I had booked with Expedia for a trip to *** Japan, which was cancelled due to the corona outbreak. My flight and all hotels aside from my *** hotel were cancelled before I personally could cancel them myself. Before I canceled the hotel in Kyoto, I had called the hotel and asked them if they would be kind enough to understand the circumstances and see if I would be given a full refund. The hotel was so generous and said “of course!” I then called an Expedia agent on the phone who also got into contact with the hotel, who asked again if it was possible to receive a whole refund and again, the answer was yes. The Expedia customer service agent said that I would be able to receive a full refund. However, when I officially cancelled, Expedia’s story changed and said that I accepted a voucher, it’s non refundable.... and saying that I only have a coupon that it’s only good of use for up until May 8th 2021. AT THE SAME HOTEL!!! Once I brought this to Expedia’s attention they denied that the hotel and them had an agreement and that their hands were tied. I’m a college student and saved an entire years worth of what I could to go on this trip, and that hotel was a huge portion of it. I just want my refund back :( I feel absolutely voiceless.
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com, It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below. Findings: I can confirm this reservation was created on February 9, 2020 for three nights at *** for a total amount of 803.09 USD, and was set for check-in on May 5 2020 and check-out on May 8 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 refundedOur records indicate Ms. also purchased Travel Protection Hotel Booking Protection Plus for 44.00 USD.
A review of this itinerary indicates Ms. contacted us on April 30, 2020 to request cancelation due to Covid-19. As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility as possible, and *** had agreed to a future travel voucher for the booking. While we are aware Ms. says *** advised her personally she can be refunded, our records confirm the property has not notified us of a penalty waiver. Per our documentation, Ms. initially accepted the voucher and was assisted in canceling the booking, however, over the month of May Ms. contacted us several times to request a refund, and advised us the property had personally advised her they would refund. As we are bound by the property's terms and conditions and the hotel had not allowed us to refund, I can confirm no error on the part of our agents who explained we were unable to change the policy.
Resolution:
I reached out to the property to confirm whether they can rescind their voucher and provide a refund instead. The property has kindly authorized the refund. We regret the delay in our ability to reverse the policy *** originally advised us; however, please know that these are extraordinary circumstances that travel partners are trying to work through. I initiated the refund today. Due to the high volume of transactions taking place, it can take up to 30 days for the amount to appear on your statement.
Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards,Allison D.The Expedia Team
Customer Response
• Aug 17, 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
Thank you so much for your help in resolving this issue!
I booked airline reservations with Expedia on 11/9/2019 for a trip to Las Vegas from 5/31/2020-6/4/2020. As part of the checkout process, asked if I wanted to purchase Travel Guard insurance. Because of the time span, I did purchase insurance at the cost of $120.00. On 4/5/2020, I received an e-mail from Expedia that the airline cancelled the trip due to COVID-19. On that day, I filed a claim with AIG Travel Insurance for a refund. The policy coverage includes "Trip Cancellation 100% Trip Cost Per Insured". On 6/10/2020, I received an e-mail from AIG Travel Insurance requesting any documentation of refunds already received. I had not received any. On 6/12/2020, I received an e-mail from Expedia informing me, "We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis." On 7/27/2020, I received a check in from mail from AIG for $14.07. I called AIG Customer Service and was directed to call Expedia for refund and also suggested I could appeal. I called Expedia Customer Service and was told their policy is no refunds. I filed an appeal with AIG. On 8/7/2020, I received an e-mail from AIG, with the following information:
Travel dates: 5/31/2020 - 6/4/2020
Number of travelers: 3
Trip Cost Per Person: $554.69
Refund Per Person: $4.69
Benefit payable per person: $550.00
Total payment due: $1,650.00
Comments:
Please note: Refund amount cannot exceed the amount you have pre-paid for your trip
Amount paid represents the non-refundable portion of your trip. Please contact your travel supplier if additional reimbursement is due.
This check includes payment for your airline e-tickets. By cashing this check you are agreeing to the terms and conditions of your policy. If these airline e-tickets are used or exchanged for future travel, or if you receive a refund for the tickets, we will seek reimbursement of our payment.
I then spent hours speaking with Expedia Customer Service, Supervisor and a Corporate Manager. I explained I purchased the insurance trusting the policy covered 100% Trip Cost. The $14.07 check covers the booking fees with Expedia and not the airline tickets. The Expedia Supervisor informed me they have polices and our bound to their agreement with airlines and their policies. I commented I don't know what their agreements are with airlines, I was booking through them and purchased the Travel Guard Insurance offered on their website. She attempted to escalate my complaint to a Corporate Manager but was disconnected. I called back to Expedia Customer Service and was eventually put in contact with the manager, John. His response was they are only a booking company and they don't offer refunds. I asked if he thought it was absurd to spend $120 for travel guard insurance that only covered a $14.07 booking fee. He replied, "You should have read the Terms & Conditions". Everyone I spoke with, I read the Travel Guard Policy coverage and shared that with this pandemic, I do not plan to ever get on a plane again and expect a full refund. I have contacted *** and *** Airlines and waiting for a decision on refund. I feel that both Expedia and AIG are fraudulent in their marketing of Travel Guard Protection that offers 100% Trip Cost Per Person for Trip Cancellation.
Customer Response
• Aug 18, 2020
I am following up with new information on my complaint ID and direction on how to proceed. As mentioned in my complaint, I contacted *** and *** airlines when Expedia and AIG did not honor the Travel Guard insurance I purchased. Both airlines have provided a refund. *** has posted to my credit card, *** has not yet posted but I have a confirmation e-mail from them. Today, I received a check from AIG for $1635.93. This is what should have happened from the outset. AIG is the one that owes me the refund, not the airlines. I am looking for direction on how the airlines can reverse the refund. I appreciate you direction on this. The desired outcome of my complaint was a refund from AIG AND for Expedia and AIG to change their fraudulent advertising on Expedia's website. Thank you.
Expedia is horrible. We called to cancel our flight two days early. Expedia did not cancel the flight.
We were told we would hear back within 24 hours. A month later, we received an email that expedia would give us a credit for the flight that they failed to cancel. And then another 6 weeks later we received a follow-up email saying we could not get a refund from the airline because we were not eligible, had not canceled in time. The airline originally told us we had to cancel thru expedia because that's how we booked. If I could give expedia a negative rating, I would.
Credited my Plane Tickets, but like pulling teeth, hours on the phone and online. Now ripping my son off on his Covid-19 cancelled Conference, Plane Tickets and Car Rental. He just needs credit so he can make new reservations for conference in new location. Why is this so difficult? It has been since March 2020 that we have been dealing with Virus related travel issues, why is Expedia still struggling to adapt? I'm very disappointed with Expedia, very poor customer service. After years, they have seen the last of my business. Trying to help my son who is out of work to fight these thieves and get back his money.
I had to cancel a hotel reservation because of covid cancelling an event. I have been fighting with them since March to get a refund or voucher. I have been promised a full voucher by at least four agents and then nothing happens. All they do is make promises and then do nothing. If this is not settled I will never use Expedia again.
We reserved online through expedia two hotel rooms with the option to have the city view in niagara falls. View to the niagara, we chose the option with the view that costs a little bit more than the regular room.
The check in wa supposed to je at 4pm.
At our arrival they didnt have our rooms and wanted to give us room on the second floor not view at all, I said we d'wanted what we reserved thats the reason we paid more.
Therefore they told us to wait untill they could get some rooms available for us in an upper level.
We finally had acces to the hotel by 6pm and than they gave us a room in a upper level with a parking lot view -.-.
I reserved something and they just gave us whatever they had.
Not happy at all
Expedia sell us something and the hotel gives us something different.
Expedia sold us false deals or the hotel didnt care about us.
I got pictures as a proof.
I would lile a refund or a indemnition to this.
We came to have fun and enjoy and our hotel experience was not nice at all.
Expedia.com Response
• Aug 12, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on August 7, 2020 via Expedia website for arrival on August 8, 2020 and departure on August 9, 2020 for 2 rooms. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 4:00 PM local hotel time, August 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Our records indicate the customer booked 2 rooms described as Room, 1 King Bed, Non-Smoking, City View. As the customer chose a city view room, this can include a view of a parking lot. We were able to confirm that the room description for the customer's bookings did not include a water view or a waterfall view. Conclusion:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we are not able to offer a refund from the property since the customer did receive the room type booked and the hotel did accommodate by moving them to a higher floor.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Booked a hotel to Kenya for May 2020 and covid happens, I have been trying to get a travel voucher or some sort of travel credit since March .All I've been getting when you do try to contact expedia is oh we will send you a voucher via email and still up to date August 09 2020 I am still waiting on that voucher. I have booked many hotels and tickets all over the world with expedia ,however this experience has left me rethinking these third parties and future business.
Expedia overcharges for Economy Basic (British Airways) and Economy Light (Air France) fares!
Warning! Always check the price listed on the airline booking site before booking with Expedia,
or even better just book directly with the airline.
You can also use google flights to double check that expedia is not ripping you off.
I was charged $200 by expedia for a ticket that I could purchase directly on Air France website by $125.
This was a ticket from Paris to another European city.
The same happened when I tried to book a British Airways flight, but this time I was alert, and bought the
flight directly at britishairways.com with no hassles.
I have very bad experience with Expedia. Expedia don't want give money back. Flight was canceled becouse of covid 19. The flight company *** gave me the certificate that it gave to Expidia whole money back for my ticket. They are lying that nobody form *** take a phone from them or that *** is not answering on Emails. This situation lasts since May. I am calling to Expedia every week. I will never recomend Expidia to anybody.
I have been working hard trying to communicate with them in regard to the trip they cancelled one month prior to the date of the trip. They have done nothing but run me around and send me to voice mails and automated communication venues. I even filed with the insurance that I purchased for out of country flites to no avail. I have been working on this since April 1st and even the credit they have said rather than the demanded refund is no good? Why in the world is this happening only thing I can say is they are probably filing bankruptcy and are protected by the courts, the insurance companies are probably doing the same and this is relative to paying back min. amounts. I will continue to follow this but general knowledge tells me it is against the law and should have been up front. 5 months guys and no results. I read some of the other ones and at least I can say they didn't fly me to the wrong country and just leave me there like I read some other posts, wow I wonder if our president knows.
My flight that I booked with Expedia.com on *** Airlines was cancelled in April. I contacted the airline and was advised that they can't help me because I booked my tickets with Expedia. On June 10 I contacted Expedia and was advised that I am eligible for the refund in the amount of $1443.46 and it will take 4-8 weeks to receive it. Confirmation email was sent to me by Expedia. I followed up on July 16, and August 6. My August 6, 2020 phone call lasted over one hour, however, the agent couldn't help or resolve the issue, he could not explain why I am not getting a refund 2 months after they requested it with airline.. He got his supervisor/manager on the phone and after one minute I got disconnected, no call back. I called on August 7, 2020, and got disconnected again. Frustrated, I am in the closed circle: the airline won't talk to me and Expedia is not helping.
Expedia.com Response
• Aug 23, 2020
August 23, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Ms. (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund in the amount of $1443.46 for her flight.Our records indicate that on August 16, 2019, Ms., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airlines from New York, NY to Brussels, Belgium, departing on April 9, 2020 and returning on April 18, 2020. A refundable Classic Room, 2 twin beds non-smoking at ***, in Brussels, Belgium.On March 29, 2020, *** Airlines initiated a schedule change and cancelled the flight. On June 10, 2020, we requested a refund for the flight on behalf of Ms.. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund.Please be advised that because the refund is coming directly from the merchant (*** Airlines), and of the extraordinary circumstance of the COVID-19, refunds are taking longer than normal. The airlines are not able to process refund requests within the usual time limits, therefore the timeline will be delayed.As of today, the status of the refund is currently pending and we will contact Ms. directly when we receive a status update from the airline.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. Thank you, Victor *** Corporate Correspondence Team
Our experience with a hotel that we booked on Expedia was an utter nightmare. First, we booked our stay through Expedia online for the Sierra Nevada resort. We booked and prepaid for deluxe room and were at some point given a lodge room. Never having been here, I had no idea what a lodge even was. On the Expedia website, they only have available deluxe rooms and suites. Since my numerous complaints, they have since changed their website to offer the lodge room under Sierra Nevada resort and spa. The photos are of obviously outdated and not of the actual rooms now. When we arrived at the hotel after a long drive on a hot day and saw that our room was nothing like what we booked....no air, no fridge, no microwave, etc. Instead, we ended up with a dark, stuffy, moldy, mildew infested malodorous room, with stains on the carpet and furniture. Not to mention lumpy beds, one window with no screen so if we opened it for some fresh air, we would be letting in mosquitoes, bugs and who knows what else. Anyone could literally jump into our room from the parking lot. My son and I have bad allergies and would have gotten sick staying here, so within minutes we walked out. We asked for refund, stating that this was not the room we booked and they said we would have to contact Expedia. The staff at the front desk were not helpful and downright rude. Being Saturday, they had no other rooms in town, so we drove home. Expedia said no refunds, even though we were not given the room promised. The hotel lied and said we stayed in the room even though we left within minutes of seeing it. Neither Expedia or the hotel ever apologized for ruining our trip. Don’t use Expedia or this hotel. It is definitely not up to Covid standards.
Airline flight to El Salvador was cancelled. Departure date was June 26, 2020, however we are being told by Expedia supervisor Kemberly MNLK guilaran that a refund is being denied as per *** policy. However, according to the law of transportation if an airline flight is cancelled, we have the right to a refund. Expedia is denying to refund the amount claiming that *** is not approving the refund. A DOT complaint has also been filed against ***.
Expedia.com Response
• Aug 20, 2020
August 20, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for his flight with ***.
Our records indicate the on January 16, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia's website, under itinerary ***. The booking included A Combined One Way Fare with *** from Los Angeles, CA, to San Salvador, El Salvador, departing on June 26, 2020 and A Combined One Way Fare with *** from San Salvador, El Salvador, to Los Angeles, CA, departing on July 4, 2020.
Upon review, on June 22, 2020 Mr. was sent an email for an airline schedule change on outbound flight that was cancelled due to COVID-19 with Future Travel Credit. Mr. called in for refund and was advised to call *** as they are a low cost carrier. The agent called *** and was advised no refund only future travel credit.
Upon further review, on June 25, 2020 Mr. called in requesting a refund for outbound flight and was advised no refund only Future Travel Credit. The agent called *** and was advised to send email to request a refund, refund not guaranteed.
On July 8, 2020 Mr. called Expedia to follow up on refund. An email was sent to *** to request a refund.
On July 30, 2020, *** replied and advised only FTC. An email was sent to Mr. and Mr. replied back not happy with the reply from ***.
Please be advised based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s for a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
This is beyond a disappointment you guys are taking advantage of the people who made you successful during these times. You have horrible managers like Locus who don’t care with but about losing a faithful customer. I have always booked my hotels through Expedia after today best believe you guys are the worst of the worst to take advantage of people. Coronavirus has made you guys very thirsty!!!!!
Expedia.com Response
• Aug 19, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on 04, 2020 via the mobile app for arrival on August 28, 2020 and departure on August 30, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made before 6:00 PM local hotel time, Friday, August 14, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Cancellations or changes made after 6:00 PM local hotel time, Friday, August 14, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted on August 5, 2020 to obtain a full refund of the reservation. Unfortunately, they were unable to obtain approval to issue any refunds.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a credit in the amount of $403.68. The credit will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I have now spent 8 hours trying to deal with customer service reps from Expedia and *** to take care of rebooking a flight credit that was issued due to COVID19. I started off by calling Expedia and a rep helped me to rebook one of the flights but said there was $125.70 left over and I would have to talk to *** to use that towards first class seats or baggage. I then called *** the next day and after spending 4 hours on the phone, they said they couldn't see any of the information and I would have to contact Expedia to use any credit that I received. The following day I called Expedia reps again, the first rep hung up on me. The next rep transferred me to a supervisor (her name was Rose) who after looking at my itineraries told me that there was an additional $200+ credit on the second itinerary that the first rep told me wasn't there. Then she said there was nothing she could do to help me and stated policy. I asked to speak to someone who could help me solve these issues, so she put me on hold for 10 minutes and then came back to tell me that no one was available and I would have to call back again and go through the same process.
I have never had such a horrific customer service interaction before in my life, I have now wasted 10+ hours trying to get this solved. I used to work for hotels solving guests problems everyday and have spent countless hours wondering why people would get so frustrated so quickly with service issues and for the first time in my life, I now understand.
I reserved a room with one of their hotels for October 3-4 for a college Homecoming. The hotel that they represented stated that they would refund the deposit if there was a change of plans. I cancelled due to the COVID19 pandemic not getting any better. The hotel (after calling three numbers to get someone) told me that I had to get the refund from Wyndham. Wyndham told me to go to Expedia. Expedia told me to go to the hotel directly.
To date, I have not received a refund or recieved further correspondance from them.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with case #*** . Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on July 27, 2020 via the Website for arrival on October 3, 2020 and departure on October 4, 2020. At the time of booking, the customer agreed to the following cancellation policy:Refundable: Cancellations or changes made after 4:00 PM local hotel time, Friday, October 2, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Cancelled on June 25, 2020On July 27, 2020 the customer contacted Expedia and stated that a refund was never issued for the cancellation.We reached out to the hotel on the customer's behalf and emails were sent to the hotel and the customer between July 27, 2020 to August 4, 2020.Resolution:In conclusion, after review of the account, the booking was cancelled outside penalty and the funds were taken through the hotel. We as a third party intermediary have tried to contact the hotel for the customer with out success. As we are unable to remove charges made by a different merchant, we recommend the customer contact their bank to have them investigate any remaining charges and assist with any refund amount due. We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jalen B.The Expedia Team
Itinerary # *** we were supposed to travel to Greece in June, I booked a Hotel in Greece with Expedia, and we paid the full amount, also we paid insurance just in case, when COVID started, *** cancelled all their trips going to Europe from April, so we cancelled all our reservation, but Expedia didn't refund our money back and even their insurance co. we have not received anything back from them.
Expedia.com Response
• Aug 19, 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 February 19, 2020 for arrival on June 11, 2020 and departure on June 14, 2020 at *** Suites. At the time of booking the customer agreed to the non-refundable cancellation policy for a total cost of 1,433.70 USD including tax and fees. The cancellation and change policy agreed to states “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”We were unable to find any record of contact to our customer care team prior to reaching out to the Revdex.com. Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.As the customer's reservation was secured with a non-refundable policy, we reached out to the property to see if they would be willing to offer a penalty waiver for the customer's booking. Regrettably, we were unable to obtain approval for a refund from the hotel. Upon review of our customer's concerns, we have verified that the customer booked the reservation with Travel Insurance. As this is the case, the customer will need to reach out to the company that handles insurance claims. The contact information for Aon Affinity is as followed, email https://claims.travelguard.com/myclaim/us or they can call Aon Affinity at 1-855.334.3812.While we empathize with the customer’s situation the customer will have to resolve their claim through Aon Affinity.This was agreed to and reviewed before accepting the final confirmation.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I made a reservation to a hotel in Florida and the stay began on June 22-June 27 using my Expedia account itinerary #***. Unfortunately while at the hotel we had a very bad experience; needed to change our room because of a broken bed frame in the first room and a mouse in the other room. We ended up in 3 rooms and had to move our luggage around several times. The hotel was very understanding and offered us a full refund on the stay. We have a document from the hotel stating that the cost for our stay totals to $0 (receipt). I used the chat option on Expedia to talk to a representative to cancel the charges on July 15 because they were still charging the card. They said they would handle it by contacting the hotel to verify and that they would email back because it would take a little while. They did not email me. I received 5 emails from Expedia asking for me to rate their service and no response regarding my refund issue. At this point we had the bank block the transaction as was suggested by someone who had gone through a similar issue with Expedia. A notice in the mail was received from the card that was used stating that Expedia was trying to charge again after we had blocked the transaction. I called Expedia again and was on hold with 3 separate representatives for over 3.5 hours on July 29 and all of them said they would call the hotel to verify the refund and finally I was told the people who actually contact the hotel from Expedia only work until 5pm (at this point it was 8pm). I am very frustrated that the bank is now saying that because Expedia keeps requesting a charge that they will need to process the full amount and will refund after it is settled with Expedia. Honestly I don't even think I can settle it with Expedia because they keep restarting the process every time I call them! I do not understand why I need to speak to 4 different representatives about the same problem and still get charged for a hotel stay that THE HOTEL REFUNDED! I am still waiting for information about this issue! I have had a terrible experience with the customer service of Expedia. Expedia needs to reevaluate how they operate their business! A representative requested the receipt document stating that the stay was refunded and I provided the reciept, I also shared the managers name and phone number for the hotel. I received an email on July 31 saying they tried to contact the hotel and did not get an answer and said they were switching my case over to a "backend" team which would contact me in 24 hours. Well, I received the email on July 31 at 1:31 and it is now Wednesday 10:47a.m. and I still have no contact from anyone from Expedia regarding the refund.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on May 29, 2020 via Website for arrival on June 22, 2020 and departure on June 27, 2020. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:00 PM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 20% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.On July 15, 2020 the customer contacted customer service requesting a refund because the provided accommodation didn't meet their expectations. Customer care reached out to the hotel to request a refund. Unfortunately, they were unable to reach a resolution with the property at this time and they were advised to send an email. On July 29, 2020 the customer reached back out requesting a refund once more. During the customer's interaction with customer care the call dropped. The agent attempted to contact the customer and left a voicemail. The customer reached back out later in the day advising that the property had approved a full refund. Between July 31 and August 05, 2020 our team was in communication with the property regarding a refund for the customer's reservation. Unfortunately, they were unable to obtain approval for a refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As the hotel has not approved a refund for the reservation, we are unable to proceed with a refund on our side. However, we have issued a 70.00 USD coupon as compensation for the customer's experience. The customer will be receiving an email with full coupon details shortly. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Best regards,The Expedia Team
Customer Response
• Aug 08, 2020
Complaint: ***
I am rejecting this response because: I have personally spoken to the manager at the property. Expedia is most likely pocketing the money because I have a document from the property stating that the stay would not be charged. The entire time I have spoken with customer service they have said that they cannot make contact with the property. I do not trust that they have actually made contact since I have personally spoken with the property and they not only provided me with a receipt totaling 0$ but told me several times that Expedia may cause a problem as they have heard from customers but on their end they are not charging for the stay because of the many problems experienced during the stay. This is not sufficient, the total for the stay is zero the hotel has provided the receipt where is the money going? Expedia? Is BBC able to make contact with the hotel because they are not charging for the stay. I can also provide the receipt I received upon checking out.
Sincerely
Expedia.com Response
• Aug 19, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on May 29, 2020 via mobile app for arrival on June 22, 2020 and departure on June 27, 2020. At the time of booking, the customer agreed to the following cancellation policy:
Cancellations or changes made after 11:00 PM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 20% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Customer care was contacted on July 15, 2020 in regards to obtaining a full refund of the reservation. Unfortunately, customer care was unable to obtain permission to issue any refunds for the reservation.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have issued a refund in the amount of $701.43 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Hotels.com Team
Customer Response
• Aug 21, 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 would like to say again that whatever form of contact Expedia uses is clearly not satisfactory since I was able to speak with the hotel personally many times and even with the manager and yet I was still receiving responses from Expedia saying that they could not contact the hotel. I accept my full refund as I originally requested and as my receipt and manager at Beachcomber verified. I noticed I am responding to hotels.com? The signature at the end of the response was not Expedia which is confusing. As long as Expedia issues a refund and actually refunds the full amount and does not drag it out and not refund me then I am ok with it. Based on my experience with Expedia customer service I have absolutely no faith in this company to do what they ethically should. I am very thankful for Revdex.com for handling this matter and I am very upset with Expedia who essentially put me in a place where I had to seek out a higher power to crack down and make them do what they were supposed to do anyway. Again, thank you Revdex.com for holding businesses accountable.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
We booked flights Jan 2020 through Expedia for a trip to Italy in October 2020. The coronavirus hit the US in Feb/Mar 2020 timeframe. Expedia is giving us flight credit to be used by Jan 2022, however, we must travel to the same location. This policy was given to Expedia by *** Airlines. I contacted *** Airlines and they stated I must work with Expedia since that is where I purchased by tickets. I dont think we should be forced to travel to the same location for two reasons. The virus will still be around in 2021 and flights to Italy are double the price since all the airlines are trying to recoup the monies they have lost during the pandemic. We cant afford double the price tickets and dont wish to travel that far/to that area due to my age and health related issues (pre existing conditions) for the virus. We should either get a full refund or get to use the credit to go anywhere we want (closer to home).
Expedia.com Response
• Aug 24, 2020
August 24, 2020
Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding their airline tickets. We understand the customer is requesting a refund in the amount of $1838.88.
Our records indicate the on January 09, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two travelers on Expedia's website, under itinerary ***. The booking included a round trip fare with *** Airlines from Phoenix, AZ to Florence Italy for October 02, 2020 returning October 10, 2020 and a car rental for *** for 7 days, along with Travel Protection Collision and Travel Protection flight protection.
Upon review, on April 13, 2020, Mrs. *** canceled the flights and car rental using a cancel link that was sent via email. There was a refund for the car rental and Travel Protection Collision Damage Plan that was processed in the amount of $199.04.
Upon further review, on July 08,2020 Mrs. *** contacted Expedia via chat and inquired about a refund, Mrs. *** was advised of the *** Airline travel credit. She was advised that the same route had to be booked and that travel has to be completed by January 08, 2022.
Today, August 24, 2020, I contacted *** Airways to confirm if Mrs. *** would be eligible for a refund or to book any other destination and per Rosana the agent that assisted me, she stated that there was refund request that was already denied on April 13, 2020. She validated the following information: “Due to the special fare that was purchased “bulk fare” the customer has until January 09,2022 to complete travel and the same route has to be booked.”
We recognize that an airline credit may not be what Mrs. *** was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We are still bound by the airline’s terms and conditions and this is the only option that they're providing at this time. Mrs. *** and her travel companion will have to book the same route Phoenix, AZ to Florence, Italy on *** Airways.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mrs. *** accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla ***
Corporate Correspondence Team
?
Customer Response
• Aug 25, 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.
In November of 2019 we purchased vacation package through expedia to travel to Cancun, Mexico. As you can imagine like many we were to leave on Monday and the *** States Government and Mexico closed the borders so we could no longer go. After staying on hold repeatedly for over 7 hours I was able to get some of our flights comped as I am unsure still to this day if that has been resolved.
In regards to the hotel stay they were contacting the hotel to refund and to this day they continue to say this. The hotel on their website stated to guests that had stays booked that they would be refunding stays. To this day, which it has been months they continue to say the same thing.
June 23, 2020
Dear ***,
We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis. Given the evolving travel environment, we continue working with our airline partners on certain aspects of their policies with the goal of simplifying the process of using your airline credit.
Here is a summary of what we know right now:
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• The original itinerary number is ***.
• Expedia confirmed, with our airline partner, that any applicable change fees on this airline reservation would be waived.
Other helpful information:
• The airlines are setting the policies for how you can redeem your airline credit.
• Each airline credit is in the original traveler’s name; airline credits cannot be combined or transferred to another person.
• Airline credits must be used for air travel, including taxes and fees, with the airline that originally issued the ticket. Airline credits cannot be used for ancillary services.
Here’s what we’re still working to find out:
• Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit.
• Any additional terms and conditions attached to your flight credit.
We will continue communicating with you via email when we have further details about your airline credit. We will also keep this page updated with the latest information. Please ensure you review information in the COVID-19 section as it will be the information that is most relevant to your itinerary noted above.
All of us at Expedia value you and are grateful for your business. We hope you and your families stay safe and healthy. And when you are ready to travel again, we'll be here, ready to serve you.
Sincerely,
The Expedia Travel Team
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Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Inbox
x
*** <***>
Sat, Mar 21, 4:46 PM
to travel
Good afternoon, to whom it may concern, I am asking for a refund of my money I paid for my hotel as the mexico border is closed and we are not able to stay are the hotel.
Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
Justine
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 21, 2020 2:47:42 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good afternoon, to whom it may concern, I am asking for a refund of my
money I paid for my hotel as the mexico border is closed and we are not
able to stay are the hotel.
Thanks,
***
>
*** <***>
Thu, Mar 26, 5:40 PM
to travel
Justine, thank you for taking the time to let me know about this.
Pleased be advised that we were unable to get through to *** Cancun - All Inclusive and we have sent these case to our offline team to follow up in the next 4 weeks.
Thank you for choosing Expedia.
Marvs
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 26, 2020 3:41:18 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Justine, thank you for taking the time to let me know about this.
Take care,
***
On Thu, Mar 26, 2020 at 2:32 PM wrote:
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
>
> We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
>
> Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
>
>
> Justine
> Expedia Customer Service Team
>
> -----Original Message-----
> From: ***
*** <***>
Mon, Apr 20, 7:01 PM
to travel
Justine, I hope you are well. Just checking to see an update on this situation. Again prefer a refund or a credit for resort as we plan on going when we hope later this year.
Also Expedia continues to send me emails to review
Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
Thank you for choosing Expedia as your travel partner.
Chris
Expedia Customer Service Team
*** <***>
Sun, May 10, 10:09 AM
to travel
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thank you for contacting Expedia regarding your request to obtain a refund under itinerary ***.
Currently, we’re receiving more emails than expected and the response time may be delayed. Our record shows that one of our customer representative already coordinating your refund request with *** Cancun - All Inclusive. We will keep you posted once we receive a response from the hotel.
We values your time and we appreciate your patience regarding this matter.
Mark
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: May 10, 2020 8:09:28 AM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thanks,
***
On Mon, Apr 20, 2020 at 7:09 PM wrote:
>
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
>
> We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
>
> Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
>
> For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
>
> Thank you for choosing Expedia as your travel partner.
>
> Chris
> Expedia Customer Service Team
Thank you for looking into this matter
Expedia.com Response
• Aug 23, 2020
August 23, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his package booking. We understand the customer is requesting a refund in the amount of $3228.04.
Our records indicate that on November 27, 2019 , the customer, or an authorized user of the Expedia account, self-booked a package for two travelers for March 24, 2020 for 8 nights. The booking consisted of two one ways fares from Appleton, WI to Cancun, Quintana Roo, Mexico on *** Air Lines and the return on *** Airways, staying at *** Cancun - All Inclusive, with *** Share Shuttle for a grand total of $3217.67.
Upon review, on March 18, 2020, both the outbound and return flights were canceled and an email was sent to Mr. *** with the airline travel credit information for each passenger. On March 19, 2020 Mr. *** contacted Expedia to request a refund for the hotel portion of his package and the shuttle service, the shuttle was canceled and a full refund in the amount of $20.80 was processed. Expedia was not able to reach *** Cancun - All Inclusive during the initial phone call. Expedia contacted the customer via email to advise that the hotel had denied the refund request.
Upon further review, Mr. *** replied to Expedia on March 20, 2020 to inform Expedia that the hotel was honoring refunds. On March 26, 2020, Expedia replied to Mr. *** to apologize for the delay and Mr. *** replied. On March 28, 2020 Expedia emailed Mr. *** to advise that his case was sent to the offline team and he would receive a follow-up in the next four weeks. An email was sent to the hotel to request another refund or credit. On May 10, 2020 Mr. *** contacted Expedia via email to follow up, and as of today August 23, 2020 the *** Cancun - All Inclusive has not replied to our request. I attempted to contact *** Cancun - All Inclusive with no success, the only option was to send them another email request. I can follow up with Mr. *** once I receive or can make contact with someone from the hotel.
We understand that Mr. *** has been patiently waiting for a refund and has reached out to Expedia on numerous occasions. Please be advised that without the approval from *** Cancun - All Inclusive, Expedia is not able to process a refund as we have to follow our travel partners policies.
In reference to both airlines we follow the policies of our partners, so any credit, refund or change is determined by the travel provider. We understand that Mr. *** may be dissatisfied with receiving credit with an airline vs a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. We are not able to provide a refund as requested by Mr. *** for the *** and *** Airline tickets.
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.
I had booked with Expedia for a trip to *** Japan, which was cancelled due to the corona outbreak. My flight and all hotels aside from my *** hotel were cancelled before I personally could cancel them myself. Before I canceled the hotel in Kyoto, I had called the hotel and asked them if they would be kind enough to understand the circumstances and see if I would be given a full refund. The hotel was so generous and said “of course!” I then called an Expedia agent on the phone who also got into contact with the hotel, who asked again if it was possible to receive a whole refund and again, the answer was yes. The Expedia customer service agent said that I would be able to receive a full refund. However, when I officially cancelled, Expedia’s story changed and said that I accepted a voucher, it’s non refundable.... and saying that I only have a coupon that it’s only good of use for up until May 8th 2021. AT THE SAME HOTEL!!! Once I brought this to Expedia’s attention they denied that the hotel and them had an agreement and that their hands were tied. I’m a college student and saved an entire years worth of what I could to go on this trip, and that hotel was a huge portion of it. I just want my refund back :( I feel absolutely voiceless.
Dear Revdex.com, It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below. Findings: I can confirm this reservation was created on February 9, 2020 for three nights at *** for a total amount of 803.09 USD, and was set for check-in on May 5 2020 and check-out on May 8 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 refundedOur records indicate Ms. also purchased Travel Protection Hotel Booking Protection Plus for 44.00 USD.
A review of this itinerary indicates Ms. contacted us on April 30, 2020 to request cancelation due to Covid-19. As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility as possible, and *** had agreed to a future travel voucher for the booking. While we are aware Ms. says *** advised her personally she can be refunded, our records confirm the property has not notified us of a penalty waiver. Per our documentation, Ms. initially accepted the voucher and was assisted in canceling the booking, however, over the month of May Ms. contacted us several times to request a refund, and advised us the property had personally advised her they would refund. As we are bound by the property's terms and conditions and the hotel had not allowed us to refund, I can confirm no error on the part of our agents who explained we were unable to change the policy.
Resolution:
I reached out to the property to confirm whether they can rescind their voucher and provide a refund instead. The property has kindly authorized the refund. We regret the delay in our ability to reverse the policy *** originally advised us; however, please know that these are extraordinary circumstances that travel partners are trying to work through. I initiated the refund today. Due to the high volume of transactions taking place, it can take up to 30 days for the amount to appear on your statement.
Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards,Allison D.The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me
Thank you so much for your help in resolving this issue!
Sincerely
I booked airline reservations with Expedia on 11/9/2019 for a trip to Las Vegas from 5/31/2020-6/4/2020. As part of the checkout process, asked if I wanted to purchase Travel Guard insurance. Because of the time span, I did purchase insurance at the cost of $120.00. On 4/5/2020, I received an e-mail from Expedia that the airline cancelled the trip due to COVID-19. On that day, I filed a claim with AIG Travel Insurance for a refund. The policy coverage includes "Trip Cancellation 100% Trip Cost Per Insured". On 6/10/2020, I received an e-mail from AIG Travel Insurance requesting any documentation of refunds already received. I had not received any. On 6/12/2020, I received an e-mail from Expedia informing me, "We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis." On 7/27/2020, I received a check in from mail from AIG for $14.07. I called AIG Customer Service and was directed to call Expedia for refund and also suggested I could appeal. I called Expedia Customer Service and was told their policy is no refunds. I filed an appeal with AIG. On 8/7/2020, I received an e-mail from AIG, with the following information:
Travel dates: 5/31/2020 - 6/4/2020
Number of travelers: 3
Trip Cost Per Person: $554.69
Refund Per Person: $4.69
Benefit payable per person: $550.00
Total payment due: $1,650.00
Comments:
Please note: Refund amount cannot exceed the amount you have pre-paid for your trip
Amount paid represents the non-refundable portion of your trip. Please contact your travel supplier if additional reimbursement is due.
This check includes payment for your airline e-tickets. By cashing this check you are agreeing to the terms and conditions of your policy. If these airline e-tickets are used or exchanged for future travel, or if you receive a refund for the tickets, we will seek reimbursement of our payment.
I then spent hours speaking with Expedia Customer Service, Supervisor and a Corporate Manager. I explained I purchased the insurance trusting the policy covered 100% Trip Cost. The $14.07 check covers the booking fees with Expedia and not the airline tickets. The Expedia Supervisor informed me they have polices and our bound to their agreement with airlines and their policies. I commented I don't know what their agreements are with airlines, I was booking through them and purchased the Travel Guard Insurance offered on their website. She attempted to escalate my complaint to a Corporate Manager but was disconnected. I called back to Expedia Customer Service and was eventually put in contact with the manager, John. His response was they are only a booking company and they don't offer refunds. I asked if he thought it was absurd to spend $120 for travel guard insurance that only covered a $14.07 booking fee. He replied, "You should have read the Terms & Conditions". Everyone I spoke with, I read the Travel Guard Policy coverage and shared that with this pandemic, I do not plan to ever get on a plane again and expect a full refund. I have contacted *** and *** Airlines and waiting for a decision on refund. I feel that both Expedia and AIG are fraudulent in their marketing of Travel Guard Protection that offers 100% Trip Cost Per Person for Trip Cancellation.
I am following up with new information on my complaint ID and direction on how to proceed. As mentioned in my complaint, I contacted *** and *** airlines when Expedia and AIG did not honor the Travel Guard insurance I purchased. Both airlines have provided a refund. *** has posted to my credit card, *** has not yet posted but I have a confirmation e-mail from them. Today, I received a check from AIG for $1635.93. This is what should have happened from the outset. AIG is the one that owes me the refund, not the airlines. I am looking for direction on how the airlines can reverse the refund. I appreciate you direction on this. The desired outcome of my complaint was a refund from AIG AND for Expedia and AIG to change their fraudulent advertising on Expedia's website. Thank you.
Expedia is horrible. We called to cancel our flight two days early. Expedia did not cancel the flight.
We were told we would hear back within 24 hours. A month later, we received an email that expedia would give us a credit for the flight that they failed to cancel. And then another 6 weeks later we received a follow-up email saying we could not get a refund from the airline because we were not eligible, had not canceled in time. The airline originally told us we had to cancel thru expedia because that's how we booked. If I could give expedia a negative rating, I would.
Credited my Plane Tickets, but like pulling teeth, hours on the phone and online. Now ripping my son off on his Covid-19 cancelled Conference, Plane Tickets and Car Rental. He just needs credit so he can make new reservations for conference in new location. Why is this so difficult? It has been since March 2020 that we have been dealing with Virus related travel issues, why is Expedia still struggling to adapt? I'm very disappointed with Expedia, very poor customer service. After years, they have seen the last of my business. Trying to help my son who is out of work to fight these thieves and get back his money.
I had to cancel a hotel reservation because of covid cancelling an event. I have been fighting with them since March to get a refund or voucher. I have been promised a full voucher by at least four agents and then nothing happens. All they do is make promises and then do nothing. If this is not settled I will never use Expedia again.
We reserved online through expedia two hotel rooms with the option to have the city view in niagara falls. View to the niagara, we chose the option with the view that costs a little bit more than the regular room.
The check in wa supposed to je at 4pm.
At our arrival they didnt have our rooms and wanted to give us room on the second floor not view at all, I said we d'wanted what we reserved thats the reason we paid more.
Therefore they told us to wait untill they could get some rooms available for us in an upper level.
We finally had acces to the hotel by 6pm and than they gave us a room in a upper level with a parking lot view -.-.
I reserved something and they just gave us whatever they had.
Not happy at all
Expedia sell us something and the hotel gives us something different.
Expedia sold us false deals or the hotel didnt care about us.
I got pictures as a proof.
I would lile a refund or a indemnition to this.
We came to have fun and enjoy and our hotel experience was not nice at all.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on August 7, 2020 via Expedia website for arrival on August 8, 2020 and departure on August 9, 2020 for 2 rooms. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 4:00 PM local hotel time, August 7, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Our records indicate the customer booked 2 rooms described as Room, 1 King Bed, Non-Smoking, City View. As the customer chose a city view room, this can include a view of a parking lot. We were able to confirm that the room description for the customer's bookings did not include a water view or a waterfall view. Conclusion:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we are not able to offer a refund from the property since the customer did receive the room type booked and the hotel did accommodate by moving them to a higher floor.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Booked a hotel to Kenya for May 2020 and covid happens, I have been trying to get a travel voucher or some sort of travel credit since March .All I've been getting when you do try to contact expedia is oh we will send you a voucher via email and still up to date August 09 2020 I am still waiting on that voucher. I have booked many hotels and tickets all over the world with expedia ,however this experience has left me rethinking these third parties and future business.
Expedia overcharges for Economy Basic (British Airways) and Economy Light (Air France) fares!
Warning! Always check the price listed on the airline booking site before booking with Expedia,
or even better just book directly with the airline.
You can also use google flights to double check that expedia is not ripping you off.
I was charged $200 by expedia for a ticket that I could purchase directly on Air France website by $125.
This was a ticket from Paris to another European city.
The same happened when I tried to book a British Airways flight, but this time I was alert, and bought the
flight directly at britishairways.com with no hassles.
I have very bad experience with Expedia. Expedia don't want give money back. Flight was canceled becouse of covid 19. The flight company *** gave me the certificate that it gave to Expidia whole money back for my ticket. They are lying that nobody form *** take a phone from them or that *** is not answering on Emails. This situation lasts since May. I am calling to Expedia every week. I will never recomend Expidia to anybody.
I have been working hard trying to communicate with them in regard to the trip they cancelled one month prior to the date of the trip. They have done nothing but run me around and send me to voice mails and automated communication venues. I even filed with the insurance that I purchased for out of country flites to no avail. I have been working on this since April 1st and even the credit they have said rather than the demanded refund is no good? Why in the world is this happening only thing I can say is they are probably filing bankruptcy and are protected by the courts, the insurance companies are probably doing the same and this is relative to paying back min. amounts. I will continue to follow this but general knowledge tells me it is against the law and should have been up front. 5 months guys and no results. I read some of the other ones and at least I can say they didn't fly me to the wrong country and just leave me there like I read some other posts, wow I wonder if our president knows.
My flight that I booked with Expedia.com on *** Airlines was cancelled in April. I contacted the airline and was advised that they can't help me because I booked my tickets with Expedia. On June 10 I contacted Expedia and was advised that I am eligible for the refund in the amount of $1443.46 and it will take 4-8 weeks to receive it. Confirmation email was sent to me by Expedia. I followed up on July 16, and August 6. My August 6, 2020 phone call lasted over one hour, however, the agent couldn't help or resolve the issue, he could not explain why I am not getting a refund 2 months after they requested it with airline.. He got his supervisor/manager on the phone and after one minute I got disconnected, no call back. I called on August 7, 2020, and got disconnected again. Frustrated, I am in the closed circle: the airline won't talk to me and Expedia is not helping.
August 23, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Ms. (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund in the amount of $1443.46 for her flight.Our records indicate that on August 16, 2019, Ms., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s website, under itinerary ***. A roundtrip fare with *** Airlines from New York, NY to Brussels, Belgium, departing on April 9, 2020 and returning on April 18, 2020. A refundable Classic Room, 2 twin beds non-smoking at ***, in Brussels, Belgium.On March 29, 2020, *** Airlines initiated a schedule change and cancelled the flight. On June 10, 2020, we requested a refund for the flight on behalf of Ms.. *** Airlines informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund.Please be advised that because the refund is coming directly from the merchant (*** Airlines), and of the extraordinary circumstance of the COVID-19, refunds are taking longer than normal. The airlines are not able to process refund requests within the usual time limits, therefore the timeline will be delayed.As of today, the status of the refund is currently pending and we will contact Ms. directly when we receive a status update from the airline.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. Thank you, Victor *** Corporate Correspondence Team
Our experience with a hotel that we booked on Expedia was an utter nightmare. First, we booked our stay through Expedia online for the Sierra Nevada resort. We booked and prepaid for deluxe room and were at some point given a lodge room. Never having been here, I had no idea what a lodge even was. On the Expedia website, they only have available deluxe rooms and suites. Since my numerous complaints, they have since changed their website to offer the lodge room under Sierra Nevada resort and spa. The photos are of obviously outdated and not of the actual rooms now. When we arrived at the hotel after a long drive on a hot day and saw that our room was nothing like what we booked....no air, no fridge, no microwave, etc. Instead, we ended up with a dark, stuffy, moldy, mildew infested malodorous room, with stains on the carpet and furniture. Not to mention lumpy beds, one window with no screen so if we opened it for some fresh air, we would be letting in mosquitoes, bugs and who knows what else. Anyone could literally jump into our room from the parking lot. My son and I have bad allergies and would have gotten sick staying here, so within minutes we walked out. We asked for refund, stating that this was not the room we booked and they said we would have to contact Expedia. The staff at the front desk were not helpful and downright rude. Being Saturday, they had no other rooms in town, so we drove home. Expedia said no refunds, even though we were not given the room promised. The hotel lied and said we stayed in the room even though we left within minutes of seeing it. Neither Expedia or the hotel ever apologized for ruining our trip. Don’t use Expedia or this hotel. It is definitely not up to Covid standards.
Airline flight to El Salvador was cancelled. Departure date was June 26, 2020, however we are being told by Expedia supervisor Kemberly MNLK guilaran that a refund is being denied as per *** policy. However, according to the law of transportation if an airline flight is cancelled, we have the right to a refund. Expedia is denying to refund the amount claiming that *** is not approving the refund. A DOT complaint has also been filed against ***.
August 20, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund for his flight with ***.
Our records indicate the on January 16, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for three passengers on Expedia's website, under itinerary ***. The booking included A Combined One Way Fare with *** from Los Angeles, CA, to San Salvador, El Salvador, departing on June 26, 2020 and A Combined One Way Fare with *** from San Salvador, El Salvador, to Los Angeles, CA, departing on July 4, 2020.
Upon review, on June 22, 2020 Mr. was sent an email for an airline schedule change on outbound flight that was cancelled due to COVID-19 with Future Travel Credit. Mr. called in for refund and was advised to call *** as they are a low cost carrier. The agent called *** and was advised no refund only future travel credit.
Upon further review, on June 25, 2020 Mr. called in requesting a refund for outbound flight and was advised no refund only Future Travel Credit. The agent called *** and was advised to send email to request a refund, refund not guaranteed.
On July 8, 2020 Mr. called Expedia to follow up on refund. An email was sent to *** to request a refund.
On July 30, 2020, *** replied and advised only FTC. An email was sent to Mr. and Mr. replied back not happy with the reply from ***.
Please be advised based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s for a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Monica ***
Corporate Correspondence Team
This is beyond a disappointment you guys are taking advantage of the people who made you successful during these times. You have horrible managers like Locus who don’t care with but about losing a faithful customer. I have always booked my hotels through Expedia after today best believe you guys are the worst of the worst to take advantage of people. Coronavirus has made you guys very thirsty!!!!!
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on 04, 2020 via the mobile app for arrival on August 28, 2020 and departure on August 30, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made before 6:00 PM local hotel time, Friday, August 14, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Cancellations or changes made after 6:00 PM local hotel time, Friday, August 14, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Customer care was contacted on August 5, 2020 to obtain a full refund of the reservation. Unfortunately, they were unable to obtain approval to issue any refunds.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a credit in the amount of $403.68. The credit will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I have now spent 8 hours trying to deal with customer service reps from Expedia and *** to take care of rebooking a flight credit that was issued due to COVID19. I started off by calling Expedia and a rep helped me to rebook one of the flights but said there was $125.70 left over and I would have to talk to *** to use that towards first class seats or baggage. I then called *** the next day and after spending 4 hours on the phone, they said they couldn't see any of the information and I would have to contact Expedia to use any credit that I received. The following day I called Expedia reps again, the first rep hung up on me. The next rep transferred me to a supervisor (her name was Rose) who after looking at my itineraries told me that there was an additional $200+ credit on the second itinerary that the first rep told me wasn't there. Then she said there was nothing she could do to help me and stated policy. I asked to speak to someone who could help me solve these issues, so she put me on hold for 10 minutes and then came back to tell me that no one was available and I would have to call back again and go through the same process.
I have never had such a horrific customer service interaction before in my life, I have now wasted 10+ hours trying to get this solved. I used to work for hotels solving guests problems everyday and have spent countless hours wondering why people would get so frustrated so quickly with service issues and for the first time in my life, I now understand.
I reserved a room with one of their hotels for October 3-4 for a college Homecoming. The hotel that they represented stated that they would refund the deposit if there was a change of plans. I cancelled due to the COVID19 pandemic not getting any better. The hotel (after calling three numbers to get someone) told me that I had to get the refund from Wyndham. Wyndham told me to go to Expedia. Expedia told me to go to the hotel directly.
To date, I have not received a refund or recieved further correspondance from them.
Dear Revdex.com,It has been my pleasure to assist with case #*** . Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on July 27, 2020 via the Website for arrival on October 3, 2020 and departure on October 4, 2020. At the time of booking, the customer agreed to the following cancellation policy:Refundable: Cancellations or changes made after 4:00 PM local hotel time, Friday, October 2, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.Cancelled on June 25, 2020On July 27, 2020 the customer contacted Expedia and stated that a refund was never issued for the cancellation.We reached out to the hotel on the customer's behalf and emails were sent to the hotel and the customer between July 27, 2020 to August 4, 2020.Resolution:In conclusion, after review of the account, the booking was cancelled outside penalty and the funds were taken through the hotel. We as a third party intermediary have tried to contact the hotel for the customer with out success. As we are unable to remove charges made by a different merchant, we recommend the customer contact their bank to have them investigate any remaining charges and assist with any refund amount due. We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jalen B.The Expedia Team
Itinerary # *** we were supposed to travel to Greece in June, I booked a Hotel in Greece with Expedia, and we paid the full amount, also we paid insurance just in case, when COVID started, *** cancelled all their trips going to Europe from April, so we cancelled all our reservation, but Expedia didn't refund our money back and even their insurance co. we have not received anything back from them.
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 February 19, 2020 for arrival on June 11, 2020 and departure on June 14, 2020 at *** Suites. At the time of booking the customer agreed to the non-refundable cancellation policy for a total cost of 1,433.70 USD including tax and fees. The cancellation and change policy agreed to states “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”We were unable to find any record of contact to our customer care team prior to reaching out to the Revdex.com. Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.As the customer's reservation was secured with a non-refundable policy, we reached out to the property to see if they would be willing to offer a penalty waiver for the customer's booking. Regrettably, we were unable to obtain approval for a refund from the hotel. Upon review of our customer's concerns, we have verified that the customer booked the reservation with Travel Insurance. As this is the case, the customer will need to reach out to the company that handles insurance claims. The contact information for Aon Affinity is as followed, email https://claims.travelguard.com/myclaim/us or they can call Aon Affinity at 1-855.334.3812.While we empathize with the customer’s situation the customer will have to resolve their claim through Aon Affinity.This was agreed to and reviewed before accepting the final confirmation.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
I made a reservation to a hotel in Florida and the stay began on June 22-June 27 using my Expedia account itinerary #***. Unfortunately while at the hotel we had a very bad experience; needed to change our room because of a broken bed frame in the first room and a mouse in the other room. We ended up in 3 rooms and had to move our luggage around several times. The hotel was very understanding and offered us a full refund on the stay. We have a document from the hotel stating that the cost for our stay totals to $0 (receipt). I used the chat option on Expedia to talk to a representative to cancel the charges on July 15 because they were still charging the card. They said they would handle it by contacting the hotel to verify and that they would email back because it would take a little while. They did not email me. I received 5 emails from Expedia asking for me to rate their service and no response regarding my refund issue. At this point we had the bank block the transaction as was suggested by someone who had gone through a similar issue with Expedia. A notice in the mail was received from the card that was used stating that Expedia was trying to charge again after we had blocked the transaction. I called Expedia again and was on hold with 3 separate representatives for over 3.5 hours on July 29 and all of them said they would call the hotel to verify the refund and finally I was told the people who actually contact the hotel from Expedia only work until 5pm (at this point it was 8pm). I am very frustrated that the bank is now saying that because Expedia keeps requesting a charge that they will need to process the full amount and will refund after it is settled with Expedia. Honestly I don't even think I can settle it with Expedia because they keep restarting the process every time I call them! I do not understand why I need to speak to 4 different representatives about the same problem and still get charged for a hotel stay that THE HOTEL REFUNDED! I am still waiting for information about this issue! I have had a terrible experience with the customer service of Expedia. Expedia needs to reevaluate how they operate their business! A representative requested the receipt document stating that the stay was refunded and I provided the reciept, I also shared the managers name and phone number for the hotel. I received an email on July 31 saying they tried to contact the hotel and did not get an answer and said they were switching my case over to a "backend" team which would contact me in 24 hours. Well, I received the email on July 31 at 1:31 and it is now Wednesday 10:47a.m. and I still have no contact from anyone from Expedia regarding the refund.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that this reservation was created on May 29, 2020 via Website for arrival on June 22, 2020 and departure on June 27, 2020. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:00 PM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 20% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.On July 15, 2020 the customer contacted customer service requesting a refund because the provided accommodation didn't meet their expectations. Customer care reached out to the hotel to request a refund. Unfortunately, they were unable to reach a resolution with the property at this time and they were advised to send an email. On July 29, 2020 the customer reached back out requesting a refund once more. During the customer's interaction with customer care the call dropped. The agent attempted to contact the customer and left a voicemail. The customer reached back out later in the day advising that the property had approved a full refund. Between July 31 and August 05, 2020 our team was in communication with the property regarding a refund for the customer's reservation. Unfortunately, they were unable to obtain approval for a refund. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As the hotel has not approved a refund for the reservation, we are unable to proceed with a refund on our side. However, we have issued a 70.00 USD coupon as compensation for the customer's experience. The customer will be receiving an email with full coupon details shortly. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Best regards,The Expedia Team
Complaint: ***
I am rejecting this response because: I have personally spoken to the manager at the property. Expedia is most likely pocketing the money because I have a document from the property stating that the stay would not be charged. The entire time I have spoken with customer service they have said that they cannot make contact with the property. I do not trust that they have actually made contact since I have personally spoken with the property and they not only provided me with a receipt totaling 0$ but told me several times that Expedia may cause a problem as they have heard from customers but on their end they are not charging for the stay because of the many problems experienced during the stay. This is not sufficient, the total for the stay is zero the hotel has provided the receipt where is the money going? Expedia? Is BBC able to make contact with the hotel because they are not charging for the stay. I can also provide the receipt I received upon checking out.
Sincerely
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on May 29, 2020 via mobile app for arrival on June 22, 2020 and departure on June 27, 2020. At the time of booking, the customer agreed to the following cancellation policy:
Cancellations or changes made after 11:00 PM local hotel time, Thursday, June 18, 2020 are subject to a hotel fee equal to 20% of the total amount paid for the reservation. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Customer care was contacted on July 15, 2020 in regards to obtaining a full refund of the reservation. Unfortunately, customer care was unable to obtain permission to issue any refunds for the reservation.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have issued a refund in the amount of $701.43 USD. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Hotels.com 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. I would like to say again that whatever form of contact Expedia uses is clearly not satisfactory since I was able to speak with the hotel personally many times and even with the manager and yet I was still receiving responses from Expedia saying that they could not contact the hotel. I accept my full refund as I originally requested and as my receipt and manager at Beachcomber verified. I noticed I am responding to hotels.com? The signature at the end of the response was not Expedia which is confusing. As long as Expedia issues a refund and actually refunds the full amount and does not drag it out and not refund me then I am ok with it. Based on my experience with Expedia customer service I have absolutely no faith in this company to do what they ethically should. I am very thankful for Revdex.com for handling this matter and I am very upset with Expedia who essentially put me in a place where I had to seek out a higher power to crack down and make them do what they were supposed to do anyway. Again, thank you Revdex.com for holding businesses accountable.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
We booked flights Jan 2020 through Expedia for a trip to Italy in October 2020. The coronavirus hit the US in Feb/Mar 2020 timeframe. Expedia is giving us flight credit to be used by Jan 2022, however, we must travel to the same location. This policy was given to Expedia by *** Airlines. I contacted *** Airlines and they stated I must work with Expedia since that is where I purchased by tickets. I dont think we should be forced to travel to the same location for two reasons. The virus will still be around in 2021 and flights to Italy are double the price since all the airlines are trying to recoup the monies they have lost during the pandemic. We cant afford double the price tickets and dont wish to travel that far/to that area due to my age and health related issues (pre existing conditions) for the virus. We should either get a full refund or get to use the credit to go anywhere we want (closer to home).
August 24, 2020
Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding their airline tickets. We understand the customer is requesting a refund in the amount of $1838.88.
Our records indicate the on January 09, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two travelers on Expedia's website, under itinerary ***. The booking included a round trip fare with *** Airlines from Phoenix, AZ to Florence Italy for October 02, 2020 returning October 10, 2020 and a car rental for *** for 7 days, along with Travel Protection Collision and Travel Protection flight protection.
Upon review, on April 13, 2020, Mrs. *** canceled the flights and car rental using a cancel link that was sent via email. There was a refund for the car rental and Travel Protection Collision Damage Plan that was processed in the amount of $199.04.
Upon further review, on July 08,2020 Mrs. *** contacted Expedia via chat and inquired about a refund, Mrs. *** was advised of the *** Airline travel credit. She was advised that the same route had to be booked and that travel has to be completed by January 08, 2022.
Today, August 24, 2020, I contacted *** Airways to confirm if Mrs. *** would be eligible for a refund or to book any other destination and per Rosana the agent that assisted me, she stated that there was refund request that was already denied on April 13, 2020. She validated the following information: “Due to the special fare that was purchased “bulk fare” the customer has until January 09,2022 to complete travel and the same route has to be booked.”
We recognize that an airline credit may not be what Mrs. *** was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We are still bound by the airline’s terms and conditions and this is the only option that they're providing at this time. Mrs. *** and her travel companion will have to book the same route Phoenix, AZ to Florence, Italy on *** Airways.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mrs. *** accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla ***
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
In November of 2019 we purchased vacation package through expedia to travel to Cancun, Mexico. As you can imagine like many we were to leave on Monday and the *** States Government and Mexico closed the borders so we could no longer go. After staying on hold repeatedly for over 7 hours I was able to get some of our flights comped as I am unsure still to this day if that has been resolved.
wrote:
wrote:
In regards to the hotel stay they were contacting the hotel to refund and to this day they continue to say this. The hotel on their website stated to guests that had stays booked that they would be refunding stays. To this day, which it has been months they continue to say the same thing.
June 23, 2020
Dear ***,
We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis. Given the evolving travel environment, we continue working with our airline partners on certain aspects of their policies with the goal of simplifying the process of using your airline credit.
Here is a summary of what we know right now:
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• The original itinerary number is ***.
• Expedia confirmed, with our airline partner, that any applicable change fees on this airline reservation would be waived.
Other helpful information:
• The airlines are setting the policies for how you can redeem your airline credit.
• Each airline credit is in the original traveler’s name; airline credits cannot be combined or transferred to another person.
• Airline credits must be used for air travel, including taxes and fees, with the airline that originally issued the ticket. Airline credits cannot be used for ancillary services.
Here’s what we’re still working to find out:
• Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit.
• Any additional terms and conditions attached to your flight credit.
We will continue communicating with you via email when we have further details about your airline credit. We will also keep this page updated with the latest information. Please ensure you review information in the COVID-19 section as it will be the information that is most relevant to your itinerary noted above.
All of us at Expedia value you and are grateful for your business. We hope you and your families stay safe and healthy. And when you are ready to travel again, we'll be here, ready to serve you.
Sincerely,
The Expedia Travel Team
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Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Inbox
x
*** <***>
Sat, Mar 21, 4:46 PM
to travel
Good afternoon, to whom it may concern, I am asking for a refund of my money I paid for my hotel as the mexico border is closed and we are not able to stay are the hotel.
Thanks,
***
[email protected]
Thu, Mar 26, 2:32 PM
to me
Dear ***,
Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
Justine
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 21, 2020 2:47:42 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good afternoon, to whom it may concern, I am asking for a refund of my
money I paid for my hotel as the mexico border is closed and we are not
able to stay are the hotel.
Thanks,
***
>
*** <***>
Thu, Mar 26, 5:40 PM
to travel
Justine, thank you for taking the time to let me know about this.
Take care,
***
[email protected]
Sat, Mar 28, 2:32 AM
to me
Dear ***,
Pleased be advised that we were unable to get through to *** Cancun - All Inclusive and we have sent these case to our offline team to follow up in the next 4 weeks.
Thank you for choosing Expedia.
Marvs
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 26, 2020 3:41:18 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Justine, thank you for taking the time to let me know about this.
Take care,
***
On Thu, Mar 26, 2020 at 2:32 PM
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
>
> We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
>
> Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
>
>
> Justine
> Expedia Customer Service Team
>
> -----Original Message-----
> From: ***
*** <***>
Mon, Apr 20, 7:01 PM
to travel
Justine, I hope you are well. Just checking to see an update on this situation. Again prefer a refund or a credit for resort as we plan on going when we hope later this year.
Also Expedia continues to send me emails to review
Thanks,
***
[email protected]
Mon, Apr 20, 7:09 PM
to me
Dear ***,
Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
Thank you for choosing Expedia as your travel partner.
Chris
Expedia Customer Service Team
*** <***>
Sun, May 10, 10:09 AM
to travel
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thanks,
***
[email protected]
Sun, May 10, 8:09 PM
to me
Dear ***,
Thank you for contacting Expedia regarding your request to obtain a refund under itinerary ***.
Currently, we’re receiving more emails than expected and the response time may be delayed. Our record shows that one of our customer representative already coordinating your refund request with *** Cancun - All Inclusive. We will keep you posted once we receive a response from the hotel.
We values your time and we appreciate your patience regarding this matter.
Mark
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: May 10, 2020 8:09:28 AM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thanks,
***
On Mon, Apr 20, 2020 at 7:09 PM
>
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
>
> We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
>
> Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
>
> For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
>
> Thank you for choosing Expedia as your travel partner.
>
> Chris
> Expedia Customer Service Team
Thank you for looking into this matter
August 23, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his package booking. We understand the customer is requesting a refund in the amount of $3228.04.
Our records indicate that on November 27, 2019 , the customer, or an authorized user of the Expedia account, self-booked a package for two travelers for March 24, 2020 for 8 nights. The booking consisted of two one ways fares from Appleton, WI to Cancun, Quintana Roo, Mexico on *** Air Lines and the return on *** Airways, staying at *** Cancun - All Inclusive, with *** Share Shuttle for a grand total of $3217.67.
Upon review, on March 18, 2020, both the outbound and return flights were canceled and an email was sent to Mr. *** with the airline travel credit information for each passenger. On March 19, 2020 Mr. *** contacted Expedia to request a refund for the hotel portion of his package and the shuttle service, the shuttle was canceled and a full refund in the amount of $20.80 was processed. Expedia was not able to reach *** Cancun - All Inclusive during the initial phone call. Expedia contacted the customer via email to advise that the hotel had denied the refund request.
Upon further review, Mr. *** replied to Expedia on March 20, 2020 to inform Expedia that the hotel was honoring refunds. On March 26, 2020, Expedia replied to Mr. *** to apologize for the delay and Mr. *** replied. On March 28, 2020 Expedia emailed Mr. *** to advise that his case was sent to the offline team and he would receive a follow-up in the next four weeks. An email was sent to the hotel to request another refund or credit. On May 10, 2020 Mr. *** contacted Expedia via email to follow up, and as of today August 23, 2020 the *** Cancun - All Inclusive has not replied to our request. I attempted to contact *** Cancun - All Inclusive with no success, the only option was to send them another email request. I can follow up with Mr. *** once I receive or can make contact with someone from the hotel.
We understand that Mr. *** has been patiently waiting for a refund and has reached out to Expedia on numerous occasions. Please be advised that without the approval from *** Cancun - All Inclusive, Expedia is not able to process a refund as we have to follow our travel partners policies.
In reference to both airlines we follow the policies of our partners, so any credit, refund or change is determined by the travel provider. We understand that Mr. *** may be dissatisfied with receiving credit with an airline vs a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. We are not able to provide a refund as requested by Mr. *** for the *** and *** Airline tickets.
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,
Karla *** Corporate Correspondence Team