I made two reservations (Itineraries: *** & ***) on 09/22/2019 for 4 flight tickets (Bogota-Tokyo and Osaka-Bogota), I paid $955,6 USD for each ticket. On March 2020 the Olympics were cancelled due to the Coronavirus, so I contacted Expedia through the Chat on its App to see what kind of options I had to change the Flights. The Expedia’s ChatBot told me that I could cancel the reservations and get a Credit for total value to use “whenever I was Ready”, The Bot did not say anything about penalties or date limits.
ChatBot message: “You´ll get a total credit of 2.867 USD. Whenever you´re ready to use that, come back and one of our agents will be happy to help you book” (I got the same message for the other reservation and just changes the amount).
I decided to cancel the reservations, but on 05/21/2020 I contacted Expedia and it’s agents told me that to rebook the Flights I have to pay a penalty of $120 USD per passenger and to take the flights until 09/22/2020 (conditions they did not told me through the chat). Due to the quarantine in my country I can not travel this year and therefore use the “credit”. I’m asking to Expedia for total refund of the money, or pay for the airline Penalties that the ChatBot did not inform me and grant me another booking date limit.
Expedia did not have me any solution after talking with multiple agents and they told that I have to contact the airline (***), but I know it is not airline’s fault. It is Expedia’s responsibility for not giving the correct information through the ChatBot.
Expedia.com Response
• Jul 05, 2020
July 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a multi-city fare with *** Airways departing Bogota, Colombia to Tokyo,
Japan on July 28, 2020, and Osaka, Japan to Bogota, Colombia on August 15, 2020
for one adult on itinerary ***. And three adults on itinerary ***. We understand Mr. is requesting a refund due to the Covid-19
pandemic.On
May 27, Expedia initiated refunds for all three adults on itinerary *** in the amount of $955.86 per ticket. Refunds
will be processed by *** directly. Refunds may be delayed due to the
unprecedented volume of requests the airline is receiving following the Covid-19
pandemic.On July 4, Mr. or an authorized user of the
account called to inquire on a refund for itinerary ***. The Expedia
representative advised we can submit a request for refund with current
flex-policies for Covid-19 received from ***. On July 5, our ticketing department
documented the refund request has been submitted to ***. Refunds are
subject to approval and not guaranteed. Approvals may be delayed.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Customer Response
• Jul 08, 2020
Good afternoon ***,
Thank you for your help with my case.
I´m sending you the images attached. These images show my conversation with Expedia´s Chatbot on march this year when I had to cancel my trip due to the Coronavirus crisis and the Olympics 2020 cancellation:
- Images - Expedia ChatBot 1, 2 and 3: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this reservation I did receive the money refund
- Images - Expedia ChatBot 4 and 5: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this one I have not received the refund.
As it is shown on the images, the ChatBot did not tell me anything about penalties, date limits, or any other conditions.
Thank you very much for your collaboration.
Sincerely
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We
regret to hear Mr. did not accept our
response and/or resolution offered.Upon receiving the rebuttal from Mr., itinerary *** was refunded on July 5 in the
amount of $955.86. Refunds may be delayed to reflect due to the unprecedented
volume of travel disruptions following the Covid-19 pandemic.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ZCorporate Correspondence Team
My wife and I went on vacation. We got to the hotel that was prepaid for. We were told we had not paid we showed the rep the receipt. We were given a key and then a white lady manager insisted we repay and add a credit card for extra charges. We said no the police were called and told we were trespassing. Another African American family was there complaining about a double charge. AWe asked for a refund from Expedia that was processed on 5/16 and as of 5/22 we don't have a refund.
Expedia.com Response
• Jul 11, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer booked a reservation on 16 MAY 2020 to stay at *** in Lakeland, FL staying 16 MAY 2020 - 19 MAY 2020 for a nonrefundable total of 180.33 USD prepaid to Expedia.Shortly after arrival to the property our customer contacted our customer care for assistance. The hotel was not able to access the booking and asked our customer to pay for the booking again. We are very sorry to hear of the issues our customer experienced. Unfortunately, when bookings are being made for the same day of check in the property may not get the notification before the customer arrives for their stay. In such instances the property will get the notification and refund the customer.It is important to note that we always like to hear that our customers have a great experience during a stay in one of the properties listed on our website, we have little control over the conditions and/or options given by the hotel. Expedia is provided solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, and making legitimate reservations. When a customer checks in it is the responsibility of the hotel to uphold a positive guest experience and integrity.Our representative was able to assist our customer in cancelling with a full refund of the stay.Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.We have confirmed that a refund of 180.33 USD was processed back to the method of payment used to book on 16 MAY 2020. It can take the bank 3 to 5 business days to update the account. We are able to confirm when we processed the refund but we cannot see its status with our customer’s bank. Our customer will need to contact their bank for further assistance with the refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Jul 11, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia is fine as long as you never need a refund or customer service.
My flight was canceled by the airline and the airline owes me a refund per DOT Carriage regulations.(https://www.***
The airline informed me that Expedia must request it since I booked through them. Expedia customer service has not been helpful at all and says I can't get a refund. Not only is this very unhelpful, is it even legal for a travel agency to behave this way?
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 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
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
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 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
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 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.
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 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.
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.
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.
We booked a trip for 6/12/20 and paid $2,294. Due to covid 19, we had to cancel and re-book our trip for October of 2020. We originally spoke with the Expedia and they rebooked our flights and let us know it was $600 cheaper but that we would not receive a credit for that amount.
We then were told we needed to call back, later in the week to rebook the hotel, but that due to covid the price would not be affected. Upon doing so they said they could no longer book it as a bundle deal, and would need to charge us $720 more to book the hotel separately.
We then looked online at the exact dates we were booking and same hotel, and the bundle price was only $50 more, not $720 as they stated they would charge us. But they said they could not honor either our initial price, or the current one they were offering on their website.
I Requested to speak to a supervisor and asked the same question and was told yes they would credit us back the difference, but was disconnected before that process was a complete. This was followed by over 14 hours of hold time and disconnections, with different answers each time I called.
Finally, out of frustration, we said ok could you just refund us our money because we are not willing to pay any additional money and would rather not take the trip. They would not allow a refund at all.
So they have stated our only option is to either pay additional $750 to change the booking, or lose our entire $2,294. Even though their current posted prices on the website was only $2,346.
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 to rebook the trip for the bundled price.Our records indicate on December 16, 2019, Mr. or an authorized user of the Expedia account, self-booked two round
trip flights on *** Airlines, departing on October 16, 2020 from Houston, TX
to San Jose del Cabo, Baja California Sur, Mexico and returning on October 20,
2020 along with a five night stay at *** Resort - All Inclusive via ***. We can confirm on May 17, 2020, the
customer called and wanted to change the dates of
the hotel reservation to the October 16 – 20, 2020. Our representative advised of the price
difference and the customer did not accept and asked for a supervisor. A
Supervisor took over the call and noted the customer wants to change the date
on hotel reservation but doesn’t wants with the difference in price. The hotel was non-refundable, the previous agent
advised he was getting a difference in price of $700.00. The customer was advised to call back on the
following day and we could contact the hotel again for waiver to make change
without penalty.On May 20. 2020, Expedia emailed the hotel and asked if an exception
could be applied to the reservation and change the date to October 16-20, 2020.
On May 22, 2020, the hotel replied to go ahead and cancel the reservation
without penalty. The customer’s call was
escalated the customer advised he could see a
package online for $115.05 difference. The hotel provided a waiver of the penalty but charge difference in rate. $720.83
difference in price to change the dates. Advised customer the difference is $720.83; package cost of $2409.82. A refund was processed for the cancelled hotel
reservation on May 29, 2020 for $1034.09, to the original card that was charge.
The refund should appear within the next 30 days.After further review on July 3, 2020,
Expedia reviewed the Expedia account, the
hotel reservation and the notes on the account. The hotel authorized a refund of the non-refundable reservation. The current rate for the exact hotel room is $2355.00 ($589 a night) (free cancellation through
October 15, 2020) or $2678.00 ($670 a night) non-refundable. A new reservation would need to be book for
the current ratePlease 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, Mr. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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
My wife and I booked a reservation on Expedia.com . It is reservation number ***. We immediately had to leave this "so called" hotel as there was crawling/moving bugs on the mattress. My kids got bitten from these bugs!! It was a disgusting site this was an inhabitable place to stay. We immediately left the establishment and we showed the manager the issues. He apologized and indicated he will refund our money. IT HAS BEEN 5 MONTHS NOW AND THEY HAVE NOT REFUNDED OUR MONEY!!! I have called Expedia.com at least 6 times regarding this matter and EVERY time they told me someone will call me and no one ever did. The representative at Expedia stated they couldn't help me because we paid the hotel directly. ARE YOU KIDDING ME???? We found this place because YOU advertised it on expedia.com and I am sure the hotel paid you a kickback for this fraudulent charge. In addition, Revdex.com I want to speak to the media and I have pictures showing the disgusting place and the condition of the bedding. Expedia.com is 100% responsible for this as they did NOT vet this place before advertising it to the public!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1
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:We can confirm the customer secured a reservation at *** on December 16,2019, via Expedia’s website, for arrival on January
03,2020 and departure on January 07,2020. At the time of booking, the customer
agreed to the following cancellation policy: Cancellations or changes made after 6:00 PM
local hotel time, Wednesday, January 1, 2020 are subject to a hotel fee equal
to 80% of the total amount paid for the reservation. If you fail to check-in
for this reservation, or if you cancel or change this reservation after
check-in, you may incur penalty charges at the discretion of the hotel of up to
100% of the booking value.In this case, the customer selected a hotel
collect reservation meaning all funds are collected by the hotel directly
rather than Expedia. We advertise hotels in good faith and I am
sorry to hear that in this case the hotel didn’t meet the customer’s expectations.
While photos and hotel descriptions are listed based on the hotel's request, we
recommend customers read reviews available online prior to booking their stay.
This may help alleviate any possible surprises or frustrations upon their
arrival and can help set a better expectation of the hotel being booked.Conclusion/Resolution:We would like to offer our apologies for any inconvenience
the customer may have experienced as a result of the accommodations not meeting
their expectations. Our records indicate the customer’s account is under review
by our Transaction Processing team. The Transaction Processing team
should have reached out to the customer directly via email concerning their account.
For any further assistance or questions, we recommend responding to their
email. As the customer account is under review by Transaction Processing, we
are unable to review the booking or take action on their reservation. If the customer has
any question about the billing on their booking, we recommend they reach out to
the property directly as the property is the billing merchant. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Customer Response
• Aug 13, 2020
Complaint: ***
I am rejecting this response because:
Expedia.com advertised this hotel that is NOT RESPONDING in getting our money back. I made the reservation on expedia.com in good faith. Since there was BED BUGS that I have sent to expedia.com showing them the issue, they refused to take responsibility for this. You will need to reach out to the hotel to assist in getting my money back. I BOOKED THIS BECAUSE I SAW IT ON YOUR WEBSITE. The hotel is not responding. Expedia.com need to contact me directly. My phone number is ***. Revdex.com , If I don't get a direct response from them, I will be contacting the state they are doing business in and have a full investigation done on their business practices. They advertise a hotel and the hotel is NOT RESPONDING to the customer. you have to take FULL responsibility for this. I will be waiting for expedia.com to call me immediately. Otherwise, further action will be taken including starting a class action lawsuit against expedia.com as this appears to how they do business with non responsive hotels they advertise on their webite
I purchased three non refundable hotels before covid-19. All of my flights have been cancelled both from the United States and in Greece. I have no way to get to Greece and I cannot get a refund from Expedia. My flights have even given me full refunds no problem. Who in the world would have thought a global pandemic would cancel everything. The website says expedia is refunding no refundable hotels due to covid 19. My flights have already been cancelled, we cannot go through no fault of mine. I have been on the phone for four hours with some third party company that refuses to give me a phone number to corporate. I will never use this company again if I do not give my refund. I would never recommend this company to anyone.
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 reservations on February 18, 2020 to stay at the following properties:*** Hotel for June
30 to July 2, 2020 for a total of 452.61 USD prepaid to Expedia - 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.*** for July
2-5, 2020 for a total of 1,677.48 USD prepaid to Expedia - Cancellations or
changes are subject to a hotel fee equal to 30% of the total amount paid for
the reservation. If you fail to check-in for this reservation, or if you cancel
or change this reservation after check-in, you may incur penalty charges at the
discretion of the hotel of up to 100% of the booking value.*** Suites - Adults
Only July 5-8, 2020 for a total of 429.13 USD prepaid to Expedia - 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.At the time of booking our customer
agree to each individual properties cancellation policies noted above.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 May 20, 2020 our customer
called customer care asking to cancel all three hotel reservations. Our
representative contacted each property and was not able to get approval to
waive the fees at the *** Village, or the *** Suites. The ***
*** Hotel advised that their government has written a law that permits them to
hold nonrefundable booking fees for 18 months after which they have to refund if
the consumer does not make a new reservation. Our customer care representative
advised our customer they were not able to reach an approver and explained the
Greek Law, so they sent a case to the offline team for follow up with ***
*** and *** Suites. Our offline customer care
advised our customer to call back when the check in dates is within 10 days
because we have no way of knowing with certainty whether additional flexibility
will be offered.There are several emails back
and forth between May 21 and May 29, 2020 between our offline team and the
customer as well as emails sent to the properties requesting waivers. Each
property owner replied with the following resolution:*** Hotel - Faced
with the unprecedented turn of events, the Greek state, as well as other EU
countries, recently passed a law that allows businesses in the travel industry
to issue a voucher instead of extending an immediate refund. Kindly advise the
guest on the alternative .If you do not redeem the voucher
on behalf of the guest or the guests directly to us within 18 months from the
issue date, the entire amount will be returned to you at that time.We assure you that we will
show you flexibility, honoring your booking at any time over the next 18 months.We thank you for your
understanding and support, and very much look forward to giving you the warmest
of welcomes in Greece when ready to travel again.*** – the
30% penalty will apply and is nonrefundable if they cancel. *** Suites - July 5
will not be a force majeure situation any more and all airline will be able to
reach Santorini. However we understand that it might be difficult for them to
come. Please ask them to cancel the reservation for July and we will give them
a voucher to use it with us for the next 18 months.Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. We are happy to see that the
*** Hotel and the *** cancelled the bookings for our
customer and these were fully refunded. As a courtesy we contacted
the *** Suites in an attempt to get a waiver, and were advised that our
customer has already accepted and received a voucher directly from them. Since everthing has bee
addressed we have taken no further action. Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Jul 11, 2020
Complaint: ***
I am rejecting this response because:I was forced to take a voucher from *** Suites or risk a no show and 100% no show fee. At the beginning of the pandemic you were giving refunds on non refundable rates, now you are not. Even since the European Union banned American travelers, I still have to wait 18 months before I can get a refund. I have made it explicitly clear that I am now unable to travel and only accepted the voucher so I could in turn get my money back after 18 months. I still want a refund on my money, sooner than later.
Expedia refuses to honor Air *** COVID19 policy which states that states the following:
Air *** is offering all of our customers whose travel was cancelled due to the COVID-19 crisis, including those with non-refundable tickets, the option to keep the remaining value of the ticket for future travel which is valid for travel within 24 months of the flight cancellation date. I also received an email from Expedia about the cancellation on 4/8/2020.
I called Air ***, and she said the flight was cancelled as of 4/3/2020, and I am entitled to the credit for 24 month to rebook. Air *** says that Expedia needs to call Air *** to enter into their system so that my profile states correctly. Currently, the profile states “active & open”, and it doesn’t even says it is cancelled although the flight is cancelled. It is the Expedia who has to contact Air *** to correct the profile. Air *** cannot call Expedia or make changes to the profile.
I do not wish to be associated with Expedia. Expedia simply wants to keep the control & money they collected. I spent hours on the phone with Expedia and Air *** since 4/8/2020. Air *** told me that Expedia has been telling people that the credit is valid only until 12/12/2020 which is incorrect.
I should be able to close my account with Expedia and transfer my credit to Air ***, so that I can book my future travel arrangement with Air ***.
go to expediagroup.com to see all of their brands. They own too many brands, and that is the reason the customerservice is poor.
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 Ms. *** (Revdex.com case number ***) wants Expedia
to release her information to Air *** so that she does not have rebook with Expedia.Our records indicate on December
3, 2019. Ms. or an authorized user of the Expedia account,
self-booked two combined one way flight on Air ***, departing on May 28, 2020
from San Jose, CA to Vancouver,
BC, *** and
returning on June 12, 2020 via ***. We can confirm on May 4, 2020, the
customer called to cancel the return since the outbound flight was cancelled by
the Air ***. Our representative contacted
Air *** to validate and they advised since there was an air schedule change on
the return the customer is eligible for a full refund. The refund information was submitted through
Air *** system. Air *** system
shows the refund for the return was processed on May 18, 2020.On March 20, 2020, the customer
called in an advised the she received an email that
her airline credit was valid up until Dec 2, 2020. Our representative reviewed the airline
policy and advised the future travel credit is valid up until 24 months from
cancellation date. Expedia emailed the
customer and advised the credits of $227.15
and $214.10 per passenger, could be used for a new flight for the same
passengers, and the same airline until April
7, 2022. The customer replied advising she would not be rebooking with Expedia
and wanted Expedia to contact Air *** and advise Air *** of the credit on
her record. Expedia replied to the email asking the customer to call us. The customer replied asking to cancel her Expedia
account and remove/purge her information. Expedia replied advising deactivating/closing
her account that it could not be reactivated if deactivated. The customer was asked to contact Expedia
directly.After further review
on July 3, 2020, Expedia reviewed the Expedia account and the Air
*** reservation and record. Air *** advised the return flight would be
fully refunded and it was refunded in their system on May 18, 2020. The outbound flight is showing the ticket is
in an open status. Expedia emailed the customer
and advised there was a future travel credit valid until April 7, 2022. Air *** policy states their travel
credit is valid 24 months from the date of cancellation. Expedia contacted Air *** and they confirmed
the file belongs to Expedia and they cannot take it over. Air *** has
updated their system where travel agency records clearly state booked with a
travel agency and they refer the customer back to the travel agency.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.Ms. can contact our Customer Service
Department at 877-227-7481 when she is ready to
exchange the tickets.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. Air *** was the operating carrier and merchant of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Customer Response
• Jul 03, 2020
Complaint: ***
I am rejecting this response because: I am not upset about the credit vs. refund. Expedia refuses to comply with Air ***'s policy where the credit is valid for 24 months. In fact, expedia did not incredibly work hard to comply and communicate. Air *** also told me that Expedia is telling their customer that the credit is valid until December 2020 instead of 24 months, and that is not their policy. I had to spend hours and hours on the phone trying to get hold of Expedia. Expedia sent me the email on the credit being valid for 24 month only after I started to file complaints. I will NOT ever deal with Expedia for any of my future travel arrangement. Air *** said on the phone that Expedia needs to release my profile from their system in order to allow me to book directly with Air *** using my credit. I want Expedia to comply with my request asap. Why is that so difficult for Expedia to comply? I want Expedia to take action so that I CAN book my future flights with Air *** using the credit I have with Air ***. Cancel my membership and purge my info and allow me to book the flight with Air *** directly! I won't give penny to Expedia again as they have monopoly in travel industry, and they think that they can abuse their customer and nobody will/can do anything about it. I want Air *** to have my money, not Expedia.
As longtime Expedia customer, we planned a once in a lifetime trip through Expedia.com--unfortunately this trip was not to be due to COVID-19. We were able to be refunded on our flight and hotel, which is appreciated. However, at no time did anyone offer to credit us for the travel insurance purchased. I know of another Expedia customer who was able to have their travel insurance fee reimbursed due to these unprecedented times--my family will not be traveling anytime soon and would appreciate the same courtesy. Over three hours of chatting and trying to get through to a human on the phone (that's just counting today...) has put a screening halt on my attempts to get my family's money back. I've wasted enough time on this.
Expedia.com Response
• Jul 05, 2020
July 5, 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 travel protection. Our
records reflect the Package Protection Vacation Waiver for two travelers with travel
dates from April 11, 2020 to April 18, 2020. We
understand Ms. is requesting a refund.The
customer can cancel the Vacation Waiver for a full refund within the first to
occur of the following: (a) 15 days from the purchase date; or (b) the start of
your scheduled Trip. Per the Terms and
Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver
remains non-refundable. We
apologize for any inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a round-trip flight through Expedia, which was changed and subsequently cancelled by the airline (***). The itinerary number is ***. I spoke with the airline and they acknowledged that they are obligated to give me a refund, in compliance with the DOT's directives. As the airline has cancelled our flights, the DOT requirement is to refund and not issue a flight credit. However, since I booked through Expedia, I had to go to Expedia to receive my refund. Expedia, however, refused and only gave me a voucher for half the value of the flight. Expedia also disingenuously told me that it was the airline's policy to do so. I've spoken with the airline and they assured me that is not the case, so I'm not sure where Expedia gets the right to keep my refund. I tried calling again, but Expedia has the call drop after making me wait on hold for a long time--for weeks, it's been impossible to contact Expedia to hold them accountable to DOT policy. I am reporting this to the Revdex.com in efforts to have Expedia issue my refund back to my credit card in compliance with DOT directives.
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 Ms. *** (Revdex.com case number ***) wants a
refund of $458.03.Our records indicate on February
21, 2020, Ms.
*** or
an authorized user of the Expedia account, self-booked a combined one way
flight on ***, departing on April 15, 2020 from Chicago, IL to Paris,
France and
returning on April 20, 2020 via ***. We
can confirm from March 8, 2020 through March 16, 2020,numerous email communication were sent
between Expedia and the customer, and Expedia and ***. Expedia emailed the customer advising *** had performed a schedule change and the original flight was no longer
available. Expedia offered options. The customer replied advising she would like
option 1. Expedia asked the customer for
clarification on the date of the flight. The customer replied and advised she would like to cancel the flight and
get a refund.On March
19, 2020, the customer requested to
cancel the flights due to the airline schedule change. Our representative verified the airline
policy and advised have to contact the airlines and check if they are providing
a refund. Our representative called the
airline and the call failed.From March 19, 2020 through April 17,
2020, there were numerous emails regarding the customer receiving a refund for
the cancelled flight reservation. Expedia
emailed the customer the following on April 8, 2020, “We have received an
email update from the airline and they have advised that you may use the value
of your ticket towards a future travel without incurring a reissue fee. The
voucher is valid until February 20, 2021. New tickets must be issued on or before
August 31, 2020. ***
emailed Expedia on April 9, 2020 which advised the following, “One Free
Rebooking in Same Cabin and Lowest Available Class. Please add endorsements ? CV19TP in All
Reissuances. Voucher Also available in
case passenger does not want to rebook, will be valid for 1 year from date of
issuance and can be requested on following link: ***On May 20, 2020, the customer
called in to get a refund for the
cancelled flight due to the airline schedule change. The customer did not receive updates from
previous documentation. Our
representative contacted *** for possible refund. The *** agent advised no refund would
be processed. A future travel credit applies
and is valid within 2 years from the original date of issue. No change fee
applied to the exchange, any increase in fare would be the responsibility of
the customer.On March 22, 2020, the customer
called in and our representative advised the airline the reservation was
cancelled due to COVID19. *** initiated
the schedule change. The customer wants
to cancel and get a full refund. Our representative
advised the customer is eligible for a credit. After further review on July 3, 2020, Expedia reviewed the Expedia
account and the *** record. *** advised a future flight credit is applicable. *** future travel credit is
applicable until February 21, 2022. New travel must start travel by February 21,
2022, no change fee, the customer is responsible for any fare increase in fare.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. *** 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
Customer Response
• Jul 04, 2020
Complaint: ***
I am rejecting this response because: I appreciate you looking into my case, but at the end of the day I am not being issued a refund for a flight that the airline changed then cancelled, and which is eligible for a full refund under DOT directives. My other flight with *** that I booked directly with *** got fully refunded, but the one I booked through Expedia did not.
I made two reservations (Itineraries: *** & ***) on 09/22/2019 for 4 flight tickets (Bogota-Tokyo and Osaka-Bogota), I paid $955,6 USD for each ticket. On March 2020 the Olympics were cancelled due to the Coronavirus, so I contacted Expedia through the Chat on its App to see what kind of options I had to change the Flights. The Expedia’s ChatBot told me that I could cancel the reservations and get a Credit for total value to use “whenever I was Ready”, The Bot did not say anything about penalties or date limits.
ChatBot message: “You´ll get a total credit of 2.867 USD. Whenever you´re ready to use that, come back and one of our agents will be happy to help you book” (I got the same message for the other reservation and just changes the amount).
I decided to cancel the reservations, but on 05/21/2020 I contacted Expedia and it’s agents told me that to rebook the Flights I have to pay a penalty of $120 USD per passenger and to take the flights until 09/22/2020 (conditions they did not told me through the chat). Due to the quarantine in my country I can not travel this year and therefore use the “credit”. I’m asking to Expedia for total refund of the money, or pay for the airline Penalties that the ChatBot did not inform me and grant me another booking date limit.
Expedia did not have me any solution after talking with multiple agents and they told that I have to contact the airline (***), but I know it is not airline’s fault. It is Expedia’s responsibility for not giving the correct information through the ChatBot.
July 5, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a multi-city fare with *** Airways departing Bogota, Colombia to Tokyo,
Japan on July 28, 2020, and Osaka, Japan to Bogota, Colombia on August 15, 2020
for one adult on itinerary ***. And three adults on itinerary ***. We understand Mr. is requesting a refund due to the Covid-19
pandemic.On
May 27, Expedia initiated refunds for all three adults on itinerary *** in the amount of $955.86 per ticket. Refunds
will be processed by *** directly. Refunds may be delayed due to the
unprecedented volume of requests the airline is receiving following the Covid-19
pandemic.On July 4, Mr. or an authorized user of the
account called to inquire on a refund for itinerary ***. The Expedia
representative advised we can submit a request for refund with current
flex-policies for Covid-19 received from ***. On July 5, our ticketing department
documented the refund request has been submitted to ***. Refunds are
subject to approval and not guaranteed. Approvals may be delayed.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Good afternoon ***,
Thank you for your help with my case.
I´m sending you the images attached. These images show my conversation with Expedia´s Chatbot on march this year when I had to cancel my trip due to the Coronavirus crisis and the Olympics 2020 cancellation:
- Images - Expedia ChatBot 1, 2 and 3: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this reservation I did receive the money refund
- Images - Expedia ChatBot 4 and 5: correspond to the itinerary # *** (By the time the confirmation code issued by the airline was ***). For this one I have not received the refund.
As it is shown on the images, the ChatBot did not tell me anything about penalties, date limits, or any other conditions.
Thank you very much for your collaboration.
Sincerely
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We
regret to hear Mr. did not accept our
response and/or resolution offered.Upon receiving the rebuttal from Mr., itinerary *** was refunded on July 5 in the
amount of $955.86. Refunds may be delayed to reflect due to the unprecedented
volume of travel disruptions following the Covid-19 pandemic.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ZCorporate Correspondence Team
My wife and I went on vacation. We got to the hotel that was prepaid for. We were told we had not paid we showed the rep the receipt. We were given a key and then a white lady manager insisted we repay and add a credit card for extra charges. We said no the police were called and told we were trespassing. Another African American family was there complaining about a double charge. AWe asked for a refund from Expedia that was processed on 5/16 and as of 5/22 we don't have a refund.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer booked a reservation on 16 MAY 2020 to stay at *** in Lakeland, FL staying 16 MAY 2020 - 19 MAY 2020 for a nonrefundable total of 180.33 USD prepaid to Expedia.Shortly after arrival to the property our customer contacted our customer care for assistance. The hotel was not able to access the booking and asked our customer to pay for the booking again. We are very sorry to hear of the issues our customer experienced. Unfortunately, when bookings are being made for the same day of check in the property may not get the notification before the customer arrives for their stay. In such instances the property will get the notification and refund the customer.It is important to note that we always like to hear that our customers have a great experience during a stay in one of the properties listed on our website, we have little control over the conditions and/or options given by the hotel. Expedia is provided solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, and making legitimate reservations. When a customer checks in it is the responsibility of the hotel to uphold a positive guest experience and integrity.Our representative was able to assist our customer in cancelling with a full refund of the stay.Conclusion/Resolution:We sincerely apologize for any inconvenience experienced by our customer over this matter.We have confirmed that a refund of 180.33 USD was processed back to the method of payment used to book on 16 MAY 2020. It can take the bank 3 to 5 business days to update the account. We are able to confirm when we processed the refund but we cannot see its status with our customer’s bank. Our customer will need to contact their bank for further assistance with the refund.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia is fine as long as you never need a refund or customer service.
My flight was canceled by the airline and the airline owes me a refund per DOT Carriage regulations.(https://www.***
The airline informed me that Expedia must request it since I booked through them. Expedia customer service has not been helpful at all and says I can't get a refund. Not only is this very unhelpful, is it even legal for a travel agency to behave this way?
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 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
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
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 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
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 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
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 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
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
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.
We booked a trip for 6/12/20 and paid $2,294. Due to covid 19, we had to cancel and re-book our trip for October of 2020. We originally spoke with the Expedia and they rebooked our flights and let us know it was $600 cheaper but that we would not receive a credit for that amount.
We then were told we needed to call back, later in the week to rebook the hotel, but that due to covid the price would not be affected. Upon doing so they said they could no longer book it as a bundle deal, and would need to charge us $720 more to book the hotel separately.
We then looked online at the exact dates we were booking and same hotel, and the bundle price was only $50 more, not $720 as they stated they would charge us. But they said they could not honor either our initial price, or the current one they were offering on their website.
I Requested to speak to a supervisor and asked the same question and was told yes they would credit us back the difference, but was disconnected before that process was a complete. This was followed by over 14 hours of hold time and disconnections, with different answers each time I called.
Finally, out of frustration, we said ok could you just refund us our money because we are not willing to pay any additional money and would rather not take the trip. They would not allow a refund at all.
So they have stated our only option is to either pay additional $750 to change the booking, or lose our entire $2,294. Even though their current posted prices on the website was only $2,346.
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 to rebook the trip for the bundled price.Our records indicate on December 16, 2019, Mr. or an authorized user of the Expedia account, self-booked two round
trip flights on *** Airlines, departing on October 16, 2020 from Houston, TX
to San Jose del Cabo, Baja California Sur, Mexico and returning on October 20,
2020 along with a five night stay at *** Resort - All Inclusive via ***. We can confirm on May 17, 2020, the
customer called and wanted to change the dates of
the hotel reservation to the October 16 – 20, 2020. Our representative advised of the price
difference and the customer did not accept and asked for a supervisor. A
Supervisor took over the call and noted the customer wants to change the date
on hotel reservation but doesn’t wants with the difference in price. The hotel was non-refundable, the previous agent
advised he was getting a difference in price of $700.00. The customer was advised to call back on the
following day and we could contact the hotel again for waiver to make change
without penalty.On May 20. 2020, Expedia emailed the hotel and asked if an exception
could be applied to the reservation and change the date to October 16-20, 2020.
On May 22, 2020, the hotel replied to go ahead and cancel the reservation
without penalty. The customer’s call was
escalated the customer advised he could see a
package online for $115.05 difference. The hotel provided a waiver of the penalty but charge difference in rate. $720.83
difference in price to change the dates. Advised customer the difference is $720.83; package cost of $2409.82. A refund was processed for the cancelled hotel
reservation on May 29, 2020 for $1034.09, to the original card that was charge.
The refund should appear within the next 30 days.After further review on July 3, 2020,
Expedia reviewed the Expedia account, the
hotel reservation and the notes on the account. The hotel authorized a refund of the non-refundable reservation. The current rate for the exact hotel room is $2355.00 ($589 a night) (free cancellation through
October 15, 2020) or $2678.00 ($670 a night) non-refundable. A new reservation would need to be book for
the current ratePlease 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, Mr. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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
My wife and I booked a reservation on Expedia.com . It is reservation number ***. We immediately had to leave this "so called" hotel as there was crawling/moving bugs on the mattress. My kids got bitten from these bugs!! It was a disgusting site this was an inhabitable place to stay. We immediately left the establishment and we showed the manager the issues. He apologized and indicated he will refund our money. IT HAS BEEN 5 MONTHS NOW AND THEY HAVE NOT REFUNDED OUR MONEY!!! I have called Expedia.com at least 6 times regarding this matter and EVERY time they told me someone will call me and no one ever did. The representative at Expedia stated they couldn't help me because we paid the hotel directly. ARE YOU KIDDING ME???? We found this place because YOU advertised it on expedia.com and I am sure the hotel paid you a kickback for this fraudulent charge. In addition, Revdex.com I want to speak to the media and I have pictures showing the disgusting place and the condition of the bedding. Expedia.com is 100% responsible for this as they did NOT vet this place before advertising it to the public!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1
Dear
Revdex.com, It has been my pleasure to assist with Case # ***. Our
findings and resolution to the case are listed below. Findings:We can confirm the customer secured a reservation at *** on December 16,2019, via Expedia’s website, for arrival on January
03,2020 and departure on January 07,2020. At the time of booking, the customer
agreed to the following cancellation policy: Cancellations or changes made after 6:00 PM
local hotel time, Wednesday, January 1, 2020 are subject to a hotel fee equal
to 80% of the total amount paid for the reservation. If you fail to check-in
for this reservation, or if you cancel or change this reservation after
check-in, you may incur penalty charges at the discretion of the hotel of up to
100% of the booking value.In this case, the customer selected a hotel
collect reservation meaning all funds are collected by the hotel directly
rather than Expedia. We advertise hotels in good faith and I am
sorry to hear that in this case the hotel didn’t meet the customer’s expectations.
While photos and hotel descriptions are listed based on the hotel's request, we
recommend customers read reviews available online prior to booking their stay.
This may help alleviate any possible surprises or frustrations upon their
arrival and can help set a better expectation of the hotel being booked.Conclusion/Resolution:We would like to offer our apologies for any inconvenience
the customer may have experienced as a result of the accommodations not meeting
their expectations. Our records indicate the customer’s account is under review
by our Transaction Processing team. The Transaction Processing team
should have reached out to the customer directly via email concerning their account.
For any further assistance or questions, we recommend responding to their
email. As the customer account is under review by Transaction Processing, we
are unable to review the booking or take action on their reservation. If the customer has
any question about the billing on their booking, we recommend they reach out to
the property directly as the property is the billing merchant. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kind regards, The Expedia Team
Complaint: ***
I am rejecting this response because:
Expedia.com advertised this hotel that is NOT RESPONDING in getting our money back. I made the reservation on expedia.com in good faith. Since there was BED BUGS that I have sent to expedia.com showing them the issue, they refused to take responsibility for this. You will need to reach out to the hotel to assist in getting my money back. I BOOKED THIS BECAUSE I SAW IT ON YOUR WEBSITE. The hotel is not responding. Expedia.com need to contact me directly. My phone number is ***. Revdex.com , If I don't get a direct response from them, I will be contacting the state they are doing business in and have a full investigation done on their business practices. They advertise a hotel and the hotel is NOT RESPONDING to the customer. you have to take FULL responsibility for this. I will be waiting for expedia.com to call me immediately. Otherwise, further action will be taken including starting a class action lawsuit against expedia.com as this appears to how they do business with non responsive hotels they advertise on their webite
Sincerely
I purchased three non refundable hotels before covid-19. All of my flights have been cancelled both from the United States and in Greece. I have no way to get to Greece and I cannot get a refund from Expedia. My flights have even given me full refunds no problem. Who in the world would have thought a global pandemic would cancel everything. The website says expedia is refunding no refundable hotels due to covid 19. My flights have already been cancelled, we cannot go through no fault of mine. I have been on the phone for four hours with some third party company that refuses to give me a phone number to corporate. I will never use this company again if I do not give my refund. I would never recommend this company to anyone.
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 reservations on February 18, 2020 to stay at the following properties:*** Hotel for June
30 to July 2, 2020 for a total of 452.61 USD prepaid to Expedia - 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.*** for July
2-5, 2020 for a total of 1,677.48 USD prepaid to Expedia - Cancellations or
changes are subject to a hotel fee equal to 30% of the total amount paid for
the reservation. If you fail to check-in for this reservation, or if you cancel
or change this reservation after check-in, you may incur penalty charges at the
discretion of the hotel of up to 100% of the booking value.*** Suites - Adults
Only July 5-8, 2020 for a total of 429.13 USD prepaid to Expedia - 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.At the time of booking our customer
agree to each individual properties cancellation policies noted above.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 May 20, 2020 our customer
called customer care asking to cancel all three hotel reservations. Our
representative contacted each property and was not able to get approval to
waive the fees at the *** Village, or the *** Suites. The ***
*** Hotel advised that their government has written a law that permits them to
hold nonrefundable booking fees for 18 months after which they have to refund if
the consumer does not make a new reservation. Our customer care representative
advised our customer they were not able to reach an approver and explained the
Greek Law, so they sent a case to the offline team for follow up with ***
*** and *** Suites. Our offline customer care
advised our customer to call back when the check in dates is within 10 days
because we have no way of knowing with certainty whether additional flexibility
will be offered.There are several emails back
and forth between May 21 and May 29, 2020 between our offline team and the
customer as well as emails sent to the properties requesting waivers. Each
property owner replied with the following resolution:*** Hotel - Faced
with the unprecedented turn of events, the Greek state, as well as other EU
countries, recently passed a law that allows businesses in the travel industry
to issue a voucher instead of extending an immediate refund. Kindly advise the
guest on the alternative .If you do not redeem the voucher
on behalf of the guest or the guests directly to us within 18 months from the
issue date, the entire amount will be returned to you at that time.We assure you that we will
show you flexibility, honoring your booking at any time over the next 18 months.We thank you for your
understanding and support, and very much look forward to giving you the warmest
of welcomes in Greece when ready to travel again.*** – the
30% penalty will apply and is nonrefundable if they cancel. *** Suites - July 5
will not be a force majeure situation any more and all airline will be able to
reach Santorini. However we understand that it might be difficult for them to
come. Please ask them to cancel the reservation for July and we will give them
a voucher to use it with us for the next 18 months.Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. We are happy to see that the
*** Hotel and the *** cancelled the bookings for our
customer and these were fully refunded. As a courtesy we contacted
the *** Suites in an attempt to get a waiver, and were advised that our
customer has already accepted and received a voucher directly from them. Since everthing has bee
addressed we have taken no further action. 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
Complaint: ***
I am rejecting this response because:I was forced to take a voucher from *** Suites or risk a no show and 100% no show fee. At the beginning of the pandemic you were giving refunds on non refundable rates, now you are not. Even since the European Union banned American travelers, I still have to wait 18 months before I can get a refund. I have made it explicitly clear that I am now unable to travel and only accepted the voucher so I could in turn get my money back after 18 months. I still want a refund on my money, sooner than later.
Sincerely
Expedia refuses to honor Air *** COVID19 policy which states that states the following:
Air *** is offering all of our customers whose travel was cancelled due to the COVID-19 crisis, including those with non-refundable tickets, the option to keep the remaining value of the ticket for future travel which is valid for travel within 24 months of the flight cancellation date. I also received an email from Expedia about the cancellation on 4/8/2020.
I called Air ***, and she said the flight was cancelled as of 4/3/2020, and I am entitled to the credit for 24 month to rebook. Air *** says that Expedia needs to call Air *** to enter into their system so that my profile states correctly. Currently, the profile states “active & open”, and it doesn’t even says it is cancelled although the flight is cancelled. It is the Expedia who has to contact Air *** to correct the profile. Air *** cannot call Expedia or make changes to the profile.
I do not wish to be associated with Expedia. Expedia simply wants to keep the control & money they collected. I spent hours on the phone with Expedia and Air *** since 4/8/2020. Air *** told me that Expedia has been telling people that the credit is valid only until 12/12/2020 which is incorrect.
I should be able to close my account with Expedia and transfer my credit to Air ***, so that I can book my future travel arrangement with Air ***.
go to expediagroup.com to see all of their brands. They own too many brands, and that is the reason the customerservice is poor.
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 Ms. *** (Revdex.com case number ***) wants Expedia
to release her information to Air *** so that she does not have rebook with Expedia.Our records indicate on December
3, 2019. Ms. or an authorized user of the Expedia account,
self-booked two combined one way flight on Air ***, departing on May 28, 2020
from San Jose, CA to Vancouver,
BC, *** and
returning on June 12, 2020 via ***. We can confirm on May 4, 2020, the
customer called to cancel the return since the outbound flight was cancelled by
the Air ***. Our representative contacted
Air *** to validate and they advised since there was an air schedule change on
the return the customer is eligible for a full refund. The refund information was submitted through
Air *** system. Air *** system
shows the refund for the return was processed on May 18, 2020.On March 20, 2020, the customer
called in an advised the she received an email that
her airline credit was valid up until Dec 2, 2020. Our representative reviewed the airline
policy and advised the future travel credit is valid up until 24 months from
cancellation date. Expedia emailed the
customer and advised the credits of $227.15
and $214.10 per passenger, could be used for a new flight for the same
passengers, and the same airline until April
7, 2022. The customer replied advising she would not be rebooking with Expedia
and wanted Expedia to contact Air *** and advise Air *** of the credit on
her record. Expedia replied to the email asking the customer to call us. The customer replied asking to cancel her Expedia
account and remove/purge her information. Expedia replied advising deactivating/closing
her account that it could not be reactivated if deactivated. The customer was asked to contact Expedia
directly.After further review
on July 3, 2020, Expedia reviewed the Expedia account and the Air
*** reservation and record. Air *** advised the return flight would be
fully refunded and it was refunded in their system on May 18, 2020. The outbound flight is showing the ticket is
in an open status. Expedia emailed the customer
and advised there was a future travel credit valid until April 7, 2022. Air *** policy states their travel
credit is valid 24 months from the date of cancellation. Expedia contacted Air *** and they confirmed
the file belongs to Expedia and they cannot take it over. Air *** has
updated their system where travel agency records clearly state booked with a
travel agency and they refer the customer back to the travel agency.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.Ms. can contact our Customer Service
Department at 877-227-7481 when she is ready to
exchange the tickets.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. Air *** was the operating carrier and merchant of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: I am not upset about the credit vs. refund. Expedia refuses to comply with Air ***'s policy where the credit is valid for 24 months. In fact, expedia did not incredibly work hard to comply and communicate. Air *** also told me that Expedia is telling their customer that the credit is valid until December 2020 instead of 24 months, and that is not their policy. I had to spend hours and hours on the phone trying to get hold of Expedia. Expedia sent me the email on the credit being valid for 24 month only after I started to file complaints. I will NOT ever deal with Expedia for any of my future travel arrangement. Air *** said on the phone that Expedia needs to release my profile from their system in order to allow me to book directly with Air *** using my credit. I want Expedia to comply with my request asap. Why is that so difficult for Expedia to comply? I want Expedia to take action so that I CAN book my future flights with Air *** using the credit I have with Air ***. Cancel my membership and purge my info and allow me to book the flight with Air *** directly! I won't give penny to Expedia again as they have monopoly in travel industry, and they think that they can abuse their customer and nobody will/can do anything about it. I want Air *** to have my money, not Expedia.
Sincerely,
***
***ATTACHMENT REDACTED BY Revdex.com
As longtime Expedia customer, we planned a once in a lifetime trip through Expedia.com--unfortunately this trip was not to be due to COVID-19. We were able to be refunded on our flight and hotel, which is appreciated. However, at no time did anyone offer to credit us for the travel insurance purchased. I know of another Expedia customer who was able to have their travel insurance fee reimbursed due to these unprecedented times--my family will not be traveling anytime soon and would appreciate the same courtesy. Over three hours of chatting and trying to get through to a human on the phone (that's just counting today...) has put a screening halt on my attempts to get my family's money back. I've wasted enough time on this.
July 5, 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 travel protection. Our
records reflect the Package Protection Vacation Waiver for two travelers with travel
dates from April 11, 2020 to April 18, 2020. We
understand Ms. is requesting a refund.The
customer can cancel the Vacation Waiver for a full refund within the first to
occur of the following: (a) 15 days from the purchase date; or (b) the start of
your scheduled Trip. Per the Terms and
Conditions on the Vacation Waiver, the amount paid for the Vacation Waiver
remains non-refundable. We
apologize for any inconvenience this may cause.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a round-trip flight through Expedia, which was changed and subsequently cancelled by the airline (***). The itinerary number is ***. I spoke with the airline and they acknowledged that they are obligated to give me a refund, in compliance with the DOT's directives. As the airline has cancelled our flights, the DOT requirement is to refund and not issue a flight credit. However, since I booked through Expedia, I had to go to Expedia to receive my refund. Expedia, however, refused and only gave me a voucher for half the value of the flight. Expedia also disingenuously told me that it was the airline's policy to do so. I've spoken with the airline and they assured me that is not the case, so I'm not sure where Expedia gets the right to keep my refund. I tried calling again, but Expedia has the call drop after making me wait on hold for a long time--for weeks, it's been impossible to contact Expedia to hold them accountable to DOT policy. I am reporting this to the Revdex.com in efforts to have Expedia issue my refund back to my credit card in compliance with DOT directives.
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 Ms. *** (Revdex.com case number ***) wants a
refund of $458.03.Our records indicate on February
21, 2020, Ms.
*** or
an authorized user of the Expedia account, self-booked a combined one way
flight on ***, departing on April 15, 2020 from Chicago, IL to Paris,
France and
returning on April 20, 2020 via ***. We
can confirm from March 8, 2020 through March 16, 2020,numerous email communication were sent
between Expedia and the customer, and Expedia and ***. Expedia emailed the customer advising *** had performed a schedule change and the original flight was no longer
available. Expedia offered options. The customer replied advising she would like
option 1. Expedia asked the customer for
clarification on the date of the flight. The customer replied and advised she would like to cancel the flight and
get a refund.On March
19, 2020, the customer requested to
cancel the flights due to the airline schedule change. Our representative verified the airline
policy and advised have to contact the airlines and check if they are providing
a refund. Our representative called the
airline and the call failed.From March 19, 2020 through April 17,
2020, there were numerous emails regarding the customer receiving a refund for
the cancelled flight reservation. Expedia
emailed the customer the following on April 8, 2020, “We have received an
email update from the airline and they have advised that you may use the value
of your ticket towards a future travel without incurring a reissue fee. The
voucher is valid until February 20, 2021. New tickets must be issued on or before
August 31, 2020. ***
emailed Expedia on April 9, 2020 which advised the following, “One Free
Rebooking in Same Cabin and Lowest Available Class. Please add endorsements ? CV19TP in All
Reissuances. Voucher Also available in
case passenger does not want to rebook, will be valid for 1 year from date of
issuance and can be requested on following link: ***On May 20, 2020, the customer
called in to get a refund for the
cancelled flight due to the airline schedule change. The customer did not receive updates from
previous documentation. Our
representative contacted *** for possible refund. The *** agent advised no refund would
be processed. A future travel credit applies
and is valid within 2 years from the original date of issue. No change fee
applied to the exchange, any increase in fare would be the responsibility of
the customer.On March 22, 2020, the customer
called in and our representative advised the airline the reservation was
cancelled due to COVID19. *** initiated
the schedule change. The customer wants
to cancel and get a full refund. Our representative
advised the customer is eligible for a credit. After further review on July 3, 2020, Expedia reviewed the Expedia
account and the *** record. *** advised a future flight credit is applicable. *** future travel credit is
applicable until February 21, 2022. New travel must start travel by February 21,
2022, no change fee, the customer is responsible for any fare increase in fare.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. *** 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
Complaint: ***
I am rejecting this response because: I appreciate you looking into my case, but at the end of the day I am not being issued a refund for a flight that the airline changed then cancelled, and which is eligible for a full refund under DOT directives. My other flight with *** that I booked directly with *** got fully refunded, but the one I booked through Expedia did not.
Sincerely