Expedia booking number: ***. Denied right to full refund and only given the option of taking a voucher/coupon that expires within a few months.
On January 2, 2020, I booked a Barcelona hotel stay (Hotel ***) for 3 rooms from June 13 to June 20, 2020 in the amount of $3,160.37 USD. These were nonrefundable. This was of course before anyone was aware of the Coronavirus issue and subsequent lockdowns.
After finding out about indefinite lockdowns in March 2020, I tried to inquire about cancellations with Expedia, but they would not take my call and would not respond to my emails. The website stated that due to high volumes of cancellations, they would only be able to address my issue 10 days prior to my trip (June). As of yesterday, June 1, I reach out to Expedia again regarding cancellation for a full refund, due to the coronavirus. Expedia tells me I am only eligible for a coupon/voucher for a future stay, because I booked nonrefundable fares. When I call Hotel *** directly, they say they are closed, meaning they would not be able to fulfill their part of the service contract anyway. I contact Expedia again, and they tell me the same thing: I am still only eligible for a coupon/voucher for a future stay. This is not right.
Per the UK Government's guidance (see below link):
Where a contract is not performed as agreed, the CMA considers that consumer protection law will generally allow consumers to obtain a refund.
In particular, for most consumer contracts the CMA would expect a consumer to be offered a full refund where:
a business has cancelled a contract without providing any of the promised goods or services;
no service is provided by a business, for example because this is prevented by Government public health measures;
a consumer cancels, or is prevented from receiving any services, because Government public health measures mean they are not allowed to use the services.
Non-refundable payments and fees
In the CMA’s view, the above rights to a refund will usually apply even where the consumer has paid what the business says is a non-refundable deposit or advance payment.
The CMA also considers that businesses should not charge an admin fee (or equivalent) for processing refunds in the above circumstances.
https://www.gov.uk/
Customer Response
• Jun 15, 2020
In regards to Complaint ID:***:
My complaint with Expedia and the hotel has been resolved, and they are now offering me a full refund. I'm sure it was because of you. Thank you very much.
Due to COVID19, I was at severe risk of getting sick, Therefore I had to cancel my trip. Expedia sent me Email notification of my pending refund for my hotel reservation. Almost 2 months later and still no refund. I have spent countless hours on the phone with my bank and Expedia and still have no solution. I have learned my lesson to NEVER use Expedia's services again.
Expedia.com Response
• Jul 16, 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 itinerary *** including four nights with the YOTEL
New York, check-in in on March 14, 2020, and roundtrip flights.Both the
flights and hotel were authorized for refund. The flights were refunded by the airline.
The hotel refund was processed by Expedia on April 22, 2020, but subsequently
canceled because the customer disputed the hotel charges through their credit
card company. The customer may contact their credit card to inquire on their
dispute.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
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because:
After contacting my credit card company, they have repeatedly told me that there was no refund sent to my account. Attatched are the letters from Chase bank, whom I have tried to dispute this charge with for the past SIX months. They can not do anything on their end, and Expedia still refuses to send me the refund. I am beyond frustrated and want my money back. I should have never used Expedia.
Sincerely
Expedia.com Response
• Aug 01, 2020
August 1, 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 additional comments for complaint number *** from
***.The customer purchased itinerary *** including
four nights with the *** New York, check-in in on March 14, 2020, and
roundtrip flights.As previously stated:Both the flights and hotel were authorized for refund. The
flights were refunded by the airline. The hotel refund was processed by Expedia
on April 22, 2020, but subsequently canceled because the customer disputed the
hotel charges through their credit card company. The hotel refund was $683.20, for the charge of the same
amount that was previously collected on January 14, 2020, transaction ID.The customer may contact their credit card company directly
regarding the credit card dispute and provide this as proof that the refund was
authorized. We cannot process the refund from our end without proof that the
credit card dispute was declined.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
Customer Response
• Aug 03, 2020
Complaint: ***I am rejecting this response because:This is the same exact response from last time. If you can read the documents I uploaded, ON JUNE 2ND 2020, THE LETTER CLEARLY SAYS, "We have mailed a letter to you informing you that the dispute has been closed. In another letter from chase, they say "We can't confirm you're due a credit because the services you purchased were received or available to use." What services? I never received anything. Once again, I am beyond mad at this point and want my money back. I am not accepting this pitiful response to my claim. Sincerely,***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a trip earlier in the year for April 10th, and Expedia has claimed they have been processing my refund since we cancelled before the trip. It has been two months, and I keep getting the run-around and no refund to my account. They claim this is because of COVID. I do not believe them. I would like my refund as soon as possible please.
Customer Response
• Jun 03, 2020
Thanks for your prompt response to my complaint. Expedia has indeed sent the money to my bank, and I received it yesterday. The matter is now resolved. Thanks for your help.
The following complaint is directed towards Expedia. In September 2019, I booked a flight to Canada with one additional passenger via Expedia (the airline carrier is ***) for a total of $878.40 for the roundtrip flight. Due to COVID-19, Expedia sent both an email and text message to me stating at the beginning of May, I had the option to cancel the flight for no additional penalties. On June 2, 2020 I called Expedia (866-327-8682) and after 40 minutes I spoke to a representative who stated that the flight was not eligible for a refund. Only a voucher for the flights could be offered and moreover, these vouchers were only valid for 1 year from the date of purchase which suggests that the vouchers would need to be used by September 2020. I stated to the representative that this wasn't documented anywhere regarding the expiration date of the vouchers. Moreover, I stated that as of the beginning of May, the prime minister of Canada has closed the USA-Canada border to nonessential travel. I requested a full refund to which the representative stated he would transfer my call to a supervisor. In doing so, the initial representative hung up on me. I received a call from the following phone number listed a Phoenix, AZ number (602-6038018) and this representative stated his name was Adrian and he was a supervisor. After approximately 30 minutes, this person stated that *** would not permit a refund for these tickets and that only a voucher could be offered. I requested for documentation and proof that it is ***'s policy to not issue a full refund. I also stated to this "supervisor" that the receipt of payment for the tickets is from Expedia and not from *** so it's inappropriate for Expedia to state a no refund could be issued. This representative stated he would transfer me to a "manager" so I was placed on a *2 hourhold with no communication from the "supervisor" about the status or progress update. Adrian hung up on me after approximately 2 hour hold and called me back stating he apologized for the long hold and was still in the process of locating a manager.
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 combined one way flights from Newark, NJ, USA to Calgary,
AB, Canada, from June 3, 2020 to June 1, 2020.The
customer canceled the flights. Under the airlines goodwill policy due to the
pandemic, the change fee can be waived when the tickets are rebooked, and they
are allowing use of the value to rebook new flights up to 24 months from the
original purchase date. The new flights must be with *** for the same
passenger and depart from the same country of origin. 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 SCorporate Correspondence Team
I booked a room at the *** Gardens in Savannah,Ga. for March 14-16,2020. I called starting March 12 to cancel trip due to Covid-19,I called over 30 times with no prevail. Only 3 times did I manage to talk to someone and I got the run around that the computers crashed each time and call back later. The confirmation # is *** and the itinerary # is *** dated March 3,2020.
Expedia.com Response
• Jul 25, 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: We can confirm our customer
made a reservation to stay at *** for March
14-16, 2020 with a non-refundable change or cancel policy. At the time of
booking our customer chose to purchase Hotel Booking Protection.Due to the unprecedented
situation affecting a great number of people's travel plans, an extraordinarily
high volume of emails, calls, chats, and social media posts have resulted
causing a delay in responses. While our customer service agents are working as
fast as they can to manage all requests and we have redeployed team members
from other parts of the business to assist, we acknowledge the experience has
been less than ideal and understand the impact this has had on our travelers. We have searched our system
for incoming calls and for cases. Unfortunately, we have no record of our
customer calling our customer care before or after the stay.On April 22, 2020 our
customer chatted with a virtual agent (not a live person) about getting a refund.
They were advised to try back later as all our representatives were working
with other customers and the wait time was very long. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. As a courtesy we contacted
the *** to verify if they had been contacted and
to advocate for a waiver on behalf of our customer. They had no record of our
mutual customer contacting them about this reservation. They were open and held
the room for our customer since the booking was never cancelled. Unfortunately, based on our
findings this booking is not eligible for a refund or a voucher. It is important to note that
our customer purchased the Hotel Booking Protection which may provide other
options. Unfortunately, we are not certified to address insurance questions. 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
On April 25th, my friend and I booked a vacation to Punta Cana, Dominican Republic. The traveling dates were July 3rd - July 7th. A few weeks later I called the hotel and they told me that they extended the closure till July 10th. I called Expedia to let them know that the hotel was going to be closed during my trip and that we might needed to change the dates. They told me that they had to send an email to the hotel. A few days later I called four times and none of the employees were able to tell me what was happening on my reservation. On May 28th, I called again and they had to send another email to the hotel to check if the new dates were available. I got an email on June 1st saying that the hotel agreed to change the dates. I called Expedia and they told me that they didn't see anything on the system that they had to send ANOTHER EMAIL. Today, June 2nd, I called two times this morning and all the representatives hung up on me (including a Supervisor named Gerardo). This evening I tried calling Expedia again and the supervisor just told me that I have no options since my airline doesn't have availability and my reservation is nonrefundable. He advised me that he has to send an email to another department to verify what can be done or I can talk to corporate. This is the FIRST and LAST time I use Expedia for my travel plans. I have called Expedia more than 10 times (I have evidence) and no one can help me.
Expedia.com Response
• Jun 30, 2020
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 a vacation package.Upon further
research, we are unable to locate an Expedia account related to Mr. complaint. We respectfully request that he provide us with the email address and
phone number used to book the reservations, and the generated itinerary numbers.
The requested information will enable us to appropriately address his concerns. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Expedia is unresponsive to my request for a refund for a flight, requested according to Expedia's covid-19 refund policy posted on its website.
I am specifically requesting a refund for a flight booked through Expedia on January 29, 2020 for *** Airlines flight on March 20-23, for the amount of $306.80
I am also requesting a refund for a flight change made to that *** reservation on March 5 to move the departure date from March 20 to March 19 for the amount of $218.
I contacted *** Airlines and they said the request for both refunds must come through you.
I contacted Expedia again and they contend that *** must be responsible for the refunds.
Getting the runaround
Expedia.com Response
• Jul 12, 2020
July 12, 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
flight reservation. We understand the customer is requesting a full refund of the
flight due to an airline-initiated schedule change. Upon
review, on June 10, 2020, *** Airlines issued a refund of the flight back
to the customer’s original form of payment. Please be advised that the airline
is the merchant of payment and their refund timing can take up to two billing
cycles.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 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
In February, 2020 I made a hotel reservation with *** by ***, Nuernberg, Germany for July 4, 2020 through July 8, 2020 with Expedia. I paid to Expedia $415.20 for this reservation. Unfortunately, my trip was cancelled with *** Airlines due to Covid-19. I contacted Expedia via email to cancel this reservation. I only received $41.52 refund. I have contacted Expedia everyday since April 1, 2020 regarding obtaining a full refund. I have been lied to every time with excuses. I have called the hotel in Germany to discuss this issue with hotel manager. She advised me that NO funds were taken from expedia and no cancellation fees will be applied to my account. The 1-800-397-3343 for expedia sends me to a call center in China and they are NO help, they just hang up on me. I would like to resolve this matter and get my full refund for this reservation.
Expedia.com Response
• Jul 08, 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 with ***, itinerary *** was created on March 12th, 2019 for a check in of July 4th, 2020 and a check out of July 8th, 2020. This was a pre-paid reservation with Expedia and the guest was charged $415.20 USD to their card at the time of booking.Conclusion/Resolution:We apologize for any frustration caused on our guest's behalf. We were able to obtain a full fee waiver with the hotel and have processed a full refund back to the customer's card in the amount of $41.52 USD on April 7th, 2020 which has been fully processed and $373.68 USD on July 7th, 2020 which will be completed in 7 - 10 business days.Additionally, A Coupon for 25.00 USD valid until Aug 31, 2021 has been added to the customer's account as goodwill due to the trouble the customer went through to get their refund. We do apologize for any inconvenience this experience has caused the customerThank you for bringing this matter to our attention and allowing us a chance for resolution.Tell us why here...
In January 2020, well before Covid-19 was an issue, we made two hotel reservations for the *** in Lisbon, Portugal via Expedia. These were pre-paid non-refundable stays. We knew this at booking and I am not disputing this fact and understand that if we choose to make a change or cancel that we would lose our payment. However, deciding not to travel to Europe during this time is not our choice. COVID-19 has caused this issue. Our airline flights were canceled, not by us, but by the airlines. When we asked Expedia for a refund they said they must ask *** for a confirmation that they approve a refund. Expedia is saying the Hotel is offering a voucher instead of a refund. When I called to complain to Expedia, they referred me to the hotel and transferred me via phone to a *** Manager, but the Expedia agent dropped of the call and did not stay to try and mediate on my behalf. The hotel mgr. said that they have not collected any money for the pre-paid stay and would not be paid by Expedia until we checked in. He also said Expedia could refund fully if they choose to. So Expedia is pointing the finger at the hotel and the hotel is point back at Expedia.
Expedia.com Response
• Jul 01, 2020
July 1, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: 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 ***) wants a
refund of $970.97.Our records
indicate on January 31, 2020, Mr. or an authorized user of the Expedia account,
self-booked a three night stay at ***, checking in June
14, 2020 and checking out June 17, 2020, via ***.
We can confirm on May 30, 2020, the
customer called in wanting
to cancel. Our representative reviewed
the reservation and verified the reservation was cancelled due to COVID19. Our representative called the hotel and spoke
with the front desk and they advised to send the hotel an email. The hotel replied and advised a future credit
could be used for the hotel reservation up until December 31, 2021. Expedia
emailed the customer and advised a voucher would be issued for the hotel
reservation.
On June 1,
2020, the customer called in and our representative advised a voucher
would be applied to the cancellation per the hotel policy; the customer
insisted on a refund. As a courtesy Expedia emailed the hotel asking for a
refund.
After
further review on July 1, 2020, Expedia reviewed the notes on the
Expedia account. June 19, 2020, Expedia
processed a refund for $711.30 to the original card that was charged for the
hotel reservation. The refund will
appear within 30 business days from the processing date.
Our records indicate on January 31, 2020, Mr. or an authorized user of the Expedia account, self-booked a one night
stay at ***, checking in June 21, 2020 and checking out
June 22, 2020, via ***.We can confirm on May 30, 2020, the
customer called in wanting to
cancel. Our representative reviewed the
reservation and verified the reservation was cancelled due to COVID19. Our representative called the hotel and spoke
with the front desk and they advised to send the hotel an email. The hotel replied and advised a future credit
could be used for the hotel reservation up until December 31, 2021. Expedia
emailed the customer and advised a voucher would be issued for the hotel
reservation.
On June 19,
2020, the customer communicated with our Executive Escalations
Team. The Executive Escalations Team reviewed the reservation and found the hotel originally
denied the refund but then authorized it. Our representative process a refund for $259.67. The customer filed a
dispute with the financial institution which caused the refund to fail as of
June 6, 2020.
After further
review on July 1, 2020, Expedia
reviewed the Expedia account and the two reservations. One of the reservations (***) was refunded $711.30 on June 19, 2020. The other reservation (***) had a refund processed on June 19, 2020 but failed
because the customer filed a dispute with the financial institution. The customer will need to discuss the matter
with the financial institution that the dispute was filed with. Expedia is not able to issue the refund since
the financial institution has precedence over the matter since the filing of
the dispute.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions: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 fashionOur 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 Expedia. Expedia is 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. Expedia has 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.
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.
We had several reservations that were cancelled (hotels, fligths), and we are getting a hard time to contact Expedia and get the refunds. In some cases they are forcing us to get a voucher that we will not know if we are going to be able to re-use.
We have been in constant contact with them and we cannot find a solution, every time we contact hem back we start again from zero.
Expedia.com Response
• Jul 14, 2020
July 14, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: 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 ***) would like a refund of $2809.01.Our records indicate on February
21, 2020, Mr. or an authorized user of
the Expedia account, self-booked a one night stay at ***side Hotel & Resort arriving on
March 14, 2020 and checking out on March 15, 2020 via ***.
We can confirm on April 16,
2020, the customer communicated with our Social Media Team and
request that his booking be refunded. The customer advised that we have to call him
back for the updates and advised that the hotel agreed to refund because the
booking is not showing on their end.
On May 29, 2020, the customer communicated with our Social Media Team
and requested a refund. The customer advised he has not received any
updates. Our representative advised the
case will be assigned to one of our teams and to expect an email update in four
weeks
On July 8, 2020, the customer communicated with our Social Media Team
and requested a refund for the cancelled reservation. Our representative contacted the hotel and
they confirmed the reservation was not on their end and authorized refunding
the customer
After further review on July
14, 2020, Expedia confirms
the refund $335.54 was processed on July 8, 2020. The refund should appear on AMEX card ***
within 30 days from the processing date.
Our records indicate on February
29, 2020, Mr. or an authorized user of the Expedia account,
self-booked a one night stay at *** arriving on April 2, 2020 and checking
out on April 3, 2020 via ***.
We can confirm on May 29, 2020, the customer communicated with our Social Media Team
and asked for a refund Our representative
verified the booking and advised the customer a voucher was issued for the
cancelled reservation. Our
representative advised Mr. of the voucher validity and explained the voucher
policy.
After
further review on July 14, 2020, Expedia
verified the hotel reservation was non-refundable and the hotel policy allows a
voucher to be issued for a future stay. A
voucher was issued on March 24, 2020, for $84.19 towards a future stay at the
hotel. The customer would need to
contact our Customer Service Department at 877-227-7481 to rebook a new hotel reservation
Our records indicate on December
18, 2019, Mr. or an authorized user of the Expedia account,
self-booked a nine night stay at *** arriving on April 3, 2020 and checking
out on April 12, 2020 via ***.
We
can confirm on May 29, 2020, the customer communicated with
our Social Media Team and asked for a
refund Our representative verified the booking and advised the customer a voucher
was issued for the cancelled reservation. Our representative advised Mr. of the voucher validity and explained
the voucher policy.
After
further review on July 14, 2020, Expedia
verified the hotel reservation was non-refundable and the hotel policy allows a
voucher to be issued for a future stay. A
voucher was issued on March 24, 2020, for $579.00 towards a future stay at the
hotel. The customer would need to
contact our Customer Service Department at 877-227-7481 to rebook a new hotel reservation.
Our records indicate on December
27, 2019, Mr. or an authorized user of the Expedia account,
self-booked three round trip flights on ***
departing on May 12, 2020 from Miami, FL, USA to Madrid, Spain and returning on
May 29, 2020, via ***.
We
can confirm on May 29, 2020, the customer called in to check
on the refund status. There are note
other notes or documentation on the account.
After further review on July
14, 2020, Expedia verified the Expedia
account and the *** flight reservation. The *** flight reservation shows the customer cancelled the reservation
via electronic communication on April 10, 2020. Expedia was able to confirm the *** record is noted that three refunds
have been processed on May 29, 2020 for $567.67 to a Mastercard ending ***.
Our records indicate on December
27, 2019, Mr. or an authorized user of the Expedia account,
self-booked three Flight Protection Plans for coverage on the three round trip
flights booked on *** departing on May 12,
2020 from Miami, FL, USA to Madrid, Spain and returning on May 29, 2020, via ***.
We can confirm on February
12, 2020, the flight protection plan
was cancelled on the website.
After further review on July
14, 2020, Expedia verified the Flight
Protection Plan was cancelled on February 12, 2020. The Flight Protection Plan was refundable for
the first 10 days it was added. It is not refundable since it was cancelled on
February 12, 2020.
Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions: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 fashionOur 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 Expedia. Expedia is 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. Expedia has 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.
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, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because we find no use for the travel vouchers to ***, Peru.
We are not planning to travel to *** in the near future and we have no use for the hotel.
by the way the Hotel is the one that closed and cancel the reservation, we had plans to travel and until now the hotel is still closed.
We can accept a travel voucher but not confined to *** destination.
I booked a trip through Expedia Thursday March 12th 2020 to travel Mexico March 19th.
I was aware that the booking was nonrefundable. However, the travel ban between the US and Mexico in addition to the airline cancelling the flight that I booked through Expedia prevented me from being able to travel to Mexico. This is called a Force Majeure. A force majeure refers to a clause that is included in contracts to remove liability for natural and unavoidable catastrophes that interrupt the expected course of events and prevent participants from fulfilling obligations.
At the time of the booking, I consulted the CDC travel guidelines and it was safe to travel to Mexico. Mexico did not have many cases of COVID-19 and was not listed as a place to avoid travel to at the moment. Chicago—the city in which I was traveling from also did not have many cases of COVID-19 at the moment. Airlines and travel sites were also allowing bookings at the time so I thought that I would be able to travel to Mexico. The US was also very late in recognizing that COVID-19 was a serious issue.
Nevertheless, the flight that I booked through Expedia was cancelled and the airline gave refunds because of the travel ban that was imposed last minute between the US and Mexico. Therefore, it was impossible for me to go to Mexico.
I contacted Expedia several times and no one answered the phone or responded to my emails about the refund. They told me to call the hotel for a refund when I did get through. I contacted the hotel, and the hotel told me that they would give refunds because of COVID-19 but told me that I had to contact Expedia for a refund and sometimes they responded to my emails in Spanish in which I did not understand. I have an email from Expedia saying that it would be most economical for me to go to Mexico but it was impossible to go because of the travel ban and Expedia’s/*** cancellation of my flight!!!!!
Expedia.com Response
• Jul 13, 2020
July 12,
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 14409894 from Devonna Thompson.On March
11, 2020, the customer purchased four nights with the *** by
*** – All Inclusive (Adults Only), in Cancun, Mexico, including combined one
way flights, departing with *** Airlines, and returning with *** Airlines,
via itinerary ***. The
outbound flight with *** Airlines had been suspended due to no show. We’re
sorry to hear that the customer had been unable to contact us. We issued a
refund for the flight in the amount of $122.62 on July 12, 2020. The return
flight with *** Airlines was refunded by the airline on June 21, 2020.The hotel
was nonrefundable with no changes allowed. It was canceled by the customer on June
18, 2020. We have requested a goodwill refund due to the circumstances and will
advise the customer further when we receive a reply.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 a cruise booked through *** for August 15th thru the 30th of 2020. All cruises were cancelled by *** due to COVID-19. So as a result the hotel that I booked at the ***, Vancouver Airport, through Expedia.com had to be cancelled. Expedia.com refuses to refund the $187.91 dollars that I was charged for this hotel and I feel that since this had to be cancelled as of no fault of my own that all moneys paid for said hotel should be reimbursed to me by Expedia.com. This is clearly a case of taking advantage of customers that could not cruise due to COVID-19 in 2020. I would like to add that *** is refunding all money paid for said cruise that they cancelled.
Expedia.com Response
• Jul 28, 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 20,2020 via Days Inn by *** Vancouver Airport for arrival on August 30 and departure on August 31, 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 June 1,2020 our customer contacted customer care asking for a refund. The customer care team contacted the hotel Days Inn by *** Vancouver Airport and were advised the hotel would not allow any refund. This information was provided to the guest at the time of the call. On July 24,2020 our customer called again asking for a refund. The guest was informed the hotel declined a request for refund Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia TeamTell us why here...
I had a reservation for a hotel that due to Covid-19 I needed to cancel. I have the hotels policy that states even if it's a non-refundable reservation they are honoring refunds. Expieda stated they will also honor non-refundable bookings due to Covid however, they are stating that it is to late to get a refund. I tried to contact Expedia numerous times to no avail as they were not answering the phones or email. I even tried their virtual assistant who could not help me either. my credit card credited me the fee but now is putting it back as Expedia states they will not refund. I have all the proof stating if reservation was prior to April 30 2020 they will refund. My reservation #*** was for March 17th.
Expedia.com Response
• Jul 29, 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 25, 2020 via *** Resort & Spa 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 June 1, 2020 our guest contacted customer care to ask for a refund. The case was sent to another team for processing as the hotel had agreed to a full refund. The refund had not been issued as promised due to a processing error. 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 222.47 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. In addition to the cash refund, the Rewards used on the reservation were returned to 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 have repeated attempted to contact Expedia. I was first told I had to wait 30 days before my original trip, now being told no sooner than 72 hours. Secondly, I booked a trip with them. I used Expedia to book flights. The two airlines they set me up with, both canceled my original flights which were NON-Stop Flights. The two airlines cancelled those non-stop flights and did not refund me the difference in cost of fairs. Due to Covid, my trip got canceled, and Now I want a full refund. The airlines canceled my original flights, and put me on flights I don't want, and Covid caused my trip location to cancel reservations. I simply want a full refund. I did not create this issue, the airlines cancelled my original flights and I did all this through expedia. They will not answer the phone, will not respond to emails and will not give me my money back.
Expedia.com Response
• Jul 12, 2020
July 12, 2020Re: 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 a flight reservation. We understand Mr. is requesting to a full refund due to the COVID-19. Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that Mr. 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
Customer Response
• Jul 13, 2020
Complaint: ***
I am rejecting this response because:I have called them multiple times. They have my email and they have my cell phone, and address.
Here is the iteanrry number they said I did not provide them: ***.
I booked this trip with expedia. The airlines canceled my original flights and rescheduled them for lay over flights. This is not what I paid for nor requested. I want a full refund or credit with expedia that will not expire. I don't feel this is unreasonable request.
Expedia is making it extremely difficult to get through to speak to a human being, was on hold 3 hours. I waited weeks for a Revdex.com response from them. I feel they are failing at customer service and need to step up and make this right.
Sincerely
Expedia.com Response
• Jul 19, 2020
July 19, 2020
Re: 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 a flight reservation. We understand Mr.
*** is requesting to a full refund due to the COVID-19.
Our records indicate that on February 5, 2020, Mr. ***, or an authorized user of her Expedia account, self-booked a combined one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for June 29, 2020 from Akron, OH and
returning on *** Airlines from West Palm Beach, FL to Akron, OH on July 6, 2020.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, for flights departing from March
19, 2020 through May 31, 2020, Expedia customers would receive an airline travel credit.
This 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, there will be no refund
provided and new travel needs to depart within 1 year from original ticket issue date 05FEB20. *** Airlines also follows the same policy as Mr.
flights are non-refundable with a waiver of change fees; tickets need to be reissued on/before 30 Sep 2022.
We understand that Mr. are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are
trying to work through and Expedia Group must follow the airline 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 20, 2020
Complaint: ***
I am rejecting this response because:I did not cancel the flights. The airlines cancelled my original one way flights and made them lay over flights. Expedia was the venue used to do this travel arrangement. I do not accept that they worked as hard as they can on my behalf. This is not a satisfactory resolution. I will let everyone know how expedia mistreated me and that they do not care about their clients. I will no longer use Expedia, and I will tell everyone to use another company. Because I DID NOT cancel my flights, I should be given a full refund. The airlines cancelled my original flights. What other company can cancel services and still charge for it? No one should accept that type of treatment from a company.
Expedia has yet to call me. The airlines do not answer the phones. The credits they speak of, are almost impossible to use, and I need to contact the airlines, but they do not answer (which is why I used Expedia in the first place).
cancel my flight for June 24/2020, and they are refusing to give me my money back, they cancel the flight and according to the department of transportation DOT I should get a full refund. I bought the tickets from Expedia.Terrible customer services.
Expedia.com Response
• Jul 13, 2020
July 13, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: 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 Mrs. *** (Revdex.com case number ***) regarding a
flight reservation. We understand Mr. is requesting a refund for her flight reservation instead of a travel credit
due to COVID-19.
Our records indicate that on December 21, 2020, Mrs. ***, or an authorized user of her Expedia account, self-
booked a flight reservation using Expedia’s website, under itinerary *** for five travelers. Departure on ***
*** Airlines from Miami, FL to Madrid, Spain on June 24, 2020 and returning on July 8, 2020 with added Travel
Protection Flight Protection Plan.
We've worked hard to advocate for as much flexibility as possible. Per ***’s 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, there will be no change free of charge until
30/06/21. When Mr. is ready to rebook Mrs. is responsible for any fare difference if the original fare is not
available.
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 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 ***Corporate Correspondence Team
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because by law I should receive a full refund since Expedia and *** canceled my flight and they are not taking any responsibility for their actions.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia is my travel agent for a trip that was canceled from *** Airways. I am unable to talk directly with *** Airways, as they will only speak with the travel agent who made booking, which is Expedia. According to DOT rules, I am entitled a full refund, as *** airways canceled my flight. *** airways, is only issuing travel credits, which in this case is not legal. Expedia has done very little to help, and I am stuck in the middle and can not get anything accomplished. I have tried for over 1 month to resolve this issue with Expedia, and they have done very little to help and left me thinking that the matter was resolved and a refund was on its way, only to find out that they were notified otherwise. I was not called or emailed any notification and was forced to find this all out on my own. Each time it takes an average of 2-3 hours of navigating a complex operating system, to speak to a representative. And I have requested to speak to a manager on multiple occasions, only to be disconnected or never patched through. As my travel agent, They happily took my money after booking, but now that I need them to help with my legal right to refund, they are not helping at all. I do not know what else to do. I’m sure this is one thousands of similar complaints, and these matter need to be resolved, because it is the consumer who is getting hurt the worst.
Expedia.com Response
• Jul 12, 2020
July 12, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting to a full refund of his flight due to COVID-19.
Our records indicate that on February 24, 2020, Mr. Jahn, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airways from Los Angeles, CA to Vava'u, Tonga on April 30, 2020 and
returning on December 9, 2020.
When researching this matter, we were able to send the ticket up for a full refund on June 1, 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.
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. 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 reserved through Expedia.com a hotel booking for a stay in New York City for April 10th- April 13th at *** Hotel & Suites for a short family trip. We booked two rooms through Expedia for our family. After the pandemic intensified, especially in New York, Expedia allowed us to cancel our trip for a full refund using the instructions they provided online. On our personal Expedia account it shows that both rooms were cancelled and we are receiving a refund of $1688.46 (we have screen shots of this information). As of April 21st we were refunded $844.23 or half the amount (one room). We contacted Expedia's customer support and asked about our missing refund amount and we were told the remaining amount would be refunded within four weeks, but that with Covid-19 they were experiencing some delays. We were given a support case number for our issue. As of May 30th, we still had not received the remaining portion of our refund. We contacted Expedia again and were told they would look into it and please allow another four weeks (and they had no record of the support case number they gave us). At this point we told them we would be contacting the Revdex.com.
Expedia.com Response
• Jul 25, 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
*** Hotel & Suites by *** for April 10-13, 2020 for a total of
1688.46 USD with a non-refundable change or cancel policy. Our customer
cancelled their booking on April 6, 2020 and were refunded 844.23 USD for the
second room on the booking. At the time our customer cancelled their booking
online there was a 30-day processing period for refunds. On May 6, 2020 our customer contacted our customer care for
assistance with getting refunded the remaining 844.23 USD. Our customer care
representative advised that a voucher would be issued and added a case to queue. On May 30, 2020 our customer reached out to our customer care
following up on the status of their refund request. Our representative
attempted to reach the property and get a waiver, but the property was not able
to confirm whether the charges were waived for the booking. On June 19, 2020 a voucher valued at 844.00 USD was sent to
the email address used when booking. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. We have issued a refund of 844.23 USD to the method of
payment used when booking. It can take up to 10 days for refunds to post. A
system generated receipt has been sent to the email address used when booking.
The voucher valued at 844.00 USD has been deactivated. 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
I am writing to you after spending hours and hours on hold, sending e-mails, returning calls that were "cut off" and trying to speak to someone at Expedia directly to rectify this problem.
My husband and I purchased a vacation package and trip insurance (Itinerary number ***) on February 28, 2020. Shortly there after, due to Covid-19 travel restrictions *** Airline cancelled our flight and the resort we were scheduled to stay at temporarily closed. Although the trip was cancelled through no fault of our own, Expedia is refusing to refund us the $104.00 we paid in the travel insurance. I explained to Expedia that without the the trip the insurance policy would be null and void as the insurance was to only cover a trip, which at this point was nonexistent. When I asked Expedia to explain to me what service it was that they actually sold me that I could use, they said I could have filed a claim if I needed to. I told them any claim field would have been insurance fraud since I would not have been on the vacation it was purchased for.
Needless to say, I am done going around and around with them over this $104.00 reimbursement.
Expedia.com Response
• Jul 12, 2020
July 12,
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 a package with hotel, flights and vacation protection
coverage. The
package protection coverage provided a waiver of cancelation fees for
cancelation prior to travel, as well as medical, baggage, and other protections
from the start of purchase. While we
understand that the customer was able to get the cancelation fees waived, the
coverage was active and past the 10 look period in which refunds are permitted.
As such, a refund is not available.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
Customer Response
• Jul 18, 2020
Complaint: ***
I am rejecting this response because: the package I purchased was through Expedia. It included airfare through *** Airlines and resort reservations at the *** in St. Pete Beach, Florida. This package was purchased in February for my husband and I to travel in April. Unbeknownst to us, there would be a global pandemic going on during the time we were supposed to be traveling. *** Airlines (the airline that we contracted through Expedia) cancelled our flight, and all flights out of *** International Airport. The *** (the resort we contracted through Expedia)couldn't be certain that they would be open at the time of our arrival. It became effective April 1, 2020, Florida Governor *** had ordered “Shelter at Home” measures for the entire state through a minimum of April 30, 2020. Also during this time, The Centers for Disease Control and Prevention urged Americans to avoid all nonessential travel due to the COVID-19 Pandemic. While on the phone discussing the situation with a representative from The ***, she stated that due to the pandemic they were waving cancellation fees. While Expedia would like to take credit for getting our cancellation fee waived, that came directly from the resort as the resort instructed them not to charge the fee. Therefore, since the airline cancelled our flight with no other option for travel and the resort couldn't be certain that they would be open (which they did inevitably close). Therefore, how can Expedia charge travel insurance for a trip that was cancelled before it could ever take place? . Expedia refusing to reimburse me the travel insurance fee makes about as much sense as me suing Expedia due to the fact they couldn't keep their part of our contract and provide us a vacation because there was a global pandemic going on. Failure to refund the travel insurance fee is an extremely poor business practice in light of the pandemic crisis the country was in at the time.
When I booked my package (flight and hotel) reservation with Expedia it stated free cancelation until July 15th. When I went to cancel the reservation I could get a refund with the hotel but the airlines portion would only be given as airline credit. I do not want airline credit and want a full refund like their website stated. Not sure if during this Covid-19 that someone did something wrong on their website but it should not reflect on me negatilvely.
Expedia.com Response
• Jul 13, 2020
July 12,
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 a package with the *** Resort & Spa in Lahaina,
HI, for seven nights, with check in on July 29, 2020, and combined one way
flights, for $5360.72. The hotel could be canceled until 11:59 AM (Hawaiian
Standard Time) on July 28, 2020. After that time, there was a one night penalty.
The flights were nonrefundable 24 hours after the purchase.The
customer canceled online on June 8, 2020. The data from cancelation shows the
customer reviewed each of the one way flights. The information provided
reiterated that the flights had been refundable until 24 hours after purchase;
and, that the flights were nonrefundable and name changes and transfers were
not allowed. The customer reviewed the hotel details, which advised that the
hotel could be refunded and the amount of $4175.92 would be returned. The
customer canceled each of the items.The
flight tickets are with *** Airlines and *** Airlines. Each may be used
towards a new flight purchase with the same airline and for the same passenger,
without a change fee, within the validity period of the ticket. Refunds are not
available for nonrefundable flights that were still operating as scheduled at
the time of cancelation.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 had flight reservations made with Expedia for a trip to Ireland with *** in March, 2020. Due to COVID-19, we could not go and could not get a refund, but could use the voucher money toward a future trip that had to be made within a week. Therefore, we used our money on reservations in August, 2020 to Ireland. Shortly after this on March 27, 2020, we received an email from Expedia stating that the flights in August had been canceled by ***. Because of this, we made alternate vacation plans.
We have been waiting for our refund from Expedia but understand things are taking longer than normal due to COVID-19. I tried reaching out to Expedia about our refund and spent many hours waiting on the phone multiple times only to be disconnected. I finally tried the email route. I have been going back and forth with Expedia over email about this. They now claim that the flights aren't canceled anymore! These flights cost us $2454.36! We expect our refund due to Expedia notifying us back in March that these flights were canceled and never telling us that they weren't until 2 months later only because I inquired about our refund! We have made other plans now, too, knowing that the flights were canceled and expecting to get this refund! I do have the email notifying us of the cancellation from Expedia, which I have sent them and could provide here if needed.
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
flight reservation. We understand the customer is requesting a full refund of
the flight due to an airline-initiated schedule change. Expedia
is currently coordinating the request with *** and waiting for the
airline’s authorization of a refund. It may take up to 7-10 business days for
the refund request to be reviewed. We will notify the customer 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 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 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
Customer Response
• Jul 13, 2020
Complaint: ***
I am rejecting this response because the reason I am requesting a refund is not due to an airline initiated scheduled change, as Expedia states here! If Expedia read my complaint, they would know it actually has NOTHING TO DO WITH ***. On March 27, 2020, Expedia sent me an email that I have and can provide as proof that states that *** had cancelled our flights in August to Ireland. Accordingly, we cancelled all of our plans for this trip and made other plans within the United States instead. When I followed up in May, after what I thought was plenty of time for a refund to take place, I was put on hold for many hours multiple times and finally contacted them via email where I was told that we were not receiving a refund because *** had never cancelled the flights! This was Expedia's mistake and they should take full responsibility! *** had never cancelled the flights, and since then, they have made a schedule change. While this is true, it has nothing at all to do with the complaint!
Sincerely
Expedia.com Response
• Jul 18, 2020
July 18, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. ***
(Revdex.com case number ***).
Please be advised that on July 13, 2020, Expedia received the airline’s
authorization for a refund of the flight due to an airline-initiated schedule
change. On July 14, 2020, we issued a full refund back to the customer’s
original form of payment. Please note that *** is the merchant of
payment and their refund timing can take up to two billing cycles, depending on
Ms.’s financial institution.
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
Customer Response
• Jul 20, 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.
However, I am completely dissatisfied with Expedia. They
were able to get a refund from *** due to the fact that *** made
a schedule change for our flight within the last month which had nothing to do with the complaint. Expedia made the error back in March of informing me that our flights had been
canceled, which they never were. Expedia should have taken responsibility for
this and never did!
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia booking number: ***. Denied right to full refund and only given the option of taking a voucher/coupon that expires within a few months.
On January 2, 2020, I booked a Barcelona hotel stay (Hotel ***) for 3 rooms from June 13 to June 20, 2020 in the amount of $3,160.37 USD. These were nonrefundable. This was of course before anyone was aware of the Coronavirus issue and subsequent lockdowns.
After finding out about indefinite lockdowns in March 2020, I tried to inquire about cancellations with Expedia, but they would not take my call and would not respond to my emails. The website stated that due to high volumes of cancellations, they would only be able to address my issue 10 days prior to my trip (June). As of yesterday, June 1, I reach out to Expedia again regarding cancellation for a full refund, due to the coronavirus. Expedia tells me I am only eligible for a coupon/voucher for a future stay, because I booked nonrefundable fares. When I call Hotel *** directly, they say they are closed, meaning they would not be able to fulfill their part of the service contract anyway. I contact Expedia again, and they tell me the same thing: I am still only eligible for a coupon/voucher for a future stay. This is not right.
Per the UK Government's guidance (see below link):
Where a contract is not performed as agreed, the CMA considers that consumer protection law will generally allow consumers to obtain a refund.
In particular, for most consumer contracts the CMA would expect a consumer to be offered a full refund where:
a business has cancelled a contract without providing any of the promised goods or services;
no service is provided by a business, for example because this is prevented by Government public health measures;
a consumer cancels, or is prevented from receiving any services, because Government public health measures mean they are not allowed to use the services.
Non-refundable payments and fees
In the CMA’s view, the above rights to a refund will usually apply even where the consumer has paid what the business says is a non-refundable deposit or advance payment.
The CMA also considers that businesses should not charge an admin fee (or equivalent) for processing refunds in the above circumstances.
https://www.gov.uk/
In regards to Complaint ID:***:
My complaint with Expedia and the hotel has been resolved, and they are now offering me a full refund. I'm sure it was because of you. Thank you very much.
Best Regards
Due to COVID19, I was at severe risk of getting sick, Therefore I had to cancel my trip. Expedia sent me Email notification of my pending refund for my hotel reservation. Almost 2 months later and still no refund. I have spent countless hours on the phone with my bank and Expedia and still have no solution. I have learned my lesson to NEVER use Expedia's services again.
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 itinerary *** including four nights with the YOTEL
New York, check-in in on March 14, 2020, and roundtrip flights.Both the
flights and hotel were authorized for refund. The flights were refunded by the airline.
The hotel refund was processed by Expedia on April 22, 2020, but subsequently
canceled because the customer disputed the hotel charges through their credit
card company. The customer may contact their credit card to inquire on their
dispute.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
Complaint: ***
I am rejecting this response because:
After contacting my credit card company, they have repeatedly told me that there was no refund sent to my account. Attatched are the letters from Chase bank, whom I have tried to dispute this charge with for the past SIX months. They can not do anything on their end, and Expedia still refuses to send me the refund. I am beyond frustrated and want my money back. I should have never used Expedia.
Sincerely
August 1, 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 additional comments for complaint number *** from
***.The customer purchased itinerary *** including
four nights with the *** New York, check-in in on March 14, 2020, and
roundtrip flights.As previously stated:Both the flights and hotel were authorized for refund. The
flights were refunded by the airline. The hotel refund was processed by Expedia
on April 22, 2020, but subsequently canceled because the customer disputed the
hotel charges through their credit card company. The hotel refund was $683.20, for the charge of the same
amount that was previously collected on January 14, 2020, transaction ID.The customer may contact their credit card company directly
regarding the credit card dispute and provide this as proof that the refund was
authorized. We cannot process the refund from our end without proof that the
credit card dispute was declined.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
Complaint: ***I am rejecting this response because:This is the same exact response from last time. If you can read the documents I uploaded, ON JUNE 2ND 2020, THE LETTER CLEARLY SAYS, "We have mailed a letter to you informing you that the dispute has been closed. In another letter from chase, they say "We can't confirm you're due a credit because the services you purchased were received or available to use." What services? I never received anything. Once again, I am beyond mad at this point and want my money back. I am not accepting this pitiful response to my claim. Sincerely,***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a trip earlier in the year for April 10th, and Expedia has claimed they have been processing my refund since we cancelled before the trip. It has been two months, and I keep getting the run-around and no refund to my account. They claim this is because of COVID. I do not believe them. I would like my refund as soon as possible please.
Thanks for your prompt response to my complaint. Expedia has indeed sent the money to my bank, and I received it yesterday. The matter is now resolved. Thanks for your help.
The following complaint is directed towards Expedia. In September 2019, I booked a flight to Canada with one additional passenger via Expedia (the airline carrier is ***) for a total of $878.40 for the roundtrip flight. Due to COVID-19, Expedia sent both an email and text message to me stating at the beginning of May, I had the option to cancel the flight for no additional penalties. On June 2, 2020 I called Expedia (866-327-8682) and after 40 minutes I spoke to a representative who stated that the flight was not eligible for a refund. Only a voucher for the flights could be offered and moreover, these vouchers were only valid for 1 year from the date of purchase which suggests that the vouchers would need to be used by September 2020. I stated to the representative that this wasn't documented anywhere regarding the expiration date of the vouchers. Moreover, I stated that as of the beginning of May, the prime minister of Canada has closed the USA-Canada border to nonessential travel. I requested a full refund to which the representative stated he would transfer my call to a supervisor. In doing so, the initial representative hung up on me. I received a call from the following phone number listed a Phoenix, AZ number (602-6038018) and this representative stated his name was Adrian and he was a supervisor. After approximately 30 minutes, this person stated that *** would not permit a refund for these tickets and that only a voucher could be offered. I requested for documentation and proof that it is ***'s policy to not issue a full refund. I also stated to this "supervisor" that the receipt of payment for the tickets is from Expedia and not from *** so it's inappropriate for Expedia to state a no refund could be issued. This representative stated he would transfer me to a "manager" so I was placed on a *2 hourhold with no communication from the "supervisor" about the status or progress update. Adrian hung up on me after approximately 2 hour hold and called me back stating he apologized for the long hold and was still in the process of locating a manager.
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 combined one way flights from Newark, NJ, USA to Calgary,
AB, Canada, from June 3, 2020 to June 1, 2020.The
customer canceled the flights. Under the airlines goodwill policy due to the
pandemic, the change fee can be waived when the tickets are rebooked, and they
are allowing use of the value to rebook new flights up to 24 months from the
original purchase date. The new flights must be with *** for the same
passenger and depart from the same country of origin. 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 SCorporate Correspondence Team
I booked a room at the *** Gardens in Savannah,Ga. for March 14-16,2020. I called starting March 12 to cancel trip due to Covid-19,I called over 30 times with no prevail. Only 3 times did I manage to talk to someone and I got the run around that the computers crashed each time and call back later. The confirmation # is *** and the itinerary # is *** dated March 3,2020.
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: We can confirm our customer
made a reservation to stay at *** for March
14-16, 2020 with a non-refundable change or cancel policy. At the time of
booking our customer chose to purchase Hotel Booking Protection.Due to the unprecedented
situation affecting a great number of people's travel plans, an extraordinarily
high volume of emails, calls, chats, and social media posts have resulted
causing a delay in responses. While our customer service agents are working as
fast as they can to manage all requests and we have redeployed team members
from other parts of the business to assist, we acknowledge the experience has
been less than ideal and understand the impact this has had on our travelers. We have searched our system
for incoming calls and for cases. Unfortunately, we have no record of our
customer calling our customer care before or after the stay.On April 22, 2020 our
customer chatted with a virtual agent (not a live person) about getting a refund.
They were advised to try back later as all our representatives were working
with other customers and the wait time was very long. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. As a courtesy we contacted
the *** to verify if they had been contacted and
to advocate for a waiver on behalf of our customer. They had no record of our
mutual customer contacting them about this reservation. They were open and held
the room for our customer since the booking was never cancelled. Unfortunately, based on our
findings this booking is not eligible for a refund or a voucher. It is important to note that
our customer purchased the Hotel Booking Protection which may provide other
options. Unfortunately, we are not certified to address insurance questions. 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
On April 25th, my friend and I booked a vacation to Punta Cana, Dominican Republic. The traveling dates were July 3rd - July 7th. A few weeks later I called the hotel and they told me that they extended the closure till July 10th. I called Expedia to let them know that the hotel was going to be closed during my trip and that we might needed to change the dates. They told me that they had to send an email to the hotel. A few days later I called four times and none of the employees were able to tell me what was happening on my reservation. On May 28th, I called again and they had to send another email to the hotel to check if the new dates were available. I got an email on June 1st saying that the hotel agreed to change the dates. I called Expedia and they told me that they didn't see anything on the system that they had to send ANOTHER EMAIL. Today, June 2nd, I called two times this morning and all the representatives hung up on me (including a Supervisor named Gerardo). This evening I tried calling Expedia again and the supervisor just told me that I have no options since my airline doesn't have availability and my reservation is nonrefundable. He advised me that he has to send an email to another department to verify what can be done or I can talk to corporate. This is the FIRST and LAST time I use Expedia for my travel plans. I have called Expedia more than 10 times (I have evidence) and no one can help me.
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 a vacation package.Upon further
research, we are unable to locate an Expedia account related to Mr. complaint. We respectfully request that he provide us with the email address and
phone number used to book the reservations, and the generated itinerary numbers.
The requested information will enable us to appropriately address his concerns. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Expedia is unresponsive to my request for a refund for a flight, requested according to Expedia's covid-19 refund policy posted on its website.
I am specifically requesting a refund for a flight booked through Expedia on January 29, 2020 for *** Airlines flight on March 20-23, for the amount of $306.80
I am also requesting a refund for a flight change made to that *** reservation on March 5 to move the departure date from March 20 to March 19 for the amount of $218.
I contacted *** Airlines and they said the request for both refunds must come through you.
I contacted Expedia again and they contend that *** must be responsible for the refunds.
Getting the runaround
July 12, 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
flight reservation. We understand the customer is requesting a full refund of the
flight due to an airline-initiated schedule change. Upon
review, on June 10, 2020, *** Airlines issued a refund of the flight back
to the customer’s original form of payment. Please be advised that the airline
is the merchant of payment and their refund timing can take up to two billing
cycles.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 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
In February, 2020 I made a hotel reservation with *** by ***, Nuernberg, Germany for July 4, 2020 through July 8, 2020 with Expedia. I paid to Expedia $415.20 for this reservation. Unfortunately, my trip was cancelled with *** Airlines due to Covid-19. I contacted Expedia via email to cancel this reservation. I only received $41.52 refund. I have contacted Expedia everyday since April 1, 2020 regarding obtaining a full refund. I have been lied to every time with excuses. I have called the hotel in Germany to discuss this issue with hotel manager. She advised me that NO funds were taken from expedia and no cancellation fees will be applied to my account. The 1-800-397-3343 for expedia sends me to a call center in China and they are NO help, they just hang up on me. I would like to resolve this matter and get my full refund for this reservation.
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 with ***, itinerary *** was created on March 12th, 2019 for a check in of July 4th, 2020 and a check out of July 8th, 2020. This was a pre-paid reservation with Expedia and the guest was charged $415.20 USD to their card at the time of booking.Conclusion/Resolution:We apologize for any frustration caused on our guest's behalf. We were able to obtain a full fee waiver with the hotel and have processed a full refund back to the customer's card in the amount of $41.52 USD on April 7th, 2020 which has been fully processed and $373.68 USD on July 7th, 2020 which will be completed in 7 - 10 business days.Additionally, A Coupon for 25.00 USD valid until Aug 31, 2021 has been added to the customer's account as goodwill due to the trouble the customer went through to get their refund. We do apologize for any inconvenience this experience has caused the customerThank you for bringing this matter to our attention and allowing us a chance for resolution.Tell us why here...
In January 2020, well before Covid-19 was an issue, we made two hotel reservations for the *** in Lisbon, Portugal via Expedia. These were pre-paid non-refundable stays. We knew this at booking and I am not disputing this fact and understand that if we choose to make a change or cancel that we would lose our payment. However, deciding not to travel to Europe during this time is not our choice. COVID-19 has caused this issue. Our airline flights were canceled, not by us, but by the airlines. When we asked Expedia for a refund they said they must ask *** for a confirmation that they approve a refund. Expedia is saying the Hotel is offering a voucher instead of a refund. When I called to complain to Expedia, they referred me to the hotel and transferred me via phone to a *** Manager, but the Expedia agent dropped of the call and did not stay to try and mediate on my behalf. The hotel mgr. said that they have not collected any money for the pre-paid stay and would not be paid by Expedia until we checked in. He also said Expedia could refund fully if they choose to. So Expedia is pointing the finger at the hotel and the hotel is point back at Expedia.
July 1, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: 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 ***) wants a
refund of $970.97.Our records
indicate on January 31, 2020, Mr. or an authorized user of the Expedia account,
self-booked a three night stay at ***, checking in June
14, 2020 and checking out June 17, 2020, via ***.
We can confirm on May 30, 2020, the
customer called in wanting
to cancel. Our representative reviewed
the reservation and verified the reservation was cancelled due to COVID19. Our representative called the hotel and spoke
with the front desk and they advised to send the hotel an email. The hotel replied and advised a future credit
could be used for the hotel reservation up until December 31, 2021. Expedia
emailed the customer and advised a voucher would be issued for the hotel
reservation.
On June 1,
2020, the customer called in and our representative advised a voucher
would be applied to the cancellation per the hotel policy; the customer
insisted on a refund. As a courtesy Expedia emailed the hotel asking for a
refund.
After
further review on July 1, 2020, Expedia reviewed the notes on the
Expedia account. June 19, 2020, Expedia
processed a refund for $711.30 to the original card that was charged for the
hotel reservation. The refund will
appear within 30 business days from the processing date.
Our records indicate on January 31, 2020, Mr. or an authorized user of the Expedia account, self-booked a one night
stay at ***, checking in June 21, 2020 and checking out
June 22, 2020, via ***.We can confirm on May 30, 2020, the
customer called in wanting to
cancel. Our representative reviewed the
reservation and verified the reservation was cancelled due to COVID19. Our representative called the hotel and spoke
with the front desk and they advised to send the hotel an email. The hotel replied and advised a future credit
could be used for the hotel reservation up until December 31, 2021. Expedia
emailed the customer and advised a voucher would be issued for the hotel
reservation.
On June 19,
2020, the customer communicated with our Executive Escalations
Team. The Executive Escalations Team reviewed the reservation and found the hotel originally
denied the refund but then authorized it. Our representative process a refund for $259.67. The customer filed a
dispute with the financial institution which caused the refund to fail as of
June 6, 2020.
After further
review on July 1, 2020, Expedia
reviewed the Expedia account and the two reservations. One of the reservations (***) was refunded $711.30 on June 19, 2020. The other reservation (***) had a refund processed on June 19, 2020 but failed
because the customer filed a dispute with the financial institution. The customer will need to discuss the matter
with the financial institution that the dispute was filed with. Expedia is not able to issue the refund since
the financial institution has precedence over the matter since the filing of
the dispute.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions: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 fashionOur 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 Expedia. Expedia is 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. Expedia has 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.
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, Di-Di ***Corporate Correspondence Team
We had several reservations that were cancelled (hotels, fligths), and we are getting a hard time to contact Expedia and get the refunds. In some cases they are forcing us to get a voucher that we will not know if we are going to be able to re-use.
We have been in constant contact with them and we cannot find a solution, every time we contact hem back we start again from zero.
July 14, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: 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 ***) would like a refund of $2809.01.Our records indicate on February
21, 2020, Mr. or an authorized user of
the Expedia account, self-booked a one night stay at ***side Hotel & Resort arriving on
March 14, 2020 and checking out on March 15, 2020 via ***.
We can confirm on April 16,
2020, the customer communicated with our Social Media Team and
request that his booking be refunded. The customer advised that we have to call him
back for the updates and advised that the hotel agreed to refund because the
booking is not showing on their end.
On May 29, 2020, the customer communicated with our Social Media Team
and requested a refund. The customer advised he has not received any
updates. Our representative advised the
case will be assigned to one of our teams and to expect an email update in four
weeks
On July 8, 2020, the customer communicated with our Social Media Team
and requested a refund for the cancelled reservation. Our representative contacted the hotel and
they confirmed the reservation was not on their end and authorized refunding
the customer
After further review on July
14, 2020, Expedia confirms
the refund $335.54 was processed on July 8, 2020. The refund should appear on AMEX card ***
within 30 days from the processing date.
Our records indicate on February
29, 2020, Mr. or an authorized user of the Expedia account,
self-booked a one night stay at *** arriving on April 2, 2020 and checking
out on April 3, 2020 via ***.
We can confirm on May 29, 2020, the customer communicated with our Social Media Team
and asked for a refund Our representative
verified the booking and advised the customer a voucher was issued for the
cancelled reservation. Our
representative advised Mr. of the voucher validity and explained the voucher
policy.
After
further review on July 14, 2020, Expedia
verified the hotel reservation was non-refundable and the hotel policy allows a
voucher to be issued for a future stay. A
voucher was issued on March 24, 2020, for $84.19 towards a future stay at the
hotel. The customer would need to
contact our Customer Service Department at 877-227-7481 to rebook a new hotel reservation
Our records indicate on December
18, 2019, Mr. or an authorized user of the Expedia account,
self-booked a nine night stay at *** arriving on April 3, 2020 and checking
out on April 12, 2020 via ***.
We
can confirm on May 29, 2020, the customer communicated with
our Social Media Team and asked for a
refund Our representative verified the booking and advised the customer a voucher
was issued for the cancelled reservation. Our representative advised Mr. of the voucher validity and explained
the voucher policy.
After
further review on July 14, 2020, Expedia
verified the hotel reservation was non-refundable and the hotel policy allows a
voucher to be issued for a future stay. A
voucher was issued on March 24, 2020, for $579.00 towards a future stay at the
hotel. The customer would need to
contact our Customer Service Department at 877-227-7481 to rebook a new hotel reservation.
Our records indicate on December
27, 2019, Mr. or an authorized user of the Expedia account,
self-booked three round trip flights on ***
departing on May 12, 2020 from Miami, FL, USA to Madrid, Spain and returning on
May 29, 2020, via ***.
We
can confirm on May 29, 2020, the customer called in to check
on the refund status. There are note
other notes or documentation on the account.
After further review on July
14, 2020, Expedia verified the Expedia
account and the *** flight reservation. The *** flight reservation shows the customer cancelled the reservation
via electronic communication on April 10, 2020. Expedia was able to confirm the *** record is noted that three refunds
have been processed on May 29, 2020 for $567.67 to a Mastercard ending ***.
Our records indicate on December
27, 2019, Mr. or an authorized user of the Expedia account,
self-booked three Flight Protection Plans for coverage on the three round trip
flights booked on *** departing on May 12,
2020 from Miami, FL, USA to Madrid, Spain and returning on May 29, 2020, via ***.
We can confirm on February
12, 2020, the flight protection plan
was cancelled on the website.
After further review on July
14, 2020, Expedia verified the Flight
Protection Plan was cancelled on February 12, 2020. The Flight Protection Plan was refundable for
the first 10 days it was added. It is not refundable since it was cancelled on
February 12, 2020.
Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions: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 fashionOur 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 Expedia. Expedia is 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. Expedia has 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.
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, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because we find no use for the travel vouchers to ***, Peru.
We are not planning to travel to *** in the near future and we have no use for the hotel.
by the way the Hotel is the one that closed and cancel the reservation, we had plans to travel and until now the hotel is still closed.
We can accept a travel voucher but not confined to *** destination.
Sincerely
I booked a trip through Expedia Thursday March 12th 2020 to travel Mexico March 19th.
I was aware that the booking was nonrefundable. However, the travel ban between the US and Mexico in addition to the airline cancelling the flight that I booked through Expedia prevented me from being able to travel to Mexico. This is called a Force Majeure. A force majeure refers to a clause that is included in contracts to remove liability for natural and unavoidable catastrophes that interrupt the expected course of events and prevent participants from fulfilling obligations.
At the time of the booking, I consulted the CDC travel guidelines and it was safe to travel to Mexico. Mexico did not have many cases of COVID-19 and was not listed as a place to avoid travel to at the moment. Chicago—the city in which I was traveling from also did not have many cases of COVID-19 at the moment. Airlines and travel sites were also allowing bookings at the time so I thought that I would be able to travel to Mexico. The US was also very late in recognizing that COVID-19 was a serious issue.
Nevertheless, the flight that I booked through Expedia was cancelled and the airline gave refunds because of the travel ban that was imposed last minute between the US and Mexico. Therefore, it was impossible for me to go to Mexico.
I contacted Expedia several times and no one answered the phone or responded to my emails about the refund. They told me to call the hotel for a refund when I did get through. I contacted the hotel, and the hotel told me that they would give refunds because of COVID-19 but told me that I had to contact Expedia for a refund and sometimes they responded to my emails in Spanish in which I did not understand. I have an email from Expedia saying that it would be most economical for me to go to Mexico but it was impossible to go because of the travel ban and Expedia’s/*** cancellation of my flight!!!!!
July 12,
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 14409894 from Devonna Thompson.On March
11, 2020, the customer purchased four nights with the *** by
*** – All Inclusive (Adults Only), in Cancun, Mexico, including combined one
way flights, departing with *** Airlines, and returning with *** Airlines,
via itinerary ***. The
outbound flight with *** Airlines had been suspended due to no show. We’re
sorry to hear that the customer had been unable to contact us. We issued a
refund for the flight in the amount of $122.62 on July 12, 2020. The return
flight with *** Airlines was refunded by the airline on June 21, 2020.The hotel
was nonrefundable with no changes allowed. It was canceled by the customer on June
18, 2020. We have requested a goodwill refund due to the circumstances and will
advise the customer further when we receive a reply.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 a cruise booked through *** for August 15th thru the 30th of 2020. All cruises were cancelled by *** due to COVID-19. So as a result the hotel that I booked at the ***, Vancouver Airport, through Expedia.com had to be cancelled. Expedia.com refuses to refund the $187.91 dollars that I was charged for this hotel and I feel that since this had to be cancelled as of no fault of my own that all moneys paid for said hotel should be reimbursed to me by Expedia.com. This is clearly a case of taking advantage of customers that could not cruise due to COVID-19 in 2020. I would like to add that *** is refunding all money paid for said cruise that they cancelled.
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 20,2020 via Days Inn by *** Vancouver Airport for arrival on August 30 and departure on August 31, 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 June 1,2020 our customer contacted customer care asking for a refund. The customer care team contacted the hotel Days Inn by *** Vancouver Airport and were advised the hotel would not allow any refund. This information was provided to the guest at the time of the call. On July 24,2020 our customer called again asking for a refund. The guest was informed the hotel declined a request for refund Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia TeamTell us why here...
I had a reservation for a hotel that due to Covid-19 I needed to cancel. I have the hotels policy that states even if it's a non-refundable reservation they are honoring refunds. Expieda stated they will also honor non-refundable bookings due to Covid however, they are stating that it is to late to get a refund. I tried to contact Expedia numerous times to no avail as they were not answering the phones or email. I even tried their virtual assistant who could not help me either. my credit card credited me the fee but now is putting it back as Expedia states they will not refund. I have all the proof stating if reservation was prior to April 30 2020 they will refund. My reservation #*** was for March 17th.
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 25, 2020 via *** Resort & Spa 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 June 1, 2020 our guest contacted customer care to ask for a refund. The case was sent to another team for processing as the hotel had agreed to a full refund. The refund had not been issued as promised due to a processing error. 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 222.47 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. In addition to the cash refund, the Rewards used on the reservation were returned to 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 have repeated attempted to contact Expedia. I was first told I had to wait 30 days before my original trip, now being told no sooner than 72 hours. Secondly, I booked a trip with them. I used Expedia to book flights. The two airlines they set me up with, both canceled my original flights which were NON-Stop Flights. The two airlines cancelled those non-stop flights and did not refund me the difference in cost of fairs. Due to Covid, my trip got canceled, and Now I want a full refund. The airlines canceled my original flights, and put me on flights I don't want, and Covid caused my trip location to cancel reservations. I simply want a full refund. I did not create this issue, the airlines cancelled my original flights and I did all this through expedia. They will not answer the phone, will not respond to emails and will not give me my money back.
July 12, 2020Re: 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 a flight reservation. We understand Mr. is requesting to a full refund due to the COVID-19. Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that Mr. 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
Complaint: ***
I am rejecting this response because:I have called them multiple times. They have my email and they have my cell phone, and address.
Here is the iteanrry number they said I did not provide them: ***.
I booked this trip with expedia. The airlines canceled my original flights and rescheduled them for lay over flights. This is not what I paid for nor requested. I want a full refund or credit with expedia that will not expire. I don't feel this is unreasonable request.
Expedia is making it extremely difficult to get through to speak to a human being, was on hold 3 hours. I waited weeks for a Revdex.com response from them. I feel they are failing at customer service and need to step up and make this right.
Sincerely
July 19, 2020
Re: 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 a flight reservation. We understand Mr.
*** is requesting to a full refund due to the COVID-19.
Our records indicate that on February 5, 2020, Mr. ***, or an authorized user of her Expedia account, self-booked a combined one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for June 29, 2020 from Akron, OH and
returning on *** Airlines from West Palm Beach, FL to Akron, OH on July 6, 2020.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, for flights departing from March
19, 2020 through May 31, 2020, Expedia customers would receive an airline travel credit.
This 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, there will be no refund
provided and new travel needs to depart within 1 year from original ticket issue date 05FEB20. *** Airlines also follows the same policy as Mr.
flights are non-refundable with a waiver of change fees; tickets need to be reissued on/before 30 Sep 2022.
We understand that Mr. are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are
trying to work through and Expedia Group must follow the airline 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:I did not cancel the flights. The airlines cancelled my original one way flights and made them lay over flights. Expedia was the venue used to do this travel arrangement. I do not accept that they worked as hard as they can on my behalf. This is not a satisfactory resolution. I will let everyone know how expedia mistreated me and that they do not care about their clients. I will no longer use Expedia, and I will tell everyone to use another company. Because I DID NOT cancel my flights, I should be given a full refund. The airlines cancelled my original flights. What other company can cancel services and still charge for it? No one should accept that type of treatment from a company.
Expedia has yet to call me. The airlines do not answer the phones. The credits they speak of, are almost impossible to use, and I need to contact the airlines, but they do not answer (which is why I used Expedia in the first place).
Completely unacceptable.
Sincerely
cancel my flight for June 24/2020, and they are refusing to give me my money back, they cancel the flight and according to the department of transportation DOT I should get a full refund. I bought the tickets from Expedia.Terrible customer services.
July 13, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: 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 Mrs. *** (Revdex.com case number ***) regarding a
flight reservation. We understand Mr. is requesting a refund for her flight reservation instead of a travel credit
due to COVID-19.
Our records indicate that on December 21, 2020, Mrs. ***, or an authorized user of her Expedia account, self-
booked a flight reservation using Expedia’s website, under itinerary *** for five travelers. Departure on ***
*** Airlines from Miami, FL to Madrid, Spain on June 24, 2020 and returning on July 8, 2020 with added Travel
Protection Flight Protection Plan.
We've worked hard to advocate for as much flexibility as possible. Per ***’s 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, there will be no change free of charge until
30/06/21. When Mr. is ready to rebook Mrs. is responsible for any fare difference if the original fare is not
available.
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 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 ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because by law I should receive a full refund since Expedia and *** canceled my flight and they are not taking any responsibility for their actions.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia is my travel agent for a trip that was canceled from *** Airways. I am unable to talk directly with *** Airways, as they will only speak with the travel agent who made booking, which is Expedia. According to DOT rules, I am entitled a full refund, as *** airways canceled my flight. *** airways, is only issuing travel credits, which in this case is not legal. Expedia has done very little to help, and I am stuck in the middle and can not get anything accomplished. I have tried for over 1 month to resolve this issue with Expedia, and they have done very little to help and left me thinking that the matter was resolved and a refund was on its way, only to find out that they were notified otherwise. I was not called or emailed any notification and was forced to find this all out on my own. Each time it takes an average of 2-3 hours of navigating a complex operating system, to speak to a representative. And I have requested to speak to a manager on multiple occasions, only to be disconnected or never patched through. As my travel agent, They happily took my money after booking, but now that I need them to help with my legal right to refund, they are not helping at all. I do not know what else to do. I’m sure this is one thousands of similar complaints, and these matter need to be resolved, because it is the consumer who is getting hurt the worst.
July 12, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting to a full refund of his flight due to COVID-19.
Our records indicate that on February 24, 2020, Mr. Jahn, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airways from Los Angeles, CA to Vava'u, Tonga on April 30, 2020 and
returning on December 9, 2020.
When researching this matter, we were able to send the ticket up for a full refund on June 1, 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.
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. 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 reserved through Expedia.com a hotel booking for a stay in New York City for April 10th- April 13th at *** Hotel & Suites for a short family trip. We booked two rooms through Expedia for our family. After the pandemic intensified, especially in New York, Expedia allowed us to cancel our trip for a full refund using the instructions they provided online. On our personal Expedia account it shows that both rooms were cancelled and we are receiving a refund of $1688.46 (we have screen shots of this information). As of April 21st we were refunded $844.23 or half the amount (one room). We contacted Expedia's customer support and asked about our missing refund amount and we were told the remaining amount would be refunded within four weeks, but that with Covid-19 they were experiencing some delays. We were given a support case number for our issue. As of May 30th, we still had not received the remaining portion of our refund. We contacted Expedia again and were told they would look into it and please allow another four weeks (and they had no record of the support case number they gave us). At this point we told them we would be contacting the Revdex.com.
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
*** Hotel & Suites by *** for April 10-13, 2020 for a total of
1688.46 USD with a non-refundable change or cancel policy. Our customer
cancelled their booking on April 6, 2020 and were refunded 844.23 USD for the
second room on the booking. At the time our customer cancelled their booking
online there was a 30-day processing period for refunds. On May 6, 2020 our customer contacted our customer care for
assistance with getting refunded the remaining 844.23 USD. Our customer care
representative advised that a voucher would be issued and added a case to queue. On May 30, 2020 our customer reached out to our customer care
following up on the status of their refund request. Our representative
attempted to reach the property and get a waiver, but the property was not able
to confirm whether the charges were waived for the booking. On June 19, 2020 a voucher valued at 844.00 USD was sent to
the email address used when booking. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. We have issued a refund of 844.23 USD to the method of
payment used when booking. It can take up to 10 days for refunds to post. A
system generated receipt has been sent to the email address used when booking.
The voucher valued at 844.00 USD has been deactivated. 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
I am writing to you after spending hours and hours on hold, sending e-mails, returning calls that were "cut off" and trying to speak to someone at Expedia directly to rectify this problem.
My husband and I purchased a vacation package and trip insurance (Itinerary number ***) on February 28, 2020. Shortly there after, due to Covid-19 travel restrictions *** Airline cancelled our flight and the resort we were scheduled to stay at temporarily closed. Although the trip was cancelled through no fault of our own, Expedia is refusing to refund us the $104.00 we paid in the travel insurance. I explained to Expedia that without the the trip the insurance policy would be null and void as the insurance was to only cover a trip, which at this point was nonexistent. When I asked Expedia to explain to me what service it was that they actually sold me that I could use, they said I could have filed a claim if I needed to. I told them any claim field would have been insurance fraud since I would not have been on the vacation it was purchased for.
Needless to say, I am done going around and around with them over this $104.00 reimbursement.
July 12,
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 a package with hotel, flights and vacation protection
coverage. The
package protection coverage provided a waiver of cancelation fees for
cancelation prior to travel, as well as medical, baggage, and other protections
from the start of purchase. While we
understand that the customer was able to get the cancelation fees waived, the
coverage was active and past the 10 look period in which refunds are permitted.
As such, a refund is not available.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
Complaint: ***
I am rejecting this response because: the package I purchased was through Expedia. It included airfare through *** Airlines and resort reservations at the *** in St. Pete Beach, Florida. This package was purchased in February for my husband and I to travel in April. Unbeknownst to us, there would be a global pandemic going on during the time we were supposed to be traveling. *** Airlines (the airline that we contracted through Expedia) cancelled our flight, and all flights out of *** International Airport. The *** (the resort we contracted through Expedia)couldn't be certain that they would be open at the time of our arrival. It became effective April 1, 2020, Florida Governor *** had ordered “Shelter at Home” measures for the entire state through a minimum of April 30, 2020. Also during this time, The Centers for Disease Control and Prevention urged Americans to avoid all nonessential travel due to the COVID-19 Pandemic. While on the phone discussing the situation with a representative from The ***, she stated that due to the pandemic they were waving cancellation fees. While Expedia would like to take credit for getting our cancellation fee waived, that came directly from the resort as the resort instructed them not to charge the fee. Therefore, since the airline cancelled our flight with no other option for travel and the resort couldn't be certain that they would be open (which they did inevitably close). Therefore, how can Expedia charge travel insurance for a trip that was cancelled before it could ever take place? . Expedia refusing to reimburse me the travel insurance fee makes about as much sense as me suing Expedia due to the fact they couldn't keep their part of our contract and provide us a vacation because there was a global pandemic going on. Failure to refund the travel insurance fee is an extremely poor business practice in light of the pandemic crisis the country was in at the time.
Sincerely
When I booked my package (flight and hotel) reservation with Expedia it stated free cancelation until July 15th. When I went to cancel the reservation I could get a refund with the hotel but the airlines portion would only be given as airline credit. I do not want airline credit and want a full refund like their website stated. Not sure if during this Covid-19 that someone did something wrong on their website but it should not reflect on me negatilvely.
July 12,
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 a package with the *** Resort & Spa in Lahaina,
HI, for seven nights, with check in on July 29, 2020, and combined one way
flights, for $5360.72. The hotel could be canceled until 11:59 AM (Hawaiian
Standard Time) on July 28, 2020. After that time, there was a one night penalty.
The flights were nonrefundable 24 hours after the purchase.The
customer canceled online on June 8, 2020. The data from cancelation shows the
customer reviewed each of the one way flights. The information provided
reiterated that the flights had been refundable until 24 hours after purchase;
and, that the flights were nonrefundable and name changes and transfers were
not allowed. The customer reviewed the hotel details, which advised that the
hotel could be refunded and the amount of $4175.92 would be returned. The
customer canceled each of the items.The
flight tickets are with *** Airlines and *** Airlines. Each may be used
towards a new flight purchase with the same airline and for the same passenger,
without a change fee, within the validity period of the ticket. Refunds are not
available for nonrefundable flights that were still operating as scheduled at
the time of cancelation.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 had flight reservations made with Expedia for a trip to Ireland with *** in March, 2020. Due to COVID-19, we could not go and could not get a refund, but could use the voucher money toward a future trip that had to be made within a week. Therefore, we used our money on reservations in August, 2020 to Ireland. Shortly after this on March 27, 2020, we received an email from Expedia stating that the flights in August had been canceled by ***. Because of this, we made alternate vacation plans.
We have been waiting for our refund from Expedia but understand things are taking longer than normal due to COVID-19. I tried reaching out to Expedia about our refund and spent many hours waiting on the phone multiple times only to be disconnected. I finally tried the email route. I have been going back and forth with Expedia over email about this. They now claim that the flights aren't canceled anymore! These flights cost us $2454.36! We expect our refund due to Expedia notifying us back in March that these flights were canceled and never telling us that they weren't until 2 months later only because I inquired about our refund! We have made other plans now, too, knowing that the flights were canceled and expecting to get this refund! I do have the email notifying us of the cancellation from Expedia, which I have sent them and could provide here if needed.
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
flight reservation. We understand the customer is requesting a full refund of
the flight due to an airline-initiated schedule change. Expedia
is currently coordinating the request with *** and waiting for the
airline’s authorization of a refund. It may take up to 7-10 business days for
the refund request to be reviewed. We will notify the customer 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 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 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
Complaint: ***
I am rejecting this response because the reason I am requesting a refund is not due to an airline initiated scheduled change, as Expedia states here! If Expedia read my complaint, they would know it actually has NOTHING TO DO WITH ***. On March 27, 2020, Expedia sent me an email that I have and can provide as proof that states that *** had cancelled our flights in August to Ireland. Accordingly, we cancelled all of our plans for this trip and made other plans within the United States instead. When I followed up in May, after what I thought was plenty of time for a refund to take place, I was put on hold for many hours multiple times and finally contacted them via email where I was told that we were not receiving a refund because *** had never cancelled the flights! This was Expedia's mistake and they should take full responsibility! *** had never cancelled the flights, and since then, they have made a schedule change. While this is true, it has nothing at all to do with the complaint!
Sincerely
July 18, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. ***
(Revdex.com case number ***).
Please be advised that on July 13, 2020, Expedia received the airline’s
authorization for a refund of the flight due to an airline-initiated schedule
change. On July 14, 2020, we issued a full refund back to the customer’s
original form of payment. Please note that *** is the merchant of
payment and their refund timing can take up to two billing cycles, depending on
Ms.’s financial institution.
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
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.
However, I am completely dissatisfied with Expedia. They
were able to get a refund from *** due to the fact that *** made
a schedule change for our flight within the last month which had nothing to do with the complaint. Expedia made the error back in March of informing me that our flights had been
canceled, which they never were. Expedia should have taken responsibility for
this and never did!
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com