I am filing a complaint about not receiving a full refund as promised to me by Expedia. Per email from Expedia dated 3/22/20 if I cancelled my hotel stay for itinerary #*** I would receive a full refund within 30 days.I cancelled the reservation the next day 3/23/20. As of today I have not received anything from Expedia, I contact them on s weekly basis and get the runaround with no solution, I offer to forward the email they sent to me and I'm told there is no way to forward them an email, total amount due 121.35 which I can really use. The flight and other hotel stay also cancelled and have already provided a full refund.
Expedia.com Response
• Jul 07, 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 Hawthorn Suites by Wyndham Augusta for April 10-11,
2020 with a non-refundable change or cancel policy.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. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. We are happy to see taha a
refund of 112.35 USD was issued to the method of payment used when booking. Due
to unprecedented volume of travel disruptions, refunds may take up to 30 days
to process. A system generated receipt was sent to the email address
used when booking.Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
On January 14, 2020 I booked a trip to Dublin, Ireland for my family. This consisted of (4) *** Airline plane fares and one hotel booking. On or around March 16, 2020 I learned that the *** States Government announced a travel ban due to the Coronavirus-19 epidemic. This ban included Great Britain and Ireland. The U.S. Embassy in Ireland as this time also announced that Americans traveling to Ireland would be required to self-quarantine or self-isolate for 14 days upon arrival.
My travel plans were for a five-day stay at a hotel in Dublin, Ireland in June 2020. Due to the need to self-quarantine, it remains unclear whether I would be able to leave the airport, procure transportation to the hotel, and/or have the embassy declaration be cited by transportation or lodging services to deny my family entry to the hotel made through Expedia. Furthermore, due to health conditions and the COVID epidemic, there is no indication that the airline is following the CDC recommendations on social distancing on airline flights. Thus, these ambiguities severely disrupted the certainty, safety, or any guarantees of services and booking I paid for.
I tried to call Expedia numerous times and filed an online request (March16th) for full refund due to the travel restrictions which appear to be indefinite. During the course of my phone calls, I was placed on hold for over an hour (for 2 hours in one case). On a couple of occasions the calls dropped from signal. Due to the inability of the company to respond to me and holding over $4,000 of payment for services that were unlikely to be received, I filed a dispute with American Express, my means of payment.
Expedia did not respond to me until a full month after my initial request for refund—they responded by email on April 17th. Due to the untimely nature of their communication, I was unable to reasonably alter or modify my travel plans. The offer of a credit is a deficient remedy and instead I am kindly requesting a full refund.
Thank you for your help in resolving this matter
Expedia.com Response
• Jul 03, 2020
July 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) wants a refund of $4012.99.Our records indicate on January 14, 2020, Mr. or an authorized user of the
Expedia account, self-booked four round trip flights on *** Airlines,
departing on June 23, 2020 from Newark, NJ to Dublin, Ireland and returning on June
29, 2020 along with a five night stay at *** Hotel via ***. We can confirm on April 21, 2020, Expedia
emailed the hotel cancellation email to the email address on file. The email advises there was no refund for
cancelling the hotel reservation.On April 29, 2020, an Expedia representative
noted the *** Airlines record that the customer requested to cancel due to
COVID19. The representative noted the
customer was advised of the future travel credit and the rebooking policy.On June 12, 2020, our representative emailed
the customer a cancellation email which provided the value of each ticket for
the future travel credit. After further review on July 3, 2020, Expedia reviewed the Expedia account, the *** Airlines record and the hotel
reservation. The hotel reservation
cancellation email was sent to the customer’s email address on April 21, 2020.
The email advised the reservation was non-refundable. Expedia called the hotel and they authorized
Expedia to issue a refund of $964.59 for the reservation, the hotel advised
they cancelled the reservation on April 21, 2020. The refund will appear on the original card
charged with the next 30 days. The ***
Airline record shows the customer requested to cancel the reservation on April
29, 2020 per our representative documentation. Expedia contacted *** Airlines
and they advised the reservation was cancelled before any schedule changes
occurred, so a future travel credit is applicable. *** Airline advised new travel must start
travel by January 14, 2022, no change fee is applicable, the customer is responsible
for any fare increase in fare. Mr. will need to contact OUR Customer
Service Department at 877-227-7481 when he is ready to exchange the tickets.We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, 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
Customer Response
• Jul 14, 2020
I explained that the correspondences went to my spam folder and I only learned what happened on when a refund was issued to my credit card. I am not satisfied with the partial refund as I requested and with good reason a full refund since I have not and cannot for the foreseeable future use any credits or other remedies. If they can issue a refund for the hotel, which is an admission on their part, then why not the other. The flight was re-scheduled which, etc. I did not agree to close the case because I did not received the correspondence in a timely manner. Can you re-open or do I need to file a new case?
Thanks
Expedia.com Response
• Aug 05, 2020
August 5, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint
regarding a refund. We understand that Mr. is requesting that Expedia issue a full refund
for the flight reservation. Expedia stands behind our previous
responses. We have verified since the last Revdex.com rebuttal complaint was
addressed on August 3, 2020, there
have not been any changes, calls or inquires on the account. The United
Airlines record is noted that our representative cancelled the booking per the
customer request on April 29, 2020. *** Airlines policy for the cancelled reservation is a future travel credit, not a
refund. Expedia previously contacted *** Airlines to confirm their
policy and they advised the reservation
was cancelled before any schedule changes occurred, so a future travel credit
is applicable. *** Airline policy
states new travel must start travel by January 14, 2022, no change fee, the
customer is responsible for any fare increase in fare. The customer must
contact our Customer Service Department at 877-227-7481 to exchange the tickets. Expedia previously advised on April 3, 1010
we received a dispute from the financial institution. On May 18, 2020 the
dispute was settled by the financial institution and they returned the funds to
Expedia.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, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 05, 2020
Complaint: ***
I am rejecting this response because I did not cancel my flight reservations. I asked for a refund and Expedia decided to cancel. Therefore I am not subject to the policy. They can sell the credits to another party. I am entitled to a refund, which they have already obtained for hotel reservations.
I booked a trip to New York for a bachelorette party with my family for August. We paid and got the vacation insurance which allows a refund if trip can't happen. I called Expedia.com to get the order cancel because we are unable to go since the state of New York is pretty much closed until September. I have now called 4 times (***) and EVERY SINGLE TIME the representative hung up on me. I have been in the queue for 2 days now totaling 5 hours hold time. I just want my money back for the flights. I was told my Karem that the vacation insurance has been "froze" and unable to use. What is the point of buying insurance if you can't use it!!! I WANT MY MONEY AND TO QUIT BEING HUNG UP ON!!!
Expedia.com Response
• Jun 18, 2020
June 18, 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 ***) regarding a flight reservation.
Our records show on February 27, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel is with *** and *** Airlines, traveling from Columbia, SC to New York, NY departing on August 6, 2020 and returning on August 9, 2020. The package includes a Travel Protection Plan with a hotel stay at New York ***, New York, NY for a check in on August 6, 2020 and a check out on August 9, 2020, for a total of $1,960.26. We understand Ms. is requesting that Expedia refund the airfare portion of her package based on purchasing the Travel Protection Plan.
On May 19, 2020, Ms. contacted Expedia to cancel both the flight and hotel, therefore, we advocated by speaking with the hotel to request a refund on Ms.’s behalf. We then provided the rules of *** and *** airlines of non-refundable. The balance of $741.06 for the hotel accommodation was refunded back to the customers original form of payment. On May 26, 2020, Ms. contacted Expedia to request a full refund of the airfare portion of the package. We verified *** Airlines flexibility policy on their website, shows that Ms.’s booking value, of $377.60, became a travel credit. Regrettably, *** Airlines is not permitting a refund. The penalty fees to use the credit are waived given that travel is completed before, December 31, 2021. This policy is based upon the airlines non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the outbound flight.
In regards to the *** Airlines flexibility policy on their website, shows that Ms.’s booking value, of $733.60, became a travel credit. We regret that, *** Airlines is not permitting a refund. The penalty fees to use the credit are waived given that travel is completed before, September 30, 2022. In order to use the airfare credit, restrictions do apply, further information pertaining to the credit will be provided upon its use. This policy is based upon the airlines non-refundable restrictions. In addition, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the return flight. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to each airline’s policy. Upon review of the Revdex.com Complaint, on June 17, 2020, Ms. stated that she cancelled the entire package and she purchased the package plan to guarantee a full refund. We used our tool which allows us to see the customer’s booking confirmation, Expedia confirmed our site advised the following; No fees for (one-time) flight change, cancel and use your airline (credit) later, receive 100% refund on hotels and activities. This detailed package plan, with redemption instructions, was emailed to Ms. after booking via the confirmation. See the following instructions disclosed to Ms. on February 27, 2020:https://www.expedia.com/vacation-waiver-termsHow do I redeem credits from travel providers?To redeem travel credits you've received in connection with the Vacation Waiver, you must contact Customer Service. You'll also receive a refund for any change or cancellation fees imposed by the travel provider when you redeem your credits. This refund will be paid to the form of payment used to pay the initial fees.How do I get a refund for my flight?First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.Note: that the full price of the new ticket may be greater than the price of your original flight.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityCombined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes you to make changes to the other flight, you will be responsible for any fees incurred for making changes to the unaffected flight.Vacation package restrictions are available for Ms. records below:*** Airlines Restrictions:
Tickets are nonrefundable, nontransferable and name changes are not allowed.*** Airlines Restrictions:
Tickets are nonrefundable, nontransferable and non-changeable and name changes are not allowed.
New York *** Restrictions: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.
Although, we recognize that airfare credits do not align with Ms.’s request, know that (COVID-19) is an extraordinary circumstance that our travel suppliers are working through, which places Expedia into the position of passing on both airlines specific directives.
To address Ms.’s statement of her disconnected calls with Expedia our records show two fully serviced calls from Ms. and no record of a disconnection. In light of Ms.’s experience Expedia issued a Hotel Voucher of $100.00 to her Expedia account valid until, July 31, 2021. Kindly note the vouchers rules before its use.
We can be reached at the following number, (877) 227-7481, for airfare credit assistance. Due to the information provided above Expedia is unable to honor Ms.’s refund request.
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,Melanie ***Corporate Correspondence Team
Advert. claims prior to cancel that you may cancel before said time and rec. full refund. After cancel, refund time is up to 30 days to rec. Expedia owes total refunds.
View itinerary for *** Resort & Conference Center, ***
*** Resort & Conference Center, ***
5/8/2020 - 5/10/2020 Itinerary # ***Canceled
View itinerary for *** Resort & Conference Center, ***
*** Resort & Conference Center, ***
5/8/2020 - 5/10/2020 Itinerary # ***Canceled
View itinerary for *** Resort & Conference Center, ***
*** Resort & Conference Center, ***
5/8/2020 - 5/10/2020 Itinerary # ***Canceled
Expedia.com Response
• Jul 07, 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 three reservations to stay at *** Resort & Conference Center for
may 8-10, 2020 with free cancellations/change until 12:00 PM local hotel time,
Thursday, May 7, 2020. On May 4 and 5, 2020 our
customer cancelled their bookings without penalty. It is important to note that
due to the unprecedented situation affecting a great number of people's travel
plans, an extraordinarily high volume of cancellations were being processed
which caused a delay in processing. Unfortunately, we have no control
over how fast refunds process.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 refunds for each booking
processed fully on May 19 and 20, 2020, inside of 30 days from cancelling. We
can confirm when we processed the refunds but are not able to see its status in
our customers bank. 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 | ExpediaTell us why here...
Our trip from 3/27/20-3/30/20 was cancelled due to the COVID-19 pandemic. I understand this was out of everyone's control however, since we were unable to travel, I expect a full refund issued either to my Discover card or a check issued from Expedia since services were not rendered. I paid in full for the trip and I feel that I should be fully reimbursed since we were unable to attend. I don't know why my money isn't being credited to my account.
Expedia.com Response
• Jul 03, 2020
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one-way fare with
*** airlines departing Pittsburgh, PA
to Nassau, Bahamas on March 27, 2020, and returning March 30, 2020 for two
adults. And a three night stay at the *** All Inclusive in Cable
Beach. We understand Ms. is requesting a
full refund for the package due to the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
outbound and return flights with *** airlines. Before cancellation, the
flights did not encounter a schedule change or flight interruptions which does
not qualify the tickets for a full refund. However, *** airlines has
extended future travel credit for each passenger. Each passenger must complete
new travel by December 31, 2021, change fees will be waived by the airlines,
while fare difference may apply. The
hotel reservation with Breezes Resort was booked non-refundable, and cannot be cancelled without a penalty equal to
the full amount of the reservation. Expedia had messaged information to the
customer before check-in on how to cancel the hotel stay which may include
eligibility for a coupon equal to the value of the reservation. We have however,
contacted the property to request for a waiver to process a refund. The hotel
representative advised all request are to be sent via email, and mentioned response
times may be a delayed due to the unprecedented volume of requests they are
currently receiving due to the Covid-19 pandemic.An
Expedia representative will contact Ms. directly via email with any
updates we receive from the hotel. Refunds are not a guarantee and subject to
hotel approval.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 06, 2020
Complaint: ***
I am rejecting this response because: services were NOT rendered and we are asking for a complete refund. We paid on time and now want our money that is ours returned in full.
Sincerely
Expedia.com Response
• Jul 13, 2020
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response and/or resolution offered.Before cancellation, the flights with *** airlines did not encounter a schedule change or flight interruptions which does not qualify the tickets for a full refund. However, *** airlines has extended future travel credit for each passenger. Each passenger must complete new travel by December 31, 2021, change fees will be waived by the airlines, while fare difference may apply.We understand that the customer is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what Ms. was looking for, but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. The *** All Inclusive has responded to the refund request and was unfortunately denied. The hotel is allowing Ms. to re-book new dates with the property by March 2021. Prior to the completion of cancelling the reservation Ms. was advised there is no refund when cancelling this reservation. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When the customer purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 21, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Customer Response
• Jul 23, 2020
We want a refund for our trip that we did not take in March 2020. The airlines were not traveling to the Bahamas, it was on the *** Airlines website. We paid in full up front when we booked, now that the vacation was not taken due to the pandemic, we want a refund. This is unacceptable that you took our money and won't return it in the manner of how it came to Expedia.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchase flight tickets for my family and I to fly to Manila June 29 to July 13 in February. I was contacted by Expedia to cancel the flight due to Covi-19 via txt message.. The message read just press cancel and no other action are due on your part. I pressed the cancel button and awaited my refund that never came. I contacted Expedia on 5/20 as*** for my refund and they stated it went to airline credit and the travel insurance was gone no refund. I asked why the CSR stated to me that was the policy and they are unable to provide a refund even if Expedia initiated the cancelation of the reservation. My reservation number is *** and I lost $168.00 dealing with this company.
I asked to get the flight insurance reinstated for I will be ta*** the flight and they said I need to pay another fee.
Expedia.com Response
• Jul 03, 2020
July 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) wants a refund of $2789.00.Our records indicate on February 2, 2020, Mr. or
an authorized user of the Expedia account, self-booked four round trip flights
on *** Airlines, departing on June 29, 2020 from Washington,
DC to Manila, Philippines and returning on July
12, 2020 with the Flight Protection Plan via ***. We can confirm on April 22, 2020, the customer
cancelled the Flight Protection Plan. Expedia emailed the cancellation email to
the email address on file. The email advises
the protection is cancelled, not refunded.On April 30, 2020, the customer cancelled
the reservation via electronic web form. Expedia emailed the flight cancellation confirmation to the email
address on file. The email advised the
cancellation caused a flight credit to be issued.
On May 20, 2020, the
customer called in because he cancelled the reservation online and
wants a full refund. Our representative
reviewed the airline policy and determined the customer was eligible for a
flight credit. The customer advised that she wanted to reinstate everything or
get a full refund for flight and insurance. After further review on July 3, 2020, reviewed
the Expedia account and the *** Airlines record. The *** Airlines record shows the customer
cancelled the reservation via electronic web form. Contacted *** Airlines and they advised there
is a future travel credit that was applicable to the cancellation. New travel must begin by February 2, 2022.
*** Airlines suggested that the customer could file for a refund on ***.com/refunds
but there is no guarantee that a refund would be issued.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were loo*** for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his boo*** on our website, Mr.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your boo*** if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Expedia will not refund my flights because they say the flight isn’t canceled it their “systems” so I connected them with the actual airline and the air line (***) personally told them my flight was canceled so Expedia then changed the story and said well they still can’t give me a refunded because that isn’t *** policy but I explained that I should be given a refund due to department of travel mandating them to refund flights changed due to cov19 and *** also told me they are supposed to give me a full refund after I told him this he started talking about it’s not canceled so I asked him to call but he wouldn’t the only way to find out it’s canceled is my calling there is no other way . I want all of my tickets refunded . (The supervisor name was jack the rude lady that told the supervisor that I can’t get a refund name is Kate)
Expedia.com Response
• Jul 02, 2020
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a refund of $664.00,Our records indicate on February 10, 2020 , Ms. or
an authorized user of the Expedia account, self-booked four one way flights on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***.
Our records also indicate on February 11, 2020 , Ms. or
an authorized user of the Expedia account, self-booked a one way flight on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***. We can confirm on March 3, 2020, the customer called in because of an airline
schedule change. The representative
reviewed the record and noted the flights were updated and the exchange fee was
waived. The customer kept same date just a shorter flight/On June 11,
2020, the customer called in stating her reservation shows as cancelled. She wanted to know who cancelled her
reservation. The representative
reviewed the record and advised the reservation was cancelled by ***.On June 26, 2020, the
customer requested to be refunded. Our representative
reviewed the airline record and confirmed the record did not qualify for a
refund. The customer was sent an email apologizing that no refund could be offered
but advised of the future travel credit.After further review on July 2, 2020, Expedia reviewed
the Expedia account and the *** record. On June 26, 2020, Expedia emailed the customer and advised a refund was
not applicable but the airline future travel credit would be applicable per the
airline. *** policy states travel must be rebooked and completed before
March 31st, 2021. *** is waiving
the exchange fee, if there is an increase in fare it will be the customer responsibility. The customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the operating carriers and merchants
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have purchased a vacation package on Jan 13, 2020 just before the corona virus. With this vacation package I have purchased a insurance protection just so I could cancel if needed. Once the corona virus was an issue, I have cancelled the vacation. Expedia told me that because I got the insurance, there will be no issues to get the money back, and that is where it ends. *** Airlines refuses to return my money and Expedia will not talk to them. I am out $461.98.
Itinerary #
Expedia.com Response
• Jul 01, 2020
July 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** airlines departing Chicago, IL to Cancun, Quintana Roo, Mexico on March
24, 2020 for 2 adults. We
understand Ms. is requesting a refund in the amount of $461.98 for the cancelled flight
using the travel protection vacation waiver.On
March 2, the customer sent an email with a screen shot of the cancellation made
directly with *** airlines which shows a cancellation fee of $180.00 had
been charged, and $45.98 for the non-refundable carrier fees. The airline
processed a credit for future use in the amount of $236.00 valid through May
31, 2020. The vacation waiver refunds
any amount withheld by the travel provider as a change or cancel fee. On March
4, Expedia processed a refund for the cancellation fee in the amount of $180.00.
The remaining amount of the $236.00 could have been utilized for a future
flight with *** airlines. The customer may view the complete terms and
conditions of the vacation waiver at: https://www.expedia.com/vacation-waiver-terms.Unfortunately we are unable to provide a full refund of $461.98
due to the information provided. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 01, 2020
MMy husband had a heart surgery and he can't travel right now. The travel at a later date doesn't fit the schedule as it is not an option at this time. My husband is 70 years old. After heart surgery like this he needs to rest not travel. I purchased the insurance to be able to cancel it for a full refund, as what I was told.
Complaint: ***
I am rejecting this response because:
Sincerely
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.We understand the extenuating circumstance Ms. and
her husband is going through at this time. Expedia is unable to provide a
refund for the flight with *** airlines. We kindly ask Ms. to contact
*** to inquire on a possible refund and note the current circumstances with
the screen shot she has provided as reason for the inability to travel at this
time. Please note, refunds are subject to approval by the
airlines and is not a guarantee. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 07, 2020
I have purchased the insurance and I have been advised that I can cancel the trip at any time and I will not have to pay any charges. Well, this is the time to live up to the insurance that I have purchased, otherwise, what did the insurance cover, just a portion of it?
Complaint: ***
I am rejecting this response because:
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I have reserve a package with my 3 boys to Miami schedule for May 23rd-may 29 2020 already paid in full. after the Covid-19 I called them on 03/22/2020 we need it to cancel the trip I was told by the 1800 number that under the circumstances I'll be reimbursed back to my credit card but I did not get reimburse all of it they gave me the hotel & the rental car credit but I never got an email or call or any correspondence at all. I call them via computer with out no results was online for over 1hour with no results.
call 1-877-227-7481 05/11/2020 talked 2 people for over or close to 1hour back in forth her name was July she was telling me 1st that the only way I'll be able to get the credit was to schedule with a 1 yr to schedule again to go to Miami which I thought it was so crazy since from the beginning I will be reimburse, she told me after that she need it to put me on hold to find more info, when she came back on the phone she said the best thing you can do is file a claim with my bank or credit card.
Them she said that she will send this case to her customer care department that this may take up to 8 to 10 days to get resolve. she also said that the credit will be use with in the US not only Miami with 1 yrs of the purchase. I rec a respond right the next day by the customer care that all they can do was to give a credit to book anything again with in 1yr.
Expedia.com Response
• Jul 01, 2020
July 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
airlines departing San Francisco,
CA to Miami, FL on May 23, 2020, and returning May 29, 2020 for four adults. We understand Ms.
*** is requesting a refund for the flights
due to the travel restrictions following the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
flight reservation via self service on the Expedia website, and received an
email stating a flight credit will be issued for the cancellation rather than a
refund. The flights did not encounter a schedule change flight interruptions
before the cancellation which does not qualify for a refund using the *** airlines
flex policies for Covid-19. The airline has extended future travel credit for each
passenger however. The customer must complete new travel by December 31, 2021.
Change fees will be waived by *** airlines, while fare difference may
apply. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked through Expedia on 1/8/2020 to stay at the *** Hotel in *** 4/5/2020-4/9/2020 that was a total of $604.87 and non-refundable (Itinerary number ***). On 3/12/2020 when it was clear that travel internationally was inappropriate and dangerous, I contacted Expedia via email about cancelling my reservation and inquiring about a potential refund, since my flights I had booked to Europe itself was cancelled (flights not booked via Expedia). The Expedia agent said that in order to receive a refund, I should contact the *** hotel directly. I messaged the hotel through the Expedia website, and on March 18, 2020 the hotel said they cancelled my reservation and said they would issue a full refund without penalty. However, since the booking was made through Expedia, the hotel said they would refund Expedia and I should contact Expedia directly to receive a refund. On 5/26/2020, Expedia sent me an email stating that the hotel itself was closing between 4/1/2020 and 4/15/2020 (when I was supposed to stay at the hotel) and that Expedia would be issuing me a refund IN FULL to my credit card since the hotel itself cancelled my reservation and it was closed and impossible to stay there. On 4/13/2020 I received an automated email from Expedia that said they made a system wide error and mistakenly sent me that email on 3/26/2020 saying I would get a refund to my credit card and that instead they would issue a coupon/voucher for a future stay and an additional 20% off coupon for a future stay for the inconvenience of sending the incorrect email. I called Expedia on 4/13/2020 and spoke to an agent to clear up my confusion about the incorrect email. The representative stated that this mass email sent to me on 4/13/2020 was actually a mistake and that in actuality I WOULD receive a refund to my credit card (original form of payment). They said the email sent on 3/26/2020 about getting a refund was correct. On that same day, 4/13/2020, Expedia sent me an email with confirmation that I would receive the $604.87 refund to my American Express, saying the refund was processed on 3/26/2020 and I should receive it to my credit card in 30 days. On 5/20/2020, after still receiving no refund, I received an email from Expedia that my voucher was ready. It was a voucher for the dollar amount to be used at the *** within 12 months. I once again called Expedia, confused why I had received prior emails stating a refund and verbal confirmation of a refund, but now I was getting a coupon. I spoke to both a representative and her supervisor who stated all prior emails that said I would get a refund and the agents who told me I would get a refund were all incorrect. They openly admitted that these emails their company sent to me were all erroneous and meant nothing. They said they had an agreement with *** to only offer coupons to customers who booked with them. Even when I explained to them that *** hotel had already told me on 3/18/2020 they refunded Expedia with no penalty and I should get a refund from Expedia, the supervisor said this email was also not correct. When I asked when they reached an agreement with *** about issuing only coupons to customers (whether this agreement was made prior to the hotel saying they would refund my stay or not), he could not provide me with that information. He said the fact that the hotel was closed during my reservation was not relevant. I am extremely disappointed in this company. This is a large company that is openly admitting to sending multiple incorrect emails and that their agents' prior words of verbal confirmation of a refund mean absolutely nothing. This type of lying to customers is extremely inappropriate, and at the very least they should honor their words they would offer me a refund. Them sending erroneous emails, and then their agents saying their erroneous emails are actually erroneous, shows how haphazardly this company performs its operations. It is important to note that I am in healthcare and cannot travel within the next 12 months internationally, but Expedia of course does not care about their customers or what their word means. I would like a refund in full to my credit card both because they have promised me that verbally and in written form, and because they should at least do it given the inconvenience and unnecessary stress they have caused me.
Expedia.com Response
• Jul 07, 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 *** for April 5-9, 2020 with a non-refundable change or cancel policy.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.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.The method payment used when booking had expired so I contacted the customer and issued a refund of 604.87 USD to the card provided over the phone. Refunds may take up to 7 business days to process. A system generated receipt has been sent to the email address used when booking.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 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. Expedia has issued me a refund in full.
I booked a vacation to Belgium with Expedia in November 2019. The total cost was $2501.28 which included airfare on *** Airlines, 4 nights hotel at Hotel ***’ *** in Bruges and a package protection plan with Travel Guard. Then COVID-19 happened and in mid-March international travel came to halt. Sometime in April my airline flights with *** Airlines were canceled either by *** Airlines or Expedia, I am not sure which. I contacted Hotel ***’ *** in Bruges to see what their cancellation polices were and they said if the reservation was canceled 48 hours prior to check in there would be no charges. Around the end of April I contacted *** Airlines and they said the reservation had been cancelled and they would refund the seat upgrades I had made directly with them but thy were holding no monies for the flights and that would have to come from Expedia. On May 7th the refund for the seat upgrades was posted on my charge account. When I finally got thru to Expedia and open a case # with them requesting a full refund. I later heard back from Expedia and they said I had two vouchers, one for $1346.64 for *** Airlines. The second voucher was for Hotel ***’ *** Bruges for $955.00. I needed to use the voucher within 12 months and at Hotel ***’ *** Bruges. The $199.64 paid for the package protection plan was non-refundable and lost.
While I appreciate that Expedia made some allowances for COVID-19 they were not out any of these funds and still held all these monies. With travel still very uncertain for perhaps years until a vaccine is developed for COVID-19 I feel it would not be unheard of for Expedia to refund the entire cost of this vacation package.
I purchased a ticket through Expedia in November 2019 for a trip to London. Upon learning that flights to Europe would be restricted due to Covid-19, I called Expedia to cancel my flight. They told me I had to contact *** since that was the airline I would be flying on. After waiting for several hours (about 7) I finally spoke with *** and they told me that I needed to contact Expedia since I did not purchase my ticket directly through the airline. This was communicated on March 12 around 5:47 a.m. When I tried to contact Expedia, their system was down. I kept trying to contact them to no avail. I disputed the charge with my bank but was not able to resolve the issue but to no avail since I needed Expedia to resolve the issue. I contacted Expedia, they acknowledged that it was due to their systems being down that I was unable to cancel my flight. They said *** had taken over the ticket (again, no clear direction on who is actually responsible for my refund. As of today, Expedia emailed me to let me know that they would not be giving me a refund not a credit per the airlines policy. This is my opinion is fraud. I did not travel to no fault of my own and was not able to cancel through no fault of my own. Their systems were down. I am upset at the fact that they could be allowed to keep my money even though I did not use their services.
Expedia.com Response
• Jul 02, 2020
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) wants a
refund of $393.25Our records indicate on November 19, 2019, Ms. or
an authorized user of the Expedia account, self-booked one round trip flight on
***, departing on March 13, 2020 from Orlando,
FL to London, England, UK. and returning on March
20, 2020 via ***.
We can confirm
on May 18, 2020, the customer called to cancel the reservation as she did a no-show
due to COVID19. Our representative
reviewed the airline record and the ticket is suspended. Our representative contacted ***
to open the ticket. *** advised since the ticket was suspended and
not cancelled it is not eligible for credit or refund.From May 18, 2020 through May 20, 2020, on
multiple occasions Expedia emailed
the customer and advised that *** advised they declined refunding or
offering a future travel credit for the reservation. The customer replied and
advised she disagreed and that she would be calling the airline herself. Expedia
emailed the customer and advised we must follow the airlines policies.After further
review on July 2, 2020, Expedia reviewed the Expedia account and the *** Airlines
record. The first documentation on the Expedia
account was from May 18, 2020 and the customer was inquiring on a refund for
the flight. In review of the ***
Airline record there is no documentation on their record about cancelling/refund.
*** Airlines advised the tickets were marked as suspended because the record
not cancelled prior to departure and they marked it as a no-show. The ***
Airline fare rule state the ticket is non-refundable due to cancel/no show.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use,
which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 02, 2020
Complaint: ***
I am rejecting this response because:I did call to cancel the ticket but *** and *** for that matter told me that I had to cancel through Expedia because that’s who I purchased the ticket through. When I called Expedia on multiple occasions, their services were down and that is well documented that they were having issues. How could I have canceled so far in advance when the UK was not under a travel ban until 2-3 before my trip. I am not the only one who is going through this with Expedia. Two of my friends are going through the same situation. Phone lines are down, and I could not contact Expedia. The flight was not canceled because it couldn’t be due to no fault of my own. I tried. I even waited on the line to speak with both *** and *** two days prior to my trip and they both told me to contact Expedia. I am not responsible for Expedia’s phones being down (again, well documented). No one could contact them during this time. I have always used Expedia for my travel needs and if they look at the record, I have never canceled a flight and if I did, it was in the 24 hour time allotted. I did not travel to no fault of my own. This is fraud. Expedia created the issue with their services being down and now refuse to offer a refund. Everyone else is very accommodating given the unprecedented pandemic. Why is Expedia or the airline companies exempt when they were the main ones affected by this due to travel. I need a refund or a credit. This is not right. I did not create the situation, Expedia did. I should not have to forfeit my hard earned money because Expedia’s phones were done. Again, this is fraud. They created the impracticable situation where I could not cancel. I want a refund.
Sincerely
Expedia.com Response
• Jul 13, 2020
July 13 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting a refund for $400.00 for her
fight reservation. Expedia has reviewed the details of the previous
cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
Since the last Revdex.com complaint was received and responded to on July 2, 2020,
Expedia stands behind our initial response. There have not been any notes or documentation on
the account since the last Revdex.com complaint. *** Airline marked the record as a
no show and advised the tickets were marked as suspended because the record was not cancelled prior to
departure. *** Airline advised fare rule state the ticket is non-refundable
due to cancel/no show. The customer may want to go onto https://www.***.com/contactus/commentComplaint and submit her complaint to *** Airline as Expedia has to follow the
guidelines *** Airline advised us of.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,Di-Di
*** Corporate Correspondence Team
Customer Response
• Jul 13, 2020
Complaint: ***
I am rejecting this response because I was told that it was *** I needed to contact this entire time and now I’m being told to contact ***. Coincidentally, *** was the first airline I contacted but agin, they told me I needed to go through Expedia because I brought my ticket from a third party. When I called Expedia, I could not reach them so I contacted *** airlines and that’s where all this debacle began. There needs to be more definite answers as to who customers need to contact if they need to make cancellations to their flights. Expedia should also acknowledge that their sites were down as well as their call center during the second week of March 2020 and no one could reach them. Overall, we need better customer service. I will contact *** but this is the first that I’ve been told I’m regards to contacting *** because all of this time, I was told to contact *** airlines. This is all confusing and if these three organizations cannot have effective policies when dealing with cancellations, then how would I as a customer know whom to call in a situation like that. We are living in unprecedented times. This has never happened before. I think it is cruel for any organization to take advantage of people at a time like this. Expedia keeps referring to the fact that I didn’t cancel. Why wouldn’t I cancel my ticket if I could not fly to Europe per the Presidents executive order? Why wouldn’t I cancel? The fact is I did. At the time, I was a full time student working a part time job. Why wouldn’t I want a refund or a credit? That does not make sense because that’s not what happened. I tried to call. *** and *** had me on the line for hours and I waited, even lost sleep because of it only for them to tell me to contact Expedia. When I did, I couldn’t reach no one because the phones were down. Again, both of my friends are going through this exact same thing because we all made a decision to cancel together. This is not right, and someone needs to make it right by doing the right thing.
I feel like Expedia computer glitch is a massive scam to collect money for flights that never happen. Their customer service purposely ties up callers for hours at a time to discourage refunds. Please help!!!!!! I've spent days and hours trying to communicate with them and all I get is promises and then nothing happens.
I need to be refunded $647.10 because I have been mistakenly charged by Expedia. On January 18, 2020 I cancelled an entire itinerary within 24hours of booking, which is refundable according to the policy. A few days later I noticed that I was only refunded for part of the trip. In a chat, the representative told me not to worry I would receive the entire refund. In March I still had not been refunded and attempted multiple times to contact Expedia but could not get through due to a high volume of calls. In April, part of the itinerary appeared back on my account with no refund, so I cancelled it for a 2nd time. In a two hour phone call on May 18 a representative named Kathy said she was in the process of reimbursing me but the phone cut off and Kathy ended the call. She tried to call me back but the sound wasn't working.
I need to be fully reimbursed for the entire Raleigh to Denver and Denver to Raleigh tickets for all three members of my party Itinerary #
***
Confirmation
*** (*** Airlines)
Ticket #
*** (***)
*** (***)
*** (***)
Expedia.com Response
• Jul 02, 2020
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com
case number ***) wants a
refund of $647.10Our records indicate on January 17, 2020, Mr. or an authorized user of the Expedia account, self-booked three combined
one way flights on *** Airlines, departing on July 29, 2020 from Raleigh, NC to Denver,
CO. and returning on *** Airline on August 8, 2020 from Salt Lake City, UT to Raleigh,
NC via ***. We can confirm on January 23, 2020, the customer
called about the refund for the flight that she
cancelled online. Our representative advised
the customer that she cancelled the flight within the void period and the pending
authorization would fall off, suggested she call her bank to expedite the
pending authorization removal.On February 8, 2020, the customer communicated with our online CHAT. The customer wanted to cancel the return
ticket. She advised that she voided it previously. There was no response in CHAT the customer stopped replying
and CHAT ended.On May 18, 2020, the customer called and advised on January 18, 2020 she cancelled
her flight reservation within the void period. She advised she received the refund for PNR: *** refund was per
$426.60 USD but the one that she is missing this PNR: *** for $647.10 per
person. The customer claims that this was
a site error because she cancelled online. Our representative checked details of the tickets and they are still
open. The call was escalated and the
representative advised the customer via email that the return portion of the
itinerary was not cancelled in January. The email advised the customer that there is an applicable fight credit.
*** Airline policy allows the ticket to be rebooked and traveled on by
December 31, 2021.After further review on July 2, 2020, Expedia reviewed
the Expedia account, the *** Airlines and *** record. The *** Airlines tickets show as voided.
Expedia confirmed the cancellation email was emailed to the email address on
file on January 17, 2020. The cancellation email was for the outbound
flight and the second email was for the Cancellation plan. The *** flight was not voided during the
void period but was cancelled on April 16. 2020. Expedia emailed a cancellation email to the
email address on file. The cancellation
email advised of a flight credit. The customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets. *** Airline is
not charging an exchange fee, but if there is an increase in the new fare the customer
is responsible. New travel must be
rebooked and traveled on by December 31, 2021Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Our 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
Expedia claimed that I can receive a full refund for my itenary if it were to be canceled for a COVID-19 related issue. They refuse to refund my purchase and instead have tried to give me a flight credit that I do not need and will not use in the foreseeable future. At the time of purchase my flights were fully refundable and I also purchased a travel insurance to ensure that my money would be refunded if anything were to happen.
Expedia.com Response
• Jul 02, 2020
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a refund of $1207.34 for
reservation.Our records indicate on February
27, 2020, Ms.
or an authorized user of the Expedia account, self-booked two multiple
destination flights on *** Airlines, departing on April 6, 2020 from New York, NY to London,
England, UK,
returning on April 13, 2020 with a six night hotel stay at *** Hotel and the Package Protection Planvia ***. We
can confirm on May 9, 2020, *** Airline
issued refunds of $396.25 for each ticket to card ending ***.On May 19, 2020, the hotel was
contacted and they authorize to card ending d refunding the reservation.
Expedia issued the refund for $283.34 to the original card charged. The customer called back to check on the refund for her flight for the refund, as
her flight was cancelled by the airline. Our representative verified the airline had a schedule change, airline canceled
flight and no alternative flights were offered. On March 31, 2020, the customer cancelled the flight
reservation via electronic web form.After further review on July 2, 2020, Expedia verified
the Expedia account, *** Airline record and the hotel record. *** Airlines
issued two refund for $396.25 to the original card charged, the hotel reservation
was refunded $283.34. A total refund of
$1075.84 has been issued back to the customerPlease 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. Delta
Airlines 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.
Our international trip was cancelled in March due to the COVID-19 pandemic. We called Expedia (within the cancellation period) to let them know we needed our overnight stay at *** cancelled, as we could no longer take our trip. Expedia was to call the property and cancel but unknown to us, never actually followed through with the cancellation. They sent one request to the property and never followed up. Two months later, we are dealing with a credit card bill for a hotel stay we did not use and had already cancelled via Expedia. They refuse to refund us and take accountability and own that they did not do their job and cancel our reservation as we had requested. Expedia now claims they were unable to get in touch with the hotel back in March but I have email proof (from March) that *** was allowing free cancellations due to the pandemic.
Expedia.com Response
• Jul 07, 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 *** Airport Hotel & Conference
Center for March 20-21, 2020 with a change or cancel policy that states:
Cancellations or changes are subject to a hotel fee equal to 90% of the total
amount paid for the reservationDue 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. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. We have issued a refund of
121.07 USD to the method of payment used when booking. Due to unprecedented
volume of travel disruptions, refunds may take up to 30 days to process. A
system generated receipt has been sent to the email address used when booking.Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations |Expedia
On Feb 2019 me and my wife booked a (RT) flight from Boston to Miami, for a cruise out of Miami on April 14th to April 21st all in the year of 2019. I called *** Airlines and spoke to one of their ticket agents in an attempt to change seats. I was told that I would have to call Expedia to do that because I had booked thru them. I called Expedia to change seats and when things were completed, that same agent at Expedia told me that I have to look at my itinerary and if I had to change my itinerary, I maybe charged a re-booking fee? The itinerary showed that the (RT) flight was from Boston April 14th 2019 and returning to Boston April 14th 2019 (same day travel). I explained to the agent that we were going to be on a cruise and that we were not coming back from the cruise until April 21st 2019. I spoke to another agent then to another person, then to the manager approx 7hrs total on the phone with Expedia trying to resolve this issue. The manager told me that the only thing he could do was offer me a $100.00 dollar voucher to a hotel. Expedia did turn around and charged me another fee for re-booking. I explained that the flight was wrong and that they had to have had a glitch in their computer systems and was basically called a liar. I called the insurance company spoke to an agent, she stated that Expedia did have some glitches in their computers but could not verify if it was the same date that I had booked the flights. I then spoke to another agent from the insurance company and she stated that their company does not cover glitches in the computer for a refund. I then explained and asked why I spent approx $122.00 dollars for Insurance? I gave the information to the Attorney General's Office for some type of resolution, I was told that the phone calls that were placed to Expedia were never returned. I will be seeking (hopefully) a small claims complaint against the company. I have reached out to them (Expedia), my Credit Card Company and the Attorney General's Office with no resolution. I have even given them a poor rating on reviews and never heard anything from them.
The whole flight with me and my wife cost approx $2800.00 dollars for a flight from Boston to Miami, and from Miami to New York, then to Boston.
Expedia.com Response
• Jul 06, 2020
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
airlines departing Boston, MA to Miami,
FL on April 14, 2019, and returning April 14, 2019 for two adults.
And a cancellation plan with Travel Guard. We
understand Ms. is requesting a refund for an exchange made to the flight as well as the
cancellation plan.On
March 11, 2019, Ms. or an authorized user of the account called to change
the seats on the purchased flights. The Expedia representative processed the
change of seats. The customer was charged $1127.20 for the exchange. Per our
records, the dates have not changed since the original booking date on February
27, 2019. On March 22, 2019, we reviewed the session during the customer’s
purchase and found the dates the customer had agreed and confirmed was for a round-trip
same day return on April 14, 2019. The
cancellation plan was refundable within 15 days after purchase.Due
to the information provided, we are unable to provide a refund for the exchange
and cancellation plan. 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
Customer Response
• Jul 14, 2020
Complaint: ***
I am rejecting this response because:First and foremost I had called *** and they sent me the information stating that I had ticketed the flight for Feb 27th and it clearly stated that the tickets dated Feb 27th was for travel (Boston to Miami 4/14 and returning 4/21 Miami to New York and then to Boston). Again I told them that I would not have scheduled a flight like they are talking about when during that week April 14th thru April 21st me and my wife were going on a cruise so we could not possibly fly back on the 14th. I spoke to a number of people in regards to this. I also spoke with representatives of the insurance company and they had reported to me that they (Expedia) did have a glitch in their computer system. I even spoke with the insurance co after paying the $122.00 for the insurance and the representative (Maria) stated that glitches in Expedia's computer system is not covered by the insurance. I have never received a refund from Expedia in regards to the $122.00 dollars spent or any other compensation.
I had notified the Mass Attorney General's office on my behalf and they reported that they have never received a call back from Expedia in an attempt to rectify the situation.
This is Mr. responding not Ms. responding to this complaint
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Good Morning
I booked a flight to see my son in Florida and I went online to cancel after the pandemic broke out. This was what I was instructed to do at the time as it kept changing daily. Expedia gave me a credit but never gave me me my money back for the insurance I purchased. After the day went by that my flight was scheduled, *** canceled my flight. By law since the flight was canceled, I should be refunded full by the type of payment I used. I should be refunded the full amount to my credit card. It took weeks to get thru to *** on the phone and they said to contact Expedia. I called them and the person I talked to was rude and said they couldn't help me.
Expedia.com Response
• Jun 30, 2020
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** airways
departing Boston, MA to West Palm Beach, FL on
April 2, 2020, and returning April 7, 2020 for one adult.
And a travel protection cancellation plan with Travel Guard. We understand Ms. is
requesting a refund for the flights due to the Covid-19
pandemic.On
March 17, Ms. or an authorized user of the Expedia account cancelled
both the flight with *** and the travel insurance with Travel Guard. The flights
did not incur any flight disruption, not did the airline cancel prior to the
cancellation of the flights which does not qualify for a refund by ***, however
the airline has extended future travel credit for the passenger. The customer
may re-book new travel through January 4, 2021. Change fees will be waived by
the airlines, while fare difference may apply. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies. 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 had reservations for the *** Hotel *** in Vegas for 3/22-3/24/20. Expedia sent me an email on 3/17/20 @ 4:04 P.M. (I have a copy) stating that the hotel will remain closed and they had no choice but to cancel my booking. They stated the refund would be in the form of the original payment made within 2 billing cycles. I had not received any refund so I contacted them on 4/21/20 (they have a record of this call). The customer service rep stated that I had cancelled the hotel and I told her I did no such thing as we did not cancel our trip and informed her of the email Expedia sent me stating they cancelled it and would be refunding me and I read her the entire email. The woman said she would open a file and they would get back to me. I did not receive a call back or email so I contacted them back 5/19/20. I spoke with Ryan who saw I called on 4/21 and apologized for nothing being done. He said he would send me an email and I should send a screenshot of the email stating they were refunding my money. I got the email and sent the screenshot and their response was that they could not assist me (I have this email string as well) and then referred me to additional steps to try, which I already did. I even tried calling the hotel and they stated the reservation was made through Expedia and they are the ones who would refund it to me.
Expedia.com Response
• Jul 07, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: We can confirm our customer
made a reservation to stay at *** Hotel *** for March 22-24, 2020
with a non-refundable change or cancel policy. This booking was cancelled by
our customer online March 16, 2020 with full penalty applied.On April 21, 2020 our
customer reached our customer care stating they were expecting a refund because
of an email received after cancelling. Our customer care representative created
a case for the offline team to follow up. On May 19, 2020 our
customer team reached out via email to our customer requesting a screen shot of
the email noted by the previous representative. There was some back and forth
between customer care and the customer, but there is no screen shot of the
email showing the customer was due a refund. Customer care advised the
customer for immediate assistance they should call customer support and gave
our customer the toll free number. On May 20, 2020 our customer
replied via email to our customer care that they have attempted to reach out by
phone but was not successful. Included in the email our customer stated they
were consulting an attorney at which point our customer care can no longer
address any emails or calls until the legal matter is settled. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. Because we understand how the
customer feels we have issued a refund of 108.54 USD to the method of payment
used when booking. Due to unprecedented volume of travel disruptions, refunds
may take up to 10 days to process. A system generated receipt has been
sent to the email address used when booking.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 08, 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. Attached you and Expedia will see where I sent the screenshot of the email they sent to me along with the original email showing that they cancelled the room not me due to the hotel closing and they were going to issue me a refund. I look forward to receiving the refund, which has not arrived yet.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a round trip flight for my sister to visit from Seattle, WA to Charlottesville, VA. However, then the COVID-19 pandemic hit and the flights were cancelled. Expedia sent me an email saying they would issue a refund due to the cancellation, however they have not responded to my email attempts, I have also attempted to contact them via their online chat function multiple times, even staying on the chat for over 4 hours multiple times, however they have never responded on the phone or online, despite saying they'd be me entering my itinerary number and waiting for extended periods of time.
Expedia.com Response
• Jul 02, 2020
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) wants a
full refund.Our records indicate on February 7, 2020, Mr. or an authorized user of the Expedia account, self-booked one round trip
flight on *** Airlines, departing on April 25, 2020 from Seattle, WA to Charlottesville,
VA,, and returning on May 7, 2020 via ***. We can confirm on April 24, 2020, Expedia
emailed customer and advised the flight had been cancelled by *** Airlines
due to the corona virus. The customer asked for a full refund.After further review on July 2, 2020, reviewed the Expedia account and the ***
Airlines record. Expedia contacted *** Airline as the ticket status was
showing as suspended. *** Airlines
advised the ticket was suspended because it was a Basic Economy Fare and it was
not cancelled prior to departure. ***
Airlines advised to contact their specialized department after 9am and they
would be able to assist. Expedia spoke with an *** Airline agent
and he advised he opened the ticket and advised a full refund is applicable waiver
code. Expedia submitted the refund via *** Airlines system. *** Airlines will issue a refund to the
customer card ***. If the airline, processed the
charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, 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
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 will continue to monitor my account for a refund from the airline. Thank you for assistance!
I have been with them since their begining, BUT now they are doing such a HORRIBLE customer service that I will never ever buy a single flight ticket, hotel rese rvation or ANYTHING from them .As you will read on all the other reviews they do not know what the hell they are doing OR they dont want to help. They give invalid phone numbers for Airlines which is not in the USA and after difficulties of calling the Airlines they point out that tickets were bought not directly from them but from Expedia and they dont resolve problems . ITS A NIGHTMARE. ANYBODY from EXPEDIA HEADQUARTERS please do read these reviews otherwise you will have law suits pending on you. What you are doing is a very bad bussiness practise and hopefully a judge will give you your lesson and beleive me it will cost you a lot to put all these people in situations like this and I hope from the bottom of my heart you yourselves experience this kind of treatment .SHAME ON YOUR COMPANY. By the way I asked my credit co to open a dispute and I will fight with you .
I am filing a complaint about not receiving a full refund as promised to me by Expedia. Per email from Expedia dated 3/22/20 if I cancelled my hotel stay for itinerary #*** I would receive a full refund within 30 days.I cancelled the reservation the next day 3/23/20. As of today I have not received anything from Expedia, I contact them on s weekly basis and get the runaround with no solution, I offer to forward the email they sent to me and I'm told there is no way to forward them an email, total amount due 121.35 which I can really use. The flight and other hotel stay also cancelled and have already provided a full 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
made a reservation to stay at Hawthorn Suites by Wyndham Augusta for April 10-11,
2020 with a non-refundable change or cancel policy.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. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. We are happy to see taha a
refund of 112.35 USD was issued to the method of payment used when booking. Due
to unprecedented volume of travel disruptions, refunds may take up to 30 days
to process. A system generated receipt was sent to the email address
used when booking.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 STATEMENT
On January 14, 2020 I booked a trip to Dublin, Ireland for my family. This consisted of (4) *** Airline plane fares and one hotel booking. On or around March 16, 2020 I learned that the *** States Government announced a travel ban due to the Coronavirus-19 epidemic. This ban included Great Britain and Ireland. The U.S. Embassy in Ireland as this time also announced that Americans traveling to Ireland would be required to self-quarantine or self-isolate for 14 days upon arrival.
My travel plans were for a five-day stay at a hotel in Dublin, Ireland in June 2020. Due to the need to self-quarantine, it remains unclear whether I would be able to leave the airport, procure transportation to the hotel, and/or have the embassy declaration be cited by transportation or lodging services to deny my family entry to the hotel made through Expedia. Furthermore, due to health conditions and the COVID epidemic, there is no indication that the airline is following the CDC recommendations on social distancing on airline flights. Thus, these ambiguities severely disrupted the certainty, safety, or any guarantees of services and booking I paid for.
I tried to call Expedia numerous times and filed an online request (March16th) for full refund due to the travel restrictions which appear to be indefinite. During the course of my phone calls, I was placed on hold for over an hour (for 2 hours in one case). On a couple of occasions the calls dropped from signal. Due to the inability of the company to respond to me and holding over $4,000 of payment for services that were unlikely to be received, I filed a dispute with American Express, my means of payment.
Expedia did not respond to me until a full month after my initial request for refund—they responded by email on April 17th. Due to the untimely nature of their communication, I was unable to reasonably alter or modify my travel plans. The offer of a credit is a deficient remedy and instead I am kindly requesting a full refund.
Thank you for your help in resolving this matter
July 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) wants a refund of $4012.99.Our records indicate on January 14, 2020, Mr. or an authorized user of the
Expedia account, self-booked four round trip flights on *** Airlines,
departing on June 23, 2020 from Newark, NJ to Dublin, Ireland and returning on June
29, 2020 along with a five night stay at *** Hotel via ***. We can confirm on April 21, 2020, Expedia
emailed the hotel cancellation email to the email address on file. The email advises there was no refund for
cancelling the hotel reservation.On April 29, 2020, an Expedia representative
noted the *** Airlines record that the customer requested to cancel due to
COVID19. The representative noted the
customer was advised of the future travel credit and the rebooking policy.On June 12, 2020, our representative emailed
the customer a cancellation email which provided the value of each ticket for
the future travel credit. After further review on July 3, 2020, Expedia reviewed the Expedia account, the *** Airlines record and the hotel
reservation. The hotel reservation
cancellation email was sent to the customer’s email address on April 21, 2020.
The email advised the reservation was non-refundable. Expedia called the hotel and they authorized
Expedia to issue a refund of $964.59 for the reservation, the hotel advised
they cancelled the reservation on April 21, 2020. The refund will appear on the original card
charged with the next 30 days. The ***
Airline record shows the customer requested to cancel the reservation on April
29, 2020 per our representative documentation. Expedia contacted *** Airlines
and they advised the reservation was cancelled before any schedule changes
occurred, so a future travel credit is applicable. *** Airline advised new travel must start
travel by January 14, 2022, no change fee is applicable, the customer is responsible
for any fare increase in fare. Mr. will need to contact OUR Customer
Service Department at 877-227-7481 when he is ready to exchange the tickets.We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carriers and merchants of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, 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
I explained that the correspondences went to my spam folder and I only learned what happened on when a refund was issued to my credit card. I am not satisfied with the partial refund as I requested and with good reason a full refund since I have not and cannot for the foreseeable future use any credits or other remedies. If they can issue a refund for the hotel, which is an admission on their part, then why not the other. The flight was re-scheduled which, etc. I did not agree to close the case because I did not received the correspondence in a timely manner. Can you re-open or do I need to file a new case?
Thanks
August 5, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint
regarding a refund. We understand that Mr. is requesting that Expedia issue a full refund
for the flight reservation. Expedia stands behind our previous
responses. We have verified since the last Revdex.com rebuttal complaint was
addressed on August 3, 2020, there
have not been any changes, calls or inquires on the account. The United
Airlines record is noted that our representative cancelled the booking per the
customer request on April 29, 2020. *** Airlines policy for the cancelled reservation is a future travel credit, not a
refund. Expedia previously contacted *** Airlines to confirm their
policy and they advised the reservation
was cancelled before any schedule changes occurred, so a future travel credit
is applicable. *** Airline policy
states new travel must start travel by January 14, 2022, no change fee, the
customer is responsible for any fare increase in fare. The customer must
contact our Customer Service Department at 877-227-7481 to exchange the tickets. Expedia previously advised on April 3, 1010
we received a dispute from the financial institution. On May 18, 2020 the
dispute was settled by the financial institution and they returned the funds to
Expedia.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, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because I did not cancel my flight reservations. I asked for a refund and Expedia decided to cancel. Therefore I am not subject to the policy. They can sell the credits to another party. I am entitled to a refund, which they have already obtained for hotel reservations.
Sincerely
I booked a trip to New York for a bachelorette party with my family for August. We paid and got the vacation insurance which allows a refund if trip can't happen. I called Expedia.com to get the order cancel because we are unable to go since the state of New York is pretty much closed until September. I have now called 4 times (***) and EVERY SINGLE TIME the representative hung up on me. I have been in the queue for 2 days now totaling 5 hours hold time. I just want my money back for the flights. I was told my Karem that the vacation insurance has been "froze" and unable to use. What is the point of buying insurance if you can't use it!!! I WANT MY MONEY AND TO QUIT BEING HUNG UP ON!!!
June 18, 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 ***) regarding a flight reservation.
Our records show on February 27, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia website under itinerary ***. Travel is with *** and *** Airlines, traveling from Columbia, SC to New York, NY departing on August 6, 2020 and returning on August 9, 2020. The package includes a Travel Protection Plan with a hotel stay at New York ***, New York, NY for a check in on August 6, 2020 and a check out on August 9, 2020, for a total of $1,960.26. We understand Ms. is requesting that Expedia refund the airfare portion of her package based on purchasing the Travel Protection Plan.
On May 19, 2020, Ms. contacted Expedia to cancel both the flight and hotel, therefore, we advocated by speaking with the hotel to request a refund on Ms.’s behalf. We then provided the rules of *** and *** airlines of non-refundable. The balance of $741.06 for the hotel accommodation was refunded back to the customers original form of payment. On May 26, 2020, Ms. contacted Expedia to request a full refund of the airfare portion of the package. We verified *** Airlines flexibility policy on their website, shows that Ms.’s booking value, of $377.60, became a travel credit. Regrettably, *** Airlines is not permitting a refund. The penalty fees to use the credit are waived given that travel is completed before, December 31, 2021. This policy is based upon the airlines non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the outbound flight.
In regards to the *** Airlines flexibility policy on their website, shows that Ms.’s booking value, of $733.60, became a travel credit. We regret that, *** Airlines is not permitting a refund. The penalty fees to use the credit are waived given that travel is completed before, September 30, 2022. In order to use the airfare credit, restrictions do apply, further information pertaining to the credit will be provided upon its use. This policy is based upon the airlines non-refundable restrictions. In addition, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the return flight. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to each airline’s policy. Upon review of the Revdex.com Complaint, on June 17, 2020, Ms. stated that she cancelled the entire package and she purchased the package plan to guarantee a full refund. We used our tool which allows us to see the customer’s booking confirmation, Expedia confirmed our site advised the following; No fees for (one-time) flight change, cancel and use your airline (credit) later, receive 100% refund on hotels and activities. This detailed package plan, with redemption instructions, was emailed to Ms. after booking via the confirmation. See the following instructions disclosed to Ms. on February 27, 2020:https://www.expedia.com/vacation-waiver-termsHow do I redeem credits from travel providers?To redeem travel credits you've received in connection with the Vacation Waiver, you must contact Customer Service. You'll also receive a refund for any change or cancellation fees imposed by the travel provider when you redeem your credits. This refund will be paid to the form of payment used to pay the initial fees.How do I get a refund for my flight?First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.Note: that the full price of the new ticket may be greater than the price of your original flight.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authorityCombined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes you to make changes to the other flight, you will be responsible for any fees incurred for making changes to the unaffected flight.Vacation package restrictions are available for Ms. records below:*** Airlines Restrictions:
Tickets are nonrefundable, nontransferable and name changes are not allowed.*** Airlines Restrictions:
Tickets are nonrefundable, nontransferable and non-changeable and name changes are not allowed.
New York *** Restrictions: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.
Although, we recognize that airfare credits do not align with Ms.’s request, know that (COVID-19) is an extraordinary circumstance that our travel suppliers are working through, which places Expedia into the position of passing on both airlines specific directives.
To address Ms.’s statement of her disconnected calls with Expedia our records show two fully serviced calls from Ms. and no record of a disconnection. In light of Ms.’s experience Expedia issued a Hotel Voucher of $100.00 to her Expedia account valid until, July 31, 2021. Kindly note the vouchers rules before its use.
We can be reached at the following number, (877) 227-7481, for airfare credit assistance. Due to the information provided above Expedia is unable to honor Ms.’s refund request.
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,Melanie ***Corporate Correspondence Team
Advert. claims prior to cancel that you may cancel before said time and rec. full refund. After cancel, refund time is up to 30 days to rec. Expedia owes total refunds.
View itinerary for *** Resort & Conference Center, ***
*** Resort & Conference Center, ***
5/8/2020 - 5/10/2020 Itinerary # ***Canceled
View itinerary for *** Resort & Conference Center, ***
*** Resort & Conference Center, ***
5/8/2020 - 5/10/2020 Itinerary # ***Canceled
View itinerary for *** Resort & Conference Center, ***
*** Resort & Conference Center, ***
5/8/2020 - 5/10/2020 Itinerary # ***Canceled
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 three reservations to stay at *** Resort & Conference Center for
may 8-10, 2020 with free cancellations/change until 12:00 PM local hotel time,
Thursday, May 7, 2020. On May 4 and 5, 2020 our
customer cancelled their bookings without penalty. It is important to note that
due to the unprecedented situation affecting a great number of people's travel
plans, an extraordinarily high volume of cancellations were being processed
which caused a delay in processing. Unfortunately, we have no control
over how fast refunds process.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 refunds for each booking
processed fully on May 19 and 20, 2020, inside of 30 days from cancelling. We
can confirm when we processed the refunds but are not able to see its status in
our customers bank. 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 | ExpediaTell us why here...
Our trip from 3/27/20-3/30/20 was cancelled due to the COVID-19 pandemic. I understand this was out of everyone's control however, since we were unable to travel, I expect a full refund issued either to my Discover card or a check issued from Expedia since services were not rendered. I paid in full for the trip and I feel that I should be fully reimbursed since we were unable to attend. I don't know why my money isn't being credited to my account.
July 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one-way fare with
*** airlines departing Pittsburgh, PA
to Nassau, Bahamas on March 27, 2020, and returning March 30, 2020 for two
adults. And a three night stay at the *** All Inclusive in Cable
Beach. We understand Ms. is requesting a
full refund for the package due to the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
outbound and return flights with *** airlines. Before cancellation, the
flights did not encounter a schedule change or flight interruptions which does
not qualify the tickets for a full refund. However, *** airlines has
extended future travel credit for each passenger. Each passenger must complete
new travel by December 31, 2021, change fees will be waived by the airlines,
while fare difference may apply. The
hotel reservation with Breezes Resort was booked non-refundable, and cannot be cancelled without a penalty equal to
the full amount of the reservation. Expedia had messaged information to the
customer before check-in on how to cancel the hotel stay which may include
eligibility for a coupon equal to the value of the reservation. We have however,
contacted the property to request for a waiver to process a refund. The hotel
representative advised all request are to be sent via email, and mentioned response
times may be a delayed due to the unprecedented volume of requests they are
currently receiving due to the Covid-19 pandemic.An
Expedia representative will contact Ms. directly via email with any
updates we receive from the hotel. Refunds are not a guarantee and subject to
hotel approval.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: services were NOT rendered and we are asking for a complete refund. We paid on time and now want our money that is ours returned in full.
Sincerely
July 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response and/or resolution offered.Before cancellation, the flights with *** airlines did not encounter a schedule change or flight interruptions which does not qualify the tickets for a full refund. However, *** airlines has extended future travel credit for each passenger. Each passenger must complete new travel by December 31, 2021, change fees will be waived by the airlines, while fare difference may apply.We understand that the customer is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what Ms. was looking for, but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. The *** All Inclusive has responded to the refund request and was unfortunately denied. The hotel is allowing Ms. to re-book new dates with the property by March 2021. Prior to the completion of cancelling the reservation Ms. was advised there is no refund when cancelling this reservation. As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. When the customer purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to override those policies.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
We want a refund for our trip that we did not take in March 2020. The airlines were not traveling to the Bahamas, it was on the *** Airlines website. We paid in full up front when we booked, now that the vacation was not taken due to the pandemic, we want a refund. This is unacceptable that you took our money and won't return it in the manner of how it came to Expedia.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I purchase flight tickets for my family and I to fly to Manila June 29 to July 13 in February. I was contacted by Expedia to cancel the flight due to Covi-19 via txt message.. The message read just press cancel and no other action are due on your part. I pressed the cancel button and awaited my refund that never came. I contacted Expedia on 5/20 as*** for my refund and they stated it went to airline credit and the travel insurance was gone no refund. I asked why the CSR stated to me that was the policy and they are unable to provide a refund even if Expedia initiated the cancelation of the reservation. My reservation number is *** and I lost $168.00 dealing with this company.
I asked to get the flight insurance reinstated for I will be ta*** the flight and they said I need to pay another fee.
July 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) wants a refund of $2789.00.Our records indicate on February 2, 2020, Mr. or
an authorized user of the Expedia account, self-booked four round trip flights
on *** Airlines, departing on June 29, 2020 from Washington,
DC to Manila, Philippines and returning on July
12, 2020 with the Flight Protection Plan via ***. We can confirm on April 22, 2020, the customer
cancelled the Flight Protection Plan. Expedia emailed the cancellation email to
the email address on file. The email advises
the protection is cancelled, not refunded.On April 30, 2020, the customer cancelled
the reservation via electronic web form. Expedia emailed the flight cancellation confirmation to the email
address on file. The email advised the
cancellation caused a flight credit to be issued.
On May 20, 2020, the
customer called in because he cancelled the reservation online and
wants a full refund. Our representative
reviewed the airline policy and determined the customer was eligible for a
flight credit. The customer advised that she wanted to reinstate everything or
get a full refund for flight and insurance. After further review on July 3, 2020, reviewed
the Expedia account and the *** Airlines record. The *** Airlines record shows the customer
cancelled the reservation via electronic web form. Contacted *** Airlines and they advised there
is a future travel credit that was applicable to the cancellation. New travel must begin by February 2, 2022.
*** Airlines suggested that the customer could file for a refund on ***.com/refunds
but there is no guarantee that a refund would be issued.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were loo*** for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his boo*** on our website, Mr.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your boo*** if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are not able to honor the
request for refund. Thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Expedia will not refund my flights because they say the flight isn’t canceled it their “systems” so I connected them with the actual airline and the air line (***) personally told them my flight was canceled so Expedia then changed the story and said well they still can’t give me a refunded because that isn’t *** policy but I explained that I should be given a refund due to department of travel mandating them to refund flights changed due to cov19 and *** also told me they are supposed to give me a full refund after I told him this he started talking about it’s not canceled so I asked him to call but he wouldn’t the only way to find out it’s canceled is my calling there is no other way . I want all of my tickets refunded . (The supervisor name was jack the rude lady that told the supervisor that I can’t get a refund name is Kate)
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a refund of $664.00,Our records indicate on February 10, 2020 , Ms. or
an authorized user of the Expedia account, self-booked four one way flights on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***.
Our records also indicate on February 11, 2020 , Ms. or
an authorized user of the Expedia account, self-booked a one way flight on ***,
departing on June 14, 2020 from Tijuana, Baja
California to Mexico City, Distrito Federal, Mexico via ***. We can confirm on March 3, 2020, the customer called in because of an airline
schedule change. The representative
reviewed the record and noted the flights were updated and the exchange fee was
waived. The customer kept same date just a shorter flight/On June 11,
2020, the customer called in stating her reservation shows as cancelled. She wanted to know who cancelled her
reservation. The representative
reviewed the record and advised the reservation was cancelled by ***.On June 26, 2020, the
customer requested to be refunded. Our representative
reviewed the airline record and confirmed the record did not qualify for a
refund. The customer was sent an email apologizing that no refund could be offered
but advised of the future travel credit.After further review on July 2, 2020, Expedia reviewed
the Expedia account and the *** record. On June 26, 2020, Expedia emailed the customer and advised a refund was
not applicable but the airline future travel credit would be applicable per the
airline. *** policy states travel must be rebooked and completed before
March 31st, 2021. *** is waiving
the exchange fee, if there is an increase in fare it will be the customer responsibility. The customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the operating carriers and merchants
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have purchased a vacation package on Jan 13, 2020 just before the corona virus. With this vacation package I have purchased a insurance protection just so I could cancel if needed. Once the corona virus was an issue, I have cancelled the vacation. Expedia told me that because I got the insurance, there will be no issues to get the money back, and that is where it ends. *** Airlines refuses to return my money and Expedia will not talk to them. I am out $461.98.
Itinerary #
July 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** airlines departing Chicago, IL to Cancun, Quintana Roo, Mexico on March
24, 2020 for 2 adults. We
understand Ms. is requesting a refund in the amount of $461.98 for the cancelled flight
using the travel protection vacation waiver.On
March 2, the customer sent an email with a screen shot of the cancellation made
directly with *** airlines which shows a cancellation fee of $180.00 had
been charged, and $45.98 for the non-refundable carrier fees. The airline
processed a credit for future use in the amount of $236.00 valid through May
31, 2020. The vacation waiver refunds
any amount withheld by the travel provider as a change or cancel fee. On March
4, Expedia processed a refund for the cancellation fee in the amount of $180.00.
The remaining amount of the $236.00 could have been utilized for a future
flight with *** airlines. The customer may view the complete terms and
conditions of the vacation waiver at: https://www.expedia.com/vacation-waiver-terms.Unfortunately we are unable to provide a full refund of $461.98
due to the information provided. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
MMy husband had a heart surgery and he can't travel right now. The travel at a later date doesn't fit the schedule as it is not an option at this time. My husband is 70 years old. After heart surgery like this he needs to rest not travel. I purchased the insurance to be able to cancel it for a full refund, as what I was told.
Complaint: ***
I am rejecting this response because:
Sincerely
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.We understand the extenuating circumstance Ms. and
her husband is going through at this time. Expedia is unable to provide a
refund for the flight with *** airlines. We kindly ask Ms. to contact
*** to inquire on a possible refund and note the current circumstances with
the screen shot she has provided as reason for the inability to travel at this
time. Please note, refunds are subject to approval by the
airlines and is not a guarantee. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I have purchased the insurance and I have been advised that I can cancel the trip at any time and I will not have to pay any charges. Well, this is the time to live up to the insurance that I have purchased, otherwise, what did the insurance cover, just a portion of it?
Complaint: ***
I am rejecting this response because:
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I have reserve a package with my 3 boys to Miami schedule for May 23rd-may 29 2020 already paid in full. after the Covid-19 I called them on 03/22/2020 we need it to cancel the trip I was told by the 1800 number that under the circumstances I'll be reimbursed back to my credit card but I did not get reimburse all of it they gave me the hotel & the rental car credit but I never got an email or call or any correspondence at all. I call them via computer with out no results was online for over 1hour with no results.
call 1-877-227-7481 05/11/2020 talked 2 people for over or close to 1hour back in forth her name was July she was telling me 1st that the only way I'll be able to get the credit was to schedule with a 1 yr to schedule again to go to Miami which I thought it was so crazy since from the beginning I will be reimburse, she told me after that she need it to put me on hold to find more info, when she came back on the phone she said the best thing you can do is file a claim with my bank or credit card.
Them she said that she will send this case to her customer care department that this may take up to 8 to 10 days to get resolve. she also said that the credit will be use with in the US not only Miami with 1 yrs of the purchase. I rec a respond right the next day by the customer care that all they can do was to give a credit to book anything again with in 1yr.
July 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
airlines departing San Francisco,
CA to Miami, FL on May 23, 2020, and returning May 29, 2020 for four adults. We understand Ms.
*** is requesting a refund for the flights
due to the travel restrictions following the Covid-19 pandemic.On
March 23, Ms. or an authorized user of the account cancelled the
flight reservation via self service on the Expedia website, and received an
email stating a flight credit will be issued for the cancellation rather than a
refund. The flights did not encounter a schedule change flight interruptions
before the cancellation which does not qualify for a refund using the *** airlines
flex policies for Covid-19. The airline has extended future travel credit for each
passenger however. The customer must complete new travel by December 31, 2021.
Change fees will be waived by *** airlines, while fare difference may
apply. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked through Expedia on 1/8/2020 to stay at the *** Hotel in *** 4/5/2020-4/9/2020 that was a total of $604.87 and non-refundable (Itinerary number ***). On 3/12/2020 when it was clear that travel internationally was inappropriate and dangerous, I contacted Expedia via email about cancelling my reservation and inquiring about a potential refund, since my flights I had booked to Europe itself was cancelled (flights not booked via Expedia). The Expedia agent said that in order to receive a refund, I should contact the *** hotel directly. I messaged the hotel through the Expedia website, and on March 18, 2020 the hotel said they cancelled my reservation and said they would issue a full refund without penalty. However, since the booking was made through Expedia, the hotel said they would refund Expedia and I should contact Expedia directly to receive a refund. On 5/26/2020, Expedia sent me an email stating that the hotel itself was closing between 4/1/2020 and 4/15/2020 (when I was supposed to stay at the hotel) and that Expedia would be issuing me a refund IN FULL to my credit card since the hotel itself cancelled my reservation and it was closed and impossible to stay there. On 4/13/2020 I received an automated email from Expedia that said they made a system wide error and mistakenly sent me that email on 3/26/2020 saying I would get a refund to my credit card and that instead they would issue a coupon/voucher for a future stay and an additional 20% off coupon for a future stay for the inconvenience of sending the incorrect email. I called Expedia on 4/13/2020 and spoke to an agent to clear up my confusion about the incorrect email. The representative stated that this mass email sent to me on 4/13/2020 was actually a mistake and that in actuality I WOULD receive a refund to my credit card (original form of payment). They said the email sent on 3/26/2020 about getting a refund was correct. On that same day, 4/13/2020, Expedia sent me an email with confirmation that I would receive the $604.87 refund to my American Express, saying the refund was processed on 3/26/2020 and I should receive it to my credit card in 30 days. On 5/20/2020, after still receiving no refund, I received an email from Expedia that my voucher was ready. It was a voucher for the dollar amount to be used at the *** within 12 months. I once again called Expedia, confused why I had received prior emails stating a refund and verbal confirmation of a refund, but now I was getting a coupon. I spoke to both a representative and her supervisor who stated all prior emails that said I would get a refund and the agents who told me I would get a refund were all incorrect. They openly admitted that these emails their company sent to me were all erroneous and meant nothing. They said they had an agreement with *** to only offer coupons to customers who booked with them. Even when I explained to them that *** hotel had already told me on 3/18/2020 they refunded Expedia with no penalty and I should get a refund from Expedia, the supervisor said this email was also not correct. When I asked when they reached an agreement with *** about issuing only coupons to customers (whether this agreement was made prior to the hotel saying they would refund my stay or not), he could not provide me with that information. He said the fact that the hotel was closed during my reservation was not relevant. I am extremely disappointed in this company. This is a large company that is openly admitting to sending multiple incorrect emails and that their agents' prior words of verbal confirmation of a refund mean absolutely nothing. This type of lying to customers is extremely inappropriate, and at the very least they should honor their words they would offer me a refund. Them sending erroneous emails, and then their agents saying their erroneous emails are actually erroneous, shows how haphazardly this company performs its operations. It is important to note that I am in healthcare and cannot travel within the next 12 months internationally, but Expedia of course does not care about their customers or what their word means. I would like a refund in full to my credit card both because they have promised me that verbally and in written form, and because they should at least do it given the inconvenience and unnecessary stress they have caused me.
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 *** for April 5-9, 2020 with a non-refundable change or cancel policy.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.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.The method payment used when booking had expired so I contacted the customer and issued a refund of 604.87 USD to the card provided over the phone. Refunds may take up to 7 business days to process. A system generated receipt has been sent to the email address used when booking.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. Expedia has issued me a refund in full.
Sincerely
I booked a vacation to Belgium with Expedia in November 2019. The total cost was $2501.28 which included airfare on *** Airlines, 4 nights hotel at Hotel ***’ *** in Bruges and a package protection plan with Travel Guard. Then COVID-19 happened and in mid-March international travel came to halt. Sometime in April my airline flights with *** Airlines were canceled either by *** Airlines or Expedia, I am not sure which. I contacted Hotel ***’ *** in Bruges to see what their cancellation polices were and they said if the reservation was canceled 48 hours prior to check in there would be no charges. Around the end of April I contacted *** Airlines and they said the reservation had been cancelled and they would refund the seat upgrades I had made directly with them but thy were holding no monies for the flights and that would have to come from Expedia. On May 7th the refund for the seat upgrades was posted on my charge account. When I finally got thru to Expedia and open a case # with them requesting a full refund. I later heard back from Expedia and they said I had two vouchers, one for $1346.64 for *** Airlines. The second voucher was for Hotel ***’ *** Bruges for $955.00. I needed to use the voucher within 12 months and at Hotel ***’ *** Bruges. The $199.64 paid for the package protection plan was non-refundable and lost.
While I appreciate that Expedia made some allowances for COVID-19 they were not out any of these funds and still held all these monies. With travel still very uncertain for perhaps years until a vaccine is developed for COVID-19 I feel it would not be unheard of for Expedia to refund the entire cost of this vacation package.
I purchased a ticket through Expedia in November 2019 for a trip to London. Upon learning that flights to Europe would be restricted due to Covid-19, I called Expedia to cancel my flight. They told me I had to contact *** since that was the airline I would be flying on. After waiting for several hours (about 7) I finally spoke with *** and they told me that I needed to contact Expedia since I did not purchase my ticket directly through the airline. This was communicated on March 12 around 5:47 a.m. When I tried to contact Expedia, their system was down. I kept trying to contact them to no avail. I disputed the charge with my bank but was not able to resolve the issue but to no avail since I needed Expedia to resolve the issue. I contacted Expedia, they acknowledged that it was due to their systems being down that I was unable to cancel my flight. They said *** had taken over the ticket (again, no clear direction on who is actually responsible for my refund. As of today, Expedia emailed me to let me know that they would not be giving me a refund not a credit per the airlines policy. This is my opinion is fraud. I did not travel to no fault of my own and was not able to cancel through no fault of my own. Their systems were down. I am upset at the fact that they could be allowed to keep my money even though I did not use their services.
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) wants a
refund of $393.25Our records indicate on November 19, 2019, Ms. or
an authorized user of the Expedia account, self-booked one round trip flight on
***, departing on March 13, 2020 from Orlando,
FL to London, England, UK. and returning on March
20, 2020 via ***.
We can confirm
on May 18, 2020, the customer called to cancel the reservation as she did a no-show
due to COVID19. Our representative
reviewed the airline record and the ticket is suspended. Our representative contacted ***
to open the ticket. *** advised since the ticket was suspended and
not cancelled it is not eligible for credit or refund.From May 18, 2020 through May 20, 2020, on
multiple occasions Expedia emailed
the customer and advised that *** advised they declined refunding or
offering a future travel credit for the reservation. The customer replied and
advised she disagreed and that she would be calling the airline herself. Expedia
emailed the customer and advised we must follow the airlines policies.After further
review on July 2, 2020, Expedia reviewed the Expedia account and the *** Airlines
record. The first documentation on the Expedia
account was from May 18, 2020 and the customer was inquiring on a refund for
the flight. In review of the ***
Airline record there is no documentation on their record about cancelling/refund.
*** Airlines advised the tickets were marked as suspended because the record
not cancelled prior to departure and they marked it as a no-show. The ***
Airline fare rule state the ticket is non-refundable due to cancel/no show.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use,
which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I did call to cancel the ticket but *** and *** for that matter told me that I had to cancel through Expedia because that’s who I purchased the ticket through. When I called Expedia on multiple occasions, their services were down and that is well documented that they were having issues. How could I have canceled so far in advance when the UK was not under a travel ban until 2-3 before my trip. I am not the only one who is going through this with Expedia. Two of my friends are going through the same situation. Phone lines are down, and I could not contact Expedia. The flight was not canceled because it couldn’t be due to no fault of my own. I tried. I even waited on the line to speak with both *** and *** two days prior to my trip and they both told me to contact Expedia. I am not responsible for Expedia’s phones being down (again, well documented). No one could contact them during this time. I have always used Expedia for my travel needs and if they look at the record, I have never canceled a flight and if I did, it was in the 24 hour time allotted. I did not travel to no fault of my own. This is fraud. Expedia created the issue with their services being down and now refuse to offer a refund. Everyone else is very accommodating given the unprecedented pandemic. Why is Expedia or the airline companies exempt when they were the main ones affected by this due to travel. I need a refund or a credit. This is not right. I did not create the situation, Expedia did. I should not have to forfeit my hard earned money because Expedia’s phones were done. Again, this is fraud. They created the impracticable situation where I could not cancel. I want a refund.
Sincerely
July 13 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting a refund for $400.00 for her
fight reservation. Expedia has reviewed the details of the previous
cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
Since the last Revdex.com complaint was received and responded to on July 2, 2020,
Expedia stands behind our initial response. There have not been any notes or documentation on
the account since the last Revdex.com complaint. *** Airline marked the record as a
no show and advised the tickets were marked as suspended because the record was not cancelled prior to
departure. *** Airline advised fare rule state the ticket is non-refundable
due to cancel/no show. The customer may want to go onto https://www.***.com/contactus/commentComplaint and submit her complaint to *** Airline as Expedia has to follow the
guidelines *** Airline advised us of.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,Di-Di
*** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because I was told that it was *** I needed to contact this entire time and now I’m being told to contact ***. Coincidentally, *** was the first airline I contacted but agin, they told me I needed to go through Expedia because I brought my ticket from a third party. When I called Expedia, I could not reach them so I contacted *** airlines and that’s where all this debacle began. There needs to be more definite answers as to who customers need to contact if they need to make cancellations to their flights. Expedia should also acknowledge that their sites were down as well as their call center during the second week of March 2020 and no one could reach them. Overall, we need better customer service. I will contact *** but this is the first that I’ve been told I’m regards to contacting *** because all of this time, I was told to contact *** airlines. This is all confusing and if these three organizations cannot have effective policies when dealing with cancellations, then how would I as a customer know whom to call in a situation like that. We are living in unprecedented times. This has never happened before. I think it is cruel for any organization to take advantage of people at a time like this. Expedia keeps referring to the fact that I didn’t cancel. Why wouldn’t I cancel my ticket if I could not fly to Europe per the Presidents executive order? Why wouldn’t I cancel? The fact is I did. At the time, I was a full time student working a part time job. Why wouldn’t I want a refund or a credit? That does not make sense because that’s not what happened. I tried to call. *** and *** had me on the line for hours and I waited, even lost sleep because of it only for them to tell me to contact Expedia. When I did, I couldn’t reach no one because the phones were down. Again, both of my friends are going through this exact same thing because we all made a decision to cancel together. This is not right, and someone needs to make it right by doing the right thing.
Sincerely
I feel like Expedia computer glitch is a massive scam to collect money for flights that never happen. Their customer service purposely ties up callers for hours at a time to discourage refunds. Please help!!!!!! I've spent days and hours trying to communicate with them and all I get is promises and then nothing happens.
I need to be refunded $647.10 because I have been mistakenly charged by Expedia. On January 18, 2020 I cancelled an entire itinerary within 24hours of booking, which is refundable according to the policy. A few days later I noticed that I was only refunded for part of the trip. In a chat, the representative told me not to worry I would receive the entire refund. In March I still had not been refunded and attempted multiple times to contact Expedia but could not get through due to a high volume of calls. In April, part of the itinerary appeared back on my account with no refund, so I cancelled it for a 2nd time. In a two hour phone call on May 18 a representative named Kathy said she was in the process of reimbursing me but the phone cut off and Kathy ended the call. She tried to call me back but the sound wasn't working.
I need to be fully reimbursed for the entire Raleigh to Denver and Denver to Raleigh tickets for all three members of my party Itinerary #
***
Confirmation
*** (*** Airlines)
Ticket #
*** (***)
*** (***)
*** (***)
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com
case number ***) wants a
refund of $647.10Our records indicate on January 17, 2020, Mr. or an authorized user of the Expedia account, self-booked three combined
one way flights on *** Airlines, departing on July 29, 2020 from Raleigh, NC to Denver,
CO. and returning on *** Airline on August 8, 2020 from Salt Lake City, UT to Raleigh,
NC via ***. We can confirm on January 23, 2020, the customer
called about the refund for the flight that she
cancelled online. Our representative advised
the customer that she cancelled the flight within the void period and the pending
authorization would fall off, suggested she call her bank to expedite the
pending authorization removal.On February 8, 2020, the customer communicated with our online CHAT. The customer wanted to cancel the return
ticket. She advised that she voided it previously. There was no response in CHAT the customer stopped replying
and CHAT ended.On May 18, 2020, the customer called and advised on January 18, 2020 she cancelled
her flight reservation within the void period. She advised she received the refund for PNR: *** refund was per
$426.60 USD but the one that she is missing this PNR: *** for $647.10 per
person. The customer claims that this was
a site error because she cancelled online. Our representative checked details of the tickets and they are still
open. The call was escalated and the
representative advised the customer via email that the return portion of the
itinerary was not cancelled in January. The email advised the customer that there is an applicable fight credit.
*** Airline policy allows the ticket to be rebooked and traveled on by
December 31, 2021.After further review on July 2, 2020, Expedia reviewed
the Expedia account, the *** Airlines and *** record. The *** Airlines tickets show as voided.
Expedia confirmed the cancellation email was emailed to the email address on
file on January 17, 2020. The cancellation email was for the outbound
flight and the second email was for the Cancellation plan. The *** flight was not voided during the
void period but was cancelled on April 16. 2020. Expedia emailed a cancellation email to the
email address on file. The cancellation
email advised of a flight credit. The customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets. *** Airline is
not charging an exchange fee, but if there is an increase in the new fare the customer
is responsible. New travel must be
rebooked and traveled on by December 31, 2021Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Ms.
*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Our 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
Expedia claimed that I can receive a full refund for my itenary if it were to be canceled for a COVID-19 related issue. They refuse to refund my purchase and instead have tried to give me a flight credit that I do not need and will not use in the foreseeable future. At the time of purchase my flights were fully refundable and I also purchased a travel insurance to ensure that my money would be refunded if anything were to happen.
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) wants a refund of $1207.34 for
reservation.Our records indicate on February
27, 2020, Ms.
or an authorized user of the Expedia account, self-booked two multiple
destination flights on *** Airlines, departing on April 6, 2020 from New York, NY to London,
England, UK,
returning on April 13, 2020 with a six night hotel stay at *** Hotel and the Package Protection Planvia ***. We
can confirm on May 9, 2020, *** Airline
issued refunds of $396.25 for each ticket to card ending ***.On May 19, 2020, the hotel was
contacted and they authorize to card ending d refunding the reservation.
Expedia issued the refund for $283.34 to the original card charged. The customer called back to check on the refund for her flight for the refund, as
her flight was cancelled by the airline. Our representative verified the airline had a schedule change, airline canceled
flight and no alternative flights were offered. On March 31, 2020, the customer cancelled the flight
reservation via electronic web form.After further review on July 2, 2020, Expedia verified
the Expedia account, *** Airline record and the hotel record. *** Airlines
issued two refund for $396.25 to the original card charged, the hotel reservation
was refunded $283.34. A total refund of
$1075.84 has been issued back to the customerPlease 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. Delta
Airlines 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
Our international trip was cancelled in March due to the COVID-19 pandemic. We called Expedia (within the cancellation period) to let them know we needed our overnight stay at *** cancelled, as we could no longer take our trip. Expedia was to call the property and cancel but unknown to us, never actually followed through with the cancellation. They sent one request to the property and never followed up. Two months later, we are dealing with a credit card bill for a hotel stay we did not use and had already cancelled via Expedia. They refuse to refund us and take accountability and own that they did not do their job and cancel our reservation as we had requested. Expedia now claims they were unable to get in touch with the hotel back in March but I have email proof (from March) that *** was allowing free cancellations due to the pandemic.
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 *** Airport Hotel & Conference
Center for March 20-21, 2020 with a change or cancel policy that states:
Cancellations or changes are subject to a hotel fee equal to 90% of the total
amount paid for the reservationDue 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. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. We have issued a refund of
121.07 USD to the method of payment used when booking. Due to unprecedented
volume of travel disruptions, refunds may take up to 30 days to process. A
system generated receipt has been sent to the email address used when booking.Thank you for bringing this
matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations |Expedia
On Feb 2019 me and my wife booked a (RT) flight from Boston to Miami, for a cruise out of Miami on April 14th to April 21st all in the year of 2019. I called *** Airlines and spoke to one of their ticket agents in an attempt to change seats. I was told that I would have to call Expedia to do that because I had booked thru them. I called Expedia to change seats and when things were completed, that same agent at Expedia told me that I have to look at my itinerary and if I had to change my itinerary, I maybe charged a re-booking fee? The itinerary showed that the (RT) flight was from Boston April 14th 2019 and returning to Boston April 14th 2019 (same day travel). I explained to the agent that we were going to be on a cruise and that we were not coming back from the cruise until April 21st 2019. I spoke to another agent then to another person, then to the manager approx 7hrs total on the phone with Expedia trying to resolve this issue. The manager told me that the only thing he could do was offer me a $100.00 dollar voucher to a hotel. Expedia did turn around and charged me another fee for re-booking. I explained that the flight was wrong and that they had to have had a glitch in their computer systems and was basically called a liar. I called the insurance company spoke to an agent, she stated that Expedia did have some glitches in their computers but could not verify if it was the same date that I had booked the flights. I then spoke to another agent from the insurance company and she stated that their company does not cover glitches in the computer for a refund. I then explained and asked why I spent approx $122.00 dollars for Insurance? I gave the information to the Attorney General's Office for some type of resolution, I was told that the phone calls that were placed to Expedia were never returned. I will be seeking (hopefully) a small claims complaint against the company. I have reached out to them (Expedia), my Credit Card Company and the Attorney General's Office with no resolution. I have even given them a poor rating on reviews and never heard anything from them.
The whole flight with me and my wife cost approx $2800.00 dollars for a flight from Boston to Miami, and from Miami to New York, then to Boston.
July 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
airlines departing Boston, MA to Miami,
FL on April 14, 2019, and returning April 14, 2019 for two adults.
And a cancellation plan with Travel Guard. We
understand Ms. is requesting a refund for an exchange made to the flight as well as the
cancellation plan.On
March 11, 2019, Ms. or an authorized user of the account called to change
the seats on the purchased flights. The Expedia representative processed the
change of seats. The customer was charged $1127.20 for the exchange. Per our
records, the dates have not changed since the original booking date on February
27, 2019. On March 22, 2019, we reviewed the session during the customer’s
purchase and found the dates the customer had agreed and confirmed was for a round-trip
same day return on April 14, 2019. The
cancellation plan was refundable within 15 days after purchase.Due
to the information provided, we are unable to provide a refund for the exchange
and cancellation plan. 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
Complaint: ***
I am rejecting this response because:First and foremost I had called *** and they sent me the information stating that I had ticketed the flight for Feb 27th and it clearly stated that the tickets dated Feb 27th was for travel (Boston to Miami 4/14 and returning 4/21 Miami to New York and then to Boston). Again I told them that I would not have scheduled a flight like they are talking about when during that week April 14th thru April 21st me and my wife were going on a cruise so we could not possibly fly back on the 14th. I spoke to a number of people in regards to this. I also spoke with representatives of the insurance company and they had reported to me that they (Expedia) did have a glitch in their computer system. I even spoke with the insurance co after paying the $122.00 for the insurance and the representative (Maria) stated that glitches in Expedia's computer system is not covered by the insurance. I have never received a refund from Expedia in regards to the $122.00 dollars spent or any other compensation.
I had notified the Mass Attorney General's office on my behalf and they reported that they have never received a call back from Expedia in an attempt to rectify the situation.
This is Mr. responding not Ms. responding to this complaint
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Good Morning
I booked a flight to see my son in Florida and I went online to cancel after the pandemic broke out. This was what I was instructed to do at the time as it kept changing daily. Expedia gave me a credit but never gave me me my money back for the insurance I purchased. After the day went by that my flight was scheduled, *** canceled my flight. By law since the flight was canceled, I should be refunded full by the type of payment I used. I should be refunded the full amount to my credit card. It took weeks to get thru to *** on the phone and they said to contact Expedia. I called them and the person I talked to was rude and said they couldn't help me.
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** airways
departing Boston, MA to West Palm Beach, FL on
April 2, 2020, and returning April 7, 2020 for one adult.
And a travel protection cancellation plan with Travel Guard. We understand Ms. is
requesting a refund for the flights due to the Covid-19
pandemic.On
March 17, Ms. or an authorized user of the Expedia account cancelled
both the flight with *** and the travel insurance with Travel Guard. The flights
did not incur any flight disruption, not did the airline cancel prior to the
cancellation of the flights which does not qualify for a refund by ***, however
the airline has extended future travel credit for the passenger. The customer
may re-book new travel through January 4, 2021. Change fees will be waived by
the airlines, while fare difference may apply. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies. 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 had reservations for the *** Hotel *** in Vegas for 3/22-3/24/20. Expedia sent me an email on 3/17/20 @ 4:04 P.M. (I have a copy) stating that the hotel will remain closed and they had no choice but to cancel my booking. They stated the refund would be in the form of the original payment made within 2 billing cycles. I had not received any refund so I contacted them on 4/21/20 (they have a record of this call). The customer service rep stated that I had cancelled the hotel and I told her I did no such thing as we did not cancel our trip and informed her of the email Expedia sent me stating they cancelled it and would be refunding me and I read her the entire email. The woman said she would open a file and they would get back to me. I did not receive a call back or email so I contacted them back 5/19/20. I spoke with Ryan who saw I called on 4/21 and apologized for nothing being done. He said he would send me an email and I should send a screenshot of the email stating they were refunding my money. I got the email and sent the screenshot and their response was that they could not assist me (I have this email string as well) and then referred me to additional steps to try, which I already did. I even tried calling the hotel and they stated the reservation was made through Expedia and they are the ones who would refund it to me.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent
Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings: We can confirm our customer
made a reservation to stay at *** Hotel *** for March 22-24, 2020
with a non-refundable change or cancel policy. This booking was cancelled by
our customer online March 16, 2020 with full penalty applied.On April 21, 2020 our
customer reached our customer care stating they were expecting a refund because
of an email received after cancelling. Our customer care representative created
a case for the offline team to follow up. On May 19, 2020 our
customer team reached out via email to our customer requesting a screen shot of
the email noted by the previous representative. There was some back and forth
between customer care and the customer, but there is no screen shot of the
email showing the customer was due a refund. Customer care advised the
customer for immediate assistance they should call customer support and gave
our customer the toll free number. On May 20, 2020 our customer
replied via email to our customer care that they have attempted to reach out by
phone but was not successful. Included in the email our customer stated they
were consulting an attorney at which point our customer care can no longer
address any emails or calls until the legal matter is settled. Conclusion/Resolution:We would like to offer our
apologies for any inconvenience this may have caused the customer. Because we understand how the
customer feels we have issued a refund of 108.54 USD to the method of payment
used when booking. Due to unprecedented volume of travel disruptions, refunds
may take up to 10 days to process. A system generated receipt has been
sent to the email address used when booking.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. Attached you and Expedia will see where I sent the screenshot of the email they sent to me along with the original email showing that they cancelled the room not me due to the hotel closing and they were going to issue me a refund. I look forward to receiving the refund, which has not arrived yet.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked a round trip flight for my sister to visit from Seattle, WA to Charlottesville, VA. However, then the COVID-19 pandemic hit and the flights were cancelled. Expedia sent me an email saying they would issue a refund due to the cancellation, however they have not responded to my email attempts, I have also attempted to contact them via their online chat function multiple times, even staying on the chat for over 4 hours multiple times, however they have never responded on the phone or online, despite saying they'd be me entering my itinerary number and waiting for extended periods of time.
July 2, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) wants a
full refund.Our records indicate on February 7, 2020, Mr. or an authorized user of the Expedia account, self-booked one round trip
flight on *** Airlines, departing on April 25, 2020 from Seattle, WA to Charlottesville,
VA,, and returning on May 7, 2020 via ***. We can confirm on April 24, 2020, Expedia
emailed customer and advised the flight had been cancelled by *** Airlines
due to the corona virus. The customer asked for a full refund.After further review on July 2, 2020, reviewed the Expedia account and the ***
Airlines record. Expedia contacted *** Airline as the ticket status was
showing as suspended. *** Airlines
advised the ticket was suspended because it was a Basic Economy Fare and it was
not cancelled prior to departure. ***
Airlines advised to contact their specialized department after 9am and they
would be able to assist. Expedia spoke with an *** Airline agent
and he advised he opened the ticket and advised a full refund is applicable waiver
code. Expedia submitted the refund via *** Airlines system. *** Airlines will issue a refund to the
customer card ***. If the airline, processed the
charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those
providers. ***
Airlines was the operating carriers and merchants of record (the entity
that received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, 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
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 will continue to monitor my account for a refund from the airline. Thank you for assistance!
Sincerely
I have been with them since their begining, BUT now they are doing such a HORRIBLE customer service that I will never ever buy a single flight ticket, hotel rese rvation or ANYTHING from them .As you will read on all the other reviews they do not know what the hell they are doing OR they dont want to help. They give invalid phone numbers for Airlines which is not in the USA and after difficulties of calling the Airlines they point out that tickets were bought not directly from them but from Expedia and they dont resolve problems . ITS A NIGHTMARE. ANYBODY from EXPEDIA HEADQUARTERS please do read these reviews otherwise you will have law suits pending on you. What you are doing is a very bad bussiness practise and hopefully a judge will give you your lesson and beleive me it will cost you a lot to put all these people in situations like this and I hope from the bottom of my heart you yourselves experience this kind of treatment .SHAME ON YOUR COMPANY. By the way I asked my credit co to open a dispute and I will fight with you .