Legislation has been passed that if a flight or any part of your trips flights has been cancelled that you are entitled to a full refund. Expedia refuses to follow these guidelines. I have been refunded for a portion of my trip but they refuse to refund all of the air travel and have gone so far to lie to me on several occasions. They will only issue ecredits. I do not know if l will ever be able to book this trip again.
Expedia.com Response
• Jun 26, 2020
June 25,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer booked combined one way flights for travel from Traverse City, MI to
Chicago, IL, departing with *** Airlines on May 4, 2020 and returning with
*** Airlines on May 27, 2020.Both of
the flights had schedule change. The *** Airlines flight had a time change
of about 60 minutes. The *** Airlines flights had a time change of one hour
and 40 minutes. The
customer accessed the flights online and elected to cancel. There are multiple
buttons to click through and it as a voluntary process that advised that a
credit would be provided.We
contacted both airlines to advocate for the customer and they both allowed a
refund. Please allow time for the airlines and the credit card company to
process the refund.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
In December 2019, I booked a hotel reservation for *** at *** via the Expedia website. (dates of stay: February 13-17, 2020). I cancelled the reservation through the Expedia website ONE WEEK in advance of the stay and within the desired period (48-hours). I received three emails from Expedia stating that I had effectively cancelled (I had booked three rooms and out of an abundance of caution, I cancelled each one separately despite all rooms having the same reservation number).
On February 13, 2020, *** charged $388.44 on my credit card (the equivalent of a one night stay with taxes). When I called them, they stated I had cancelled in time and they could not understand the charge. They recommended I contact my bank (***) and file a dispute, which I did.
I received the results of the *** dispute about one month later, which indicated I was charged a one night stay for one room because I did not cancel within the 48-hour window. I was told to contact Expedia.
I attempted to contact Expedia and there was no way to speak to a representative due to COVID-19 (they were only allowing calls from those traveling within the next three days). I waited until last week (May 14) and tried again. I was able to get through to an Expedia representative, who told me he contacted the *** while he put me on hold and *** acknowledged their mistake and I should do "nothing more." He asserted that I would be refunded the $388.44 I was charged within 7 days. I thanked him and waited for the refund to appear in my bank.
As of May 22, there has not been a refund. Today (May 22), I called Expedia again and the person who answered stated they would continue to communicate with *** regarding the issue. I asked her to please email me confirmation of our call. She assured me the issue would be resolved. Several hours later, I received an email from Expedia stating the hotel "denied" my request due to their policy (I assume their cancellation policy).
I have emails from Expedia indicating the reservation was effectively cancelled on February 7. On Expedia's website (under "my trips") it shows my trip was cancelled; however, it also shows that despite cancelling, Expedia left a charge of $329 (with hotel taxes, this will bring the amount to what I was charged, $388.44).
I am very frustrated at Expedia. I cancelled well in advance of the 48-hours, yet I was charged for one night due to not cancelling (by ***). I feel Expedia has given me the "run around," by telling me all is resolved and to "just wait" for the refund and then telling me they don't know what is going on and that the *** denied my request. Please help. I feel I cannot get through to anyone and I am deeply disappointed in this company.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We know COVID-19 and this situation has created many challenges for everyone, and we are truly sorry for the difficulty you faced in trying to reach us. All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. We can confirm our customer reserved three rooms at *** at *** for February 13-17, 2020 with free cancellation until 8:00 AM local hotel time, Wednesday, February 12, 2020 and chose the option to pay the hotel directly.It is important to note that when the hotel is the billing party, Expedia is not able to access billing history. If there is an issue we always recommend our customers contact the property directly or contact their bank for other options.We have confirmed that our customer canceled all three rooms on February 7, 2020. The property confirmed the cancellations and processed the refunds for the first and third room, but missed the second room. We can confirm they were notified of all three cancellations.On May 14, 2020 our customer reached out to our customer care because they were charged as a no-show for one of the rooms on their booking. Our customer care team contacted the property to advocate on the customer's behalf for a refund. They confirmed the charge and that a refund would be processed and should post within 7 business days.On May 22, 2020 our customer reached out to our customer care team for an update on the refund as it had not posted to their account yet.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's request, we contacted *** at *** to advocate for a refund on behalf of our customer. They had not refunded yet and sent their apologies to our mutual customer. They have processed a refund to the method of payment used when booking. The refund should post within 7-10 days. For any questions regarding the refund, our customer will need to contact the property directly.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
On 4/24 I had to call Expedia customer service to change my itinerary and change my booking. I was on the phone with Expedia customer care from 1:54PM EST until 10:36 PM EST most of it on hold to finally get my itinerary changed.
I received a text message from Expedia on 5/22 at 9:22 PM EST stating that my booking (***) can be cancelled. I followed the prompts by confirming the cancellation. Upon looking to see if my cancellation was processed, I noticed that Expedia cancelled my other itinerary instead ( ***).
I proceed to call Expedia at 9:30 PM EST. After 1 hour and 52 minutes, my call disconnected. I received a call back 30 minutes later stating I would have to wait another 30 at 12:02 AM EST advising that I will have to wait another 35-45 minutes to speak to someone who can resolve my issue.
This is an Expedia error that I now have wasted nearly 12 plus hours trying to resolve with no result.
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect two itineraries departing from Newark, NJ to Reno, NV. We understand Mr.
*** is requesting compensation for the time
spent to resolve his issue.Upon
research, we found the customer has been compensated with two $200.00 Expedia
hotel coupons expiring June 30, 2021. We contacted the customer to inquire and
was advised the coupons were not working for him. He was unable to apply the coupons
at the time of check-out for the hotel reservations he was booking. We agreed
to provide a refund in the full amount of the coupons offered to him. Refunds
may take up to 30 business days to reflect due to the unprecedented volume following
the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On January 23, 2020 I purchased a round-trip flight from Expedia for April 9-14, 2020. Due to COVID-19, I was unable to travel and cancelled my flight on March 28, 2020. I then received an email from Expedia stating that I would be receiving an email on how to redeem my airline credit from Expedia soon, because my trip was cancelled due to COVID-19. I did not receive an email until May 7, 2020. The email simply gave a link to Expedia's website, saying that the page would have the most up-to-date information on how to redeem airline credit from cancelled flights due to COVID-19. Currently, their website says that the only option to redeem flight credit is to call customer service. So, on May 21, 2020 I called Expedia customer service, with my cancelled flight itinerary number, and the number, dates, and times of the flights I wanted to book using the credit. When I first called Expedia, an automated response answered the phone saying that there was no one available to talk to me, but that they would call me back in 30 minutes. 30 minutes later I received a phone call from customer support asking how they could help me. I explained my situation, and that I wanted to book a new flight, and gave the associate all of my information including my full name, phone number, email, itinerary number, etc. The sale associate was not very helpful at picking new flights, and seemed to be unable to view flight itineraries that I could view on the Expedia app on my phone. While we were working to select new flights, the sales associate kept telling me that I may receive up-charges for changing the time and location of my flight, even though Expedia's website page on COVID-19 said that there would not be up-charges for changing flights that were cancelled due to COVID-19. The flight I wanted to book was on June 10, three weeks from the time I called Expedia. The sales associate repeatedly told me that I should call back closer to my departure date, because they were receiving an abnormal amount of calls at the time. I explained that flight prices went up by hundreds of dollars as you buy them closer to the departure date, which is why I had bought my original flight in January, when the flight wasn't until April. The sales associate then claimed that she did not know this, and that she could not view flight prices on her end of the call. Even though I explained that I did not have the extra money to pay for a more expensive flight, the sales associate repeatedly tried to convince me to call back "3 days before your departure date" when flights would cost 3x as much as they did at the time. I persisted, and asked to be helped as soon as possible.The associate also told me that there were only 10 people working with her at the moment, which may explain why she was trying to convince me to call back later. After spending 30 minutes with the first sales associate on the phone, working out the details for the new flights I wanted to purchase and confirming that my airline credit would cover the cost, I was then told I would be put on hold and transferred to another department that would handle issuing me a new ticket. I stayed on hold for about an hour and a half, and every 15 minutes the same associate would come back on the line and tell me that I would be connected to the other department shortly. Every other time the sales associate came back on the phone, she would ask me to repeat my personal information that I had already told her multiple times. This went on for about an hour and a half until I became frustrated and began to ask if I could receive a refund in any other way, because the phone call was taking so long. The sales associate then told me this was the only way that I could redeem airline credit, and that I would be switched to a new department soon. After this, the call was disconnected, and I got a call back from a different sales associate. The second phone call went exactly how the first did, the man collected my personal information, told me I would be transferred to another department, and then kept me on hold for another hour. After that hour had passed, a third associate came onto the line and told me I had been on hold with the wrong department for the past two and a half hours, and that I would be connected with the right department shortly, then put me back on hold again. I stayed on hold for another hour after that, and never received the help I asked for. After waiting the phone for over 3 hours, I am disgusted by how unhelpful Expedia's customer service is, and how their mindset seemed to be "keep customers on hold until they get frustrated and hang up, so we don't have to deal with them".
Expedia.com Response
• Jun 25, 2020
June 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***. ***.The
customer purchased roundtrip flights with *** Airlines for travel to Nashville,
TN, departing April 9, 2020 and returning April 14, 2020, foe $208.40. The
customer canceled their flights. Due to the Covid 19 pandemic *** Airlines
allowed the customer to have a credit to use towards a new flight with them
without paying a change fee.The
customer may contact Expedia to exchange the ticket within the validity of the
ticket. Normally validity requires customer to rebook their travel within one
year of the original issue date. Some airline are extending ticket validities
for passengers affected by the pandemic. When
exchanged, the new flights must be with *** Airlines. Although there is no
change fee being charged, any fare difference for the new flight selected would
have to be paid at the time of exchange. The new flights must depart from, or
travel within the *** States. Name changes or corrections are not allowed.
When the customer is ready to rebook they may contact Expedia at 1-800-EXPEDIA
and reference their case number ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 25, 2020
Complaint: ***
I am rejecting this response because:
This in no way resolves my problem. My problem was that when I called the Expedia customer service line I spent 3 HOURS on the phone with them and they were unable to book a new flight for me. The response from Expedia was to call their business number, WHICH I ALREADY DID. I jumped through every hoop Expedia set up for me to get my airline credit and gave them all of the information they needed and they were still unable to help me. I want DIRECT CONTACT with a capable employee that can book a new flight for me in a timely manner.
Sincerely
Expedia.com Response
• Jun 30, 2020
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not accept our response and/or
resolution offered.We have reviewed the documentation/new
information Ms. provided to further
address her concerns.We contacted the customer to assist in providing new
flights. Ms. decided on departing with new flights on July 16 from San
Diego, CA to Nashville, TN, and returning on July 20. The fare difference
amounted to $88.80 with no change fees applied. We processed and sent the
record off to our ticketing department for the ticket to be re-issued. Ms.
*** agreed and will await a response from Expedia via email when the new
ticket is issued.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 01, 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 had a trip to the Dominican Republic from March 26th to April 2nd I had booked a non refundable vacation package for a total of $2,395.81. On March 20th I contacted Expedia to cancel my package due to covid 19. Expedia told me to contact the airlines in reguards to getting a refund. I contacted *** and *** airlines. Both airlines gave me complete refunds on my non refundable tickets due to covid 19 and flight cancellations to Dominican Republic. When I spoke to Expedia on March 20th they told me that if I cancel my hotel I would not get a refund for the hotel. I would lose 1273.63 (hotel was ***-adult only) as an alternative, they offered to rebook me for a different day free of charge. I asked them if they had anything for June, they told me no. I booked for July 1st through the 7th. They then told me I would have to pay an additional 53.68 because the rates are a little higher during that week and I paid. Later I found out that the hotel was closed since March 18th and their anticipated open date is July 1st. If the hotel was not accepting any guests since March 18th Expedia and the hotel failed to communicate this to me. I feel that I was cheated and lied to get me to rebook instead of refunding me because the hotel was closed since March 18th and I was supposed to be at the hotel at a time the hotel would’ve been closed. The information was never disclosed to me and I feel like it was really sneaky. I’ve tried to contact customer service multiple times, corporate multiple times, placed on hold for over 6 hours. Every customer service rep gives me the same answer which is no answer and transfers me to a line that goes flat no one picks up and I have to start this whole game all over again to try and get through to someone. This is on going. The airlines gave me a complete refund due to covid, even if I had travelers insurance it would not cover pandemics
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the *** - Adults Only - All Inclusive
for two adults. We understand Mr. is requesting a refund
due to the Covid-19 pandemic.On
June 27, Mr. or an
authorized user of the account called to cancel the hotel reservation. A
corporate representative had advised the hotel is in full penalty and does not
allow a refund, however a change can be made without penalty. The customer agreed
to change the reservation to check in on October 14, 2020, and check out on October
21, 2020. A refund adjustment has been issued for the change in the amount of
$223.21.No
further action has been taken as Mr.’s
request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 07, 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 also like to withdraw my complaint thank you.
I would give Expedia negative stars if possible. Booked a flight/hotel package WITH INSURANCE for April 2020 but the hotel closed. Been trying to get a refund for two months. Have spent hours on hold with no results. Spent over and hour and 40 minutes last night talking to the agent, the agent's supervisor and the agent's supervisor's supervisor - NO REFUND PROVIDED. Did get a full refund from the airline but NOT HOTEL! DO NOT USE EXPEDIA!
Booked a flight for a party of 3 and it was canceled because of Covid-19. I was granted a credit for the $800 I spent for a future flight. I looked on Expedia site for flights, same destination, same people and the cost was $1100. I was emailed that I had to call to get my credit put on the flights and I was ready to pay the extra $300. When I finished the booking the woman from Expedia told me that I owed almost $1500 and that was after she subtracted the credit...$2300!!!!! I told her I could book the flight myself cheaper and eat the credit and still make out better than her offer. She couldn't understand what I was talking about. So obviously they are keeping my $800!!! I WILL NEVER USE THEM AGAIN. NOne of my friends will either. Every chance I get I will show copies of all these people on here who got robbed by a horrible company
I purchased a trip of 4 people for a travel in November of this year. I have also purchased the travel insurance. I have called Expedia since March 18tth 2020 trying to cancel and get my $ 2250 back and no answer
Expedia.com Response
• Jul 07, 2020
July 7, 2020Re: Expedia Case #***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand
Mrs. is requesting to a full refund instead of a travel credit due to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for three travelers. Departure on China Eastern Airlines from New York, NC, United States to Bangkok,
Thailand on April 26, 2020 and returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation
through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and
we have no authority to circumvent or to override those policies.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, for flights departing from March
19, 2020 through May 31, 2020, Expedia customers would receive an airline travel credit. This credit is simply the unused value of their current ticket to be
used as a credit toward a flight on the same airline. In this case, there will be no refund provided and new travel needs to depart within 1 year from original
ticket issue date 06MAR20.
In addition, Mrs. *** were advised of the Terms and Conditions of the Travel Vacation Wavier, which was also available at the time of booking
and within the booking confirmation email. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs. flights are
nonrefundable, therefore if the flight is cancelled the Vacation Waiver would cover her exchange fee cost only not the entire value of the flight.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jul 07, 2020
Complaint: ***
I am rejecting this response because you are totally incorrect, my flight is not from the location nor the states you indicated on your response. you are mistaken me with some else.
My trip was from Miami to Spain and on totally different dates which are Nov 24, 2020 - Dec 1, 2020. The vacation waiver I purchased from you clearly states the following:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
You are NOT willing to process my cancellation no refund me my money, you are stealing from people.
Sincerely
Expedia.com Response
• Jul 19, 2020
July 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not
accept our response or resolution offered.
We show that Mrs. *** purchased a nonrefundable. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs.
*** flights are nonrefundable, therefore when the flight was cancelled the Vacation Waiver covers only her exchange fee cost not the entire value of
the flight. When Mrs. is ready to rebook she is responsible for any difference in the new fare.
While we regret that Mrs.’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,Dez ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Due to covid-19 the airline Air *** sent me an email regarding cancellation of my flight. Expedia doesn’t answer my phone calls and offered a flight credit that is unacceptable. I did not cancel my flight, the airline did. Furthermore, I will not be traveling to Thailand or Asia anytime soon due to the outbreak in Asia. I also had an insurance package that was not reimbursed by Expedia but I was charged even after my flight my canceled. I also purchased 2 additional tickets in the names of 2 other passengers on my card. These individuals will not be flying to Asia either in the near durire so the one year flight credit is not sufficient. We are also unsure if the United States will even allow us to travel to these countries without quarantine in the near future. How am I being penalized for something I had no control over. A world pandemic impacted my flight and I was notified very early by the airline that the flight would be cancelled. I also contacted the airline directly because I was not able to contact Expedia. They said I could have a full refund but Expedia had the money so all transactions need to be completed through them.
Expedia.com Response
• Jul 07, 2020
July 7, 2020
Re: Expedia Case #: ***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***)
regarding a flight reservation. We understand Mrs. is requesting to a full refund instead of a travel credit due
to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account,
self-booked a flight reservation using Expedia’s website, under itinerary *** for three travelers.
Departure on *** Airlines from New York, NC, United States to Bangkok, Thailand on April 26, 2020 and
returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
Per *** Airline’s policy in effect due to COVID19, issued a future travel credit in the amount of $1,284.45
USD with a waiver of change fees. We've worked hard to advocate for as much flexibility as possible. After checking
again with ***, it was confirmed that they only issue a flight credit for no-shows and nonrefundable
bookings. Airline credit must rebook on the same passenger and same airline as it was originally booked. In this case,
there will be no refund provided and airline only allow to use the value of your ticket towards future flight reservation.
Please ensure to re-book/reissue within the original ticket validity, which is one year from original date of issue March
6, 2021.
In addition, Mrs. ***’s were advised of the Terms and Conditions of the Travel Protection Plan, which
was also available at the time of booking and within the booking confirmation email. The Plan is administered by Aon
(Travel guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
While we regret that Mrs*** experience was not as we would have hoped. We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Booked 1 night at a hotel on Apr 22, 2020 - Apr 23, 2020 Thru Expedia.
Itinerary #
***
Extended *** - *** United States of America
Wen I got at the hotel I was refused service per the Mass covid-19 Order guest policy. Canceled thru Expedia and got charged any way.
I contacted Expedia and the Business itself. The hotel is saying this is a Expedia problem and sends me to them. Expedia is sending me to ask the business for refund. Both of them refused to refund the payment.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to *** at Extended *** – *** for April 22-23, 2020 with free cancellation until 1:00 PM local hotel time, Wednesday, April 22, 2020 and chose the option to pay the hotel directly.It is important to note that when the hotel is the billing party, Expedia is not able to access billing history. If there is an issue we always recommend our customers contact the property directly or contact their bank for other options.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On April 22, 2020 our customer reached out to customer care because they were not being permitted to check into the hotel unless they were essential/frontline personnel. Customer care contacted the property and confirmed with the front desk agent that they were only allowing essential personnel to *** and were advised to cancel the booking. Unfortunately, the booking could not be canceled since the time for check-in and free cancellation had passed.On May 14, 18, and 22 our customer contacted our customer care to get assistance with getting a refund because the hotel charged them as a no-show. On each occasion, our customer care team unsuccessfully attempted to get our customer refunded. Between these dates, our offline team also attempted to reach the property and were either denied or could not reach a person of authority.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's complaint, we contacted the Extended *** guest services to advocate for a refund on behalf of our customer. We were happy to hear that they refunded the customer 95.49 USD on June 3, 2020. If the customer has any questions about the refund timeline we recommend reaching out to the property directly since they are the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
In February, I booked a trip from Kansas City to Jacksonville for my daughter and I to visit my dad in Jacksonville during Spring Break 3/17-3/20. Less than a week before the trip, the national state of emergency was declared, and the CDC started advising people to stay home. My father is 60 and is not in good health, so I decided to be on the safe side and follow the guidelines as best I could as they were given.
On 3/16 we rescheduled the trip through Expedia. The website was down, and the phones automated system said not to call unless your flight was within the next day or so. The new reservation was more money, but not a significant amount, less that $100, and it was confirmed for 6/10-6/17. I received two e-mails from Expedia, which I have attached. The first was on 3/16 confirming the reservation for June. The second was on 4/21 confirming that I had not taken my trip in March. There was no mention of the trip for June. I have attached both emails.
Today I wanted to see if the flight had WiFi because there is a webinar for work I would like to take at that time. When I entered my itinerary number, the Expedia app gave me an error message, so I contacted Customer Service using the Chat feature. The agent informed me that my trip had been canceled by the airline and confirmed that I had not been notified and apologized. He offered to find me a flight for the same days but could not find any with ***. I asked if he could check other airlines, and he told me it had to be with the same airline as the original booking, so I asked if he could have them refund the money and I could find a trip on a different airline. He said they could not do that.
I thought that didn't sound right, so I looked online, and I found thee statement made by the DOT regarding airline refunds. When I send him the information from that, he told me that those laws only applied to airlines, not third-party seller....so I copied and pasted the section regarding the third-party sellers. He told me that it was Expedia's policy to comply with the airline's request rather than the Federal Law.
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our
records reflect a round-trip fare with *** airlines departing Kansas City, MO to Jacksonville, FL on
March 17, 2020, and returning March 24, 2020 for two adults. We understand Ms. is requesting a refund.On
June 17, *** airlines issued new tickets with changed dates. The new departure
date was for July 3, from Kansas
City, MO to Jacksonville, FL. And the return flight is for July 9. The outbound
flight was used and the return flight is still active with *** airlines. We
are unable to provide a refund for the flights as the tickets were exchanged
and utilized. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
However, this guest had agreed to cancel his reservation with me. If the guest had agreed to cancel his reservation first. It is not my business for Expedia to relocate him or not.
My explain letter to Expedia CEO
Dear Mr *** I am writing to you to explain my case. And explain to you why I should not be charged. I have explained to my case handler Jeanette She never really listened to me. She kept on reading the policies line by line and not even bother to think the logic. And she refused to forward my case to her supervisor or anywhere else. She said she is the ONLY person I can talk to in Expedia
So that left me no choice but to google a leadership's name.
This is NOT a relocation case. The guest had agreed to cancel the appointment and had confirmed it with Expedia customer service
Since the had agreed to cancellation his reservation and the reservation happened before the guest's new reservation I should not be fined for over $1000 dollars.
As a new hotel owner, and this is my 1st booking in Expedia. I confidence was heavily attached by Jeanette's decision and her service.
Please take a look of my case.
Thank you very much for your attention to this matter.
Regards,***
.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***.We appreciate this complaint being forwarded for review. As
this platorm is strictly to address our customers, we ask that our travel
partner use the information provided to them by their market manager. The
vendor will need to call the Accounting Department at 1-888-673-2075. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind Regards,Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Hotels.com
Itinerary #***. Expedia. Cancelled trip due to Covid 19. Received refund for hotel but not the $1,860.00 airfare.
Received refund for cancellation of trip to Poland for 5/4/20. Received hotel refund but not the airfare. Unable to speak to a human and the web form and chat options do not allow complaint. Help. They have my $1,860.00 and I have been unsuccessful in communicating. They keep repeating that my hotel refund was made but do not acknowledge my airfare.
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with United
airlines departing Tampa, FL to Krakow,
Poland on May 4, 2020, and returning May 18, 2020 for two adults. We understand Ms.
*** is requesting a refund.On
June 24, Ms. or an authorized user of the account called to inquire on
receiving a refund. The Expedia representative contacted United airlines who
advised to process a refund using the current flex policies for Covid-19. Expedia
processed a refund in the amount of $1602.92. No
further action has been taken as Ms. request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I cancelled a refundable hotel reservation and only received 10% of my prepaid charge back. They won't answer the phone or emails. Their website directs me to a "chat" that goes in an endless loop. I can't get a live person to rectify this.
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a one night stay at the *** in Bonn, Germany for one adult. We understand Mr.
*** is requesting a refund of the remaining
amount of the reservation for the cancellation.On
April 14, Mr. or an authorized user of the account cancelled the hotel
reservation and received a refund of $11.63. The amount of $104.68 had been withheld
due to the cancellation policy of the reservation which states: Cancellations
or changes made before 9:59 AM local hotel time, Friday, May 8, 2020 are
subject to a hotel fee equal to 90% of the total amount paid for the
reservation. The policy can be found in the email Mr. received. Due
to the information provided, we are unable to process a full refund for the
hotel reservation. We apologize for any inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On January 15, 2020, I booked a hotel (Hotel ***) through Expedia.com (Itinerary# ***) to New York for March 16-March 19, 2020 for the amount of $477.22. On March 13, 2020, I was forced to cancel my trip due to the Covid-19 pandemic as New York City went on lockdown. That same day, I contacted the Hotel *** via phone and confirmed with them that I had no pending charges with the hotel itself. They stated that if I had charges it would be through Expedia. I made multiple attempts over the next several weeks to contact customer service through Expedia; however, Expedia made it very difficult to get ahold of a representative to resolve the situation and refund me the $477.22. I was able to finally get a hold of a representative after many weeks. When I attempted to seek resolution, I was told they would get back to me via email or phone and or I was hung up on. I never received an email back or a phone call to seek resolution to my dispute. I persisted and continued to follow up with Expedia with many phone call attempts. In April, I was told by a customer service representative that they could not get ahold of the hotel due to the hotel being closed (which of course it is closed during a city lockdown due to a worldwide pandemic) thus were unable to give me a resolution and my claim my closed. Due to lack of cooperation with Expedia, I was forced to dispute this charge with my credit card company who temporarily gave me a credit while they investigated the dispute claim. ***, my credit card company, reversed my temporary credit in the amount of $477.22 due to being unable to get ahold of the merchant (Expedia). I wrote a cover letter to my credit card company explaining the circumstances as well as providing as much evidence as I could to show that Expedia has not cooperated with me to provide me a refund due to the Covid-19 pandemic. I had to reopen my dispute claim with *** credit card on May 20th, 2020 where I was also told to file a complaint with the Revdex.com and the FTC in order to get a forced response from Expedia. This situation has caused me a lot of grief and stress. I was looking forward to my New York trip in March; however, I was forced to cancel the trip due to the Covid-19 pandemic which locked down the city of New York in March and is still on lockdown to this day. I would hope Expedia would do the right thing and refund my $477.22 due to circumstances beyond my control.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at Hotel *** for March 16-19, 2020 with a non-refundable change or cancel policy.On March 13, 2020 our customer canceled their booking due to COVID-19.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.On April 5, 2020 our customer called our customer care to get a refund for this nonrefundable booking. Our agent was not able to reach the property as it is temporarily closed. Our customer care assigned a case to our offline team to follow up with the hotel.On May 7, 2020 our customer called for an update on the status of her refund request. Our customer care attempted to contact the property but it was still closed.On June 1, 2020 our customer called our customer care to get a refund. Our agent advised that we cannot issue a refund, and the only option is to get a voucher if the booking qualifies.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travelers. Unfortunately, after reviewing the booking we find that it is not eligible for a refund without a hotel waiver.As a courtesy, we attempted to reach the property to advocate for a waiver. We were able to get a waiver and refunded 477.22 USD to the method of payment used when booking. It can take up to 10 business days before it will show in the account.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Booked hotel reservations through Expedia.com at the *** Airport:
Itinerary # *** (May5)
Itinerary # *** (Jun21, 22)
Our bicycle trip, in May/June, has been canceled. Our flight was recently canceled. Through no fault of our own, we cannot travel to Paris. I have attempted to contact the hotel through the Expedia site and have not received any response.
I have also been unsuccessful in contacting the hotel directly. Although I have tried email ; it was unsuccessful.
Due to extenuating circumstances (COVID-19), we are seeking a refund. Our bicycle trip has been postponed until 2022, pending COVID concerns. The vouchers that they have offered are to be used at the same property within a year, so this in an unacceptable resolution.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # xxx. Our findings and resolution to the case are listed below.Findings: We can confirm our customer
made the following reservations:*** Airport to
stay May 5-6, 2020 for a total of 121.43 USD prepaid to Expedia with a
Nonrefundable cancellation or change policy. *** Airport to
stay June 21-23, 2020 for a total of 217.28 USD prepaid to Expedia with a
Nonrefundable cancellation or change policy.We know that
the current circumstances due to COVID-19 are unprecedented and have created
challenges for many travelers. So we have worked closely with our travel
partners to offer a voucher in the form of a coupon for a future trip or a
refund despite the bookings being non-refundable. On April 25, 2020 our
customer cancelled their first booking by following the cancellation process
outlined in the email or on the website in order to get a voucher. On April 30, 2020 our
customer care attempted to reach out to our customer regarding a chargeback for
the Last Booking, but was unable to resolve. Since there was an active dispute
for an active booking our representative allowed the chargeback to process and
cancelled the booking in our system. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. After reviewing the booking and speaking with our
accommodation partner about the stay of May
5-6, 2020, we find that the booking is not eligible for a hotel
issued waiver or refund. We know the customer has not received the voucher at
this time, and we are working on getting it issued as soon as possible. For the booking to stay June
21-23, 2020, since the charges were disputed and the booking was cancelled due
to a dispute, the funds were restored to the customer account by their bank.
They will need to contact their credit card company for more information. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I received an email from Expedia saying our flights were cancelled. I called asking for a refund and they said they could only give a credit. I reminded them of their obligation to give us refund seeing the airline cancelled our flight but they said no. We will not be traveling so we will not use the credit so I told them this and they still refused. They said *** Airlines will only give refunds if the flight was cancelled, and it was, so I reminded them of this and they still said no.
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Charlotte, NC to Los Angeles, CA on
June 18, 2020, and returning June 22, 2020 for four adults. We understand Ms. is requesting a refund.On
March 8, *** airlines changed the outbound flight by two minutes, and the
inbound flight by five minutes. The changes are not considered major and does
not allow for a full refund. The flights were then cancelled by customer request
on April 15. While the airline does not allow for a refund they have extended
future travel credit for each passenger. The customer must complete new travel
by December 31, 2020. Change fees will be waived by *** airlines, while
fare difference may apply. When the customer is ready to re-book each passenger,
she must call Expedia to re-issue new tickets.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for,
but know that these are extraordinary circumstances that travel partners are
trying to work through and Expedia Group must follow the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On April 30th, 2020, I booked a trip to Tampa via Expedia.com. This morning, May 22nd, my husband and I went to the airport at 5am, as the flight was scheduled to depart at 6.30. Upon arrival we realized that the flight was canceled. Although I provided both my phone and my email on my reservation, they have failed to let me know about the flight change. Realizing what happened, I called *** Airlines, that explained me that they have no connection with their notifying me, as my booking was made through Expedia. They were kind enough to re-book us on a later flight, but even so, we are losing one full day of our trip. I called Expedia, and after more than one hour of going back and forth they told me that the reason I wasn't notified about the flight change is because they on their end hadn't been notified. Now, I know that these are just excuses - they have direct access to the airlines' schedule and they monitor these reservations. Furthermore, I called *** Airlines back and they told me the same thing - their schedule is always known by the travel agent. I called Expedia again and they are still refusing to give me any compensation for their negligence, lack of communication and poor customer service. It is not normal for us to go to the airport at 5 am in the morning, to have to take an Uber back to the house, and another back to the airport, to finally miss an entire day on our trip. We paid very a high amount on this trip, and their customer service was beyond deplorable. Additionally, they kept blaming *** Airlines for their mistake. I believe that when making such mistake it is your duty to compensate your customers for the inconvenience and losses that arise from such mistakes. Both my husband and I took off work to be able to take this trip and my husband is a front line healthcare worker, too.
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** airlines
departing Newark, NJ to Tampa, FL on May 22,
2020 for two adults. We understand Ms. is requesting a refund of $250.00, or refund of the trip cost.On
May 3, *** airlines wait listed the first and second leg of the flight. We
understand the customers frustration and have processed a refund in the amount
of $212.20 for the flight with *** airlines. Refunds may take up to 30
business days to reflect due to the unprecedented volume following the Covid-19
pandemic.
We apologize for any inconvenience Ms. has undergone, and hope to assist with any future travel needs.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On September 25th I bought a ticket from Expedia. The Expedia confirmation, receipt clearly states in BOLD LETTERS 'Tickets are refundable with a penalty fee of $100.00.? (SEE ATTACHMENT 'EXPEDIA RECEIPT')I am now being told, half of the flight has been cancelled and I can only get a one-year voucher. This is the fundamental complaint I have as I feel Expedia was fraudulent in the sale they made.Here are the details:Once the Coronavirus hit, I looked at Expedia's web site and it consistently stated if our flight was not within 9 days of departure, we should wait.This had me hold off for a couple months. However, on May 9th, looked at their website and decided to try to cancel the flight and get my refund.At that time, the website stated everything was OK and there was no need for me to check in. However, when I went to cancel, The EXPEDIA website stated my ticket was $1,148. (SEE ATTACHMENT EXPEDIA WEBSITE A) Yet you can see from the Expedia Receipt it was $1,498.22. (SEE ATTACHMENT 'EXPEDIA RECEIPT')This prompted my first call (and 1.5 hr wait). On May 9th I called Expedia and spoke to 'KAL'. He explained the airlines cancelled one of the connections. Further he said they would only give a credit voucher. I told him that would not work and that his receipt stated I could get the refund. He said he would send to the 'team? and they would get back to me Monday or Tuesday. On Monday May 11th I received an email response From Erika - Supervisor,Expedia US Customer Service Team (SEE ATTACHMENT EXPEDIA EMAIL 5-11) stating that I could only get a credit good for 1 year and made no mention of their commitment in their receipt or the fact that they cancelled half of my flight! Further it stated that I needed to cancel the flight and accept their credit by MAY 31 or I would be subject to penalties. Please note that my ticket was scheduled for JUNE 28th! So, I was being told I had to cancel and accept credit almost a full month before my flight was even scheduled!I responded with 2 emails reinforcing my position that their receipt stated I could cancel with $100 fee, they cancelled half of my flight and I will never be able to use the credit. (SEE ATTACHMENTS MY EMAIL 5-11 & 5-11A)On May 12th, I received a second email From Raymart - Supervisor, Expedia US Customer Service Team stating the same thing the first email stated and refusing to acknowledge my protest. (SEE ATTACHMENT EXPEDIA 5-12)On that same day May 12th, I replied once again with an email restating my position clearly and saying they are refusing to answer any of my questions. (SEE ATTACHMENT MY EMAIL 5-12)I then called the 800 number again. After waiting 1.5 hours, I spoke to 'KEVIN? who informed me that my case had been turned over to a special group and he would transfer me. I waited on hold for over another 2 hours! Then was connected to a lady named 'KATIE? with a strong Italian accent. I started by asking her why Expedia was refusing to stand by their policy committed to me when they sold me the ticket. She said she did not understand. She looked into the ticket and said I can get the refund. I said Great and she said who told you have to take a voucher? I shared my long frustrating history with her. She said she could not understand that and I should be able to get a full refund! She asked me to hold while she checked with her 'team'. I was put on hold for 25 minutes. When she finally came back, she said the airlines was wrong and she would have her team call and get it straightened out. She was very reassuring all the time I spoke to her. I felt relieved that this was finally over.On May 14th I received a third email(SEE ATTACHMENT EXPEDIA EMAIL 5-14) from Rose, Expedia Customer Support restating that I needed to take the credit and again refusing to address the fact that their receipt stated I could get a refund and that the airlines had cancelled half of my connections. This was confirmed the day before when I spoke to Katie. However, in this email they
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** airways
departing Kilimanjaro, Tanzania to Cape Town, South
Africa on June 28, 2020 for two adults. We understand Mr. is
requesting a refund as per the original receipt allows.We
understand the fare purchased allows for a refund with a penalty of $100.00 per
passenger, and have contacted the airline previously to request for a refund.
The airlines have advised the tickets will remain open for future use. We have
requested a refund through *** airways and are awaiting for a response. Expedia will contact Mr. via email after we receive any
updates from the airlines. Refunds are not a guarantee and subject to airline
approval. 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,Michael ***Corporate Correspondence Team
Customer Response
• Jul 07, 2020
Complaint: ***
I am rejecting this response because:
This response is typical of what they have done for months! They say they are going to look into it and then they come back is a day or so and say I cannot get the refund they committed to me.They refuse to acknowledge that THEY CANCELLED MY FLIGHT! But now I even have an email along with all the documentation I shared before proving this.My position is and always has been I want the refund they promised me in their communications. A credit is worthless for a carrier that is in Africa and I will never be there again.Their response has always been at best disingenuous and at worst fraudulent. I have added updates that reflect what has happened since I initially reached out to you. I would have done it sooner but could not find any way to do so. Please keep in mind this is in ADDITION TO all the documents I shared before. If you don't have them all, please let me know.
On 5/19 Expedia stated“Hello ***, I would like to advise that I have taken the time to review the details of your
booking. I would like to apologize for the experience you have had in trying to
handle this matter. I would like to advise that *** Airways policy does state
that they are only allowing a waiver for flight credits and no refunds at this
time. However, it is advised in your email confirmation that you can cancel
with a refund with a fee of $100.00 which means that you have a refundable
ticket. I will be contacting the airline to confirm we are able to refund and
see if they will allow a waiver for the cancellation fee. Please let me know if you have any questions. Thank you ^”On 5/28 Expedia stated“Hello, I would like
to advise that I have received a response from my airline support team and they
have further informed the policy that is in place with the airline. A full
refund for your ticket is not allowed.”On June 23rd Expedia Stated:From: Expedia Travel Services Sent: Tuesday, June 23, 2020 5:02 PMTo: ***Subject: IMPORTANT ALERT: *** Airways has made changes to your flight.
Please respond!Passenger(s): ***/***, ***/***Expedia Itinerary Number: *** Airways Confirmation Code: *** Airways Confirmation Code: *** Airways Canceled Your FlightAction Required*** Airways canceled your flight as noted below and at this time has
not provided us with alternative(s) for your trip:We need to know if you are traveling as soon as possible. If you intend
to travel, Call Us to find a new flight. If you choose not to travel, click
"Cancel."Kilimanjaro to Nairobi Sunday, June 28, 2020
Cancelled Flight *** AirwaysFlight Number: ***From: Kilimanjaro (JRO-Kilimanjaro Intl.)To: Nairobi (NBO-Jomo Kenyatta Intl.)Status: CANCELLED Depart: 5:50 AMArrive: 6:50 AMClass: ***Equipment: ***Operated By: *** Nairobi to Johannesburg Sunday, June 28, 2020
Cancelled Flight *** AirwaysFlight Number: ***From: Nairobi (NBO-Jomo Kenyatta Intl.)To: Johannesburg (JNB-O.R. Tambo Intl.)Status: CANCELLED Depart: 7:45 AMArrive: 10:55 AMClass: ***Johannesburg to Cape Town Sunday, June 28, 2020
Cancelled Flight *** AirwaysFlight Number: ***From: Johannesburg (JNB-O.R. Tambo Intl.)To: Cape Town (CPT-Cape Town Intl.)Status: CANCELLED Depart: 12:40 PMArrive: 2:50 PMClass: ***
Sincerely
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.
We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We sincerely apologize for the
miscommunication Mr. has received. Due to the unprecedented volume of
travel disruptions related to COVID-19 and the evolving travel landscape,
airline policies are being updated frequently.We understand the fare rules allow for a refund
less $100.00 per ticket. Unfortunately *** airways has disabled our ability
to initiate a refund as every attempt has been rejected. We have contacted the
airlines once more and was advised a request has been submitted for refund, however approvals may take up to 90 business days to review due to the
unprecedented volume of requests the airline is receiving due to the Covid-19
pandemic. The airline representative had mentioned they will contact the
customer directly via email with updates.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 13, 2020
Complaint: ***
I am rejecting this response because:I do not feel I should have to pay the $100 per ticket
because you cancelled the flight. However, if that what it takes to get this resolved I would
accept it. IF I ever get a refund I will consider this resolved. However, until
I actually get the check I feel nothing has changed. I feel Expedia has
misrepresented themselves and the situation at every contact as demonstrated in
the countless emails and FB posts I have provided and have a hard time believing
them. If anyone wants additional copies
of all correspondence, I am happy to provide. At this point I am sorry but I suspect this was a quick email
trying to get off the hook. IF I ever get the refund, I will notify Revdex.com and
Expedia and be grateful to both for their help. Until then I am afraid I cannot
believe Expedia is going to assure their representation to me is upheld and
that they have purposely misrepresented their agreement.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Legislation has been passed that if a flight or any part of your trips flights has been cancelled that you are entitled to a full refund. Expedia refuses to follow these guidelines. I have been refunded for a portion of my trip but they refuse to refund all of the air travel and have gone so far to lie to me on several occasions. They will only issue ecredits. I do not know if l will ever be able to book this trip again.
June 25,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer booked combined one way flights for travel from Traverse City, MI to
Chicago, IL, departing with *** Airlines on May 4, 2020 and returning with
*** Airlines on May 27, 2020.Both of
the flights had schedule change. The *** Airlines flight had a time change
of about 60 minutes. The *** Airlines flights had a time change of one hour
and 40 minutes. The
customer accessed the flights online and elected to cancel. There are multiple
buttons to click through and it as a voluntary process that advised that a
credit would be provided.We
contacted both airlines to advocate for the customer and they both allowed a
refund. Please allow time for the airlines and the credit card company to
process the refund.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
In December 2019, I booked a hotel reservation for *** at *** via the Expedia website. (dates of stay: February 13-17, 2020). I cancelled the reservation through the Expedia website ONE WEEK in advance of the stay and within the desired period (48-hours). I received three emails from Expedia stating that I had effectively cancelled (I had booked three rooms and out of an abundance of caution, I cancelled each one separately despite all rooms having the same reservation number).
On February 13, 2020, *** charged $388.44 on my credit card (the equivalent of a one night stay with taxes). When I called them, they stated I had cancelled in time and they could not understand the charge. They recommended I contact my bank (***) and file a dispute, which I did.
I received the results of the *** dispute about one month later, which indicated I was charged a one night stay for one room because I did not cancel within the 48-hour window. I was told to contact Expedia.
I attempted to contact Expedia and there was no way to speak to a representative due to COVID-19 (they were only allowing calls from those traveling within the next three days). I waited until last week (May 14) and tried again. I was able to get through to an Expedia representative, who told me he contacted the *** while he put me on hold and *** acknowledged their mistake and I should do "nothing more." He asserted that I would be refunded the $388.44 I was charged within 7 days. I thanked him and waited for the refund to appear in my bank.
As of May 22, there has not been a refund. Today (May 22), I called Expedia again and the person who answered stated they would continue to communicate with *** regarding the issue. I asked her to please email me confirmation of our call. She assured me the issue would be resolved. Several hours later, I received an email from Expedia stating the hotel "denied" my request due to their policy (I assume their cancellation policy).
I have emails from Expedia indicating the reservation was effectively cancelled on February 7. On Expedia's website (under "my trips") it shows my trip was cancelled; however, it also shows that despite cancelling, Expedia left a charge of $329 (with hotel taxes, this will bring the amount to what I was charged, $388.44).
I am very frustrated at Expedia. I cancelled well in advance of the 48-hours, yet I was charged for one night due to not cancelling (by ***). I feel Expedia has given me the "run around," by telling me all is resolved and to "just wait" for the refund and then telling me they don't know what is going on and that the *** denied my request. Please help. I feel I cannot get through to anyone and I am deeply disappointed in this company.
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 know COVID-19 and this situation has created many challenges for everyone, and we are truly sorry for the difficulty you faced in trying to reach us. All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. We can confirm our customer reserved three rooms at *** at *** for February 13-17, 2020 with free cancellation until 8:00 AM local hotel time, Wednesday, February 12, 2020 and chose the option to pay the hotel directly.It is important to note that when the hotel is the billing party, Expedia is not able to access billing history. If there is an issue we always recommend our customers contact the property directly or contact their bank for other options.We have confirmed that our customer canceled all three rooms on February 7, 2020. The property confirmed the cancellations and processed the refunds for the first and third room, but missed the second room. We can confirm they were notified of all three cancellations.On May 14, 2020 our customer reached out to our customer care because they were charged as a no-show for one of the rooms on their booking. Our customer care team contacted the property to advocate on the customer's behalf for a refund. They confirmed the charge and that a refund would be processed and should post within 7 business days.On May 22, 2020 our customer reached out to our customer care team for an update on the refund as it had not posted to their account yet.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's request, we contacted *** at *** to advocate for a refund on behalf of our customer. They had not refunded yet and sent their apologies to our mutual customer. They have processed a refund to the method of payment used when booking. The refund should post within 7-10 days. For any questions regarding the refund, our customer will need to contact the property directly.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
On 4/24 I had to call Expedia customer service to change my itinerary and change my booking. I was on the phone with Expedia customer care from 1:54PM EST until 10:36 PM EST most of it on hold to finally get my itinerary changed.
I received a text message from Expedia on 5/22 at 9:22 PM EST stating that my booking (***) can be cancelled. I followed the prompts by confirming the cancellation. Upon looking to see if my cancellation was processed, I noticed that Expedia cancelled my other itinerary instead ( ***).
I proceed to call Expedia at 9:30 PM EST. After 1 hour and 52 minutes, my call disconnected. I received a call back 30 minutes later stating I would have to wait another 30 at 12:02 AM EST advising that I will have to wait another 35-45 minutes to speak to someone who can resolve my issue.
This is an Expedia error that I now have wasted nearly 12 plus hours trying to resolve with no result.
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect two itineraries departing from Newark, NJ to Reno, NV. We understand Mr.
*** is requesting compensation for the time
spent to resolve his issue.Upon
research, we found the customer has been compensated with two $200.00 Expedia
hotel coupons expiring June 30, 2021. We contacted the customer to inquire and
was advised the coupons were not working for him. He was unable to apply the coupons
at the time of check-out for the hotel reservations he was booking. We agreed
to provide a refund in the full amount of the coupons offered to him. Refunds
may take up to 30 business days to reflect due to the unprecedented volume following
the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On January 23, 2020 I purchased a round-trip flight from Expedia for April 9-14, 2020. Due to COVID-19, I was unable to travel and cancelled my flight on March 28, 2020. I then received an email from Expedia stating that I would be receiving an email on how to redeem my airline credit from Expedia soon, because my trip was cancelled due to COVID-19. I did not receive an email until May 7, 2020. The email simply gave a link to Expedia's website, saying that the page would have the most up-to-date information on how to redeem airline credit from cancelled flights due to COVID-19. Currently, their website says that the only option to redeem flight credit is to call customer service. So, on May 21, 2020 I called Expedia customer service, with my cancelled flight itinerary number, and the number, dates, and times of the flights I wanted to book using the credit. When I first called Expedia, an automated response answered the phone saying that there was no one available to talk to me, but that they would call me back in 30 minutes. 30 minutes later I received a phone call from customer support asking how they could help me. I explained my situation, and that I wanted to book a new flight, and gave the associate all of my information including my full name, phone number, email, itinerary number, etc. The sale associate was not very helpful at picking new flights, and seemed to be unable to view flight itineraries that I could view on the Expedia app on my phone. While we were working to select new flights, the sales associate kept telling me that I may receive up-charges for changing the time and location of my flight, even though Expedia's website page on COVID-19 said that there would not be up-charges for changing flights that were cancelled due to COVID-19. The flight I wanted to book was on June 10, three weeks from the time I called Expedia. The sales associate repeatedly told me that I should call back closer to my departure date, because they were receiving an abnormal amount of calls at the time. I explained that flight prices went up by hundreds of dollars as you buy them closer to the departure date, which is why I had bought my original flight in January, when the flight wasn't until April. The sales associate then claimed that she did not know this, and that she could not view flight prices on her end of the call. Even though I explained that I did not have the extra money to pay for a more expensive flight, the sales associate repeatedly tried to convince me to call back "3 days before your departure date" when flights would cost 3x as much as they did at the time. I persisted, and asked to be helped as soon as possible.The associate also told me that there were only 10 people working with her at the moment, which may explain why she was trying to convince me to call back later. After spending 30 minutes with the first sales associate on the phone, working out the details for the new flights I wanted to purchase and confirming that my airline credit would cover the cost, I was then told I would be put on hold and transferred to another department that would handle issuing me a new ticket. I stayed on hold for about an hour and a half, and every 15 minutes the same associate would come back on the line and tell me that I would be connected to the other department shortly. Every other time the sales associate came back on the phone, she would ask me to repeat my personal information that I had already told her multiple times. This went on for about an hour and a half until I became frustrated and began to ask if I could receive a refund in any other way, because the phone call was taking so long. The sales associate then told me this was the only way that I could redeem airline credit, and that I would be switched to a new department soon. After this, the call was disconnected, and I got a call back from a different sales associate. The second phone call went exactly how the first did, the man collected my personal information, told me I would be transferred to another department, and then kept me on hold for another hour. After that hour had passed, a third associate came onto the line and told me I had been on hold with the wrong department for the past two and a half hours, and that I would be connected with the right department shortly, then put me back on hold again. I stayed on hold for another hour after that, and never received the help I asked for. After waiting the phone for over 3 hours, I am disgusted by how unhelpful Expedia's customer service is, and how their mindset seemed to be "keep customers on hold until they get frustrated and hang up, so we don't have to deal with them".
June 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***. ***.The
customer purchased roundtrip flights with *** Airlines for travel to Nashville,
TN, departing April 9, 2020 and returning April 14, 2020, foe $208.40. The
customer canceled their flights. Due to the Covid 19 pandemic *** Airlines
allowed the customer to have a credit to use towards a new flight with them
without paying a change fee.The
customer may contact Expedia to exchange the ticket within the validity of the
ticket. Normally validity requires customer to rebook their travel within one
year of the original issue date. Some airline are extending ticket validities
for passengers affected by the pandemic. When
exchanged, the new flights must be with *** Airlines. Although there is no
change fee being charged, any fare difference for the new flight selected would
have to be paid at the time of exchange. The new flights must depart from, or
travel within the *** States. Name changes or corrections are not allowed.
When the customer is ready to rebook they may contact Expedia at 1-800-EXPEDIA
and reference their case number ***.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This in no way resolves my problem. My problem was that when I called the Expedia customer service line I spent 3 HOURS on the phone with them and they were unable to book a new flight for me. The response from Expedia was to call their business number, WHICH I ALREADY DID. I jumped through every hoop Expedia set up for me to get my airline credit and gave them all of the information they needed and they were still unable to help me. I want DIRECT CONTACT with a capable employee that can book a new flight for me in a timely manner.
Sincerely
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not accept our response and/or
resolution offered.We have reviewed the documentation/new
information Ms. provided to further
address her concerns.We contacted the customer to assist in providing new
flights. Ms. decided on departing with new flights on July 16 from San
Diego, CA to Nashville, TN, and returning on July 20. The fare difference
amounted to $88.80 with no change fees applied. We processed and sent the
record off to our ticketing department for the ticket to be re-issued. Ms.
*** agreed and will await a response from Expedia via email when the new
ticket is issued.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I had a trip to the Dominican Republic from March 26th to April 2nd I had booked a non refundable vacation package for a total of $2,395.81. On March 20th I contacted Expedia to cancel my package due to covid 19. Expedia told me to contact the airlines in reguards to getting a refund. I contacted *** and *** airlines. Both airlines gave me complete refunds on my non refundable tickets due to covid 19 and flight cancellations to Dominican Republic. When I spoke to Expedia on March 20th they told me that if I cancel my hotel I would not get a refund for the hotel. I would lose 1273.63 (hotel was ***-adult only) as an alternative, they offered to rebook me for a different day free of charge. I asked them if they had anything for June, they told me no. I booked for July 1st through the 7th. They then told me I would have to pay an additional 53.68 because the rates are a little higher during that week and I paid. Later I found out that the hotel was closed since March 18th and their anticipated open date is July 1st. If the hotel was not accepting any guests since March 18th Expedia and the hotel failed to communicate this to me. I feel that I was cheated and lied to get me to rebook instead of refunding me because the hotel was closed since March 18th and I was supposed to be at the hotel at a time the hotel would’ve been closed. The information was never disclosed to me and I feel like it was really sneaky. I’ve tried to contact customer service multiple times, corporate multiple times, placed on hold for over 6 hours. Every customer service rep gives me the same answer which is no answer and transfers me to a line that goes flat no one picks up and I have to start this whole game all over again to try and get through to someone. This is on going. The airlines gave me a complete refund due to covid, even if I had travelers insurance it would not cover pandemics
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the *** - Adults Only - All Inclusive
for two adults. We understand Mr. is requesting a refund
due to the Covid-19 pandemic.On
June 27, Mr. or an
authorized user of the account called to cancel the hotel reservation. A
corporate representative had advised the hotel is in full penalty and does not
allow a refund, however a change can be made without penalty. The customer agreed
to change the reservation to check in on October 14, 2020, and check out on October
21, 2020. A refund adjustment has been issued for the change in the amount of
$223.21.No
further action has been taken as Mr.’s
request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I would also like to withdraw my complaint thank you.
Sincerely
Rude and unprofessional customer service. They were horrible to deal with.
I would give Expedia negative stars if possible. Booked a flight/hotel package WITH INSURANCE for April 2020 but the hotel closed. Been trying to get a refund for two months. Have spent hours on hold with no results. Spent over and hour and 40 minutes last night talking to the agent, the agent's supervisor and the agent's supervisor's supervisor - NO REFUND PROVIDED. Did get a full refund from the airline but NOT HOTEL! DO NOT USE EXPEDIA!
Booked a flight for a party of 3 and it was canceled because of Covid-19. I was granted a credit for the $800 I spent for a future flight. I looked on Expedia site for flights, same destination, same people and the cost was $1100. I was emailed that I had to call to get my credit put on the flights and I was ready to pay the extra $300. When I finished the booking the woman from Expedia told me that I owed almost $1500 and that was after she subtracted the credit...$2300!!!!! I told her I could book the flight myself cheaper and eat the credit and still make out better than her offer. She couldn't understand what I was talking about. So obviously they are keeping my $800!!! I WILL NEVER USE THEM AGAIN. NOne of my friends will either. Every chance I get I will show copies of all these people on here who got robbed by a horrible company
I purchased a trip of 4 people for a travel in November of this year. I have also purchased the travel insurance. I have called Expedia since March 18tth 2020 trying to cancel and get my $ 2250 back and no answer
July 7, 2020Re: Expedia Case #***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand
Mrs. is requesting to a full refund instead of a travel credit due to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for three travelers. Departure on China Eastern Airlines from New York, NC, United States to Bangkok,
Thailand on April 26, 2020 and returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation
through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and
we have no authority to circumvent or to override those policies.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, for flights departing from March
19, 2020 through May 31, 2020, Expedia customers would receive an airline travel credit. This credit is simply the unused value of their current ticket to be
used as a credit toward a flight on the same airline. In this case, there will be no refund provided and new travel needs to depart within 1 year from original
ticket issue date 06MAR20.
In addition, Mrs. *** were advised of the Terms and Conditions of the Travel Vacation Wavier, which was also available at the time of booking
and within the booking confirmation email. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs. flights are
nonrefundable, therefore if the flight is cancelled the Vacation Waiver would cover her exchange fee cost only not the entire value of the flight.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because you are totally incorrect, my flight is not from the location nor the states you indicated on your response. you are mistaken me with some else.
My trip was from Miami to Spain and on totally different dates which are Nov 24, 2020 - Dec 1, 2020. The vacation waiver I purchased from you clearly states the following:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
You are NOT willing to process my cancellation no refund me my money, you are stealing from people.
Sincerely
July 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not
accept our response or resolution offered.
We show that Mrs. *** purchased a nonrefundable. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs.
*** flights are nonrefundable, therefore when the flight was cancelled the Vacation Waiver covers only her exchange fee cost not the entire value of
the flight. When Mrs. is ready to rebook she is responsible for any difference in the new fare.
While we regret that Mrs.’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,Dez ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Due to covid-19 the airline Air *** sent me an email regarding cancellation of my flight. Expedia doesn’t answer my phone calls and offered a flight credit that is unacceptable. I did not cancel my flight, the airline did. Furthermore, I will not be traveling to Thailand or Asia anytime soon due to the outbreak in Asia. I also had an insurance package that was not reimbursed by Expedia but I was charged even after my flight my canceled. I also purchased 2 additional tickets in the names of 2 other passengers on my card. These individuals will not be flying to Asia either in the near durire so the one year flight credit is not sufficient. We are also unsure if the United States will even allow us to travel to these countries without quarantine in the near future. How am I being penalized for something I had no control over. A world pandemic impacted my flight and I was notified very early by the airline that the flight would be cancelled. I also contacted the airline directly because I was not able to contact Expedia. They said I could have a full refund but Expedia had the money so all transactions need to be completed through them.
July 7, 2020
Re: Expedia Case #: ***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***)
regarding a flight reservation. We understand Mrs. is requesting to a full refund instead of a travel credit due
to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account,
self-booked a flight reservation using Expedia’s website, under itinerary *** for three travelers.
Departure on *** Airlines from New York, NC, United States to Bangkok, Thailand on April 26, 2020 and
returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
Per *** Airline’s policy in effect due to COVID19, issued a future travel credit in the amount of $1,284.45
USD with a waiver of change fees. We've worked hard to advocate for as much flexibility as possible. After checking
again with ***, it was confirmed that they only issue a flight credit for no-shows and nonrefundable
bookings. Airline credit must rebook on the same passenger and same airline as it was originally booked. In this case,
there will be no refund provided and airline only allow to use the value of your ticket towards future flight reservation.
Please ensure to re-book/reissue within the original ticket validity, which is one year from original date of issue March
6, 2021.
In addition, Mrs. ***’s were advised of the Terms and Conditions of the Travel Protection Plan, which
was also available at the time of booking and within the booking confirmation email. The Plan is administered by Aon
(Travel guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
While we regret that Mrs*** experience was not as we would have hoped. We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Booked 1 night at a hotel on Apr 22, 2020 - Apr 23, 2020 Thru Expedia.
Itinerary #
***
Extended *** - *** United States of America
Wen I got at the hotel I was refused service per the Mass covid-19 Order guest policy. Canceled thru Expedia and got charged any way.
I contacted Expedia and the Business itself. The hotel is saying this is a Expedia problem and sends me to them. Expedia is sending me to ask the business for refund. Both of them refused to refund the payment.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to *** at Extended *** – *** for April 22-23, 2020 with free cancellation until 1:00 PM local hotel time, Wednesday, April 22, 2020 and chose the option to pay the hotel directly.It is important to note that when the hotel is the billing party, Expedia is not able to access billing history. If there is an issue we always recommend our customers contact the property directly or contact their bank for other options.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On April 22, 2020 our customer reached out to customer care because they were not being permitted to check into the hotel unless they were essential/frontline personnel. Customer care contacted the property and confirmed with the front desk agent that they were only allowing essential personnel to *** and were advised to cancel the booking. Unfortunately, the booking could not be canceled since the time for check-in and free cancellation had passed.On May 14, 18, and 22 our customer contacted our customer care to get assistance with getting a refund because the hotel charged them as a no-show. On each occasion, our customer care team unsuccessfully attempted to get our customer refunded. Between these dates, our offline team also attempted to reach the property and were either denied or could not reach a person of authority.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's complaint, we contacted the Extended *** guest services to advocate for a refund on behalf of our customer. We were happy to hear that they refunded the customer 95.49 USD on June 3, 2020. If the customer has any questions about the refund timeline we recommend reaching out to the property directly since they are the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
In February, I booked a trip from Kansas City to Jacksonville for my daughter and I to visit my dad in Jacksonville during Spring Break 3/17-3/20. Less than a week before the trip, the national state of emergency was declared, and the CDC started advising people to stay home. My father is 60 and is not in good health, so I decided to be on the safe side and follow the guidelines as best I could as they were given.
On 3/16 we rescheduled the trip through Expedia. The website was down, and the phones automated system said not to call unless your flight was within the next day or so. The new reservation was more money, but not a significant amount, less that $100, and it was confirmed for 6/10-6/17. I received two e-mails from Expedia, which I have attached. The first was on 3/16 confirming the reservation for June. The second was on 4/21 confirming that I had not taken my trip in March. There was no mention of the trip for June. I have attached both emails.
Today I wanted to see if the flight had WiFi because there is a webinar for work I would like to take at that time. When I entered my itinerary number, the Expedia app gave me an error message, so I contacted Customer Service using the Chat feature. The agent informed me that my trip had been canceled by the airline and confirmed that I had not been notified and apologized. He offered to find me a flight for the same days but could not find any with ***. I asked if he could check other airlines, and he told me it had to be with the same airline as the original booking, so I asked if he could have them refund the money and I could find a trip on a different airline. He said they could not do that.
I thought that didn't sound right, so I looked online, and I found thee statement made by the DOT regarding airline refunds. When I send him the information from that, he told me that those laws only applied to airlines, not third-party seller....so I copied and pasted the section regarding the third-party sellers. He told me that it was Expedia's policy to comply with the airline's request rather than the Federal Law.
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our
records reflect a round-trip fare with *** airlines departing Kansas City, MO to Jacksonville, FL on
March 17, 2020, and returning March 24, 2020 for two adults. We understand Ms. is requesting a refund.On
June 17, *** airlines issued new tickets with changed dates. The new departure
date was for July 3, from Kansas
City, MO to Jacksonville, FL. And the return flight is for July 9. The outbound
flight was used and the return flight is still active with *** airlines. We
are unable to provide a refund for the flights as the tickets were exchanged
and utilized. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Re Invoice 1012.0 USD (remainder 1012.0 USD)
Expedia charged me $1012 to relocate a guest.
However, this guest had agreed to cancel his reservation with me. If the guest had agreed to cancel his reservation first. It is not my business for Expedia to relocate him or not.
My explain letter to Expedia CEO
Dear Mr *** I am writing to you to explain my case. And explain to you why I should not be charged. I have explained to my case handler Jeanette She never really listened to me. She kept on reading the policies line by line and not even bother to think the logic. And she refused to forward my case to her supervisor or anywhere else. She said she is the ONLY person I can talk to in Expedia
So that left me no choice but to google a leadership's name.
This is NOT a relocation case. The guest had agreed to cancel the appointment and had confirmed it with Expedia customer service
Since the had agreed to cancellation his reservation and the reservation happened before the guest's new reservation I should not be fined for over $1000 dollars.
As a new hotel owner, and this is my 1st booking in Expedia. I confidence was heavily attached by Jeanette's decision and her service.
Please take a look of my case.
Thank you very much for your attention to this matter.
Regards,***
.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***.We appreciate this complaint being forwarded for review. As
this platorm is strictly to address our customers, we ask that our travel
partner use the information provided to them by their market manager. The
vendor will need to call the Accounting Department at 1-888-673-2075. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind Regards,Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Hotels.com
Itinerary #***. Expedia. Cancelled trip due to Covid 19. Received refund for hotel but not the $1,860.00 airfare.
Received refund for cancellation of trip to Poland for 5/4/20. Received hotel refund but not the airfare. Unable to speak to a human and the web form and chat options do not allow complaint. Help. They have my $1,860.00 and I have been unsuccessful in communicating. They keep repeating that my hotel refund was made but do not acknowledge my airfare.
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with United
airlines departing Tampa, FL to Krakow,
Poland on May 4, 2020, and returning May 18, 2020 for two adults. We understand Ms.
*** is requesting a refund.On
June 24, Ms. or an authorized user of the account called to inquire on
receiving a refund. The Expedia representative contacted United airlines who
advised to process a refund using the current flex policies for Covid-19. Expedia
processed a refund in the amount of $1602.92. No
further action has been taken as Ms. request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I cancelled a refundable hotel reservation and only received 10% of my prepaid charge back. They won't answer the phone or emails. Their website directs me to a "chat" that goes in an endless loop. I can't get a live person to rectify this.
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a one night stay at the *** in Bonn, Germany for one adult. We understand Mr.
*** is requesting a refund of the remaining
amount of the reservation for the cancellation.On
April 14, Mr. or an authorized user of the account cancelled the hotel
reservation and received a refund of $11.63. The amount of $104.68 had been withheld
due to the cancellation policy of the reservation which states: Cancellations
or changes made before 9:59 AM local hotel time, Friday, May 8, 2020 are
subject to a hotel fee equal to 90% of the total amount paid for the
reservation. The policy can be found in the email Mr. received. Due
to the information provided, we are unable to process a full refund for the
hotel reservation. We apologize for any inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On January 15, 2020, I booked a hotel (Hotel ***) through Expedia.com (Itinerary# ***) to New York for March 16-March 19, 2020 for the amount of $477.22. On March 13, 2020, I was forced to cancel my trip due to the Covid-19 pandemic as New York City went on lockdown. That same day, I contacted the Hotel *** via phone and confirmed with them that I had no pending charges with the hotel itself. They stated that if I had charges it would be through Expedia. I made multiple attempts over the next several weeks to contact customer service through Expedia; however, Expedia made it very difficult to get ahold of a representative to resolve the situation and refund me the $477.22. I was able to finally get a hold of a representative after many weeks. When I attempted to seek resolution, I was told they would get back to me via email or phone and or I was hung up on. I never received an email back or a phone call to seek resolution to my dispute. I persisted and continued to follow up with Expedia with many phone call attempts. In April, I was told by a customer service representative that they could not get ahold of the hotel due to the hotel being closed (which of course it is closed during a city lockdown due to a worldwide pandemic) thus were unable to give me a resolution and my claim my closed. Due to lack of cooperation with Expedia, I was forced to dispute this charge with my credit card company who temporarily gave me a credit while they investigated the dispute claim. ***, my credit card company, reversed my temporary credit in the amount of $477.22 due to being unable to get ahold of the merchant (Expedia). I wrote a cover letter to my credit card company explaining the circumstances as well as providing as much evidence as I could to show that Expedia has not cooperated with me to provide me a refund due to the Covid-19 pandemic. I had to reopen my dispute claim with *** credit card on May 20th, 2020 where I was also told to file a complaint with the Revdex.com and the FTC in order to get a forced response from Expedia. This situation has caused me a lot of grief and stress. I was looking forward to my New York trip in March; however, I was forced to cancel the trip due to the Covid-19 pandemic which locked down the city of New York in March and is still on lockdown to this day. I would hope Expedia would do the right thing and refund my $477.22 due to circumstances beyond my control.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at Hotel *** for March 16-19, 2020 with a non-refundable change or cancel policy.On March 13, 2020 our customer canceled their booking due to COVID-19.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers.On April 5, 2020 our customer called our customer care to get a refund for this nonrefundable booking. Our agent was not able to reach the property as it is temporarily closed. Our customer care assigned a case to our offline team to follow up with the hotel.On May 7, 2020 our customer called for an update on the status of her refund request. Our customer care attempted to contact the property but it was still closed.On June 1, 2020 our customer called our customer care to get a refund. Our agent advised that we cannot issue a refund, and the only option is to get a voucher if the booking qualifies.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travelers. Unfortunately, after reviewing the booking we find that it is not eligible for a refund without a hotel waiver.As a courtesy, we attempted to reach the property to advocate for a waiver. We were able to get a waiver and refunded 477.22 USD to the method of payment used when booking. It can take up to 10 business days before it will show in the account.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Booked hotel reservations through Expedia.com at the *** Airport:
Itinerary # *** (May5)
Itinerary # *** (Jun21, 22)
Our bicycle trip, in May/June, has been canceled. Our flight was recently canceled. Through no fault of our own, we cannot travel to Paris. I have attempted to contact the hotel through the Expedia site and have not received any response.
I have also been unsuccessful in contacting the hotel directly. Although I have tried email ; it was unsuccessful.
Due to extenuating circumstances (COVID-19), we are seeking a refund. Our bicycle trip has been postponed until 2022, pending COVID concerns. The vouchers that they have offered are to be used at the same property within a year, so this in an unacceptable resolution.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # xxx. Our findings and resolution to the case are listed below.Findings: We can confirm our customer
made the following reservations:*** Airport to
stay May 5-6, 2020 for a total of 121.43 USD prepaid to Expedia with a
Nonrefundable cancellation or change policy. *** Airport to
stay June 21-23, 2020 for a total of 217.28 USD prepaid to Expedia with a
Nonrefundable cancellation or change policy.We know that
the current circumstances due to COVID-19 are unprecedented and have created
challenges for many travelers. So we have worked closely with our travel
partners to offer a voucher in the form of a coupon for a future trip or a
refund despite the bookings being non-refundable. On April 25, 2020 our
customer cancelled their first booking by following the cancellation process
outlined in the email or on the website in order to get a voucher. On April 30, 2020 our
customer care attempted to reach out to our customer regarding a chargeback for
the Last Booking, but was unable to resolve. Since there was an active dispute
for an active booking our representative allowed the chargeback to process and
cancelled the booking in our system. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. After reviewing the booking and speaking with our
accommodation partner about the stay of May
5-6, 2020, we find that the booking is not eligible for a hotel
issued waiver or refund. We know the customer has not received the voucher at
this time, and we are working on getting it issued as soon as possible. For the booking to stay June
21-23, 2020, since the charges were disputed and the booking was cancelled due
to a dispute, the funds were restored to the customer account by their bank.
They will need to contact their credit card company for more information. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I received an email from Expedia saying our flights were cancelled. I called asking for a refund and they said they could only give a credit. I reminded them of their obligation to give us refund seeing the airline cancelled our flight but they said no. We will not be traveling so we will not use the credit so I told them this and they still refused. They said *** Airlines will only give refunds if the flight was cancelled, and it was, so I reminded them of this and they still said no.
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Charlotte, NC to Los Angeles, CA on
June 18, 2020, and returning June 22, 2020 for four adults. We understand Ms. is requesting a refund.On
March 8, *** airlines changed the outbound flight by two minutes, and the
inbound flight by five minutes. The changes are not considered major and does
not allow for a full refund. The flights were then cancelled by customer request
on April 15. While the airline does not allow for a refund they have extended
future travel credit for each passenger. The customer must complete new travel
by December 31, 2020. Change fees will be waived by *** airlines, while
fare difference may apply. When the customer is ready to re-book each passenger,
she must call Expedia to re-issue new tickets.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for,
but know that these are extraordinary circumstances that travel partners are
trying to work through and Expedia Group must follow the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On April 30th, 2020, I booked a trip to Tampa via Expedia.com. This morning, May 22nd, my husband and I went to the airport at 5am, as the flight was scheduled to depart at 6.30. Upon arrival we realized that the flight was canceled. Although I provided both my phone and my email on my reservation, they have failed to let me know about the flight change. Realizing what happened, I called *** Airlines, that explained me that they have no connection with their notifying me, as my booking was made through Expedia. They were kind enough to re-book us on a later flight, but even so, we are losing one full day of our trip. I called Expedia, and after more than one hour of going back and forth they told me that the reason I wasn't notified about the flight change is because they on their end hadn't been notified. Now, I know that these are just excuses - they have direct access to the airlines' schedule and they monitor these reservations. Furthermore, I called *** Airlines back and they told me the same thing - their schedule is always known by the travel agent. I called Expedia again and they are still refusing to give me any compensation for their negligence, lack of communication and poor customer service. It is not normal for us to go to the airport at 5 am in the morning, to have to take an Uber back to the house, and another back to the airport, to finally miss an entire day on our trip. We paid very a high amount on this trip, and their customer service was beyond deplorable. Additionally, they kept blaming *** Airlines for their mistake. I believe that when making such mistake it is your duty to compensate your customers for the inconvenience and losses that arise from such mistakes. Both my husband and I took off work to be able to take this trip and my husband is a front line healthcare worker, too.
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** airlines
departing Newark, NJ to Tampa, FL on May 22,
2020 for two adults. We understand Ms. is requesting a refund of $250.00, or refund of the trip cost.On
May 3, *** airlines wait listed the first and second leg of the flight. We
understand the customers frustration and have processed a refund in the amount
of $212.20 for the flight with *** airlines. Refunds may take up to 30
business days to reflect due to the unprecedented volume following the Covid-19
pandemic.
We apologize for any inconvenience Ms. has undergone, and hope to assist with any future travel needs.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On September 25th I bought a ticket from Expedia. The Expedia confirmation, receipt clearly states in BOLD LETTERS 'Tickets are refundable with a penalty fee of $100.00.? (SEE ATTACHMENT 'EXPEDIA RECEIPT')I am now being told, half of the flight has been cancelled and I can only get a one-year voucher. This is the fundamental complaint I have as I feel Expedia was fraudulent in the sale they made.Here are the details:Once the Coronavirus hit, I looked at Expedia's web site and it consistently stated if our flight was not within 9 days of departure, we should wait.This had me hold off for a couple months. However, on May 9th, looked at their website and decided to try to cancel the flight and get my refund.At that time, the website stated everything was OK and there was no need for me to check in. However, when I went to cancel, The EXPEDIA website stated my ticket was $1,148. (SEE ATTACHMENT EXPEDIA WEBSITE A) Yet you can see from the Expedia Receipt it was $1,498.22. (SEE ATTACHMENT 'EXPEDIA RECEIPT')This prompted my first call (and 1.5 hr wait). On May 9th I called Expedia and spoke to 'KAL'. He explained the airlines cancelled one of the connections. Further he said they would only give a credit voucher. I told him that would not work and that his receipt stated I could get the refund. He said he would send to the 'team? and they would get back to me Monday or Tuesday. On Monday May 11th I received an email response From Erika - Supervisor,Expedia US Customer Service Team (SEE ATTACHMENT EXPEDIA EMAIL 5-11) stating that I could only get a credit good for 1 year and made no mention of their commitment in their receipt or the fact that they cancelled half of my flight! Further it stated that I needed to cancel the flight and accept their credit by MAY 31 or I would be subject to penalties. Please note that my ticket was scheduled for JUNE 28th! So, I was being told I had to cancel and accept credit almost a full month before my flight was even scheduled!I responded with 2 emails reinforcing my position that their receipt stated I could cancel with $100 fee, they cancelled half of my flight and I will never be able to use the credit. (SEE ATTACHMENTS MY EMAIL 5-11 & 5-11A)On May 12th, I received a second email From Raymart - Supervisor, Expedia US Customer Service Team stating the same thing the first email stated and refusing to acknowledge my protest. (SEE ATTACHMENT EXPEDIA 5-12)On that same day May 12th, I replied once again with an email restating my position clearly and saying they are refusing to answer any of my questions. (SEE ATTACHMENT MY EMAIL 5-12)I then called the 800 number again. After waiting 1.5 hours, I spoke to 'KEVIN? who informed me that my case had been turned over to a special group and he would transfer me. I waited on hold for over another 2 hours! Then was connected to a lady named 'KATIE? with a strong Italian accent. I started by asking her why Expedia was refusing to stand by their policy committed to me when they sold me the ticket. She said she did not understand. She looked into the ticket and said I can get the refund. I said Great and she said who told you have to take a voucher? I shared my long frustrating history with her. She said she could not understand that and I should be able to get a full refund! She asked me to hold while she checked with her 'team'. I was put on hold for 25 minutes. When she finally came back, she said the airlines was wrong and she would have her team call and get it straightened out. She was very reassuring all the time I spoke to her. I felt relieved that this was finally over.On May 14th I received a third email(SEE ATTACHMENT EXPEDIA EMAIL 5-14) from Rose, Expedia Customer Support restating that I needed to take the credit and again refusing to address the fact that their receipt stated I could get a refund and that the airlines had cancelled half of my connections. This was confirmed the day before when I spoke to Katie. However, in this email they
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** airways
departing Kilimanjaro, Tanzania to Cape Town, South
Africa on June 28, 2020 for two adults. We understand Mr. is
requesting a refund as per the original receipt allows.We
understand the fare purchased allows for a refund with a penalty of $100.00 per
passenger, and have contacted the airline previously to request for a refund.
The airlines have advised the tickets will remain open for future use. We have
requested a refund through *** airways and are awaiting for a response. Expedia will contact Mr. via email after we receive any
updates from the airlines. Refunds are not a guarantee and subject to airline
approval. 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,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This response is typical of what they have done for months! They say they are going to look into it and then they come back is a day or so and say I cannot get the refund they committed to me.They refuse to acknowledge that THEY CANCELLED MY FLIGHT! But now I even have an email along with all the documentation I shared before proving this.My position is and always has been I want the refund they promised me in their communications. A credit is worthless for a carrier that is in Africa and I will never be there again.Their response has always been at best disingenuous and at worst fraudulent. I have added updates that reflect what has happened since I initially reached out to you. I would have done it sooner but could not find any way to do so. Please keep in mind this is in ADDITION TO all the documents I shared before. If you don't have them all, please let me know.
On 5/19 Expedia stated“Hello ***, I would like to advise that I have taken the time to review the details of your
booking. I would like to apologize for the experience you have had in trying to
handle this matter. I would like to advise that *** Airways policy does state
that they are only allowing a waiver for flight credits and no refunds at this
time. However, it is advised in your email confirmation that you can cancel
with a refund with a fee of $100.00 which means that you have a refundable
ticket. I will be contacting the airline to confirm we are able to refund and
see if they will allow a waiver for the cancellation fee. Please let me know if you have any questions. Thank you ^”On 5/28 Expedia stated“Hello, I would like
to advise that I have received a response from my airline support team and they
have further informed the policy that is in place with the airline. A full
refund for your ticket is not allowed.”On June 23rd Expedia Stated:From: Expedia Travel Services Sent: Tuesday, June 23, 2020 5:02 PMTo: ***Subject: IMPORTANT ALERT: *** Airways has made changes to your flight.
Please respond!Passenger(s): ***/***, ***/***Expedia Itinerary Number: *** Airways Confirmation Code: *** Airways Confirmation Code: *** Airways Canceled Your FlightAction Required*** Airways canceled your flight as noted below and at this time has
not provided us with alternative(s) for your trip:We need to know if you are traveling as soon as possible. If you intend
to travel, Call Us to find a new flight. If you choose not to travel, click
"Cancel."Kilimanjaro to Nairobi Sunday, June 28, 2020
Cancelled Flight *** AirwaysFlight Number: ***From: Kilimanjaro (JRO-Kilimanjaro Intl.)To: Nairobi (NBO-Jomo Kenyatta Intl.)Status: CANCELLED Depart: 5:50 AMArrive: 6:50 AMClass: ***Equipment: ***Operated By: *** Nairobi to Johannesburg Sunday, June 28, 2020
Cancelled Flight *** AirwaysFlight Number: ***From: Nairobi (NBO-Jomo Kenyatta Intl.)To: Johannesburg (JNB-O.R. Tambo Intl.)Status: CANCELLED Depart: 7:45 AMArrive: 10:55 AMClass: ***Johannesburg to Cape Town Sunday, June 28, 2020
Cancelled Flight *** AirwaysFlight Number: ***From: Johannesburg (JNB-O.R. Tambo Intl.)To: Cape Town (CPT-Cape Town Intl.)Status: CANCELLED Depart: 12:40 PMArrive: 2:50 PMClass: ***
Sincerely
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.
We have reviewed the documentation/new
information Mr. provided to further
address his concerns.We sincerely apologize for the
miscommunication Mr. has received. Due to the unprecedented volume of
travel disruptions related to COVID-19 and the evolving travel landscape,
airline policies are being updated frequently.We understand the fare rules allow for a refund
less $100.00 per ticket. Unfortunately *** airways has disabled our ability
to initiate a refund as every attempt has been rejected. We have contacted the
airlines once more and was advised a request has been submitted for refund, however approvals may take up to 90 business days to review due to the
unprecedented volume of requests the airline is receiving due to the Covid-19
pandemic. The airline representative had mentioned they will contact the
customer directly via email with updates.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I do not feel I should have to pay the $100 per ticket
because you cancelled the flight. However, if that what it takes to get this resolved I would
accept it. IF I ever get a refund I will consider this resolved. However, until
I actually get the check I feel nothing has changed. I feel Expedia has
misrepresented themselves and the situation at every contact as demonstrated in
the countless emails and FB posts I have provided and have a hard time believing
them. If anyone wants additional copies
of all correspondence, I am happy to provide. At this point I am sorry but I suspect this was a quick email
trying to get off the hook. IF I ever get the refund, I will notify Revdex.com and
Expedia and be grateful to both for their help. Until then I am afraid I cannot
believe Expedia is going to assure their representation to me is upheld and
that they have purposely misrepresented their agreement.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com