Very poor customer support. All calls are directed to India; representative are hard to understand and they don't get what you tell them.
I called a month ago to change my return trip since the airline was closed. It took hours for them to resolve it. The flight is supposed to happen in 3 days from now and when I checked the airline website it specifies that they are closed until June 7th.
Now after 2 calls where I had to wait more that 3 hours to talk to a rep that doesn't get English, I'm on hold to talk to another supervisor who maybe can change my return trip.
How can this business earn a 5 star rating?
This of course is not the first time they disappoint, but is my first time to file a complaint.
I booked a reservation for a vacation/hotel and was not able to go due to travel restrictions due to COVID19. Expedia will not refund any of my hotels. I would like a refund.
Expedia.com Response
• Jun 11, 2020
June 11, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com 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. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a hotel reservation.
Upon researching the customer’s complaint, we were not provided with the Expedia itinerary numbers. The email address provided is linked to an Expedia account. We ask that Mrs. reviews the full itinerary numbers she booked and reach out to us so that she can be assisted by the correct line of business.
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 at 1-800-*** for immediate assistance.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• Jun 22, 2020
I received an email on June19th stating my case would be closed. When pulling up the correspondence is shows another letter that was sent to me on the 11th. I did not receive this, and therefore did not send in requested information. I looked in my spam and my deleted emails, and did NOT receive it. The information for itenerary is listed below.
Expedia Itinerary number: ***
Expedia Itinerary number: ***
I would like this case to be reviewed for refunds. I only received letter on 5.14.20 and 6.19.20 as far as I can see in my emails.
Thanks
Expedia.com Response
• Jun 30, 2020
June 30, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mrs. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a refund request for two different hotel reservations.
After researching Ms.’s case we were able to see that Mrs. booked a Pay Now reservation via itinerary *** and a Pay Later via itinerary ***. I have been able to confirm there was no previous contact to Expedia by the customer regarding either itinerary. Nevertheless, I have contacted the Pay Now hotel reservation under itinerary ***. The hotel which is ***, Redding, authorized a full refund of $114.23. This refund will appear on the customers account within 3 – 7 business days. The 2nd itinerary which is a Pay Later reservation under itinerary ***, is a hotel which charges the customer directly. The customer must contact the hotel at 7074655400 and request a refund. The hotel at that point would decide whether or not they will refund the customer directly.
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Ms.’s Expedia account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel A
Customer Correspondence Team
Customer Response
• Jul 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Back on January 22, 2020, we booked expensive international flights for our family of four on the Expedia website. This was for travel beginning June 24, 2020. It was before anyone knew about the pandemic. On March 24, 2020, we were notified our flights had been cancelled due to the Covid-19 crisis. We have been unable to get a refund for our flights or the travel insurance policy we purchased for these flights from Expedia. Further, our calls to Expedia are disconnected because our flights aren’t until June. We have not received a response to email. We cannot find a way to submit a form on the Expedia website. Expedia is basically non-responsive and holding onto our family’s money when they cancelled our flights nearly 2 months ago. We have tried to be patient because we know many people have had more urgent travel issues. However, our friends who were traveling with us and booked the same flights directly with the airline and through their *** travel program have already received refunds. Ironically, we booked our flights using Expedia because we thought they would be the more trustworthy and safe option. Now, we feel they are not being responsive or trustworthy at all. We certainly do not believe they are showing any care for us as longtime customers. We are now forced to file a complaint with the Revdex.com. Expedia owes us for both cancelled flights and now irrelevant travel insurance: $7,049.80.
Customer Response
• Jun 01, 2020
Expedia refunded the rest of the outstanding balance in dispute, which was the cost of the travel insurance. So, we are whole at this point and can close out our complaint.
Please let me know if there is anything more I should do from your perspective.
Thank you for your assistance. I have no doubt that Revdex.com played an important role in helping us resolve this issue. I am very grateful for all your help.
My husband and I purchased a trip through Expedia.com to Ireland. We also purchased a vacation waiver. The trip was cancelled due to COVID 19. They refunded the airline tickets and hotel. They will not refund the vacation waiver. We have been trying to reach out to them for months to cancel our trip and when you call it cuts you off unless your departure date is within 7-14 days. I tried to also reach out online. I finally got an email saying that the hotel cancelled our reservation due to being closed. I then today was finally able to reach someone about the flight refund and pretty much said they could do nothing about the vacation waiver payment because it’s been over 15 days even though I’ve been trying to reach out since a week from time of purchase. The waiver also states that you can cancel 15 days after purchase or the start of your scheduled trip! Why can I not get my money back this is crazy. I didn’t cancel they did!!
Expedia.com Response
• Jun 12, 2020
June 12, 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 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 booking. We understand the
customer is requesting a full refund of her Vacation Waiver due to COVID-19. On June 12, 2020, we issued a full refund of the Vacation Waiver in the
amount of $136.00 due to COVID-19. It may take up to 30 days for the refund to
process, depending on Ms.’s financial institution. 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 22, 2020
Good morning my name is *** and my case number is *** I received an email that stated that the case was closed/answered but the customer was still unsatisfied. My issue was addressed and resolved. I was refunded 100%. Even though I should not have had to take the measures to get my refund from Expedia I am happy that they refunded my money. It’s only fair that I make sure this is notated that my issues were resolved and I’m satisfied with the outcome. Thank you for your time and help with resolving my issue!
The International flight I purchased had to be rebooked due to Covid restrictions;
Expedia issued a credit expiring in June 2020. After numerous attempts, Expedia is still not able to rebook my flight on another date, and time is running out. At this point, I am not sure if I will accomplish that task before the expiration date of this deal. The original itinerary number is ***.
Customer Response
• Jun 12, 2020
Hello Mr.,
Since I wasn’t sure that you could intervene in time for solving my situation, yesterday, I tried another time to contact Expedia, I didn’t want to lose my credit that it would require to book a flight before June 30.
I started to be on the phone at 5.00pm and finally passed midnight, an operator, Jessa, who probably saw my desperation, spent an hour with me until she fixed my problem!
I have booked my fly for September with my credit!
At this point I would like to close my complain.
I cannot imagine what other people are going through with their credit, but my problem is solved.
Please, advice me if I need to do something on you website to close my case.
Thanks!
Best Regards.
I have a trip scheduled for June 2020. Itinerary # ***. I have received a number of forms of communication from Expedia letting me know that I am within my window to cancel my reservations. I have contacted expedia on 5/14/2020 to initiate my request to cancel and request a refund. The email I received stated I can get a refund or a credit for future travel. I requested the refund. I have spent over 90 minutes on the phone to be told that I now can not get a refund. This is unacceptable. With not knowing when it would be safe to travel, it is unfair for travel companies or airlines to hold on to money that one could very well use now. People are loosing their jobs and the impact is severe. I would like a full refund for my trip .
Expedia.com Response
• Jun 13, 2020
June 13, 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. Our
records indicate that on January 15, 2020, the customer, or an authorized user
of the Expedia, self-booked a nonrefundable flight with *** Airlines for two
passengers on Expedia’s website, under itinerary ***. The roundtrip
flight was from Washington, DC, to New Orleans, LA, departing on June 11, 2020,
and returning on June 14, 2020. Mr. paid $701.96 for the flight. We
understand the customer is requesting a full refund of the flight due an airline-initiated
schedule change. Per United’s
COVID-19 policy, flights are eligible for a refund only in case of a major
airline-initiated schedule change over six hours. Based on the airline’s
requirement, the customer’s flight isn’t eligible for a full refund, however, the
customer qualified for a full travel credit with the airline. Expedia
advised Mr. of the flight’s fare rules and the airline’s COVID-19
policy and offered a full travel credit with *** in accordance with the
airline’s requirements. The customer denied the offered credit and requested a
full refund. We contacted *** to request a waiver of the nonrefundable policy,
but the airline denied our request. On
June 13, 2020, Expedia issued a full refund of the flight in the amount of $701.96
back to the customer’s original form of payment as a one-time courtesy. It may
take up to 30 days for the refund to process, depending on Mr.’
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 13, 2020
Complaint: ***
I am rejecting this response because:Ms Wolfs correspondence doesn’t accurately detail the accounts that took place. I received two emails on two separate occasions offering me a refund. I simply requested the refund based on the option that was offered. Expedia was totally wrong in this case. I am also requesting a refund for my travel insurance. This entire ordeal has created so much stress for me.
Sincerely
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number
***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.Per our policy, Travel Vacation Waiver can be cancelled for a full
refund within 15 days from purchase, and as such, we are unable to honor the
customer’s request for a refund. Please note, on June 13, 2020, Expedia issued a full refund of the
flight back to the customer’s original form of payment. Since the airline never
approved a refund, we processed a refund on our end as a courtesy. We’re reminding Mr. that it may take
up to 30 days for the refund to process, depending on his financial
institution.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 22, 2020
I am not satisfied with the resolution and I have yet to receive my refund.
On Apr 11, I was forced to provide my own customer service because the EXPEDIA.COM "customer service agent" refused to do their job and contact the airline I booked my flight with to request a refund code. I was told that due to the Pandemic, they couldn't reach out to their business partners and wanted to force a credit that could be applied later rather than the refund President Trump said all travelers in the U.S. were entitled to.
Six hours later and several calls into the airline (not airlines fault, they were actually easy to work with but technically couldn't release that code to me, they advised that Expedia had to request it), by my 3rd call into the airline letting them know that Expedia refused to help me by calling for that refund code, the airline furnished it and then I called Expedia and furnished the refund code to the CSR.
They advised that it would still take an additional 30 days to hit my account?????
I demanded to speak to a Supervisor and Amy (Expedia Supervisor) took over and advised that there was a delay in the processing of the refund due to the "Pandemic" Funny how you press one button and money is removed from your bank account or credit card, but that button doesn't exist for refunds from Expedia to it's customers.
Amy wrote me an email advising that my refund would be processed by the 11th of May or sooner. I have it in writing from an Expedia Supervisor.
Turns out that they did nothing with that code for 7 days.. They processed the code that took me 6 hours to get and multiple phone calls on the 18th of April??? 7 DAYS LATER?????
The refund was declined by the airline due to a mistake made by an Expedia employee that processed that request for refun on the 18th. This mistake caused an additional 8 week delay for my refund to hit my bank.
Expedia admits error but won't refund any sooner? I have now spent over 20+ hours on the phone over several days. 20+
Mark at Corporate tried to spin the truth by giving me incorrect information and incorrect timelines basically telling me the exact opposite of what 3 of his supervisors verbally told me and finally. After asking him very specific questions for a 4th time (he kept giving vague answers that were a gutless attempt to cover up all the mistakes to that point), he admits to all the errors made and basically his own dishonesty.
3 Supervisors explained the root cause of delay as several Internal ball droppings!
They won't honor the email I received on the 11th of April from Supervisor Amy advising I would receive a refund within 30 days (Monday 11th May.)
Nothing but excuses, lies, empty and meaningless apologies!
Mark at Corporate made no attempt to fix the nightmare created by incompetent employees at his company.
I wasted an hour with Mark and another 2.5 to 3 hours getting bounced around and hung up on.. totaling 3.5 to 4 hours.. just on that day alone.
For nothing!
NEVER AGAIN!!!!
TO BE HONEST WITH YOU, I WOULDN'T BE SURPRISED IF EXPEDIA.COM WAS EARNING INTEREST ON REFUNDS THEY REFUSE TO PROCESS. I SWEAR I WILL NEVER DO BUSINESS WITH THIS DISHONEST COMPANY AGAIN!!!!
CONSUMERS BEWARE!!!!
I have emails that back every word!!!!!!
Expedia are refusing to give a refund for my flight that was cancelled due to Covid-19. They have only given a voucher which I cannot accept.
Expedia.com Response
• Jun 24, 2020
`Dear Revdex.com,
Itinerary number- ***
Thank you for taking the time to contact Expedia.co.uk regarding
an issue from our customer. We appreciate the Revdex.com allowing
us to address the comments and concerns that have been brought to our
attention. Expedia.co.uk is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further action from you.
Expedia.co.uk is responding to the consumer complaint from Ms
*** (Revdex.com case number ***) regarding a full refund of
the flight booking made for Air *** and I regret to hear that her experience
was disappointing this time. We have investigated the case and confirm that Air
*** has updated their flex policy, therefore, I have submitted a full refund
request. The refund of HKD18580.00 will be credited to the original form of
payment in 8 – 12 weeks.
Please share the resolution with Ms *** and let
us know in case of any concerns.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I look forward to receiving a full refund as promised.
At end of January 2020, we booked hotel stay at "***" San Luis Obispo, California for April 18, 2020. Expedia charged us right away but Credit Card Stmt said "***". We were confused because 1. Hotel in California 2. We usually don't get charged until stay at hotel. Expedia told *** credit card that it was for ***. They closed the dispute. Then, COVID-19 caused statewide quarantines and our hotel stay was canceled but we were NEVER refunded by Expedia. For the last several weeks we have asked for a refund. Expedia keeps giving us the run around and tells us to talk to another person at Expedia. Then, they said we had to "prove" we were Not refunded. We gave them credit card statements.showing we did Not get a Refund. Expedia said that is not sufficient to get Refund. Expedia won't tell us what they need to prove we Not given refund. We told Expedia they should have that evidence. Expedia rep. said not their problem. We want our refund and need your help. *** tried to help but said they paid them in February so it is up to us to get Expedia to refund us. If not for COVID, we would have stayed at hotel. Please help.
Expedia.com Response
• May 19, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer advised that they did not receive a refund from their canceled reservation. The customer is requesting us to issue a refund in the amount of 352.52 USD. Findings:According to our records, the customer disputed the charges with their financial institution, and as such, we advised the customer to reach out to their bank for further information. We also advised that if they did not receive a refund from their financial institution to provide us proof that they did not receive the refund and that the dispute was resolved. Resolution:The customer has provided us proof that they were not refunded by their financial institution, and we issued a full refund in the amount of 352.52 USD. We advised that it can take up to 30 days to receive the refund, due to an unprecedented volume of travel disruptions.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Amber D.Customer Relations Specialist
Customer Response
• May 22, 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 was scheduled to attend a conference in Los Angeles from March 16-20, 2020. I was to stay at the *** Los Angeles from March 15-22, 2020. Because of the COVID-19 pandemic, the conference was cancelled with no reschedule date. Also, Santa Clara County (county I live and work in) cancelled schools on Friday, 3/13/2020 and issued a shelter in place to begin on Monday, 3/16/2020. The state of California issued its shelter in place to begin on Thursday, March 19, 2020. Because of these events, I had to cancel my trip. If I had not, I would have been stranded 400 miles away from home. The airlines have given me a refund for this trip and I reached out to the hotel asking if they would do the same. I spoke wit***, front desk supervisor of the *** Los Angeles, who agreed to give me a refund because of the extenuating circumstances. However, he said since my booking was done through a third party, he would need that third party's approval. The third party is Expedia.com. I reached out to Expedia and after some back and forth with the hotel regarding whose responsibility it was for my booking and possible refund, I received an email from Expedia declining a full refund. Besides the shelter in place, I work in the healthcare field providing services (which are deemed essential) to children and adolescents with special needs in their schools and homes. It was critical that I be in my hometown to service my clients who depend on me. I realize I may have had a non-refundable booking. However, I would not have cancelled under any normal circumstances, but because of the shelter in place and urgent needs of the children I work with, my hands were tied.... I had to cancel.
Expedia.com Response
• May 26, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***.
Below are the findings and resolution to the case:We understand that the customer is not satisfied with the
final reply that was received by Expedia regarding their refund. The customer is requesting a full refund for this
non-refundable booking that was made on February 15th of 2020. To help resolve this concern, we contacted the Property to
verify billing for the reservation. Unfortunately, we have not been able to
obtain a penalty waiver for this itinerary. The hotel has imposed the
cancellation and change policy. Please note, the following cancellation policy was agreed to
at the time of booking:Non-RefundableCancellation and change policyThe room type and rate selected are non-refundable.Should you change or cancel this reservation for anyreason, your payment will not be refunded.While we empathize with the situation, unfortunately, we are
unable to offer a refund as you have requested.Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kyle B.Customer Relations Specialist
Customer Response
• May 26, 2020
Complaint: ***
I am rejecting this response because:
Expedia originally said that they don't have the authority to refund the charges, but were happy to do so if the hotel authorized it. A desk supervisor (***) at the *** gave verbal consent and advised that Expedia had to facilitate the actual refund. Expedia boldly lied. I am hoping they will honor their original promise. I live in San Jose, CA which had a shelter-in-place effective at the time. Thank you.
Sincerely
Expedia.com Response
• May 29, 2020
Hello Revdex.com,I am pleased to respond to the customer’s rebuttal regarding case number ***.We apologize for the confusion regarding the refund policies associated with this nonrefundable booking. We have reached out to the *** Los Angeles once more, after several previous attempts, and they have finally agreed to a full refund of the booking. We have issued that refund in the amount of 2,203.75 USD back to the payment used at the time of booking. It may take up to 30 days for the refund to process, due to the unprecedented volume of travel disruptions. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Amber D.Customer Relations Specialist
Customer Response
• May 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. Thank you for all your help in resolving this matter!
Expedia continues to lie to me and withhold my refund. *** cancelled my flights booked through Expedia. After reviewing ***'s website and Talking to a *** agent, my tickets are ultimately refundable, but I have to go through Expedia to get it. Expedia in all 4 phone calls so far, continues to lie to me and say the airlines policy is to only give credits for future flights. Then tells me to file an insurance claim, which does happens to cover cancelled flights, but the first thing they say is Not if it is due to COVID! Expedia is stealing my money. Expedia owes me almost $2k.
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 Ms. *** (Revdex.com case number ***) would a full
refund.Our records indicate on March 10, 2020, Ms. or an authorized user of the
Expedia account, self-booked two round trip flights on ***
Airlines Group, departing on May 22, 2020 from Washington,
DC to Cusco, Peru, returning on May
30, 2020, along with the Flight Protection Plan via ***. We can confirm on May 13, 2020, the customer called in and advised she disagrees with the future travel
credit. Our representative advised the
airline policy and suggested he follow up with the insurance.On May 14, 2020, our representative noted the
Expedia account that per the COVID19 flex policy
Expedia can refund without a fee but we don’t have the waiver code. Per the policy Expedia is unable to offer a
refund but a the future flight credit is applicable. Expedia emailed the customer advising, “***
Airlines Group, confirmed that for any bookings where the terms and conditions
indicated no refunds would be permitted”. The customer replied advising *** website advises the credit voucher
can be changed into bank transfer. Expedia replied advising the future travel credit applied.After further review on June 24, 2020, Expedia reviewed the Expedia reservation and the *** Airlines Group record. The ***
Airlines unconfirmed the flight segments on April 11, 2020 and on April 21,
2020. The customer requested
cancellation via electronic communication on April 24, 2020. *** was called and they advised to submit
the request via their online website. The agent remained on the line as Expedia retrieved the form. Expedia was unable to complete the form as
the passport number was required and called the customer. Ms. had her passport number and the
refund request was submitted for *** ticket. Advised Ms. I will call her back June
25, 2020 and get the second passport number and submit. Explained once submitted *** takes over
ownership of the record they will issue the refund to the original card
charged. Called Ms. back on June
25, 2020 and submitted the Agency Refund Request on *** website for Matthew
*** ticket per *** request.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines
Group 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.
*** 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.
Base on the above Expedia is not able to honor a
refund. The refund will be issued by the *** Airlines Group in six weeks per their
advisement.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 14, 2020
In response to my BB complaint, a representative from Expedia called me on 6/24 & 6/25 and collected the passport numbers of both myself and the other passenger so they could submit for a refund with the airline. At that point she said the issue is out of their hands and I should be contacted by ***. One June 24 & 25 I received automated emails from *** from the submission Expedia was required to do on my behalf for my refund. The emails had one single sentence: "Solicitud de Devolución Agencia Contingencia COVID19". I've not gotten anything since then.
*** when I called them back in May told me that I am due a refund due to the airline cancelling my flights, but that Expedia has to request the refund on my behalf. Expedia continued to insist that the airlines policy is to only give credits, but even ***s website clearly stated vouchers can be exchanged for bank transfers. On May 13th after several phone calls to Expedia and to ***, the Expedia rep (Adam) that I talked to did finally agree that yes I get a refund but they needed some sort of code from the airline. In response to this complaint, Expedia called to gather information to submit for my refund and acted like they were doing me some sort of favor by submitting my refund request. In their response to my complaint they stated " The customer requested cancellation via electronic communication on April 24, 2020. " That is absolutely NOT true. The US DOT states that if the airline cancels or modifies a flight that the ticket holder is due a refund, but not if the traveler does so, so I waited for the airline to cancel. I did not cancel or request to cancel these flights to Peru. The airline cancelled these flights.
These two companies can fight with each other over who is responsible for a refund and how to go about it. I feel I've exhausted my options at this point and have disputed the transactions with my credit card company. Now the 3 of them can figure it out.
Expedia.com Response
• Jul 18, 2020
July 18, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting that Expedia issue a refund and
resolve the matter with the airline. Expedia verified the last Revdex.com complaint
was responded to on June 25, 2020, and there have not been any notes or
documentation on the account since that date. On June 25, 2020, Expedia advised the customer that *** Airlines Group instructed us to enter the refund
information in on their agent site. The customer
gave their passport numbers so Expedia could complete the refund request on ***
Airlines Group site. Expedia advised the
customer after submitting the refund information on their site that *** Airlines
Group would own the record and Expedia would no longer be able to retrieve. The refund information was submitted to ***
on June 25, 2020. *** Airlines
Group appears as the merchant on the original charge. They will also appear as the merchant when
they process the refund. *** Airlines
Group approved Expedia to submit the refund request on their agent site, so
that they could issue the refund. Since *** Airlines Group processed the
charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jul 21, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find it factually correct, assuming they did submit the refund on the agent site as requested by the airline. Even though the charges on my credit card are from ***, I booked the flights through Expedia so they are the only ones who can request the refund. I've still not heard from *** since the 25th of June. And as I noted in my last email, the first response was not factually correct when they stated I requested cancellation. The airline cancelled these flights, not me. After Expedia lied to me 3 times stated I do not get a refund, even though ***'s website and agent explicitly told me I am due a refund, I filed this complaint as Expedia is the only one to be able to request my refund since they flights were booked through them. As the intermediary between the customer and airline they should be helping us get our refunds, not lieing to us, and not forcing Revdex.com complaints to force action on their part. I for one will Never use Expedia or any of it's sister companies to book any travel, nor recommend them to anyone, and based on all the reviews I've seen over the last few months they've lost a ton of customers as a result of their heinously poor customer service.
I purchased two "Priority Wine" vouchers 12/16/19 that I haven't used. Now that we're in COVID-19 era I asked the merchant if they would issue a refund for $59.98. The first response (all via email) was that the merchant will extend my voucher timeline, and I responded that I want a refund since there is no clear timeline when the COVID issue will subside and the business may go under before then. The merchant then replied that I would have to contact Expedia for a refund since I booked the vouchers through them and implied they would agree to a refund. In other words, the merchant seemed to be trying to give me the runaround. Three calls to Expedia and many hours on the phone later, Expedia continues hiding behind their "policy" that goes something like this: if the merchant agrees to a refund then Expedia will issue one. Not surprisingly is having trouble getting a hold of the merchant to make a determination. Imagine that. Also, policy can always be disregarded as we see with big companies getting PPP funds, et cetera. Did Expedia get a taxpayer handout too? I just want my $59.98 back. Now I won't be doing business with Expedia or Priority Wine Pass again regardless of the outcome. I hope it was worth it. To me, it was the principle, something our country has sadly seemed to have lost.
Expedia.com Response
• Jun 23, 2020
June 23, 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 Daniel
*** (Revdex.com case number ***)
regarding an activity reservation. Our records reflect a priority wine pass valid from December 26, 2019
through March 24, 2020 for two travelers. We
understand Mr. is requesting a refund due to the Covid-19 pandemic.On May 11,
Mr. or an authorized user of the Expedia account called to inquire on a
refund for the activity as it was never utilized. We have sent an email to the
vendor requesting a refund and received a response on May 12 advising they will
allow an extension of dates, however they will not allow for a refund. The
reservation booked is non-refundable, however we understand the customer was
unable to utilize the vouchers and will provide a refund for the full amount of
$59.98 as a one time courtesy for Mr.. Refunds
may take up to 30 business days to reflect due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• 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. After months of going back and forth with Expedia and eventually filing a dispute with my credit card provider, Expedia has decided that my claim is valid. It would have been nice if the decision were made a lot sooner.
I booked a flight thru expedia for Las vegas from 7-9 to 7-14, and also a rental car. I canceled the flight and was told that I would receive a voucher, but never got it. I cancelled the car rental, and it does not say non-refundable. I cancelled it and it says refund of $352.40. I have sent numerous emails to expedia, but they have not answered me. I would like these things taken care of. please.
Customer Response
• May 27, 2020
I got a refund for the car rental and they contacted the insurance company, AIG, and the rest is coming in the mail in the form of a check. I will let you know when it arrives.
On October 2nd 2019 my wife and I, *** and ***, purchased a cruise for the total amount of $2966.60. We put $1000.00 down on our capital one credit card on October 2nd 2019. We then paid the remaining balance by two payments of $983.30 again on our capital one card on December 24th 2019. The vacation was canceled not by us but by the company. We were informed that we would received a full refund. The company only refunded $1000.00 and still owns us the two payments of $983.30. We fill a dispute with capital one but they re billed the charges stating we already received a refund. You cant not get a hold of them. we tried calling, emailing, Instagram.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. Upon receipt of this complaint we escalated Mr.’s
concerns to our Cruise team. On June 23, 2020, they reached out to the *** (“***”) as they are the operating carrier and merchant
of record (the entity collecting the payment). *** confirmed the refunds of
$983.30 were issued on March 31, 2020, back to Mastercard ending in #***.
Expedia does not have access to this information as *** received the payment
directly. *** provided email address ***, where the
customer can file a claim directly with them for further assistance. Cruise customers have been advised that refund timing is
generally between 60-90 days from the date of issue. If Mr. has not
received his refund by June 30, 2020, he will need to contact ***, either by
phone or the provided email address, or contact his bank and ask them to reach
out to *** to track the refund. Please note that Expedia serves as a third-party
intermediary and does not own or operate any cruise lines. Additionally, at the
time of booking Mr. agreed to 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 Partners. The Expedia Companies and the Expedia Partners are not liable
for the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or 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,Lidiya ***Corporate Correspondence Team
Customer Response
• Jun 28, 2020
Complaint: ***
I am rejecting this response because: I still did not receive any refunds.
itinerary number is ***. Contacted Expedia on the numerous occasions thru phone and chat. *** and *** representative explained my flight been canceled and I am eligible for the full refund, however, my flight been booked with Expedia and the process has to be completed thru Expedia. Expedia offered credit only. Please issue a full refund - *** - $1133.60 and *** 753.60. I am not interested in the airline credit - refund only.
Expedia.com Response
• Jun 23, 2020
June 23, 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 combined one-way fare with
*** and *** airlines departing New
York, NY to Phoenix, AZ with *** airlines on April 3, 2020, and returning April
10 from Las Vegas, NV to New York, NY with *** airlines for four adults. We understand Mr. is requesting a refund.We
have advocated a refund request on behalf of the customer to *** Airlines.
We have been advised on June 16 the customer requested refunds for all the tickets
via the airlines website. We have been informed the refund is pending and
subject to approval. *** airline does not allow for refunds as no flight interruptions
or schedule changes occurred before the cancellation of the flights on March 10,
however future travel credit has been extended for each passenger. The customer
must complete new travel by December 31, 2021. Change fees will be waived by
the airlines, while fare difference may apply. ***
does not allow refunds for the tickets as no flight interruptions or schedule changes
occurred before the cancellation of the flights on March 10. *** has extended
future travel credit for each passenger. The customer must re-book new travel
by September 30, 2022. Change fees will be waived by ***, while fare difference
may apply.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Mr. 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.When
the customer is ready to re-book new travel, he must call Expedia to re-issue
new tickets. 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
They are holding my money for cancelled flights. They have no right to force me to use my money on their website within a time frame that they have set for me. Flights were cancelled due to Covid and they are now holding my money and asking me to use it within 12 months or loose it forever. It is bad business practice and rather illegal to hold my money in such critical times.
Expedia.com Response
• Jun 23, 2020
June 23, 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 combined one-way fare with ***
and *** airlines departing Chicago,
IL to Los Angeles, CA on March 28, 2020 with *** airlines, and returning
March 31, 2020 from San Diego, CA to Chicago, IL with *** airlines for
four adults and one child. We
understand Ms. is
requesting a refund.***
airlines does not allow for refunds on the tickets as no flight interruptions
or schedule changes occurred before cancellation of the flights on March 21.
The airlines has extended future travel credit for each passenger. New tickets
must be reissued and new travel commence by March 12, 2022. Change fees will be
waived by ***, while fare difference may apply.***
airlines does not allow for refunds on the tickets as no flight interruptions
or schedule changes occurred before cancellation of the flights on March 21.
The airlines has extended future travel credit for each passenger. New travel
must be completed by December 31, 2021. Change fees will be waived by ***
airlines, while fare difference may apply. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the airline policies.When
the customer is ready to re-book new travel, she must call Expedia to reissue
new tickets.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 package deal to Chicago for Memorial Day weekend back in March, which included flight costs and three nights in a hotel. Expedia notified me on 4-14 that the hotel cancelled my booking. Expedia has not refunded my money for the cancellation. Expedia notified me on 4-19 that my flight departure time has changed by 3 hours, which is not possible for me with my work schedule. I have tried calling Expedia a few times, and I was on the phone for over an hour. Once I called and I was on hold for 2 hours, just to be hung up on.
Expedia.com Response
• Jun 23, 2020
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with *** airlines
departing Cincinnati,
OH to Chicago, IL on May 22, 2020, and returning May 25, 2020 for one adult. And a
three night stay at the *** hotel in Chicago, IL checking in on May
22, 2020. We understand Ms. is requesting a
refund for the package.On April
14, Expedia initiated a refund for the hotel portion in the full amount of
$142.01. The refund was processed by the customers financial institution on May
2, 2020. On April
19, *** airlines changed the outbound and inbound flight schedule, however they
do not offer refunds for changes less than six hours. The airlines has extended
future travel credit to the customer. Ms. must re-issue new tickets and
commence new travel by February 22, 2022. Change fees will be waived by United,
while fare difference may apply.We understand that the
customer is dissatisfied with receiving a credit with an airline vs. a full
refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for flights that are ordinarily non-refundable or limit changes. We recognize
that an airline credit may not be what Ms. was looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through and Expedia Group must follow the airline policies.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 28, 2020
Complaint: ***
I am rejecting this response because:
The flight I booked was cancelled, and I was moved onto another flight I did not book. It wasn't just a flight change. In top of that, I booked a bundled deal with Expedia, which included airfare and a hotel. They cancelled the hotel, so they broke the deal they made with me when I purchased a bundled package with them.
It doesn't matter to me what arrangement they have with United, that is something they need to take care of on their end. On my end, I purchased through Expedia and I want a full refund of my airfare for my flight that was cancelled, and for the bundled deal that was made null and void by Expedia's cancellation of my hotel deal.
Sincerely
Expedia.com Response
• Jun 30, 2020
June 30, 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.On April 14, Ms. or an authorized user of the Expedia
account cancelled the hotel portion via Expedia's website. The customer was
issued a refund as the hotel was outside penalty which allowed a full refund
back to the original form of payment. As previously stated, *** airlines changed the outbound and inbound
flight schedule on April 19, however they do not offer refunds for changes less
than six hours. When changes are made by the airline that affects the flight
less than six hours, The airline extends future travel credit to the customer.
Ms. must re-issue new tickets and commence new travel by February 22,
2022. Change fees will be waived by United, while fare difference may apply.Expedia is a third-party intermediary, and
we are subject to *** airlines decisions of whose services we sell. We act
only as an agent for their product and we do not have the authority to override
or to change their policies and procedures. Additionally, we did not set the flights
(non-refundable) policy, and we must abide by our suppliers rules. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I had purchased a round trip ticket to Ireland leaving on 5/11/20. On 4/10/20
I received a text from Expedia that my flight was canceled and I would receive a credit for future travel. Since then I have attempted to reach them by phone (using several different numbers) and by email (using two different email addresses). I am unable to reach a human to discuss confirming my credit and how to access it. Every time I enter my itinerary number as requested, the automated response is that my flight is canceled and goodbye. I have reached out to *** but as I did not purchase the flight through them I must deal with Expedia.
Do not use Expedia.com. Two months and still waiting for my refund. I had a trip to Europe cancelled due to Pandemic Emergency COVID-19. After waiting for 4 hours Expedia Representative said there was nothing they can do. Unbelievable the lack of service toward current and future possible clients. Never again will I use Expedia.com.
I booked a vacation on Expedia.com Itinerary #***. I also purchased the travel insurance. during my trip the covid virus outbreak happened and the Philippine government gave all tourist 72 hours to leave the country. I tried to contact expedia with zero success. I contact the airline themselves but they were unable to get me a flight out in time. I had to book another flight for $2400 on a different airlines to ensure I left the philippines in the 72 hour mandate. I contacted expedia when I returned home on March 25th about a refund of my original flight. Expedia told me I would be getting the following ( For your flight in *** on Feb 2019 , you got back a total of USD 920.53 in 2 separate refunds.) As of today I have not seen the refund and I can't get any help from Expedia on the phone or in their live chat.
Expedia.com Response
• Jun 23, 2020
June 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** for ***.The
customer purchased a package for 19 nights with the *** in Balibago,
Angeles City, Philippines with check in on March 3, 2020, roundtrip flights for
travel from March 1, 2020, with a return on March 22, 2020, and vacation waiver
coverage.The
airline marked the first flight as checked in from Las Vegas, NV, USA to Seoul,
South Korea. All of the other flights, including the connecting flights on
March 3, 2020 from Seoul, South Korea to Angeles City, Philippines, were canceled.
It appears the ticket was marked used and is no longer available to provide a refund.We
understand from the complaint the customer arrived back home later than
originally booked, on March 25, 2020. We reached out to the airline with the
customers inquiry and requested a reply via email. At this time that is the
only method of contact we have for them due to the pandemic. When we receive a
response we will advise the customer. Any refund or action taken on the ticket
would be at the digression of the carrier.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. 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 23, 2020
Complaint: ***
I am rejecting this response because: I have reached out to the Airline and they asked me for the protection plan account number. Clearly on Expedia.com it shows I purchased the travel protection plan. When I contacted Expedia to ask for this the purchase number, expedia refused to give it to me.
its clear that I purchased the travel protection plan and expedia refuses to honor it
Sincerely
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We
regret to hear Mr. did not accept our
response and/or resolution offered.We have contacted *** airlines
regarding said refund. They have acknowledged the ticket has been exchanged two
times with *** as an even exchange due to irregular operations. The flight
was cancelled and never used. The *** representative mentioned the case must be
escalated to their corporate team to allow the ticket re-opened to *** air.
Once *** air has control of the ticket, a refund can be processed. The
request with *** may take approximately 60 days to process due to the
unprecedented volume of requests following the Covid-19 pandemic. Additional
time will be needed for *** air to process the refund. We do apologize for the delays and any
inconvenience this may cause. We have
added a $100.00 hotel coupon to the account. The coupon is valid until August
31, 2021 for most pay-now reservations. The $100.00 will be used towards the
room rate of the reservation.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 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.
Very poor customer support. All calls are directed to India; representative are hard to understand and they don't get what you tell them.
I called a month ago to change my return trip since the airline was closed. It took hours for them to resolve it. The flight is supposed to happen in 3 days from now and when I checked the airline website it specifies that they are closed until June 7th.
Now after 2 calls where I had to wait more that 3 hours to talk to a rep that doesn't get English, I'm on hold to talk to another supervisor who maybe can change my return trip.
How can this business earn a 5 star rating?
This of course is not the first time they disappoint, but is my first time to file a complaint.
I booked a reservation for a vacation/hotel and was not able to go due to travel restrictions due to COVID19. Expedia will not refund any of my hotels. I would like a refund.
June 11, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com 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. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a hotel reservation.
Upon researching the customer’s complaint, we were not provided with the Expedia itinerary numbers. The email address provided is linked to an Expedia account. We ask that Mrs. reviews the full itinerary numbers she booked and reach out to us so that she can be assisted by the correct line of business.
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 at 1-800-*** for immediate assistance.
Sincerely,
Daniel *** Customer Correspondence Team
I received an email on June19th stating my case would be closed. When pulling up the correspondence is shows another letter that was sent to me on the 11th. I did not receive this, and therefore did not send in requested information. I looked in my spam and my deleted emails, and did NOT receive it. The information for itenerary is listed below.
Expedia Itinerary number: ***
Expedia Itinerary number: ***
I would like this case to be reviewed for refunds. I only received letter on 5.14.20 and 6.19.20 as far as I can see in my emails.
Thanks
June 30, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mrs. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a refund request for two different hotel reservations.
After researching Ms.’s case we were able to see that Mrs. booked a Pay Now reservation via itinerary *** and a Pay Later via itinerary ***. I have been able to confirm there was no previous contact to Expedia by the customer regarding either itinerary. Nevertheless, I have contacted the Pay Now hotel reservation under itinerary ***. The hotel which is ***, Redding, authorized a full refund of $114.23. This refund will appear on the customers account within 3 – 7 business days. The 2nd itinerary which is a Pay Later reservation under itinerary ***, is a hotel which charges the customer directly. The customer must contact the hotel at 7074655400 and request a refund. The hotel at that point would decide whether or not they will refund the customer directly.
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Ms.’s Expedia account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel A
Customer 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
Back on January 22, 2020, we booked expensive international flights for our family of four on the Expedia website. This was for travel beginning June 24, 2020. It was before anyone knew about the pandemic. On March 24, 2020, we were notified our flights had been cancelled due to the Covid-19 crisis. We have been unable to get a refund for our flights or the travel insurance policy we purchased for these flights from Expedia. Further, our calls to Expedia are disconnected because our flights aren’t until June. We have not received a response to email. We cannot find a way to submit a form on the Expedia website. Expedia is basically non-responsive and holding onto our family’s money when they cancelled our flights nearly 2 months ago. We have tried to be patient because we know many people have had more urgent travel issues. However, our friends who were traveling with us and booked the same flights directly with the airline and through their *** travel program have already received refunds. Ironically, we booked our flights using Expedia because we thought they would be the more trustworthy and safe option. Now, we feel they are not being responsive or trustworthy at all. We certainly do not believe they are showing any care for us as longtime customers. We are now forced to file a complaint with the Revdex.com. Expedia owes us for both cancelled flights and now irrelevant travel insurance: $7,049.80.
Expedia refunded the rest of the outstanding balance in dispute, which was the cost of the travel insurance. So, we are whole at this point and can close out our complaint.
Please let me know if there is anything more I should do from your perspective.
Thank you for your assistance. I have no doubt that Revdex.com played an important role in helping us resolve this issue. I am very grateful for all your help.
Sincerely
My husband and I purchased a trip through Expedia.com to Ireland. We also purchased a vacation waiver. The trip was cancelled due to COVID 19. They refunded the airline tickets and hotel. They will not refund the vacation waiver. We have been trying to reach out to them for months to cancel our trip and when you call it cuts you off unless your departure date is within 7-14 days. I tried to also reach out online. I finally got an email saying that the hotel cancelled our reservation due to being closed. I then today was finally able to reach someone about the flight refund and pretty much said they could do nothing about the vacation waiver payment because it’s been over 15 days even though I’ve been trying to reach out since a week from time of purchase. The waiver also states that you can cancel 15 days after purchase or the start of your scheduled trip! Why can I not get my money back this is crazy. I didn’t cancel they did!!
June 12, 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 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 booking. We understand the
customer is requesting a full refund of her Vacation Waiver due to COVID-19. On June 12, 2020, we issued a full refund of the Vacation Waiver in the
amount of $136.00 due to COVID-19. It may take up to 30 days for the refund to
process, depending on Ms.’s financial institution. 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
Good morning my name is *** and my case number is *** I received an email that stated that the case was closed/answered but the customer was still unsatisfied. My issue was addressed and resolved. I was refunded 100%. Even though I should not have had to take the measures to get my refund from Expedia I am happy that they refunded my money. It’s only fair that I make sure this is notated that my issues were resolved and I’m satisfied with the outcome. Thank you for your time and help with resolving my issue!
The International flight I purchased had to be rebooked due to Covid restrictions;
Expedia issued a credit expiring in June 2020. After numerous attempts, Expedia is still not able to rebook my flight on another date, and time is running out. At this point, I am not sure if I will accomplish that task before the expiration date of this deal. The original itinerary number is ***.
Hello Mr.,
Since I wasn’t sure that you could intervene in time for solving my situation, yesterday, I tried another time to contact Expedia, I didn’t want to lose my credit that it would require to book a flight before June 30.
I started to be on the phone at 5.00pm and finally passed midnight, an operator, Jessa, who probably saw my desperation, spent an hour with me until she fixed my problem!
I have booked my fly for September with my credit!
At this point I would like to close my complain.
I cannot imagine what other people are going through with their credit, but my problem is solved.
Please, advice me if I need to do something on you website to close my case.
Thanks!
Best Regards.
I have a trip scheduled for June 2020. Itinerary # ***. I have received a number of forms of communication from Expedia letting me know that I am within my window to cancel my reservations. I have contacted expedia on 5/14/2020 to initiate my request to cancel and request a refund. The email I received stated I can get a refund or a credit for future travel. I requested the refund. I have spent over 90 minutes on the phone to be told that I now can not get a refund. This is unacceptable. With not knowing when it would be safe to travel, it is unfair for travel companies or airlines to hold on to money that one could very well use now. People are loosing their jobs and the impact is severe. I would like a full refund for my trip .
June 13, 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. Our
records indicate that on January 15, 2020, the customer, or an authorized user
of the Expedia, self-booked a nonrefundable flight with *** Airlines for two
passengers on Expedia’s website, under itinerary ***. The roundtrip
flight was from Washington, DC, to New Orleans, LA, departing on June 11, 2020,
and returning on June 14, 2020. Mr. paid $701.96 for the flight. We
understand the customer is requesting a full refund of the flight due an airline-initiated
schedule change. Per United’s
COVID-19 policy, flights are eligible for a refund only in case of a major
airline-initiated schedule change over six hours. Based on the airline’s
requirement, the customer’s flight isn’t eligible for a full refund, however, the
customer qualified for a full travel credit with the airline. Expedia
advised Mr. of the flight’s fare rules and the airline’s COVID-19
policy and offered a full travel credit with *** in accordance with the
airline’s requirements. The customer denied the offered credit and requested a
full refund. We contacted *** to request a waiver of the nonrefundable policy,
but the airline denied our request. On
June 13, 2020, Expedia issued a full refund of the flight in the amount of $701.96
back to the customer’s original form of payment as a one-time courtesy. It may
take up to 30 days for the refund to process, depending on Mr.’
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
Complaint: ***
I am rejecting this response because:Ms Wolfs correspondence doesn’t accurately detail the accounts that took place. I received two emails on two separate occasions offering me a refund. I simply requested the refund based on the option that was offered. Expedia was totally wrong in this case. I am also requesting a refund for my travel insurance. This entire ordeal has created so much stress for me.
Sincerely
June 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number
***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.Per our policy, Travel Vacation Waiver can be cancelled for a full
refund within 15 days from purchase, and as such, we are unable to honor the
customer’s request for a refund. Please note, on June 13, 2020, Expedia issued a full refund of the
flight back to the customer’s original form of payment. Since the airline never
approved a refund, we processed a refund on our end as a courtesy. We’re reminding Mr. that it may take
up to 30 days for the refund to process, depending on his financial
institution.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 am not satisfied with the resolution and I have yet to receive my refund.
On Apr 11, I was forced to provide my own customer service because the EXPEDIA.COM "customer service agent" refused to do their job and contact the airline I booked my flight with to request a refund code. I was told that due to the Pandemic, they couldn't reach out to their business partners and wanted to force a credit that could be applied later rather than the refund President Trump said all travelers in the U.S. were entitled to.
Six hours later and several calls into the airline (not airlines fault, they were actually easy to work with but technically couldn't release that code to me, they advised that Expedia had to request it), by my 3rd call into the airline letting them know that Expedia refused to help me by calling for that refund code, the airline furnished it and then I called Expedia and furnished the refund code to the CSR.
They advised that it would still take an additional 30 days to hit my account?????
I demanded to speak to a Supervisor and Amy (Expedia Supervisor) took over and advised that there was a delay in the processing of the refund due to the "Pandemic" Funny how you press one button and money is removed from your bank account or credit card, but that button doesn't exist for refunds from Expedia to it's customers.
Amy wrote me an email advising that my refund would be processed by the 11th of May or sooner. I have it in writing from an Expedia Supervisor.
Turns out that they did nothing with that code for 7 days.. They processed the code that took me 6 hours to get and multiple phone calls on the 18th of April??? 7 DAYS LATER?????
The refund was declined by the airline due to a mistake made by an Expedia employee that processed that request for refun on the 18th. This mistake caused an additional 8 week delay for my refund to hit my bank.
Expedia admits error but won't refund any sooner? I have now spent over 20+ hours on the phone over several days. 20+
Mark at Corporate tried to spin the truth by giving me incorrect information and incorrect timelines basically telling me the exact opposite of what 3 of his supervisors verbally told me and finally. After asking him very specific questions for a 4th time (he kept giving vague answers that were a gutless attempt to cover up all the mistakes to that point), he admits to all the errors made and basically his own dishonesty.
3 Supervisors explained the root cause of delay as several Internal ball droppings!
They won't honor the email I received on the 11th of April from Supervisor Amy advising I would receive a refund within 30 days (Monday 11th May.)
Nothing but excuses, lies, empty and meaningless apologies!
Mark at Corporate made no attempt to fix the nightmare created by incompetent employees at his company.
I wasted an hour with Mark and another 2.5 to 3 hours getting bounced around and hung up on.. totaling 3.5 to 4 hours.. just on that day alone.
For nothing!
NEVER AGAIN!!!!
TO BE HONEST WITH YOU, I WOULDN'T BE SURPRISED IF EXPEDIA.COM WAS EARNING INTEREST ON REFUNDS THEY REFUSE TO PROCESS. I SWEAR I WILL NEVER DO BUSINESS WITH THIS DISHONEST COMPANY AGAIN!!!!
CONSUMERS BEWARE!!!!
I have emails that back every word!!!!!!
Consumer beware!
Expedia are refusing to give a refund for my flight that was cancelled due to Covid-19. They have only given a voucher which I cannot accept.
`Dear Revdex.com,
Itinerary number- ***
Thank you for taking the time to contact Expedia.co.uk regarding
an issue from our customer. We appreciate the Revdex.com allowing
us to address the comments and concerns that have been brought to our
attention. Expedia.co.uk is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further action from you.
Expedia.co.uk is responding to the consumer complaint from Ms
*** (Revdex.com case number ***) regarding a full refund of
the flight booking made for Air *** and I regret to hear that her experience
was disappointing this time. We have investigated the case and confirm that Air
*** has updated their flex policy, therefore, I have submitted a full refund
request. The refund of HKD18580.00 will be credited to the original form of
payment in 8 – 12 weeks.
Please share the resolution with Ms *** and let
us know in case of any concerns.
Regards,Aman KPriority Customer Escalations AgentExpedia.co.uk
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 look forward to receiving a full refund as promised.
Sincerely
At end of January 2020, we booked hotel stay at "***" San Luis Obispo, California for April 18, 2020. Expedia charged us right away but Credit Card Stmt said "***". We were confused because 1. Hotel in California 2. We usually don't get charged until stay at hotel. Expedia told *** credit card that it was for ***. They closed the dispute. Then, COVID-19 caused statewide quarantines and our hotel stay was canceled but we were NEVER refunded by Expedia. For the last several weeks we have asked for a refund. Expedia keeps giving us the run around and tells us to talk to another person at Expedia. Then, they said we had to "prove" we were Not refunded. We gave them credit card statements.showing we did Not get a Refund. Expedia said that is not sufficient to get Refund. Expedia won't tell us what they need to prove we Not given refund. We told Expedia they should have that evidence. Expedia rep. said not their problem. We want our refund and need your help. *** tried to help but said they paid them in February so it is up to us to get Expedia to refund us. If not for COVID, we would have stayed at hotel. Please help.
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer advised that they did not receive a refund from their canceled reservation. The customer is requesting us to issue a refund in the amount of 352.52 USD. Findings:According to our records, the customer disputed the charges with their financial institution, and as such, we advised the customer to reach out to their bank for further information. We also advised that if they did not receive a refund from their financial institution to provide us proof that they did not receive the refund and that the dispute was resolved. Resolution:The customer has provided us proof that they were not refunded by their financial institution, and we issued a full refund in the amount of 352.52 USD. We advised that it can take up to 30 days to receive the refund, due to an unprecedented volume of travel disruptions.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Amber D.Customer Relations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I was scheduled to attend a conference in Los Angeles from March 16-20, 2020. I was to stay at the *** Los Angeles from March 15-22, 2020. Because of the COVID-19 pandemic, the conference was cancelled with no reschedule date. Also, Santa Clara County (county I live and work in) cancelled schools on Friday, 3/13/2020 and issued a shelter in place to begin on Monday, 3/16/2020. The state of California issued its shelter in place to begin on Thursday, March 19, 2020. Because of these events, I had to cancel my trip. If I had not, I would have been stranded 400 miles away from home. The airlines have given me a refund for this trip and I reached out to the hotel asking if they would do the same. I spoke wit***, front desk supervisor of the *** Los Angeles, who agreed to give me a refund because of the extenuating circumstances. However, he said since my booking was done through a third party, he would need that third party's approval. The third party is Expedia.com. I reached out to Expedia and after some back and forth with the hotel regarding whose responsibility it was for my booking and possible refund, I received an email from Expedia declining a full refund. Besides the shelter in place, I work in the healthcare field providing services (which are deemed essential) to children and adolescents with special needs in their schools and homes. It was critical that I be in my hometown to service my clients who depend on me. I realize I may have had a non-refundable booking. However, I would not have cancelled under any normal circumstances, but because of the shelter in place and urgent needs of the children I work with, my hands were tied.... I had to cancel.
Hello Revdex.com,I am pleased to provide assistance with case #***.
Below are the findings and resolution to the case:We understand that the customer is not satisfied with the
final reply that was received by Expedia regarding their refund. The customer is requesting a full refund for this
non-refundable booking that was made on February 15th of 2020. To help resolve this concern, we contacted the Property to
verify billing for the reservation. Unfortunately, we have not been able to
obtain a penalty waiver for this itinerary. The hotel has imposed the
cancellation and change policy. Please note, the following cancellation policy was agreed to
at the time of booking:Non-RefundableCancellation and change policyThe room type and rate selected are non-refundable.Should you change or cancel this reservation for anyreason, your payment will not be refunded.While we empathize with the situation, unfortunately, we are
unable to offer a refund as you have requested.Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Kyle B.Customer Relations Specialist
Complaint: ***
I am rejecting this response because:
Expedia originally said that they don't have the authority to refund the charges, but were happy to do so if the hotel authorized it. A desk supervisor (***) at the *** gave verbal consent and advised that Expedia had to facilitate the actual refund. Expedia boldly lied. I am hoping they will honor their original promise. I live in San Jose, CA which had a shelter-in-place effective at the time. Thank you.
Sincerely
Hello Revdex.com,I am pleased to respond to the customer’s rebuttal regarding case number ***.We apologize for the confusion regarding the refund policies associated with this nonrefundable booking. We have reached out to the *** Los Angeles once more, after several previous attempts, and they have finally agreed to a full refund of the booking. We have issued that refund in the amount of 2,203.75 USD back to the payment used at the time of booking. It may take up to 30 days for the refund to process, due to the unprecedented volume of travel disruptions. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Amber D.Customer Relations Specialist
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. Thank you for all your help in resolving this matter!
Sincerely
Expedia continues to lie to me and withhold my refund. *** cancelled my flights booked through Expedia. After reviewing ***'s website and Talking to a *** agent, my tickets are ultimately refundable, but I have to go through Expedia to get it. Expedia in all 4 phone calls so far, continues to lie to me and say the airlines policy is to only give credits for future flights. Then tells me to file an insurance claim, which does happens to cover cancelled flights, but the first thing they say is Not if it is due to COVID! Expedia is stealing my money. Expedia owes me almost $2k.
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 Ms. *** (Revdex.com case number ***) would a full
refund.Our records indicate on March 10, 2020, Ms. or an authorized user of the
Expedia account, self-booked two round trip flights on ***
Airlines Group, departing on May 22, 2020 from Washington,
DC to Cusco, Peru, returning on May
30, 2020, along with the Flight Protection Plan via ***. We can confirm on May 13, 2020, the customer called in and advised she disagrees with the future travel
credit. Our representative advised the
airline policy and suggested he follow up with the insurance.On May 14, 2020, our representative noted the
Expedia account that per the COVID19 flex policy
Expedia can refund without a fee but we don’t have the waiver code. Per the policy Expedia is unable to offer a
refund but a the future flight credit is applicable. Expedia emailed the customer advising, “***
Airlines Group, confirmed that for any bookings where the terms and conditions
indicated no refunds would be permitted”. The customer replied advising *** website advises the credit voucher
can be changed into bank transfer. Expedia replied advising the future travel credit applied.After further review on June 24, 2020, Expedia reviewed the Expedia reservation and the *** Airlines Group record. The ***
Airlines unconfirmed the flight segments on April 11, 2020 and on April 21,
2020. The customer requested
cancellation via electronic communication on April 24, 2020. *** was called and they advised to submit
the request via their online website. The agent remained on the line as Expedia retrieved the form. Expedia was unable to complete the form as
the passport number was required and called the customer. Ms. had her passport number and the
refund request was submitted for *** ticket. Advised Ms. I will call her back June
25, 2020 and get the second passport number and submit. Explained once submitted *** takes over
ownership of the record they will issue the refund to the original card
charged. Called Ms. back on June
25, 2020 and submitted the Agency Refund Request on *** website for Matthew
*** ticket per *** request.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines
Group 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.
*** 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.
Base on the above Expedia is not able to honor a
refund. The refund will be issued by the *** Airlines Group in six weeks per their
advisement.
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
In response to my BB complaint, a representative from Expedia called me on 6/24 & 6/25 and collected the passport numbers of both myself and the other passenger so they could submit for a refund with the airline. At that point she said the issue is out of their hands and I should be contacted by ***. One June 24 & 25 I received automated emails from *** from the submission Expedia was required to do on my behalf for my refund. The emails had one single sentence: "Solicitud de Devolución Agencia Contingencia COVID19". I've not gotten anything since then.
*** when I called them back in May told me that I am due a refund due to the airline cancelling my flights, but that Expedia has to request the refund on my behalf. Expedia continued to insist that the airlines policy is to only give credits, but even ***s website clearly stated vouchers can be exchanged for bank transfers. On May 13th after several phone calls to Expedia and to ***, the Expedia rep (Adam) that I talked to did finally agree that yes I get a refund but they needed some sort of code from the airline. In response to this complaint, Expedia called to gather information to submit for my refund and acted like they were doing me some sort of favor by submitting my refund request. In their response to my complaint they stated " The customer requested cancellation via electronic communication on April 24, 2020. " That is absolutely NOT true. The US DOT states that if the airline cancels or modifies a flight that the ticket holder is due a refund, but not if the traveler does so, so I waited for the airline to cancel. I did not cancel or request to cancel these flights to Peru. The airline cancelled these flights.
These two companies can fight with each other over who is responsible for a refund and how to go about it. I feel I've exhausted my options at this point and have disputed the transactions with my credit card company. Now the 3 of them can figure it out.
July 18, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting that Expedia issue a refund and
resolve the matter with the airline. Expedia verified the last Revdex.com complaint
was responded to on June 25, 2020, and there have not been any notes or
documentation on the account since that date. On June 25, 2020, Expedia advised the customer that *** Airlines Group instructed us to enter the refund
information in on their agent site. The customer
gave their passport numbers so Expedia could complete the refund request on ***
Airlines Group site. Expedia advised the
customer after submitting the refund information on their site that *** Airlines
Group would own the record and Expedia would no longer be able to retrieve. The refund information was submitted to ***
on June 25, 2020. *** Airlines
Group appears as the merchant on the original charge. They will also appear as the merchant when
they process the refund. *** Airlines
Group approved Expedia to submit the refund request on their agent site, so
that they could issue the refund. Since *** Airlines Group processed the
charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find it factually correct, assuming they did submit the refund on the agent site as requested by the airline. Even though the charges on my credit card are from ***, I booked the flights through Expedia so they are the only ones who can request the refund. I've still not heard from *** since the 25th of June. And as I noted in my last email, the first response was not factually correct when they stated I requested cancellation. The airline cancelled these flights, not me. After Expedia lied to me 3 times stated I do not get a refund, even though ***'s website and agent explicitly told me I am due a refund, I filed this complaint as Expedia is the only one to be able to request my refund since they flights were booked through them. As the intermediary between the customer and airline they should be helping us get our refunds, not lieing to us, and not forcing Revdex.com complaints to force action on their part. I for one will Never use Expedia or any of it's sister companies to book any travel, nor recommend them to anyone, and based on all the reviews I've seen over the last few months they've lost a ton of customers as a result of their heinously poor customer service.
Sincerely
I purchased two "Priority Wine" vouchers 12/16/19 that I haven't used. Now that we're in COVID-19 era I asked the merchant if they would issue a refund for $59.98. The first response (all via email) was that the merchant will extend my voucher timeline, and I responded that I want a refund since there is no clear timeline when the COVID issue will subside and the business may go under before then. The merchant then replied that I would have to contact Expedia for a refund since I booked the vouchers through them and implied they would agree to a refund. In other words, the merchant seemed to be trying to give me the runaround. Three calls to Expedia and many hours on the phone later, Expedia continues hiding behind their "policy" that goes something like this: if the merchant agrees to a refund then Expedia will issue one. Not surprisingly is having trouble getting a hold of the merchant to make a determination. Imagine that. Also, policy can always be disregarded as we see with big companies getting PPP funds, et cetera. Did Expedia get a taxpayer handout too? I just want my $59.98 back. Now I won't be doing business with Expedia or Priority Wine Pass again regardless of the outcome. I hope it was worth it. To me, it was the principle, something our country has sadly seemed to have lost.
June 23, 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 Daniel
*** (Revdex.com case number ***)
regarding an activity reservation. Our records reflect a priority wine pass valid from December 26, 2019
through March 24, 2020 for two travelers. We
understand Mr. is requesting a refund due to the Covid-19 pandemic.On May 11,
Mr. or an authorized user of the Expedia account called to inquire on a
refund for the activity as it was never utilized. We have sent an email to the
vendor requesting a refund and received a response on May 12 advising they will
allow an extension of dates, however they will not allow for a refund. The
reservation booked is non-refundable, however we understand the customer was
unable to utilize the vouchers and will provide a refund for the full amount of
$59.98 as a one time courtesy for Mr.. Refunds
may take up to 30 business days to reflect due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. After months of going back and forth with Expedia and eventually filing a dispute with my credit card provider, Expedia has decided that my claim is valid. It would have been nice if the decision were made a lot sooner.
Sincerely
I booked a flight thru expedia for Las vegas from 7-9 to 7-14, and also a rental car. I canceled the flight and was told that I would receive a voucher, but never got it. I cancelled the car rental, and it does not say non-refundable. I cancelled it and it says refund of $352.40. I have sent numerous emails to expedia, but they have not answered me. I would like these things taken care of. please.
I got a refund for the car rental and they contacted the insurance company, AIG, and the rest is coming in the mail in the form of a check. I will let you know when it arrives.
Thank you
On October 2nd 2019 my wife and I, *** and ***, purchased a cruise for the total amount of $2966.60. We put $1000.00 down on our capital one credit card on October 2nd 2019. We then paid the remaining balance by two payments of $983.30 again on our capital one card on December 24th 2019. The vacation was canceled not by us but by the company. We were informed that we would received a full refund. The company only refunded $1000.00 and still owns us the two payments of $983.30. We fill a dispute with capital one but they re billed the charges stating we already received a refund. You cant not get a hold of them. we tried calling, emailing, Instagram.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. Upon receipt of this complaint we escalated Mr.’s
concerns to our Cruise team. On June 23, 2020, they reached out to the *** (“***”) as they are the operating carrier and merchant
of record (the entity collecting the payment). *** confirmed the refunds of
$983.30 were issued on March 31, 2020, back to Mastercard ending in #***.
Expedia does not have access to this information as *** received the payment
directly. *** provided email address ***, where the
customer can file a claim directly with them for further assistance. Cruise customers have been advised that refund timing is
generally between 60-90 days from the date of issue. If Mr. has not
received his refund by June 30, 2020, he will need to contact ***, either by
phone or the provided email address, or contact his bank and ask them to reach
out to *** to track the refund. Please note that Expedia serves as a third-party
intermediary and does not own or operate any cruise lines. Additionally, at the
time of booking Mr. agreed to 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 Partners. The Expedia Companies and the Expedia Partners are not liable
for the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or 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,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I still did not receive any refunds.
Sincerely
itinerary number is ***. Contacted Expedia on the numerous occasions thru phone and chat. *** and *** representative explained my flight been canceled and I am eligible for the full refund, however, my flight been booked with Expedia and the process has to be completed thru Expedia. Expedia offered credit only. Please issue a full refund - *** - $1133.60 and *** 753.60. I am not interested in the airline credit - refund only.
June 23, 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 combined one-way fare with
*** and *** airlines departing New
York, NY to Phoenix, AZ with *** airlines on April 3, 2020, and returning April
10 from Las Vegas, NV to New York, NY with *** airlines for four adults. We understand Mr. is requesting a refund.We
have advocated a refund request on behalf of the customer to *** Airlines.
We have been advised on June 16 the customer requested refunds for all the tickets
via the airlines website. We have been informed the refund is pending and
subject to approval. *** airline does not allow for refunds as no flight interruptions
or schedule changes occurred before the cancellation of the flights on March 10,
however future travel credit has been extended for each passenger. The customer
must complete new travel by December 31, 2021. Change fees will be waived by
the airlines, while fare difference may apply. ***
does not allow refunds for the tickets as no flight interruptions or schedule changes
occurred before the cancellation of the flights on March 10. *** has extended
future travel credit for each passenger. The customer must re-book new travel
by September 30, 2022. Change fees will be waived by ***, while fare difference
may apply.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Mr. 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.When
the customer is ready to re-book new travel, he must call Expedia to re-issue
new tickets. 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
They are holding my money for cancelled flights. They have no right to force me to use my money on their website within a time frame that they have set for me. Flights were cancelled due to Covid and they are now holding my money and asking me to use it within 12 months or loose it forever. It is bad business practice and rather illegal to hold my money in such critical times.
June 23, 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 combined one-way fare with ***
and *** airlines departing Chicago,
IL to Los Angeles, CA on March 28, 2020 with *** airlines, and returning
March 31, 2020 from San Diego, CA to Chicago, IL with *** airlines for
four adults and one child. We
understand Ms. is
requesting a refund.***
airlines does not allow for refunds on the tickets as no flight interruptions
or schedule changes occurred before cancellation of the flights on March 21.
The airlines has extended future travel credit for each passenger. New tickets
must be reissued and new travel commence by March 12, 2022. Change fees will be
waived by ***, while fare difference may apply.***
airlines does not allow for refunds on the tickets as no flight interruptions
or schedule changes occurred before cancellation of the flights on March 21.
The airlines has extended future travel credit for each passenger. New travel
must be completed by December 31, 2021. Change fees will be waived by ***
airlines, while fare difference may apply. We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Ms. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the airline policies.When
the customer is ready to re-book new travel, she must call Expedia to reissue
new tickets.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 package deal to Chicago for Memorial Day weekend back in March, which included flight costs and three nights in a hotel. Expedia notified me on 4-14 that the hotel cancelled my booking. Expedia has not refunded my money for the cancellation. Expedia notified me on 4-19 that my flight departure time has changed by 3 hours, which is not possible for me with my work schedule. I have tried calling Expedia a few times, and I was on the phone for over an hour. Once I called and I was on hold for 2 hours, just to be hung up on.
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with *** airlines
departing Cincinnati,
OH to Chicago, IL on May 22, 2020, and returning May 25, 2020 for one adult. And a
three night stay at the *** hotel in Chicago, IL checking in on May
22, 2020. We understand Ms. is requesting a
refund for the package.On April
14, Expedia initiated a refund for the hotel portion in the full amount of
$142.01. The refund was processed by the customers financial institution on May
2, 2020. On April
19, *** airlines changed the outbound and inbound flight schedule, however they
do not offer refunds for changes less than six hours. The airlines has extended
future travel credit to the customer. Ms. must re-issue new tickets and
commence new travel by February 22, 2022. Change fees will be waived by United,
while fare difference may apply.We understand that the
customer is dissatisfied with receiving a credit with an airline vs. a full
refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for flights that are ordinarily non-refundable or limit changes. We recognize
that an airline credit may not be what Ms. was looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through and Expedia Group must follow the airline policies.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The flight I booked was cancelled, and I was moved onto another flight I did not book. It wasn't just a flight change. In top of that, I booked a bundled deal with Expedia, which included airfare and a hotel. They cancelled the hotel, so they broke the deal they made with me when I purchased a bundled package with them.
It doesn't matter to me what arrangement they have with United, that is something they need to take care of on their end. On my end, I purchased through Expedia and I want a full refund of my airfare for my flight that was cancelled, and for the bundled deal that was made null and void by Expedia's cancellation of my hotel deal.
Sincerely
June 30, 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.On April 14, Ms. or an authorized user of the Expedia
account cancelled the hotel portion via Expedia's website. The customer was
issued a refund as the hotel was outside penalty which allowed a full refund
back to the original form of payment. As previously stated, *** airlines changed the outbound and inbound
flight schedule on April 19, however they do not offer refunds for changes less
than six hours. When changes are made by the airline that affects the flight
less than six hours, The airline extends future travel credit to the customer.
Ms. must re-issue new tickets and commence new travel by February 22,
2022. Change fees will be waived by United, while fare difference may apply.Expedia is a third-party intermediary, and
we are subject to *** airlines decisions of whose services we sell. We act
only as an agent for their product and we do not have the authority to override
or to change their policies and procedures. Additionally, we did not set the flights
(non-refundable) policy, and we must abide by our suppliers rules. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
I had purchased a round trip ticket to Ireland leaving on 5/11/20. On 4/10/20
I received a text from Expedia that my flight was canceled and I would receive a credit for future travel. Since then I have attempted to reach them by phone (using several different numbers) and by email (using two different email addresses). I am unable to reach a human to discuss confirming my credit and how to access it. Every time I enter my itinerary number as requested, the automated response is that my flight is canceled and goodbye. I have reached out to *** but as I did not purchase the flight through them I must deal with Expedia.
Do not use Expedia.com. Two months and still waiting for my refund. I had a trip to Europe cancelled due to Pandemic Emergency COVID-19. After waiting for 4 hours Expedia Representative said there was nothing they can do. Unbelievable the lack of service toward current and future possible clients. Never again will I use Expedia.com.
I booked a vacation on Expedia.com Itinerary #***. I also purchased the travel insurance. during my trip the covid virus outbreak happened and the Philippine government gave all tourist 72 hours to leave the country. I tried to contact expedia with zero success. I contact the airline themselves but they were unable to get me a flight out in time. I had to book another flight for $2400 on a different airlines to ensure I left the philippines in the 72 hour mandate. I contacted expedia when I returned home on March 25th about a refund of my original flight. Expedia told me I would be getting the following ( For your flight in *** on Feb 2019 , you got back a total of USD 920.53 in 2 separate refunds.) As of today I have not seen the refund and I can't get any help from Expedia on the phone or in their live chat.
June 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** for ***.The
customer purchased a package for 19 nights with the *** in Balibago,
Angeles City, Philippines with check in on March 3, 2020, roundtrip flights for
travel from March 1, 2020, with a return on March 22, 2020, and vacation waiver
coverage.The
airline marked the first flight as checked in from Las Vegas, NV, USA to Seoul,
South Korea. All of the other flights, including the connecting flights on
March 3, 2020 from Seoul, South Korea to Angeles City, Philippines, were canceled.
It appears the ticket was marked used and is no longer available to provide a refund.We
understand from the complaint the customer arrived back home later than
originally booked, on March 25, 2020. We reached out to the airline with the
customers inquiry and requested a reply via email. At this time that is the
only method of contact we have for them due to the pandemic. When we receive a
response we will advise the customer. Any refund or action taken on the ticket
would be at the digression of the carrier.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I have reached out to the Airline and they asked me for the protection plan account number. Clearly on Expedia.com it shows I purchased the travel protection plan. When I contacted Expedia to ask for this the purchase number, expedia refused to give it to me.
its clear that I purchased the travel protection plan and expedia refuses to honor it
Sincerely
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We
regret to hear Mr. did not accept our
response and/or resolution offered.We have contacted *** airlines
regarding said refund. They have acknowledged the ticket has been exchanged two
times with *** as an even exchange due to irregular operations. The flight
was cancelled and never used. The *** representative mentioned the case must be
escalated to their corporate team to allow the ticket re-opened to *** air.
Once *** air has control of the ticket, a refund can be processed. The
request with *** may take approximately 60 days to process due to the
unprecedented volume of requests following the Covid-19 pandemic. Additional
time will be needed for *** air to process the refund. We do apologize for the delays and any
inconvenience this may cause. We have
added a $100.00 hotel coupon to the account. The coupon is valid until August
31, 2021 for most pay-now reservations. The $100.00 will be used towards the
room rate of the reservation.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
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