I originally booked a trip to Munich Germany for May 17th 2020 Itinerary #*** for which I also purchased the vacation waiver in case there were any problems. I was since informed that my trip was cancelled due to COVID 19 and I will receive an airline credit that would need to be redeemed directly with *** airline but I would need to pay the ticket difference when re-booking. I do not want a credit with the airline. I want a refund as the airline is charging twice as much as Expedia and I cannot afford to re-book at that price. When I originally purchased the vacation waiver, I was informed the tickets were refundable for a $300.00 fee.
Expedia.com Response
• Jun 22, 2020
June 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. *** (Revdex.com case number ***) would like a refund for the tickets purchased through
Expedia for flights on ***.Our records indicate on September 26, 2019, Ms. or
an authorized user of the Expedia account, self-booked two round trip flights
on ***, departing on May 17, 2020 from Minneapolis, MN, to Munich,
Germany,
returning on May 22, 2020, with a four night stay at along with the Vacation
Waiver via ***.
We can confirm on April 10. 2020, *** unconfirmed
the flight segment on the customer itinerary, a hotel refund was issued for $240.72.
On April 11, 2020, the customer requested to cancel the reservation
via electronic communications.From May 2020 and May 19, 2020, the customer
communicated with our Social Media Team. The notes and documentation could not be reviewed on the account.
After further review on June 22, 2020, Expedia contacted
*** and was advised to send then an email and request the refund. *** was sent an email and Expedia
request they authorize our request for refund. The *** representative advised they will reply back to the
email. Before sending this Revdex.com response ***
had no replied back as yet.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
On April 29th 2020, I bought a ticket to travel to Sao Paulo, Brazil. The flight (Itinerary # ***) was scheduled for Dallas-Fort Worth May 9th departure with a return, to ***, on May 24th. The flight had a stop in Miami International Airport.
As I arrived to the *** Airlines counter I asked for help checking in since the service was not available online. I asked the *** customer service representative for help getting me checked in with the remote self-help stand. I asked as it was printing my boarding pass if that it would print also my flight from Miami to Sao Paulo. he responded "No, you will have to do that at the Miami airport ".
So I boarded my flight and landed in Miami at about 6:50 pm. I immediately walked to gate *** where the *** flight to Sao Paulo (my expedia connection to Brazil) and arrived to such gate at around 7:05 pm. At that point, a very agitated *** was telling the gentleman in front of me that the flight was "feichado" (Closed). At that point, the confusion was palpable among many passengers. When it was my turn to board, the *** employee also stated to me that the flight was closed. As I asked for further explanation she communicated to me that I had arrived too late. I was supposed to be there 2 hours before the flight. Even though I stated repeatedly that I was a connecting passenger and that my Expedia booked flight had me landing at 6:50pm and boarding at 8:15pm the *** flight to Sao Paulo, she continued to tell me that the flight was closed and I can't board that plane.
I was able to speak to a *** supervisor, Abel G. He repeated that the flight was closed. He also stated that I wouldn't be able to board since I was not a Brazilian Resident or Citizen. This was the first time I heard about such restriction.
Therefore, I lost the flight and had to fly back to Miami at my own expense.
I tried multiple times to reach out to Expedia. On Saturday I was able to talk to an Expedia rep on the phone.
Expedia.com Response
• Jun 23, 2020
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would a full refund of the Expedia booked flight in
addition to the Miami - *** unplanned return ($242) and hotel stay ($142)Our records indicate on April 29, 2020, Mr. *** or an authorized user of the Expedia
account, self-booked one multiple destination flight on *** Airlines Group, departing on May 8 2020 Dallas, Texas to Sao Paulo, Brazil, returning on
May 24, 2020, via ***.
After further
review on June 23, 2020, Expedia reviewed
the Expedia reservation and there are no notes, history or documentation regarding
the problem the customer mentioned in the Revdex.com complaint. Expedia contacted ***
Airlines Group and was advised they verified the customer was marked as
a no show for the flight. *** advised that
there was a case (***) that has been created and an email was sent to the
customer on June 22, 2020. *** advised
that the customer needs to contact the ***
Contact Center at 1-866-*** and reference the case number *** and they will assist him.
They would not authorize any type of refund or waiver code.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. ***
Airlines Group was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Mr. agreed to
our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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 had made a reservation in February, through Expedia, for a trip to Boston March 13-15. Due to the coronavirus outbreak, our trip was cancelled, as was the reservation. We spoke to a hotel representative at *** who stated that our reservation was within the guidelines to issue a refund, but that it had to be done through Expedia. After several attempts to fix this situation, Expedia is refusing to issue us our refund and state they have been trying to get in contact with the property. We are now going on 2 months of this back and forth. We have spoken to the property several times ourselves, and have attempted to give Expedia the direct number to contact ***, per a *** employee. But the Expedia representatives just say they are putting "urgent" in their notes as a courtesy because I'm a nurse in the NYC area, and that we should expect an email within 72 hours. This is the 3rd time we have heard the same response, with no legitimate resolution. I just want my refund!
Expedia.com Response
• Jun 25, 2020
June 25, 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 ***. Expedia, Inc. is responding to the consumer complaint from Ms. (Revdex.com complaint # ***) regarding a hotel reservation refund request.
After reviewing the complaint I contacted the vendor at the phone number on file. The vendor is not currently unavailable and the property is closed due to Covid-19. According to their voicemail message they believe they will not reopen until at least August 2020. At that time we recommend that Ms. contacts Expedia by phone so we may advocate on her behalf and ask the vendor for authorization of a refund.
As you may know, Expedia.com is 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.
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 so we may assist.
Sincerely,
Daniel ***
Corporate Correspondence Team
I booked airfare for 3 people from NY to London and Paris to NY on 3/8/2020 on *** Airlines though expedia.com .
On 4/13 my flight was cancelled with a note more information to come, none did. I assume this cancellation was COVID related.
On 5/11 I contacted Expedia and asked for my credit card to be refunded. They refused despite being shown the information, https://www.transportation.gov/individuals/aviation-consumer-protection/refunds that clearly states a cancelled flight results in passenger being refunded. Instead they said I have a credit that can ONLY be used with ***, no details on who or an expiration date were given despite being requested.
Expedia.com Response
• Jun 23, 2020
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a full refund.Our records indicate on March 8, 2020, Mr. or an authorized user of the Expedia
account, self-booked three multiple destination flights on *** Airline,
departing on June 20, 2020 New York, NY to London, England, UK, returning on July 1, 2020,
along with the Flight Protection Plan via ***.
We can confirm
on May 11, 2020, the customer contacted our Social Media
Team and our representative reviewed the *** Airline record and advised
the airline put an unconfirmed air segments in the
record. The customer accepted the representative
offer to cancel with a credit. The
customer then stated he wanted a refund. Our representative reviewed the *** Airline policy which mentions only
if cancelled by *** Airlines can there be a refund. Per representative spoke with a manager and
was approved to submit the refund request on AA.com/refund. The customer will wait for a refund response.After further review on June 23, 2020, Expedia reviewed
the Expedia reservation and the *** Airlines record. The *** Airline record has been refunded
for $513.15 per ticket and the refund is showing it is being processed to card
ending ***. Expedia suggest since ***
Airlines processed the initial 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 booked a trip through Expedia for April 10 departure for me and my husband. Expedia wrote me March 26 and said my hotel would be closed and I would be given a full refund. I called Expedia April 7 as I had other legs to my journey and was again told I would get a full refund for my hotel. Expedia has since failed to and is refusing to issue a refund. I was told today, May 11, that the March 26 email was a mistake and someone will call me about it. I do not believe the email was sent in error as claimed, but I do believe they do not want to issue any further refunds and so are currently characterizing it as a mistake - the refund email as not classified as an error during my April conversation. I want a refund for our hotel booking at *** . I also have been told I was getting a refund from *** - by ***, on April 8 and confirmed on April 20 after contacting the Department of Transportation. I have had repeated conversations with *** on this issue however on May 8 Expedia sent me an email with a *** credit rather than the full refund I was assured of. I believe this is fraud but am not submitting this as a criminal complaint. I just want my money back.
Expedia.com Response
• Jun 23, 2020
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) would a full refund.Our records indicate on March 7 2020, Ms. *** an authorized user of
the Expedia account, self-booked two round trip flights on *** Airlines,
departing on April 10, 2020 from San Francisco, CA to Bangkok, Thailand, returning on April 19, 2020,
with a four night stay at ***, Bangkok via ***. We can confirm
on March 17, 2020, the airline change the *** flight on April
11, 030 *** to unconfirmed. On March
21, 2020, the airline change
the *** flight on April 20, 2020 *** to unconfirmed. On April 1, 2020, the customer
cancelled the flight reservation via electronic communication. On May
11, 2020, the customer called
in because she hasn’t received a refund from March
26. She advised she received email the
advised “ [email protected]”
She stated the hotel sent her a message approving the refund. Our representative was able to verify that no
cases had been created and no follow up in the system showed that the customer
was eligible for a coupon. The reservation was not cancelled by the customer,
the representative escalated the call. The call was taken over the representative called the hotel
and hotel advised they were providing credits or relocations but they will contact
the guest and verify more options but no refund for now, I explain all this to
customer and she ask me to speak with manager she wants to complain about all
this. Another representative took over
the call and verified the emails state the customer would get a full refund if
staying from April 1-30, 2000. Our
representative verified the property cancelled the booking in in back office
system. Voyager states coupon eligible. Representative issued a refund for $342.58 to
card ending ***.After further review on June 23, 2020, Expedia reviewed
the Expedia reservation and the Unites Airlines record. The *** Airline record has been refunded via
*** Airlines website. Since the airline processed the charge,
they’ll determine the refund timeline. If you have questions, we’d recommend
contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Customer Response
• Jun 23, 2020
Complaint: ***
I am rejecting this response because: Expedia did not address the resolution of the hotel in their response. Their characterizations of communication is also inaccurate. They also failed to communicate that flights had been changed. They failed to facilitate communication from the airlines about intended changes - the airline told me directly we had been rebooked and had accepted it but Expedia never informed us. The airline later stated that we should also have been informed that the rebooking was later determined not to be good as there was no longer enough time to make the transfer. Expedia had access to communication from the hotel to me as it was through their system, but they failed to acknowledge the commitment for a full refund. None of the calls or requests for assistance should have had to be made. I have been able to obtain refunds for 2 airlines and 2 hotels without their assistance or advocacy. I even paid for the insurance they offered but was not provided information on how to utilize it. The impression was the insurance would be incorporated for Expedia to process but they denied that was part of their service. I don't need anything more in regards to assistance. I'm just frustrated about the experience and now the refusal to acknowledge the lack of appropriate customer support and care. I don't want anything more. Expedia should know how they have failed in this instance as this is just one of thousands of instances taking place during this time. They didn't resolve the issues. I did. I get a refund for my flight after raising a complaint with the federal agency governing air transportation. That is how that refund came about.
Sincerely
Expedia.com Response
• Jun 29, 2020
June 29, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. was requesting
that Expedia issue a refund for her reservation. Expedia has reviewed the details of the previous
cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
We regret the provided customer service was not satisfactory and we hope Ms.
*** will allow us to improve on it in the future.Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di F Corporate Correspondence Team
I purchased a travel insurance policy from Expedia , through the insurance company AIG, I canceled my flight due to the COVID19
on March 14,2020, and Disney World and Universal being closed. I have sent the Documents to them as requested and have been waiting for answers for two months. I was told today 5/11/2020 that all of Ex[edia claims have been turned over to them, I contacted them last week and they told me that I needed to contact the airline for a credit. I am 77yr and the wife 64yr all I want is a refund I don't know when we can travel again and I keep receiving different messages. The cost of the Flight was $1660.00, the trip protection was supposed to pay a refund now they say Expedia is supposed to handle these because of the COVID19, I am just asking to get this resolved. Expedia told me to contact *** Airlines but when talking to them they said only credit will be offered , but didn't send me any confirmation.
Expedia.com Response
• Jun 23, 2020
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a full refund.Our records indicate on October 6, 2020, Mr. or an authorized user of the Expedia
account, self-booked one multiple destination flight on ***, departing on March 14, 2020 Omaha, NE to Orlando, FL, returning on March 21, 2020, via ***. We can confirm on May 1, 2020, the
customer called in and our representative referred him to the airline because the
flight showed as being exchanged. The customer
called back in to get a refund for his flight. Our representative advised the customer the flight was non-refundable. The customer did not agree and the call was disconnected.After further review on June 23, 2020, Expedia reviewed the
Expedia reservation and the *** Airline record. Expedia contacted ***
Airlines and they advised they exchanged the return portion and issued an
electronic travel certificate valued at $341.00 each. The electronic travel certificate was issued on
June 7, 2020. The electronic travel certificate
is valid until June 7, 2022. *** Airlines advised the amount is valid for
anyone to travel on until the value is exhausted. The travel certificate has to be rebooked
directly with *** Airlines. *** confirmed
they have refunded the outbound flight to the original form of payment. 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
Customer Response
• Jun 23, 2020
Complaint: ***
I am rejecting this response because: The reason is I purchased insurance that was recommended by Expedia that in the event of a person traveling on that ticket purchase we would be able to cancel with a refund. Expedia reforms this insurance,but either Expedia or the insurance company did not fulfill their agreement. I did receive a voucher for the airlines,but only after contacting the Revdex.com, and the call that I was on that was disconnected on their end. I feel Expedia should be responsible for the refunding the price of the trip insurance that I purchased on their recommendation. I paid $184.00 for insurance that I was told later wasn't for a refund.
Sincerely
Expedia.com Response
• Jun 29, 2020
June 29, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. D ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting that Expedia issue a refund for the flight
reservation. Expedia
has reviewed the details of the previous cases, we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Since the last Revdex.com complaint was received and
responded to on June 23, 2020, Expedia stands behind our initial response. *** Airlines advised they exchanged the
return portion and issued an electronic travel certificate valued at $341.00
each. The electronic travel certificate was issued on June 7, 2020.
The electronic travel certificate is valid until June 7, 2022. *** Airlines
advised the amount is valid for anyone to travel on until the value is
exhausted. The travel certificate has to be rebooked directly with ***
Airlines. *** confirmed they have refunded the outbound flight to the
original form of payment. The
customer would need to file a claim using the Cancellation
Plan and would need to contact AIG Travelguard the provider of the protection by calling
855-255-4973.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di
*** Corporate Correspondence Team
Customer Response
• Jun 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
*** I agree I received a voucher for the cost of the flight,but the insurance did not follow through with what they advertised by Expedia that they would cover,not a voucher,but a refund.Also I did not receive anything until I filed this claim,I will not be using Expedia ever again and recommend to all concerned don't believe they will ever assist you in any canceling concerns!!
cancelled my daughters flight because of Covid 19. *** authorized a refund. However, Expedia who I booked the trip through, refuses to provide a refund. They claim the airline is not refunding tickets only giving credits. This is not true as I spoke to ***. Over the last week and half I have been trying to works with Expedia. They claim they have a team working on this. Since yesterday I cannot get a hold of anyone even after being on hold for more than hour.
June 18,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a one way ticket with *** for travel on May 10, 2020
for $804.95. The ticket was refunded in full on May 15, 2020 on ticket number ***
to the original form of payment. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
They sold us travel insurance that was unused due to covid-19 and said to contact AIG for a refund then AIg email a month later and said to contact Expedia for a refund. Expedia kept us on hold for hour and hung up on us. Their online chat said they would get back to us and disconnected. Al together we spent 3-4 hours on hold.
Expedia.com Response
• Jun 23, 2020
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding travel insurance. Our
records reflect a travel cancellation plan administered by AIG-Travel guard
with coverage starting April 2, 2020 through April 6, 2020 for two travelers. We understand Mr. is requesting a refund for the unused coverage.The insurance you purchased was effective from the
date of purchase through the date your trip was cancelled. Insurance was refundable
within 15 days after purchase.We have received an email from the customer in
which he received from AIG advising Mr. to call Expedia to request a
refund for the travel insurance. We understand the customer was on hold for awhile
to reach an Expedia representative only to be denied. While the insurance was
refundable only within 15 days after purchase, we have made an exception to
process the refund for the full amount of $56.00.Refunds may take up to 30 business days to reflect due
to the unprecedented volume following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked travel plans through Expedia for travel to Europe that was to take place on 3/30/2020 and return on 4/10/2020. I have been trying to get a refund for one leg of my trip that was booked under itinerary # *** from Dusseldorf,Germany to Vienna, Austria traveling on 4/9/2020. The entirety of my travel plans were cancelled by the Federal government due to the global pandemic. I have contacted Expedia at least 4 times only to be put on hold for no less than 1 1/2 hours, have been Sent fictitious emails and given multiple excuses. I am simply requesting a refund for this leg of my itinerary rather than a credit as travel to Europe is not expected to resume any time soon. I have been more than patient as I have been trying to accomplish this for over a month. Please assist me in obtaining this refund so that I may pay my other bills.
Expedia.com Response
• Jun 23, 2020
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** departing Duesseldorf,
Germany to Vienna, Austria on March 31, 2020, and returning April 9, 2020 for
one adult. We understand Ms. is requesting
a refund for the cancelled flight.On March
21, *** changed the flight schedule departing April 9 for more than three
hours making the ticket eligible for refund. The airline has disabled our
ability to initiate refunds on our end. We have advocated a refund request with
*** on behalf of the customer and was advised to send an email for
process. The reply may take up to 48 hours and refunds may take up to two billing
cycles as stated by ***.We will
contact the customer via email with any updates we receive from the airlines. We kindly ask Ms.
***’s continued patience through this process as the airline is receiving an
unprecedented amount of requests due to the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Background: I originally booked this vacation on November 15th, using Expedia as our friends/travel partners had also used it and recommended it. I spent over 2 hours trying to get the correct hotel booked as when I used the Expedia search engine, looking for ***, Negril, it would return ***. I also tried going directly to the *** website to ensure I was using the right name, location and the pictures of the property to ensure I had the right one. After several failed attempts and double checking the property information, I was convinced that it appeared to come up with ***, leveraging various checkpoints/information and the exact pictures of the property, I completed the booking. I did not look at the itinerary again until we were at the airport on our way there with our friends.
Upon landing and checking the original email, we noticed that it was the wrong property. I tried calling Expedia to ask about transferring the *** booking from *** to their sister resort in Negril but after 1.5 hours on the phone, Expedia still hadn't heard from the *** property. We decided to go with our friends to the *** Negril property to see if they could help. *** Negril said to work directly with Expedia and the *** property to request a refund. The next morning I again stayed on the phone with Expedia for an hour or so and they stated they would have to continue trying to contact the *** and would email me with the results; 24 hours later they emailed back that *** wouldn't refund. I called Expedia 2 other times, asking them to escalate the request and to use the *** Hotels stated policy (copied below) and each time, after 24-76 hours later, they stated that *** declined our refund request.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the *** Jamaica All Inclusive - Adults Only in Saint
James, JAM for two adults in . We
understand Ms. is requesting a refund for five nights.On January 24, Ms.
or an authorized user of the Expedia account called to change the property
location to *** Jamaica All Inclusive - Adults Only ***. We
were unable to contact the property for a request to refund or waive the
penalty equal to the full amount paid as the penalty date started on January
21, 2020. Per the policy of the reservation, changes or cancellations made
after 6:59 PM local hotel time, Tuesday, January 21, 2020
are subject to a hotel fee equal to 2 night(s) plus taxes and fees. We have confirmed
with the property that only the penalty fee of two nights was charged. We have processed a refund in the
amount of $2260.03. Refunds may take up to 30 business days to reflect due to
the unprecedented volume of travel disruptions following the COVID-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
To whom may I concern
Thank you for your time of helping, I had purchase 6 ticket in March 10, 2020 through Expedia site flying from CLT April 2, 2020 to MSP April 7, 2020 and also purchase insurance include with the package, my cancellation plan policy #*** and Itinerary # ***. Due to Covid-19 I had to cancel my flight because of all pandemic going on and safety for me and family. I had contact with Expedia multiple times about my cancellation and refund since mid March, I also file a claim under AIG to AON and my claim # ***, they said they were only credit me but will not give me a refund, I preferred money refund back instead of credit. I had spoke with a representative with AIG and they had transfer me to AON to follow up with my case status but they have never contact me back for over a month now. I decide I need to take further action with Revdex.com.
Thank You for your time
Expedia.com Response
• Jun 23, 2020
June 21,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer booked roundtrip flights for six passengers with *** Airlines,
traveling to Minneapolis, MN on April 2, 2020, with a return on April 7, 2020.
The fare selected was nonrefundable with no changes allowed.On the
date of cancelation, and for the date of travel, *** Airlines was allowing
customers with fares that are nonrefundable with changes not allowed, to hold
the value of the ticket to use towards a new flight with out any fees.
Following the normal fare rules, the credit would need to be for flights with
*** Airlines, for the same passengers, with travel completed within one year
of the original issues date. The
airline has extended validity in many cases. Any extension of the validity date
might vary and more information may be located on the *** Airlines website. A
refund was not available, as the originally scheduled flight operating as
normal.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Currently dealing with same situation as many others. Booked through Expedia, prior to pandemic, with insurance. Pandemic forced temporary closure of hotel. Hotel cancelled reservation as a result. Hotel agreed to issue a full refund via credit card during a phone conversation with myself as well as during a second phone call with an Expedia representative. That Expedia representative then followed up and stated that the full refund would be honored, the value of which would be disbursed shortly. Days later, a voucher was instead issued, valid only for that specific hotel. In subsequent conversation, Expedia then claimed that their own rep spoke in error, the hotel staff (corporate staff- not site specific) failed to understand the contract that they'd entered into with Expedia, and no cash refund will be issued irrespective of the hotel's intentions. The voucher stands. It would seem that Expedia's policy is to hold onto your money irrespective of the wishes of those vendors with which they're contracted.
December 28, 2019 my wife booked 3 excursion trips and 1 hotel with Expedia:
#*** cc #*** charged 12-28-19 $91.22
#*** cc #*** charged 12-28-19 $201.14
#*** cc #*** charged 12-28-19 $287.18
#*** CC #*** charged 12-27-19 $326.32
ALL were 100% refundable and cancellable; we chose that option.
Due to covid, we obviously cant take this trip in July into Rome, Istanbul and Greece.
Therefore, we cancelled all 4 on line on April 24, 2020.
Ironically we received on April 30, 2020 at 3:46am an automated Expedia response on the hotel stating that if I ketp the booking we could get a voucher of 115%. I did nothing, as I want my full 100% refund on my credit card.
We have called so many times, Expedia won't pick up the phone. My wife has emailed [email protected] on April 24th, 2020 at 7:26pm, April 28 2020 at 3:05pm, April 30, 2020 at 11:44am, May 2, 2020 at 7:16pm, May 5, 2020 at 3:07pm, May 7th, 2020 at 8:19am, May 10, 2020 at 10:11am. My wife also sent the attached letter that was sent to Expedia Board & Corporate May 4th 2020 both certified; demanding our full refund now.
Further compounding is,this c/c was cancelled by ***; and *** is not answering their phones,their emails, or their certified letters either. I am being flanked by both Expedia &
Customer Response
• May 12, 2020
See the attached docs that show all the proof you will need for this.
This is for the ID case against Expedia.
If you need anything else, please email us here, or call my wife *** at ***
Thanks!
Expedia.com Response
• Jun 09, 2020
June 9, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund for a
package reservation and multiple cancelled activities.
Our records indicate on February 26, 2020 - Ms. or
an authorized user of the Expedia account, self-booked a round trip flight on
***, departing on May 16, 2020, from Salt Lake City, UT, to Dallas, TX,
returning on May 18, 2020, along with a two night stay at *** by *** - *** two day rental car with ***
along with the Vacation Waiver via ***.
We can confirm on March 22, 2020, a
refund of $157.77 for the hotel and $69.80 for the car rental were issued to
the original form of payment (*** ending ***).
On April
10, 2020, the customer cancelled the roundtrip *** flight reservation via electronic
communication. *** COVID19 policy states: tickets issued between 01 Mar 2020
and 30 June 2020 for any destination. Must be cancelled 3 hours before original
departure. New travel departs on/before
27 May 2021. Reissue on/before 27 May2021. Change in origin/destination allowed.
Change fee waived. Increase in fare collected.
From May 13, 2020 through June 1, 2020,
there were numerous email communication between Expedia and the customer
regarding cancelling and receiving a refund. On May 13, 2020, Expedia emailed the customer as follows,” Due to
COVID-19 and the unprecedented circumstances it has created in the travel
industry, we are currently deploying our resources to prioritize customers
traveling within the next 72 hours. The overwhelming volume of these imminent
requests means we won’t be able to assist with your booking immediately, and
we’ll get back to you as soon as we can. While we may not be able to assist you directly at this time, we have
resources available at https://www.expedia.com/ that provide up-to-date
guidance and potential self-service options.” Our Executive Escalations Team received acknowledged of the
customers complaint.
After
further review on June 9, 2020, Expedia reviewed the *** flight reservation. Per
*** COVID19 policy the credit of $274.49 can be used towards future travel. Tickets
issued between 01 Mar 2020 and 30 June 2020 for any destination. Must be
cancelled 3 hours before original departure. New travel departs on/before 27 May 2021. Reissue on/before 27 May2021. Change
in origin/destination allowed. Change fee waived. Increase in fare collected. The following itineraries have all been
cancelled and refunds (915.20) issued to *** ending ***:
We
understand that you are dissatisfied with receiving a credit with an airline
vs. a full refund. We’ve worked incredibly hard to work with our partners to
provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. ***
Airlines 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
Expedia.com Response
• Jun 15, 2020
June 15, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding his request for a
refund. We
understand that Mr. is requesting
that Expedia send proof of the refunds that were issued on April 24, 2020 and
is also asking for a full refund for his flight.After further review on June 15, 2020, the last Revdex.com
complaint was addressed on June
9, 2020 Expedia reviewed the *** flight reservation. Per *** COVID19
policy the credit of $274.49 can be used towards future travel. Tickets issued
between 01 Mar 2020 and 30 June 2020 for any destination. Must be cancelled 3
hours before original departure. New
travel departs on/before 27 May 2021. Reissue on/before 27 May2021. Change in
origin/destination allowed. Change fee waived. Increase in fare collected. The following itineraries have all been
cancelled and refunds (915.20) issued to *** ending ***.
Email confirmation were all sent to the email address on file (see attached
files).
The tickets are valid for future travel credits, the
customer must contact our Customer Service Department at 877-227-7481 when ready to exchange the tickets.
We understand that you are dissatisfied with receiving a
credit with an airline vs. a full refund. We’ve worked incredibly hard to work
with our partners to provide travelers with as much flexibility as possible due
to COVID-19, particularly for flights that are ordinarily non-refundable or
limit changes. We recognize that an airline credit may not be what you were looking
for but know that these are extraordinary circumstances that travel partners
are trying to work through and Expedia Group must follow the airline policies.Based on the above we are not
able to honor the refund request. 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 usSincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 15, 2020
Complaint: ***
I am rejecting this response because:
I paid for travel insurance so I could cancel and get a full refund. And their email to me on 3-22-20 reads "If you purchase a vacation waiver, you may change or CANCEL your trip for ANY reason one time prior to the scheduled start time. See attached email.
Therefore, I cancelled all ahead of time and I should receive a full credit back on my c/c, not a credit to ***.
They never helped me with cancelling the car or hotel, they NEVER answered phones or emails; I had to do it myself. And those 2 items you could cancel anytime for any reason.
So in that regard I had paid for the travel insurance just for the airline ticket.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
1. My return flight to KSA was canceled. 2. The refund from Expedia was not automatic. I had to apply for the refund. 3. Expedia reported up to 12 weeks to receive the refund to my credit card.
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 a flight. We understand *** is requesting a refund.The
customer purchased a roundtrip flight with *** Airlines for travel from Gassim,
Saudi Ariabia to Washington, DC, USA, departing on March 11, 2020 and retruning
on March 21, 2020.The
ticket is queued for a refund as requested. We regret any delay. We have re-requested
the refund to be processed.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 13, 2020
Complaint: ***
I am rejecting this response because: Expedia is in violation of the DOT twenty day refund policy rule.
We booked a travel package with expedia.com, our Itineray #***. The package was a trip to Chicago for my son to run the Marathon. Well because of the virus my wife and son no longer feel safe going on this trip. We purchased the vacation waiver thinking this would allow us to cancel the trip if we needed too. Well after being on hold for over two hours with an individual named Jack who said he talked to his supervisor and there will be no refund. Only a credit for a future flight and a credit at the hotel in Chicago for a future trip. Sounds like the vacation waiver is just a scam. I was told to call back in the future and maybe they would change their policy.
Expedia.com Response
• Jun 11, 2020
June 10,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Cas***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a package. We understand *** is requesting a refund.The
customer purchased a package for two passengers including three nights with the
***, Chicago, for check in on October 9, 2020,
roundtrip flights with *** Airlines and vacation waiver coverage. The hotel is
nonrefundable with no changes allowed. The flights are nonrefundable but allow
for changes with payment of administrative fees and any fare difference.The
vacation waiver covers fees for changes or cancelations. In this case it covers
the hotel as it is in 100% penalty. For the flights, it covers the $200.00 administrative
change fee per ticket that *** Airlines charges for changes. When the flights
are canceled the tickets can be held to use towards the purchase of another
flight with *** Airlines, with travel completed within one year of the original
issue date. The vacation waiver doesn’t provide a refund in place of credit
from the airline.We
provided a refund of $1301.24 for the hotel. The refund time frame varies based
on the processing time of the credit card company. The customer may contact us
when he is ready to exchange the flights.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 12, 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.
Due to the COVID-19 issue our traveling plans to London , England were changed,
all the sectors were shutting down and a total lock down was imposed by the government.
I have paid in full the travel expenses three months in advance which includes flights to and from England and the hotel stay there for a period of a week.
Expedia.com Response
• Jun 08, 2020
June 8, 2020
Revdex.com Alaska, 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 *** regarding a refund. We understand that Mr. would like a refund in place of the credit
he has been given.Our records indicate on January 12, 2020, Mr. or an authorized user of the
Expedia account self-booked five combined one way flights on *** departing
on April 11, 2020 from Tel Aviv, Israel to London, England, UK and returning on
*** Airlines April 18, 2020, along with a seven night stay at ***
*** via ***.
We can confirm from April 9, 2020 through June 3,
2020, Expedia emailed the customer and advised the flights and hotel had been
cancelled and that the refunds had been initiated. The emails advised *** has
initiated a refund of $1,189.30, *** Airlines refund was initiated in the
amount of 1,624.05 USD and the *** has initiated a
refund of $1,865.66. The customer replied advising he wanted to cancel and
wanted a refund and not a future flight coupon.
On May 6, 2020,
a representative of our Social Media Team Members issued a refund in the form
of a coupon for the hotel for $1,866.00.
On May 7,
2020, the customer wanted to check the refund status as per previous cases. The call was escalated. The customer stated he was previously advised
that he would receive a full refund for hotel for $1,865.66 and the ***
*** flight $1,189.30. *** policy only allows for future travel
credit. *** website advises
of the same. Credit is good until May
31, 2022 without a change fee. The refund was rejected and only a future travel
credit is allowed. The hotel refund was withheld since the hotel was voucher
eligible. The customer will receive a voucher from the property. Expedia is not able to issue a refund. Our representative
emailed *** per their policy.
On May 24, 2020, the customer contacted us to follow
up with a refund request. The internet
connection was lost, and our representative was not able to reach the customer
back. The customer wanted an email
saying that the refund was denied by Expedia.
On May 25, 2020, the customer is looking for an email saying package is cancelled and
credited. Our representative sent the
customer an email advising, “the package has been cancelled, no refund will be processed
as the airline and the property allows credit only.”
From June 4, 2020 through June 8,
2020, numerous email communications between Expedia and the customer. The customer
advised he wanted a refund and not a future travel credit. Expedia emailed the customer advising there
is a future travel credit and not a refund. The customer responded advising he
does not want a future airline credit and wants it to be cancelled from the
airline. Expedia advised if he does not want the airline credit do not to use
it and that will forfeit the credit.
After further review on June 8,
2020, in review of the *** and *** Airlines reservations, the
reservation are cancelled. Expedia is
not able to cancel the status of the tickets as the airlines own the tickets
and their tickets normally remain active for 12 months, some airlines allowing
longer validity due to COVID19.
We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. Singapore 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.Based on the above
we are not able to honor a refund request. 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
Customer Response
• Jun 08, 2020
Complaint: ***
I am rejecting this response because:
I do appreciate the follow up in this matter but what I am asking for now is not a refund or future credit,
I understand that each airline have their rules and abbreviations but what I need is to totally cancel these tickets so I can claim my funds from
my local insurance company in Israel, They advised me that if the airlines will cancel the tickets ( no future credit ) they in return will fully refund me .
Again they can keep the money that I already paid in full 4-5 months ago and I will not file a claim against them , the only thing that I want is a confirmation from both
*** and *** airlines that my tickets are totally cancelled and there will not be a future credit.
As simple as that and then I will be able to claim my money back from my insurance company,
each time that I send a mail to Expedia I receive the same answer which is " your reservation is cancelled and you have a future credit for the hotel and the airlines )
this will not serve me.
Please help by reaching out to the airlines in order to obtain the requested ticket cancellations, I have approached the airlines directly in order to get the needed cancellation orders but they refused to cooperate advising that the booking was done via Expedia and they are the party that should approach them in this regard.
Waiting for your comments on my request.
Best regards
***
Sincerely
Expedia.com Response
• Jun 12, 2020
June 12, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com B *** consumer
rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding his request to
cancel the flight record out of the system for future use. We understand that Mr. is requesting that Expedia cancel the flight records from the system
so that the ticket cannot be used in the future and he can file a claim with
his insurance company. Expedia is Since
the last Revdex.com complaint was addressed on June 8, 2020, Expedia reviewed the
reservation and account. Per our policy and process with ***
*** and *** Airlines the reservations have been cancelled. Each of the airlines is the merchant of
record and require Expedia to follow their policies in regards to
cancelling. Expedia is not able to
cancel the status of the tickets nor request that the airline cancels their
records. Each airline owns their own
tickets and Expedia is only able to follow the airlines policies. Based
on the above the customer may want to speak with the airline directly but based on the policies we have to follow we are not able to inquire on cancelling out a record for no use. 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 Funches Corporate Correspondence Team
Customer Response
• Jun 13, 2020
Complaint: ***
I am rejecting this response because:
I did approach both *** and *** airlines to cancel my future credit and hey advised both that since the booking was made by Expedia all the communication
should be done by them and I will have to go back to Expedia to get the updates.
Now since I am a long term customer of Expedia I expect that they do all they can to obtain the required confirmations from the airlines,
again I don't want any refund from any side or a future credit and all parties can keep the funds that I have already paid, Is it too much to ask for such a thing and why is it so difficult to obtain it?!
All I want is this confirmation and I can sign a waiver as well that I will not file a charge or a claim for my money if needed,
All I need is their intervene on high level so I can get the needed confirmations.
I booked a trip which was cancelled by the airline and was offered a refund through an email from Expedia. When I went to their website they only offered me a credit which I was okay with since I knew I'd be rebooking. Expedia's website said you had to call in order to have the credit applied. After over an hour on the phone and getting transferred to a supervisor, I was told the flight I had selected on their website was no longer available. I am now unable to even book the ticket, let alone use the credit. I realize there's a lot going on with airlines but this is ridiculous.
Expedia.com Response
• Jun 08, 2020
June 8, 2020
Revdex.com Alaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. ***, Revdex.com
case number *** regarding a refund. We understand that Ms. would like to get the refund that was
originally offered.Our records indicate on February
25, 2020, Ms. or an authorized user of the Expedia account
self-booked two combined one way flights on *** departing on May 9, 2020 from
Boston, MA to Atlanta, GA and
returning on *** Airways MAY 14, 2020, via ***We can confirm May 9, 2020,
the customer called in to cancel flights due to COVID19. The customer wanted to use the *** future travel
credit towards a roundtrip. The customer called back to exchange the ticket. Our representative advised since the credit is from a one way ticket, the exchange
would have to be for a one way ticket. It could not be used towards a roundtrip. Our representative looked for
a flight availability but was unable to locate any availability and advised the
customer, the call ended without making any changes.After further review on June
8, 2020, Expedia reviewed the Expedia account and the flight reservation. The reservation that was originally booked was
for two one way flights, since the flights were not taken the airlines allow a future
travel credit. The customer would need
to exchange each ticket for a one way ticket for the credits to be
applicable. Our Customer Service Department 877-227-7481 can be contacted when Ms. Is ready to exchange her tickets. We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. Singapore Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor a refund request. 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
Customer Response
• Jun 08, 2020
Complaint: ***
I am rejecting this response because:
On May 9, I received an email from expedia regarding the *** portion of my trip, which stated (in part) the following:
"We regret to inform you, that your flights have been cancelled by the airlines due to the Global Coronavirus Outbreak... "
"Should you choose not to opt for the above and want to cancel your booking with refund , we recommend that you log in to your Expedia Account and visit our Self Help Option which is faster and more convenient."When I went to that site, the only option I was given was to receive an airline credit. Expedia is claiming I "wanted" a future travel credit but that is not true, they gave me no other choice! I responded to the email asking for my refund and did not receive a response. I also had no luck getting a refund when I was finally able to get to an agent and was unsuccess trying to use the credit.
Also, *** has cancelled ALL flights to Atlanta, GA through September (last I heard) and its my understanding that when the airline cancels the flight (as both *** and *** have done), they are required by law to give the traveler a full refund.
I would like to know when I can expect a full refund from Expedia for both the *** and *** portions of my travel.
Sincerely
Expedia.com Response
• Jun 15, 2020
June 15, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com B *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint regarding
her request for a refund. We understand that Ms. is requesting that Expedia issue a full refund for each of
her flights. After
further review on June 15, 2020, the last Revdex.com complaint was addressed
on June
8, 2020 and Expedia advised the
cancellation was valid for a future travel credits for each of the
airlines. In the rebuttal Revdex.com complaint
Ms. included an email from Expedia that advised, “Should you choose not to opt for
the above and want to cancel your booking with refund we recommend that you log
in to your Expedia Account and visit our Self Help Option which is faster and
more convenient. Once logged into your Expedia account, you can visit the Customer
Support Section listed under the ‘Support’ Tab. You can then either connect
with the ‘Virtual Agent’ on the notification ribbon or refer to the items
listed under ‘Popular Topics’ on the page to have your query resolved”. Expedia
reviewed our back office system when Ms. logged in she cancelled her
reservation. Ms. request to
cancel the reservation, created the future travel credit on each flight. Ms. did not visit the Customer Support
Section listed under the ‘Support’ Tab or connect with the ‘Virtual Agent’ on
the notification ribbon or refer to the items listed under ‘Popular Topics’
on the page to have your query resolved. Our Customer Service Department 877-227-7481 can be contacted when Ms. is ready to exchange
her tickets. Expedia stands behind our initial response, the tickets are valid
for future travel credit with each of the airlines.
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 the refund request. 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 usSincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 15, 2020
Complaint: ***
I am rejecting this response because:
Its total BS!!! Your website was IMPOSSIBLE to navigate and its THE LAW that an airline must REFUND air travel when the airlines cancels the flight How does Expedia explain breaking the law in this regard????
I certainly hope that Revdex.com will be sure this is reflected in their rating of Expedia so other travelers are forewarned before interacting with a company that believes they're above the law.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Please refund amount as several chats with Expedia have shown bad customer service
& yeilded nothing. Please respond as soon as this is received.
Expedia.com Response
• Jun 08, 2020
June 8, 2020
Revdex.com Alaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. ***, Revdex.com
case number *** regarding a refund. We understand that Ms. Ms. *** would like to receive a refund for
the cancelled flights. Our records indicate on June 9,
2019, Mr. *** or an authorized user of the Expedia account self-booked two combined one
way flights on ***
Airways departing on April 12, 2020 from Newark, NJ, to Athens, Greece and returning on April 26,
2020 via ***.
We
can confirm on December 16, 2019, Expedia
emailed the customer advising *** Airways had made a schedule change to your upcoming trip, and your original
flight option is no longer available. The customer responded back asking for option two. Expedia exchanged the ticket based on the customer
request.
On April 11, 2020, the customer
called in and wanted a refund for the cancelled *** Airway flights, however
he accepted the airline credit. Our representative
emailed the customer advising, “You
paid USD 391.53 for your ticket and you can use that towards a new flight with
the same passenger as originally booked, and the same airline. *** Airways
allows you to rebook your trip and begin travel by June 9, 2020. When you call
us back to redeem your credit, the airline will collect any increase in the
fare. In addition, your new flight must depart from the same country of origin.
Because your original ticket is non-refundable, the new flight that you will
book with your credit must also be non-refundable.”
After
further review on June 8, 2020, Expedia reviewed the Expedia account and the
flight reservation that was booked and exchanged. In review of the Expedia account and the booked
reservation and the exchange, the *** Airways future travel credits that
was applied is for applicable future exchanges. The customer needs to contact our Customer Service Department at 877-227-7481 when
they are ready to exchange the tickets. The exchange fee is being waived for
each of the tickets based on *** Airways COVID19 policy.
We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. *** Airways 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.Based on the above
we are not able to honor a refund request. 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
Customer Response
• Jun 08, 2020
Complaint: ***
I am rejecting this response because:
We have not received a single email from Expedia so far, so their contention that they informed us is totally false, please have them send you the email that they say they sent.
We are requesting a refund as we do not know when we can travel because of vaccine not being available to make travel safe.
We do not know by when we should even travel, as *** Airways did cancel their flight & we are not at fault here.
Sincerely
Expedia.com Response
• Jun 15, 2020
June 15, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our
response.
We are again responding to Ms. complaint regarding her request for a
refund. We understand that Ms.
is requesting that Expedia issue a full refund and
advises that they have not received an email about cancelling. After further review on June 15, 2020,
the last Revdex.com complaint was addressed on June
8, 2020 and Expedia advised the cancellation was valid for a future travel
credits with *** Airways. Expedia
has attached the two emails that were sent to Ms.
*** advising of the cancellation. Expedia stands behind their initial response. The tickets are valid for future travel credits,
the customer must contact our Customer Service Department at 877-227-7481 when Ms. is
ready to exchange her tickets.
We understand that you are dissatisfied with receiving a
credit with an airline vs. a full refund. We’ve worked incredibly hard to work
with our partners to provide travelers with as much flexibility as possible due
to COVID-19, particularly for flights that are ordinarily non-refundable or
limit changes. We recognize that an airline credit may not be what you were looking
for but know that these are extraordinary circumstances that travel partners
are trying to work through and Expedia Group must follow the airline policies.Based on the above we are not
able to honor the refund request. 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 usSincerely,Di-Di *** Corporate
Correspondence Team
Customer Response
• Jun 15, 2020
Complaint: ***
I am rejecting this response because:the department of transportation has said any cancellation by the airline should be fully refunded. We are not a for profit big business like Expedia looking to make a profit from future more expensive purchase through them. We are just looking to get our money back. Expedia is just being totally unfair & taking advantage of a situation totally not within a travellers control.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My son and I have been put at high risk of contracting COVID-19 due to Expedia.com collecting a payment from my pay card and not refunding my money after reservation for *** was cancelled. There were no restrictions on the ability to cancel and I was told on a recorded line more than once by agents that my money was refunded on April 3, 2020. I was lied to by this business and I never received my money back. This company committed to customers are fake and they committed fraud. I will be contacting the police to file a report and Logan was the name of a manager that insisted to lie that my money returned to my card. I was in a program that required my son and I to be off the street and in a *** room but since Expedia.com illegally took my money we were thrown out of the program and back in the streets. I hold this company at fault and people should know about the fraud inolved.
Expedia.com Response
• Jun 08, 2020
June 8, 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 one night stay at the ***
Sacramento, CA - *** in a Standard Room, 1 Queen Bed, Non
Smoking for one adult. We
understand Ms. is requesting a refund and complimentary nights as she
was unable to use a program to help her book additional nights at ***.On March 28, Ms. or an authorized user of the Expedia
account called to receive a refund for the hotel room as she wanted to reserve
a room at the *** Sacramento, CA – ***. The reservation was booked
as non-refundable and must be approved by the hotel. On April 3, an Expedia
representative spoke to Cole at the front desk who approved the one night
refund without penalty. We initiated the refund of $8.60 on April 3, and $50.00
on April 4. On April 14, both refunds failed due to a dispute filed. We have
been notified by our transaction processing team that the refund will be
received through the charge-back process. Expedia is unable to process any
further refunds for $58.60 as Ms. will be receiving this amount
directly through her financial institution. We do
apologize for any inconvenience this has caused, however we are unable to provide compensation 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 originally booked a trip to Munich Germany for May 17th 2020 Itinerary #*** for which I also purchased the vacation waiver in case there were any problems. I was since informed that my trip was cancelled due to COVID 19 and I will receive an airline credit that would need to be redeemed directly with *** airline but I would need to pay the ticket difference when re-booking. I do not want a credit with the airline. I want a refund as the airline is charging twice as much as Expedia and I cannot afford to re-book at that price. When I originally purchased the vacation waiver, I was informed the tickets were refundable for a $300.00 fee.
June 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. *** (Revdex.com case number ***) would like a refund for the tickets purchased through
Expedia for flights on ***.Our records indicate on September 26, 2019, Ms. or
an authorized user of the Expedia account, self-booked two round trip flights
on ***, departing on May 17, 2020 from Minneapolis, MN, to Munich,
Germany,
returning on May 22, 2020, with a four night stay at along with the Vacation
Waiver via ***.
We can confirm on April 10. 2020, *** unconfirmed
the flight segment on the customer itinerary, a hotel refund was issued for $240.72.
On April 11, 2020, the customer requested to cancel the reservation
via electronic communications.From May 2020 and May 19, 2020, the customer
communicated with our Social Media Team. The notes and documentation could not be reviewed on the account.
After further review on June 22, 2020, Expedia contacted
*** and was advised to send then an email and request the refund. *** was sent an email and Expedia
request they authorize our request for refund. The *** representative advised they will reply back to the
email. Before sending this Revdex.com response ***
had no replied back as yet.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
On April 29th 2020, I bought a ticket to travel to Sao Paulo, Brazil. The flight (Itinerary # ***) was scheduled for Dallas-Fort Worth May 9th departure with a return, to ***, on May 24th. The flight had a stop in Miami International Airport.
As I arrived to the *** Airlines counter I asked for help checking in since the service was not available online. I asked the *** customer service representative for help getting me checked in with the remote self-help stand. I asked as it was printing my boarding pass if that it would print also my flight from Miami to Sao Paulo. he responded "No, you will have to do that at the Miami airport ".
So I boarded my flight and landed in Miami at about 6:50 pm. I immediately walked to gate *** where the *** flight to Sao Paulo (my expedia connection to Brazil) and arrived to such gate at around 7:05 pm. At that point, a very agitated *** was telling the gentleman in front of me that the flight was "feichado" (Closed). At that point, the confusion was palpable among many passengers. When it was my turn to board, the *** employee also stated to me that the flight was closed. As I asked for further explanation she communicated to me that I had arrived too late. I was supposed to be there 2 hours before the flight. Even though I stated repeatedly that I was a connecting passenger and that my Expedia booked flight had me landing at 6:50pm and boarding at 8:15pm the *** flight to Sao Paulo, she continued to tell me that the flight was closed and I can't board that plane.
I was able to speak to a *** supervisor, Abel G. He repeated that the flight was closed. He also stated that I wouldn't be able to board since I was not a Brazilian Resident or Citizen. This was the first time I heard about such restriction.
Therefore, I lost the flight and had to fly back to Miami at my own expense.
I tried multiple times to reach out to Expedia. On Saturday I was able to talk to an Expedia rep on the phone.
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would a full refund of the Expedia booked flight in
addition to the Miami - *** unplanned return ($242) and hotel stay ($142)Our records indicate on April 29, 2020, Mr. *** or an authorized user of the Expedia
account, self-booked one multiple destination flight on *** Airlines Group, departing on May 8 2020 Dallas, Texas to Sao Paulo, Brazil, returning on
May 24, 2020, via ***.
After further
review on June 23, 2020, Expedia reviewed
the Expedia reservation and there are no notes, history or documentation regarding
the problem the customer mentioned in the Revdex.com complaint. Expedia contacted ***
Airlines Group and was advised they verified the customer was marked as
a no show for the flight. *** advised that
there was a case (***) that has been created and an email was sent to the
customer on June 22, 2020. *** advised
that the customer needs to contact the ***
Contact Center at 1-866-*** and reference the case number *** and they will assist him.
They would not authorize any type of refund or waiver code.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. ***
Airlines Group was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Mr. agreed to
our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
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 had made a reservation in February, through Expedia, for a trip to Boston March 13-15. Due to the coronavirus outbreak, our trip was cancelled, as was the reservation. We spoke to a hotel representative at *** who stated that our reservation was within the guidelines to issue a refund, but that it had to be done through Expedia. After several attempts to fix this situation, Expedia is refusing to issue us our refund and state they have been trying to get in contact with the property. We are now going on 2 months of this back and forth. We have spoken to the property several times ourselves, and have attempted to give Expedia the direct number to contact ***, per a *** employee. But the Expedia representatives just say they are putting "urgent" in their notes as a courtesy because I'm a nurse in the NYC area, and that we should expect an email within 72 hours. This is the 3rd time we have heard the same response, with no legitimate resolution. I just want my refund!
June 25, 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 ***. Expedia, Inc. is responding to the consumer complaint from Ms. (Revdex.com complaint # ***) regarding a hotel reservation refund request.
After reviewing the complaint I contacted the vendor at the phone number on file. The vendor is not currently unavailable and the property is closed due to Covid-19. According to their voicemail message they believe they will not reopen until at least August 2020. At that time we recommend that Ms. contacts Expedia by phone so we may advocate on her behalf and ask the vendor for authorization of a refund.
As you may know, Expedia.com is 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.
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 so we may assist.
Sincerely,
Daniel ***
Corporate Correspondence Team
I booked airfare for 3 people from NY to London and Paris to NY on 3/8/2020 on *** Airlines though expedia.com .
On 4/13 my flight was cancelled with a note more information to come, none did. I assume this cancellation was COVID related.
On 5/11 I contacted Expedia and asked for my credit card to be refunded. They refused despite being shown the information, https://www.transportation.gov/individuals/aviation-consumer-protection/refunds that clearly states a cancelled flight results in passenger being refunded. Instead they said I have a credit that can ONLY be used with ***, no details on who or an expiration date were given despite being requested.
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a full refund.Our records indicate on March 8, 2020, Mr. or an authorized user of the Expedia
account, self-booked three multiple destination flights on *** Airline,
departing on June 20, 2020 New York, NY to London, England, UK, returning on July 1, 2020,
along with the Flight Protection Plan via ***.
We can confirm
on May 11, 2020, the customer contacted our Social Media
Team and our representative reviewed the *** Airline record and advised
the airline put an unconfirmed air segments in the
record. The customer accepted the representative
offer to cancel with a credit. The
customer then stated he wanted a refund. Our representative reviewed the *** Airline policy which mentions only
if cancelled by *** Airlines can there be a refund. Per representative spoke with a manager and
was approved to submit the refund request on AA.com/refund. The customer will wait for a refund response.After further review on June 23, 2020, Expedia reviewed
the Expedia reservation and the *** Airlines record. The *** Airline record has been refunded
for $513.15 per ticket and the refund is showing it is being processed to card
ending ***. Expedia suggest since ***
Airlines processed the initial 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 booked a trip through Expedia for April 10 departure for me and my husband. Expedia wrote me March 26 and said my hotel would be closed and I would be given a full refund. I called Expedia April 7 as I had other legs to my journey and was again told I would get a full refund for my hotel. Expedia has since failed to and is refusing to issue a refund. I was told today, May 11, that the March 26 email was a mistake and someone will call me about it. I do not believe the email was sent in error as claimed, but I do believe they do not want to issue any further refunds and so are currently characterizing it as a mistake - the refund email as not classified as an error during my April conversation. I want a refund for our hotel booking at *** . I also have been told I was getting a refund from *** - by ***, on April 8 and confirmed on April 20 after contacting the Department of Transportation. I have had repeated conversations with *** on this issue however on May 8 Expedia sent me an email with a *** credit rather than the full refund I was assured of. I believe this is fraud but am not submitting this as a criminal complaint. I just want my money back.
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) would a full refund.Our records indicate on March 7 2020, Ms. *** an authorized user of
the Expedia account, self-booked two round trip flights on *** Airlines,
departing on April 10, 2020 from San Francisco, CA to Bangkok, Thailand, returning on April 19, 2020,
with a four night stay at ***, Bangkok via ***. We can confirm
on March 17, 2020, the airline change the *** flight on April
11, 030 *** to unconfirmed. On March
21, 2020, the airline change
the *** flight on April 20, 2020 *** to unconfirmed. On April 1, 2020, the customer
cancelled the flight reservation via electronic communication. On May
11, 2020, the customer called
in because she hasn’t received a refund from March
26. She advised she received email the
advised “ [email protected]”
She stated the hotel sent her a message approving the refund. Our representative was able to verify that no
cases had been created and no follow up in the system showed that the customer
was eligible for a coupon. The reservation was not cancelled by the customer,
the representative escalated the call. The call was taken over the representative called the hotel
and hotel advised they were providing credits or relocations but they will contact
the guest and verify more options but no refund for now, I explain all this to
customer and she ask me to speak with manager she wants to complain about all
this. Another representative took over
the call and verified the emails state the customer would get a full refund if
staying from April 1-30, 2000. Our
representative verified the property cancelled the booking in in back office
system. Voyager states coupon eligible. Representative issued a refund for $342.58 to
card ending ***.After further review on June 23, 2020, Expedia reviewed
the Expedia reservation and the Unites Airlines record. The *** Airline record has been refunded via
*** Airlines website. Since the airline processed the charge,
they’ll determine the refund timeline. If you have questions, we’d recommend
contacting them directly.Please note that Expedia serves as a
third-party intermediary with travel providers such hotels, car rental agencies
and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia did not address the resolution of the hotel in their response. Their characterizations of communication is also inaccurate. They also failed to communicate that flights had been changed. They failed to facilitate communication from the airlines about intended changes - the airline told me directly we had been rebooked and had accepted it but Expedia never informed us. The airline later stated that we should also have been informed that the rebooking was later determined not to be good as there was no longer enough time to make the transfer. Expedia had access to communication from the hotel to me as it was through their system, but they failed to acknowledge the commitment for a full refund. None of the calls or requests for assistance should have had to be made. I have been able to obtain refunds for 2 airlines and 2 hotels without their assistance or advocacy. I even paid for the insurance they offered but was not provided information on how to utilize it. The impression was the insurance would be incorporated for Expedia to process but they denied that was part of their service. I don't need anything more in regards to assistance. I'm just frustrated about the experience and now the refusal to acknowledge the lack of appropriate customer support and care. I don't want anything more. Expedia should know how they have failed in this instance as this is just one of thousands of instances taking place during this time. They didn't resolve the issues. I did. I get a refund for my flight after raising a complaint with the federal agency governing air transportation. That is how that refund came about.
Sincerely
June 29, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. was requesting
that Expedia issue a refund for her reservation. Expedia has reviewed the details of the previous
cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
We regret the provided customer service was not satisfactory and we hope Ms.
*** will allow us to improve on it in the future.Thank you for allowing us to address this matter
further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di F Corporate Correspondence Team
I purchased a travel insurance policy from Expedia , through the insurance company AIG, I canceled my flight due to the COVID19
on March 14,2020, and Disney World and Universal being closed. I have sent the Documents to them as requested and have been waiting for answers for two months. I was told today 5/11/2020 that all of Ex[edia claims have been turned over to them, I contacted them last week and they told me that I needed to contact the airline for a credit. I am 77yr and the wife 64yr all I want is a refund I don't know when we can travel again and I keep receiving different messages. The cost of the Flight was $1660.00, the trip protection was supposed to pay a refund now they say Expedia is supposed to handle these because of the COVID19, I am just asking to get this resolved. Expedia told me to contact *** Airlines but when talking to them they said only credit will be offered , but didn't send me any confirmation.
June 23, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) would a full refund.Our records indicate on October 6, 2020, Mr. or an authorized user of the Expedia
account, self-booked one multiple destination flight on ***, departing on March 14, 2020 Omaha, NE to Orlando, FL, returning on March 21, 2020, via ***. We can confirm on May 1, 2020, the
customer called in and our representative referred him to the airline because the
flight showed as being exchanged. The customer
called back in to get a refund for his flight. Our representative advised the customer the flight was non-refundable. The customer did not agree and the call was disconnected.After further review on June 23, 2020, Expedia reviewed the
Expedia reservation and the *** Airline record. Expedia contacted ***
Airlines and they advised they exchanged the return portion and issued an
electronic travel certificate valued at $341.00 each. The electronic travel certificate was issued on
June 7, 2020. The electronic travel certificate
is valid until June 7, 2022. *** Airlines advised the amount is valid for
anyone to travel on until the value is exhausted. The travel certificate has to be rebooked
directly with *** Airlines. *** confirmed
they have refunded the outbound flight to the original form of payment. 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
Complaint: ***
I am rejecting this response because: The reason is I purchased insurance that was recommended by Expedia that in the event of a person traveling on that ticket purchase we would be able to cancel with a refund. Expedia reforms this insurance,but either Expedia or the insurance company did not fulfill their agreement. I did receive a voucher for the airlines,but only after contacting the Revdex.com, and the call that I was on that was disconnected on their end. I feel Expedia should be responsible for the refunding the price of the trip insurance that I purchased on their recommendation. I paid $184.00 for insurance that I was told later wasn't for a refund.
Sincerely
June 29, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. D ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting that Expedia issue a refund for the flight
reservation. Expedia
has reviewed the details of the previous cases, we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Since the last Revdex.com complaint was received and
responded to on June 23, 2020, Expedia stands behind our initial response. *** Airlines advised they exchanged the
return portion and issued an electronic travel certificate valued at $341.00
each. The electronic travel certificate was issued on June 7, 2020.
The electronic travel certificate is valid until June 7, 2022. *** Airlines
advised the amount is valid for anyone to travel on until the value is
exhausted. The travel certificate has to be rebooked directly with ***
Airlines. *** confirmed they have refunded the outbound flight to the
original form of payment. The
customer would need to file a claim using the Cancellation
Plan and would need to contact AIG Travelguard the provider of the protection by calling
855-255-4973.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di
*** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
*** I agree I received a voucher for the cost of the flight,but the insurance did not follow through with what they advertised by Expedia that they would cover,not a voucher,but a refund.Also I did not receive anything until I filed this claim,I will not be using Expedia ever again and recommend to all concerned don't believe they will ever assist you in any canceling concerns!!
cancelled my daughters flight because of Covid 19. *** authorized a refund. However, Expedia who I booked the trip through, refuses to provide a refund. They claim the airline is not refunding tickets only giving credits. This is not true as I spoke to ***. Over the last week and half I have been trying to works with Expedia. They claim they have a team working on this. Since yesterday I cannot get a hold of anyone even after being on hold for more than hour.
Itinerary***.
*** confirmation: ***
Ticket Number: *** (***)
June 18,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a one way ticket with *** for travel on May 10, 2020
for $804.95. The ticket was refunded in full on May 15, 2020 on ticket number ***
to the original form of payment. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
They sold us travel insurance that was unused due to covid-19 and said to contact AIG for a refund then AIg email a month later and said to contact Expedia for a refund. Expedia kept us on hold for hour and hung up on us. Their online chat said they would get back to us and disconnected. Al together we spent 3-4 hours on hold.
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding travel insurance. Our
records reflect a travel cancellation plan administered by AIG-Travel guard
with coverage starting April 2, 2020 through April 6, 2020 for two travelers. We understand Mr. is requesting a refund for the unused coverage.The insurance you purchased was effective from the
date of purchase through the date your trip was cancelled. Insurance was refundable
within 15 days after purchase.We have received an email from the customer in
which he received from AIG advising Mr. to call Expedia to request a
refund for the travel insurance. We understand the customer was on hold for awhile
to reach an Expedia representative only to be denied. While the insurance was
refundable only within 15 days after purchase, we have made an exception to
process the refund for the full amount of $56.00.Refunds may take up to 30 business days to reflect due
to the unprecedented volume following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked travel plans through Expedia for travel to Europe that was to take place on 3/30/2020 and return on 4/10/2020. I have been trying to get a refund for one leg of my trip that was booked under itinerary # *** from Dusseldorf,Germany to Vienna, Austria traveling on 4/9/2020. The entirety of my travel plans were cancelled by the Federal government due to the global pandemic. I have contacted Expedia at least 4 times only to be put on hold for no less than 1 1/2 hours, have been Sent fictitious emails and given multiple excuses. I am simply requesting a refund for this leg of my itinerary rather than a credit as travel to Europe is not expected to resume any time soon. I have been more than patient as I have been trying to accomplish this for over a month. Please assist me in obtaining this refund so that I may pay my other bills.
June 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** departing Duesseldorf,
Germany to Vienna, Austria on March 31, 2020, and returning April 9, 2020 for
one adult. We understand Ms. is requesting
a refund for the cancelled flight.On March
21, *** changed the flight schedule departing April 9 for more than three
hours making the ticket eligible for refund. The airline has disabled our
ability to initiate refunds on our end. We have advocated a refund request with
*** on behalf of the customer and was advised to send an email for
process. The reply may take up to 48 hours and refunds may take up to two billing
cycles as stated by ***.We will
contact the customer via email with any updates we receive from the airlines. We kindly ask Ms.
***’s continued patience through this process as the airline is receiving an
unprecedented amount of requests due to the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Background: I originally booked this vacation on November 15th, using Expedia as our friends/travel partners had also used it and recommended it. I spent over 2 hours trying to get the correct hotel booked as when I used the Expedia search engine, looking for ***, Negril, it would return ***. I also tried going directly to the *** website to ensure I was using the right name, location and the pictures of the property to ensure I had the right one. After several failed attempts and double checking the property information, I was convinced that it appeared to come up with ***, leveraging various checkpoints/information and the exact pictures of the property, I completed the booking. I did not look at the itinerary again until we were at the airport on our way there with our friends.
Upon landing and checking the original email, we noticed that it was the wrong property. I tried calling Expedia to ask about transferring the *** booking from *** to their sister resort in Negril but after 1.5 hours on the phone, Expedia still hadn't heard from the *** property. We decided to go with our friends to the *** Negril property to see if they could help. *** Negril said to work directly with Expedia and the *** property to request a refund. The next morning I again stayed on the phone with Expedia for an hour or so and they stated they would have to continue trying to contact the *** and would email me with the results; 24 hours later they emailed back that *** wouldn't refund. I called Expedia 2 other times, asking them to escalate the request and to use the *** Hotels stated policy (copied below) and each time, after 24-76 hours later, they stated that *** declined our refund request.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the *** Jamaica All Inclusive - Adults Only in Saint
James, JAM for two adults in . We
understand Ms. is requesting a refund for five nights.On January 24, Ms.
or an authorized user of the Expedia account called to change the property
location to *** Jamaica All Inclusive - Adults Only ***. We
were unable to contact the property for a request to refund or waive the
penalty equal to the full amount paid as the penalty date started on January
21, 2020. Per the policy of the reservation, changes or cancellations made
after 6:59 PM local hotel time, Tuesday, January 21, 2020
are subject to a hotel fee equal to 2 night(s) plus taxes and fees. We have confirmed
with the property that only the penalty fee of two nights was charged. We have processed a refund in the
amount of $2260.03. Refunds may take up to 30 business days to reflect due to
the unprecedented volume of travel disruptions following the COVID-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
To whom may I concern
Thank you for your time of helping, I had purchase 6 ticket in March 10, 2020 through Expedia site flying from CLT April 2, 2020 to MSP April 7, 2020 and also purchase insurance include with the package, my cancellation plan policy #*** and Itinerary # ***. Due to Covid-19 I had to cancel my flight because of all pandemic going on and safety for me and family. I had contact with Expedia multiple times about my cancellation and refund since mid March, I also file a claim under AIG to AON and my claim # ***, they said they were only credit me but will not give me a refund, I preferred money refund back instead of credit. I had spoke with a representative with AIG and they had transfer me to AON to follow up with my case status but they have never contact me back for over a month now. I decide I need to take further action with Revdex.com.
Thank You for your time
June 21,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer booked roundtrip flights for six passengers with *** Airlines,
traveling to Minneapolis, MN on April 2, 2020, with a return on April 7, 2020.
The fare selected was nonrefundable with no changes allowed.On the
date of cancelation, and for the date of travel, *** Airlines was allowing
customers with fares that are nonrefundable with changes not allowed, to hold
the value of the ticket to use towards a new flight with out any fees.
Following the normal fare rules, the credit would need to be for flights with
*** Airlines, for the same passengers, with travel completed within one year
of the original issues date. The
airline has extended validity in many cases. Any extension of the validity date
might vary and more information may be located on the *** Airlines website. A
refund was not available, as the originally scheduled flight operating as
normal.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Misleading, complex policies. Time consuming , frustrating, customer service with unsatisfactory resolution. Will never use again.
Currently dealing with same situation as many others. Booked through Expedia, prior to pandemic, with insurance. Pandemic forced temporary closure of hotel. Hotel cancelled reservation as a result. Hotel agreed to issue a full refund via credit card during a phone conversation with myself as well as during a second phone call with an Expedia representative. That Expedia representative then followed up and stated that the full refund would be honored, the value of which would be disbursed shortly. Days later, a voucher was instead issued, valid only for that specific hotel. In subsequent conversation, Expedia then claimed that their own rep spoke in error, the hotel staff (corporate staff- not site specific) failed to understand the contract that they'd entered into with Expedia, and no cash refund will be issued irrespective of the hotel's intentions. The voucher stands. It would seem that Expedia's policy is to hold onto your money irrespective of the wishes of those vendors with which they're contracted.
December 28, 2019 my wife booked 3 excursion trips and 1 hotel with Expedia:
#*** cc #*** charged 12-28-19 $91.22
#*** cc #*** charged 12-28-19 $201.14
#*** cc #*** charged 12-28-19 $287.18
#*** CC #*** charged 12-27-19 $326.32
ALL were 100% refundable and cancellable; we chose that option.
Due to covid, we obviously cant take this trip in July into Rome, Istanbul and Greece.
Therefore, we cancelled all 4 on line on April 24, 2020.
Ironically we received on April 30, 2020 at 3:46am an automated Expedia response on the hotel stating that if I ketp the booking we could get a voucher of 115%. I did nothing, as I want my full 100% refund on my credit card.
We have called so many times, Expedia won't pick up the phone. My wife has emailed [email protected] on April 24th, 2020 at 7:26pm, April 28 2020 at 3:05pm, April 30, 2020 at 11:44am, May 2, 2020 at 7:16pm, May 5, 2020 at 3:07pm, May 7th, 2020 at 8:19am, May 10, 2020 at 10:11am. My wife also sent the attached letter that was sent to Expedia Board & Corporate May 4th 2020 both certified; demanding our full refund now.
Further compounding is,this c/c was cancelled by ***; and *** is not answering their phones,their emails, or their certified letters either. I am being flanked by both Expedia &
See the attached docs that show all the proof you will need for this.
This is for the ID case against Expedia.
If you need anything else, please email us here, or call my wife *** at ***
Thanks!
June 9, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund for a
package reservation and multiple cancelled activities.
Our records indicate on February 26, 2020 - Ms. or
an authorized user of the Expedia account, self-booked a round trip flight on
***, departing on May 16, 2020, from Salt Lake City, UT, to Dallas, TX,
returning on May 18, 2020, along with a two night stay at *** by *** - *** two day rental car with ***
along with the Vacation Waiver via ***.
We can confirm on March 22, 2020, a
refund of $157.77 for the hotel and $69.80 for the car rental were issued to
the original form of payment (*** ending ***).
On April
10, 2020, the customer cancelled the roundtrip *** flight reservation via electronic
communication. *** COVID19 policy states: tickets issued between 01 Mar 2020
and 30 June 2020 for any destination. Must be cancelled 3 hours before original
departure. New travel departs on/before
27 May 2021. Reissue on/before 27 May2021. Change in origin/destination allowed.
Change fee waived. Increase in fare collected.
From May 13, 2020 through June 1, 2020,
there were numerous email communication between Expedia and the customer
regarding cancelling and receiving a refund. On May 13, 2020, Expedia emailed the customer as follows,” Due to
COVID-19 and the unprecedented circumstances it has created in the travel
industry, we are currently deploying our resources to prioritize customers
traveling within the next 72 hours. The overwhelming volume of these imminent
requests means we won’t be able to assist with your booking immediately, and
we’ll get back to you as soon as we can. While we may not be able to assist you directly at this time, we have
resources available at https://www.expedia.com/ that provide up-to-date
guidance and potential self-service options.” Our Executive Escalations Team received acknowledged of the
customers complaint.
After
further review on June 9, 2020, Expedia reviewed the *** flight reservation. Per
*** COVID19 policy the credit of $274.49 can be used towards future travel. Tickets
issued between 01 Mar 2020 and 30 June 2020 for any destination. Must be
cancelled 3 hours before original departure. New travel departs on/before 27 May 2021. Reissue on/before 27 May2021. Change
in origin/destination allowed. Change fee waived. Increase in fare collected. The following itineraries have all been
cancelled and refunds (915.20) issued to *** ending ***:
*** cancelled 24APR20 refunded $100.56 *** cancelled 24APR20 refunded $201.14. *** cancelled 25APR20 refunded $287.18. *** cancelled 24APR20 refunded $326.32.
We
understand that you are dissatisfied with receiving a credit with an airline
vs. a full refund. We’ve worked incredibly hard to work with our partners to
provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. ***
Airlines 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
June 15, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding his request for a
refund. We
understand that Mr. is requesting
that Expedia send proof of the refunds that were issued on April 24, 2020 and
is also asking for a full refund for his flight.After further review on June 15, 2020, the last Revdex.com
complaint was addressed on June
9, 2020 Expedia reviewed the *** flight reservation. Per *** COVID19
policy the credit of $274.49 can be used towards future travel. Tickets issued
between 01 Mar 2020 and 30 June 2020 for any destination. Must be cancelled 3
hours before original departure. New
travel departs on/before 27 May 2021. Reissue on/before 27 May2021. Change in
origin/destination allowed. Change fee waived. Increase in fare collected. The following itineraries have all been
cancelled and refunds (915.20) issued to *** ending ***.
Email confirmation were all sent to the email address on file (see attached
files).
*** cancelled 24APR20 refunded $100.56 *** cancelled 24APR20 refunded $201.14. *** cancelled 25APR20 refunded $287.18. *** cancelled 24APR20 refunded $326.32.
The tickets are valid for future travel credits, the
customer must contact our Customer Service Department at 877-227-7481 when ready to exchange the tickets.
We understand that you are dissatisfied with receiving a
credit with an airline vs. a full refund. We’ve worked incredibly hard to work
with our partners to provide travelers with as much flexibility as possible due
to COVID-19, particularly for flights that are ordinarily non-refundable or
limit changes. We recognize that an airline credit may not be what you were looking
for but know that these are extraordinary circumstances that travel partners
are trying to work through and Expedia Group must follow the airline policies.Based on the above we are not
able to honor the refund request. 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 usSincerely,Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I paid for travel insurance so I could cancel and get a full refund. And their email to me on 3-22-20 reads "If you purchase a vacation waiver, you may change or CANCEL your trip for ANY reason one time prior to the scheduled start time. See attached email.
Therefore, I cancelled all ahead of time and I should receive a full credit back on my c/c, not a credit to ***.
They never helped me with cancelling the car or hotel, they NEVER answered phones or emails; I had to do it myself. And those 2 items you could cancel anytime for any reason.
So in that regard I had paid for the travel insurance just for the airline ticket.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
1. My return flight to KSA was canceled. 2. The refund from Expedia was not automatic. I had to apply for the refund. 3. Expedia reported up to 12 weeks to receive the refund to my credit card.
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 a flight. We understand *** is requesting a refund.The
customer purchased a roundtrip flight with *** Airlines for travel from Gassim,
Saudi Ariabia to Washington, DC, USA, departing on March 11, 2020 and retruning
on March 21, 2020.The
ticket is queued for a refund as requested. We regret any delay. We have re-requested
the refund to be processed.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
Complaint: ***
I am rejecting this response because: Expedia is in violation of the DOT twenty day refund policy rule.
Sincerely
We booked a travel package with expedia.com, our Itineray #***. The package was a trip to Chicago for my son to run the Marathon. Well because of the virus my wife and son no longer feel safe going on this trip. We purchased the vacation waiver thinking this would allow us to cancel the trip if we needed too. Well after being on hold for over two hours with an individual named Jack who said he talked to his supervisor and there will be no refund. Only a credit for a future flight and a credit at the hotel in Chicago for a future trip. Sounds like the vacation waiver is just a scam. I was told to call back in the future and maybe they would change their policy.
June 10,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Cas***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a package. We understand *** is requesting a refund.The
customer purchased a package for two passengers including three nights with the
***, Chicago, for check in on October 9, 2020,
roundtrip flights with *** Airlines and vacation waiver coverage. The hotel is
nonrefundable with no changes allowed. The flights are nonrefundable but allow
for changes with payment of administrative fees and any fare difference.The
vacation waiver covers fees for changes or cancelations. In this case it covers
the hotel as it is in 100% penalty. For the flights, it covers the $200.00 administrative
change fee per ticket that *** Airlines charges for changes. When the flights
are canceled the tickets can be held to use towards the purchase of another
flight with *** Airlines, with travel completed within one year of the original
issue date. The vacation waiver doesn’t provide a refund in place of credit
from the airline.We
provided a refund of $1301.24 for the hotel. The refund time frame varies based
on the processing time of the credit card company. The customer may contact us
when he is ready to exchange the flights.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Due to the COVID-19 issue our traveling plans to London , England were changed,
all the sectors were shutting down and a total lock down was imposed by the government.
I have paid in full the travel expenses three months in advance which includes flights to and from England and the hotel stay there for a period of a week.
June 8, 2020
Revdex.com Alaska, 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 *** regarding a refund. We understand that Mr. would like a refund in place of the credit
he has been given.Our records indicate on January 12, 2020, Mr. or an authorized user of the
Expedia account self-booked five combined one way flights on *** departing
on April 11, 2020 from Tel Aviv, Israel to London, England, UK and returning on
*** Airlines April 18, 2020, along with a seven night stay at ***
*** via ***.
We can confirm from April 9, 2020 through June 3,
2020, Expedia emailed the customer and advised the flights and hotel had been
cancelled and that the refunds had been initiated. The emails advised *** has
initiated a refund of $1,189.30, *** Airlines refund was initiated in the
amount of 1,624.05 USD and the *** has initiated a
refund of $1,865.66. The customer replied advising he wanted to cancel and
wanted a refund and not a future flight coupon.
On May 6, 2020,
a representative of our Social Media Team Members issued a refund in the form
of a coupon for the hotel for $1,866.00.
On May 7,
2020, the customer wanted to check the refund status as per previous cases. The call was escalated. The customer stated he was previously advised
that he would receive a full refund for hotel for $1,865.66 and the ***
*** flight $1,189.30. *** policy only allows for future travel
credit. *** website advises
of the same. Credit is good until May
31, 2022 without a change fee. The refund was rejected and only a future travel
credit is allowed. The hotel refund was withheld since the hotel was voucher
eligible. The customer will receive a voucher from the property. Expedia is not able to issue a refund. Our representative
emailed *** per their policy.
On May 24, 2020, the customer contacted us to follow
up with a refund request. The internet
connection was lost, and our representative was not able to reach the customer
back. The customer wanted an email
saying that the refund was denied by Expedia.
On May 25, 2020, the customer is looking for an email saying package is cancelled and
credited. Our representative sent the
customer an email advising, “the package has been cancelled, no refund will be processed
as the airline and the property allows credit only.”
From June 4, 2020 through June 8,
2020, numerous email communications between Expedia and the customer. The customer
advised he wanted a refund and not a future travel credit. Expedia emailed the customer advising there
is a future travel credit and not a refund. The customer responded advising he
does not want a future airline credit and wants it to be cancelled from the
airline. Expedia advised if he does not want the airline credit do not to use
it and that will forfeit the credit.
After further review on June 8,
2020, in review of the *** and *** Airlines reservations, the
reservation are cancelled. Expedia is
not able to cancel the status of the tickets as the airlines own the tickets
and their tickets normally remain active for 12 months, some airlines allowing
longer validity due to COVID19.
We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. Singapore 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.Based on the above
we are not able to honor a refund request. 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
Complaint: ***
I am rejecting this response because:
I do appreciate the follow up in this matter but what I am asking for now is not a refund or future credit,
I understand that each airline have their rules and abbreviations but what I need is to totally cancel these tickets so I can claim my funds from
my local insurance company in Israel, They advised me that if the airlines will cancel the tickets ( no future credit ) they in return will fully refund me .
Again they can keep the money that I already paid in full 4-5 months ago and I will not file a claim against them , the only thing that I want is a confirmation from both
*** and *** airlines that my tickets are totally cancelled and there will not be a future credit.
As simple as that and then I will be able to claim my money back from my insurance company,
each time that I send a mail to Expedia I receive the same answer which is " your reservation is cancelled and you have a future credit for the hotel and the airlines )
this will not serve me.
Please help by reaching out to the airlines in order to obtain the requested ticket cancellations, I have approached the airlines directly in order to get the needed cancellation orders but they refused to cooperate advising that the booking was done via Expedia and they are the party that should approach them in this regard.
Waiting for your comments on my request.
Best regards
***
Sincerely
June 12, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com B *** consumer
rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding his request to
cancel the flight record out of the system for future use. We understand that Mr. is requesting that Expedia cancel the flight records from the system
so that the ticket cannot be used in the future and he can file a claim with
his insurance company. Expedia is Since
the last Revdex.com complaint was addressed on June 8, 2020, Expedia reviewed the
reservation and account. Per our policy and process with ***
*** and *** Airlines the reservations have been cancelled. Each of the airlines is the merchant of
record and require Expedia to follow their policies in regards to
cancelling. Expedia is not able to
cancel the status of the tickets nor request that the airline cancels their
records. Each airline owns their own
tickets and Expedia is only able to follow the airlines policies. Based
on the above the customer may want to speak with the airline directly but based on the policies we have to follow we are not able to inquire on cancelling out a record for no use. 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 Funches Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I did approach both *** and *** airlines to cancel my future credit and hey advised both that since the booking was made by Expedia all the communication
should be done by them and I will have to go back to Expedia to get the updates.
Now since I am a long term customer of Expedia I expect that they do all they can to obtain the required confirmations from the airlines,
again I don't want any refund from any side or a future credit and all parties can keep the funds that I have already paid, Is it too much to ask for such a thing and why is it so difficult to obtain it?!
All I want is this confirmation and I can sign a waiver as well that I will not file a charge or a claim for my money if needed,
All I need is their intervene on high level so I can get the needed confirmations.
Sincerely
I booked a trip which was cancelled by the airline and was offered a refund through an email from Expedia. When I went to their website they only offered me a credit which I was okay with since I knew I'd be rebooking. Expedia's website said you had to call in order to have the credit applied. After over an hour on the phone and getting transferred to a supervisor, I was told the flight I had selected on their website was no longer available. I am now unable to even book the ticket, let alone use the credit. I realize there's a lot going on with airlines but this is ridiculous.
June 8, 2020
Revdex.com Alaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. ***, Revdex.com
case number *** regarding a refund. We understand that Ms. would like to get the refund that was
originally offered.Our records indicate on February
25, 2020, Ms. or an authorized user of the Expedia account
self-booked two combined one way flights on *** departing on May 9, 2020 from
Boston, MA to Atlanta, GA and
returning on *** Airways MAY 14, 2020, via ***We can confirm May 9, 2020,
the customer called in to cancel flights due to COVID19. The customer wanted to use the *** future travel
credit towards a roundtrip. The customer called back to exchange the ticket. Our representative advised since the credit is from a one way ticket, the exchange
would have to be for a one way ticket. It could not be used towards a roundtrip. Our representative looked for
a flight availability but was unable to locate any availability and advised the
customer, the call ended without making any changes.After further review on June
8, 2020, Expedia reviewed the Expedia account and the flight reservation. The reservation that was originally booked was
for two one way flights, since the flights were not taken the airlines allow a future
travel credit. The customer would need
to exchange each ticket for a one way ticket for the credits to be
applicable. Our Customer Service Department 877-227-7481 can be contacted when Ms. Is ready to exchange her tickets. We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. Singapore Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Ms. agreed
to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor a refund request. 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
Complaint: ***
I am rejecting this response because:
On May 9, I received an email from expedia regarding the *** portion of my trip, which stated (in part) the following:
"We regret to inform you, that your flights have been cancelled by the airlines due to the Global Coronavirus Outbreak... "
"Should you choose not to opt for the above and want to cancel your booking with refund , we recommend that you log in to your Expedia Account and visit our Self Help Option which is faster and more convenient."When I went to that site, the only option I was given was to receive an airline credit. Expedia is claiming I "wanted" a future travel credit but that is not true, they gave me no other choice! I responded to the email asking for my refund and did not receive a response. I also had no luck getting a refund when I was finally able to get to an agent and was unsuccess trying to use the credit.
Also, *** has cancelled ALL flights to Atlanta, GA through September (last I heard) and its my understanding that when the airline cancels the flight (as both *** and *** have done), they are required by law to give the traveler a full refund.
I would like to know when I can expect a full refund from Expedia for both the *** and *** portions of my travel.
Sincerely
June 15, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com B *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint regarding
her request for a refund. We understand that Ms. is requesting that Expedia issue a full refund for each of
her flights. After
further review on June 15, 2020, the last Revdex.com complaint was addressed
on June
8, 2020 and Expedia advised the
cancellation was valid for a future travel credits for each of the
airlines. In the rebuttal Revdex.com complaint
Ms. included an email from Expedia that advised, “Should you choose not to opt for
the above and want to cancel your booking with refund we recommend that you log
in to your Expedia Account and visit our Self Help Option which is faster and
more convenient. Once logged into your Expedia account, you can visit the Customer
Support Section listed under the ‘Support’ Tab. You can then either connect
with the ‘Virtual Agent’ on the notification ribbon or refer to the items
listed under ‘Popular Topics’ on the page to have your query resolved”. Expedia
reviewed our back office system when Ms. logged in she cancelled her
reservation. Ms. request to
cancel the reservation, created the future travel credit on each flight. Ms. did not visit the Customer Support
Section listed under the ‘Support’ Tab or connect with the ‘Virtual Agent’ on
the notification ribbon or refer to the items listed under ‘Popular Topics’
on the page to have your query resolved. Our Customer Service Department 877-227-7481 can be contacted when Ms. is ready to exchange
her tickets. Expedia stands behind our initial response, the tickets are valid
for future travel credit with each of the airlines.
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 the refund request. 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 usSincerely,Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Its total BS!!! Your website was IMPOSSIBLE to navigate and its THE LAW that an airline must REFUND air travel when the airlines cancels the flight How does Expedia explain breaking the law in this regard????
I certainly hope that Revdex.com will be sure this is reflected in their rating of Expedia so other travelers are forewarned before interacting with a company that believes they're above the law.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I had sent the below email to expedia for refund of airline tickets for for cancelled flights by airline.
Wed, May 6, 2:12 PM (3 days ago)
to [email protected]
I need a refund for my booking with *** Airways which was cancelled by Airline as shown in the Itinerary below
Expedia Itinerary Number: ***
*** Airways Confirmation Code: ***
Please refund amount as several chats with Expedia have shown bad customer service
& yeilded nothing. Please respond as soon as this is received.
June 8, 2020
Revdex.com Alaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. ***, Revdex.com
case number *** regarding a refund. We understand that Ms. Ms. *** would like to receive a refund for
the cancelled flights. Our records indicate on June 9,
2019, Mr. *** or an authorized user of the Expedia account self-booked two combined one
way flights on ***
Airways departing on April 12, 2020 from Newark, NJ, to Athens, Greece and returning on April 26,
2020 via ***.
We
can confirm on December 16, 2019, Expedia
emailed the customer advising *** Airways had made a schedule change to your upcoming trip, and your original
flight option is no longer available. The customer responded back asking for option two. Expedia exchanged the ticket based on the customer
request.
On April 11, 2020, the customer
called in and wanted a refund for the cancelled *** Airway flights, however
he accepted the airline credit. Our representative
emailed the customer advising, “You
paid USD 391.53 for your ticket and you can use that towards a new flight with
the same passenger as originally booked, and the same airline. *** Airways
allows you to rebook your trip and begin travel by June 9, 2020. When you call
us back to redeem your credit, the airline will collect any increase in the
fare. In addition, your new flight must depart from the same country of origin.
Because your original ticket is non-refundable, the new flight that you will
book with your credit must also be non-refundable.”
After
further review on June 8, 2020, Expedia reviewed the Expedia account and the
flight reservation that was booked and exchanged. In review of the Expedia account and the booked
reservation and the exchange, the *** Airways future travel credits that
was applied is for applicable future exchanges. The customer needs to contact our Customer Service Department at 877-227-7481 when
they are ready to exchange the tickets. The exchange fee is being waived for
each of the tickets based on *** Airways COVID19 policy.
We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. *** Airways 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.Based on the above
we are not able to honor a refund request. 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
Complaint: ***
I am rejecting this response because:
We have not received a single email from Expedia so far, so their contention that they informed us is totally false, please have them send you the email that they say they sent.
We are requesting a refund as we do not know when we can travel because of vaccine not being available to make travel safe.
We do not know by when we should even travel, as *** Airways did cancel their flight & we are not at fault here.
Sincerely
June 15, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our
response.
We are again responding to Ms. complaint regarding her request for a
refund. We understand that Ms.
is requesting that Expedia issue a full refund and
advises that they have not received an email about cancelling. After further review on June 15, 2020,
the last Revdex.com complaint was addressed on June
8, 2020 and Expedia advised the cancellation was valid for a future travel
credits with *** Airways. Expedia
has attached the two emails that were sent to Ms.
*** advising of the cancellation. Expedia stands behind their initial response. The tickets are valid for future travel credits,
the customer must contact our Customer Service Department at 877-227-7481 when Ms. is
ready to exchange her tickets.
We understand that you are dissatisfied with receiving a
credit with an airline vs. a full refund. We’ve worked incredibly hard to work
with our partners to provide travelers with as much flexibility as possible due
to COVID-19, particularly for flights that are ordinarily non-refundable or
limit changes. We recognize that an airline credit may not be what you were looking
for but know that these are extraordinary circumstances that travel partners
are trying to work through and Expedia Group must follow the airline policies.Based on the above we are not
able to honor the refund request. 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 usSincerely,Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:the department of transportation has said any cancellation by the airline should be fully refunded. We are not a for profit big business like Expedia looking to make a profit from future more expensive purchase through them. We are just looking to get our money back. Expedia is just being totally unfair & taking advantage of a situation totally not within a travellers control.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My son and I have been put at high risk of contracting COVID-19 due to Expedia.com collecting a payment from my pay card and not refunding my money after reservation for *** was cancelled. There were no restrictions on the ability to cancel and I was told on a recorded line more than once by agents that my money was refunded on April 3, 2020. I was lied to by this business and I never received my money back. This company committed to customers are fake and they committed fraud. I will be contacting the police to file a report and Logan was the name of a manager that insisted to lie that my money returned to my card. I was in a program that required my son and I to be off the street and in a *** room but since Expedia.com illegally took my money we were thrown out of the program and back in the streets. I hold this company at fault and people should know about the fraud inolved.
June 8, 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 one night stay at the ***
Sacramento, CA - *** in a Standard Room, 1 Queen Bed, Non
Smoking for one adult. We
understand Ms. is requesting a refund and complimentary nights as she
was unable to use a program to help her book additional nights at ***.On March 28, Ms. or an authorized user of the Expedia
account called to receive a refund for the hotel room as she wanted to reserve
a room at the *** Sacramento, CA – ***. The reservation was booked
as non-refundable and must be approved by the hotel. On April 3, an Expedia
representative spoke to Cole at the front desk who approved the one night
refund without penalty. We initiated the refund of $8.60 on April 3, and $50.00
on April 4. On April 14, both refunds failed due to a dispute filed. We have
been notified by our transaction processing team that the refund will be
received through the charge-back process. Expedia is unable to process any
further refunds for $58.60 as Ms. will be receiving this amount
directly through her financial institution. We do
apologize for any inconvenience this has caused, however we are unable to provide compensation 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