I have booked a Hotel in London via Expedia for the 9th July, 2020 to the 17th July, 2020.
It was booked as a non-refundable booking. Today I asked to cancel the booking and get a refund due to COVID 19. Australians have a travel ban in place and we have not been told when we will be able to travel again. England is a hazardous country as well due to the coronavirus. I had also booked non-refundable rooms via *** and *** which they have given me a full-refund because of these unprecedented circumstances. They were understanding and accommodating throughout the entire process. I spoke to Calvin today from Expedia and I found him to be extremely unhelpful and showed no empathy. Other Agents know the value of doing the right thing now because it is better for them in the future once everything returns to normal. He went on to tell me that *** will not refund. I did not book through ***, do not know why he told me that. He also said he had contacted the property. According to the website, the *** is currently closed. Again, it appears he blatantly lied to make his point and refuse a refund.
Expedia.com Response
• Jun 29, 2020
Dear Revdex.com,Thank you for taking the time to contact Expedia.com.au
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Expedia.com.au is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.Expedia.com.au is responding to the consumer complaint from
Ms. *** (Revdex.com case number ***) regarding the full refund of her
hotel booking with “The ***”. I regret to hear that her
experience was disappointing this time and have noted down the feedback. We
have investigated this case and would like to confirm that a full refund for
the booking was initiated on 24th June’20 and would take upto 30
days to reflect to the original form of payment.We are appreciative of your help in mediating a resolution
of this issue and want to assure you that we believe the appropriate resolution
was reached. If you have any further questions or concerns, please do not
hesitate to contact us.Please share our investigation with Ms. *** and
let us know in case of any concerns.Regards,Vipul ***Priority Customer Escalations AgentExpedia.com.au
Customer Response
• Jun 29, 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.
My only concern now is physically receiving the refund. Due to their bad reviews and the fact that I needed your help to receive a refund at all, I would like to keep the complaint open until the I receive the refund payment. Unfortunately, I do not have much trust
left in Expedia and I am worried that I will have to go through another ordeal until they pay me the money.
Thank you for your assistance so far with this matter. I am very grateful for your support.
On February 22, 2020, I purchased a flight/hotel package to Washington DC through Expedia. The date of departure was scheduled to be 3/23 with my return flight on 3/27. I also purchased their Vacation Waiver which states that I may "change or cancel my trip for any reason one time prior to the scheduled start time" and they would offer travel credits and take care of any change/cancellation fees. On March 7 and March 12, I received the following email from Expedia:
Dear Expedia Traveler,
We know many of you are trying to contact us to find out more about adjusting your travel plans due to the situation with COVID-19, and we are deeply sorry for the delays. We are clearly facing extreme call volumes at this time, and wish we could respond to everyone immediately. Please know that we are working as fast as we can to update our site with options that allow you to manage your itinerary directly, as well as re-deploying Travel Advisors from other parts of the business in an effort to assist those who are calling in.
The quickest way to find out if your travel plans can be changed without a penalty will be to check the airline or hotel website directly; please verify with your provider first before contacting Expedia. As always, Expedia follows the policies of our partners, which means that any credit, refund or change will be at the discretion of the airline, hotel, cruise line or other travel provider.
If your travel plans do not currently fall under a flexible change policy or are not scheduled to begin within the next 7 days, we ask that you please delay your call to our customer service until your trip becomes eligible or you are within 7 days of your trip start date, so we can help those with more imminent travel first.
Thank you for your patience and understanding during these difficult times. We will continue to do our best to serve you and do whatever we can to help you travel with better peace of mind. For more information, please visit our Customer Service Portal.
Sincerely,
The Expedia Travel Team
On March 13th, I planned on canceling my trip since I didn't want to place my family at risk of COVID-19. Following the instructions on my itinerary, the Expedia website told me I needed to call 1-866-310-5768 to have them take care of the cancellation for me since I purchased the Vacation Waiver, . I called the number multiple times and after waiting numerous hours without getting through or being transferred and getting cut off with no warning, I decided to try the chat window. It also wouldn't let me through and told me to check back later. I called numerous times without success that week and since I knew that I needed to cancel my plans prior to the departure date, I decided to check on what I needed to do to cancel on my own. *** Airlines was waiving change fees during the time and since my tickets had already been purchased, I cancelled my flight directly on the itinerary. *** Airlines is giving me a credit. I was more unsure about the hotel since the itinerary said it was non-refundable so I called the hotel directly to investigate. I was told by the manager at the hotel that I would need to contact Expedia since I booked through them, but they mentioned that they should offer some flexibility since a lot of travel plans were being cancelled. They led me to think that had I booked directly, the non-refundable issue may not have come into play but I'm not 100% sure. Nevertheless, the reason I bought the Vacation Waiver was to cover the cost just in case I needed to reschedule. Once again, I attempted to contact Expedia to have them cancel but couldn't get through. I decided to cancel the hotel booking on the Expedia website itself and this was done a few days prior to departure.
It's now 6/1/20 and I felt that I needed to get some clarification on next steps so I attempted to get in touch with Expedia again. After waiting on the line for about 1 hour 40 minutes, I got a customer service rep who looked into the issue with me. He informed me that his supervisor said nothing could be done since the policy only covered cancellations if they were done before the scheduled dates. I informed him that the cancellation was indeed done before departure but I had to do it directly since they weren't available and their email had mentioned that they were giving me the option to "manage my itinerary directly." Nevertheless, Expedia said there is nothing they can do since the policy is past date but in my opinion, that isn't my fault. I do not feel it is right that they expect me to lose around $1300 because they didn't find a way to help me when I needed it.
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 ***.On
February 22, 2020 the customer purchased four nights for three adults with the ***
Hotel & Corporate Quarters, Washington, DC, for check in on March 23, 2020,
and roundtrip flight with *** Airlines and vacation waiver travel
protection. The hotel was nonrefundable with no changes allowed. The flights
were nonrefundable with changes allowed for a fee of $200.00.The
travel protection vacation waiver offered a cancel for any reason portion,
which allowed the customer to receive a refund of the hotel reservation prior to
the start of travel. It also reimburses change fees the customer pays to the airline
for flight changes made. We
refunded the hotel in the amount of $1159.21 under the package coverage on July
12, 2020. The refund time frame varies based on the processing time of the
credit card.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 19, 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.
On January 8, 2020, I booked round trip airfare on the Expedia.com website, from Los Angeles to Washington DC, for my wife and I, for travel on March 13, 2020, returning on March 16, 2020. The airfare was bundled with hotel. On March 11, 2020 CDC recommendations relating to the COVID-19 outbreak were that all non-essential travel be suspended for persons with elevated risk. My wife is asthmatic, requiring daily medication, and I am over 60 years old, and we decided since we were both in the high risk group that it would be safest for us to cancel our travel plans.
The flights were on *** Airlines. We attempted to call both Expedia and *** repeatedly over the next two days without results. Finally, on March 12, 2020 we were able to access the online trip cancellation feature on the Expedia website, and I submitted cancellation requests for both the airfare and hotel. I subsequently received three confirmation emails of our requests on March 12, 2020, with Request ID numbers *** Here is a copy of one of the emails, which were all more or less the same:
START of EMAIL------------------
Dear Customer,
Thank you for your request to cancel and refund your flight during this travel alert event. We’ll do our best to respond to your request within 5 days.
If your inquiry is for another request besides cancelling and refunding your flight, please note we cannot provide the following services over email:
• Cancellation requests for flights that are part of a package
• Cancelling and retaining credit for future use
• Cancel requests for part or all of two one-way fares or reservations with multiple airlines
• Change requests
• Other topics or inquiries regarding urgent travel within 24 hours.
For these requests, please call us at +1-866-310-5768 (local, toll-free) or +1 404-728-8787 (from abroad, charges apply) and reference the case number above for assistance.
Thank you for choosing Expedia!
Your Expedia Customer Support Team
-----Original Message-----
From: xxxxxxxxxx
To: [email protected]
Additional Recipients:
Subject: Travel alert refunds 12/03/2020 (www.expedia.com, Itin # ***) - Travel Date 03/13/200
Sent: Mar 12, 2020 7:48:40 PM
Airline record locator:*** Itinerary number: ***
Product: Hotels
Outbound : N/A
Return: N/A
Did you book in the last 24 hours?: No
Departure date: 03/13/200
Booking date: 01/08/2020
Customer email: xxxxxxxxxxx
Customer phone: xxxxxxxxxxx
END of EMAIL -------------------------------
Over the next several days, we continuously tried calling the number in the email (866-310-5768) but were unable to get through. Long after the five days had passed, I began following up over several hours long phone calls and was able to piece together this sequence of events.
1. I requested cancellation from Expedia.
2. Expedia acknowledged my cancellation request via email.
2. They did not submit the cancellation with *** Airlines.
3. We were subsequently classified as "no shows" for the flight.
4. We received another email from Expedia indicating we should call *** Airlines.
We called *** Airlines and were told that we needed to resolve the issue with Expedia because it was a third party booking.
5. We contacted Expedia again and reviewed the emails we received with a customer service manager. She acknowledged that they received our cancellation request, but could not explain why the flights weren't cancelled.
6. Since we were classified as "no shows" they couldn't refund our money.
So you see, this is a big circle of nonsense because, we were unable to contact either Expedia or *** Airlines by phone prior to our flights because the phone lines were jammed, and while on a call to Expedia were transferred to recorded instructions to change or cancel bookings online. We did as instructed and received confirmation emails, but Expedia failed to cancel the flights, which cause us to be classed as "no shows".
Two credit card payments of $387.80 each to *** Airlines were charged to my credit card on January 8, and another charge of $512.81 was charged by Expedia for the hotel.
I believe I did everything in my ability to cancel the flights, and once I received the emails from Expedia concluded that we had
done what was required. *** claims Expedia did not cancel the flights. We'd like a refund for our flights and hotel please.
This situation has caused extreme stress and aggravation for both my wife and me. We trusted Expedia to do their job and they failed.
Expedia.com Response
• Jul 13, 2020
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a package including hotel, flights and vacation waiver
protection. We understand that they tried to contact us on March 12, 2020,
prior to the start of their trip from their complaint. The email they sent
arrived the same date.Based on
cancelation being requested prior to the start of the trip, we refunded the hotel
in the amount of $410.81, and the flight in the amount of $775.60. These items
would have been refunded or covered under the package coverage at that time.
The refund timeframe varies based on the credit card.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 13, 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.
On February 26 I made a reservation for *** Motel in Jackson, WY (Itinerary # ***). I had to cancel the trip on May 12 due to the COVID-19 pandemic. I was informed at the time I would receive a voucher within 30 days for the value of $412 to be used at the *** Motel location within a year. I called Expedia again on May 29 for an update on the status of the voucher and informed them I would like to rebook my trip but it was difficult to do so without the voucher. After much back and forth, I was assigned a case number (*** ) and told via email "Please call us with your case *** , As per our phone conversation today, We will pay for your room @ *** Motel in July , 412.46 USD you will need to pay any difference and we will deactivated the coupon once in your account." I called on May 30 and spoke with Sherika and made a resrervation for July 24-26 at *** Motel (***). I was informed by a corporate agent on May 31 that he was going to cancel my reservation because I was informed of the incorrect policy on Friday, Ma 29. I have already booked the rest of the components of my vacation because of the information I was provided Friday night-flight, car, other hotels, etc. I have not been given an updated timeframe on when I can expect the voucher to arrive in my account. My fear is by the time it does arrive, room rates will increase dramatically and vacancies will decline dramatically. This was the reason for the troubleshooting provided to me on May 29.
Expedia.com Response
• Jul 17, 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 *** Motel, itinerary *** was created on February 27th, 2020 for a check in of May 22nd, 2020 and a check out of May 24th, 2020. This was a pre-paid reservation with Expedia and the guest was charged $412.46 USD to their card at the time of booking.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.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 $412.46 USD on June 1st, 2020 which has been Fully ProcessedAdditionally the customer received a goodwill voucher of $100 to be used for a future booking. Again we apologize for any inconvenience the customer experienced with our company.Thank you for bringing this matter to our attention and allowing us a chance for resolution.
They’re great until a pandemic hits, your flight is cancelled and won’t give a refund for the property you reserved. I had reserved a 5 night stay at *** in Maui In June 2020. With the pandemic, Hawaii requires visitors to self quarantine for 14 days and *** Airlines cancelled our flight. During that time Expedia was not connecting customers to their agents if their trip was more than 20 days out. So I waited. At 20 days out I contacted their online agent who said if I cancelled my reservation I would be penalized 30% of the cost. I requested an exception due to events outside my control. They said they would try to contact the property. The property said “No refunds.” I asked Expedia to try to get my full refund. Due to events outside of my control. After that they never got in contact with the property. I called and spoke to someone who was very apologetic and read me all the lines that these agents read to unhappy customers. I contacted them again to see if they could get in touch with the property, they couldn’t. They told me they would get in touch with the property and to not call back until I received an email from them. 1 week past the date they said it would be resolved I call. The customer service rep sent me to the “lodging department “ and that gentleman told me that was the wrong department and sends me back to square one. I get another rep and finally ask for a supervisor. Emma gets on the phone and proceeds to tell my husband that there is nothing they can do for us. We can cancel, now with a 50% penalty or we can get a coupon to use on the property that would not let us rebook past the month of June 2020. Emma continues to tell us that there is nobody higher than her in the entire company that we can call, write or email. She even said the company doesn’t receive mail. It was bad enough to feel like I was being screwed over by 2 businesses at once, but to have this “supervisor” blatantly lie to me was unforgivable.
We booked our trip to NYC with Expedia in 2019 for a trip June 7-14, 2020. Due to coronavirus and being high risk (over 65 and COPD), we had to cancel our trip. They took our money in January 2020,and still have not refunded it. I filed a review but would like to change it to a complaint. We need our money - they have had it long enough. I cancelled the flight and hotel shuttle on 04/26/2020. We only received the shuttle money back. I finally was able to cancel the hotel last week. The hotel had previously said we could cancel, but Expedia wouldn't let us until last week. I would like all our money back - we had travel insurance but it doesn't cover the coronavirus. Can you help? Check my review for more info. Thank you.
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 Ms. *** (Revdex.com case
number ***) wants a
refund of $2885.90 for reservation.Our records indicate on December
31, 2020, Mr. *** or an authorized user of
the Expedia account, self-booked two round trip flights on *** Airlines,
departing on June 7, 2020 from Indianapolis, IN to New York, NY, returning on June
14, 2020 with a seven night hotel stay at ***, round trip airport transportation and the Package Protection Plan via
***. We
can confirm on April 26, 2020, the customer
cancelled the reservation via electronic web form. Expedia emailed a
cancellation email to the email address on file, which advised of the flight credit.On June 11, 2020, the customer communicated
with our Social Media Team and was advised the airline was supplying a future
travel credit. From June 11, 2020 through June 23, 2020, there were numerous emails
between Expedia and the customer regarding a refund for the reservation. The customer emailed Expedia advising the DOT
states everyone should get their money back due to COVID19. Expedia replied the flight was not eligible
for a refund as the airline states a travel credit is applicable and Expedia
forwarded information to the hotel for their authorization of a refund. Expedia
advised the customer the hotel reservation was non-refundable and a coupon was
applicable to the non-refundable reservation.From June 12, 2020 through June 22, 2020,the customer spoke with our Social Media Team advising that he like a refund for the flight. Our representative advised the flight was not
eligible for refund but was eligible for the future travel credit. The customer was also trying to get a refund for
the hotel reservation.After further review on July 1, 2020, Expedia was
able to verify the *** flight reservation was cancelled and a flight credit is
applicable to the future travel credit. Expedia
verified the hotel reservation was cancelled on May 27, 2020. Expedia issued a refund for the hotel
reservation in two increments in the amount of $956.35 for a total refund of
$1912.70. The refund was issued to card
ending 0053 and should appear within the next 30 days.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. ***
Airlines was the operating carrier and merchant of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. 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 02, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that the hotel money resolution is satisfactory. I would like to know why I can't deal directly with *** since Expedia states they are the ones that have my money. If they have my money, then I should be able to book directly with their website and not use Expedia. Expedia, Please respond to this question. I have received my hotel credit. Thank you Revdex.com for assisting me in this matter.
I would like to formally and legally request the complete refund of US$1,382.47 for a booking related to the Itinerary # *** and Confirmation # ***. I made this booking on January 26, 2020 directly with Expedia.com and I selected a pre-paid rate which involved the terms and conditions that “Should you change or cancel this reservation for any reason, your payment will not be refunded”, which I agreed to by making the booking.
However, in this case the Hotel *** is closed until June 26, 2020 (past my stay dates originally planned for June 19-22, 2020). The hotel reached out to me on May 27 me notifying that the hotel is closed and asking me to take a voucher, which I have declined. See email below from hotel confirming closure, and I re-confirmed that hotel is closed with an Expedia agent on the phone.
When I spoke with an Expedia agent, the agent told me that the only option is for me to get the voucher, which I have declined. I expect Expedia honors the terms and conditions of my booking, and as per any other serious company, if the service is not available anymore, I am fully entitled to a full refund of my money under the law, similarly to what airlines and other lodge companies do: If the hotel or flight is cancelled by the vendor, they must refund the money to the customer.
Expedia.com Response
• Jul 15, 2020
Dear Revdex.com,Thank you for allowing us this opportunity to discuss our customer's concerns regarding case number ***.Findings:We can confirm that our customer created a booking on January 26 for a check in of June 19 with a three night stay. This reservation was cancelled on May 27 when our customer contacted Expedia customer care regarding the reservation.This booking was created under a Non-Refundable cancellation policy which states, "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." Under normal circumstances, Expedia must contact the hotel partner in order to receive permission to waive this policy and refund our customers. Unfortunately, our agents were unable to contact the property during our first attempt.Resolution:I am happy to report that we were able to secure a full refund for our customer back to the original form of payment. This refund was processed on June 3, and may take up to 30 days to post to our customer's account.Sincere Regards,The Expedia Team
Customer Response
• Jul 15, 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.
Canceled vacation due to Covid-19. Was told by the hotel directly there will be a full refund But Expedia is still refusing to refund me.
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 hotel
reservation under itinerary ***. Our
records indicate that on February 23, 2020, the customer, or an authorized user
of the Expedia account, self-booked a package on Expedia's mobile site, under
itinerary ***. The reservation included a roundtrip flight with
*** Airlines and a hotel stay at *** & *** by ***
Portland Airport, Portland, OR. The customer paid for the package using a third
party Affirm Inc. We understand the customer is requesting a refund of the
hotel portion of the booking in the amount of $442.17 due to COVID-19. Upon
research, Expedia made several attempts to issue a full refund of the hotel,
however they failed due to the customer’s original form of payment via Affirm
Inc. On
May 31, 2020, Expedia issued a full refund of $442.17 to the customer’s payment
method of choice using a workaround in our system. The customer was sent an
email confirmation advising her of the refund amount and processing times. 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 12, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I cancelled my hotel reservation for a hotel in key west after talking to the hotel they said even non refundable would be refunded the hotel was and is closed to tourist I coukdnt go if I wanted to the services o paid for were not rendered and expedia will not give me my $955 dollars back do to my reservation being non refundable on their site but I dont think that applys to the hotel being closed down please help9
Expedia.com Response
• Jun 28, 2020
June 28, 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 Mr. *** (Revdex.com case number ***) regarding his hotel
reservation under itinerary ***. We understand the customer is
requesting a full refund of the hotel due to COVID-19.On
June 28, 2020, Expedia issued a full refund of the hotel booking in the amount
of $955.98 back to the customer’s original form using *** COVID-19 policy.
It may take up to two billing cycles for the refund to process, depending on
Mr. 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
A few months ago, I saw through Expedia that *** airline had round trip economy tickets from Chengdu, China to San Francisco, US, between Dec 18, 2019 - Feb 26, 2020 that had a good price for $379.02 per traveler. My parents, for saving some money, they asked me help them booked 2 tickets under this price, in total $758.04.
After they came to US, because of COVID-19 impact, *** airline canceled all the flights including the one for my parents to fly back. However, before the cancellation, there is no email, message, or phone call to notify me about the flights cancellation. And it refunded both tickets for about $165 each.
I've used Expedia many years, each time the airline had any delay, cancellation coming up, I always got email notifications that left me enough time to take action. However, this time Expedia's system failed to send email notification. It made us take action too late. When I called their customer service, the agent and his manager tried the best to help reschedule. But due to tickets already being cancelled, they had no way to help.
My parents face to buy tickets themselves, and they have to spend at least $400 more plus the refunded money to buy the cheapest tickets. So they have to lose at least $400 just because the system failed to send notification.
I tried many times to contact to their customer service if they can compensate the loss, they refused after avoiding and delaying many times. Before eventually got refused, I got many times locking in waiting response in chat and phone. The longest time was more than 6 hours without response after the agent told me staying in chat.
Now there is no choice. I can only make a complaint here for seeking some help. Thanks.
Expedia.com Response
• Jun 30, 2020
June 30, 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 help with the extra cost to buy
the cheapest future tickets for $400.Our records indicate on October 7, 2019, Mr. or
an authorized user of the Expedia account, self-booked two round trip flights
on *** Airlines, departing on December 18, 2019 from Chengdu, China to San Francisco, CA, USA, returning on February 26, 2020 via ***. We can confirm on February 4, 2020, Expedia
emailed customer the following email: “We regret to inform you, that your
flights have been cancelled by the airlines due to the Global Coronavirus
Outbreak. Based on the policy of the
airline, we have received no options to place you on a new flight, therefore we
have processed a full refund on your flights. Should you wish to still travel, you will need to make a new booking at
the prices currently available. Please
note your refund can take up to 8 weeks. Thank you for your immediate attention to this matter, we apologize for
any inconvenience caused.” From May 24, 2020 through May 30, 2020, the
customer spoke with our Social Media Team on a couple of occasions and advised
that she was not notified about the cancellation.
She stated she only received an email that advised there would be a refund for
the unused flights. She advised there
was no option for her to contact us and she was not notified in time. The customer was advised the airline
cancelled flight segment and is not operating to China until April 24,
2020. The customer wanted to fly on May 17,
2020 on flight ***. After further review on June 30, 2020, Expedia reviewed the Expedia account and the *** Airlines record. Expedia verified the customer was sent an
email notification of the cancelled flights on February 4, 2020. The email advised any new flight would be at
the current available price.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. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. 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.
Mr. can contact our Customer Service Department
at 877-227-7481 for assistance with booking a
new flight at the current available prices.
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
On February 20, 2020 I purchased a travel itinerary for Davao (DVO) - Tue, Apr 7. The Itinerary also includes a useless AIG Travel Guard Protection Insurance of $90.00.
On March 3, 2020 I received an email from Expedia saying that :
" my airline has canceled or it was noted I didn't take my trip as scheduled because of current situation related to COVID-19".
This same email said :
" Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight. All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon".
I never received such a thing in my email. Also I did not cancel my Itinerary. Expedia were the ones to cancel it. I never received a confirmation email for a refund or future credit. Also I tried getting into contact with Expedia like they said few days before my flight and was never able to get in contact with them either by there chat or phone. When I would try to chat days before my flight the chat either could not find me as an immediate flyer or that I did not have an itinerary with them. Something similar happened when I called there phone number. The machine would say to me that to call them back when my flight was 7 days or less. When I started contacting Expedia by Chat or Phone when my flight was due the next day the chats and phone number machine would still either tell me they could not find my itinerary or that I should call them when my flights was due in 7 days or less.
***s is in lock down and currently not allowing International Travel. This is all over the News for confirmation. No need in doing investigations or whatever for this. ***s is still locked down to International Travel! Only filipinos or there spouses are allowed to travel to ***s at this time. The Mayor of Davao City which was my destination for April posted a letter on her Official Facebook stating the rules of the lock down and until further notice nobody can enter or leave Davao City. This information should be more than enough to give me my refund including the useless AIG Travel Guard Insurance I purchased which is $90dlls. Total of my Itinerary refund should be 1,483.43?.
This is how it show up in Expedia Website Total: $1,393.43 Travel Protection: $90.00.
Also I have evidence of my AIRBNB being canceled due to COVID-19 and refunded on that same day! AIRBNB did a great job in giving people there refunds quickly. My AIRBNB was canceled by the owner and the owner contacted me and told me to cancel because DAVAO City is currently not allowing Foreigners to enter the city.
Expedia has a broken system and does not work well as far as I can see. They don't care about there customers. All they care about is them getting paid but if they have dues they will not pay back! This are bad business rules and do not deserve good loyal customers like myself. I paid this trip using my AMEX Card too and since I have not paid my credit card my Credit Report has been posting me lower numbers than usual every month.
I expect a refund as soon as possible please. This is unjustifiable and wrong in every way.
Expedia.com Response
• Jun 30, 2020
June 30, 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 full refund of $1382.25.Our records indicate on February
21, 2020, Mr. or an authorized user of the Expedia account,
self-booked a round trip flight on ***
Airlines, departing
on April 7, 2020 from Dallas,
TX, USA to Davao, ***s, returning on May 4, 2020 with the
Flight Protection Plan via ***. We can confirm on May 14, 2020, the
customer spoke with our Social Media Team and was advised the airline flex policy allows a flight credit up until November 30th.On June 4, 2020, the customer spoke with our Social Media Team and asked for a refund. Our representative informed the customer that an email had been sent on
May 13, 2020, to *** Airlines and Expedia is waiting for an update from ***
Airlines regarding their authorization.After further review on June 30, 2020, Expedia reviewed the Expedia account and the *** Airlines record. Expedia verified on May
13, 2020 an email was sent to ***
Airlines asking for a refund for the ticket. Expedia verified another *** Airlines email address and forwarded
a second email asking them to
issue a full refund. Expedia verified the
ticket was a published fare and ***
Airlines was the merchant of record that initiated the original charge. *** Airlines has to issue the refund since
they were the merchant of record. The account
shows there is future travel credit of $1383.25 that is valid until February
19, 2021. 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. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. 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.
Mr. can contact our Customer Service Department
at 877-227-7481 for assistance or questions.
Expedia must wait for notification from ***
Airlines regarding their response on refunding the reservation.
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
Expedia website is misleading
When booking a hotel for April 2021, website shows an option to ‘book now, pay later’ when doing so, is was charged the full amount of $637.
I called customer service and the 2 agents I first spoke won’t disconnected the call and hung up on me.
I got push back when requesting a refund and was told it can take 24-48 hrs for me to receive an email.
Expedia.com Response
• Jun 29, 2020
June 29, 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 hotel reservation. Our
records indicate that on May 30, 2020, the customer, or an authorized user of
the Expedia account, self-booked a hotel reservation on Expedia’s mobile site,
under itinerary ***. The booking was with ***,
Hopkins, Belize, for April 6-9, 2021. We understand the customer is requesting to
cancel the booking for a full refund. Upon
review, the booking was cancelled on May 30, 2020, per Ms.’ request.
Per the hotel’s policy, the customer was charged $128.99 penalty. Expedia sent
an email to the hotel requesting a waiver of the penalty. On June
29, 2020, Expedia issued a refund of the withheld penalty in the amount of
$128.99 back to the customer’s original form of payment using the waiver
provided by the hotel. It may take up to two billing cycles for the refund to
process, depending on Ms.’ financial institution. 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
• Jun 29, 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.
Itinerary # *** for APR 16-18 2020
I cancelled this reservation both online & thru the live agent. I also called the hotel directly and was told since I cancelled ahead of time that the hotel never billed Expedia yet and I could get a full refund. Next, I called Expedia and was promised a refund which never came. Next I contacted the Expedia live agent again and was told my refund was being processed but I would need to wait an additional 30 days. Still no refund after thirty days so I contacted Expedia again. An employee called me back and blamed the delay on the hotel. She said they would send me a voucher now since their policy had changed. Still no refund or voucher. The hotel was closed during the dates of my reservation and never billed Expedia. Wheres my refund???
Customer Response
• Jun 15, 2020
This company has issued me a full refund today. I would like to withdrawal my complaint.
My family booked a hotel reservation back in February, which was for June 5 - June 10. This was a non-refundable hotel in London. Because of COVID19 our flights were canceled and we began contacting Expedia about rescheduling or canceling our reservation. We were told that no rooms were available for that hotel throughout the rest of the summer. After reading through Expedia’s website, we came across a page about COVID19 which stated — the policy has changed about non-refundable hotels and cancellation of the reservation will result in a full refund. We called many times about this reservation and we were told to contact the hotel directly about our issue. We tried contacting the hotel, however, the U.K. has closed all hotels in the meantime. Throughout this process of trying to contact Expedia agents, many of them were not giving us proper information and hanging up the phone. We asked to speak to a few supervisors, which were no help either and said there is no place for Expedia members to file a complaint.
On 10/16/19, I purchased tickets through Expedia.com (Expedia itinerary ***, $3071.80) for *** Airlines flights from Los Angeles to Lihue HI (on 6/13/20), and back (on 6/20/20). I received email from airline on 5/27/20 indicating flights are cancelled. As directed per the email from the airline, I contacted Expedia on 5/29/20 about the flights and requested a full refund. Refund was denied by Expedia due to *** Airlines' refund policy. Per USDOT notices to airlines on 4/3/20 and 5/12/20, I expect a full refund as the flights were cancelled by the airline. I clearly stated this to the Expedia representative on the phone, but was unsuccessful in securing the refund. I have filed a consumer complaint with the USDOT over this matter.
Expedia.com Response
• Jun 29, 2020
June 29, 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 Mr. *** (Revdex.com case number ***) regarding his 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 20, 2020, Expedia issued a full refund of the flight back to
the customer’s original form of payment. Please be advised that ***
Airlines 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 Mr. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• Jul 01, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and accept the response from the business. I wish to thank them for their response to the matter.
I booked a package travel deal with Expedia that was cancelled related to travel restrictions. The date I called in to cancel was March 1st. I was informed by phone that I would be receiving a full refund. I have not received a refund as promised. I have sent 4 emails inquiring about the refund and continue to be told it is being researched with no resolution. The delayed refund is causing an economic hardship for my family.
Expedia.com Response
• Jul 10, 2020
July 9,
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 *** for six nights
with check in on March 15, 2020, with *** Airlines flights, vacation waiver
coverage.We
apologize for the delay in processing the refunds. The hotel was canceled on January
6, 2020 and was eligible for a refund under the vacation waiver coverage. We
processed the refund on July 9, 2020.The
flights were canceled in April after an airline initiated schedule change and
were eligible for a refund. The records show one ticket was refunded and the
other was not. We have requested the refund of the other ticket, and the amount
should post on the credit card statement from the airline.The
vacation waiver coverage is nonrefundable. As a gesture of goodwill we have
refunded the vacation waiver coverage on July 9, 2020.The
refund time frame varies based on the processing times of the airline and the
credit card.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 purchased a vacation package to Punta Cana through Expedia for April 8-15, 2020. The resort closed and the trip was cancelled. I received a text message from Expedia saying would receive a full refund for the hotel and voucher for the flight, an acceptable offer. I cancelled the trip using the link provided in the text message and waited patiently for my refund. Upon checking on the status, I was told a refund was no longer an option. Families we were traveling with booked through Expedia under the same exact circumstances and received a refund for their hotel, yet we did not. Expedia has rescinded our original refund offer in place of a coupon valid for one year. We will not travel out of the country within a year due to covid19. Additionally, we purchased a vacation waiver through Expedia in which we were to receive a refund should the resort close during the duration of our trip, which it did. Expedia will not budge and has ignored any reference to our waiver purchase. We desperately need this money to be refunded, not a worthless coupon. I have spent hours on the phone with Expedia and exchanged a multitude of emails pleading my case to no avail. The purchase of the waiver seems to be our strongest argument in receiving a refund. I have sent a letter and copies of my exchanges to Expedia's headquarters hoping to get somewhere with this matter. Please help.
Expedia.com Response
• Jun 30, 2020
June 30,
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 for seven nights at The *** at ***
Beach - All Inclusive, with check in on April 8, 2020, including flights,
shuttle and vacation coverage. The hotel
was refundable until a certain date. The hotel refund was approved under the
pandemic force majeure policy and per the customers request. As such, the coupon was deactivated and the amount of 2300.45 was refunded on June 30,
2020. The refund time frame varies based on the processing time of the credit
card company.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
Re: Itinerary *** - $469.16 - *** Orlando *** -4/2-4/6
This has been escalated to a supervisor three times with no movement or response from Expedia.com.
I have a trip that I cancelled due to COVID-19. This trip (Scheduled for April 2nd-6th) was cancelled on March 19th, and at this point they had a form on their website to receive the refund. I filled this out, and no communication was given back to me. When I tried to contact Expedia via CS online chat, email, and on the phone, the messages said they would not let you talk to a representative until your trip was 3 days away due to COVID-19. So I waiting until March 31st. Then when I tried on March 31st, this changed to they wouldn't let you talk to a representative until 72 hours before a reservation. I also tried CS chat, and email, with no responses. I also called the hotel under the reservation, as I was staying for a wedding that was cancelled and they refunded all the rooms. They said they had released the room but it was up to Expedia to refund me.
I spoke to Danial via chat on March 31st when I was unable to call due to the 72 hour change. He said Expedia would get me the refund, and I would receive the email in a few days. (I have received 0 emails from any of my transactions with customer support regarding this matter - regardless of email, chat or call).
Next, when I received no emails, I again tried to use the chat feature, and called on April 11th. No matter what I did, I was told that I could not be helped due to Corona virus. Every time I reached out, I was directed to an FAQ website that only said I would receive a refund in 30 days.
I called on May 25th, after again receiving no email and having been told that I would get a refund in 30 days. This is when Expedia said they would BEGIN the refund process for me, even though I had been in contact with you since March 19th in emails, texts and phone calls. I was told I would receive my refund in 30 days.
After receiving no email confirmations or information again, I called to check in on the status of the refund on April 11th. I was told this was sent to the offline team. I would receive a refund or a voucher 30 days from April 25th (my previous phone call) and still have not received a refund or a voucher. At this point is when they began speaking about vouchers, instead of a refund.
I called again today, May 29th. After asking to speak to a manager, and then being disconnected from the line, I called AGAIN. I was then connected to the manager told me that I could expect to receive a voucher only, and that it would be 30 days from today.
I need my money back. I need to stop jumping through hoops and I need confirmation of these communications and when I will receive it. I followed every direction of Expedia as they changed policies due to COVID-19, but have been denied any support or refunds. At this point, I am desperate for the money for financial reasons.
Expedia.com Response
• Jul 01, 2020
June 30,
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 had four nights with the *** Orlando/***, ***
***, for check in on April 2, 2020. A refund was provided on June 30, 2020
in the amount of $469.19. The refund time frame varies based on the processing time
of the credit card company.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
Non-refundable lodging reservation was made though Expedia for The *** in London for May 18-May 21, 2020. Hotel has been closed during this time due to Covid-19. Hotel cancelled my reservation. Cancellation fees were waived by the Hotel for this reason and Hotel notified Expedia that all fees (cancellation) had been waived and that Expedia should make a full refund to me of $628.19. After several contacts with Expedia have been unsuccessful, they tell me that they are "investigating" my claim for a refund. I have the email from the Hotel Manager stating the waiving of all fees and the confirmation that Expedia should refund all of my money. They are just stalling. Customer NO-service at its finest!!
Expedia.com Response
• Jun 28, 2020
June 28, 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 Mr. *** (Revdex.com case number ***) regarding his hotel
reservation. We understand the customer is requesting a full refund of the
booking due to COVID-19. Our records indicate that on March 2,
2020, the customer, or an authorized user of the Expedia account, self-booked a
nonrefundable Pay Now hotel reservation on Expedia’s website, under itinerary ***.
The booking was with The ***, London, England, UK, for May 18-21,
2020. Upon review, on May 25, 2020, the
customer contacted Expedia and requested a refund of the booking. Due to the
nonrefundable policy of the booking, Expedia is required to obtain a waiver
from the hotel in order to process a refund. We called the hotel and sent email
waiver requests multiple times, until we finally were able to reach the hotel
on June 18, 2020. On June 23, 2020, we issued a full refund
of the hotel booking in the amount of $628.19 back to the customer’s original
form of payment. It may take up to two billing cycles for the refund to
process, depending on Mr.’s financial institution. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
I purchased a return airfare through Expedia ( Itinerary No. ***) for my elderly parents to travel for a stay with me. The airfare was with *** Airways for the following route Moscow - Houston - Moscow. My parents arrived to Houston on 2/29/2020 and were scheduled to depart back to Moscow on 5/30/2020. *** Airways cancelled the return flight due to COVID 19 travel restrictions but offered an opportunity to reschedule my parents for the same flight during the first week of July with no change fee and no extra airfare. I called Expedia immediately to advise them that I do not want a refund for the cancelled flight but need to reschedule as soon as Russia lifts international travel restrictions. I spoke with Expedia manager Mary who took notes of my preference to reschedule the flight. Before I was able to complete rescheduling my return flight with *** Airways, Expedia cancelled my return reservation without my consent or knowledge. I immediately contacted Expedia to resolve the issue. The case was assigned number *** After being on hold for over 12 hours over the course of three days, I was able to speak with the corporate office representative on May 21 at 11:50 PM. He, as all other Expedia reps I have previously spoke with, admitted that Expedia cancelled my reservation in error and it should not have happened. Expedia offered me to purchase airfare for my parents to return home during the first week of July to a flight comparable to the one Expedia cancelled in error. The corporate office rep explained that my case is being forwarded to the department that issues tickets and I should receive a call within 24 hours. It has been more than a week since I spoke with the corporate office and no one from Expedia has contacted me regarding this matter. I attempted to contact Expedia today and after being on hold 2 hours my call was simply dropped. I am a working mom of three and cannot spend 2-3 hours a day on hold to resolve the issue resulting from Expedia ERROR.
During these difficult times, Expedia is acting in bad faith and provides unacceptable customer service. In my opinion, no company with this kind of customer service or business ethics should be allowed to do business in US.
Expedia.com Response
• Jun 28, 2020
June 28, 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 under itinerary ***. Our records indicate that on February 6,
2020, the customer, or an authorized user of the Expedia account, self-booked a
flight for two passengers on Expedia’s website, under itinerary ***.
The flight was with *** Airways from Moscow, Russia, to Houston, TX, USA,
departing on February 29, 2020, and returning on May 30, 2020. Upon review, passengers were able to take
the outbound flight from Moscow, Russia, to Houston, TX, USA, that departed on
February 29, 2020. Upon further review, on April 20, 2020, the
first leg (Houston, TX, USA - London, England, UK) from the returning flight was
cancelled due to an airline-initiated schedule change. On May 13, 2020, the
second leg of the returning flight (London, England, UK - Moscow, Russia) was
cancelled due to an airline-initiated schedule change. As there were no
alternative options at the time, Expedia issued a full refund of the returning
flight in the amount of $344.00 per passenger back to the customer’s original
form of payment. We understand that alternative flight options became available
later, however the customer’s couldn’t use them as the flight was in refunded
status. On June 28, 2020, we contacted Ms.
directly to discuss available options in order to resolve the issue. She advised
she purchased new flights to Russia and would like Expedia to reimburse her for
the cost of tickets. Per our verbal agreement, the customer will provide us
with receipts for the new flights for our review. We’ll reach out to the
customer directly with a resolution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I have booked a Hotel in London via Expedia for the 9th July, 2020 to the 17th July, 2020.
It was booked as a non-refundable booking. Today I asked to cancel the booking and get a refund due to COVID 19. Australians have a travel ban in place and we have not been told when we will be able to travel again. England is a hazardous country as well due to the coronavirus. I had also booked non-refundable rooms via *** and *** which they have given me a full-refund because of these unprecedented circumstances. They were understanding and accommodating throughout the entire process. I spoke to Calvin today from Expedia and I found him to be extremely unhelpful and showed no empathy. Other Agents know the value of doing the right thing now because it is better for them in the future once everything returns to normal. He went on to tell me that *** will not refund. I did not book through ***, do not know why he told me that. He also said he had contacted the property. According to the website, the *** is currently closed. Again, it appears he blatantly lied to make his point and refuse a refund.
Dear Revdex.com,Thank you for taking the time to contact Expedia.com.au
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Expedia.com.au is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.Expedia.com.au is responding to the consumer complaint from
Ms. *** (Revdex.com case number ***) regarding the full refund of her
hotel booking with “The ***”. I regret to hear that her
experience was disappointing this time and have noted down the feedback. We
have investigated this case and would like to confirm that a full refund for
the booking was initiated on 24th June’20 and would take upto 30
days to reflect to the original form of payment.We are appreciative of your help in mediating a resolution
of this issue and want to assure you that we believe the appropriate resolution
was reached. If you have any further questions or concerns, please do not
hesitate to contact us.Please share our investigation with Ms. *** and
let us know in case of any concerns.Regards,Vipul ***Priority Customer Escalations AgentExpedia.com.au
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.
My only concern now is physically receiving the refund. Due to their bad reviews and the fact that I needed your help to receive a refund at all, I would like to keep the complaint open until the I receive the refund payment. Unfortunately, I do not have much trust
left in Expedia and I am worried that I will have to go through another ordeal until they pay me the money.
Thank you for your assistance so far with this matter. I am very grateful for your support.
Sincerely
On February 22, 2020, I purchased a flight/hotel package to Washington DC through Expedia. The date of departure was scheduled to be 3/23 with my return flight on 3/27. I also purchased their Vacation Waiver which states that I may "change or cancel my trip for any reason one time prior to the scheduled start time" and they would offer travel credits and take care of any change/cancellation fees. On March 7 and March 12, I received the following email from Expedia:
Dear Expedia Traveler,
We know many of you are trying to contact us to find out more about adjusting your travel plans due to the situation with COVID-19, and we are deeply sorry for the delays. We are clearly facing extreme call volumes at this time, and wish we could respond to everyone immediately. Please know that we are working as fast as we can to update our site with options that allow you to manage your itinerary directly, as well as re-deploying Travel Advisors from other parts of the business in an effort to assist those who are calling in.
The quickest way to find out if your travel plans can be changed without a penalty will be to check the airline or hotel website directly; please verify with your provider first before contacting Expedia. As always, Expedia follows the policies of our partners, which means that any credit, refund or change will be at the discretion of the airline, hotel, cruise line or other travel provider.
If your travel plans do not currently fall under a flexible change policy or are not scheduled to begin within the next 7 days, we ask that you please delay your call to our customer service until your trip becomes eligible or you are within 7 days of your trip start date, so we can help those with more imminent travel first.
Thank you for your patience and understanding during these difficult times. We will continue to do our best to serve you and do whatever we can to help you travel with better peace of mind. For more information, please visit our Customer Service Portal.
Sincerely,
The Expedia Travel Team
On March 13th, I planned on canceling my trip since I didn't want to place my family at risk of COVID-19. Following the instructions on my itinerary, the Expedia website told me I needed to call 1-866-310-5768 to have them take care of the cancellation for me since I purchased the Vacation Waiver, . I called the number multiple times and after waiting numerous hours without getting through or being transferred and getting cut off with no warning, I decided to try the chat window. It also wouldn't let me through and told me to check back later. I called numerous times without success that week and since I knew that I needed to cancel my plans prior to the departure date, I decided to check on what I needed to do to cancel on my own. *** Airlines was waiving change fees during the time and since my tickets had already been purchased, I cancelled my flight directly on the itinerary. *** Airlines is giving me a credit. I was more unsure about the hotel since the itinerary said it was non-refundable so I called the hotel directly to investigate. I was told by the manager at the hotel that I would need to contact Expedia since I booked through them, but they mentioned that they should offer some flexibility since a lot of travel plans were being cancelled. They led me to think that had I booked directly, the non-refundable issue may not have come into play but I'm not 100% sure. Nevertheless, the reason I bought the Vacation Waiver was to cover the cost just in case I needed to reschedule. Once again, I attempted to contact Expedia to have them cancel but couldn't get through. I decided to cancel the hotel booking on the Expedia website itself and this was done a few days prior to departure.
It's now 6/1/20 and I felt that I needed to get some clarification on next steps so I attempted to get in touch with Expedia again. After waiting on the line for about 1 hour 40 minutes, I got a customer service rep who looked into the issue with me. He informed me that his supervisor said nothing could be done since the policy only covered cancellations if they were done before the scheduled dates. I informed him that the cancellation was indeed done before departure but I had to do it directly since they weren't available and their email had mentioned that they were giving me the option to "manage my itinerary directly." Nevertheless, Expedia said there is nothing they can do since the policy is past date but in my opinion, that isn't my fault. I do not feel it is right that they expect me to lose around $1300 because they didn't find a way to help me when I needed it.
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 ***.On
February 22, 2020 the customer purchased four nights for three adults with the ***
Hotel & Corporate Quarters, Washington, DC, for check in on March 23, 2020,
and roundtrip flight with *** Airlines and vacation waiver travel
protection. The hotel was nonrefundable with no changes allowed. The flights
were nonrefundable with changes allowed for a fee of $200.00.The
travel protection vacation waiver offered a cancel for any reason portion,
which allowed the customer to receive a refund of the hotel reservation prior to
the start of travel. It also reimburses change fees the customer pays to the airline
for flight changes made. We
refunded the hotel in the amount of $1159.21 under the package coverage on July
12, 2020. The refund time frame varies based on the processing time of the
credit card.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On January 8, 2020, I booked round trip airfare on the Expedia.com website, from Los Angeles to Washington DC, for my wife and I, for travel on March 13, 2020, returning on March 16, 2020. The airfare was bundled with hotel. On March 11, 2020 CDC recommendations relating to the COVID-19 outbreak were that all non-essential travel be suspended for persons with elevated risk. My wife is asthmatic, requiring daily medication, and I am over 60 years old, and we decided since we were both in the high risk group that it would be safest for us to cancel our travel plans.
The flights were on *** Airlines. We attempted to call both Expedia and *** repeatedly over the next two days without results. Finally, on March 12, 2020 we were able to access the online trip cancellation feature on the Expedia website, and I submitted cancellation requests for both the airfare and hotel. I subsequently received three confirmation emails of our requests on March 12, 2020, with Request ID numbers *** Here is a copy of one of the emails, which were all more or less the same:
START of EMAIL------------------
Dear Customer,
Thank you for your request to cancel and refund your flight during this travel alert event. We’ll do our best to respond to your request within 5 days.
If your inquiry is for another request besides cancelling and refunding your flight, please note we cannot provide the following services over email:
• Cancellation requests for flights that are part of a package
• Cancelling and retaining credit for future use
• Cancel requests for part or all of two one-way fares or reservations with multiple airlines
• Change requests
• Other topics or inquiries regarding urgent travel within 24 hours.
For these requests, please call us at +1-866-310-5768 (local, toll-free) or +1 404-728-8787 (from abroad, charges apply) and reference the case number above for assistance.
Thank you for choosing Expedia!
Your Expedia Customer Support Team
-----Original Message-----
From: xxxxxxxxxx
To: [email protected]
Additional Recipients:
Subject: Travel alert refunds 12/03/2020 (www.expedia.com, Itin # ***) - Travel Date 03/13/200
Sent: Mar 12, 2020 7:48:40 PM
Airline record locator:*** Itinerary number: ***
Product: Hotels
Outbound : N/A
Return: N/A
Did you book in the last 24 hours?: No
Departure date: 03/13/200
Booking date: 01/08/2020
Customer email: xxxxxxxxxxx
Customer phone: xxxxxxxxxxx
END of EMAIL -------------------------------
Over the next several days, we continuously tried calling the number in the email (866-310-5768) but were unable to get through. Long after the five days had passed, I began following up over several hours long phone calls and was able to piece together this sequence of events.
1. I requested cancellation from Expedia.
2. Expedia acknowledged my cancellation request via email.
2. They did not submit the cancellation with *** Airlines.
3. We were subsequently classified as "no shows" for the flight.
4. We received another email from Expedia indicating we should call *** Airlines.
We called *** Airlines and were told that we needed to resolve the issue with Expedia because it was a third party booking.
5. We contacted Expedia again and reviewed the emails we received with a customer service manager. She acknowledged that they received our cancellation request, but could not explain why the flights weren't cancelled.
6. Since we were classified as "no shows" they couldn't refund our money.
So you see, this is a big circle of nonsense because, we were unable to contact either Expedia or *** Airlines by phone prior to our flights because the phone lines were jammed, and while on a call to Expedia were transferred to recorded instructions to change or cancel bookings online. We did as instructed and received confirmation emails, but Expedia failed to cancel the flights, which cause us to be classed as "no shows".
Two credit card payments of $387.80 each to *** Airlines were charged to my credit card on January 8, and another charge of $512.81 was charged by Expedia for the hotel.
I believe I did everything in my ability to cancel the flights, and once I received the emails from Expedia concluded that we had
done what was required. *** claims Expedia did not cancel the flights. We'd like a refund for our flights and hotel please.
This situation has caused extreme stress and aggravation for both my wife and me. We trusted Expedia to do their job and they failed.
July 13,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a package including hotel, flights and vacation waiver
protection. We understand that they tried to contact us on March 12, 2020,
prior to the start of their trip from their complaint. The email they sent
arrived the same date.Based on
cancelation being requested prior to the start of the trip, we refunded the hotel
in the amount of $410.81, and the flight in the amount of $775.60. These items
would have been refunded or covered under the package coverage at that time.
The refund timeframe varies based on the credit card.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On February 26 I made a reservation for *** Motel in Jackson, WY (Itinerary # ***). I had to cancel the trip on May 12 due to the COVID-19 pandemic. I was informed at the time I would receive a voucher within 30 days for the value of $412 to be used at the *** Motel location within a year. I called Expedia again on May 29 for an update on the status of the voucher and informed them I would like to rebook my trip but it was difficult to do so without the voucher. After much back and forth, I was assigned a case number (*** ) and told via email "Please call us with your case *** , As per our phone conversation today, We will pay for your room @ *** Motel in July , 412.46 USD you will need to pay any difference and we will deactivated the coupon once in your account." I called on May 30 and spoke with Sherika and made a resrervation for July 24-26 at *** Motel (***). I was informed by a corporate agent on May 31 that he was going to cancel my reservation because I was informed of the incorrect policy on Friday, Ma 29. I have already booked the rest of the components of my vacation because of the information I was provided Friday night-flight, car, other hotels, etc. I have not been given an updated timeframe on when I can expect the voucher to arrive in my account. My fear is by the time it does arrive, room rates will increase dramatically and vacancies will decline dramatically. This was the reason for the troubleshooting provided to me on May 29.
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 *** Motel, itinerary *** was created on February 27th, 2020 for a check in of May 22nd, 2020 and a check out of May 24th, 2020. This was a pre-paid reservation with Expedia and the guest was charged $412.46 USD to their card at the time of booking.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.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 $412.46 USD on June 1st, 2020 which has been Fully ProcessedAdditionally the customer received a goodwill voucher of $100 to be used for a future booking. Again we apologize for any inconvenience the customer experienced with our company.Thank you for bringing this matter to our attention and allowing us a chance for resolution.
They’re great until a pandemic hits, your flight is cancelled and won’t give a refund for the property you reserved. I had reserved a 5 night stay at *** in Maui In June 2020. With the pandemic, Hawaii requires visitors to self quarantine for 14 days and *** Airlines cancelled our flight. During that time Expedia was not connecting customers to their agents if their trip was more than 20 days out. So I waited. At 20 days out I contacted their online agent who said if I cancelled my reservation I would be penalized 30% of the cost. I requested an exception due to events outside my control. They said they would try to contact the property. The property said “No refunds.” I asked Expedia to try to get my full refund. Due to events outside of my control. After that they never got in contact with the property. I called and spoke to someone who was very apologetic and read me all the lines that these agents read to unhappy customers. I contacted them again to see if they could get in touch with the property, they couldn’t. They told me they would get in touch with the property and to not call back until I received an email from them. 1 week past the date they said it would be resolved I call. The customer service rep sent me to the “lodging department “ and that gentleman told me that was the wrong department and sends me back to square one. I get another rep and finally ask for a supervisor. Emma gets on the phone and proceeds to tell my husband that there is nothing they can do for us. We can cancel, now with a 50% penalty or we can get a coupon to use on the property that would not let us rebook past the month of June 2020. Emma continues to tell us that there is nobody higher than her in the entire company that we can call, write or email. She even said the company doesn’t receive mail. It was bad enough to feel like I was being screwed over by 2 businesses at once, but to have this “supervisor” blatantly lie to me was unforgivable.
We booked our trip to NYC with Expedia in 2019 for a trip June 7-14, 2020. Due to coronavirus and being high risk (over 65 and COPD), we had to cancel our trip. They took our money in January 2020,and still have not refunded it. I filed a review but would like to change it to a complaint. We need our money - they have had it long enough. I cancelled the flight and hotel shuttle on 04/26/2020. We only received the shuttle money back. I finally was able to cancel the hotel last week. The hotel had previously said we could cancel, but Expedia wouldn't let us until last week. I would like all our money back - we had travel insurance but it doesn't cover the coronavirus. Can you help? Check my review for more info. Thank you.
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 Ms. *** (Revdex.com case
number ***) wants a
refund of $2885.90 for reservation.Our records indicate on December
31, 2020, Mr. *** or an authorized user of
the Expedia account, self-booked two round trip flights on *** Airlines,
departing on June 7, 2020 from Indianapolis, IN to New York, NY, returning on June
14, 2020 with a seven night hotel stay at ***, round trip airport transportation and the Package Protection Plan via
***. We
can confirm on April 26, 2020, the customer
cancelled the reservation via electronic web form. Expedia emailed a
cancellation email to the email address on file, which advised of the flight credit.On June 11, 2020, the customer communicated
with our Social Media Team and was advised the airline was supplying a future
travel credit. From June 11, 2020 through June 23, 2020, there were numerous emails
between Expedia and the customer regarding a refund for the reservation. The customer emailed Expedia advising the DOT
states everyone should get their money back due to COVID19. Expedia replied the flight was not eligible
for a refund as the airline states a travel credit is applicable and Expedia
forwarded information to the hotel for their authorization of a refund. Expedia
advised the customer the hotel reservation was non-refundable and a coupon was
applicable to the non-refundable reservation.From June 12, 2020 through June 22, 2020,the customer spoke with our Social Media Team advising that he like a refund for the flight. Our representative advised the flight was not
eligible for refund but was eligible for the future travel credit. The customer was also trying to get a refund for
the hotel reservation.After further review on July 1, 2020, Expedia was
able to verify the *** flight reservation was cancelled and a flight credit is
applicable to the future travel credit. Expedia
verified the hotel reservation was cancelled on May 27, 2020. Expedia issued a refund for the hotel
reservation in two increments in the amount of $956.35 for a total refund of
$1912.70. The refund was issued to card
ending 0053 and should appear within the next 30 days.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. ***
Airlines was the operating carrier and merchant of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that the hotel money resolution is satisfactory. I would like to know why I can't deal directly with *** since Expedia states they are the ones that have my money. If they have my money, then I should be able to book directly with their website and not use Expedia. Expedia, Please respond to this question. I have received my hotel credit. Thank you Revdex.com for assisting me in this matter.
Sincerely
I would like to formally and legally request the complete refund of US$1,382.47 for a booking related to the Itinerary # *** and Confirmation # ***. I made this booking on January 26, 2020 directly with Expedia.com and I selected a pre-paid rate which involved the terms and conditions that “Should you change or cancel this reservation for any reason, your payment will not be refunded”, which I agreed to by making the booking.
However, in this case the Hotel *** is closed until June 26, 2020 (past my stay dates originally planned for June 19-22, 2020). The hotel reached out to me on May 27 me notifying that the hotel is closed and asking me to take a voucher, which I have declined. See email below from hotel confirming closure, and I re-confirmed that hotel is closed with an Expedia agent on the phone.
When I spoke with an Expedia agent, the agent told me that the only option is for me to get the voucher, which I have declined. I expect Expedia honors the terms and conditions of my booking, and as per any other serious company, if the service is not available anymore, I am fully entitled to a full refund of my money under the law, similarly to what airlines and other lodge companies do: If the hotel or flight is cancelled by the vendor, they must refund the money to the customer.
Dear Revdex.com,Thank you for allowing us this opportunity to discuss our customer's concerns regarding case number ***.Findings:We can confirm that our customer created a booking on January 26 for a check in of June 19 with a three night stay. This reservation was cancelled on May 27 when our customer contacted Expedia customer care regarding the reservation.This booking was created under a Non-Refundable cancellation policy which states, "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." Under normal circumstances, Expedia must contact the hotel partner in order to receive permission to waive this policy and refund our customers. Unfortunately, our agents were unable to contact the property during our first attempt.Resolution:I am happy to report that we were able to secure a full refund for our customer back to the original form of payment. This refund was processed on June 3, and may take up to 30 days to post to our customer's account.Sincere Regards,The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Canceled vacation due to Covid-19. Was told by the hotel directly there will be a full refund But Expedia is still refusing to refund me.
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 hotel
reservation under itinerary ***. Our
records indicate that on February 23, 2020, the customer, or an authorized user
of the Expedia account, self-booked a package on Expedia's mobile site, under
itinerary ***. The reservation included a roundtrip flight with
*** Airlines and a hotel stay at *** & *** by ***
Portland Airport, Portland, OR. The customer paid for the package using a third
party Affirm Inc. We understand the customer is requesting a refund of the
hotel portion of the booking in the amount of $442.17 due to COVID-19. Upon
research, Expedia made several attempts to issue a full refund of the hotel,
however they failed due to the customer’s original form of payment via Affirm
Inc. On
May 31, 2020, Expedia issued a full refund of $442.17 to the customer’s payment
method of choice using a workaround in our system. The customer was sent an
email confirmation advising her of the refund amount and processing times. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I cancelled my hotel reservation for a hotel in key west after talking to the hotel they said even non refundable would be refunded the hotel was and is closed to tourist I coukdnt go if I wanted to the services o paid for were not rendered and expedia will not give me my $955 dollars back do to my reservation being non refundable on their site but I dont think that applys to the hotel being closed down please help9
June 28, 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 Mr. *** (Revdex.com case number ***) regarding his hotel
reservation under itinerary ***. We understand the customer is
requesting a full refund of the hotel due to COVID-19.On
June 28, 2020, Expedia issued a full refund of the hotel booking in the amount
of $955.98 back to the customer’s original form using *** COVID-19 policy.
It may take up to two billing cycles for the refund to process, depending on
Mr. 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
A few months ago, I saw through Expedia that *** airline had round trip economy tickets from Chengdu, China to San Francisco, US, between Dec 18, 2019 - Feb 26, 2020 that had a good price for $379.02 per traveler. My parents, for saving some money, they asked me help them booked 2 tickets under this price, in total $758.04.
After they came to US, because of COVID-19 impact, *** airline canceled all the flights including the one for my parents to fly back. However, before the cancellation, there is no email, message, or phone call to notify me about the flights cancellation. And it refunded both tickets for about $165 each.
I've used Expedia many years, each time the airline had any delay, cancellation coming up, I always got email notifications that left me enough time to take action. However, this time Expedia's system failed to send email notification. It made us take action too late. When I called their customer service, the agent and his manager tried the best to help reschedule. But due to tickets already being cancelled, they had no way to help.
My parents face to buy tickets themselves, and they have to spend at least $400 more plus the refunded money to buy the cheapest tickets. So they have to lose at least $400 just because the system failed to send notification.
I tried many times to contact to their customer service if they can compensate the loss, they refused after avoiding and delaying many times. Before eventually got refused, I got many times locking in waiting response in chat and phone. The longest time was more than 6 hours without response after the agent told me staying in chat.
Now there is no choice. I can only make a complaint here for seeking some help. Thanks.
June 30, 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 help with the extra cost to buy
the cheapest future tickets for $400.Our records indicate on October 7, 2019, Mr. or
an authorized user of the Expedia account, self-booked two round trip flights
on *** Airlines, departing on December 18, 2019 from Chengdu, China to San Francisco, CA, USA, returning on February 26, 2020 via ***. We can confirm on February 4, 2020, Expedia
emailed customer the following email: “We regret to inform you, that your
flights have been cancelled by the airlines due to the Global Coronavirus
Outbreak. Based on the policy of the
airline, we have received no options to place you on a new flight, therefore we
have processed a full refund on your flights. Should you wish to still travel, you will need to make a new booking at
the prices currently available. Please
note your refund can take up to 8 weeks. Thank you for your immediate attention to this matter, we apologize for
any inconvenience caused.” From May 24, 2020 through May 30, 2020, the
customer spoke with our Social Media Team on a couple of occasions and advised
that she was not notified about the cancellation.
She stated she only received an email that advised there would be a refund for
the unused flights. She advised there
was no option for her to contact us and she was not notified in time. The customer was advised the airline
cancelled flight segment and is not operating to China until April 24,
2020. The customer wanted to fly on May 17,
2020 on flight ***. After further review on June 30, 2020, Expedia reviewed the Expedia account and the *** Airlines record. Expedia verified the customer was sent an
email notification of the cancelled flights on February 4, 2020. The email advised any new flight would be at
the current available price.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. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. 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.
Mr. can contact our Customer Service Department
at 877-227-7481 for assistance with booking a
new flight at the current available prices.
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
On February 20, 2020 I purchased a travel itinerary for Davao (DVO) - Tue, Apr 7. The Itinerary also includes a useless AIG Travel Guard Protection Insurance of $90.00.
On March 3, 2020 I received an email from Expedia saying that :
" my airline has canceled or it was noted I didn't take my trip as scheduled because of current situation related to COVID-19".
This same email said :
" Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight. All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon".
I never received such a thing in my email. Also I did not cancel my Itinerary. Expedia were the ones to cancel it. I never received a confirmation email for a refund or future credit. Also I tried getting into contact with Expedia like they said few days before my flight and was never able to get in contact with them either by there chat or phone. When I would try to chat days before my flight the chat either could not find me as an immediate flyer or that I did not have an itinerary with them. Something similar happened when I called there phone number. The machine would say to me that to call them back when my flight was 7 days or less. When I started contacting Expedia by Chat or Phone when my flight was due the next day the chats and phone number machine would still either tell me they could not find my itinerary or that I should call them when my flights was due in 7 days or less.
***s is in lock down and currently not allowing International Travel. This is all over the News for confirmation. No need in doing investigations or whatever for this. ***s is still locked down to International Travel! Only filipinos or there spouses are allowed to travel to ***s at this time. The Mayor of Davao City which was my destination for April posted a letter on her Official Facebook stating the rules of the lock down and until further notice nobody can enter or leave Davao City. This information should be more than enough to give me my refund including the useless AIG Travel Guard Insurance I purchased which is $90dlls. Total of my Itinerary refund should be 1,483.43?.
This is how it show up in Expedia Website Total: $1,393.43 Travel Protection: $90.00.
Also I have evidence of my AIRBNB being canceled due to COVID-19 and refunded on that same day! AIRBNB did a great job in giving people there refunds quickly. My AIRBNB was canceled by the owner and the owner contacted me and told me to cancel because DAVAO City is currently not allowing Foreigners to enter the city.
Expedia has a broken system and does not work well as far as I can see. They don't care about there customers. All they care about is them getting paid but if they have dues they will not pay back! This are bad business rules and do not deserve good loyal customers like myself. I paid this trip using my AMEX Card too and since I have not paid my credit card my Credit Report has been posting me lower numbers than usual every month.
I expect a refund as soon as possible please. This is unjustifiable and wrong in every way.
June 30, 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 full refund of $1382.25.Our records indicate on February
21, 2020, Mr. or an authorized user of the Expedia account,
self-booked a round trip flight on ***
Airlines, departing
on April 7, 2020 from Dallas,
TX, USA to Davao, ***s, returning on May 4, 2020 with the
Flight Protection Plan via ***. We can confirm on May 14, 2020, the
customer spoke with our Social Media Team and was advised the airline flex policy allows a flight credit up until November 30th.On June 4, 2020, the customer spoke with our Social Media Team and asked for a refund. Our representative informed the customer that an email had been sent on
May 13, 2020, to *** Airlines and Expedia is waiting for an update from ***
Airlines regarding their authorization.After further review on June 30, 2020, Expedia reviewed the Expedia account and the *** Airlines record. Expedia verified on May
13, 2020 an email was sent to ***
Airlines asking for a refund for the ticket. Expedia verified another *** Airlines email address and forwarded
a second email asking them to
issue a full refund. Expedia verified the
ticket was a published fare and ***
Airlines was the merchant of record that initiated the original charge. *** Airlines has to issue the refund since
they were the merchant of record. The account
shows there is future travel credit of $1383.25 that is valid until February
19, 2021. 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. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. 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.
Mr. can contact our Customer Service Department
at 877-227-7481 for assistance or questions.
Expedia must wait for notification from ***
Airlines regarding their response on refunding the reservation.
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
Expedia website is misleading
When booking a hotel for April 2021, website shows an option to ‘book now, pay later’ when doing so, is was charged the full amount of $637.
I called customer service and the 2 agents I first spoke won’t disconnected the call and hung up on me.
I got push back when requesting a refund and was told it can take 24-48 hrs for me to receive an email.
June 29, 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 hotel reservation. Our
records indicate that on May 30, 2020, the customer, or an authorized user of
the Expedia account, self-booked a hotel reservation on Expedia’s mobile site,
under itinerary ***. The booking was with ***,
Hopkins, Belize, for April 6-9, 2021. We understand the customer is requesting to
cancel the booking for a full refund. Upon
review, the booking was cancelled on May 30, 2020, per Ms.’ request.
Per the hotel’s policy, the customer was charged $128.99 penalty. Expedia sent
an email to the hotel requesting a waiver of the penalty. On June
29, 2020, Expedia issued a refund of the withheld penalty in the amount of
$128.99 back to the customer’s original form of payment using the waiver
provided by the hotel. It may take up to two billing cycles for the refund to
process, depending on Ms.’ financial institution. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Itinerary # *** for APR 16-18 2020
I cancelled this reservation both online & thru the live agent. I also called the hotel directly and was told since I cancelled ahead of time that the hotel never billed Expedia yet and I could get a full refund. Next, I called Expedia and was promised a refund which never came. Next I contacted the Expedia live agent again and was told my refund was being processed but I would need to wait an additional 30 days. Still no refund after thirty days so I contacted Expedia again. An employee called me back and blamed the delay on the hotel. She said they would send me a voucher now since their policy had changed. Still no refund or voucher. The hotel was closed during the dates of my reservation and never billed Expedia. Wheres my refund???
This company has issued me a full refund today. I would like to withdrawal my complaint.
My family booked a hotel reservation back in February, which was for June 5 - June 10. This was a non-refundable hotel in London. Because of COVID19 our flights were canceled and we began contacting Expedia about rescheduling or canceling our reservation. We were told that no rooms were available for that hotel throughout the rest of the summer. After reading through Expedia’s website, we came across a page about COVID19 which stated — the policy has changed about non-refundable hotels and cancellation of the reservation will result in a full refund. We called many times about this reservation and we were told to contact the hotel directly about our issue. We tried contacting the hotel, however, the U.K. has closed all hotels in the meantime. Throughout this process of trying to contact Expedia agents, many of them were not giving us proper information and hanging up the phone. We asked to speak to a few supervisors, which were no help either and said there is no place for Expedia members to file a complaint.
The Problem was resolved.
On 10/16/19, I purchased tickets through Expedia.com (Expedia itinerary ***, $3071.80) for *** Airlines flights from Los Angeles to Lihue HI (on 6/13/20), and back (on 6/20/20). I received email from airline on 5/27/20 indicating flights are cancelled. As directed per the email from the airline, I contacted Expedia on 5/29/20 about the flights and requested a full refund. Refund was denied by Expedia due to *** Airlines' refund policy. Per USDOT notices to airlines on 4/3/20 and 5/12/20, I expect a full refund as the flights were cancelled by the airline. I clearly stated this to the Expedia representative on the phone, but was unsuccessful in securing the refund. I have filed a consumer complaint with the USDOT over this matter.
June 29, 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 Mr. *** (Revdex.com case number ***) regarding his 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 20, 2020, Expedia issued a full refund of the flight back to
the customer’s original form of payment. Please be advised that ***
Airlines 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 Mr. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and accept the response from the business. I wish to thank them for their response to the matter.
Sincerely
I booked a package travel deal with Expedia that was cancelled related to travel restrictions. The date I called in to cancel was March 1st. I was informed by phone that I would be receiving a full refund. I have not received a refund as promised. I have sent 4 emails inquiring about the refund and continue to be told it is being researched with no resolution. The delayed refund is causing an economic hardship for my family.
July 9,
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 *** for six nights
with check in on March 15, 2020, with *** Airlines flights, vacation waiver
coverage.We
apologize for the delay in processing the refunds. The hotel was canceled on January
6, 2020 and was eligible for a refund under the vacation waiver coverage. We
processed the refund on July 9, 2020.The
flights were canceled in April after an airline initiated schedule change and
were eligible for a refund. The records show one ticket was refunded and the
other was not. We have requested the refund of the other ticket, and the amount
should post on the credit card statement from the airline.The
vacation waiver coverage is nonrefundable. As a gesture of goodwill we have
refunded the vacation waiver coverage on July 9, 2020.The
refund time frame varies based on the processing times of the airline and the
credit card.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 purchased a vacation package to Punta Cana through Expedia for April 8-15, 2020. The resort closed and the trip was cancelled. I received a text message from Expedia saying would receive a full refund for the hotel and voucher for the flight, an acceptable offer. I cancelled the trip using the link provided in the text message and waited patiently for my refund. Upon checking on the status, I was told a refund was no longer an option. Families we were traveling with booked through Expedia under the same exact circumstances and received a refund for their hotel, yet we did not. Expedia has rescinded our original refund offer in place of a coupon valid for one year. We will not travel out of the country within a year due to covid19. Additionally, we purchased a vacation waiver through Expedia in which we were to receive a refund should the resort close during the duration of our trip, which it did. Expedia will not budge and has ignored any reference to our waiver purchase. We desperately need this money to be refunded, not a worthless coupon. I have spent hours on the phone with Expedia and exchanged a multitude of emails pleading my case to no avail. The purchase of the waiver seems to be our strongest argument in receiving a refund. I have sent a letter and copies of my exchanges to Expedia's headquarters hoping to get somewhere with this matter. Please help.
June 30,
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 for seven nights at The *** at ***
Beach - All Inclusive, with check in on April 8, 2020, including flights,
shuttle and vacation coverage. The hotel
was refundable until a certain date. The hotel refund was approved under the
pandemic force majeure policy and per the customers request. As such, the coupon was deactivated and the amount of 2300.45 was refunded on June 30,
2020. The refund time frame varies based on the processing time of the credit
card company.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
Re: Itinerary *** - $469.16 - *** Orlando *** -4/2-4/6
This has been escalated to a supervisor three times with no movement or response from Expedia.com.
I have a trip that I cancelled due to COVID-19. This trip (Scheduled for April 2nd-6th) was cancelled on March 19th, and at this point they had a form on their website to receive the refund. I filled this out, and no communication was given back to me. When I tried to contact Expedia via CS online chat, email, and on the phone, the messages said they would not let you talk to a representative until your trip was 3 days away due to COVID-19. So I waiting until March 31st. Then when I tried on March 31st, this changed to they wouldn't let you talk to a representative until 72 hours before a reservation. I also tried CS chat, and email, with no responses. I also called the hotel under the reservation, as I was staying for a wedding that was cancelled and they refunded all the rooms. They said they had released the room but it was up to Expedia to refund me.
I spoke to Danial via chat on March 31st when I was unable to call due to the 72 hour change. He said Expedia would get me the refund, and I would receive the email in a few days. (I have received 0 emails from any of my transactions with customer support regarding this matter - regardless of email, chat or call).
Next, when I received no emails, I again tried to use the chat feature, and called on April 11th. No matter what I did, I was told that I could not be helped due to Corona virus. Every time I reached out, I was directed to an FAQ website that only said I would receive a refund in 30 days.
I called on May 25th, after again receiving no email and having been told that I would get a refund in 30 days. This is when Expedia said they would BEGIN the refund process for me, even though I had been in contact with you since March 19th in emails, texts and phone calls. I was told I would receive my refund in 30 days.
After receiving no email confirmations or information again, I called to check in on the status of the refund on April 11th. I was told this was sent to the offline team. I would receive a refund or a voucher 30 days from April 25th (my previous phone call) and still have not received a refund or a voucher. At this point is when they began speaking about vouchers, instead of a refund.
I called again today, May 29th. After asking to speak to a manager, and then being disconnected from the line, I called AGAIN. I was then connected to the manager told me that I could expect to receive a voucher only, and that it would be 30 days from today.
I need my money back. I need to stop jumping through hoops and I need confirmation of these communications and when I will receive it. I followed every direction of Expedia as they changed policies due to COVID-19, but have been denied any support or refunds. At this point, I am desperate for the money for financial reasons.
June 30,
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 had four nights with the *** Orlando/***, ***
***, for check in on April 2, 2020. A refund was provided on June 30, 2020
in the amount of $469.19. The refund time frame varies based on the processing time
of the credit card company.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
Non-refundable lodging reservation was made though Expedia for The *** in London for May 18-May 21, 2020. Hotel has been closed during this time due to Covid-19. Hotel cancelled my reservation. Cancellation fees were waived by the Hotel for this reason and Hotel notified Expedia that all fees (cancellation) had been waived and that Expedia should make a full refund to me of $628.19. After several contacts with Expedia have been unsuccessful, they tell me that they are "investigating" my claim for a refund. I have the email from the Hotel Manager stating the waiving of all fees and the confirmation that Expedia should refund all of my money. They are just stalling. Customer NO-service at its finest!!
June 28, 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 Mr. *** (Revdex.com case number ***) regarding his hotel
reservation. We understand the customer is requesting a full refund of the
booking due to COVID-19. Our records indicate that on March 2,
2020, the customer, or an authorized user of the Expedia account, self-booked a
nonrefundable Pay Now hotel reservation on Expedia’s website, under itinerary ***.
The booking was with The ***, London, England, UK, for May 18-21,
2020. Upon review, on May 25, 2020, the
customer contacted Expedia and requested a refund of the booking. Due to the
nonrefundable policy of the booking, Expedia is required to obtain a waiver
from the hotel in order to process a refund. We called the hotel and sent email
waiver requests multiple times, until we finally were able to reach the hotel
on June 18, 2020. On June 23, 2020, we issued a full refund
of the hotel booking in the amount of $628.19 back to the customer’s original
form of payment. It may take up to two billing cycles for the refund to
process, depending on Mr.’s financial institution. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
I purchased a return airfare through Expedia ( Itinerary No. ***) for my elderly parents to travel for a stay with me. The airfare was with *** Airways for the following route Moscow - Houston - Moscow. My parents arrived to Houston on 2/29/2020 and were scheduled to depart back to Moscow on 5/30/2020. *** Airways cancelled the return flight due to COVID 19 travel restrictions but offered an opportunity to reschedule my parents for the same flight during the first week of July with no change fee and no extra airfare. I called Expedia immediately to advise them that I do not want a refund for the cancelled flight but need to reschedule as soon as Russia lifts international travel restrictions. I spoke with Expedia manager Mary who took notes of my preference to reschedule the flight. Before I was able to complete rescheduling my return flight with *** Airways, Expedia cancelled my return reservation without my consent or knowledge. I immediately contacted Expedia to resolve the issue. The case was assigned number *** After being on hold for over 12 hours over the course of three days, I was able to speak with the corporate office representative on May 21 at 11:50 PM. He, as all other Expedia reps I have previously spoke with, admitted that Expedia cancelled my reservation in error and it should not have happened. Expedia offered me to purchase airfare for my parents to return home during the first week of July to a flight comparable to the one Expedia cancelled in error. The corporate office rep explained that my case is being forwarded to the department that issues tickets and I should receive a call within 24 hours. It has been more than a week since I spoke with the corporate office and no one from Expedia has contacted me regarding this matter. I attempted to contact Expedia today and after being on hold 2 hours my call was simply dropped. I am a working mom of three and cannot spend 2-3 hours a day on hold to resolve the issue resulting from Expedia ERROR.
During these difficult times, Expedia is acting in bad faith and provides unacceptable customer service. In my opinion, no company with this kind of customer service or business ethics should be allowed to do business in US.
June 28, 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 under itinerary ***. Our records indicate that on February 6,
2020, the customer, or an authorized user of the Expedia account, self-booked a
flight for two passengers on Expedia’s website, under itinerary ***.
The flight was with *** Airways from Moscow, Russia, to Houston, TX, USA,
departing on February 29, 2020, and returning on May 30, 2020. Upon review, passengers were able to take
the outbound flight from Moscow, Russia, to Houston, TX, USA, that departed on
February 29, 2020. Upon further review, on April 20, 2020, the
first leg (Houston, TX, USA - London, England, UK) from the returning flight was
cancelled due to an airline-initiated schedule change. On May 13, 2020, the
second leg of the returning flight (London, England, UK - Moscow, Russia) was
cancelled due to an airline-initiated schedule change. As there were no
alternative options at the time, Expedia issued a full refund of the returning
flight in the amount of $344.00 per passenger back to the customer’s original
form of payment. We understand that alternative flight options became available
later, however the customer’s couldn’t use them as the flight was in refunded
status. On June 28, 2020, we contacted Ms.
directly to discuss available options in order to resolve the issue. She advised
she purchased new flights to Russia and would like Expedia to reimburse her for
the cost of tickets. Per our verbal agreement, the customer will provide us
with receipts for the new flights for our review. We’ll reach out to the
customer directly with a resolution. 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