In September of 2019 we booked a package vacation to Italy for July 2020. Not knowing what was going on with international travel we called to find out how cancellation would work if travel restrictions were still in place. After hearing about vouchers for the next 24 months we were told to call back in 2 weeks. On 5/29/2020 we called Expedia again because we received an email 5/27/20 stating that one of our flights was canceled. Expedia told us they already issued us a flight voucher but the hotel is nonrefundable and they will give us a voucher until 4/2021. We are only capable of travel during the summer. They are refusing to refund my package vacation regardless of us purchasing travel protection insurance and a flight being canceled. After almost two hours on the phone, most of it on hold, we were finally put in contact with a supervisor. He told us that we received an email regarding our travel voucher 5/16/2020. We never received an email. I asked him to resend it so I can verify the date it was originally sent but the new email did not include a date when originally sent. The new email we received states that to qualify for change fee waiver our tickets must be canceled or changed before 5/31 and to proceed we need to call back. After some additional conversation, my call was disconnected.
Customer Response
• Jun 12, 2020
We have received our refund from Expedia for our flight and hotel reservations. At this point the complaint is now resolved.
Due to COVID-19, my train trip was cancelled. Am having a difficult time getting someone from Expedia to fully refund my hotel stay. Have contacted them several times the past couple of days. *** told me that they approved this refund. Only get the runaround with Expedia.
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 hotel reservation
under itinerary ***. We understand the customer is requesting to
cancel the booking for a full refund due to COVID-19.On
June 28, 2020, Expedia spoke with Ms. and explained that we’re having a
technical issue with her itinerary, however we’re working with the hotel directly
in order to resolve it. Per our verbal agreement, we’ll be updating the
customer on the progress of her cancellation request until it’s completely
resolved. 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 06, 2020
Thanks for your quick response. Per our conversation this morning, I do not want Case ID #*** closed. Expedia did call me on June 28, 2020, promising my complaint would be taken care of and that I would hear back from them in a couple of days. They have not contacted me since June 28.
This morning I decided to give them one more chance before submitting this email to you. I thought that I could get better customer service with their online chat. Originally Coleen Ysabel was in the chat session with me. It was the usual runaround. She claimed that she couldn’t open my reservation and was in the corporate queue requesting their assistance. Somehow, the chat session ended, and another customer service rep (Bill) asked how he could help me. In explaining the situation again (you would think all of these conversations would be kept on record), I received no response from him. I waited about 5 minutes, but nothing so I ended the chat session. I decided to call one last time, but should have known better. After being on hold waiting for a customer service representative for over 10 minutes, Will asked if he could assist me. After explaining my situation yet another time, he put me on hold to see what was going on. Mysteriously his computer froze on him. He requested me to call back in an hour, but I refused. I am very frustrated with the length of time you have to wait, and they never solve my complaint anyway. I told him that I was contacting the Revdex.com again to reopen my case and have the Revdex.com handle this for me.
Whatever you can do to help me get my refund would be greatly appreciated. I don’t understand why they can’t just delete this reservation from their system and issue the refund to me. All they need to do is put a notation in my account stating the hotel reimbursed them, and I was issued the refund. It shouldn’t be this complicated.
Thank you again. If you require any additional information, please do not hesitate to contact me.
Best regards
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #:
***Dear Revdex.com,Thank you for
forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***). On July 11, 2020, with
the customer’s permission, Expedia issued a refund of $144.08 to her MasterCard
using a system workaround. It may take up to two billing cycles for the refund
to process, depending on Ms.’s financial institution. In addition to the
refund, Expedia also issued a $100.00 Expedia coupon valid until July 31, 2021,
which can be used to book a Pay Now hotel reservation on Expedia’s website. The
coupon can be accessible via the customer’s account by clicking “Coupons”. We thank you for
allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• Jul 13, 2020
Thanks for your response. I realize that Expedia was unable to access my itinerary *** because it was somehow frozen in your system. I also knew that you were going to contact *** by *** to have them cancel this reservation on their end. I am puzzled as to why it took so long for you to receive a response from *** because I had known over a month ago that the general manager approved my refund.
On June 28 you had promised to contact me in a couple of days to keep me updated on the status of my refund, which was not done. On July 6, I was contacted by the Revdex.com notifying me that my case was closed because they didn’t hear from me. Meanwhile it was over a week since you had contacted me, and I didn’t want this case closed. Before reopening my case I tried giving Expedia one more chance, as I’m sure you read in my email to ***, but again it was a failed attempt.
Please use a different itinerary so I can receive my refund. Also, use my MasterCard account ending with *** for this credit.
I appreciate your apology. This means a lot to me. Also, thank you for issuing this refund to me.
I have tried to cancel my hotel reservation due to COVID and I have been on the phone with different departments for over 15 hours trying to get it cancelled. No one can find me the answer I need even though the hotel has confirmed that they issued a refund.
Expedia.com Response
• Jun 08, 2020
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer confirmed that they still have not
received the refund for their booking at ***, ***
Collection that was made on February 4th of 2020. The customer is requesting assistance with a refund for this booking due to not
being able to contact anyone from our company, as
well as not being able to travel. According to our records, we see that the guests were unable to travel for this
booking due to COVID-19 conditions. According to the Global Flex Policy in
place, this booking is due a full refund, as it was not able to
be utilized. As such, we issued a refund in the amount of 348.41 USD.
Due to the unprecedented volume of travel disruptions, refunds may take up to
30 days to process.We apologize for any inconvenience this may have caused. Thank you for bringing this matter to our attention and allowing us a chance
for resolution. Thank you,Kyle B.Customer Relations Specialist
Customer Response
• Jun 08, 2020
Complaint: ***
I am rejecting this response because:
Thank you for the very quick help - this is amazing! My original payment form from February has expired, so I will need help with Expedia getting refunded via check.
Sincerely
Expedia.com Response
• Jun 11, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:The customer confirmed that the credit card used at the time of booking has expired. The customer is requesting a check be issued for the refund due to these circumstances. According to our records, the bank is processing this request and has received the refund that was issued from Expedia. As we no longer hold any funds for this booking, the customer will need to contact their financial institution to recover the funds that have already been refunded by Expedia. Please note, there is no further action that can be taken in regard to this matter by Expedia. In order to take any further action, we would need a certified letter from the customer's financial institution stating that they denied the funds that were sent by Expedia and that the customer has not been issued the credit. We apologize for any inconvenience this may have caused.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B.Customer Relations Specialist
Customer Response
• Jun 16, 2020
Hi, I have an active complaint filed that I said is still unresolved, but the credit appeared in my account today! I would like to amend my response and explain that it has been resolved. Thank you so much for your help!
We purchased a bundled package including hotel, airfare and car rental. We also purchased the vacation waiver. We were going to travel 3/15/2020. However, the President declared a national emergency and our destination was closing due to the coronavirus pandemic. We tried contacting Expedia prior to, starting 3/14/20 and for many days after. We called many times and calls were getting disconnected or not able to go through. We sent emails with no response. Facebook message with no response. Expedia chat was not working. Finally got through to Expedia to get refund over a month later. They did give a refund for our hotel, but they were not able to give a refund for airfare and car rental because we didn't "call prior to our trip". I explained we tried and had documentation of the attempt. The vacation waiver covers refund.
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a car rental. Our
records reflect a one-way fare with *** airlines departing Minneapolis, MN to Denver, CO on March 15, 2020
for two adults and two children. And a five day car rental with
*** Rent A Car picking up on March 15, 2020 in Denver, CO. We understand Ms. is
requesting a refund.***
is a Low-Cost-Carrier in which Expedia cannot modify or process a refund for.
We kindly ask Ms. to contact the airline directly to request for a refund.
Please be advised, refunds are subject to approval and is not guaranteed.We
have advocated a refund request with *** Rent A Car and was advised they
have not charged a penalty. A refund has been processed in the amount Of $331.40.
Refund may take up to 30 business days due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 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.
Scheduled to fly to Ireland March 15th, the US government placed travel ban restrictions on the UK and Ireland. We had attempted to cancel our trip directly with Expedia for 5 days starting March 10th. The internet chat support crashed repeatedly and phone calls were disconnected after long wait times. No emails were returned answered. Now, we're trying to get a refund for the 'act of God' circumstances and being denied. Even with trip insurance, Expedia is not refunding our money. BUYER BEWARE! Do not use this company for travel.
My family made reservation in *** (***) via Expedia on 5/22/20. It was supposed to be a family gateway, but it became a nightmare.
Our 5 year old child rolled over the syringe fulled of heroine when she was laying down in bed. The police was called to make a report and confirmed illegal activities that were going on there.
Expedia customer service was contacted immediately but they refused to do anything , they closed our complaint without any explanation, they did not post our review.
As for today 5.28.20 Expedia keeps providing booking at very unsafe ***.
Expedia.com Response
• Jul 10, 2020
Complaint Reference Number: ***Dear Revdex.com,Thank you for allowing us the opportunity to address the concerns of our customer regarding case ***. Findings:We can confirm that our customer created this reservation on May 22 for a one night stay with a same day check in. We were contacted the day after the customer checked out regarding the incident described in the customer's complaint. Please rest assured that we do take our customer's comfort and safety seriously.We can also confirm that our guest was fully refunded for this reservation by the property.Resolution:We do rely upon our hotel partners to provide a positive experience for our customers and are sorry to hear that this was a negative experience for our guest. We have forwarded our customer's experience to the property to our internal channels for review and follow up with the hotel.Sincere Regards,The Expedia TeamTell us why here...
Customer Response
• Jul 10, 2020
Complaint: ***
I am rejecting this response because despite notifying Expedia about illegal activities in the motel , Expedia keeps be their partner and continue to accepts bookings and reservation to a place that is considering to be a health hazard. The resolution will be one - to stop doing business with them
I booked a vacation package with Expedia for five for a June 8-16, 2020 trip to Rome, Italy in August 2019. I purchased a Vacation Waiver (insurance) and was told back then that I could receive a FULL refund as late as 2 days prior departure for any reason. In Feb, 2020 I spoke with an Expedia Supervisor who told me I could again cancel and get a full refund less my vacation waiver. I decided to cancel in early March but by then could not reach any live agent. In fact, Expedia would not talk to anyone not 72 hours from departure. I was able to talk to an agent on May 18th. I was told that I could get a airline refund but not the $4200 for my hotel. I could obtain a hotel voucher good thru June 2021. I have called more than 4 times and each time I'm told it's because the hotel would not refund my money. However, when I reached Expedia corporate, I was told that it was because of the insurance I purchased which changed in March due to Covid-19.
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect two rooms for a nine night stay at
the *** Hotel *** in Rome, Italy
for two adults and two children checking in June 9, 2020. We understand Mr. is requesting a refund.On
July 7, Mr. or an authorized user of the account called to inquire on
refunds for the hotel reservation. A corporate representative processed refunds
for both rooms in the amount of $2102.11 for each room to the original form of
payment used.No
further action taken as Mr. request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a package vacation to Mexico with Expedia on January 25, 2020. As part of that package, I booked "package protection plan" travel insurance for $354. Later on, I received an email from Expedia telling me that my hotel had been cancelled. Thus, Expedia, not I, had essentially cancelled my package. Consequently, I went online and cancelled my travel insurance as I would not need insurance for a trip Expedia had cancelled. However, I was told that they would not refund me the cost of the insurance; essentially I would have to pay for insurance on a trip they had cancelled and I would not be able to take. I tried to call the insurance company directly, but they told me they had not received payment from Expedia and thus could not offer me a refund and to call Expedia back and ask to speak to a manager. Thus, Expedia could refund my money, but they will not on the grounds I didn't cancel the trip within the specified window. I understand this policy if I chose to cancel the insurance randomly or I cancelled the trip, but Expedia cancelled the trip and did not provide the services I paid for. I spoke to a customer service representative on 3 occasions and a supervisor / manager on another occasion and was told essentially "sorry about your luck, that's our policy."
Expedia.com Response
• Jul 09, 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 .The
customer purchased a package with the *** Cancun for six nights with check
in on June 13, 2020, with combined one way flights, shared shuttle and vacation
coverage.The hotel
and flights were refundable at the time cancelation was completed. Both of the
flights were nonrefundable with no changes allowed. However, we were able to
obtain a refund of both flights. The vacation waiver coverage is nonrefundable
and a refund was not available for that item. We are unable to provide
compensation for travel expenses.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
My nonprofit organization purchased three air travel tickets through Expedia to send two volunteers to a professional training event. The training event was canceled due to COVID-19. I followed Expedia's directions for cancelling all flights. Apparently for one of the flights Expedia failed to communicate the cancellation to the airline and it looked like the traveler simply failed to show up for the flight. The airline refused to give a refund and said this needed to be addressed with Expedia. I have tried to contact Expedia via both their online chat and by phone and they are not actually responding to either, giving me no way to contact them to seek a refund. For the other two tickets I was informed I would be given a non-transferable travel credit, which is useless since the training event has been canceled and these travelers do not need to travel any longer.
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 *** for ***.The
customer purchased a one way flight from Redmond, OR to Washington, DC for
April 30, 2020, with *** Airlines, via itinerary number ***. This
flight was not canceled prior to travel and the ticket status went to “no show”.
As such, the ticket has no value for refund or exchange.Another
one way flight was purchased for travel from Boston, MA to Redmond, OR on May
5, 2020 with *** Airlines on itinerary ***. The flight had a
schedule change of three and a half hours. Currently *** Airlines is not
issuing refunds for time changes of less than six hours.A roundtrip
flight was purchased with *** Airlines for travel from Eugene, OR to
Washington, DC on April 30, 2020, and returning on May 3, 2020, via itinerary ***.
This flight had a time change of less than one hour.Both of
the *** Airlines tickets may be exchanged for new fares with *** Airlines
without a change fee. A refund is not available. The tickets have to be
exchanged within the validity period and any difference in fare will be due.
Name corrections are not allowed. The new flights with *** Airlines must
depart from, or travel within the same country of origin.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 10, 2020
Complaint: ***
I am rejecting this response because:
The one-time events for which passengers were travelling as volunteers for a nonprofit organization were cancelled, therefore cancelling the need for future travel for these passengers, therefore rendering credit toward future travel worthless. The one trip recorded as a "no show" was actually canceled weeks in advance through Expedia. Expedia apparently failed to communicate that cancellation to the airline. I followed all instructions I was given by Expedia for cancelling all flights. All flights had schedule changes that made those flights no longer effective for getting our passengers where they needed to go by the time they needed to get there. I rejected those schedule changes when they were proposed. I should not be forced to pay for travel on an itinerary I did not select. I still demand a full refund for all three tickets.
Sincerely
Customer Response
• Jul 17, 2020
Complaint: ***
I am rejecting this response because:
The ticket in question was canceled prior to the travel date following Expedia's instructions and using their system. It was a fault in Expedia's system that resulted in no cancellation being recorded. Therefore no "change fee" should be withheld to process a refund on a valid cancellation. Also, the credit card used to purchase the ticket is no longer valid--the number had to be changed due to fraud--likely making it impossible to issue a refund to that card. A refund check can be issued to:
***
***
***
Or Expedia can call me at *** for new credit card information.
Sincerely
Expedia.com Response
• Jul 22, 2020
July 21,
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 *** for ***.As previously
advised, the cancelation was not located. If the cancelation had been completed
a refund would not have been provided. The customer would have had a credit.As a
courtesy the flight was refunded minus the $125.00 change fee. As the flight
could have been used for the full value of the ticket towards the purchase of a
new ticket, if it had been canceled, Expedia will reimburse the customer
$125.00 for a flight purchased via the Expedia website booked as follows:Flights with *** Airlines departing from, or
traveling within the *** StatesTravel for *** Ticket purchase completed by April 30, 2021*** Reply to Revdex.com and provide the Expedia.com itinerary
number of the new flight purchase You may also call to request the refund and provide
case number *** 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 booked a trip through Expedia to visit my wife, who is a travel nurse on 3/8/2020. My wife then canceled my flight because of the COVID. I am a TRANSPLANT patient and it was not safe for me to fly nor will I be able to use "Airline Credit". I have requested a refund through expedia and because *** Airlines gave me a "future travel credit" expedia is not wanting to refund my monies paid for the flight. I have voiced to Expedia, that I could not take the "credit for future travel" as it was advised for me not to fly at all. I am a double transplant patient and have NO IMMUNE SYSTEM at all. My wife even purchased the insurance for the flight and they are not wanting to refund the monies either. The "future flight credit" is non transferrable and is of absolutely NO USE to me. I have even sent my FULL MEDICAL RECORD from my physician and they are still denying my refund.
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 *** for ***.The
customer purchased a flight with *** Airlines for travel from Savannah, GA
to Washington, DC on March 27, 2020 with a return on March 30, 2020.We regret
to hear that the customer wasn’t able to receive the response to their refund
inquiry that they hoped for. The terms and conditions on the ticket stated that
the ticket was nonrefundable with no changes allowed. The terms did not provide
a clause where the ticket could be refunded for extenuating circumstances. While we
understand that the customer is choosing not to take the airlines goodwill
offer of exchanging the value of the ticket towards a new flight, we are unable
to override the terms and conditions to provide a refund.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had purchased a flight for my daughter and her Uncle to fly to Poland to see me. I am a DoD Civilian. I tried for two days to cancel the flight because of the flight restrictions. I have all the proof that I tried to cancel through Expedia as well as the airline, but there was no way of getting to customer service with Expedia because they said they were to busy or they had a glitch in the system. I have the proof of me trying for two days to cancel my flight. My family had to reluctantly miss there flight because they would have been stuck in Poland with no way of returning.
Expedia first stated I needed to cancel, which I tried. Then they said I should have cancelled through the airlines. I tried, but the airlines stated it was Expedia who needed to cancel. Expedia is refusing refund and blames me for not cancelling. I TRIED. I have all the email traffic on all of this for proof. They still refused.
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Chicago, IL to Warsaw,
Poland on March 12, 2020, and return March 21, 2020 for two adults. We understand Mr.
*** is requesting a refund.***
has allowed the tickets to remain open for future travel credit. Expedia has
contacted the airline and was advised each passenger may re-book new travel by
January 2, 2021. Change fees will be waived by ***, while fare difference may
apply. The customer must re-book new travel from the originating country of
origin as the original ticket. When the customer is ready to re-book new
travel, he must call Expedia to re-issue new tickets. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Mr. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I am outrage at the situation at hand. I originally booked a flight/hotel round trip ticket from Chicago to Las Vegas. When I originally booked the tickets, it was online. I used my computer. As I was booking the tickets, it said pick reservations based on free cancellations. So, I did that. When I booked online, my computer like most has a thing called AutoFill. That has all my information stored. What I didn't realize, is that my auto fill still had my ex information on their. Once I got my receipt and viewed the itinerary, I was shocked to see the mistake. It was suppose to have my sons name on their "***". I called Expedia to fix this situation. They hung up on me 5 times, they refused to change the name (it did not state this policy until after I purchased the tickets, and they were rude! One lady even offered to talk to *** to see if anything else could be done. I explained them that this was a vacation for my son who has beaten cancer three times. All my son wanted to do was walk the las vegas strip. I was even willing to pay a fee to change the name. Now Expedia is telling me I cant get my money back at all. I am outraged. I am a single mother who is not working due to COVID-19. I am upset and visibly shaken. I just want my money back. I don't even want the trip. I just wanted them to change the second name " ***" to ***. It was a simple mistake I made.
Expedia.com Response
• Jul 09, 2020
July 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from Assetou
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with Delta
airlines departing Chicago, IL to
Las Vegas, NV on December 8, 2020, and returning December 11, 2020. We understand Ms. is requesting a refund or a
name correction.Upon
further research, we reviewed the session during the customers purchase on May
14. ***’s name was entered manually as
it was not auto populated. The customer continued to proceed to check out and
agreed to the information entered upon confirmation.The
policy according to *** airlines does not allow for name transfers on a
ticket unfortunately. If the ticket is cancelled, refunds are not possible as
*** has not changed or has encountered flight interruptions. The customer may
cancel for future travel credit with the name the ticket was purchased under. Due
to the information provided, we are unable to process a refund or name transfer. We kindly ask Ms. to contact our service desk if she decides to cancel the ticket. We apologize for any inconvenience this may cause. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased three flights from Expedia and all three were cancelled. Expedia is insisting on vouchers, not refunds. I have contacted them several times insisting on credit refunds and they refuse.
Expedia.com Response
• Jun 29, 2020
June 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a refund a refund for the three reservations.Our records indicate on March 11, 2020, Mr. or an authorized user of the Expedia account, self-booked a one way
flight on ***, departing on
April 27, 2020 from Glasgow, Scotland, UK to Halifax,
NS, Canada, via ***. We can confirm on March 19, 2020, the
customer cancelled the flight reservation via web form. Expedia emailed the
Expedia account a cancellation itinerary. The cancellation itinerary advised the cost of the reservation and does
not mention an airline credit was applicable to the cancellation per ***.On May 20, 2020, the
customer was sent an email which advised *** is not allowing refunds for
any nonrefundable flight for any reason.After further review on June 26, 2020, Expedia contacted *** and they confirmed the traveler
initiated a chargeback and it is not possible to refund.Our records indicate on March 11, 2020, Mr. or an authorized user of the Expedia account, self-booked a one way
flight on *** Airlines, departing on May
4, 2020 from Halifax, NS, Canada to Montreal,
QC, Canada, via ***. We can confirm on May 19. 2020, the
customer cancelled the flight reservation via web form. Expedia emailed the Expedia account a
cancellation itinerary. The itinerary
advised an airline credit of $126.42 that was applicable for *** Airline
reservation.After further review on June 26, 2020, Expedia contacted *** Airlines and they confirmed the flight credit is
valid until March 11, 2021.Our records indicate on March 21, 2020, Mr. or an authorized user of the Expedia account, self-booked a one way
flight on *** Airline Group, departing on March 30, 2020 from Glasgow,
Scotland, UK to Sao Paulo, Brazil, via ***. We can confirm on March 22, 2020, ***
Airline Group unconfirmed the flight reservation. On March 24, 2020, the customer cancelled the
flight reservation via web form. Expedia emailed the Expedia account a
cancellation itinerary. Expedia emailed the Expedia account a
cancellation itinerary. The email
advised an airline credit of $418.10 that was applicable for *** Airline
Group reservation.On June 26, 2020, Expedia contacted
*** and they advised the flight is fully refundable and directed Expedia to
their site to complete the agency refund form. Expedia called the customer and
left a message asking for a return call as we need the passport number in order
to enter the refund information on *** site.After further review on June 29, 2020, Expedia telephoned the customer and left a detailed message advising ***
authorized a full refund but required Expedia to submit the information on
their site. The information cannot be
submitted until we receive his passport number. The website will not accept the information without the passport number.
Left a telephone number for him to call us back and leave a message or the
passport number.
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. ***,
*** Airline and *** Airline Group were 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.
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
You would think that they have their customers in mind during this worldwide pandemic. Nope! I had a coupon from my canceled April trip (due to covid). I used it to book a room but then later had to change the dates. I press the cancel button and choose the option 'I have to change the date' because I had to work around with the dates and type of rooms because I had to match the credit amount.
After playing around with the options, I try to re-book, but I couldn't because my coupon was gone. I call and wait half an hour to finally speak to someone. They tell me once you hit the cancel button, you forfeit your coupon. I ask nicely to give me back the coupon. "There's no way we can reinstate it in our system". I ask nicely to then give me expedia credit. "The system doesn't allow me to give you credit"
I beg them, tell them I can't afford to lose $545. They don't care.
Make sure never to cancel a coupon because you can only use it once people!
NEVER USE EXPEDIA!!! Even worth"trip insurance" (an extra fee) Will not refund my money after 2 months od promises, being on hold, hours on the phone, and ridiculous accents. Hotel shut down (they never charged me) Expedia kept the money. How they have an A+on Revdex.com I'll never understand. Beware
I booked a trip to Aruba back in February. The trip was from June 14-20. Back when I booked the trip I purchased the Expedia Travel Waiver just in case of an emergency. Our flight recently got canceled due to Covid-19 and we were forced to cancel our trip out of our control. I contacted Expedia about refunding the $60.00 that I paid for the insurance since our trip was canceled due to something out of our control and they refused. I understand that I would have lost the money I spent on insurance had I canceled our trip due to my own doing, but with everything going on with Covid-19, I can’t control. I believe it is unfair that Expedia is making money off of all these people that purchased insurance not knowing that Covid 19 was going to cancel their trips. I am very dissatisfied that they were not willing to work with me and their answer to my frustration was that I only had 15 days after the booking to cancel the insurance. I had no idea that my trip was going to be canceled due to a pandemic and this is the way their treating their customers by taking their money and not refunding them.
Expedia.com Response
• Jun 26, 2020
June 26, 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 a consumer complaint from Ms. *** (Revdex.com case number ***) regarding the travel protection waiver. Our records show that on February 11, 2020, Ms. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Boston, MA to Oranjestad, Aruba departing on June 14, 2020 and returning on June 20, 2020. The package includes a hotel, shuttle service and a package plan with stay at *** for a check in on June 14, 2020 and a check out on June 20, 2020, for a total of $2,466.93. We understand Ms. is requesting that Expedia compensate her by refunding the protection plan based on the trip’s complete cancellation.On May 27, 2020, Ms. used Expedia’s website services to cancel her hotel/shuttle service and a full refund of $1420.45, was processed. The following hotel and shuttle service policies were applied upon cancellation,Cancellations or changes: Made after 11:30 AM local hotel time, Sunday, June 7, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Cancellations and changes: You can cancel free of charge until 24 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made. Vouchers are non-transferable.On June 4, 2020, Ms. used Expedia’s website tool to cancel the airfare portion of her package, based on an airline schedule change. Therefore, a refund of $924.48, was processed back to the customers original form of payment. It may take up to 30 days for Ms. to receive each refund depending upon her financial institution. The following Protection Plan rules were provided to Ms. on February 11, 2020:Can I cancel my Vacation Waiver after I purchase it?You can cancel your Vacation Waiver for a full refund for the following reasons:(A) 15 days from the purchase date; or (B) the start of your scheduled Trip.(https://www.expedia.com/vacation-waiver-terms)Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states: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.On June 26, 2020, the protection plan cannot be cancelled to initiate a refund that option is no longer available because of the reservations status. However, Expedia issued a hotel voucher for $100, we added the voucher to Ms.’s Expedia account. Based on the customer’s experience. The hotel voucher is valid until, July 31, 2021, kindly review the vouchers terms and conditions accessible through Ms.’s account prior to applying the discount. While we understand Ms.’s situation, due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie ***Corporate Correspondence Team
Customer Response
• Jun 26, 2020
Complaint: ***
I am rejecting this response because:
I did not cancel my flight on the Expedia tool. I received an automated email on 05/27/20 from Expedia stating that my flight was canceled due to COVID-19. After reading that email obviously I was going to cancel my transportation and hotel because there were no flights going out to Aruba. I have a screen shot of the email so I still do not think it’s fair that Expedia is keeping my insurance waiver payment because this trip was cancelled out of my control. I appreciate the $100 voucher for a hotel, but again this does not make up for them keeping my insurance money and all other customers whom did not receive their full refund. It also doesn’t help because I no longer want to use Expedia after this experience, they have lost my business. Thank you for taking the time to review my response.
On 05/21/20 I cancelled a hotel reservation in Berlin, Germany scheduled for May 27th because of the COVID-19 virus travel restrictions posed by USA and German governments.Expedia offered me a coupon for the same hotel to be used within 12 months which I did not elect to receive. I spoke with Expedia rep named Vince on 05/21/20 explaining that this option is not acceptable since cancelled trip was part of the conference which will not be re-scheduled in Germany, therefore I cannot use that type of coupon for this same hotel. I requested either a full refund or a General Expedia travel coupon good for any travel valid for 2 years. In spite of my requests, Expedia still issued me a coupon for the same hotel In Berlin which is useless to me and which I did not elect to receive.
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 two rooms with the ***,
for three nights, with check in on May 27, 2020. The terms and conditions were provided
at the time of purchase and stated that the rooms were nonrefundable and
changes are not allowed.Due to the
worldwide pandemic the customer was able to rebook. A refund was not available.
The coupon for the same property allowed the customer to cancel prior to check
in and rebook at a later date, rather than selecting new dates right away.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
• Jun 30, 2020
Complaint: ***
I am rejecting Expedia's response because as I have explained before, that option is not acceptable since the cancelled trip to Berlin was part of the conference which my job will not be rescheduling again in Germany, therefore I am not able to use a coupon for this same hotel in Berlin. I am not able to travel to Germany within a year. I will not be satisfied until I receive a full refund or Expedia credit for any future reservations valid for 2 years.
On April 13, I purchased four (4) tickets from Expedia.com for $313.66 each to travel to the US Virgin Islands in June. I had a recent death in the family and had to call them to make changes to our reservations May 19. To my dismay, the reservation was cancelled. According to them, it was cancelled April 15, a little over a month from the date I called them. However, I never received any type of notification from them or *** Airlines of the cancellation. They did not even offer to rebook after telling me there were no more flights for that day in June we originally needed to travel. Instead, it was just that I have a flight credit - no help, no resolution, no concern for the fact that we would be forced to pay much more money to repurchase. When I requested a refund, they told me it would take up to 8 weeks to receive my refund for the four tickets.
When I called *** Airlines, I was told by two different agents that the refund time should not take that long. They also assured me that the refund was submitted and the process Expedia uses to handle refunds is separate from their system. Ticket prices were astronomical - $1000+ for a sooner date in June. I waited almost two hours for a supervisor in the wee hours of the morning, made several attempts to get my issue resolve via chat and phone. Over the course of a few days, there was no resolve, except a reverberation that it will take up to 8 weeks for the refund and it could not be redrawn. Each rep had a different story to tell and would ask what I was told by the previous rep. I left me so infuriated, disgusted and frustrated. I finally got my refund yesterday, May 26, but had to purchase new tickets on May 20, because prices were skyrocketing. I could not wait for the refund. Luckily, I wind up paying $376.66 for each ticket, some $63 more than the original costs of each. However, I wind up spending a total of $252 more than I would have had they rebooked at the original price.
I strongly feel that this is an act of unfair practices forcing customers to pay higher flight costs. I wind up paying $252 more for tickets than I would have if they had rebooked for $313.66 each. This should not have happened. I should have been able to rebook at the same price of the original ticket.
Expedia.com Response
• Jun 26, 2020
June 26, 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 ***) would a refund of $252,00 and a written apology for not be notified of the cancellation.Our records indicate on April 10, 2020, Ms. or an authorized user of the
Expedia account, self-booked four round trip flights on *** Airlines,
departing on June 6, 2020 from Washington, DC to Christiansted, U.S. Virgin Islands, returning
on July 4, 2020, via ***. We
can confirm on May 18, 2020, the customer called in and advised that Expedia didn't notified him that the airline
cancelled his flight. Our representative reviewed the airline reservation and
the Expedia account and noted based on the history an email was sent. The customer
did not want a credit he wanted a refund. Our representative verified that ***
Airline would allow a refund and submitted the refund request to ***
Airlines. The customer advised he did
not want to wait eight weeks and wants to undo the refund. The customer did not
want to wait for the refund to be issued and requested a Supervisor. Our representative advised the refund was
being processed by *** Airlines and there was no way to speed up their
processing.After further review on June 26, 2020, Expedia reviewed the Expedia account and the *** Airlines reservation. The tickets are showing in refund status as of May 18, 2020. Each ticket was valued at $313.66 for a total
refund of $1254.64. *** Airline will process the refund to the card ending
***. Since *** Airline processed
the charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.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, Ms. Clarke
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.
Please accept our apologies for any inconvenience
that may have been experienced. Expedia
suggested that our customer review the details of the travel itineraries on
Expedia.com and/or on the airline’s website for up to date changes.
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
I am writing in reference to Expedia itinerary # *** for a hotel stay I booked on 5/12/20 and paid $468.46. The reservation was for 5/22/20-5/24/20 at the *** in ***. Please note: I am a resident of Miami-Dade County and the *** is located in *** (part of the Florida Keys), Monroe County.
Once I booked the reservation I was made aware that Monroe County is NOT allowing any visitors into the Keys until June 1st, 2020. I tried contacting the hotel directly to ask if they were open, but was unable to reach anyone. I then contacted Expedia on 5/15/20 via phone, to request a cancellation. I explained my concern with not being able to physically get to the Keys due to the police checkpoints and them not being open to visitors until June, the service representative told me to let them try and contact the hotel (she asked for 48-72 hours). The following week 5/18, I contacted Expedia again via phone to follow-up and again I was told to give Expedia 48-72 hours to once again try and contact the hotel. Throughout that week I contacted Expedia 3 other times via email and their Customer Service Messaging App - with the same results, give them 48-72 hours and they haven't been able to contact the hotel. I was then charged and billed for a hotel that I could not physically get to nor did the hotel seem to be open as Expedia was unable to reach multiple times. I do not understand why I was charged after trying to cancel during the cancellation time and why I was allowed to book at a place that is still closed and with restricted travel due to the pandemic.
Expedia.com Response
• Jul 09, 2020
Dear Revdex.com,Thank you for allowing us the opportunity to review our customer's concerns regarding case number ***.Findings:We can confirm that our customer booked a two night reservation for check in May 22. This reservation was booked under a cancellation penalty that states:Cancellations or changes made after 11:00 AM local hotel time, Friday, May 15, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Our customer contacted our chat support team on May 22 to cancel this reservation and seek a refund due to the Covid-19 crisis. Once a reservation has passed the penalty date, Expedia must seek a waiver to the cancellation policy in order to process a refund. We were, unfortunately, unable to reach the property for this waiver until June 17.Resolution:I am glad to report that the property has authorized a full refund of $468.46 to the original form of purchase. This refund was processed on June 17, but may take 30 days to post.Sincere Regards,The Expedia Team
we were billed $165.83..we received back $100.86 as a refund due to the hotel shutting down prior to arrival. CDC had to hotels shuttered. *** in Ocean City had talked to Expedia ,the case number is ***. we were shorted $64.97. We would like that back has well as our $7.99 hotelbookingservefee. we don't have a conformation number of the transaction any more . we tried for 2 1/2 months to contact Expedia ,They wouldn't answer the phone. The phone number for *** in Ocean City Md is 18004972175 the woman we spoke to was Sandy. They have deleted(according to them) the account information.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentThank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a refund request. Upon further
research, we are unable to locate an Expedia account related to Mr. complaint.
We respectfully request that he provide us with the email address and phone
number used to book the reservation, and the generated itinerary number. The
requested information will enable us to appropriately address his concerns. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
In September of 2019 we booked a package vacation to Italy for July 2020. Not knowing what was going on with international travel we called to find out how cancellation would work if travel restrictions were still in place. After hearing about vouchers for the next 24 months we were told to call back in 2 weeks. On 5/29/2020 we called Expedia again because we received an email 5/27/20 stating that one of our flights was canceled. Expedia told us they already issued us a flight voucher but the hotel is nonrefundable and they will give us a voucher until 4/2021. We are only capable of travel during the summer. They are refusing to refund my package vacation regardless of us purchasing travel protection insurance and a flight being canceled. After almost two hours on the phone, most of it on hold, we were finally put in contact with a supervisor. He told us that we received an email regarding our travel voucher 5/16/2020. We never received an email. I asked him to resend it so I can verify the date it was originally sent but the new email did not include a date when originally sent. The new email we received states that to qualify for change fee waiver our tickets must be canceled or changed before 5/31 and to proceed we need to call back. After some additional conversation, my call was disconnected.
We have received our refund from Expedia for our flight and hotel reservations. At this point the complaint is now resolved.
Thank you
Due to COVID-19, my train trip was cancelled. Am having a difficult time getting someone from Expedia to fully refund my hotel stay. Have contacted them several times the past couple of days. *** told me that they approved this refund. Only get the runaround with Expedia.
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 hotel reservation
under itinerary ***. We understand the customer is requesting to
cancel the booking for a full refund due to COVID-19.On
June 28, 2020, Expedia spoke with Ms. and explained that we’re having a
technical issue with her itinerary, however we’re working with the hotel directly
in order to resolve it. Per our verbal agreement, we’ll be updating the
customer on the progress of her cancellation request until it’s completely
resolved. 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
Thanks for your quick response. Per our conversation this morning, I do not want Case ID #*** closed. Expedia did call me on June 28, 2020, promising my complaint would be taken care of and that I would hear back from them in a couple of days. They have not contacted me since June 28.
This morning I decided to give them one more chance before submitting this email to you. I thought that I could get better customer service with their online chat. Originally Coleen Ysabel was in the chat session with me. It was the usual runaround. She claimed that she couldn’t open my reservation and was in the corporate queue requesting their assistance. Somehow, the chat session ended, and another customer service rep (Bill) asked how he could help me. In explaining the situation again (you would think all of these conversations would be kept on record), I received no response from him. I waited about 5 minutes, but nothing so I ended the chat session. I decided to call one last time, but should have known better. After being on hold waiting for a customer service representative for over 10 minutes, Will asked if he could assist me. After explaining my situation yet another time, he put me on hold to see what was going on. Mysteriously his computer froze on him. He requested me to call back in an hour, but I refused. I am very frustrated with the length of time you have to wait, and they never solve my complaint anyway. I told him that I was contacting the Revdex.com again to reopen my case and have the Revdex.com handle this for me.
Whatever you can do to help me get my refund would be greatly appreciated. I don’t understand why they can’t just delete this reservation from their system and issue the refund to me. All they need to do is put a notation in my account stating the hotel reimbursed them, and I was issued the refund. It shouldn’t be this complicated.
Thank you again. If you require any additional information, please do not hesitate to contact me.
Best regards
July 11, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #:
***Dear Revdex.com,Thank you for
forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***). On July 11, 2020, with
the customer’s permission, Expedia issued a refund of $144.08 to her MasterCard
using a system workaround. It may take up to two billing cycles for the refund
to process, depending on Ms.’s financial institution. In addition to the
refund, Expedia also issued a $100.00 Expedia coupon valid until July 31, 2021,
which can be used to book a Pay Now hotel reservation on Expedia’s website. The
coupon can be accessible via the customer’s account by clicking “Coupons”. 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
Thanks for your response. I realize that Expedia was unable to access my itinerary *** because it was somehow frozen in your system. I also knew that you were going to contact *** by *** to have them cancel this reservation on their end. I am puzzled as to why it took so long for you to receive a response from *** because I had known over a month ago that the general manager approved my refund.
On June 28 you had promised to contact me in a couple of days to keep me updated on the status of my refund, which was not done. On July 6, I was contacted by the Revdex.com notifying me that my case was closed because they didn’t hear from me. Meanwhile it was over a week since you had contacted me, and I didn’t want this case closed. Before reopening my case I tried giving Expedia one more chance, as I’m sure you read in my email to ***, but again it was a failed attempt.
Please use a different itinerary so I can receive my refund. Also, use my MasterCard account ending with *** for this credit.
I appreciate your apology. This means a lot to me. Also, thank you for issuing this refund to me.
Sincerely
I have tried to cancel my hotel reservation due to COVID and I have been on the phone with different departments for over 15 hours trying to get it cancelled. No one can find me the answer I need even though the hotel has confirmed that they issued a refund.
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer confirmed that they still have not
received the refund for their booking at ***, ***
Collection that was made on February 4th of 2020. The customer is requesting assistance with a refund for this booking due to not
being able to contact anyone from our company, as
well as not being able to travel. According to our records, we see that the guests were unable to travel for this
booking due to COVID-19 conditions. According to the Global Flex Policy in
place, this booking is due a full refund, as it was not able to
be utilized. As such, we issued a refund in the amount of 348.41 USD.
Due to the unprecedented volume of travel disruptions, refunds may take up to
30 days to process.We apologize for any inconvenience this may have caused. Thank you for bringing this matter to our attention and allowing us a chance
for resolution. Thank you,Kyle B.Customer Relations Specialist
Complaint: ***
I am rejecting this response because:
Thank you for the very quick help - this is amazing! My original payment form from February has expired, so I will need help with Expedia getting refunded via check.
Sincerely
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:The customer confirmed that the credit card used at the time of booking has expired. The customer is requesting a check be issued for the refund due to these circumstances. According to our records, the bank is processing this request and has received the refund that was issued from Expedia. As we no longer hold any funds for this booking, the customer will need to contact their financial institution to recover the funds that have already been refunded by Expedia. Please note, there is no further action that can be taken in regard to this matter by Expedia. In order to take any further action, we would need a certified letter from the customer's financial institution stating that they denied the funds that were sent by Expedia and that the customer has not been issued the credit. We apologize for any inconvenience this may have caused.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B.Customer Relations Specialist
Hi, I have an active complaint filed that I said is still unresolved, but the credit appeared in my account today! I would like to amend my response and explain that it has been resolved. Thank you so much for your help!
Sent from *** (***)
We purchased a bundled package including hotel, airfare and car rental. We also purchased the vacation waiver. We were going to travel 3/15/2020. However, the President declared a national emergency and our destination was closing due to the coronavirus pandemic. We tried contacting Expedia prior to, starting 3/14/20 and for many days after. We called many times and calls were getting disconnected or not able to go through. We sent emails with no response. Facebook message with no response. Expedia chat was not working. Finally got through to Expedia to get refund over a month later. They did give a refund for our hotel, but they were not able to give a refund for airfare and car rental because we didn't "call prior to our trip". I explained we tried and had documentation of the attempt. The vacation waiver covers refund.
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a car rental. Our
records reflect a one-way fare with *** airlines departing Minneapolis, MN to Denver, CO on March 15, 2020
for two adults and two children. And a five day car rental with
*** Rent A Car picking up on March 15, 2020 in Denver, CO. We understand Ms. is
requesting a refund.***
is a Low-Cost-Carrier in which Expedia cannot modify or process a refund for.
We kindly ask Ms. to contact the airline directly to request for a refund.
Please be advised, refunds are subject to approval and is not guaranteed.We
have advocated a refund request with *** Rent A Car and was advised they
have not charged a penalty. A refund has been processed in the amount Of $331.40.
Refund may take up to 30 business days due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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
Scheduled to fly to Ireland March 15th, the US government placed travel ban restrictions on the UK and Ireland. We had attempted to cancel our trip directly with Expedia for 5 days starting March 10th. The internet chat support crashed repeatedly and phone calls were disconnected after long wait times. No emails were returned answered. Now, we're trying to get a refund for the 'act of God' circumstances and being denied. Even with trip insurance, Expedia is not refunding our money. BUYER BEWARE! Do not use this company for travel.
My family made reservation in *** (***) via Expedia on 5/22/20. It was supposed to be a family gateway, but it became a nightmare.
Our 5 year old child rolled over the syringe fulled of heroine when she was laying down in bed. The police was called to make a report and confirmed illegal activities that were going on there.
Expedia customer service was contacted immediately but they refused to do anything , they closed our complaint without any explanation, they did not post our review.
As for today 5.28.20 Expedia keeps providing booking at very unsafe ***.
Complaint Reference Number: ***Dear Revdex.com,Thank you for allowing us the opportunity to address the concerns of our customer regarding case ***. Findings:We can confirm that our customer created this reservation on May 22 for a one night stay with a same day check in. We were contacted the day after the customer checked out regarding the incident described in the customer's complaint. Please rest assured that we do take our customer's comfort and safety seriously.We can also confirm that our guest was fully refunded for this reservation by the property.Resolution:We do rely upon our hotel partners to provide a positive experience for our customers and are sorry to hear that this was a negative experience for our guest. We have forwarded our customer's experience to the property to our internal channels for review and follow up with the hotel.Sincere Regards,The Expedia TeamTell us why here...
Complaint: ***
I am rejecting this response because despite notifying Expedia about illegal activities in the motel , Expedia keeps be their partner and continue to accepts bookings and reservation to a place that is considering to be a health hazard. The resolution will be one - to stop doing business with them
Sincerely
I booked a vacation package with Expedia for five for a June 8-16, 2020 trip to Rome, Italy in August 2019. I purchased a Vacation Waiver (insurance) and was told back then that I could receive a FULL refund as late as 2 days prior departure for any reason. In Feb, 2020 I spoke with an Expedia Supervisor who told me I could again cancel and get a full refund less my vacation waiver. I decided to cancel in early March but by then could not reach any live agent. In fact, Expedia would not talk to anyone not 72 hours from departure. I was able to talk to an agent on May 18th. I was told that I could get a airline refund but not the $4200 for my hotel. I could obtain a hotel voucher good thru June 2021. I have called more than 4 times and each time I'm told it's because the hotel would not refund my money. However, when I reached Expedia corporate, I was told that it was because of the insurance I purchased which changed in March due to Covid-19.
July 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect two rooms for a nine night stay at
the *** Hotel *** in Rome, Italy
for two adults and two children checking in June 9, 2020. We understand Mr. is requesting a refund.On
July 7, Mr. or an authorized user of the account called to inquire on
refunds for the hotel reservation. A corporate representative processed refunds
for both rooms in the amount of $2102.11 for each room to the original form of
payment used.No
further action taken as Mr. request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a package vacation to Mexico with Expedia on January 25, 2020. As part of that package, I booked "package protection plan" travel insurance for $354. Later on, I received an email from Expedia telling me that my hotel had been cancelled. Thus, Expedia, not I, had essentially cancelled my package. Consequently, I went online and cancelled my travel insurance as I would not need insurance for a trip Expedia had cancelled. However, I was told that they would not refund me the cost of the insurance; essentially I would have to pay for insurance on a trip they had cancelled and I would not be able to take. I tried to call the insurance company directly, but they told me they had not received payment from Expedia and thus could not offer me a refund and to call Expedia back and ask to speak to a manager. Thus, Expedia could refund my money, but they will not on the grounds I didn't cancel the trip within the specified window. I understand this policy if I chose to cancel the insurance randomly or I cancelled the trip, but Expedia cancelled the trip and did not provide the services I paid for. I spoke to a customer service representative on 3 occasions and a supervisor / manager on another occasion and was told essentially "sorry about your luck, that's our policy."
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 .The
customer purchased a package with the *** Cancun for six nights with check
in on June 13, 2020, with combined one way flights, shared shuttle and vacation
coverage.The hotel
and flights were refundable at the time cancelation was completed. Both of the
flights were nonrefundable with no changes allowed. However, we were able to
obtain a refund of both flights. The vacation waiver coverage is nonrefundable
and a refund was not available for that item. We are unable to provide
compensation for travel expenses.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
My nonprofit organization purchased three air travel tickets through Expedia to send two volunteers to a professional training event. The training event was canceled due to COVID-19. I followed Expedia's directions for cancelling all flights. Apparently for one of the flights Expedia failed to communicate the cancellation to the airline and it looked like the traveler simply failed to show up for the flight. The airline refused to give a refund and said this needed to be addressed with Expedia. I have tried to contact Expedia via both their online chat and by phone and they are not actually responding to either, giving me no way to contact them to seek a refund. For the other two tickets I was informed I would be given a non-transferable travel credit, which is useless since the training event has been canceled and these travelers do not need to travel any longer.
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 *** for ***.The
customer purchased a one way flight from Redmond, OR to Washington, DC for
April 30, 2020, with *** Airlines, via itinerary number ***. This
flight was not canceled prior to travel and the ticket status went to “no show”.
As such, the ticket has no value for refund or exchange.Another
one way flight was purchased for travel from Boston, MA to Redmond, OR on May
5, 2020 with *** Airlines on itinerary ***. The flight had a
schedule change of three and a half hours. Currently *** Airlines is not
issuing refunds for time changes of less than six hours.A roundtrip
flight was purchased with *** Airlines for travel from Eugene, OR to
Washington, DC on April 30, 2020, and returning on May 3, 2020, via itinerary ***.
This flight had a time change of less than one hour.Both of
the *** Airlines tickets may be exchanged for new fares with *** Airlines
without a change fee. A refund is not available. The tickets have to be
exchanged within the validity period and any difference in fare will be due.
Name corrections are not allowed. The new flights with *** Airlines must
depart from, or travel within the same country of origin.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The one-time events for which passengers were travelling as volunteers for a nonprofit organization were cancelled, therefore cancelling the need for future travel for these passengers, therefore rendering credit toward future travel worthless. The one trip recorded as a "no show" was actually canceled weeks in advance through Expedia. Expedia apparently failed to communicate that cancellation to the airline. I followed all instructions I was given by Expedia for cancelling all flights. All flights had schedule changes that made those flights no longer effective for getting our passengers where they needed to go by the time they needed to get there. I rejected those schedule changes when they were proposed. I should not be forced to pay for travel on an itinerary I did not select. I still demand a full refund for all three tickets.
Sincerely
Complaint: ***
I am rejecting this response because:
The ticket in question was canceled prior to the travel date following Expedia's instructions and using their system. It was a fault in Expedia's system that resulted in no cancellation being recorded. Therefore no "change fee" should be withheld to process a refund on a valid cancellation. Also, the credit card used to purchase the ticket is no longer valid--the number had to be changed due to fraud--likely making it impossible to issue a refund to that card. A refund check can be issued to:
***
***
***
Or Expedia can call me at *** for new credit card information.
Sincerely
July 21,
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 *** for ***.As previously
advised, the cancelation was not located. If the cancelation had been completed
a refund would not have been provided. The customer would have had a credit.As a
courtesy the flight was refunded minus the $125.00 change fee. As the flight
could have been used for the full value of the ticket towards the purchase of a
new ticket, if it had been canceled, Expedia will reimburse the customer
$125.00 for a flight purchased via the Expedia website booked as follows:Flights with *** Airlines departing from, or
traveling within the *** StatesTravel for *** Ticket purchase completed by April 30, 2021*** Reply to Revdex.com and provide the Expedia.com itinerary
number of the new flight purchase You may also call to request the refund and provide
case number *** 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 booked a trip through Expedia to visit my wife, who is a travel nurse on 3/8/2020. My wife then canceled my flight because of the COVID. I am a TRANSPLANT patient and it was not safe for me to fly nor will I be able to use "Airline Credit". I have requested a refund through expedia and because *** Airlines gave me a "future travel credit" expedia is not wanting to refund my monies paid for the flight. I have voiced to Expedia, that I could not take the "credit for future travel" as it was advised for me not to fly at all. I am a double transplant patient and have NO IMMUNE SYSTEM at all. My wife even purchased the insurance for the flight and they are not wanting to refund the monies either. The "future flight credit" is non transferrable and is of absolutely NO USE to me. I have even sent my FULL MEDICAL RECORD from my physician and they are still denying my refund.
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 *** for ***.The
customer purchased a flight with *** Airlines for travel from Savannah, GA
to Washington, DC on March 27, 2020 with a return on March 30, 2020.We regret
to hear that the customer wasn’t able to receive the response to their refund
inquiry that they hoped for. The terms and conditions on the ticket stated that
the ticket was nonrefundable with no changes allowed. The terms did not provide
a clause where the ticket could be refunded for extenuating circumstances. While we
understand that the customer is choosing not to take the airlines goodwill
offer of exchanging the value of the ticket towards a new flight, we are unable
to override the terms and conditions to provide a refund.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I had purchased a flight for my daughter and her Uncle to fly to Poland to see me. I am a DoD Civilian. I tried for two days to cancel the flight because of the flight restrictions. I have all the proof that I tried to cancel through Expedia as well as the airline, but there was no way of getting to customer service with Expedia because they said they were to busy or they had a glitch in the system. I have the proof of me trying for two days to cancel my flight. My family had to reluctantly miss there flight because they would have been stuck in Poland with no way of returning.
Expedia first stated I needed to cancel, which I tried. Then they said I should have cancelled through the airlines. I tried, but the airlines stated it was Expedia who needed to cancel. Expedia is refusing refund and blames me for not cancelling. I TRIED. I have all the email traffic on all of this for proof. They still refused.
July 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Chicago, IL to Warsaw,
Poland on March 12, 2020, and return March 21, 2020 for two adults. We understand Mr.
*** is requesting a refund.***
has allowed the tickets to remain open for future travel credit. Expedia has
contacted the airline and was advised each passenger may re-book new travel by
January 2, 2021. Change fees will be waived by ***, while fare difference may
apply. The customer must re-book new travel from the originating country of
origin as the original ticket. When the customer is ready to re-book new
travel, he must call Expedia to re-issue new tickets. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Mr. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I am outrage at the situation at hand. I originally booked a flight/hotel round trip ticket from Chicago to Las Vegas. When I originally booked the tickets, it was online. I used my computer. As I was booking the tickets, it said pick reservations based on free cancellations. So, I did that. When I booked online, my computer like most has a thing called AutoFill. That has all my information stored. What I didn't realize, is that my auto fill still had my ex information on their. Once I got my receipt and viewed the itinerary, I was shocked to see the mistake. It was suppose to have my sons name on their "***". I called Expedia to fix this situation. They hung up on me 5 times, they refused to change the name (it did not state this policy until after I purchased the tickets, and they were rude! One lady even offered to talk to *** to see if anything else could be done. I explained them that this was a vacation for my son who has beaten cancer three times. All my son wanted to do was walk the las vegas strip. I was even willing to pay a fee to change the name. Now Expedia is telling me I cant get my money back at all. I am outraged. I am a single mother who is not working due to COVID-19. I am upset and visibly shaken. I just want my money back. I don't even want the trip. I just wanted them to change the second name " ***" to ***. It was a simple mistake I made.
July 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from Assetou
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with Delta
airlines departing Chicago, IL to
Las Vegas, NV on December 8, 2020, and returning December 11, 2020. We understand Ms. is requesting a refund or a
name correction.Upon
further research, we reviewed the session during the customers purchase on May
14. ***’s name was entered manually as
it was not auto populated. The customer continued to proceed to check out and
agreed to the information entered upon confirmation.The
policy according to *** airlines does not allow for name transfers on a
ticket unfortunately. If the ticket is cancelled, refunds are not possible as
*** has not changed or has encountered flight interruptions. The customer may
cancel for future travel credit with the name the ticket was purchased under. Due
to the information provided, we are unable to process a refund or name transfer. We kindly ask Ms. to contact our service desk if she decides to cancel the ticket. We apologize for any inconvenience this may cause. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased three flights from Expedia and all three were cancelled. Expedia is insisting on vouchers, not refunds. I have contacted them several times insisting on credit refunds and they refuse.
June 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a refund a refund for the three reservations.Our records indicate on March 11, 2020, Mr. or an authorized user of the Expedia account, self-booked a one way
flight on ***, departing on
April 27, 2020 from Glasgow, Scotland, UK to Halifax,
NS, Canada, via ***. We can confirm on March 19, 2020, the
customer cancelled the flight reservation via web form. Expedia emailed the
Expedia account a cancellation itinerary. The cancellation itinerary advised the cost of the reservation and does
not mention an airline credit was applicable to the cancellation per ***.On May 20, 2020, the
customer was sent an email which advised *** is not allowing refunds for
any nonrefundable flight for any reason.After further review on June 26, 2020, Expedia contacted *** and they confirmed the traveler
initiated a chargeback and it is not possible to refund.Our records indicate on March 11, 2020, Mr. or an authorized user of the Expedia account, self-booked a one way
flight on *** Airlines, departing on May
4, 2020 from Halifax, NS, Canada to Montreal,
QC, Canada, via ***. We can confirm on May 19. 2020, the
customer cancelled the flight reservation via web form. Expedia emailed the Expedia account a
cancellation itinerary. The itinerary
advised an airline credit of $126.42 that was applicable for *** Airline
reservation.After further review on June 26, 2020, Expedia contacted *** Airlines and they confirmed the flight credit is
valid until March 11, 2021.Our records indicate on March 21, 2020, Mr. or an authorized user of the Expedia account, self-booked a one way
flight on *** Airline Group, departing on March 30, 2020 from Glasgow,
Scotland, UK to Sao Paulo, Brazil, via ***. We can confirm on March 22, 2020, ***
Airline Group unconfirmed the flight reservation. On March 24, 2020, the customer cancelled the
flight reservation via web form. Expedia emailed the Expedia account a
cancellation itinerary. Expedia emailed the Expedia account a
cancellation itinerary. The email
advised an airline credit of $418.10 that was applicable for *** Airline
Group reservation.On June 26, 2020, Expedia contacted
*** and they advised the flight is fully refundable and directed Expedia to
their site to complete the agency refund form. Expedia called the customer and
left a message asking for a return call as we need the passport number in order
to enter the refund information on *** site.After further review on June 29, 2020, Expedia telephoned the customer and left a detailed message advising ***
authorized a full refund but required Expedia to submit the information on
their site. The information cannot be
submitted until we receive his passport number. The website will not accept the information without the passport number.
Left a telephone number for him to call us back and leave a message or the
passport number.
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. ***,
*** Airline and *** Airline Group were 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.
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
You would think that they have their customers in mind during this worldwide pandemic. Nope! I had a coupon from my canceled April trip (due to covid). I used it to book a room but then later had to change the dates. I press the cancel button and choose the option 'I have to change the date' because I had to work around with the dates and type of rooms because I had to match the credit amount.
After playing around with the options, I try to re-book, but I couldn't because my coupon was gone. I call and wait half an hour to finally speak to someone. They tell me once you hit the cancel button, you forfeit your coupon. I ask nicely to give me back the coupon. "There's no way we can reinstate it in our system". I ask nicely to then give me expedia credit. "The system doesn't allow me to give you credit"
I beg them, tell them I can't afford to lose $545. They don't care.
Make sure never to cancel a coupon because you can only use it once people!
NEVER USE EXPEDIA!!! Even worth"trip insurance" (an extra fee) Will not refund my money after 2 months od promises, being on hold, hours on the phone, and ridiculous accents. Hotel shut down (they never charged me) Expedia kept the money. How they have an A+on Revdex.com I'll never understand. Beware
I booked a trip to Aruba back in February. The trip was from June 14-20. Back when I booked the trip I purchased the Expedia Travel Waiver just in case of an emergency. Our flight recently got canceled due to Covid-19 and we were forced to cancel our trip out of our control. I contacted Expedia about refunding the $60.00 that I paid for the insurance since our trip was canceled due to something out of our control and they refused. I understand that I would have lost the money I spent on insurance had I canceled our trip due to my own doing, but with everything going on with Covid-19, I can’t control. I believe it is unfair that Expedia is making money off of all these people that purchased insurance not knowing that Covid 19 was going to cancel their trips. I am very dissatisfied that they were not willing to work with me and their answer to my frustration was that I only had 15 days after the booking to cancel the insurance. I had no idea that my trip was going to be canceled due to a pandemic and this is the way their treating their customers by taking their money and not refunding them.
June 26, 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 a consumer complaint from Ms. *** (Revdex.com case number ***) regarding the travel protection waiver. Our records show that on February 11, 2020, Ms. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airways, traveling from Boston, MA to Oranjestad, Aruba departing on June 14, 2020 and returning on June 20, 2020. The package includes a hotel, shuttle service and a package plan with stay at *** for a check in on June 14, 2020 and a check out on June 20, 2020, for a total of $2,466.93. We understand Ms. is requesting that Expedia compensate her by refunding the protection plan based on the trip’s complete cancellation.On May 27, 2020, Ms. used Expedia’s website services to cancel her hotel/shuttle service and a full refund of $1420.45, was processed. The following hotel and shuttle service policies were applied upon cancellation,Cancellations or changes: Made after 11:30 AM local hotel time, Sunday, June 7, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Cancellations and changes: You can cancel free of charge until 24 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made. Vouchers are non-transferable.On June 4, 2020, Ms. used Expedia’s website tool to cancel the airfare portion of her package, based on an airline schedule change. Therefore, a refund of $924.48, was processed back to the customers original form of payment. It may take up to 30 days for Ms. to receive each refund depending upon her financial institution. The following Protection Plan rules were provided to Ms. on February 11, 2020:Can I cancel my Vacation Waiver after I purchase it?You can cancel your Vacation Waiver for a full refund for the following reasons:(A) 15 days from the purchase date; or (B) the start of your scheduled Trip.(https://www.expedia.com/vacation-waiver-terms)Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states: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.On June 26, 2020, the protection plan cannot be cancelled to initiate a refund that option is no longer available because of the reservations status. However, Expedia issued a hotel voucher for $100, we added the voucher to Ms.’s Expedia account. Based on the customer’s experience. The hotel voucher is valid until, July 31, 2021, kindly review the vouchers terms and conditions accessible through Ms.’s account prior to applying the discount. While we understand Ms.’s situation, due to the information provided above Expedia is unable to honor her refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I did not cancel my flight on the Expedia tool. I received an automated email on 05/27/20 from Expedia stating that my flight was canceled due to COVID-19. After reading that email obviously I was going to cancel my transportation and hotel because there were no flights going out to Aruba. I have a screen shot of the email so I still do not think it’s fair that Expedia is keeping my insurance waiver payment because this trip was cancelled out of my control. I appreciate the $100 voucher for a hotel, but again this does not make up for them keeping my insurance money and all other customers whom did not receive their full refund. It also doesn’t help because I no longer want to use Expedia after this experience, they have lost my business. Thank you for taking the time to review my response.
Sincerely
On 05/21/20 I cancelled a hotel reservation in Berlin, Germany scheduled for May 27th because of the COVID-19 virus travel restrictions posed by USA and German governments.Expedia offered me a coupon for the same hotel to be used within 12 months which I did not elect to receive. I spoke with Expedia rep named Vince on 05/21/20 explaining that this option is not acceptable since cancelled trip was part of the conference which will not be re-scheduled in Germany, therefore I cannot use that type of coupon for this same hotel. I requested either a full refund or a General Expedia travel coupon good for any travel valid for 2 years. In spite of my requests, Expedia still issued me a coupon for the same hotel In Berlin which is useless to me and which I did not elect to receive.
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 two rooms with the ***,
for three nights, with check in on May 27, 2020. The terms and conditions were provided
at the time of purchase and stated that the rooms were nonrefundable and
changes are not allowed.Due to the
worldwide pandemic the customer was able to rebook. A refund was not available.
The coupon for the same property allowed the customer to cancel prior to check
in and rebook at a later date, rather than selecting new dates right away.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting Expedia's response because as I have explained before, that option is not acceptable since the cancelled trip to Berlin was part of the conference which my job will not be rescheduling again in Germany, therefore I am not able to use a coupon for this same hotel in Berlin. I am not able to travel to Germany within a year. I will not be satisfied until I receive a full refund or Expedia credit for any future reservations valid for 2 years.
Sincerely
On April 13, I purchased four (4) tickets from Expedia.com for $313.66 each to travel to the US Virgin Islands in June. I had a recent death in the family and had to call them to make changes to our reservations May 19. To my dismay, the reservation was cancelled. According to them, it was cancelled April 15, a little over a month from the date I called them. However, I never received any type of notification from them or *** Airlines of the cancellation. They did not even offer to rebook after telling me there were no more flights for that day in June we originally needed to travel. Instead, it was just that I have a flight credit - no help, no resolution, no concern for the fact that we would be forced to pay much more money to repurchase. When I requested a refund, they told me it would take up to 8 weeks to receive my refund for the four tickets.
When I called *** Airlines, I was told by two different agents that the refund time should not take that long. They also assured me that the refund was submitted and the process Expedia uses to handle refunds is separate from their system. Ticket prices were astronomical - $1000+ for a sooner date in June. I waited almost two hours for a supervisor in the wee hours of the morning, made several attempts to get my issue resolve via chat and phone. Over the course of a few days, there was no resolve, except a reverberation that it will take up to 8 weeks for the refund and it could not be redrawn. Each rep had a different story to tell and would ask what I was told by the previous rep. I left me so infuriated, disgusted and frustrated. I finally got my refund yesterday, May 26, but had to purchase new tickets on May 20, because prices were skyrocketing. I could not wait for the refund. Luckily, I wind up paying $376.66 for each ticket, some $63 more than the original costs of each. However, I wind up spending a total of $252 more than I would have had they rebooked at the original price.
I strongly feel that this is an act of unfair practices forcing customers to pay higher flight costs. I wind up paying $252 more for tickets than I would have if they had rebooked for $313.66 each. This should not have happened. I should have been able to rebook at the same price of the original ticket.
June 26, 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 ***) would a refund of $252,00 and a written apology for not be notified of the cancellation.Our records indicate on April 10, 2020, Ms. or an authorized user of the
Expedia account, self-booked four round trip flights on *** Airlines,
departing on June 6, 2020 from Washington, DC to Christiansted, U.S. Virgin Islands, returning
on July 4, 2020, via ***. We
can confirm on May 18, 2020, the customer called in and advised that Expedia didn't notified him that the airline
cancelled his flight. Our representative reviewed the airline reservation and
the Expedia account and noted based on the history an email was sent. The customer
did not want a credit he wanted a refund. Our representative verified that ***
Airline would allow a refund and submitted the refund request to ***
Airlines. The customer advised he did
not want to wait eight weeks and wants to undo the refund. The customer did not
want to wait for the refund to be issued and requested a Supervisor. Our representative advised the refund was
being processed by *** Airlines and there was no way to speed up their
processing.After further review on June 26, 2020, Expedia reviewed the Expedia account and the *** Airlines reservation. The tickets are showing in refund status as of May 18, 2020. Each ticket was valued at $313.66 for a total
refund of $1254.64. *** Airline will process the refund to the card ending
***. Since *** Airline processed
the charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.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, Ms. Clarke
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.
Please accept our apologies for any inconvenience
that may have been experienced. Expedia
suggested that our customer review the details of the travel itineraries on
Expedia.com and/or on the airline’s website for up to date changes.
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
I am writing in reference to Expedia itinerary # *** for a hotel stay I booked on 5/12/20 and paid $468.46. The reservation was for 5/22/20-5/24/20 at the *** in ***. Please note: I am a resident of Miami-Dade County and the *** is located in *** (part of the Florida Keys), Monroe County.
Once I booked the reservation I was made aware that Monroe County is NOT allowing any visitors into the Keys until June 1st, 2020. I tried contacting the hotel directly to ask if they were open, but was unable to reach anyone. I then contacted Expedia on 5/15/20 via phone, to request a cancellation. I explained my concern with not being able to physically get to the Keys due to the police checkpoints and them not being open to visitors until June, the service representative told me to let them try and contact the hotel (she asked for 48-72 hours). The following week 5/18, I contacted Expedia again via phone to follow-up and again I was told to give Expedia 48-72 hours to once again try and contact the hotel. Throughout that week I contacted Expedia 3 other times via email and their Customer Service Messaging App - with the same results, give them 48-72 hours and they haven't been able to contact the hotel. I was then charged and billed for a hotel that I could not physically get to nor did the hotel seem to be open as Expedia was unable to reach multiple times. I do not understand why I was charged after trying to cancel during the cancellation time and why I was allowed to book at a place that is still closed and with restricted travel due to the pandemic.
Dear Revdex.com,Thank you for allowing us the opportunity to review our customer's concerns regarding case number ***.Findings:We can confirm that our customer booked a two night reservation for check in May 22. This reservation was booked under a cancellation penalty that states:Cancellations or changes made after 11:00 AM local hotel time, Friday, May 15, 2020 are subject to a hotel fee equal to 50% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Our customer contacted our chat support team on May 22 to cancel this reservation and seek a refund due to the Covid-19 crisis. Once a reservation has passed the penalty date, Expedia must seek a waiver to the cancellation policy in order to process a refund. We were, unfortunately, unable to reach the property for this waiver until June 17.Resolution:I am glad to report that the property has authorized a full refund of $468.46 to the original form of purchase. This refund was processed on June 17, but may take 30 days to post.Sincere Regards,The Expedia Team
we were billed $165.83..we received back $100.86 as a refund due to the hotel shutting down prior to arrival. CDC had to hotels shuttered. *** in Ocean City had talked to Expedia ,the case number is ***. we were shorted $64.97. We would like that back has well as our $7.99 hotelbookingservefee. we don't have a conformation number of the transaction any more . we tried for 2 1/2 months to contact Expedia ,They wouldn't answer the phone. The phone number for *** in Ocean City Md is 18004972175 the woman we spoke to was Sandy. They have deleted(according to them) the account information.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentThank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a refund request. Upon further
research, we are unable to locate an Expedia account related to Mr. complaint.
We respectfully request that he provide us with the email address and phone
number used to book the reservation, and the generated itinerary number. The
requested information will enable us to appropriately address his concerns. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team