Booked 1 night at a hotel on Apr 22, 2020 - Apr 23, 2020 Thru Expedia.
Itinerary #
***
Extended *** - *** United States of America
Wen I got at the hotel I was refused service per the Mass covid-19 Order guest policy. Canceled thru Expedia and got charged any way.
I contacted Expedia and the Business itself. The hotel is saying this is a Expedia problem and sends me to them. Expedia is sending me to ask the business for refund. Both of them refused to refund the payment.
Expedia.com Response
• Jul 18, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to *** at Extended *** – *** for April 22-23, 2020 with free cancellation until 1:00 PM local hotel time, Wednesday, April 22, 2020 and chose the option to pay the hotel directly.It is important to note that when the hotel is the billing party, Expedia is not able to access billing history. If there is an issue we always recommend our customers contact the property directly or contact their bank for other options.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On April 22, 2020 our customer reached out to customer care because they were not being permitted to check into the hotel unless they were essential/frontline personnel. Customer care contacted the property and confirmed with the front desk agent that they were only allowing essential personnel to *** and were advised to cancel the booking. Unfortunately, the booking could not be canceled since the time for check-in and free cancellation had passed.On May 14, 18, and 22 our customer contacted our customer care to get assistance with getting a refund because the hotel charged them as a no-show. On each occasion, our customer care team unsuccessfully attempted to get our customer refunded. Between these dates, our offline team also attempted to reach the property and were either denied or could not reach a person of authority.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's complaint, we contacted the Extended *** guest services to advocate for a refund on behalf of our customer. We were happy to hear that they refunded the customer 95.49 USD on June 3, 2020. If the customer has any questions about the refund timeline we recommend reaching out to the property directly since they are the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Due to covid-19 the airline Air *** sent me an email regarding cancellation of my flight. Expedia doesn’t answer my phone calls and offered a flight credit that is unacceptable. I did not cancel my flight, the airline did. Furthermore, I will not be traveling to Thailand or Asia anytime soon due to the outbreak in Asia. I also had an insurance package that was not reimbursed by Expedia but I was charged even after my flight my canceled. I also purchased 2 additional tickets in the names of 2 other passengers on my card. These individuals will not be flying to Asia either in the near durire so the one year flight credit is not sufficient. We are also unsure if the United States will even allow us to travel to these countries without quarantine in the near future. How am I being penalized for something I had no control over. A world pandemic impacted my flight and I was notified very early by the airline that the flight would be cancelled. I also contacted the airline directly because I was not able to contact Expedia. They said I could have a full refund but Expedia had the money so all transactions need to be completed through them.
Expedia.com Response
• Jul 07, 2020
July 7, 2020
Re: Expedia Case #: ***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***)
regarding a flight reservation. We understand Mrs. is requesting to a full refund instead of a travel credit due
to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account,
self-booked a flight reservation using Expedia’s website, under itinerary *** for three travelers.
Departure on *** Airlines from New York, NC, United States to Bangkok, Thailand on April 26, 2020 and
returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
Per *** Airline’s policy in effect due to COVID19, issued a future travel credit in the amount of $1,284.45
USD with a waiver of change fees. We've worked hard to advocate for as much flexibility as possible. After checking
again with ***, it was confirmed that they only issue a flight credit for no-shows and nonrefundable
bookings. Airline credit must rebook on the same passenger and same airline as it was originally booked. In this case,
there will be no refund provided and airline only allow to use the value of your ticket towards future flight reservation.
Please ensure to re-book/reissue within the original ticket validity, which is one year from original date of issue March
6, 2021.
In addition, Mrs. ***’s were advised of the Terms and Conditions of the Travel Protection Plan, which
was also available at the time of booking and within the booking confirmation email. The Plan is administered by Aon
(Travel guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
While we regret that Mrs*** experience was not as we would have hoped. We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
I purchased a trip of 4 people for a travel in November of this year. I have also purchased the travel insurance. I have called Expedia since March 18tth 2020 trying to cancel and get my $ 2250 back and no answer
Expedia.com Response
• Jul 07, 2020
July 7, 2020Re: Expedia Case #***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand
Mrs. is requesting to a full refund instead of a travel credit due to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for three travelers. Departure on China Eastern Airlines from New York, NC, United States to Bangkok,
Thailand on April 26, 2020 and returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation
through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and
we have no authority to circumvent or to override those policies.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, for flights departing from March
19, 2020 through May 31, 2020, Expedia customers would receive an airline travel credit. This credit is simply the unused value of their current ticket to be
used as a credit toward a flight on the same airline. In this case, there will be no refund provided and new travel needs to depart within 1 year from original
ticket issue date 06MAR20.
In addition, Mrs. *** were advised of the Terms and Conditions of the Travel Vacation Wavier, which was also available at the time of booking
and within the booking confirmation email. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs. flights are
nonrefundable, therefore if the flight is cancelled the Vacation Waiver would cover her exchange fee cost only not the entire value of the flight.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jul 07, 2020
Complaint: ***
I am rejecting this response because you are totally incorrect, my flight is not from the location nor the states you indicated on your response. you are mistaken me with some else.
My trip was from Miami to Spain and on totally different dates which are Nov 24, 2020 - Dec 1, 2020. The vacation waiver I purchased from you clearly states the following:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
You are NOT willing to process my cancellation no refund me my money, you are stealing from people.
Sincerely
Expedia.com Response
• Jul 19, 2020
July 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not
accept our response or resolution offered.
We show that Mrs. *** purchased a nonrefundable. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs.
*** flights are nonrefundable, therefore when the flight was cancelled the Vacation Waiver covers only her exchange fee cost not the entire value of
the flight. When Mrs. is ready to rebook she is responsible for any difference in the new fare.
While we regret that Mrs.’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,Dez ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked 2 Air *** flight tickets on Expedia.com on 8/21/19 to fly London to Morocco round trip in March 2020. Due to COVID-19 Air *** cancelled the flights, Morocco closed its air space and the State Department declared a Level 4 travel alert. Air *** website stated they would issue refunds on request but that I had to work through the selling agent Expedia. I requested the refund in writing and received an acknowledgement on 3/9/20 indicating that they were going to work on getting me the refund. Since then, despite several phone calls and emails I have heard nothing back from them.
Expedia.com Response
• Jul 03, 2020
July 3, 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 multi-city fare with Air *** departing London, England, UK to Rabat, Morocco on March 14,
2020, and Marrakech, Morocco to London, England, UK on March 24, 2020 for two
adults. We understand Mr. is requesting a
refund due to the Covid-19 pandemic.Per
our records, a refund for $1302.30 per ticket has been processed on May 31,
2020. If the refund has not reflected as of yet, they may be delayed due to the
unprecedented volume of travel disruptions following the Covid-19 pandemic.No
further action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked an International trip with Expedia in 10-2019. The hotel closed down and the airlines were not permitted to fly. I canceled my trip online as requested from Expedia but they will not refund my money. I have called Expedia twice with no resolution. Expedia took it upon themselves to credit me for the airline. I don't want a credit. I want a refund. The airline already refunded my money to Expedia. Expedia is refusing to give me a refund and I disputed with credit card. I should not have to be on the hook for almost four thousand dollars due to shady business practices. Expedia has my money and is refusing to give it back for a service I did not receive.
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 . Our records reflect a round-trip fare with ***
airlines departing Philadelphia,
PA to London, England, UK on April 12, 2020, and returning April 20, 2020 for
two adults. And a seven night stay at the *** in London, England.We understand Mr.
*** is requesting a refund due to the travel
restrictions following the Covid-19 pandemic.On
May 26, refunds for both tickets have been processed in the amount of $569.35 for
each ticket per *** airlines.On
June 23, Mr. or an authorized user of the account called to provide a
bank statement which included the charge for the hotel reservation. The
representative processed a refund in the amount of $2523.18. The refund failed
on June 30 due to a charge-back initiated by the customer. We have coordinated
with our transaction processing team whom advised to process a second refund.
We have processed a refund in the amount of $2523.18. Refunds may be delayed
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
Customer Response
• Jul 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
In December of 2019, I booked a trip to Paris through Expedia Travel. At that time I paid for a vacation waiver in case I needed to cancel the trip this would refund my money with no penalties. Due to COVID-19, I will not be traveling to Paris in August and tried to get a refund. The airlines would only provide me with a credit for a later date and that the hotel in Paris has since chage his policy and would not support a refund. Since I paid for the vacation waiver I assumed I would be all set. Expedia said that they are not validating the vacation waivers any more. I asked as a consumer why I wasn't infomred of this and was told that I could have a refund of the waiver if it was within 15 days of when I booked the trip in December.
Booked a trip in December and paid for a vacation waiver
Due to COVID-19 I can't get a refund and only a credit
Vacation waiver that should insure the trip is no longer valid due to COVID-19 and I wasn't informed and the only way they would refund that money if it was 15 days of the booked trip.
Expedia.com Response
• Jul 03, 2020
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with ***
airlines departing Boston, MA to Paris,
France on August 1, 2020, and returning August 8, 2020 for three adults.
And a six night stay at the *** in Paris,
France with the Expedia travel protection vacation waiver. We understand Ms.is requesting a refund.***
airlines does not offer refunds for the flights as no inoperable flight nor
schedule changes occurred before the voluntary cancellation on May 16. The
airlines has extended future travel credit for each passenger however. New
travel must originate on/before September 30, 2022, and must rebook no later
than said date. Change fees will be waived by ***, while fare difference may apply. 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. The hotel reservation with ***
Was booked non-refundable, and cannot be cancelled without a penalty equal to
the full amount applied. The Vacation Waiver purchased does protect Ms. for the cancellation. Expedia has processed a cancellation and initiated a
refund in the amount of $922.69. 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
Customer Response
• Jul 07, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I would like to file a complaint against Expedia and its insurance partner AIG/Travel Guard Group, Inc. for not refunding the cost of our travel protection in the total amount of $276 ($69 x 4 travellers). The complaint is regarding their denial of our request for a refund due to Expedia cancelling our trip due to the Covid-19 situation and therefore it is only logical that they would refund the travel protection since there is no travel that is going to happen that needs to be protected. The service of protecting the insurer from any travel related incident will definitely not be used and therefore should be refunded to the consumer.
Pertinent History:
On 01/15/2020: We (4 travellers) bought flight tickets from San Francisco to Germany (and back). The trip was scheduled from 05/21/2020 through 06/02/2020. We also bought travel insurance via AIG/Travel Guard Group for $69 each passenger for a total of $276.
On 04/20/2020, Expedia sent us an email cancelling the trip due to the Corona Virus situation. However, Expedia did not cancel the last leg of our trip going back home (Munich to SFO).
On 5/15/2020, we called Expedia and requested a Cancellation of our flight from Munich to SFO. Expedia cancelled this trip and refunded the cost of our entire trip. However, when we were requesting a refund of our travel insurance in the amount of $276 since we would not be needing an insurance as there is no travel that will take place, Expedia and AIG were just pointing fingers as to who we need to call to get the refund.
On 5/16/2020, we called AIG and we were told to call Expedia and ask for a supervisor since the Supervisor can do an over ride and make exception in order to do a refund due to the Corona Virus situation.
On the same day, we also called Expedia and we were told by the call center personnel that they can only do a refund within 15 days after we purchase the travel insurance. Since we bought the insurance with our tickets on 1/15/2020, we were told that we are not anymore eligible to a refund. As per AIG’s recommendation, we asked for a supervisor and we were put on hold for 3 hours. When we finally got ahold of a Supervisor, we explained our situation and the reason that we want a refund, our request was also rejected. We explained to the Supervisor that the services (travel protection) will not be needed and it is only right that they refund services that will not be used by the consumer/purchaser.
I believe that we are entitled to a refund due to the following reasons:
1. It was Expedia who cancelled our trip scheduled for 5/21.
2. If Expedia cancelled the trip, then it they should be aware that the traveler will not be needing a Travel Protection and therefore should also be cancelling this protection plan and refunding the cost of this plan.
3. Due to pandemic, the company should have some provisions related to this situation and give their consumers some consideration or exceptions for a refund.
Expedia.com Response
• Jul 04, 2020
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 insurance on a flight reservation. We understand Ms. is requesting a
refund for the insurance premium. Upon further research, we are unable to locate an Expedia account related to Ms.
***’s complaint. We respectfully request that Ms. provide us with the email address used to book the
reservation, and the itinerary number. The requested information will enable us
to appropriately address Ms.’s concerns. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
Customer Response
• Jul 06, 2020
Complaint: ***
I am rejecting this response because:
I am responding to the inquiry Expedia needed to further review the complaint.
The email that the reservation was put under is: ***
The policy number: ***
The itinerary number: ***
Sincerely
Expedia.com Response
• Jul 10, 2020
July 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flight insurance premium. Our
records reflect a Flight Protection Plan with Travelguard and coverage for four
travelers. We understand Ms.
*** is requesting a refund.The insurance the
customer purchased was effective from the date of purchase through the date the
trip was cancelled. Insurance was refundable within 15 days after purchase. We
do understand the customer was given conflicting information as to call Expedia
to receive an exemption for the insurance premium, and as a courtesy Expedia
has processed a refund in the amount of $276.00 to the original form of payment
used. Refunds may take up to 30 business days to reflect due to the
unprecedented volume of travel disruptions 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
Customer Response
• Jul 16, 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.
If I could add a picture that would have been helpful.. we booked a room through Expedia for one night at a hotel. The pictures of the room did not reflect the real room we got. We specifically wanted the room for a jacuzzi tub, and when we got there it was a regular small bath tub. We called Expedia right away asking for a discount due to false advertising, or even an exchange for the room rates that were now cheaper. They did not help us in anyway. The only “support” they offered was to pay extra for a room with a jacuzzi.. which made no sense since that was already what we originally paid for. I will not be using their services again. Integrity, accountability, and customer service is lacking.
I booked this reservation prior to the Covid-19 pandemic outbreak. On March 3, more than 3 weeks prior to the trip, I called Expedia and asked to have the reservation canceled due to fears of flying to France, where the Covid-19 outbreak was spreading excessively at the time. My request was denied via email and I was given no alternative. I was being forced to either risk my life and travel or lose all the money I spent on the reservation. I then called again on March 23, at which time France was a high risk country to visit according to the US government. Flights taken to France for leisure were actually deemed impermissible at this time. I did not even receive a response from an Expedia supervisor this time. I received an email stating that I have the option to receive a voucher for that specific hotel, which would expire within 1 year. However, being someone with a preexisting health condition, my doctor has advised me not to travel overseas for the foreseeable future. Therefore, I cannot plan a trip while international travel is deemed to be unsafe for at least a year. Due to these unprecedented times and circumstances, Expedia should find a resolution in this case that is favorable and safe for a loyal Expedia customer. At this point, the money being held is being done under unlawful and unethical practices.
Expedia.com Response
• Aug 13, 2020
Dear Revdex.com, It has been
my pleasure to assist with Case #***. Our findings and resolution to the
case are listed below. Findings:I can
confirm that this reservation was created on November 03,2019 via the Expedia website
for arrival on March 28, 2020 and departure on April 03, 2020. At the time of
booking, the customer agreed to the following cancellation policy:The room
type and rate selected are non-refundable. Should you change or cancel this
reservation for any reason, your payment will not be refunded.The customer
was in communication with our customer care team from March 05 thru June
24,2020 regarding a refund for their reservation. Customer care issued a full
refund for the customer’s booking on June 24,2020. However, due to a dispute
filed with the customer’s financial institution, the refund didn’t process
successfully. Resolution: We apologize
for any inconvenience this may have caused our customer while attempting to
resolve this issue. Typically,
when situations such as this arise, the customer will receive a refund through
their financial institution directly rather than Expedia. We encourage the
customer to reach out to their bank for further assistance. In the event they
cancelled the dispute or didn’t receive a refund through the dispute process,
we ask that they reach out to customer care with documentation from their bank
indicating as such. Thank you
for bringing this matter to our attention and allowing us a chance for
resolution.Kind
regards,The Expedia
Team
Customer Response
• Aug 18, 2020
I have attached the letter from US Bank stating that the dispute has been closed and money will not be refunded. I have been repeatedly told to seek the refund directly from Expedia.com. Also attached is proof from Expedia stating that I will be refunded. This is a simple technical issue. Expedia can manually process the refund from their end and resolve this within minutes.
Expedia.com Response
• Aug 20, 2020
Reference Number: ***Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed their request once more. We would like to offer our apologies for any inconvenience this may have caused the customer.After receiving confirmation that the customer didn't receive a refund through the dispute process, we have issued a refund in the amount of 1,576.69. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I booked a resort in Bali Indonesia with Expedia for May 2-5th. I live in Texas so of course I’m unable to travel. Initially when I canceled, Expedia stated no refunds or credits for this booking. I then talked to the resort directly and they stated they are closing the entire resort for 2 months and they emailed Expedia stating I’m entitled to a full refund, no penalty. They also emailed me the letter for my records. Expedia continues to refuse to give me a refund, only offering a credit. The service can’t be provided but yet I’m still refused a refund.
My itinerary #
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 made a reservation to stay at *** Resorts and Spa for May 2-5, 2020 with a non-refundable change or cancel policy. At the time of booking our customer chose to purchase Hotel Booking Protection Plus.Due to the unprecedented situation affecting a great number of people's travel plans, an extraordinarily high volume of emails, calls, chats, and social media posts have resulted causing a delay in responses. We are addressing all inquiries in the order they are received.On January 30, 2020 our customer contacted our customer care to request free cancellaton due to COVID-19 pandemic. Our customer care was unable to reach the property so they sent an email.On February 3, 2020 the hotel declined to waive the fees.On February 4, 2020 our customer was informed of the properties decision.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 *** Resorts and Spa for May 2-5, 2020 with a non-refundable change or cancel policy. At the time of booking our customer chose to purchase Hotel Booking Protection Plus.Due to the unprecedented situation affecting a great number of people's travel plans, an extraordinarily high volume of emails, calls, chats, and social media posts have resulted causing a delay in responses. We are addressing all inquiries in the order they are received.On January 30, 2020 our customer contacted our customer care to request free cancellaton due to COVID-19 pandemic. Our customer care was unable to reach the property so they sent an email.On February 3, 2020 the hotel declined to waive the fees.On February 4, 2020 our customer was informed of the properties decision.On February 5, 2020 our customer cancelled the booking online with full penalty applied.On May 12, 2020 our customer reached out to our customer care again stating they had been in contact with the property and were give approval for a full refund. Unfortunately, we must have approval from the property directly. Our customer care team advised our customer that the booking is not eligible for a refund and explained that they would receive a voucher for the full cost of the booking via the email address used when booking.On May 21 and May 22, 2020 our customer contacted our customer care team about getting a full refund to which they were advised according to the policy and to allow up to 2 weeks for the voucher to be received. Our customer care assigned one case to queue to have the voucher manually sent.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Our customer care assigned a second case to queue to have the voucher manually sent. 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 you a voucher in the form of a coupon covering the full cost of the stay already paid for to plan a future trip at *** Resorts and Spa in Bali despite your booking being non-refundable.It is important to note that our customer purchased the Hotel Booking Protection Plus which may provide other options. Unfortunately, we are not certified to address insurance questions.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 March 5th, expedia's subsidiary, Travelscape, LLC masqueraded as the *** reservations for *** on Ormond Beach. I made a reservation for 3 nights for 9 March 2020 thru 11 March 2020. The advertised "total cost" for my "entire" stay was $593.85. At no time was I informed there were additional fee's (Resort or otherwise). Again, this company represented themselves as the *** Reservation organization. After completing my reservation, I received a confirmation stating there were 'additional' resort fee's of $69.00 not included for my stay, and a $100.00 resort deposit. In other words, the charge of $593.85 was not my 'total cost for my entire stay' as provided on my confirmation notice.
I called to cancel my reservation and was informed they were non-refundable. I then called *** and learned I had been hood-winked by misleading advertising by a 3rd party reservation firm. I further learned I had been overcharged for my "total entire stay" - and the actual cost for my stay was 499.11.
I disputed the charge with Bank of America, my visa card holder. They have ruled in Expedia's favor, stating Expedia was able to provide the services on the dates I requested and therefore were not in breach of contract. Hence I am stuck with this charge. As the reservation is non-refundable, and I have paid for a service I never received from Expedia, I am seeking an exchange to reschedule to March 5-11, 2021 (next year) post covid-19.
Expedia.com Response
• May 25, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***.
Below are the findings and resolution to the case:The customer has created this booking at *** On Ormond
Beach by *** on March 5th of 2020. This reservation was made under
a non-refundable cancellation and change policy. The guest is claiming that the
charge of $593.85 USD was not the total cost of their stay as provided in their
confirmation email. The customer is requesting to change the dates of this
booking to March 5th to the 11th of 2021.According to our records, when the customer created this
booking on March 5th of 2020, they agreed to a non-refundable rate. All of the
policies, special check-in instructions, and property alerts were available to
the customer at the time of booking for their review. This booking is in the
status of post-stay, it is no longer able to be modified for a date change. To help resolve this concern, we contacted the Property to
verify billing for the reservation. Unfortunately, we have not been able to
obtain a penalty waiver for this itinerary.While we empathize with the situation, unfortunately, we are
unable to offer a refund or date change as you have requested.We would like to apologize for any inconvenience this may
have caused. Thank you for bringing this matter to our attention and allowing
us a chance for resolution.Kyle B. Customer Relations Specialist
Customer Response
• May 26, 2020
Complaint: ***
I am rejecting this response because: The online reservation did not provide advance notification that the reservation was non-refundable or non-transferrable. Again, the contract did not provide advance notifiation on 'fee's' above total cost of stay, nor did it provide advance notice it was non-transferrable or refundable.
I received this information AFTER I made the reservation in the confirmation email. I again respectfully request compensation.
Sincerely
Expedia.com Response
• Jun 01, 2020
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer has reached back out regarding itinerary ***. The customer is claiming that the cancellation and change policy, as well as,
fees and booking details, were not available at the time of booking. We apologize if the customer is unsatisfied with the outcome. However, a full
investigation concluded on this case and a final decision was provided. The correct information was provided at the time of booking. All
reservations that are made, are prompted to agree to the terms and conditions
of each booking before entering any payment information and again before
finalizing the booking. This information is also available for each room type
and rate that is available on the website. While we empathize with the situation, unfortunately, we do not have any
evidence showing this information was not available at the time of booking,
therefore, we are unable to offer any refund or compensation as requested. As
such, no further considerations will be made in regard to this request. Please note, it is the sole responsibility of customers who
choose to book on their own to carefully review the details of hotels under
consideration. This includes available reviews and customer ratings, as well as
the fare rules and cancellation policies. We also advise our customers to call
us immediately if there are any concerns or questions during their stay, as our
Customer Care team is available 24 hours a day 7 days a week. We would like to apologize again for any inconvenience this may have caused. Thank you for bringing this matter to our attention and allowing us a chance
for resolution. Kyle B. Customer Relations Specialist
I purchased a flight from Expedia.com and then had to cancel the trip, it was for a wedding that was postponed because of COVID-19 safer at home regulations. Because of this cancellation, received a $256 credit with the airline that I purchased the original ticket on. I attempted to purchase a ticket to travel to pick up my son's belongings from his dorm since he had to leave on short notice due to COVID-19 closure of his college. Expedia.com policy states that in order to use the credit, I had to call their customer service and could not order tickets online. I called on 5/20/20 at 3:39 pm (from California) and was on hold for roughly 35 minutes. At this time a customer service rep found that I did have a credit and I told her what flights I wanted to use the credit to purchase. She seemed unable to find the tickets that I was looking at online. She instead offered tickets at different times that were more expensive from the ones that I requested. After about 15 minutes of trying to work with her to purchase the tickets that I was seeing online (I could have bought the tickets at that exact moment on Expedia.com but she told me the flights did not exist) she said that she was going to pass me off to her supervisor. I was then placed on hold at 4:28 pm. At no point did anyone ever pick up the phone to try to help me. At one point, at 5:24, I was disconnected and the customer service rep called back immediately, telling me that she accidentally hung up while trying to transfer me.[why did it take that long for her to try to transfer me?!] I was then on hold for another 53 minutes at which time I was disconnected again. At no time did anyone pick up my call. During this time (at 5:35) I went onto Twitter to complain and tell my story. Someone from Expedia replied to my Tweet and told me to DM them to try to get help. They asked for the itinerary number and then told me that it was for a canceled flight reservation and they would get back to me as soon as possible. 4 times they told me "We'll get back to you as soon as possible" and once they replied "We appreciate your patience." at 11:59 pm [more than 8 hours after my call and 5 hours after they first told me that they would get back to me as soon as possible] they again told me that the credit was for a previously cancelled flight reservation and if I wanted to use the credit I just had to call the phone number and provide the itinerary number again!!
On the morning of 5/21/20 They again asked for the itinerary number to check and then AGAIN told me that it was for a previously cancelled flight reservation and if I wanted to use the credit I just had to call the phone number and provide the itinerary number again!! At that point I purchased airline tickets because I need to get to my son's college to remove his stuff from his dorm room. I asked for the credit to be applied to these flights and to credit my credit card with the established airline credit. I was told that they could not use the credit for already purchased tickets! I purchased the tickets because their customer service rep was not able to find tickets on their own site that I was able to find. They were completely unable, or unwilling to help me. All I got were message of "I see. my apologies." or We'll get back to you.
Expedia.com Response
• Jul 03, 2020
July 3, 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 round-trip fare with ***
Airlines departing Los Angeles,
CA to Boston, MA on July 1, 2020, and returning July 6, 2020 for one adult. We understand Mr.
*** is requesting a refund as he was unable to
utilize his flight credit to re-book new flights.On
May 20, Mr. or an authorized user of the account called to use his flight
credit with *** airlines. Per our records, the customer requested to book
two additional passengers and was advised by the Expedia representative that he
would need to re-book on a new itinerary. Mr. mentioned he wanted to have
the same flight for the two extra passengers. When Expedia processes an
exchange, we are using the original record to do so with a global distribution
system. Inventory is dynamic and can change or may not be available as it shows
on Expedia's website for all three passengers. Furthermore, flights are not guaranteed
until ticketed.We
understand Mr. was unable to utilize the flight credit, however the
credit is still valid to use with *** airlines. The customer may still re-book
new travel by December 31, 2020. Change fees will be waived , while fare difference
may apply. Due
to the information provided, Expedia is unable to process a refund for the
flight. 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 booked a trip thru Expedia to go to Germany for a concert with my husband and two friends. Sadly, b/c of COVID-19, the airline cancelled our flights. I have tried several times to reach out to Expedia to inquire how to get a refund but either I don't get a response, or get some rep who wants to argue with me about cancellation policies. I didn't want to cancel my trip, I HAVE to because of the virus. When I booked the trip, there was an option to finance the trip thru Affirm, which I have to pay almost $400/mo towards so every day expedia waits to refund me is another payment I have to make towards that loan. Since the trip can't happen, b/c of the pandemic, I should receive a full refund, no matter what the cancellation policy is. I legally cannot go on the trip b/c Germany is shut down and the airline won't take me there. Please, can someone reach out to the powers that be at this company and help me get my trip that I can't go on refunded?
Expedia.com Response
• Jul 03, 2020
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with ***
for four adults, and two rooms for a five night stay at the *** Hotel *** from June 3, 2020 to June 9,
2020. We understand Ms.
*** is requesting a refund for the packaged
reservation due to the travel restrictions following the Covid-19 pandemic.On
May 30, Expedia initiated a refund for the tickets with *** in the
amount of $771.82 per passenger. Refunds will be processed directly by *** On
May 22, Expedia processed a refund for the hotel portion amounting to $821.70.
On May 29, both refunds have been settled from Expedia and are now bank processing.
If Ms. has not received her refund as of yet, we suggest to contact her
financial institution for the current status of the refund. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On January 7, 2020 I did a business transaction with one of Expedia Group's employee, named Chuan *** He is a family member of an extended family of ours. He works for Expedia as a travel agent and was providing discounted tickets by using his work card. This was for a group of friends & family flight tickets but I'm posting mainly for mine, since I paid my ticket to the travel agent separately. He said once Expedia accepts the offer, he would send us the itinerary. A month later, he told us that the offer was declined by Expedia and we would be refunded in a week. This was pre-COVID 19 pandemic, as we were to receive the refund at the end of February.
We never received the refund and the mutual family member of *** and I, have been trying to reach HR for our refunds for these tickets that were denied by Expedia. Now coming out of COVID-19, I can't reach anyone at HR and left a voicemail and no one will respond back. Their employee Chuan *** is not talking to me but will talking his family, our friend, that he's working on it. Why is a refund taking almost 4 months, if you're not accepting the offer?
And supposedly, Chuan *** says the person who put in the offer, was a coworker named Julian. He said we could call corporate but I can't even get through to corporate.
Expedia.com Response
• Jun 23, 2020
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 Judy
*** (Revdex.com case number ***) regarding
a ticker purchased via a third party. Upon further
research, we are unable to locate an Expedia account or reservation related to
Ms. complaint. We respectfully request that she provide us with the
email address and phone number used to book the reservation, and the generated
itinerary number. The requested information will enable us to appropriately
address her concerns. If a
reservation was never completed with Expedia, we recommend Ms. reach out
to the party booking the travel on her behalf for further assistance.If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I have reserve a package with my 3 boys to Miami schedule for May 23rd-may 29 2020 already paid in full. after the Covid-19 I called them on 03/22/2020 we need it to cancel the trip I was told by the 1800 number that under the circumstances I'll be reimbursed back to my credit card but I did not get reimburse all of it they gave me the hotel & the rental car credit but I never got an email or call or any correspondence at all. I call them via computer with out no results was online for over 1hour with no results.
call 1-877-227-7481 05/11/2020 talked 2 people for over or close to 1hour back in forth her name was July she was telling me 1st that the only way I'll be able to get the credit was to schedule with a 1 yr to schedule again to go to Miami which I thought it was so crazy since from the beginning I will be reimburse, she told me after that she need it to put me on hold to find more info, when she came back on the phone she said the best thing you can do is file a claim with my bank or credit card.
Them she said that she will send this case to her customer care department that this may take up to 8 to 10 days to get resolve. she also said that the credit will be use with in the US not only Miami with 1 yrs of the purchase. I rec a respond right the next day by the customer care that all they can do was to give a credit to book anything again with in 1yr.
Expedia.com Response
• Jul 01, 2020
July 1, 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 San Francisco,
CA to Miami, FL on May 23, 2020, and returning May 29, 2020 for four adults. We understand Ms.
*** is requesting a refund for the flights
due to the travel restrictions following the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
flight reservation via self service on the Expedia website, and received an
email stating a flight credit will be issued for the cancellation rather than a
refund. The flights did not encounter a schedule change flight interruptions
before the cancellation which does not qualify for a refund using the *** airlines
flex policies for Covid-19. The airline has extended future travel credit for each
passenger however. The customer must complete new travel by December 31, 2021.
Change fees will be waived by *** airlines, while fare difference may
apply. 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
I booked a vacation to Belgium with Expedia in November 2019. The total cost was $2501.28 which included airfare on *** Airlines, 4 nights hotel at Hotel ***’ *** in Bruges and a package protection plan with Travel Guard. Then COVID-19 happened and in mid-March international travel came to halt. Sometime in April my airline flights with *** Airlines were canceled either by *** Airlines or Expedia, I am not sure which. I contacted Hotel ***’ *** in Bruges to see what their cancellation polices were and they said if the reservation was canceled 48 hours prior to check in there would be no charges. Around the end of April I contacted *** Airlines and they said the reservation had been cancelled and they would refund the seat upgrades I had made directly with them but thy were holding no monies for the flights and that would have to come from Expedia. On May 7th the refund for the seat upgrades was posted on my charge account. When I finally got thru to Expedia and open a case # with them requesting a full refund. I later heard back from Expedia and they said I had two vouchers, one for $1346.64 for *** Airlines. The second voucher was for Hotel ***’ *** Bruges for $955.00. I needed to use the voucher within 12 months and at Hotel ***’ *** Bruges. The $199.64 paid for the package protection plan was non-refundable and lost.
While I appreciate that Expedia made some allowances for COVID-19 they were not out any of these funds and still held all these monies. With travel still very uncertain for perhaps years until a vaccine is developed for COVID-19 I feel it would not be unheard of for Expedia to refund the entire cost of this vacation package.
I have purchased a vacation package on Jan 13, 2020 just before the corona virus. With this vacation package I have purchased a insurance protection just so I could cancel if needed. Once the corona virus was an issue, I have cancelled the vacation. Expedia told me that because I got the insurance, there will be no issues to get the money back, and that is where it ends. *** Airlines refuses to return my money and Expedia will not talk to them. I am out $461.98.
Itinerary #
Expedia.com Response
• Jul 01, 2020
July 1, 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 Chicago, IL to Cancun, Quintana Roo, Mexico on March
24, 2020 for 2 adults. We
understand Ms. is requesting a refund in the amount of $461.98 for the cancelled flight
using the travel protection vacation waiver.On
March 2, the customer sent an email with a screen shot of the cancellation made
directly with *** airlines which shows a cancellation fee of $180.00 had
been charged, and $45.98 for the non-refundable carrier fees. The airline
processed a credit for future use in the amount of $236.00 valid through May
31, 2020. The vacation waiver refunds
any amount withheld by the travel provider as a change or cancel fee. On March
4, Expedia processed a refund for the cancellation fee in the amount of $180.00.
The remaining amount of the $236.00 could have been utilized for a future
flight with *** airlines. The customer may view the complete terms and
conditions of the vacation waiver at: https://www.expedia.com/vacation-waiver-terms.Unfortunately we are unable to provide a full refund of $461.98
due to the information provided. 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 01, 2020
MMy husband had a heart surgery and he can't travel right now. The travel at a later date doesn't fit the schedule as it is not an option at this time. My husband is 70 years old. After heart surgery like this he needs to rest not travel. I purchased the insurance to be able to cancel it for a full refund, as what I was told.
Complaint: ***
I am rejecting this response because:
Sincerely
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.We understand the extenuating circumstance Ms. and
her husband is going through at this time. Expedia is unable to provide a
refund for the flight with *** airlines. We kindly ask Ms. to contact
*** to inquire on a possible refund and note the current circumstances with
the screen shot she has provided as reason for the inability to travel at this
time. Please note, refunds are subject to approval by the
airlines and is not a guarantee. 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 07, 2020
I have purchased the insurance and I have been advised that I can cancel the trip at any time and I will not have to pay any charges. Well, this is the time to live up to the insurance that I have purchased, otherwise, what did the insurance cover, just a portion of it?
Complaint: ***
I am rejecting this response because:
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia will not refund my flights because they say the flight isn’t canceled it their “systems” so I connected them with the actual airline and the air line (***) personally told them my flight was canceled so Expedia then changed the story and said well they still can’t give me a refunded because that isn’t *** policy but I explained that I should be given a refund due to department of travel mandating them to refund flights changed due to cov19 and *** also told me they are supposed to give me a full refund after I told him this he started talking about it’s not canceled so I asked him to call but he wouldn’t the only way to find out it’s canceled is my calling there is no other way . I want all of my tickets refunded . (The supervisor name was jack the rude lady that told the supervisor that I can’t get a refund name is Kate)
Expedia.com Response
• Jul 02, 2020
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a refund of $664.00,Our records indicate on February 10, 2020 , Ms. or
an authorized user of the Expedia account, self-booked four one way flights on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***.
Our records also indicate on February 11, 2020 , Ms. or
an authorized user of the Expedia account, self-booked a one way flight on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***. We can confirm on March 3, 2020, the customer called in because of an airline
schedule change. The representative
reviewed the record and noted the flights were updated and the exchange fee was
waived. The customer kept same date just a shorter flight/On June 11,
2020, the customer called in stating her reservation shows as cancelled. She wanted to know who cancelled her
reservation. The representative
reviewed the record and advised the reservation was cancelled by ***.On June 26, 2020, the
customer requested to be refunded. Our representative
reviewed the airline record and confirmed the record did not qualify for a
refund. The customer was sent an email apologizing that no refund could be offered
but advised of the future travel credit.After further review on July 2, 2020, Expedia reviewed
the Expedia account and the *** record. On June 26, 2020, Expedia emailed the customer and advised a refund was
not applicable but the airline future travel credit would be applicable per the
airline. *** policy states travel must be rebooked and completed before
March 31st, 2021. *** is waiving
the exchange fee, if there is an increase in fare it will be the customer responsibility. The customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets.We understand that you are
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 you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the operating carriers and merchants
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchase flight tickets for my family and I to fly to Manila June 29 to July 13 in February. I was contacted by Expedia to cancel the flight due to Covi-19 via txt message.. The message read just press cancel and no other action are due on your part. I pressed the cancel button and awaited my refund that never came. I contacted Expedia on 5/20 as*** for my refund and they stated it went to airline credit and the travel insurance was gone no refund. I asked why the CSR stated to me that was the policy and they are unable to provide a refund even if Expedia initiated the cancelation of the reservation. My reservation number is *** and I lost $168.00 dealing with this company.
I asked to get the flight insurance reinstated for I will be ta*** the flight and they said I need to pay another fee.
Expedia.com Response
• Jul 03, 2020
July 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) wants a refund of $2789.00.Our records indicate on February 2, 2020, Mr. or
an authorized user of the Expedia account, self-booked four round trip flights
on *** Airlines, departing on June 29, 2020 from Washington,
DC to Manila, Philippines and returning on July
12, 2020 with the Flight Protection Plan via ***. We can confirm on April 22, 2020, the customer
cancelled the Flight Protection Plan. Expedia emailed the cancellation email to
the email address on file. The email advises
the protection is cancelled, not refunded.On April 30, 2020, the customer cancelled
the reservation via electronic web form. Expedia emailed the flight cancellation confirmation to the email
address on file. The email advised the
cancellation caused a flight credit to be issued.
On May 20, 2020, the
customer called in because he cancelled the reservation online and
wants a full refund. Our representative
reviewed the airline policy and determined the customer was eligible for a
flight credit. The customer advised that she wanted to reinstate everything or
get a full refund for flight and insurance. After further review on July 3, 2020, reviewed
the Expedia account and the *** Airlines record. The *** Airlines record shows the customer
cancelled the reservation via electronic web form. Contacted *** Airlines and they advised there
is a future travel credit that was applicable to the cancellation. New travel must begin by February 2, 2022.
*** Airlines suggested that the customer could file for a refund on ***.com/refunds
but there is no guarantee that a refund would be issued.We understand that you are
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 you were loo*** for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his boo*** on our website, Mr.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your boo*** if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Our trip from 3/27/20-3/30/20 was cancelled due to the COVID-19 pandemic. I understand this was out of everyone's control however, since we were unable to travel, I expect a full refund issued either to my Discover card or a check issued from Expedia since services were not rendered. I paid in full for the trip and I feel that I should be fully reimbursed since we were unable to attend. I don't know why my money isn't being credited to my account.
Expedia.com Response
• Jul 03, 2020
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one-way fare with
*** airlines departing Pittsburgh, PA
to Nassau, Bahamas on March 27, 2020, and returning March 30, 2020 for two
adults. And a three night stay at the *** All Inclusive in Cable
Beach. We understand Ms. is requesting a
full refund for the package due to the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
outbound and return flights with *** airlines. Before cancellation, the
flights did not encounter a schedule change or flight interruptions which does
not qualify the tickets for a full refund. However, *** airlines has
extended future travel credit for each passenger. Each passenger must complete
new travel by December 31, 2021, change fees will be waived by the airlines,
while fare difference may apply. The
hotel reservation with Breezes Resort was booked non-refundable, and cannot be cancelled without a penalty equal to
the full amount of the reservation. Expedia had messaged information to the
customer before check-in on how to cancel the hotel stay which may include
eligibility for a coupon equal to the value of the reservation. We have however,
contacted the property to request for a waiver to process a refund. The hotel
representative advised all request are to be sent via email, and mentioned response
times may be a delayed due to the unprecedented volume of requests they are
currently receiving due to the Covid-19 pandemic.An
Expedia representative will contact Ms. directly via email with any
updates we receive from the hotel. Refunds are not a guarantee and subject to
hotel approval.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 06, 2020
Complaint: ***
I am rejecting this response because: services were NOT rendered and we are asking for a complete refund. We paid on time and now want our money that is ours returned in full.
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 Ms. did not accept our response and/or resolution offered.Before cancellation, the flights with *** airlines did not encounter a schedule change or flight interruptions which does not qualify the tickets for a full refund. However, *** airlines has extended future travel credit for each passenger. Each passenger must complete new travel by December 31, 2021, change fees will be waived by the airlines, while fare difference may apply.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. The *** All Inclusive has responded to the refund request and was unfortunately denied. The hotel is allowing Ms. to re-book new dates with the property by March 2021. Prior to the completion of cancelling the reservation Ms. was advised there is no refund when cancelling this reservation. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When the customer purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies.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 21, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Customer Response
• Jul 23, 2020
We want a refund for our trip that we did not take in March 2020. The airlines were not traveling to the Bahamas, it was on the *** Airlines website. We paid in full up front when we booked, now that the vacation was not taken due to the pandemic, we want a refund. This is unacceptable that you took our money and won't return it in the manner of how it came to Expedia.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Booked 1 night at a hotel on Apr 22, 2020 - Apr 23, 2020 Thru Expedia.
Itinerary #
***
Extended *** - *** United States of America
Wen I got at the hotel I was refused service per the Mass covid-19 Order guest policy. Canceled thru Expedia and got charged any way.
I contacted Expedia and the Business itself. The hotel is saying this is a Expedia problem and sends me to them. Expedia is sending me to ask the business for refund. Both of them refused to refund the payment.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to *** at Extended *** – *** for April 22-23, 2020 with free cancellation until 1:00 PM local hotel time, Wednesday, April 22, 2020 and chose the option to pay the hotel directly.It is important to note that when the hotel is the billing party, Expedia is not able to access billing history. If there is an issue we always recommend our customers contact the property directly or contact their bank for other options.All channels have been understandably overwhelmed by people needing help, and our teams are doing all they can to make things better for our customers. On April 22, 2020 our customer reached out to customer care because they were not being permitted to check into the hotel unless they were essential/frontline personnel. Customer care contacted the property and confirmed with the front desk agent that they were only allowing essential personnel to *** and were advised to cancel the booking. Unfortunately, the booking could not be canceled since the time for check-in and free cancellation had passed.On May 14, 18, and 22 our customer contacted our customer care to get assistance with getting a refund because the hotel charged them as a no-show. On each occasion, our customer care team unsuccessfully attempted to get our customer refunded. Between these dates, our offline team also attempted to reach the property and were either denied or could not reach a person of authority.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Upon receiving the customer's complaint, we contacted the Extended *** guest services to advocate for a refund on behalf of our customer. We were happy to hear that they refunded the customer 95.49 USD on June 3, 2020. If the customer has any questions about the refund timeline we recommend reaching out to the property directly since they are the billing merchant. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Due to covid-19 the airline Air *** sent me an email regarding cancellation of my flight. Expedia doesn’t answer my phone calls and offered a flight credit that is unacceptable. I did not cancel my flight, the airline did. Furthermore, I will not be traveling to Thailand or Asia anytime soon due to the outbreak in Asia. I also had an insurance package that was not reimbursed by Expedia but I was charged even after my flight my canceled. I also purchased 2 additional tickets in the names of 2 other passengers on my card. These individuals will not be flying to Asia either in the near durire so the one year flight credit is not sufficient. We are also unsure if the United States will even allow us to travel to these countries without quarantine in the near future. How am I being penalized for something I had no control over. A world pandemic impacted my flight and I was notified very early by the airline that the flight would be cancelled. I also contacted the airline directly because I was not able to contact Expedia. They said I could have a full refund but Expedia had the money so all transactions need to be completed through them.
July 7, 2020
Re: Expedia Case #: ***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***)
regarding a flight reservation. We understand Mrs. is requesting to a full refund instead of a travel credit due
to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account,
self-booked a flight reservation using Expedia’s website, under itinerary *** for three travelers.
Departure on *** Airlines from New York, NC, United States to Bangkok, Thailand on April 26, 2020 and
returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor.
The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override
those policies.
Per *** Airline’s policy in effect due to COVID19, issued a future travel credit in the amount of $1,284.45
USD with a waiver of change fees. We've worked hard to advocate for as much flexibility as possible. After checking
again with ***, it was confirmed that they only issue a flight credit for no-shows and nonrefundable
bookings. Airline credit must rebook on the same passenger and same airline as it was originally booked. In this case,
there will be no refund provided and airline only allow to use the value of your ticket towards future flight reservation.
Please ensure to re-book/reissue within the original ticket validity, which is one year from original date of issue March
6, 2021.
In addition, Mrs. ***’s were advised of the Terms and Conditions of the Travel Protection Plan, which
was also available at the time of booking and within the booking confirmation email. The Plan is administered by Aon
(Travel guard), and any claims can be made directly with them at the contact details provided to you in your
confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-516-342-4503.
While we regret that Mrs*** experience was not as we would have hoped. We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
I purchased a trip of 4 people for a travel in November of this year. I have also purchased the travel insurance. I have called Expedia since March 18tth 2020 trying to cancel and get my $ 2250 back and no answer
July 7, 2020Re: Expedia Case #***
Alaska, Oregon & Western Washington
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand
Mrs. is requesting to a full refund instead of a travel credit due to the COVID-19.
Our records indicate that on March 6, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for three travelers. Departure on China Eastern Airlines from New York, NC, United States to Bangkok,
Thailand on April 26, 2020 and returning on May 7, 2020 with an added Travel Protection Plan.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When you purchased a reservation
through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and
we have no authority to circumvent or to override those policies.
We've worked hard to advocate for as much flexibility as possible. Per *** Airline’s policy in effect due to COVID19, for flights departing from March
19, 2020 through May 31, 2020, Expedia customers would receive an airline travel credit. This credit is simply the unused value of their current ticket to be
used as a credit toward a flight on the same airline. In this case, there will be no refund provided and new travel needs to depart within 1 year from original
ticket issue date 06MAR20.
In addition, Mrs. *** were advised of the Terms and Conditions of the Travel Vacation Wavier, which was also available at the time of booking
and within the booking confirmation email. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs. flights are
nonrefundable, therefore if the flight is cancelled the Vacation Waiver would cover her exchange fee cost only not the entire value of the flight.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because you are totally incorrect, my flight is not from the location nor the states you indicated on your response. you are mistaken me with some else.
My trip was from Miami to Spain and on totally different dates which are Nov 24, 2020 - Dec 1, 2020. The vacation waiver I purchased from you clearly states the following:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
You are NOT willing to process my cancellation no refund me my money, you are stealing from people.
Sincerely
July 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not
accept our response or resolution offered.
We show that Mrs. *** purchased a nonrefundable. The Vacation Waiver only covers penalty fees one time prior to the start of your trip. Mrs.
*** flights are nonrefundable, therefore when the flight was cancelled the Vacation Waiver covers only her exchange fee cost not the entire value of
the flight. When Mrs. is ready to rebook she is responsible for any difference in the new fare.
While we regret that Mrs.’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,Dez ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked 2 Air *** flight tickets on Expedia.com on 8/21/19 to fly London to Morocco round trip in March 2020. Due to COVID-19 Air *** cancelled the flights, Morocco closed its air space and the State Department declared a Level 4 travel alert. Air *** website stated they would issue refunds on request but that I had to work through the selling agent Expedia. I requested the refund in writing and received an acknowledgement on 3/9/20 indicating that they were going to work on getting me the refund. Since then, despite several phone calls and emails I have heard nothing back from them.
July 3, 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 multi-city fare with Air *** departing London, England, UK to Rabat, Morocco on March 14,
2020, and Marrakech, Morocco to London, England, UK on March 24, 2020 for two
adults. We understand Mr. is requesting a
refund due to the Covid-19 pandemic.Per
our records, a refund for $1302.30 per ticket has been processed on May 31,
2020. If the refund has not reflected as of yet, they may be delayed due to the
unprecedented volume of travel disruptions following the Covid-19 pandemic.No
further action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked an International trip with Expedia in 10-2019. The hotel closed down and the airlines were not permitted to fly. I canceled my trip online as requested from Expedia but they will not refund my money. I have called Expedia twice with no resolution. Expedia took it upon themselves to credit me for the airline. I don't want a credit. I want a refund. The airline already refunded my money to Expedia. Expedia is refusing to give me a refund and I disputed with credit card. I should not have to be on the hook for almost four thousand dollars due to shady business practices. Expedia has my money and is refusing to give it back for a service I did not receive.
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 . Our records reflect a round-trip fare with ***
airlines departing Philadelphia,
PA to London, England, UK on April 12, 2020, and returning April 20, 2020 for
two adults. And a seven night stay at the *** in London, England.We understand Mr.
*** is requesting a refund due to the travel
restrictions following the Covid-19 pandemic.On
May 26, refunds for both tickets have been processed in the amount of $569.35 for
each ticket per *** airlines.On
June 23, Mr. or an authorized user of the account called to provide a
bank statement which included the charge for the hotel reservation. The
representative processed a refund in the amount of $2523.18. The refund failed
on June 30 due to a charge-back initiated by the customer. We have coordinated
with our transaction processing team whom advised to process a second refund.
We have processed a refund in the amount of $2523.18. Refunds may be delayed
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
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,
***
***ATTACHMENTS REDACTED BY Revdex.com
In December of 2019, I booked a trip to Paris through Expedia Travel. At that time I paid for a vacation waiver in case I needed to cancel the trip this would refund my money with no penalties. Due to COVID-19, I will not be traveling to Paris in August and tried to get a refund. The airlines would only provide me with a credit for a later date and that the hotel in Paris has since chage his policy and would not support a refund. Since I paid for the vacation waiver I assumed I would be all set. Expedia said that they are not validating the vacation waivers any more. I asked as a consumer why I wasn't infomred of this and was told that I could have a refund of the waiver if it was within 15 days of when I booked the trip in December.
Booked a trip in December and paid for a vacation waiver
Due to COVID-19 I can't get a refund and only a credit
Vacation waiver that should insure the trip is no longer valid due to COVID-19 and I wasn't informed and the only way they would refund that money if it was 15 days of the booked trip.
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with ***
airlines departing Boston, MA to Paris,
France on August 1, 2020, and returning August 8, 2020 for three adults.
And a six night stay at the *** in Paris,
France with the Expedia travel protection vacation waiver. We understand Ms.is requesting a refund.***
airlines does not offer refunds for the flights as no inoperable flight nor
schedule changes occurred before the voluntary cancellation on May 16. The
airlines has extended future travel credit for each passenger however. New
travel must originate on/before September 30, 2022, and must rebook no later
than said date. Change fees will be waived by ***, while fare difference may apply. 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. The hotel reservation with ***
Was booked non-refundable, and cannot be cancelled without a penalty equal to
the full amount applied. The Vacation Waiver purchased does protect Ms. for the cancellation. Expedia has processed a cancellation and initiated a
refund in the amount of $922.69. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I would like to file a complaint against Expedia and its insurance partner AIG/Travel Guard Group, Inc. for not refunding the cost of our travel protection in the total amount of $276 ($69 x 4 travellers). The complaint is regarding their denial of our request for a refund due to Expedia cancelling our trip due to the Covid-19 situation and therefore it is only logical that they would refund the travel protection since there is no travel that is going to happen that needs to be protected. The service of protecting the insurer from any travel related incident will definitely not be used and therefore should be refunded to the consumer.
Pertinent History:
On 01/15/2020: We (4 travellers) bought flight tickets from San Francisco to Germany (and back). The trip was scheduled from 05/21/2020 through 06/02/2020. We also bought travel insurance via AIG/Travel Guard Group for $69 each passenger for a total of $276.
On 04/20/2020, Expedia sent us an email cancelling the trip due to the Corona Virus situation. However, Expedia did not cancel the last leg of our trip going back home (Munich to SFO).
On 5/15/2020, we called Expedia and requested a Cancellation of our flight from Munich to SFO. Expedia cancelled this trip and refunded the cost of our entire trip. However, when we were requesting a refund of our travel insurance in the amount of $276 since we would not be needing an insurance as there is no travel that will take place, Expedia and AIG were just pointing fingers as to who we need to call to get the refund.
On 5/16/2020, we called AIG and we were told to call Expedia and ask for a supervisor since the Supervisor can do an over ride and make exception in order to do a refund due to the Corona Virus situation.
On the same day, we also called Expedia and we were told by the call center personnel that they can only do a refund within 15 days after we purchase the travel insurance. Since we bought the insurance with our tickets on 1/15/2020, we were told that we are not anymore eligible to a refund. As per AIG’s recommendation, we asked for a supervisor and we were put on hold for 3 hours. When we finally got ahold of a Supervisor, we explained our situation and the reason that we want a refund, our request was also rejected. We explained to the Supervisor that the services (travel protection) will not be needed and it is only right that they refund services that will not be used by the consumer/purchaser.
I believe that we are entitled to a refund due to the following reasons:
1. It was Expedia who cancelled our trip scheduled for 5/21.
2. If Expedia cancelled the trip, then it they should be aware that the traveler will not be needing a Travel Protection and therefore should also be cancelling this protection plan and refunding the cost of this plan.
3. Due to pandemic, the company should have some provisions related to this situation and give their consumers some consideration or exceptions for a refund.
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 insurance on a flight reservation. We understand Ms. is requesting a
refund for the insurance premium. Upon further research, we are unable to locate an Expedia account related to Ms.
***’s complaint. We respectfully request that Ms. provide us with the email address used to book the
reservation, and the itinerary number. The requested information will enable us
to appropriately address Ms.’s concerns. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
Complaint: ***
I am rejecting this response because:
I am responding to the inquiry Expedia needed to further review the complaint.
The email that the reservation was put under is: ***
The policy number: ***
The itinerary number: ***
Sincerely
July 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flight insurance premium. Our
records reflect a Flight Protection Plan with Travelguard and coverage for four
travelers. We understand Ms.
*** is requesting a refund.The insurance the
customer purchased was effective from the date of purchase through the date the
trip was cancelled. Insurance was refundable within 15 days after purchase. We
do understand the customer was given conflicting information as to call Expedia
to receive an exemption for the insurance premium, and as a courtesy Expedia
has processed a refund in the amount of $276.00 to the original form of payment
used. Refunds may take up to 30 business days to reflect due to the
unprecedented volume of travel disruptions 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
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
If I could add a picture that would have been helpful.. we booked a room through Expedia for one night at a hotel. The pictures of the room did not reflect the real room we got. We specifically wanted the room for a jacuzzi tub, and when we got there it was a regular small bath tub. We called Expedia right away asking for a discount due to false advertising, or even an exchange for the room rates that were now cheaper. They did not help us in anyway. The only “support” they offered was to pay extra for a room with a jacuzzi.. which made no sense since that was already what we originally paid for. I will not be using their services again. Integrity, accountability, and customer service is lacking.
I booked this reservation prior to the Covid-19 pandemic outbreak. On March 3, more than 3 weeks prior to the trip, I called Expedia and asked to have the reservation canceled due to fears of flying to France, where the Covid-19 outbreak was spreading excessively at the time. My request was denied via email and I was given no alternative. I was being forced to either risk my life and travel or lose all the money I spent on the reservation. I then called again on March 23, at which time France was a high risk country to visit according to the US government. Flights taken to France for leisure were actually deemed impermissible at this time. I did not even receive a response from an Expedia supervisor this time. I received an email stating that I have the option to receive a voucher for that specific hotel, which would expire within 1 year. However, being someone with a preexisting health condition, my doctor has advised me not to travel overseas for the foreseeable future. Therefore, I cannot plan a trip while international travel is deemed to be unsafe for at least a year. Due to these unprecedented times and circumstances, Expedia should find a resolution in this case that is favorable and safe for a loyal Expedia customer. At this point, the money being held is being done under unlawful and unethical practices.
Dear Revdex.com, It has been
my pleasure to assist with Case #***. Our findings and resolution to the
case are listed below. Findings:I can
confirm that this reservation was created on November 03,2019 via the Expedia website
for arrival on March 28, 2020 and departure on April 03, 2020. At the time of
booking, the customer agreed to the following cancellation policy:The room
type and rate selected are non-refundable. Should you change or cancel this
reservation for any reason, your payment will not be refunded.The customer
was in communication with our customer care team from March 05 thru June
24,2020 regarding a refund for their reservation. Customer care issued a full
refund for the customer’s booking on June 24,2020. However, due to a dispute
filed with the customer’s financial institution, the refund didn’t process
successfully. Resolution: We apologize
for any inconvenience this may have caused our customer while attempting to
resolve this issue. Typically,
when situations such as this arise, the customer will receive a refund through
their financial institution directly rather than Expedia. We encourage the
customer to reach out to their bank for further assistance. In the event they
cancelled the dispute or didn’t receive a refund through the dispute process,
we ask that they reach out to customer care with documentation from their bank
indicating as such. Thank you
for bringing this matter to our attention and allowing us a chance for
resolution.Kind
regards,The Expedia
Team
I have attached the letter from US Bank stating that the dispute has been closed and money will not be refunded. I have been repeatedly told to seek the refund directly from Expedia.com. Also attached is proof from Expedia stating that I will be refunded. This is a simple technical issue. Expedia can manually process the refund from their end and resolve this within minutes.
Reference Number: ***Dear Revdex.com,Due to the customer's continued dissatisfaction, we have reviewed their request once more. We would like to offer our apologies for any inconvenience this may have caused the customer.After receiving confirmation that the customer didn't receive a refund through the dispute process, we have issued a refund in the amount of 1,576.69. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
I booked a resort in Bali Indonesia with Expedia for May 2-5th. I live in Texas so of course I’m unable to travel. Initially when I canceled, Expedia stated no refunds or credits for this booking. I then talked to the resort directly and they stated they are closing the entire resort for 2 months and they emailed Expedia stating I’m entitled to a full refund, no penalty. They also emailed me the letter for my records. Expedia continues to refuse to give me a refund, only offering a credit. The service can’t be provided but yet I’m still refused a refund.
My itinerary #
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 *** Resorts and Spa for May 2-5, 2020 with a non-refundable change or cancel policy. At the time of booking our customer chose to purchase Hotel Booking Protection Plus.Due to the unprecedented situation affecting a great number of people's travel plans, an extraordinarily high volume of emails, calls, chats, and social media posts have resulted causing a delay in responses. We are addressing all inquiries in the order they are received.On January 30, 2020 our customer contacted our customer care to request free cancellaton due to COVID-19 pandemic. Our customer care was unable to reach the property so they sent an email.On February 3, 2020 the hotel declined to waive the fees.On February 4, 2020 our customer was informed of the properties decision.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 *** Resorts and Spa for May 2-5, 2020 with a non-refundable change or cancel policy. At the time of booking our customer chose to purchase Hotel Booking Protection Plus.Due to the unprecedented situation affecting a great number of people's travel plans, an extraordinarily high volume of emails, calls, chats, and social media posts have resulted causing a delay in responses. We are addressing all inquiries in the order they are received.On January 30, 2020 our customer contacted our customer care to request free cancellaton due to COVID-19 pandemic. Our customer care was unable to reach the property so they sent an email.On February 3, 2020 the hotel declined to waive the fees.On February 4, 2020 our customer was informed of the properties decision.On February 5, 2020 our customer cancelled the booking online with full penalty applied.On May 12, 2020 our customer reached out to our customer care again stating they had been in contact with the property and were give approval for a full refund. Unfortunately, we must have approval from the property directly. Our customer care team advised our customer that the booking is not eligible for a refund and explained that they would receive a voucher for the full cost of the booking via the email address used when booking.On May 21 and May 22, 2020 our customer contacted our customer care team about getting a full refund to which they were advised according to the policy and to allow up to 2 weeks for the voucher to be received. Our customer care assigned one case to queue to have the voucher manually sent.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Our customer care assigned a second case to queue to have the voucher manually sent. 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 you a voucher in the form of a coupon covering the full cost of the stay already paid for to plan a future trip at *** Resorts and Spa in Bali despite your booking being non-refundable.It is important to note that our customer purchased the Hotel Booking Protection Plus which may provide other options. Unfortunately, we are not certified to address insurance questions.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 March 5th, expedia's subsidiary, Travelscape, LLC masqueraded as the *** reservations for *** on Ormond Beach. I made a reservation for 3 nights for 9 March 2020 thru 11 March 2020. The advertised "total cost" for my "entire" stay was $593.85. At no time was I informed there were additional fee's (Resort or otherwise). Again, this company represented themselves as the *** Reservation organization. After completing my reservation, I received a confirmation stating there were 'additional' resort fee's of $69.00 not included for my stay, and a $100.00 resort deposit. In other words, the charge of $593.85 was not my 'total cost for my entire stay' as provided on my confirmation notice.
I called to cancel my reservation and was informed they were non-refundable. I then called *** and learned I had been hood-winked by misleading advertising by a 3rd party reservation firm. I further learned I had been overcharged for my "total entire stay" - and the actual cost for my stay was 499.11.
I disputed the charge with Bank of America, my visa card holder. They have ruled in Expedia's favor, stating Expedia was able to provide the services on the dates I requested and therefore were not in breach of contract. Hence I am stuck with this charge. As the reservation is non-refundable, and I have paid for a service I never received from Expedia, I am seeking an exchange to reschedule to March 5-11, 2021 (next year) post covid-19.
Hello Revdex.com,I am pleased to provide assistance with case #***.
Below are the findings and resolution to the case:The customer has created this booking at *** On Ormond
Beach by *** on March 5th of 2020. This reservation was made under
a non-refundable cancellation and change policy. The guest is claiming that the
charge of $593.85 USD was not the total cost of their stay as provided in their
confirmation email. The customer is requesting to change the dates of this
booking to March 5th to the 11th of 2021.According to our records, when the customer created this
booking on March 5th of 2020, they agreed to a non-refundable rate. All of the
policies, special check-in instructions, and property alerts were available to
the customer at the time of booking for their review. This booking is in the
status of post-stay, it is no longer able to be modified for a date change. To help resolve this concern, we contacted the Property to
verify billing for the reservation. Unfortunately, we have not been able to
obtain a penalty waiver for this itinerary.While we empathize with the situation, unfortunately, we are
unable to offer a refund or date change as you have requested.We would like to apologize for any inconvenience this may
have caused. Thank you for bringing this matter to our attention and allowing
us a chance for resolution.Kyle B. Customer Relations Specialist
Complaint: ***
I am rejecting this response because: The online reservation did not provide advance notification that the reservation was non-refundable or non-transferrable. Again, the contract did not provide advance notifiation on 'fee's' above total cost of stay, nor did it provide advance notice it was non-transferrable or refundable.
I received this information AFTER I made the reservation in the confirmation email. I again respectfully request compensation.
Sincerely
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer has reached back out regarding itinerary ***. The customer is claiming that the cancellation and change policy, as well as,
fees and booking details, were not available at the time of booking. We apologize if the customer is unsatisfied with the outcome. However, a full
investigation concluded on this case and a final decision was provided. The correct information was provided at the time of booking. All
reservations that are made, are prompted to agree to the terms and conditions
of each booking before entering any payment information and again before
finalizing the booking. This information is also available for each room type
and rate that is available on the website. While we empathize with the situation, unfortunately, we do not have any
evidence showing this information was not available at the time of booking,
therefore, we are unable to offer any refund or compensation as requested. As
such, no further considerations will be made in regard to this request. Please note, it is the sole responsibility of customers who
choose to book on their own to carefully review the details of hotels under
consideration. This includes available reviews and customer ratings, as well as
the fare rules and cancellation policies. We also advise our customers to call
us immediately if there are any concerns or questions during their stay, as our
Customer Care team is available 24 hours a day 7 days a week. We would like to apologize again for any inconvenience this may have caused. Thank you for bringing this matter to our attention and allowing us a chance
for resolution. Kyle B. Customer Relations Specialist
I purchased a flight from Expedia.com and then had to cancel the trip, it was for a wedding that was postponed because of COVID-19 safer at home regulations. Because of this cancellation, received a $256 credit with the airline that I purchased the original ticket on. I attempted to purchase a ticket to travel to pick up my son's belongings from his dorm since he had to leave on short notice due to COVID-19 closure of his college. Expedia.com policy states that in order to use the credit, I had to call their customer service and could not order tickets online. I called on 5/20/20 at 3:39 pm (from California) and was on hold for roughly 35 minutes. At this time a customer service rep found that I did have a credit and I told her what flights I wanted to use the credit to purchase. She seemed unable to find the tickets that I was looking at online. She instead offered tickets at different times that were more expensive from the ones that I requested. After about 15 minutes of trying to work with her to purchase the tickets that I was seeing online (I could have bought the tickets at that exact moment on Expedia.com but she told me the flights did not exist) she said that she was going to pass me off to her supervisor. I was then placed on hold at 4:28 pm. At no point did anyone ever pick up the phone to try to help me. At one point, at 5:24, I was disconnected and the customer service rep called back immediately, telling me that she accidentally hung up while trying to transfer me.[why did it take that long for her to try to transfer me?!] I was then on hold for another 53 minutes at which time I was disconnected again. At no time did anyone pick up my call. During this time (at 5:35) I went onto Twitter to complain and tell my story. Someone from Expedia replied to my Tweet and told me to DM them to try to get help. They asked for the itinerary number and then told me that it was for a canceled flight reservation and they would get back to me as soon as possible. 4 times they told me "We'll get back to you as soon as possible" and once they replied "We appreciate your patience." at 11:59 pm [more than 8 hours after my call and 5 hours after they first told me that they would get back to me as soon as possible] they again told me that the credit was for a previously cancelled flight reservation and if I wanted to use the credit I just had to call the phone number and provide the itinerary number again!!
On the morning of 5/21/20 They again asked for the itinerary number to check and then AGAIN told me that it was for a previously cancelled flight reservation and if I wanted to use the credit I just had to call the phone number and provide the itinerary number again!! At that point I purchased airline tickets because I need to get to my son's college to remove his stuff from his dorm room. I asked for the credit to be applied to these flights and to credit my credit card with the established airline credit. I was told that they could not use the credit for already purchased tickets! I purchased the tickets because their customer service rep was not able to find tickets on their own site that I was able to find. They were completely unable, or unwilling to help me. All I got were message of "I see. my apologies." or We'll get back to you.
July 3, 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 round-trip fare with ***
Airlines departing Los Angeles,
CA to Boston, MA on July 1, 2020, and returning July 6, 2020 for one adult. We understand Mr.
*** is requesting a refund as he was unable to
utilize his flight credit to re-book new flights.On
May 20, Mr. or an authorized user of the account called to use his flight
credit with *** airlines. Per our records, the customer requested to book
two additional passengers and was advised by the Expedia representative that he
would need to re-book on a new itinerary. Mr. mentioned he wanted to have
the same flight for the two extra passengers. When Expedia processes an
exchange, we are using the original record to do so with a global distribution
system. Inventory is dynamic and can change or may not be available as it shows
on Expedia's website for all three passengers. Furthermore, flights are not guaranteed
until ticketed.We
understand Mr. was unable to utilize the flight credit, however the
credit is still valid to use with *** airlines. The customer may still re-book
new travel by December 31, 2020. Change fees will be waived , while fare difference
may apply. Due
to the information provided, Expedia is unable to process a refund for the
flight. 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 booked a trip thru Expedia to go to Germany for a concert with my husband and two friends. Sadly, b/c of COVID-19, the airline cancelled our flights. I have tried several times to reach out to Expedia to inquire how to get a refund but either I don't get a response, or get some rep who wants to argue with me about cancellation policies. I didn't want to cancel my trip, I HAVE to because of the virus. When I booked the trip, there was an option to finance the trip thru Affirm, which I have to pay almost $400/mo towards so every day expedia waits to refund me is another payment I have to make towards that loan. Since the trip can't happen, b/c of the pandemic, I should receive a full refund, no matter what the cancellation policy is. I legally cannot go on the trip b/c Germany is shut down and the airline won't take me there. Please, can someone reach out to the powers that be at this company and help me get my trip that I can't go on refunded?
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with ***
for four adults, and two rooms for a five night stay at the *** Hotel *** from June 3, 2020 to June 9,
2020. We understand Ms.
*** is requesting a refund for the packaged
reservation due to the travel restrictions following the Covid-19 pandemic.On
May 30, Expedia initiated a refund for the tickets with *** in the
amount of $771.82 per passenger. Refunds will be processed directly by *** On
May 22, Expedia processed a refund for the hotel portion amounting to $821.70.
On May 29, both refunds have been settled from Expedia and are now bank processing.
If Ms. has not received her refund as of yet, we suggest to contact her
financial institution for the current status of the refund. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On January 7, 2020 I did a business transaction with one of Expedia Group's employee, named Chuan *** He is a family member of an extended family of ours. He works for Expedia as a travel agent and was providing discounted tickets by using his work card. This was for a group of friends & family flight tickets but I'm posting mainly for mine, since I paid my ticket to the travel agent separately. He said once Expedia accepts the offer, he would send us the itinerary. A month later, he told us that the offer was declined by Expedia and we would be refunded in a week. This was pre-COVID 19 pandemic, as we were to receive the refund at the end of February.
We never received the refund and the mutual family member of *** and I, have been trying to reach HR for our refunds for these tickets that were denied by Expedia. Now coming out of COVID-19, I can't reach anyone at HR and left a voicemail and no one will respond back. Their employee Chuan *** is not talking to me but will talking his family, our friend, that he's working on it. Why is a refund taking almost 4 months, if you're not accepting the offer?
And supposedly, Chuan *** says the person who put in the offer, was a coworker named Julian. He said we could call corporate but I can't even get through to corporate.
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 Judy
*** (Revdex.com case number ***) regarding
a ticker purchased via a third party. Upon further
research, we are unable to locate an Expedia account or reservation related to
Ms. complaint. We respectfully request that she provide us with the
email address and phone number used to book the reservation, and the generated
itinerary number. The requested information will enable us to appropriately
address her concerns. If a
reservation was never completed with Expedia, we recommend Ms. reach out
to the party booking the travel on her behalf for further assistance.If you have
any further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I have reserve a package with my 3 boys to Miami schedule for May 23rd-may 29 2020 already paid in full. after the Covid-19 I called them on 03/22/2020 we need it to cancel the trip I was told by the 1800 number that under the circumstances I'll be reimbursed back to my credit card but I did not get reimburse all of it they gave me the hotel & the rental car credit but I never got an email or call or any correspondence at all. I call them via computer with out no results was online for over 1hour with no results.
call 1-877-227-7481 05/11/2020 talked 2 people for over or close to 1hour back in forth her name was July she was telling me 1st that the only way I'll be able to get the credit was to schedule with a 1 yr to schedule again to go to Miami which I thought it was so crazy since from the beginning I will be reimburse, she told me after that she need it to put me on hold to find more info, when she came back on the phone she said the best thing you can do is file a claim with my bank or credit card.
Them she said that she will send this case to her customer care department that this may take up to 8 to 10 days to get resolve. she also said that the credit will be use with in the US not only Miami with 1 yrs of the purchase. I rec a respond right the next day by the customer care that all they can do was to give a credit to book anything again with in 1yr.
July 1, 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 San Francisco,
CA to Miami, FL on May 23, 2020, and returning May 29, 2020 for four adults. We understand Ms.
*** is requesting a refund for the flights
due to the travel restrictions following the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
flight reservation via self service on the Expedia website, and received an
email stating a flight credit will be issued for the cancellation rather than a
refund. The flights did not encounter a schedule change flight interruptions
before the cancellation which does not qualify for a refund using the *** airlines
flex policies for Covid-19. The airline has extended future travel credit for each
passenger however. The customer must complete new travel by December 31, 2021.
Change fees will be waived by *** airlines, while fare difference may
apply. 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
I booked a vacation to Belgium with Expedia in November 2019. The total cost was $2501.28 which included airfare on *** Airlines, 4 nights hotel at Hotel ***’ *** in Bruges and a package protection plan with Travel Guard. Then COVID-19 happened and in mid-March international travel came to halt. Sometime in April my airline flights with *** Airlines were canceled either by *** Airlines or Expedia, I am not sure which. I contacted Hotel ***’ *** in Bruges to see what their cancellation polices were and they said if the reservation was canceled 48 hours prior to check in there would be no charges. Around the end of April I contacted *** Airlines and they said the reservation had been cancelled and they would refund the seat upgrades I had made directly with them but thy were holding no monies for the flights and that would have to come from Expedia. On May 7th the refund for the seat upgrades was posted on my charge account. When I finally got thru to Expedia and open a case # with them requesting a full refund. I later heard back from Expedia and they said I had two vouchers, one for $1346.64 for *** Airlines. The second voucher was for Hotel ***’ *** Bruges for $955.00. I needed to use the voucher within 12 months and at Hotel ***’ *** Bruges. The $199.64 paid for the package protection plan was non-refundable and lost.
While I appreciate that Expedia made some allowances for COVID-19 they were not out any of these funds and still held all these monies. With travel still very uncertain for perhaps years until a vaccine is developed for COVID-19 I feel it would not be unheard of for Expedia to refund the entire cost of this vacation package.
I have purchased a vacation package on Jan 13, 2020 just before the corona virus. With this vacation package I have purchased a insurance protection just so I could cancel if needed. Once the corona virus was an issue, I have cancelled the vacation. Expedia told me that because I got the insurance, there will be no issues to get the money back, and that is where it ends. *** Airlines refuses to return my money and Expedia will not talk to them. I am out $461.98.
Itinerary #
July 1, 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 Chicago, IL to Cancun, Quintana Roo, Mexico on March
24, 2020 for 2 adults. We
understand Ms. is requesting a refund in the amount of $461.98 for the cancelled flight
using the travel protection vacation waiver.On
March 2, the customer sent an email with a screen shot of the cancellation made
directly with *** airlines which shows a cancellation fee of $180.00 had
been charged, and $45.98 for the non-refundable carrier fees. The airline
processed a credit for future use in the amount of $236.00 valid through May
31, 2020. The vacation waiver refunds
any amount withheld by the travel provider as a change or cancel fee. On March
4, Expedia processed a refund for the cancellation fee in the amount of $180.00.
The remaining amount of the $236.00 could have been utilized for a future
flight with *** airlines. The customer may view the complete terms and
conditions of the vacation waiver at: https://www.expedia.com/vacation-waiver-terms.Unfortunately we are unable to provide a full refund of $461.98
due to the information provided. 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
MMy husband had a heart surgery and he can't travel right now. The travel at a later date doesn't fit the schedule as it is not an option at this time. My husband is 70 years old. After heart surgery like this he needs to rest not travel. I purchased the insurance to be able to cancel it for a full refund, as what I was told.
Complaint: ***
I am rejecting this response because:
Sincerely
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.We understand the extenuating circumstance Ms. and
her husband is going through at this time. Expedia is unable to provide a
refund for the flight with *** airlines. We kindly ask Ms. to contact
*** to inquire on a possible refund and note the current circumstances with
the screen shot she has provided as reason for the inability to travel at this
time. Please note, refunds are subject to approval by the
airlines and is not a guarantee. 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
I have purchased the insurance and I have been advised that I can cancel the trip at any time and I will not have to pay any charges. Well, this is the time to live up to the insurance that I have purchased, otherwise, what did the insurance cover, just a portion of it?
Complaint: ***
I am rejecting this response because:
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia will not refund my flights because they say the flight isn’t canceled it their “systems” so I connected them with the actual airline and the air line (***) personally told them my flight was canceled so Expedia then changed the story and said well they still can’t give me a refunded because that isn’t *** policy but I explained that I should be given a refund due to department of travel mandating them to refund flights changed due to cov19 and *** also told me they are supposed to give me a full refund after I told him this he started talking about it’s not canceled so I asked him to call but he wouldn’t the only way to find out it’s canceled is my calling there is no other way . I want all of my tickets refunded . (The supervisor name was jack the rude lady that told the supervisor that I can’t get a refund name is Kate)
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a refund of $664.00,Our records indicate on February 10, 2020 , Ms. or
an authorized user of the Expedia account, self-booked four one way flights on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***.
Our records also indicate on February 11, 2020 , Ms. or
an authorized user of the Expedia account, self-booked a one way flight on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***. We can confirm on March 3, 2020, the customer called in because of an airline
schedule change. The representative
reviewed the record and noted the flights were updated and the exchange fee was
waived. The customer kept same date just a shorter flight/On June 11,
2020, the customer called in stating her reservation shows as cancelled. She wanted to know who cancelled her
reservation. The representative
reviewed the record and advised the reservation was cancelled by ***.On June 26, 2020, the
customer requested to be refunded. Our representative
reviewed the airline record and confirmed the record did not qualify for a
refund. The customer was sent an email apologizing that no refund could be offered
but advised of the future travel credit.After further review on July 2, 2020, Expedia reviewed
the Expedia account and the *** record. On June 26, 2020, Expedia emailed the customer and advised a refund was
not applicable but the airline future travel credit would be applicable per the
airline. *** policy states travel must be rebooked and completed before
March 31st, 2021. *** is waiving
the exchange fee, if there is an increase in fare it will be the customer responsibility. The customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets.We understand that you are
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 you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the operating carriers and merchants
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchase flight tickets for my family and I to fly to Manila June 29 to July 13 in February. I was contacted by Expedia to cancel the flight due to Covi-19 via txt message.. The message read just press cancel and no other action are due on your part. I pressed the cancel button and awaited my refund that never came. I contacted Expedia on 5/20 as*** for my refund and they stated it went to airline credit and the travel insurance was gone no refund. I asked why the CSR stated to me that was the policy and they are unable to provide a refund even if Expedia initiated the cancelation of the reservation. My reservation number is *** and I lost $168.00 dealing with this company.
I asked to get the flight insurance reinstated for I will be ta*** the flight and they said I need to pay another fee.
July 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) wants a refund of $2789.00.Our records indicate on February 2, 2020, Mr. or
an authorized user of the Expedia account, self-booked four round trip flights
on *** Airlines, departing on June 29, 2020 from Washington,
DC to Manila, Philippines and returning on July
12, 2020 with the Flight Protection Plan via ***. We can confirm on April 22, 2020, the customer
cancelled the Flight Protection Plan. Expedia emailed the cancellation email to
the email address on file. The email advises
the protection is cancelled, not refunded.On April 30, 2020, the customer cancelled
the reservation via electronic web form. Expedia emailed the flight cancellation confirmation to the email
address on file. The email advised the
cancellation caused a flight credit to be issued.
On May 20, 2020, the
customer called in because he cancelled the reservation online and
wants a full refund. Our representative
reviewed the airline policy and determined the customer was eligible for a
flight credit. The customer advised that she wanted to reinstate everything or
get a full refund for flight and insurance. After further review on July 3, 2020, reviewed
the Expedia account and the *** Airlines record. The *** Airlines record shows the customer
cancelled the reservation via electronic web form. Contacted *** Airlines and they advised there
is a future travel credit that was applicable to the cancellation. New travel must begin by February 2, 2022.
*** Airlines suggested that the customer could file for a refund on ***.com/refunds
but there is no guarantee that a refund would be issued.We understand that you are
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 you were loo*** for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his boo*** on our website, Mr.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your boo*** if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Our trip from 3/27/20-3/30/20 was cancelled due to the COVID-19 pandemic. I understand this was out of everyone's control however, since we were unable to travel, I expect a full refund issued either to my Discover card or a check issued from Expedia since services were not rendered. I paid in full for the trip and I feel that I should be fully reimbursed since we were unable to attend. I don't know why my money isn't being credited to my account.
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one-way fare with
*** airlines departing Pittsburgh, PA
to Nassau, Bahamas on March 27, 2020, and returning March 30, 2020 for two
adults. And a three night stay at the *** All Inclusive in Cable
Beach. We understand Ms. is requesting a
full refund for the package due to the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
outbound and return flights with *** airlines. Before cancellation, the
flights did not encounter a schedule change or flight interruptions which does
not qualify the tickets for a full refund. However, *** airlines has
extended future travel credit for each passenger. Each passenger must complete
new travel by December 31, 2021, change fees will be waived by the airlines,
while fare difference may apply. The
hotel reservation with Breezes Resort was booked non-refundable, and cannot be cancelled without a penalty equal to
the full amount of the reservation. Expedia had messaged information to the
customer before check-in on how to cancel the hotel stay which may include
eligibility for a coupon equal to the value of the reservation. We have however,
contacted the property to request for a waiver to process a refund. The hotel
representative advised all request are to be sent via email, and mentioned response
times may be a delayed due to the unprecedented volume of requests they are
currently receiving due to the Covid-19 pandemic.An
Expedia representative will contact Ms. directly via email with any
updates we receive from the hotel. Refunds are not a guarantee and subject to
hotel approval.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: services were NOT rendered and we are asking for a complete refund. We paid on time and now want our money that is ours returned in full.
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 Ms. did not accept our response and/or resolution offered.Before cancellation, the flights with *** airlines did not encounter a schedule change or flight interruptions which does not qualify the tickets for a full refund. However, *** airlines has extended future travel credit for each passenger. Each passenger must complete new travel by December 31, 2021, change fees will be waived by the airlines, while fare difference may apply.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. The *** All Inclusive has responded to the refund request and was unfortunately denied. The hotel is allowing Ms. to re-book new dates with the property by March 2021. Prior to the completion of cancelling the reservation Ms. was advised there is no refund when cancelling this reservation. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When the customer purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies.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:
Sincerely
We want a refund for our trip that we did not take in March 2020. The airlines were not traveling to the Bahamas, it was on the *** Airlines website. We paid in full up front when we booked, now that the vacation was not taken due to the pandemic, we want a refund. This is unacceptable that you took our money and won't return it in the manner of how it came to Expedia.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com