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
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
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
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
Cancelled itinerary as a result of flight cancellations: Tampa to Dublin - *** airlines cancelled this flight. Travel dates
May 20, 2020 - May 27, 2020 with Expedia Itinerary # ***.
The airline agreed that I am entitled to a full refund since the airline cancelled the flight. The refund has to come from Expedia since that how the tickets had been purchased originally through this 3rd party vendor/travel company. I have made several attempts requesting a credit card refund. Expedia keeps trying to make me take a flight voucher. As a result of the cancellation of the flight I want a full credit card refund. Expedia now when calling is hanging up on me upon entering my itinerary number. Each ticket is $832.56. The 2 tickets are for a total of $1665.12.
Expedia.com Response
• Jun 23, 2020
June 21,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.We
verified that the flights were refunded by the airline due to the schedule
change. As such, Expedia refunded the customer for the flights today, June 22,
2020. The refund time frame varies based on the processing time of the credit
card company.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I purchased two different nonrefundable *** Airlines (***) tickets through Expedia.
The first, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, *** $970.35.
The second, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, ***, $838.05.
I purchased two sets of seat reservations for the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $114.00.
The second, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $57.00.
I purchased two sets of Manila layover changes, due to COVID-19 concerns, to the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $253.30.
The second, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $255.20.
The two itineraries above were to commence on Apr 2 and Apr 14, 2020. On March 17, 2020 the *** Government closed Manila Airport due to COVID-19 concerns. Subsequently *** cancelled the flights for both itineraries. I began sending emails to both Expedia and *** on March 25, 2020 requesting full refunds of both itineraries above. Neither Expedia nor *** responded to any of my requests for refunds.
On May 5, 2020 I initiated a three hour chat session with Expedia. The result of the chat session was a May 6 email from Expedia which indicated that as per *** Airlines, your ticket is non-refundable. However, *** Airlines is allowing you to use the value of your ticket of 970.35 USD and 838.05 USD, towards a new flight booking subject to any possible fare difference.
A *** coupon for a future flight is of no use to me due to ongoing COVID-19 concerns and addresses only a part of my expense. I did not cancel the flight reservations. The *** authorities and *** cancelled the flights due to COVID-19 concerns.
Expedia.com Response
• Jun 23, 2020
June 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia Case ***; *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a multi destination
ticket from *** Airlines for travel from San Francisco, CA, USA to
Manila, *** on April 2, 2020, continuing to Dumaguete, *** on
April 4, 2020, then traveling back to San Francisco, CA, USA on April 20, 2020
via itinerary ***. The
customer made a voluntary change to the ticket on February 17, 2020, which
changed the last leg to return to Manila *** on April 14, 2020, and
back to San Francisco, CA, USA on April 20, 2020. The new ticket value was
$1173.65. This ticket was affected by a schedule change that canceled one segment.The
customer purchased a one way flight for another passenger to travel from Dumaguete,
*** to San Francisco, CA, USA on April 20, 2020. On March 19, 2020 the
customer exchange the ticket to layover in Manila, *** from April 14,
2020 to April 20, 2020. The final value of the ticket was $838.05. This ticket
was affected by a schedule change that canceled more than one segment.The
airline allows other flights to be provided with similar timing to complete the
travel purchased. For refunds, we are required to email the airline and request
a waiver. We have emailed the airline and have not gotten a response yet. The
current situation with the global pandemic is unprecedented and some airlines
response time have been affected. We will reach out to the customer to advise
further once we receive a response. The
customer would need to contact the airline directly regarding any upgrades or
services that they purchased directly from the airline, such as seat upgrades
or baggage services. Expedia does not have access to inquire on purchases that
we did not facilitate.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 24, 2020
Complaint: ***
I am rejecting this response because: The full refund amount I am requesting remains $2,487.90. My initial complaint correctly details the amounts paid on my Master Card. Partial refunds and airline coupons are not acceptable.
*** cancelled ALL legs of both of my itineraries and the *** Government closed the Manila Airport for ALL legs of both of my itineraries.
Expedia is ethically responsible for issuing a full refund to me and cannot shift responsibility to ***. If Expedia has issues with *** they need to deal with *** and not penalize me.
New cases of COVID-19 are increasing daily in California and in the Philippines. It has already been 90 days since I began requesting a full refund.
The timing for rescheduling a similar trip is at least one year away and possibly four years away.
Sincerely
Expedia.com Response
• Jul 07, 2020
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We have reviewed the documentation/new
information Mr. provided to further address his concerns.We have contacted *** airlines who had advised us
refunds are possible and has given the necessary information for Expedia to
initiate the refund request. Expedia has processed the request for itineraries *** and ***. Expedia will update
the customer when the tickets have been refunded. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jul 07, 2020
Complaint: ***
I am rejecting this response because:
As I have stated in my initial complaint and in each of my responses to Expedia within this complaint, any amount less than a FULL refund of $2,487.90 is NOT acceptable. Noticeably absent from any and all Expedia responses to this complaint is an Expedia acknowledgement of the FULL amount of $2,487.90. My initial complaint clearly and accurately details the components of the FULL amount which include the initial purchases, the change fees to extend the Manila layovers and the seat fees. The Department of Transportation MANDATES FULL refunds to include purchase, change and seat fees given that any re-booking of my trips would be SIGNIFICANT changes of schedule and given the complete lack of any SIMILAR TIMING flights.
On 3/5/20 I made a purchase for a cruise, travel dates 4/20/20-4/24/20, itinerary #***, for a total amount of $529.28. On 3/14/20, I received an email from Expedia stating that they made a "decision to pause their ship operation for 60 days." My dates are falling into that paused time period. On 3/16/20 I emailed them asking to process a full refund. I did not receive any answer via email. I tried calling but their phone stopped working. I've tried calling again, no one ever answers the phone. On the main web page it said they will be processing refunds. I can't request a refund on their website because the earliest month is May without an option of selecting an earlier month, like April. Without the month, I can't submit the online form. The online chat is also automated, so I can't resolve the issue. There is no way to contact Expedia and get back my money. No one reached out to me from Expedia between purchase date and today to suggest any options to resolve this matter, even though my cruise was to depart on April 20th and today is May 8th. The company is avoiding any communication with their customers, keeping me in the unknown.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a cruise reservation.Upon receipt of this complaint, we escalated Ms. concerns to our Cruise team. On June 23, 2020, they contacted *** Cruise
Line and spoke with agent Emos, who confirmed the refund form was received and
100% refund in the amount of $529.28 was initiated on or around May 8, 2020.
The Cruise Line provided refund timing of 60 to 90 days. Expedia’s Cruise team called
Ms. and left a detailed voicemail with the above information.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I purchased 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!!
As a lot of people are stating in other reviews, Expedia has done everything they can to keep peoples money during the Covid-19 pandemic. In almost any other situation, making people jump through hoops would be acceptable in my opinion, that's just business now-a-days, but right now they need to help their customers. I spent 2 hours on my first call where nothing was resolved and 3.5 hours on my second call. They lied and said they needed to call the carrier and ask about a refund, I later received an email saying they read the carriers policy and they don't issue refunds (googling a policy takes 30 seconds, not 3 hours and they said they would call, they didn't). I then called the carrier to ask about this situation as well as get the upgrade I purchased directly through them refunded. They refunded me for the upgrade in under 5 minutes and let me know Expedia has been extremely difficult to work with and aren't refunding people money even though the carrier is refunding. Moral of the story, its not worth it to use Expedia, when something goes wrong they will do everything in their power to not only help you, but to lie to you and make your life far more difficult than it needs to be.
They also put out a statement saying they don't have capacity to take the influx of calls. If they wouldn't make people call in multiple times for hours at a time they would have plenty of man power. This isn't the customers issue, they need to fix it and stop blaming their loyal customers for their massive shortfalls.
HORRIBLE ! 3 Days before my trip I received a message from Expedia saying that my refund was all set and I didn't have to worry about my refund, nest day " virtual " agent Justine confirmed that I was receiving refund in 30 days, 6 weeks later another " virtual " agent Beverly chat with me for 1 hour and again reconfirm that I was in process for refund BUT it was 8-12 weeks , Less than 30 minutes later I received eMail form Expedia that refund was NOT approved and I should contact Airline, I did and they said that refund has to be done by Expedia. So the round and round continues .. with no solution and OF Course NOBODY in Expedia talks to me. I give the 1 star because I don't know how to remove it !! *** from MIami
I applied for a reservation at *** in Bryan, Tx. from 4/27/2020 to 5/02/2020 I had it cancelled but Expedia.com did not sensd me a refund I tried several times to cancel on the internet and called them but I'm still waiting for the refund.
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.
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
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.
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.
I purchased a ticket through Expedia.com for an *** flight on April 4th to see my family in Shanghai, China. Unfortunately, due to a change in Chinese aerospace policy, international flights to China were drastically reduced and my ticket was cancelled. I requested a refund through Expedia and ***. *** said they would give Expedia the refund, but Expedia needed to ask them.
After waiting for hours on customer service, I was emailed on April 6th by Expedia. There was no follow-up for over a month. Finally on May 9th I received an email back saying that *** had declined the refund request. I promptly called them again to confirm that they would issue a refund through Expedia.
Expedia.com Response
• Jun 08, 2020
June 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number *** ) regarding a flight reservation. We understand Mr. is requesting a full refund as flight was cancel due to the COVID-19. Upon reviewing this matter, we received approval to process the refund for the amount of $4,125.75. The time it takes the refund to post depend on the time it takes the airlines and the financial institution typically between 1-2 billing cycles. While we regret that your experience was not as we would have hoped. 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,Dez ***Corporate Correspondence Team
Customer Response
• Jun 08, 2020
Complaint: ***
I am rejecting this response because: I have received similar information from the company multiple times in my correspondence yet it has been two months since my flight was cancelled and, as per the Department of Transportation regulations, I should have received a full refund within 30 business days.
1) the refund is still not present
2) the refund, if is given, was not given in a timely matter
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
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
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
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
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
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
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
Cancelled itinerary as a result of flight cancellations: Tampa to Dublin - *** airlines cancelled this flight. Travel dates
May 20, 2020 - May 27, 2020 with Expedia Itinerary # ***.
The airline agreed that I am entitled to a full refund since the airline cancelled the flight. The refund has to come from Expedia since that how the tickets had been purchased originally through this 3rd party vendor/travel company. I have made several attempts requesting a credit card refund. Expedia keeps trying to make me take a flight voucher. As a result of the cancellation of the flight I want a full credit card refund. Expedia now when calling is hanging up on me upon entering my itinerary number. Each ticket is $832.56. The 2 tickets are for a total of $1665.12.
June 21,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.We
verified that the flights were refunded by the airline due to the schedule
change. As such, Expedia refunded the customer for the flights today, June 22,
2020. The refund time frame varies based on the processing time of the credit
card company.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I purchased two different nonrefundable *** Airlines (***) tickets through Expedia.
The first, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, *** $970.35.
The second, itinerary ***, Master Card ref: Jan 22, 2020, *** AIR ***, ***, $838.05.
I purchased two sets of seat reservations for the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $114.00.
The second, *** ref: ***, Master Card ref: Jan 25, 2020, *** AIR *** CA, $57.00.
I purchased two sets of Manila layover changes, due to COVID-19 concerns, to the itineraries above directly through ***.
The first, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $253.30.
The second, *** ref: ***, Master Card ref: Feb 17, 2020, *** AIR ***, ***, $255.20.
The two itineraries above were to commence on Apr 2 and Apr 14, 2020. On March 17, 2020 the *** Government closed Manila Airport due to COVID-19 concerns. Subsequently *** cancelled the flights for both itineraries. I began sending emails to both Expedia and *** on March 25, 2020 requesting full refunds of both itineraries above. Neither Expedia nor *** responded to any of my requests for refunds.
On May 5, 2020 I initiated a three hour chat session with Expedia. The result of the chat session was a May 6 email from Expedia which indicated that as per *** Airlines, your ticket is non-refundable. However, *** Airlines is allowing you to use the value of your ticket of 970.35 USD and 838.05 USD, towards a new flight booking subject to any possible fare difference.
A *** coupon for a future flight is of no use to me due to ongoing COVID-19 concerns and addresses only a part of my expense. I did not cancel the flight reservations. The *** authorities and *** cancelled the flights due to COVID-19 concerns.
June 23,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia Case ***; *** Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased a multi destination
ticket from *** Airlines for travel from San Francisco, CA, USA to
Manila, *** on April 2, 2020, continuing to Dumaguete, *** on
April 4, 2020, then traveling back to San Francisco, CA, USA on April 20, 2020
via itinerary ***. The
customer made a voluntary change to the ticket on February 17, 2020, which
changed the last leg to return to Manila *** on April 14, 2020, and
back to San Francisco, CA, USA on April 20, 2020. The new ticket value was
$1173.65. This ticket was affected by a schedule change that canceled one segment.The
customer purchased a one way flight for another passenger to travel from Dumaguete,
*** to San Francisco, CA, USA on April 20, 2020. On March 19, 2020 the
customer exchange the ticket to layover in Manila, *** from April 14,
2020 to April 20, 2020. The final value of the ticket was $838.05. This ticket
was affected by a schedule change that canceled more than one segment.The
airline allows other flights to be provided with similar timing to complete the
travel purchased. For refunds, we are required to email the airline and request
a waiver. We have emailed the airline and have not gotten a response yet. The
current situation with the global pandemic is unprecedented and some airlines
response time have been affected. We will reach out to the customer to advise
further once we receive a response. The
customer would need to contact the airline directly regarding any upgrades or
services that they purchased directly from the airline, such as seat upgrades
or baggage services. Expedia does not have access to inquire on purchases that
we did not facilitate.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns regarding
this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The full refund amount I am requesting remains $2,487.90. My initial complaint correctly details the amounts paid on my Master Card. Partial refunds and airline coupons are not acceptable.
*** cancelled ALL legs of both of my itineraries and the *** Government closed the Manila Airport for ALL legs of both of my itineraries.
Expedia is ethically responsible for issuing a full refund to me and cannot shift responsibility to ***. If Expedia has issues with *** they need to deal with *** and not penalize me.
New cases of COVID-19 are increasing daily in California and in the Philippines. It has already been 90 days since I began requesting a full refund.
The timing for rescheduling a similar trip is at least one year away and possibly four years away.
Sincerely
July 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We have reviewed the documentation/new
information Mr. provided to further address his concerns.We have contacted *** airlines who had advised us
refunds are possible and has given the necessary information for Expedia to
initiate the refund request. Expedia has processed the request for itineraries *** and ***. Expedia will update
the customer when the tickets have been refunded. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
As I have stated in my initial complaint and in each of my responses to Expedia within this complaint, any amount less than a FULL refund of $2,487.90 is NOT acceptable. Noticeably absent from any and all Expedia responses to this complaint is an Expedia acknowledgement of the FULL amount of $2,487.90. My initial complaint clearly and accurately details the components of the FULL amount which include the initial purchases, the change fees to extend the Manila layovers and the seat fees. The Department of Transportation MANDATES FULL refunds to include purchase, change and seat fees given that any re-booking of my trips would be SIGNIFICANT changes of schedule and given the complete lack of any SIMILAR TIMING flights.
Sincerely
On 3/5/20 I made a purchase for a cruise, travel dates 4/20/20-4/24/20, itinerary #***, for a total amount of $529.28. On 3/14/20, I received an email from Expedia stating that they made a "decision to pause their ship operation for 60 days." My dates are falling into that paused time period. On 3/16/20 I emailed them asking to process a full refund. I did not receive any answer via email. I tried calling but their phone stopped working. I've tried calling again, no one ever answers the phone. On the main web page it said they will be processing refunds. I can't request a refund on their website because the earliest month is May without an option of selecting an earlier month, like April. Without the month, I can't submit the online form. The online chat is also automated, so I can't resolve the issue. There is no way to contact Expedia and get back my money. No one reached out to me from Expedia between purchase date and today to suggest any options to resolve this matter, even though my cruise was to depart on April 20th and today is May 8th. The company is avoiding any communication with their customers, keeping me in the unknown.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a cruise reservation.Upon receipt of this complaint, we escalated Ms. concerns to our Cruise team. On June 23, 2020, they contacted *** Cruise
Line and spoke with agent Emos, who confirmed the refund form was received and
100% refund in the amount of $529.28 was initiated on or around May 8, 2020.
The Cruise Line provided refund timing of 60 to 90 days. Expedia’s Cruise team called
Ms. and left a detailed voicemail with the above information.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I purchased 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!!
As a lot of people are stating in other reviews, Expedia has done everything they can to keep peoples money during the Covid-19 pandemic. In almost any other situation, making people jump through hoops would be acceptable in my opinion, that's just business now-a-days, but right now they need to help their customers. I spent 2 hours on my first call where nothing was resolved and 3.5 hours on my second call. They lied and said they needed to call the carrier and ask about a refund, I later received an email saying they read the carriers policy and they don't issue refunds (googling a policy takes 30 seconds, not 3 hours and they said they would call, they didn't). I then called the carrier to ask about this situation as well as get the upgrade I purchased directly through them refunded. They refunded me for the upgrade in under 5 minutes and let me know Expedia has been extremely difficult to work with and aren't refunding people money even though the carrier is refunding. Moral of the story, its not worth it to use Expedia, when something goes wrong they will do everything in their power to not only help you, but to lie to you and make your life far more difficult than it needs to be.
They also put out a statement saying they don't have capacity to take the influx of calls. If they wouldn't make people call in multiple times for hours at a time they would have plenty of man power. This isn't the customers issue, they need to fix it and stop blaming their loyal customers for their massive shortfalls.
HORRIBLE ! 3 Days before my trip I received a message from Expedia saying that my refund was all set and I didn't have to worry about my refund, nest day " virtual " agent Justine confirmed that I was receiving refund in 30 days, 6 weeks later another " virtual " agent Beverly chat with me for 1 hour and again reconfirm that I was in process for refund BUT it was 8-12 weeks , Less than 30 minutes later I received eMail form Expedia that refund was NOT approved and I should contact Airline, I did and they said that refund has to be done by Expedia. So the round and round continues .. with no solution and OF Course NOBODY in Expedia talks to me. I give the 1 star because I don't know how to remove it !! *** from MIami
I applied for a reservation at *** in Bryan, Tx. from 4/27/2020 to 5/02/2020 I had it cancelled but Expedia.com did not sensd me a refund I tried several times to cancel on the internet and called them but I'm still waiting for the refund.
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
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
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
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.
Misleading, complex policies. Time consuming , frustrating, customer service with unsatisfactory resolution. Will never use again.
I purchased a ticket through Expedia.com for an *** flight on April 4th to see my family in Shanghai, China. Unfortunately, due to a change in Chinese aerospace policy, international flights to China were drastically reduced and my ticket was cancelled. I requested a refund through Expedia and ***. *** said they would give Expedia the refund, but Expedia needed to ask them.
After waiting for hours on customer service, I was emailed on April 6th by Expedia. There was no follow-up for over a month. Finally on May 9th I received an email back saying that *** had declined the refund request. I promptly called them again to confirm that they would issue a refund through Expedia.
June 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number *** ) regarding a flight reservation. We understand Mr. is requesting a full refund as flight was cancel due to the COVID-19. Upon reviewing this matter, we received approval to process the refund for the amount of $4,125.75. The time it takes the refund to post depend on the time it takes the airlines and the financial institution typically between 1-2 billing cycles. While we regret that your experience was not as we would have hoped. 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,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I have received similar information from the company multiple times in my correspondence yet it has been two months since my flight was cancelled and, as per the Department of Transportation regulations, I should have received a full refund within 30 business days.
1) the refund is still not present
2) the refund, if is given, was not given in a timely matter
Sincerely
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
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
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