On the end of February I bought two ticket Washington-Madri to leave on May 29, 2020 via *** expedia travel at a price of $1269.30 which included travel insurance in the amount of $76.00. On April 23, I received an e-mail from *** Expedia telling me that my flights had been cancelled and they were going to give me "airline credit". I did not want airline credit, I wanted a full refund. After a long battle with *** Expedia, on May 4th, I finally got to speak with a manager who was able to process my refund of $1193.30 for the flights. They told me that Expedia would not refund the $76 from the flight insurance because such refund could only be done if I was not satisfied "If you are not satisfied for any reason, you may cancel the travel insurance portion of your coverage within 10 days of your receipt of this document. Your premium will be refunded". The way I see it, the cancellation was done by the airline, I did not have a chance to use the service, and I feel that the amount paid for the insurance should be refunded to me.
Expedia.com Response
• Jun 14, 2020
June 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: *** Travel Center Case # ***Dear Revdex.com, Thank you for taking the time to contact ***
Travel Center 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. *** Travel Center is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding travel insurance. Our
records reflect a flight protection plan with *** with coverage
starting May 29, 2020 to June 13, 2020 for two travelers. We understand Ms. is
requesting a refund.The insurance the customer purchased was effective
from the date of purchase through the date their trip was cancelled. Insurance
was refundable within 15 days after purchase.Unfortunately
due to the information provided, we are unable to provide a refund for the
travel insurance.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 15, 2020
Complaint: ***
I am rejecting this response because:
I could not cancel the Travel insurance within the 14 day period because I thought I was going to travel; however, the travel was cancelled by them (***/Expedia) way after the 14 day period they mentioned, but It was not done by me, but rather by them. Therefore, I feel that I am entitled to receive my money back.
Sincerely
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: *** Travel Center Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not accept
our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns, and understand
the customer had the intention of travelling. The flights were cancelled by *** Airlines
which made it possible to receive a refund through the airline’s flex policy
for Covid-19. The insurance the customer
purchased is
effective from the data of trip purchase (rather than trip date), it is not
considered unused and therefore remains non-refundable. The only exception to receiving a refund is within
15 days after purchase of the flights. We apologize for any inconvenience this
causes.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 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.
Two complaints actually, Earlier this year, my father passed away and we tried to get a refund on the plane tickets, but communication ended after I sent proof of death. Now with COVID, *** Airline has cancelled the whole flight to Japan and I am seeking a refund for the tickets, but I have had no responses from the company. The tickets were paid using my deceased father's credit card, so the refund will need to be paid back in a different method
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
$3,000.00.
Our records indicate on September 18, 2019, Mr. or an
authorized user of the Expedia account, self-booked four round trip flights on ***
Airlines, departing on May 20, 2020, from San Francisco, CA, USA to Tokyo, Japan and returning on May 30, 2020, via ***.
We can confirm on October 31, 2019, the customer called
in wanting to cancel *** from
the reservation as the passenger had passed away. Our representative called *** Airlines
to confirm since policy of the ticket was unclear under the fare rules.
On January
13, 2020, the customer emailed Expedia the death certificate. On January 14, 2020 Expedia emailed
*** Airlines the death certificate. Expedia emailed the customer advising
we have forwarded the information to *** Airlines and await their
response.
On March 7, 2020, Mr. emailed Expedia
inquiring on a refund for the flights. On March 16, 2020, Expedia emailed the customer and advised the flight is
non-refundable and that there is no flex policy. On May 3, 2020, the customer emailed Expedia advising
he has not heard anything in regard to the refund.
After further review on June 16, 2020, Expedia reviewed
the details of *** Airlines fare rules. *** Airline does not have a death
clause in their fare rules. The executor
of Mr.’s estate will have to go through their legal aspects in an attempt to
try and get a refund from *** Airlines for ***
*** tickets. *** Airline COVID19 policy allows for a
future travel credits of $782.13 for each ticket to be used for future travel. The tickets are not refundable per ***
Airline COVID19 policy and new travel must be completed on/before 31-Dec-21. If there is an increase in fare a new form of
payment would need to be presented. Customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets
We
understand that you are dissatisfied with receiving a credit with an airline
vs. a full refund. We’ve worked incredibly hard to work with our partners to
provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.
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 merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, incding, 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 ***
***rate Correspondence Team
Customer Response
• Jun 16, 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.
Hello, I booked a vacation to Miami back in March, right before the Covid19 shutdown. I requested a refund of my money from expedia.com. I received a credit for a future flight, but was told I would receive my money back for the hotel. I was told I would receive my money in 30 days, that was on March 25th. I called on April 26th and was told my money was refunded. I then called my PLS, because that is who I conduct my banking business with, and was told that they do not have it pending but to give it five business days and it should be available in my account. Today made 5 days and I still do not have my money, $538.63. I called both expedia and PLS and both are giving me the run around.
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 hotel reservation. Our records reflect a three night stay at *** Rentals in Coconut Grove. We understand Ms. is requesting a refund.On
March 25, Ms. or an authorized user of the Expedia account cancelled the lodging portion of
the itinerary and was advised via email the refund of $538.63 may take up to 30
business days to reflect. On April 9, the refund failed due to a dispute the
customer filed with her credit card company. We have been notified by our
transaction processing team that Expedia has allowed the refund to be processed
through the customers 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
Customer Response
• Jun 15, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased travel insurance for a
Cruise trip in may with carnival cruise and they will not refund me my money even though the cruise cancelled. I will never purchase insurance through them.
I'm beyond mad at this company with their lack of customer communication policy on flight cancelations due to cover-19. I've called a number of times but cannot get through and I'd like to get the refund so I can rebook another fight. It blows my mind that they cannot put you on hold until an agent becomes available or you give a call back number so they can call you back like other travel agencies and airlines do. This company is the worst and after this is settled I'll never use them again. Very bad public relations.
My fiance and I booked our wedding travel arrangements through Expedia. We planned and paid for flights to Italy, hotels, and return flights back to Pittsburgh in July 2019. Our trip was supposed to be from May 2 through May 15 2020. Obviously our plans were canceled due to Covid-19 travel restrictions. We did not initiate any of the cancelations. This was supposed to be our dream wedding so we were naively optimistic that we would still be able to go.
We attempted to call over a month ago to discuss options for rescheduling or getting refunds. On our initial call we were told that they are only handling customers with travel plans within 72 hours and we would have to call back at a later date. While we were not satisfied with their response, we understood the unique situation we were dealing with and remained patient and waited until April 30th to call back.
We called on April 30th, per their instructions, and were told by customer service that our trip was non refundable and there is nothing they can do. After a 3 hours on the phone with 2 different customer service representatives and 1 supervisor the best option they provided was to reschedule for July 2020. We asked what would happen if we are still unable to travel in July and the response was "We don't know." As this trip is for our wedding we are unable to commit to a date until we know if/when travel restrictions are limited. We asked if they could be a little more flexible with rescheduling and were told they cannot offer anything else at this time.
We spent over 11 hours over the past few days calling back, getting different answers each time but no sensible options were provided. We finally got a helpful employee that was able to refund our hotel cost but unable to do anything about the flights as *** did not allow refunds without a $175 fee per ticket. Our flight was cancelled by the airline but they still charge the fee per their policy.
We feel that this is an unacceptable resolution and are still attempting to get a full refund but are getting no where. Our wedding plans were cancelled due to a global pandemic and strict travel restrictions but we are expected to incur $700 worth of fees on flights that we paid nearly $2,200 for. Expedia has told us several times now that they have attempted to contact the airline to request a full refund but have been unable to get a response for 5 days now. We contacted the airline directly and were told that the refund has to be processed by the booking company.
As it stands today, we have been told by multiple employees they they will follow up with us. No one has. Expedia has told us we have to deal with *** to request a full refund while *** has told us we have to deal with Expedia. Neither has provided any option other than pay $700 worth of fees for a flight that was cancelled by the airline, not us.
I was not able to get a refund for my trip to Hawaii even though we had a vacation waiver/ insurance through them. Calls were dropped. They even claimed that I canceled my vacation waiver. Very disappointed with their customer service. Will never use their service again.
A trip was planned in April and at that time NewYork New York hotel shudder the doors due to the covid virus ( by order) This was not my fault. Expedia will not refund the trip. I have contacted the hotel and they have said all hotels were refunded regardless of current policies. ( I have emails and documents stating this and personal emails from the hotel. Expedia is trying to keep refunds and blaming the hotels.
Expedia.com Response
• Jun 02, 2020
June 2, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr. is requesting to receive a full refund of the hotel due to the Corona virus outbreak. We verified that Mr. cancelled his hotel reservation on March 17, 2020 and accepted the voucher towards a future booking with the hotel. Unfortunately, no. New York, New York Hotel has confirmed that for any booking where the terms and conditions indicated no refunds would be permitted. The hotel coupon is the best possible solution under these unprecedented circumstances. I'm glad Mr. qualify for the deal we were able to negotiate. While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jun 02, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
*** even tho this is flat out lie and no emails were sent and the hotel said nobody was charged during April shutdown. I’ll accept the credit and never do business with them again after this scam.
I made two separate hotel reservations through Expedia, back in October 2019. Both reservations were for a roundtrip from JFK to ATH for March 2020. Our flight to ATH got cancelled due to COVID19 and after contacting Expedia multiple times over the phone and via chat, I was instructed to contact the hotels directly. I have communications with both hotels waiving all fees and approving full refunds, even though the reservations were categorized as non-refundable, owing to the COVID status is NY in March.
I contacted Expedia multiple times and provided my communications with both hotels, and they are refusing to issue refunds as it is "contrary to their policies". One of their reps told me I was lucky to be getting a voucher.
As a long time costumer, this is terrible service, as I had to spend several hours on the phone, getting in touch with all involved properties, and despite getting promised a full refund and seeing both reservations marked as refunded on my account, being told that the only available option is a voucher.
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 hotel reservations. Our records reflect a one night stay at the Hampton Inn
Brooklyn Downtown NY checking in on March 25, 2020 on itinerary ***. And a
one night stay at the *** Hotel checking in on April 5, 2020 on
itinerary *** We
understand Ms. is requesting a refund for both reservations.On June 4, Ms. or an authorized user of the Expedia
account called to inquire about receiving a refund for both itineraries. The
representative advocated the request with each hotel who approved the refunds
without penalty. Itinerary *** had been refunded for $227.60, and
itinerary *** had been refunded for $208.89. No
further action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
We have not been refunded our full amount despite having travel insurance. When we got the full price initially for the 3 of us we split the 10,267.86 in 3’s which meant we each paid, $3423.00
So if I am doing the math correctly, 3423.00 + 3423.00 =6846 .00 , this is what myself and *** owed and paid, which means if you subtract 10,267.86 - 6846.00 = 3421.86 is what the 3rd party that cancelled paid. Only 765.55 was refunded to the card from *** Airline and only $685.60 was refunded for her hotel stay. 765.55 + 686.60 = 1451.15. Where is the other
$1971.85 that we have already paid for on our credit card?
Customer Response
• May 05, 2020
This is to advise you that as of yesterday, May 3, 2020, late afternoon, Expedia has resolved this issue with us, pertaining to complaint #***. We are now no longer needing the Revdex.com's intervention. Expedia took care of the additional funds that were owed to us. Thank you for your time, effort, and support on this matter. God bless you.
On June 30th, 2019, I booked a flight from SEA to CEB (via ***) on Expedia.com for flights via *** in March 2020. The Itinerary # was: ***. As March neared and the COVID-19 situation worsened (with more and more restrictions for even layovers in Korea), I made the decision to cancel the booking but keep the ticket open for redemption later on. At the time, *** was only offering waivers. I was told if a leg of my flight was eventually cancelled, I could receive a full refund.
It turns out that my leg of the flight eventually was cancelled (flight: *** to *** for Mar 10). After several calls to Expedia.com, I was told a range of things (from not being able to offer anything as it was a non-refundable flight to offering a waiver with several stipulations). I contacted *** a few times after my leg cancellation and it was confirmed to me by *** customer service on two separate occasions that Expedia could provide a full refund if they would just contact *** support desk and request the waiver code as I had a cancelled leg. I finally got a reply from Expedia that said there was a minor schedule change and they could not refund me. There was a minor schedule change to my flights BEFORE COVID-19 and I was not asking for a refund based on that but for the leg of the flight that was cancelled. When I emailed back, Expedia failed to address my call out there was a cancelled leg instead of merely saying there was a minor schedule change.
Customer Response
• May 11, 2020
Hi,
I filed a complaint with Expedia a few days ago (#***). It has been resolved through an offline process and I would like to withdraw my complaint. Is there anyway to do so?
I tried to cancel my trip within minutes of booking it because I do not have any documents to be able to fly. Expedia did not explicitly state that I was getting a special rate and will not refund my money.
Expedia.com Response
• Jun 01, 2020
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Miwan I *** regarding an issue from our customer.
We appreciate the Revdex.com (“Revdex.com”) allowing us time to address
the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. (Revdex.com case number ***)
regarding a flight reservation. Our records indicate Mr. or an authorized user of the Expedia account self-booked a
one-way fare with *** Airlines on May 2, 2020 departing Rochester,
MN to Nashville, TN on May 4, 2020 for one adult. We
understand Mr. is requesting a refund.The fare
type selected are non-refundable if cancelled, and changes cannot be made. We
have reviewed the session the customer had on May 1, 2020 on a Microsoft
windows computer using Google Chrome browser. On the review your trip page
under important flight information, the policy of the ticket stated: Tickets
are non-refundable, nontransferable and can’t be canceled or changed. On the
payment page the customer is notified of the terms and conditions of the
booking which states: Tickets are nonrefundable, nontransferable and cannot be
canceled or changed. Once the customer clicks on complete booking, they agree
to the terms and conditions of the ticket. Expedia
has determined the customer was given the proper information at the time of
booking and will not be able to provide a refund for the flights We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
In February, I booked flights to Bozeman Montana through Expedia (itinerary number ***). Unfortunately I need to cancel the trip due to unforeseen circumstances. I attempted to cancel the trip through ***; however, they stated I needed to cancel through Expedia, as I booked the flights through them. I have been trying daily for a month to contact customer service at Expedia and I am unable to get through. When I booked the trip I was not told that I would be unable to cancel at any time. I would like this company to cancel my flights and refund my money.
Expedia.com Response
• Jun 01, 2020
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com
case number ***) regarding a flight
reservation. Our records reflect a round-trip fare with *** departing Portland, ME to Bozeman, MT on July 25, 2020, and
returning August 1, 2020 for four adults. We understand Ms. is requesting a refund.On
May 12, 2020 the flight reservation was cancelled online via the Expedia mobile
app by Ms. or an authorized user of the Expedia account. Before
cancellation, *** did not have any flight interruptions of the record or
any schedule changes. Per the policy of the tickets purchased, the flights are
non-refundable and non-changeable. Unfortunately *** does not have a flex policy
in place for bookings made before February 27, 2020. Expedia
is unable to process a refund due to the information provided. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 01, 2020
Complaint: ***
I am rejecting this response because: I purchased the insurance for this trip and a family member had a medical emergency resulting in the canceled flight. There was no communication when I purchased this flight that it was nonrefundable.
Sincerely
Expedia.com Response
• Jun 22, 2020
June 22, 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 Ms. did not accept our response
and/or resolution offered.We understand Ms. is requesting to
extend the validity of her tickets through August 2021, however the airlines
determine the validity and cannot be negotiated to extend through August 2021. As stated previously, *** extended
future travel credit to flights that were originally booked on/before June 30,
2020, and with original travel dates on/before January 4, 2021. The airlines
has allowed each passenger to re-book new travel through January 4, 2021.
Change fees will be waived, while fare difference may apply and subject to availability
when re-booking. While the tickets will expire on January 4, 2021, Ms. may
re-book all the passengers up to 330 days out from the day she is re-booking. When the customer is ready to re-book new travel, she must contact Expedia to issue new tickets.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
I would like a refund for the flights that were booked from 5/6-5/18. The itinerary numbers are #***, #***, and #***. These flights have been canceled by the airlines. I've contacted Expedia several times in regards to these flights and after 3 combined hours of hold time, I was disconnected each time. Their Expedia online portal only offers an airline credit. When I contacted the airlines, they told me that I must contact Expedia. According to DOT regulations, if an airline cancels a flight for any reason, the passenger is entitled to a full refund including fees.
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 Ms. *** (Revdex.com case number ***)
regarding a full refund for all three itineraries.
Our records indicate on September 22, 2019, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on ***
***, departing on May 18, 2020, from Barcelona,
Spain, to Miami, FL, via ***.
After further review on June 16, 2020, there has not
been any calls or documentation on the Expedia record in regard to cancelling
the flight or asking for a refund. Expedia reviewed the *** record and attempted to submit for a
refund. The system would not allow the
refund request to go through. Sent an
email to *** and received the following automated response, “Thank you
for contacting *** Air *** - Agency Help Desk. Your request has been
received successfully and will be answered shortly”.
Our records indicate September 22, 2019, Ms.
or an authorized user of the Expedia account, self-booked two one way flights
on ***, departing on May 13, 2020, from Rome, It to Barcelona,
Spain via ***.
After further review on June 16, 2020, there has not
been any calls or documentation on the Expedia record in regard to cancelling
the flight or asking for a refund. Expedia reviewed the *** record and *** COVID19 policy allows the tickets to be exchanged
(waiving the exchange fee). The tickets
can be rebooked up
to September 30, 2020 and travel must be completed by June 30, 2021. Any
increase in fare is the customer responsibility. Customer needs to contact our
Customer Service Department at 877-227-7481 to exchange the tickets
Our records indicate September 22, 2019, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on ***, departing on May 6, 2020, from Miami, Florida to Rome, Italy via ***.
We can confirm on May 3, 2020, Ms. called requesting a refund. Our representative advised per the airline
policy the ticket was non-refundable, but a future travel credit was
guaranteed. The customer insisted on a refund
since the airline cancelled the flights. Our representative advised the flights were cancelled due to the travel
bans and availability. The customer
asked for a Supervisor. The call was escalated,
and the Supervisor sent an email to Air ***. Air *** replied advising the
following: “If you plan to fly between
March 5/20 and June 30/20 and your ticket was issued earlier on 21/04/20, we
offer you the following:· Change free of charge until 15/06/21 (*) · VOUCHER: If you do not know the date of travel, we offer you the possibility
to save the amount of the ticket to use it as credit in a future purchase
(valid for any destination operated by Air *** or on the same route as the
ori***l ticket). This voucher must be used within one year of issue and to fly
within 12 months of the issuance of the new reservation. You can request your
voucher by completing the form below.(*) Except for
changes of route or if the date change is made from 18/12/20 to 10/01/21 or
from 26/03/21 to 11/04/21. In both cases, the change will be made without
penalty and you will only have to pay a fare difference if the ori***l one is
not available. If there is no difference, you will not have to pay anything for
the change. Remember that you can make the changes by contacting your point of
sale or on our website”. Expedia
emailed Ms. and she replied that she could not accept a voucher and has
filed a complaint with the Revdex.com.
After further review on June 16, 2020, Expedia review Air *** COVID19 policy allows
the ticket to be exchanged and the exchange fee will be waived. The customer needs to contact our Customer
service Department at 877-227-7481
when she is ready to exchange the tickets. Any increase in fare will be the customer responsibility.
On June 16, 2020, Expedia sent an email to ***
*** and is waiting for a formal response regarding the refund. The *** and Air *** flights are valid
for future travel credits. *** future travel credit is $119.82, $59.81 per
ticket; tickets can be rebooked up to September 30, 2020 and travel must be completed
by June 30, 2021. The Air *** future travel credit
is valued at $757.80, $378.90 per ticket; change free of charge until June 15,
2021. Customer
needs to contact our Customer Service Department at *** to exchange the tickets.
We
understand that you are dissatisfied with receiving a credit with an airline
vs. a full refund. We’ve worked incredibly hard to work with our partners to
provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.
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. ***. ***
and Air *** were
the operating carriers and merchants of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 16, 2020
Complaint: ***
I am rejecting this response because: According to the DOT:
"In the following situations, passengers are entitled to a refund of the ticket price and/or associated fees.Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel."
This information can bet viewed here: https://www.transportation.gov***
Expedia is saying that a full refund is not required. Issuing a voucher is not within the guidelines of the DOT, so a voucher is unacceptable. Offering a voucher during a time when there is no way to travel internationally is useless to a passenger.
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. quoted the DOT for refunding the airline reservations. We have reviewed the documentation Ms. provided
to further address her concerns. After further review on June 22, 2020, since
the last Revdex.com complaint was addressed on June 16, 2020 , Expedia stands behind their initial response
regarding the customer refund request. Each of the cancelled itineraries was emailed to the customer
email address, which advised of the airline credits. The DOT regulation the customer referenced in
the rebuttal advises “Note: While airlines are not required to issue a refund for non-refundable
tickets, they are free to do so or they may issue a credit or travel voucher
for future use on the airline. “ The customer purchased non-refundable tickets through Expedia as a third-party intermediary and
not directly with the airline. *** flight has an airline credit of $339.79 per
ticket and the ticket validity is good until September 21, 2020. Travel needs to be rebooked by September 21,
2020. The *** and ***
flights are valid for future travel credits. *** future travel credit is
$119.82, $59.81 per ticket; tickets can be rebooked up to September 30, 2020 and
travel must be completed by June 30, 2021. The Air *** future travel credit is valued at $757.80, $378.90
per ticket; change free of charge until June 15, 2021. Customer needs to contact our
Customer Service Department at 877-227-7481 to exchange the tickets
We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.
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
Customer Response
• Jun 22, 2020
Complaint: ***
I am rejecting this response because: Issuing an airline credit when we do not know if we will be able to travel during those dates due to travel restrictions is unfair. The business is indirectly taking our money, for services that were never received.
Due to covid 19, *** cancelled our flight to Aruba that was booked through Expedia. Expedia refunded the hotel reservation, but only offered to issue an airline credit. Our flight was cancelled by the airline not by us, and the federal government of the u.s. has mandated that our flight be refunded. Expedia is claiming that *** won’t Give refunds however I called *** and they said they are but because we booked though Expedia, the money has to be refunded through the origin of the booking. Expedia is still refusing to issue the refund after my husband and I have called them approx 7 times and been on hold for probably close to 30 hours with them. I just want our $1400 refunded for the airfare
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 a flight reservation. Our records reflect a round-trip fare with *** Airways
departing New
York, NY to Oranjestad, Aruba on March 29, 2020, and returning April 3, 2020
for two adults and one child. We
understand Ms. is requesting a refund for the cancelled flgihts.On May 5,
Ms. or an authorized user of the Expedia account called to inquire on
receiving a refund. The representative who had assisted the customer processed
a refund for the flights in the amount of $1219.59 to the original form of
payment. No further
action 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
We booked a trip for may 27th - may 31st to Cabo San Lucas and are unable to go because of Covid 19. Our intinerary number is ***. In the amount of $2,708.37 dollars. We are not able to get a hold of anyone at Expedia and expect a full refund on this matter. The resort we were going to is closed until November plus you can’t fly to Mexico anyway at this time. We have used this site before and we just clearly want and deserve a refund.
Expedia.com Response
• Jun 14, 2020
June 14, 2020Revdex.com ***, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one way fare with
*** and *** Airlines departing May 27, 2020, and returning May 31, 2020.
And a four night stay at the ***
Baja California - Adults Only - All Inclusive for two adults.We understand Mr. is requesting a refund due to the Covid-19
travel restrictions.On May 11, Mr. or an authorized user of the Expedia
account called to inquire on receiving a refund for the package. The representative
processed a refund for the hotel in the amount of $1,356.93. The flight with *** airlines was initiated
by Expedia on May 12, and *** airlines flight had been initiated on May
14. The refunds will be processed by each airline directly. No
further action taken as Mr.s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
My husband and I have 3 different flights, which were bought through Expedia.com ( Expedia charged our credit card). Air*** canceled 2 of our flights, and *** altered our flight to another city. When I called Expedia, it just passed the buck to the airlines, Expedia doesn't want to hold any responsibilities and refused to refund us. In total it is $360.36, every penny counts in this pandemic to us. A big company like Expedia is just heartless during this kind situation. Expedia only deflects the responsibilities to others, and refused to comply with Department of Transportation's statement during these unusual circumstances. We demand refund of all 3 of our flights in accordance with Dept. of Transportation Enforcement Notice posted Friday, April 3, 2020, which saying if the flight got canceled or altered by the carrier during this pandemic, they are obligated to refund customers. I have recordings between me and one of Expedia's managers. But this website doesn't allow me to upload recordings or my itineraries, please email me if they are needed. Thank you for your help
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 multiple flight reservations. Our records reflect a one-way fare with *** departing May
17, 2020 from Barcelona,
Spain to Cologne, Germany for two adults. A one way fare with Air ***
departing May 12, 2020 from Porto, Portugal to Madrid, Spain for two adults. And
a one way fare with Air *** departing May 14, 2020 from Madrid, Spain to Barcelona,
Spain for two adults.We understand Ms. is requesting a refund for each reservation.***
is a Low Cost Carrier which does not give the ability for Expedia to modify,
ticket, or refund. Ms. must call *** to inquire on receiving a
refund. Refunds are not a guarantee and subject to approval from the airlines
policies.Air *** has extended future travel credit to Ms.. We have
advocated a refund request to the airlines via email on May 13. On May 29, Air
*** replied with the following: For
flights between March 5/20 and June 30/20 and the ticket was issued earlier on
21/04/20, we offer the customer: · Change free of charge until 30/06/21 (*) Except for changes of route or if the date change is made from 18/12/20 to
10/01/21 or from 26/03/21 to 11/04/21. In both cases, the change will be made
without penalty and the customer will only have to pay a fare difference if the
original one is not available.If Ms. does not know the date of new travel,
the airline offers the customer the possibility to save the amount of the
ticket to use it as credit in a future purchase (valid for any destination operated by Air *** or on the same route as the original ticket). This voucher
must be used within one year of issue and to fly within 12 months of the
issuance of the new reservation. After 12 months from the issue, the
customer can request a refund of the unused amount of your voucher. Ms.
*** may apply for the voucher directly with Air *** at https://www.***Due to the
information provided, Expedia is unable to process refunds for the flights. When Ms. is ready to re-book new travel, she may call Expedia to re-issue new tickets, or she may apply for the voucher online directly with Air *** with the link provided.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 14, 2020
Complaint: ***
I am rejecting this response because: Expedia only knows how to pass the responsibility to the airline companies. The same situation happened with Travelocity, and at the first Travelocity also had the same response as Expedia's ( which is that the airline company's policy refuse to refund us ), but after several efforts, Travelocity itself refunded us. And since Expedia owns Travelocity, even Expedia's sub-company can outdo Expedia at customer service, I don't understand why Expedia cannot. It only shows that Expedia just not value their customers as they say, and don't take responsibilities at all. On my credit card, it is Expedia who charged us! So I still demand a refund from Expedia!
I had purchased three plane tickets on Jan 28,2020 through Expedia.com for a roundabout *** flight from BGM-DTW-IND airports for dates departing June 12, 2020 and returning June 15, 2020. I had also purchased flight protection on the same date Jan 28, 2020 because there was never an indication on if this flight was non-refundable or not, so I wanted to be safe just in case. I cancelled this flight April 30, 2020 because the reason for my travel was a group gathering in Indianapolis and with Covid-19 becoming a serious issue, where I live and where the people that would be attending this gathering, it was determined it would be safer to cancel. I also had to cancel because of the current guidelines in my area that does not allow leisure trips outside of the area to stop the spread of the virus. I am an essential worker on the front lines at my grocery store so I am already putting myself at risk for this virus. When I purchased these tickets Covid-19 was not an issue, and if it were still not an issue I would go on this trip, but I cannot. Going on this trip is not possible. I placed the cancellation through Expedia.com and properly cancelled the trip. But instead of a refund I am receiving an unacceptable airline credit, a rough guess estimate of a travel-by date before that airline credit is expired (12 months, Update 30 days) There is no way to tell when I will be able to travel during this Covid-19 issue. I have tried contacting Expedia many times about this airline credit and my flight cancellation but each attempt ends in the same manner: That no one will address my issue and continue to turn a blind eye. I had tried to get in touch with *** airlines, since the flight is through this airline, but there is no records of my flight tickets or this airline credit in their system. I am starting to believe Expedia.com is scamming me during this Covid-19 crisis. I don't dare to cancel my flight protection out of fear they will refuse a refund due to not having it
Expedia.com Response
• Jun 01, 2020
June 1, 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 29, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Binghamton, NY to Indianapolis, IN departing on June 12, 2020 and returning on June 15, 2020. The flight reservation includes a Cancellation Plan for, $75. We understand that due to the Coronavirus pandemic, Ms. is seeking a refund from Expedia for the entire reservation.
On May 1, 2020, we received/processed the cancel application for Ms.’s flight reservation, departing on June 12, 2020.
On June 1, 2020, we verified *** Airlines Coronavirus flexibility policy from their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines will not authorize a refund but a penalty fee waiver until, September 30, 2022. Therefore, Ms. may copy the hyperlink below for verification purposes:
https://www.***.com***
Travel must be booked and completed prior to that date. This policy is based upon *** Airlines terms and conditions. To use the *** Airlines Future Travel Credit of, $357.40 per passenger. The customer may use the email containing the credit link or she may contact the following number, (877) *** for assistance. The Cancellation Plan requires that consumers file a claim to determine their coverage, we cannot submit a claim on a customer’s behalf. For qualification purposes Ms. may use the following hyperlink and record the contact details under the Cancellation Plan to see the full breakdown:
https://buy.***.com/***
USA ***International: ***Email Address ***Policy number: ***The *** hyperlink is available within the customer’s booking path and it can be elevated prior to purchasing it. 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. *** is (the entity that received the funds and is the company that charged Ms.’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. In addition, the same Cancellation Plan hyperlink is located within the customer’s confirmation.
Additionally, Expedia’s Terms of Use and *** Airlines restrictive policy which were agreed to by Ms. at the time of booking, 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 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.
*** Airlines cancellation policy: Tickets are non-refundable and charge $200 per passenger for anytime changes. Note: The Future Travel Credit is subjected to a possible fare difference.
We act as an agent for *** Airlines products and we do not have the authority to override their flexibility policy. Although, we recognize the Coronavirus travel situation, we are unable to honor Ms.’s refund request, due to the information provided above.
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,Melanie ***Corporate Correspondence Team
Customer Response
• Jun 03, 2020
Complaint: ***
I am rejecting this response because: Their claim for the cancellation date is incorrect. In the attachment above the cancellation was sent through on April 30th not May 1st. It may have been processed a day late on their end but the cancellation was done and verified by Expedia via email on April 30th. I also reject this response because "On June 1, 2020, we verified *** Airlines Coronavirus flexibility policy from their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines will not authorize a refund but a penalty fee waiver until, September 30, 2022." In the attachment above no 'Future Travel Credit' has been given to me when the cancellation was put through nor after the cancellation was completed. *** has no records of my flight existing in their files from what I have checked and the code "Airline confirmation *** (***)", stated in my attachment via the email they sent me from the cancellation, does nothing for me and redeeming a future credit. I also reject their response because there is no communication between me and expedia. In the attachment above shows how my attempts have ended where the agents refuse to speak to me. This would go on for over two hours of trying to get an agent then end up with the same results as shown in the attachment. I do not trust them as a company. The links they have given in their response offer me no solution because a lack of the "Future Travel Credit". I had tried to go through my flight protection plan to get some results but there has been no reply from that flight protection plan.
I am still seeking a full refund on this matter. Being given a deadline to use a "Future Travel Credit", that I do not have and Expedia will not provide, within a two year time is unacceptable. I also want to point out in their response that they stated "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." But then go to state later on in their response "We act as an agent for *** Airlines products and we do not have the authority to override their flexibility policy." Which is it that they are in this purchase. Are they not liable or are they acting agents for *** Airlines. If Expedia will not make a refund, then why are they accepting purchases for ***. Especially when my purchase cannot be found through ***? The only proof I have that this purchase was done is through the Expedia company and my credit statements.
Sincerely
Expedia.com Response
• Jun 08, 2020
June 8, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response and/or resolution offered.
We reviewed Ms. confirmations for her Future Travel Credits of $357.40 per passenger. These attachments do indicate the existence of *** Airlines flexibility policy/airfare credits.
On June 8, 2020, we contacted *** Airlines on behalf of Ms., to discuss her inability to access her vouchers on ***’s website. We discovered the unprecedented volume of extensions against airfare credits. This has caused some vouchers to be inaccessible on *** Airlines website. However, the vouchers do exist not only for Ms. but for many travelers also affected by the extensions for flexibility purposes, in relation to the Coronavirus pandemic.
In addition, Ms.’s reservation was made eligible for a full refund. Therefore, *** Airlines refunded $1,072.20, back to Ms.’s original form of payment. It may take up to 8 weeks for the refund to deposit back to her financial institution. As a courtesy, Expedia processed a refund $75.00, for the cancellation plan. It may take up to 30 days for Ms. to receive that refund.
For assistance pertaining to Ms.’s exact refund date on her tickets she may contact *** Airlines directly at the following number, 1 (800) ***
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,Melanie ***Corporate Correspondence Team
Customer Response
• Jun 10, 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.
Itinerary #***
I purchased airline tickets 11/28/19 from Expedia for the total of $1,323.60. On 02/12/20, my return flight to JFK was adjusted from to a later time (please see attached documentation). This change did not allow for a connecting flight from JFK to BNA (home airport) due to later flight arrival. On March 10th, I reached out to Expedia to express my dilemma and requested a resolution of the matter. I was told by Jose (see attached screenshot of conversation) it would take 48-72 hours to get further information within the matter. I again reached out to Ana (see attached screenshot of conversation) on 03/11/20 and that chat was abruptly ended with no follow-up.
It has been 7 weeks since the last interaction with Expedia regarding the resolution of the matter. For this reason, Expedia has not provided the services as stated and I am disputing the above amount.
Expedia.com Response
• Jun 01, 2020
June 1, 2020Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs. is requesting to have an exchange of her flight.We were able to verify that we acted on Mrs.’s behalf and reached out to *** to request for a refund. We are pleased to advise that *** has now taken over control over the ticket and processed the refund. The refund typically takes between 6-8 weeks before it will see it posted back onto your credit card statement.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jun 01, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
*** ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I was double charged for a room that I canceled. The rep at Expedia kept saying its a mirrored transaction, but its not because they are 2 different amounts. I woke to the hotel and my bank, they both state this us something fine by Expedia. They did the same thing to me a week ago and returned it immediately so I didn't complain. They have charged me 302.05 for a room that was 151.52 and was canceled. You cannot speak to a rep via phone only chat. I want my money back and for consumers to know what Expedia is doing. They're stealing and lying about protecting consumers personal information
Expedia.com Response
• May 31, 2020
May 31, 2020Re: Expedia Case #: E-***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mrs. is requesting to have a refund for the amount of $302.05 as she was double charged on her credit card statement.Unfortunately we were unable to locate an account or itinerary with the information provided. To better assist you with this matter, we ask that Mrs. either reply to this email or contact the number provided below with the applicable itinerary number and email address associated with this complaintWhile we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
On the end of February I bought two ticket Washington-Madri to leave on May 29, 2020 via *** expedia travel at a price of $1269.30 which included travel insurance in the amount of $76.00. On April 23, I received an e-mail from *** Expedia telling me that my flights had been cancelled and they were going to give me "airline credit". I did not want airline credit, I wanted a full refund. After a long battle with *** Expedia, on May 4th, I finally got to speak with a manager who was able to process my refund of $1193.30 for the flights. They told me that Expedia would not refund the $76 from the flight insurance because such refund could only be done if I was not satisfied "If you are not satisfied for any reason, you may cancel the travel insurance portion of your coverage within 10 days of your receipt of this document. Your premium will be refunded". The way I see it, the cancellation was done by the airline, I did not have a chance to use the service, and I feel that the amount paid for the insurance should be refunded to me.
June 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: *** Travel Center Case # ***Dear Revdex.com, Thank you for taking the time to contact ***
Travel Center 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. *** Travel Center is
responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding travel insurance. Our
records reflect a flight protection plan with *** with coverage
starting May 29, 2020 to June 13, 2020 for two travelers. We understand Ms. is
requesting a refund.The insurance the customer purchased was effective
from the date of purchase through the date their trip was cancelled. Insurance
was refundable within 15 days after purchase.Unfortunately
due to the information provided, we are unable to provide a refund for the
travel insurance.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I could not cancel the Travel insurance within the 14 day period because I thought I was going to travel; however, the travel was cancelled by them (***/Expedia) way after the 14 day period they mentioned, but It was not done by me, but rather by them. Therefore, I feel that I am entitled to receive my money back.
Sincerely
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: *** Travel Center Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Ms. did not accept
our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns, and understand
the customer had the intention of travelling. The flights were cancelled by *** Airlines
which made it possible to receive a refund through the airline’s flex policy
for Covid-19. The insurance the customer
purchased is
effective from the data of trip purchase (rather than trip date), it is not
considered unused and therefore remains non-refundable. The only exception to receiving a refund is within
15 days after purchase of the flights. We apologize for any inconvenience this
causes.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
Two complaints actually, Earlier this year, my father passed away and we tried to get a refund on the plane tickets, but communication ended after I sent proof of death. Now with COVID, *** Airline has cancelled the whole flight to Japan and I am seeking a refund for the tickets, but I have had no responses from the company. The tickets were paid using my deceased father's credit card, so the refund will need to be paid back in a different method
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
$3,000.00.
Our records indicate on September 18, 2019, Mr. or an
authorized user of the Expedia account, self-booked four round trip flights on ***
Airlines, departing on May 20, 2020, from San Francisco, CA, USA to Tokyo, Japan and returning on May 30, 2020, via ***.
We can confirm on October 31, 2019, the customer called
in wanting to cancel *** from
the reservation as the passenger had passed away. Our representative called *** Airlines
to confirm since policy of the ticket was unclear under the fare rules.
On January
13, 2020, the customer emailed Expedia the death certificate. On January 14, 2020 Expedia emailed
*** Airlines the death certificate. Expedia emailed the customer advising
we have forwarded the information to *** Airlines and await their
response.
On March 7, 2020, Mr. emailed Expedia
inquiring on a refund for the flights. On March 16, 2020, Expedia emailed the customer and advised the flight is
non-refundable and that there is no flex policy. On May 3, 2020, the customer emailed Expedia advising
he has not heard anything in regard to the refund.
After further review on June 16, 2020, Expedia reviewed
the details of *** Airlines fare rules. *** Airline does not have a death
clause in their fare rules. The executor
of Mr.’s estate will have to go through their legal aspects in an attempt to
try and get a refund from *** Airlines for ***
*** tickets. *** Airline COVID19 policy allows for a
future travel credits of $782.13 for each ticket to be used for future travel. The tickets are not refundable per ***
Airline COVID19 policy and new travel must be completed on/before 31-Dec-21. If there is an increase in fare a new form of
payment would need to be presented. Customer needs to contact our Customer
Service Department at 877-227-7481 to exchange the tickets
We
understand that you are dissatisfied with receiving a credit with an airline
vs. a full refund. We’ve worked incredibly hard to work with our partners to
provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.
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 merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, incding, 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 ***
***rate 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
Hello, I booked a vacation to Miami back in March, right before the Covid19 shutdown. I requested a refund of my money from expedia.com. I received a credit for a future flight, but was told I would receive my money back for the hotel. I was told I would receive my money in 30 days, that was on March 25th. I called on April 26th and was told my money was refunded. I then called my PLS, because that is who I conduct my banking business with, and was told that they do not have it pending but to give it five business days and it should be available in my account. Today made 5 days and I still do not have my money, $538.63. I called both expedia and PLS and both are giving me the run around.
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 hotel reservation. Our records reflect a three night stay at *** Rentals in Coconut Grove. We understand Ms. is requesting a refund.On
March 25, Ms. or an authorized user of the Expedia account cancelled the lodging portion of
the itinerary and was advised via email the refund of $538.63 may take up to 30
business days to reflect. On April 9, the refund failed due to a dispute the
customer filed with her credit card company. We have been notified by our
transaction processing team that Expedia has allowed the refund to be processed
through the customers 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased travel insurance for a
Cruise trip in may with carnival cruise and they will not refund me my money even though the cruise cancelled. I will never purchase insurance through them.
I'm beyond mad at this company with their lack of customer communication policy on flight cancelations due to cover-19. I've called a number of times but cannot get through and I'd like to get the refund so I can rebook another fight. It blows my mind that they cannot put you on hold until an agent becomes available or you give a call back number so they can call you back like other travel agencies and airlines do. This company is the worst and after this is settled I'll never use them again. Very bad public relations.
My fiance and I booked our wedding travel arrangements through Expedia. We planned and paid for flights to Italy, hotels, and return flights back to Pittsburgh in July 2019. Our trip was supposed to be from May 2 through May 15 2020. Obviously our plans were canceled due to Covid-19 travel restrictions. We did not initiate any of the cancelations. This was supposed to be our dream wedding so we were naively optimistic that we would still be able to go.
We attempted to call over a month ago to discuss options for rescheduling or getting refunds. On our initial call we were told that they are only handling customers with travel plans within 72 hours and we would have to call back at a later date. While we were not satisfied with their response, we understood the unique situation we were dealing with and remained patient and waited until April 30th to call back.
We called on April 30th, per their instructions, and were told by customer service that our trip was non refundable and there is nothing they can do. After a 3 hours on the phone with 2 different customer service representatives and 1 supervisor the best option they provided was to reschedule for July 2020. We asked what would happen if we are still unable to travel in July and the response was "We don't know." As this trip is for our wedding we are unable to commit to a date until we know if/when travel restrictions are limited. We asked if they could be a little more flexible with rescheduling and were told they cannot offer anything else at this time.
We spent over 11 hours over the past few days calling back, getting different answers each time but no sensible options were provided. We finally got a helpful employee that was able to refund our hotel cost but unable to do anything about the flights as *** did not allow refunds without a $175 fee per ticket. Our flight was cancelled by the airline but they still charge the fee per their policy.
We feel that this is an unacceptable resolution and are still attempting to get a full refund but are getting no where. Our wedding plans were cancelled due to a global pandemic and strict travel restrictions but we are expected to incur $700 worth of fees on flights that we paid nearly $2,200 for. Expedia has told us several times now that they have attempted to contact the airline to request a full refund but have been unable to get a response for 5 days now. We contacted the airline directly and were told that the refund has to be processed by the booking company.
As it stands today, we have been told by multiple employees they they will follow up with us. No one has. Expedia has told us we have to deal with *** to request a full refund while *** has told us we have to deal with Expedia. Neither has provided any option other than pay $700 worth of fees for a flight that was cancelled by the airline, not us.
I was not able to get a refund for my trip to Hawaii even though we had a vacation waiver/ insurance through them. Calls were dropped. They even claimed that I canceled my vacation waiver. Very disappointed with their customer service. Will never use their service again.
A trip was planned in April and at that time NewYork New York hotel shudder the doors due to the covid virus ( by order) This was not my fault. Expedia will not refund the trip. I have contacted the hotel and they have said all hotels were refunded regardless of current policies. ( I have emails and documents stating this and personal emails from the hotel. Expedia is trying to keep refunds and blaming the hotels.
June 2, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr. is requesting to receive a full refund of the hotel due to the Corona virus outbreak. We verified that Mr. cancelled his hotel reservation on March 17, 2020 and accepted the voucher towards a future booking with the hotel. Unfortunately, no. New York, New York Hotel has confirmed that for any booking where the terms and conditions indicated no refunds would be permitted. The hotel coupon is the best possible solution under these unprecedented circumstances. I'm glad Mr. qualify for the deal we were able to negotiate. While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
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,
*** even tho this is flat out lie and no emails were sent and the hotel said nobody was charged during April shutdown. I’ll accept the credit and never do business with them again after this scam.
I made two separate hotel reservations through Expedia, back in October 2019. Both reservations were for a roundtrip from JFK to ATH for March 2020. Our flight to ATH got cancelled due to COVID19 and after contacting Expedia multiple times over the phone and via chat, I was instructed to contact the hotels directly. I have communications with both hotels waiving all fees and approving full refunds, even though the reservations were categorized as non-refundable, owing to the COVID status is NY in March.
I contacted Expedia multiple times and provided my communications with both hotels, and they are refusing to issue refunds as it is "contrary to their policies". One of their reps told me I was lucky to be getting a voucher.
As a long time costumer, this is terrible service, as I had to spend several hours on the phone, getting in touch with all involved properties, and despite getting promised a full refund and seeing both reservations marked as refunded on my account, being told that the only available option is a voucher.
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 hotel reservations. Our records reflect a one night stay at the Hampton Inn
Brooklyn Downtown NY checking in on March 25, 2020 on itinerary ***. And a
one night stay at the *** Hotel checking in on April 5, 2020 on
itinerary *** We
understand Ms. is requesting a refund for both reservations.On June 4, Ms. or an authorized user of the Expedia
account called to inquire about receiving a refund for both itineraries. The
representative advocated the request with each hotel who approved the refunds
without penalty. Itinerary *** had been refunded for $227.60, and
itinerary *** had been refunded for $208.89. No
further action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***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
We have not been refunded our full amount despite having travel insurance. When we got the full price initially for the 3 of us we split the 10,267.86 in 3’s which meant we each paid, $3423.00
So if I am doing the math correctly, 3423.00 + 3423.00 =6846 .00 , this is what myself and *** owed and paid, which means if you subtract 10,267.86 - 6846.00 = 3421.86 is what the 3rd party that cancelled paid. Only 765.55 was refunded to the card from *** Airline and only $685.60 was refunded for her hotel stay. 765.55 + 686.60 = 1451.15. Where is the other
$1971.85 that we have already paid for on our credit card?
This is to advise you that as of yesterday, May 3, 2020, late afternoon, Expedia has resolved this issue with us, pertaining to complaint #***. We are now no longer needing the Revdex.com's intervention. Expedia took care of the additional funds that were owed to us. Thank you for your time, effort, and support on this matter. God bless you.
On June 30th, 2019, I booked a flight from SEA to CEB (via ***) on Expedia.com for flights via *** in March 2020. The Itinerary # was: ***. As March neared and the COVID-19 situation worsened (with more and more restrictions for even layovers in Korea), I made the decision to cancel the booking but keep the ticket open for redemption later on. At the time, *** was only offering waivers. I was told if a leg of my flight was eventually cancelled, I could receive a full refund.
It turns out that my leg of the flight eventually was cancelled (flight: *** to *** for Mar 10). After several calls to Expedia.com, I was told a range of things (from not being able to offer anything as it was a non-refundable flight to offering a waiver with several stipulations). I contacted *** a few times after my leg cancellation and it was confirmed to me by *** customer service on two separate occasions that Expedia could provide a full refund if they would just contact *** support desk and request the waiver code as I had a cancelled leg. I finally got a reply from Expedia that said there was a minor schedule change and they could not refund me. There was a minor schedule change to my flights BEFORE COVID-19 and I was not asking for a refund based on that but for the leg of the flight that was cancelled. When I emailed back, Expedia failed to address my call out there was a cancelled leg instead of merely saying there was a minor schedule change.
Hi,
I filed a complaint with Expedia a few days ago (#***). It has been resolved through an offline process and I would like to withdraw my complaint. Is there anyway to do so?
Thank you
I tried to cancel my trip within minutes of booking it because I do not have any documents to be able to fly. Expedia did not explicitly state that I was getting a special rate and will not refund my money.
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Miwan I *** regarding an issue from our customer.
We appreciate the Revdex.com (“Revdex.com”) allowing us time to address
the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. (Revdex.com case number ***)
regarding a flight reservation. Our records indicate Mr. or an authorized user of the Expedia account self-booked a
one-way fare with *** Airlines on May 2, 2020 departing Rochester,
MN to Nashville, TN on May 4, 2020 for one adult. We
understand Mr. is requesting a refund.The fare
type selected are non-refundable if cancelled, and changes cannot be made. We
have reviewed the session the customer had on May 1, 2020 on a Microsoft
windows computer using Google Chrome browser. On the review your trip page
under important flight information, the policy of the ticket stated: Tickets
are non-refundable, nontransferable and can’t be canceled or changed. On the
payment page the customer is notified of the terms and conditions of the
booking which states: Tickets are nonrefundable, nontransferable and cannot be
canceled or changed. Once the customer clicks on complete booking, they agree
to the terms and conditions of the ticket. Expedia
has determined the customer was given the proper information at the time of
booking and will not be able to provide a refund for the flights We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
In February, I booked flights to Bozeman Montana through Expedia (itinerary number ***). Unfortunately I need to cancel the trip due to unforeseen circumstances. I attempted to cancel the trip through ***; however, they stated I needed to cancel through Expedia, as I booked the flights through them. I have been trying daily for a month to contact customer service at Expedia and I am unable to get through. When I booked the trip I was not told that I would be unable to cancel at any time. I would like this company to cancel my flights and refund my money.
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com
case number ***) regarding a flight
reservation. Our records reflect a round-trip fare with *** departing Portland, ME to Bozeman, MT on July 25, 2020, and
returning August 1, 2020 for four adults. We understand Ms. is requesting a refund.On
May 12, 2020 the flight reservation was cancelled online via the Expedia mobile
app by Ms. or an authorized user of the Expedia account. Before
cancellation, *** did not have any flight interruptions of the record or
any schedule changes. Per the policy of the tickets purchased, the flights are
non-refundable and non-changeable. Unfortunately *** does not have a flex policy
in place for bookings made before February 27, 2020. Expedia
is unable to process a refund due to the information provided. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I purchased the insurance for this trip and a family member had a medical emergency resulting in the canceled flight. There was no communication when I purchased this flight that it was nonrefundable.
Sincerely
June 22, 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 Ms. did not accept our response
and/or resolution offered.We understand Ms. is requesting to
extend the validity of her tickets through August 2021, however the airlines
determine the validity and cannot be negotiated to extend through August 2021. As stated previously, *** extended
future travel credit to flights that were originally booked on/before June 30,
2020, and with original travel dates on/before January 4, 2021. The airlines
has allowed each passenger to re-book new travel through January 4, 2021.
Change fees will be waived, while fare difference may apply and subject to availability
when re-booking. While the tickets will expire on January 4, 2021, Ms. may
re-book all the passengers up to 330 days out from the day she is re-booking. When the customer is ready to re-book new travel, she must contact Expedia to issue new tickets.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
I would like a refund for the flights that were booked from 5/6-5/18. The itinerary numbers are #***, #***, and #***. These flights have been canceled by the airlines. I've contacted Expedia several times in regards to these flights and after 3 combined hours of hold time, I was disconnected each time. Their Expedia online portal only offers an airline credit. When I contacted the airlines, they told me that I must contact Expedia. According to DOT regulations, if an airline cancels a flight for any reason, the passenger is entitled to a full refund including fees.
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 Ms. *** (Revdex.com case number ***)
regarding a full refund for all three itineraries.
Our records indicate on September 22, 2019, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on ***
***, departing on May 18, 2020, from Barcelona,
Spain, to Miami, FL, via ***.
After further review on June 16, 2020, there has not
been any calls or documentation on the Expedia record in regard to cancelling
the flight or asking for a refund. Expedia reviewed the *** record and attempted to submit for a
refund. The system would not allow the
refund request to go through. Sent an
email to *** and received the following automated response, “Thank you
for contacting *** Air *** - Agency Help Desk. Your request has been
received successfully and will be answered shortly”.
Our records indicate September 22, 2019, Ms.
or an authorized user of the Expedia account, self-booked two one way flights
on ***, departing on May 13, 2020, from Rome, It to Barcelona,
Spain via ***.
After further review on June 16, 2020, there has not
been any calls or documentation on the Expedia record in regard to cancelling
the flight or asking for a refund. Expedia reviewed the *** record and *** COVID19 policy allows the tickets to be exchanged
(waiving the exchange fee). The tickets
can be rebooked up
to September 30, 2020 and travel must be completed by June 30, 2021. Any
increase in fare is the customer responsibility. Customer needs to contact our
Customer Service Department at 877-227-7481 to exchange the tickets
Our records indicate September 22, 2019, Ms. or
an authorized user of the Expedia account, self-booked two one way flights on ***, departing on May 6, 2020, from Miami, Florida to Rome, Italy via ***.
We can confirm on May 3, 2020, Ms. called requesting a refund. Our representative advised per the airline
policy the ticket was non-refundable, but a future travel credit was
guaranteed. The customer insisted on a refund
since the airline cancelled the flights. Our representative advised the flights were cancelled due to the travel
bans and availability. The customer
asked for a Supervisor. The call was escalated,
and the Supervisor sent an email to Air ***. Air *** replied advising the
following: “If you plan to fly between
March 5/20 and June 30/20 and your ticket was issued earlier on 21/04/20, we
offer you the following:· Change free of charge until 15/06/21 (*) · VOUCHER: If you do not know the date of travel, we offer you the possibility
to save the amount of the ticket to use it as credit in a future purchase
(valid for any destination operated by Air *** or on the same route as the
ori***l ticket). This voucher must be used within one year of issue and to fly
within 12 months of the issuance of the new reservation. You can request your
voucher by completing the form below.(*) Except for
changes of route or if the date change is made from 18/12/20 to 10/01/21 or
from 26/03/21 to 11/04/21. In both cases, the change will be made without
penalty and you will only have to pay a fare difference if the ori***l one is
not available. If there is no difference, you will not have to pay anything for
the change. Remember that you can make the changes by contacting your point of
sale or on our website”. Expedia
emailed Ms. and she replied that she could not accept a voucher and has
filed a complaint with the Revdex.com.
After further review on June 16, 2020, Expedia review Air *** COVID19 policy allows
the ticket to be exchanged and the exchange fee will be waived. The customer needs to contact our Customer
service Department at 877-227-7481
when she is ready to exchange the tickets. Any increase in fare will be the customer responsibility.
On June 16, 2020, Expedia sent an email to ***
*** and is waiting for a formal response regarding the refund. The *** and Air *** flights are valid
for future travel credits. *** future travel credit is $119.82, $59.81 per
ticket; tickets can be rebooked up to September 30, 2020 and travel must be completed
by June 30, 2021. The Air *** future travel credit
is valued at $757.80, $378.90 per ticket; change free of charge until June 15,
2021. Customer
needs to contact our Customer Service Department at *** to exchange the tickets.
We
understand that you are dissatisfied with receiving a credit with an airline
vs. a full refund. We’ve worked incredibly hard to work with our partners to
provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limit changes.
We recognize that an airline credit may not be what you were looking for but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies.
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. ***. ***
and Air *** were
the operating carriers and merchants of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: According to the DOT:
"In the following situations, passengers are entitled to a refund of the ticket price and/or associated fees.Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel."
This information can bet viewed here: https://www.transportation.gov***
Expedia is saying that a full refund is not required. Issuing a voucher is not within the guidelines of the DOT, so a voucher is unacceptable. Offering a voucher during a time when there is no way to travel internationally is useless to a passenger.
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. quoted the DOT for refunding the airline reservations. We have reviewed the documentation Ms. provided
to further address her concerns. After further review on June 22, 2020, since
the last Revdex.com complaint was addressed on June 16, 2020 , Expedia stands behind their initial response
regarding the customer refund request. Each of the cancelled itineraries was emailed to the customer
email address, which advised of the airline credits. The DOT regulation the customer referenced in
the rebuttal advises “Note: While airlines are not required to issue a refund for non-refundable
tickets, they are free to do so or they may issue a credit or travel voucher
for future use on the airline. “ The customer purchased non-refundable tickets through Expedia as a third-party intermediary and
not directly with the airline. *** flight has an airline credit of $339.79 per
ticket and the ticket validity is good until September 21, 2020. Travel needs to be rebooked by September 21,
2020. The *** and ***
flights are valid for future travel credits. *** future travel credit is
$119.82, $59.81 per ticket; tickets can be rebooked up to September 30, 2020 and
travel must be completed by June 30, 2021. The Air *** future travel credit is valued at $757.80, $378.90
per ticket; change free of charge until June 15, 2021. Customer needs to contact our
Customer Service Department at 877-227-7481 to exchange the tickets
We understand that you are dissatisfied
with receiving a credit with an airline vs. a full refund. We’ve worked
incredibly hard to work with our partners to provide travelers with as much
flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.
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
Complaint: ***
I am rejecting this response because: Issuing an airline credit when we do not know if we will be able to travel during those dates due to travel restrictions is unfair. The business is indirectly taking our money, for services that were never received.
Sincerely
Due to covid 19, *** cancelled our flight to Aruba that was booked through Expedia. Expedia refunded the hotel reservation, but only offered to issue an airline credit. Our flight was cancelled by the airline not by us, and the federal government of the u.s. has mandated that our flight be refunded. Expedia is claiming that *** won’t Give refunds however I called *** and they said they are but because we booked though Expedia, the money has to be refunded through the origin of the booking. Expedia is still refusing to issue the refund after my husband and I have called them approx 7 times and been on hold for probably close to 30 hours with them. I just want our $1400 refunded for the airfare
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 a flight reservation. Our records reflect a round-trip fare with *** Airways
departing New
York, NY to Oranjestad, Aruba on March 29, 2020, and returning April 3, 2020
for two adults and one child. We
understand Ms. is requesting a refund for the cancelled flgihts.On May 5,
Ms. or an authorized user of the Expedia account called to inquire on
receiving a refund. The representative who had assisted the customer processed
a refund for the flights in the amount of $1219.59 to the original form of
payment. No further
action 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
We booked a trip for may 27th - may 31st to Cabo San Lucas and are unable to go because of Covid 19. Our intinerary number is ***. In the amount of $2,708.37 dollars. We are not able to get a hold of anyone at Expedia and expect a full refund on this matter. The resort we were going to is closed until November plus you can’t fly to Mexico anyway at this time. We have used this site before and we just clearly want and deserve a refund.
June 14, 2020Revdex.com ***, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one way fare with
*** and *** Airlines departing May 27, 2020, and returning May 31, 2020.
And a four night stay at the ***
Baja California - Adults Only - All Inclusive for two adults.We understand Mr. is requesting a refund due to the Covid-19
travel restrictions.On May 11, Mr. or an authorized user of the Expedia
account called to inquire on receiving a refund for the package. The representative
processed a refund for the hotel in the amount of $1,356.93. The flight with *** airlines was initiated
by Expedia on May 12, and *** airlines flight had been initiated on May
14. The refunds will be processed by each airline directly. No
further action taken as Mr.s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
My husband and I have 3 different flights, which were bought through Expedia.com ( Expedia charged our credit card). Air*** canceled 2 of our flights, and *** altered our flight to another city. When I called Expedia, it just passed the buck to the airlines, Expedia doesn't want to hold any responsibilities and refused to refund us. In total it is $360.36, every penny counts in this pandemic to us. A big company like Expedia is just heartless during this kind situation. Expedia only deflects the responsibilities to others, and refused to comply with Department of Transportation's statement during these unusual circumstances. We demand refund of all 3 of our flights in accordance with Dept. of Transportation Enforcement Notice posted Friday, April 3, 2020, which saying if the flight got canceled or altered by the carrier during this pandemic, they are obligated to refund customers. I have recordings between me and one of Expedia's managers. But this website doesn't allow me to upload recordings or my itineraries, please email me if they are needed. Thank you for your help
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 multiple flight reservations. Our records reflect a one-way fare with *** departing May
17, 2020 from Barcelona,
Spain to Cologne, Germany for two adults. A one way fare with Air ***
departing May 12, 2020 from Porto, Portugal to Madrid, Spain for two adults. And
a one way fare with Air *** departing May 14, 2020 from Madrid, Spain to Barcelona,
Spain for two adults.We understand Ms. is requesting a refund for each reservation.***
is a Low Cost Carrier which does not give the ability for Expedia to modify,
ticket, or refund. Ms. must call *** to inquire on receiving a
refund. Refunds are not a guarantee and subject to approval from the airlines
policies.Air *** has extended future travel credit to Ms.. We have
advocated a refund request to the airlines via email on May 13. On May 29, Air
*** replied with the following: For
flights between March 5/20 and June 30/20 and the ticket was issued earlier on
21/04/20, we offer the customer: · Change free of charge until 30/06/21 (*) Except for changes of route or if the date change is made from 18/12/20 to
10/01/21 or from 26/03/21 to 11/04/21. In both cases, the change will be made
without penalty and the customer will only have to pay a fare difference if the
original one is not available.If Ms. does not know the date of new travel,
the airline offers the customer the possibility to save the amount of the
ticket to use it as credit in a future purchase (valid for any destination operated by Air *** or on the same route as the original ticket). This voucher
must be used within one year of issue and to fly within 12 months of the
issuance of the new reservation. After 12 months from the issue, the
customer can request a refund of the unused amount of your voucher. Ms.
*** may apply for the voucher directly with Air *** at https://www.***Due to the
information provided, Expedia is unable to process refunds for the flights. When Ms. is ready to re-book new travel, she may call Expedia to re-issue new tickets, or she may apply for the voucher online directly with Air *** with the link provided.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia only knows how to pass the responsibility to the airline companies. The same situation happened with Travelocity, and at the first Travelocity also had the same response as Expedia's ( which is that the airline company's policy refuse to refund us ), but after several efforts, Travelocity itself refunded us. And since Expedia owns Travelocity, even Expedia's sub-company can outdo Expedia at customer service, I don't understand why Expedia cannot. It only shows that Expedia just not value their customers as they say, and don't take responsibilities at all. On my credit card, it is Expedia who charged us! So I still demand a refund from Expedia!
Sincerely
I had purchased three plane tickets on Jan 28,2020 through Expedia.com for a roundabout *** flight from BGM-DTW-IND airports for dates departing June 12, 2020 and returning June 15, 2020. I had also purchased flight protection on the same date Jan 28, 2020 because there was never an indication on if this flight was non-refundable or not, so I wanted to be safe just in case. I cancelled this flight April 30, 2020 because the reason for my travel was a group gathering in Indianapolis and with Covid-19 becoming a serious issue, where I live and where the people that would be attending this gathering, it was determined it would be safer to cancel. I also had to cancel because of the current guidelines in my area that does not allow leisure trips outside of the area to stop the spread of the virus. I am an essential worker on the front lines at my grocery store so I am already putting myself at risk for this virus. When I purchased these tickets Covid-19 was not an issue, and if it were still not an issue I would go on this trip, but I cannot. Going on this trip is not possible. I placed the cancellation through Expedia.com and properly cancelled the trip. But instead of a refund I am receiving an unacceptable airline credit, a rough guess estimate of a travel-by date before that airline credit is expired (12 months, Update 30 days) There is no way to tell when I will be able to travel during this Covid-19 issue. I have tried contacting Expedia many times about this airline credit and my flight cancellation but each attempt ends in the same manner: That no one will address my issue and continue to turn a blind eye. I had tried to get in touch with *** airlines, since the flight is through this airline, but there is no records of my flight tickets or this airline credit in their system. I am starting to believe Expedia.com is scamming me during this Covid-19 crisis. I don't dare to cancel my flight protection out of fear they will refuse a refund due to not having it
June 1, 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 29, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Binghamton, NY to Indianapolis, IN departing on June 12, 2020 and returning on June 15, 2020. The flight reservation includes a Cancellation Plan for, $75. We understand that due to the Coronavirus pandemic, Ms. is seeking a refund from Expedia for the entire reservation.
On May 1, 2020, we received/processed the cancel application for Ms.’s flight reservation, departing on June 12, 2020.
On June 1, 2020, we verified *** Airlines Coronavirus flexibility policy from their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines will not authorize a refund but a penalty fee waiver until, September 30, 2022. Therefore, Ms. may copy the hyperlink below for verification purposes:
https://www.***.com***
Travel must be booked and completed prior to that date. This policy is based upon *** Airlines terms and conditions. To use the *** Airlines Future Travel Credit of, $357.40 per passenger. The customer may use the email containing the credit link or she may contact the following number, (877) *** for assistance. The Cancellation Plan requires that consumers file a claim to determine their coverage, we cannot submit a claim on a customer’s behalf. For qualification purposes Ms. may use the following hyperlink and record the contact details under the Cancellation Plan to see the full breakdown:
https://buy.***.com/***
USA ***International: ***Email Address ***Policy number: ***The *** hyperlink is available within the customer’s booking path and it can be elevated prior to purchasing it. 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. *** is (the entity that received the funds and is the company that charged Ms.’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. In addition, the same Cancellation Plan hyperlink is located within the customer’s confirmation.
Additionally, Expedia’s Terms of Use and *** Airlines restrictive policy which were agreed to by Ms. at the time of booking, 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 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.
*** Airlines cancellation policy: Tickets are non-refundable and charge $200 per passenger for anytime changes. Note: The Future Travel Credit is subjected to a possible fare difference.
We act as an agent for *** Airlines products and we do not have the authority to override their flexibility policy. Although, we recognize the Coronavirus travel situation, we are unable to honor Ms.’s refund request, due to the information provided above.
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,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Their claim for the cancellation date is incorrect. In the attachment above the cancellation was sent through on April 30th not May 1st. It may have been processed a day late on their end but the cancellation was done and verified by Expedia via email on April 30th. I also reject this response because "On June 1, 2020, we verified *** Airlines Coronavirus flexibility policy from their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines will not authorize a refund but a penalty fee waiver until, September 30, 2022." In the attachment above no 'Future Travel Credit' has been given to me when the cancellation was put through nor after the cancellation was completed. *** has no records of my flight existing in their files from what I have checked and the code "Airline confirmation *** (***)", stated in my attachment via the email they sent me from the cancellation, does nothing for me and redeeming a future credit. I also reject their response because there is no communication between me and expedia. In the attachment above shows how my attempts have ended where the agents refuse to speak to me. This would go on for over two hours of trying to get an agent then end up with the same results as shown in the attachment. I do not trust them as a company. The links they have given in their response offer me no solution because a lack of the "Future Travel Credit". I had tried to go through my flight protection plan to get some results but there has been no reply from that flight protection plan.
I am still seeking a full refund on this matter. Being given a deadline to use a "Future Travel Credit", that I do not have and Expedia will not provide, within a two year time is unacceptable. I also want to point out in their response that they stated "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." But then go to state later on in their response "We act as an agent for *** Airlines products and we do not have the authority to override their flexibility policy." Which is it that they are in this purchase. Are they not liable or are they acting agents for *** Airlines. If Expedia will not make a refund, then why are they accepting purchases for ***. Especially when my purchase cannot be found through ***? The only proof I have that this purchase was done is through the Expedia company and my credit statements.
Sincerely
June 8, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response and/or resolution offered.
We reviewed Ms. confirmations for her Future Travel Credits of $357.40 per passenger. These attachments do indicate the existence of *** Airlines flexibility policy/airfare credits.
On June 8, 2020, we contacted *** Airlines on behalf of Ms., to discuss her inability to access her vouchers on ***’s website. We discovered the unprecedented volume of extensions against airfare credits. This has caused some vouchers to be inaccessible on *** Airlines website. However, the vouchers do exist not only for Ms. but for many travelers also affected by the extensions for flexibility purposes, in relation to the Coronavirus pandemic.
In addition, Ms.’s reservation was made eligible for a full refund. Therefore, *** Airlines refunded $1,072.20, back to Ms.’s original form of payment. It may take up to 8 weeks for the refund to deposit back to her financial institution. As a courtesy, Expedia processed a refund $75.00, for the cancellation plan. It may take up to 30 days for Ms. to receive that refund.
For assistance pertaining to Ms.’s exact refund date on her tickets she may contact *** Airlines directly at the following number, 1 (800) ***
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,Melanie ***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
Itinerary #***
I purchased airline tickets 11/28/19 from Expedia for the total of $1,323.60. On 02/12/20, my return flight to JFK was adjusted from to a later time (please see attached documentation). This change did not allow for a connecting flight from JFK to BNA (home airport) due to later flight arrival. On March 10th, I reached out to Expedia to express my dilemma and requested a resolution of the matter. I was told by Jose (see attached screenshot of conversation) it would take 48-72 hours to get further information within the matter. I again reached out to Ana (see attached screenshot of conversation) on 03/11/20 and that chat was abruptly ended with no follow-up.
It has been 7 weeks since the last interaction with Expedia regarding the resolution of the matter. For this reason, Expedia has not provided the services as stated and I am disputing the above amount.
June 1, 2020Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mrs. is requesting to have an exchange of her flight.We were able to verify that we acted on Mrs.’s behalf and reached out to *** to request for a refund. We are pleased to advise that *** has now taken over control over the ticket and processed the refund. The refund typically takes between 6-8 weeks before it will see it posted back onto your credit card statement.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
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,
***
*** ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I was double charged for a room that I canceled. The rep at Expedia kept saying its a mirrored transaction, but its not because they are 2 different amounts. I woke to the hotel and my bank, they both state this us something fine by Expedia. They did the same thing to me a week ago and returned it immediately so I didn't complain. They have charged me 302.05 for a room that was 151.52 and was canceled. You cannot speak to a rep via phone only chat. I want my money back and for consumers to know what Expedia is doing. They're stealing and lying about protecting consumers personal information
May 31, 2020Re: Expedia Case #: E-***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mrs. is requesting to have a refund for the amount of $302.05 as she was double charged on her credit card statement.Unfortunately we were unable to locate an account or itinerary with the information provided. To better assist you with this matter, we ask that Mrs. either reply to this email or contact the number provided below with the applicable itinerary number and email address associated with this complaintWhile we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team