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.
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.
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
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
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 ***
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 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
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.
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 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
Had to cancel a trip due to Covid 19 restrictions. Was booked through Expedia. Neither the airlines or hotel would address my request due to it being booked via Expedia. I did not go on the trip due to the government restrictions on Covid 19. Now Expedia will not return the money I paid for the trip
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 Charlotte, NC to New Orleans, LA on
March 19, 2020, and returning March 21, 2020 for one adult.
And a two night stay at the *** New
Orleans *** checking in March 19, 2020. We
understand Mr. is requesting a refund.On
June 8, Expedia processed the refund in full for the hotel portion in the
amount of $446.41. The customer received the funds from his financial institution
on June 10.The flights with *** airlines did not encounter a
schedule change, nor were the flights inoperable. *** airlines does not
allow a refund, however they are allowing future travel credit. Mr. must
complete new travel by December 31, 2021. Change fees will be waived by the airlines,
however fare difference may apply. When Mr. is ready to re-book new
travel, he must call Expedia to re-issue new tickets.We understand that the
customer is dissatisfied with receiving a credit with an airline vs. a full
refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for flights that are ordinarily non-refundable or limit changes. We recognize
that an airline credit may not be what Mr. was
looking for, but know that these are extraordinary circumstances that travel
partners are trying to work through and Expedia Group must follow the airline
policies.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 properly cancelled a hotel three weeks ago (April 29th) and received an email from Expedia stating that I will receive my $749.72 refund. I've called Expedia several times to ask when will I receive my refund. To date, I still have not received my refund, and nobody has told me the date I will receive it. Waiting three weeks to be refunded is ridiculous. They don't wait three weeks to charge my credit card - they take their money in a matter of seconds. But I have to wait three weeks and counting for my refund. I want my refund now.
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 hotel
reservation. Our records reflect a four night stay at the *** hotel in Oranjestad checking in
on January 3, 2021 for two adults. We
understand Mr. is requesting a refund.On
April 30, Mr. or an authorized user of the Expedia account cancelled
the hotel accommodations at the *** hotel. The refund was initiated
by Expedia on April 30 and processed by the customer’s financial institution on May 18. The points
used in the amount of 877 has been adjusted back into the customer’s Expedia
account. We apologize for the delay in refund timing. Due to the unprecedented
volume of travel disruptions following the Covid-19 pandemic, refunds have been
delayed to process.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
We purchased flight tickets through Expedia.Com on March 3,2020 from Erie, PA to Honolulu, HI on June 18, 2020 through June 29, 2020 via *** Airlines. On March 14, 2020 I contacted Expedia.com to ask what I should do regarding these tickets because of the current pandemic COVID-19 and recent travel advisory's being issued. The Expedia.com customer service representative, at that time, informed me that I should not do anything at this time since *** Airlines has issued a policy for the month of March 2020 stating all tickets will be issues flight credit. However, this may change closer to the flight dates in June or even a airline cancellation. At that time, I decided not to do anything. On May 6, 2020, I received an email from Expedia.com stating that "I wanted to cancel my reservations and that cancellation" can only be made in adherence to the supplier's policy. I contacted the email sender via email twice with no response. I then contacted Expedia.com on May 8, 2020 via "Chat" contact and at that time, I was informed that I was given a escalation case ID number for immediate attention and a call back within 72 hours. I never received a call back and on May 12,2020 I contacted Expedia.com again to find out why I was never contacted in 72 hours. At that time, the person I spoke to informed me that due to the rules and regulations of *** Airlines and Expedia.com that I would not be given a refund. I requested a refund again.
Expedia.com Response
• Jun 24, 2020
June 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a full refund.Our records indicate on March 4 2020, Mr. or an authorized user of the
Expedia account, self-booked six round trip flights on *** Airlines,
departing on June 18, 2020 from Erie, PA to Honolulu, HI, returning on Jun 28, 2020, with a
four night stay at *** Resort,
Bangkok via ***. We can confirm on March 21, 2020, the
customer called in to reconfirm the cancellation. Our
representative advised the reservation is not yet cancelled. The customer wanted
to know options for cancellation. Our representative advised a future travel credit
would be issued for the cancellation. The
customer disputed that the reservation was already cancelled and has an email
confirmation. On May 8, 2020 through May 16, 2020, the customer communicated with our CHAT and
called in inquiring on the cancellation and refund. He stated he
never asked for the reservation to be cancelled. Our representative reviewed the ***
Airline record and determined there was and airline schedule change and flights
were operating. Our representative noted
someone at Expedia cancelled the reservation on May 6, 2020. The customer asked for the matter to be
escalated. The call was taken over and determined
that *** unconfirmed the fight segment and since there was no retro-protection
the reservation is eligible for a full refund. The representative submitted the *** record for refund processing
with *** Airlines.After further
review on June 24, 2020, Expedia reviewed
the Expedia reservation and the Unites Airlines record. *** Airline unconfirmed the flight segment
on March 7, 2020. The *** Airline
record shows the refund was processed by *** Airline on May 18, 2020. Since *** Airlines 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, Mr.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase
of travel-related goods and services that you select. Please read these
additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I applied for a reservation at *** in Bryan, Tx. from 4/27/2020 to 5/02/2020 I had it cancelled but Expedia.com did not sensd me a refund I tried several times to cancel on the internet and called them but I'm still waiting for the refund.
HORRIBLE ! 3 Days before my trip I received a message from Expedia saying that my refund was all set and I didn't have to worry about my refund, nest day " virtual " agent Justine confirmed that I was receiving refund in 30 days, 6 weeks later another " virtual " agent Beverly chat with me for 1 hour and again reconfirm that I was in process for refund BUT it was 8-12 weeks , Less than 30 minutes later I received eMail form Expedia that refund was NOT approved and I should contact Airline, I did and they said that refund has to be done by Expedia. So the round and round continues .. with no solution and OF Course NOBODY in Expedia talks to me. I give the 1 star because I don't know how to remove it !! *** from MIami
As a lot of people are stating in other reviews, Expedia has done everything they can to keep peoples money during the Covid-19 pandemic. In almost any other situation, making people jump through hoops would be acceptable in my opinion, that's just business now-a-days, but right now they need to help their customers. I spent 2 hours on my first call where nothing was resolved and 3.5 hours on my second call. They lied and said they needed to call the carrier and ask about a refund, I later received an email saying they read the carriers policy and they don't issue refunds (googling a policy takes 30 seconds, not 3 hours and they said they would call, they didn't). I then called the carrier to ask about this situation as well as get the upgrade I purchased directly through them refunded. They refunded me for the upgrade in under 5 minutes and let me know Expedia has been extremely difficult to work with and aren't refunding people money even though the carrier is refunding. Moral of the story, its not worth it to use Expedia, when something goes wrong they will do everything in their power to not only help you, but to lie to you and make your life far more difficult than it needs to be.
They also put out a statement saying they don't have capacity to take the influx of calls. If they wouldn't make people call in multiple times for hours at a time they would have plenty of man power. This isn't the customers issue, they need to fix it and stop blaming their loyal customers for their massive shortfalls.
On 3/5/20 I made a purchase for a cruise, travel dates 4/20/20-4/24/20, itinerary #***, for a total amount of $529.28. On 3/14/20, I received an email from Expedia stating that they made a "decision to pause their ship operation for 60 days." My dates are falling into that paused time period. On 3/16/20 I emailed them asking to process a full refund. I did not receive any answer via email. I tried calling but their phone stopped working. I've tried calling again, no one ever answers the phone. On the main web page it said they will be processing refunds. I can't request a refund on their website because the earliest month is May without an option of selecting an earlier month, like April. Without the month, I can't submit the online form. The online chat is also automated, so I can't resolve the issue. There is no way to contact Expedia and get back my money. No one reached out to me from Expedia between purchase date and today to suggest any options to resolve this matter, even though my cruise was to depart on April 20th and today is May 8th. The company is avoiding any communication with their customers, keeping me in the unknown.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a cruise reservation.Upon receipt of this complaint, we escalated Ms. concerns to our Cruise team. On June 23, 2020, they contacted *** Cruise
Line and spoke with agent Emos, who confirmed the refund form was received and
100% refund in the amount of $529.28 was initiated on or around May 8, 2020.
The Cruise Line provided refund timing of 60 to 90 days. Expedia’s Cruise team called
Ms. and left a detailed voicemail with the above information.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I purchased two different nonrefundable *** Airlines (***) tickets through Expedia.
The first, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, *** $970.35.
The second, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, ***, $838.05.
I purchased two sets of seat reservations for the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $114.00.
The second, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $57.00.
I purchased two sets of Manila layover changes, due to COVID-19 concerns, to the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $253.30.
The second, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $255.20.
The two itineraries above were to commence on Apr 2 and Apr 14, 2020. On March 17, 2020 the *** Government closed Manila Airport due to COVID-19 concerns. Subsequently *** cancelled the flights for both itineraries. I began sending emails to both Expedia and *** on March 25, 2020 requesting full refunds of both itineraries above. Neither Expedia nor *** responded to any of my requests for refunds.
On May 5, 2020 I initiated a three hour chat session with Expedia. The result of the chat session was a May 6 email from Expedia which indicated that as per *** Airlines, your ticket is non-refundable. However, *** Airlines is allowing you to use the value of your ticket of 970.35 USD and 838.05 USD, towards a new flight booking subject to any possible fare difference.
A *** coupon for a future flight is of no use to me due to ongoing COVID-19 concerns and addresses only a part of my expense. I did not cancel the flight reservations. The *** authorities and *** cancelled the flights due to COVID-19 concerns.
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 *** from ***.The
customer purchased a multi destination
ticket from *** Airlines for travel from San Francisco, CA, USA to
Manila, *** on April 2, 2020, continuing to Dumaguete, *** on
April 4, 2020, then traveling back to San Francisco, CA, USA on April 20, 2020
via itinerary ***. The
customer made a voluntary change to the ticket on February 17, 2020, which
changed the last leg to return to Manila *** on April 14, 2020, and
back to San Francisco, CA, USA on April 20, 2020. The new ticket value was
$1173.65. This ticket was affected by a schedule change that canceled one segment.The
customer purchased a one way flight for another passenger to travel from Dumaguete,
*** to San Francisco, CA, USA on April 20, 2020. On March 19, 2020 the
customer exchange the ticket to layover in Manila, *** from April 14,
2020 to April 20, 2020. The final value of the ticket was $838.05. This ticket
was affected by a schedule change that canceled more than one segment.The
airline allows other flights to be provided with similar timing to complete the
travel purchased. For refunds, we are required to email the airline and request
a waiver. We have emailed the airline and have not gotten a response yet. The
current situation with the global pandemic is unprecedented and some airlines
response time have been affected. We will reach out to the customer to advise
further once we receive a response. The
customer would need to contact the airline directly regarding any upgrades or
services that they purchased directly from the airline, such as seat upgrades
or baggage services. Expedia does not have access to inquire on purchases that
we did not facilitate.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
Complaint: ***
I am rejecting this response because: The full refund amount I am requesting remains $2,487.90. My initial complaint correctly details the amounts paid on my Master Card. Partial refunds and airline coupons are not acceptable.
*** cancelled ALL legs of both of my itineraries and the *** Government closed the Manila Airport for ALL legs of both of my itineraries.
Expedia is ethically responsible for issuing a full refund to me and cannot shift responsibility to ***. If Expedia has issues with *** they need to deal with *** and not penalize me.
New cases of COVID-19 are increasing daily in California and in the Philippines. It has already been 90 days since I began requesting a full refund.
The timing for rescheduling a similar trip is at least one year away and possibly four years away.
Sincerely
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We have reviewed the documentation/new
information Mr. provided to further address his concerns.We have contacted *** airlines who had advised us
refunds are possible and has given the necessary information for Expedia to
initiate the refund request. Expedia has processed the request for itineraries *** and ***. Expedia will update
the customer when the tickets have been refunded. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 07, 2020
Complaint: ***
I am rejecting this response because:
As I have stated in my initial complaint and in each of my responses to Expedia within this complaint, any amount less than a FULL refund of $2,487.90 is NOT acceptable. Noticeably absent from any and all Expedia responses to this complaint is an Expedia acknowledgement of the FULL amount of $2,487.90. My initial complaint clearly and accurately details the components of the FULL amount which include the initial purchases, the change fees to extend the Manila layovers and the seat fees. The Department of Transportation MANDATES FULL refunds to include purchase, change and seat fees given that any re-booking of my trips would be SIGNIFICANT changes of schedule and given the complete lack of any SIMILAR TIMING flights.
Cancelled itinerary as a result of flight cancellations: Tampa to Dublin - *** airlines cancelled this flight. Travel dates
May 20, 2020 - May 27, 2020 with Expedia Itinerary # ***.
The airline agreed that I am entitled to a full refund since the airline cancelled the flight. The refund has to come from Expedia since that how the tickets had been purchased originally through this 3rd party vendor/travel company. I have made several attempts requesting a credit card refund. Expedia keeps trying to make me take a flight voucher. As a result of the cancellation of the flight I want a full credit card refund. Expedia now when calling is hanging up on me upon entering my itinerary number. Each ticket is $832.56. The 2 tickets are for a total of $1665.12.
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 ***.We
verified that the flights were refunded by the airline due to the schedule
change. As such, Expedia refunded the customer for the flights today, June 22,
2020. The refund time frame varies based on the processing time of 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
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
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.
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
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
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
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 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
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.
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 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
Had to cancel a trip due to Covid 19 restrictions. Was booked through Expedia. Neither the airlines or hotel would address my request due to it being booked via Expedia. I did not go on the trip due to the government restrictions on Covid 19. Now Expedia will not return the money I paid for the trip
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 Charlotte, NC to New Orleans, LA on
March 19, 2020, and returning March 21, 2020 for one adult.
And a two night stay at the *** New
Orleans *** checking in March 19, 2020. We
understand Mr. is requesting a refund.On
June 8, Expedia processed the refund in full for the hotel portion in the
amount of $446.41. The customer received the funds from his financial institution
on June 10.The flights with *** airlines did not encounter a
schedule change, nor were the flights inoperable. *** airlines does not
allow a refund, however they are allowing future travel credit. Mr. must
complete new travel by December 31, 2021. Change fees will be waived by the airlines,
however fare difference may apply. When Mr. is ready to re-book new
travel, he must call Expedia to re-issue new tickets.We understand that the
customer is dissatisfied with receiving a credit with an airline vs. a full
refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for flights that are ordinarily non-refundable or limit changes. We recognize
that an airline credit may not be what Mr. was
looking for, but know that these are extraordinary circumstances that travel
partners are trying to work through and Expedia Group must follow the airline
policies.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 properly cancelled a hotel three weeks ago (April 29th) and received an email from Expedia stating that I will receive my $749.72 refund. I've called Expedia several times to ask when will I receive my refund. To date, I still have not received my refund, and nobody has told me the date I will receive it. Waiting three weeks to be refunded is ridiculous. They don't wait three weeks to charge my credit card - they take their money in a matter of seconds. But I have to wait three weeks and counting for my refund. I want my refund now.
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 hotel
reservation. Our records reflect a four night stay at the *** hotel in Oranjestad checking in
on January 3, 2021 for two adults. We
understand Mr. is requesting a refund.On
April 30, Mr. or an authorized user of the Expedia account cancelled
the hotel accommodations at the *** hotel. The refund was initiated
by Expedia on April 30 and processed by the customer’s financial institution on May 18. The points
used in the amount of 877 has been adjusted back into the customer’s Expedia
account. We apologize for the delay in refund timing. Due to the unprecedented
volume of travel disruptions following the Covid-19 pandemic, refunds have been
delayed to process.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
We purchased flight tickets through Expedia.Com on March 3,2020 from Erie, PA to Honolulu, HI on June 18, 2020 through June 29, 2020 via *** Airlines. On March 14, 2020 I contacted Expedia.com to ask what I should do regarding these tickets because of the current pandemic COVID-19 and recent travel advisory's being issued. The Expedia.com customer service representative, at that time, informed me that I should not do anything at this time since *** Airlines has issued a policy for the month of March 2020 stating all tickets will be issues flight credit. However, this may change closer to the flight dates in June or even a airline cancellation. At that time, I decided not to do anything. On May 6, 2020, I received an email from Expedia.com stating that "I wanted to cancel my reservations and that cancellation" can only be made in adherence to the supplier's policy. I contacted the email sender via email twice with no response. I then contacted Expedia.com on May 8, 2020 via "Chat" contact and at that time, I was informed that I was given a escalation case ID number for immediate attention and a call back within 72 hours. I never received a call back and on May 12,2020 I contacted Expedia.com again to find out why I was never contacted in 72 hours. At that time, the person I spoke to informed me that due to the rules and regulations of *** Airlines and Expedia.com that I would not be given a refund. I requested a refund again.
June 24, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a full refund.Our records indicate on March 4 2020, Mr. or an authorized user of the
Expedia account, self-booked six round trip flights on *** Airlines,
departing on June 18, 2020 from Erie, PA to Honolulu, HI, returning on Jun 28, 2020, with a
four night stay at *** Resort,
Bangkok via ***. We can confirm on March 21, 2020, the
customer called in to reconfirm the cancellation. Our
representative advised the reservation is not yet cancelled. The customer wanted
to know options for cancellation. Our representative advised a future travel credit
would be issued for the cancellation. The
customer disputed that the reservation was already cancelled and has an email
confirmation. On May 8, 2020 through May 16, 2020, the customer communicated with our CHAT and
called in inquiring on the cancellation and refund. He stated he
never asked for the reservation to be cancelled. Our representative reviewed the ***
Airline record and determined there was and airline schedule change and flights
were operating. Our representative noted
someone at Expedia cancelled the reservation on May 6, 2020. The customer asked for the matter to be
escalated. The call was taken over and determined
that *** unconfirmed the fight segment and since there was no retro-protection
the reservation is eligible for a full refund. The representative submitted the *** record for refund processing
with *** Airlines.After further
review on June 24, 2020, Expedia reviewed
the Expedia reservation and the Unites Airlines record. *** Airline unconfirmed the flight segment
on March 7, 2020. The *** Airline
record shows the refund was processed by *** Airline on May 18, 2020. Since *** Airlines 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, Mr.
*** agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase
of travel-related goods and services that you select. Please read these
additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I applied for a reservation at *** in Bryan, Tx. from 4/27/2020 to 5/02/2020 I had it cancelled but Expedia.com did not sensd me a refund I tried several times to cancel on the internet and called them but I'm still waiting for the refund.
HORRIBLE ! 3 Days before my trip I received a message from Expedia saying that my refund was all set and I didn't have to worry about my refund, nest day " virtual " agent Justine confirmed that I was receiving refund in 30 days, 6 weeks later another " virtual " agent Beverly chat with me for 1 hour and again reconfirm that I was in process for refund BUT it was 8-12 weeks , Less than 30 minutes later I received eMail form Expedia that refund was NOT approved and I should contact Airline, I did and they said that refund has to be done by Expedia. So the round and round continues .. with no solution and OF Course NOBODY in Expedia talks to me. I give the 1 star because I don't know how to remove it !! *** from MIami
As a lot of people are stating in other reviews, Expedia has done everything they can to keep peoples money during the Covid-19 pandemic. In almost any other situation, making people jump through hoops would be acceptable in my opinion, that's just business now-a-days, but right now they need to help their customers. I spent 2 hours on my first call where nothing was resolved and 3.5 hours on my second call. They lied and said they needed to call the carrier and ask about a refund, I later received an email saying they read the carriers policy and they don't issue refunds (googling a policy takes 30 seconds, not 3 hours and they said they would call, they didn't). I then called the carrier to ask about this situation as well as get the upgrade I purchased directly through them refunded. They refunded me for the upgrade in under 5 minutes and let me know Expedia has been extremely difficult to work with and aren't refunding people money even though the carrier is refunding. Moral of the story, its not worth it to use Expedia, when something goes wrong they will do everything in their power to not only help you, but to lie to you and make your life far more difficult than it needs to be.
They also put out a statement saying they don't have capacity to take the influx of calls. If they wouldn't make people call in multiple times for hours at a time they would have plenty of man power. This isn't the customers issue, they need to fix it and stop blaming their loyal customers for their massive shortfalls.
On 3/5/20 I made a purchase for a cruise, travel dates 4/20/20-4/24/20, itinerary #***, for a total amount of $529.28. On 3/14/20, I received an email from Expedia stating that they made a "decision to pause their ship operation for 60 days." My dates are falling into that paused time period. On 3/16/20 I emailed them asking to process a full refund. I did not receive any answer via email. I tried calling but their phone stopped working. I've tried calling again, no one ever answers the phone. On the main web page it said they will be processing refunds. I can't request a refund on their website because the earliest month is May without an option of selecting an earlier month, like April. Without the month, I can't submit the online form. The online chat is also automated, so I can't resolve the issue. There is no way to contact Expedia and get back my money. No one reached out to me from Expedia between purchase date and today to suggest any options to resolve this matter, even though my cruise was to depart on April 20th and today is May 8th. The company is avoiding any communication with their customers, keeping me in the unknown.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a cruise reservation.Upon receipt of this complaint, we escalated Ms. concerns to our Cruise team. On June 23, 2020, they contacted *** Cruise
Line and spoke with agent Emos, who confirmed the refund form was received and
100% refund in the amount of $529.28 was initiated on or around May 8, 2020.
The Cruise Line provided refund timing of 60 to 90 days. Expedia’s Cruise team called
Ms. and left a detailed voicemail with the above information.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I purchased two different nonrefundable *** Airlines (***) tickets through Expedia.
The first, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, *** $970.35.
The second, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, ***, $838.05.
I purchased two sets of seat reservations for the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $114.00.
The second, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $57.00.
I purchased two sets of Manila layover changes, due to COVID-19 concerns, to the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $253.30.
The second, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $255.20.
The two itineraries above were to commence on Apr 2 and Apr 14, 2020. On March 17, 2020 the *** Government closed Manila Airport due to COVID-19 concerns. Subsequently *** cancelled the flights for both itineraries. I began sending emails to both Expedia and *** on March 25, 2020 requesting full refunds of both itineraries above. Neither Expedia nor *** responded to any of my requests for refunds.
On May 5, 2020 I initiated a three hour chat session with Expedia. The result of the chat session was a May 6 email from Expedia which indicated that as per *** Airlines, your ticket is non-refundable. However, *** Airlines is allowing you to use the value of your ticket of 970.35 USD and 838.05 USD, towards a new flight booking subject to any possible fare difference.
A *** coupon for a future flight is of no use to me due to ongoing COVID-19 concerns and addresses only a part of my expense. I did not cancel the flight reservations. The *** authorities and *** cancelled the flights due to COVID-19 concerns.
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 ***.The
customer purchased a multi destination
ticket from *** Airlines for travel from San Francisco, CA, USA to
Manila, *** on April 2, 2020, continuing to Dumaguete, *** on
April 4, 2020, then traveling back to San Francisco, CA, USA on April 20, 2020
via itinerary ***. The
customer made a voluntary change to the ticket on February 17, 2020, which
changed the last leg to return to Manila *** on April 14, 2020, and
back to San Francisco, CA, USA on April 20, 2020. The new ticket value was
$1173.65. This ticket was affected by a schedule change that canceled one segment.The
customer purchased a one way flight for another passenger to travel from Dumaguete,
*** to San Francisco, CA, USA on April 20, 2020. On March 19, 2020 the
customer exchange the ticket to layover in Manila, *** from April 14,
2020 to April 20, 2020. The final value of the ticket was $838.05. This ticket
was affected by a schedule change that canceled more than one segment.The
airline allows other flights to be provided with similar timing to complete the
travel purchased. For refunds, we are required to email the airline and request
a waiver. We have emailed the airline and have not gotten a response yet. The
current situation with the global pandemic is unprecedented and some airlines
response time have been affected. We will reach out to the customer to advise
further once we receive a response. The
customer would need to contact the airline directly regarding any upgrades or
services that they purchased directly from the airline, such as seat upgrades
or baggage services. Expedia does not have access to inquire on purchases that
we did not facilitate.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: The full refund amount I am requesting remains $2,487.90. My initial complaint correctly details the amounts paid on my Master Card. Partial refunds and airline coupons are not acceptable.
*** cancelled ALL legs of both of my itineraries and the *** Government closed the Manila Airport for ALL legs of both of my itineraries.
Expedia is ethically responsible for issuing a full refund to me and cannot shift responsibility to ***. If Expedia has issues with *** they need to deal with *** and not penalize me.
New cases of COVID-19 are increasing daily in California and in the Philippines. It has already been 90 days since I began requesting a full refund.
The timing for rescheduling a similar trip is at least one year away and possibly four years away.
Sincerely
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We have reviewed the documentation/new
information Mr. provided to further address his concerns.We have contacted *** airlines who had advised us
refunds are possible and has given the necessary information for Expedia to
initiate the refund request. Expedia has processed the request for itineraries *** and ***. Expedia will update
the customer when the tickets have been refunded. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
As I have stated in my initial complaint and in each of my responses to Expedia within this complaint, any amount less than a FULL refund of $2,487.90 is NOT acceptable. Noticeably absent from any and all Expedia responses to this complaint is an Expedia acknowledgement of the FULL amount of $2,487.90. My initial complaint clearly and accurately details the components of the FULL amount which include the initial purchases, the change fees to extend the Manila layovers and the seat fees. The Department of Transportation MANDATES FULL refunds to include purchase, change and seat fees given that any re-booking of my trips would be SIGNIFICANT changes of schedule and given the complete lack of any SIMILAR TIMING flights.
Sincerely
Cancelled itinerary as a result of flight cancellations: Tampa to Dublin - *** airlines cancelled this flight. Travel dates
May 20, 2020 - May 27, 2020 with Expedia Itinerary # ***.
The airline agreed that I am entitled to a full refund since the airline cancelled the flight. The refund has to come from Expedia since that how the tickets had been purchased originally through this 3rd party vendor/travel company. I have made several attempts requesting a credit card refund. Expedia keeps trying to make me take a flight voucher. As a result of the cancellation of the flight I want a full credit card refund. Expedia now when calling is hanging up on me upon entering my itinerary number. Each ticket is $832.56. The 2 tickets are for a total of $1665.12.
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 ***.We
verified that the flights were refunded by the airline due to the schedule
change. As such, Expedia refunded the customer for the flights today, June 22,
2020. The refund time frame varies based on the processing time of 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