I had a trip planned to Thailand starting May 15, 2020. Due to current circumstances, we cancelled everything. However, I had book three flights within Thailand, through Expedia. I have tried getting a full refund for the last 10 days, considering *** airways was offering full refunds, due to flight cancellations on their behalf. They told me to contact my travel agent (Expedia), to get my refund. After calling and emailing Expedia over the last 10 days, I have gotten nothing but flight credits that expire and need to be traveled before March 31, 2021! This is ridiculous, as I will not be travelling to Thailand anytime in the future. I have tried everything to get a full refund for my three flights. Expedia has the WORST customer service, and never will I be booking through them again.
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 Ms. *** (Revdex.com case number ***)
regarding a refund.
Our records indicate on January 21, 2020, Ms. or an
authorized user of the Expedia account, self-booked two one way flights on *** Airways departing on May 17, 2020 from ***, Thailand to Chiang Mai, Thailand via ***. April 29, 2020 - Expedia emailed *** Airways asking to have a refund for the reservation.*** Airways emailed Expedia advising they authorize a full refund due to the involuntary suspension of the flight May 7, 2020 – the customer called to follow up. May 8, 2020 – *** Airways tickets are showing refund status.Each ticket has been refunded 81.31CAD, the refund was processed to card ending 8628
Our record indicate on January 21, 2020, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on *** Airways departing on May 19, 2020 from Chiang Mai, Thailand to Krabi, Thailand via *** April 29, 2020 - Expedia emailed *** Airways asking to have a refund for the reservation.*** Airways emailed Expedia advising they authorize a full refund due to the involuntary suspension of the flight May 7, 2020 – the customer called to follow up.Expedia emailed the customer and asked her to call our Customer Service Department to discuss May 13, 2020 – Expedia emailed the customer advising a refund is being processed for 270.62CAD
Our records indicate on January 21, 2020, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on *** Airways departing on May 29, 2020 from Phuket, Thailand to ***, Thailand via *** March 26, 2020 – the customer emailed Expedia. Expedia replied to the email and asked the customer to call our Customer Service Department in regard to cancelling April 29, 2020 - Expedia emailed the customer advising she has a future travel credit of 94.31CAD May 7, 2020 – the customer called to follow up.Expedia emailed *** Airways and they authorized refunding for the reservation May 13, 2020 – Expedia emailed the customer advising a refund is being processed for 270.62CAD
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and the three *** Airways
reservation. *** Airways processed
the following refunds to the original card that was charged Itinerary *** was
refunded on May 8, 2020 81.31CAD per ticket Itinerary *** was
refunded on May 13, 2020 270.62CAD per ticket Itinerary *** was refunded on
May 13, 2020 94.31CAD per ticketPlease note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had a cruise booked through AARP Expedia travel and in February 14th I cancelled the cruise due to the coronavirus scare I was told I would receive credit in 3 weeks after not receiving that I called them again they said it would be another three weeks the third time we contacted them and they said that we had elected to take a cruise at a later date which is totally incorrect then we were told it was going to be 3 weeks to they don't know how long to get my credit. The cruise that I was scheduled for it was May 2nd through May 9th on the *** panorama the cruise has since been canceled due to corona virus. I still have not received my credit I've spent hours and hours on the phone 10 different people three different case numbers or more and still no credit. Booking number *** Cruise booking #
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her cruise booking under itinerary
***. Please note Expedia serves as a third-party intermediary with
travel providers such as hotels, car rental agencies, cruise lines and airlines
and is subject to the rules and restrictions of those providers. Expedia does
not own, operate or otherwise run cruises. Additionally, Expedia’s Terms of Use, which were agreed to by Ms.
*** at the time of booking, expressly state:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority. On June 22, 2020, Expedia called the *** Cruise Line to
follow up on Ms.’s refund request. We were advised the refund was
triggered for processing, but they could not confirm a specific time it will
reach the guest. They are advising of a 60-90-day processing time from the
original request for this specific booking, which they state was on May 30,
2020. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I would like a full refund of $1704 for our airline tickets (*** Airline). Due to COVID19 Pandemic, we could not travel to our destination, *** and our state was on complete lockdown. Thank you!
Expedia.com Response
• Jun 26, 2020
Dear Revdex.com,Thank you for taking the time to contact Expedia.co.jp regarding an issue from one of our customers.We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.jp is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.We are responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding the full refund and flight cancellation request due to Covid-19.Upon review, we found that flights have already been cancelled and full refund request of JPY 177,990 has already been placed with airline, once approved the refund would be credited within 8-12 weeks in to the original form of payment.We have also informed the customer about this cancellation via email and trust that this matter is now resolved.Regards,Manish ***Priority Customer Escalations AgentExpedia.co.jp
In January 2020, I purchased two airline tickets through Expedia.com for round trip travel from Boston to Ponte Delgada, ***. Travel dates 6/3/20 (*** Airline) and 6/14 (***). Flight on 6/3 has been cancelled and flight on 6/14 significantly delayed due to Coronavirus. I am requesting a refund in the form of my original payment in accordance with DOT Rule 261. Expedia has provided canned language to me on 3 different occasions and states that they are unaware of this Rule and that I am only entitled to a voucher. I also spoke with *** Airlines who told me that I was absolutely entitled to a refund but because I booked through Expedia, they needed to handle. They will not take phone calls and you can only speak with a virtual agent who pasted the same canned language in the text box. I am extremely disappointed in the dishonesty by Expedia and their lack of willingness to help a customer during this difficult time. I finally got my case elevated to a supervisor who promised to help me and follow up within 48 hours. I received one email from her stating that she was working to contact the airlines and would contact me again on 5/5/20. On 5/5/20, I received an email stating that there was nothing she could do and *** Airlines refused to honor a refund and would only offer a voucher good through 12/31/20. She said she had not heard from *** & was closing my case. This was basically 5 days after she first contacted me. On 5/4/20, I corresponded with *** Airlines who said they would forward my refund request to their Corporate Office but the problem is that I did not book direct with the airline. The woman I spoke with at *** Airlines told me that I was the 3rd person who had called them that day because Expedia was telling them they were not entitled to a refund and to call the airline. The woman at *** said that Expedia understands that we are entitled to a refund & does not know why we are being told this. Thank u
Expedia.com Response
• Jun 19, 2020
June 19, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number
***) regarding a refund.
Our records indicate on January 19, 2020, Ms. or an authorized user of the Expedia account, self-booked two combined one way flights
with ***-***
Airlines *** departing
on June 3, 2020 from Boston,
MA to Ponta Delgada, *** returning with *** on June 14, 2020, along
with a the
Flight Protection Plan via ***.
We can confirm on April 23, 2020, the customer
spoke with our online team and stated she wanted
a full refund for flights due to DOT. Our representative advised a future flight credit was applicable for
both airlines. Our representative
observed a refund had been requested on the ***-*** Airlines
*** record and advised the *** flight is under normal policy refund minus
180EUR. The base fare is less and our
representative advised the ticket is non-refundable and a future credit applies.
On April 29,
2020, the customer communicated with our online team and request a refund. Our
representative advised per the fare rules and flex policy a future travel credit
is applicable. Our representative advised the *** ticket is refundable
for a fee and the *** ticket is non-refundable. The customer did not accept and advised she
would be contacting the Revdex.com and television.
On May 29, 2020, Expedia submitted a request for refund
for the outbound ***-***
Airlines *** flight. The email
was replied to advising the refund was approved. The refund was processed on May 30, 2020 for
$746.00 to Mastercard ending ***.
On June 7, 2020, Expedia submitted an email to
*** requesting a refund. *** replied with an automatic
response “Thank you for contacting *** - Agency Help Desk. Your
request has been received successfully and will be answered shortly.”
On June 13, 2020, the customer called in to follow up on her case in regards of getting the
refund for the return flight with ***. The customer advised she submitted a complaint with the DOT and ***
and they confirmed a refund was possible. Our representative asked her to send
the email they sent to her. She sent the
email and our representative contacted *** and we are awaiting their response.
From June 6, 2020 through June 13, 2020, there were numerous
emails between the customer and Expedia questioning the status of the refund
for ***.
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and confirms a refund was issued for the ***-*** Airlines *** outbound flight on May 29, 2020
for $746.00. Expedia has emailed ***
*** on June 7, 2020 and inquired on a refund for the flight. To date Expedia has only received an
automatic response from *** and must await their response regarding
the refund. Ms. can contact our
Customer Service Department at 877-227-7481 for any updates regarding the ***
*** email response.
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. ***
International-*** Airlines *** and *** were the operating carriers and
merchants of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Hello I bought a full pack with airtickets and hotel for Egypt for march but one week before as the things were getting bad I decided to cancel my reservation. I got an e mail from expedia saying I ll get the refund for the hotel in Egypt. Since then I sent lots of e mail to both expedia and the hotel but I never got any answer back neither the money.
Expedia.com Response
• Jun 18, 2020
Expedia Priority Reference Number: *** Dear Revdex.com,This email is in reference to the recent correspondence shared by Ms. ***. We understand that the customer want to have a refund of the hotel booking.Basis our subsequent findings and review, we confirm that a refund of GBP 148.32 was initiated on 09th Mar'20 and it has successfully processed to the original form of payment (*** Card ending with ***. The reference number for the refund is ***. We would advise the customer to contact the bank and check with them about the funds. The customer can share the reference number with the bank so they can locate the funds.We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached. If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Harish SPriority Customer Escalations AgentExpedia.co.uk
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.
I was suppose to travel to Arizona from May 14-17 for a wedding event and I had to cancel our tickets due to Corona virus. I booked our tickets through expedia and I cancelled through them and instead of getting our money fully refunded, we instead got airline credit from *** Airlines and *** airlines. I dont think that is fair, because we would have been going on this trip and due to the pandemic going on, we have to cancel. Also with ***, when we eventually use the credit, we have to pay a $125 fee first and then can use the remaining amount and that is not fair. I had no control over this trip being cancelled and feel that I should be fully refunded for it.
Expedia.com Response
• Jun 18, 2020
June 18, 2020Revdex.com ***, 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 combined one-way fare with *** and
*** airlines departing Seattle, WA to Phoenix, AZ on May 14, 2020, and
returning May 17, 2020 for two adults. We
understand Ms. is requesting a refund in lieu of future travel credit.*** airlines
does not allow refunds for the flights, however the airline has allowed the
tickets to remain open for future travel. New travel must be re-booked and completed
by December 31, 2021. Change fees will be waived by the airlines while fare
difference may apply. ***
airlines does not allow refunds for the flights, however the airlines has
allowed the tickets to remain open for future travel. New travel must be
re-booked and completed by May 17, 2021. Change fees will be waived by ***
airlines, while fare difference may apply.We understand that the
customer is dissatisfied with receiving a credit with an airline vs. a full
refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for flights that are ordinarily non-refundable or limit changes. We recognize
that an airline credit may not be what Ms. was looking for, but know
that these are extraordinary circumstances that travel partners are trying to
work through and Expedia Group must follow the airline policies.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 19, 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.
Many people in the *** States and around the world have been affected by the policies and complications that come with the use of air travel companies and distributors. In 2018 I had purchased an extensive travel package and insurance through Expedia for four travelers. One of the travelers became pregnant and was considered high risk, therefor she was unable to travel. Though I had purchased the insurance for all travelers she was not allowed a refund through *** Air or *** Airways. They issued her an airline credit that she was unable to use and therefor on this single occurrence they kept her fair of around $800.00 and no service was ever performed.Now here we are today in a world wide crises and I had a trip scheduled for two. *** Airlines cancelled the vital flight out of the *** States and therefor all other flights and hotels had to be cancelled. This time the total is around $3200.00. 2 of 3 hotels issued refunds no questions asked. None of the Airlines are willing to issue a refund and stated I can have a credit that needs to be used by the end of the year. I am a working person that can not take off on holiday when I choose. The airlines and booking agencies know this will be the case for most people and the fact they are able to get away with this is very distasteful and needs to be evaluated as a point of corruption and theft in our society. They have taken thousands from me and I am only one person.In addition there is also the fact that airlines in general receive large amounts of bail out money. It is not the general populations fault that mismanagement of funds and inadequate budgeting has become the standard practice of the airlines and booking agencies. Therefore, I formally propose that any booking agency or airline taking in fares in advance be required to hold the funds in a reserve account to insure the service is actually performed. Refunds should be issued when reasonable on request with no fee during extreme circumstance
Expedia.com Response
• Jun 18, 2020
June 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.On
September 1, 2020 the customer purchased a package for two people that included
hotel and flights via itinerary ***. They selected five nights for two
nights with the Hotel ***, Portugal, with check in on May 13, 2020,
and check out on May 18, 2020. The flights were roundtrip with *** Airlines
for travel from Denver, CO, USA to Lisbon, Portugal, departing on May 12, 2020
and returning on May 25, 2020. The customer
canceled the items on April 11, 2020. The hotel was nonrefundable with no
changes allowed. The flights were nonrefundable with changes allowed for an
administrative fee. We advocated on behalf of the customer. A full refund was
provided for the hotel rooms. Airlines provided a refund of the airline
tickets. The
customer purchased two nonrefundable, non-changeable rooms with the *** Apartments, for check in on May 23, 2020, and check out
on May 25, 2020, via itinerary ***. Due to the pandemic the hotel
allowed the customer to change the dates of the stay. So that the reservation could
be canceled without having to select new dates, a coupon was offered for future
use at the same hotel with terms and conditions. The customer canceled the
rooms on April 24, 2020 and accepted the coupon. A refund is not available. The
customer booked a package including five nights with the Hotel ***
in Madrid, Spain, checking in on May 18, 2020 and checking out on May 23, 2020,
and combined one way flights, departing with *** Airlines for travel from Lisbon,
Portugal to Madrid, Spain, and returning to Lisbon, Portugal with ***.The hotel
was nonrefundable with changes not allowed. The customer canceled the hotel on
April 14, 2020 with a refund allowed by the property. The flights were
canceled. Based on the refund request in this complaint, we have reached out to
both airlines to see if they might allow a refund. We will advise the customer
via email with any waivers that are received.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 19, 2020
Complaint: ***
I am rejecting this response because: There are several points in this statement that are not correct. September 2020 is not even here yet. How can I book something on a date that has not happened for a date in the past? Second most of the hotels willingly refunded my money. As well as a couple of the airlines. Third it does not address the Europe trip or the fact that airlines coninue to send me back to Expedia for resolution. This response does nothing.
Sincerely
Expedia.com Response
• Jun 27, 2020
June 26,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments with this complaint.
We are responding to the consumer complaint number *** from *** L.
***.When
items are nonrefundable the standard is that a refund is not provided. In this
case, with the three itineraries for the complaint, all of the vendors provided
goodwill above and beyond the terms that the customer agreed to when the
purchases were completed. The goodwill was not identical because it was what
was available on a case by case basis.Airlines
and hotels normally require that the issuing entity process any transactions
and address any inquiries, and Expedia is the servicing agent in many cases.
Whether the servicing is handled by Expedia or the travel supplier, the terms
and conditions are followed.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 29, 2020
Complaint: ***
I am rejecting this response because:Again, regurgitating info that seems very automated is not a resolution. I realize Expedia may lack the capacity of self accountability or proper communication with the companies in which they provide services through. To re-establish the purpose of this complaint I specify: the fact Expedia sold me useless insurance on my England trip is unacceptable and misleading. The fact that when I contacted the airlines and was told to contact Expedia who refused to answer the phones is unacceptable. The fact that Expedia in some cases sends me back to speak with the airlines who loope me back to Expedia is nonsense.
If you are looking for an overrated, over publicized setup that is totally unaccountable to customers, Expedia is your choice..They are master of procrastination and denials. I am making these statements with proofs..If everything in your travel goes well, no problem. But if you hit a problem - cancellation, delays, change of flights etc and if you expect help (and subsequent compensations for such things) especially after you booked these flights with Expedia, you are in for a BIG surprise.. You will be on your own.. I am a Gold Member on Expedia and I have received nothing but a bunch of lies and excuses from Expedia..Do NOT trust Expedia.
trying to get a travel refund after airline cancelled the flight. Expedia is telling that they can;'t reach the airline after I reach expedia 5 times during 1 week. After that I reach the airline myself and after 5 min the airline told that the refund is approved. Reach back expedia and they told me they are only willing to give me credit flight.
I want to start out by saying I am a nurse on the front lines. My trip was cancelled because of COVID which is understandable. What is not understandable is waiting on hold over an hour a month after your trip had been cancelled by Expedia to be hung up on and no credit received from Expedia or *** airlines. I work hard for my money at the hospital and this is unexceptionable and shameful for both Expedia and *** airlines.
We booked a hotel months ago in OC Maryland for our anniversary at a small B and B... This week expedia sent us an email asking whether or not we needed to cancel and I clicked "yes" as the hotels in Ocean City are still closed except to essential people of which we are not.. We are diabetic so would not even be able to take the chance. They did not ask us to re book just sent us a follow up email stating that due to cancelling we are out our $100 deposit.. This is WRONG.. we did not cancel due to any fault of our own,, they are closed... as well as the town itself except to "local residence" ... This is a lawsuit in the making...
Expedia.com Response
• Jun 17, 2020
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund. Our records indicate on January 8, 2020, Mr. or an authorized user of the Expedia account,
self-booked a two night stay at ***
*** Bed and Breakfast, checking in May 8, 2020 and checking out on May 10,
2020 via ***
We can confirm from May 6, 2020 through May 7, 2020,multiple email communications were sent from Expedia to the customer and from
the customer to Expedia regarding the cancellation policy of the hotel and
refund. Expedia emailed the customer advising the reservation was non-refundable.
The customer replied advising the reservation was non-refundable and they did
want to cancel, they were advised he city was being closed. The customer
advised he had filed a claim with the state attorney. The customer then advised he filed a Revdex.com
claim.
After further review June 17, 2020, Expedia reviewed
the Expedia account and contacted the property. *** the owner of the property says she will refund the $100 back to the Discover
card and asked to have the customer call her at *** I called the customer but the call went into voice
mail. Sent the customer an email advising
he needs to call the property and they will process the $100 refund.
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 may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. 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
Hotel booked via expedia for trip to london on 4/24/20 was cancelled due to coronavirus. Hotel stated Expedia charged us and they should refund us. I received an email from Expedia stating we would be refunded $1200 for the charge and it refund was being processed on 3/26/20. I have called several times and been assured refund was in process and "to wait a couple of weeks". I have yet to see refund. Have called the credit card company and they have stated there is no refund in process. Due to Coronavirus my husband and I (who were taking the trip) have been laid off. I cannot take any trips as a result and I am still paying the credit card as well as interest charged for that purchase. I have tried several times to as for further assistance as well as using their online chat only to be lied to or even disconnected.
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 Ms. *** (Revdex.com case number ***) regarding a refund.
Our records indicate on January 13, 2020, Ms. or
an authorized user of the Expedia account, self-booked a four night stay at ***
***, checking in April 24, 2020 and checking out on April 28, 2020 via ***. A confirmation email was sent to the email
address on file, it was first opened on January 13, 2020 and reviewed 10 times.
We can confirm on March 26, 2020, the hotel
reservation was cancelled. Expedia placed the cancellation details on the
customer Expedia account and the cancellation details referenced the hotel
rebook US coupon for $1244.30.
From April 14, 2020 through June 11, 2020, the
customer called in numerous times inquiring on her hotel refund. In error a few of our representatives advised
she would be refunded for the hotel reservation. One of our representatives
offered a $50 coupon for the inconvenience and it was accepted. On one of the calls she was advised the reservation
was non-refundable, with no exceptions and advised the refund emails were sent
in error.After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and the reservation that was booked was
non-refundable. The detail of the hotel policy were listed on the
confirmation itinerary. (see attached)
Expedia confirms when the reservation was cancelled
on March 26, 2020 a cancellation email was placed on the customer’s Expedia account,
The cancellation email reference the hotel rebook US coupon. Expedia confirms refund emails were emailed to
the customer in error on multiple occasions, after the cancellation email was
sent. The hotel reservation was booked
as non-refundable. The hotel rebook US coupon
that is on the customer account is for future hotel reservation.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are no able to honor your
refund request. Please accept our
apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity
to address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I booked a trip with flight/hotel/car with insurance to Sacramento in Nov. 2019 for April 24th 2020. Around March 18th my flight was cancelled due to covid-19. Contacted the airline who stated they will issue a refund, but it would have to go through expedia since the trip was purchased through them. I spent several hours on hold trying to talk to an agent with expedia who told me they couldn't help me unless I was traveling within 10 days but told me I can cancel online (cancelation only offered me a voucher for my flight which wasn't even the amount I paid and I much rather get my money back since thats what I was told from ***.) and I was able to cancel the hotel and rental car. On April 15th I chatted with someone who told me that my flight was nonrefundable even though it was cancelled and confirmed refundable by the airline. After several hours she told me I was getting a full refund for my insurance and flight within 7-10 days and to contact affirm which was who I paid my trip through. I contacted them and they said that I'll recieve a notification once they recieve the refund. It is now May 6th no word on my refund. Tried chatting with expedia and they told me to contact affirm. Well affirm can't assist because expedia has to issue the refund. I contacted expedia again and they claimed that it can take 30 days for me to be refunded. *** has already refunded the money to expedia in April. I'm trying to understand why it would take an additional 30 days to refund money that was already refunded.
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 packaged reservation. Our records reflect a round-trip fare with *** Airlines, a
three night stay at the *** Hotel by *** Sacramento ***, a car rental with ***, and the Collision Damage Plan with an
Expedia Vacation Waiver on April 24, 2020 to April 27, 2020 for two adults. We understand Ms. is requesting a refund.On March
13, Ms.
or an authorized user of the Expedia account cancelled the car reservation along
with the collision damage plan and the hotel reservation. The customer received
a complete refund for a total of $528.81. The refunds are currently bank
processing.On April 16, Expedia initiated a refund for the tickets
with *** airlines for a total of $791.54. The refund was processed on May 1, 2020 and is
currently in bank processing. If Ms. has not received the refunds as of yet,
we recommend the customer contact her financial institution to inquire on the
refund timing. 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
On February 25 I booked a vacation through expedia. March 20 I cancelled the vacation well within the time frame to cancel for full refund. I received numerous e-mails and other written correspondence from Expedia that a full refund will be issued. They told me to wait 30 days for refund. When I did not receive a refund I filed a dispute with Chase credit card. Expedia responded to Chase that the charge was valid and they rebilled me the entire cost of the vacation. It is now well past 30 days and I still have not received a refund and have in fact been charged again for this trip. Hours and hours on the phone with Expedia and Chase along with numerous e-mails have gotten me nowhere.
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 25, 2020, Mr. or an
authorized user of the Expedia account, self-booked two round trip flights on
*** departing on May 19, 2020 from Newark,
NJ to Cancun, Quintana Roo, Mexico returning on May 24, 2020 along with a five night stay at *** - Adults Only - All Inclusive and the Vacation Waiver via ***.
We can confirm on March 20, 2020, the customer
cancelled the reservation via electronic communications. Expedia emailed the cancellation email which
advised the airline credit was $1,048.72 ($524.36 per ticket) and an email for
the hotel cancellation advised a refund of $2473.83.
On May 6, 2020,
the customer called in because
he has not received the money back for the flight and the hotel and it has been
30 days from the date he cancelled. Our
representative advised that the refund for the hotel seems to have failed and the
flight is good for a credit. Our
representative explained how the vacation waiver worked and the customer asked
for a Supervisor.
On May 7, 2020, the customer called stating has
not received his money. Our
representative advised the customer that it is between he and his bank and
there is nothing we are able to do. The
customer advised he made the mistake of disputing the charge because he did not
want to wait for his refund. Our
representative reviewed our back office system and had a Supervisor
review. The Supervisor advised that
there was a charge back on the account and we could not process a refund
because of it. A refund of $2473.83 was processed to card ending
0021.
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and the reservation that was cancelled on
March 20, 2020. Expedia emailed a cancellation email and advised the airline future
flight credit was $1048.72. Mr.
needs to call our Customer Service Department at 877-227-7481 when he is ready
to exchange the *** tickets. Per United’s policy the ticket must be rebooked
and traveled by February 24, 2021. A
cancellation email was also sent for the hotel cancellation, which advised the
refund was $2,473.83. The charge back the
customer filed with his bank caused the initial refund from March 20, 2020 to
fail. The refund was resubmitted on May
7, 2020 and has gone through.
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 may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are no able to honor your
refund request. Please accept our
apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity
to address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have two reservations: (1) originating on March 31, 2020 for which the airline cancelled the flight and was told on their website that travel credit or refunds will be issued to the passengers. However, if the booking through a travel agent then this has to be processed through the agent. In this case, Expedia is the agent. I have tried multiple times to contact Expedia. It is impossible to get and agent on the phone. I am down about $1100 which I feel Expedia is trying to steel.
2) I have second family trip that I booked in January for a trip in August. The applicable airline (website) says that it will offer flexible 24 month travel vouchers or refunds for trips through August. In this case also
I have to process this through Expedia as I purchased the ticket through Expedia. I have tried multiple times, hours and hours to contact Expedia, but I am unable to get through. This purchase was close to $5000. Again, I feel Expedia is demonstrating bad customer service and I am worried is trying to pocket that money too.
I have tried calls for hours and hours on hold, emails and even online agents, but haven’t been able to get through.
When I tried to do this online it says, I need to talk to an agent. This is for my husband’s travel.
Expedia.com Response
• Jun 19, 2020
June 18,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number .The customer
purchased multi-destination flights for four passengers with Emirates for travel
from Newark, NJ, USA to Athens, Greece, to Colombo, Sri Lanka, and back to
Newark, NJ, via itinerary ***.The leg
from Athens, Greece to Colombo, Sri Lanka had a major schedule change. A refund
was requested. At this time we are unable to process refunds of Emirates
tickets. Due to the unprecedented number of cancelations caused by the
pandemic, the airline is processing their own refunds for now. They have
advised that refund requests are taking a little longer than normal due to the
volume. Once we are advised further by the airline we will make the customer
aware of the outcome.We were
only able to locate one flight in the customers account around the cost noted,
USD $1120.48. Itinerary *** contained a flight for one passenger for
roundtrip travel from Albany, NY, United States to Colombo, Sri Lanka in
December of 2019. The ticket from this itinerary appears to have been used for the
December flights and no changes were found. If there is another itinerary that
the customer needs assistance on, please create a new inquiry for that itinerary
and provide the itinerary number. They may also contact us at 1-800-EXPEDIA, or
1-404-728-8787. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 19, 2020
Complaint: ***
I am rejecting this response because:The primary itinerary I had concerns on (the multi-destination trip of $4786) hasn’t been resolved yet. I would like to keep this open until I get my full refund and at worse get flight credit for a future trip as indicated by the airline website.
For the second itinerary (March 31 2020 trip Expedia was unable to locate) had been resolved.
Sincerely
Expedia.com Response
• Jun 29, 2020
June 29, 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 Dr. *** did
not accept our response and/or resolution offered.We have reviewed the documentation/new
information Dr. *** provided to further address her concerns. Per our records, the ticket status for each passenger
shows that it has been refunded for the flights under itinerary ***.
We contacted Emirates to confirm and was advised the tickets have been
processed for refund on June 28. The airline representative mentioned refunds
may take up to 90 business days to reflect due to the unprecedented amount of
requests they are receiving following the Covid-19 pandemic.
No further action has been taken as Dr. ***'s request has been fulfilled. If the customer has any further questions regarding the refund status, she may call our support desk.
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 30, 2020
Complaint: ***
I am rejecting this response because:
While the response indicates that the refund has been processed as of June 28, 2020, I don’t see that in my account yet. I would appreciate keeping this open until I see the refund.
Sincerely
I attempted to contact Expedia.com several times about a refund on a stay we had booked. The hotel agreed to our refund but said we needed to get it through Expedia. My husband and I are both out of work due to COVID-19 and need this refund for our day to day lives. I emailed and called Expedia on 4/18/20. Today (5/6/20) I recieved an email from Expedia.com with THEM cancelling our trip and stating it was non-refundable. I have still had NO contact with them and now cannot do anything as I no longer have an itinerary number. There are hundreds of people on social media commenting that the same thing was done to them. This is not okay. I want to be refunded for the trip.
Expedia.com Response
• Jun 17, 2020
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***)
regarding a refund. Our records indicate on January 8, 2020, Ms. or an
authorized user of the Expedia account, self-booked a three night stay at *** checking in July 20, 2020 and checking out on July
23, 2020 via ***.
We can confirm on May 6, 2020, the customer called for a refund. Our representative was able to get approval from
the hotel for a 90% and the customer was advised the refund was for $617.25 as
the hotel was penalizing the reservation 10%. The customer was okay with the refund amount.
After
further review on June
17, 2020, Expedia reviewed the Expedia account and confirms a refund of $617.25
was issued on May 6, 2020 back to the Paypal account that was originally
charged.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. 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-D*** Corporate Correspondence Team
Customer Response
• Jun 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Due to covid 19 we asked for a refund from support. I called on May 3rd and was told that a full refund would be processed for a hotel that we could not use. Expedia Case number ***. The next day, they emailed and said we would be getting a voucher instead of a refund. I asked very politely in the email for them to stick to their promise of a refund and they refused saying instead that I accepted a voucher. I also want a full refund for the flight as well because it was cancelled by the airline but they said that since we accepted the voucher on the same phone call on May 3rd that we were not entitled to a refund.
The flight voucher and hotel refund were offered to me as a package promise. They have reneged on their promises and will not reply to any calls.
When you call you have to put your itinerary number in and when you do they refuse to answer calls related to it.
Expedia.com Response
• Jun 17, 2020
June 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number *** regarding a hotel and flight reservation. Our records reflect a round-trip fare with *** Airlines departing Buffalo, NY to
Osaka, Japan on May 12, 2020, and returning May 20, 2020 for three adults on
itinerary *** And a
seven night stay at the Hotel *** checking in May 13,
2020 for three adults on itinerary *** We
understand Mr. is requesting a refund for each itinerary.On May 15,
Expedia initiated refunds for all three tickets with *** airlines. The refund
will be completed by the airlines for a total of $3750.45. Refunds may be
delayed due to the unprecedented volume of requests the airline is receiving.On April
26, Mr. received a travel voucher to use with Expedia in the amount of
$863.00 for use at the Hotel *** accepted by Mr. in
lieu of a refund due to the reservation booked as non-refundable. On May 15,
Expedia received a waiver from the property to process a full refund without
penalty to the customer. The refund has since been processed by Expedia for the
amount of $862.81. The travel voucher previously added has been deactivated from
the account.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 17, 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 purchased hotel, flight, and car rental for a trip starting June 3,2020. I also purchased vacation waivers so that I could cancel the trip if needed. When I found out I needed to cancel, the car company refunded our money but the airline and hotel claimed they didn’t promise refunds. Expedia assured me upon purchasing the trip that I would be refunded on everything except the cost of the waiver. Now they deny my claim to the refund. The hotel and airline will only offer vouchers. That is not as advertised and now I’m out $2,200 dollars that I saved for over a year in order to make the trip. I tried to resolve it with Expedia and they refuse any responsibility. When I called the trip insurance Expedia uses they were willing to help me but the itinerary numbers I was provided by Expedia did not bring up and information. I was clearly charged for the vacation waivers, but they will not honor it. Also, I would have contacted them for cancellation sooner but the company refused to respond to travelers that were more than 30 days from the departure date. I would have been working on this a month ago. They’re stalling and holding my money hostage unlawfully.
Expedia.com Response
• Jun 06, 2020
June 6, 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 packaged itineraries. Our records reflect a round-trip fare with United Airlines
departing Denver,
CO to San Diego, CA on June 3, 2020, and returning June 5, 2020 for three
adults on itinerary *** and four on ***. And a
two night stay at the *** San Diego Bayside in a Deluxe Room, as well
as a car reservation with *** Rent A Car and a Expedia Vacation Waiver on
itineraries *** and ***. We
understand Ms. is requesting a refund. On April 1, refunds were processed by Expedia for the car rentals for
a total amount of $405.36. On May 29, refunds were processed by Expedia for the
hotel reservations for a total amount of $928.47. On June 4, refunds were
processed by Expedia for the flight portions with a total refund of $1265.62. The
refund placed for itinerary *** was calculated incorrectly and was
short $15.12. We corrected the refund amount and processed an additional refund
of $15.12 on June 6. All refunds may take 30 business days from the
time they are processed to reflect the original form of payment used due to the
unprecedented volume of travel disruptions caused by the Covid-19 Pandemic. No further
action has been taken as Ms.’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 ZCorporate Correspondence Team
Customer Response
• Jun 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I have received $309 back as a refund out of a total that should add up to approximately $2,200. I do believe that the refunds will slowly start being refunded to my account. I couldn’t have gotten this far without the help of the Revdex.com and my own persistence in this matter.
I made flight reservations through Expedia.com for *** Airlines (*** on April 10 and UA2379 on April 13). My Expedia itinerary number was ***. Due to COVID-19, I wanted to cancel these reservations. However, because of busy telephone customer service center, I could not reach Expedia by phone. Therefore, I contacted directly *** and the reservations were successfully canceled. Then, I could reach Expedia by on-line chat and asked them a refund. In the chat they mentioned "Cha-ching! Your USD 1,713.39 refund is complete." Since almost one month after cancellation I have not received the refund yet.
Expedia.com Response
• Jun 18, 2020
June 18,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from Tatsumasa ***.On July
18, 2019 the customer booked a package for three passengers that included hotel
and flights. The customer canceled the package on July 24, 2019 and received a
refund for the hotel.The airline
tickets were exchanged twice. The last date that they were exchanged was on
October 30, 2019, for roundtrip flights traveling from April 10, 2020 through
April 13, 2020. The flights were canceled again, on March 25, 2020.We
understand that the customer would like a refund. At this time we understand
that the ticket value could be used towards new flights that are purchased by
October 29, 2020, with no change fees. The refund request was passed on for
review and if it is approved we will advise the customer.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate 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.
I re-booked a flight with Air *** through Expedia. At that time Expedia charged me $200 per person in re-booking fees (total $1000 for 5 passengers.) Later Air *** cancelled the flight due to COVID-19 and re-imbursed the ticket costs. They also instructed Expedia to re-imburse the re-booking fees. But, so far Expedia keep ignoring my request to re-imburse the $1000 rebooking fee.
Expedia.com Response
• Jun 19, 2020
June 19, 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 of the exchange fee.
Our records indicate on March 06, 2019, Ms. *** or an authorized user of the Expedia account,
self-booked four round trip flights on Air
*** departing
on June 13, 2020 from Los
Angeles, CA to London, England, UK returning on July 14, 2020 via ***.
We can confirm on May 4, 2019, the customer
contacted our Social Media Team and they advised as per the fare rules, the ticket
is non-refundable and the change fee is $200 per passenger, Customer was advised
the $200 change fee was non-refundable.
On May
6, 2019, the customer reached out to Social Media Team and requested to cancel
their flight reservation. Our
representative advised the customer will have an airline credit that must be
reissued on or before the original ticket date.
On
January 23, 2020, the customer called in to use credit for a new flight. The customer thought the price was too
expensive and decided to explore on his own and call back once decided.
On
January 24, 2020, the customer called in to use his credit and book flights for
June 12, 2020 and return on July 12, 2020. The customer agreed to the new
pricing and Expedia booked the exchange reservation.
Expedia received an email
from Air *** on April 8, 2020, providing a waiver for full refund. Our
representative confirmed the refund and processed in Air *** system for
$4909.39. The customer was sent an emailed
advising to allow eight weeks for the refund to be issued.
After further review on June 19, 2020, Expedia
reviewed the customer Expedia account and confirms during the Social Media Team
conversation on May 4, 2019, Expedia advised the exchange fees were $200.00 per
passenger and advised that they were non-refundable.
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. Air
*** was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above information there is no refund
request that we are able to honor as the exchange fees were non-refundable. We thank you for allowing us the opportunity
to address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had a trip planned to Thailand starting May 15, 2020. Due to current circumstances, we cancelled everything. However, I had book three flights within Thailand, through Expedia. I have tried getting a full refund for the last 10 days, considering *** airways was offering full refunds, due to flight cancellations on their behalf. They told me to contact my travel agent (Expedia), to get my refund. After calling and emailing Expedia over the last 10 days, I have gotten nothing but flight credits that expire and need to be traveled before March 31, 2021! This is ridiculous, as I will not be travelling to Thailand anytime in the future. I have tried everything to get a full refund for my three flights. Expedia has the WORST customer service, and never will I be booking through them again.
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 Ms. *** (Revdex.com case number ***)
regarding a refund.
Our records indicate on January 21, 2020, Ms. or an
authorized user of the Expedia account, self-booked two one way flights on *** Airways departing on May 17, 2020 from ***, Thailand to Chiang Mai, Thailand via ***. April 29, 2020 - Expedia emailed *** Airways asking to have a refund for the reservation.*** Airways emailed Expedia advising they authorize a full refund due to the involuntary suspension of the flight May 7, 2020 – the customer called to follow up. May 8, 2020 – *** Airways tickets are showing refund status.Each ticket has been refunded 81.31CAD, the refund was processed to card ending 8628
Our record indicate on January 21, 2020, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on *** Airways departing on May 19, 2020 from Chiang Mai, Thailand to Krabi, Thailand via *** April 29, 2020 - Expedia emailed *** Airways asking to have a refund for the reservation.*** Airways emailed Expedia advising they authorize a full refund due to the involuntary suspension of the flight May 7, 2020 – the customer called to follow up.Expedia emailed the customer and asked her to call our Customer Service Department to discuss May 13, 2020 – Expedia emailed the customer advising a refund is being processed for 270.62CAD
Our records indicate on January 21, 2020, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on *** Airways departing on May 29, 2020 from Phuket, Thailand to ***, Thailand via *** March 26, 2020 – the customer emailed Expedia. Expedia replied to the email and asked the customer to call our Customer Service Department in regard to cancelling April 29, 2020 - Expedia emailed the customer advising she has a future travel credit of 94.31CAD May 7, 2020 – the customer called to follow up.Expedia emailed *** Airways and they authorized refunding for the reservation May 13, 2020 – Expedia emailed the customer advising a refund is being processed for 270.62CAD
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and the three *** Airways
reservation. *** Airways processed
the following refunds to the original card that was charged Itinerary *** was
refunded on May 8, 2020 81.31CAD per ticket Itinerary *** was
refunded on May 13, 2020 270.62CAD per ticket Itinerary *** was refunded on
May 13, 2020 94.31CAD per ticketPlease note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I had a cruise booked through AARP Expedia travel and in February 14th I cancelled the cruise due to the coronavirus scare I was told I would receive credit in 3 weeks after not receiving that I called them again they said it would be another three weeks the third time we contacted them and they said that we had elected to take a cruise at a later date which is totally incorrect then we were told it was going to be 3 weeks to they don't know how long to get my credit. The cruise that I was scheduled for it was May 2nd through May 9th on the *** panorama the cruise has since been canceled due to corona virus. I still have not received my credit I've spent hours and hours on the phone 10 different people three different case numbers or more and still no credit. Booking number *** Cruise booking #
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her cruise booking under itinerary
***. Please note Expedia serves as a third-party intermediary with
travel providers such as hotels, car rental agencies, cruise lines and airlines
and is subject to the rules and restrictions of those providers. Expedia does
not own, operate or otherwise run cruises. Additionally, Expedia’s Terms of Use, which were agreed to by Ms.
*** at the time of booking, expressly state:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority. On June 22, 2020, Expedia called the *** Cruise Line to
follow up on Ms.’s refund request. We were advised the refund was
triggered for processing, but they could not confirm a specific time it will
reach the guest. They are advising of a 60-90-day processing time from the
original request for this specific booking, which they state was on May 30,
2020. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I would like a full refund of $1704 for our airline tickets (*** Airline). Due to COVID19 Pandemic, we could not travel to our destination, *** and our state was on complete lockdown. Thank you!
Dear Revdex.com,Thank you for taking the time to contact Expedia.co.jp regarding an issue from one of our customers.We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.jp is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.We are responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding the full refund and flight cancellation request due to Covid-19.Upon review, we found that flights have already been cancelled and full refund request of JPY 177,990 has already been placed with airline, once approved the refund would be credited within 8-12 weeks in to the original form of payment.We have also informed the customer about this cancellation via email and trust that this matter is now resolved.Regards,Manish ***Priority Customer Escalations AgentExpedia.co.jp
In January 2020, I purchased two airline tickets through Expedia.com for round trip travel from Boston to Ponte Delgada, ***. Travel dates 6/3/20 (*** Airline) and 6/14 (***). Flight on 6/3 has been cancelled and flight on 6/14 significantly delayed due to Coronavirus. I am requesting a refund in the form of my original payment in accordance with DOT Rule 261. Expedia has provided canned language to me on 3 different occasions and states that they are unaware of this Rule and that I am only entitled to a voucher. I also spoke with *** Airlines who told me that I was absolutely entitled to a refund but because I booked through Expedia, they needed to handle. They will not take phone calls and you can only speak with a virtual agent who pasted the same canned language in the text box. I am extremely disappointed in the dishonesty by Expedia and their lack of willingness to help a customer during this difficult time. I finally got my case elevated to a supervisor who promised to help me and follow up within 48 hours. I received one email from her stating that she was working to contact the airlines and would contact me again on 5/5/20. On 5/5/20, I received an email stating that there was nothing she could do and *** Airlines refused to honor a refund and would only offer a voucher good through 12/31/20. She said she had not heard from *** & was closing my case. This was basically 5 days after she first contacted me. On 5/4/20, I corresponded with *** Airlines who said they would forward my refund request to their Corporate Office but the problem is that I did not book direct with the airline. The woman I spoke with at *** Airlines told me that I was the 3rd person who had called them that day because Expedia was telling them they were not entitled to a refund and to call the airline. The woman at *** said that Expedia understands that we are entitled to a refund & does not know why we are being told this. Thank u
June 19, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number
***) regarding a refund.
Our records indicate on January 19, 2020, Ms. or an authorized user of the Expedia account, self-booked two combined one way flights
with ***-***
Airlines *** departing
on June 3, 2020 from Boston,
MA to Ponta Delgada, *** returning with *** on June 14, 2020, along
with a the
Flight Protection Plan via ***.
We can confirm on April 23, 2020, the customer
spoke with our online team and stated she wanted
a full refund for flights due to DOT. Our representative advised a future flight credit was applicable for
both airlines. Our representative
observed a refund had been requested on the ***-*** Airlines
*** record and advised the *** flight is under normal policy refund minus
180EUR. The base fare is less and our
representative advised the ticket is non-refundable and a future credit applies.
On April 29,
2020, the customer communicated with our online team and request a refund. Our
representative advised per the fare rules and flex policy a future travel credit
is applicable. Our representative advised the *** ticket is refundable
for a fee and the *** ticket is non-refundable. The customer did not accept and advised she
would be contacting the Revdex.com and television.
On May 29, 2020, Expedia submitted a request for refund
for the outbound ***-***
Airlines *** flight. The email
was replied to advising the refund was approved. The refund was processed on May 30, 2020 for
$746.00 to Mastercard ending ***.
On June 7, 2020, Expedia submitted an email to
*** requesting a refund. *** replied with an automatic
response “Thank you for contacting *** - Agency Help Desk. Your
request has been received successfully and will be answered shortly.”
On June 13, 2020, the customer called in to follow up on her case in regards of getting the
refund for the return flight with ***. The customer advised she submitted a complaint with the DOT and ***
and they confirmed a refund was possible. Our representative asked her to send
the email they sent to her. She sent the
email and our representative contacted *** and we are awaiting their response.
From June 6, 2020 through June 13, 2020, there were numerous
emails between the customer and Expedia questioning the status of the refund
for ***.
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and confirms a refund was issued for the ***-*** Airlines *** outbound flight on May 29, 2020
for $746.00. Expedia has emailed ***
*** on June 7, 2020 and inquired on a refund for the flight. To date Expedia has only received an
automatic response from *** and must await their response regarding
the refund. Ms. can contact our
Customer Service Department at 877-227-7481 for any updates regarding the ***
*** email response.
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. ***
International-*** Airlines *** and *** were the operating carriers and
merchants of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Hello I bought a full pack with airtickets and hotel for Egypt for march but one week before as the things were getting bad I decided to cancel my reservation. I got an e mail from expedia saying I ll get the refund for the hotel in Egypt. Since then I sent lots of e mail to both expedia and the hotel but I never got any answer back neither the money.
Expedia Priority Reference Number: *** Dear Revdex.com,This email is in reference to the recent correspondence shared by Ms. ***. We understand that the customer want to have a refund of the hotel booking.Basis our subsequent findings and review, we confirm that a refund of GBP 148.32 was initiated on 09th Mar'20 and it has successfully processed to the original form of payment (*** Card ending with ***. The reference number for the refund is ***. We would advise the customer to contact the bank and check with them about the funds. The customer can share the reference number with the bank so they can locate the funds.We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached. If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Harish SPriority Customer Escalations AgentExpedia.co.uk
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 was suppose to travel to Arizona from May 14-17 for a wedding event and I had to cancel our tickets due to Corona virus. I booked our tickets through expedia and I cancelled through them and instead of getting our money fully refunded, we instead got airline credit from *** Airlines and *** airlines. I dont think that is fair, because we would have been going on this trip and due to the pandemic going on, we have to cancel. Also with ***, when we eventually use the credit, we have to pay a $125 fee first and then can use the remaining amount and that is not fair. I had no control over this trip being cancelled and feel that I should be fully refunded for it.
June 18, 2020Revdex.com ***, 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 combined one-way fare with *** and
*** airlines departing Seattle, WA to Phoenix, AZ on May 14, 2020, and
returning May 17, 2020 for two adults. We
understand Ms. is requesting a refund in lieu of future travel credit.*** airlines
does not allow refunds for the flights, however the airline has allowed the
tickets to remain open for future travel. New travel must be re-booked and completed
by December 31, 2021. Change fees will be waived by the airlines while fare
difference may apply. ***
airlines does not allow refunds for the flights, however the airlines has
allowed the tickets to remain open for future travel. New travel must be
re-booked and completed by May 17, 2021. Change fees will be waived by ***
airlines, while fare difference may apply.We understand that the
customer is dissatisfied with receiving a credit with an airline vs. a full
refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible due to COVID-19, particularly
for flights that are ordinarily non-refundable or limit changes. We recognize
that an airline credit may not be what Ms. was looking for, but know
that these are extraordinary circumstances that travel partners are trying to
work through and Expedia Group must follow the airline policies.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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
Many people in the *** States and around the world have been affected by the policies and complications that come with the use of air travel companies and distributors. In 2018 I had purchased an extensive travel package and insurance through Expedia for four travelers. One of the travelers became pregnant and was considered high risk, therefor she was unable to travel. Though I had purchased the insurance for all travelers she was not allowed a refund through *** Air or *** Airways. They issued her an airline credit that she was unable to use and therefor on this single occurrence they kept her fair of around $800.00 and no service was ever performed.Now here we are today in a world wide crises and I had a trip scheduled for two. *** Airlines cancelled the vital flight out of the *** States and therefor all other flights and hotels had to be cancelled. This time the total is around $3200.00. 2 of 3 hotels issued refunds no questions asked. None of the Airlines are willing to issue a refund and stated I can have a credit that needs to be used by the end of the year. I am a working person that can not take off on holiday when I choose. The airlines and booking agencies know this will be the case for most people and the fact they are able to get away with this is very distasteful and needs to be evaluated as a point of corruption and theft in our society. They have taken thousands from me and I am only one person.In addition there is also the fact that airlines in general receive large amounts of bail out money. It is not the general populations fault that mismanagement of funds and inadequate budgeting has become the standard practice of the airlines and booking agencies. Therefore, I formally propose that any booking agency or airline taking in fares in advance be required to hold the funds in a reserve account to insure the service is actually performed. Refunds should be issued when reasonable on request with no fee during extreme circumstance
June 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.On
September 1, 2020 the customer purchased a package for two people that included
hotel and flights via itinerary ***. They selected five nights for two
nights with the Hotel ***, Portugal, with check in on May 13, 2020,
and check out on May 18, 2020. The flights were roundtrip with *** Airlines
for travel from Denver, CO, USA to Lisbon, Portugal, departing on May 12, 2020
and returning on May 25, 2020. The customer
canceled the items on April 11, 2020. The hotel was nonrefundable with no
changes allowed. The flights were nonrefundable with changes allowed for an
administrative fee. We advocated on behalf of the customer. A full refund was
provided for the hotel rooms. Airlines provided a refund of the airline
tickets. The
customer purchased two nonrefundable, non-changeable rooms with the *** Apartments, for check in on May 23, 2020, and check out
on May 25, 2020, via itinerary ***. Due to the pandemic the hotel
allowed the customer to change the dates of the stay. So that the reservation could
be canceled without having to select new dates, a coupon was offered for future
use at the same hotel with terms and conditions. The customer canceled the
rooms on April 24, 2020 and accepted the coupon. A refund is not available. The
customer booked a package including five nights with the Hotel ***
in Madrid, Spain, checking in on May 18, 2020 and checking out on May 23, 2020,
and combined one way flights, departing with *** Airlines for travel from Lisbon,
Portugal to Madrid, Spain, and returning to Lisbon, Portugal with ***.The hotel
was nonrefundable with changes not allowed. The customer canceled the hotel on
April 14, 2020 with a refund allowed by the property. The flights were
canceled. Based on the refund request in this complaint, we have reached out to
both airlines to see if they might allow a refund. We will advise the customer
via email with any waivers that are received.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: There are several points in this statement that are not correct. September 2020 is not even here yet. How can I book something on a date that has not happened for a date in the past? Second most of the hotels willingly refunded my money. As well as a couple of the airlines. Third it does not address the Europe trip or the fact that airlines coninue to send me back to Expedia for resolution. This response does nothing.
Sincerely
June 26,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments with this complaint.
We are responding to the consumer complaint number *** from *** L.
***.When
items are nonrefundable the standard is that a refund is not provided. In this
case, with the three itineraries for the complaint, all of the vendors provided
goodwill above and beyond the terms that the customer agreed to when the
purchases were completed. The goodwill was not identical because it was what
was available on a case by case basis.Airlines
and hotels normally require that the issuing entity process any transactions
and address any inquiries, and Expedia is the servicing agent in many cases.
Whether the servicing is handled by Expedia or the travel supplier, the terms
and conditions are followed.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:Again, regurgitating info that seems very automated is not a resolution. I realize Expedia may lack the capacity of self accountability or proper communication with the companies in which they provide services through. To re-establish the purpose of this complaint I specify: the fact Expedia sold me useless insurance on my England trip is unacceptable and misleading. The fact that when I contacted the airlines and was told to contact Expedia who refused to answer the phones is unacceptable. The fact that Expedia in some cases sends me back to speak with the airlines who loope me back to Expedia is nonsense.
Sincerely
If you are looking for an overrated, over publicized setup that is totally unaccountable to customers, Expedia is your choice..They are master of procrastination and denials. I am making these statements with proofs..If everything in your travel goes well, no problem. But if you hit a problem - cancellation, delays, change of flights etc and if you expect help (and subsequent compensations for such things) especially after you booked these flights with Expedia, you are in for a BIG surprise.. You will be on your own.. I am a Gold Member on Expedia and I have received nothing but a bunch of lies and excuses from Expedia..Do NOT trust Expedia.
trying to get a travel refund after airline cancelled the flight. Expedia is telling that they can;'t reach the airline after I reach expedia 5 times during 1 week. After that I reach the airline myself and after 5 min the airline told that the refund is approved. Reach back expedia and they told me they are only willing to give me credit flight.
I want to start out by saying I am a nurse on the front lines. My trip was cancelled because of COVID which is understandable. What is not understandable is waiting on hold over an hour a month after your trip had been cancelled by Expedia to be hung up on and no credit received from Expedia or *** airlines. I work hard for my money at the hospital and this is unexceptionable and shameful for both Expedia and *** airlines.
We booked a hotel months ago in OC Maryland for our anniversary at a small B and B... This week expedia sent us an email asking whether or not we needed to cancel and I clicked "yes" as the hotels in Ocean City are still closed except to essential people of which we are not.. We are diabetic so would not even be able to take the chance. They did not ask us to re book just sent us a follow up email stating that due to cancelling we are out our $100 deposit.. This is WRONG.. we did not cancel due to any fault of our own,, they are closed... as well as the town itself except to "local residence" ... This is a lawsuit in the making...
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund. Our records indicate on January 8, 2020, Mr. or an authorized user of the Expedia account,
self-booked a two night stay at ***
*** Bed and Breakfast, checking in May 8, 2020 and checking out on May 10,
2020 via ***
We can confirm from May 6, 2020 through May 7, 2020,multiple email communications were sent from Expedia to the customer and from
the customer to Expedia regarding the cancellation policy of the hotel and
refund. Expedia emailed the customer advising the reservation was non-refundable.
The customer replied advising the reservation was non-refundable and they did
want to cancel, they were advised he city was being closed. The customer
advised he had filed a claim with the state attorney. The customer then advised he filed a Revdex.com
claim.
After further review June 17, 2020, Expedia reviewed
the Expedia account and contacted the property. *** the owner of the property says she will refund the $100 back to the Discover
card and asked to have the customer call her at *** I called the customer but the call went into voice
mail. Sent the customer an email advising
he needs to call the property and they will process the $100 refund.
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 may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. 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
Hotel booked via expedia for trip to london on 4/24/20 was cancelled due to coronavirus. Hotel stated Expedia charged us and they should refund us. I received an email from Expedia stating we would be refunded $1200 for the charge and it refund was being processed on 3/26/20. I have called several times and been assured refund was in process and "to wait a couple of weeks". I have yet to see refund. Have called the credit card company and they have stated there is no refund in process. Due to Coronavirus my husband and I (who were taking the trip) have been laid off. I cannot take any trips as a result and I am still paying the credit card as well as interest charged for that purchase. I have tried several times to as for further assistance as well as using their online chat only to be lied to or even disconnected.
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 Ms. *** (Revdex.com case number ***) regarding a refund.
Our records indicate on January 13, 2020, Ms. or
an authorized user of the Expedia account, self-booked a four night stay at ***
***, checking in April 24, 2020 and checking out on April 28, 2020 via ***. A confirmation email was sent to the email
address on file, it was first opened on January 13, 2020 and reviewed 10 times.
We can confirm on March 26, 2020, the hotel
reservation was cancelled. Expedia placed the cancellation details on the
customer Expedia account and the cancellation details referenced the hotel
rebook US coupon for $1244.30.
From April 14, 2020 through June 11, 2020, the
customer called in numerous times inquiring on her hotel refund. In error a few of our representatives advised
she would be refunded for the hotel reservation. One of our representatives
offered a $50 coupon for the inconvenience and it was accepted. On one of the calls she was advised the reservation
was non-refundable, with no exceptions and advised the refund emails were sent
in error.After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and the reservation that was booked was
non-refundable. The detail of the hotel policy were listed on the
confirmation itinerary. (see attached)
Expedia confirms when the reservation was cancelled
on March 26, 2020 a cancellation email was placed on the customer’s Expedia account,
The cancellation email reference the hotel rebook US coupon. Expedia confirms refund emails were emailed to
the customer in error on multiple occasions, after the cancellation email was
sent. The hotel reservation was booked
as non-refundable. The hotel rebook US coupon
that is on the customer account is for future hotel reservation.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are no able to honor your
refund request. Please accept our
apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity
to address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I booked a trip with flight/hotel/car with insurance to Sacramento in Nov. 2019 for April 24th 2020. Around March 18th my flight was cancelled due to covid-19. Contacted the airline who stated they will issue a refund, but it would have to go through expedia since the trip was purchased through them. I spent several hours on hold trying to talk to an agent with expedia who told me they couldn't help me unless I was traveling within 10 days but told me I can cancel online (cancelation only offered me a voucher for my flight which wasn't even the amount I paid and I much rather get my money back since thats what I was told from ***.) and I was able to cancel the hotel and rental car. On April 15th I chatted with someone who told me that my flight was nonrefundable even though it was cancelled and confirmed refundable by the airline. After several hours she told me I was getting a full refund for my insurance and flight within 7-10 days and to contact affirm which was who I paid my trip through. I contacted them and they said that I'll recieve a notification once they recieve the refund. It is now May 6th no word on my refund. Tried chatting with expedia and they told me to contact affirm. Well affirm can't assist because expedia has to issue the refund. I contacted expedia again and they claimed that it can take 30 days for me to be refunded. *** has already refunded the money to expedia in April. I'm trying to understand why it would take an additional 30 days to refund money that was already refunded.
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 packaged reservation. Our records reflect a round-trip fare with *** Airlines, a
three night stay at the *** Hotel by *** Sacramento ***, a car rental with ***, and the Collision Damage Plan with an
Expedia Vacation Waiver on April 24, 2020 to April 27, 2020 for two adults. We understand Ms. is requesting a refund.On March
13, Ms.
or an authorized user of the Expedia account cancelled the car reservation along
with the collision damage plan and the hotel reservation. The customer received
a complete refund for a total of $528.81. The refunds are currently bank
processing.On April 16, Expedia initiated a refund for the tickets
with *** airlines for a total of $791.54. The refund was processed on May 1, 2020 and is
currently in bank processing. If Ms. has not received the refunds as of yet,
we recommend the customer contact her financial institution to inquire on the
refund timing. 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
On February 25 I booked a vacation through expedia. March 20 I cancelled the vacation well within the time frame to cancel for full refund. I received numerous e-mails and other written correspondence from Expedia that a full refund will be issued. They told me to wait 30 days for refund. When I did not receive a refund I filed a dispute with Chase credit card. Expedia responded to Chase that the charge was valid and they rebilled me the entire cost of the vacation. It is now well past 30 days and I still have not received a refund and have in fact been charged again for this trip. Hours and hours on the phone with Expedia and Chase along with numerous e-mails have gotten me nowhere.
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 25, 2020, Mr. or an
authorized user of the Expedia account, self-booked two round trip flights on
*** departing on May 19, 2020 from Newark,
NJ to Cancun, Quintana Roo, Mexico returning on May 24, 2020 along with a five night stay at *** - Adults Only - All Inclusive and the Vacation Waiver via ***.
We can confirm on March 20, 2020, the customer
cancelled the reservation via electronic communications. Expedia emailed the cancellation email which
advised the airline credit was $1,048.72 ($524.36 per ticket) and an email for
the hotel cancellation advised a refund of $2473.83.
On May 6, 2020,
the customer called in because
he has not received the money back for the flight and the hotel and it has been
30 days from the date he cancelled. Our
representative advised that the refund for the hotel seems to have failed and the
flight is good for a credit. Our
representative explained how the vacation waiver worked and the customer asked
for a Supervisor.
On May 7, 2020, the customer called stating has
not received his money. Our
representative advised the customer that it is between he and his bank and
there is nothing we are able to do. The
customer advised he made the mistake of disputing the charge because he did not
want to wait for his refund. Our
representative reviewed our back office system and had a Supervisor
review. The Supervisor advised that
there was a charge back on the account and we could not process a refund
because of it. A refund of $2473.83 was processed to card ending
0021.
After further review on June 18, 2020, Expedia
reviewed the customer Expedia account and the reservation that was cancelled on
March 20, 2020. Expedia emailed a cancellation email and advised the airline future
flight credit was $1048.72. Mr.
needs to call our Customer Service Department at 877-227-7481 when he is ready
to exchange the *** tickets. Per United’s policy the ticket must be rebooked
and traveled by February 24, 2021. A
cancellation email was also sent for the hotel cancellation, which advised the
refund was $2,473.83. The charge back the
customer filed with his bank caused the initial refund from March 20, 2020 to
fail. The refund was resubmitted on May
7, 2020 and has gone through.
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 may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above we are no able to honor your
refund request. Please accept our
apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity
to address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I have two reservations: (1) originating on March 31, 2020 for which the airline cancelled the flight and was told on their website that travel credit or refunds will be issued to the passengers. However, if the booking through a travel agent then this has to be processed through the agent. In this case, Expedia is the agent. I have tried multiple times to contact Expedia. It is impossible to get and agent on the phone. I am down about $1100 which I feel Expedia is trying to steel.
2) I have second family trip that I booked in January for a trip in August. The applicable airline (website) says that it will offer flexible 24 month travel vouchers or refunds for trips through August. In this case also
I have to process this through Expedia as I purchased the ticket through Expedia. I have tried multiple times, hours and hours to contact Expedia, but I am unable to get through. This purchase was close to $5000. Again, I feel Expedia is demonstrating bad customer service and I am worried is trying to pocket that money too.
I have tried calls for hours and hours on hold, emails and even online agents, but haven’t been able to get through.
When I tried to do this online it says, I need to talk to an agent. This is for my husband’s travel.
June 18,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number .The customer
purchased multi-destination flights for four passengers with Emirates for travel
from Newark, NJ, USA to Athens, Greece, to Colombo, Sri Lanka, and back to
Newark, NJ, via itinerary ***.The leg
from Athens, Greece to Colombo, Sri Lanka had a major schedule change. A refund
was requested. At this time we are unable to process refunds of Emirates
tickets. Due to the unprecedented number of cancelations caused by the
pandemic, the airline is processing their own refunds for now. They have
advised that refund requests are taking a little longer than normal due to the
volume. Once we are advised further by the airline we will make the customer
aware of the outcome.We were
only able to locate one flight in the customers account around the cost noted,
USD $1120.48. Itinerary *** contained a flight for one passenger for
roundtrip travel from Albany, NY, United States to Colombo, Sri Lanka in
December of 2019. The ticket from this itinerary appears to have been used for the
December flights and no changes were found. If there is another itinerary that
the customer needs assistance on, please create a new inquiry for that itinerary
and provide the itinerary number. They may also contact us at 1-800-EXPEDIA, or
1-404-728-8787. Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:The primary itinerary I had concerns on (the multi-destination trip of $4786) hasn’t been resolved yet. I would like to keep this open until I get my full refund and at worse get flight credit for a future trip as indicated by the airline website.
For the second itinerary (March 31 2020 trip Expedia was unable to locate) had been resolved.
Sincerely
June 29, 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 Dr. *** did
not accept our response and/or resolution offered.We have reviewed the documentation/new
information Dr. *** provided to further address her concerns. Per our records, the ticket status for each passenger
shows that it has been refunded for the flights under itinerary ***.
We contacted Emirates to confirm and was advised the tickets have been
processed for refund on June 28. The airline representative mentioned refunds
may take up to 90 business days to reflect due to the unprecedented amount of
requests they are receiving following the Covid-19 pandemic.
No further action has been taken as Dr. ***'s request has been fulfilled. If the customer has any further questions regarding the refund status, she may call our support desk.
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:
While the response indicates that the refund has been processed as of June 28, 2020, I don’t see that in my account yet. I would appreciate keeping this open until I see the refund.
Sincerely
I attempted to contact Expedia.com several times about a refund on a stay we had booked. The hotel agreed to our refund but said we needed to get it through Expedia. My husband and I are both out of work due to COVID-19 and need this refund for our day to day lives. I emailed and called Expedia on 4/18/20. Today (5/6/20) I recieved an email from Expedia.com with THEM cancelling our trip and stating it was non-refundable. I have still had NO contact with them and now cannot do anything as I no longer have an itinerary number. There are hundreds of people on social media commenting that the same thing was done to them. This is not okay. I want to be refunded for the trip.
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***)
regarding a refund. Our records indicate on January 8, 2020, Ms. or an
authorized user of the Expedia account, self-booked a three night stay at *** checking in July 20, 2020 and checking out on July
23, 2020 via ***.
We can confirm on May 6, 2020, the customer called for a refund. Our representative was able to get approval from
the hotel for a 90% and the customer was advised the refund was for $617.25 as
the hotel was penalizing the reservation 10%. The customer was okay with the refund amount.
After
further review on June
17, 2020, Expedia reviewed the Expedia account and confirms a refund of $617.25
was issued on May 6, 2020 back to the Paypal account that was originally
charged.Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. 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-D*** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Due to covid 19 we asked for a refund from support. I called on May 3rd and was told that a full refund would be processed for a hotel that we could not use. Expedia Case number ***. The next day, they emailed and said we would be getting a voucher instead of a refund. I asked very politely in the email for them to stick to their promise of a refund and they refused saying instead that I accepted a voucher. I also want a full refund for the flight as well because it was cancelled by the airline but they said that since we accepted the voucher on the same phone call on May 3rd that we were not entitled to a refund.
The flight voucher and hotel refund were offered to me as a package promise. They have reneged on their promises and will not reply to any calls.
When you call you have to put your itinerary number in and when you do they refuse to answer calls related to it.
June 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
(Revdex.com case number *** regarding a hotel and flight reservation. Our records reflect a round-trip fare with *** Airlines departing Buffalo, NY to
Osaka, Japan on May 12, 2020, and returning May 20, 2020 for three adults on
itinerary *** And a
seven night stay at the Hotel *** checking in May 13,
2020 for three adults on itinerary *** We
understand Mr. is requesting a refund for each itinerary.On May 15,
Expedia initiated refunds for all three tickets with *** airlines. The refund
will be completed by the airlines for a total of $3750.45. Refunds may be
delayed due to the unprecedented volume of requests the airline is receiving.On April
26, Mr. received a travel voucher to use with Expedia in the amount of
$863.00 for use at the Hotel *** accepted by Mr. in
lieu of a refund due to the reservation booked as non-refundable. On May 15,
Expedia received a waiver from the property to process a full refund without
penalty to the customer. The refund has since been processed by Expedia for the
amount of $862.81. The travel voucher previously added has been deactivated from
the account.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 purchased hotel, flight, and car rental for a trip starting June 3,2020. I also purchased vacation waivers so that I could cancel the trip if needed. When I found out I needed to cancel, the car company refunded our money but the airline and hotel claimed they didn’t promise refunds. Expedia assured me upon purchasing the trip that I would be refunded on everything except the cost of the waiver. Now they deny my claim to the refund. The hotel and airline will only offer vouchers. That is not as advertised and now I’m out $2,200 dollars that I saved for over a year in order to make the trip. I tried to resolve it with Expedia and they refuse any responsibility. When I called the trip insurance Expedia uses they were willing to help me but the itinerary numbers I was provided by Expedia did not bring up and information. I was clearly charged for the vacation waivers, but they will not honor it. Also, I would have contacted them for cancellation sooner but the company refused to respond to travelers that were more than 30 days from the departure date. I would have been working on this a month ago. They’re stalling and holding my money hostage unlawfully.
June 6, 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 packaged itineraries. Our records reflect a round-trip fare with United Airlines
departing Denver,
CO to San Diego, CA on June 3, 2020, and returning June 5, 2020 for three
adults on itinerary *** and four on ***. And a
two night stay at the *** San Diego Bayside in a Deluxe Room, as well
as a car reservation with *** Rent A Car and a Expedia Vacation Waiver on
itineraries *** and ***. We
understand Ms. is requesting a refund. On April 1, refunds were processed by Expedia for the car rentals for
a total amount of $405.36. On May 29, refunds were processed by Expedia for the
hotel reservations for a total amount of $928.47. On June 4, refunds were
processed by Expedia for the flight portions with a total refund of $1265.62. The
refund placed for itinerary *** was calculated incorrectly and was
short $15.12. We corrected the refund amount and processed an additional refund
of $15.12 on June 6. All refunds may take 30 business days from the
time they are processed to reflect the original form of payment used due to the
unprecedented volume of travel disruptions caused by the Covid-19 Pandemic. No further
action has been taken as Ms.’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 ZCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I have received $309 back as a refund out of a total that should add up to approximately $2,200. I do believe that the refunds will slowly start being refunded to my account. I couldn’t have gotten this far without the help of the Revdex.com and my own persistence in this matter.
Sincerely
I made flight reservations through Expedia.com for *** Airlines (*** on April 10 and UA2379 on April 13). My Expedia itinerary number was ***. Due to COVID-19, I wanted to cancel these reservations. However, because of busy telephone customer service center, I could not reach Expedia by phone. Therefore, I contacted directly *** and the reservations were successfully canceled. Then, I could reach Expedia by on-line chat and asked them a refund. In the chat they mentioned "Cha-ching! Your USD 1,713.39 refund is complete." Since almost one month after cancellation I have not received the refund yet.
June 18,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from Tatsumasa ***.On July
18, 2019 the customer booked a package for three passengers that included hotel
and flights. The customer canceled the package on July 24, 2019 and received a
refund for the hotel.The airline
tickets were exchanged twice. The last date that they were exchanged was on
October 30, 2019, for roundtrip flights traveling from April 10, 2020 through
April 13, 2020. The flights were canceled again, on March 25, 2020.We
understand that the customer would like a refund. At this time we understand
that the ticket value could be used towards new flights that are purchased by
October 29, 2020, with no change fees. The refund request was passed on for
review and if it is approved we will advise the customer.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise SCorporate 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 re-booked a flight with Air *** through Expedia. At that time Expedia charged me $200 per person in re-booking fees (total $1000 for 5 passengers.) Later Air *** cancelled the flight due to COVID-19 and re-imbursed the ticket costs. They also instructed Expedia to re-imburse the re-booking fees. But, so far Expedia keep ignoring my request to re-imburse the $1000 rebooking fee.
June 19, 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 of the exchange fee.
Our records indicate on March 06, 2019, Ms. *** or an authorized user of the Expedia account,
self-booked four round trip flights on Air
*** departing
on June 13, 2020 from Los
Angeles, CA to London, England, UK returning on July 14, 2020 via ***.
We can confirm on May 4, 2019, the customer
contacted our Social Media Team and they advised as per the fare rules, the ticket
is non-refundable and the change fee is $200 per passenger, Customer was advised
the $200 change fee was non-refundable.
On May
6, 2019, the customer reached out to Social Media Team and requested to cancel
their flight reservation. Our
representative advised the customer will have an airline credit that must be
reissued on or before the original ticket date.
On
January 23, 2020, the customer called in to use credit for a new flight. The customer thought the price was too
expensive and decided to explore on his own and call back once decided.
On
January 24, 2020, the customer called in to use his credit and book flights for
June 12, 2020 and return on July 12, 2020. The customer agreed to the new
pricing and Expedia booked the exchange reservation.
Expedia received an email
from Air *** on April 8, 2020, providing a waiver for full refund. Our
representative confirmed the refund and processed in Air *** system for
$4909.39. The customer was sent an emailed
advising to allow eight weeks for the refund to be issued.
After further review on June 19, 2020, Expedia
reviewed the customer Expedia account and confirms during the Social Media Team
conversation on May 4, 2019, Expedia advised the exchange fees were $200.00 per
passenger and advised that they were non-refundable.
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. Air
*** was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above information there is no refund
request that we are able to honor as the exchange fees were non-refundable. 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