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
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
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.
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.
I booked a hotel at Expedia on February 14, for one night at *** Hotel in Paris for May 26 to 27th, its non refundable. It’s just one night coz our airlines changed our flight and needed to leave one day early. Though our booking was made thru *** for our 3 nights, its also non refundable hotel in *** in Paris for May 27th to 30th. Thru *** I received a full refund almost 3 weeks ago already.
Tried to contact expedia thru email but never received an answer but instead an automatic reply email from them. Never answer my personal email, I also phoned them 3 times in a month, first call the customer service told me that I will only get a voucher to used up for a year, and I refused to take it. Second follow up is on May 6th and I said I need a refund instead of a voucher, promised me to send an email to a hotel. Never get an update from them and my last call was 2 hours ago today and cannot provide an answer to me yet. I talked to Anna said to me that I need to call back 4 hours from that time then they will contact the hotel coz it’s 5am in Paris. I said I can’t promised that ill be able to call back at expedia coz its 2am in Canada. I insisted to talk to the supervisor, according to the supervisor, Ehab is the name, he’ll contact the corporate office but cannot promise me that ill get refund. And he’ll call me back. I haven’t received a call back yet till now, thats why I am asking for your help to do something about this since my hotel booking was May 26th.
I know this booking is non refundable but right now is
Pandemic and there’s travel ban in Europe and leaving from Canada is not advisable for non essential travel. I was very dissapointed the way expedia handles this situation.
Thank you
Customer Response
• Jun 01, 2020
This is to let you know that I received an email from Expedia and they’ve processed my refund today. Thank you for your help.
I had purchased the vacation voucher for my trip that was book d for 6/2/2020. I had to cancel because of the COVID-19 pandemic.
- I was told that Expedia needed to find out if the parties if they would cover the cancellation.
- I purchased the voucher to cover the hotel and activity (Disney World) tickets.
- I was told that the airline is going to reimburse me.
- I was told that Disney World Resorts is going to reimburse me for the hotel.
- I was told that I needed to wait to find out if the Disney World tickets would be reimbursed by Disney or by the voucher
I was told that the voucher/insurance company changed their policy when the coronavirus happened that I would not be reimbursed the $162 charge for the voucher.
- I purchased the voucher at the time I purchased the trip.
- I did not receive any notification that the policy had changed.
- If the hotel, flight and activity vendors were the ones reimbursing the costs, I’m not using the voucher.
I was told that I was not within the 15 day window of the voucher to receive reimbursement. I called at 20 days before my trip. I was then told the it wasn’t within the 15 day after I booked the trip window when I purchased the voucher, the requirement was 15 days after booking or before the trip begins. This policy changed after I purchased the contract. I was not informed of the change.
Customer Response
• May 29, 2020
Please disregard this complaint. I don’t necessarily agree with their practices, Expedia explained why they did what they did. Thank you,***. Sent from my iPhone
Booked trip. They forced me to take 3 different credits from 3 different airlines. Now I stuck with something I problem can't use without costing me a lot of money. Not my fault!
Expedia.com Response
• Jul 09, 2020
July 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a combined one-way fare departing Detroit, MI to St. Louis, MO on April 13, 2020 with
*** airlines, and returning from Houston, TX to Detroit, MI on April 20, 2020
with *** Airlines on Itinerary ***. And a one-way fare with
*** airlines departing St. Louis, MO
to Houston, TX on April 16, 2020 on itinerary ***. We understand Mr. is
requesting a refund in lieu of future travel credit.On
March 28, *** airlines changed the outbound flight from 5:50 P.M. to 8:15 P.M.
*** airlines allows for refunds on changes made 90 minutes or more. Expedia
has initiated a refund with *** airlines in the amount of $108.40. Refunds
may be delayed due to the unprecedented volume of requests the airline is receiving.***
airlines is a low-cost carrier where in Expedia is unable to modify or request
refunds. We kindly ask Mr. to contact *** airlines directly for refund
inquiries. Please note, refunds are not a guarantee and subject to airline
approval.The
flight with *** airlines does not qualify for a refund, however ***
airlines has extended future travel credit for the traveler. The traveler must
complete new travel by December 31, 2021. Change fees are waived by *** Airlines,
while fare difference may apply. Mr. must call Expedia to re-issue new
tickets when he is ready to re-book new travel.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
Customer Response
• Jul 09, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I made a Hotel reservation with Expedia for accommodation at ***, Penang, Malaysia from 22 Mar to 03 Apr 2020 to perform my temporary assigned duty at Penang, Malaysia as a government and federal employee. Understanding that room type and rate selected are not refundable. Due to COVID-19 and travel restriction imposed by the US and Malaysian government, *** informed me via EXPEDIA eMail that they are cancelling the booking with no penalty and request for refund from EXPEDIA, however with no consideration from EXPEDIA due to pandemic around the world they are still insisting that my credit card must be charge for the obligation to deliver services. I made my hotel cancellation a few days before arrival date of 22 Mar 20 however due to cancellation policy that I am not eligible for refund for a room total of $ 1,508.60
This is really unfair for EXPEDIA to enforce their cancellation policy not to refund during this times of pandemic and COVID-19
Expedia.com Response
• Jul 09, 2020
Dear Revdex.com,Thank you for giving us an opportunity to respond to the concerns of our customer regarding case number ***.Findings:We can confirm that this reservation was created on March 5 for a 12 night stay with a check in set for March 22. This reservation was booked under a Non-Refundable cancellation policy which reads as follows:"The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded."The customer did contact us on March 10 in regards to cancelling this reservation. At that time, our agents did seek to secure a waiver to the property's Non-Refundable policy. The property has agreed to allow our customer to rebook this reservation for a later check in.Conclusion:While we do wish that we could offer our customer a refund, we are glad that the property has agreed to allow our customer to rebook in order to provide flexibility during these difficult times.Sincere Regards,The Expedia Team
Customer Response
• Jul 09, 2020
Complaint: ***
I am rejecting this response because:
Per attachment, *** indicated that I should ask for refund and no indication to book on later date
Sincerely
Expedia.com Response
• Jul 25, 2020
Dear Revdex.com,Due to our customer's continued
dissatisfaction we have thoroughly reviewed the case again. We
have confirmed that our customer contacted our customer care on March 9, 10,
11, 15, 17 and June 22 requesting a refund for their booking. Our customer care
representatives attempted to contact the property by phone and email to verify
the fees were waived. Unfortunately, they were not able to get a waiver and
advised our customer the only option was the voucher as noted previously. Upon
review we have verified a waiver has been provided and processed a refund of 1,508.60 USD to the method of payment used when booking. It can take up to 10 days for
the refund to post. A system generated receipt has been sent to the email
address used when booking. Thank
you for allowing us another chance to review this case.Kind
regards, Jeanette
B. Consumer
Relations RepresentativeGlobal
Customer Operations | Expedia
Customer Response
• Aug 04, 2020
Subject complaint has been resolved by Expedia, this complaint can be closed. Thanks so much for your help with this matter.
V/r,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
The customer service agent, named Joanna, kept me on the phone for two hours, mostly on hold and accomplished nothing. All I wanted was to use my credit for the flight *** airways cancelled, and re book a one way flight.
At no additional cost to me.Very simple. However, after being on the phone for two hours, I asked why this is taking so long and she said she was calculating taxes. I told her to stop jerking me around and she hung up on me.
In March due to COVID19 my trip was cancelled for the dates of March 19-23 from Boston to Puerto Rico. I was in a chat with a virtual agent who stated that they processed a 'refund' of the amount of $869.95 for my trip and that it would be deposited in my account with capital one. Weeks later no deposit was refunded to capital one, and capital stated that no deposits were present, therefore capital one had told me to file a dispute with Expedia. A dispute was filed and weeks later Expedia stated to my bank, that they never said they would cancel or issue a refund for the trip and that the trip was nonrefundable. This dispute has inconvenienced me and my credit. Luckily capital one has been patient with this dispute and issued my money back. However, Expedia recharged my credit card issuing a 'transaction rebill". When talking to my bank about this charge, they have stated that Expedia does not accept this dispute stating they never said they would give a refund. However, I have screen shots of the conversation with the virtual agent issuing a refund and sent proof to Capital One. Additionally, when Expedia sent their proof to Capital One and myself it was a letter with the WRONG dispute, the WRONG trip (going to Dubai), the WRONG dates, the WRONG bank card charge, and the wrong client which is a confidential issue on their part . Expedia has shown to be unprofessional sending incorrect information exposing someone else's trip information and the wrong credit.
Expedia.com Response
• Jul 09, 2020
July 9, 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 like a
refund of $869.95.Our records indicate on January 19, 2020, Ms. Leona Eastman or an
authorized user of the Expedia account, self-booked two combined one way flights
on *** Airlines departing on March 19, 2020
from Boston, MA to San
Juan, Puerto Rico and returning on JetBlue March 23, 2020, with a four
night say at *** San Juan via
***. We can confirm on March 13, 2020, Expedia
issued a refund for the hotel for $869.95 to the Mastercard ending ***.After further review on July 9, 2020, Expedia verified the
refund was processed on March 13, 2020 for $869.95. Expedia confirmed the transaction id of *** shows the refund being processed back to the financial institution. Expedia has not been able to confirm there has
been a dispute file, as the financial system does not show a dispute. The system shows the charge of $869.95 was taken
on January 19, 2020 and the refund was processed for the same amount on March
13, 2020. Expedia would suggest the customer check the transaction id with her
financial institution.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms. Eastman 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
Took our money, cancelled our flights, promised vouchers on 3/26. Still no answer & get told my case is under review every month. Poor customer service during a crucial time
Expedia.com Response
• Jul 09, 2020
July 9, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the 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 one-way flight reservation. We
understand Mr. is requesting to a full refund.
Our records indicate that on March 8, 2020, Mr. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for four travelers. Departure on *** Airlines on March 18, 2020, from Kansas City, MO to Houston,
TX.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, Expedia customers would receive an
airline travel credit. This credit is simply the unused value of their current ticket to be used as a credit toward a flight on the same airline. In this case,
there will be no refund provided and new travel needs to be used January 2021. When Mr. is ready to rebook he is advised to contact *** Airlines
directly for further assistance.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation
through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and
we have no authority to circumvent or to override those policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jul 09, 2020
Complaint: ***
I am rejecting this response because: First off, it was not a one way flight. Second, I’m not a woman, as the Mr in front of my name suggests. Expedia’s customer service through this whole process has been non-existent or rude, if I actually got a response. It took 3.5 months from when my flight was cancelled to get a response. The voucher I did receive has no instructions on how to redeem & Expedia refuses to respond. Most companies have upped their customer service, during the pandemic, but Expedia did the opposite.
We purchased travel ins though expedia-aarp for our travel to barcelona, When we called to cancel because the cruise ship canceled the sailing we were notified that oh the insurer doesn't cover COVid-19, and fired the insurance company, and no long carry them. They never notified us of this which one would think that if they are changing the rules mid stream after it was purchased they would have the common curtsy to notify all member who purchased this insurance of the change and at a minimum refund the insurance cost. Other agencies we've went with had no issues with their insurers and refunds were issued. So basically expedia sold travel insurance to people who can never recoup the cost of their trips (thank god the airlines are at least crediting the flights).
Expedia.com Response
• Jul 09, 2020
July 9, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a one-way flight reservation. We
understand Mr. is requesting to a full refund of his Travel Protection Waiver.
Our records indicate that on December 31, 2019, Mr. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines (validating carrier) from Honolulu, HI to Barcelona, Spain
on July 14, 2020 and returning on *** Airlines (operating carrier) on August 4, 2020.Travel to the *** with added Travel Protection
Wavier.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, Expedia customers would receive an
airline travel credit. This credit is simply the unused value of their current ticket to be used as a credit toward a new flight on the same airline, the customer
is responsible for any fare difference. We verified that a full refund of the hotel portion was processed on July 3, 2020 using the Travel Protection Waiver. In
this case, there will be no refund of the Travel Protection Waiver as this is used to reimburse for the exchange fees when Mr. calls back to rebook his
flights.
Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation through
Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have
no authority to circumvent or to override those policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Jul 09, 2020
Complaint: ***
I am rejecting this response because: There was never any discussion by expedia about exchange fees which now comes as a surprise about the reason the insurance premium isn't being reimbursed.
Finair cancelled my airline trip to Ireland and they told me to go thru Expedia for refund-
Expedia not Aig will issue me a refund for four airline tickets
The cost of the airline tickets were 2800
The insurance was 180.
I have repeatedly called both Aig and Expedia and no one will return my $$.
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 Donna
*** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a round-trip fare from Philadelphia, PA to Dublin, Ireland on July 6, 2020,
and returning July 13, 2020 for three adults and one child.
And the flight protection plan with Travelguard. We
understand Ms. is requesting a refund.On June 8, Ms. *** authorized user of the account called in to inquire for a refund. The Expedia
representative initiated the refund for all four passengers in the amount of $2,801.00. Refunds may be delayed due to the
unprecedented volume of requests the airline is receiving.The insurance you
purchased was effective from the date of purchase through the date your trip
was cancelled. Insurance was refundable within 15 days after purchase. Unfortunately
we are unable to provide a refund for the insurance premium.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
Date: August 17, 2019
*** Case # *** Merchant: Expedia *** Dispute Amount: $178.30
Order Code: ***
I have engaged in a dispute with *** Card concerning the above matter. Because it remains in dispute, I’m asking that matter be reviewed by Expedia.
On my behalf Ms. *** was attempting to explore travel arrangements for a proposed trip to Phoenix AZ in the evening of August 17, 2019 for the following week.
Please consider the following; Ms. was unfamiliar with Expedia's website. In her attempt to cancel the transaction she inadvertently booked the transaction. She immediately recognized her mistake. She called customer service and cancel the transaction. Expedia records show the reservation was cancelled on August 17th at approximately 11:08 PM. She did not mean to make this reservation it was unintentional mistake. In all probability the reservation never reached *** Resort in Phoenix.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** Resort for August 25-27, 2019 with free a non-refundable change or cancel policy. Our customer made and canceled their reservation in the same hour.We understand that circumstances do arise which may require a non-refundable booking to be canceled. In these circumstances, we are always more than happy to reach out to the hotel and advocate for a penalty waiver on your behalf. It is the sole discretion of the hotel to either impose the policy provided or permit the penalty waiver request. Once the hotel provides their decision, we must treat that response as final.On June 1, 2020 our customer reached out to our customer care to get a refund for this booking. Our customer care reached out to the property to advocate for a waiver on behalf of our customer. Unfortunately, the hotel declined to waive the penalty. Our representative sent the case to be reviewed by our offline team.On June 12, 2020 our customer care team received a case where the customer provided proof from the hotel corporate office had approved a refund. Our representative contacted the source and was able to confirm the waiver so they processed a refund of 178.30 USD to the method of payment used when booking.On June 15, 2020 our offline customer care team advised our customer via email that the booking was fully refunded and the timeframe to expect the refund to post.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We are happy to see that the booking was refunded. Since the booking was fully refunded there was no further action taken.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Jul 18, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a ticket through Expedia from Augusta, GA to Seattle, WA from April 9, 2020 to April 18, 2020. I had to cancel due to my sister (who I was going to visit) testing positive from Coronavirus. I called Expedia and was on the phone for almost 2 hours to change the flight date, to June 6, 2020 to June 13, 2020. While on the phone the young lady asked did I receive an email from Expedia and I told her yes but it said my new booking is canceled. She stated that the booking was not canceled, so after the booking a few days later, I go to *** Airline website put in the Booking # to pick my seat, which it allowed me to, but when I called *** Airline today 5/26/20 they said Expedia canceled my whole flight. I am mad because I am scheduled to leave next Saturday. I called Expedia for a 2 hour call back and I received a call back but she was having issues with her phone, so she would hang up multiple times and call back I would keep saying hello, so was she.
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show on January 21, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with *** Airlines, traveling from Augusta, GA to Seattle, WA departing on April 9, 2020 and returning on April 18, 2020, the flight included a cancellation plan for a total of $543.90. We understand that Mrs. is requesting that Expedia rebook her flight or provide her with a full refund due to an airline initiated schedule change. On April 16, 2020, Mrs. contacted Expedia to use her airfare credit with *** Airlines we then secured the dates of travel and the destination. We advised Mrs. the total credit was used without a fee and in approximately 24 hours her tickets will be reissued. On May 27, 2020, the *** Airlines flight reservation was interrupted/cancelled by an airline initiated schedule change. Therefore, we contacted Mrs. by email to provide her with the following information, We are sending this email to inform you that your reservation was cancelled and is eligible for refund. The funds may take up to 8 weeks to appear on your statement, depending on the airline and your financial institution. You can view the cancelled reservation on our website by logging in to your account and going to My Trips.
Upon further review, on July 11, 2020, we verified that Mrs. was sent an email informing her of the flight credit refund time frame for the total of $475.90. The record shows that (30 days) is the approximate time remaining for the refund to post back to Mrs.’s original form of payment.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
Customer Response
• Jul 11, 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.
We booked a flight and hotel through Expedia and purchased the travel insurance for a trip to New York City in March. We had to cancel the trip and since we purchased the travel insurance, we thought there would be no issues in getting a refund. Expedia did refund our money for the hotel but will not refund the money for our flight. I have an email from Expedia stating that all our money would be refunded, for hotel and flight. They are now refusing to refund the flight tickets for three people and since then have refuse to email or call me back. I have tried to get in touch several times a week for over a month now and no one will contact me. What is the point of travel insurance if you still lose your money. I feel at this point they should pay me back the amount of money for the travel insurance as well. Extremely poor customer service.
I purchased a cancellation policy THAT WAS OFFERED THROUGH EXPEDIA by travel guard, when purchasing my airline tickets because...life happens. I bought my domestic tickets in February. The corona virus lockdown and precautionary measures caused me to rethink my vacation for July. When I tried to cancel Expedia would not do it and instead sent me directly to the airline. The airline offered to refund me the money minis the 57 I used to purchase the cancellation plan but said I might be able to get my money back from the 57 dollars I used to purchase the cancellation plan if I went directly through travel guard or Expedia. Expedia said they were no longer responsible for my trip and any refund would have to come through the airline directly or through the insurance. The insurance would not cover this world wide epidemic as a covered reason to cancel. And Expedia gave no compensation and washed their hands of it all. I will not use Expedia ever again and I would not recommend travel guard as a travel insurance
In the early stages of travel having to be canceled I received an email from Expedia explaining that trips can be canceled due to Covid-19 travel issues and that there may be some fees due to what airlines and hotels used. I did cancel my trip to New York and I did receive a full refund from my hotel and a credit voucher for the airline of 677.82 with the promise of no additional fees. It stated on my confirmation of canceled trip dated on April 28th that I would need to call Expedia to reschedule the trip. On May 22nd I called to reschedule to Savannah, Ga after realizing the drop in the prices. The new ticket cost was 20.00 and with additional charges it would come to a total of $618.60, the credit of $59.20, I knew I would have to forfeit. When I made the call to reschedule, I was told that I would be charged an additional $224.46. I explained the prices on the screen and wanted to know what the additional charges were for. The representative was not able to explain. I requested to speak to a supervisor which I was disconnected twice and placed on hold for two hours. When I finally was able to speak to someone she slipped up and admitted she was not a supervisor and I still got the run around. I just wanted to change out my flight.
Expedia.com Response
• Jun 25, 2020
June 25, 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 Mrs. *** (Revdex.com case
number ***) would like a full refund for the flight reservation.Our records indicate on January 30, 2020, Mr. *** or an authorized user of the Expedia account, self-booked three
round trip flights on *** Airline, departing on July 15, 2020 from Houston, TX to New
York, NY, returning July 21 2020, along with a six night stay at New
York *** via ***. We can confirm on April 20, 2020, the hotel reservation was cancelled and a cancellation
email was emailed to the email address on file. A refund of $1351.55 was issued to the original card that was charged.On April 28,
2020, the flight reservation was cancelled and a cancellation email was
emailed to the email address on file which advised and airline credit of
$677.82 was available for reissue. On May 22, 2020, the flight reservation was exchanged per the customer request to reflect
three round trip flights on *** Airline, departing on July 14, 2020 from Houston, TX to Savannah, GA returning July 22, 2020.
The customer agreed to the new cost of $601.86; with an understanding that a
future travel credit of $75.96 remained for future use.After further review on June 25, 2020, Expedia reviewed the
Expedia reservation and the *** Airlines record. The *** Airlines record shows the flights
are currently active. There is not refund that can be offered since the
customer had the tickets exchanged on May 22, 2020. If the customer is requesting any changes our
Customer Service Department would need to be contacted at 877-227-7481. The
customer can check on United.com for up to date flight information or checking
in prior to travel.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on above Expedia is not able to honor the
request for refund. 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
Booked a couple of flights and A vacation bundle deal along side with insurance and vacation waiver. Clearly, due to the world wide pandemic covid 19 businesses had to close. I even received an email stating that they’re going to cancel my booking and process a full refund to the original form of payment. Refund may take up to 30 days It has been impossible to get through by phone. It’s been nearly 3 months and I have only received 1 refund out of 5 different transaction. (Flights + hotel ) Surprisingly I got through by phone 4/23/20. 7:00pm spoke with Nora from Expedia customer care. Which she stated That the insurance/vacation waiver didn’t matter that a new set of rules Are in place and I have to follow the new policy. How does This new policy apply to me when I’ve been purchased this refund and Vacation waiver policy long before covid 19. This new policy is not the agreement that I purchased. I want all my money back. I don’t want no credit.
Expedia.com Response
• Jun 26, 2020
June 26, 2020
Revdex.com Alaska, 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 like a refund.Our records indicate on September 10, 2019, Ms. or
an authorized user of the Expedia account, self-booked four combined one way
flights on ***, departing on March 30, 2020 from New
York, NY to Nassau, Bahamas, returning
on *** Airways on April 3, 2020, with a four night stay at The ***, along with the Vacation
Waiver via ***. We can confirm on March 21,
2020, the customer cancelled the reservation
online via electronic web form. Cancellation email was emailed to the email address on file. The
cancellation email advised *** will charge a reissue fee per traveler. *** cancellation email also advised a
$118.70 flight credit per traveler was applicable and new travel must be
completed by Sep 9, 2020. A second cancellation email was sent to the
email address which advised a $225.93 flight credit was applicable per ticket with
*** and new travel must be completed by Sep 9, 2020. *** also advise
they would charge a $100 per traveler reissue fee.On April 27, 2020, the customer emailed Expedia demanding a refund for ***, *** and ***. Expedia replied on April 28, 2020,
advising, “for your itinerary *** and ***. You need to
file a claim online at "https://claims.travelguard.com/myclaim/us". For
your itinerary ***, we found that you purchase a Vacation Waiver. You
can only use the waiver once per product and traveler, for any reason, before
your departure date. For more information about the insurance that you
purchase, you can view this link at
"https://www.expedia.com/vacation-waiver-terms". Expedia replied
to Ms. and advised she needs to contact Expedia regarding the
cancellations.On May 23, 2020, Expedia emailed the hotel asking if
they would allow a refund for the reservation. On May 26, 2020, the hotel replied authorizing a full refund.After further review on June
26, 2020, Expedia reviewed the airline policy and based on *** Airlines and *** Airways COVID19 policy each flight itinerary
has a future travel credit. The future
travel credit must be completed by Sep 9, 2020. The customer needs to contact our Customer Service Department at 877-227-7481 to exchange the tickets. A refund of $1374.62 has been issued for the
hotel per their authorization to the original card that was charged.Our records indicate on March 4, 2020, Ms. or
an authorized user of the Expedia account, self-booked three round trip flights
on ***, departing on May 8, 2020 from New York,
NY to Cancun, Quintana Roo, Mexico, returning
on May 12, 2020, along with the Flight Protection Plan via ***. We can confirm on April 14, 2020, the
customer cancelled her flight via electronic form. Expedia emailed a
cancellation itinerary to the Expedia account which advised the airline credit as
$958.26 ($319.42 per traveler).After further review on June 26, 2020, Expedia
submitted a refund request electronically via the *** Airline system for $319.42
per traveler. *** Airline will process
the refund to the original card charged. (an 8-week refund timing still
applies but we expect airlines also to have delay in refunding.) Our records indicate on March 10, 2020, Ms. or an authorized user of the Expedia account,
self-booked one round trip flight on ***, departing on May 8, 2020 from New York, NY to Cancun,
Quintana Roo, Mexico, returning on May 12, 2020 along with the Flight
Protection Plan via ***.
After further review on June 26, 2020. Expedia
submitted a refund request electronically via the *** Airline system for
$342.43. *** Airline will process the
refund to the original card charged. (an 8-week refund timing still applies
but we expect airlines also to have delay in refunding.)Our records indicate on March 10, 2020, Ms. or an authorized user of
the Expedia account, self-booked one round trip flight on ***, departing on
May 8, 2020 from New York, NY to Cancun, Quintana Roo, Mexico, returning on May 12,
2020 via ***. We can confirm on April 14, 2020, the customer cancelled flight via electronic web
form. Expedia emailed customer advising, “Please note that cancellation can
only be made in adherence to the supplier’s policy. We have cancelled your reservation and
refunded you the full amount of 342.42 USD to the original form of payment. Published flight / agency air bookings 8-week
refund timing still applies but we expect airlines also to have delay in
refunding.”After further review on June 26, 2020, Expedia
reviewed the Expedia account and the airline records the itineraries are as follows:
***
- Based on the *** Airline and ***
Airways COVID19 policy each has a future travel credit and their policy states new
travel must be completed by Sep 9, 2020. The customer needs to contact our Customer Service Department to exchange
the tickets. A refund of $1374.62 has
been issued for the hotel per their authorization to the original card that was
charged
***
- the customer cancelled her flight via
electronic form. Expedia emailed a cancellation itinerary to the Expedia
account which advised the airline credit as $958.26 ($319.42 per traveler). June
26, 2020, Expedia submitted a refund request electronically via the ***
Airline system for $319.42 per traveler. *** Airline will process the refund to the original card charged. (an 8-week
refund timing still applies but we expect airlines also to have delay in
refunding.)
***- June 26,
2020 – Expedia submitted a refund request electronically via the *** Airline
system for $342.43. *** Airline will process
the refund to the original card charged. (an 8-week refund timing still
applies but we expect airlines also to have delay in refunding.)
*** - April 14, 2020, the customer cancelled flight via
electronic web form. Expedia emailed customer advising, “Please note that
cancellation can only be made in adherence to the supplier’s policy. We have cancelled your reservation and
refunded you the full amount of 342.42 USD to the original form of payment. Published flight / agency air bookings 8- week
refund timing still applies but we expect airlines also to have delay in
refunding.”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 and
*** Airways were 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. 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
fashion.Our Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of 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
Expedia is refusing to return money for a trip that was cancelled by the airline. I've called the airline, and they say Expedia is holding the money.
Expedia.com Response
• Jul 09, 2020
July 9, 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 like a
refund of $1100.00.Our records indicate on December 28, 2019, Ms. or an
authorized user of the Expedia account, self-booked a round trip flight on
*** departing on May 2, 2020 from Chicago, IL to Krakow, Poland and
returning on May 8, 2020, with a five night say at *** Apartments,
along with the Vacation Waiver via ***. We can confirm there were multiple calls
and email communications regarding the flight and hotel refund. The customer was advised the hotel was not
offering a refund. The hotel did offer a voucher for a future stay that is valid
until April 30, 2021. Expedia had to receive
authorization from *** regarding refunding the flight reservation. COVID19 has *** back up and their
response took some time to receive. Expedia
processed a refund for the flight on July 3, 2020 for $757.18.
After further
review on July 9, 2020, Expedia verified the refund
that was processed on July 3, 2020 did not go through the financial system. Expedia processed the flight refund for
$757.18 to VISA card ending ***. The
refund should appear within the next 30 days. Confirmed the transaction id of *** shows the refund being processed back to the financial institution.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms. 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
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
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
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
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
Expedia booking number ***
I booked a hotel at Expedia on February 14, for one night at *** Hotel in Paris for May 26 to 27th, its non refundable. It’s just one night coz our airlines changed our flight and needed to leave one day early. Though our booking was made thru *** for our 3 nights, its also non refundable hotel in *** in Paris for May 27th to 30th. Thru *** I received a full refund almost 3 weeks ago already.
Tried to contact expedia thru email but never received an answer but instead an automatic reply email from them. Never answer my personal email, I also phoned them 3 times in a month, first call the customer service told me that I will only get a voucher to used up for a year, and I refused to take it. Second follow up is on May 6th and I said I need a refund instead of a voucher, promised me to send an email to a hotel. Never get an update from them and my last call was 2 hours ago today and cannot provide an answer to me yet. I talked to Anna said to me that I need to call back 4 hours from that time then they will contact the hotel coz it’s 5am in Paris. I said I can’t promised that ill be able to call back at expedia coz its 2am in Canada. I insisted to talk to the supervisor, according to the supervisor, Ehab is the name, he’ll contact the corporate office but cannot promise me that ill get refund. And he’ll call me back. I haven’t received a call back yet till now, thats why I am asking for your help to do something about this since my hotel booking was May 26th.
I know this booking is non refundable but right now is
Pandemic and there’s travel ban in Europe and leaving from Canada is not advisable for non essential travel. I was very dissapointed the way expedia handles this situation.
Thank you
This is to let you know that I received an email from Expedia and they’ve processed my refund today. Thank you for your help.
I had purchased the vacation voucher for my trip that was book d for 6/2/2020. I had to cancel because of the COVID-19 pandemic.
- I was told that Expedia needed to find out if the parties if they would cover the cancellation.
- I purchased the voucher to cover the hotel and activity (Disney World) tickets.
- I was told that the airline is going to reimburse me.
- I was told that Disney World Resorts is going to reimburse me for the hotel.
- I was told that I needed to wait to find out if the Disney World tickets would be reimbursed by Disney or by the voucher
I was told that the voucher/insurance company changed their policy when the coronavirus happened that I would not be reimbursed the $162 charge for the voucher.
- I purchased the voucher at the time I purchased the trip.
- I did not receive any notification that the policy had changed.
- If the hotel, flight and activity vendors were the ones reimbursing the costs, I’m not using the voucher.
I was told that I was not within the 15 day window of the voucher to receive reimbursement. I called at 20 days before my trip. I was then told the it wasn’t within the 15 day after I booked the trip window when I purchased the voucher, the requirement was 15 days after booking or before the trip begins. This policy changed after I purchased the contract. I was not informed of the change.
Please disregard this complaint. I don’t necessarily agree with their practices, Expedia explained why they did what they did. Thank you,***. Sent from my iPhone
Booked trip. They forced me to take 3 different credits from 3 different airlines. Now I stuck with something I problem can't use without costing me a lot of money. Not my fault!
July 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a combined one-way fare departing Detroit, MI to St. Louis, MO on April 13, 2020 with
*** airlines, and returning from Houston, TX to Detroit, MI on April 20, 2020
with *** Airlines on Itinerary ***. And a one-way fare with
*** airlines departing St. Louis, MO
to Houston, TX on April 16, 2020 on itinerary ***. We understand Mr. is
requesting a refund in lieu of future travel credit.On
March 28, *** airlines changed the outbound flight from 5:50 P.M. to 8:15 P.M.
*** airlines allows for refunds on changes made 90 minutes or more. Expedia
has initiated a refund with *** airlines in the amount of $108.40. Refunds
may be delayed due to the unprecedented volume of requests the airline is receiving.***
airlines is a low-cost carrier where in Expedia is unable to modify or request
refunds. We kindly ask Mr. to contact *** airlines directly for refund
inquiries. Please note, refunds are not a guarantee and subject to airline
approval.The
flight with *** airlines does not qualify for a refund, however ***
airlines has extended future travel credit for the traveler. The traveler must
complete new travel by December 31, 2021. Change fees are waived by *** Airlines,
while fare difference may apply. Mr. must call Expedia to re-issue new
tickets when he is ready to re-book new travel.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I made a Hotel reservation with Expedia for accommodation at ***, Penang, Malaysia from 22 Mar to 03 Apr 2020 to perform my temporary assigned duty at Penang, Malaysia as a government and federal employee. Understanding that room type and rate selected are not refundable. Due to COVID-19 and travel restriction imposed by the US and Malaysian government, *** informed me via EXPEDIA eMail that they are cancelling the booking with no penalty and request for refund from EXPEDIA, however with no consideration from EXPEDIA due to pandemic around the world they are still insisting that my credit card must be charge for the obligation to deliver services. I made my hotel cancellation a few days before arrival date of 22 Mar 20 however due to cancellation policy that I am not eligible for refund for a room total of $ 1,508.60
This is really unfair for EXPEDIA to enforce their cancellation policy not to refund during this times of pandemic and COVID-19
Dear Revdex.com,Thank you for giving us an opportunity to respond to the concerns of our customer regarding case number ***.Findings:We can confirm that this reservation was created on March 5 for a 12 night stay with a check in set for March 22. This reservation was booked under a Non-Refundable cancellation policy which reads as follows:"The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded."The customer did contact us on March 10 in regards to cancelling this reservation. At that time, our agents did seek to secure a waiver to the property's Non-Refundable policy. The property has agreed to allow our customer to rebook this reservation for a later check in.Conclusion:While we do wish that we could offer our customer a refund, we are glad that the property has agreed to allow our customer to rebook in order to provide flexibility during these difficult times.Sincere Regards,The Expedia Team
Complaint: ***
I am rejecting this response because:
Per attachment, *** indicated that I should ask for refund and no indication to book on later date
Sincerely
Dear Revdex.com,Due to our customer's continued
dissatisfaction we have thoroughly reviewed the case again. We
have confirmed that our customer contacted our customer care on March 9, 10,
11, 15, 17 and June 22 requesting a refund for their booking. Our customer care
representatives attempted to contact the property by phone and email to verify
the fees were waived. Unfortunately, they were not able to get a waiver and
advised our customer the only option was the voucher as noted previously. Upon
review we have verified a waiver has been provided and processed a refund of 1,508.60 USD to the method of payment used when booking. It can take up to 10 days for
the refund to post. A system generated receipt has been sent to the email
address used when booking. Thank
you for allowing us another chance to review this case.Kind
regards, Jeanette
B. Consumer
Relations RepresentativeGlobal
Customer Operations | Expedia
Subject complaint has been resolved by Expedia, this complaint can be closed. Thanks so much for your help with this matter.
V/r,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
The customer service agent, named Joanna, kept me on the phone for two hours, mostly on hold and accomplished nothing. All I wanted was to use my credit for the flight *** airways cancelled, and re book a one way flight.
At no additional cost to me.Very simple. However, after being on the phone for two hours, I asked why this is taking so long and she said she was calculating taxes. I told her to stop jerking me around and she hung up on me.
In March due to COVID19 my trip was cancelled for the dates of March 19-23 from Boston to Puerto Rico. I was in a chat with a virtual agent who stated that they processed a 'refund' of the amount of $869.95 for my trip and that it would be deposited in my account with capital one. Weeks later no deposit was refunded to capital one, and capital stated that no deposits were present, therefore capital one had told me to file a dispute with Expedia. A dispute was filed and weeks later Expedia stated to my bank, that they never said they would cancel or issue a refund for the trip and that the trip was nonrefundable. This dispute has inconvenienced me and my credit. Luckily capital one has been patient with this dispute and issued my money back. However, Expedia recharged my credit card issuing a 'transaction rebill". When talking to my bank about this charge, they have stated that Expedia does not accept this dispute stating they never said they would give a refund. However, I have screen shots of the conversation with the virtual agent issuing a refund and sent proof to Capital One. Additionally, when Expedia sent their proof to Capital One and myself it was a letter with the WRONG dispute, the WRONG trip (going to Dubai), the WRONG dates, the WRONG bank card charge, and the wrong client which is a confidential issue on their part . Expedia has shown to be unprofessional sending incorrect information exposing someone else's trip information and the wrong credit.
July 9, 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 like a
refund of $869.95.Our records indicate on January 19, 2020, Ms. Leona Eastman or an
authorized user of the Expedia account, self-booked two combined one way flights
on *** Airlines departing on March 19, 2020
from Boston, MA to San
Juan, Puerto Rico and returning on JetBlue March 23, 2020, with a four
night say at *** San Juan via
***. We can confirm on March 13, 2020, Expedia
issued a refund for the hotel for $869.95 to the Mastercard ending ***.After further review on July 9, 2020, Expedia verified the
refund was processed on March 13, 2020 for $869.95. Expedia confirmed the transaction id of *** shows the refund being processed back to the financial institution. Expedia has not been able to confirm there has
been a dispute file, as the financial system does not show a dispute. The system shows the charge of $869.95 was taken
on January 19, 2020 and the refund was processed for the same amount on March
13, 2020. Expedia would suggest the customer check the transaction id with her
financial institution.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms. Eastman 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
Took our money, cancelled our flights, promised vouchers on 3/26. Still no answer & get told my case is under review every month. Poor customer service during a crucial time
July 9, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the 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 one-way flight reservation. We
understand Mr. is requesting to a full refund.
Our records indicate that on March 8, 2020, Mr. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for four travelers. Departure on *** Airlines on March 18, 2020, from Kansas City, MO to Houston,
TX.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, Expedia customers would receive an
airline travel credit. This credit is simply the unused value of their current ticket to be used as a credit toward a flight on the same airline. In this case,
there will be no refund provided and new travel needs to be used January 2021. When Mr. is ready to rebook he is advised to contact *** Airlines
directly for further assistance.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation
through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and
we have no authority to circumvent or to override those policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: First off, it was not a one way flight. Second, I’m not a woman, as the Mr in front of my name suggests. Expedia’s customer service through this whole process has been non-existent or rude, if I actually got a response. It took 3.5 months from when my flight was cancelled to get a response. The voucher I did receive has no instructions on how to redeem & Expedia refuses to respond. Most companies have upped their customer service, during the pandemic, but Expedia did the opposite.
Sincerely
We purchased travel ins though expedia-aarp for our travel to barcelona, When we called to cancel because the cruise ship canceled the sailing we were notified that oh the insurer doesn't cover COVid-19, and fired the insurance company, and no long carry them. They never notified us of this which one would think that if they are changing the rules mid stream after it was purchased they would have the common curtsy to notify all member who purchased this insurance of the change and at a minimum refund the insurance cost. Other agencies we've went with had no issues with their insurers and refunds were issued. So basically expedia sold travel insurance to people who can never recoup the cost of their trips (thank god the airlines are at least crediting the flights).
July 9, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a one-way flight reservation. We
understand Mr. is requesting to a full refund of his Travel Protection Waiver.
Our records indicate that on December 31, 2019, Mr. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines (validating carrier) from Honolulu, HI to Barcelona, Spain
on July 14, 2020 and returning on *** Airlines (operating carrier) on August 4, 2020.Travel to the *** with added Travel Protection
Wavier.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, Expedia customers would receive an
airline travel credit. This credit is simply the unused value of their current ticket to be used as a credit toward a new flight on the same airline, the customer
is responsible for any fare difference. We verified that a full refund of the hotel portion was processed on July 3, 2020 using the Travel Protection Waiver. In
this case, there will be no refund of the Travel Protection Waiver as this is used to reimburse for the exchange fees when Mr. calls back to rebook his
flights.
Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation through
Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have
no authority to circumvent or to override those policies.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: There was never any discussion by expedia about exchange fees which now comes as a surprise about the reason the insurance premium isn't being reimbursed.
Sincerely
Finair cancelled my airline trip to Ireland and they told me to go thru Expedia for refund-
Expedia not Aig will issue me a refund for four airline tickets
The cost of the airline tickets were 2800
The insurance was 180.
I have repeatedly called both Aig and Expedia and no one will return my $$.
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 Donna
*** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a round-trip fare from Philadelphia, PA to Dublin, Ireland on July 6, 2020,
and returning July 13, 2020 for three adults and one child.
And the flight protection plan with Travelguard. We
understand Ms. is requesting a refund.On June 8, Ms. *** authorized user of the account called in to inquire for a refund. The Expedia
representative initiated the refund for all four passengers in the amount of $2,801.00. Refunds may be delayed due to the
unprecedented volume of requests the airline is receiving.The insurance you
purchased was effective from the date of purchase through the date your trip
was cancelled. Insurance was refundable within 15 days after purchase. Unfortunately
we are unable to provide a refund for the insurance premium.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
Date: August 17, 2019
*** Case # *** Merchant: Expedia *** Dispute Amount: $178.30
Order Code: ***
I have engaged in a dispute with *** Card concerning the above matter. Because it remains in dispute, I’m asking that matter be reviewed by Expedia.
On my behalf Ms. *** was attempting to explore travel arrangements for a proposed trip to Phoenix AZ in the evening of August 17, 2019 for the following week.
Please consider the following; Ms. was unfamiliar with Expedia's website. In her attempt to cancel the transaction she inadvertently booked the transaction. She immediately recognized her mistake. She called customer service and cancel the transaction. Expedia records show the reservation was cancelled on August 17th at approximately 11:08 PM. She did not mean to make this reservation it was unintentional mistake. In all probability the reservation never reached *** Resort in Phoenix.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** Resort for August 25-27, 2019 with free a non-refundable change or cancel policy. Our customer made and canceled their reservation in the same hour.We understand that circumstances do arise which may require a non-refundable booking to be canceled. In these circumstances, we are always more than happy to reach out to the hotel and advocate for a penalty waiver on your behalf. It is the sole discretion of the hotel to either impose the policy provided or permit the penalty waiver request. Once the hotel provides their decision, we must treat that response as final.On June 1, 2020 our customer reached out to our customer care to get a refund for this booking. Our customer care reached out to the property to advocate for a waiver on behalf of our customer. Unfortunately, the hotel declined to waive the penalty. Our representative sent the case to be reviewed by our offline team.On June 12, 2020 our customer care team received a case where the customer provided proof from the hotel corporate office had approved a refund. Our representative contacted the source and was able to confirm the waiver so they processed a refund of 178.30 USD to the method of payment used when booking.On June 15, 2020 our offline customer care team advised our customer via email that the booking was fully refunded and the timeframe to expect the refund to post.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We are happy to see that the booking was refunded. Since the booking was fully refunded there was no further action taken.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
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
Good Evening,
I purchased a ticket through Expedia from Augusta, GA to Seattle, WA from April 9, 2020 to April 18, 2020. I had to cancel due to my sister (who I was going to visit) testing positive from Coronavirus. I called Expedia and was on the phone for almost 2 hours to change the flight date, to June 6, 2020 to June 13, 2020. While on the phone the young lady asked did I receive an email from Expedia and I told her yes but it said my new booking is canceled. She stated that the booking was not canceled, so after the booking a few days later, I go to *** Airline website put in the Booking # to pick my seat, which it allowed me to, but when I called *** Airline today 5/26/20 they said Expedia canceled my whole flight. I am mad because I am scheduled to leave next Saturday. I called Expedia for a 2 hour call back and I received a call back but she was having issues with her phone, so she would hang up multiple times and call back I would keep saying hello, so was she.
July 11, 2020Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show on January 21, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel was with *** Airlines, traveling from Augusta, GA to Seattle, WA departing on April 9, 2020 and returning on April 18, 2020, the flight included a cancellation plan for a total of $543.90. We understand that Mrs. is requesting that Expedia rebook her flight or provide her with a full refund due to an airline initiated schedule change. On April 16, 2020, Mrs. contacted Expedia to use her airfare credit with *** Airlines we then secured the dates of travel and the destination. We advised Mrs. the total credit was used without a fee and in approximately 24 hours her tickets will be reissued. On May 27, 2020, the *** Airlines flight reservation was interrupted/cancelled by an airline initiated schedule change. Therefore, we contacted Mrs. by email to provide her with the following information, We are sending this email to inform you that your reservation was cancelled and is eligible for refund. The funds may take up to 8 weeks to appear on your statement, depending on the airline and your financial institution. You can view the cancelled reservation on our website by logging in to your account and going to My Trips.
Upon further review, on July 11, 2020, we verified that Mrs. was sent an email informing her of the flight credit refund time frame for the total of $475.90. The record shows that (30 days) is the approximate time remaining for the refund to post back to Mrs.’s original form of payment.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
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
We booked a flight and hotel through Expedia and purchased the travel insurance for a trip to New York City in March. We had to cancel the trip and since we purchased the travel insurance, we thought there would be no issues in getting a refund. Expedia did refund our money for the hotel but will not refund the money for our flight. I have an email from Expedia stating that all our money would be refunded, for hotel and flight. They are now refusing to refund the flight tickets for three people and since then have refuse to email or call me back. I have tried to get in touch several times a week for over a month now and no one will contact me. What is the point of travel insurance if you still lose your money. I feel at this point they should pay me back the amount of money for the travel insurance as well. Extremely poor customer service.
I purchased a cancellation policy THAT WAS OFFERED THROUGH EXPEDIA by travel guard, when purchasing my airline tickets because...life happens. I bought my domestic tickets in February. The corona virus lockdown and precautionary measures caused me to rethink my vacation for July. When I tried to cancel Expedia would not do it and instead sent me directly to the airline. The airline offered to refund me the money minis the 57 I used to purchase the cancellation plan but said I might be able to get my money back from the 57 dollars I used to purchase the cancellation plan if I went directly through travel guard or Expedia. Expedia said they were no longer responsible for my trip and any refund would have to come through the airline directly or through the insurance. The insurance would not cover this world wide epidemic as a covered reason to cancel. And Expedia gave no compensation and washed their hands of it all. I will not use Expedia ever again and I would not recommend travel guard as a travel insurance
In the early stages of travel having to be canceled I received an email from Expedia explaining that trips can be canceled due to Covid-19 travel issues and that there may be some fees due to what airlines and hotels used. I did cancel my trip to New York and I did receive a full refund from my hotel and a credit voucher for the airline of 677.82 with the promise of no additional fees. It stated on my confirmation of canceled trip dated on April 28th that I would need to call Expedia to reschedule the trip. On May 22nd I called to reschedule to Savannah, Ga after realizing the drop in the prices. The new ticket cost was 20.00 and with additional charges it would come to a total of $618.60, the credit of $59.20, I knew I would have to forfeit. When I made the call to reschedule, I was told that I would be charged an additional $224.46. I explained the prices on the screen and wanted to know what the additional charges were for. The representative was not able to explain. I requested to speak to a supervisor which I was disconnected twice and placed on hold for two hours. When I finally was able to speak to someone she slipped up and admitted she was not a supervisor and I still got the run around. I just wanted to change out my flight.
June 25, 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 Mrs. *** (Revdex.com case
number ***) would like a full refund for the flight reservation.Our records indicate on January 30, 2020, Mr. *** or an authorized user of the Expedia account, self-booked three
round trip flights on *** Airline, departing on July 15, 2020 from Houston, TX to New
York, NY, returning July 21 2020, along with a six night stay at New
York *** via ***. We can confirm on April 20, 2020, the hotel reservation was cancelled and a cancellation
email was emailed to the email address on file. A refund of $1351.55 was issued to the original card that was charged.On April 28,
2020, the flight reservation was cancelled and a cancellation email was
emailed to the email address on file which advised and airline credit of
$677.82 was available for reissue. On May 22, 2020, the flight reservation was exchanged per the customer request to reflect
three round trip flights on *** Airline, departing on July 14, 2020 from Houston, TX to Savannah, GA returning July 22, 2020.
The customer agreed to the new cost of $601.86; with an understanding that a
future travel credit of $75.96 remained for future use.After further review on June 25, 2020, Expedia reviewed the
Expedia reservation and the *** Airlines record. The *** Airlines record shows the flights
are currently active. There is not refund that can be offered since the
customer had the tickets exchanged on May 22, 2020. If the customer is requesting any changes our
Customer Service Department would need to be contacted at 877-227-7481. The
customer can check on United.com for up to date flight information or checking
in prior to travel.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on above Expedia is not able to honor the
request for refund. 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
Booked a couple of flights and A vacation bundle deal along side with insurance and vacation waiver. Clearly, due to the world wide pandemic covid 19 businesses had to close. I even received an email stating that they’re going to cancel my booking and process a full refund to the original form of payment. Refund may take up to 30 days It has been impossible to get through by phone. It’s been nearly 3 months and I have only received 1 refund out of 5 different transaction. (Flights + hotel ) Surprisingly I got through by phone 4/23/20. 7:00pm spoke with Nora from Expedia customer care. Which she stated That the insurance/vacation waiver didn’t matter that a new set of rules Are in place and I have to follow the new policy. How does This new policy apply to me when I’ve been purchased this refund and Vacation waiver policy long before covid 19. This new policy is not the agreement that I purchased. I want all my money back. I don’t want no credit.
June 26, 2020
Revdex.com Alaska, 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 like a refund.Our records indicate on September 10, 2019, Ms. or
an authorized user of the Expedia account, self-booked four combined one way
flights on ***, departing on March 30, 2020 from New
York, NY to Nassau, Bahamas, returning
on *** Airways on April 3, 2020, with a four night stay at The ***, along with the Vacation
Waiver via ***. We can confirm on March 21,
2020, the customer cancelled the reservation
online via electronic web form. Cancellation email was emailed to the email address on file. The
cancellation email advised *** will charge a reissue fee per traveler. *** cancellation email also advised a
$118.70 flight credit per traveler was applicable and new travel must be
completed by Sep 9, 2020. A second cancellation email was sent to the
email address which advised a $225.93 flight credit was applicable per ticket with
*** and new travel must be completed by Sep 9, 2020. *** also advise
they would charge a $100 per traveler reissue fee.On April 27, 2020, the customer emailed Expedia demanding a refund for ***, *** and ***. Expedia replied on April 28, 2020,
advising, “for your itinerary *** and ***. You need to
file a claim online at "https://claims.travelguard.com/myclaim/us". For
your itinerary ***, we found that you purchase a Vacation Waiver. You
can only use the waiver once per product and traveler, for any reason, before
your departure date. For more information about the insurance that you
purchase, you can view this link at
"https://www.expedia.com/vacation-waiver-terms". Expedia replied
to Ms. and advised she needs to contact Expedia regarding the
cancellations.On May 23, 2020, Expedia emailed the hotel asking if
they would allow a refund for the reservation. On May 26, 2020, the hotel replied authorizing a full refund.After further review on June
26, 2020, Expedia reviewed the airline policy and based on *** Airlines and *** Airways COVID19 policy each flight itinerary
has a future travel credit. The future
travel credit must be completed by Sep 9, 2020. The customer needs to contact our Customer Service Department at 877-227-7481 to exchange the tickets. A refund of $1374.62 has been issued for the
hotel per their authorization to the original card that was charged.Our records indicate on March 4, 2020, Ms. or
an authorized user of the Expedia account, self-booked three round trip flights
on ***, departing on May 8, 2020 from New York,
NY to Cancun, Quintana Roo, Mexico, returning
on May 12, 2020, along with the Flight Protection Plan via ***. We can confirm on April 14, 2020, the
customer cancelled her flight via electronic form. Expedia emailed a
cancellation itinerary to the Expedia account which advised the airline credit as
$958.26 ($319.42 per traveler).After further review on June 26, 2020, Expedia
submitted a refund request electronically via the *** Airline system for $319.42
per traveler. *** Airline will process
the refund to the original card charged. (an 8-week refund timing still
applies but we expect airlines also to have delay in refunding.) Our records indicate on March 10, 2020, Ms. or an authorized user of the Expedia account,
self-booked one round trip flight on ***, departing on May 8, 2020 from New York, NY to Cancun,
Quintana Roo, Mexico, returning on May 12, 2020 along with the Flight
Protection Plan via ***.
After further review on June 26, 2020. Expedia
submitted a refund request electronically via the *** Airline system for
$342.43. *** Airline will process the
refund to the original card charged. (an 8-week refund timing still applies
but we expect airlines also to have delay in refunding.)Our records indicate on March 10, 2020, Ms. or an authorized user of
the Expedia account, self-booked one round trip flight on ***, departing on
May 8, 2020 from New York, NY to Cancun, Quintana Roo, Mexico, returning on May 12,
2020 via ***. We can confirm on April 14, 2020, the customer cancelled flight via electronic web
form. Expedia emailed customer advising, “Please note that cancellation can
only be made in adherence to the supplier’s policy. We have cancelled your reservation and
refunded you the full amount of 342.42 USD to the original form of payment. Published flight / agency air bookings 8-week
refund timing still applies but we expect airlines also to have delay in
refunding.”After further review on June 26, 2020, Expedia
reviewed the Expedia account and the airline records the itineraries are as follows:
***
- Based on the *** Airline and ***
Airways COVID19 policy each has a future travel credit and their policy states new
travel must be completed by Sep 9, 2020. The customer needs to contact our Customer Service Department to exchange
the tickets. A refund of $1374.62 has
been issued for the hotel per their authorization to the original card that was
charged
***
- the customer cancelled her flight via
electronic form. Expedia emailed a cancellation itinerary to the Expedia
account which advised the airline credit as $958.26 ($319.42 per traveler). June
26, 2020, Expedia submitted a refund request electronically via the ***
Airline system for $319.42 per traveler. *** Airline will process the refund to the original card charged. (an 8-week
refund timing still applies but we expect airlines also to have delay in
refunding.)
***- June 26,
2020 – Expedia submitted a refund request electronically via the *** Airline
system for $342.43. *** Airline will process
the refund to the original card charged. (an 8-week refund timing still
applies but we expect airlines also to have delay in refunding.)
*** - April 14, 2020, the customer cancelled flight via
electronic web form. Expedia emailed customer advising, “Please note that
cancellation can only be made in adherence to the supplier’s policy. We have cancelled your reservation and
refunded you the full amount of 342.42 USD to the original form of payment. Published flight / agency air bookings 8- week
refund timing still applies but we expect airlines also to have delay in
refunding.”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 and
*** Airways were 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. 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
fashion.Our Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of 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
Expedia is refusing to return money for a trip that was cancelled by the airline. I've called the airline, and they say Expedia is holding the money.
July 9, 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 like a
refund of $1100.00.Our records indicate on December 28, 2019, Ms. or an
authorized user of the Expedia account, self-booked a round trip flight on
*** departing on May 2, 2020 from Chicago, IL to Krakow, Poland and
returning on May 8, 2020, with a five night say at *** Apartments,
along with the Vacation Waiver via ***. We can confirm there were multiple calls
and email communications regarding the flight and hotel refund. The customer was advised the hotel was not
offering a refund. The hotel did offer a voucher for a future stay that is valid
until April 30, 2021. Expedia had to receive
authorization from *** regarding refunding the flight reservation. COVID19 has *** back up and their
response took some time to receive. Expedia
processed a refund for the flight on July 3, 2020 for $757.18.
After further
review on July 9, 2020, Expedia verified the refund
that was processed on July 3, 2020 did not go through the financial system. Expedia processed the flight refund for
$757.18 to VISA card ending ***. The
refund should appear within the next 30 days. Confirmed the transaction id of *** shows the refund being processed back to the financial institution.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. In addition, at the time of completing his booking on our website, Ms. 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