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