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
So like others here, the airline has cancelled my flight which I booked thought Expedia, Twice I called Expedia, and was told I needed to call the airline, the airline (which I did twice) says I am entitled to a full refund, Expedia is not processing it and just gives me a run around. This company is stealing from people by taking our money and not providing a service. They really need to be investigated. Never use Expedia!
this complaint is in regards to itinerary *** I booked this trip 2 months ago via expedia. This has been handled the worst way possible. After recent travel bans I attempted to cancel through Expedia's website. I understand this has been an out of the ordinary time but you are helpless with this company. I have called a dozen times with no resolution due to calls being dropped. I have waited on hold for a total of 5 hours so far just to get connected to dead air and a call drop. I am beyond disappointed at this point but rather I am disgusted by this. It has been nearly 60 days and I am still unable to get ahold of any one. My trip I was scheduled to go on has long past and I am still out my money. It is borderline criminal the way this is being handled. I need help from this company and they are neglecting their clients to line their own pockets. I understand people's businesses are suffering but you can't take from people.
Expedia.com Response
• Jun 18, 2020
June 18, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: *** US
Case # ***Dear Revdex.com, Thank you for
taking the time to contact *** 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. *** is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with ***
airlines departing Charlotte, NC
to Cancún, Q.R., Mexico on March 22, 2020, and
returning March 28, 2020 for two adults. And a six night stay at
the *** All Inclusive checking in
on March 22. We understand Mr. is requesting a
refund for the package.On
June 8, Mr. or an authorized user of the account called to inquire on
a refund. The representative processed a refund in full for the hotel and
flight reservation to the original form of payment in the amount of $2343.00. No
further action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased two airline tickets from Expedia for travel from Los Angeles to Geneva Switzerland departing May 23rd, 2020 on *** and *** Airways for $4978.26. The tickets were refundable with a $500 penalty per ticket, if I cancelled. Late April 2020 I was contacted by *** Airways who notified me that my flight from London to Geneva was canceled and to contact my travel agent to request a refund or voucher. I contacted Expedia who confirmed that the flight from London to Geneva was cancelled but the flight on *** from Los Angeles to London was not and they needed to look into the matter. On May 4th 2020, *** cancelled their flight from Los Angeles to London and I contacted Expedia for a full refund per Department of Transportation Rules. Expedia stated that they would process the refund but then replied with an email that stated:
"We have reviewed your request for a refund on your itinerary ***. They have requested you reach out to them directly via email at *** Please advise them you are seeking a refund on tickets and and they should be able to assist you".
I then contacted *** and they replied by email and stated:
"*** are permitting a full refund if your flight has been cancelled. Refunds for any destination/dates not currently affected will be processed as per ticket rules. Your travel agency will have been advised of ***'s policy but they may have their own terms and conditions as per your purchase agreement with them. The reason we would usually refer you back to your agency in this situation is because the contract you have entered into is between yourself and your travel agent."
I contacted Expedia once again, but the end results was a message from Expedia stating that "Your airline cancelled your flight, we have issued an airline credit for a new flight with ***.
This is in clear violation of the DOT rules.
Expedia.com Response
• Jun 07, 2020
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Los
Angeles, CA to Geneva, Switzerland on May 23, 2020, and returning July 4, 2020
for two adults. We understand Ms. is
requesting a refund due to cancelled flights.On April 30, the airlines cancelled flight operations to the second
leg of the outbound flight. Expedia has been coordinating with the airline via
email on May 6 for the refund request. On June 2nd we received an
email back from the airlines stating, “during these unprecedented times we are
experiencing extremely high volumes. Please rest assured we have received your
refund application and are working hard to bring this to a resolution as
quickly as possible. We endeavor to get back to you as soon as possible and
thank you for your continued patience and support.”We
are awaiting for a reply approving a refund without penalty fees and will reach
out to the customer directly via email. Expedia kindly asks for Mr.’s continued patience while we coordinate
with the airline for the refund request. Full refunds are not a guarantee and
subject to ***’s approval. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 07, 2020
Complaint: ***
I am rejecting this response because: Both Legs of the flights were cancelled not just one leg. In fact the airline has cancelled all passenger flights from LAX and is operating cargo only flights. Per DOT rules I am entitled to a full refund. This is very clear and there should be no penalties involved. I did not cancel the trip. The airline cancelled the flights. I fail to understand why they bring up fees and penalties. there are none involved. Expedia continues to play games and delay instead of issuing a full refund. They have referred to contact the airline directly only to have the airline refer me back to the agent that booked the flight (Expedia). My contract is with Expedia and they are in breach of contract. I have a full email trail that documents all the correspondence between myself and Expedia and myself and ***. I want the full $4978.26 for the two tickets refunded immediately.
Sincerely
Expedia.com Response
• Aug 10, 2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***).We understand it has been very frustrating reaching a
conclusion and apologize for the further delay. As previously stated, ***
*** is experiencing an unprecedented volume of requests. It is important to
us that we provide clear expectations on the time it will take for Mr.
to receive his refund. We are committed to processing each refund at the
earliest opportunity, however in some cases this may take up to a maximum of
120 days in total. The earliest email received from *** was dated
on July 27 explaining the difficulties they are having working diligently to
refund tickets dated from March 2020. They are working with limited infrastructure
while working from home. The expected response date is November 24, 2020 as
this was the last email received in notice to the refund request. We kindly ask Mr. to contact our support desk at
1-800-EXPEDIA (397-3342) after November 24 if the refund has not been processed
by this date. 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
• Aug 10, 2020
Complaint: ***I am rejecting this response because: This is completely inconsistent with previous responses from Expedia during the month of May and June. Either Expedia lied to me over the last three months or is lying now. In either case, Expedia is in breach of contract and subject to legal action if this matter is not resolved. I will not wait another four months for my refund that was legally due 14 days after the airline cancelled the flight. See the attached correspondence from the original request from refund from May 4, 2020. I was erroneously told by Expedia to contact the airlines directly, however *** in their response on May 5th, 2020 stated:"The reason we would usually refer you back to your agency in this situation is because the contract you have entered intois between yourself and your travel agent. If we here at *** initiate this refund, it is processed back to yourtravel agent. We do try to avoid starting this process on an agency bought ticket as we have found it causes severedelays and breaks in communication when the claim is not initiated by the agent themselves.However in regards to what you have been advised below, to ensure this is not delayed any further for you we will beginlogging this refund request. Please note, any refund due is made back to your travel agent and as your contract is withthem, they will need to be the ones to advise you of your terms and conditions and final refund amounts."Per ***, my refund request was being logged effective May 5, 2020. Furthermore, through the month of May and June received numerous emails from Expedia indicating that they were even working on my refund. I even received a phone call from a supervisor at Expedia on June 22nd whereby he stated that my refund should be issued by August 2020. Given the propensity of dishonesty from Expedia, I will not accept any response from Expedia until my $4978.26 is full refunded.Sincerely,***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My flight was cancelled through *** airways, and I was told I’m due for a full refund through *** airways. They told me to contact Expedia to get the process started and Expedia told me there’s nothing they can do yet that I should wait another month or take a voucher if I did cancel. Which would have an almost 300$ charge to use. *** airways provided me with a PNR number that anyone can look up by calling *** airways which confirms I’m due for a full refund thanks to the condition of carriage agreement. Expedia would not call to confirm.
Expedia.com Response
• Jun 18, 2020
June 18, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airways
departing New
York, NY to Thira, Greece on June 27, 2020, and returning July 6, 2020 for two
adults. We understand Mr. is
requesting a refund.On May 9, Expedia initiated the refund for both tickets in full for
a total of $1,388.26.
Refunds may be delayed due to the unprecedented volume of requests the airline
is receiving. No
further action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a cruise that was cancelled by the cruise line. I called expedia march 12,13, 14 , 19 apr11,12 May 4,5. As well as sending 15 emails, only to be put on hold, hung up on, told someone would call me back, however my refund has never been sent. On April 12th I was sent an email stating my refund would be applied to my credit card in 5 to 7 days, however nothing has been sent. I have been calling *** the expedia cruise dispatch to be told a representative would call me back however on three occasions that I left messages no one ever called.
Expedia.com Response
• Jun 25, 2020
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking.Upon receipt of Mr.’s complaint, we escalated his
concerns to our Cruise team. Expedia’s Cruise team has attempted to reach the
customer via phone over the past several days to offer a resolution but was
unable to. We ask the customer to please call them back as they have prepared a
resolution.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Jul 13, 2020
Mr.. Thanks for your assistance in this matter. Expedia has never contacted me by phone or email. I am waiting for a full refund as was stated in their only email to me on April 12th, so I'm not sure what they are talking about when they state they are offering me a resolution. All expedia has to do is place the funds back on my credit card as they stated they would and in the months since April 12 I have received nothing. Hope you can contact them again as I still just get the run around. Thanks ***
Sir... I also called expedia cruise ship number 1 877 533 6060 only to be told they have no way of contacting lidiya *** and gave me another number to call however that number only hangs up continually. I would like you to know I've been calling emailing expedia since March continually only to be put on to someone else who also does not offer any help.
Customer Response
• Jul 17, 2020
I still have not received a refund, phone call or email from expedia with regards to my refund. It's now July 16th. I have called, emailed to no avail.
Expedia.com Response
• Jul 18, 2020
July 18, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. On July 17, 2020, our Cruise team attempted to contact the
guest again to process a refund. They called Mr. at *** but
did not receive a response. They left a voicemail advising the customer to
contact them so they can assist. They also sent an email to the email address
on file, ***, advising we need
him to reach out to them as they do not have his credit card information saved.
They left their phone number and email address so he can reach them.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
On March 11, when President Trump announced that he was closing international travel routes due to COVID-19, I booked ONE ticket on Expedia for my daughter's travel from Lisbon to Washington DC. The website was clearly overwhelmed. A system error resulted in two tickets being issued virtually simultaneously for the same transatlantic flight (and both more than the ~$1200 that the site originally quoted). I attempted to cancel the duplicate immediately online and by phone (hold times exceeded the time till the flight). I also notified my credit card company immediately. I now have two charges for the same passenger on the same flight on my credit card, and Expedia is refusing to refund me. Expedia has also continued to refuse to speak with people who are not booking flights. I am trying to speak with them directly again, but have been on hold with them for over an hour. I have just now been disconnected at the 1.5-hour mark.
Expedia.com Response
• Jun 07, 2020
June 7, 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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs. is requesting a refund for a duplicate ticket that charged $2,044.95. Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that you provide the email address and the itinerary number associated with this account. Please make sure you are providing the correct numbers for further assistance. 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
My family and I purchased an Expedia package trip that included air and hotel for 4500. Our dates were 4/2-4/7 however, on 3/26, we received email notification that our trip had been cancelled. I used online tool
To confirm with Expedia that we were receiving a refund. We received a refund for our hotel portion however, Expedia and *** Airline refuses to refund us. they have only issued us a credit for flight they cancelled. We will not be able to use credit in time as my kids go off to college and other health reasons. I have called Expedia customer service and was put on hold for 2 hours twice with no resolution on my Expedia booking #*** -They First told us they would issue us a refund but free 30 days- no refund!! Can someone please help us - our Expedia booking #***. thank you!
Expedia.com Response
• Jun 07, 2020
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect
a round-trip fare with *** Airlines departing Charlotte, NC to
Philipsburg, Sint Maarten on April 2, 2020, and returning April 7, 2020 for
three adults, one child and one infant. We understand is requesting a
refund due to cancelled flights.*** airlines
cancelled flight operations on March 22 going to Sint Maarten until July 7,
2020 making the flights eligible for refund per *** airlines flex policy
in place for Covid-19. Expedia initiated the refund for all passengers and will
be processed by *** airlines. Refund time-frame varies based on the
airline and customers credit card company. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Michael ***Corporate
Correspondence Team
Had to cancel travel plans due to Executive Stay at Home Order in Michigan, as a result of COVID-19. Instead of giving me my money back they issued a credit which is unacceptable. I know there is a order in place as a result of this by federal government requiring these companies to give people their money back.
Expedia.com Response
• Jun 07, 2020
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Grand
Rapids, MI to Dallas, TX on April 10, 2020, and returning April 13, 2020 for
two adults. We understand Ms. is requesting a
refund due to stay at home orders following the Covid-19 pandemic.On March
21, *** changed the schedule of the outbound and inbound flights. The changes
made to *** changed greater than 90 minutes making the tickets
valid for refund using ***s Covid-19 flex policy. Expedia initiated the
refund on our end and will be processed by ***. Refund time frame varies
based on the airline and customers credit card company.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I traveled to the United States on 10 March, 2020, for leave before scheduled training and deployment. On account of COVID, I was later ordered to return to Germany as soon as possible before the borders closed. (I am stationed in Germany) Available options were becoming limited, but I found return tickets on Expedia.com from Omaha to Stuttgart through Atlanta. I booked these on a smart phone at the airport with limited connectivity and access to email and other accounts. Due to technical issues, the same flight was booked twice, through Expedia.com, under my name. The attempts to cancel the duplicate flight apparently did not process correctly due to technical errors. Unaware of the error, I boarded the return flight to Germany on 15 March. One Expedia ticket was under Air *** and the un-cancelled flight was under *** (#*** and #***). They were both the exact same flights, but just under different carriers. Nothing was said by either Air *** or *** about the duplicate booking, which was clearly an error as both were under my name for the same flight. No announcements were made, no agents said anything to me on the flight, and no options were offered on account of the apparent error.
Upon calling Expedia, they informed me that there was nothing they could do, despite any potential technical error. They told me that they had contacted ***, who declined to refund the ticket, but would offer rebooking options through June of 2021. Expedia indicated that they were unable to provide a refund. Accordingly, I contacted *** who indicated that there was nothing that they could do and that only Expedia could offer any refund or rebooking options. I expressed to *** what Expedia had told me, and they said that only Expedia could offer any options on a refund or rebooking because they had purchased the ticket.
The actions of Expedia.com were dishonest as a clear error had been made and *** did not offer options as they indicated.
Expedia.com Response
• Jun 07, 2020
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our
records indicate on March 14, Ms. or an authorized user of the Expedia
account self-booked a one way fare with *** Airlines departing Omaha, NE to
Stuttgart, Germany on March 15, 2020 for one adult. We understand Ms. is requesting a refund due to a double
booking.The second
itinerary booked was just 29 minutes apart and for the same times as the ***
flight. We noticed the customer did not receive a confirmation email for her
*** flight. Expedia cannot confirm nor deny the error that had occurred on March
14 while the customer booked her flights. We understand the possible error and have processed a refund for $529.10 to
the original form of payment. Refunds may take 30 business days to reflect due
to the unprecedented volume of travel disruptions following the Covid-19
pandemic. The flights will no longer hold value for future travel credit with
*** as the refund has been placed by Expedia.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 16, 2020
Thanks for your assistance!!! This complaint was resolved. I appreciate the work that you have done to help resolve my situation.
On April 14 I contacted *** Airlines and requested a full refund after they canceled my April 15 flight. *** confirmed receipt of my cancellation notice but has not returned my money as of today. Expedia contacted me and told me I had a flight credit, not a refund. I tried to contact Expedia (since I booked the flight through them) but they refuse to respond to my email, the web site link for refunds does not work, the instant messaging just put me on hold for an hour, and there is no telephone number option to get a refund.
Expedia.com Response
• Jun 18, 2020
June 18, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Hartford,
CT to Cincinnati, OH on April 15, 2020, and returning April 22, 2020 for two
adults. We understand Mr. is requesting a refund.On March
24, *** airlines cancelled flight operations to the outbound and inbound
flights making the tickets valid for refund. Per our records, the ticket for
*** has been refunded. The second ticket for *** has
remained open. We have put in a request for refund on the second ticket on June
18, 2020. Refunds may be delayed due to the unprecedented volume of requests the
airline is receiving, and subject to approval. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 18, 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.
My flight from San Francisco to Madrid got canceled by the airline but because the flight was purchased through Expedia, I spent days going back and forth with both the *** airline and Expedia, saying that they're not responsible for this refund. On *** airline's homepage, it clearly says that a voucher refund is not the only option for refund. Per EU laws, this should be illegal to deny a customer's request when we're explicitly not agreeing to receiving a voucher. I have no active plans to travel again and would like a refund instead. This refund policy makes me not want to purchase from Expedia in the future. More disadvantageous and unfair to go through them.
Expedia.com Response
• Jun 18, 2020
June 18, 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 two flight reservations. Our records reflect a one-way fare with ***
departing San Francisco, CA to Madrid, Spain on
May 19, 2020 for one adult on itinerary *** And a one-way fare with *** for one adult on itinerary ***. We understand Ms. is requesting a refund for the cancelled flights.***
*** cancelled flight operations on May 5 with no alternative flights
offered. The flights ay be eligible for refund, however *** has disabled our
ability to initiate refunds on our end. We have escalated the request to our
ticketing department who will coordinate with the airline to process the refund
on behalf of the customer. Requests may take up to 10 weeks.We
apologize for the delay and any inconvenience this may cause. The customer will
be notified by an Expedia representative with an update on the refund process.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 18, 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 as long as the refund is promised to be processed. I will accept no other compensation aside from the refund.
On March 10, 2020 my son booked a room at ***, Altoona, IA (March 21-24). Booking was through Expedia; itinerary number ***. A charge of $410.34 was made to my credit card for the booking. (My son is an authorized used of the card). In compliance with C.D.C. COVID-19 recommendations, my son cancelled the reservation on March 17, 2020 via Expedia’s website. (Direct communication with Expedia personnel was not an offered option). Pursuant to *** lodging policy, cancellations due to COVID-19 may be made without penalty. From March 17, 2020 through March 20, 2020 I have attempted, many times, and have been unable to contact Expedia personnel to request a refund of the $410.34 charge. Contact was attempted via phone (866) 310-5768, (866) 339-1445 and via Expedia’s customer support portal (expedia.com/service). Expedia’s automated system does not allow for direct contact with a live person and cannot be competed via the automated system due to the reservation having been canceled. (The system no longer recognizes the itinerary number). As of this date I have been unable to contact and resolve this issue with Expedia.
Expedia.com Response
• Jun 07, 2020
June 7, 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 to receive a full refund or future travel credit of his flight due to the Coronavirus outbreak. Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that you provide the account email address associated with this itinerary number. Please make sure you are providing the correct numbers for further assistance. 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: ***
Itinerary #***
e-mail address used: ***
Reservation was for a stay at *** Mar 21-Mar 25
Pursuant
to *** lodging policy, cancellations due to COVID-19 may be made without
penalty. From March 17, 2020 through March 20, 2020
Expedia.com Response
• Jun 28, 2020
June 28, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We regret to hear Mr. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns. We have contacted the *** by *** to request
a refund without penalty. The hotel agreed to refund without penalty due to the COVID-19 pandemic. We have processed a refund in the
amount of $410.32 to the original form of payment. Refunds may take up to 30 business
days due to the unprecedented volume of travel disruption following the COVID-19 pandemic.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
• 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.
After endless hours of calling expedia since March 15 to get our flights changed and cancelled, Expedia has continued to SCREW us. Spending two hours and 30 minutes on the phone this evening to try and use our airline credit and rebook our flights, we were passed along from customer service rep, to manager to the corporate office, we were hung up by the corporate lady, Martha C, and was told that our flight credit was not the original price, and was almost $800 less than our original paid price and there was nothing she could do for us. We paid $1693.45 for our original flights on *** Airlines to Hawaii for one week because it was my spring break from school. Due to COVID-19, we called customer service to change the flights to avoid our 9 hour layover in Seattle because it was the mecca of COVID at the time. Flights were successfully changed after that three hour phone call. A confirmation email was sent saying there was NO DIFFERENCE in the price for the old ticket to the new tickets. Called again two days later because Hawaii shut it's borders to tourists and put in curfews for their residents meaning there was nothing to do once you were there and you were to be quarantined for 14 days once you reached the island (Written on Hawaii's government website). Today at 3:00PM MST we called to confirm our booking voucher because we are/were planning on rebooking for September. We were sent a confirmation email at 3:46PM that we were still getting the credit of $1693.45 and this would be the case when we called back. When calling back at 9PM, this ended up not being the case after getting transferred from customer service to corporate. I am so frustrated and upset with the experience we have had with Expedia that we are now fighting for a refund from the airline, expedia and have filed a complaint with the Department of Transportation. This company has been so unhelpful and there is absolutely no understanding the the situation. They are money hungry and don't care that half of the world is struggling and are plain robbing people. When calling *** Airlines, we are only redirected and told to talk with Expedia because we made the mistake to book with a third party company. This is not finished and we will be calling corporate again in the morning.
Expedia likes to play games with peoples money and has a *** buggy app to boot. Double charged me for one hotel room and they refused to refund. Had to go to my bank. After 20 years of heavy travel. During a pandemic impacting travel. Guess who won't be bouncing back from this pandemic: Expedia.
Absolutely awful. I have tried for over a month to speak to an actual human being and the few times I have managed to do that I get disconnected.
If a flight was cancelled by the airline provider due to COVID-19 then the consumer should be getting a refund, period.
Never in my life have I been treated so poorly by a company WITHOUT EVEN BEING ABLE TO TALK TO A HUMAN.
Expedia has taken no action to try and get my refund for flight that has been cancelled by Airline. Airline will not deal with me directly since it was booked through Expedia. I expect a refund of $1442.35 for a flight the carrier has cancelled to South Korea. Expedia Itinerary ***. Expedia also made it impossible to reach them to discuss issues with the flight.
Expedia.com Response
• Jun 19, 2020
June 19, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #
***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint
from *** (Revdex.com case
number ***) regarding a
flight reservation. Our records reflect a round-trip fare with ***
airlines departing Denver, CO to
Seoul, South Korea on May 19, 2020, and returning June 5, 2020 for one adult.We understand Mr. is requesting a refund for the cancelled flights.On April 22, *** cancelled flight
operations from Seattle, WA to Seoul, South Korea travelling on May 19, 2020.
Unfortunately the airlines do not have the option for refund or offering future
travel credit. *** is offering future travel credit only for flights ticketed
between March 10, 2020 through May 31, 2020.We apologize for any inconvenience
this may cause. Expedia kindly asks Mr. to contact our service desk at a
later time to inquire on possible changes to this policy as airline policies have
been changed frequently due to the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
We booked a flight with expedia. The airlines cancelled the flight on April 3rd. We have tried to contact expedia now, 6 times. Every time we are made to wait for 2 to 2.5 hrs. The agent invariably cancels the phone call. Sometimes, they promise to call back or email me. But, I still have not received any confirmation or my refund back from Expedia. They owe me $2100. The airlines informed us that the money is with Expedia.
So far I have called Expedia support 8 times, and have spend over 20 hrs on call with Expedia team. But, no resolution yet, nor expedia does not get back to us.
Expedia.com Response
• Jun 17, 2020
June 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airways
departing Bengaluru,
India to San Francisco, CA on March 26, 2020, and returning April 21, 2020 for
one adult. We understand Mr. is
requesting a refund for the cancelled return flight.On June
12, Mr.
or an authorized user of the Expedia account called to inquire on a refund for
the remaining value of the return ticket. The representative called ***
Airways and was informed they will process a refund directly on their end for
the remaining value of the ticket. Refunds may be delayed to the unprecedented volume
of requests the airline is receivingNo further
action has been taken as Mr.’s
request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
We purchased a flight and hotel package through Expedia for our honeymoon to Venice Italy. The trip was scheduled for May 20-25, 2020. Per COVID and federal government guidelines we are unable to attend. Expedia has been 1) difficult reach. Long wait times to speak to anyone. After being on hold for an hour the rep stated he had to call our hotel (mind you everything in Italy is shut down). Because he couldn’t get ahold of anyone at the hotel he said they would reach back out to us. 2) 2. dishonest with their written commitment of refunding us. On 3/13/20 we received an email stating we would receive our full refund due to COVID19. When Expedia finally reached back out to us on the phone they refused to give us a refund. stating our trip was non refundable even though they sent an email stating we could get a refund. We filed a dispute with our credit card company and EXPEDIA denied the claim 5/6/2020.
Expedia.com Response
• Jun 10, 2020
June 10, 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 . Our records reflect a round-trip fare
with *** Airlines departing Dallas, TX
to Venice, Italy on May 19, 2020, and returning May 25, 2020 for two adults. And a five night stay at the *** Hotel in Venice, VE checking in May
20, 2020. We understand Mr. is requesting a refund
due to travel restrictions following the Covid-19 pandemic.On June 2, Mr. or an authorized user of
the Expedia account called to inquire on receiving a refund for the hotel
portion claiming they have an email stating to call into Expedia to process a
refund for the hotel portion of the trip. The representative processed a refund
as a site error for the full amount of $1376.07. On April 11, *** airlines cancelled flight
operations to the outbound and inbound flights without providing alternative flight
options making the tickets valid for refund. Expedia processed a refund for the
flights in the amount of $1322.02. Refunds may take up to 30 business days to
reflect due to the unprecedented volume of travel
disruptions related to COVID-19We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia sold me a package deal of flights and rental car trip to Europe. Included in the sale was a proviso that the itinerary could be canceled, and money returned, minus a $300 cancelation fee. Expedia is refusing to allow me to do that. Their phone system blocks me from getting through to a customer service agent, because my itinerary is too far out into the future (July). Their online cancelation options do not offer the $300 cancelation option (only airline credit, which is unacceptable, and not the original cancelation terms). Expedia must honor their original stated cancelation terms and return my money.
Expedia.com Response
• Jun 18, 2020
June 18, 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 ***) regarding a refund.
Our records indicate on February 29, 2020, Mr. or an
authorized user of the Expedia account, self-booked three round trip flights on
*** departing on July 15, 2020 from Boise,
ID to Barcelona, Spain returning on 4, 2020 along with a 19 da car rental with ***, the
Flight Protection Plan and the Collision Damage Plan via ***.
We can confirm on April 25, 2020, the flight
reservation was cancelled and *** ticket status shows refund.
On April 26, 2020, the customer called in to get a refund instead of a future travel credit. The customer advised he received an email
stating that one leg of the flight was cancelled by United. Our representative reviewed *** flex policy
and contacted United. *** advised that
they have an accommodating flight and they will not authorize a refund based on
their availability. Our representative advised Mr. that he could not
receive a refund.
On April 28,
2020, Expedia confirms a chargeback was received for $4796.92.
On *** 13, 2020, Expedia processed a refund for the
rental car and the damage plan. The refund
of $792.38 for the rental car and $220.00 for the Collision Damage Plan both failed
due to the chargeback that was filed prior to the processing of the refund.
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and confirms the refunds failed because
of the chargeback that was filed by the customer. The customer would need to provide Expedia
with written documentation from his financial institution that the chargeback
has been closed before we would be able to proceed any further with the matter.
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, 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 *** 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
Customer Response
• Jun 18, 2020
Complaint: ***
I am rejecting this response because:
Expedia did not acknowledge or address the central issue in the complaint, which was their lack of willingness to accomplish the refund (until eventually other entities, namely the credit card company and *** Airlines, forced the issue for them). The refund was dependent on the airline's refund / change policy associated with the ticket. The tickets were sold with a proviso that they could be changed or cancelled with a $300 fee. However, the charge to the credit card did not come from the airline; instead it was a single charge to the credit card initiated by Expedia. The charge was a package deal assembled by Expedia, including not just the tickets, but also an auto rental.).The only mechanism that they offered to grant a refund was to call the Expedia customer service line. I made three attempts to contact them. Each time, their automated system would hang up on me rather than direct me to a customer service agent because the travel was too far out in the future (July). Their phone system made reference to "online options" but that option did not include the refund (only airline credit, which was unacceptable).*** Airlines customer service did take my call, and were willing to issue the refund per the original terms and conditions. However, because it was a package deal through Expedia, Expedia still had to process it and return the remaining money (for the auto rental). Their phone system would not allow me to contact them.After three attempts over the course of a month to contact them (and being stymied by their phone system each time), I gave up, filed the Revdex.com complaint and disputed the charge on my credit card.
Expedia is now belatedly willing to act, approximately six weeks later, which was a truly unacceptable delay. They have not addressed that issue.
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
So like others here, the airline has cancelled my flight which I booked thought Expedia, Twice I called Expedia, and was told I needed to call the airline, the airline (which I did twice) says I am entitled to a full refund, Expedia is not processing it and just gives me a run around. This company is stealing from people by taking our money and not providing a service. They really need to be investigated. Never use Expedia!
this complaint is in regards to itinerary *** I booked this trip 2 months ago via expedia. This has been handled the worst way possible. After recent travel bans I attempted to cancel through Expedia's website. I understand this has been an out of the ordinary time but you are helpless with this company. I have called a dozen times with no resolution due to calls being dropped. I have waited on hold for a total of 5 hours so far just to get connected to dead air and a call drop. I am beyond disappointed at this point but rather I am disgusted by this. It has been nearly 60 days and I am still unable to get ahold of any one. My trip I was scheduled to go on has long past and I am still out my money. It is borderline criminal the way this is being handled. I need help from this company and they are neglecting their clients to line their own pockets. I understand people's businesses are suffering but you can't take from people.
June 18, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: *** US
Case # ***Dear Revdex.com, Thank you for
taking the time to contact *** 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. *** is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a round-trip fare with ***
airlines departing Charlotte, NC
to Cancún, Q.R., Mexico on March 22, 2020, and
returning March 28, 2020 for two adults. And a six night stay at
the *** All Inclusive checking in
on March 22. We understand Mr. is requesting a
refund for the package.On
June 8, Mr. or an authorized user of the account called to inquire on
a refund. The representative processed a refund in full for the hotel and
flight reservation to the original form of payment in the amount of $2343.00. No
further action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased two airline tickets from Expedia for travel from Los Angeles to Geneva Switzerland departing May 23rd, 2020 on *** and *** Airways for $4978.26. The tickets were refundable with a $500 penalty per ticket, if I cancelled. Late April 2020 I was contacted by *** Airways who notified me that my flight from London to Geneva was canceled and to contact my travel agent to request a refund or voucher. I contacted Expedia who confirmed that the flight from London to Geneva was cancelled but the flight on *** from Los Angeles to London was not and they needed to look into the matter. On May 4th 2020, *** cancelled their flight from Los Angeles to London and I contacted Expedia for a full refund per Department of Transportation Rules. Expedia stated that they would process the refund but then replied with an email that stated:
"We have reviewed your request for a refund on your itinerary ***. They have requested you reach out to them directly via email at *** Please advise them you are seeking a refund on tickets and and they should be able to assist you".
I then contacted *** and they replied by email and stated:
"*** are permitting a full refund if your flight has been cancelled. Refunds for any destination/dates not currently affected will be processed as per ticket rules. Your travel agency will have been advised of ***'s policy but they may have their own terms and conditions as per your purchase agreement with them. The reason we would usually refer you back to your agency in this situation is because the contract you have entered into is between yourself and your travel agent."
I contacted Expedia once again, but the end results was a message from Expedia stating that "Your airline cancelled your flight, we have issued an airline credit for a new flight with ***.
This is in clear violation of the DOT rules.
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Los
Angeles, CA to Geneva, Switzerland on May 23, 2020, and returning July 4, 2020
for two adults. We understand Ms. is
requesting a refund due to cancelled flights.On April 30, the airlines cancelled flight operations to the second
leg of the outbound flight. Expedia has been coordinating with the airline via
email on May 6 for the refund request. On June 2nd we received an
email back from the airlines stating, “during these unprecedented times we are
experiencing extremely high volumes. Please rest assured we have received your
refund application and are working hard to bring this to a resolution as
quickly as possible. We endeavor to get back to you as soon as possible and
thank you for your continued patience and support.”We
are awaiting for a reply approving a refund without penalty fees and will reach
out to the customer directly via email. Expedia kindly asks for Mr.’s continued patience while we coordinate
with the airline for the refund request. Full refunds are not a guarantee and
subject to ***’s approval. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Both Legs of the flights were cancelled not just one leg. In fact the airline has cancelled all passenger flights from LAX and is operating cargo only flights. Per DOT rules I am entitled to a full refund. This is very clear and there should be no penalties involved. I did not cancel the trip. The airline cancelled the flights. I fail to understand why they bring up fees and penalties. there are none involved. Expedia continues to play games and delay instead of issuing a full refund. They have referred to contact the airline directly only to have the airline refer me back to the agent that booked the flight (Expedia). My contract is with Expedia and they are in breach of contract. I have a full email trail that documents all the correspondence between myself and Expedia and myself and ***. I want the full $4978.26 for the two tickets refunded immediately.
Sincerely
Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***).We understand it has been very frustrating reaching a
conclusion and apologize for the further delay. As previously stated, ***
*** is experiencing an unprecedented volume of requests. It is important to
us that we provide clear expectations on the time it will take for Mr.
to receive his refund. We are committed to processing each refund at the
earliest opportunity, however in some cases this may take up to a maximum of
120 days in total. The earliest email received from *** was dated
on July 27 explaining the difficulties they are having working diligently to
refund tickets dated from March 2020. They are working with limited infrastructure
while working from home. The expected response date is November 24, 2020 as
this was the last email received in notice to the refund request. We kindly ask Mr. to contact our support desk at
1-800-EXPEDIA (397-3342) after November 24 if the refund has not been processed
by this date. 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: This is completely inconsistent with previous responses from Expedia during the month of May and June. Either Expedia lied to me over the last three months or is lying now. In either case, Expedia is in breach of contract and subject to legal action if this matter is not resolved. I will not wait another four months for my refund that was legally due 14 days after the airline cancelled the flight. See the attached correspondence from the original request from refund from May 4, 2020. I was erroneously told by Expedia to contact the airlines directly, however *** in their response on May 5th, 2020 stated:"The reason we would usually refer you back to your agency in this situation is because the contract you have entered intois between yourself and your travel agent. If we here at *** initiate this refund, it is processed back to yourtravel agent. We do try to avoid starting this process on an agency bought ticket as we have found it causes severedelays and breaks in communication when the claim is not initiated by the agent themselves.However in regards to what you have been advised below, to ensure this is not delayed any further for you we will beginlogging this refund request. Please note, any refund due is made back to your travel agent and as your contract is withthem, they will need to be the ones to advise you of your terms and conditions and final refund amounts."Per ***, my refund request was being logged effective May 5, 2020. Furthermore, through the month of May and June received numerous emails from Expedia indicating that they were even working on my refund. I even received a phone call from a supervisor at Expedia on June 22nd whereby he stated that my refund should be issued by August 2020. Given the propensity of dishonesty from Expedia, I will not accept any response from Expedia until my $4978.26 is full refunded.Sincerely,***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My flight was cancelled through *** airways, and I was told I’m due for a full refund through *** airways. They told me to contact Expedia to get the process started and Expedia told me there’s nothing they can do yet that I should wait another month or take a voucher if I did cancel. Which would have an almost 300$ charge to use. *** airways provided me with a PNR number that anyone can look up by calling *** airways which confirms I’m due for a full refund thanks to the condition of carriage agreement. Expedia would not call to confirm.
June 18, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airways
departing New
York, NY to Thira, Greece on June 27, 2020, and returning July 6, 2020 for two
adults. We understand Mr. is
requesting a refund.On May 9, Expedia initiated the refund for both tickets in full for
a total of $1,388.26.
Refunds may be delayed due to the unprecedented volume of requests the airline
is receiving. No
further action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a cruise that was cancelled by the cruise line. I called expedia march 12,13, 14 , 19 apr11,12 May 4,5. As well as sending 15 emails, only to be put on hold, hung up on, told someone would call me back, however my refund has never been sent. On April 12th I was sent an email stating my refund would be applied to my credit card in 5 to 7 days, however nothing has been sent. I have been calling *** the expedia cruise dispatch to be told a representative would call me back however on three occasions that I left messages no one ever called.
June 25, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking.Upon receipt of Mr.’s complaint, we escalated his
concerns to our Cruise team. Expedia’s Cruise team has attempted to reach the
customer via phone over the past several days to offer a resolution but was
unable to. We ask the customer to please call them back as they have prepared a
resolution.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
Mr.. Thanks for your assistance in this matter. Expedia has never contacted me by phone or email. I am waiting for a full refund as was stated in their only email to me on April 12th, so I'm not sure what they are talking about when they state they are offering me a resolution. All expedia has to do is place the funds back on my credit card as they stated they would and in the months since April 12 I have received nothing. Hope you can contact them again as I still just get the run around. Thanks ***
Sir... I also called expedia cruise ship number 1 877 533 6060 only to be told they have no way of contacting lidiya *** and gave me another number to call however that number only hangs up continually. I would like you to know I've been calling emailing expedia since March continually only to be put on to someone else who also does not offer any help.
I still have not received a refund, phone call or email from expedia with regards to my refund. It's now July 16th. I have called, emailed to no avail.
July 18, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a cruise booking. On July 17, 2020, our Cruise team attempted to contact the
guest again to process a refund. They called Mr. at *** but
did not receive a response. They left a voicemail advising the customer to
contact them so they can assist. They also sent an email to the email address
on file, ***, advising we need
him to reach out to them as they do not have his credit card information saved.
They left their phone number and email address so he can reach them.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
On March 11, when President Trump announced that he was closing international travel routes due to COVID-19, I booked ONE ticket on Expedia for my daughter's travel from Lisbon to Washington DC. The website was clearly overwhelmed. A system error resulted in two tickets being issued virtually simultaneously for the same transatlantic flight (and both more than the ~$1200 that the site originally quoted). I attempted to cancel the duplicate immediately online and by phone (hold times exceeded the time till the flight). I also notified my credit card company immediately. I now have two charges for the same passenger on the same flight on my credit card, and Expedia is refusing to refund me. Expedia has also continued to refuse to speak with people who are not booking flights. I am trying to speak with them directly again, but have been on hold with them for over an hour. I have just now been disconnected at the 1.5-hour mark.
June 7, 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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs. is requesting a refund for a duplicate ticket that charged $2,044.95. Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that you provide the email address and the itinerary number associated with this account. Please make sure you are providing the correct numbers for further assistance. 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
My family and I purchased an Expedia package trip that included air and hotel for 4500. Our dates were 4/2-4/7 however, on 3/26, we received email notification that our trip had been cancelled. I used online tool
To confirm with Expedia that we were receiving a refund. We received a refund for our hotel portion however, Expedia and *** Airline refuses to refund us. they have only issued us a credit for flight they cancelled. We will not be able to use credit in time as my kids go off to college and other health reasons. I have called Expedia customer service and was put on hold for 2 hours twice with no resolution on my Expedia booking #*** -They First told us they would issue us a refund but free 30 days- no refund!! Can someone please help us - our Expedia booking #***. thank you!
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect
a round-trip fare with *** Airlines departing Charlotte, NC to
Philipsburg, Sint Maarten on April 2, 2020, and returning April 7, 2020 for
three adults, one child and one infant. We understand is requesting a
refund due to cancelled flights.*** airlines
cancelled flight operations on March 22 going to Sint Maarten until July 7,
2020 making the flights eligible for refund per *** airlines flex policy
in place for Covid-19. Expedia initiated the refund for all passengers and will
be processed by *** airlines. Refund time-frame varies based on the
airline and customers credit card company. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Michael ***Corporate
Correspondence Team
Had to cancel travel plans due to Executive Stay at Home Order in Michigan, as a result of COVID-19. Instead of giving me my money back they issued a credit which is unacceptable. I know there is a order in place as a result of this by federal government requiring these companies to give people their money back.
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Grand
Rapids, MI to Dallas, TX on April 10, 2020, and returning April 13, 2020 for
two adults. We understand Ms. is requesting a
refund due to stay at home orders following the Covid-19 pandemic.On March
21, *** changed the schedule of the outbound and inbound flights. The changes
made to *** changed greater than 90 minutes making the tickets
valid for refund using ***s Covid-19 flex policy. Expedia initiated the
refund on our end and will be processed by ***. Refund time frame varies
based on the airline and customers credit card company.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I traveled to the United States on 10 March, 2020, for leave before scheduled training and deployment. On account of COVID, I was later ordered to return to Germany as soon as possible before the borders closed. (I am stationed in Germany) Available options were becoming limited, but I found return tickets on Expedia.com from Omaha to Stuttgart through Atlanta. I booked these on a smart phone at the airport with limited connectivity and access to email and other accounts. Due to technical issues, the same flight was booked twice, through Expedia.com, under my name. The attempts to cancel the duplicate flight apparently did not process correctly due to technical errors. Unaware of the error, I boarded the return flight to Germany on 15 March. One Expedia ticket was under Air *** and the un-cancelled flight was under *** (#*** and #***). They were both the exact same flights, but just under different carriers. Nothing was said by either Air *** or *** about the duplicate booking, which was clearly an error as both were under my name for the same flight. No announcements were made, no agents said anything to me on the flight, and no options were offered on account of the apparent error.
Upon calling Expedia, they informed me that there was nothing they could do, despite any potential technical error. They told me that they had contacted ***, who declined to refund the ticket, but would offer rebooking options through June of 2021. Expedia indicated that they were unable to provide a refund. Accordingly, I contacted *** who indicated that there was nothing that they could do and that only Expedia could offer any refund or rebooking options. I expressed to *** what Expedia had told me, and they said that only Expedia could offer any options on a refund or rebooking because they had purchased the ticket.
The actions of Expedia.com were dishonest as a clear error had been made and *** did not offer options as they indicated.
June 7, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our
records indicate on March 14, Ms. or an authorized user of the Expedia
account self-booked a one way fare with *** Airlines departing Omaha, NE to
Stuttgart, Germany on March 15, 2020 for one adult. We understand Ms. is requesting a refund due to a double
booking.The second
itinerary booked was just 29 minutes apart and for the same times as the ***
flight. We noticed the customer did not receive a confirmation email for her
*** flight. Expedia cannot confirm nor deny the error that had occurred on March
14 while the customer booked her flights. We understand the possible error and have processed a refund for $529.10 to
the original form of payment. Refunds may take 30 business days to reflect due
to the unprecedented volume of travel disruptions following the Covid-19
pandemic. The flights will no longer hold value for future travel credit with
*** as the refund has been placed by Expedia.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
Thanks for your assistance!!! This complaint was resolved. I appreciate the work that you have done to help resolve my situation.
On April 14 I contacted *** Airlines and requested a full refund after they canceled my April 15 flight. *** confirmed receipt of my cancellation notice but has not returned my money as of today. Expedia contacted me and told me I had a flight credit, not a refund. I tried to contact Expedia (since I booked the flight through them) but they refuse to respond to my email, the web site link for refunds does not work, the instant messaging just put me on hold for an hour, and there is no telephone number option to get a refund.
June 18, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia
Case # ***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** airlines
departing Hartford,
CT to Cincinnati, OH on April 15, 2020, and returning April 22, 2020 for two
adults. We understand Mr. is requesting a refund.On March
24, *** airlines cancelled flight operations to the outbound and inbound
flights making the tickets valid for refund. Per our records, the ticket for
*** has been refunded. The second ticket for *** has
remained open. We have put in a request for refund on the second ticket on June
18, 2020. Refunds may be delayed due to the unprecedented volume of requests the
airline is receiving, and subject to approval. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My flight from San Francisco to Madrid got canceled by the airline but because the flight was purchased through Expedia, I spent days going back and forth with both the *** airline and Expedia, saying that they're not responsible for this refund. On *** airline's homepage, it clearly says that a voucher refund is not the only option for refund. Per EU laws, this should be illegal to deny a customer's request when we're explicitly not agreeing to receiving a voucher. I have no active plans to travel again and would like a refund instead. This refund policy makes me not want to purchase from Expedia in the future. More disadvantageous and unfair to go through them.
June 18, 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 two flight reservations. Our records reflect a one-way fare with ***
departing San Francisco, CA to Madrid, Spain on
May 19, 2020 for one adult on itinerary *** And a one-way fare with *** for one adult on itinerary ***. We understand Ms. is requesting a refund for the cancelled flights.***
*** cancelled flight operations on May 5 with no alternative flights
offered. The flights ay be eligible for refund, however *** has disabled our
ability to initiate refunds on our end. We have escalated the request to our
ticketing department who will coordinate with the airline to process the refund
on behalf of the customer. Requests may take up to 10 weeks.We
apologize for the delay and any inconvenience this may cause. The customer will
be notified by an Expedia representative with an update on the refund process.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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 as long as the refund is promised to be processed. I will accept no other compensation aside from the refund.
Sincerely
On March 10, 2020 my son booked a room at ***, Altoona, IA (March 21-24). Booking was through Expedia; itinerary number ***. A charge of $410.34 was made to my credit card for the booking. (My son is an authorized used of the card). In compliance with C.D.C. COVID-19 recommendations, my son cancelled the reservation on March 17, 2020 via Expedia’s website. (Direct communication with Expedia personnel was not an offered option). Pursuant to *** lodging policy, cancellations due to COVID-19 may be made without penalty. From March 17, 2020 through March 20, 2020 I have attempted, many times, and have been unable to contact Expedia personnel to request a refund of the $410.34 charge. Contact was attempted via phone (866) 310-5768, (866) 339-1445 and via Expedia’s customer support portal (expedia.com/service). Expedia’s automated system does not allow for direct contact with a live person and cannot be competed via the automated system due to the reservation having been canceled. (The system no longer recognizes the itinerary number). As of this date I have been unable to contact and resolve this issue with Expedia.
June 7, 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 to receive a full refund or future travel credit of his flight due to the Coronavirus outbreak. Unfortunately we were unable to locate the itinerary with the information provided. To better assist you with this matter, we ask that you provide the account email address associated with this itinerary number. Please make sure you are providing the correct numbers for further assistance. 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: ***
Itinerary #***
e-mail address used: ***
Reservation was for a stay at *** Mar 21-Mar 25
Pursuant
to *** lodging policy, cancellations due to COVID-19 may be made without
penalty. From March 17, 2020 through March 20, 2020
June 28, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We regret to hear Mr. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns. We have contacted the *** by *** to request
a refund without penalty. The hotel agreed to refund without penalty due to the COVID-19 pandemic. We have processed a refund in the
amount of $410.32 to the original form of payment. Refunds may take up to 30 business
days due to the unprecedented volume of travel disruption following the COVID-19 pandemic.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
After endless hours of calling expedia since March 15 to get our flights changed and cancelled, Expedia has continued to SCREW us. Spending two hours and 30 minutes on the phone this evening to try and use our airline credit and rebook our flights, we were passed along from customer service rep, to manager to the corporate office, we were hung up by the corporate lady, Martha C, and was told that our flight credit was not the original price, and was almost $800 less than our original paid price and there was nothing she could do for us. We paid $1693.45 for our original flights on *** Airlines to Hawaii for one week because it was my spring break from school. Due to COVID-19, we called customer service to change the flights to avoid our 9 hour layover in Seattle because it was the mecca of COVID at the time. Flights were successfully changed after that three hour phone call. A confirmation email was sent saying there was NO DIFFERENCE in the price for the old ticket to the new tickets. Called again two days later because Hawaii shut it's borders to tourists and put in curfews for their residents meaning there was nothing to do once you were there and you were to be quarantined for 14 days once you reached the island (Written on Hawaii's government website). Today at 3:00PM MST we called to confirm our booking voucher because we are/were planning on rebooking for September. We were sent a confirmation email at 3:46PM that we were still getting the credit of $1693.45 and this would be the case when we called back. When calling back at 9PM, this ended up not being the case after getting transferred from customer service to corporate. I am so frustrated and upset with the experience we have had with Expedia that we are now fighting for a refund from the airline, expedia and have filed a complaint with the Department of Transportation. This company has been so unhelpful and there is absolutely no understanding the the situation. They are money hungry and don't care that half of the world is struggling and are plain robbing people. When calling *** Airlines, we are only redirected and told to talk with Expedia because we made the mistake to book with a third party company. This is not finished and we will be calling corporate again in the morning.
Expedia likes to play games with peoples money and has a *** buggy app to boot. Double charged me for one hotel room and they refused to refund. Had to go to my bank. After 20 years of heavy travel. During a pandemic impacting travel. Guess who won't be bouncing back from this pandemic: Expedia.
Absolutely awful. I have tried for over a month to speak to an actual human being and the few times I have managed to do that I get disconnected.
If a flight was cancelled by the airline provider due to COVID-19 then the consumer should be getting a refund, period.
Never in my life have I been treated so poorly by a company WITHOUT EVEN BEING ABLE TO TALK TO A HUMAN.
Expedia has taken no action to try and get my refund for flight that has been cancelled by Airline. Airline will not deal with me directly since it was booked through Expedia. I expect a refund of $1442.35 for a flight the carrier has cancelled to South Korea. Expedia Itinerary ***. Expedia also made it impossible to reach them to discuss issues with the flight.
June 19, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #
***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint
from *** (Revdex.com case
number ***) regarding a
flight reservation. Our records reflect a round-trip fare with ***
airlines departing Denver, CO to
Seoul, South Korea on May 19, 2020, and returning June 5, 2020 for one adult.We understand Mr. is requesting a refund for the cancelled flights.On April 22, *** cancelled flight
operations from Seattle, WA to Seoul, South Korea travelling on May 19, 2020.
Unfortunately the airlines do not have the option for refund or offering future
travel credit. *** is offering future travel credit only for flights ticketed
between March 10, 2020 through May 31, 2020.We apologize for any inconvenience
this may cause. Expedia kindly asks Mr. to contact our service desk at a
later time to inquire on possible changes to this policy as airline policies have
been changed frequently due to the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
We booked a flight with expedia. The airlines cancelled the flight on April 3rd. We have tried to contact expedia now, 6 times. Every time we are made to wait for 2 to 2.5 hrs. The agent invariably cancels the phone call. Sometimes, they promise to call back or email me. But, I still have not received any confirmation or my refund back from Expedia. They owe me $2100. The airlines informed us that the money is with Expedia.
So far I have called Expedia support 8 times, and have spend over 20 hrs on call with Expedia team. But, no resolution yet, nor expedia does not get back to us.
June 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airways
departing Bengaluru,
India to San Francisco, CA on March 26, 2020, and returning April 21, 2020 for
one adult. We understand Mr. is
requesting a refund for the cancelled return flight.On June
12, Mr.
or an authorized user of the Expedia account called to inquire on a refund for
the remaining value of the return ticket. The representative called ***
Airways and was informed they will process a refund directly on their end for
the remaining value of the ticket. Refunds may be delayed to the unprecedented volume
of requests the airline is receivingNo further
action has been taken as Mr.’s
request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
We purchased a flight and hotel package through Expedia for our honeymoon to Venice Italy. The trip was scheduled for May 20-25, 2020. Per COVID and federal government guidelines we are unable to attend. Expedia has been 1) difficult reach. Long wait times to speak to anyone. After being on hold for an hour the rep stated he had to call our hotel (mind you everything in Italy is shut down). Because he couldn’t get ahold of anyone at the hotel he said they would reach back out to us. 2) 2. dishonest with their written commitment of refunding us. On 3/13/20 we received an email stating we would receive our full refund due to COVID19. When Expedia finally reached back out to us on the phone they refused to give us a refund. stating our trip was non refundable even though they sent an email stating we could get a refund. We filed a dispute with our credit card company and EXPEDIA denied the claim 5/6/2020.
June 10, 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 . Our records reflect a round-trip fare
with *** Airlines departing Dallas, TX
to Venice, Italy on May 19, 2020, and returning May 25, 2020 for two adults. And a five night stay at the *** Hotel in Venice, VE checking in May
20, 2020. We understand Mr. is requesting a refund
due to travel restrictions following the Covid-19 pandemic.On June 2, Mr. or an authorized user of
the Expedia account called to inquire on receiving a refund for the hotel
portion claiming they have an email stating to call into Expedia to process a
refund for the hotel portion of the trip. The representative processed a refund
as a site error for the full amount of $1376.07. On April 11, *** airlines cancelled flight
operations to the outbound and inbound flights without providing alternative flight
options making the tickets valid for refund. Expedia processed a refund for the
flights in the amount of $1322.02. Refunds may take up to 30 business days to
reflect due to the unprecedented volume of travel
disruptions related to COVID-19We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia sold me a package deal of flights and rental car trip to Europe. Included in the sale was a proviso that the itinerary could be canceled, and money returned, minus a $300 cancelation fee. Expedia is refusing to allow me to do that. Their phone system blocks me from getting through to a customer service agent, because my itinerary is too far out into the future (July). Their online cancelation options do not offer the $300 cancelation option (only airline credit, which is unacceptable, and not the original cancelation terms). Expedia must honor their original stated cancelation terms and return my money.
June 18, 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 ***) regarding a refund.
Our records indicate on February 29, 2020, Mr. or an
authorized user of the Expedia account, self-booked three round trip flights on
*** departing on July 15, 2020 from Boise,
ID to Barcelona, Spain returning on 4, 2020 along with a 19 da car rental with ***, the
Flight Protection Plan and the Collision Damage Plan via ***.
We can confirm on April 25, 2020, the flight
reservation was cancelled and *** ticket status shows refund.
On April 26, 2020, the customer called in to get a refund instead of a future travel credit. The customer advised he received an email
stating that one leg of the flight was cancelled by United. Our representative reviewed *** flex policy
and contacted United. *** advised that
they have an accommodating flight and they will not authorize a refund based on
their availability. Our representative advised Mr. that he could not
receive a refund.
On April 28,
2020, Expedia confirms a chargeback was received for $4796.92.
On *** 13, 2020, Expedia processed a refund for the
rental car and the damage plan. The refund
of $792.38 for the rental car and $220.00 for the Collision Damage Plan both failed
due to the chargeback that was filed prior to the processing of the refund.
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and confirms the refunds failed because
of the chargeback that was filed by the customer. The customer would need to provide Expedia
with written documentation from his financial institution that the chargeback
has been closed before we would be able to proceed any further with the matter.
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, 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 *** 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
Complaint: ***
I am rejecting this response because:
Expedia did not acknowledge or address the central issue in the complaint, which was their lack of willingness to accomplish the refund (until eventually other entities, namely the credit card company and *** Airlines, forced the issue for them). The refund was dependent on the airline's refund / change policy associated with the ticket. The tickets were sold with a proviso that they could be changed or cancelled with a $300 fee. However, the charge to the credit card did not come from the airline; instead it was a single charge to the credit card initiated by Expedia. The charge was a package deal assembled by Expedia, including not just the tickets, but also an auto rental.).The only mechanism that they offered to grant a refund was to call the Expedia customer service line. I made three attempts to contact them. Each time, their automated system would hang up on me rather than direct me to a customer service agent because the travel was too far out in the future (July). Their phone system made reference to "online options" but that option did not include the refund (only airline credit, which was unacceptable).*** Airlines customer service did take my call, and were willing to issue the refund per the original terms and conditions. However, because it was a package deal through Expedia, Expedia still had to process it and return the remaining money (for the auto rental). Their phone system would not allow me to contact them.After three attempts over the course of a month to contact them (and being stymied by their phone system each time), I gave up, filed the Revdex.com complaint and disputed the charge on my credit card.
Expedia is now belatedly willing to act, approximately six weeks later, which was a truly unacceptable delay. They have not addressed that issue.
Sincerely