I purchased a booking through Expedia to attend a wedding which was postponed due to COVID. When I made my booking, I also purchased the "Travel Protection" insurance option. However, when I attempted to switch my reservation I was met with attitude and delays by the Expedia customer service personnel; not only were my calls answered and then hung up on, but their online "virtual chat" kept ignoring me. When I finally was able to speak with a representative they began the process of changing my original reservation. The new reservation I was trying to make was actually less expensive than the original. Expedia claimed to be unable to credit this new price as it was a "new package." At this point, I had been dealing with Expedia for over 6 hours and had absolutely nothing productive to show for it. I decided that I wanted my trip refunded per my "travel protection insurance." At this point, I was informed that I would not receive a refund from the airline and that their "flex policies" due to COVID-19 superseded my "travel protection." I understood as this is a tumultuous time for all. The airline's policy was to issue a "future flight credit." The hotel, I was told, was non-refundable and my "travel protection" did not cover the charge. After some back and forth with an extremely rude employee of Expedia, they "double-checked" and saw that my hotel reservation could be refunded but "only after speaking to the hotel." I look forward to seeing if I receive my refund. MY "future flight credit," however, is being held by Expedia and they refuse to release it to me. They are mandating that should I wish to use MY credit, that I have to do so through their company. Apparently, they can't issue a refund but can only issue credit because of "flex policies" - but I can't receive MY credit because of Expedia policies. Why, if you have received the credit from the airline, can I not receive the credit? Why, if you are in possession of my credit, can't you refund me its value?
Expedia.com Response
• Jun 24, 2020
June 24,
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 14356347 from Anthony Strong.The
customer purchased tickets with *** for travel to Tampa, FL on May 13,
2020, with a return on May 17, 2020.The
flights experience a schedule change of less than three hours. The tickets were
revalidated by the airline and notes were placed stating that there was no
refund. There was a second schedule change where both flights were canceled in
full. Its possible that the customer contacted us on or around the time of the
second schedule change, and received the information noted from the first schedule
change. The hotel
was refunded in full on May 12, 2020. The flight refund was processed on June
24, 2020. The refund time frame varies based on the processing time of the
credit card company. The vacation waiver coverage is nonrefundable. 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
On March 2, 2020, I booked a flight for my girlfriend from Madrid, Spain to Uberlandia, Brazil for May 1, 2020 via *** through the Expedia website. As a result of the coronavirus crisis, the carrier canceled the flight. As this flight was scheduled to leave from the EU it falls under EU261 protection. In other words, since the carrier canceled the flight, I am due a total refund.
Note that all my conversations with Expedia have taken place through their customer service chat. I contacted them on May 1 and was told by Rob that *** would only offer refunds under certain circumstances, but he couldn't contact them to inquire on my behalf as they had closed for the day. I reached out to them again on May 5, and was told by John the following:
'*** is allowing us to refund your ticket per the fare rule of your ticket. We can refund your ticket less a 70 percent penalty off the base fare. The cancel fee is $258.00 USD to refund the ticket.'
I refused to accept a $258 penalty on a $400 ticket that I myself did not cancel!!!
As I was possibly planning to travel to Brazil myself later in 2020, I asked on May 12 if I could receive a voucher from *** but put it in my name, as I bought the ticket. Although I didn't have to accept the voucher, I was willing to do so under these conditions. I was however informed by Maye that the voucher could only be used by my girlfriend. At that point, I demanded a refund, to which she responded:
'I have contacted ***, and they mentioned to me right now they are offering credits instead of refunds.'
She then told me I could request a refund myself through ***'s site, which I attempted. It did not work as they require Expedia to file it on my behalf. I've wasted hours, and I'm exhausted from the runaround. Expedia's customer service representatives can't even be consistent in doing the wrong thing. Needless to say, I would never give either company my money ever again. They clearly don't respect my time or my business.
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 one-way fare with ***
Airlines Group departing Madrid, Spain to Uberlandia, Brazil on May 1, 2020 for
one adult. We understand Mr. is requesting a
refund for the cancelled flight.On April
22, *** cancelled flight operations making the ticket eligible for a possible
refund. We have contacted the airlines who had advised us to fill out a form through
their website which will be reviewed, and will allow the customer to transfer
the full value of the ticket to a voucher which can be used directly with ***
for a future flight. The customer will also have the option to apply for a
refund after receiving the voucher. *** requests a passport number for the traveler before we are able to submit the
form for review. We have tried to contact Mr. Floyd, however we were unable to
reach him. Expedia kindly asks the customer to call our service desk at his
earliest convenience, and reference case *** to have an Expedia representative complete
the form on his behalf.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 place a reservation two hours before arrival at a Travelodge. When we arrived this was a place we did not want to stay. Dirty and in a bad location. I went in and ask to cancel. No problem he stated. Expedia charge anyway. Call and reported but very poor customer service. Expedia behind a vail of no refund regardless of circumstances. Ripoff to consumers.
Expedia.com Response
• Jun 10, 2020
June 10, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request.
On March 6, 2020, the customer self-booked a hotel reservation for two rooms, for one night each via itinerary number ***. The reservation was made for the same day and the total amount paid for both rooms was $282.46. Mr. is requesting a full refund of $282.46 since he mentions he arrived at the hotel and did not like the property.
After reviewing Mr.’s case we were able to review the call the customer made to Expedia on May 12, 2020. The Expedia agent who assisted Mr. reached out to the hotel and requested a refund. The hotel agent mentioned they would not authorize a refund of any amount. The hotel agent claimed they had already charged the amount and the customer had not canceled the reservation with them the same day. The hotel considered the customer a no-show and since the reservation was non-refundable they did not authorize a refund.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
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.
.
The hotel has not authorized a refund. We have determined no refund can be provided to our customer.
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 by phone.
Sincerely,
Daniel *** Expedia Corporate Support
Customer Response
• Jun 10, 2020
Complaint: ***
I am rejecting this response because:
I went into the place of business and voices my compliant to the operator at the desk and stated I cancel my reservation in person. This place was dirty and not a representation of a quality company. I’ll pay but buyer beware you don’t represent what is posted on the site. I stand by my report.
We bought Airline Insurance and Hotel Insurance when booking our trip with them. *** Cruise line canceled our *** Cruise so we don't need the Air Line Tickets or Hotel Rooms. Expedia said they can't give us our money back that we have to go to ***. We talked with Expedia starting back 4/2/20 abd sane wutg *** Insurance company and no one wants to give us our money back. We want our money. Website for *** is
Expedia.com Response
• Jun 11, 2020
June 11, 2020
Revdex.com***, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.Expedia is responding to the
consumer complaint from Mr. ***Bottom of Form, Revdex.com case number *** regarding a refund.
We understand that Mr. Customer would like a full refund for $2,047.74 for Airfare and $318.62 and $327.16 for two hotel itineraries.Upon further
research, we were unable to locate an Expedia account or reservation related to
the complaint. We respectfully request
that you provide us with the itinerary numbers of the bookings used at the time
of booking. The requested information
will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Customer Response
• Jun 25, 2020
We bought Airline Insurance and Hotel Insurance when booking our trip with them. *** Cruise line canceled our *** Cruise because of Coronavirus Concerns so we didn't need the Air Line Tickets or Hotel Rooms. Expedia said they can't give us our money back and that we have to go to AIG travel Gaurd. We talked with Expedia starting back 4/2/20 and the same with AIG travel Guard Insurance company and no one wants to give us our money back. We want our money back. Webiste for AIG travel Guard ***.com. Please help. We need the money back. I am out of work.
Desired Outcome:We want our $2047.74 for Airfare and we want Hotel costs back of $318.62 and $327.16
Expedia.com Response
• Jul 13, 2020
July 13 2020Revdex.com***, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. Bruce
***. We regret to hear Mr. did
not accept our response.We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting a refund for flight and hotel
reservations. Expedia
has reviewed the details of the previous cases, we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Since the last Revdex.com complaint was received and
responded to on June 11, 2020, we have been unable
to locate the exact reservations based on the amounts the customer is referring
to, we require an itinerary number to
locate the actual reservations for each amount in question or an account number
the reservation was created or the dollar amounts listed in the complaint.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
On April 14th, I made a reservation for a hotel while traveling from Washington State to Arizona. The reservation was made through the Expedia website. After the making the reservation for a hotel in Las Vegas I received confirmation. Then within 20 min received a cancelation email from Expedia stating due to COVID-19 the reservation was canceled. After arriving at the hotel, they said they had a room available and that room was booked and paid for in person. The original reservation was charged and never has been refunded even after contacting Expedia and providing the original reservation documentation and cancelation email. The last contact from Expedia on any updates to the refund of $77.95 was on April 30th. I have sent several requests on updates with no response which were sent via email to their customer service email and to the person I was talking with via email on the 30th of April.
Expedia.com Response
• Jun 11, 2020
June 11, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Mr. ***) regarding a refund request for a hotel reservation.
We have reviewed Ms.’s complaint regarding a refund request for her hotel reservation at *** Hotel and Casino Las Vegas. However, the hotel has not provided authorization for a refund.
As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide credit or refund that is not authorized. The Terms of Use that Mr. accepted are provided below.
LIABILITY DISCLAIMER
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.
Since we did not receive authorization for a refund from the hotel, Expedia has provided a hotel coupon in the amount of $100 which is now available on the customers Expedia account. This coupon is valid for one year from todays date and is valid for Pay Now type hotels.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. For immediate concerns regarding this matter, please feel free to contact us at 1-800-397-3342.
we bought airline tickets through expedia.com, we also purchased insurance for said travel. We were going to *** in Orlando. Well it is closed and we cannot continue on with our plans. We have tried to get refunded multiple times and they keep transferring us from person to person refusing to refund us. Telling us our status will be updated in 8 weeks. Hello we bought the insurance and we should be refunded now. We were charged for tickets as soon as we purchased them, why are we not being refunded because of cancelation in a timely fashion.
Expedia.com Response
• Jun 11, 2020
June 10,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flights. We understand *** is requesting a refund.The
customer purchased roundtrip flights for six passengers with *** Airlines for
travel from Detroit to Orlando. The
flights are refunded. The refund would be from *** Airlines to the original form
of payment. The refund time frame varies based on the processing time of the
credit card company.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***
I reserve to travel from May 25-30 and due to the corona virus it was canceled. I must have called Expedia 10 times and still no solution has been given just that my flight was canceled. when they picked up they state that they cannot get a hold of the hotel. However, I call the hotel and they answer right away. They even sent me an email stating that Expedia has not paid them and they are responsible for my refund. I sent the email to Kurt as he asked for and no response as of yet. When you called them they put you on hold and when they call you back someone picks up and hangs up. I need my issue resolve. They have over 1000 negative reviews kind of the same issue. coronavirus
Expedia.com Response
• May 22, 2020
May 22, 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. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Ms. would like a full refund for the reservation purchased.
Our records indicate on March 3, 2020, Ms. or
an authorized user of the Expedia account self-booked three round trip flights
on *** Airlines departing on May 25, 2020 from Miami,
FL to Oranjestad, Aruba, and
returning on May 30, 2020 along with a five night stay at *** via *** We can confirm on May 6, 2020, the customer called and advised she wanted
to have a refund for the flight and hotel.
Our representative called *** Airline and they advised the customer
would be refunded. Our representative called the hotel and they would not
authorize a refund. The customer call
was disconnected; called back but was unable to reach. Representative issued a coupon
for future use for the cost of the hotel in the amount of $910.00.From May 8, 2020 through May 10, 2020 - the customer called requesting a refund. In one instance while our representative was reviewing
the process the call disconnected. Our
representative noted they called back but was unable to reach. The customer called advising she emailed the
hotel and received an email back from the hotel stating she is would get a full
refund. Our last representative on May
10, 2020, reviewed the previous case notes.
Previous representative contacted the hotel and the hotel denied the waiver. After further review on May 22,
2020, Expedia confirmed the hotel reservation is showing cancelled in the hotel
system. A cancellation confirmation was
emailed to the customer’s on May 18, 2020, which advised of a coupon for a future
hotel reservation in the amount of $910.00.
The flight reservation was cancelled by the customer via electronic
communication on April 27, 2020.
*** Airlines record is noted there is a flight credit of $290.25 for
each ticket, total value of $870.75. Expedia confirms the flight cancellation
email was emailed to the email address on file.
The cancellation email was first opened on April 27, 2020 and reviewed
five times.We understand that you are dissatisfied with receiving a credit with
an airline vs. a full refund. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible due to
COVID-19, particularly for flights that are ordinarily non-refundable or limit
changes. We recognize that an airline credit may not be what you were looking
for but know that these are extraordinary circumstances that travel partners
are trying to work through and Expedia Group must follow the airline
policies. Based on the above we are not
able to honor your request for a refund. 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. *** Airlines were the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary.
In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase
of travel-related goods and services that you select. Please read these
additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use
further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
I have cancelled a hotel reservation booked through Expedia due to COVID-19. My hotel booking was pre-paid in full and non-refundable. I was informed that I would not be receiving a refund only a voucher for the amount of the hotel booking to be used at that specific hotel within 1 year.
While printing out official documents to submit to my credit card insurance I noticed that Expedia has tampered with my official receipt. The new receipt since cancelling shows that I have paid 0 dollars and was refunded the full amount of $1823.06. This was not true and now my official receipt is implying that I was refunded an amount that was paid in full. The modified receipt is deceiving and misrepresents factual information.
Itinerary #
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
hotel reservation. Our records reflect a seven night stay at the *** in London, England checking in on
May 2, 2020 for two adults. We
understand Ms. is requesting a refund.The
reservation booked is non-refundable. Expedia sent notice to Ms. to cancel
the hotel reservation before the scheduled check-in date which will allow her
to receive a voucher in the full amount of the purchase price. Ms. opted
in to receive the travel voucher which prevented the reservation from the hotel
marking the reservation as a no-show and losing the ability of receiving the
voucher. The customer received the voucher added to her account on April 27,
2020 in the amount of $1823 CAD. The email the customer mentioned displaying
total trip cost is 0.00 CAD is her cancellation notice. This does not reflect
the amount paid for the reservation. As stated in the email “The room/unit type
and rate selected are non-refundable. Should you change or cancel this
reservation for any reason, your payment will not be refunded.”Unfortunately
we are unable to provide a refund for the hotel stay due to the information
provided.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Chicago,
IL to London, England, UK on May 27, 2020, and returning June 17, 2020 for two
adults. We understand Mr. is
requesting a refund.On April 11,
*** cancelled the outbound flight and changed the departure time
from 6:00 A.M to 3:30 P.M on May 27. As per current airline policies, they are
allowing refunds subject to approval. Unfortunately *** has turned
off our ability to initiate refunds on our end. All refund requests must be
made via email. On May 27 Expedia sent an email advocating for a refund on
behalf of Mr.. We have not received notice as of yet, and so we have re-sent
the request. Refunds may be delayed due to the unprecedented volume the airline
is receiving following the Covid-19 pandemic. We
apologize for any delay, but know we are working with *** to
process a refund for Mr.. An Expedia representative will contact the customer
when the airline reply’s to the request. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Cruise Lines cancelled their cruise in Copenhagan, Denmark on June 5, 2020, due to the CORVID 19, Coronavirus, which I was s scheduled to be on. *** will be issuing me a full cash refund. When I tried to contact Expedia they put out a statement online that they were only dealing with customers who had flights before April, 30, 2020, after that it was all flights thru May 31, 2020. My flight is scheduled for June 5, 2020. I finally contact an representative, Sheena, on May 8, 2020 to whom I explained my situation. Sheena stated stated that if I cancelled there would be a penalty of $100-$250 regardless of the situation which she said she understood. On May 11, 2020, Glena, a supervisor with Expedia US Customer Service Team, sent me an email that they checked with *** Airlines and I can use the full value of my ticket towards the purchase of a new flight.
I sent Glena an email on 5/11/20, again requesting g a full cash refund as I purchased the ticket from Expedia.I also stated that I would not be travelling this year or next year. On 5/12/20, I received an email from Cherry, a supervisor with Expedia US Customer Service Team that the only option I have is a travel credit.
Many airlines have received, "bail out" money; isn't some of that money suppose to be designated to customer cash refunds. Many businesses are refusing to give customers cash refund at a difficult time like this. What I NEED IS A CASH REFUND NOT A TRAVEL CREDIT.
Can you please assist me with his matter as time is almost running out for me. Thank you for your attention regarding this matter.
I will forward you the emails from Expedia under separate cover.
Warm Regards
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 round-trip fare with *** airlines
departing New
York, NY to Copenhagen, Denmark on June 5, 2020, and returning June 16, 2020
for one adult. We understand Ms. is requesting a
refund for the cancelled flights.On May 15, *** cancelled flight operations making the ticket
valid for refund. On May 16, *** responded to the refund request advising
that due
to the current extraordinary situation, it is unfortunately not possible to
process refund requests within the usual time limits. The airline will process
the refund directly on their end as they have restricted Expedia from doing so
on ours. We kindly
ask Ms. for additional time for *** to process the refund of
$678.67. Rest assured, the airlines has already confirmed the process is
underway.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 01, 2020
Please be advised that I am allowing *** the time needed to process my refund with patience, and that I am NOT dissatisfied.I initially stated that I agreed to the solution when I received the email from the Revdex.com andunfortunately it was not received. Again I am satisfied with the resolution and have agreedto the full refund with patience. Thank you.
On 3/6/20, I made airline reservations thru Expedia, Itinerary #*** and *** both with the cancellation plan. On 5/6/2020, I received via email from Expedia, RE. Travel Alert Cancel. The Alert stated that I chose to cancel the flights, which I did not. On 5/11/20, I contacted Expedia customer service and they advised me that *** Airlines had canceled that flight and its no longer available. I requested a refund since the Airline canceled the flight and not me. I was advised that I could not get a refund and had to choose another flight, regardless of the DOT directive, which stated, “If your flight is canceled, no matter the reason you are entitled to a full refund back to your original form of payment. Having no choice and in fear of losing my tickets, I was coerced in to making an on the spot decision. To make matters worse they charged me an additional $2.80 per ticket. On 5/12/20, I called Expedia back to further voice my concern and the Representative advised me that because I selected the different flight, I was not entitled to a refund because they could only make one change to the ticket. I explained that had I not been lied to on the 5/11 conversation and forced to select another flight that this would be a none issue. I also advised the Rep, that even after the new changes were made, my flights still remained cancelled on their website, which he observed. I was advised that the site could not be updated and they will send me a receipt reflecting the itineraries information. In closing, per Expedia own Rep, had I not chosen to make the flight changes, which was not a option for me, the one time change to the tickets could have been the refund. This entire process has been nightmarish and trickery, the insurance I purchased is worthless, the Rep misleading/ misguiding me, to not being able to update their own website, I have zero confident and trust in Expedia throughout this entire process.
Expedia.com Response
• Jun 24, 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 *** from *** C. ***.The
customer purchased flights for four passengers with *** Airlines,
traveling to Long Beach, CA, departing on July 22, 2020 and returning on July
26, 2020.The
original flights had connections in Phoenix, AZ. The outbound flight departed
from the origin at 7:25 AM, and from the connection at 9:55 AM. The return
flight departed from the origin at 4:47 PM, and from the connection at 6:52 PM.The
flights had a minor time change that increase the connection time on the
outbound flight by 17 minutes. The return flight had a time change that caused
the flight to depart two hours and 50 minutes earlier and added that time into
the connection time. We
contacted the airline and they allowed the cancelation and refund of the
flights. The refunds will be provided to the original forms of payment based on
the processing time of the airline and the credit card company. 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 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.
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.
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 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.
To whom may I concern
Thank you for your time of helping, I had purchase 6 ticket in March 10, 2020 through Expedia site flying from CLT April 2, 2020 to MSP April 7, 2020 and also purchase insurance include with the package, my cancellation plan policy #*** and Itinerary # ***. Due to Covid-19 I had to cancel my flight because of all pandemic going on and safety for me and family. I had contact with Expedia multiple times about my cancellation and refund since mid March, I also file a claim under AIG to AON and my claim # ***, they said they were only credit me but will not give me a refund, I preferred money refund back instead of credit. I had spoke with a representative with AIG and they had transfer me to AON to follow up with my case status but they have never contact me back for over a month now. I decide I need to take further action with Revdex.com.
Thank You for your time
Expedia.com Response
• Jun 23, 2020
June 21,
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 *** from ***.The
customer booked roundtrip flights for six passengers with *** Airlines,
traveling to Minneapolis, MN on April 2, 2020, with a return on April 7, 2020.
The fare selected was nonrefundable with no changes allowed.On the
date of cancelation, and for the date of travel, *** Airlines was allowing
customers with fares that are nonrefundable with changes not allowed, to hold
the value of the ticket to use towards a new flight with out any fees.
Following the normal fare rules, the credit would need to be for flights with
*** Airlines, for the same passengers, with travel completed within one year
of the original issues date. The
airline has extended validity in many cases. Any extension of the validity date
might vary and more information may be located on the *** Airlines website. A
refund was not available, as the originally scheduled flight operating as
normal.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
Background: I originally booked this vacation on November 15th, using Expedia as our friends/travel partners had also used it and recommended it. I spent over 2 hours trying to get the correct hotel booked as when I used the Expedia search engine, looking for ***, Negril, it would return ***. I also tried going directly to the *** website to ensure I was using the right name, location and the pictures of the property to ensure I had the right one. After several failed attempts and double checking the property information, I was convinced that it appeared to come up with ***, leveraging various checkpoints/information and the exact pictures of the property, I completed the booking. I did not look at the itinerary again until we were at the airport on our way there with our friends.
Upon landing and checking the original email, we noticed that it was the wrong property. I tried calling Expedia to ask about transferring the *** booking from *** to their sister resort in Negril but after 1.5 hours on the phone, Expedia still hadn't heard from the *** property. We decided to go with our friends to the *** Negril property to see if they could help. *** Negril said to work directly with Expedia and the *** property to request a refund. The next morning I again stayed on the phone with Expedia for an hour or so and they stated they would have to continue trying to contact the *** and would email me with the results; 24 hours later they emailed back that *** wouldn't refund. I called Expedia 2 other times, asking them to escalate the request and to use the *** Hotels stated policy (copied below) and each time, after 24-76 hours later, they stated that *** declined our refund request.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the *** Jamaica All Inclusive - Adults Only in Saint
James, JAM for two adults in . We
understand Ms. is requesting a refund for five nights.On January 24, Ms.
or an authorized user of the Expedia account called to change the property
location to *** Jamaica All Inclusive - Adults Only ***. We
were unable to contact the property for a request to refund or waive the
penalty equal to the full amount paid as the penalty date started on January
21, 2020. Per the policy of the reservation, changes or cancellations made
after 6:59 PM local hotel time, Tuesday, January 21, 2020
are subject to a hotel fee equal to 2 night(s) plus taxes and fees. We have confirmed
with the property that only the penalty fee of two nights was charged. We have processed a refund in the
amount of $2260.03. 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
I booked travel plans through Expedia for travel to Europe that was to take place on 3/30/2020 and return on 4/10/2020. I have been trying to get a refund for one leg of my trip that was booked under itinerary # *** from Dusseldorf,Germany to Vienna, Austria traveling on 4/9/2020. The entirety of my travel plans were cancelled by the Federal government due to the global pandemic. I have contacted Expedia at least 4 times only to be put on hold for no less than 1 1/2 hours, have been Sent fictitious emails and given multiple excuses. I am simply requesting a refund for this leg of my itinerary rather than a credit as travel to Europe is not expected to resume any time soon. I have been more than patient as I have been trying to accomplish this for over a month. Please assist me in obtaining this refund so that I may pay my other bills.
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 round-trip fare with *** departing Duesseldorf,
Germany to Vienna, Austria on March 31, 2020, and returning April 9, 2020 for
one adult. We understand Ms. is requesting
a refund for the cancelled flight.On March
21, *** changed the flight schedule departing April 9 for more than three
hours making the ticket eligible for refund. The airline has disabled our
ability to initiate refunds on our end. We have advocated a refund request with
*** on behalf of the customer and was advised to send an email for
process. The reply may take up to 48 hours and refunds may take up to two billing
cycles as stated by ***.We will
contact the customer via email with any updates we receive from the airlines. We kindly ask Ms.
***’s continued patience through this process as the airline is receiving an
unprecedented amount of requests due to 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
They sold us travel insurance that was unused due to covid-19 and said to contact AIG for a refund then AIg email a month later and said to contact Expedia for a refund. Expedia kept us on hold for hour and hung up on us. Their online chat said they would get back to us and disconnected. Al together we spent 3-4 hours on hold.
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 travel insurance. Our
records reflect a travel cancellation plan administered by AIG-Travel guard
with coverage starting April 2, 2020 through April 6, 2020 for two travelers. We understand Mr. is requesting a refund for the unused coverage.The insurance you purchased was effective from the
date of purchase through the date your trip was cancelled. Insurance was refundable
within 15 days after purchase.We have received an email from the customer in
which he received from AIG advising Mr. to call Expedia to request a
refund for the travel insurance. We understand the customer was on hold for awhile
to reach an Expedia representative only to be denied. While the insurance was
refundable only within 15 days after purchase, we have made an exception to
process the refund for the full amount of $56.00.Refunds may take up to 30 business days to reflect due
to the unprecedented volume following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
cancelled my daughters flight because of Covid 19. *** authorized a refund. However, Expedia who I booked the trip through, refuses to provide a refund. They claim the airline is not refunding tickets only giving credits. This is not true as I spoke to ***. Over the last week and half I have been trying to works with Expedia. They claim they have a team working on this. Since yesterday I cannot get a hold of anyone even after being on hold for more than hour.
June 18,
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 *** from ***.The
customer purchased a one way ticket with *** for travel on May 10, 2020
for $804.95. The ticket was refunded in full on May 15, 2020 on ticket number ***
to the original form of payment. 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
I booked a trip through Expedia for April 10 departure for me and my husband. Expedia wrote me March 26 and said my hotel would be closed and I would be given a full refund. I called Expedia April 7 as I had other legs to my journey and was again told I would get a full refund for my hotel. Expedia has since failed to and is refusing to issue a refund. I was told today, May 11, that the March 26 email was a mistake and someone will call me about it. I do not believe the email was sent in error as claimed, but I do believe they do not want to issue any further refunds and so are currently characterizing it as a mistake - the refund email as not classified as an error during my April conversation. I want a refund for our hotel booking at *** . I also have been told I was getting a refund from *** - by ***, on April 8 and confirmed on April 20 after contacting the Department of Transportation. I have had repeated conversations with *** on this issue however on May 8 Expedia sent me an email with a *** credit rather than the full refund I was assured of. I believe this is fraud but am not submitting this as a criminal complaint. I just want my money back.
Expedia.com Response
• Jun 23, 2020
June 23, 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 7 2020, Ms. *** an authorized user of
the Expedia account, self-booked two round trip flights on *** Airlines,
departing on April 10, 2020 from San Francisco, CA to Bangkok, Thailand, returning on April 19, 2020,
with a four night stay at ***, Bangkok via ***. We can confirm
on March 17, 2020, the airline change the *** flight on April
11, 030 *** to unconfirmed. On March
21, 2020, the airline change
the *** flight on April 20, 2020 *** to unconfirmed. On April 1, 2020, the customer
cancelled the flight reservation via electronic communication. On May
11, 2020, the customer called
in because she hasn’t received a refund from March
26. She advised she received email the
advised “ [email protected]”
She stated the hotel sent her a message approving the refund. Our representative was able to verify that no
cases had been created and no follow up in the system showed that the customer
was eligible for a coupon. The reservation was not cancelled by the customer,
the representative escalated the call. The call was taken over the representative called the hotel
and hotel advised they were providing credits or relocations but they will contact
the guest and verify more options but no refund for now, I explain all this to
customer and she ask me to speak with manager she wants to complain about all
this. Another representative took over
the call and verified the emails state the customer would get a full refund if
staying from April 1-30, 2000. Our
representative verified the property cancelled the booking in in back office
system. Voyager states coupon eligible. Representative issued a refund for $342.58 to
card ending ***.After further review on June 23, 2020, Expedia reviewed
the Expedia reservation and the Unites Airlines record. The *** Airline record has been refunded via
*** Airlines website. Since the airline processed the charge,
they’ll determine the refund timeline. If you have questions, we’d recommend
contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Customer Response
• Jun 23, 2020
Complaint: ***
I am rejecting this response because: Expedia did not address the resolution of the hotel in their response. Their characterizations of communication is also inaccurate. They also failed to communicate that flights had been changed. They failed to facilitate communication from the airlines about intended changes - the airline told me directly we had been rebooked and had accepted it but Expedia never informed us. The airline later stated that we should also have been informed that the rebooking was later determined not to be good as there was no longer enough time to make the transfer. Expedia had access to communication from the hotel to me as it was through their system, but they failed to acknowledge the commitment for a full refund. None of the calls or requests for assistance should have had to be made. I have been able to obtain refunds for 2 airlines and 2 hotels without their assistance or advocacy. I even paid for the insurance they offered but was not provided information on how to utilize it. The impression was the insurance would be incorporated for Expedia to process but they denied that was part of their service. I don't need anything more in regards to assistance. I'm just frustrated about the experience and now the refusal to acknowledge the lack of appropriate customer support and care. I don't want anything more. Expedia should know how they have failed in this instance as this is just one of thousands of instances taking place during this time. They didn't resolve the issues. I did. I get a refund for my flight after raising a complaint with the federal agency governing air transportation. That is how that refund came about.
Sincerely
Expedia.com Response
• Jun 29, 2020
June 29, 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. was requesting
that Expedia issue a refund for her reservation. Expedia has reviewed the details of the previous
cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
We regret the provided customer service was not satisfactory and we hope Ms.
*** will allow us to improve on it in the future.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 F Corporate Correspondence Team
I purchased a booking through Expedia to attend a wedding which was postponed due to COVID. When I made my booking, I also purchased the "Travel Protection" insurance option. However, when I attempted to switch my reservation I was met with attitude and delays by the Expedia customer service personnel; not only were my calls answered and then hung up on, but their online "virtual chat" kept ignoring me. When I finally was able to speak with a representative they began the process of changing my original reservation. The new reservation I was trying to make was actually less expensive than the original. Expedia claimed to be unable to credit this new price as it was a "new package." At this point, I had been dealing with Expedia for over 6 hours and had absolutely nothing productive to show for it. I decided that I wanted my trip refunded per my "travel protection insurance." At this point, I was informed that I would not receive a refund from the airline and that their "flex policies" due to COVID-19 superseded my "travel protection." I understood as this is a tumultuous time for all. The airline's policy was to issue a "future flight credit." The hotel, I was told, was non-refundable and my "travel protection" did not cover the charge. After some back and forth with an extremely rude employee of Expedia, they "double-checked" and saw that my hotel reservation could be refunded but "only after speaking to the hotel." I look forward to seeing if I receive my refund. MY "future flight credit," however, is being held by Expedia and they refuse to release it to me. They are mandating that should I wish to use MY credit, that I have to do so through their company. Apparently, they can't issue a refund but can only issue credit because of "flex policies" - but I can't receive MY credit because of Expedia policies. Why, if you have received the credit from the airline, can I not receive the credit? Why, if you are in possession of my credit, can't you refund me its value?
June 24,
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 14356347 from Anthony Strong.The
customer purchased tickets with *** for travel to Tampa, FL on May 13,
2020, with a return on May 17, 2020.The
flights experience a schedule change of less than three hours. The tickets were
revalidated by the airline and notes were placed stating that there was no
refund. There was a second schedule change where both flights were canceled in
full. Its possible that the customer contacted us on or around the time of the
second schedule change, and received the information noted from the first schedule
change. The hotel
was refunded in full on May 12, 2020. The flight refund was processed on June
24, 2020. The refund time frame varies based on the processing time of the
credit card company. The vacation waiver coverage is nonrefundable. 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
On March 2, 2020, I booked a flight for my girlfriend from Madrid, Spain to Uberlandia, Brazil for May 1, 2020 via *** through the Expedia website. As a result of the coronavirus crisis, the carrier canceled the flight. As this flight was scheduled to leave from the EU it falls under EU261 protection. In other words, since the carrier canceled the flight, I am due a total refund.
Note that all my conversations with Expedia have taken place through their customer service chat. I contacted them on May 1 and was told by Rob that *** would only offer refunds under certain circumstances, but he couldn't contact them to inquire on my behalf as they had closed for the day. I reached out to them again on May 5, and was told by John the following:
'*** is allowing us to refund your ticket per the fare rule of your ticket. We can refund your ticket less a 70 percent penalty off the base fare. The cancel fee is $258.00 USD to refund the ticket.'
I refused to accept a $258 penalty on a $400 ticket that I myself did not cancel!!!
As I was possibly planning to travel to Brazil myself later in 2020, I asked on May 12 if I could receive a voucher from *** but put it in my name, as I bought the ticket. Although I didn't have to accept the voucher, I was willing to do so under these conditions. I was however informed by Maye that the voucher could only be used by my girlfriend. At that point, I demanded a refund, to which she responded:
'I have contacted ***, and they mentioned to me right now they are offering credits instead of refunds.'
She then told me I could request a refund myself through ***'s site, which I attempted. It did not work as they require Expedia to file it on my behalf. I've wasted hours, and I'm exhausted from the runaround. Expedia's customer service representatives can't even be consistent in doing the wrong thing. Needless to say, I would never give either company my money ever again. They clearly don't respect my time or my business.
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 one-way fare with ***
Airlines Group departing Madrid, Spain to Uberlandia, Brazil on May 1, 2020 for
one adult. We understand Mr. is requesting a
refund for the cancelled flight.On April
22, *** cancelled flight operations making the ticket eligible for a possible
refund. We have contacted the airlines who had advised us to fill out a form through
their website which will be reviewed, and will allow the customer to transfer
the full value of the ticket to a voucher which can be used directly with ***
for a future flight. The customer will also have the option to apply for a
refund after receiving the voucher. *** requests a passport number for the traveler before we are able to submit the
form for review. We have tried to contact Mr. Floyd, however we were unable to
reach him. Expedia kindly asks the customer to call our service desk at his
earliest convenience, and reference case *** to have an Expedia representative complete
the form on his behalf.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 place a reservation two hours before arrival at a Travelodge. When we arrived this was a place we did not want to stay. Dirty and in a bad location. I went in and ask to cancel. No problem he stated. Expedia charge anyway. Call and reported but very poor customer service. Expedia behind a vail of no refund regardless of circumstances. Ripoff to consumers.
June 10, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request.
On March 6, 2020, the customer self-booked a hotel reservation for two rooms, for one night each via itinerary number ***. The reservation was made for the same day and the total amount paid for both rooms was $282.46. Mr. is requesting a full refund of $282.46 since he mentions he arrived at the hotel and did not like the property.
After reviewing Mr.’s case we were able to review the call the customer made to Expedia on May 12, 2020. The Expedia agent who assisted Mr. reached out to the hotel and requested a refund. The hotel agent mentioned they would not authorize a refund of any amount. The hotel agent claimed they had already charged the amount and the customer had not canceled the reservation with them the same day. The hotel considered the customer a no-show and since the reservation was non-refundable they did not authorize a refund.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
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.
.
The hotel has not authorized a refund. We have determined no refund can be provided to our customer.
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 by phone.
Sincerely,
Daniel *** Expedia Corporate Support
Complaint: ***
I am rejecting this response because:
I went into the place of business and voices my compliant to the operator at the desk and stated I cancel my reservation in person. This place was dirty and not a representation of a quality company. I’ll pay but buyer beware you don’t represent what is posted on the site. I stand by my report.
We bought Airline Insurance and Hotel Insurance when booking our trip with them. *** Cruise line canceled our *** Cruise so we don't need the Air Line Tickets or Hotel Rooms. Expedia said they can't give us our money back that we have to go to ***. We talked with Expedia starting back 4/2/20 abd sane wutg *** Insurance company and no one wants to give us our money back. We want our money. Website for *** is
June 11, 2020
Revdex.com***, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.Expedia is responding to the
consumer complaint from Mr. ***Bottom of Form, Revdex.com case number *** regarding a refund.
We understand that Mr. Customer would like a full refund for $2,047.74 for Airfare and $318.62 and $327.16 for two hotel itineraries.Upon further
research, we were unable to locate an Expedia account or reservation related to
the complaint. We respectfully request
that you provide us with the itinerary numbers of the bookings used at the time
of booking. The requested information
will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
We bought Airline Insurance and Hotel Insurance when booking our trip with them. *** Cruise line canceled our *** Cruise because of Coronavirus Concerns so we didn't need the Air Line Tickets or Hotel Rooms. Expedia said they can't give us our money back and that we have to go to AIG travel Gaurd. We talked with Expedia starting back 4/2/20 and the same with AIG travel Guard Insurance company and no one wants to give us our money back. We want our money back. Webiste for AIG travel Guard ***.com. Please help. We need the money back. I am out of work.
Desired Outcome:We want our $2047.74 for Airfare and we want Hotel costs back of $318.62 and $327.16
July 13 2020Revdex.com***, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. Bruce
***. We regret to hear Mr. did
not accept our response.We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting a refund for flight and hotel
reservations. Expedia
has reviewed the details of the previous cases, we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Since the last Revdex.com complaint was received and
responded to on June 11, 2020, we have been unable
to locate the exact reservations based on the amounts the customer is referring
to, we require an itinerary number to
locate the actual reservations for each amount in question or an account number
the reservation was created or the dollar amounts listed in the complaint.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
On April 14th, I made a reservation for a hotel while traveling from Washington State to Arizona. The reservation was made through the Expedia website. After the making the reservation for a hotel in Las Vegas I received confirmation. Then within 20 min received a cancelation email from Expedia stating due to COVID-19 the reservation was canceled. After arriving at the hotel, they said they had a room available and that room was booked and paid for in person. The original reservation was charged and never has been refunded even after contacting Expedia and providing the original reservation documentation and cancelation email. The last contact from Expedia on any updates to the refund of $77.95 was on April 30th. I have sent several requests on updates with no response which were sent via email to their customer service email and to the person I was talking with via email on the 30th of April.
June 11, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Mr. ***) regarding a refund request for a hotel reservation.
We have reviewed Ms.’s complaint regarding a refund request for her hotel reservation at *** Hotel and Casino Las Vegas. However, the hotel has not provided authorization for a refund.
As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide credit or refund that is not authorized. The Terms of Use that Mr. accepted are provided below.
LIABILITY DISCLAIMER
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.
Since we did not receive authorization for a refund from the hotel, Expedia has provided a hotel coupon in the amount of $100 which is now available on the customers Expedia account. This coupon is valid for one year from todays date and is valid for Pay Now type hotels.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. For immediate concerns regarding this matter, please feel free to contact us at 1-800-397-3342.
Sincerely,
Daniel *** Customer Correspondence Team
we bought airline tickets through expedia.com, we also purchased insurance for said travel. We were going to *** in Orlando. Well it is closed and we cannot continue on with our plans. We have tried to get refunded multiple times and they keep transferring us from person to person refusing to refund us. Telling us our status will be updated in 8 weeks. Hello we bought the insurance and we should be refunded now. We were charged for tickets as soon as we purchased them, why are we not being refunded because of cancelation in a timely fashion.
June 10,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flights. We understand *** is requesting a refund.The
customer purchased roundtrip flights for six passengers with *** Airlines for
travel from Detroit to Orlando. The
flights are refunded. The refund would be from *** Airlines to the original form
of payment. The refund time frame varies based on the processing time of the
credit card company.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***
Corporate Correspondence Team
I reserve to travel from May 25-30 and due to the corona virus it was canceled. I must have called Expedia 10 times and still no solution has been given just that my flight was canceled. when they picked up they state that they cannot get a hold of the hotel. However, I call the hotel and they answer right away. They even sent me an email stating that Expedia has not paid them and they are responsible for my refund. I sent the email to Kurt as he asked for and no response as of yet. When you called them they put you on hold and when they call you back someone picks up and hangs up. I need my issue resolve. They have over 1000 negative reviews kind of the same issue. coronavirus
May 22, 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. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Ms. would like a full refund for the reservation purchased.
Our records indicate on March 3, 2020, Ms. or
an authorized user of the Expedia account self-booked three round trip flights
on *** Airlines departing on May 25, 2020 from Miami,
FL to Oranjestad, Aruba, and
returning on May 30, 2020 along with a five night stay at *** via *** We can confirm on May 6, 2020, the customer called and advised she wanted
to have a refund for the flight and hotel.
Our representative called *** Airline and they advised the customer
would be refunded. Our representative called the hotel and they would not
authorize a refund. The customer call
was disconnected; called back but was unable to reach. Representative issued a coupon
for future use for the cost of the hotel in the amount of $910.00.From May 8, 2020 through May 10, 2020 - the customer called requesting a refund. In one instance while our representative was reviewing
the process the call disconnected. Our
representative noted they called back but was unable to reach. The customer called advising she emailed the
hotel and received an email back from the hotel stating she is would get a full
refund. Our last representative on May
10, 2020, reviewed the previous case notes.
Previous representative contacted the hotel and the hotel denied the waiver. After further review on May 22,
2020, Expedia confirmed the hotel reservation is showing cancelled in the hotel
system. A cancellation confirmation was
emailed to the customer’s on May 18, 2020, which advised of a coupon for a future
hotel reservation in the amount of $910.00.
The flight reservation was cancelled by the customer via electronic
communication on April 27, 2020.
*** Airlines record is noted there is a flight credit of $290.25 for
each ticket, total value of $870.75. Expedia confirms the flight cancellation
email was emailed to the email address on file.
The cancellation email was first opened on April 27, 2020 and reviewed
five times.We understand that you are dissatisfied with receiving a credit with
an airline vs. a full refund. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible due to
COVID-19, particularly for flights that are ordinarily non-refundable or limit
changes. We recognize that an airline credit may not be what you were looking
for but know that these are extraordinary circumstances that travel partners
are trying to work through and Expedia Group must follow the airline
policies. Based on the above we are not
able to honor your request for a refund. 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. *** Airlines were the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary.
In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase
of travel-related goods and services that you select. Please read these
additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms of Use
further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
I have cancelled a hotel reservation booked through Expedia due to COVID-19. My hotel booking was pre-paid in full and non-refundable. I was informed that I would not be receiving a refund only a voucher for the amount of the hotel booking to be used at that specific hotel within 1 year.
While printing out official documents to submit to my credit card insurance I noticed that Expedia has tampered with my official receipt. The new receipt since cancelling shows that I have paid 0 dollars and was refunded the full amount of $1823.06. This was not true and now my official receipt is implying that I was refunded an amount that was paid in full. The modified receipt is deceiving and misrepresents factual information.
Itinerary #
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
hotel reservation. Our records reflect a seven night stay at the *** in London, England checking in on
May 2, 2020 for two adults. We
understand Ms. is requesting a refund.The
reservation booked is non-refundable. Expedia sent notice to Ms. to cancel
the hotel reservation before the scheduled check-in date which will allow her
to receive a voucher in the full amount of the purchase price. Ms. opted
in to receive the travel voucher which prevented the reservation from the hotel
marking the reservation as a no-show and losing the ability of receiving the
voucher. The customer received the voucher added to her account on April 27,
2020 in the amount of $1823 CAD. The email the customer mentioned displaying
total trip cost is 0.00 CAD is her cancellation notice. This does not reflect
the amount paid for the reservation. As stated in the email “The room/unit type
and rate selected are non-refundable. Should you change or cancel this
reservation for any reason, your payment will not be refunded.”Unfortunately
we are unable to provide a refund for the hotel stay due to the information
provided.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia will not refund my money for a trip.
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Chicago,
IL to London, England, UK on May 27, 2020, and returning June 17, 2020 for two
adults. We understand Mr. is
requesting a refund.On April 11,
*** cancelled the outbound flight and changed the departure time
from 6:00 A.M to 3:30 P.M on May 27. As per current airline policies, they are
allowing refunds subject to approval. Unfortunately *** has turned
off our ability to initiate refunds on our end. All refund requests must be
made via email. On May 27 Expedia sent an email advocating for a refund on
behalf of Mr.. We have not received notice as of yet, and so we have re-sent
the request. Refunds may be delayed due to the unprecedented volume the airline
is receiving following the Covid-19 pandemic. We
apologize for any delay, but know we are working with *** to
process a refund for Mr.. An Expedia representative will contact the customer
when the airline reply’s to the request. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Cruise Lines cancelled their cruise in Copenhagan, Denmark on June 5, 2020, due to the CORVID 19, Coronavirus, which I was s scheduled to be on. *** will be issuing me a full cash refund. When I tried to contact Expedia they put out a statement online that they were only dealing with customers who had flights before April, 30, 2020, after that it was all flights thru May 31, 2020. My flight is scheduled for June 5, 2020. I finally contact an representative, Sheena, on May 8, 2020 to whom I explained my situation. Sheena stated stated that if I cancelled there would be a penalty of $100-$250 regardless of the situation which she said she understood. On May 11, 2020, Glena, a supervisor with Expedia US Customer Service Team, sent me an email that they checked with *** Airlines and I can use the full value of my ticket towards the purchase of a new flight.
I sent Glena an email on 5/11/20, again requesting g a full cash refund as I purchased the ticket from Expedia.I also stated that I would not be travelling this year or next year. On 5/12/20, I received an email from Cherry, a supervisor with Expedia US Customer Service Team that the only option I have is a travel credit.
Many airlines have received, "bail out" money; isn't some of that money suppose to be designated to customer cash refunds. Many businesses are refusing to give customers cash refund at a difficult time like this. What I NEED IS A CASH REFUND NOT A TRAVEL CREDIT.
Can you please assist me with his matter as time is almost running out for me. Thank you for your attention regarding this matter.
I will forward you the emails from Expedia under separate cover.
Warm Regards
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 round-trip fare with *** airlines
departing New
York, NY to Copenhagen, Denmark on June 5, 2020, and returning June 16, 2020
for one adult. We understand Ms. is requesting a
refund for the cancelled flights.On May 15, *** cancelled flight operations making the ticket
valid for refund. On May 16, *** responded to the refund request advising
that due
to the current extraordinary situation, it is unfortunately not possible to
process refund requests within the usual time limits. The airline will process
the refund directly on their end as they have restricted Expedia from doing so
on ours. We kindly
ask Ms. for additional time for *** to process the refund of
$678.67. Rest assured, the airlines has already confirmed the process is
underway.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
Please be advised that I am allowing *** the time needed to process my refund with patience, and that I am NOT dissatisfied.I initially stated that I agreed to the solution when I received the email from the Revdex.com andunfortunately it was not received. Again I am satisfied with the resolution and have agreedto the full refund with patience. Thank you.
On 3/6/20, I made airline reservations thru Expedia, Itinerary #*** and *** both with the cancellation plan. On 5/6/2020, I received via email from Expedia, RE. Travel Alert Cancel. The Alert stated that I chose to cancel the flights, which I did not. On 5/11/20, I contacted Expedia customer service and they advised me that *** Airlines had canceled that flight and its no longer available. I requested a refund since the Airline canceled the flight and not me. I was advised that I could not get a refund and had to choose another flight, regardless of the DOT directive, which stated, “If your flight is canceled, no matter the reason you are entitled to a full refund back to your original form of payment. Having no choice and in fear of losing my tickets, I was coerced in to making an on the spot decision. To make matters worse they charged me an additional $2.80 per ticket. On 5/12/20, I called Expedia back to further voice my concern and the Representative advised me that because I selected the different flight, I was not entitled to a refund because they could only make one change to the ticket. I explained that had I not been lied to on the 5/11 conversation and forced to select another flight that this would be a none issue. I also advised the Rep, that even after the new changes were made, my flights still remained cancelled on their website, which he observed. I was advised that the site could not be updated and they will send me a receipt reflecting the itineraries information. In closing, per Expedia own Rep, had I not chosen to make the flight changes, which was not a option for me, the one time change to the tickets could have been the refund. This entire process has been nightmarish and trickery, the insurance I purchased is worthless, the Rep misleading/ misguiding me, to not being able to update their own website, I have zero confident and trust in Expedia throughout this entire process.
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 *** from *** C. ***.The
customer purchased flights for four passengers with *** Airlines,
traveling to Long Beach, CA, departing on July 22, 2020 and returning on July
26, 2020.The
original flights had connections in Phoenix, AZ. The outbound flight departed
from the origin at 7:25 AM, and from the connection at 9:55 AM. The return
flight departed from the origin at 4:47 PM, and from the connection at 6:52 PM.The
flights had a minor time change that increase the connection time on the
outbound flight by 17 minutes. The return flight had a time change that caused
the flight to depart two hours and 50 minutes earlier and added that time into
the connection time. We
contacted the airline and they allowed the cancelation and refund of the
flights. The refunds will be provided to the original forms of payment based on
the processing time of the airline and the credit card company. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked 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
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 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.
To whom may I concern
Thank you for your time of helping, I had purchase 6 ticket in March 10, 2020 through Expedia site flying from CLT April 2, 2020 to MSP April 7, 2020 and also purchase insurance include with the package, my cancellation plan policy #*** and Itinerary # ***. Due to Covid-19 I had to cancel my flight because of all pandemic going on and safety for me and family. I had contact with Expedia multiple times about my cancellation and refund since mid March, I also file a claim under AIG to AON and my claim # ***, they said they were only credit me but will not give me a refund, I preferred money refund back instead of credit. I had spoke with a representative with AIG and they had transfer me to AON to follow up with my case status but they have never contact me back for over a month now. I decide I need to take further action with Revdex.com.
Thank You for your time
June 21,
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 *** from ***.The
customer booked roundtrip flights for six passengers with *** Airlines,
traveling to Minneapolis, MN on April 2, 2020, with a return on April 7, 2020.
The fare selected was nonrefundable with no changes allowed.On the
date of cancelation, and for the date of travel, *** Airlines was allowing
customers with fares that are nonrefundable with changes not allowed, to hold
the value of the ticket to use towards a new flight with out any fees.
Following the normal fare rules, the credit would need to be for flights with
*** Airlines, for the same passengers, with travel completed within one year
of the original issues date. The
airline has extended validity in many cases. Any extension of the validity date
might vary and more information may be located on the *** Airlines website. A
refund was not available, as the originally scheduled flight operating as
normal.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
Background: I originally booked this vacation on November 15th, using Expedia as our friends/travel partners had also used it and recommended it. I spent over 2 hours trying to get the correct hotel booked as when I used the Expedia search engine, looking for ***, Negril, it would return ***. I also tried going directly to the *** website to ensure I was using the right name, location and the pictures of the property to ensure I had the right one. After several failed attempts and double checking the property information, I was convinced that it appeared to come up with ***, leveraging various checkpoints/information and the exact pictures of the property, I completed the booking. I did not look at the itinerary again until we were at the airport on our way there with our friends.
Upon landing and checking the original email, we noticed that it was the wrong property. I tried calling Expedia to ask about transferring the *** booking from *** to their sister resort in Negril but after 1.5 hours on the phone, Expedia still hadn't heard from the *** property. We decided to go with our friends to the *** Negril property to see if they could help. *** Negril said to work directly with Expedia and the *** property to request a refund. The next morning I again stayed on the phone with Expedia for an hour or so and they stated they would have to continue trying to contact the *** and would email me with the results; 24 hours later they emailed back that *** wouldn't refund. I called Expedia 2 other times, asking them to escalate the request and to use the *** Hotels stated policy (copied below) and each time, after 24-76 hours later, they stated that *** declined our refund request.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the *** Jamaica All Inclusive - Adults Only in Saint
James, JAM for two adults in . We
understand Ms. is requesting a refund for five nights.On January 24, Ms.
or an authorized user of the Expedia account called to change the property
location to *** Jamaica All Inclusive - Adults Only ***. We
were unable to contact the property for a request to refund or waive the
penalty equal to the full amount paid as the penalty date started on January
21, 2020. Per the policy of the reservation, changes or cancellations made
after 6:59 PM local hotel time, Tuesday, January 21, 2020
are subject to a hotel fee equal to 2 night(s) plus taxes and fees. We have confirmed
with the property that only the penalty fee of two nights was charged. We have processed a refund in the
amount of $2260.03. 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
I booked travel plans through Expedia for travel to Europe that was to take place on 3/30/2020 and return on 4/10/2020. I have been trying to get a refund for one leg of my trip that was booked under itinerary # *** from Dusseldorf,Germany to Vienna, Austria traveling on 4/9/2020. The entirety of my travel plans were cancelled by the Federal government due to the global pandemic. I have contacted Expedia at least 4 times only to be put on hold for no less than 1 1/2 hours, have been Sent fictitious emails and given multiple excuses. I am simply requesting a refund for this leg of my itinerary rather than a credit as travel to Europe is not expected to resume any time soon. I have been more than patient as I have been trying to accomplish this for over a month. Please assist me in obtaining this refund so that I may pay my other bills.
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 round-trip fare with *** departing Duesseldorf,
Germany to Vienna, Austria on March 31, 2020, and returning April 9, 2020 for
one adult. We understand Ms. is requesting
a refund for the cancelled flight.On March
21, *** changed the flight schedule departing April 9 for more than three
hours making the ticket eligible for refund. The airline has disabled our
ability to initiate refunds on our end. We have advocated a refund request with
*** on behalf of the customer and was advised to send an email for
process. The reply may take up to 48 hours and refunds may take up to two billing
cycles as stated by ***.We will
contact the customer via email with any updates we receive from the airlines. We kindly ask Ms.
***’s continued patience through this process as the airline is receiving an
unprecedented amount of requests due to 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
They sold us travel insurance that was unused due to covid-19 and said to contact AIG for a refund then AIg email a month later and said to contact Expedia for a refund. Expedia kept us on hold for hour and hung up on us. Their online chat said they would get back to us and disconnected. Al together we spent 3-4 hours on hold.
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 travel insurance. Our
records reflect a travel cancellation plan administered by AIG-Travel guard
with coverage starting April 2, 2020 through April 6, 2020 for two travelers. We understand Mr. is requesting a refund for the unused coverage.The insurance you purchased was effective from the
date of purchase through the date your trip was cancelled. Insurance was refundable
within 15 days after purchase.We have received an email from the customer in
which he received from AIG advising Mr. to call Expedia to request a
refund for the travel insurance. We understand the customer was on hold for awhile
to reach an Expedia representative only to be denied. While the insurance was
refundable only within 15 days after purchase, we have made an exception to
process the refund for the full amount of $56.00.Refunds may take up to 30 business days to reflect due
to the unprecedented volume following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
cancelled my daughters flight because of Covid 19. *** authorized a refund. However, Expedia who I booked the trip through, refuses to provide a refund. They claim the airline is not refunding tickets only giving credits. This is not true as I spoke to ***. Over the last week and half I have been trying to works with Expedia. They claim they have a team working on this. Since yesterday I cannot get a hold of anyone even after being on hold for more than hour.
Itinerary***.
*** confirmation: ***
Ticket Number: *** (***)
June 18,
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 *** from ***.The
customer purchased a one way ticket with *** for travel on May 10, 2020
for $804.95. The ticket was refunded in full on May 15, 2020 on ticket number ***
to the original form of payment. 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
I booked a trip through Expedia for April 10 departure for me and my husband. Expedia wrote me March 26 and said my hotel would be closed and I would be given a full refund. I called Expedia April 7 as I had other legs to my journey and was again told I would get a full refund for my hotel. Expedia has since failed to and is refusing to issue a refund. I was told today, May 11, that the March 26 email was a mistake and someone will call me about it. I do not believe the email was sent in error as claimed, but I do believe they do not want to issue any further refunds and so are currently characterizing it as a mistake - the refund email as not classified as an error during my April conversation. I want a refund for our hotel booking at *** . I also have been told I was getting a refund from *** - by ***, on April 8 and confirmed on April 20 after contacting the Department of Transportation. I have had repeated conversations with *** on this issue however on May 8 Expedia sent me an email with a *** credit rather than the full refund I was assured of. I believe this is fraud but am not submitting this as a criminal complaint. I just want my money back.
June 23, 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 7 2020, Ms. *** an authorized user of
the Expedia account, self-booked two round trip flights on *** Airlines,
departing on April 10, 2020 from San Francisco, CA to Bangkok, Thailand, returning on April 19, 2020,
with a four night stay at ***, Bangkok via ***. We can confirm
on March 17, 2020, the airline change the *** flight on April
11, 030 *** to unconfirmed. On March
21, 2020, the airline change
the *** flight on April 20, 2020 *** to unconfirmed. On April 1, 2020, the customer
cancelled the flight reservation via electronic communication. On May
11, 2020, the customer called
in because she hasn’t received a refund from March
26. She advised she received email the
advised “ [email protected]”
She stated the hotel sent her a message approving the refund. Our representative was able to verify that no
cases had been created and no follow up in the system showed that the customer
was eligible for a coupon. The reservation was not cancelled by the customer,
the representative escalated the call. The call was taken over the representative called the hotel
and hotel advised they were providing credits or relocations but they will contact
the guest and verify more options but no refund for now, I explain all this to
customer and she ask me to speak with manager she wants to complain about all
this. Another representative took over
the call and verified the emails state the customer would get a full refund if
staying from April 1-30, 2000. Our
representative verified the property cancelled the booking in in back office
system. Voyager states coupon eligible. Representative issued a refund for $342.58 to
card ending ***.After further review on June 23, 2020, Expedia reviewed
the Expedia reservation and the Unites Airlines record. The *** Airline record has been refunded via
*** Airlines website. Since the airline processed the charge,
they’ll determine the refund timeline. If you have questions, we’d recommend
contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia did not address the resolution of the hotel in their response. Their characterizations of communication is also inaccurate. They also failed to communicate that flights had been changed. They failed to facilitate communication from the airlines about intended changes - the airline told me directly we had been rebooked and had accepted it but Expedia never informed us. The airline later stated that we should also have been informed that the rebooking was later determined not to be good as there was no longer enough time to make the transfer. Expedia had access to communication from the hotel to me as it was through their system, but they failed to acknowledge the commitment for a full refund. None of the calls or requests for assistance should have had to be made. I have been able to obtain refunds for 2 airlines and 2 hotels without their assistance or advocacy. I even paid for the insurance they offered but was not provided information on how to utilize it. The impression was the insurance would be incorporated for Expedia to process but they denied that was part of their service. I don't need anything more in regards to assistance. I'm just frustrated about the experience and now the refusal to acknowledge the lack of appropriate customer support and care. I don't want anything more. Expedia should know how they have failed in this instance as this is just one of thousands of instances taking place during this time. They didn't resolve the issues. I did. I get a refund for my flight after raising a complaint with the federal agency governing air transportation. That is how that refund came about.
Sincerely
June 29, 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. was requesting
that Expedia issue a refund for her reservation. Expedia has reviewed the details of the previous
cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
We regret the provided customer service was not satisfactory and we hope Ms.
*** will allow us to improve on it in the future.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 F Corporate Correspondence Team