancelled because the island is not allowing international flights in and out through September 1. Please keep in mind that my sister on the same flight was able to get full refund without penalty.
June 30, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
*Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint number ***) regarding a vacation package. Our records show that on October 25, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel is with *** and *** Airways, traveling from New York, NY to George Town, *** Islands departing on August 22, 2020 and returning on August 29, 2020. The package includes a hotel and package plan with stay at The *** Resort & Spa for a check in on August 22, 2020 and a check out on August 29, 2020, for a total of $2,783.32. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on an airline schedule change. On February 18, 2020, Mr. contacted Expedia to discuss *** Airlines schedule change notification that was sent to him by email. Therefore, we provided Mr. with *** specific schedule to help accommodate him with his outbound flight. However, the return flight with *** Airways was unaffected by *** schedule change. In addition, Mr. accepted a certain flight with *** Airlines which caused his tickets to be updated. Furthermore, on May 20, 2020, Mr. contacted Expedia to request a full refund for the *** flight reservation. Regrettably, *** Airlines did not have a Coronavirus flexibility policy in place to override their non-refundable restrictions. Additionally, the schedule change that affected the outbound flight was accepted, on February 18, 2020. In regards to the *** Airways flight, we emailed Mr. the following information:*** Airways has not offered a refund as their flight is still operating. If you wish to cancel your booking and obtain a future travel credit (prior to departure), please contact us at 1-800-EXPEDIA (397-3342) for details. Please note that we have not cancelled the booking on your behalf. You can refer to the *** Airways website for additional details as it gets closer to flight departure date.On May 30, 2020, Mr. contacted Expedia to request a full refund on the *** Airlines flight due to the Coronavirus travel disruption. To best assist Mr. with his request we contacted *** Airlines to advocate for a refund on the outbound flight. We informed Mr. that due to his schedule change acceptance back on February 18, 2020, *** is not permitting a refund.Between June 27, 2020 to June 30, 2020, Expedia discovered *** Airlines cancelled Mr. outbound flight. We then communicated with Mr. by email to determine if he prefers a refund or if he will accept a new flight. The Expedia email dated; June 30, 2020, advised the following,Dear ***,Re: ***Booking ID: ***Thank you for choosing Expedia.com for your travel plans.Due to a recent schedule change that was unaccommodating to your travel needs, you have opted to receive a full refund for your flight totaling $592.80You will be receiving your refund from the *** Airlines and this will take up to 6 to 8 weeks.As you have agreed to the refund option your reservation has been cancelled and cannot be re-instated.Thank you for choosing Expedia!The return flight with *** Airways is still active and scheduled to depart on August 29, 2020. This is based upon their non-refundable restrictions. In addition, *** Airways is the merchant of record (the entity that received the funds and is the company that charged Mr. credit card) for the return flight. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, an airline schedule change occurs. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. *** Airways flexibility policy is subject to change in order to align with specific updates depending upon certain parameters. We kindly recommend that Mr. visit *** Airways website to confirm the status of his return flight and to review the airlines flexibility policy. If the flight remains active and departs as scheduled, then Mr. may not be eligible for a refund. To better assist Mr. with his active return flight he may contact us at 1-800-EXPEDIA (397-3342).Due to the information provided above Expedia is unable to honor his full refund request. We thank you for allowing us the opportunity to address Mr. concerns. If you have any other questions, please do not hesitate to contact us.Sincerely,Melanie ***Corporate Correspondence Team
I would like to report DECEPTIVE PRACTICES/FRAUD by EXPEDIA. We have been customers of EXPEDIA for almost 18 years. We have always expressed a high level of trust towards them. Not anymore. We had two tickets for a flight scheduled to Greece departing 5/26/20. ***, the airline involved, cancelled the flight. We spoke with *** twice. The first time, in April, *** told us the refund must come directly from EXPEDIA since they booked the flight. The *** representative said we are entitled to a full refund since the flight was cancelled by ***. The representative asked me to contact EXPEDIA and ask them to cancel the booking so that the refund can be initiated.
We contacted EXPEDIA and were told that the airline would want to issue a voucher, WHICH IS A LIE! We contacted *** again and spoke with Patrick. He said he did not know why EXPEDIA is giving customers a hard time. He gave us a TICKET WAIVER POLICY OVERIDE. He said that the override entitles us to a FULL REFUND and to let EXPEDIA know. Once again we contacted EXPEDIA and gave them the code. On May 1st, 2020, we were told by EXPEDIA that the refund would be forthcoming and that the request would be forwarded to the Refund Dept.
As of today, June 1st, we have not received it. We paid for the tickets on January 20, 2020. It is going on 5 months since they have held the money without intention of providing the service.
I checked with the District Attorney’s office in my area and was informed that amounts over $1500., are considered FELONY THEFT. In addition, the Department of Transportation has ordered all travel expenses to be refunded. I know its not their fault, BUT, it is not our fault either. Taking money from someone without earning it is called STEALING.
July 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) regarding his itinerary ***. We understand Mr.
is requesting a full refund of his flight with *** due to an
airline-initiated schedule change.Upon review, on June 19, 2020, Expedia contacted
*** by phone with a refund request due to the airline-initiated schedule
change. The airline confirmed the customer is eligible for a full refund and
requested the refund request in writing via email. We sent the written request on the same day as
instructed. On July 13, 2020, we sent a follow up request to the airline. On
July 14, 2020, we received a response from ***, advising that due to the unprecedented
and overwhelming volume of requests they’ve been receiving, they have longer processing times. They
assured us that the refund will be processed in order in which it was received.
We will contact the customer directly as soon as we have an update. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Gayana *** Corporate Correspondence Team
I booked a trip to Greece with Expedia in Jan. 2020. Then, Covid19 broke out. I did not cancel my trip because I thought the plans still might go through. Expedia canceled my trip in April, though. There were several parts to my trip (main flight, smaller flights, different hotels). Each part was done in "packages" of flight + hotel. Little by little, I was informed by Expedia that key flights and hotels were cancelled. I was unable to contact Expedia as their line was constantly busy, they had no email address, and they had no live chat on their web site. I did not get any trip from Expedia, but now they want to charge me for my trip on my credit card. They are trying to steal from me. They have no reached out to me in any way except to send me emails about cancellations to which I cannot respond (when I hit "reply" to the email, it is not an email that can be responded to).
Expedia is trying to get its money when no product was rendered. This is stealing. I will never book through them again, and now my credit is ruined because I refuse to pay my credit card for a trip that was cancelled on me and that I didn't get to take. Expedia needs to provide a full refund.
July 13, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her package
reservations under itineraries ***, ***, and ***.
We understand the customer is requesting a full refund of each booking due to
COVID-19. Our
records indicate that the customer self-cancelled the hotel portion for two of
the three bookings, under itineraries *** and ***, however
both refunds failed as the customer filed chargeback claims with her financial
institution for the full cost of all three package reservations booked on Expedia’s
website. In order for us to address Ms.’s concerns, she needs to cancel
all dispute claims with her bank for the itineraries in question. Once
completed, the customer must provide us with official documentation
from her bank, confirming that disputes were closed and no refunds were issued
for these bookings. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is incorrect about my booking. I did NOT cancel. My plans were cancelled by the airlines and hotels because of C19. It is impossible to contact Expedia as their phone is always business or takes you through a loop of options that ends with an automated "helper" that doesn't actually help. They have no live chat and no way to email them. They send out "hit and run" emails, i.e., emails informing me of information but with no way to reply back to them (when I tried, I get an error message). Thus, my only option was to dispute charges with my credit card. The one for $1368 has already been granted to me as I am in the right. The others are still being researched.
Expedia has an obligation to phone customers (or at least have a way for customers to easily contact them) when airlines and hotels cancel reservations. I don't really care what the excuse it, the customer should in no way be held responsible for the charges. Expedia makes it near impossible to for customers to discuss issues with them, and then they try to make customers pay for services that were not rendered. No.
Sincerely
We made a hotel reservation for *** for June 14-17 back in January of this year, before the COVID-19 pandemic hit the U.S. I spoke to the highest level of customer service at Expedia, and all Expedia will offer me for this reservation is a voucher that we will not use. I called *** on May 30th, and was told the hotel is currently closed to guests, and has no planned reopening date. (Expedia did not tell me this, even though I was told they contacted the hotel to see if we could get a refund.) We can't stay at the hotel because it is closed, and yet we can't get a refund. This trip was for a family reunion involving family members from around the world, some of which have now lost their jobs. There is no way of re-planning this family reunion next year during this pandemic. We have no plans on traveling to Portugal in the next two years, therefore the voucher is useless.
Expedia Itinerary #
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.We can confirm our customer made a reservation to stay at *** for June 14-17, 2020 with a non-refundable change or cancel policy. This reservation was cancelled on June 9, 2020 with full penalty. After the booking was cancelled our customer initiated a dispute through their financial institution. As our customer was restored the funds through the charge-back process, they will need to contact their financial institution for more information.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. As the funds were restored to our customer via the charge-back process, there is no further action required from our side. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Complaint: ***
I am rejecting this response because:
I spoke to the front desk at *** on May 30, 2020 and confirmed that they were NOT open for business, and that there was no opening date for the hotel at that time. We disputed this charge because Expedia would not give us a full refund, and were trying to force their useless voucher on us. Expedia would not give us a refund, even though the hotel was closed and could not provide the service that we paid for.
We did not cancel this reservation. Expedia cancelled this reservation. Expedia is lying when it says we cancelled on June 9. We spent over 40 hours trying to resolve issues with Expedia via call center, email, and chat. EXPEDIA IS TAKING ADVANTAGE OF THIS PANDEMIC FOR THEIR OWN PROFIT.
Sincerely
Dear Revdex.com,
Thank you for giving us this further chance to address our customer's concerns regarding case number ***.As stated during our previous review, our customer has disputed this charge with their financial institution and was rewarded the funds back for this reservation. Thus, our customer has received a full refund as was their preferred resolution for this dispute.We apologize for any inconvenience, but we are glad to have been able to assist with this issue.
Sincere Regards,
The Expedia Group
Hi, I purchased 5 airline tickets through expedia.com to travel to Morocco. Our trip was scheduled to leave on April 4th. Due to the Corona virus, all flights were canceled. It took me 4 weeks to even get through to expedia.com to even get a response. I requested a refund and they said that they needed a refund voucher from the airline company which is ***. I mentioned to expedia.com that *** would refund tickets if the customer wanted a refund instead of the 12 month credit. This is mentioned in writing on *** website. It's in writing! Expedia reached out to *** and came back with the response of only issuing a credit that is only valid for 12 months. So if I don't use the tickets in 12 months, I'll lose out on about $5,000-. Who knows were we'll be in 12 months and if it'll even be safe to travel by then. I have 2 kids by the way. So safety is key! So I mentioned again to Expedia that *** has posted on their website that they are issuing refunds and again claimed that they'll only give me a 12 month credit. I've tried calling *** to resolve the issue, but they said I have to deal with Expedia since I purchase the tickets through them.
I would like to get a refund for the 5 tickets that I booked and not a credit. The fact that it's posted on the *** website that they will issue a refund and they're not refunding me is false advertising. My flight was canceled by ***. I did not cancel the flight. Now they are only giving a credit that expires in 12 months. It may not be safe travel by then. I haven't worked since the shut down and I'm not even sure if I'll be able to afford to take my family on a trip in the next 12 months? So if there is anything you can do to help get my refund I would GREATLY appreciate it!!!
Here is a direct copy from the *** refund policy due to the Covid-19.
"To allow their customers to plan and enjoy their future trips, *** offers the customers the refund of the ticket in exchange of a voucher. This voucher is valid 18 months from the date of issuance and is redeemable in cash after the expiry date. The vouchers issued previously will automatically benefit from this 18 months extension. We invite you to contact your travel agency or our 5 call center by sending an email to ***.com. We wish to reassure our clients that absolutely all their requests will be processed."
Thanks for your time!
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased four tickets in refundable economy fare with ***
for travel from New York, NY to Casablanca, Morocco on April 4, 2020, and returning
on April 18, 2020, via itinerary number ***.The customer
purchased another roundtrip flight for the same cities and departure flight,
but returning on April 25, 2020 via itinerary ***. This fare was a nonrefundable
and non-changeable economy fare.The
airline has closed off our ability to process refunds on their tickets via the global
distribution system in which they sell there fares, through Expedia and other
online issuers of their tickets. It seems the
message says they might be allowing the exchange of refundable tickets into an
18 month credit for future travel. On contacting them they stated they canceled
many flights due to government restriction during the pandemic and are not
providing refunds. Although the message noted by the customer states that at
the end of that period, if the vouchers are not used, they can be redeemed for
cash, only the airline would be able to do that. Tickets are purged at the end
of their validity, or at their expiration, and as such they are not available
to process a refund on. Tickets that are exchanged by the airline directly to a
voucher cannot be refunded as they would be in exchanged status; and, Expedia
would not be able to access vouchers issued by ***.We have
contacted *** to advise them of the customer request for refund and
to request further information to clarify. Once we receive a reply from them we
will be able to advise the customer further.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team