I ordered a round trip ticket from seattle to las vegas around Jan 26, 2020. I tried to request for cancellation around April 19,2020 because of the Covid19 Pandemic. the tickets here about $75 (seattle to las vegas), and about $188 (from las vegas to seattle) I had exchanged several emails with their staff trying to reason with them for a fair refund/compensation, after weeks of neglect and not being able to talk to anyone on the phone. The only compensation Expedia gave me was an email stating they might give me a store credit of $75 even though I paid about $263 dollars for the entire round trip. Also during the request for cancellation, there was no clear identification that the tickets cant be refunded once cancelled. Once that $75 credit was promised to me in an email, their staff went ahead and did the cancellation, and removed the flight without letting me respond. I then had to react out for a dispute with my credit card company, and they were not success because expedia provided proof that they dont need to refund the tickets after cancellation (BUT the cancellation was done by the staff, without reaching a fair agreement with me). During the despite with my credit card company, expedia then emails me saying they credit they promise me is now about $188, in which I responded, that is still not enough because I paid about $263 in total. In the end, I checked my Expedia app, and found out that no credit was sent to my account AT ALL. So I was given NO compensation for the flight cancellation despite me telling them that I am not planning to travel to USA any time soon with all the COVID19 PANDEMIC being the worse in the USA.
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 *** (Revdex.com case number ***) would like proof
that there is a full credit of $263.00.Our records indicate on January 19, 2020, Ms. *** or an authorized user of the Expedia account, self-booked a combined
one way fight on *** Airlines departing on June 23, 2020 from Seattle,
WA to Las Vegas, NV and returning on June 28, 2020 via ***. We can confirm from March 21, 2020
through June 1, 2020, there have been numerous emails between Expedia
and the customer since the customer requested to cancel and receive a refund
for her flights. On April 19, 2020
Expedia explained that *** Airline doesn’t offer a refund for the cancelled flight
but offers a future travel credit. Multiple emails were received from the
customer about her request for receiving a refund and clarification of the exact
amount of the credit. Expedia sent a detailed email on June 1, 2020 which
explained all the details of *** Airline COVID19 policy. After further review on July 9, 2020, Expedia
was able to confirm the price of the outbound flight was 75.76CAD and the
return credit is 187.56CAD. Those two amounts are the future travel credit amounts
available to the customer when the ticket is exchanged. The customer needs to contact our Customer
Service Department at 877-227-7481 when she is
ready to exchange her ticket. Per *** Airline new travel must be booked and
completed by June 22, 2021.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating 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 fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
We booked a family vacation to visit Orlando Florida in early March to attend Seaworld. Our hotel reservation through Expedia was at the *** by *** Hotel Orlando at SeaWorld, for Mar 14, 2020 - Mar 16, 2020. When the coronavirus broke out after we booked our vacation all theme parks were closed and hotels were canceling reservations. I contacted Expedia 24 hours before our scheduled hotel visit. We called them over 50 times within a 24 hour period to cancel our reservation. We were unable to reach any representative and we’re constantly hung up on or received busy signals. I ended up canceling through my account on their website. My husband is active duty with the army and was placed on a travel ban due to the COVID virus. I continued phoning Expedia but received busy signals and was constantly disconnected. I ended up calling the hotel directly and spoke to receptionist at *** Hotel in Orlando on the morning of March 13th and she said do to the Coronavirus they are refunding all fees but Expedia must complete the refund since I booked through them. She advised me to contact Expedia. I called exactly 22 times and was hung up on after being on hold everytime for at least 30 minutes. Finally got through to a customer rep named Jenny. She said all systems are down and to call back in 4 hours. I explained my situation and she said, “yes it will be refunded but call back so we can confirm through your itinerary.” I called back over twenty times and again no answer, I was even hung up on. I then submitted a formal request via their website for refund of my cancellation but have heard no response from Expedia.
On April 24th I contacted Daria with *** Corporate and she said all reservations through Expedia was refunded to them but it was up to Expedia to give customers back their money. She said listed on the *** website states that all reservations were refunded at no charge or penalty. I saved the screen image as well as my cancellation. She also gave me her listed phone numbers for Expedia customer service. So after waiting response from Expedia until April 24, 2020 I tried contacting their customer support again and got through to a costumer rep named Ruth she looked up my canceled itinerary and added note for me to be refunded in the form of a Voucher in the amount of $286 that would be added to my Expedia credit. Ruth said I would receive an email in one month at my @gmail.com address with instructions on how to add and use the credit. It has now been over a month and I have received no email, phone call, or mail from Expedia. When I look at this canceled reservation in my account via Expedia’s website it says refunded $286 but that is false. I received no voucher nor has my bank account been refunded. I’m hoping Revdex.com will have more clout into getting me answers and a refund. Thank you in advance for your assistance!
Expedia.com Response
• Aug 11, 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 *** by *** Hotel Orlando
at SeaWorld on March 01,2020 for arrival on March 14 and departure on March 16,
2020. At the time of booking the customer agreed to the following cancellation
policy: The room type
and rate selected are non-refundable. Should you change or cancel this
reservation for any reason, your payment will not be refunded.On March 13, 2020 the booking was cancelled online by our
customer with full penalty applied. On April 24, 2020 our customer reached out to customer care
to request a refund for this booking. Our customer care advised that the
booking was only eligible for a voucher and added a request to queue to have
one issued. On June 24, 2020 our customer contacted our representatives
to get a refund instead of a voucher for the stay. Our customer care contacted
the property and was able to get a waiver for the last night of the stay. A
refund of 150.87 USD was processed to the method of payment used when booking. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Unfortunately, as the hotel has billed for the first night
of the reservation, we are unable to offer a refund for the remaining amount on
the booking. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia
Team
In their website it didn’t say that motel rooms were for essential workers only. The motel wouldn’t let me stay. Expedia told me I have to wait 30 day’s to get a refund for a service I didn’t even get to use.
Expedia.com Response
• Jul 22, 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 on May 24, 2020 to stay at *** Lincoln
City for May 24-25, 2020. It is important to note that
Expedia is provided solely to assist customers in gathering travel information,
determining the availability of travel-related goods and services, and making
legitimate reservations. When a guest arrives for their stay it is the
responsibility of the hotel to uphold a positive guest experience with
integrity. Each individual property is responsible to make sure their alerts
and content are current. On May 24, 2020 our customer
care refunded our customer 106.28 USD after confirming the hotel was only
permitting essential workers to stay. Due to Covid-19 and the high volume of
travel disruptions, refunds may take longer than normal with a possibility of
as long as 30 days. Banks can legally withhold a refund for up to 30 days
before releasing it to the account.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
customer was refund the full amount for this booking. Unfortunately, we have no
control over how long it takes for a refund to process. Due to Covid-19 and the
high volume of travel disruptions, refunds may take longer than normal. It
appears our customer had an active dispute with their bank so the refund will
come from our customer bank during the chargeback process. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I have rented a car from 5/20 thru 5/24 with $50 Collision Damage Plan Insurance. However, I needed to returned the car early on 5/22. On May 22 at 2:30pm I called to get a refund for the Collision Insurance for the days I will not have the car. I spoke to Danis who was rude and provided poor customer service and very clearly disconnected the call when ask to speak a supervisor.
I called back right away and spoke to Jason who was very polite and provided excellent customer service; however, he was could not refund and when I asked for a supervisor he did transfer me to on hold for supervisor but I could not talk to a supervisor after I waited over 10 minutes. I will not be purchasing anything from Expedia anymore since I do not want to deal with a deceiving company practices like Expedia. I just want to get collision insurance refund for the days I will not have the car.
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 Mr. *** (Revdex.com case number ***) would like a
full refund for the car insurance.Our records indicate on May 20, 2020, Mr. or
an authorized user of the Expedia account, self-booked a four day rental car
with ***, picking up on May 20, 2020 and returning on May 24, 2020 along
the Collision Damage Plan via ***. We can confirm on May 22, 2020, the customer called in since he booked for
May 20-24, 2020. The customer states he
dropped the car off early and had the amount settled by settled for the car by
the car agency. He requested a refund
for the insurance. After further
review on June 25, 2020, Expedia reviewed
the Expedia account and the creation of the *** reservation. The Collision Damage Plan would have had to
be removed/cancelled prior to picking up the vehicle. The details of the Collision Damage Plan advised
it is not refundable after the vehicle has been picked up.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
I booked a trip to cancun as a PACKAGE round trip air and hotel. The flight to cancun is now a connecting when I booked direct. I booked this deal as a PACKAGE and it is now a part of it is not the same as the deal I purchased. I want a refund for the whole package 2,700 with tax came to 2,900. I have tried to contact edpedia repeadly with no luck.
I booked a room on Expedia.com. They have a price match guarantee if a lower price is found before the day of your stay. I found a lower price on their own site and submitted it with the proper direction. I could have just cancelled at no fee and rebooked, but their agent told me to use the price guarantee process instead, so I followed that direction. I received an email summary of my claim when submitted. I have called many times and waited on hold for hours. None of the phone reps or chat reps have access to my price guarantee claim. When I email no one responds. The initial claim summary promised a response within 48 hours and it has been over a week. Every rep I call there says they have no log of my claim and are not able to access email for me to forward the claim summary Expedia sent me.
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 *** Hotel for May 16-17,
2020 with free cancellation until 8:00 AM local hotel time, Friday, May 15,
2020.On May 14, 2020 our customer
submitted a request to match a lower rate found. Unfortunately, the request was
denied on May 15, 2020 because the screen shot provided did not show the dates
of stay, hotel name, number of occupants, total for the booking, or the website
where the lower rate was found. Our customer contacted our
customer care several more times between May 15 and June 25, 2020 in an attempt
to get the lower rate matched. 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
lower rate the customer found has be matched and a refund of 134.89 USD was
processed to the method of payment used when booking. 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 received an email from Expedia Sunday morning (5/24/2020) informing me that my flight was cancelled due to the Coronavirus and that I could choose another flight option. However, these alternate flight do not work with my schedule. I contacted an Expedia agent via the online chat feature and she let me know that there was only one other flight option available to me, which was leaving BOS in the afternoon (I was previously leaving in the early morning). I informed her that this option didn’t work for me and that I would cancel and take a refund but she informed me that I would only be able to receive a credit through *** Airline’s policy which doesn’t make sense since I bought the ticket through Expedia and my original flight was cancelled due to Coronavirus. She also told me that I could try to submit for a refund through *** Airlines, but when I tried to do that the only option that I had was to receive a future credit as well. The flight has not yet been officially cancelled but I absolutely believe that I deserve a refund considering the situation.
Expedia.com Response
• Jul 08, 2020
July 8, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting to a full refund due to the COVID-19.
Our records indicate that on March 8, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines on July 3, 2020, from Los Angeles, CA to Seoul, South
Korea.
When researching this matter we were able to determine that *** Airlines processed a full refund on June 25, 2020, for the amount of $1,014.80 USD.
The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mrs. experience was not as we would have hoped, we have resolved the 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,Dez ***Corporate Correspondence Team
Customer Response
• Jul 09, 2020
Complaint: ***
I am rejecting this response because:
The referenced itinerary is incorrect. I had purchased a ticket from
BOS to ROA. I did not purchase a ticket outside the US to Asia.
However, I did receive a refund for my ticket.
Sincerely
Expedia.com Response
• Jul 19, 2020
July 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mrs. (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/or resolution offered.Our records indicate that on March 8, 2020, Mrs., or an authorized user of her Expedia account, self-booked a package reservation using Expedia website, under itinerary *** for two travelers. Departure on *** Airlines from Boston, MA to Roanoke, VA on June 5, 2020 and returning on June 7, 2020 with an added car rental from Enterprise in Roanoke, Virginia.When researching this matter we were able to determine that *** Airlines processed a full refund on June 25, 2020, for the amount of $1,014.80 USD. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds. While we regret that Mrs. experience was not as we would have hoped, we have resolved the 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,Dez ***Corporate Correspondence Team
Customer Response
• Jul 20, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Trying to get Expedia to handle a refund on flight insurance for a canceled flight and they were unwilling and claimed to be unable to do anything beyond the 15 day window of cancellation, despite the extraordinary circumstances. Supervisor I spoke with after a long wait was clueless. Poor customer service from a company all to willing to take your money up front. I think I will go back to making my reservations directly with the airline.
I booked a hotel through expedia.com website. Upon arrival to the hotel, I am horrified to realize that the hotel is not even open for business. Even the parking lot was blocked off. I immediately contacted Expedia customer service to get a refund so I could get a room somewhere else. Expedia offered no refund or alternative remedy. I have contacted several times and have not been helped at all. I was charged for a service/product that was not even available.
Expedia.com Response
• Jun 24, 2020
June 24, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a refund request for a hotel reservation.
After researching Mr. case we were able to see that Expedia processed a refund for his itinerary on May 25, 2020. Mr. was advised that the refund was made to his card and would take up to five business days before the refund would show on his account.
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Mr. Expedia account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
I am an Expedia Rewards customer. I booked 4 different stays on their website. It states that if you find a price lower within 24 hours of booking, Expedia would refund the difference and also provide the customer a $50 gift card. The system would not allow me to complete the required form on line. I have tried contacting Expedia through their online chat on multiple times. I am always told by the chat representative that they cannot assist me & will get someone to assist me but I never get any assistance.
Expedia.com Response
• Jun 25, 2020
June 25, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a hotel reservation.
Upon researching the customer’s complaint, we were not provided with the Expedia itinerary number. The email address provided is linked to an Expedia account which holds multiple itinerary numbers. We ask that Ms. reviews the itinerary number she wishes us to review before we continue so we may provide any details if possible.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342 for immediate assistance.
Was helped at time of reservation back in December of 2019 by Expedia and a woman by phone who told me at time of booking and helping me with my info that I would receive *** pts for my weeklong vacation stay by booking with Expedia this way and to call back on April 10 at *** to make sure pts were added. Which I did but due to COVID that was not possible. She put notes in system saying just this to verify.
After finally getting through on may 24 I have gotten the run around and had to call back several times after getting disconnected and still no points have been added. Terrible company. Terrible customer service. We have a business and would never treat our customers this way.
Expedia.com Response
• Jun 23, 2020
June 23, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding (“***”) Expedia rewards. We understand Ms. is requesting approximately (“***”) points to be applied to her Expedia rewards account. By opting to enroll into the Expedia rewards program Ms. acknowledged that she read and accepted the below Rules & Restrictions under Expedia’s Terms of Use:Expedia allows points from selected loyalty programs (“Points Programs”) to be redeemed for certain travel-related goods and services on the Website. If you use or register to use any points on the Website these terms and conditions apply. To be eligible to use points on the Website, you must have an Expedia.com account, you must have an eligible account with the provider of the Points Program that is active and in good standing, and your purchase must exceed minimum transaction value for the use of your points (if any).For Points Programs other than Expedia Rewards (Your Expedia Rewards account is automatically linked to your Expedia.com account), your Points Program account (“Account”) will be linked to your Expedia.com account during the registration process on the Website. Expedia reserves the right, in its sole discretion, to deny registration, de-link your Account, or terminate your ability to use points on Expedia.com for any reason. During and after registration, the Points Program provider may provide Expedia with information about your Account, including your points balance.Rewards Account Overview:Name: ***Membership Number: ***Member Since: ***On December 29, 2019, Ms. contacted Expedia to discuss the rewards program since she did not earn points for her purchase. We reviewed the following hotel stay booked under ***; the date of purchase is December 28, 2019. However, customers who are enrolled in the Expedia Rewards Program earn points when booking (as long as they are signed into their account). We can confirm that Ms. enrolled in the Rewards program (24) hours after she booked the reservation. Therefore, the rewards points will not be automatically added (35) days after travel is completed. We informed Ms. that she may contact Expedia (35) days post travel and the Reward points will be manually added as an exception.
On May 24, 2020, Ms. contacted Expedia to request the point adjustment to be processed based on her previous call. Therefore, the manual adjustment for (“***”) in Rewards points as qualified was about to be issued. Regrettably, the call dropped with Ms., before the point adjustment could be completed. We made an attempt to reach Ms., however, she was unavailable when we called her back.
On June 23, 2020, as a courtesy Expedia issued (“***”) in Rewards points to Ms.’s Expedia Rewards account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ***
I booked a vacation package to the Bahamas through Expedia.com. Due to the COVID-19 pandemic the airline has cancel my flights and the hotel canceled my reservation because they are closed until Auguat 1, 2020, my trip was scheduled from June 28th to July 4th. I have contacted Expedia numerous times but they are refusing to process a refund for the hotel stay because according to them the hotel is refusing to do so. I have contacted the hotel they explained that Expedia collected my payment and they will have to issue the refund they also stated that my hotel stay has been canceled because the property is closed until August 1st. I have a confirmation from the hotel that the reservation is canceled on the other hand Expedia still showing a confirmed reservation on my itinerary.
Expedia.com Response
• Jul 09, 2020
July 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a six night stay at the ***, New Providence for three adults, checking in on June 28, 2020. We understand Ms. is requesting a refund.We
have contacted the hotel multiple times and was advised they are not allowing
refunds for the reservation. We have been advised the customer may re-book for a
future date from July 1, 2020 through December 31, 2020 without the penalty of
the original purchase amount. However, we are unable to make changes to a cancelled reservation and have emailed the hotel asking if the customer may be coupon eligible to re-book at
the Warwick at a later date.As you may know, Expedia acts as an
independent agent for reservations for airlines, car rental companies, and hotels.
When the customer 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. When we receive a response from the hotel, we will
contact the customer with any updates. Please be advised, refunds or credits
are not a guarantee and subject to approval by the property. 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
Complaint: ***
I am rejecting this response because:
I did not canceled the reservation. The reservation was canceled because both the country of Bahamas and the hotel being closed due to the pandemic.
I have been contacting both expedia and the Hotel since the month of May. The hotel sent me an email with a cancellation number and when I called them they stated that Expedia charged my credit card therefore they had to issue me a refund not the hotel. I just want to make clear that I did not canceled the reservation instead it was canceled by the hotel. Just like my flight was canceled by the airline and they issued a refund for my tickets.
I booked flights for my parents to go to Spain in June and Expedia is refusing to issue refunds. I have no interest in getting the airline credit they are offering me. The flight / reservation has already been cancelled by the airline.
Expedia.com Response
• Jul 09, 2020
July 8,
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 tickets with *** for an open jaw trip to Madrid,
Spain, departing from Barcelona, Spain, starting on June 23, 2020.Our records
show that the flight was canceled by *** on May 16, 2020. It does not
reflect a schedule change. We contacted the airline to advocate on
behalf of the customer, and were advised that a refund is not available. The
airline advised that the ticket can be used towards new flights departing from the
same country of origin, for the same passengers, on ***, if rebooked by
April 29, 2020, and with travel completed by August 30, 2021. Under these circumstances
a change fee will not apply.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 09, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I've been an Expedia user for years.
I've used your platform yearly to book international flights and hotels for me, my husband and my parents over the years.
Unfortunately the customer service has been extremely disappointing during this pandemic.
The only thing I'm asking for is a full refund (for a total of approximately $1,350 USD).
Itinerary: *** As the flight was leaving from Spain, I know as a fact that I'm entitled €600 under law 261.
I could also escalate things with my credit card and request a refund for a service that is not available.
It is my choice to do none of that at the moment, I am hoping that Expedia will value my years as a customer and provide a better solution.
I will NOT take airline credit. *** told me that since I booked through Expedia, you were responsible of handling this reservation.
Thank you for your time and looking forward to hearing from you.
***.
Expedia.com Response
• Jul 16, 2020
July 16, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the additional
comments. We are responding to the consumer complaint number *** from
***.While it is correct that Expedia is handling the servicing
of the tickets, we are still required to following the terms and conditions of
the airline. Expedia is not able to override any of the terms and conditions.
Refunds may only be provided as per the terms and conditions of the airfare or
with a waiver from the airline.*** advised that the flight had not been canceled
by them prior to the flights being canceled in the record. They reviewed the data
for the flight scheduled and did not find irregularities. Due to the pandemic, voluntary cancelations of flights were
being granted a waiver for the change fee only. Refunds were not offered for
flights that are not canceled by the airline. Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jul 18, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Dear Denise,
Is there anyone else I can talk to about this issue?
At this point it is pretty clear that Expedia is willing to use false statements to avoid taking responsibility which is truly disappointing.
You mention that:
"Refunds were not offered for flights that are not canceled by the airline".
You also mention that:
"They reviewed the data for the flight scheduled and did not find irregularities.
Due to the pandemic, voluntary cancelations of flights were being granted a waiver for the change fee only."
I have an email from Expedia clearly stating that the Airline cancelled the flight, so your statement is demonstrably false (please see attachment).
"La ***línea canceló tu vuelo" = The airline cancelled your flight.
I have never agreed to take Airline credit (feel free to share with the Revdex.com any kind of documentation from ***/Expedia that I accepted or requested a voucher instead of a refund or that I voluntarily cancelled my reservation).
You will probably not find it because such document does not exist.
According to European Rule 261: travelers have the right to request reimbursement for cancelled flights instead of accepting vouchers, re-routes or alternate travel dates.
Am I entitled a refund?
"Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel."
What if I purchased or reserved my ticket through a travel agent or online travel agency?
"If you purchased your ticket through an online travel agency (or other agent), you should contact the travel agent directly to obtain a refund before contacting the airline".
I paid Expedia for a service I didn't receive. Until I get a full refund, this is fraud.
If *** is lying to you, stop offering their services. That is Expedia's choice to make, not mine.
Please let me know when my refund has been processed.
And please don't lie to customers. It truly only makes everything worse.
Thank you,
***.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Booked *** reservation with "***" in *** for 20-27 June 2020. Hotel normally has a policy of 30 day advance cancellation to get 100% refund. However I spoke with hotel manager 60 days in advance to ask how they would handle my refund OR re-booking if the Cayman government would not let me travel there for my vacation. Lisa (hotel manager) wrote and said if Cayman government extended closure past my date they will offer 100% refunds or credit amount to re-booking at a a later date - my choice (and I have the email as proof). Recently Cayman government extended travel ban to incoming tourists to 30 Sep 20 from the previously announced 31 May 20, so now I cannot complete my 20-17 June trip. Went to Expedia to cancel and they seem to be enforcing 30 day advance notice requirement regardless and say they will only refund 50%. But then again, they refuse to communicate with me using a real person. I need assistance getting resolution please. The 30 day policy is NOT Expedia's; it is the Hotel's. Hotel has said they have suspended the 30 day notice for the duration that *** is closed to arrivals, but somehow Expedia is not getting the message. Please communicate with them to explain.
Customer Response
• Jun 03, 2020
Hello,
The complaint referenced below, #***, is currently being resolved to my satisfaction. I therefore wish to reflect it as such in your system.
I have contacted Expedia.com customer service on several occasions regarding my cancellation for a flight in July going from New York to Aruba. I requested to cancel this reservation once and was told that I have to wait because the hotel was not responding in regards to the cancellation. I was told by the Expedia.com customer service representative that the hotel has a non-refund policy. But due to the current pandemic I feel unsafe traveling and was told that the airlines OK the cancellation and the car rental okayed the cancellation. The
Hotel has been unresponsive since March when I tried to email them and receive nothing back. I am constantly told to wait until the hotel responds. But the hotel hasn’t been responding for two weeks now so how long do I have to wait?
This is a health issue . I want my package deal canceled completely.
Expedia.com Response
• Jul 08, 2020
July 8, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a packaged
reservation. Our records reflect a round-trip fare with *** airlines,
an 11 night stay at ***
*** in Noord, Aruba, and a car rental with *** Rent A Car. We understand Ms.
*** is requesting a refund.On
May 28, Expedia processed a refund for the *** car rental in the amount of
$574.87. A refund for the ***
*** in the amount of $882.42 on June 29. And the flight reservation has
been processed in full for the amount of $955.55 on May 30. No
further action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 08, 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.
never able to use earned points, even when I follow there guide lines, of booking with them on their site. using my points are never an option
Expedia.com Response
• Jul 09, 2020
July 8,
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 is an Expedia Silver rewards member with ***. Expedia account members
can use their points when logged into their account online, towards any booking
that is prepaid through Expedia. We also offer the option to book with an
agent. The points would apply towards the booking, and any additional amount
due would be paid by credit card.Expedia
does not provide a cash value for unused points. The points in the account will
expire November of 2021. 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
A year ago we needed to cancel a trip due to a death in the family. We purchased travel insurance through Expedia’s third party seller. At the time of our trip, we were told we would only be granted a refund for either the hotel or the airfare. We fought with Expedia and were able to obtain a credit for whatever was not refunded through the travel insurance. Our credit is about to expire, so we are trying to use it. We were on the phone with Expedia for about 2 hours and were given instructions that in order to use the credit, we must book a trip online and then call customer service to apply the credit to the existing trip reservation. Expedia sent us an email with a reference number for our credit, and instructions on how to apply the credit. As the instructions in the email stated, we booked a new trip through Expedia and wrote down the trip itinerary number. Then we called the given phone number in the email with instructions to apply the credit to our new reservation. The result of following Expedia’s instructions to apply the credit was 5 hours of frustration. We spoke with multiple customer service representatives who kept on transferring us to different departments. We had our credit reference number and the new trip itinerary number handy to make applying the credit towards a new reservation easy, and no one we spoke with at Expedia was willing to help us apply our credit. We then contacted Expedia via Facebook. The result was that Expedia customer service called us, and once again they transferred us from department to department and were unwilling to apply our credit. The credit expires today. We have been on the phone with Expedia on three separate days, have spoken with various customer service representatives and supervisors, and have been on hold for a total of 7 plus hours. No one at Expedia customer service has been able to assist us with applying our credit, and now our credit will be expiring which means Expedia will have our money in exchange for no service.
Expedia.com Response
• Jul 09, 2020
July 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a package on April 26, 2019, for Seattle, Washington, including
combined one way flights for two passengers departing with *** Airlines,
returning with *** Airlines, and vacation waiver coverage. The hotel
booking was refunded in full on May 23, 2020. *** Airlines
is a carrier that requires the customer to contact them directly with any
change or cancellation requests. The airlines phone number is located on the
customers email purchase confirmation, as well as advice to contact them
directly. ***
Airlines would have allowed credit towards new travel completed by May 26,
2020, if the tickets were canceled prior to the departure date. At this time,
the tickets are purged and cannot be used towards a new flight.The
vacation waiver coverage is nonrefundable. Expedia doesn’t provide compensation
for travel expenses. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate
Correspondence Team
Flights booked were cancelled not by our choice but by government regulations closing US Canada borders. We paid money charged to our credit card for the cancelled flights and should be refunded the same way with refund credit directly to our credit card. Our ages of 71 and 76 will not allow us to even consider future travel by airlines outside Canada due to increased exposure and no health support by Canada and British Columbia medical regulations for travel outside Canada and no available medical coverage should we become ill during travel outside our country.
Expedia.com Response
• Jul 01, 2020
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer had two tickets with *** to travel on March 29, 2020 from Santa
Barbara, CA, USA to Victoria, BC, Canada. The flights
were still operating on March 21, 2020 when it was canceled by the customer. We
have submitted the refund request to *** and they will contact the customer
via email directly. While we understand that restrictions were put in place on a
temporary basis that affected many passengers, refund digression if that of the
airline. We hope the customer understands that we are unable to supersede their
authority. 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
On 3/1/20, I purchased airline tickets for three people on the same flights from Expedia for $153.90 each (total of $461.70). I received a refund for one but not the other two. I have tried numerous time to get a refund for all three and am left with no other choice
Expedia.com Response
• Jun 24, 2020
June 24,
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 three flights on three separate itineraries, numbered ***,
*** and ***. Each ticket was with *** Australia for
travel to Launceston, ***, Australia on May 19, 2020, with a return from Hobart,
***, Australia on May 23, 2020.Due to
the pandemic, and as per Airline Reporting Corporation, *** Australia is
processing their own refunds. Multiple airline carriers are following this
process. We
reviewed the records and found that one ticket had been taken over by them. The
other two have not been updated yet. We resubmitted the request to the airline
to process the refund of the two open tickets. We were notified of the
following:Thank you
your request has been submitted. As you are aware we have temporarily paused
issuing refunds while we wait for direction from the administrator. There is no
further action required from you at this stage, we will be in touch with
further information shortly. We appreciate your patience and ongoing support.The global
pandemic has caused an unprecedented number of cancelations, refunds and flight
changes. We regret any inconvenience and do not have control over the processing
time. We hope for your patience and understanding.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Complaint Detail / Problem
Complaint Type:
Billing or Collection IssuesselectProblem:I worked through Revdex.com to resolve this issue once and after it had been resolved, they recharged my card more than five months later. I purchased three tickets through Expedia for $461.70. The flights were on *** Australia who cancelled the flights. I requested a refund and was provided. The airline then filed bankruptcy and I was recharged. Resolved through Revdex.com and was credited and have been refilled again.Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Credit of $461.70and commitment not to recharge my account later
Expedia.com Response
• Aug 09, 2020
August 9, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the additional comments for complaint number *** from
***.As previously advised: The customer purchased three flights
on three separate itineraries, numbered ***, *** and
***. Each ticket was with *** Australia for travel to Launceston,
***, Australia on May 19, 2020, with a return from Hobart, ***, Australia on
May 23, 2020.*** Australia is the merchant of record who processed
the credit card charges for the flight reservations that *** American was
offering and providing. Additionally, *** Australia has taken over the processing
of their own refunds. Providing a refund of the tickets is not under the
control of Expedia. Previously, the customer advised that she received a refund
for one of the three tickets. Our records show that the customer had a chat conversation
with Expedia. Our agent assisted the customer by going to the airlines website
to request the airline process the refund the customer asked for. We saw on
June 23, 2020 that one of the three tickets in question was updated to
suspended status, and the other two were in open status. When an airline takes
over a ticket they change the status to prevent duplicate processing.On June 23, 2020 Expedia was unable to reach the airline to
speak to anyone. They did not have a phone line that was taking calls. We
resubmitted the refund requests for two tickets that were in open status. The
information on the website stated that their response would not be provided
right away as they were verifying what actions their governing body requires.As of August 9, 2020 a second of the tickets is updated to
suspended status. The airline now has an email address where we can reach out
to their revenue department to make the requests and follow up. We have
requested that any refunds not provided be completed and that they provide
Expedia an accounting of any refunds and reasons.Expedia is not aware of the customers credit card dispute
or the multiple outcomes the customer noted. The customer would need to contact
their credit card company directly to discuss the outcomes they mentioned. Please
consider that multiple requests might cause multiple responses where requests
are denied because they were already processed.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
After *** has cancelled our trip on April 10, 2020 due to CVID-19, we requested a refund.
At that point expedia has told us that they have changed their rules and regulation and said that they cannot refund us
Expedia.com Response
• Jun 24, 2020
June 24,
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 airline tickets for three passengers with *** on
September 11, 2019, for travel from New York, NY, USA to Madrid, Spain on April
10, 2020. An inbound flight was for return on April 17, 2020. The fare
rules of the tickets purchased included that cancelation could be made for 200
Euros per ticket; however, the cost per ticket was less than 200 Euros, making
the tickets nonrefundable. Changes are allowed per the fare rules at 100 Euros
per direction, with a total of two directions, as the tickets are unused.On March
26, 2020 *** canceled both flights that the customer purchased. We
reviewed availability for other flight options. No other flights were available
to provide via *** within a few days prior or later. We attempted
to contact the airline and were not able to reach them. The airline closed the
ability of agencies to refund their tickets via the Global Distribution System
(GDS) where they offer their tickets for purchase. As of
June 24, 2020, Airline Reporting Corporation (ARC) has the airline listed as still
having GDS closed for refund processes. The information available says to
contact the airline directly for instructions for refunds.We
contacted their agency support and were unable to reach anyone. The voicemail
was full. We contacted their customer service at 1-800-344-6726. They
acknowledged that the flights had been canceled by the airline. They stated that
they are not allowing penalty waivers for refunds, but would allow the penalty
waiver of the change fee for tickets rebooked by October. They further explained
that all of their flights were canceled due to the pandemic because of changed
government regulations, and that they were not providing waivers to refund as
the situation was unprecedented.We regret
that we were unable to facilitate the refund the customer requested. We hope
you understand that we offer items for purchase from travel suppliers. The terms
and conditions for those items come directly from the suppliers, are not within
our control and we are unable to override the supplier. 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 25, 2020
Complaint: ***
I am rejecting this response because:The cost of the tickets were $1917.09 and not less than 200 euro, Expedia manager offered to cancel the tickets for $ 217.42 once the airline had cancelled the flight and we accepted. We then were informed that the airline were going to refund us the full amount of $ 1971.09 and that there was no need to going further with the cancellation and that in 10 weeks we were going to get a full refund, that was confirmed by several expedia manager from the date of cancellation up to recently on May 28th.
At this point we would take the $ 1753.67 which is the remains of the full amount paid minus the cancellation fee of 217.42
Sincerely
Expedia.com Response
• Jul 01, 2020
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number *** from ***.There
were three tickets. Each ticket was USD $657.03. The amount of $657.03 breaks
down to $189.00 in fare per ticket, and $468.03 in taxes. The total cost for
all three tickets was $1971.09. We apologize for the mistype of the value on
the previous reply.With the
air fare being less than the penalty, the tickets would be nonrefundable if a
refund was requested under normal circumstances. Refunding taxes is not available
for these tickets. We
understand that the refund request was due to the flights being canceled by the
airline, but we do not have control of the tickets. However, *** is
the only entity that can process a refund of the tickets at this time. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I ordered a round trip ticket from seattle to las vegas around Jan 26, 2020. I tried to request for cancellation around April 19,2020 because of the Covid19 Pandemic. the tickets here about $75 (seattle to las vegas), and about $188 (from las vegas to seattle) I had exchanged several emails with their staff trying to reason with them for a fair refund/compensation, after weeks of neglect and not being able to talk to anyone on the phone. The only compensation Expedia gave me was an email stating they might give me a store credit of $75 even though I paid about $263 dollars for the entire round trip. Also during the request for cancellation, there was no clear identification that the tickets cant be refunded once cancelled. Once that $75 credit was promised to me in an email, their staff went ahead and did the cancellation, and removed the flight without letting me respond. I then had to react out for a dispute with my credit card company, and they were not success because expedia provided proof that they dont need to refund the tickets after cancellation (BUT the cancellation was done by the staff, without reaching a fair agreement with me). During the despite with my credit card company, expedia then emails me saying they credit they promise me is now about $188, in which I responded, that is still not enough because I paid about $263 in total. In the end, I checked my Expedia app, and found out that no credit was sent to my account AT ALL. So I was given NO compensation for the flight cancellation despite me telling them that I am not planning to travel to USA any time soon with all the COVID19 PANDEMIC being the worse in the USA.
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 *** (Revdex.com case number ***) would like proof
that there is a full credit of $263.00.Our records indicate on January 19, 2020, Ms. *** or an authorized user of the Expedia account, self-booked a combined
one way fight on *** Airlines departing on June 23, 2020 from Seattle,
WA to Las Vegas, NV and returning on June 28, 2020 via ***. We can confirm from March 21, 2020
through June 1, 2020, there have been numerous emails between Expedia
and the customer since the customer requested to cancel and receive a refund
for her flights. On April 19, 2020
Expedia explained that *** Airline doesn’t offer a refund for the cancelled flight
but offers a future travel credit. Multiple emails were received from the
customer about her request for receiving a refund and clarification of the exact
amount of the credit. Expedia sent a detailed email on June 1, 2020 which
explained all the details of *** Airline COVID19 policy. After further review on July 9, 2020, Expedia
was able to confirm the price of the outbound flight was 75.76CAD and the
return credit is 187.56CAD. Those two amounts are the future travel credit amounts
available to the customer when the ticket is exchanged. The customer needs to contact our Customer
Service Department at 877-227-7481 when she is
ready to exchange her ticket. Per *** Airline new travel must be booked and
completed by June 22, 2021.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating 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 fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
We booked a family vacation to visit Orlando Florida in early March to attend Seaworld. Our hotel reservation through Expedia was at the *** by *** Hotel Orlando at SeaWorld, for Mar 14, 2020 - Mar 16, 2020. When the coronavirus broke out after we booked our vacation all theme parks were closed and hotels were canceling reservations. I contacted Expedia 24 hours before our scheduled hotel visit. We called them over 50 times within a 24 hour period to cancel our reservation. We were unable to reach any representative and we’re constantly hung up on or received busy signals. I ended up canceling through my account on their website. My husband is active duty with the army and was placed on a travel ban due to the COVID virus. I continued phoning Expedia but received busy signals and was constantly disconnected. I ended up calling the hotel directly and spoke to receptionist at *** Hotel in Orlando on the morning of March 13th and she said do to the Coronavirus they are refunding all fees but Expedia must complete the refund since I booked through them. She advised me to contact Expedia. I called exactly 22 times and was hung up on after being on hold everytime for at least 30 minutes. Finally got through to a customer rep named Jenny. She said all systems are down and to call back in 4 hours. I explained my situation and she said, “yes it will be refunded but call back so we can confirm through your itinerary.” I called back over twenty times and again no answer, I was even hung up on. I then submitted a formal request via their website for refund of my cancellation but have heard no response from Expedia.
On April 24th I contacted Daria with *** Corporate and she said all reservations through Expedia was refunded to them but it was up to Expedia to give customers back their money. She said listed on the *** website states that all reservations were refunded at no charge or penalty. I saved the screen image as well as my cancellation. She also gave me her listed phone numbers for Expedia customer service. So after waiting response from Expedia until April 24, 2020 I tried contacting their customer support again and got through to a costumer rep named Ruth she looked up my canceled itinerary and added note for me to be refunded in the form of a Voucher in the amount of $286 that would be added to my Expedia credit. Ruth said I would receive an email in one month at my @gmail.com address with instructions on how to add and use the credit. It has now been over a month and I have received no email, phone call, or mail from Expedia. When I look at this canceled reservation in my account via Expedia’s website it says refunded $286 but that is false. I received no voucher nor has my bank account been refunded. I’m hoping Revdex.com will have more clout into getting me answers and a refund. Thank you in advance for your assistance!
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 *** by *** Hotel Orlando
at SeaWorld on March 01,2020 for arrival on March 14 and departure on March 16,
2020. At the time of booking the customer agreed to the following cancellation
policy: The room type
and rate selected are non-refundable. Should you change or cancel this
reservation for any reason, your payment will not be refunded.On March 13, 2020 the booking was cancelled online by our
customer with full penalty applied. On April 24, 2020 our customer reached out to customer care
to request a refund for this booking. Our customer care advised that the
booking was only eligible for a voucher and added a request to queue to have
one issued. On June 24, 2020 our customer contacted our representatives
to get a refund instead of a voucher for the stay. Our customer care contacted
the property and was able to get a waiver for the last night of the stay. A
refund of 150.87 USD was processed to the method of payment used when booking. Conclusion/Resolution:We would like to offer our apologies for any inconvenience
this may have caused the customer. Unfortunately, as the hotel has billed for the first night
of the reservation, we are unable to offer a refund for the remaining amount on
the booking. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia
Team
In their website it didn’t say that motel rooms were for essential workers only. The motel wouldn’t let me stay. Expedia told me I have to wait 30 day’s to get a refund for a service I didn’t even get to use.
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 on May 24, 2020 to stay at *** Lincoln
City for May 24-25, 2020. It is important to note that
Expedia is provided solely to assist customers in gathering travel information,
determining the availability of travel-related goods and services, and making
legitimate reservations. When a guest arrives for their stay it is the
responsibility of the hotel to uphold a positive guest experience with
integrity. Each individual property is responsible to make sure their alerts
and content are current. On May 24, 2020 our customer
care refunded our customer 106.28 USD after confirming the hotel was only
permitting essential workers to stay. Due to Covid-19 and the high volume of
travel disruptions, refunds may take longer than normal with a possibility of
as long as 30 days. Banks can legally withhold a refund for up to 30 days
before releasing it to the account.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
customer was refund the full amount for this booking. Unfortunately, we have no
control over how long it takes for a refund to process. Due to Covid-19 and the
high volume of travel disruptions, refunds may take longer than normal. It
appears our customer had an active dispute with their bank so the refund will
come from our customer bank during the chargeback process. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I have rented a car from 5/20 thru 5/24 with $50 Collision Damage Plan Insurance. However, I needed to returned the car early on 5/22. On May 22 at 2:30pm I called to get a refund for the Collision Insurance for the days I will not have the car. I spoke to Danis who was rude and provided poor customer service and very clearly disconnected the call when ask to speak a supervisor.
I called back right away and spoke to Jason who was very polite and provided excellent customer service; however, he was could not refund and when I asked for a supervisor he did transfer me to on hold for supervisor but I could not talk to a supervisor after I waited over 10 minutes. I will not be purchasing anything from Expedia anymore since I do not want to deal with a deceiving company practices like Expedia. I just want to get collision insurance refund for the days I will not have the car.
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 Mr. *** (Revdex.com case number ***) would like a
full refund for the car insurance.Our records indicate on May 20, 2020, Mr. or
an authorized user of the Expedia account, self-booked a four day rental car
with ***, picking up on May 20, 2020 and returning on May 24, 2020 along
the Collision Damage Plan via ***. We can confirm on May 22, 2020, the customer called in since he booked for
May 20-24, 2020. The customer states he
dropped the car off early and had the amount settled by settled for the car by
the car agency. He requested a refund
for the insurance. After further
review on June 25, 2020, Expedia reviewed
the Expedia account and the creation of the *** reservation. The Collision Damage Plan would have had to
be removed/cancelled prior to picking up the vehicle. The details of the Collision Damage Plan advised
it is not refundable after the vehicle has been picked up.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
I booked a trip to cancun as a PACKAGE round trip air and hotel. The flight to cancun is now a connecting when I booked direct. I booked this deal as a PACKAGE and it is now a part of it is not the same as the deal I purchased. I want a refund for the whole package 2,700 with tax came to 2,900. I have tried to contact edpedia repeadly with no luck.
The issue has been resolved
I booked a room on Expedia.com. They have a price match guarantee if a lower price is found before the day of your stay. I found a lower price on their own site and submitted it with the proper direction. I could have just cancelled at no fee and rebooked, but their agent told me to use the price guarantee process instead, so I followed that direction. I received an email summary of my claim when submitted. I have called many times and waited on hold for hours. None of the phone reps or chat reps have access to my price guarantee claim. When I email no one responds. The initial claim summary promised a response within 48 hours and it has been over a week. Every rep I call there says they have no log of my claim and are not able to access email for me to forward the claim summary Expedia sent me.
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 *** Hotel for May 16-17,
2020 with free cancellation until 8:00 AM local hotel time, Friday, May 15,
2020.On May 14, 2020 our customer
submitted a request to match a lower rate found. Unfortunately, the request was
denied on May 15, 2020 because the screen shot provided did not show the dates
of stay, hotel name, number of occupants, total for the booking, or the website
where the lower rate was found. Our customer contacted our
customer care several more times between May 15 and June 25, 2020 in an attempt
to get the lower rate matched. 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
lower rate the customer found has be matched and a refund of 134.89 USD was
processed to the method of payment used when booking. 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
I received an email from Expedia Sunday morning (5/24/2020) informing me that my flight was cancelled due to the Coronavirus and that I could choose another flight option. However, these alternate flight do not work with my schedule. I contacted an Expedia agent via the online chat feature and she let me know that there was only one other flight option available to me, which was leaving BOS in the afternoon (I was previously leaving in the early morning). I informed her that this option didn’t work for me and that I would cancel and take a refund but she informed me that I would only be able to receive a credit through *** Airline’s policy which doesn’t make sense since I bought the ticket through Expedia and my original flight was cancelled due to Coronavirus. She also told me that I could try to submit for a refund through *** Airlines, but when I tried to do that the only option that I had was to receive a future credit as well. The flight has not yet been officially cancelled but I absolutely believe that I deserve a refund considering the situation.
July 8, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting to a full refund due to the COVID-19.
Our records indicate that on March 8, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for one traveler. Departure on *** Airlines on July 3, 2020, from Los Angeles, CA to Seoul, South
Korea.
When researching this matter we were able to determine that *** Airlines processed a full refund on June 25, 2020, for the amount of $1,014.80 USD.
The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mrs. experience was not as we would have hoped, we have resolved the 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,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The referenced itinerary is incorrect. I had purchased a ticket from
BOS to ROA. I did not purchase a ticket outside the US to Asia.
However, I did receive a refund for my ticket.
Sincerely
July 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mrs. (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/or resolution offered.Our records indicate that on March 8, 2020, Mrs., or an authorized user of her Expedia account, self-booked a package reservation using Expedia website, under itinerary *** for two travelers. Departure on *** Airlines from Boston, MA to Roanoke, VA on June 5, 2020 and returning on June 7, 2020 with an added car rental from Enterprise in Roanoke, Virginia.When researching this matter we were able to determine that *** Airlines processed a full refund on June 25, 2020, for the amount of $1,014.80 USD. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds. While we regret that Mrs. experience was not as we would have hoped, we have resolved the 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,Dez ***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
Trying to get Expedia to handle a refund on flight insurance for a canceled flight and they were unwilling and claimed to be unable to do anything beyond the 15 day window of cancellation, despite the extraordinary circumstances. Supervisor I spoke with after a long wait was clueless. Poor customer service from a company all to willing to take your money up front. I think I will go back to making my reservations directly with the airline.
I booked a hotel through expedia.com website. Upon arrival to the hotel, I am horrified to realize that the hotel is not even open for business. Even the parking lot was blocked off. I immediately contacted Expedia customer service to get a refund so I could get a room somewhere else. Expedia offered no refund or alternative remedy. I have contacted several times and have not been helped at all. I was charged for a service/product that was not even available.
June 24, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a refund request for a hotel reservation.
After researching Mr. case we were able to see that Expedia processed a refund for his itinerary on May 25, 2020. Mr. was advised that the refund was made to his card and would take up to five business days before the refund would show on his account.
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Mr. Expedia account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel ***
Customer Correspondence Team
I am an Expedia Rewards customer. I booked 4 different stays on their website. It states that if you find a price lower within 24 hours of booking, Expedia would refund the difference and also provide the customer a $50 gift card. The system would not allow me to complete the required form on line. I have tried contacting Expedia through their online chat on multiple times. I am always told by the chat representative that they cannot assist me & will get someone to assist me but I never get any assistance.
June 25, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a hotel reservation.
Upon researching the customer’s complaint, we were not provided with the Expedia itinerary number. The email address provided is linked to an Expedia account which holds multiple itinerary numbers. We ask that Ms. reviews the itinerary number she wishes us to review before we continue so we may provide any details if possible.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342 for immediate assistance.
Sincerely,
Daniel *** Customer Correspondence Team
Was helped at time of reservation back in December of 2019 by Expedia and a woman by phone who told me at time of booking and helping me with my info that I would receive *** pts for my weeklong vacation stay by booking with Expedia this way and to call back on April 10 at *** to make sure pts were added. Which I did but due to COVID that was not possible. She put notes in system saying just this to verify.
After finally getting through on may 24 I have gotten the run around and had to call back several times after getting disconnected and still no points have been added. Terrible company. Terrible customer service. We have a business and would never treat our customers this way.
June 23, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding (“***”) Expedia rewards. We understand Ms. is requesting approximately (“***”) points to be applied to her Expedia rewards account. By opting to enroll into the Expedia rewards program Ms. acknowledged that she read and accepted the below Rules & Restrictions under Expedia’s Terms of Use:Expedia allows points from selected loyalty programs (“Points Programs”) to be redeemed for certain travel-related goods and services on the Website. If you use or register to use any points on the Website these terms and conditions apply. To be eligible to use points on the Website, you must have an Expedia.com account, you must have an eligible account with the provider of the Points Program that is active and in good standing, and your purchase must exceed minimum transaction value for the use of your points (if any).For Points Programs other than Expedia Rewards (Your Expedia Rewards account is automatically linked to your Expedia.com account), your Points Program account (“Account”) will be linked to your Expedia.com account during the registration process on the Website. Expedia reserves the right, in its sole discretion, to deny registration, de-link your Account, or terminate your ability to use points on Expedia.com for any reason. During and after registration, the Points Program provider may provide Expedia with information about your Account, including your points balance.Rewards Account Overview:Name: ***Membership Number: ***Member Since: ***On December 29, 2019, Ms. contacted Expedia to discuss the rewards program since she did not earn points for her purchase. We reviewed the following hotel stay booked under ***; the date of purchase is December 28, 2019. However, customers who are enrolled in the Expedia Rewards Program earn points when booking (as long as they are signed into their account). We can confirm that Ms. enrolled in the Rewards program (24) hours after she booked the reservation. Therefore, the rewards points will not be automatically added (35) days after travel is completed. We informed Ms. that she may contact Expedia (35) days post travel and the Reward points will be manually added as an exception.
On May 24, 2020, Ms. contacted Expedia to request the point adjustment to be processed based on her previous call. Therefore, the manual adjustment for (“***”) in Rewards points as qualified was about to be issued. Regrettably, the call dropped with Ms., before the point adjustment could be completed. We made an attempt to reach Ms., however, she was unavailable when we called her back.
On June 23, 2020, as a courtesy Expedia issued (“***”) in Rewards points to Ms.’s Expedia Rewards account.
We thank you for allowing us the opportunity to address the issues that were 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
I booked a vacation package to the Bahamas through Expedia.com. Due to the COVID-19 pandemic the airline has cancel my flights and the hotel canceled my reservation because they are closed until Auguat 1, 2020, my trip was scheduled from June 28th to July 4th. I have contacted Expedia numerous times but they are refusing to process a refund for the hotel stay because according to them the hotel is refusing to do so. I have contacted the hotel they explained that Expedia collected my payment and they will have to issue the refund they also stated that my hotel stay has been canceled because the property is closed until August 1st. I have a confirmation from the hotel that the reservation is canceled on the other hand Expedia still showing a confirmed reservation on my itinerary.
July 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a six night stay at the ***, New Providence for three adults, checking in on June 28, 2020. We understand Ms. is requesting a refund.We
have contacted the hotel multiple times and was advised they are not allowing
refunds for the reservation. We have been advised the customer may re-book for a
future date from July 1, 2020 through December 31, 2020 without the penalty of
the original purchase amount. However, we are unable to make changes to a cancelled reservation and have emailed the hotel asking if the customer may be coupon eligible to re-book at
the Warwick at a later date.As you may know, Expedia acts as an
independent agent for reservations for airlines, car rental companies, and hotels.
When the customer 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. When we receive a response from the hotel, we will
contact the customer with any updates. Please be advised, refunds or credits
are not a guarantee and subject to approval by the property. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I did not canceled the reservation. The reservation was canceled because both the country of Bahamas and the hotel being closed due to the pandemic.
I have been contacting both expedia and the Hotel since the month of May. The hotel sent me an email with a cancellation number and when I called them they stated that Expedia charged my credit card therefore they had to issue me a refund not the hotel. I just want to make clear that I did not canceled the reservation instead it was canceled by the hotel. Just like my flight was canceled by the airline and they issued a refund for my tickets.
Sincerely
I booked flights for my parents to go to Spain in June and Expedia is refusing to issue refunds. I have no interest in getting the airline credit they are offering me. The flight / reservation has already been cancelled by the airline.
July 8,
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 tickets with *** for an open jaw trip to Madrid,
Spain, departing from Barcelona, Spain, starting on June 23, 2020.Our records
show that the flight was canceled by *** on May 16, 2020. It does not
reflect a schedule change. We contacted the airline to advocate on
behalf of the customer, and were advised that a refund is not available. The
airline advised that the ticket can be used towards new flights departing from the
same country of origin, for the same passengers, on ***, if rebooked by
April 29, 2020, and with travel completed by August 30, 2021. Under these circumstances
a change fee will not apply.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I've been an Expedia user for years.
I've used your platform yearly to book international flights and hotels for me, my husband and my parents over the years.
Unfortunately the customer service has been extremely disappointing during this pandemic.
The only thing I'm asking for is a full refund (for a total of approximately $1,350 USD).
Itinerary: *** As the flight was leaving from Spain, I know as a fact that I'm entitled €600 under law 261.
I could also escalate things with my credit card and request a refund for a service that is not available.
It is my choice to do none of that at the moment, I am hoping that Expedia will value my years as a customer and provide a better solution.
I will NOT take airline credit. *** told me that since I booked through Expedia, you were responsible of handling this reservation.
Thank you for your time and looking forward to hearing from you.
***.
July 16, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the additional
comments. We are responding to the consumer complaint number *** from
***.While it is correct that Expedia is handling the servicing
of the tickets, we are still required to following the terms and conditions of
the airline. Expedia is not able to override any of the terms and conditions.
Refunds may only be provided as per the terms and conditions of the airfare or
with a waiver from the airline.*** advised that the flight had not been canceled
by them prior to the flights being canceled in the record. They reviewed the data
for the flight scheduled and did not find irregularities. Due to the pandemic, voluntary cancelations of flights were
being granted a waiver for the change fee only. Refunds were not offered for
flights that are not canceled by the airline. Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Dear Denise,
Is there anyone else I can talk to about this issue?
At this point it is pretty clear that Expedia is willing to use false statements to avoid taking responsibility which is truly disappointing.
You mention that:
"Refunds were not offered for flights that are not canceled by the airline".
You also mention that:
"They reviewed the data for the flight scheduled and did not find irregularities.
Due to the pandemic, voluntary cancelations of flights were being granted a waiver for the change fee only."
I have an email from Expedia clearly stating that the Airline cancelled the flight, so your statement is demonstrably false (please see attachment).
"La ***línea canceló tu vuelo" = The airline cancelled your flight.
I have never agreed to take Airline credit (feel free to share with the Revdex.com any kind of documentation from ***/Expedia that I accepted or requested a voucher instead of a refund or that I voluntarily cancelled my reservation).
You will probably not find it because such document does not exist.
According to European Rule 261: travelers have the right to request reimbursement for cancelled flights instead of accepting vouchers, re-routes or alternate travel dates.
According to American Federal regulations:
https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
Am I entitled a refund?
"Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel."
What if I purchased or reserved my ticket through a travel agent or online travel agency?
"If you purchased your ticket through an online travel agency (or other agent), you should contact the travel agent directly to obtain a refund before contacting the airline".
I paid Expedia for a service I didn't receive. Until I get a full refund, this is fraud.
If *** is lying to you, stop offering their services. That is Expedia's choice to make, not mine.
Please let me know when my refund has been processed.
And please don't lie to customers. It truly only makes everything worse.
Thank you,
***.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Booked *** reservation with "***" in *** for 20-27 June 2020. Hotel normally has a policy of 30 day advance cancellation to get 100% refund. However I spoke with hotel manager 60 days in advance to ask how they would handle my refund OR re-booking if the Cayman government would not let me travel there for my vacation. Lisa (hotel manager) wrote and said if Cayman government extended closure past my date they will offer 100% refunds or credit amount to re-booking at a a later date - my choice (and I have the email as proof). Recently Cayman government extended travel ban to incoming tourists to 30 Sep 20 from the previously announced 31 May 20, so now I cannot complete my 20-17 June trip. Went to Expedia to cancel and they seem to be enforcing 30 day advance notice requirement regardless and say they will only refund 50%. But then again, they refuse to communicate with me using a real person. I need assistance getting resolution please. The 30 day policy is NOT Expedia's; it is the Hotel's. Hotel has said they have suspended the 30 day notice for the duration that *** is closed to arrivals, but somehow Expedia is not getting the message. Please communicate with them to explain.
Hello,
The complaint referenced below, #***, is currently being resolved to my satisfaction. I therefore wish to reflect it as such in your system.
Regards
I have contacted Expedia.com customer service on several occasions regarding my cancellation for a flight in July going from New York to Aruba. I requested to cancel this reservation once and was told that I have to wait because the hotel was not responding in regards to the cancellation. I was told by the Expedia.com customer service representative that the hotel has a non-refund policy. But due to the current pandemic I feel unsafe traveling and was told that the airlines OK the cancellation and the car rental okayed the cancellation. The
Hotel has been unresponsive since March when I tried to email them and receive nothing back. I am constantly told to wait until the hotel responds. But the hotel hasn’t been responding for two weeks now so how long do I have to wait?
This is a health issue . I want my package deal canceled completely.
July 8, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a packaged
reservation. Our records reflect a round-trip fare with *** airlines,
an 11 night stay at ***
*** in Noord, Aruba, and a car rental with *** Rent A Car. We understand Ms.
*** is requesting a refund.On
May 28, Expedia processed a refund for the *** car rental in the amount of
$574.87. A refund for the ***
*** in the amount of $882.42 on June 29. And the flight reservation has
been processed in full for the amount of $955.55 on May 30. No
further action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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
never able to use earned points, even when I follow there guide lines, of booking with them on their site. using my points are never an option
July 8,
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 is an Expedia Silver rewards member with ***. Expedia account members
can use their points when logged into their account online, towards any booking
that is prepaid through Expedia. We also offer the option to book with an
agent. The points would apply towards the booking, and any additional amount
due would be paid by credit card.Expedia
does not provide a cash value for unused points. The points in the account will
expire November of 2021. 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
A year ago we needed to cancel a trip due to a death in the family. We purchased travel insurance through Expedia’s third party seller. At the time of our trip, we were told we would only be granted a refund for either the hotel or the airfare. We fought with Expedia and were able to obtain a credit for whatever was not refunded through the travel insurance. Our credit is about to expire, so we are trying to use it. We were on the phone with Expedia for about 2 hours and were given instructions that in order to use the credit, we must book a trip online and then call customer service to apply the credit to the existing trip reservation. Expedia sent us an email with a reference number for our credit, and instructions on how to apply the credit. As the instructions in the email stated, we booked a new trip through Expedia and wrote down the trip itinerary number. Then we called the given phone number in the email with instructions to apply the credit to our new reservation. The result of following Expedia’s instructions to apply the credit was 5 hours of frustration. We spoke with multiple customer service representatives who kept on transferring us to different departments. We had our credit reference number and the new trip itinerary number handy to make applying the credit towards a new reservation easy, and no one we spoke with at Expedia was willing to help us apply our credit. We then contacted Expedia via Facebook. The result was that Expedia customer service called us, and once again they transferred us from department to department and were unwilling to apply our credit. The credit expires today. We have been on the phone with Expedia on three separate days, have spoken with various customer service representatives and supervisors, and have been on hold for a total of 7 plus hours. No one at Expedia customer service has been able to assist us with applying our credit, and now our credit will be expiring which means Expedia will have our money in exchange for no service.
July 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a package on April 26, 2019, for Seattle, Washington, including
combined one way flights for two passengers departing with *** Airlines,
returning with *** Airlines, and vacation waiver coverage. The hotel
booking was refunded in full on May 23, 2020. *** Airlines
is a carrier that requires the customer to contact them directly with any
change or cancellation requests. The airlines phone number is located on the
customers email purchase confirmation, as well as advice to contact them
directly. ***
Airlines would have allowed credit towards new travel completed by May 26,
2020, if the tickets were canceled prior to the departure date. At this time,
the tickets are purged and cannot be used towards a new flight.The
vacation waiver coverage is nonrefundable. Expedia doesn’t provide compensation
for travel expenses. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate
Correspondence Team
Flights booked were cancelled not by our choice but by government regulations closing US Canada borders. We paid money charged to our credit card for the cancelled flights and should be refunded the same way with refund credit directly to our credit card. Our ages of 71 and 76 will not allow us to even consider future travel by airlines outside Canada due to increased exposure and no health support by Canada and British Columbia medical regulations for travel outside Canada and no available medical coverage should we become ill during travel outside our country.
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer had two tickets with *** to travel on March 29, 2020 from Santa
Barbara, CA, USA to Victoria, BC, Canada. The flights
were still operating on March 21, 2020 when it was canceled by the customer. We
have submitted the refund request to *** and they will contact the customer
via email directly. While we understand that restrictions were put in place on a
temporary basis that affected many passengers, refund digression if that of the
airline. We hope the customer understands that we are unable to supersede their
authority. 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
On 3/1/20, I purchased airline tickets for three people on the same flights from Expedia for $153.90 each (total of $461.70). I received a refund for one but not the other two. I have tried numerous time to get a refund for all three and am left with no other choice
June 24,
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 three flights on three separate itineraries, numbered ***,
*** and ***. Each ticket was with *** Australia for
travel to Launceston, ***, Australia on May 19, 2020, with a return from Hobart,
***, Australia on May 23, 2020.Due to
the pandemic, and as per Airline Reporting Corporation, *** Australia is
processing their own refunds. Multiple airline carriers are following this
process. We
reviewed the records and found that one ticket had been taken over by them. The
other two have not been updated yet. We resubmitted the request to the airline
to process the refund of the two open tickets. We were notified of the
following:Thank you
your request has been submitted. As you are aware we have temporarily paused
issuing refunds while we wait for direction from the administrator. There is no
further action required from you at this stage, we will be in touch with
further information shortly. We appreciate your patience and ongoing support.The global
pandemic has caused an unprecedented number of cancelations, refunds and flight
changes. We regret any inconvenience and do not have control over the processing
time. We hope for your patience and understanding.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 Detail / Problem
Complaint Type:
Billing or Collection IssuesselectProblem:I worked through Revdex.com to resolve this issue once and after it had been resolved, they recharged my card more than five months later. I purchased three tickets through Expedia for $461.70. The flights were on *** Australia who cancelled the flights. I requested a refund and was provided. The airline then filed bankruptcy and I was recharged. Resolved through Revdex.com and was credited and have been refilled again.Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Credit of $461.70and commitment not to recharge my account later
August 9, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the additional comments for complaint number *** from
***.As previously advised: The customer purchased three flights
on three separate itineraries, numbered ***, *** and
***. Each ticket was with *** Australia for travel to Launceston,
***, Australia on May 19, 2020, with a return from Hobart, ***, Australia on
May 23, 2020.*** Australia is the merchant of record who processed
the credit card charges for the flight reservations that *** American was
offering and providing. Additionally, *** Australia has taken over the processing
of their own refunds. Providing a refund of the tickets is not under the
control of Expedia. Previously, the customer advised that she received a refund
for one of the three tickets. Our records show that the customer had a chat conversation
with Expedia. Our agent assisted the customer by going to the airlines website
to request the airline process the refund the customer asked for. We saw on
June 23, 2020 that one of the three tickets in question was updated to
suspended status, and the other two were in open status. When an airline takes
over a ticket they change the status to prevent duplicate processing.On June 23, 2020 Expedia was unable to reach the airline to
speak to anyone. They did not have a phone line that was taking calls. We
resubmitted the refund requests for two tickets that were in open status. The
information on the website stated that their response would not be provided
right away as they were verifying what actions their governing body requires.As of August 9, 2020 a second of the tickets is updated to
suspended status. The airline now has an email address where we can reach out
to their revenue department to make the requests and follow up. We have
requested that any refunds not provided be completed and that they provide
Expedia an accounting of any refunds and reasons.Expedia is not aware of the customers credit card dispute
or the multiple outcomes the customer noted. The customer would need to contact
their credit card company directly to discuss the outcomes they mentioned. Please
consider that multiple requests might cause multiple responses where requests
are denied because they were already processed.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
After *** has cancelled our trip on April 10, 2020 due to CVID-19, we requested a refund.
At that point expedia has told us that they have changed their rules and regulation and said that they cannot refund us
June 24,
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 airline tickets for three passengers with *** on
September 11, 2019, for travel from New York, NY, USA to Madrid, Spain on April
10, 2020. An inbound flight was for return on April 17, 2020. The fare
rules of the tickets purchased included that cancelation could be made for 200
Euros per ticket; however, the cost per ticket was less than 200 Euros, making
the tickets nonrefundable. Changes are allowed per the fare rules at 100 Euros
per direction, with a total of two directions, as the tickets are unused.On March
26, 2020 *** canceled both flights that the customer purchased. We
reviewed availability for other flight options. No other flights were available
to provide via *** within a few days prior or later. We attempted
to contact the airline and were not able to reach them. The airline closed the
ability of agencies to refund their tickets via the Global Distribution System
(GDS) where they offer their tickets for purchase. As of
June 24, 2020, Airline Reporting Corporation (ARC) has the airline listed as still
having GDS closed for refund processes. The information available says to
contact the airline directly for instructions for refunds.We
contacted their agency support and were unable to reach anyone. The voicemail
was full. We contacted their customer service at 1-800-344-6726. They
acknowledged that the flights had been canceled by the airline. They stated that
they are not allowing penalty waivers for refunds, but would allow the penalty
waiver of the change fee for tickets rebooked by October. They further explained
that all of their flights were canceled due to the pandemic because of changed
government regulations, and that they were not providing waivers to refund as
the situation was unprecedented.We regret
that we were unable to facilitate the refund the customer requested. We hope
you understand that we offer items for purchase from travel suppliers. The terms
and conditions for those items come directly from the suppliers, are not within
our control and we are unable to override the supplier. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:The cost of the tickets were $1917.09 and not less than 200 euro, Expedia manager offered to cancel the tickets for $ 217.42 once the airline had cancelled the flight and we accepted. We then were informed that the airline were going to refund us the full amount of $ 1971.09 and that there was no need to going further with the cancellation and that in 10 weeks we were going to get a full refund, that was confirmed by several expedia manager from the date of cancellation up to recently on May 28th.
At this point we would take the $ 1753.67 which is the remains of the full amount paid minus the cancellation fee of 217.42
Sincerely
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number *** from ***.There
were three tickets. Each ticket was USD $657.03. The amount of $657.03 breaks
down to $189.00 in fare per ticket, and $468.03 in taxes. The total cost for
all three tickets was $1971.09. We apologize for the mistype of the value on
the previous reply.With the
air fare being less than the penalty, the tickets would be nonrefundable if a
refund was requested under normal circumstances. Refunding taxes is not available
for these tickets. We
understand that the refund request was due to the flights being canceled by the
airline, but we do not have control of the tickets. However, *** is
the only entity that can process a refund of the tickets at this time. 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