Transaction Date: February 13,220. Transaction Amount: $579.99
Due to the restrictions established by the government of the Argentine Republic with respect to Cobi19 virus since the month of March 2019, no individual or person could enter the territory. This extraordinary measures caused the cancellation of many people who traveled. In this time period of the beginning of the pandemic, no travel company answered the phone. We submitted everything through their website. We never received a response. After many complaints and phone calls they respond and agree to look at the complain. For some reasons this charge continues to be disputed. We also email to the hotel 10 days prior to the trip to informed them the situation of restriction to travel. We do not understand why this charge continuing. In addition, the two reservations contain travel insurance which would cover any type of interruption of the same.
Sincerely
Expedia.com Response
• Aug 23, 2020
August 23,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that his hotel reservation and travel
protection has not been refunded. Our
records indicate that on February 12, 2020, Mr. or an
authorized user of the account booked a travel package to *** Aires, Argentina for travel
March 23 to April 14 2020 online via Expedia.com. The package reservation
included a roundtrip flight departing on March 23, 2020 from Miami, FL to *** Aires, Argentina via *** Argentinas, and
returning April 13, 2020. The package booking also included a 7-night stay at *** Hotel for check in
on March 23, 2020, checking out March 30, 2020 Travel Protection Vacation Waiver. Total cost
of the package was $2,467.49.At the time of completing his booking, Mr. agreed
to our Terms of Use, which expressly provide: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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel 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 fashion.Cancellations or changes
made after 6:00 PM local hotel time, Sunday, March 22, 2020 are subject to a
hotel fee equal to 100% of the total amount paid for the reservation.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on April 1, 2020, Mr. flights
were cancelled due to an airline initiated schedule change. Both tickets have
since been refunded. The hotel reservation and travel protection does not show
cancelled.After further review we can confirm that on July
17, 2020, a $444.00 hotel voucher was applied on customer’s account.And on August 21, 2020, Mr. was advised
over the phone that he currently has a voucher for the amount of his hotel
reservation. The terms and conditions of use of the voucher were also explained
to which Mr. agreed to. Moreover, it was also explained
to the customer that the travel protection purchased remains non-refundable as
coverage began on the trip purchase date, so plan is not considered unused. At
the end of the conversation, Mr. confirmed that he
understood everything and had no further questions. Please note that Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies, and airlines, and is subject to
the rules and restrictions of those providers. We hope Mr. understand
that we must adhere to the rules and regulations of the air carrier and the
hotel, including their cancellation and refund policies.Based on the
above, Mr. has acknowledged receipt of the hotel voucher, and
understood the non-refundability of the travel protection premium. Thank you
for allowing us the opportunity to address the issues that were brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Aida ***Corporate
Correspondence Team
Airline tickets purchased through expedia and no refund after numerous calls, emails or correspondence. Initial response was refund will be made once contact with *** Airlines. Trip date June 13, 2020. Pandemic initiated and no flights were commencing as agreed, therefore cancellation was made by airlines.
Expedia.com Response
• Aug 22, 2020
August 22,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the refund request. We understand
from Ms. ‘s complaint that she has not received the refund for their
unused flight tickets. Our
records indicate that on January 5, 2020, Ms. or an
authorized user of the account booked a travel package to Port of Spain, Trinidad and Tobago with an Expedia
agent. The package reservation included four one-way fares departing on September
30, 2020 to Port of Spain,
Trinidad and Tobago via *** Airlines. The package booking also included a 4-night stay at *** Suites All
Inclusive for check in on June 14, 2020, checking out June 18, 2020. Total cost
of the package was $3,522.04.At the time of completing his booking
with our agent, Ms. agreed
to our Terms of Use, which expressly provide: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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel 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 fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 1, 2020, Ms. called in to
request a refund for their flight tickets due to flight cancellation. On the same day, a refund request email was
sent to *** Airlines.
Also on the same day, a refund of $1,941.28 was processed on Ms. account. The refund was for the unused hotel reservation. The following day, June 2, 2020, an email was received from *** Airlines stating customer can either get a future travel credit or a refund. Refunds
usually take 21 to 30 business days to get processed. The following day, June
3, 2020, Ms. was notified via email about the options
and refund timeline provided by *** Airlines.And on June 10, 2020 , another email was sent to *** Airlines requesting to process
the refund for the unused tickets per customer’s request. An acknowledgment email
was received from the
airline on June 13, 2020. The email also
mentioned that the refund request will
be forwarded to the airline refund department to initiate a full refund. On the
same day, Ms. was notified of the update via email. On July 4, 2020, a refund follow up email
was received from Ms.. On the same day,
a follow up email was also sent to *** Airlines. Ms. was also notified via email that the
airline’s refund department is currently experiencing delays in processing refunds
due to the higher than normal volume of request. Also on July 16 and July 31, refund
follow up emails were received from Ms. Marsh. The customer was
then notified via email on both days that she will be informed once an update
has been received. After further review we can confirm that on
August 22, 2020, *** Airlines representative confirmed that customer’s refund is still pending. The agent
advised that their refund department is currently experiencing a lot of delays
in processing refunds due to the influx of requests. The agent also advised
that customer can follow up after two weeks, if no refund has been received. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. Caribbean
Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. We hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies. Based on the above, Ms. tickets are pending refund with *** Airlines. During this time most flight refunds are
issued within 12 weeks. Some refunds could take a bit longer, depending on the
airline. Thank you for allowing us the opportunity to address the issues that
were brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Aida ***Corporate
Correspondence Team
I booked a one night stay at *** via Expedia. Immediately after booking I noticed it was at a wrong location. I canceled within seconds and Called *** for refund. They said Expedia should call them for refund. I submitted a claim for refund at Expedia but Expedia did not act properly and effectively to seek my refund. They replied to me after a week that my refund claim was declined.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on July 28, 2020 via the Expedia.com mobile application for arrival on July 28, 2020 and departure on July 29, 2020. At the time of booking, the customer agreed to the following cancellation policy:This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.This reservation was booked as a pay later reservation. This indicates the hotel collects the funds and Expedia does not have any funds for the booking. Customer care was not able to obtain a refund approval from the hotel. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Based on my research, the hotel has reported the customer was not billed for this reservation. If the customer disagrees with this statement, they will need to contact the hotel using the contact information on the confirmation or creating a dispute with their financial institution. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia.com Team
They have done close to nothing for Americans currently banned to the EU during this phase of the Coronovirus. The only response and result I get is that it isn't within the policies of the hotel. The policies of the EU should outweigh the decisions of a hotel, Americans are barred from entering the EU. Give me a refund or I will continue to blast Expedia.com for years to come. 0 stars if I could. Booked and tried to cancel or reschedule do to new news from the EU that Americans are banned from entering the EU. The only response I get is a generic not within the hotel policies. On top of that I am coming from a coronavirus hotbed, the only choice they gave me was to go and spread a dieses.
Now, once I got another hotel to agree to a change of dates, Expedia is dragging out the results. They keep emailing me and nothing being done. I would just prefer a refund and not have to work with this company anymore.
Expedia account under ***
Hotel ***, Paris
Aug 10 - Aug 12 • Itinerary # ***
*** Dubrovnik
Jul 28 - Jul 30 • Itinerary # ***
I would like a full refund for both of these hotels. I submitted a Revdex.com complaint already but it notes that they couldn't find the account and I couldn't reply back to the email. I have lost even more on expedia, but I just want to cut my losses retrieve these 2 hotels and cut my ties to this company.
Expedia.com Response
• Aug 10, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that the customer's first reservation at *** was created on April 12, 2020 via the Expedia website for arrival on July 28, 2020 and departure on July 30, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.I can confirm that the customer's second reservation at Hotel *** was created on April 12, 2020 via the Expedia website for arrival on August 10, 2020 and departure on August 12, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.From June 13, 2020 through August 02, 2020 the customer was in touch with our customer care team about a refund for their reservations. Regrettably, we were unable to obtain approval from the hotel for a refund for either of the customer's bookings. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.Thank you for bringing this matter to our attention and allowing us a chance for resolution. The Expedia Team
Customer Response
• Aug 13, 2020
This is stolen money in an epidemic. I reject the claim and hope everyone there gets covid.
I had booked a flight to Key West FL for May 2 using my AMEX / *** card the offered hotels thru Expedia and I would get extra *** points. Well COVID happened. Stay at home orders and they closed Key West and I actually called the hotel during this whole process and confirmed they had closed the hotel during that time as well. So no getting to Key West and no hotel, Meanwhile I had cancelled flights, car and hotel. Two out of the three hotels refunded my money within a month. I have been working with AMEX to get the other hotel refunded from Expedia for 392.55. I filed 2 disputes with AMEX and they are telling me Expedia will not refund because the hotel booking was non refundable. Amex says they cannot help me. It is bizarre to me that they closed down Key west and the hotel and because Expedia is saying the booking was non refundable they will not give me my money back. I need help, this pandemic has made everybody crazy but non refundable should not apply during COVID. There was no way I could get into Key west or this hotel. I would have loved to have gone to Florida in May. Can you please help!
Expedia.com Response
• Aug 14, 2020
Hello Revdex.com,
I am pleased to provide assistance with case # ***. Below are the findings and resolution for the case:
Customer Complaint:
The customer is asking for a full refund as they were unable to travel due to COVID-19. The customer claimed they had disputed the charges and the dispute was denied for itinerary *** for ***
Findings:
Upon review of the booking details, we found no prior contact from the customer regarding this reservation. We were able to confirm that the customer had disputed the charges and the dispute was in our favor.
Resolution:
We reached out to the hotel who advised the hotel was closed during the customer's travel dates, and as such, they approved a full waiver for the reservation. We issued a full refund in the amount of 392.55 USD on August 14th, 2020. Due to an unprecedented volume of travel disruptions, refunds may take up to 30 days to process and return to the form of payment, used at the time of booking.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Booked a vacation through Expedia which was cancelled due to the Covid 19 outbreak. Expedia refused to refund deposits.
I am writing regarding a concern I have about Expedia.com. Back in April/May I had a two week southern California vacation planned through Expedia, flying into Palm Springs, CA with 9 different motels booked since I was travelled to different parts of the state. When the virus hit Palm Springs enacted a travel ban, airline cancelled my flight and the first motel also cancelled. With the national health crisis I felt it best to cancel the rest of the trip. Could not get a Expedia representative on the phone so cancelled the remaining motels with Expedia on their website, following their guidelines.
Have not received refunds from four motels totaling $390.04. Spoke to the motels-they did not charge my credit card, Expedia did. They explained to be that Expedia holds the money until I check in then releases it to the motels.
My concern is Expedia is defrauding people by not refunding their money through a loop hole saying the motel room was non-refundable when the motels never received my money. After I started talking to Expedia they also use the excuse the motel denied the refund. Talking to the motels they informed me they DID NOT deny the refund that Expedia is known to do this many times.
After many, many emails and many very long telephone conversations with Expedia three refunds have begun processing. Have not seen the refunds of my credit card yet. The fourth Expedia denied and saying the motel denied the refund. *** motel told me they need Expedia to issue a vitual card for my reservation so *** motel can refund my money. So far Expedia has refused to do this.
So my concern is Expedia has done this to me and the only reason I have made some progress is spending a lot of my time on the phone. If Expedia tried to keep my $390 how many others have been defrauded by them and gave up after Expedia told them that the room was non-refundable? Expedia is sitting on a ton of money that doesn't belong to them.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings:There are four reservations for this customer. I can confirm that the reservation made for *** by *** was created on January 13, 2020 for arrival on May 1, 2020 and departure on May 3, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Customer care was able to obtain approval for a refund in the amount of 89.10 USD the refund was issued on July 29, 2020. However the refund failed, due to the customer disputing the charges with their financial institution. We would need a discharge from the back showing the customer lost their dispute to reissue the refund. In addition, we also adjusted your 944.00 Expedia Rewards points back to your account and it will take 24 hours.I can confirm that the reservation made for *** was created on January 13, 2020 for arrival on May 4, 2020 and departure on May 5, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 83.29 USD the refund was issued on July 29, 2020. However, the refund failed, due to the customer disputing the charges with their financial institution. We would need a discharge from the back showing the customer lost their dispute to reissue the refund. In addition, we also adjusted your 1.00 Expedia Rewards points back to your account and it will take 24 hours.I can confirm that the reservation made for *** was created on January 16, 2020 for arrival on May 5, 2020 and departure on May 7, 2020. At the time of booking, the customer agreed to the following cancellation policy:Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 144.50 USD the refund was issued on July 29, 2020. However the refund failed, due to the customer disputing the charges with their financial institution. We would need a discharge from the back showing the customer lost their dispute to reissue the refund. I can confirm that the reservation made for *** was created on January 16, 2020 for arrival on May 7, 2020 and departure on May 8, 2020. At the time of booking, the customer agreed to the following cancellation policy:Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.As a courtesy to the guest we reached out to the property to try an obtain a refund. Unfortunately; the hotel denied our request, and the penalty will apply for this booking. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.The customer would need to submit the discharge from their financial institution for the failed refunds to proceed further action on the above mentioned bookings. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Customer Relations Specialist
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because: *** told me they are NOT denying the refund. Expedia refuses to cooperate.
We have attempted to cancel this reservation and were told by a female customer representative that if there was any change in the reservation we would be eligible for a refund. We accepted this information. Our reservation was changed slightly - giving us the idea that we would qualify for a refund. We spoke to a gentleman who said that the reservation change was not eligible for a refund. We explained that we were told by the first customer service representative we would be given a refund no matter what the change was as long as there was a change. We asked to speak to a supervisor who explained they would investigate, and listen to the call and if this information was provided to us they would honor the refund. We were called by a corporate customer representative today who said these two employees provided false information and would not be giving us a refund. I explained my frustration that two separate employees have basically lied to us about getting a refund and now nothing has been resolved. He explained that disciplinary action would be taken against these two for providing false information. I explained I would be filing a complaint. This individual did not provide any sort of solution for my issue - it is not about the refund at this point it is the principal of the situation.
Expedia.com Response
• Aug 18, 2020
August 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. We
understand that Mr. is requesting a refund for the flight
reservations.
Our records indicate on June 3, 2020, Mr. or
an authorized user of the account self-booked two roundtrip flights on *** Airlines departing on September 3, 2020
from Denver, CO to Miami,
FL, returning on September 6, 2020, via ***.
We can confirm
on July 20, 2020, the customer communicated with our online CHAT. CHAT advised *** Airlines will honor a future travel credit for $153.70 per ticket. New travel will have to booked by June 4, 2021.
*** Airlines is waiving the change fee but any difference on price would be
the customer responsibility.
From August 2, 2020 through August 5,
2020, there were numerous communications between the customer and Expedia about
cancelling the flight and receiving a refund. Expedia advised the customer that the reservation could not be refunded
based on the minor airline schedule change per *** Airline’s policy. Expedia also advised the customer that Expedia
could not offer compensation since it was stated the wrong information had been
given regarding any changes being made to the reservation.
After further review on August 18, 2020, Expedia verified the
original reservation was booked as non-refundable. The
reservation remains active and must be cancelled prior to the departure of the
outbound flight on September 3, 2020. If
the reservation is not cancelled prior to the outbound flight on September 3,
2020, the reservation would be a loss of value. The original reservation was non-refundable 24 hours after booking. If the reservation is canceled as of the date
of this letter *** Airline COVID-19 policy allows for a future travel credit, exchange fee would
be waived, and new tickets must be reissued/rebooked and traveled on by December 31, 2021.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** Airline 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. Additionally, at the time of his booking Mr.
*** accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel 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 fashion.Our 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 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.
Based on above we are not able to honor your request for a
refund. 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, Di-Di
*** Corporate Correspondence Team
In November of 2019 we purchased vacation package through expedia to travel to Cancun, Mexico. As you can imagine like many we were to leave on Monday and the *** States Government and Mexico closed the borders so we could no longer go. After staying on hold repeatedly for over 7 hours I was able to get some of our flights comped as I am unsure still to this day if that has been resolved.
In regards to the hotel stay they were contacting the hotel to refund and to this day they continue to say this. The hotel on their website stated to guests that had stays booked that they would be refunding stays. To this day, which it has been months they continue to say the same thing.
June 23, 2020
Dear ***,
We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis. Given the evolving travel environment, we continue working with our airline partners on certain aspects of their policies with the goal of simplifying the process of using your airline credit.
Here is a summary of what we know right now:
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• The original itinerary number is ***.
• Expedia confirmed, with our airline partner, that any applicable change fees on this airline reservation would be waived.
Other helpful information:
• The airlines are setting the policies for how you can redeem your airline credit.
• Each airline credit is in the original traveler’s name; airline credits cannot be combined or transferred to another person.
• Airline credits must be used for air travel, including taxes and fees, with the airline that originally issued the ticket. Airline credits cannot be used for ancillary services.
Here’s what we’re still working to find out:
• Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit.
• Any additional terms and conditions attached to your flight credit.
We will continue communicating with you via email when we have further details about your airline credit. We will also keep this page updated with the latest information. Please ensure you review information in the COVID-19 section as it will be the information that is most relevant to your itinerary noted above.
All of us at Expedia value you and are grateful for your business. We hope you and your families stay safe and healthy. And when you are ready to travel again, we'll be here, ready to serve you.
Sincerely,
The Expedia Travel Team
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Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Inbox
x
*** <***>
Sat, Mar 21, 4:46 PM
to travel
Good afternoon, to whom it may concern, I am asking for a refund of my money I paid for my hotel as the mexico border is closed and we are not able to stay are the hotel.
Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
Justine
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 21, 2020 2:47:42 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good afternoon, to whom it may concern, I am asking for a refund of my
money I paid for my hotel as the mexico border is closed and we are not
able to stay are the hotel.
Thanks,
***
>
*** <***>
Thu, Mar 26, 5:40 PM
to travel
Justine, thank you for taking the time to let me know about this.
Pleased be advised that we were unable to get through to *** Cancun - All Inclusive and we have sent these case to our offline team to follow up in the next 4 weeks.
Thank you for choosing Expedia.
Marvs
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 26, 2020 3:41:18 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Justine, thank you for taking the time to let me know about this.
Take care,
***
On Thu, Mar 26, 2020 at 2:32 PM wrote:
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
>
> We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
>
> Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
>
>
> Justine
> Expedia Customer Service Team
>
> -----Original Message-----
> From: ***
*** <***>
Mon, Apr 20, 7:01 PM
to travel
Justine, I hope you are well. Just checking to see an update on this situation. Again prefer a refund or a credit for resort as we plan on going when we hope later this year.
Also Expedia continues to send me emails to review
Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
Thank you for choosing Expedia as your travel partner.
Chris
Expedia Customer Service Team
*** <***>
Sun, May 10, 10:09 AM
to travel
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thank you for contacting Expedia regarding your request to obtain a refund under itinerary ***.
Currently, we’re receiving more emails than expected and the response time may be delayed. Our record shows that one of our customer representative already coordinating your refund request with *** Cancun - All Inclusive. We will keep you posted once we receive a response from the hotel.
We values your time and we appreciate your patience regarding this matter.
Mark
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: May 10, 2020 8:09:28 AM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thanks,
***
On Mon, Apr 20, 2020 at 7:09 PM wrote:
>
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
>
> We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
>
> Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
>
> For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
>
> Thank you for choosing Expedia as your travel partner.
>
> Chris
> Expedia Customer Service Team
Thank you for looking into this matter
Expedia.com Response
• Aug 23, 2020
August 23, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint 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 his package booking. We understand the customer is requesting a refund in the amount of $3228.04.
Our records indicate that on November 27, 2019 , the customer, or an authorized user of the Expedia account, self-booked a package for two travelers for March 24, 2020 for 8 nights. The booking consisted of two one ways fares from Appleton, WI to Cancun, Quintana Roo, Mexico on *** Air Lines and the return on *** Airways, staying at *** Cancun - All Inclusive, with *** Share Shuttle for a grand total of $3217.67.
Upon review, on March 18, 2020, both the outbound and return flights were canceled and an email was sent to Mr. *** with the airline travel credit information for each passenger. On March 19, 2020 Mr. *** contacted Expedia to request a refund for the hotel portion of his package and the shuttle service, the shuttle was canceled and a full refund in the amount of $20.80 was processed. Expedia was not able to reach *** Cancun - All Inclusive during the initial phone call. Expedia contacted the customer via email to advise that the hotel had denied the refund request.
Upon further review, Mr. *** replied to Expedia on March 20, 2020 to inform Expedia that the hotel was honoring refunds. On March 26, 2020, Expedia replied to Mr. *** to apologize for the delay and Mr. *** replied. On March 28, 2020 Expedia emailed Mr. *** to advise that his case was sent to the offline team and he would receive a follow-up in the next four weeks. An email was sent to the hotel to request another refund or credit. On May 10, 2020 Mr. *** contacted Expedia via email to follow up, and as of today August 23, 2020 the *** Cancun - All Inclusive has not replied to our request. I attempted to contact *** Cancun - All Inclusive with no success, the only option was to send them another email request. I can follow up with Mr. *** once I receive or can make contact with someone from the hotel.
We understand that Mr. *** has been patiently waiting for a refund and has reached out to Expedia on numerous occasions. Please be advised that without the approval from *** Cancun - All Inclusive, Expedia is not able to process a refund as we have to follow our travel partners policies.
In reference to both airlines we follow the policies of our partners, so any credit, refund or change is determined by the travel provider. We understand that Mr. *** may be dissatisfied with receiving 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 during COVID-19. We recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. We are not able to provide a refund as requested by Mr. *** for the *** and *** Airline tickets.
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.
Good morning,
I purchased a vacation package back in February 2020 for a vacation in June 2020, this package included airline travel, transportation travel, hotel resort stay, and travel insurance. In May the trip was cancelled by the resort due to COVID-19. I got my money back from the resort, airline, and ground transportation, without having to utilize the trip insurance. I reached out to Expedia on May 9th and was instructed to contact AIG the insurance company about a rain check or a refund for my travel insurance. I had to wait a month to hear back from AIG, but failed to hear anything back as they said they were backed up due to covid-19. Another request was submitted pertaining to refund or rain check from AIG. Eventually I heard back from AIG on July 20th saying since the insurance was purchased through Expedia I would had to reach out to Expedia. I reached out to Expedia and asked about changing the insurance date as to when I am able to go on our vacation. Expedia stated since it had been over 15 days I couldn’t get a refund, I stated I didn’t want a refund but wanted to change the insurance usage date. Expedia said that they wouldn’t allow for a refund or raincheck, or change the date and that the money I spent for the travel insurance was just now lost. I would like to change the travel insurance dates or refund, since this cancellation was done due to no fault of our own. The travel insurance policy number is *** Thanks
Expedia.com Response
• Aug 18, 2020
August 18, 2020
Revdex.comAlaska, 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 Mr. *** (Revdex.com case number ***) regarding his travel insurance. We understand the customer is requesting a refund of Travel Protection Vacation Waiver.
Our records indicate the on February 4, 2020, the customer, or an authorized user of the Expedia account, booked a package for four passengers with an Expedia agent, under itinerary ***. The booking included a Combined One Way Fare with *** Airlines from Tucson, AZ, to Cancun, Quintana Roo, departing on June 9, 2020, a Combined One Way Fare with *** from Cancun, Quintana Roo, to Tucson, AZ, departing on June 16, 2020, Two non-refundable Rooms, Junior Suite Standard NRF, at *** All Inclusive for June 9-June 16, 2020, Travel Protection Vacation Waiver and Private Ride: Cancun Airport (CUN).
Upon review, on March 14, 2020, Mr. called in to cancel the hotel and the private shuttle portion of the booking for a full refund. Mr. was issued a full refund for the private shuttle and the hotel was contacted for the hotel portion as it does not qualify for a refund.
Upon further review, the customer was issued a full refund for the hotel, flight and shuttle service.
Please be advised there are no recorded attempts from Mr. to contact us requesting a refund for the insurance and based on the insurance policy, we are unable to honor the customer’s request for a refund.
The insurance Mr. purchased was effective from the date of purchase through the date your trip was cancelled. Insurance was refundable within 15 days after purchase.
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,
Monica ***
Corporate Correspondence Team
Customer Response
• Aug 19, 2020
Complaint: ***
I am rejecting this response because: The information provided in response by Expedia is inaccurate. May trip was cancelled on May 11, when the resort reported that they were closed for the month of June due to covid 19 (please see attached email from Expedia reporting this). *** Airlines provided me with a refund. I paid for a service (trip) and this was not provided, as the resort had shut due to no fault on my own. On May 30th I reached back inquiring about my travel insurance and asking for to use it at a later date when I take my vacation, or provide a refund. The worker at Expedia told me to contact AIG about by refund for the travel insurance, (so the worker at Expedia provided incorrect information). I did reach out to AIG (see attached email). They said to give them 15 to 20 business days. I want for this duration and never heard anything back. I reached back out to AIG and the put in another claim (see attached email). After not hearing anything back I again to Expedia and AIG said that Expedia had to provide the rain-check or refund for my travel insurance while Expedia kept saying that AIG had to provide the refund (see attached email). I reached out to Expedia for the fourth time now about a my travel insurance rain-check or refund. I spoke with a worker for about 20 minutes that didn't understand my request, so I spoke with someone at the cooperate office. After being on hold for an hour I was finally able to speak with someone. They stated I couldn't get a refund because the time had passed. Expedia provided inaccurate information about getting a refund in addition I paid for a service/product and didn't get them due to Covid 19. In addition the persons in the party that booked the trip with me, were able to get refunds for everything, the resort, airline tickets, transportation, and travel insurance. The response that Expedia was completely inaccurate and false, as numerous attempts were made to address this issue.
Sincerely
Expedia.com Response
• Aug 20, 2020
Complaint DepartmentRE: Expedia Case # ***)Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear *** did not accept our response.
The insurance you purchased was effective from the date of purchase through the date your trip was cancelled. Insurance was refundable within 15 days after purchase.
We 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,Monica ***Corporate Correspondence Team
Customer Response
• Aug 21, 2020
Complaint: ***
I am rejecting this response because: The first repose made allegations were inaccurate which I highlighted in my response They just responded with the same information from there first response.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My husband and I booked a trip to Ireland for may and puchased insurance. I received refund on my car rental, and hotels and a refund for the insurance itself. I should have received a refund but they I received an email regarding that I will have a credit instead. I called and waiting on hold for 1 hr 30 minutes to get someone to help me make a reservation. They transferred me to someone else and then I was disconnected. I called back again and they told me they do not have dates into may at this time but to check back. I decided to reach out on Chat hoping to have better luck but I was disconnected multiple times. And today when I finally got someone on chat for 2 hours trying to schedule something he told me that I would have to book by 8/1/2020?? Seriously? My email of my credit does not mention anywhere of a deadline date. When I was on the phone they told me I had a year. So now what I am out $1600?? My husband and I saved for a long time to book our dream vacation and this is what I get? Especially during this COVID pandemic? I want my money back or to reschedule my trip and not have to wait on hold for 2 hours to still not be helped.
Expedia.com Response
• Aug 19, 2020
August 19, 2020
Revdex.comAlaska, 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 Mrs. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund or a future travel credit (FTC) with ***.
Our records indicate the on January 24, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included a Round trip Fare with *** from Boise, ID, to Dublin, Ireland, departing on May 18, 2020 and returning on May 28, 2020, *** Car Rental, Economy 4/5Door Car, Travel Protection Flight Protection Plan and Travel Protection Collision Damage Plan.
Upon review, on *** 23, 2020 , an airline-initiated schedule change occurred on the outbound and returning flight, which resulted in the original flight cancelled. Mrs. cancelled car rental and car insurance online for a full refund.
Upon further review, on June 25, 2020 Mrs. called Expedia and wanted to use Future Travel Credit (FTC) however the dates requested were not available for agent to book.
On July 22, 2020 Mrs. contacted Expedia via chat, the agent provide availability and amount due but the Mrs. decline and stopped responding.
On August 3, 2020 Mrs. contacted Expedia via chat requesting to use FTC. The agent called *** and was advised FTC lost because customer did not reissue ticket before August 1, 2020. Mrs. left chat, agent called customer and unable to reach. Mrs. called back into chat and was advised FTC lost, customer upset and disconnected chat.
On August 10, 2020 The agent working case called *** to request an exception for flights. The agent was advised to send an email and *** responded with waiver code. The agent processed refund and sent email to Mrs. to advise of refund.
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.
Expedia will not release an approved refund to me because it was initially disputed with my bank. The dispute was closed with the bank and Expedia will not process the refund. All the required documentation has been sent to Expedia showing the dispute was closed with the bank. They are denying my request for a refund.
Expedia.com Response
• Aug 19, 2020
August 19, 2020
Revdex.comAlaska, 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 Mrs. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for *** Island- All Inclusive- Adults Only, *** Island.
Our records indicate the on January 21, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included a Round trip Fare with *** Airways from New York, NY, to Nassau, Bahamas, departing on March 29, 2020 and returning April 1, 2020 and a non-refundable Room, Island View - Double Double Adults Only, at *** Island- All Inclusive- Adults Only, for march 29-April 1, 2020.
Upon review, on March 19, 2020, an airline-initiated schedule change occurred, which resulted in the original flight being cancelled. On March 23, 2020, the hotel portion of the reservation was cancelled.
Upon further review, July 22, 2020, Mrs. called Expedia requesting a refund as they are unable to travel. The agent sent email to the hotel requesting a refund. On July 23, 2020, Mrs. called Expedia requesting a refund. The agent called hotel and was able to get approval for a full refund. The refund cancelled due to the Mrs. has raised a chargeback request and will receive the funds from their bank.
On July 31, 2020, Mrs. called Expedia to follow up on refund as Mrs. has not received it yet. Mrs. was advised refund declined due to chargeback, Mrs. states cancelled dispute with bank.
Between August 2 and August 8, 2020 Mrs. called in requesting to speak with the corporate office about the hotel refund.
Please be advised that we have reached out to the chargeback department, we are unable to honor the customer’s request to refund the *** Island- All Inclusive- Adults Only, *** Island. Any further questions regarding the hotel refund will need to be directed to Mrs. bank.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you haveany further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia has been awful to work with. I will never book another flight with them again. Half the time when trying to speak to their customer service I was disconnected and not given a call back. Further, they do not do a good job of advocating for you when trying to get a refund for a flight but rather claim they cannot do anything outside of a credit.
My husband and I booked 2 roundtrip tickets to Hawaii for the period of 5/25/2020 - 5/30/2020. We found the cheapest tickets we could find which were marked non-refundable with every intention to fly there for our second honeymoon. However, due to COVID-19, the governor of Hawaii prohibited visitors to fly there. All the activities that we booked got cancelled. We had no choice but to cancel the flight. The hotel that we booked was also non-refundable but they were considerate enough and gave us a refund. Expedia.com continued to refuse to give us our money back for the flight and instead gave us airline credit. Due to financial hardship caused by our increased expenses due to the pandemic and not to mention our safety, we cannot afford to fly in the next 2 years. We recently got married and we are about to start a family. We do not need airline credit. We want our money back.
Expedia.com Response
• Aug 21, 2020
August 21, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mrs. (Revdex.com case number ***) regarding her package reservation. Our records indicate that on March 2, 2020, Mrs., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s mobile site, under itinerary ***. A Round trip fare with *** Airlines, from San Francisco, CA to Honolulu, HI, departing on May 25, 2020, and returning on May 30, 2020. A refundable room, 1 King Bed, Oceanfront non-smoking at ***, in Honolulu, Hi for May 25-30. A car rental with *** Car Rental for a midsize SUV in Honolulu, HI. This included a Travel Protection Collision Damage Plan.Upon review, on March 30, 2020, we processed a full refund for the car and car insurance.On April 10, 2020, Mrs., cancelled her flight and hotel using the self-service cancellation tool on the website. We can confirm the refund for the hotel was issued on the same day, by Expedia, and was deposited to the customer's financial institution.As for the flight reservation, however, *** Airlines was the operating carrier on this itinerary. *** Airlines has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations. *** Airlines is waiving the change fees but fare difference may apply. Thus, Expedia has provided Mrs. a flight credit with *** Airlines.During the booking process of the reservation, Mrs. agreed to Expedia’s Terms of Use, which states the following:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We understand that Mrs. 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. Based on the above information, Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Thank you, Victor ***Corporate Correspondence Team
Customer Response
• Aug 21, 2020
Complaint: ***
I am rejecting this response because: I contacted *** Airlines and they mentioned that if I booked through a travel agency, any changes or refunds will need to be processed through that agency. Therefore, Expedia will need to be the one to work with the airlines to grant the passengers the requested refund.
Sincerely
Expedia.com Response
• Aug 22, 2020
August 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mrs. (Revdex.com case number ***). We regret to hear she did not accept our response.We have reviewed the information Mrs. provided to further address her concerns.We have contacted *** Airlines on behalf of Mrs. regarding the refund request. *** Airlines has informed us Mrs. does not qualify for a refund. However, the airline is providing a flight credit. *** Airlines is waiving the change fees, but fare difference may apply.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the operating carrier on this itinerary. We hope you understand we must adhere to the policies dictated by the suppliers. During the booking process of the reservation, Mrs. agreed to Expedia’s Terms of Use, which states the following: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.While we regret the customer’s experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. 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. Thank you, Victor ***Corporate Correspondence Team
Customer Response
• Aug 26, 2020
Complaint: ***
This is to respond to Mr. Victor *** claim on his 8/21/2020 note that
I self-booked a package with a "refundable room, 1 King Bed, Oceanfront
non-smoking at ***, in Honolulu, Hi for May 25-30."
Attached is a copy of my hotel reservation confirmation email which
explicitly said that "This reservation is non-refundable and cannot be
canceled or changed."
Therefore, this insistence (from every customer representative that I spoke
to from Expedia - via chat, email and now Mr.) that the refund for my
hotel room was processed because my hotel was "refundable" had
been nothing but a complete lie. It was a NON-REFUNDABLE room. However, the hotel was just more gracious and understanding that my
cancellation was of no fault of my own and that my money was not theirs to keep.
I do not consider this resolved because an airline credit will be of no use to us as long as the pandemic persists and the virus continues to pose a threat to our health. I regret booking with Expedia for its poor customer service, false claims, refusal to take accountability, insensitivity to customers' situations and inability to work
with the airline to give money back to the customers who had to cancel their flights because they had no other choice.
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
After booking a hotel back in March 2020 the corona virus forced everything to shutdown. I called within 24 hours to cancel but I had a hard time getting through to customer support. When I did they said their system was down call back in 4 hours. I kept calling for a month and I was told the same thing and I was told someone would call me back. I of course never received a call back. When I tried to dispute this with my credit card company they told them I never called Expedia. Expedia gave me a voucher to use to make up for it but it never worked and they said they don't know why. Do not use this website.
I bought 4 tickets with Expedia to travel form Houston to Cozumel from 05/30/20 to 06/06/20. The trip was cancel due to Covid Pandemic and offer to reschedule my trip since they can only give us a credit for each ticket an the total amount was $ 1258.76 for 4 tkts. The airline *** has cancel all their international flights and it’s impossible for us to booked a trip. I asked for a refund since they can not comply with their service. They keep saying all they can do is give us a credit that en reality we can’t use since their is no international flights. I asked for Revdex.com to help me resolved this matter.
*** confirmation: *** Expedía:
Expedia.com Response
• Aug 18, 2020
August 18, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting full refund of $1,297.98 instead of a future travel credit.
Our records indicate that on September 5, 2020, Mrs., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s
website, under itinerary *** for four travelers. Departure on *** Airlines from Houston, TX, United States, to Cozumel, Quintana Roo,
Mexico on May 30, 2020 and returning on June 6, 2020.
When researching this matter we were able to verify that on May 12, 2020, Mrs. called to cancel her reservation. *** Airlines ticket policy
advised of a future travel credit and denied the refund request. We understand that Mrs. 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 Mrs. were looking for but know that
these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.
While we regret that Mrs. experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
I Have bee trying to resolve a booking/price issue for more than 2 days. I origanally booked a round trip flight from Columbia ,SC to Detroit Michigan. That trip had to be cancelled . I have a $283.70 flight credit with expedia. I've been trying to book a new round trip flight from Columbia, SC to Sarasota. The price listed on the app and the website total $174.20. The only way to use the credit is to call Expedia. They want to charge me $240.20 for that flight. I was on the phone with an agent and her supervisor on 7/30 for over an hour. I then was on customer service chat for over an hour. After posting my problem on their Facebook page I received a FB messanger message-that is still open and unresolved for over16 hours
Expedia.com Response
• Aug 18, 2020
•Replied to the Revdex.com.August 18, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mrs. is requesting to apply a credit to the advertised price on the website.
Our records indicate that on June 18, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked
a package reservation using Expedia’s website, under itinerary *** for one traveler. Departure on
American Airlines, from Columbia, SC, United States to Detroit, MI, United States on July 10, 2020 and returning on
July 12, 2020, with a car rental pick-up for *** Car Rental and add Travel Protection Collison Damage Plan.
We would like to inform Mrs. *** to apply a credit towards a new flight I considered a flight exchange, any fare
difference will apply. Regrettably, Mrs. will have to contact our Customer Service Team to further assist with an
exchange, however, prices are not guaranteed. 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 exchange may not be what Mrs. is 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.While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Airline reservations reserved through Expedia for international trip May 4, 2020 - May 17, 2020 (Itinerary #***). Flights were cancelled due to COVID-19. I have been working with Expedia to get my flight refunds for 4 months and still have not received refund in the amount of $1593.70. I have over 10 case numbers assigned to my issue with the latest one being *** (latest call to Expedia made on July 31st). The latest Expedia details are the full refund was processed on May 24th and full refund would be made to my account within 8 weeks. It has now been 10 weeks and I still have not received my refund. Trying calling again today (July 31st), waited on the phone for 3 hours and then was disconnected by Expedia. Before this 10 weeks, I had been working with Expedia for 2 months trying to get the refund initiated, which they finally did on May 24th. Still waiting for that refund.
Expedia.com Response
• Aug 18, 2020
August 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. We
understand that Ms. is requesting a refund for the flight reservations.
Our records indicate on October 3, 2020, Ms. or
an authorized user of the account self-booked two multiple destination flights on Iberia departing on July 5, 2020 from Los Angeles, CA to Kailua-Kona,
HI, returning on July 12, 2020 with a seven night stay at *** via ***.
We can confirm from April 30, 2020 through August 7, 2020, there
were numerous calls from the customer regarding the cancellation and refund
request. Expedia replied to the customer
on multiple occasions.
After further review on August 18, 2020, Expedia verified the refund
was submitted to Iberia on August 7,
2020. *** record shows the tickets
are in refund status and each ticket refund amount is $796.85. The refund is being processed to *** card
ending ***. Since the airline processed the charge, they’ll determine the refund
timeline. If you have questions, we’d recommend contacting them directly.Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** Airline 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. Additionally, at the time of her booking Ms.
*** accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel 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 fashion.Our 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 the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to address the issues
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
Two tickets: (***) *** & (***) *** Confirmed Code *** was purchased through Expedia/*** forbtra*** on September 13 to 15, 2019, to Ft, Lauderdale for a 2 night cruise on *** to the Bahamas -Ticket no. ***. However, Hurricane Dorian occurred thus causing cancellation of the cruise as the ship was used in assisting hurricane victims.
Expedia/*** were contacted and after first being reluctant, they then honored a cancellation but with a fee of $75,00 each saying the hurricane was “an act of God” so no refund, even though I bought tra*** insurance and extended tra*** to be done by July 31, 2020 (TODAY) sent in an email from Expedia dated September 4, 2019, as a credit to repurchase another ticket(s) for my Aunt and I. Meanwhile my new cruise date was set for April 2020, the earliest date I (we) were given.
Then COVID-19 struck and I began reaching out to both Expedia and *** from mid-March almost everyday, each of them sending me back and forth with the reason that it’s the other’s responsibility without reasoning or compromising and that the rules are the rules given by the airline.
Because of ‘our’ ages 69 and 73, we do not see ourselves traveling anytime soon. This was also explained to the tra*** companies.
Although today is the deadline for the said tra***, I am reaching out to Your God Office seeking any assistance you can rendered. I am sending the relevant telephone number s I ave been using, they are:
Expedia Travel 800 237 1078
*** Travel 800 449 2500 or 800 538 2583
***
844 776 4582
Appreciated with thanks.
Expedia.com Response
• Aug 18, 2020
August 18, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case *
*** Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Ms. (***) regarding an airline refund request.
Our records show on August 1, 2019, Ms. self-booked an Expedia.com airline reservation for two travelers via booking number ***. Ms. mentioned she was not able to use the flight which was scheduled for September 2019. Ms. is requesting a full refund in the amount of $383.13.
Upon researching the customer’s complaint, we can confirm that Ms. was aware that she had a flight credit available for use for up to one year. In April 2020, Ms. contacted Expedia and requested a refund since she did not wish to travel due to fear of traveling during the Covid-19 pandemic. Expedia contacted the airline and they did not authorize a refund since the credit has now expired.
As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide a refund that was not authorized by the airline. Furthermore, during the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
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. In particular, 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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.
Because the ticket has now expired and the airline did not authorize a refund, Expedia will be unable to provide a refund of any amount.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
I bought round trip tickets for my daughter online from Expedia.com. The airline operator is ***, itinerary is Boston to Granada Spain Jan 2020, and Granada to Boston June 2020. Due to covid-19 she had to flight back to US per US government and her school in March 2020. I called Expedia and airline *** multiple times, and none could get through, so I had to book new flight. I contacted both Expedia.com and *** in April and May to cancel the returning flight and requested refund. Expedia.com said that they no longer have visibility on her flight and *** has taken the control on the ticket and they do not longer have access to the details of her reservation. I then contacted ***, and they said I need to contact Expedia for refund as I originally bought the ticket through them.
Expedia.com Response
• Aug 18, 2020
August 18, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding an airline reservation.
On December 16, 2020, the customer self-booked a round trip flight reservation. The customer used the outbound flight in January and canceled the return flight scheduled for June 2020. The customer contacted Expedia in June and we were able to see that the airline has taken over the return flight on the ticket. When airline takes over a ticket, the agency, in this case Expedia, is unable to modify or request a refund on our end. An agent has been updating Mr. by email regarding the ticket.
I have attached two screenshots showing the email Expedia sent the airline on August 14, 2020, as well as the airlines response sent to Expedia on the same date.
In this case the airline and not Expedia will be the party that must initiate a refund if they do decide to authorize a refund to the customer. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone for immediate assistance.
Sincerely,
Daniel *** Corporate Correspondence Team
***All supporting documents redacted by Revdex.com
Ticket for a one-night hotel stay was charged on Feb 23, 2020
COVID 19 happened, unfortunately, cruize got canceled, all of my other tickets and transaction for this trip were refunded without any issues
Expedia would not make any exceptions to refunding the amount.
The credit card department also deny the refund
Expedia only offered a one night stay at that same hotel location for a different time, due to the fact that the only reason I have scheduled to stay at that hotel was because of the cruize and waiting for my flight back. Due to covid19, I don't know if there will be another cruize in the future, but I don't need that certificate to stay at that hotel anymore.
The stay at the hotel was on May 5th, 2020
I wasn't able to contact Expedia until 3 days before the stay, therefore it has caused many sleepless nights worrying about this situation outcome and refund process. I didn't know what else to do so I am reaching out to the Revdex.com for some assistance, I am hoping that this message will be received well
Once I did speak to an Expedia representative they said that they can only offer the certificate, which isn't what I need at this time. Due to financial burdens that have occurred in my life from covid19
Expedia.com Response
• Aug 03, 2020
Monday, August 3, 2020Revdex.com
Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact
Expedia.com
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.com
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding
a hotel reservation. Upon further research, we are unable to locate an
Expedia.com
reservation related to *** complaint. We respectfully request that they provide us with the email address
used to book the reservation, and the generated itinerary number. The requested
information will enable us to appropriately address their concerns. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Brandon W. Corporate Correspondence Team
Customer Response
• Aug 11, 2020
Complaint: ***
I am rejecting this response because:
Good afternoon.
The itinerary number that was needed is posted below:
Itinerary #: ***
Sincerely
Expedia.com Response
• Aug 17, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***.
Our findings and resolution to the case are listed below.
We can confirm our customer made a reservation to stay at the *** Inn *** San Francisco Airport for May 05-06, 2020, with a change or cancel policy that states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
After reviewing the booking and speaking with our accommodation partner, I can confirm your itinerary is not eligible for a hotel issued refund.
We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travelers. So we have worked closely with our travel partners to offer the customer a voucher in the form of a coupon for a future trip at the *** Inn *** San Francisco Airport, despite your booking being non-refundable.
We recognize that a voucher may not be what the customer was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.
Take care of yourself and each other and when it is safe to travel again, you can be sure that we'll be here to serve you.
Transaction Date: February 13,220. Transaction Amount: $579.99
Due to the restrictions established by the government of the Argentine Republic with respect to Cobi19 virus since the month of March 2019, no individual or person could enter the territory. This extraordinary measures caused the cancellation of many people who traveled. In this time period of the beginning of the pandemic, no travel company answered the phone. We submitted everything through their website. We never received a response. After many complaints and phone calls they respond and agree to look at the complain. For some reasons this charge continues to be disputed. We also email to the hotel 10 days prior to the trip to informed them the situation of restriction to travel. We do not understand why this charge continuing. In addition, the two reservations contain travel insurance which would cover any type of interruption of the same.
Sincerely
August 23,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Mr. complaint that his hotel reservation and travel
protection has not been refunded. Our
records indicate that on February 12, 2020, Mr. or an
authorized user of the account booked a travel package to *** Aires, Argentina for travel
March 23 to April 14 2020 online via Expedia.com. The package reservation
included a roundtrip flight departing on March 23, 2020 from Miami, FL to *** Aires, Argentina via *** Argentinas, and
returning April 13, 2020. The package booking also included a 7-night stay at *** Hotel for check in
on March 23, 2020, checking out March 30, 2020 Travel Protection Vacation Waiver. Total cost
of the package was $2,467.49.At the time of completing his booking, Mr. agreed
to our Terms of Use, which expressly provide: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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel 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 fashion.Cancellations or changes
made after 6:00 PM local hotel time, Sunday, March 22, 2020 are subject to a
hotel fee equal to 100% of the total amount paid for the reservation.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on April 1, 2020, Mr. flights
were cancelled due to an airline initiated schedule change. Both tickets have
since been refunded. The hotel reservation and travel protection does not show
cancelled.After further review we can confirm that on July
17, 2020, a $444.00 hotel voucher was applied on customer’s account.And on August 21, 2020, Mr. was advised
over the phone that he currently has a voucher for the amount of his hotel
reservation. The terms and conditions of use of the voucher were also explained
to which Mr. agreed to. Moreover, it was also explained
to the customer that the travel protection purchased remains non-refundable as
coverage began on the trip purchase date, so plan is not considered unused. At
the end of the conversation, Mr. confirmed that he
understood everything and had no further questions. Please note that Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies, and airlines, and is subject to
the rules and restrictions of those providers. We hope Mr. understand
that we must adhere to the rules and regulations of the air carrier and the
hotel, including their cancellation and refund policies.Based on the
above, Mr. has acknowledged receipt of the hotel voucher, and
understood the non-refundability of the travel protection premium. Thank you
for allowing us the opportunity to address the issues that were brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Aida ***Corporate
Correspondence Team
Airline tickets purchased through expedia and no refund after numerous calls, emails or correspondence. Initial response was refund will be made once contact with *** Airlines. Trip date June 13, 2020. Pandemic initiated and no flights were commencing as agreed, therefore cancellation was made by airlines.
August 22,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the refund request. We understand
from Ms. ‘s complaint that she has not received the refund for their
unused flight tickets. Our
records indicate that on January 5, 2020, Ms. or an
authorized user of the account booked a travel package to Port of Spain, Trinidad and Tobago with an Expedia
agent. The package reservation included four one-way fares departing on September
30, 2020 to Port of Spain,
Trinidad and Tobago via *** Airlines. The package booking also included a 4-night stay at *** Suites All
Inclusive for check in on June 14, 2020, checking out June 18, 2020. Total cost
of the package was $3,522.04.At the time of completing his booking
with our agent, Ms. agreed
to our Terms of Use, which expressly provide: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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel 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 fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on June 1, 2020, Ms. called in to
request a refund for their flight tickets due to flight cancellation. On the same day, a refund request email was
sent to *** Airlines.
Also on the same day, a refund of $1,941.28 was processed on Ms. account. The refund was for the unused hotel reservation. The following day, June 2, 2020, an email was received from *** Airlines stating customer can either get a future travel credit or a refund. Refunds
usually take 21 to 30 business days to get processed. The following day, June
3, 2020, Ms. was notified via email about the options
and refund timeline provided by *** Airlines.And on June 10, 2020 , another email was sent to *** Airlines requesting to process
the refund for the unused tickets per customer’s request. An acknowledgment email
was received from the
airline on June 13, 2020. The email also
mentioned that the refund request will
be forwarded to the airline refund department to initiate a full refund. On the
same day, Ms. was notified of the update via email. On July 4, 2020, a refund follow up email
was received from Ms.. On the same day,
a follow up email was also sent to *** Airlines. Ms. was also notified via email that the
airline’s refund department is currently experiencing delays in processing refunds
due to the higher than normal volume of request. Also on July 16 and July 31, refund
follow up emails were received from Ms. Marsh. The customer was
then notified via email on both days that she will be informed once an update
has been received. After further review we can confirm that on
August 22, 2020, *** Airlines representative confirmed that customer’s refund is still pending. The agent
advised that their refund department is currently experiencing a lot of delays
in processing refunds due to the influx of requests. The agent also advised
that customer can follow up after two weeks, if no refund has been received. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. Caribbean
Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. We hope Ms. understand
that we must adhere to the rules and regulations of the air carrier, including
their cancellation and refund policies. Based on the above, Ms. tickets are pending refund with *** Airlines. During this time most flight refunds are
issued within 12 weeks. Some refunds could take a bit longer, depending on the
airline. Thank you for allowing us the opportunity to address the issues that
were brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Aida ***Corporate
Correspondence Team
I booked a one night stay at *** via Expedia. Immediately after booking I noticed it was at a wrong location. I canceled within seconds and Called *** for refund. They said Expedia should call them for refund. I submitted a claim for refund at Expedia but Expedia did not act properly and effectively to seek my refund. They replied to me after a week that my refund claim was declined.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on July 28, 2020 via the Expedia.com mobile application for arrival on July 28, 2020 and departure on July 29, 2020. At the time of booking, the customer agreed to the following cancellation policy:This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.This reservation was booked as a pay later reservation. This indicates the hotel collects the funds and Expedia does not have any funds for the booking. Customer care was not able to obtain a refund approval from the hotel. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Based on my research, the hotel has reported the customer was not billed for this reservation. If the customer disagrees with this statement, they will need to contact the hotel using the contact information on the confirmation or creating a dispute with their financial institution. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia.com Team
They have done close to nothing for Americans currently banned to the EU during this phase of the Coronovirus. The only response and result I get is that it isn't within the policies of the hotel. The policies of the EU should outweigh the decisions of a hotel, Americans are barred from entering the EU. Give me a refund or I will continue to blast Expedia.com for years to come. 0 stars if I could. Booked and tried to cancel or reschedule do to new news from the EU that Americans are banned from entering the EU. The only response I get is a generic not within the hotel policies. On top of that I am coming from a coronavirus hotbed, the only choice they gave me was to go and spread a dieses.
Now, once I got another hotel to agree to a change of dates, Expedia is dragging out the results. They keep emailing me and nothing being done. I would just prefer a refund and not have to work with this company anymore.
Expedia account under ***
Hotel ***, Paris
Aug 10 - Aug 12 • Itinerary # ***
*** Dubrovnik
Jul 28 - Jul 30 • Itinerary # ***
I would like a full refund for both of these hotels. I submitted a Revdex.com complaint already but it notes that they couldn't find the account and I couldn't reply back to the email. I have lost even more on expedia, but I just want to cut my losses retrieve these 2 hotels and cut my ties to this company.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:I can confirm that the customer's first reservation at *** was created on April 12, 2020 via the Expedia website for arrival on July 28, 2020 and departure on July 30, 2020. At the time of booking, the customer agreed to the following cancellation policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.I can confirm that the customer's second reservation at Hotel *** was created on April 12, 2020 via the Expedia website for arrival on August 10, 2020 and departure on August 12, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.From June 13, 2020 through August 02, 2020 the customer was in touch with our customer care team about a refund for their reservations. Regrettably, we were unable to obtain approval from the hotel for a refund for either of the customer's bookings. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.Thank you for bringing this matter to our attention and allowing us a chance for resolution. The Expedia Team
This is stolen money in an epidemic. I reject the claim and hope everyone there gets covid.
Complaint: ***
I am rejecting this response because:
Sincerely
I had booked a flight to Key West FL for May 2 using my AMEX / *** card the offered hotels thru Expedia and I would get extra *** points. Well COVID happened. Stay at home orders and they closed Key West and I actually called the hotel during this whole process and confirmed they had closed the hotel during that time as well. So no getting to Key West and no hotel, Meanwhile I had cancelled flights, car and hotel. Two out of the three hotels refunded my money within a month. I have been working with AMEX to get the other hotel refunded from Expedia for 392.55. I filed 2 disputes with AMEX and they are telling me Expedia will not refund because the hotel booking was non refundable. Amex says they cannot help me. It is bizarre to me that they closed down Key west and the hotel and because Expedia is saying the booking was non refundable they will not give me my money back. I need help, this pandemic has made everybody crazy but non refundable should not apply during COVID. There was no way I could get into Key west or this hotel. I would have loved to have gone to Florida in May. Can you please help!
Hello Revdex.com,
I am pleased to provide assistance with case # ***. Below are the findings and resolution for the case:
Customer Complaint:
The customer is asking for a full refund as they were unable to travel due to COVID-19. The customer claimed they had disputed the charges and the dispute was denied for itinerary *** for ***
Findings:
Upon review of the booking details, we found no prior contact from the customer regarding this reservation. We were able to confirm that the customer had disputed the charges and the dispute was in our favor.
Resolution:
We reached out to the hotel who advised the hotel was closed during the customer's travel dates, and as such, they approved a full waiver for the reservation. We issued a full refund in the amount of 392.55 USD on August 14th, 2020. Due to an unprecedented volume of travel disruptions, refunds may take up to 30 days to process and return to the form of payment, used at the time of booking.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Regards,
Len W.
Customer Care Agent
Booked a vacation through Expedia which was cancelled due to the Covid 19 outbreak. Expedia refused to refund deposits.
I am writing regarding a concern I have about Expedia.com. Back in April/May I had a two week southern California vacation planned through Expedia, flying into Palm Springs, CA with 9 different motels booked since I was travelled to different parts of the state. When the virus hit Palm Springs enacted a travel ban, airline cancelled my flight and the first motel also cancelled. With the national health crisis I felt it best to cancel the rest of the trip. Could not get a Expedia representative on the phone so cancelled the remaining motels with Expedia on their website, following their guidelines.
Have not received refunds from four motels totaling $390.04. Spoke to the motels-they did not charge my credit card, Expedia did. They explained to be that Expedia holds the money until I check in then releases it to the motels.
My concern is Expedia is defrauding people by not refunding their money through a loop hole saying the motel room was non-refundable when the motels never received my money. After I started talking to Expedia they also use the excuse the motel denied the refund. Talking to the motels they informed me they DID NOT deny the refund that Expedia is known to do this many times.
After many, many emails and many very long telephone conversations with Expedia three refunds have begun processing. Have not seen the refunds of my credit card yet. The fourth Expedia denied and saying the motel denied the refund. *** motel told me they need Expedia to issue a vitual card for my reservation so *** motel can refund my money. So far Expedia has refused to do this.
So my concern is Expedia has done this to me and the only reason I have made some progress is spending a lot of my time on the phone. If Expedia tried to keep my $390 how many others have been defrauded by them and gave up after Expedia told them that the room was non-refundable? Expedia is sitting on a ton of money that doesn't belong to them.
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings:There are four reservations for this customer. I can confirm that the reservation made for *** by *** was created on January 13, 2020 for arrival on May 1, 2020 and departure on May 3, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Customer care was able to obtain approval for a refund in the amount of 89.10 USD the refund was issued on July 29, 2020. However the refund failed, due to the customer disputing the charges with their financial institution. We would need a discharge from the back showing the customer lost their dispute to reissue the refund. In addition, we also adjusted your 944.00 Expedia Rewards points back to your account and it will take 24 hours.I can confirm that the reservation made for *** was created on January 13, 2020 for arrival on May 4, 2020 and departure on May 5, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 83.29 USD the refund was issued on July 29, 2020. However, the refund failed, due to the customer disputing the charges with their financial institution. We would need a discharge from the back showing the customer lost their dispute to reissue the refund. In addition, we also adjusted your 1.00 Expedia Rewards points back to your account and it will take 24 hours.I can confirm that the reservation made for *** was created on January 16, 2020 for arrival on May 5, 2020 and departure on May 7, 2020. At the time of booking, the customer agreed to the following cancellation policy:Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of 144.50 USD the refund was issued on July 29, 2020. However the refund failed, due to the customer disputing the charges with their financial institution. We would need a discharge from the back showing the customer lost their dispute to reissue the refund. I can confirm that the reservation made for *** was created on January 16, 2020 for arrival on May 7, 2020 and departure on May 8, 2020. At the time of booking, the customer agreed to the following cancellation policy:Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.As a courtesy to the guest we reached out to the property to try an obtain a refund. Unfortunately; the hotel denied our request, and the penalty will apply for this booking. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer.The customer would need to submit the discharge from their financial institution for the failed refunds to proceed further action on the above mentioned bookings. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Customer Relations Specialist
Complaint: ***
I am rejecting this response because: *** told me they are NOT denying the refund. Expedia refuses to cooperate.
Sincerely
We have attempted to cancel this reservation and were told by a female customer representative that if there was any change in the reservation we would be eligible for a refund. We accepted this information. Our reservation was changed slightly - giving us the idea that we would qualify for a refund. We spoke to a gentleman who said that the reservation change was not eligible for a refund. We explained that we were told by the first customer service representative we would be given a refund no matter what the change was as long as there was a change. We asked to speak to a supervisor who explained they would investigate, and listen to the call and if this information was provided to us they would honor the refund. We were called by a corporate customer representative today who said these two employees provided false information and would not be giving us a refund. I explained my frustration that two separate employees have basically lied to us about getting a refund and now nothing has been resolved. He explained that disciplinary action would be taken against these two for providing false information. I explained I would be filing a complaint. This individual did not provide any sort of solution for my issue - it is not about the refund at this point it is the principal of the situation.
August 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. We
understand that Mr. is requesting a refund for the flight
reservations.
Our records indicate on June 3, 2020, Mr. or
an authorized user of the account self-booked two roundtrip flights on *** Airlines departing on September 3, 2020
from Denver, CO to Miami,
FL, returning on September 6, 2020, via ***.
We can confirm
on July 20, 2020, the customer communicated with our online CHAT. CHAT advised *** Airlines will honor a future travel credit for $153.70 per ticket. New travel will have to booked by June 4, 2021.
*** Airlines is waiving the change fee but any difference on price would be
the customer responsibility.
From August 2, 2020 through August 5,
2020, there were numerous communications between the customer and Expedia about
cancelling the flight and receiving a refund. Expedia advised the customer that the reservation could not be refunded
based on the minor airline schedule change per *** Airline’s policy. Expedia also advised the customer that Expedia
could not offer compensation since it was stated the wrong information had been
given regarding any changes being made to the reservation.
After further review on August 18, 2020, Expedia verified the
original reservation was booked as non-refundable. The
reservation remains active and must be cancelled prior to the departure of the
outbound flight on September 3, 2020. If
the reservation is not cancelled prior to the outbound flight on September 3,
2020, the reservation would be a loss of value. The original reservation was non-refundable 24 hours after booking. If the reservation is canceled as of the date
of this letter *** Airline COVID-19 policy allows for a future travel credit, exchange fee would
be waived, and new tickets must be reissued/rebooked and traveled on by December 31, 2021.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** Airline 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. Additionally, at the time of his booking Mr.
*** accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel 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 fashion.Our 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 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.
Based on above we are not able to honor your request for a
refund. 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, Di-Di
*** Corporate Correspondence Team
In November of 2019 we purchased vacation package through expedia to travel to Cancun, Mexico. As you can imagine like many we were to leave on Monday and the *** States Government and Mexico closed the borders so we could no longer go. After staying on hold repeatedly for over 7 hours I was able to get some of our flights comped as I am unsure still to this day if that has been resolved.
wrote:
wrote:
In regards to the hotel stay they were contacting the hotel to refund and to this day they continue to say this. The hotel on their website stated to guests that had stays booked that they would be refunding stays. To this day, which it has been months they continue to say the same thing.
June 23, 2020
Dear ***,
We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis. Given the evolving travel environment, we continue working with our airline partners on certain aspects of their policies with the goal of simplifying the process of using your airline credit.
Here is a summary of what we know right now:
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***.
• The original itinerary number is ***.
• Expedia confirmed, with our airline partner, that any applicable change fees on this airline reservation would be waived.
Other helpful information:
• The airlines are setting the policies for how you can redeem your airline credit.
• Each airline credit is in the original traveler’s name; airline credits cannot be combined or transferred to another person.
• Airline credits must be used for air travel, including taxes and fees, with the airline that originally issued the ticket. Airline credits cannot be used for ancillary services.
Here’s what we’re still working to find out:
• Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit.
• Any additional terms and conditions attached to your flight credit.
We will continue communicating with you via email when we have further details about your airline credit. We will also keep this page updated with the latest information. Please ensure you review information in the COVID-19 section as it will be the information that is most relevant to your itinerary noted above.
All of us at Expedia value you and are grateful for your business. We hope you and your families stay safe and healthy. And when you are ready to travel again, we'll be here, ready to serve you.
Sincerely,
The Expedia Travel Team
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Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Inbox
x
*** <***>
Sat, Mar 21, 4:46 PM
to travel
Good afternoon, to whom it may concern, I am asking for a refund of my money I paid for my hotel as the mexico border is closed and we are not able to stay are the hotel.
Thanks,
***
[email protected]
Thu, Mar 26, 2:32 PM
to me
Dear ***,
Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
Justine
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 21, 2020 2:47:42 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good afternoon, to whom it may concern, I am asking for a refund of my
money I paid for my hotel as the mexico border is closed and we are not
able to stay are the hotel.
Thanks,
***
>
*** <***>
Thu, Mar 26, 5:40 PM
to travel
Justine, thank you for taking the time to let me know about this.
Take care,
***
[email protected]
Sat, Mar 28, 2:32 AM
to me
Dear ***,
Pleased be advised that we were unable to get through to *** Cancun - All Inclusive and we have sent these case to our offline team to follow up in the next 4 weeks.
Thank you for choosing Expedia.
Marvs
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: Mar 26, 2020 3:41:18 PM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Justine, thank you for taking the time to let me know about this.
Take care,
***
On Thu, Mar 26, 2020 at 2:32 PM
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails.
>
> We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks.
>
> Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia.
>
>
> Justine
> Expedia Customer Service Team
>
> -----Original Message-----
> From: ***
*** <***>
Mon, Apr 20, 7:01 PM
to travel
Justine, I hope you are well. Just checking to see an update on this situation. Again prefer a refund or a credit for resort as we plan on going when we hope later this year.
Also Expedia continues to send me emails to review
Thanks,
***
[email protected]
Mon, Apr 20, 7:09 PM
to me
Dear ***,
Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
Thank you for choosing Expedia as your travel partner.
Chris
Expedia Customer Service Team
*** <***>
Sun, May 10, 10:09 AM
to travel
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thanks,
***
[email protected]
Sun, May 10, 8:09 PM
to me
Dear ***,
Thank you for contacting Expedia regarding your request to obtain a refund under itinerary ***.
Currently, we’re receiving more emails than expected and the response time may be delayed. Our record shows that one of our customer representative already coordinating your refund request with *** Cancun - All Inclusive. We will keep you posted once we receive a response from the hotel.
We values your time and we appreciate your patience regarding this matter.
Mark
Expedia Customer Service Team
-----Original Message-----
From: ***
Sent: May 10, 2020 8:09:28 AM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***]
Good morning Chris, I have checked with other parties who booked with
expedia and received their refund for the same hotel already. Please
advise when my refund for the hotel will be deposited into my account?
Thanks,
***
On Mon, Apr 20, 2020 at 7:09 PM
>
> Dear ***,
>
> Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you.
>
> We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options.
>
> Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated.
>
> For further assistance, please contact 1800 EXPEDIA (397-3342) or +1-404-728-8787 for all non- US numbers.
>
> Thank you for choosing Expedia as your travel partner.
>
> Chris
> Expedia Customer Service Team
Thank you for looking into this matter
August 23, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint 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 his package booking. We understand the customer is requesting a refund in the amount of $3228.04.
Our records indicate that on November 27, 2019 , the customer, or an authorized user of the Expedia account, self-booked a package for two travelers for March 24, 2020 for 8 nights. The booking consisted of two one ways fares from Appleton, WI to Cancun, Quintana Roo, Mexico on *** Air Lines and the return on *** Airways, staying at *** Cancun - All Inclusive, with *** Share Shuttle for a grand total of $3217.67.
Upon review, on March 18, 2020, both the outbound and return flights were canceled and an email was sent to Mr. *** with the airline travel credit information for each passenger. On March 19, 2020 Mr. *** contacted Expedia to request a refund for the hotel portion of his package and the shuttle service, the shuttle was canceled and a full refund in the amount of $20.80 was processed. Expedia was not able to reach *** Cancun - All Inclusive during the initial phone call. Expedia contacted the customer via email to advise that the hotel had denied the refund request.
Upon further review, Mr. *** replied to Expedia on March 20, 2020 to inform Expedia that the hotel was honoring refunds. On March 26, 2020, Expedia replied to Mr. *** to apologize for the delay and Mr. *** replied. On March 28, 2020 Expedia emailed Mr. *** to advise that his case was sent to the offline team and he would receive a follow-up in the next four weeks. An email was sent to the hotel to request another refund or credit. On May 10, 2020 Mr. *** contacted Expedia via email to follow up, and as of today August 23, 2020 the *** Cancun - All Inclusive has not replied to our request. I attempted to contact *** Cancun - All Inclusive with no success, the only option was to send them another email request. I can follow up with Mr. *** once I receive or can make contact with someone from the hotel.
We understand that Mr. *** has been patiently waiting for a refund and has reached out to Expedia on numerous occasions. Please be advised that without the approval from *** Cancun - All Inclusive, Expedia is not able to process a refund as we have to follow our travel partners policies.
In reference to both airlines we follow the policies of our partners, so any credit, refund or change is determined by the travel provider. We understand that Mr. *** may be dissatisfied with receiving 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 during COVID-19. We recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. We are not able to provide a refund as requested by Mr. *** for the *** and *** Airline tickets.
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,
Karla *** Corporate Correspondence Team
Good morning,
I purchased a vacation package back in February 2020 for a vacation in June 2020, this package included airline travel, transportation travel, hotel resort stay, and travel insurance. In May the trip was cancelled by the resort due to COVID-19. I got my money back from the resort, airline, and ground transportation, without having to utilize the trip insurance. I reached out to Expedia on May 9th and was instructed to contact AIG the insurance company about a rain check or a refund for my travel insurance. I had to wait a month to hear back from AIG, but failed to hear anything back as they said they were backed up due to covid-19. Another request was submitted pertaining to refund or rain check from AIG. Eventually I heard back from AIG on July 20th saying since the insurance was purchased through Expedia I would had to reach out to Expedia. I reached out to Expedia and asked about changing the insurance date as to when I am able to go on our vacation. Expedia stated since it had been over 15 days I couldn’t get a refund, I stated I didn’t want a refund but wanted to change the insurance usage date. Expedia said that they wouldn’t allow for a refund or raincheck, or change the date and that the money I spent for the travel insurance was just now lost. I would like to change the travel insurance dates or refund, since this cancellation was done due to no fault of our own. The travel insurance policy number is *** Thanks
August 18, 2020
Revdex.comAlaska, 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 Mr. *** (Revdex.com case number ***) regarding his travel insurance. We understand the customer is requesting a refund of Travel Protection Vacation Waiver.
Our records indicate the on February 4, 2020, the customer, or an authorized user of the Expedia account, booked a package for four passengers with an Expedia agent, under itinerary ***. The booking included a Combined One Way Fare with *** Airlines from Tucson, AZ, to Cancun, Quintana Roo, departing on June 9, 2020, a Combined One Way Fare with *** from Cancun, Quintana Roo, to Tucson, AZ, departing on June 16, 2020, Two non-refundable Rooms, Junior Suite Standard NRF, at *** All Inclusive for June 9-June 16, 2020, Travel Protection Vacation Waiver and Private Ride: Cancun Airport (CUN).
Upon review, on March 14, 2020, Mr. called in to cancel the hotel and the private shuttle portion of the booking for a full refund. Mr. was issued a full refund for the private shuttle and the hotel was contacted for the hotel portion as it does not qualify for a refund.
Upon further review, the customer was issued a full refund for the hotel, flight and shuttle service.
Please be advised there are no recorded attempts from Mr. to contact us requesting a refund for the insurance and based on the insurance policy, we are unable to honor the customer’s request for a refund.
The insurance Mr. purchased was effective from the date of purchase through the date your trip was cancelled. Insurance was refundable within 15 days after purchase.
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,
Monica ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The information provided in response by Expedia is inaccurate. May trip was cancelled on May 11, when the resort reported that they were closed for the month of June due to covid 19 (please see attached email from Expedia reporting this). *** Airlines provided me with a refund. I paid for a service (trip) and this was not provided, as the resort had shut due to no fault on my own. On May 30th I reached back inquiring about my travel insurance and asking for to use it at a later date when I take my vacation, or provide a refund. The worker at Expedia told me to contact AIG about by refund for the travel insurance, (so the worker at Expedia provided incorrect information). I did reach out to AIG (see attached email). They said to give them 15 to 20 business days. I want for this duration and never heard anything back. I reached back out to AIG and the put in another claim (see attached email). After not hearing anything back I again to Expedia and AIG said that Expedia had to provide the rain-check or refund for my travel insurance while Expedia kept saying that AIG had to provide the refund (see attached email). I reached out to Expedia for the fourth time now about a my travel insurance rain-check or refund. I spoke with a worker for about 20 minutes that didn't understand my request, so I spoke with someone at the cooperate office. After being on hold for an hour I was finally able to speak with someone. They stated I couldn't get a refund because the time had passed. Expedia provided inaccurate information about getting a refund in addition I paid for a service/product and didn't get them due to Covid 19. In addition the persons in the party that booked the trip with me, were able to get refunds for everything, the resort, airline tickets, transportation, and travel insurance. The response that Expedia was completely inaccurate and false, as numerous attempts were made to address this issue.
Sincerely
Complaint DepartmentRE: Expedia Case # ***)Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear *** did not accept our response.
The insurance you purchased was effective from the date of purchase through the date your trip was cancelled. Insurance was refundable within 15 days after purchase.
We 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,Monica ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The first repose made allegations were inaccurate which I highlighted in my response They just responded with the same information from there first response.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My husband and I booked a trip to Ireland for may and puchased insurance. I received refund on my car rental, and hotels and a refund for the insurance itself. I should have received a refund but they I received an email regarding that I will have a credit instead. I called and waiting on hold for 1 hr 30 minutes to get someone to help me make a reservation. They transferred me to someone else and then I was disconnected. I called back again and they told me they do not have dates into may at this time but to check back. I decided to reach out on Chat hoping to have better luck but I was disconnected multiple times. And today when I finally got someone on chat for 2 hours trying to schedule something he told me that I would have to book by 8/1/2020?? Seriously? My email of my credit does not mention anywhere of a deadline date. When I was on the phone they told me I had a year. So now what I am out $1600?? My husband and I saved for a long time to book our dream vacation and this is what I get? Especially during this COVID pandemic? I want my money back or to reschedule my trip and not have to wait on hold for 2 hours to still not be helped.
August 19, 2020
Revdex.comAlaska, 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 Mrs. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund or a future travel credit (FTC) with ***.
Our records indicate the on January 24, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included a Round trip Fare with *** from Boise, ID, to Dublin, Ireland, departing on May 18, 2020 and returning on May 28, 2020, *** Car Rental, Economy 4/5Door Car, Travel Protection Flight Protection Plan and Travel Protection Collision Damage Plan.
Upon review, on *** 23, 2020 , an airline-initiated schedule change occurred on the outbound and returning flight, which resulted in the original flight cancelled. Mrs. cancelled car rental and car insurance online for a full refund.
Upon further review, on June 25, 2020 Mrs. called Expedia and wanted to use Future Travel Credit (FTC) however the dates requested were not available for agent to book.
On July 22, 2020 Mrs. contacted Expedia via chat, the agent provide availability and amount due but the Mrs. decline and stopped responding.
On August 3, 2020 Mrs. contacted Expedia via chat requesting to use FTC. The agent called *** and was advised FTC lost because customer did not reissue ticket before August 1, 2020. Mrs. left chat, agent called customer and unable to reach. Mrs. called back into chat and was advised FTC lost, customer upset and disconnected chat.
On August 10, 2020 The agent working case called *** to request an exception for flights. The agent was advised to send an email and *** responded with waiver code. The agent processed refund and sent email to Mrs. to advise of refund.
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,Monica ***Corporate Correspondence Team
Expedia will not release an approved refund to me because it was initially disputed with my bank. The dispute was closed with the bank and Expedia will not process the refund. All the required documentation has been sent to Expedia showing the dispute was closed with the bank. They are denying my request for a refund.
August 19, 2020
Revdex.comAlaska, 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 Mrs. *** (Revdex.com case number ***) regarding her hotel reservation. We understand the customer is requesting a refund for *** Island- All Inclusive- Adults Only, *** Island.
Our records indicate the on January 21, 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. The booking included a Round trip Fare with *** Airways from New York, NY, to Nassau, Bahamas, departing on March 29, 2020 and returning April 1, 2020 and a non-refundable Room, Island View - Double Double Adults Only, at *** Island- All Inclusive- Adults Only, for march 29-April 1, 2020.
Upon review, on March 19, 2020, an airline-initiated schedule change occurred, which resulted in the original flight being cancelled. On March 23, 2020, the hotel portion of the reservation was cancelled.
Upon further review, July 22, 2020, Mrs. called Expedia requesting a refund as they are unable to travel. The agent sent email to the hotel requesting a refund. On July 23, 2020, Mrs. called Expedia requesting a refund. The agent called hotel and was able to get approval for a full refund. The refund cancelled due to the Mrs. has raised a chargeback request and will receive the funds from their bank.
On July 31, 2020, Mrs. called Expedia to follow up on refund as Mrs. has not received it yet. Mrs. was advised refund declined due to chargeback, Mrs. states cancelled dispute with bank.
Between August 2 and August 8, 2020 Mrs. called in requesting to speak with the corporate office about the hotel refund.
Please be advised that we have reached out to the chargeback department, we are unable to honor the customer’s request to refund the *** Island- All Inclusive- Adults Only, *** Island. Any further questions regarding the hotel refund will need to be directed to Mrs. bank.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you haveany further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia has been awful to work with. I will never book another flight with them again. Half the time when trying to speak to their customer service I was disconnected and not given a call back. Further, they do not do a good job of advocating for you when trying to get a refund for a flight but rather claim they cannot do anything outside of a credit.
My husband and I booked 2 roundtrip tickets to Hawaii for the period of 5/25/2020 - 5/30/2020. We found the cheapest tickets we could find which were marked non-refundable with every intention to fly there for our second honeymoon. However, due to COVID-19, the governor of Hawaii prohibited visitors to fly there. All the activities that we booked got cancelled. We had no choice but to cancel the flight. The hotel that we booked was also non-refundable but they were considerate enough and gave us a refund. Expedia.com continued to refuse to give us our money back for the flight and instead gave us airline credit. Due to financial hardship caused by our increased expenses due to the pandemic and not to mention our safety, we cannot afford to fly in the next 2 years. We recently got married and we are about to start a family. We do not need airline credit. We want our money back.
August 21, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mrs. (Revdex.com case number ***) regarding her package reservation. Our records indicate that on March 2, 2020, Mrs., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s mobile site, under itinerary ***. A Round trip fare with *** Airlines, from San Francisco, CA to Honolulu, HI, departing on May 25, 2020, and returning on May 30, 2020. A refundable room, 1 King Bed, Oceanfront non-smoking at ***, in Honolulu, Hi for May 25-30. A car rental with *** Car Rental for a midsize SUV in Honolulu, HI. This included a Travel Protection Collision Damage Plan.Upon review, on March 30, 2020, we processed a full refund for the car and car insurance.On April 10, 2020, Mrs., cancelled her flight and hotel using the self-service cancellation tool on the website. We can confirm the refund for the hotel was issued on the same day, by Expedia, and was deposited to the customer's financial institution.As for the flight reservation, however, *** Airlines was the operating carrier on this itinerary. *** Airlines has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations. *** Airlines is waiving the change fees but fare difference may apply. Thus, Expedia has provided Mrs. a flight credit with *** Airlines.During the booking process of the reservation, Mrs. agreed to Expedia’s Terms of Use, which states the following:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We understand that Mrs. 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. Based on the above information, Expedia is unable to honor Mrs.’s refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Thank you, Victor ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I contacted *** Airlines and they mentioned that if I booked through a travel agency, any changes or refunds will need to be processed through that agency. Therefore, Expedia will need to be the one to work with the airlines to grant the passengers the requested refund.
Sincerely
August 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mrs. (Revdex.com case number ***). We regret to hear she did not accept our response.We have reviewed the information Mrs. provided to further address her concerns.We have contacted *** Airlines on behalf of Mrs. regarding the refund request. *** Airlines has informed us Mrs. does not qualify for a refund. However, the airline is providing a flight credit. *** Airlines is waiving the change fees, but fare difference may apply.Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. *** Airlines is the operating carrier on this itinerary. We hope you understand we must adhere to the policies dictated by the suppliers. During the booking process of the reservation, Mrs. agreed to Expedia’s Terms of Use, which states the following: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.While we regret the customer’s experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. 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. Thank you, Victor ***Corporate Correspondence Team
Complaint: ***
This is to respond to Mr. Victor *** claim on his 8/21/2020 note that
I self-booked a package with a "refundable room, 1 King Bed, Oceanfront
non-smoking at ***, in Honolulu, Hi for May 25-30."
Attached is a copy of my hotel reservation confirmation email which
explicitly said that "This reservation is non-refundable and cannot be
canceled or changed."
Therefore, this insistence (from every customer representative that I spoke
to from Expedia - via chat, email and now Mr.) that the refund for my
hotel room was processed because my hotel was "refundable" had
been nothing but a complete lie. It was a NON-REFUNDABLE room. However, the hotel was just more gracious and understanding that my
cancellation was of no fault of my own and that my money was not theirs to keep.
I do not consider this resolved because an airline credit will be of no use to us as long as the pandemic persists and the virus continues to pose a threat to our health. I regret booking with Expedia for its poor customer service, false claims, refusal to take accountability, insensitivity to customers' situations and inability to work
with the airline to give money back to the customers who had to cancel their flights because they had no other choice.
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
After booking a hotel back in March 2020 the corona virus forced everything to shutdown. I called within 24 hours to cancel but I had a hard time getting through to customer support. When I did they said their system was down call back in 4 hours. I kept calling for a month and I was told the same thing and I was told someone would call me back. I of course never received a call back. When I tried to dispute this with my credit card company they told them I never called Expedia. Expedia gave me a voucher to use to make up for it but it never worked and they said they don't know why. Do not use this website.
I bought 4 tickets with Expedia to travel form Houston to Cozumel from 05/30/20 to 06/06/20. The trip was cancel due to Covid Pandemic and offer to reschedule my trip since they can only give us a credit for each ticket an the total amount was $ 1258.76 for 4 tkts. The airline *** has cancel all their international flights and it’s impossible for us to booked a trip. I asked for a refund since they can not comply with their service. They keep saying all they can do is give us a credit that en reality we can’t use since their is no international flights. I asked for Revdex.com to help me resolved this matter.
*** confirmation: *** Expedía:
August 18, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting full refund of $1,297.98 instead of a future travel credit.
Our records indicate that on September 5, 2020, Mrs., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s
website, under itinerary *** for four travelers. Departure on *** Airlines from Houston, TX, United States, to Cozumel, Quintana Roo,
Mexico on May 30, 2020 and returning on June 6, 2020.
When researching this matter we were able to verify that on May 12, 2020, Mrs. called to cancel her reservation. *** Airlines ticket policy
advised of a future travel credit and denied the refund request. We understand that Mrs. 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 Mrs. were looking for but know that
these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.
While we regret that Mrs. experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,
Dez ***Corporate Correspondence Team
I Have bee trying to resolve a booking/price issue for more than 2 days. I origanally booked a round trip flight from Columbia ,SC to Detroit Michigan. That trip had to be cancelled . I have a $283.70 flight credit with expedia. I've been trying to book a new round trip flight from Columbia, SC to Sarasota. The price listed on the app and the website total $174.20. The only way to use the credit is to call Expedia. They want to charge me $240.20 for that flight. I was on the phone with an agent and her supervisor on 7/30 for over an hour. I then was on customer service chat for over an hour. After posting my problem on their Facebook page I received a FB messanger message-that is still open and unresolved for over16 hours
•Replied to the Revdex.com.August 18, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mrs. is requesting to apply a credit to the advertised price on the website.
Our records indicate that on June 18, 2020, Mrs. ***, or an authorized user of her Expedia account, self-booked
a package reservation using Expedia’s website, under itinerary *** for one traveler. Departure on
American Airlines, from Columbia, SC, United States to Detroit, MI, United States on July 10, 2020 and returning on
July 12, 2020, with a car rental pick-up for *** Car Rental and add Travel Protection Collison Damage Plan.
We would like to inform Mrs. *** to apply a credit towards a new flight I considered a flight exchange, any fare
difference will apply. Regrettably, Mrs. will have to contact our Customer Service Team to further assist with an
exchange, however, prices are not guaranteed. 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 exchange may not be what Mrs. is 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.While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Airline reservations reserved through Expedia for international trip May 4, 2020 - May 17, 2020 (Itinerary #***). Flights were cancelled due to COVID-19. I have been working with Expedia to get my flight refunds for 4 months and still have not received refund in the amount of $1593.70. I have over 10 case numbers assigned to my issue with the latest one being *** (latest call to Expedia made on July 31st). The latest Expedia details are the full refund was processed on May 24th and full refund would be made to my account within 8 weeks. It has now been 10 weeks and I still have not received my refund. Trying calling again today (July 31st), waited on the phone for 3 hours and then was disconnected by Expedia. Before this 10 weeks, I had been working with Expedia for 2 months trying to get the refund initiated, which they finally did on May 24th. Still waiting for that refund.
August 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. We
understand that Ms. is requesting a refund for the flight reservations.
Our records indicate on October 3, 2020, Ms. or
an authorized user of the account self-booked two multiple destination flights on Iberia departing on July 5, 2020 from Los Angeles, CA to Kailua-Kona,
HI, returning on July 12, 2020 with a seven night stay at *** via ***.
We can confirm from April 30, 2020 through August 7, 2020, there
were numerous calls from the customer regarding the cancellation and refund
request. Expedia replied to the customer
on multiple occasions.
After further review on August 18, 2020, Expedia verified the refund
was submitted to Iberia on August 7,
2020. *** record shows the tickets
are in refund status and each ticket refund amount is $796.85. The refund is being processed to *** card
ending ***. Since the airline processed the charge, they’ll determine the refund
timeline. If you have questions, we’d recommend contacting them directly.Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** Airline 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. Additionally, at the time of her booking Ms.
*** accepted Expedia’s Terms of Use, which
expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
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. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel 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 fashion.Our 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 the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to address the issues
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
Two tickets: (***) *** & (***) *** Confirmed Code *** was purchased through Expedia/*** forbtra*** on September 13 to 15, 2019, to Ft, Lauderdale for a 2 night cruise on *** to the Bahamas -Ticket no. ***. However, Hurricane Dorian occurred thus causing cancellation of the cruise as the ship was used in assisting hurricane victims.
Expedia/*** were contacted and after first being reluctant, they then honored a cancellation but with a fee of $75,00 each saying the hurricane was “an act of God” so no refund, even though I bought tra*** insurance and extended tra*** to be done by July 31, 2020 (TODAY) sent in an email from Expedia dated September 4, 2019, as a credit to repurchase another ticket(s) for my Aunt and I. Meanwhile my new cruise date was set for April 2020, the earliest date I (we) were given.
Then COVID-19 struck and I began reaching out to both Expedia and *** from mid-March almost everyday, each of them sending me back and forth with the reason that it’s the other’s responsibility without reasoning or compromising and that the rules are the rules given by the airline.
Because of ‘our’ ages 69 and 73, we do not see ourselves traveling anytime soon. This was also explained to the tra*** companies.
Although today is the deadline for the said tra***, I am reaching out to Your God Office seeking any assistance you can rendered. I am sending the relevant telephone number s I ave been using, they are:
Expedia Travel 800 237 1078
*** Travel 800 449 2500 or 800 538 2583
***
844 776 4582
Appreciated with thanks.
August 18, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case *
*** Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Ms. (***) regarding an airline refund request.
Our records show on August 1, 2019, Ms. self-booked an Expedia.com airline reservation for two travelers via booking number ***. Ms. mentioned she was not able to use the flight which was scheduled for September 2019. Ms. is requesting a full refund in the amount of $383.13.
Upon researching the customer’s complaint, we can confirm that Ms. was aware that she had a flight credit available for use for up to one year. In April 2020, Ms. contacted Expedia and requested a refund since she did not wish to travel due to fear of traveling during the Covid-19 pandemic. Expedia contacted the airline and they did not authorize a refund since the credit has now expired.
As you may know, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide a refund that was not authorized by the airline. Furthermore, during the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
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. In particular, 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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.
Because the ticket has now expired and the airline did not authorize a refund, Expedia will be unable to provide a refund of any amount.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
I bought round trip tickets for my daughter online from Expedia.com. The airline operator is ***, itinerary is Boston to Granada Spain Jan 2020, and Granada to Boston June 2020. Due to covid-19 she had to flight back to US per US government and her school in March 2020. I called Expedia and airline *** multiple times, and none could get through, so I had to book new flight. I contacted both Expedia.com and *** in April and May to cancel the returning flight and requested refund. Expedia.com said that they no longer have visibility on her flight and *** has taken the control on the ticket and they do not longer have access to the details of her reservation. I then contacted ***, and they said I need to contact Expedia for refund as I originally bought the ticket through them.
August 18, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding an airline reservation.
On December 16, 2020, the customer self-booked a round trip flight reservation. The customer used the outbound flight in January and canceled the return flight scheduled for June 2020. The customer contacted Expedia in June and we were able to see that the airline has taken over the return flight on the ticket. When airline takes over a ticket, the agency, in this case Expedia, is unable to modify or request a refund on our end. An agent has been updating Mr. by email regarding the ticket.
I have attached two screenshots showing the email Expedia sent the airline on August 14, 2020, as well as the airlines response sent to Expedia on the same date.
In this case the airline and not Expedia will be the party that must initiate a refund if they do decide to authorize a refund to the customer. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone for immediate assistance.
Sincerely,
Daniel *** Corporate Correspondence Team
***All supporting documents redacted by Revdex.com
Ticket for a one-night hotel stay was charged on Feb 23, 2020
COVID 19 happened, unfortunately, cruize got canceled, all of my other tickets and transaction for this trip were refunded without any issues
Expedia would not make any exceptions to refunding the amount.
The credit card department also deny the refund
Expedia only offered a one night stay at that same hotel location for a different time, due to the fact that the only reason I have scheduled to stay at that hotel was because of the cruize and waiting for my flight back. Due to covid19, I don't know if there will be another cruize in the future, but I don't need that certificate to stay at that hotel anymore.
The stay at the hotel was on May 5th, 2020
I wasn't able to contact Expedia until 3 days before the stay, therefore it has caused many sleepless nights worrying about this situation outcome and refund process. I didn't know what else to do so I am reaching out to the Revdex.com for some assistance, I am hoping that this message will be received well
Once I did speak to an Expedia representative they said that they can only offer the certificate, which isn't what I need at this time. Due to financial burdens that have occurred in my life from covid19
Monday, August 3, 2020Revdex.com
Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact
Expedia.com
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.com
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding
a hotel reservation. Upon further research, we are unable to locate an
Expedia.com
reservation related to *** complaint. We respectfully request that they provide us with the email address
used to book the reservation, and the generated itinerary number. The requested
information will enable us to appropriately address their concerns. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Brandon W. Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Good afternoon.
The itinerary number that was needed is posted below:
Itinerary #: ***
Sincerely
Dear Revdex.com,
It has been my pleasure to assist with Case #***.
Our findings and resolution to the case are listed below.
We can confirm our customer made a reservation to stay at the *** Inn *** San Francisco Airport for May 05-06, 2020, with a change or cancel policy that states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
After reviewing the booking and speaking with our accommodation partner, I can confirm your itinerary is not eligible for a hotel issued refund.
We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travelers. So we have worked closely with our travel partners to offer the customer a voucher in the form of a coupon for a future trip at the *** Inn *** San Francisco Airport, despite your booking being non-refundable.
We recognize that a voucher may not be what the customer was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.
Take care of yourself and each other and when it is safe to travel again, you can be sure that we'll be here to serve you.
Kind regards,
The Expedia Team