Due to COVID-19 travel restrictions, I was forced to cancel Expedia Itinerary #*** in the amount of $4,476.99. The purchase included roundtrip airfare for my sister and I, hotel room and travel insurance policy. I attempted to call Expedia’s 800-number on March 18 to discuss my upcoming trip, but a recording informed me I couldn't complete the call because my trip wasn't within 7 days. I was forced to wait to see if Expedia would cancel my reservation in light of escalating worldwide travel advisories. On March 22, I visited Expedia.com to cancel my hotel and airfare (I did not cancel my travel insurance at this time because I thought it might be beneficial in receiving a refund). Shortly after, I received an email from Expedia stating that my hotel would be refunded and I'd receive an airline credit. I want a refund instead of an airline credit. When I tried using Expedia’s online chat function to request a refund, I repeatedly received messages that I should try back later because all agents were working with other customers. I called Expedia’s 800-number and this time a recording said that I couldn't complete the call because my trip wasn't within 72 hours. On March 26, I again dialed Expedia’s 800-number. I remained on hold for 5 hours and 36 minutes without ever speaking to an agent. Throughout the day, I repeatedly tried to use Expedia’s online chat function and was told over and over that I should try back later. I then tried to contact Expedia via social media. My direct message on Twitter was read but never acknowledged with a response. When I canceled my travel insurance on Expedia’s website, I was told it was too late to receive a refund. I'm seeking a refund because I didn't receive any travel insurance benefits and there is no trip for which I need to be insured. On March 26 and April 1 I emailed [email protected] and [email protected] to voice my frustration and demand a refund for my entire trip package. All messages have gone unanswered.
Expedia.com Response
• Jun 16, 2020
June 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint you received. We are responding
to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight. We understand they are requesting a refund.The customer
purchased a package on January 7, 2020 for two people for six nights at ***, Mexico, including roundtrip flights with
*** Airlines and package coverage with Travel Guard.The hotel
was refundable until March 26, 2020. The flights were nonrefundable; but, they
allowed for changes with payment of change fees and fare difference, with
restrictions. The package coverage included coverage for before and after
travel started, had a 10 day look period and was nonrefundable after that time.The
customer canceled their travel on March 22, 2020. They received a full refund
of the hotel. The airline allowed the flights to be canceled and held as credit
to be used as per the fare rules and restrictions; however, they are waiving
the change fees. The coverage is nonrefundable. The terms
and conditions of each of the travel/travel coverage suppliers was provided at
the time of booking. As the terms were provided Expedia will not be able to
compensate for any penalties or other travel expenses.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Jun 16, 2020
As I have repeatedly stated, a credit is NOT what I requested. I simply want and deserve a refund. Furthermore, you have failed to refund the trip protection charges for a trip that NEVER TOOK PLACE. Expedia’s customer service is reprehensible in the face of a pandemic. I have spent a considerable amount of time and effort over the past three months attempting to reclaim the funds your company has pocketed. Your company was not equipped or available to discuss my trip, instead you’ve given me and thousands of others the run around and that is unacceptable.
I purchased 2 flight tickets on February 17th 2020 for ***, Texas for a total of $848.40 on my credit card. This amount includes an additional $56.00 per ticket for cancellation insurance due to the COVID-19 pandemic the event I was scheduled to attend was cancelled. On March 25,2020 I Emailed Expedia for a refund to my credit card for my purchased tickets, I got a response back through E-mail on April 27th that they were giving me a credit for my tickets, which is not what was requested. I tried to contact Expedia on May 5th, 2020 through their customer service number at 1877 227-7481 at which time I got a automatize response stating they were not excepting any calls except to reschedule flights and no other matters will be handled. Expedia gives false advertising when it comes to purchasing cancellation insurance and they make it difficult to contact their company through E-mail or their customer service number. I am requesting a full refund of my money back to the credit card the tickets were purchased with.
Expedia.com Response
• Jun 18, 2020
June 18, 2020Revdex.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 Ms. *** (Revdex.com case number ***) regarding her flight
reservation. We understand the customer is requesting a full refund of the
flight due to change of plans. Our records indicate that on February 14,
2020, the customer, or an authorized user of the Expedia account, self-booked a
nonrefundable nonchangeable flight for two passengers on Expedia's mobile site,
under itinerary ***. The flight was with *** Air Lines from Savannah,
GA, to ***, TX, with a connection in Atlanta, GA, departing on July 3,
2020, and returning on July 5, 2020. Additionally, the customer purchased a
Travel Protection Cancellation Plan with Travelguard for $56.00. On April 27, 2020, the customer
self-cancelled the flight. Per the flight’s policy, it’s nonrefundable and
nonchangeable. However, due to COVID-19, the airline issued a full travel
credit with *** in the amount of $396.40 per passenger. The customer advised she’s not satisfied
with travel credit and would like to utilize her Cancellation plan to request a
refund of the flight. In order to do so, Ms. needs to file a claim
directly with the plan provider Travelguard. The customer
may file a claim with Travelguard by visiting https://claims.travelguard.com/myclaim
(the link can also be found in her account), or by calling 1-855-*** and
providing her policy number ***. Please be advised, Expedia is a third party,
and we don’t have information about the customer’s plan coverage, nor can we create
or review claims, or in any way influence their outcome. Travelguard will review Ms.’
claim and will notify the customer directly of their resolution. 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 you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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,Gayana *** Corporate Correspondence
Team
I booked a cruise on Carnival for June #*** ON Expedia #***. I cancelled to cruise do to Covid19 pandemic. I contacted Expedia in April and May to cancel. They responded that I would not be refunded my $200 deposit, because I didn't pay in full by March 24, 2020 deadline, but I emailed to cancel after I couldn't reach customer service several time. Carnival told me I should be refunded the money, but Expedia said its a $200 penalty. I want my money refunded or I will seek legal action.
Expedia.com Response
• Jun 19, 2020
June 19, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
Scott *** (Revdex.com case number ***) regarding a cruise reservation. Upon receipt of Mr.’s complaint, we escalated his
concerns to our Cruise team. They reached out to the customer and on June 18,
2020, issued the requested refund of $200.00 to the provided form of payment. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I received an email stating that our flights had been changed. I called the airlines and they stated that our flights had indeed been changed, and that due to the new schedule, we would miss one of the flights we are scheduled for. I tried to contact expedia in order to resolve the flight schedule, but they are refusing to speak to me about my itinerary due to the fact that my travel is more than 30 days away. I need to speak to an agent to get this issue resolved, and to find out what my options are.
Expedia.com Response
• Jun 17, 2020
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mrs. *** (Revdex.com case number ***)
regarding wanting to speak by telephone, to an Expedia Customer Service
Representative that can help her resolve the issue with her flights or give options
on refunds.
Our records indicate on January 1, 2020, Mr. *** or an authorized user of the Expedia account, self-booked four multiple
destination flights on *** Airline, departing on October 10, 2020, from Pensacola, FL to Barcelona,
Spain, returning
on October 17, 2020, with two rooms for six nights each at *** along with the Package Protection Plan via ***.
We can confirm on January 2, 2020, the customer
called in to modify passenger one to *** Our representative advised to void and
reissue.
On April 29, 2020, Mr. emailed Expedia
advising that he wanted to cancel. He advised he would accept a travel voucher
and if not would like a refund. On April 30, 2020, Expedia emailed a response
asking him to contact Expedia via telephone as our response is limited via
email
On May 12, 2020, the customer emailed Expedia
advising his flights were cancelled by the airlines and since he has not been
able to get in contact with Expedia, he has filed a charge-back with the credit
card company. Expedia replied asking the customer to contact Expedia at 1-800
***
On
May 17, 2020, Expedia emailed the customer advising *** Airline has
made a schedule change to the itinerary. Expedia offered options and asked the
customer to select an option and advise. Mr. replied to the email and
asked to be called, advising he will cancel the charge-back if someone calls him. Expedia sent a second email to Mr.
which advised, “as your travel date is beyond May 31st, ***
is not currently of*g any exceptions to the original terms and conditions
of your booking”. Mr. replied
to the email with his dissatisfaction. Expedia replied advising,” regarding your cancellation request for
your hotel reservation at ***. Please be advised that we already coordinated your request to the hotel,
and we are sorry to inform you they did not agree to cancel the reservation
without penalty at this time. While we
understand your frustration on the denial of your request, however, as much as
we would like to assist you, Expedia is subject to the rules and restrictions
of the vendors whose services we sell. We act only as an agent for their
product and do not have the authority to override or to change their decision
and policies”.
On June 7, 2020, Expedia emailed the customer
advising *** Airline has made a schedule change to the itinerary. Expedia
offered options and asked the customer to select an option within 48 hours and
reply to the email. There has not been a response to this email.
After further review on June 17, 2020, Expedia reviewed
of the reservation, *** has changed the flights. The customer filed a charge-back on May 14,
2020 against the airline charge in the amount of $2,032.10. Since the customer has filed a charge-back
with his financial institution, they will make the final decision regarding
this matter. Expedia is not able to make
any changes or request to the flight reservation because of the open charge-back. Mr. would need to supply Expedia with
written proof that the charge-back has been closed before we are able to assist any
further. The hotel has declined a waiver
for cancelling their reservation, which happened to be booked as a
non-refundable reservation. Expedia suggest
that Mr. contact our Customer Service Department at 877-227-7481 if he receives the written proof that
the charge-back has been closed and wants to forward to us or needs to discuss
the reservation.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. ***
Airline is the operating carrier and merchants of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
Tucker agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 17, 2020
Complaint: ***
I am rejecting this response because:
Several false claims were made in the business response. First of all, On April 29, 2020, I did not email them and say that I wanted to cancel. I emailed them and stated that *** canceled my original flights and I would like to know our options. I got no response from Expedia. I called *** directly, and they said they had no flights that could get me to Barcelona in the time-frame that I had booked, and my best option was to request a refund. I did not do that right away, because I didn't want to mess anything up with Expedia, as I booked the flights and hotel as a package deal. I finally heard back from Expedia on 6/5/2020 and they offered me 2 new flight options, or to call *** and get a refund. The 2 flight options I was offered were IMPOSSIBLE to make, as the 3rd leg of the flight took off while the 2nd leg was still in the air. This is not an example of "I didn't like my options" this was an example of "the options were literally impossible". I called Expedia and was able to get through to them using a reservation number for a different upcoming trip that was within their time frame to speak to me. I was told that my only real option was to call *** and get a refund. I did this with no problem, as *** said it was their fault and they couldn't get me to Barcelona.
The second false claim that was made was that the chargeback in the amount of $2032.10 was for the flights. This is not the case. *** refunded the flights. The amount on the credit card dispute was for the hotel. It was disputed because Expedia refused to refund the money from the hotel, despite the fact that they could not get me to Barcelona without me using the refunded money from *** PLUS another $1200 to book new flights. This is where my complaint is. We agreed on a price for 4 roundtrip flights and 2 hotel rooms, and the flights were canceled. Now you're telling me that I still have to pay for the hotel, despite the fact that I cannot get there without spending an additional $1200. If I had initiated the flight cancelation, I would completely understand and agree that I would need to pay for the hotel. If I had been offered new flights that could actually get me to my destination without paying additional money (especially in excess of $1000), I would have accepted that as well. These options were not given to me, which is why the chargeback had to be filed.
In addition, on 6/16/2020, Expedia contacted me and said that since I filed a chargeback, they were going to cancel my reservation, ending any possibility of me getting my money back if the chargeback does not close in my favor. When I asked why they would do that, they said "because they can't take the risk of me traveling on a reservation that hasn't been paid for". Mind you, the travel is not set to take place until October and the dispute will close July 6th. My credit card company said that they are not able to cancel the reservation without my permission, or they will lose the chargeback for sure. When I brought this to their attention, I was immediately called by a supervisor who said the were "willing to make an exception".
I am a frequent traveler and spend Thousands of dollars a year on Expedia. Never again.
I Booked a trip through Expedia.com. For a stay at a hotel. The Hotel called me 2 days before my booked date and cancelled. Expedia refuses to refund
My trip was booked for *** resort and waterpark in Myrtle Beach Carolina for the night of March 28th 2020. It was booked through Expedia.com. The hotel called me the Friday a day before and cancelled. The resort has issued a full refund. I reached out to Expedia customer service that monday March 30th to inquire about a refund they said it is under investigation b/c the hotel didn't notify them of closure. They claimed they would contact the hotel and figure out what happened. I've called them 2 times since and they are not helpful whatsoever. They tell me I have to contact the hotel in order to have them contact Expedia partners central and notify them of refund.
Expedia.com Response
• Jun 17, 2020
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund.
Our records indicate on March 8, 2020, Ms. or an
authorized user of the Expedia account, self-booked a one night stay at ***
*** Resort and Waterpark, checking in March 28, 2020 and checking out on
March 29, 2020 via ***
We can confirm on March 30, 2020, the customer called and advised the hotel cancelled the reservation. The customer advised he received
a call on Friday from the hotel stating they were closing for 2 weeks. The representative noted the reservation was
post stay and the customer also wanted to know if he could rebook.
On April 15,
2020, the customer called and stated he got notified that the hotel is going to
shut down because of COVID19. Our
representative advised the customer that he could expect to hear back from us
via email within the next four weeks with a resolution.
On May 5, 2020,the customer
called and insist that the hotel has
already processed a refund . Our
representative advised the customer that he has to wait for the email from us or
call the hotel to cancel.
On May 6, 2020,
the customer called claiming
that they got an email stating that hotel approved a full refund. Our representative called the hotel and was
advised to call back at 9am to speak with a manager. A refund was issued to the original card that
was charged for $145.26.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. We thank you
for allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I paid for trip insurance with Expedia when I was going to my boyfriend sister's wedding in South Africa, South Africa blocked their borders to the US citizens on the day I was supposed to land, this was announced a couple days prior, so I knew I would not be able to enter the country's borders and would be stuck in quarantine. Being the reasonable person I am I had decided I would cancel my flight due to such events because of COVID 19, a natural disaster, a pandemic, not in my control situation going on even though I was heart broken and devastated. to top this off I've been trying to get my boyfriend back from South Africa since, that's besides the point, but it's important because I have been right for cash with all these inflexible airlines and travel services.
Expedia did not abide by their own insurance policy on their own website that I paid extra money for, a reimbursement in full and they had the audacity to offer something I never accepted which was a waiver for another flight. this should come out of expedia's pocket or whoever insures them not out of mine I'm an American citizen that is suffering in this time.
Airlines and travel agencies deserve zero funding from federal government, I have had one after another after another rip me off and I do not appreciate Expedia being one of those culprits.
and my credit card company took Expedia side on this dispute without looking at all the facts, which I will make them correct, and then forced to charge another time on my account.
This is robbery. They cannot put up a policy that says they will reimburse in full if they will not reimburse in full. They cannot make commitments they will not uphold, it is not good business and it is immoral. we are suffering is a nation and travel agencies and airlines are taking advantage of people and their emotions giving false hope while taking all their money.
Expedia.com Response
• Jun 19, 2020
June 19, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 28, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile site under itinerary ***. Travel is with *** Airlines, traveling from Chicago, Illinois USA to Johannesburg, South Africa departing on March 18, 2020. The reservation included a Travel Protection Plan, for a total of $516.36. We understand Ms. is seeking compensation from Expedia, based on purchasing the Flight Protection Plan. On April 30, 2020, Ms. contacted Expedia to request a full refund for the *** Airlines reservation. We verified *** Airlines flexibility policy on their website, shows that Ms. booking value, of $481.36, became a travel credit. Regrettably, *** Airlines is not permitting a refund. The change fee to use the credit is waived given that travel is completed before, December 31, 2021. This policy is based upon the airlines non-refundable restrictions.Between May 2, 2020 to May 5, 2020, Ms. contacted Expedia to request a refund be issueddue to the Coronavirus pandemic. In regards to the *** Airlines flexibility policy, Ms. reservation is not eligible for a refund. We regret that, *** Airlines is not permitting Expedia to issue her a refund. However, the change fee to use the credit is waived given that travel is completed before, December 31, 2021. Restrictions do apply, further information pertaining to the use of the credit will be available upon booking. This policy is based upon the airlines non-refundable restrictions. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. On June 19, 2020, Expedia contacted *** Airlines to request a waiver to best address Ms., refund request. We were informed by the airline that a refund cannot be issued for Ms. ticket. In addition, Ms. stated she purchased the Protection Plan to guarantee a full refund. We used our tool which allows us to see the customer’s booking confirmation, Expedia confirmed our site advised the following detailed information;Protection Plan and *** Airlines rules are available for Ms. records below:https://www.expedia.com***Policy # ***If you have any questions, please contact our partner Aon Affinityat 1-855-400-2624 ESP: 1-855-334-3973 Intl: 1-516-342-4503.*** Airlines rules + restrictions:Tickets are nonrefundable, nontransferable and name changes are not allowed.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states: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.Regrettably, we are unable to submit a claim on behalf of a customer and the Protection Plans terms and conditions are available via a hyperlink, prior to a purchase. We cannot determine Ms. coverage under the Protection Plan. Expedia is not the policy administration, Ms. may contact Aon Affinity and submit her claim for their determination.
Although, we recognize that an airfare credit does not align with Ms. request, know that these are extraordinary circumstances that our travel suppliers are working through, and we do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to the customer.
Expedia can be reached at the following number, (877) 227-7481, for airfare credit assistance. Due to the information provided above Expedia is unable to honor Ms. 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.Sincerely,Melanie ***Corporate Correspondence Team
I booked a flight online thru expedia.com in Aug, 2019. My flight was $254.88 taxes and fees $47.72=$302.60. However, I purchased cancellation insurance for $21 fot a total all together $323.60. This is the ENTIRE amt that should have been billed to my credit card ***'s American Express. My itinerary #*** for a 3 day flight.
There were no baggage fees, etc. I only had small carry on.
When I recvd my credit card stmt a few mths out, it showed that expedia charged $377.60 and a SEPARATE expedia charge of$21, which totals $398.60 charged from Expedia.
THE DISPUTE...TOTAL CHARGE SHOULD BE $323.60 BUT MY CARD WAS CHARGED $398.60. DIFF OF $75.00
Since Nov,2019 I contacted EXPEDIA first and they did not show excess charge and told me to contact my card company for discrepancies and there was nothing else they could do.
CONTACTED ***'S AMERICAN EXPRESS and was advised this amt would have come from expedia and was asked to fax over supporting documents and wait 1 or 2 billing cycles. I did that and they wrote me back saying dispute not found and case closed.
I contacted card company for explanation to learn that first csr did not understand the dispute and went over everything again with new rep who had the supporting documents and finally got him to understand figures....he talked with his supervisor and told me that they gave me a new dispute# and they would remove charge in 2 different transactions , since the over charge was listed that way on billing. He states they would remove first $21 then remove $377.60 and change to $323.60 and credit diff of$54.00 back to my acct for a total of $75 credit. They would follow up with Expedia for response and it would take 1 or 2 billing cycles.
However, I now get a letter in mail from american Express stating too much time has lapse and they no longer have recourse to obtain credit for the charge. I contact expedia back and they have no record of ***'s dispute. They stil show I was only charge $323.60 from them
Expedia.com Response
• Jun 17, 2020
June 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.On August
25, 2019 the customer self-purchased a nonrefundable, non-changeable flight,
with *** Airlines for travel on August 29, 2019, via the Expedia website.
They added flight coverage with Travel Guard on check out, which had a 10 day
look period, and was nonrefundable after that time.In 2020
the customer contacted us stating that the price they agreed to pay for the
flight was $75.00 less. We reviewed the booking and found that the flight price
agreed to at the time of purchase online was $302.60. The air
fare was not guaranteed until it was booked, and confirmed by the vendor, ***
Airlines. All vendor inventory comes from a live inventory that is offered by
the vendor and multiple booking outlets. Between the time the customer selected
the flight and the time the ticket was requested, all of the seats at the price
of $302.60 sold out. The next lowest fare was higher by $75.00. In cases like
these, out ticketing department reaches out to customers to see if they want an
available fare, or another flight. We were
able to see that the higher flight price was booked on the customers credit card.
Based on the customers advice we provided the refund of $75.00 on May 21, 2020.
No further refund is due, and compensation is not available for standard flight
and coverage purchases.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I purchased 2 round trip tickets via online in Feb. It said I would be refunded back my full price minus any cancellation fee if they had one. *** airlines does not have one. I tried calling customer service for a few weeks but all the recording says to keep trying back 72 hours before your departure date. I never heard back anything. Now due to COVID 19 I cannot leave anywere and still have not been contacted.
Expedia.com Response
• Jun 17, 2020
June 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.On March
11, 2020 the customer purchased roundtrip flights for two passengers for travel
from Phoenix, AZ to Honolulu, HI for $795.60, via itinerary ***.
Since that time, the flights were exchanged. This itinerary did not have a
purchase of flight cancelation or protection coverage with it.There
were two other itineraries with purchases of *** Airlines flights on them,
but neither was in February. On March 3, 2020 the customer purchased, and then
voided, *** Airlines flights via itinerary ***. Itinerary ***
included a flight protection coverage purchase of $136.00 that was refunded
within the refundable period, also on March 3, 2020.If there
was another itinerary that the customer is referring to they may file a
separate complaint for that itinerary, or contact our customer service
department 24 hours per day at 1-800-EXPEDIA.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Please do NOT book with Expedia. After hours of waiting on hold, customer service is horrible. They are not there to help you, they want to make it impossible to get a refund, or even if you just need help booking something. They want to make sure they take what money they can get from you. I was on hold for an hour and a half 3 different times for the same issue, and still did not get resolved. Talked to someone at Corporate named Evan and he was more rude than the customer service rep that transferred me to him. I urge you to go to another travel website.
Expedia is very much unhelpful now that the Covid pandemic is happening. I had purchased a flight and condo package for Hawaii for May 5. Not only could I not get anyone on the phone for months but when I finally did they were unable to assist me. The condo I booked was originally no refund but changed policy to have free rebooking of dates. Expedia could not manage to change my condo dates because they go through a 3rd party who is attempting to keep my money. I called the condo directly and they had heard nothing from expedia and told me their third party affiliate was delinquent in many payments. So basically I have thousands of dollars which should be rebooked but and unable to even get a rep on the phone now. The recording just states due to Covid blah blah. Well I want my rebooking now or a refund. Will never again use Expedia.
They canceled my flight and refuse to refund my money . They only offer me a credit which I can not use because the timetable for me to use this flight is over . I will never use the credit
Expedia.com Response
• Jun 16, 2020
June 16, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines Group
departing Tampa,
FL to Sao Paulo, Brazil on April 24, 2020, and returning May 2, 2020 for one adult . We understand Mr. is requesting a refund for the cancelled
flights.On March 30, *** cancelled flight operations from Miami, FL to
Sao Paulo, Brazil travelling on April 24. The cancellation allows for a refund.
We have advocated the refund request with the airline and was advised to fill
out a refund request form online through their agency support page. The refund
will be first received in the form of a voucher with ***, and will then allow
a cash refund to be processed to the customer. We
have contacted Mr. to inform him of this process. The customer will be
receiving an email from the airlines when the voucher is processed. Due to the unprecedented
volume of requests, the refund timing may be delayed.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 25, 2020
I would like to know what will the airline do next .I have not received A voucher yet and I wonder if I will
Expedia.com Response
• Jun 30, 2020
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns. As previously mentioned, the airlines
are experiencing an unprecedented volume of requests at this time which may
cause a delay in receiving the voucher. The voucher was successfully submitted
on June 16. Expedia contacted *** to inquire and was advised it may be up to or
longer than 15 business days to receive. Once received, the customer will be
given instructions from *** on how to request the refund, or keep the voucher
as credit towards a future flight with ***. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 30, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel through this website for a Paris hotel called *** from may 16 through may 18 2020. I have since then been told that I cannot get a full refund for my booking although my Paris flight have been cancelled 2 weeks ago. Also the hotel is listed/ recorded as closed at this location. Also, I tried looking for availability for this hotel for my booking dates may 16 to may 18 and it was not possible because of the current pandemic going on. I am not cancelling this booking because I want to but because worldwide I cannot travel or stay at their hotel in the dates I requested. Now Expedia is saying that they cannot refund me the money to original form of payment but in stead they can give me a voucher. I want a full refund to original form of payment as we do not know the outcome of this pandemic, when travel restrictions will ease, or when it will be safe to travel again and stay at hotels. It is not fair or right for Expedia to keep my money.
Itin: *** - Case ID : [REQ:***]
Expedia.com Response
• Jun 18, 2020
June 18, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Dr. *** (Revdex.com case number ***)
regarding their hotel reservation. Our records indicate that on February
20, 2020, the customer, or an authorized user of the Expedia account,
self-booked a nonrefundable hotel reservation on Expedia's website, under
itinerary *** The booking was with ***,
Paris, France, for May 16-19, 2020. We understand the customer is requesting a
full refund of the reservation due to COVID-19. Upon review, on April 29, 2020, Dr. ***
contacted Expedia, requesting our assistance with cancellation of the hotel
booking for a full refund. Due to the hotel’s nonrefundable policy, we
contacted the property for a refund authorization but weren’t able to reach
anyone. On April 30, 2020, we sent an email to the hotel, requesting a waiver
of the nonrefundable penalty. On June 18, 2020, with the hotel’s
authorization, Expedia issued a full refund of the booking in the amount of
$370.77 back to the customer’s original form of payment. It may take up to two
billing cycles for the refund to process, depending on the customer’s financial
institution.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 you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Dr. *** accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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,Gayana *** Corporate Correspondence Team
Customer Response
• Jun 18, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have received confirmation of refund today via email.
In December I booked a package trip including flight and hotel through Expedia.com. Our flights were cancelled by the airline and I have been trying to seek a refund for the tickets purchased. I have spent hours on hold and processed several complaints with Expedia. The trip was due to take place the week of April 18th for a week to Spain. I was told that the airline would like to issue a credit for future flights but the flight was cancelled by them and should be refunded. I am still waiting to hear from Expedia and the airline and feel as though they are stealing my money. According to the the department of transportation they are obligated to refund the ticket amount. Please help.
Expedia.com Response
• Jun 17, 2020
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com
case number ***) would like a
refund for the tickets purchased through Expedia for flights on *** to and
from Spain in April.Our records indicate on December 2, 2019, Ms. or
an authorized user of the Expedia account, self-booked two round trip flights
on ***, departing on April 18, 2020 from Boston, MA to Madrid, Spain,
returning on April 25, 2020, with a six night stay at *** Hotel ***
*** along with round-trip airport transfers via ***.
We can confirm on March 15, 2020, the hotel and round-trip
airport transfers were cancelled. Expedia
processed a refund of $863.55 for the hotel and processed a refund for the
round-trip transfer for $78.10. The Expedia issued refunds should appear back on the card within 30 days from the processing date.
On June 11, 2020, Expedia emailed Mr. and
advised, “As you have requested refunds instead of future flight credits, we
have now processed the refund in full for both tickets, each in the amount of
$694.73. Due to the overwhelming
amount of refund requests the airline is receiving as a result of the Coronavirus
(COVID-19) health crisis impacting travel globally, refund times are taking
longer than usual.”
After further review on June 17, 2020, in
review of the Expedia account and the *** record the refund was requested
via the *** record on June 10, 2020 for $694.73 for each ticket. The original charge was charged by *** and
*** will be the merchant to issue the refund. Since the airline, processed
the charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above there is no refund request
that we are able to honor. thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 17, 2020
Complaint: ***
I am rejecting this response because:I called *** as stated in Expedia's response and they told me that Expedia is responsible for the refund. It supposedly is in the process of being refunded but I have yet to see the money on my card and this began on April 15th. *** says I will receive it from Expedia and Expedia says I will receive it from ***. I will state that I am satisfied with the company once I physically receive the refund for a flight that was cancelled by the airline. The process of working with Expedia to receive the refund has been more than painful and since writing the initial complaint I have continued to spend hours on hold and on the phone with agents. *** mentioned that it is Expedia's job to work with and resolve these issues for their customers since the flights were booked through them. I have been lied to by the company many times telling me they were processing a refund when they hadn't and I can't believe them until a refund has actually been received. Once that happens I will be happy to close this case.
Sincerely
Customer Response
• Jun 22, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Revdex.com,
My name is *** and I am writing in regards to case number ***. Today I finally received the refund for flight tickets. I would like to close/resolve the above case. Thank you for your help!
***
Sincerely
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not
accept our response.
We are again responding to Ms. complaint
regarding refunds. We understand that Ms. contacted
*** and they advised the refund would have to go through Expedia.
We have reviewed the documentation Ms. provided to further address her concerns. After further review on June
22, 2020, Expedia reviewed the account and since the last Revdex.com complaint was
addressed on June 17, 2020 there have not been any changes. Expedia stands behind their initial response
regarding the customer refund request. Expedia
as a third-party intermediary and the refund information has been submitted to
***. Since *** processed the original
charge on December 2, 2019 for $1389.46, *** will issue the refund of $1389.46
to the original form of payment. The customer can reference the original charge on his financial
documents to reference who the original merchant was. The merchant that charged him would be the
refunding merchant. We apologize for any
inconvenience you may have experienced. Expedia
will not be processing a refund as *** is the merchant of record and the
refund information has been submitted to them for their processing.
Since the airline processed the
charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.
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.Sincerely,Di-Di
***Corporate
Correspondence Team
Hello,
On January 21st we bought airline tickets on www.expedia.com to go to wedding in the Cook Islands. The flights were supposed to be on April 3rd and the second part of it on April 4th and they all got canceled by the airlines (*** and Air ***) due to traveling restrictions.
We have been trying ever since to contact Expedia and spent hours on the phone and no real person talks to us. We contacted the airlines directly and they said due to their policy we are entitled to a full refund but because we booked with Expedia it had to be done through them. I call every day and every week and have no clue what happened to the $2,736.50 plus $1,454.00 that we need to get back. No one answers and no one tells us anything expect a recording message and then it hang up. The itinerary numbers are: #*** and #***
I ask you to please intervene in our case and help us get the money back as we cannot afford lose that much money. Thank you so much,
Respectfully
Expedia.com Response
• Jun 14, 2020
June 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a round-trip fare with *** Airlines departing
April 3, 2020 from Stuttgart, Germany to Los Angeles, CA, and returning
April 11, 2020 for two adults. And a Round-trip fare with Air ***
departing Los
Angeles, CA to Rarotonga, Cook Islands on April 4, 2020, and returning April
10, 2020 for two adults. We
understand Ms. is requesting a refund for both itineraries.On April
22, *** airlines processed a refund for both passengers in the amount of
$723.95 for each ticket. On May 15,
Expedia initiated the refund to Air *** for both passengers in the
amount of $1368.25 each ticket. The airline will process the refund on their
end. Refunds may be delayed due to the unprecedented volume the airline is receiving.No action
has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Unable to take my family vacation in Puebla, Mexico. Travel date was March 23, 2020 thru March 30, 2020. They will not refund one of the hotels booked.
Expedia.com Response
• May 13, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***.
Below are the findings and resolution to the case:We understand this issue was escalated due to the customer
seeking a refund for their unused reservation at *** On March 23rd of 2020.To help resolve this concern, we contacted the Property to
verify billing for the reservation. We were able to confirm a refund was
possible for this booking. As such, we issued a refund in the amount of 300.00 USD on
May 5th of 2020. Due to the unprecedented volume of travel disruptions, refunds
may take up to 30 days to process.We apologize for any inconvenience this may have causedThank you for bringing this matter to our attention and
allowing us a chance for resolution.
My travel plans were for April 8,2020 going to Prague and it was cancelled by travel agency and the airline and of course the government due to Covid 19. I was left no choice but to dispute this charge with my credit card since Expedia Travel did not except any calls or emails it was just an automatic robot response. The Hotel contacted me immediately and offered a refund but in order to get that refund I still have to go through Expedia travel but impossible to reach them, now for the airline they are saying since it was non refundable tickets they can't offer me a refund but my whole trip was not refundable at the time of purchase then how come is the hotel is refunding me the money and because due to the Pandemic everything is cancelled and as a loyal Expedia costumer we should have some resolution in this matter and the policy of Airline and Expedia should be adjusted. Thank you
Expedia.com Response
• Jun 16, 2020
June 16, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a round-trip fare with *** departing New York, NY
to Prague, Czech Republic on April 8, 2020, and returning April 15, 2020 for two
adults. And a six night stay at the Hotel *** checking in April
9, 2020. We understand Ms. is
requesting a refund due to the travel restrictions following the Covid-19
pandemic.Starting
March 16, *** cancelled flight operations to the outbound and inbound
flights making the tickets eligible for refund, however the airline has inhibited our ability to offer a direct refund. We will
request a refund on the customer’s behalf, but it is up to the airline to
approve and process the refund. This can take up to 10 weeks. We will send the customer an email notification when the refund is processed or an update in a month if the
refund is still pending.On April 7,
Ms. or an authorized user of
the Expedia account cancelled the hotel reservation at Hotel ***. The refund
for $776.17 was initiated, however on April 11 the refund failed due to a
dispute the customer filed with their credit card company. The customer will now
be refunded through the charge-back process and directly with her financial
institution.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I made a booking with Expedia for my daughter to fly on *** Airlines from March 14-March 21. My daughter cancelled the flight with *** Airlines on March 12. I called *** twice to confirm this. Expedia claims my daughter was a no-show for the flight and they want to send me a voucher. I made three calls to Expedia totaling almost four hours to speak to one supervisor after another. I do not want the voucher. I need the credit to my
Expedia.com Response
• Jun 15, 2020
June 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Los Angeles, CA to Lihue,
HI on March 14, 2020, and returning March 20, 2020 for one adult. We understand Mr. is requesting a refund.On
May 11, Expedia initiated the refund for the amount of $587.80 to the original
form of payment used. The refund will be completed by *** airlines directly.
Refunds may be delayed due to the unprecedented volume of requests the airline
is receiving. No action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I was booked for a stay in the *** Hotel *** Cincinnati *** through Expedia (confirmation #***) for March 21-23. $365.07 was taken out of my checking account for the stay on March 6th, 2020. On the 20th of March at 6:56PM I received a text message from Expedia stating: "Reservation Update from Expedia: We’ve made it possible for you to cancel your booking #*** for *** Hotel & *** in Cincinnati, reply with 1 at least 24 hours before travel. If you wish to keep your reservation or have already canceled, there is nothing you need to do and no need to cal. Reply STOP to unsubscribe.” I then replied back with “1” immediately and I received the following message back at 7:02PM: “Thank you ***, your hotel cancellation is being processed. Due to the large number of cancellations, it may take up to 30 days for you to receive your refund. When you are ready to travel again, we’ll be ready to serve.” I have screen shots of all of these texts.
I then called the hotel in Cincinnati to make sure they knew we were not coming and to tell them about my message to Expedia. I called them at 6:58 and explained to the man who answered. He said that he didn’t have anything yet from Expedia and that he couldn’t cancel my reservation because I went through Expedia but he understood we were not coming. I was assured that by him that communicating with Expedia was the proper thing to do.
I called Expedia on April 5th and they said they would call the GM at the hotel to refund my money but now one month later I still have not received my money back nor any response from Expedia or the hotel.
Expedia.com Response
• Jun 17, 2020
June 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night stay at the ***
Hotel *** for three adults. We understand Ms. is requesting a refund for the hotel
reservation.The
reservation booked is refundable before March 20, 2020 at 1:00 P.M local hotel
time. If not cancelled the reservation will be considered no-show and will be penalized
for the whole amount. Expedia has advocated a refund request to the hotel, unfortunately
the refund was denied due to the reservation not being cancelled before the
scheduled check in time.Ms.
mentioned she received notice from Expedia to cancel her hotel reservation
before check in and received confirmation for the refund as well. We have made three
attempts to reach the customer to request a copy of the confirmations she had
received for cancelling the reservation, unfortunately we were unable to reach
Ms..Expedia
kindly asks Ms. to call our service desk at her earliest convenience and
reference *** to allow
our support team to research the claim further. Refunds are subject to approval. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I searched expedia.com for hotel reservation for ***, CA for May 27, 2020 to May 30, 2020. This was done on May 4, 2020 at around 5:20PM. I locate a rate for *** in *** for $54 a night (Iten #***). When I went to book the room I was offered to pay now for $163 or pay at hotel for $305. I selected to pay now for $163. When I proceeded to pay, the charge was $405 for the three nights. I tried calling Expedia but they would not respond to call unless I had current reservation. So I booked the hotel and called for an explanation on the different rate. The first customer service representative put me on hold for 20 minutes. I called back and was transferred to the gold member service department. The agent was very rude and hung up on me. To have one rate on the website and tribble the rate once someone books reservation is unethical and illegal.
Expedia.com Response
• Jun 16, 2020
June 16, 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 for $306.00.
Our records indicate on May 5, 2020, Mr. or
an authorized user of the Expedia account, self-booked a three night stay at ***
***, checking in May 27, 2020 and checking out on May 30, 2020via ***.
We can confirm on May 27, 2020, the customer
called in asking for a refund for the
last night. The customer wanted to check
out early on May 29, 2020. Our
representative called the hotel and they allowed us to process one night refund
and charge for two nights. Agent
processed a refund for $141.79 to the original card that was charged.
After
further review on June
16, 2020, Expedia was able to review the creation of the reservation in
our back office system. The reservation
was created for three nights for $405.65 plus taxes and fees of $63.66 for a
total of $469.31 less 34,235 Expedia points ($244.44) total reservation cost
was $224.87. The average cost of the
room at this cost is $53.77 less taxes.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. We thank you
for allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Yo hice dos reservas con EXPEDIA para CANCUN Mexico de Boletos de Avion, Transporte y Hotel para 9 personas en total para el dia 03/19/2020 al 03/22020 ,debido al COVID 19 tuve que cancelar esas reservas ,2 dias antes de la fecha de salida de la reserva despues de mucho trabajo me pude comunicar con un Costumer Service de Expedia el cual me dijo que no tenia ningun problema para cancelar que el dinero me lo reembolsarian.Lo cual solo me han reembolsado una minima parte de una reserva y de la otra reserva nada ,me puse en contacto con el Hotel en Mexico y este me refirio que ellos no tenian nada que ver con el reembolso ya que no habian combrado ningun dinero que todo el tramite lo habia hecho Expedia y por lo tanto con ellos me tenian que hacer mi reembolso..he tratado de comunicarme con Expedia pero es casi imposible por telefono .
Expedia.com Response
• Jun 16, 2020
June 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia, Inc. is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a refund request for a hotel reservation.
I have reviewed this case and I’m able to see that Mr. booked two different hotel reservations via itineraries *** and ***. Mr *** had previously contacted Expedia on March 17 and 23rd , 2020. The hotel authorized a partial refund for itinerary ***. They did not authorize a refund for itinerary ***. As you may know, Expedia.com acts as a third-party intermediary for airlines, activities, car rental companies, and hotels. We are unable to provide a refund without approval from the vendor. Provided below are the Terms of Use that were accepted.
TERMS OF USE
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or feel the information provided by the hotel is incorrect we suggest the customer contacts us by phone at 1-800-397-3342 for immediate assistance.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• Jun 22, 2020
I am rejecting this answer since before the deadline for the trip I called the Hotel and they told me that they could not make any refund directly since Expedia was the one who did all the paperwork and Expedia had my money and they had to do me the full refund of the 2 reservations. Needless to remind you that the trip was canceled by the PANDEMIA DEL COVID 19 not because my family and I did not want to travel. I consider it a lack of respect that Expedia takes advantage of the great situation for The world is happening right now and I am not really proceeding as I should, to fully refund the Hotel.
***Translated by Revdex.com
Expedia.com Response
• Jun 29, 2020
June 29, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. ***. Expedia, Inc. is once again responding to the consumer complaint from Ms. (***) regarding a refund request.
Expedia has again reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfaction. We have once again determined no refund will be provided to Ms.. The decision comes because of the information we reviewed and because the customer accepts the Terms and Conditions provided before the purchase is made. We would like to make it clear that when a vendor approves a refund, Expedia would then and only then refund the customer. I mention this because it’s possible that Ms. believes no authorization is needed from the hotel, which is not correct.
We have once again saved information provided on her the Expedia account to avoid any future issues regarding the matter.
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.
Due to COVID-19 travel restrictions, I was forced to cancel Expedia Itinerary #*** in the amount of $4,476.99. The purchase included roundtrip airfare for my sister and I, hotel room and travel insurance policy. I attempted to call Expedia’s 800-number on March 18 to discuss my upcoming trip, but a recording informed me I couldn't complete the call because my trip wasn't within 7 days. I was forced to wait to see if Expedia would cancel my reservation in light of escalating worldwide travel advisories. On March 22, I visited Expedia.com to cancel my hotel and airfare (I did not cancel my travel insurance at this time because I thought it might be beneficial in receiving a refund). Shortly after, I received an email from Expedia stating that my hotel would be refunded and I'd receive an airline credit. I want a refund instead of an airline credit. When I tried using Expedia’s online chat function to request a refund, I repeatedly received messages that I should try back later because all agents were working with other customers. I called Expedia’s 800-number and this time a recording said that I couldn't complete the call because my trip wasn't within 72 hours. On March 26, I again dialed Expedia’s 800-number. I remained on hold for 5 hours and 36 minutes without ever speaking to an agent. Throughout the day, I repeatedly tried to use Expedia’s online chat function and was told over and over that I should try back later. I then tried to contact Expedia via social media. My direct message on Twitter was read but never acknowledged with a response. When I canceled my travel insurance on Expedia’s website, I was told it was too late to receive a refund. I'm seeking a refund because I didn't receive any travel insurance benefits and there is no trip for which I need to be insured. On March 26 and April 1 I emailed [email protected] and [email protected] to voice my frustration and demand a refund for my entire trip package. All messages have gone unanswered.
June 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint you received. We are responding
to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight. We understand they are requesting a refund.The customer
purchased a package on January 7, 2020 for two people for six nights at ***, Mexico, including roundtrip flights with
*** Airlines and package coverage with Travel Guard.The hotel
was refundable until March 26, 2020. The flights were nonrefundable; but, they
allowed for changes with payment of change fees and fare difference, with
restrictions. The package coverage included coverage for before and after
travel started, had a 10 day look period and was nonrefundable after that time.The
customer canceled their travel on March 22, 2020. They received a full refund
of the hotel. The airline allowed the flights to be canceled and held as credit
to be used as per the fare rules and restrictions; however, they are waiving
the change fees. The coverage is nonrefundable. The terms
and conditions of each of the travel/travel coverage suppliers was provided at
the time of booking. As the terms were provided Expedia will not be able to
compensate for any penalties or other travel expenses.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
As I have repeatedly stated, a credit is NOT what I requested. I simply want and deserve a refund. Furthermore, you have failed to refund the trip protection charges for a trip that NEVER TOOK PLACE. Expedia’s customer service is reprehensible in the face of a pandemic. I have spent a considerable amount of time and effort over the past three months attempting to reclaim the funds your company has pocketed. Your company was not equipped or available to discuss my trip, instead you’ve given me and thousands of others the run around and that is unacceptable.
I purchased 2 flight tickets on February 17th 2020 for ***, Texas for a total of $848.40 on my credit card. This amount includes an additional $56.00 per ticket for cancellation insurance due to the COVID-19 pandemic the event I was scheduled to attend was cancelled. On March 25,2020 I Emailed Expedia for a refund to my credit card for my purchased tickets, I got a response back through E-mail on April 27th that they were giving me a credit for my tickets, which is not what was requested. I tried to contact Expedia on May 5th, 2020 through their customer service number at 1877 227-7481 at which time I got a automatize response stating they were not excepting any calls except to reschedule flights and no other matters will be handled. Expedia gives false advertising when it comes to purchasing cancellation insurance and they make it difficult to contact their company through E-mail or their customer service number. I am requesting a full refund of my money back to the credit card the tickets were purchased with.
June 18, 2020Revdex.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 Ms. *** (Revdex.com case number ***) regarding her flight
reservation. We understand the customer is requesting a full refund of the
flight due to change of plans. Our records indicate that on February 14,
2020, the customer, or an authorized user of the Expedia account, self-booked a
nonrefundable nonchangeable flight for two passengers on Expedia's mobile site,
under itinerary ***. The flight was with *** Air Lines from Savannah,
GA, to ***, TX, with a connection in Atlanta, GA, departing on July 3,
2020, and returning on July 5, 2020. Additionally, the customer purchased a
Travel Protection Cancellation Plan with Travelguard for $56.00. On April 27, 2020, the customer
self-cancelled the flight. Per the flight’s policy, it’s nonrefundable and
nonchangeable. However, due to COVID-19, the airline issued a full travel
credit with *** in the amount of $396.40 per passenger. The customer advised she’s not satisfied
with travel credit and would like to utilize her Cancellation plan to request a
refund of the flight. In order to do so, Ms. needs to file a claim
directly with the plan provider Travelguard. The customer
may file a claim with Travelguard by visiting https://claims.travelguard.com/myclaim
(the link can also be found in her account), or by calling 1-855-*** and
providing her policy number ***. Please be advised, Expedia is a third party,
and we don’t have information about the customer’s plan coverage, nor can we create
or review claims, or in any way influence their outcome. Travelguard will review Ms.’
claim and will notify the customer directly of their resolution. 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 you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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,Gayana *** Corporate Correspondence
Team
I booked a cruise on Carnival for June #*** ON Expedia #***. I cancelled to cruise do to Covid19 pandemic. I contacted Expedia in April and May to cancel. They responded that I would not be refunded my $200 deposit, because I didn't pay in full by March 24, 2020 deadline, but I emailed to cancel after I couldn't reach customer service several time. Carnival told me I should be refunded the money, but Expedia said its a $200 penalty. I want my money refunded or I will seek legal action.
June 19, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
Scott *** (Revdex.com case number ***) regarding a cruise reservation. Upon receipt of Mr.’s complaint, we escalated his
concerns to our Cruise team. They reached out to the customer and on June 18,
2020, issued the requested refund of $200.00 to the provided form of payment. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I received an email stating that our flights had been changed. I called the airlines and they stated that our flights had indeed been changed, and that due to the new schedule, we would miss one of the flights we are scheduled for. I tried to contact expedia in order to resolve the flight schedule, but they are refusing to speak to me about my itinerary due to the fact that my travel is more than 30 days away. I need to speak to an agent to get this issue resolved, and to find out what my options are.
June 17, 2020
*g any exceptions to the original terms and conditions
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 Mrs. *** (Revdex.com case number ***)
regarding wanting to speak by telephone, to an Expedia Customer Service
Representative that can help her resolve the issue with her flights or give options
on refunds.
Our records indicate on January 1, 2020, Mr. *** or an authorized user of the Expedia account, self-booked four multiple
destination flights on *** Airline, departing on October 10, 2020, from Pensacola, FL to Barcelona,
Spain, returning
on October 17, 2020, with two rooms for six nights each at *** along with the Package Protection Plan via ***.
We can confirm on January 2, 2020, the customer
called in to modify passenger one to *** Our representative advised to void and
reissue.
On April 29, 2020, Mr. emailed Expedia
advising that he wanted to cancel. He advised he would accept a travel voucher
and if not would like a refund. On April 30, 2020, Expedia emailed a response
asking him to contact Expedia via telephone as our response is limited via
email
On May 12, 2020, the customer emailed Expedia
advising his flights were cancelled by the airlines and since he has not been
able to get in contact with Expedia, he has filed a charge-back with the credit
card company. Expedia replied asking the customer to contact Expedia at 1-800
***
On
May 17, 2020, Expedia emailed the customer advising *** Airline has
made a schedule change to the itinerary. Expedia offered options and asked the
customer to select an option and advise. Mr. replied to the email and
asked to be called, advising he will cancel the charge-back if someone calls him. Expedia sent a second email to Mr.
which advised, “as your travel date is beyond May 31st, ***
is not currently of
of your booking”. Mr. replied
to the email with his dissatisfaction. Expedia replied advising,” regarding your cancellation request for
your hotel reservation at ***. Please be advised that we already coordinated your request to the hotel,
and we are sorry to inform you they did not agree to cancel the reservation
without penalty at this time. While we
understand your frustration on the denial of your request, however, as much as
we would like to assist you, Expedia is subject to the rules and restrictions
of the vendors whose services we sell. We act only as an agent for their
product and do not have the authority to override or to change their decision
and policies”.
On June 7, 2020, Expedia emailed the customer
advising *** Airline has made a schedule change to the itinerary. Expedia
offered options and asked the customer to select an option within 48 hours and
reply to the email. There has not been a response to this email.
After further review on June 17, 2020, Expedia reviewed
of the reservation, *** has changed the flights. The customer filed a charge-back on May 14,
2020 against the airline charge in the amount of $2,032.10. Since the customer has filed a charge-back
with his financial institution, they will make the final decision regarding
this matter. Expedia is not able to make
any changes or request to the flight reservation because of the open charge-back. Mr. would need to supply Expedia with
written proof that the charge-back has been closed before we are able to assist any
further. The hotel has declined a waiver
for cancelling their reservation, which happened to be booked as a
non-refundable reservation. Expedia suggest
that Mr. contact our Customer Service Department at 877-227-7481 if he receives the written proof that
the charge-back has been closed and wants to forward to us or needs to discuss
the reservation.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. ***
Airline is the operating carrier and merchants of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. In addition, at the time of completing his booking on our website, Mr.
Tucker agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Several false claims were made in the business response. First of all, On April 29, 2020, I did not email them and say that I wanted to cancel. I emailed them and stated that *** canceled my original flights and I would like to know our options. I got no response from Expedia. I called *** directly, and they said they had no flights that could get me to Barcelona in the time-frame that I had booked, and my best option was to request a refund. I did not do that right away, because I didn't want to mess anything up with Expedia, as I booked the flights and hotel as a package deal. I finally heard back from Expedia on 6/5/2020 and they offered me 2 new flight options, or to call *** and get a refund. The 2 flight options I was offered were IMPOSSIBLE to make, as the 3rd leg of the flight took off while the 2nd leg was still in the air. This is not an example of "I didn't like my options" this was an example of "the options were literally impossible". I called Expedia and was able to get through to them using a reservation number for a different upcoming trip that was within their time frame to speak to me. I was told that my only real option was to call *** and get a refund. I did this with no problem, as *** said it was their fault and they couldn't get me to Barcelona.
The second false claim that was made was that the chargeback in the amount of $2032.10 was for the flights. This is not the case. *** refunded the flights. The amount on the credit card dispute was for the hotel. It was disputed because Expedia refused to refund the money from the hotel, despite the fact that they could not get me to Barcelona without me using the refunded money from *** PLUS another $1200 to book new flights. This is where my complaint is. We agreed on a price for 4 roundtrip flights and 2 hotel rooms, and the flights were canceled. Now you're telling me that I still have to pay for the hotel, despite the fact that I cannot get there without spending an additional $1200. If I had initiated the flight cancelation, I would completely understand and agree that I would need to pay for the hotel. If I had been offered new flights that could actually get me to my destination without paying additional money (especially in excess of $1000), I would have accepted that as well. These options were not given to me, which is why the chargeback had to be filed.
In addition, on 6/16/2020, Expedia contacted me and said that since I filed a chargeback, they were going to cancel my reservation, ending any possibility of me getting my money back if the chargeback does not close in my favor. When I asked why they would do that, they said "because they can't take the risk of me traveling on a reservation that hasn't been paid for". Mind you, the travel is not set to take place until October and the dispute will close July 6th. My credit card company said that they are not able to cancel the reservation without my permission, or they will lose the chargeback for sure. When I brought this to their attention, I was immediately called by a supervisor who said the were "willing to make an exception".
I am a frequent traveler and spend Thousands of dollars a year on Expedia. Never again.
Sincerely
I Booked a trip through Expedia.com. For a stay at a hotel. The Hotel called me 2 days before my booked date and cancelled. Expedia refuses to refund
My trip was booked for *** resort and waterpark in Myrtle Beach Carolina for the night of March 28th 2020. It was booked through Expedia.com. The hotel called me the Friday a day before and cancelled. The resort has issued a full refund. I reached out to Expedia customer service that monday March 30th to inquire about a refund they said it is under investigation b/c the hotel didn't notify them of closure. They claimed they would contact the hotel and figure out what happened. I've called them 2 times since and they are not helpful whatsoever. They tell me I have to contact the hotel in order to have them contact Expedia partners central and notify them of refund.
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund.
Our records indicate on March 8, 2020, Ms. or an
authorized user of the Expedia account, self-booked a one night stay at ***
*** Resort and Waterpark, checking in March 28, 2020 and checking out on
March 29, 2020 via ***
We can confirm on March 30, 2020, the customer called and advised the hotel cancelled the reservation. The customer advised he received
a call on Friday from the hotel stating they were closing for 2 weeks. The representative noted the reservation was
post stay and the customer also wanted to know if he could rebook.
On April 15,
2020, the customer called and stated he got notified that the hotel is going to
shut down because of COVID19. Our
representative advised the customer that he could expect to hear back from us
via email within the next four weeks with a resolution.
On May 5, 2020,the customer
called and insist that the hotel has
already processed a refund . Our
representative advised the customer that he has to wait for the email from us or
call the hotel to cancel.
On May 6, 2020,
the customer called claiming
that they got an email stating that hotel approved a full refund. Our representative called the hotel and was
advised to call back at 9am to speak with a manager. A refund was issued to the original card that
was charged for $145.26.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms. agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. We thank you
for allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I paid for trip insurance with Expedia when I was going to my boyfriend sister's wedding in South Africa, South Africa blocked their borders to the US citizens on the day I was supposed to land, this was announced a couple days prior, so I knew I would not be able to enter the country's borders and would be stuck in quarantine. Being the reasonable person I am I had decided I would cancel my flight due to such events because of COVID 19, a natural disaster, a pandemic, not in my control situation going on even though I was heart broken and devastated. to top this off I've been trying to get my boyfriend back from South Africa since, that's besides the point, but it's important because I have been right for cash with all these inflexible airlines and travel services.
Expedia did not abide by their own insurance policy on their own website that I paid extra money for, a reimbursement in full and they had the audacity to offer something I never accepted which was a waiver for another flight. this should come out of expedia's pocket or whoever insures them not out of mine I'm an American citizen that is suffering in this time.
Airlines and travel agencies deserve zero funding from federal government, I have had one after another after another rip me off and I do not appreciate Expedia being one of those culprits.
and my credit card company took Expedia side on this dispute without looking at all the facts, which I will make them correct, and then forced to charge another time on my account.
This is robbery. They cannot put up a policy that says they will reimburse in full if they will not reimburse in full. They cannot make commitments they will not uphold, it is not good business and it is immoral. we are suffering is a nation and travel agencies and airlines are taking advantage of people and their emotions giving false hope while taking all their money.
June 19, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on January 28, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile site under itinerary ***. Travel is with *** Airlines, traveling from Chicago, Illinois USA to Johannesburg, South Africa departing on March 18, 2020. The reservation included a Travel Protection Plan, for a total of $516.36. We understand Ms. is seeking compensation from Expedia, based on purchasing the Flight Protection Plan. On April 30, 2020, Ms. contacted Expedia to request a full refund for the *** Airlines reservation. We verified *** Airlines flexibility policy on their website, shows that Ms. booking value, of $481.36, became a travel credit. Regrettably, *** Airlines is not permitting a refund. The change fee to use the credit is waived given that travel is completed before, December 31, 2021. This policy is based upon the airlines non-refundable restrictions.Between May 2, 2020 to May 5, 2020, Ms. contacted Expedia to request a refund be issueddue to the Coronavirus pandemic. In regards to the *** Airlines flexibility policy, Ms. reservation is not eligible for a refund. We regret that, *** Airlines is not permitting Expedia to issue her a refund. However, the change fee to use the credit is waived given that travel is completed before, December 31, 2021. Restrictions do apply, further information pertaining to the use of the credit will be available upon booking. This policy is based upon the airlines non-refundable restrictions. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the airlines discretion. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. On June 19, 2020, Expedia contacted *** Airlines to request a waiver to best address Ms., refund request. We were informed by the airline that a refund cannot be issued for Ms. ticket. In addition, Ms. stated she purchased the Protection Plan to guarantee a full refund. We used our tool which allows us to see the customer’s booking confirmation, Expedia confirmed our site advised the following detailed information;Protection Plan and *** Airlines rules are available for Ms. records below:https://www.expedia.com***Policy # ***If you have any questions, please contact our partner Aon Affinityat 1-855-400-2624 ESP: 1-855-334-3973 Intl: 1-516-342-4503.*** Airlines rules + restrictions:Tickets are nonrefundable, nontransferable and name changes are not allowed.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states: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.Regrettably, we are unable to submit a claim on behalf of a customer and the Protection Plans terms and conditions are available via a hyperlink, prior to a purchase. We cannot determine Ms. coverage under the Protection Plan. Expedia is not the policy administration, Ms. may contact Aon Affinity and submit her claim for their determination.
Although, we recognize that an airfare credit does not align with Ms. request, know that these are extraordinary circumstances that our travel suppliers are working through, and we do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to the customer.
Expedia can be reached at the following number, (877) 227-7481, for airfare credit assistance. Due to the information provided above Expedia is unable to honor Ms. 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.Sincerely,Melanie ***Corporate Correspondence Team
I booked a flight online thru expedia.com in Aug, 2019. My flight was $254.88 taxes and fees $47.72=$302.60. However, I purchased cancellation insurance for $21 fot a total all together $323.60. This is the ENTIRE amt that should have been billed to my credit card ***'s American Express. My itinerary #*** for a 3 day flight.
There were no baggage fees, etc. I only had small carry on.
When I recvd my credit card stmt a few mths out, it showed that expedia charged $377.60 and a SEPARATE expedia charge of$21, which totals $398.60 charged from Expedia.
THE DISPUTE...TOTAL CHARGE SHOULD BE $323.60 BUT MY CARD WAS CHARGED $398.60. DIFF OF $75.00
Since Nov,2019 I contacted EXPEDIA first and they did not show excess charge and told me to contact my card company for discrepancies and there was nothing else they could do.
CONTACTED ***'S AMERICAN EXPRESS and was advised this amt would have come from expedia and was asked to fax over supporting documents and wait 1 or 2 billing cycles. I did that and they wrote me back saying dispute not found and case closed.
I contacted card company for explanation to learn that first csr did not understand the dispute and went over everything again with new rep who had the supporting documents and finally got him to understand figures....he talked with his supervisor and told me that they gave me a new dispute# and they would remove charge in 2 different transactions , since the over charge was listed that way on billing. He states they would remove first $21 then remove $377.60 and change to $323.60 and credit diff of$54.00 back to my acct for a total of $75 credit. They would follow up with Expedia for response and it would take 1 or 2 billing cycles.
However, I now get a letter in mail from american Express stating too much time has lapse and they no longer have recourse to obtain credit for the charge. I contact expedia back and they have no record of ***'s dispute. They stil show I was only charge $323.60 from them
June 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.On August
25, 2019 the customer self-purchased a nonrefundable, non-changeable flight,
with *** Airlines for travel on August 29, 2019, via the Expedia website.
They added flight coverage with Travel Guard on check out, which had a 10 day
look period, and was nonrefundable after that time.In 2020
the customer contacted us stating that the price they agreed to pay for the
flight was $75.00 less. We reviewed the booking and found that the flight price
agreed to at the time of purchase online was $302.60. The air
fare was not guaranteed until it was booked, and confirmed by the vendor, ***
Airlines. All vendor inventory comes from a live inventory that is offered by
the vendor and multiple booking outlets. Between the time the customer selected
the flight and the time the ticket was requested, all of the seats at the price
of $302.60 sold out. The next lowest fare was higher by $75.00. In cases like
these, out ticketing department reaches out to customers to see if they want an
available fare, or another flight. We were
able to see that the higher flight price was booked on the customers credit card.
Based on the customers advice we provided the refund of $75.00 on May 21, 2020.
No further refund is due, and compensation is not available for standard flight
and coverage purchases.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
I purchased 2 round trip tickets via online in Feb. It said I would be refunded back my full price minus any cancellation fee if they had one. *** airlines does not have one. I tried calling customer service for a few weeks but all the recording says to keep trying back 72 hours before your departure date. I never heard back anything. Now due to COVID 19 I cannot leave anywere and still have not been contacted.
June 17,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.On March
11, 2020 the customer purchased roundtrip flights for two passengers for travel
from Phoenix, AZ to Honolulu, HI for $795.60, via itinerary ***.
Since that time, the flights were exchanged. This itinerary did not have a
purchase of flight cancelation or protection coverage with it.There
were two other itineraries with purchases of *** Airlines flights on them,
but neither was in February. On March 3, 2020 the customer purchased, and then
voided, *** Airlines flights via itinerary ***. Itinerary ***
included a flight protection coverage purchase of $136.00 that was refunded
within the refundable period, also on March 3, 2020.If there
was another itinerary that the customer is referring to they may file a
separate complaint for that itinerary, or contact our customer service
department 24 hours per day at 1-800-EXPEDIA.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Please do NOT book with Expedia. After hours of waiting on hold, customer service is horrible. They are not there to help you, they want to make it impossible to get a refund, or even if you just need help booking something. They want to make sure they take what money they can get from you. I was on hold for an hour and a half 3 different times for the same issue, and still did not get resolved. Talked to someone at Corporate named Evan and he was more rude than the customer service rep that transferred me to him. I urge you to go to another travel website.
Expedia is very much unhelpful now that the Covid pandemic is happening. I had purchased a flight and condo package for Hawaii for May 5. Not only could I not get anyone on the phone for months but when I finally did they were unable to assist me. The condo I booked was originally no refund but changed policy to have free rebooking of dates. Expedia could not manage to change my condo dates because they go through a 3rd party who is attempting to keep my money. I called the condo directly and they had heard nothing from expedia and told me their third party affiliate was delinquent in many payments. So basically I have thousands of dollars which should be rebooked but and unable to even get a rep on the phone now. The recording just states due to Covid blah blah. Well I want my rebooking now or a refund. Will never again use Expedia.
They canceled my flight and refuse to refund my money . They only offer me a credit which I can not use because the timetable for me to use this flight is over . I will never use the credit
June 16, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines Group
departing Tampa,
FL to Sao Paulo, Brazil on April 24, 2020, and returning May 2, 2020 for one adult . We understand Mr. is requesting a refund for the cancelled
flights.On March 30, *** cancelled flight operations from Miami, FL to
Sao Paulo, Brazil travelling on April 24. The cancellation allows for a refund.
We have advocated the refund request with the airline and was advised to fill
out a refund request form online through their agency support page. The refund
will be first received in the form of a voucher with ***, and will then allow
a cash refund to be processed to the customer. We
have contacted Mr. to inform him of this process. The customer will be
receiving an email from the airlines when the voucher is processed. Due to the unprecedented
volume of requests, the refund timing may be delayed.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I would like to know what will the airline do next .I have not received A voucher yet and I wonder if I will
June 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further
address his concerns. As previously mentioned, the airlines
are experiencing an unprecedented volume of requests at this time which may
cause a delay in receiving the voucher. The voucher was successfully submitted
on June 16. Expedia contacted *** to inquire and was advised it may be up to or
longer than 15 business days to receive. Once received, the customer will be
given instructions from *** on how to request the refund, or keep the voucher
as credit towards a future flight with ***. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel through this website for a Paris hotel called *** from may 16 through may 18 2020. I have since then been told that I cannot get a full refund for my booking although my Paris flight have been cancelled 2 weeks ago. Also the hotel is listed/ recorded as closed at this location. Also, I tried looking for availability for this hotel for my booking dates may 16 to may 18 and it was not possible because of the current pandemic going on. I am not cancelling this booking because I want to but because worldwide I cannot travel or stay at their hotel in the dates I requested. Now Expedia is saying that they cannot refund me the money to original form of payment but in stead they can give me a voucher. I want a full refund to original form of payment as we do not know the outcome of this pandemic, when travel restrictions will ease, or when it will be safe to travel again and stay at hotels. It is not fair or right for Expedia to keep my money.
Itin: *** - Case ID : [REQ:***]
June 18, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Dr. *** (Revdex.com case number ***)
regarding their hotel reservation. Our records indicate that on February
20, 2020, the customer, or an authorized user of the Expedia account,
self-booked a nonrefundable hotel reservation on Expedia's website, under
itinerary *** The booking was with ***,
Paris, France, for May 16-19, 2020. We understand the customer is requesting a
full refund of the reservation due to COVID-19. Upon review, on April 29, 2020, Dr. ***
contacted Expedia, requesting our assistance with cancellation of the hotel
booking for a full refund. Due to the hotel’s nonrefundable policy, we
contacted the property for a refund authorization but weren’t able to reach
anyone. On April 30, 2020, we sent an email to the hotel, requesting a waiver
of the nonrefundable penalty. On June 18, 2020, with the hotel’s
authorization, Expedia issued a full refund of the booking in the amount of
$370.77 back to the customer’s original form of payment. It may take up to two
billing cycles for the refund to process, depending on the customer’s financial
institution.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 you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Dr. *** accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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,Gayana *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have received confirmation of refund today via email.
Sincerely
In December I booked a package trip including flight and hotel through Expedia.com. Our flights were cancelled by the airline and I have been trying to seek a refund for the tickets purchased. I have spent hours on hold and processed several complaints with Expedia. The trip was due to take place the week of April 18th for a week to Spain. I was told that the airline would like to issue a credit for future flights but the flight was cancelled by them and should be refunded. I am still waiting to hear from Expedia and the airline and feel as though they are stealing my money. According to the the department of transportation they are obligated to refund the ticket amount. Please help.
June 17, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com
case number ***) would like a
refund for the tickets purchased through Expedia for flights on *** to and
from Spain in April.Our records indicate on December 2, 2019, Ms. or
an authorized user of the Expedia account, self-booked two round trip flights
on ***, departing on April 18, 2020 from Boston, MA to Madrid, Spain,
returning on April 25, 2020, with a six night stay at *** Hotel ***
*** along with round-trip airport transfers via ***.
We can confirm on March 15, 2020, the hotel and round-trip
airport transfers were cancelled. Expedia
processed a refund of $863.55 for the hotel and processed a refund for the
round-trip transfer for $78.10. The Expedia issued refunds should appear back on the card within 30 days from the processing date.
On June 11, 2020, Expedia emailed Mr. and
advised, “As you have requested refunds instead of future flight credits, we
have now processed the refund in full for both tickets, each in the amount of
$694.73. Due to the overwhelming
amount of refund requests the airline is receiving as a result of the Coronavirus
(COVID-19) health crisis impacting travel globally, refund times are taking
longer than usual.”
After further review on June 17, 2020, in
review of the Expedia account and the *** record the refund was requested
via the *** record on June 10, 2020 for $694.73 for each ticket. The original charge was charged by *** and
*** will be the merchant to issue the refund. Since the airline, processed
the charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant
of record (the entity that received the funds and the company that charged the
credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Based on the above there is no refund request
that we are able to honor. thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I called *** as stated in Expedia's response and they told me that Expedia is responsible for the refund. It supposedly is in the process of being refunded but I have yet to see the money on my card and this began on April 15th. *** says I will receive it from Expedia and Expedia says I will receive it from ***. I will state that I am satisfied with the company once I physically receive the refund for a flight that was cancelled by the airline. The process of working with Expedia to receive the refund has been more than painful and since writing the initial complaint I have continued to spend hours on hold and on the phone with agents. *** mentioned that it is Expedia's job to work with and resolve these issues for their customers since the flights were booked through them. I have been lied to by the company many times telling me they were processing a refund when they hadn't and I can't believe them until a refund has actually been received. Once that happens I will be happy to close this case.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Revdex.com,
My name is *** and I am writing in regards to case number ***. Today I finally received the refund for flight tickets. I would like to close/resolve the above case. Thank you for your help!
***
Sincerely
June 22, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not
accept our response.
We are again responding to Ms. complaint
regarding refunds. We understand that Ms. contacted
*** and they advised the refund would have to go through Expedia.
We have reviewed the documentation Ms. provided to further address her concerns. After further review on June
22, 2020, Expedia reviewed the account and since the last Revdex.com complaint was
addressed on June 17, 2020 there have not been any changes. Expedia stands behind their initial response
regarding the customer refund request. Expedia
as a third-party intermediary and the refund information has been submitted to
***. Since *** processed the original
charge on December 2, 2019 for $1389.46, *** will issue the refund of $1389.46
to the original form of payment. The customer can reference the original charge on his financial
documents to reference who the original merchant was. The merchant that charged him would be the
refunding merchant. We apologize for any
inconvenience you may have experienced. Expedia
will not be processing a refund as *** is the merchant of record and the
refund information has been submitted to them for their processing.
Since the airline processed the
charge, they’ll determine the refund timeline. If you have questions, we’d
recommend contacting them directly.
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.Sincerely,Di-Di
***Corporate
Correspondence Team
Hello,
On January 21st we bought airline tickets on www.expedia.com to go to wedding in the Cook Islands. The flights were supposed to be on April 3rd and the second part of it on April 4th and they all got canceled by the airlines (*** and Air ***) due to traveling restrictions.
We have been trying ever since to contact Expedia and spent hours on the phone and no real person talks to us. We contacted the airlines directly and they said due to their policy we are entitled to a full refund but because we booked with Expedia it had to be done through them. I call every day and every week and have no clue what happened to the $2,736.50 plus $1,454.00 that we need to get back. No one answers and no one tells us anything expect a recording message and then it hang up. The itinerary numbers are: #*** and #***
I ask you to please intervene in our case and help us get the money back as we cannot afford lose that much money. Thank you so much,
Respectfully
June 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding flight reservations. Our records reflect a round-trip fare with *** Airlines departing
April 3, 2020 from Stuttgart, Germany to Los Angeles, CA, and returning
April 11, 2020 for two adults. And a Round-trip fare with Air ***
departing Los
Angeles, CA to Rarotonga, Cook Islands on April 4, 2020, and returning April
10, 2020 for two adults. We
understand Ms. is requesting a refund for both itineraries.On April
22, *** airlines processed a refund for both passengers in the amount of
$723.95 for each ticket. On May 15,
Expedia initiated the refund to Air *** for both passengers in the
amount of $1368.25 each ticket. The airline will process the refund on their
end. Refunds may be delayed due to the unprecedented volume the airline is receiving.No action
has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Unable to take my family vacation in Puebla, Mexico. Travel date was March 23, 2020 thru March 30, 2020. They will not refund one of the hotels booked.
Hello Revdex.com,I am pleased to provide assistance with case #***.
Below are the findings and resolution to the case:We understand this issue was escalated due to the customer
seeking a refund for their unused reservation at *** On March 23rd of 2020.To help resolve this concern, we contacted the Property to
verify billing for the reservation. We were able to confirm a refund was
possible for this booking. As such, we issued a refund in the amount of 300.00 USD on
May 5th of 2020. Due to the unprecedented volume of travel disruptions, refunds
may take up to 30 days to process.We apologize for any inconvenience this may have causedThank you for bringing this matter to our attention and
allowing us a chance for resolution.
Kyle B.
Customer Relations Specialist
My travel plans were for April 8,2020 going to Prague and it was cancelled by travel agency and the airline and of course the government due to Covid 19. I was left no choice but to dispute this charge with my credit card since Expedia Travel did not except any calls or emails it was just an automatic robot response. The Hotel contacted me immediately and offered a refund but in order to get that refund I still have to go through Expedia travel but impossible to reach them, now for the airline they are saying since it was non refundable tickets they can't offer me a refund but my whole trip was not refundable at the time of purchase then how come is the hotel is refunding me the money and because due to the Pandemic everything is cancelled and as a loyal Expedia costumer we should have some resolution in this matter and the policy of Airline and Expedia should be adjusted. Thank you
June 16, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a round-trip fare with *** departing New York, NY
to Prague, Czech Republic on April 8, 2020, and returning April 15, 2020 for two
adults. And a six night stay at the Hotel *** checking in April
9, 2020. We understand Ms. is
requesting a refund due to the travel restrictions following the Covid-19
pandemic.Starting
March 16, *** cancelled flight operations to the outbound and inbound
flights making the tickets eligible for refund, however the airline has inhibited our ability to offer a direct refund. We will
request a refund on the customer’s behalf, but it is up to the airline to
approve and process the refund. This can take up to 10 weeks. We will send the customer an email notification when the refund is processed or an update in a month if the
refund is still pending.On April 7,
Ms. or an authorized user of
the Expedia account cancelled the hotel reservation at Hotel ***. The refund
for $776.17 was initiated, however on April 11 the refund failed due to a
dispute the customer filed with their credit card company. The customer will now
be refunded through the charge-back process and directly with her financial
institution.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I made a booking with Expedia for my daughter to fly on *** Airlines from March 14-March 21. My daughter cancelled the flight with *** Airlines on March 12. I called *** twice to confirm this. Expedia claims my daughter was a no-show for the flight and they want to send me a voucher. I made three calls to Expedia totaling almost four hours to speak to one supervisor after another. I do not want the voucher. I need the credit to my
June 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Los Angeles, CA to Lihue,
HI on March 14, 2020, and returning March 20, 2020 for one adult. We understand Mr. is requesting a refund.On
May 11, Expedia initiated the refund for the amount of $587.80 to the original
form of payment used. The refund will be completed by *** airlines directly.
Refunds may be delayed due to the unprecedented volume of requests the airline
is receiving. No action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I was booked for a stay in the *** Hotel *** Cincinnati *** through Expedia (confirmation #***) for March 21-23. $365.07 was taken out of my checking account for the stay on March 6th, 2020. On the 20th of March at 6:56PM I received a text message from Expedia stating: "Reservation Update from Expedia: We’ve made it possible for you to cancel your booking #*** for *** Hotel & *** in Cincinnati, reply with 1 at least 24 hours before travel. If you wish to keep your reservation or have already canceled, there is nothing you need to do and no need to cal. Reply STOP to unsubscribe.” I then replied back with “1” immediately and I received the following message back at 7:02PM: “Thank you ***, your hotel cancellation is being processed. Due to the large number of cancellations, it may take up to 30 days for you to receive your refund. When you are ready to travel again, we’ll be ready to serve.” I have screen shots of all of these texts.
I then called the hotel in Cincinnati to make sure they knew we were not coming and to tell them about my message to Expedia. I called them at 6:58 and explained to the man who answered. He said that he didn’t have anything yet from Expedia and that he couldn’t cancel my reservation because I went through Expedia but he understood we were not coming. I was assured that by him that communicating with Expedia was the proper thing to do.
I called Expedia on April 5th and they said they would call the GM at the hotel to refund my money but now one month later I still have not received my money back nor any response from Expedia or the hotel.
June 17, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night stay at the ***
Hotel *** for three adults. We understand Ms. is requesting a refund for the hotel
reservation.The
reservation booked is refundable before March 20, 2020 at 1:00 P.M local hotel
time. If not cancelled the reservation will be considered no-show and will be penalized
for the whole amount. Expedia has advocated a refund request to the hotel, unfortunately
the refund was denied due to the reservation not being cancelled before the
scheduled check in time.Ms.
mentioned she received notice from Expedia to cancel her hotel reservation
before check in and received confirmation for the refund as well. We have made three
attempts to reach the customer to request a copy of the confirmations she had
received for cancelling the reservation, unfortunately we were unable to reach
Ms..Expedia
kindly asks Ms. to call our service desk at her earliest convenience and
reference *** to allow
our support team to research the claim further. Refunds are subject to approval. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I searched expedia.com for hotel reservation for ***, CA for May 27, 2020 to May 30, 2020. This was done on May 4, 2020 at around 5:20PM. I locate a rate for *** in *** for $54 a night (Iten #***). When I went to book the room I was offered to pay now for $163 or pay at hotel for $305. I selected to pay now for $163. When I proceeded to pay, the charge was $405 for the three nights. I tried calling Expedia but they would not respond to call unless I had current reservation. So I booked the hotel and called for an explanation on the different rate. The first customer service representative put me on hold for 20 minutes. I called back and was transferred to the gold member service department. The agent was very rude and hung up on me. To have one rate on the website and tribble the rate once someone books reservation is unethical and illegal.
June 16, 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 for $306.00.
Our records indicate on May 5, 2020, Mr. or
an authorized user of the Expedia account, self-booked a three night stay at ***
***, checking in May 27, 2020 and checking out on May 30, 2020via ***.
We can confirm on May 27, 2020, the customer
called in asking for a refund for the
last night. The customer wanted to check
out early on May 29, 2020. Our
representative called the hotel and they allowed us to process one night refund
and charge for two nights. Agent
processed a refund for $141.79 to the original card that was charged.
After
further review on June
16, 2020, Expedia was able to review the creation of the reservation in
our back office system. The reservation
was created for three nights for $405.65 plus taxes and fees of $63.66 for a
total of $469.31 less 34,235 Expedia points ($244.44) total reservation cost
was $224.87. The average cost of the
room at this cost is $53.77 less taxes.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Mr.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Based on the above there is no additional refund
amount that we can offer. We thank you
for allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Yo hice dos reservas con EXPEDIA para CANCUN Mexico de Boletos de Avion, Transporte y Hotel para 9 personas en total para el dia 03/19/2020 al 03/22020 ,debido al COVID 19 tuve que cancelar esas reservas ,2 dias antes de la fecha de salida de la reserva despues de mucho trabajo me pude comunicar con un Costumer Service de Expedia el cual me dijo que no tenia ningun problema para cancelar que el dinero me lo reembolsarian.Lo cual solo me han reembolsado una minima parte de una reserva y de la otra reserva nada ,me puse en contacto con el Hotel en Mexico y este me refirio que ellos no tenian nada que ver con el reembolso ya que no habian combrado ningun dinero que todo el tramite lo habia hecho Expedia y por lo tanto con ellos me tenian que hacer mi reembolso..he tratado de comunicarme con Expedia pero es casi imposible por telefono .
June 16, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia, Inc. is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a refund request for a hotel reservation.
I have reviewed this case and I’m able to see that Mr. booked two different hotel reservations via itineraries *** and ***. Mr *** had previously contacted Expedia on March 17 and 23rd , 2020. The hotel authorized a partial refund for itinerary ***. They did not authorize a refund for itinerary ***. As you may know, Expedia.com acts as a third-party intermediary for airlines, activities, car rental companies, and hotels. We are unable to provide a refund without approval from the vendor. Provided below are the Terms of Use that were accepted.
TERMS OF USE
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or feel the information provided by the hotel is incorrect we suggest the customer contacts us by phone at 1-800-397-3342 for immediate assistance.
Sincerely,
Daniel *** Customer Correspondence Team
I am rejecting this answer since before the deadline for the trip I called the Hotel and they told me that they could not make any refund directly since Expedia was the one who did all the paperwork and Expedia had my money and they had to do me the full refund of the 2 reservations. Needless to remind you that the trip was canceled by the PANDEMIA DEL COVID 19 not because my family and I did not want to travel. I consider it a lack of respect that Expedia takes advantage of the great situation for The world is happening right now and I am not really proceeding as I should, to fully refund the Hotel.
***Translated by Revdex.com
June 29, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. ***. Expedia, Inc. is once again responding to the consumer complaint from Ms. (***) regarding a refund request.
Expedia has again reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfaction. We have once again determined no refund will be provided to Ms.. The decision comes because of the information we reviewed and because the customer accepts the Terms and Conditions provided before the purchase is made. We would like to make it clear that when a vendor approves a refund, Expedia would then and only then refund the customer. I mention this because it’s possible that Ms. believes no authorization is needed from the hotel, which is not correct.
We have once again saved information provided on her the Expedia account to avoid any future issues regarding the matter.
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.
Sincerely,
Daniel ***
Customer Correspondence Team