I booked flights on *** air through *** Travel (operated by Expedia). *** cancelled my flights on April 17, 2020 and *** notified me I would be issued a credit. I have contacted both *** Travel and *** several times stating that I want a refund and not a flight credit. *** refuses to respond and says that I must work with *** Travel. *** Travel stated my flight is nonrefundable and they advocated for me with *** and issued a flight credit. *** Travel has stopped responding to my emails after issuing a credit that expires in January 2021.
My flight was non-refundable, however, I did not cancel the flight. The airline cancelled the flight and DOT and EU regulations are clear that in the event of cancellation, airlines must refund even non-refundable bookings.
*** Travel/Expedia's terms and conditions state that "if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of pur*** 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.". *** Contract of Carriage states "14.5. Notice pursuant to Regulation (EC) 261/2004 on passenger rights
In cases of non-carriage due to overbooking, flight cancellations and delays of at least two
hours, you have the following rights as set out in the above-mentioned regulation. [...] In case of the cancellation of a scheduled flight, you have the same right to receive ces, compensation and the refund of ticket costs as in the case of non-carriage subject to the requirements mentioned". The DOT has recently issued guidance stating that airlines and travel agents must honor the terms and policies in place at the time of booking and that retroactive changes constitute unfair practices. Per the terms and conditions at the time of booking, EU regulations, and DOT guidance, I am entitled to a full refund. *** Travel should issue my refund and pursue any dispute they have with *** without my involvement as *** won't respond to me.
Expedia.com Response
• Jun 29, 2020
June
29, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
Revdex.com,Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought, to our
attention. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding a refund request. Upon additional review it was verified
that Ms. booked the reservation in question, itinerary ***, with *** Ultimate
Rewards and not via Expedia.com. We have worked with our *** team to provide
the following details on this issue. Records have verified that Ms. was
provided a full refund for the above noted itinerary on May 19, 2020. The refund was issued in the amount of $1,672.18
back to the credit card ending in ***, along with 6894 points also placed back
to the *** account. While refund timing is extended at this time due
to the amount of refunds being issued, we can confirm the points were already
added to the account and the cash amount refunded shows in the Bank Processing
state as of May 26th. Again,
we thank you for allowing us the opportunity to address the issues that were
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Michelle ***Ultimate Rewards Supervisor Desk
In late Dec. 2019 I booked a trip to Germany to attend a trade show. I bought the full, no questioned asked refund insurance package from Expedia. In March I found the trade show was canceled because of the pandemic. Then Germany closed its borders and shut down the hotel I intended to stay in. The hotel remains closed to this day. I started trying to contact Expedia for a refund with no luck. During this period I found the flight I was taking from the US to Europe was also grounded. In early May I was finally able to reach Expedia only to find they stated they had chanced their policies and there would be no refund. The insurance I had bought was not going to be honored. I was told there would be vouchers sent for both the flight and the hotel but they were only good during a period I had no need to go to Germany. So I'm out $3200 without any kind of acceptable reason why.
On February 7 2020 I've made a Hotel Reservation through Expedia to a Hotel in Paris for 3/14/20 till 3/22/20 *** for $977.65
On 3/12 The presiden of the United States of America suspemded all international flights coming in and going out to the US so Ive decided to cancel my trip.
I've tried to reason with Expedia but they didn't want to give me a refund. Also tried to reason with the hotel in Paris but they also didn't want issue a refund and I had to talk to expedia, they also told that the hotel will close during my stay because of the pandemic. So if I would have decided to fly anyways I would have not have any place to stay in Paris also my return flight was cancelled by the airline.
So I've decided to dispute the charge with my credit card.
In the meantime the Hotel agreed to a 50 % refund $485.51
I've received two letters from Expedia stating that they refunded my account but no credit was issued.
After two months the credit card denied my dispute on merchants favor.
So Expedia not only did not refund me the full amount but alse ket the 50% that the hotel agreed to give me back.
Besides all the agreements that Expedia and the hotel might have, the hotel was closed during that period so somebody is stealing my money. No service was provided neither by the Hotel or Expedia. The hotel did not lose any money because they were closed during 3/14 to 3/22.THis was a global crisis it was nobody's fault but nobody wants to loose money or take the extra steps to comply with a customer.
I am unemployed since March unable to have any income and not receiving unemployment benefits also.
This is like throwing $977.65 to the garbage.
Citibank agreed with the merchant that I am really sure took all the loans available by the government that they will never have to pay back in the middle of this global crisis.
Expedia.com Response
• Jun 30, 2020
June 30, 2020Revdex.comAlaska, 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 Mr. *** (Revdex.com case number ***) regarding his hotel
reservation. Our
records indicate that on February 7, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable hotel reservation on
Expedia’s website, under itinerary ***. The booking was with ***
*** Paris, France, for March 14-22, 2020. Upon
review, on March 11, 2020, the customer contacted Expedia by phone to cancel
the booking due to COVID-19. We sent an email to the hotel, requesting a waiver
of the nonrefundable penalty. Due to
lack of response from the property, on March 12, 2020, we sent them a follow up
email. On
March 19, 2020, the hotel responded to our email and advised that due to the
nonrefundable policy of the booking, they are allowing a 50% refund of the
fare. On March 24, 2020, a 50% refund
in the amount of $492.14 was issued to the customer’s original form of payment. Upon further review, on April
7, 2020, the processing refund transaction failed as the customer filed a chargeback
claim for the full cost of the hotel booking directly with his bank. On June 30, 2020,
Expedia reached out to the customer directly and discussed steps Mr. needs
to take in order for us to resolve the issue. The customer will obtain official
documentation from his financial institution advising there are no active
dispute claims with Expedia and confirming no refunds were issued on closed
claims. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate
Correspondence Team
I had a hotel reservation at *** for 2 days, but due to covid-19 we will not be able to make it. When asked for refund the expedia is offering one year validity coupon only for that hotel. When asked to customer service that I do not want the coupon for the same hotel instead you can share a coupon for flight I am happy but the customer service did not offered any help. Instead they forced me to cancel it since they stated that it can be expired and if you claim it now then may be next year you can think about it. I am completely unhappy as you my 800$ approx booking is only restricted to the same hotel and you do not know whether you want to go to that place next year or you can always get a better deal in other hotel for next year. I fell like my 800$ approx is wasted due to expedia
Expedia.com Response
• Jun 15, 2020
June 15,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a hotel. We understand they are requesting a refund.The
customer booked two nights with the Andromeda Villas for check in on May 29,
2020. The reservation was nonrefundable and no changes were allowed. As a
courtesy, the hotel offered credit certificates to guests that were due to stay
during the month of May, if cancelation was requested by May 1, 2020. The
certificate allows their guest to rebook without having to choose new dates immediately.
At the time of rebooking and difference in cost would be due. The certificate
of coupon is in their Expedia account. A refund was not available.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,Denise ***Corporate Correspondence Team
My family had a trip scheduled in early June worth almost 8k and bought an Expedia vacation waiver that allow cancellations anytime. After multiple calls with 1 -2 hour waiting, I got hold of them today and after 2 hours on the phone, they said the waiver has been revoked due to COVID and therefore unless the hotel reimburses us (which Hotel.com is reporting is closed), we will not get our $5000 back. I was never notified of the Waiver being made invalid which Expedia acknowledged and they have not refunded the money either. They are stealing money from customers and need to be investigated. *** Airlines worked provided travel vouchers for the tickets otherwise the loss would be more.
I purchased flight package from Expedia on March 5, 2020 in addition to travel insurance totaling $903.78. Due to covid 19 several changes were occurring affecting travel and flights to include travel bans. I received an email from *** Airlines on March 14th canceling my outbound connecting flight and inbound connecting flight. Expedia refunded my hotel fees of $212.35 from the trip but has not returned my flight fees of the remaining balance. I have made several calls to Expedia as well as *** for refunds but each party points refund responsibility on the other. According to DOT guidance if airline significantly changes a flight or cancels a flight refund must be alloted. I have email documentation I have offered to send to Expedia from *** Airlines canceling my flight in which Expedia will not allow me to send stating they have no way to receive emails. I also all email correspondence and refund case number provided April 6th from ***. I've reached out to *** as well offering proof email correspondence from them. Expedia was who I booked through and paid and they have an obligation to refund me especially as I purchased travel insurance. I am able to provide documentation of the amounts paid, documents received from *** concerning flight cancelation, and email receipt of refund request.
Expedia.com Response
• Jun 29, 2020
June 29, 2020Revdex.comAlaska, 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 Mrs. *** (Revdex.com case number ***) regarding her flight
reservation. We understand the customer is requesting a full refund of the
flight due to an airline-initiated schedule change. Upon
review, on June 23, 2020, Expedia issued a full refund of the flight back to
the customer’s original form of payment. It may take up to two billing cycles
for the refund to process, depending on Mrs.’s financial
institution. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms
of Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Customer Response
• Jun 29, 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. Future bookings Expedia needs to make customers more aware that even paying for insurance Expedia still may not honor refunds and they make it very difficult for customers to receive refunds they are entitled to. They also need to include a way to receive documentation from customers that provide proof that they are entitled to their refund under circumstances not listed in their policies. I have not received my refund yet but I will wait the bill cycle stated before contacting Revdex.com again or Expedia.
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
In January, 2020, I purchased flights for me and my family (round trip) to Florida to go on a cruise. Itinerary ***. The amount paid was $1,561.32. In April, 2020, the cruise line informed me that the cruise was canceled. I notified Expedia via their website that due to Corona, my travel plans were canceled. They issued me an email stating that my flights can be rescheduled within one year. No refund. HIghly unacceptable. Me and my family are not capable of traveling within a year, and we certainly cannot make plans like this again to travel together. Corona has canceled all vacations, flights, cruises, etc, so I need my money refunded to my credit card immediately. Thank you.
Expedia.com Response
• Jun 15, 2020
June 15,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number )
regarding flights. We understand *** is requesting a refund.The customer
purchased combined one way flights for four passengers for travel from Pittsburgh,
PA, to Miami FL, departing on June 6, 2020 with *** Airlines, and returning
on June 13, 2020 with *** Airlines. Both sets of flights were nonrefundable
with no changes allowed. As a
courtesy both airlines had been offering customers future credit, even when nonrefundable
flights were a lost value if not used for the dates and times booked, and
without a change fee. In this case, we found that all of the tickets are
refunded.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,Denise ***Corporate Correspondence Team
Customer Response
• Jun 17, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and it is accurate. However, I find Expedia's customer service in this matter to be horrible. I will not use them in the future, nor do I recommend that anyone use them.
I have no spoken via telephone and chat with Expedia regarding my canceled flight due to Covid-19. I am currently on the phone with my fourth call to them now. I already know what they are going to say. They are refusing to give me the refund that I am entitled to. The Airline says that they cannot call them to assist in the refund process and I even had an agent ask me "Did you ask them nicely"?" as if that is a valid reason not to give me the refund that I am due. Expedia tells me that it is the airlines policy and the airline is telling me that it's not their policy and they can't ask them for a refund on my behalf. They are taking my money and giving me no service in return. These people are crooks. I will never use them again. I will also be leaving the airline a review as well.
I am an Expedia customer for the last 15 years. I bought two way tickets 5 months ago and paid $1,499 and because of COVID 19, the return was was cancelled. I did not reach Expedia for 2 months but I got an email saying that I would get the refund!
I called them today, waited for 1 hour, couldn't reach anyone. Then I contacted a real agent online and he told me that I got $0 as a refund! I am very upset that Expedia turned to be a scam company and did not care about their customers. Then why should I ever use Expedia again? You give "silver", "golden" names to your customers but the only thing you care is the money. This is not how the business is done! I will let everyone around me know how Expedia stole half of my money. They owe me $750 and they don't pay back and they don't care! Thank you Expedia! You lost me and you will loose tons of customers!
I purchased airline tickets through expedia for our 2020 Alaskan cruise. The cruise was supposed to depart in Seward, Alaska and end in Vancouver, BC. However, due to COVID the Canadian government choose to no reopen the port in time for our trip that would take place in May. I contacted Expedia as soon as the cruise line contacted us in March to tell us that our trip was cancelled. I was instructed by Expedia that they could not refund me, my money and I would have to use the credit by April 1, 2021. I was instructed by the representative to contact them at a future date to see if things have changed due to COVID and *** may have changed their policies.
I contacted Expedia today, 5/15/2020 and was on the phone with Expedia for 2 hours and 3 minutes. Out of this time I probably talked to someone for less than 10 minutes. The first individual I spoke to said due to me cancelling my flight there was nothing that could be done and that I would just have to use the credit before April 2021. I tried to explain to her that my parents booked through *** and they got a full refund and that the *** website shows that I should have 2 years to use my credit. The girl was extremely rude so I requested to speak to her supervisor. I then spoke to William after I waited over 30 minutes for him to answer the call. I then spoke to William for maybe 2-3 minutes and explained the situation. He then placed me on hold for an hour for him to review the current policies. Af the 2 hour mark I asked if anyone what there as I had been on the phone for 2 hours and there was no response, however, 3 minutes later he hung up the phone and now I'm filing a complaint.
I understand that COVID had impacted companies and consumers, however, *** is giving out refunds and extended credits and Expedia is not willing to work with consumers. As a consumer I have no control over COVID and what it has done to our nation. I have a son who is high risk so I am unable to say when we will be able to go on vacation again, let alone I work. Expedia customer service has been horrible in trying to work through these issues.
Expedia.com Response
• Jun 24, 2020
June 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** departing Vancouver,
BC, Canada to Atlanta, GA on May 30, 2020 for three adults. We understand Ms. is requesting a refund for the
cancelled flights.On April 2, *** cancelled flight operations departing Vancouver to
Atlanta. Per the airlines flex policy for COVID-19, they are only allowing
refunds if the change or cancellation occurred on or before March 18, 2020.
Flights that have been changed or cancelled on or after March 19, 2020 are only
valid to receive future travel credit with ***. We have advocated a
refund request directly with the airline, however they have denied the refund
request. The airline representative stated each passenger is valid for future travel credit, with new travel to be completed by April 2, 2022.
Change fees will be waived, while fare difference may apply and any residual
value will be lost. 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
Customer Response
• Jun 24, 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.
This is all I was asking for is a refund or for Expedia to go by the guideline that *** had posted. It seems that Expedia failed to read fully what I had been through and that I tried to explain to their representative that I should be allowed 2 years or until April 2022 to use my credit when they continuously argued that it could not be applied to my trip. I understand COVID is unprecedented and caused issues, but as the consumer a little more respect from the company would be appreciated. Instead of waiting on the phone for 2 hours and having to submit a claim to the Revdex.com just so they will follow procedures put in place by the airline.
Sincerely
We purchased a flight through Expedia. We are now unable to travel because of the Caronavirus. We tried to cancel, but now it will not allow us to. We have photographs indicating that we should be refunded a certain amount but Expedia refuses to issue the refund.
Expedia.com Response
• Jun 29, 2020
June 29, 2020Revdex.comAlaska, 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 Ms. *** (Revdex.com case number ***) regarding her flight
reservation. Our
records indicate that on November 29, 2019, the customer, or an authorized user
of the Expedia account, self-booked a one-way flight for two passengers on
Expedia’s mobile site, under itinerary ***. The booking was with ***
*** from Charlotte, NC, USA, to Madrid, Spain, departing on June 16, 2020.
Per the tickets’ fare rules, the flight is refundable with the $190.00 cancellation/change
penalty per passenger. We understand the customer is requesting a full refund
of the flight due to COVID-19. Per
the customer’s request, we reviewed the flight’s fare rules and confirm it’s
eligible for a refund. Unfortunately, *** disabled our ability to issue
refunds directly. Per the airline’s strict guidelines, we are required to send
them refund requests on behalf of our customers.On
June 29, 2020, as instructed, we sent a refund request to the airline on your
behalf. We also requested to waive the cancellation penalty due to COVID-19. Please
be advised, it is up to the airline to provide
the waiver, as well as to approve and process the refund. Per *** Portugal’s provided
time-frame, the process may take up to 10 weeks. We will send you an email
notification when the refund is processed or an update in a month if the refund
is still pending. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
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.
I have difficulty to cancel my flights and have my refund back on my account. My husband and I change the plan to travel due to the COVID Issue. He doesn't plan to travel internationally until finding the Coronavirus vaccine. My husband is an advanced age and doesn't want to put his life at risk.
I am having difficulty to cancel the plane tickets to have my refund back on my account. I spoke with the *** and they don’t have any problem giving me a refund without a fee. However, they said that I cannot do the cancelation directly with them because the tickets were bought with Expedia. However, I attempt to reach Expedia but it is impossible due to the limited customer services provided by them. I try to reach them by email, website, calls, unfortunately, any attempts succeeded.
Please find enclosed the plane tickets and ***'s new rules, as well as the response from them.
I greatly appreciate your kind attention to solve this matter. I am looking forward to hearing a response from you as soon as possible.
Thank you
Expedia.com Response
• Jun 13, 2020
June 13, 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 multiple flight reservations. Our records reflect a round-trip fare with ***
*** Airlines departing Orlando, FL to Brasilia, Brazil on September 3, 2020, and returning
September 15, 2020 for two adults on itinerary ***. And a
one-way fare with *** departing Brasilia, Brazil to Natal, Brazil on September 5,
2020 for two adults. We
understand Ms. is requesting a refund.The fare rules
on itinerary ***
states the tickets are eligible for refund less 60% as a penalty for cancellation.
The customer has an option to keep the tickets for future travel. Ms.
may re-book by January 23, 2021. Change fees and fare difference will be waived
when booked outside of airlines peak months (December, January, July), however
will be subject to availability. When re-booking, same routing as the original
booking must be made.Itinerary ***
is non-refundable when cancelled and will only hold future travel credit with
the airline. Ms. may re-book by January 23, 2021. Change fees and fare difference
will be waived when booked outside of airlines peak months (December, January,
July), however will be subject to availability. When re-booking, same routing
as the original booking must be made.We
contacted Ms. to advise the policy. The customer has mentioned to follow
the law pertaining to penalties imposed by the airlines. The customer
disconnected the line. Expedia has advocated on behalf of the customer to
request a refund for both itineraries without penalties, however due to the
information provided, they are unable to provide a full refund if cancelled.We kindly
ask Ms. to contact our service desk when she is ready to proceed with the
cancellation.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
• Jun 15, 2020
Complaint: ***
I am rejecting this response because under the Constitutional Brazil law, Constitution Art. 62 - MP 948 published in March 20th 20120, that the *** is busbordinate with. Based on the law, cancel all of the airline policy due to force majeure and public calamity. The COVID-19 has cancel all of international flights, as well as the airlines companies is requested to refund the full amount the purchase. I don’t have a perspective when the chaotic situation will be solved, so I don’t have interest to travel to Brazil this year and next year.
I had the same issue with ***, however they complied the law and did not charge any fee for my refund. I had many hotels reservations for this vacation that the policy didn’t allow cancelling. However, they known the law and solved the issue along the hotels without any problem. I had the issue solved in the same day and refund in my credit card in 15 days.
Several times Expedia was advised about the law, emails with the law attached was sent in all the communications. In addition, I contacted directly *** by email and they agreed with the refund without fees according to the response sent by them that was followed to Expedia as well. As a result, Expedia has ignored the information persisting to charge me illegal fees.
Please feel free to contact me if you have any questions.
I greatly appreciate your kind support to solve this matter.
Sincerely
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret
to hear Ms. did not accept our response
and/or resolution offered. We have reviewed the documentation/new
information Ms. provided to further
address her concerns. The fare rules on itinerary
*** states the tickets are eligible for refund less 60% as a penalty
for cancellation. The customer has an option to keep the tickets for future
travel. Ms. may re-book by January 23, 2021. Change fees and fare
difference will be waived when booked outside of airlines peak months
(December, January, July), however will be subject to availability. When
re-booking, same routing as the original booking must be made.Itinerary *** is non-refundable when cancelled and
will only hold future travel credit with the airline. Ms. may re-book by
January 23, 2021. Change fees and fare difference will be waived when booked
outside of airlines peak months (December, January, July), however will be
subject to availability. When re-booking, same routing as the original booking
must be made.As stated previously, we have
contacted *** airlines on behalf of the customer to advocate for a refund, however
the airlines has not allowed for a complete refund. The flights are currently
still operational and have not been cancelled nor has encountered any flight interruptions.
If Ms. chooses to cancel the itineraries, the fare rules and policy of
the airline will take effect.We have contacted the customer again
to resolve the situation, however the customer has not allowed us to speak to
advise of the policy given to us from *** airlines and had disconnected the line while speaking with us. The flights will remain confirmed
and if Ms. chooses to cancel, she may call our service desk. 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 to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 22, 2020
Complaint: ***
I am rejecting this response based on the *** Airlines response on the ***’s response, Reference # ***, that started that the airline company comply with the COVID-19 policy according to the article 5o of MP 948 and they don't have any problem to refund the purchase amount without any fees. In addition, they already advise Expedia to follow the procedure based on the new law in Brazil.
Hi I booked Itinerary number #*** and it was for a trip flying from Glasgow to Vienna leaving on 24th April and returning on 27th April - airline *** for myself and my wife. Expedia have refunded my hotel but not my flight. I booked the flight and the terms were no refunds but as it was cancelled due to COVD-19 *** have said that you can get a refund. I have been in touch with expedia through email several times but am getting nowhere as they just keep saying that they will only offer an airline credit, I have even sent a picture of ***'s website where it says I can get a refund. To make things worse we were leaving at 06:00 hrs in the morning from Glasgow and arriving in Vienna at midday but this flight is no longer available and now the earliest I can get there is 19:00hrs so Im losing the first day nearly. Please help.
Expedia.com Response
• Jun 24, 2020
June 24, 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 ***) would a full refund.Our records indicate on February 16, 2020, Mr. or an authorized user of
the Expedia account, self-booked two round trip flights on ***, departing
on April 24, 2020 from Glasgow, Scotland to Vienna, Austria, returning April
27, 2020, along with a three night stay at *** and the Package Protection Plan via ***.
We can confirm
on March 29, 2020, an electronic request was submitted to
cancel the hotel and flight reservation. The hotel reservation was refunded for $318.07 to AMEX card ending 1002.
The flight reservation shows as being requested to be cancelled in ***
systemOn May 8, 2020, the
customer communicated with our CHAT Team and asked
for a refund for the cancelled flights. Our representative noted the account that the airline could not contacted. Expedia emailed the customer advising. “the airline allows you to use the value of your ticket towards
a future travel”. From May 8, 2020
through May 14, 2020, numerous emails between Expedia and the customer in
regard to the refund for the cancelled flight reservation. Expedia emailed the customer advising the
cancelled flight reservation had a future travel credit that was applicable per
the airline policy. The customer replied
back advising information was reviewed on the airlines site that advises it is
refundable.After further review on June 24, 2020, Expedia
reviewed the Expedia reservation and the *** record. The *** record shows the customer
requested cancellation via electronic communication on March 29, 2020. The *** COVID19 policy allows a future travel
credit to be used. As a courtesy Expedia
emailed *** and asked if they will authorize refunding the reservation.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
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, Mr. Welsh
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 a trip package through Expedia that was cancelled due to the hotel shutting down from coronavirus concerns. I was informed that I would get a full refund within 30 days and that date has passed. I have been on the phone with Expedia at least a dozen times and have been led to hung up on and misinformed every time.
Expedia.com Response
• Jun 24, 2020
June 24, 2020
Revdex.comAlaska, 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 Better
Business
Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is responding to the consumer complaint from Mr. *** Bottom of Form, Revdex.com case number 14364374
regarding a refund. We understand that Mr. is seeking a refund. Upon further
research, we were unable to locate an Expedia account or reservation related to
the complaint. We respectfully request
that you provide us with the itinerary number of the booking and/or the email
address used at the time of booking. The
requested information will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were 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
On December 29, 2019, I booked a travel package through Expedia for Travel to Paris, France between the dates of March 16 to March 20, 2020. On March 11, 2020, President *** Trump issued a travel ban for travel to and from Europe to be effective on March 13, 2020 due to the Coronavirus. On March 13, 2020, I attempted to contact Expedia, *** Airways and the hotel to inform them all that I will be unable to travel on March 16 due to the Coronavirus proclamation order but I was not able to get through the phone line. When I finally got a hold of someone at Expedia (Travel agency I used for booking) In the month of April I was informed that since I did not contact the airline company 3 days in advance that I will not be able to get a refund but only a travel voucher. Expedia also informed me that I will not be getting a refund as well from the hotel in France since they were not alerted sooner. I attempted to contact them but was unable to get through and now I am being denied my refund of $765.30.
Expedia.com Response
• Jun 25, 2020
June 25, 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 ***) would a full refund.Our records indicate on December 29, 2020, Mr. or
an authorized user of the Expedia account, self-booked a round trip flights on *** Airways, departing on March 16, 2020 from Miami, FL to Paris,
France, returning March 20, 2020, along with a three night stay at Hotel *** via
***. We can confirm on May 7, 2020, the customer called and
wanted to know the status of his refund. Our representative noted the flight
was tagged as a no show by *** Airways.
Our representative offered a credit per *** Airway’s COVID19
policy. The customer claimed he could
not reach an agent when he contacted Expedia last March. The *** Airways record shows that notification
was sent to the customer on March 15, 2020.
Our representative advised there will be a credit offered and the
customer insisted on a refund. The
hotel was contacted and they advised a refund was not possible but they would
accept postponing the reservation.After further review on June 25, 2020, Expedia
reviewed the Expedia reservation and the *** Airways record. Expedia contacted *** Airways and they
advised that a refund. Submitted the refund request on *** Airways website
and received notification that the refund process code take 6 weeks. The customer
would need to contact our Customer Service Department at 877-227-7481 for changing the hotel dates since the
hotel is not offering a refund.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. 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
• Jun 25, 2020
Complaint: ***
I am rejecting this response because I am not only entitled to a full refund from *** Airways but also from the hotel as well. I understand that Expedia works as a third party and must adhere to the airline and hotel policy but when I contacted the hotel and airline directly, I was told that I have to go through Expedia. There is an international travel ban in place due to COVID-19 and no one knows when international travel will resume. I am affected financially by this virus and me not getting my refund affects me even more. It does not make sense that I’m not getting a refund for a trip that I am unable to take and don’t know when I’ll be able to take due to a global pandemic. The United States Government, European Union and the World Health Organization have restricted me from international travel and has advised for all businesses to refund customers for any and all unbooked stays and trips. I tried to resolve this amicably but unfortunately I am not getting anywhere. If Expedia continues to refuse me my refund, I will retain an Attorney and take legal action against Expedia. This is not right and beyond my control. I did not personally choose not to take this trip but I was mandated by the Government not too.
My daughter has been trying to get back from Fuzhou, China since April 6 at the conclusion of her job contract. We purchased a flight for her return to Orlando, FL through Expedia.com for $857.65. My daughter found out that the flight was canceled when she called the airline. No communication was sent from Expedia in regards to the cancelation. Expedia assisted with booking a new flight reservation and once again the flight was canceled. No communication was received from expedia again. We have been trying to get the situation addressed and get a flight. I understand that due to the Covid19, flights are limited. There has not been an actual real apology for the lack of timely communication as my daughter has to make her way to the airport each time. Expedia is now asking for an additional $1000 after my conversation with two agents today 5/15/20 in order to book another flight with the airline. There is apparently a glitch that the agents could not even access the tickets booked and it had to be escalated to IT with no other resolve aside from a credit. I need to get my daughter home and we are running out of money. I need the refund in order to find a flight through a different company. She is stranded in a foreign country.
Expedia.com Response
• Jun 24, 2020
June 24, 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 flights. Our records reflect a one-way fare with ***
departing Fuzhou, China to Orlando, FL on April
6, 2020 for one adult. We
understand Ms. is requesting a refund of $857.65 due to the cancelled flights.The original flights the customer purchased were
cancelled same day of purchase on March 30. On May 20, Ms. or an authorized
user of the Expedia account called to make an exchange to the original ticket.
The request was to depart June 2, 2020 from Fuzhou,
China to Orlando, FL. The Expedia representative was having issues with pulling
up the record for the customer, and therefore called *** to inquire on an
exchange. The airline representative had advised that on
May 3, *** re-issued a new ticket (***. The customer was
transferred with *** to complete the exchange. We have contacted *** to inquire on the status of
the new ticket, however the customer did not make an exchange with the
airline. We were advised the customer will have future travel credit with ***.
The passenger must re-book new travel by April 8, 2022. Change fees will be
waived by the airline, while fare difference may apply. The customer must call
*** directly to make the exchange as they now have complete control of
the ticket.Due
to the information provided, we are unable to process a refund for the flights.
The customer may request for a refund directly with ***, however refund
requests are subject to approval. We apologize for the delay and
any inconveniences this has caused for the customer.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I am still disputing the charge from Expedia . When the COVID19 virus outbreak began it was recommended that all travel be ceased due to this life threatening pandemic. Please see telephone records supplied, calls indicated by an asterisk. On March 14, 2020, I began calling Expedia to cancel my hotel reservation penalty free for check in 03/27/2020 through 03/30/2020 at the *** on ***. At this time the recording stated that they had a large call volume and could not answer calls and I was disconnected. On March 14, 2020 I called the *** directly to cancel the hotel reservation penalty free and they advised that I must reach out to the company that I initially booked the hotel reservation with. I expressed to them that the initial number that I called to reach Expedia disconnected me and they provided me with a different number 1-800-*** I called this number on March 14, 2020 and it stated that if your travel plans are more than 7 days in advanced that they could not assist you and to call back 7 days before your check in. I went on the Expedia website to cancel the reservation but it stated that if I cancel my $645.39 would not be refundable. I then sent a email to Expedia to ask them could they confirm that if I cancel the reservation would it be penalty free due to the COVID1 9 with no response from Expedia. I called back on March 19, 2020 as evidenced by phone records and the recording had changed again stating they are not able to help you and can only assist customers whose travel plans were three days before check in. I then called Expedia again on 03/22/2020 as evidenced by phone records and once again could not speak with a representative. After many failed attempts I contacted *** to assist me in this matter as Expedia had not responded by email or phone. I have made many attempts to cancel this reservation penalty free due to the life threatening COVID 19 pandemic and had no cooperation from Expedia to assist me in this matter. In the future I will never book any services with Expedia as they have poor customer service and unreasonable policies even in a life threatening pandemic. Please remove the $645.39 from my credit card. I contacted the *** on 05/15/2020 they advised me that my reservation fell under the flex cancellation policy and that I should not have been charged.
Expedia.com Response
• Jun 24, 2020
June 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
hotel reservation. Our records reflect a three night stay at the *** Washington on *** in Washington,
DC, checking in on March 27, 2020 for two adults and 1 child. We understand Ms. is requesting a refund.On
May 15, Ms. or an authorized user of the Expedia account called to
inquire on a refund for the hotel stay. An Expedia corporate representative processed
a full refund in the amount of $645.39. No
further action taken as Ms. request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a package bundle through expedia to travel to Hawaii, I have been calling to cancel the trip bundle for the past two months and have not been able to cancel it. I have called expedia multiple times and the two times that I have gotten hold of a representative I was hung up on, I purchased the vacation wavier that states I can cancel the trip anytime for a FULL refund. I need my case to be resolved and money refunded to my credit card. I will not be traveling due to COVID-19, I have a baby, I am a healthcare worker and UNABLE to take time off and my husband is not working. I need this canceled.
Expedia.com Response
• Jun 24, 2020
June 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
packaged reservation. Our records reflect a combined one-way fare with ***
and *** airlines departing San
Francisco, CA to Kahului, HI on August 5, 2020 with ***, and
returning August 9, 2020 with ***. A four night stay at the *** by *** and a car rental
with *** with a collision damage plan and an Expedia vacation waiver for four
adults and one child. We
understand Ms. is requesting a complete refund.On
March 25, Ms. or an authorized use of the Expedia account cancelled and
received a refund for the car rental with *** and the collision damage plan
in the amount of $347.78. On May 29, the customer called to inquire on a refund
for the hotel and flight portions. An Expedia representative processed the
refund for the hotel portion in the amount of $998.95, and cancelled the flight
portion per customer’s request. ***
airlines does not allow for refund, however they have extended future travel
credit for each passenger. Customer must re-book and commence new travel by
February 22, 2022. Change fees will be waived by ***, while fare difference
may apply. Change in origin and destination are allowed. ***
airlines does not allow for a refund, however they have extended future travel
credit for each passenger. Customer must re-book and commence new travel by May
31, 2022. Change fee will be waived by ***, while fare difference may
apply. Unfortunately the vacation waiver does not cover for the
flights as it covers change and cancellation fees
charged by a travel provider. Per the terms and conditions, the flights are not
covered for a full refund.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a trip for 2 to New York from Los Angeles with hotel Air fare and activity for 4/25/2020 through 5/1/2020.
Due to to the corona Virus stay at home order I cancelled the whole Itinerary on 3/20/2020 via their website chat feature.
I received the cancelation of my hotel the next day and assumed they will be working on the airfare later. I realized that the activity was a different itinerary so I canceled that as well a little later on their website chat. I received refunds on my hotel and activity but nothing on air fare.
I finally reached out to them after the date of travel to see if I can get a voucher for future use and was given ticket numbers to contact the airline directly. Upon getting in touch with the airline I was told that my tickets were not cancelled and that I was noted as a no show and do not qualify for a voucher for future travel. I called Expedia and they tell me that I didn't tell them to cancel the airfare even though I told them to cancel the whole Itinerary. they are not taking responsibility for their mistake of not cancelling my airfare and will not help or do anything for me.
Expedia.com Response
• Jun 27, 2020
June 27, 2020Revdex.comAlaska, 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 Mr. *** (Revdex.com case number ***) regarding his flight
reservation. We understand the customer is requesting a refund or a future travel
credit (FTC) with *** Airlines. Our records indicate the on February 1,
2020, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's website, under itinerary ***.
The booking included a roundtrip flight with *** Airlines from Los Angeles,
CA, to New York, NY, departing on April 25, 2020, and returning on May 1, 2020;
and a refundable hotel booking with *** New York - Manhattan
West Side, New York, NY. Upon review, on March 21, 2020, the
customer, or an authorized user of the account, self-cancelled the hotel portion of the booking for a full refund. Upon further review, on April 27, 2020,
an airline-initiated schedule change occurred on the returning flight. The
customer was sent an email with alternative flight options, along with an
option to self-cancel the flight for a refund via Self-Help section on the
website. On May 14, 2020, Mr. contacted
Expedia via phone and requested a refund or an FTC with *** Airlines. Expedia
called the airline and they informed us the customer was marked as a no show
and isn’t eligible for neither a refund or FTC. Please be advised there are no recorded
attempts from Mr. to contact us prior to May 14, 2020, and based on
the airline’s policy and the flight’s fare rules, we are unable to honor the
customer’s request for a refund or FTC with *** Airlines. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I had good service with them in the past, but since the Covid 19 pandemic began, they literally wouldn't speak to me unless it was closer to the time of my travel. Once I was finally able to speak with someone, they wouldn't honor my travel waiver, which should have given me a full refund for cancelling my flight. They claimed it was because of some type of loophole with the airline and the status of the flight. Keep in mind that this is despite the fact that I called them over two months ago, and they verified at that time that I would be fully reimbursed if I decided to cancel in the future.
Getting someone on the phone was very difficult. I would often call, just to be put on hold, and either no one came back or they system finally hung up on me.
I booked flights on *** air through *** Travel (operated by Expedia). *** cancelled my flights on April 17, 2020 and *** notified me I would be issued a credit. I have contacted both *** Travel and *** several times stating that I want a refund and not a flight credit. *** refuses to respond and says that I must work with *** Travel. *** Travel stated my flight is nonrefundable and they advocated for me with *** and issued a flight credit. *** Travel has stopped responding to my emails after issuing a credit that expires in January 2021.
es, compensation and the refund of ticket costs as in the case of non-carriage subject to the requirements mentioned". The DOT has recently issued guidance stating that airlines and travel agents must honor the terms and policies in place at the time of booking and that retroactive changes constitute unfair practices. Per the terms and conditions at the time of booking, EU regulations, and DOT guidance, I am entitled to a full refund. *** Travel should issue my refund and pursue any dispute they have with *** without my involvement as *** won't respond to me.
My flight was non-refundable, however, I did not cancel the flight. The airline cancelled the flight and DOT and EU regulations are clear that in the event of cancellation, airlines must refund even non-refundable bookings.
*** Travel/Expedia's terms and conditions state that "if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of pur*** 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.". *** Contract of Carriage states "14.5. Notice pursuant to Regulation (EC) 261/2004 on passenger rights
In cases of non-carriage due to overbooking, flight cancellations and delays of at least two
hours, you have the following rights as set out in the above-mentioned regulation. [...] In case of the cancellation of a scheduled flight, you have the same right to receive c
June
29, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
Revdex.com,Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought, to our
attention. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding a refund request. Upon additional review it was verified
that Ms. booked the reservation in question, itinerary ***, with *** Ultimate
Rewards and not via Expedia.com. We have worked with our *** team to provide
the following details on this issue. Records have verified that Ms. was
provided a full refund for the above noted itinerary on May 19, 2020. The refund was issued in the amount of $1,672.18
back to the credit card ending in ***, along with 6894 points also placed back
to the *** account. While refund timing is extended at this time due
to the amount of refunds being issued, we can confirm the points were already
added to the account and the cash amount refunded shows in the Bank Processing
state as of May 26th. Again,
we thank you for allowing us the opportunity to address the issues that were
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Michelle ***Ultimate Rewards Supervisor Desk
In late Dec. 2019 I booked a trip to Germany to attend a trade show. I bought the full, no questioned asked refund insurance package from Expedia. In March I found the trade show was canceled because of the pandemic. Then Germany closed its borders and shut down the hotel I intended to stay in. The hotel remains closed to this day. I started trying to contact Expedia for a refund with no luck. During this period I found the flight I was taking from the US to Europe was also grounded. In early May I was finally able to reach Expedia only to find they stated they had chanced their policies and there would be no refund. The insurance I had bought was not going to be honored. I was told there would be vouchers sent for both the flight and the hotel but they were only good during a period I had no need to go to Germany. So I'm out $3200 without any kind of acceptable reason why.
On February 7 2020 I've made a Hotel Reservation through Expedia to a Hotel in Paris for 3/14/20 till 3/22/20 *** for $977.65
On 3/12 The presiden of the United States of America suspemded all international flights coming in and going out to the US so Ive decided to cancel my trip.
I've tried to reason with Expedia but they didn't want to give me a refund. Also tried to reason with the hotel in Paris but they also didn't want issue a refund and I had to talk to expedia, they also told that the hotel will close during my stay because of the pandemic. So if I would have decided to fly anyways I would have not have any place to stay in Paris also my return flight was cancelled by the airline.
So I've decided to dispute the charge with my credit card.
In the meantime the Hotel agreed to a 50 % refund $485.51
I've received two letters from Expedia stating that they refunded my account but no credit was issued.
After two months the credit card denied my dispute on merchants favor.
So Expedia not only did not refund me the full amount but alse ket the 50% that the hotel agreed to give me back.
Besides all the agreements that Expedia and the hotel might have, the hotel was closed during that period so somebody is stealing my money. No service was provided neither by the Hotel or Expedia. The hotel did not lose any money because they were closed during 3/14 to 3/22.THis was a global crisis it was nobody's fault but nobody wants to loose money or take the extra steps to comply with a customer.
I am unemployed since March unable to have any income and not receiving unemployment benefits also.
This is like throwing $977.65 to the garbage.
Citibank agreed with the merchant that I am really sure took all the loans available by the government that they will never have to pay back in the middle of this global crisis.
June 30, 2020Revdex.comAlaska, 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 Mr. *** (Revdex.com case number ***) regarding his hotel
reservation. Our
records indicate that on February 7, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable hotel reservation on
Expedia’s website, under itinerary ***. The booking was with ***
*** Paris, France, for March 14-22, 2020. Upon
review, on March 11, 2020, the customer contacted Expedia by phone to cancel
the booking due to COVID-19. We sent an email to the hotel, requesting a waiver
of the nonrefundable penalty. Due to
lack of response from the property, on March 12, 2020, we sent them a follow up
email. On
March 19, 2020, the hotel responded to our email and advised that due to the
nonrefundable policy of the booking, they are allowing a 50% refund of the
fare. On March 24, 2020, a 50% refund
in the amount of $492.14 was issued to the customer’s original form of payment. Upon further review, on April
7, 2020, the processing refund transaction failed as the customer filed a chargeback
claim for the full cost of the hotel booking directly with his bank. On June 30, 2020,
Expedia reached out to the customer directly and discussed steps Mr. needs
to take in order for us to resolve the issue. The customer will obtain official
documentation from his financial institution advising there are no active
dispute claims with Expedia and confirming no refunds were issued on closed
claims. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate
Correspondence Team
I had a hotel reservation at *** for 2 days, but due to covid-19 we will not be able to make it. When asked for refund the expedia is offering one year validity coupon only for that hotel. When asked to customer service that I do not want the coupon for the same hotel instead you can share a coupon for flight I am happy but the customer service did not offered any help. Instead they forced me to cancel it since they stated that it can be expired and if you claim it now then may be next year you can think about it. I am completely unhappy as you my 800$ approx booking is only restricted to the same hotel and you do not know whether you want to go to that place next year or you can always get a better deal in other hotel for next year. I fell like my 800$ approx is wasted due to expedia
June 15,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a hotel. We understand they are requesting a refund.The
customer booked two nights with the Andromeda Villas for check in on May 29,
2020. The reservation was nonrefundable and no changes were allowed. As a
courtesy, the hotel offered credit certificates to guests that were due to stay
during the month of May, if cancelation was requested by May 1, 2020. The
certificate allows their guest to rebook without having to choose new dates immediately.
At the time of rebooking and difference in cost would be due. The certificate
of coupon is in their Expedia account. A refund was not available.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,Denise ***Corporate Correspondence Team
My family had a trip scheduled in early June worth almost 8k and bought an Expedia vacation waiver that allow cancellations anytime. After multiple calls with 1 -2 hour waiting, I got hold of them today and after 2 hours on the phone, they said the waiver has been revoked due to COVID and therefore unless the hotel reimburses us (which Hotel.com is reporting is closed), we will not get our $5000 back. I was never notified of the Waiver being made invalid which Expedia acknowledged and they have not refunded the money either. They are stealing money from customers and need to be investigated. *** Airlines worked provided travel vouchers for the tickets otherwise the loss would be more.
I purchased flight package from Expedia on March 5, 2020 in addition to travel insurance totaling $903.78. Due to covid 19 several changes were occurring affecting travel and flights to include travel bans. I received an email from *** Airlines on March 14th canceling my outbound connecting flight and inbound connecting flight. Expedia refunded my hotel fees of $212.35 from the trip but has not returned my flight fees of the remaining balance. I have made several calls to Expedia as well as *** for refunds but each party points refund responsibility on the other. According to DOT guidance if airline significantly changes a flight or cancels a flight refund must be alloted. I have email documentation I have offered to send to Expedia from *** Airlines canceling my flight in which Expedia will not allow me to send stating they have no way to receive emails. I also all email correspondence and refund case number provided April 6th from ***. I've reached out to *** as well offering proof email correspondence from them. Expedia was who I booked through and paid and they have an obligation to refund me especially as I purchased travel insurance. I am able to provide documentation of the amounts paid, documents received from *** concerning flight cancelation, and email receipt of refund request.
June 29, 2020Revdex.comAlaska, 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 Mrs. *** (Revdex.com case number ***) regarding her flight
reservation. We understand the customer is requesting a full refund of the
flight due to an airline-initiated schedule change. Upon
review, on June 23, 2020, Expedia issued a full refund of the flight back to
the customer’s original form of payment. It may take up to two billing cycles
for the refund to process, depending on Mrs.’s financial
institution. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms
of Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** 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. Future bookings Expedia needs to make customers more aware that even paying for insurance Expedia still may not honor refunds and they make it very difficult for customers to receive refunds they are entitled to. They also need to include a way to receive documentation from customers that provide proof that they are entitled to their refund under circumstances not listed in their policies. I have not received my refund yet but I will wait the bill cycle stated before contacting Revdex.com again or Expedia.
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
In January, 2020, I purchased flights for me and my family (round trip) to Florida to go on a cruise. Itinerary ***. The amount paid was $1,561.32. In April, 2020, the cruise line informed me that the cruise was canceled. I notified Expedia via their website that due to Corona, my travel plans were canceled. They issued me an email stating that my flights can be rescheduled within one year. No refund. HIghly unacceptable. Me and my family are not capable of traveling within a year, and we certainly cannot make plans like this again to travel together. Corona has canceled all vacations, flights, cruises, etc, so I need my money refunded to my credit card immediately. Thank you.
June 15,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number )
regarding flights. We understand *** is requesting a refund.The customer
purchased combined one way flights for four passengers for travel from Pittsburgh,
PA, to Miami FL, departing on June 6, 2020 with *** Airlines, and returning
on June 13, 2020 with *** Airlines. Both sets of flights were nonrefundable
with no changes allowed. As a
courtesy both airlines had been offering customers future credit, even when nonrefundable
flights were a lost value if not used for the dates and times booked, and
without a change fee. In this case, we found that all of the tickets are
refunded.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,Denise ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and it is accurate. However, I find Expedia's customer service in this matter to be horrible. I will not use them in the future, nor do I recommend that anyone use them.
Sincerely
I have no spoken via telephone and chat with Expedia regarding my canceled flight due to Covid-19. I am currently on the phone with my fourth call to them now. I already know what they are going to say. They are refusing to give me the refund that I am entitled to. The Airline says that they cannot call them to assist in the refund process and I even had an agent ask me "Did you ask them nicely"?" as if that is a valid reason not to give me the refund that I am due. Expedia tells me that it is the airlines policy and the airline is telling me that it's not their policy and they can't ask them for a refund on my behalf. They are taking my money and giving me no service in return. These people are crooks. I will never use them again. I will also be leaving the airline a review as well.
I am an Expedia customer for the last 15 years. I bought two way tickets 5 months ago and paid $1,499 and because of COVID 19, the return was was cancelled. I did not reach Expedia for 2 months but I got an email saying that I would get the refund!
I called them today, waited for 1 hour, couldn't reach anyone. Then I contacted a real agent online and he told me that I got $0 as a refund! I am very upset that Expedia turned to be a scam company and did not care about their customers. Then why should I ever use Expedia again? You give "silver", "golden" names to your customers but the only thing you care is the money. This is not how the business is done! I will let everyone around me know how Expedia stole half of my money. They owe me $750 and they don't pay back and they don't care! Thank you Expedia! You lost me and you will loose tons of customers!
I purchased airline tickets through expedia for our 2020 Alaskan cruise. The cruise was supposed to depart in Seward, Alaska and end in Vancouver, BC. However, due to COVID the Canadian government choose to no reopen the port in time for our trip that would take place in May. I contacted Expedia as soon as the cruise line contacted us in March to tell us that our trip was cancelled. I was instructed by Expedia that they could not refund me, my money and I would have to use the credit by April 1, 2021. I was instructed by the representative to contact them at a future date to see if things have changed due to COVID and *** may have changed their policies.
I contacted Expedia today, 5/15/2020 and was on the phone with Expedia for 2 hours and 3 minutes. Out of this time I probably talked to someone for less than 10 minutes. The first individual I spoke to said due to me cancelling my flight there was nothing that could be done and that I would just have to use the credit before April 2021. I tried to explain to her that my parents booked through *** and they got a full refund and that the *** website shows that I should have 2 years to use my credit. The girl was extremely rude so I requested to speak to her supervisor. I then spoke to William after I waited over 30 minutes for him to answer the call. I then spoke to William for maybe 2-3 minutes and explained the situation. He then placed me on hold for an hour for him to review the current policies. Af the 2 hour mark I asked if anyone what there as I had been on the phone for 2 hours and there was no response, however, 3 minutes later he hung up the phone and now I'm filing a complaint.
I understand that COVID had impacted companies and consumers, however, *** is giving out refunds and extended credits and Expedia is not willing to work with consumers. As a consumer I have no control over COVID and what it has done to our nation. I have a son who is high risk so I am unable to say when we will be able to go on vacation again, let alone I work. Expedia customer service has been horrible in trying to work through these issues.
June 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a one-way fare with *** departing Vancouver,
BC, Canada to Atlanta, GA on May 30, 2020 for three adults. We understand Ms. is requesting a refund for the
cancelled flights.On April 2, *** cancelled flight operations departing Vancouver to
Atlanta. Per the airlines flex policy for COVID-19, they are only allowing
refunds if the change or cancellation occurred on or before March 18, 2020.
Flights that have been changed or cancelled on or after March 19, 2020 are only
valid to receive future travel credit with ***. We have advocated a
refund request directly with the airline, however they have denied the refund
request. The airline representative stated each passenger is valid for future travel credit, with new travel to be completed by April 2, 2022.
Change fees will be waived, while fare difference may apply and any residual
value will be lost. 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
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.
This is all I was asking for is a refund or for Expedia to go by the guideline that *** had posted. It seems that Expedia failed to read fully what I had been through and that I tried to explain to their representative that I should be allowed 2 years or until April 2022 to use my credit when they continuously argued that it could not be applied to my trip. I understand COVID is unprecedented and caused issues, but as the consumer a little more respect from the company would be appreciated. Instead of waiting on the phone for 2 hours and having to submit a claim to the Revdex.com just so they will follow procedures put in place by the airline.
Sincerely
We purchased a flight through Expedia. We are now unable to travel because of the Caronavirus. We tried to cancel, but now it will not allow us to. We have photographs indicating that we should be refunded a certain amount but Expedia refuses to issue the refund.
June 29, 2020Revdex.comAlaska, 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 Ms. *** (Revdex.com case number ***) regarding her flight
reservation. Our
records indicate that on November 29, 2019, the customer, or an authorized user
of the Expedia account, self-booked a one-way flight for two passengers on
Expedia’s mobile site, under itinerary ***. The booking was with ***
*** from Charlotte, NC, USA, to Madrid, Spain, departing on June 16, 2020.
Per the tickets’ fare rules, the flight is refundable with the $190.00 cancellation/change
penalty per passenger. We understand the customer is requesting a full refund
of the flight due to COVID-19. Per
the customer’s request, we reviewed the flight’s fare rules and confirm it’s
eligible for a refund. Unfortunately, *** disabled our ability to issue
refunds directly. Per the airline’s strict guidelines, we are required to send
them refund requests on behalf of our customers.On
June 29, 2020, as instructed, we sent a refund request to the airline on your
behalf. We also requested to waive the cancellation penalty due to COVID-19. Please
be advised, it is up to the airline to provide
the waiver, as well as to approve and process the refund. Per *** Portugal’s provided
time-frame, the process may take up to 10 weeks. We will send you an email
notification when the refund is processed or an update in a month if the refund
is still pending. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Hello,
I have difficulty to cancel my flights and have my refund back on my account. My husband and I change the plan to travel due to the COVID Issue. He doesn't plan to travel internationally until finding the Coronavirus vaccine. My husband is an advanced age and doesn't want to put his life at risk.
I am having difficulty to cancel the plane tickets to have my refund back on my account. I spoke with the *** and they don’t have any problem giving me a refund without a fee. However, they said that I cannot do the cancelation directly with them because the tickets were bought with Expedia. However, I attempt to reach Expedia but it is impossible due to the limited customer services provided by them. I try to reach them by email, website, calls, unfortunately, any attempts succeeded.
Please find enclosed the plane tickets and ***'s new rules, as well as the response from them.
I greatly appreciate your kind attention to solve this matter. I am looking forward to hearing a response from you as soon as possible.
Thank you
June 13, 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 multiple flight reservations. Our records reflect a round-trip fare with ***
*** Airlines departing Orlando, FL to Brasilia, Brazil on September 3, 2020, and returning
September 15, 2020 for two adults on itinerary ***. And a
one-way fare with *** departing Brasilia, Brazil to Natal, Brazil on September 5,
2020 for two adults. We
understand Ms. is requesting a refund.The fare rules
on itinerary ***
states the tickets are eligible for refund less 60% as a penalty for cancellation.
The customer has an option to keep the tickets for future travel. Ms.
may re-book by January 23, 2021. Change fees and fare difference will be waived
when booked outside of airlines peak months (December, January, July), however
will be subject to availability. When re-booking, same routing as the original
booking must be made.Itinerary ***
is non-refundable when cancelled and will only hold future travel credit with
the airline. Ms. may re-book by January 23, 2021. Change fees and fare difference
will be waived when booked outside of airlines peak months (December, January,
July), however will be subject to availability. When re-booking, same routing
as the original booking must be made.We
contacted Ms. to advise the policy. The customer has mentioned to follow
the law pertaining to penalties imposed by the airlines. The customer
disconnected the line. Expedia has advocated on behalf of the customer to
request a refund for both itineraries without penalties, however due to the
information provided, they are unable to provide a full refund if cancelled.We kindly
ask Ms. to contact our service desk when she is ready to proceed with the
cancellation.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 under the Constitutional Brazil law, Constitution Art. 62 - MP 948 published in March 20th 20120, that the *** is busbordinate with. Based on the law, cancel all of the airline policy due to force majeure and public calamity. The COVID-19 has cancel all of international flights, as well as the airlines companies is requested to refund the full amount the purchase. I don’t have a perspective when the chaotic situation will be solved, so I don’t have interest to travel to Brazil this year and next year.
I had the same issue with ***, however they complied the law and did not charge any fee for my refund. I had many hotels reservations for this vacation that the policy didn’t allow cancelling. However, they known the law and solved the issue along the hotels without any problem. I had the issue solved in the same day and refund in my credit card in 15 days.
Several times Expedia was advised about the law, emails with the law attached was sent in all the communications. In addition, I contacted directly *** by email and they agreed with the refund without fees according to the response sent by them that was followed to Expedia as well. As a result, Expedia has ignored the information persisting to charge me illegal fees.
Please feel free to contact me if you have any questions.
I greatly appreciate your kind support to solve this matter.
Sincerely
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret
to hear Ms. did not accept our response
and/or resolution offered. We have reviewed the documentation/new
information Ms. provided to further
address her concerns. The fare rules on itinerary
*** states the tickets are eligible for refund less 60% as a penalty
for cancellation. The customer has an option to keep the tickets for future
travel. Ms. may re-book by January 23, 2021. Change fees and fare
difference will be waived when booked outside of airlines peak months
(December, January, July), however will be subject to availability. When
re-booking, same routing as the original booking must be made.Itinerary *** is non-refundable when cancelled and
will only hold future travel credit with the airline. Ms. may re-book by
January 23, 2021. Change fees and fare difference will be waived when booked
outside of airlines peak months (December, January, July), however will be
subject to availability. When re-booking, same routing as the original booking
must be made.As stated previously, we have
contacted *** airlines on behalf of the customer to advocate for a refund, however
the airlines has not allowed for a complete refund. The flights are currently
still operational and have not been cancelled nor has encountered any flight interruptions.
If Ms. chooses to cancel the itineraries, the fare rules and policy of
the airline will take effect.We have contacted the customer again
to resolve the situation, however the customer has not allowed us to speak to
advise of the policy given to us from *** airlines and had disconnected the line while speaking with us. The flights will remain confirmed
and if Ms. chooses to cancel, she may call our service desk. 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 to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response based on the *** Airlines response on the ***’s response, Reference # ***, that started that the airline company comply with the COVID-19 policy according to the article 5o of MP 948 and they don't have any problem to refund the purchase amount without any fees. In addition, they already advise Expedia to follow the procedure based on the new law in Brazil.
Sincerely
Hi I booked Itinerary number #*** and it was for a trip flying from Glasgow to Vienna leaving on 24th April and returning on 27th April - airline *** for myself and my wife. Expedia have refunded my hotel but not my flight. I booked the flight and the terms were no refunds but as it was cancelled due to COVD-19 *** have said that you can get a refund. I have been in touch with expedia through email several times but am getting nowhere as they just keep saying that they will only offer an airline credit, I have even sent a picture of ***'s website where it says I can get a refund. To make things worse we were leaving at 06:00 hrs in the morning from Glasgow and arriving in Vienna at midday but this flight is no longer available and now the earliest I can get there is 19:00hrs so Im losing the first day nearly. Please help.
June 24, 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 ***) would a full refund.Our records indicate on February 16, 2020, Mr. or an authorized user of
the Expedia account, self-booked two round trip flights on ***, departing
on April 24, 2020 from Glasgow, Scotland to Vienna, Austria, returning April
27, 2020, along with a three night stay at *** and the Package Protection Plan via ***.
We can confirm
on March 29, 2020, an electronic request was submitted to
cancel the hotel and flight reservation. The hotel reservation was refunded for $318.07 to AMEX card ending 1002.
The flight reservation shows as being requested to be cancelled in ***
systemOn May 8, 2020, the
customer communicated with our CHAT Team and asked
for a refund for the cancelled flights. Our representative noted the account that the airline could not contacted. Expedia emailed the customer advising. “the airline allows you to use the value of your ticket towards
a future travel”. From May 8, 2020
through May 14, 2020, numerous emails between Expedia and the customer in
regard to the refund for the cancelled flight reservation. Expedia emailed the customer advising the
cancelled flight reservation had a future travel credit that was applicable per
the airline policy. The customer replied
back advising information was reviewed on the airlines site that advises it is
refundable.After further review on June 24, 2020, Expedia
reviewed the Expedia reservation and the *** record. The *** record shows the customer
requested cancellation via electronic communication on March 29, 2020. The *** COVID19 policy allows a future travel
credit to be used. As a courtesy Expedia
emailed *** and asked if they will authorize refunding the reservation.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
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, Mr. Welsh
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 a trip package through Expedia that was cancelled due to the hotel shutting down from coronavirus concerns. I was informed that I would get a full refund within 30 days and that date has passed. I have been on the phone with Expedia at least a dozen times and have been led to hung up on and misinformed every time.
June 24, 2020
Revdex.comAlaska, 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 Better
Business
Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is responding to the consumer complaint from Mr. *** Bottom of Form, Revdex.com case number 14364374
regarding a refund. We understand that Mr. is seeking a refund. Upon further
research, we were unable to locate an Expedia account or reservation related to
the complaint. We respectfully request
that you provide us with the itinerary number of the booking and/or the email
address used at the time of booking. The
requested information will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were 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
On December 29, 2019, I booked a travel package through Expedia for Travel to Paris, France between the dates of March 16 to March 20, 2020. On March 11, 2020, President *** Trump issued a travel ban for travel to and from Europe to be effective on March 13, 2020 due to the Coronavirus. On March 13, 2020, I attempted to contact Expedia, *** Airways and the hotel to inform them all that I will be unable to travel on March 16 due to the Coronavirus proclamation order but I was not able to get through the phone line. When I finally got a hold of someone at Expedia (Travel agency I used for booking) In the month of April I was informed that since I did not contact the airline company 3 days in advance that I will not be able to get a refund but only a travel voucher. Expedia also informed me that I will not be getting a refund as well from the hotel in France since they were not alerted sooner. I attempted to contact them but was unable to get through and now I am being denied my refund of $765.30.
June 25, 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 ***) would a full refund.Our records indicate on December 29, 2020, Mr. or
an authorized user of the Expedia account, self-booked a round trip flights on *** Airways, departing on March 16, 2020 from Miami, FL to Paris,
France, returning March 20, 2020, along with a three night stay at Hotel *** via
***. We can confirm on May 7, 2020, the customer called and
wanted to know the status of his refund. Our representative noted the flight
was tagged as a no show by *** Airways.
Our representative offered a credit per *** Airway’s COVID19
policy. The customer claimed he could
not reach an agent when he contacted Expedia last March. The *** Airways record shows that notification
was sent to the customer on March 15, 2020.
Our representative advised there will be a credit offered and the
customer insisted on a refund. The
hotel was contacted and they advised a refund was not possible but they would
accept postponing the reservation.After further review on June 25, 2020, Expedia
reviewed the Expedia reservation and the *** Airways record. Expedia contacted *** Airways and they
advised that a refund. Submitted the refund request on *** Airways website
and received notification that the refund process code take 6 weeks. The customer
would need to contact our Customer Service Department at 877-227-7481 for changing the hotel dates since the
hotel is not offering a refund.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. 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
Complaint: ***
I am rejecting this response because I am not only entitled to a full refund from *** Airways but also from the hotel as well. I understand that Expedia works as a third party and must adhere to the airline and hotel policy but when I contacted the hotel and airline directly, I was told that I have to go through Expedia. There is an international travel ban in place due to COVID-19 and no one knows when international travel will resume. I am affected financially by this virus and me not getting my refund affects me even more. It does not make sense that I’m not getting a refund for a trip that I am unable to take and don’t know when I’ll be able to take due to a global pandemic. The United States Government, European Union and the World Health Organization have restricted me from international travel and has advised for all businesses to refund customers for any and all unbooked stays and trips. I tried to resolve this amicably but unfortunately I am not getting anywhere. If Expedia continues to refuse me my refund, I will retain an Attorney and take legal action against Expedia. This is not right and beyond my control. I did not personally choose not to take this trip but I was mandated by the Government not too.
Sincerely
My daughter has been trying to get back from Fuzhou, China since April 6 at the conclusion of her job contract. We purchased a flight for her return to Orlando, FL through Expedia.com for $857.65. My daughter found out that the flight was canceled when she called the airline. No communication was sent from Expedia in regards to the cancelation. Expedia assisted with booking a new flight reservation and once again the flight was canceled. No communication was received from expedia again. We have been trying to get the situation addressed and get a flight. I understand that due to the Covid19, flights are limited. There has not been an actual real apology for the lack of timely communication as my daughter has to make her way to the airport each time. Expedia is now asking for an additional $1000 after my conversation with two agents today 5/15/20 in order to book another flight with the airline. There is apparently a glitch that the agents could not even access the tickets booked and it had to be escalated to IT with no other resolve aside from a credit. I need to get my daughter home and we are running out of money. I need the refund in order to find a flight through a different company. She is stranded in a foreign country.
June 24, 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 flights. Our records reflect a one-way fare with ***
departing Fuzhou, China to Orlando, FL on April
6, 2020 for one adult. We
understand Ms. is requesting a refund of $857.65 due to the cancelled flights.The original flights the customer purchased were
cancelled same day of purchase on March 30. On May 20, Ms. or an authorized
user of the Expedia account called to make an exchange to the original ticket.
The request was to depart June 2, 2020 from Fuzhou,
China to Orlando, FL. The Expedia representative was having issues with pulling
up the record for the customer, and therefore called *** to inquire on an
exchange. The airline representative had advised that on
May 3, *** re-issued a new ticket (***. The customer was
transferred with *** to complete the exchange. We have contacted *** to inquire on the status of
the new ticket, however the customer did not make an exchange with the
airline. We were advised the customer will have future travel credit with ***.
The passenger must re-book new travel by April 8, 2022. Change fees will be
waived by the airline, while fare difference may apply. The customer must call
*** directly to make the exchange as they now have complete control of
the ticket.Due
to the information provided, we are unable to process a refund for the flights.
The customer may request for a refund directly with ***, however refund
requests are subject to approval. We apologize for the delay and
any inconveniences this has caused for the customer.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I am still disputing the charge from Expedia . When the COVID19 virus outbreak began it was recommended that all travel be ceased due to this life threatening pandemic. Please see telephone records supplied, calls indicated by an asterisk. On March 14, 2020, I began calling Expedia to cancel my hotel reservation penalty free for check in 03/27/2020 through 03/30/2020 at the *** on ***. At this time the recording stated that they had a large call volume and could not answer calls and I was disconnected. On March 14, 2020 I called the *** directly to cancel the hotel reservation penalty free and they advised that I must reach out to the company that I initially booked the hotel reservation with. I expressed to them that the initial number that I called to reach Expedia disconnected me and they provided me with a different number 1-800-*** I called this number on March 14, 2020 and it stated that if your travel plans are more than 7 days in advanced that they could not assist you and to call back 7 days before your check in. I went on the Expedia website to cancel the reservation but it stated that if I cancel my $645.39 would not be refundable. I then sent a email to Expedia to ask them could they confirm that if I cancel the reservation would it be penalty free due to the COVID1 9 with no response from Expedia. I called back on March 19, 2020 as evidenced by phone records and the recording had changed again stating they are not able to help you and can only assist customers whose travel plans were three days before check in. I then called Expedia again on 03/22/2020 as evidenced by phone records and once again could not speak with a representative. After many failed attempts I contacted *** to assist me in this matter as Expedia had not responded by email or phone. I have made many attempts to cancel this reservation penalty free due to the life threatening COVID 19 pandemic and had no cooperation from Expedia to assist me in this matter. In the future I will never book any services with Expedia as they have poor customer service and unreasonable policies even in a life threatening pandemic. Please remove the $645.39 from my credit card. I contacted the *** on 05/15/2020 they advised me that my reservation fell under the flex cancellation policy and that I should not have been charged.
June 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
hotel reservation. Our records reflect a three night stay at the *** Washington on *** in Washington,
DC, checking in on March 27, 2020 for two adults and 1 child. We understand Ms. is requesting a refund.On
May 15, Ms. or an authorized user of the Expedia account called to
inquire on a refund for the hotel stay. An Expedia corporate representative processed
a full refund in the amount of $645.39. No
further action taken as Ms. request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a package bundle through expedia to travel to Hawaii, I have been calling to cancel the trip bundle for the past two months and have not been able to cancel it. I have called expedia multiple times and the two times that I have gotten hold of a representative I was hung up on, I purchased the vacation wavier that states I can cancel the trip anytime for a FULL refund. I need my case to be resolved and money refunded to my credit card. I will not be traveling due to COVID-19, I have a baby, I am a healthcare worker and UNABLE to take time off and my husband is not working. I need this canceled.
June 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
packaged reservation. Our records reflect a combined one-way fare with ***
and *** airlines departing San
Francisco, CA to Kahului, HI on August 5, 2020 with ***, and
returning August 9, 2020 with ***. A four night stay at the *** by *** and a car rental
with *** with a collision damage plan and an Expedia vacation waiver for four
adults and one child. We
understand Ms. is requesting a complete refund.On
March 25, Ms. or an authorized use of the Expedia account cancelled and
received a refund for the car rental with *** and the collision damage plan
in the amount of $347.78. On May 29, the customer called to inquire on a refund
for the hotel and flight portions. An Expedia representative processed the
refund for the hotel portion in the amount of $998.95, and cancelled the flight
portion per customer’s request. ***
airlines does not allow for refund, however they have extended future travel
credit for each passenger. Customer must re-book and commence new travel by
February 22, 2022. Change fees will be waived by ***, while fare difference
may apply. Change in origin and destination are allowed. ***
airlines does not allow for a refund, however they have extended future travel
credit for each passenger. Customer must re-book and commence new travel by May
31, 2022. Change fee will be waived by ***, while fare difference may
apply. Unfortunately the vacation waiver does not cover for the
flights as it covers change and cancellation fees
charged by a travel provider. Per the terms and conditions, the flights are not
covered for a full refund.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a trip for 2 to New York from Los Angeles with hotel Air fare and activity for 4/25/2020 through 5/1/2020.
Due to to the corona Virus stay at home order I cancelled the whole Itinerary on 3/20/2020 via their website chat feature.
I received the cancelation of my hotel the next day and assumed they will be working on the airfare later. I realized that the activity was a different itinerary so I canceled that as well a little later on their website chat. I received refunds on my hotel and activity but nothing on air fare.
I finally reached out to them after the date of travel to see if I can get a voucher for future use and was given ticket numbers to contact the airline directly. Upon getting in touch with the airline I was told that my tickets were not cancelled and that I was noted as a no show and do not qualify for a voucher for future travel. I called Expedia and they tell me that I didn't tell them to cancel the airfare even though I told them to cancel the whole Itinerary. they are not taking responsibility for their mistake of not cancelling my airfare and will not help or do anything for me.
June 27, 2020Revdex.comAlaska, 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 Mr. *** (Revdex.com case number ***) regarding his flight
reservation. We understand the customer is requesting a refund or a future travel
credit (FTC) with *** Airlines. Our records indicate the on February 1,
2020, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's website, under itinerary ***.
The booking included a roundtrip flight with *** Airlines from Los Angeles,
CA, to New York, NY, departing on April 25, 2020, and returning on May 1, 2020;
and a refundable hotel booking with *** New York - Manhattan
West Side, New York, NY. Upon review, on March 21, 2020, the
customer, or an authorized user of the account, self-cancelled the hotel portion of the booking for a full refund. Upon further review, on April 27, 2020,
an airline-initiated schedule change occurred on the returning flight. The
customer was sent an email with alternative flight options, along with an
option to self-cancel the flight for a refund via Self-Help section on the
website. On May 14, 2020, Mr. contacted
Expedia via phone and requested a refund or an FTC with *** Airlines. Expedia
called the airline and they informed us the customer was marked as a no show
and isn’t eligible for neither a refund or FTC. Please be advised there are no recorded
attempts from Mr. to contact us prior to May 14, 2020, and based on
the airline’s policy and the flight’s fare rules, we are unable to honor the
customer’s request for a refund or FTC with *** Airlines. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state: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 Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I had good service with them in the past, but since the Covid 19 pandemic began, they literally wouldn't speak to me unless it was closer to the time of my travel. Once I was finally able to speak with someone, they wouldn't honor my travel waiver, which should have given me a full refund for cancelling my flight. They claimed it was because of some type of loophole with the airline and the status of the flight. Keep in mind that this is despite the fact that I called them over two months ago, and they verified at that time that I would be fully reimbursed if I decided to cancel in the future.
Getting someone on the phone was very difficult. I would often call, just to be put on hold, and either no one came back or they system finally hung up on me.