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
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
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
After *** has cancelled our trip on April 10, 2020 due to CVID-19, we requested a refund.
At that point expedia has told us that they have changed their rules and regulation and said that they cannot refund us
Expedia.com Response
• Jun 24, 2020
June 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased airline tickets for three passengers with *** on
September 11, 2019, for travel from New York, NY, USA to Madrid, Spain on April
10, 2020. An inbound flight was for return on April 17, 2020. The fare
rules of the tickets purchased included that cancelation could be made for 200
Euros per ticket; however, the cost per ticket was less than 200 Euros, making
the tickets nonrefundable. Changes are allowed per the fare rules at 100 Euros
per direction, with a total of two directions, as the tickets are unused.On March
26, 2020 *** canceled both flights that the customer purchased. We
reviewed availability for other flight options. No other flights were available
to provide via *** within a few days prior or later. We attempted
to contact the airline and were not able to reach them. The airline closed the
ability of agencies to refund their tickets via the Global Distribution System
(GDS) where they offer their tickets for purchase. As of
June 24, 2020, Airline Reporting Corporation (ARC) has the airline listed as still
having GDS closed for refund processes. The information available says to
contact the airline directly for instructions for refunds.We
contacted their agency support and were unable to reach anyone. The voicemail
was full. We contacted their customer service at 1-800-344-6726. They
acknowledged that the flights had been canceled by the airline. They stated that
they are not allowing penalty waivers for refunds, but would allow the penalty
waiver of the change fee for tickets rebooked by October. They further explained
that all of their flights were canceled due to the pandemic because of changed
government regulations, and that they were not providing waivers to refund as
the situation was unprecedented.We regret
that we were unable to facilitate the refund the customer requested. We hope
you understand that we offer items for purchase from travel suppliers. The terms
and conditions for those items come directly from the suppliers, are not within
our control and we are unable to override the supplier. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 25, 2020
Complaint: ***
I am rejecting this response because:The cost of the tickets were $1917.09 and not less than 200 euro, Expedia manager offered to cancel the tickets for $ 217.42 once the airline had cancelled the flight and we accepted. We then were informed that the airline were going to refund us the full amount of $ 1971.09 and that there was no need to going further with the cancellation and that in 10 weeks we were going to get a full refund, that was confirmed by several expedia manager from the date of cancellation up to recently on May 28th.
At this point we would take the $ 1753.67 which is the remains of the full amount paid minus the cancellation fee of 217.42
Sincerely
Expedia.com Response
• Jul 01, 2020
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number *** from ***.There
were three tickets. Each ticket was USD $657.03. The amount of $657.03 breaks
down to $189.00 in fare per ticket, and $468.03 in taxes. The total cost for
all three tickets was $1971.09. We apologize for the mistype of the value on
the previous reply.With the
air fare being less than the penalty, the tickets would be nonrefundable if a
refund was requested under normal circumstances. Refunding taxes is not available
for these tickets. We
understand that the refund request was due to the flights being canceled by the
airline, but we do not have control of the tickets. However, *** is
the only entity that can process a refund of the tickets at this time. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
On 3/1/20, I purchased airline tickets for three people on the same flights from Expedia for $153.90 each (total of $461.70). I received a refund for one but not the other two. I have tried numerous time to get a refund for all three and am left with no other choice
Expedia.com Response
• Jun 24, 2020
June 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased three flights on three separate itineraries, numbered ***,
*** and ***. Each ticket was with *** Australia for
travel to Launceston, ***, Australia on May 19, 2020, with a return from Hobart,
***, Australia on May 23, 2020.Due to
the pandemic, and as per Airline Reporting Corporation, *** Australia is
processing their own refunds. Multiple airline carriers are following this
process. We
reviewed the records and found that one ticket had been taken over by them. The
other two have not been updated yet. We resubmitted the request to the airline
to process the refund of the two open tickets. We were notified of the
following:Thank you
your request has been submitted. As you are aware we have temporarily paused
issuing refunds while we wait for direction from the administrator. There is no
further action required from you at this stage, we will be in touch with
further information shortly. We appreciate your patience and ongoing support.The global
pandemic has caused an unprecedented number of cancelations, refunds and flight
changes. We regret any inconvenience and do not have control over the processing
time. We hope for your patience and understanding.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Aug 06, 2020
Complaint Detail / Problem
Complaint Type:
Billing or Collection IssuesselectProblem:I worked through Revdex.com to resolve this issue once and after it had been resolved, they recharged my card more than five months later. I purchased three tickets through Expedia for $461.70. The flights were on *** Australia who cancelled the flights. I requested a refund and was provided. The airline then filed bankruptcy and I was recharged. Resolved through Revdex.com and was credited and have been refilled again.Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Credit of $461.70and commitment not to recharge my account later
Expedia.com Response
• Aug 09, 2020
August 9, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the additional comments for complaint number *** from
***.As previously advised: The customer purchased three flights
on three separate itineraries, numbered ***, *** and
***. Each ticket was with *** Australia for travel to Launceston,
***, Australia on May 19, 2020, with a return from Hobart, ***, Australia on
May 23, 2020.*** Australia is the merchant of record who processed
the credit card charges for the flight reservations that *** American was
offering and providing. Additionally, *** Australia has taken over the processing
of their own refunds. Providing a refund of the tickets is not under the
control of Expedia. Previously, the customer advised that she received a refund
for one of the three tickets. Our records show that the customer had a chat conversation
with Expedia. Our agent assisted the customer by going to the airlines website
to request the airline process the refund the customer asked for. We saw on
June 23, 2020 that one of the three tickets in question was updated to
suspended status, and the other two were in open status. When an airline takes
over a ticket they change the status to prevent duplicate processing.On June 23, 2020 Expedia was unable to reach the airline to
speak to anyone. They did not have a phone line that was taking calls. We
resubmitted the refund requests for two tickets that were in open status. The
information on the website stated that their response would not be provided
right away as they were verifying what actions their governing body requires.As of August 9, 2020 a second of the tickets is updated to
suspended status. The airline now has an email address where we can reach out
to their revenue department to make the requests and follow up. We have
requested that any refunds not provided be completed and that they provide
Expedia an accounting of any refunds and reasons.Expedia is not aware of the customers credit card dispute
or the multiple outcomes the customer noted. The customer would need to contact
their credit card company directly to discuss the outcomes they mentioned. Please
consider that multiple requests might cause multiple responses where requests
are denied because they were already processed.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Flights booked were cancelled not by our choice but by government regulations closing US Canada borders. We paid money charged to our credit card for the cancelled flights and should be refunded the same way with refund credit directly to our credit card. Our ages of 71 and 76 will not allow us to even consider future travel by airlines outside Canada due to increased exposure and no health support by Canada and British Columbia medical regulations for travel outside Canada and no available medical coverage should we become ill during travel outside our country.
Expedia.com Response
• Jul 01, 2020
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer had two tickets with *** to travel on March 29, 2020 from Santa
Barbara, CA, USA to Victoria, BC, Canada. The flights
were still operating on March 21, 2020 when it was canceled by the customer. We
have submitted the refund request to *** and they will contact the customer
via email directly. While we understand that restrictions were put in place on a
temporary basis that affected many passengers, refund digression if that of the
airline. We hope the customer understands that we are unable to supersede their
authority. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
A year ago we needed to cancel a trip due to a death in the family. We purchased travel insurance through Expedia’s third party seller. At the time of our trip, we were told we would only be granted a refund for either the hotel or the airfare. We fought with Expedia and were able to obtain a credit for whatever was not refunded through the travel insurance. Our credit is about to expire, so we are trying to use it. We were on the phone with Expedia for about 2 hours and were given instructions that in order to use the credit, we must book a trip online and then call customer service to apply the credit to the existing trip reservation. Expedia sent us an email with a reference number for our credit, and instructions on how to apply the credit. As the instructions in the email stated, we booked a new trip through Expedia and wrote down the trip itinerary number. Then we called the given phone number in the email with instructions to apply the credit to our new reservation. The result of following Expedia’s instructions to apply the credit was 5 hours of frustration. We spoke with multiple customer service representatives who kept on transferring us to different departments. We had our credit reference number and the new trip itinerary number handy to make applying the credit towards a new reservation easy, and no one we spoke with at Expedia was willing to help us apply our credit. We then contacted Expedia via Facebook. The result was that Expedia customer service called us, and once again they transferred us from department to department and were unwilling to apply our credit. The credit expires today. We have been on the phone with Expedia on three separate days, have spoken with various customer service representatives and supervisors, and have been on hold for a total of 7 plus hours. No one at Expedia customer service has been able to assist us with applying our credit, and now our credit will be expiring which means Expedia will have our money in exchange for no service.
Expedia.com Response
• Jul 09, 2020
July 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a package on April 26, 2019, for Seattle, Washington, including
combined one way flights for two passengers departing with *** Airlines,
returning with *** Airlines, and vacation waiver coverage. The hotel
booking was refunded in full on May 23, 2020. *** Airlines
is a carrier that requires the customer to contact them directly with any
change or cancellation requests. The airlines phone number is located on the
customers email purchase confirmation, as well as advice to contact them
directly. ***
Airlines would have allowed credit towards new travel completed by May 26,
2020, if the tickets were canceled prior to the departure date. At this time,
the tickets are purged and cannot be used towards a new flight.The
vacation waiver coverage is nonrefundable. Expedia doesn’t provide compensation
for travel expenses. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate
Correspondence Team
never able to use earned points, even when I follow there guide lines, of booking with them on their site. using my points are never an option
Expedia.com Response
• Jul 09, 2020
July 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer is an Expedia Silver rewards member with ***. Expedia account members
can use their points when logged into their account online, towards any booking
that is prepaid through Expedia. We also offer the option to book with an
agent. The points would apply towards the booking, and any additional amount
due would be paid by credit card.Expedia
does not provide a cash value for unused points. The points in the account will
expire November of 2021. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
My wife and I went on vacation. We got to the hotel that was prepaid for. We were told we had not paid we showed the rep the receipt. We were given a key and then a white lady manager insisted we repay and add a credit card for extra charges. We said no the police were called and told we were trespassing. Another African American family was there complaining about a double charge. AWe asked for a refund from Expedia that was processed on 5/16 and as of 5/22 we don't have a refund.
Expedia.com Response
• Jul 11, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer booked a reservation on 16 MAY 2020 to stay at *** in Lakeland, FL staying 16 MAY 2020 - 19 MAY 2020 for a nonrefundable total of 180.33 USD prepaid to Expedia.Shortly after arrival to the property our customer contacted our customer care for assistance. The hotel was not able to access the booking and asked our customer to pay for the booking again. We are very sorry to hear of the issues our customer experienced. Unfortunately, when bookings are being made for the same day of check in the property may not get the notification before the customer arrives for their stay. In such instances the property will get the notification and refund the customer.It is important to note that we always like to hear that our customers have a great experience during a stay in one of the properties listed on our website, we have little control over the conditions and/or options given by the hotel. Expedia is provided solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, and making legitimate reservations. When a customer checks in it is the responsibility of the hotel to uphold a positive guest experience and integrity.Our representative was able to assist our customer in cancelling with a full refund of the stay.Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.We have confirmed that a refund of 180.33 USD was processed back to the method of payment used to book on 16 MAY 2020. It can take the bank 3 to 5 business days to update the account. We are able to confirm when we processed the refund but we cannot see its status with our customer’s bank. Our customer will need to contact their bank for further assistance with the refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Jul 11, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia is fine as long as you never need a refund or customer service.
My flight was canceled by the airline and the airline owes me a refund per DOT Carriage regulations.(https://www.***
The airline informed me that Expedia must request it since I booked through them. Expedia customer service has not been helpful at all and says I can't get a refund. Not only is this very unhelpful, is it even legal for a travel agency to behave this way?
I made two reservations (Itineraries: *** & ***) on 09/22/2019 for 4 flight tickets (Bogota-Tokyo and Osaka-Bogota), I paid $955,6 USD for each ticket. On March 2020 the Olympics were cancelled due to the Coronavirus, so I contacted Expedia through the Chat on its App to see what kind of options I had to change the Flights. The Expedia’s ChatBot told me that I could cancel the reservations and get a Credit for total value to use “whenever I was Ready”, The Bot did not say anything about penalties or date limits.
ChatBot message: “You´ll get a total credit of 2.867 USD. Whenever you´re ready to use that, come back and one of our agents will be happy to help you book” (I got the same message for the other reservation and just changes the amount).
I decided to cancel the reservations, but on 05/21/2020 I contacted Expedia and it’s agents told me that to rebook the Flights I have to pay a penalty of $120 USD per passenger and to take the flights until 09/22/2020 (conditions they did not told me through the chat). Due to the quarantine in my country I can not travel this year and therefore use the “credit”. I’m asking to Expedia for total refund of the money, or pay for the airline Penalties that the ChatBot did not inform me and grant me another booking date limit.
Expedia did not have me any solution after talking with multiple agents and they told that I have to contact the airline (***), but I know it is not airline’s fault. It is Expedia’s responsibility for not giving the correct information through the ChatBot.
Expedia.com Response
• Jul 05, 2020
July 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a multi-city fare with *** Airways departing Bogota, Colombia to Tokyo,
Japan on July 28, 2020, and Osaka, Japan to Bogota, Colombia on August 15, 2020
for one adult on itinerary ***. And three adults on itinerary ***. We understand Mr. is requesting a refund due to the Covid-19
pandemic.On
May 27, Expedia initiated refunds for all three adults on itinerary *** in the amount of $955.86 per ticket. Refunds
will be processed by *** directly. Refunds may be delayed due to the
unprecedented volume of requests the airline is receiving following the Covid-19
pandemic.On July 4, Mr. or an authorized user of the
account called to inquire on a refund for itinerary ***. The Expedia
representative advised we can submit a request for refund with current
flex-policies for Covid-19 received from ***. On July 5, our ticketing department
documented the refund request has been submitted to ***. Refunds are
subject to approval and not guaranteed. Approvals may be delayed.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 ZCorporate Correspondence Team
Customer Response
• Jul 08, 2020
Good afternoon ***,
Thank you for your help with my case.
I´m sending you the images attached. These images show my conversation with Expedia´s Chatbot on march this year when I had to cancel my trip due to the Coronavirus crisis and the Olympics 2020 cancellation:
- Images - Expedia ChatBot 1, 2 and 3: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this reservation I did receive the money refund
- Images - Expedia ChatBot 4 and 5: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this one I have not received the refund.
As it is shown on the images, the ChatBot did not tell me anything about penalties, date limits, or any other conditions.
Thank you very much for your collaboration.
Sincerely
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***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.Upon receiving the rebuttal from Mr., itinerary *** was refunded on July 5 in the
amount of $955.86. Refunds may be delayed to reflect due to the unprecedented
volume of travel disruptions following the Covid-19 pandemic.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 ZCorporate 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
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
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
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
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
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
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
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
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
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
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
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
After *** has cancelled our trip on April 10, 2020 due to CVID-19, we requested a refund.
At that point expedia has told us that they have changed their rules and regulation and said that they cannot refund us
June 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased airline tickets for three passengers with *** on
September 11, 2019, for travel from New York, NY, USA to Madrid, Spain on April
10, 2020. An inbound flight was for return on April 17, 2020. The fare
rules of the tickets purchased included that cancelation could be made for 200
Euros per ticket; however, the cost per ticket was less than 200 Euros, making
the tickets nonrefundable. Changes are allowed per the fare rules at 100 Euros
per direction, with a total of two directions, as the tickets are unused.On March
26, 2020 *** canceled both flights that the customer purchased. We
reviewed availability for other flight options. No other flights were available
to provide via *** within a few days prior or later. We attempted
to contact the airline and were not able to reach them. The airline closed the
ability of agencies to refund their tickets via the Global Distribution System
(GDS) where they offer their tickets for purchase. As of
June 24, 2020, Airline Reporting Corporation (ARC) has the airline listed as still
having GDS closed for refund processes. The information available says to
contact the airline directly for instructions for refunds.We
contacted their agency support and were unable to reach anyone. The voicemail
was full. We contacted their customer service at 1-800-344-6726. They
acknowledged that the flights had been canceled by the airline. They stated that
they are not allowing penalty waivers for refunds, but would allow the penalty
waiver of the change fee for tickets rebooked by October. They further explained
that all of their flights were canceled due to the pandemic because of changed
government regulations, and that they were not providing waivers to refund as
the situation was unprecedented.We regret
that we were unable to facilitate the refund the customer requested. We hope
you understand that we offer items for purchase from travel suppliers. The terms
and conditions for those items come directly from the suppliers, are not within
our control and we are unable to override the supplier. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:The cost of the tickets were $1917.09 and not less than 200 euro, Expedia manager offered to cancel the tickets for $ 217.42 once the airline had cancelled the flight and we accepted. We then were informed that the airline were going to refund us the full amount of $ 1971.09 and that there was no need to going further with the cancellation and that in 10 weeks we were going to get a full refund, that was confirmed by several expedia manager from the date of cancellation up to recently on May 28th.
At this point we would take the $ 1753.67 which is the remains of the full amount paid minus the cancellation fee of 217.42
Sincerely
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments. We are responding to
the consumer complaint number *** from ***.There
were three tickets. Each ticket was USD $657.03. The amount of $657.03 breaks
down to $189.00 in fare per ticket, and $468.03 in taxes. The total cost for
all three tickets was $1971.09. We apologize for the mistype of the value on
the previous reply.With the
air fare being less than the penalty, the tickets would be nonrefundable if a
refund was requested under normal circumstances. Refunding taxes is not available
for these tickets. We
understand that the refund request was due to the flights being canceled by the
airline, but we do not have control of the tickets. However, *** is
the only entity that can process a refund of the tickets at this time. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
On 3/1/20, I purchased airline tickets for three people on the same flights from Expedia for $153.90 each (total of $461.70). I received a refund for one but not the other two. I have tried numerous time to get a refund for all three and am left with no other choice
June 24,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased three flights on three separate itineraries, numbered ***,
*** and ***. Each ticket was with *** Australia for
travel to Launceston, ***, Australia on May 19, 2020, with a return from Hobart,
***, Australia on May 23, 2020.Due to
the pandemic, and as per Airline Reporting Corporation, *** Australia is
processing their own refunds. Multiple airline carriers are following this
process. We
reviewed the records and found that one ticket had been taken over by them. The
other two have not been updated yet. We resubmitted the request to the airline
to process the refund of the two open tickets. We were notified of the
following:Thank you
your request has been submitted. As you are aware we have temporarily paused
issuing refunds while we wait for direction from the administrator. There is no
further action required from you at this stage, we will be in touch with
further information shortly. We appreciate your patience and ongoing support.The global
pandemic has caused an unprecedented number of cancelations, refunds and flight
changes. We regret any inconvenience and do not have control over the processing
time. We hope for your patience and understanding.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint Detail / Problem
Complaint Type:
Billing or Collection IssuesselectProblem:I worked through Revdex.com to resolve this issue once and after it had been resolved, they recharged my card more than five months later. I purchased three tickets through Expedia for $461.70. The flights were on *** Australia who cancelled the flights. I requested a refund and was provided. The airline then filed bankruptcy and I was recharged. Resolved through Revdex.com and was credited and have been refilled again.Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Credit of $461.70and commitment not to recharge my account later
August 9, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding this complaint.
We are responding to the additional comments for complaint number *** from
***.As previously advised: The customer purchased three flights
on three separate itineraries, numbered ***, *** and
***. Each ticket was with *** Australia for travel to Launceston,
***, Australia on May 19, 2020, with a return from Hobart, ***, Australia on
May 23, 2020.*** Australia is the merchant of record who processed
the credit card charges for the flight reservations that *** American was
offering and providing. Additionally, *** Australia has taken over the processing
of their own refunds. Providing a refund of the tickets is not under the
control of Expedia. Previously, the customer advised that she received a refund
for one of the three tickets. Our records show that the customer had a chat conversation
with Expedia. Our agent assisted the customer by going to the airlines website
to request the airline process the refund the customer asked for. We saw on
June 23, 2020 that one of the three tickets in question was updated to
suspended status, and the other two were in open status. When an airline takes
over a ticket they change the status to prevent duplicate processing.On June 23, 2020 Expedia was unable to reach the airline to
speak to anyone. They did not have a phone line that was taking calls. We
resubmitted the refund requests for two tickets that were in open status. The
information on the website stated that their response would not be provided
right away as they were verifying what actions their governing body requires.As of August 9, 2020 a second of the tickets is updated to
suspended status. The airline now has an email address where we can reach out
to their revenue department to make the requests and follow up. We have
requested that any refunds not provided be completed and that they provide
Expedia an accounting of any refunds and reasons.Expedia is not aware of the customers credit card dispute
or the multiple outcomes the customer noted. The customer would need to contact
their credit card company directly to discuss the outcomes they mentioned. Please
consider that multiple requests might cause multiple responses where requests
are denied because they were already processed.Thank you again for allowing us to address the comments and
concerns of our customer, and for considering all parties. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Denise ***Corporate Correspondence Team
Flights booked were cancelled not by our choice but by government regulations closing US Canada borders. We paid money charged to our credit card for the cancelled flights and should be refunded the same way with refund credit directly to our credit card. Our ages of 71 and 76 will not allow us to even consider future travel by airlines outside Canada due to increased exposure and no health support by Canada and British Columbia medical regulations for travel outside Canada and no available medical coverage should we become ill during travel outside our country.
June 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer had two tickets with *** to travel on March 29, 2020 from Santa
Barbara, CA, USA to Victoria, BC, Canada. The flights
were still operating on March 21, 2020 when it was canceled by the customer. We
have submitted the refund request to *** and they will contact the customer
via email directly. While we understand that restrictions were put in place on a
temporary basis that affected many passengers, refund digression if that of the
airline. We hope the customer understands that we are unable to supersede their
authority. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
A year ago we needed to cancel a trip due to a death in the family. We purchased travel insurance through Expedia’s third party seller. At the time of our trip, we were told we would only be granted a refund for either the hotel or the airfare. We fought with Expedia and were able to obtain a credit for whatever was not refunded through the travel insurance. Our credit is about to expire, so we are trying to use it. We were on the phone with Expedia for about 2 hours and were given instructions that in order to use the credit, we must book a trip online and then call customer service to apply the credit to the existing trip reservation. Expedia sent us an email with a reference number for our credit, and instructions on how to apply the credit. As the instructions in the email stated, we booked a new trip through Expedia and wrote down the trip itinerary number. Then we called the given phone number in the email with instructions to apply the credit to our new reservation. The result of following Expedia’s instructions to apply the credit was 5 hours of frustration. We spoke with multiple customer service representatives who kept on transferring us to different departments. We had our credit reference number and the new trip itinerary number handy to make applying the credit towards a new reservation easy, and no one we spoke with at Expedia was willing to help us apply our credit. We then contacted Expedia via Facebook. The result was that Expedia customer service called us, and once again they transferred us from department to department and were unwilling to apply our credit. The credit expires today. We have been on the phone with Expedia on three separate days, have spoken with various customer service representatives and supervisors, and have been on hold for a total of 7 plus hours. No one at Expedia customer service has been able to assist us with applying our credit, and now our credit will be expiring which means Expedia will have our money in exchange for no service.
July 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a package on April 26, 2019, for Seattle, Washington, including
combined one way flights for two passengers departing with *** Airlines,
returning with *** Airlines, and vacation waiver coverage. The hotel
booking was refunded in full on May 23, 2020. *** Airlines
is a carrier that requires the customer to contact them directly with any
change or cancellation requests. The airlines phone number is located on the
customers email purchase confirmation, as well as advice to contact them
directly. ***
Airlines would have allowed credit towards new travel completed by May 26,
2020, if the tickets were canceled prior to the departure date. At this time,
the tickets are purged and cannot be used towards a new flight.The
vacation waiver coverage is nonrefundable. Expedia doesn’t provide compensation
for travel expenses. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate
Correspondence Team
never able to use earned points, even when I follow there guide lines, of booking with them on their site. using my points are never an option
July 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer is an Expedia Silver rewards member with ***. Expedia account members
can use their points when logged into their account online, towards any booking
that is prepaid through Expedia. We also offer the option to book with an
agent. The points would apply towards the booking, and any additional amount
due would be paid by credit card.Expedia
does not provide a cash value for unused points. The points in the account will
expire November of 2021. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
My wife and I went on vacation. We got to the hotel that was prepaid for. We were told we had not paid we showed the rep the receipt. We were given a key and then a white lady manager insisted we repay and add a credit card for extra charges. We said no the police were called and told we were trespassing. Another African American family was there complaining about a double charge. AWe asked for a refund from Expedia that was processed on 5/16 and as of 5/22 we don't have a refund.
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 booked a reservation on 16 MAY 2020 to stay at *** in Lakeland, FL staying 16 MAY 2020 - 19 MAY 2020 for a nonrefundable total of 180.33 USD prepaid to Expedia.Shortly after arrival to the property our customer contacted our customer care for assistance. The hotel was not able to access the booking and asked our customer to pay for the booking again. We are very sorry to hear of the issues our customer experienced. Unfortunately, when bookings are being made for the same day of check in the property may not get the notification before the customer arrives for their stay. In such instances the property will get the notification and refund the customer.It is important to note that we always like to hear that our customers have a great experience during a stay in one of the properties listed on our website, we have little control over the conditions and/or options given by the hotel. Expedia is provided solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, and making legitimate reservations. When a customer checks in it is the responsibility of the hotel to uphold a positive guest experience and integrity.Our representative was able to assist our customer in cancelling with a full refund of the stay.Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.We have confirmed that a refund of 180.33 USD was processed back to the method of payment used to book on 16 MAY 2020. It can take the bank 3 to 5 business days to update the account. We are able to confirm when we processed the refund but we cannot see its status with our customer’s bank. Our customer will need to contact their bank for further assistance with the refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia is fine as long as you never need a refund or customer service.
My flight was canceled by the airline and the airline owes me a refund per DOT Carriage regulations.(https://www.***
The airline informed me that Expedia must request it since I booked through them. Expedia customer service has not been helpful at all and says I can't get a refund. Not only is this very unhelpful, is it even legal for a travel agency to behave this way?
I made two reservations (Itineraries: *** & ***) on 09/22/2019 for 4 flight tickets (Bogota-Tokyo and Osaka-Bogota), I paid $955,6 USD for each ticket. On March 2020 the Olympics were cancelled due to the Coronavirus, so I contacted Expedia through the Chat on its App to see what kind of options I had to change the Flights. The Expedia’s ChatBot told me that I could cancel the reservations and get a Credit for total value to use “whenever I was Ready”, The Bot did not say anything about penalties or date limits.
ChatBot message: “You´ll get a total credit of 2.867 USD. Whenever you´re ready to use that, come back and one of our agents will be happy to help you book” (I got the same message for the other reservation and just changes the amount).
I decided to cancel the reservations, but on 05/21/2020 I contacted Expedia and it’s agents told me that to rebook the Flights I have to pay a penalty of $120 USD per passenger and to take the flights until 09/22/2020 (conditions they did not told me through the chat). Due to the quarantine in my country I can not travel this year and therefore use the “credit”. I’m asking to Expedia for total refund of the money, or pay for the airline Penalties that the ChatBot did not inform me and grant me another booking date limit.
Expedia did not have me any solution after talking with multiple agents and they told that I have to contact the airline (***), but I know it is not airline’s fault. It is Expedia’s responsibility for not giving the correct information through the ChatBot.
July 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a multi-city fare with *** Airways departing Bogota, Colombia to Tokyo,
Japan on July 28, 2020, and Osaka, Japan to Bogota, Colombia on August 15, 2020
for one adult on itinerary ***. And three adults on itinerary ***. We understand Mr. is requesting a refund due to the Covid-19
pandemic.On
May 27, Expedia initiated refunds for all three adults on itinerary *** in the amount of $955.86 per ticket. Refunds
will be processed by *** directly. Refunds may be delayed due to the
unprecedented volume of requests the airline is receiving following the Covid-19
pandemic.On July 4, Mr. or an authorized user of the
account called to inquire on a refund for itinerary ***. The Expedia
representative advised we can submit a request for refund with current
flex-policies for Covid-19 received from ***. On July 5, our ticketing department
documented the refund request has been submitted to ***. Refunds are
subject to approval and not guaranteed. Approvals may be delayed.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 ZCorporate Correspondence Team
Good afternoon ***,
Thank you for your help with my case.
I´m sending you the images attached. These images show my conversation with Expedia´s Chatbot on march this year when I had to cancel my trip due to the Coronavirus crisis and the Olympics 2020 cancellation:
- Images - Expedia ChatBot 1, 2 and 3: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this reservation I did receive the money refund
- Images - Expedia ChatBot 4 and 5: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this one I have not received the refund.
As it is shown on the images, the ChatBot did not tell me anything about penalties, date limits, or any other conditions.
Thank you very much for your collaboration.
Sincerely
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***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.Upon receiving the rebuttal from Mr., itinerary *** was refunded on July 5 in the
amount of $955.86. Refunds may be delayed to reflect due to the unprecedented
volume of travel disruptions following the Covid-19 pandemic.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 ZCorporate 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
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
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
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
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
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
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
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
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