Prior to the Covid-19 breakout, I ordered tickets for my fiancé and I for our honeymoon. I also purchased the insurance on these tickets. After the country basically shut down for Covid, our wedding plans have had to be altered and we are unsure that we will be able to get married this year. I cancelled the tickets, needing the money back (I am currently only working limited hours, working as a Nurse doing emergent surgeries only) and not know what my future plans will be with regards to our wedding. After trying to contact Expedia, I was not allowed to talk with anyone and had to put in a cancelation request via email only. After weeks of waiting, I finally received an email that stated that they cancelled my flights and I would be given a credit. My insurance policy state 100% refund.
I've tried several times to contact Expedia and ***. They have automated messages blocking every attempt to get through to a representative.
I just wanted the money refunded, so I could pay bills while I wasn't working and possibly think about planning my wedding when all this craziness is over.
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 23, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Grand Rapids, MI USA to Vieux Fort, St. Lucia departing on September 7, 2020 and returning on September 14, 2020. The flight reservation includes a Travel Protection Plan for, $120. We understand that due to the Coronavirus pandemic, Ms. is seeking a refund from Expedia under the Travel Protection Plan.On April 28, 2020, we received/processed the cancel application under Ms.’s flight reservation, departing on September 7, 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. Travel must be booked and completed prior to that date. This policy is based upon *** Airlines terms and conditions. In addition, changes to Origin/Destination are permitted and subject to extra fees. To use the *** Airlines Future Travel Credit of, $923.55 per passenger. The customer may use the email containing the credit link or she may contact the following number, (877) 227-7481 for assistance.The Travel Protection Plan requires that consumers file a claim to determine their coverage, we cannot submit a claim on a customer’s behalf. In reference to the (automatic refund qualified) statement, Ms. may select the following hyperlink and record the contact details under the Travel Protection Plan to see the qualifications, listed below:
https://buy.travelguard.com/***USA 1-855-400-2624 International: 1.*** Email Address [email protected] number***The Travel Guard hyperlink is available within the customer’s booking path and it can be elevated prior 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 the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. Furthermore, that same hyperlink is located within the customer’s confirmation which was viewed by the account holder, on January 23, 2020.
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.United Airlines cancellation policy: Tickets are non-refundable and changes are not permitted.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
I purchased a package thru Expedia traveling April 27th thru May 2nd. All our trip was canceled due to COVID-19. We were able to get a refund for our hotel and *** Airlines rebooted our flights, however we purchased $300 in travel insurance from Expedias site and the refuse to refund our money. When I tried to renook flights through them they wanted to charge me $700 per ticket, when I went to the airlines and got flights cheaper plus a credit. However they took my insurance money and will not refund it. I did not cause a pandemic and all travel was canceled and should receive my money back.
Expedia.com Response
• Jun 01, 2020
June 1, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her package
reservation. We understand the customer is requesting a full refund of her Travel
Protection Package Protection Plan with Travelguard. All Travelguard Protections plans are
refundable within 15 days from purchase. However, due to COVID-19, as a courtesy,
on June 1, 2020, Expedia issued a full refund of the Travel Protection Package
Protection Plan in the amount of $216.00 back to the customer’s original form of
payment. It may take up to 14 business days for the refund to process,
depending on Ms.’s financial institution.Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I had to cancel a reservation with over 30 days notice and they will not refund the money paid. There are stay at home orders in my state and the state we were traveling to. It was sad enough to not be able to see my son graduate- the behavior of this company is deplorable.
Expedia.com Response
• Jun 01, 2020
June 1, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms. ***
(Revdex.com case number ***) regarding her hotel reservation. We understand the
customer is requesting a refund of the booking.Upon research, we are unable to locate an itinerary associated with Ms.’s
complaint. We respectfully request that Ms. provides us with the
itinerary number she is referring to. The requested information will enable us
to appropriately address the customer’s concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana *** Corporate
Correspondence Team
Customer Response
• Jun 01, 2020
Complaint: ***
I am rejecting this response because: it is not resolved. The number requested is ***
Sincerely
Expedia.com Response
• Jun 05, 2020
June 5,
2020Revdex.comAlaska,
Oregon & Western WashingtonComplaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation. Our records indicate that on February
17, 2020, the customer, or an authorized user of the Expedia, self-booked a Pay
Now hotel reservation using Expedia's Mobile site, under itinerary
***: two Double Rooms, 2
Double Beds, at *** by ***, Bangor, ME, for May 8-11, 2020. We
understand the customer is requesting a full refund of the hotel.Due to the nonrefundable policy of the booking,
Expedia required authorization of a refund from the hotel. On June 5, 2020, we contacted
the property and spoke with the Front Desk, who approved a full refund of the reservation
due to COVID-19. On June 5, 2020, we issued a full refund of both rooms back to
the customer’s original form of payment. It may take up to 15 business days for
the refund to process, depending on Ms.’s financial institution. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. We hope you understand we must follow the terms and conditions as
dictated by the vendors. Additionally, at the time of booking Ms. accepted
Expedia’s Terms of Use, which expressly state:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for
the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Affiliates have no liability and will make no refund
in the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana
W*** Corporate
Correspondence Team
WOW that's really all I can say....
1. Booked my trip package (flight& all inclusive resort) to Jamaica on Feb 26th for May 12th-18th.
2. 1 week later I realized the flights that they gave me an option to choose from were three hours away from my resort when there is an airport 10 minutes away from my resort in montego bay. I was forced to change my flights through spirit with no compensation from expedia.
3. Covid-19.....when jamaica closed their borders the resorts closed as well until June 1st. My resort offered a promotion of "Move the date Keep the rate plus 1 free night" this was PERFECT because I scored an AMAZING deal on this package....BUT expedia would not help if I wasnt traveling within 72 hrs so I waited and waited because I planned on changing my dates....on April 29th I received an email from expedia that they cancelled my package and a refund would be issued. I never even had the option to change my dates.
4. Today I spoke to an agent via online chat and after he "did his research" as he called it he informed me "your trip is cancelled you can expect your refund within 30 days"
I do not think that this is fair at all that they cancelled my trip without consent when I had other options I WILL NEVER BOOK THROUGH EXPEDIA AGAIN
This company is a complete scam. Booked a condo in Myrtle Beach which got closed through them. Now several weeks later I’m still trying to get my refund. They have terrible customer service and should be put out of business.
I purchased airline tickets through Expedia back on February 7th. Less than a week later, Air *** declared bankruptcy. I contacted Expedia on 2/13 to request a refund, as instructed by the Air *** website. I talked to an agent named “Hailey” who said she would take care of it. I did receive a refund for the travel insurance I purchased but did not receive the refund of ~$2,600 for the airline tickets themselves. I contacted Expedia again the following week and was told that I would see the ticket refund within 7 days of my first call. I still have not seen the refund and am now effectively locked out of the phone system by the Corona virus deluge. I need my money back.
Expedia.com Response
• Jun 11, 2020
June 11, 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 ***e 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 Air ***
departing Toronto, ON, Canada to Rome, *** on
May 7, 2020, and returning May 17, 2020 for four adults. We understand Mr. is requesting a refund.Air
*** has filed for bankruptcy and will soon become insolvent. Expedia has made
multiple attempts to reach the airline to process a refund for Mr.,
however we have received no answer nor did they provide a refund. On June 10,
Mr. or an authorized user of the Expedia account called to inquire on
the refund ***e-frame. A corporate representative was able to approve a refund
for the full refund of the flights. The amount of $2611.36 has been processed
by Expedia to the original form of payment. Refunds
may take up to 30 business days to reflect due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 12, 2020
Complaint: ***
I am rejecting this response because:
After spending 5 hours and 24 minutes on the phone with three different representatives from Expedia on June 10th, they did finally agree to process a refund. As indicated in the response received here, the refund was to be processed to the original credit card. I informed the representative that the original card had been closed due to attempted fraud and was willing to provide the new card number. The representative indicated that he would need proof that the original card had been cancelled. I attempted to forward him the notification from Chase with that information. The email was bounced back as undeliverable due to an issue with the receiving email address. We then tried this multiple times with either 3 or 4 different Expedia addresses. All were bounced back as undeliverable. So the representative essentially gave up and said that I should work with my credit card company to try and retrieve the funds from a closed account. So after 120 days of phone calls (many for over 2 hours) and dozens of emails, I still do not have my refund.
I have proof of the cancelled account and can provide the new card number, but know that I will once again spend hours on the phone attempting to bring the next agent up to speed on the issue. I just want my money back!
Thank you.
Sincerely
Expedia.com Response
• Jun 12, 2020
June 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We
regret to hear Mr. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns.The refund for $2611.36 has been batched out from Expedia and is now in bank processing. We contacted
Mr. to address the issue. He stated the account with the original financial
institution remains the same with the new credit card. We have advised no
further refunds may be processed at this time. The customer has been given the
transaction I.D for the refund via email that he may use to coordinate with his
credit card company. Mr. was advised to contact Expedia if he does not
receive the funds after 30 business days.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 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.
After talking with the credit card company, the refund has made its way to the new credit card account. After 119 days, my money has been returned to me.
Expedia has been taking advantage of vulnerable travelers. I booked a trip for this coming July which included round trip flight tickets, a hotel room, and their vacation protection plan. I received an email from them this week stating that my inbound flight route had been cancelled. I tried to confirm for a new flight route and they have not been contacting me back. Expedia has been impossible to reach; I have tried phone, email, and several of their social media platforms to get their attention. I looked at my booking again today and they have removed my trip protection from my booking. I feel very attacked and vulnerable. I am not the only customer being treated this way. Hundreds of others are in similar situations with trying to get customer service and their issues resolved. During these times companies should be working alongside their customers to resolve issues. But instead I’ve seen that Expedia is only acting to steal money from their customers with little remorse.
Expedia.com Response
• Jun 12, 2020
June 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
packaged reservation. Our records reflect a round-trip fare with ***
departing Newark, NJ to Barcelona, Spain on
July 13, 2020, and returning July 22, 2020 for two adults.
And a eight night stay at the *** Hotel
*** checking in on July 14, checking out July 22, 2020 for two adults in a
standard room. And an Expedia Vacation Waiver from July 13, 2020, to July 22,
2020 for two travelers. We
understand Ms. is requesting a refund for the package due to cancellation of the flights
by ***.On
June 9, Ms. or an authorized user of the Expedia account called in to
inquire on changing the trip dates to October 12 thru October 20. The
representative changed the dates of the flights using the flex policy in place from
*** for exchanges. The change fee was waived, while the fare difference
of $10.95 per passenger applied. The hotel reservation has been changed as well
directly with the hotel and confirmed new dates are for October 13 thru October
21.No
further action has been taken as Ms.s request to modify the reservation
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
On March 9th 2020, I ordered two - one way tickets from *** to *** Minnesota US through expidia.com. on April 17th 2020, I received an email from *** stating that our flight was canceled. Since I received the email from *** stating our flight was canceled, I have been trying to reach out to expidia and the airlines both by email and by phone to reschedule our trip. When I call expidia they tell me that I need to contact *** (for whatever reason, because *** is the airline that took the funds out of the bank). So we do as expidia says and call ***. *** is unable to find any information in regards to the flight or to the trip and asks us for our ticket number. We have not been issued any tickets for this trip. *** tells us that because we ordered our tickets through a travel agency, that we must speak with the travel agency in regards to our Trip. The same goes for no matter who I call. If I call an airline, they tell me to call expidia. When I call expidia, they tell me to call the airlines. All I do know at this point is I want the 1119 Euros for the trip refunded as the flights were cancelled. But I cant even cancel the flight or get a refund. I can give any information needed. Please help.
Expedia.com Response
• Jun 15, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ie
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Expedia.ie is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.Expedia.ie is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding the full refund of the flight
booking made for ***-*** and I regret to hear that his
experience was disappointing this time. We have investigated this case and
confirm Mr. *** booking is booked with an LCC airline (Low cost
carrier) which does not allow us to make changes or initiate refund on the
booking, since it’s the airline that charged the customer. Our support team
guided Mr. *** in the right direction but there might be some
confusion due to which airline routed the customer back to us.Furthermore, Mr. *** stated in the complaint that
since the airline was not able to locate his booking, they routed him back to Expedia.
Therefore, to avoid the confusion with the airline, I am sharing the airline confirmation
no i.e *** which customer can share with the ***-***
and request them for a refund or changes in the booking as required.We’ll stay firm with the decision that Mr. ***
needs to contact the airline (***-***) directly, since the
airline does not allow us to make changes to the booking or initiate refund. Please share our investigation with Mr. *** and
let us know in case of any concerns.Regards,Vipul ***Priority Customer Escalations AgentExpedia.ie
Customer Response
• Jun 15, 2020
Complaint: ***
I have attached a copy of the bank statement with this response. In it you will see that it was clearly not *** that charged my bank account as Expedia has claimed in their response. I have already sent an email with this information at Expedia's request in the past. But I see that it has fallen on deaf ears. Also, I have used the conformation number you provided. I have used it with every airline involved to no avail. And as your response to the statement that *** is a low cost carrier (not that it matters as they are not in fact the ones that charged us for our trip); they would disagree with your classification of that. I feel that Expedia should not have the right to classify airlines low cost or not based on their own assessment or as it suits them in cases such as this. It should also be known that I am persueing this matter involving Expedia with the department of transportation, the US embassy, Visa, our bank, and other aviation authorities. I will persist even after the resolution of this issue until an investigation is initiated into Expidia's business practices. Also, I hate taken screenshots and recorded every conversation in this manner regarding this matter. So if the Revdex.com would like any further information sent to them please respond in line. Thank you Revdex.com for your time.
Expedia.com Response
• Jul 03, 2020
Dear Revdex.com,Thank you for giving us time to reinvestigate the concern
raised by Mr. D ***. We contacted the airline on behalf of Mr. D
*** and shared the concern for full refund of the booking no ***. The
airline has confirmed that a full refund of EUR1119.98 has been initiated and
it will reflect to the original form of payment i.e. the customer card in next
2-12 weeks.We are glad that we were able to help the customer up to his
satisfaction and are appreciative of your help in mediating a resolution of
this issue and want to assure you that we believe the appropriate resolution
was reached. Please share our investigation with Mr. D *** and
let us know in case of any concerns.Regards,Vipul ***Priority Customer Escalations AgentExpedia.ie
Customer Response
• Jul 03, 2020
Complaint: ***
I am rejecting this response because:
The issue was not resolved by expidias claim that they contacted the airlines. Which airline does expedia claim to have contacted?
In December 2019 I booked a vacation package (flights, protection, resort and shuttle) through Expedia from Boston to Punta Cana May 4th 2020 to May 29th 2020. Unfortunately due to COVID the resort closed until June 1st 2020. The flights were also cancelled. The resort provided us a dull refund, the shuttle provided refund and Expedia only gave credits for the flights which was fine. There was also $400 we paid for package protection. Expedia refuses to refund the $400 even though this protection CANNOT be used. The trip was not cancelled by us it was cancelled by the businesses. Basically Expedia has stolen this $400 from us we cannot use. Please do the right thing and refund it? This is disgusting you would do this to a family.
Expedia.com Response
• Jun 11, 2020
June 11, 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 package protection
plan. Our
records reflect a Package Protection Plan with Travelguard for coverage
starting on May 24, 2020 to May 29, 2020 for five travelers. We understand Ms. is requesting a refund of $400 as the protection
plan was unused.Unfortunately we are unable to provide refunds for the protection
plan. The insurance the customer purchased was effective
from the date of purchase through the date the customer’s trip was cancelled. Insurance
was refundable within 15 days after purchase. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 12, 2020
Complaint: ***
I am rejecting this response because:
It’s not the right thing to do to a loyal customer who has spent thousands of dollars with you and even has an Expedia credit card. Our trip was cancelled beyond our will. ***, *** and the shuttle company all provided full refunds. The $400 protection couldn’t have been used even if I had or wanted to use it. This is a disgusting way to do business during these times. You just stole $400 from a family. Why should anyone ever use you again? I get your policy but a lot of companies know to do the right thing. If I thought my trip would have been canceled by the resort I NEVER would have bought the protection for you to rip me off.
1st Issue
1. On Feb 10th, 2020 I booked two airline tickets using Expedia.com. Itinerary # *** The amount was $3231.50 USD. 2. Our flight was cancelled by *** due to COVID19. I have reached out to customer for 4 weeks now and with no resolution.They are trying to issue us a credit instead of refund, but said it was escalated for refund -case # ***. We were told we would have an answer in 72 hours. That was 3 weeks ago. 3. We will not be able to rebook this trip for several years which means we will lose the flight credit and over $3000 USD. Our son was studying abroad in Australia and that was the reason for the trip. He is no longer there. 5. We kindly ask that the Revdex.com intervene and we ask for your assistance in this matter. 6. I have tried to reach Expedia by chat and many telephone attempts and it is not possible to reach anyone with resolution. All attempts by telephone, chat and email are on record.
2nd Issue
1. Our son, as mentioned before, was studying abroad at *** in Townsville, Australia. He was required by the state to come home due to COVID19. His original return flight was cancelled by the airlines (***). Itinerary #***. We had to repurchase another ticket to get him home. Expedia has said they will give us a refund for the original return flight (case # ***).
We haven't seen anything nor had any communication about the refund. Please help!
Customer Response
• May 19, 2020
This is was NOT resolved by Expedia, however, we were able to get resolution directly through ***. They assisted us even though our help was supposed to come from Expedia. *** had had many complaints regarding Expedia and apologized for the inconvenience. We have received Full refunds for both of our flights and the customer support from *** far exceeded that of Expedia.
We booked a trip through Expedia and the flights were cancelled due to Covid 19. We have spend countless hours on the phone on hold and with customer service reps overseas who have done absolutely nothing to refund our money. They are in the business of frustration and run-around, not travel or customer service. We do not want a travel credit, we demand a full refund.
Expedia.com Response
• Jun 12, 2020
June 12, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***) regarding multiple flight reservations. Our records reflect a round-trip fare
with *** Airlines departing Los Angeles, CA to Manila,
***s on May 6, 2020, and returning May 31, 2020 for one adult on
itinerary ***. And a round-trip fare with *** Airlines
departing Los Angeles, CA to Manila, ***s on May 6, 2020, and returning June
21, 2020 for one adult and one child on itinerary *** And a round-trip fare with ***
Airlines departing Manila, ***s to Phuket, Thailand on May 11, 2020, and
returning May 17, 2020 for two adults on itinerary *** We understand Mr. is requesting a refund.On May 1, Mr. or an authorized user of
the Expedia account called to inquire on a refund for itinerary ***. The representative advised the customer
a refund of $735.98 had been initiated by Expedia. The refund will be processed
by the airlines directly and may take up to eight weeks to appear to the
original form of payment used.Itinerary *** has been partially refunded.
The ticket for *** has been initiated by Expedia and will be
completed by the airlines. The ticket for *** has been
suspended by *** airlines. We have advocated the request to open the
tickets with the airlines, however we have not received a definite answer whether
they can open the ticket. We have contacted the customer directly and was
advised the ticket has been disputed with their credit card company and will
handle the case with *** airlines. Expedia has advocated a refund request with ***
airlines for itinerary ***, however we were advised a refund is not
possible. The airlines has extended future travel credit for the customer. One
option is to re-book with Expedia on or before December 31, 2020 and complete
new travel by June 30, 2021 without change fees, while fare difference may
apply. The customer must re-book with the original outbound and
destination as the original reservation. Option two is for a future travel voucher
issued by the airlines directly. The request must be made by Expedia through
*** airlines website. Once issued, the customer must re-book on or before
December 31, 2020 and complete new travel by June 30, 2021 without change fees,
while fare difference may apply. The customer will have the option to re-book
new flights anywhere *** airlines travels. We contacted the customer to ask
which option they would like to take. The customer has advised they will decide
at a later time. A case number was given to reference.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 12, 2020
Complaint: ***
I am rejecting this response because:
The airlines cancelled the trips and I should be given a refund. I will not accept travel vouchers with restrictions and different pricing structure and availability.
Sincerely
I have been trying to get a refund for a flight. Expedia said the airline refunded me but the airline said Expedia has to issue the refund.
I booked a flight to from Toronto to Italy in August of 2019 for May 4-15, 2020. I tried to call Expedia several times to cancel it due to Covid. After 4 or 5 attempts I called *** because the flight used that airline in the middle of March. I was able to get through and the agent said that I would need to contact Expedia for a refund because the flights were cancelled. Expedia would disconnect me from the phone because my travel was not within the next 5 days. I finally got through to Expedia today after checking their website that said that my trip was cancelled. I never got an email about my flights being cancelled from *** or Expedia. Expedia said that *** had issued a refund back to the original credit card, but they did not. The only thing that I received was a voucher valid for 1 year. My flights were cancelled by the airline and I was never provided with a service that I paid for. I have been given the run around by both companies.
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 combined one-way fare with TAP
*** departing Toronto, ON,
Canada to Rome, Italy on May 4, 2020, and returning May 15, 2020 for two adults. We understand Ms.
*** is requesting a refund.The
status of each ticket record is refunded per records. We contacted *** Portugal
to inquire on the status. We were advised on April 3, the customer requested
for a refund online through ***s website, and on April 13, the refund
had been processed to a voucher for future use. The *** representative
mentioned the policy for U.S. records have been recently changed to allow vouchers
refunded to cash. Ms.
*** must contact the airlines to request the refund as the airline now has
complete control of each ticket. 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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Airline tickets purchased on Expedia 1/8/20 and paid in full. Flights were canceled by airline (Air ***) on 4/29/20. Contacted Expedia 5/1/20 for a refund in accordance with US Department of Transportation aviation consumer protections. Was told by Expedia customer representative that although Expedia accepted payment and that the airlines canceled the flights, I would not be able to receive a refund, only a travel voucher. The Air *** website says "If you booked with a travel agent or any other online travel agency (for example, Expedia or Priceline), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking."
Expedia.com Response
• May 31, 2020
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: 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 *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with Air *** departing Denver, CO
to Munich, Germany on May 22, 2020, and returning June 6, 2020 for two adults. We understand Ms. is requesting a refund for the flights cancelled
by the airline.On April 16, Air *** cancelled flight operations from Prague,
Czech Republic to Denver, CO on June6, 2020. Unfortunately Air *** does not
allow for refund, however they have extended future travel credit to Ms.
***. The customer may re-book new travel by April 16, 2022. Change fees will
be waived by Air ***, while fare difference may apply. The U.S.
Department of Transportation restated its policy requiring airlines to provide
travelers with a cash refund if their flight has been canceled or significantly
delayed by the airline and the airline hasn’t covered them with an alternate
flight. At Expedia Group, we follow the policies of our partners, so any
credit, refund or change is determined by the travel provider. We understand
that the customer is dissatisfied with receiving credit with an airline vs a
full refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible during COVID-19. We recognize
that airline credit may not be what Ms. was looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through and Expedia Group must follow the airline policies.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
On March 9th, 2019 I booked two airline tickets using Expedia.com. Itinerary #***. The amount was $1,022.00 USD. These two tickets were. round trips for my parents traveling from Belgrade, Serbia on March 11th to Chicago,USA and back for Chicago on May 8th . As soon as they arrived I reached out Expedia and *** to try to change returning flight because the situation with COVID 19 was getting more serious every day. They both suggested me to wait to cancel and the airline might waive these fees as it gets closer to the date of travel. A copy of this conversation is on record.
I have been trying to reach customer service for 2 weeks now and cannot reach anyone or I do and they simply hang up on me. On April 17th Expedia just emailed me that my flight is canceled and I will receive a Arline credit.
So after million calls I finally was able to reach them out and they offered nothing!!!!
No refund, just credit for the Expedia BUT I can only use that credit for flight from CHICAGO to BELGRADE , only for same passengers and ONLY with ***. And ONLY when I call them I can't do it by myself or see the credit on my account.
That really threw me off, one way ticket is 2500 $ (CHEAPEST) per one person. I tried everything asked everything but no help , no any other solution . I even found cheaper ticket with the dates that work for me but no " its not up to them "
Im really desperate here and don't know who to reach . My older son is in hospital , I have a 4 week old newborn and my parents need to go back to their country. And of course I do not have a job at this time for 2 months already.
Is this really how anyone should treat their costumers and take advantage ever, especially in this terrible times that the whole world is dealing with. I know airlines are struggling but so are we . After all we are all humans.
Customer Response
• May 11, 2020
I just want to thank you for you're time. I've reached out Expedia again and they discussed with *** and were able to change my flight , free of charge!!
Thank you so much for you're time ,again.
Reservation number ***. I had a reservation through *** for the *** for March 18-20, 2020. The Governor shut down all ski ***s, and the hotel closed, and as a result, the hotel contacted us to let us know that the reservation was cancelled and would be refunded in full. We contacted ***, who said they just needed to confirm with the hotel that they approved the full refund, and then would issue it. This occurred in mid-March, 2020. They failed to process the refund, so I disputed the charge with the credit card company. Expedia said that the charge is legitimate, even though the hotel offered guests full refunds for the stay. Expedia refused to issue the refund even though the hotel was inoperable and even though the hotel issued full refunds to all guests during these dates. Expedia is fraudulently keeping the money for the stay, and this requires assistance from the Revdex.com to resolve.
Expedia.com Response
• Jun 09, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:The customer is stating that they never received a refund for itinerary *** due to a refund error. The customer is requesting a refund in the amount of 1315.41 USD.We have confirmed the customer will be receiving a refund in the amount of $1315.41 USD. As this refund is being issued by the customer's bank and not Expedia, we are unsure of when the bank will release these funds. For any further questions or concerns regarding this matter, the customer will need to reach out to their financial institution. We apologize for any inconvenience this may have caused.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B. Customer Relations Specialist
Customer Response
• Jun 10, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have been issued the credit due.
Ww had booked a room at a hotel in Connecticut at *** Hotel and cancelled it when the Covid-19 started hitting states. We had purchased the travel insurance in case we needed to change our travel plans. Now they*** Insurance and Expedia, are refusing to honor the refund for our
cancellation.
Expedia.com Response
• Jun 10, 2020
June 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a hotel reservation. Our records reflect a one night stay at the *** Hotel
*** checking in on March 26, 2020 for two adults. We understand Ms. is requesting a refund.The room
type booked is non-refundable and cannot be cancelled or changed without a
penalty equal to the full amount paid imposed. Expedia has advocated a refund
request with the *** who approved the waiver without penalty. Expedia
processed a refund in the amount of $123.45 to the original form of payment. Refunds
may take up to 30 business days to reflect due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I've cancelled my flight on March 8th due to the corona virus outbreak. I agreed to a refund with a $300 fee per ticket. They said it will take about 30 days. After 30 days I called back and they said they didn't file the refund correctly, so they initiated a refund again, and said to wait 30 days again. I called back after a few weeks to see the status, and an agent said it should come by the end of April. I called today to see the status again as it is the end of April, and now an agent tells me they haven't submitted a refund, and now that they will submit the refund. Again telling me to wait another 30 days, it's already about to be 2 months and they have failed to even submit a refund, telling me they have and then saying they haven't. I asked for a confirmation as well, but they said they won't give one.
Expedia.com Response
• Jun 10, 2020
June 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Departing New York, NY
to Cochin, India on March 27, and returning April 17, 2020 for three adults. We understand Mr. is requesting a refund less $300.00 a
ticket.The policy
of the tickets with *** allows for refunds less $300.00 per passenger. Expedia
has initiated a refund on April 10, however the refund failed due to an error
our ticketing office encountered. The error was due to the airlines restricting
access to initiate any refunds via travel agencies like Expedia. We have
submitted another request to our ticketing office to follow the instructions
*** supplied to us. The
process may take up to 10 weeks due to the unprecedented amount of requests Emirates
is receiving due to the Covid-19 pandemic. We do apologize for the delay.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
Booked rooms at the *** by ***. *** on dates 3/21-3/29 for a funeral
Unable to attend due to the Covid 19 crisis. Expedia failed to answer calls when an attempt was made to cancel the reservations. They did send an email later promising to honor the cancellations that where made online. I have yet to receive the refund. Itinerary #***, Itinerary #***, Itinerary#*** and Itinerary#***.
.
Expedia.com Response
• Jun 13, 2020
June 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’S ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number *** regarding multiple hotel reservations. Our records reflect three hotel reservations at the *** by *** checking in March 27, 2020, and checking
out March 29, 2020 for ***, *** and ***. We
understand Ms. is requesting a refund for each reservation.On March 21, Itinerary *** had been refunded in full in the
amount of $206.36 to the original form of payment. The
room types reserved are non-refundable and cannot be cancelled or changed
without a penalty equal to the full amount paid imposed. Expedia has advocated
a refund request for itineraries *** and *** with the
*** Inn. The hotel has agreed to allow a refund without penalties.
Expedia processed a refund of $206.36 per reservation for a total of $412.72.
Refunds may take up to 30 business days to reflect due to the unprecedented volume
of travel disruptions following the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
First, regarding itinerary # *** for flights booked and travel insurance purchased for $70 extra all through Expedia. When the President released a travel n on 3/11/2020 (effective midnight 3/13/2020) for anyone returning to the US, I cancelled our flights to Valencia, Spain online that were scheduled to depart on 3/15/2020, as we would likely not be able to return easily to the US due to the orders. I also sent an email on 3/15/2020, as I was not able to get in touch with anyone concerning the status of my flight, cancellation, or confirmation of receipt of anything. Case ID : [REQ:***] for the email. I received an automated response then never received any response/resolution related to my case. I finally was able to get in touch with Expedia in April, where they informed me they follow *** Airways policy on whether to refund or not. They advised I would receive an airline credit. I called *** Airways directly to attempt to resolve with them, where they informed me that they would offer refunds for a case such as mine, but had no received payment from neither I nor Expedia, therefore there was no money to be refunded nor a credit to be given, and I would have to resolve it with Expedia directly. Upon re-contacting Expedia on 4/30/20, they again said they were unable to issue me a refund because they were following *** Airways () policy, despite that *** said I was eligible for a refund. The travel insurance company will not issue me a refund because there is an alleged *** credit issued, however *** has informed me there is no such existing credit.
The same circumstances apply to my hotel booked in London itinerary # ***. It took 6 weeks to speak to someone, and am now being told it will take 4 weeks to receive an email that will inform me the resolution of my case for the hotel. I am a firefighter an purchased insurance on both flight/hotel specifically because I do not have the means to reschedule a trip or use a credit
Expedia.com Response
• Jun 12, 2020
June 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight and hotel reservation. Our records reflect a round-trip fare with *** Airways
departing Baltimore,
MD to Valencia, Spain on March 15, 2020, and returning March 23, 2020 for two
adults on itinerary ***. And a one night stay at the ***, checking in March 23, 2020 for two adults in a
standard double room on itinerary ***. Both itineraries were booked
with travel insurance covered by ***. We
understand Ms. is requesting a refund for both itineraries in full.The hotel
reservation booked is non-refundable and cannot be changed or cancelled without
a penalty equal to the full amount paid imposed. We advocated with the ***
*** hotel for a refund, and was advised due to the Covid-19 pandemic,
they have allowed a refund without penalty. Expedia has processed a refund in
the amount of $204.27. Refunds may take up to 30 business days to reflect due
to the unprecedented volume of travel disruptions following the Covid-19
pandemic.Expedia
has advocated a refund request with *** Airways, however we have been
advised a refund will not be possible. The airlines has extended future travel
credit to their passengers to complete new travel by April 30, 2022. Any applicable
change fees will be waived by *** Airways, while fare and tax difference may
apply. When Ms. is ready to re-book new travel, she must call Expedia
to re-issue new tickets and mention the itinerary number ***.
There is no need for a voucher number, as the credit is held with the itinerary
and original flight record.The
insurance premiums on both itineraries do not qualify for a refund as The insurance the customer purchased was
effective from the date of purchase through the date the customer’s trip was
cancelled. Insurance was refundable within 15 days after purchase.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia Itinerary # *** - Travel Package purchased with Travel Protection - Vacation Waiver
Travel package cancelled 4/26 online & via text following Expedia process instructions. Expedia currently does not have enough employees available to handle direct customer contact. Customers advised to initiate cancellations following self service). Following self service instructions canceled out itinerary however system DID NOT pick up that Travel Protection/Vacation Waiver was included with this booking and hotel. Received cancellation confirmation without hotel refund. Travel Protection includes 1 time change or cancellation for hotel with full refund. No matter what I try there is no where I can go, no person to contact, no email or text to send to resolve this situation and correct this error. I purchased the protection plan and should be provided a refund per the plan for the Hotel and activities ie car service.
Expedia.com Response
• May 31, 2020
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservations. Our records reflect a round-trip fare with *** Airlines
departing Newark,
NJ to Honolulu, HI on August 7, 2020, and returning August 14, 2020 for two
adults and one child. And a seven night stay at the ***
*** Beach Resort in a one King Bed, Partial Ocean View room. And
a Expedia Travel Protection Vacation Waiver. We
understand Ms. is requesting a refund.*** Airlines
does allow refunds with a $200.00 penalty per passenger according to the policy
of the tickets. The Vacation Waiver has
been used to process a full refund of the flights in the amount of $2755.17. The room selected at the *** is non-refundable. The
Vacation Waiver has been used to process a full refund of the hotel room for
$1879.15Expedia has processed a complete refund for $4634.32. Due to the
unprecedented volume of travel disruptions, refunds may take up to 30 business
days to reflect to the original form of payment. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Prior to the Covid-19 breakout, I ordered tickets for my fiancé and I for our honeymoon. I also purchased the insurance on these tickets. After the country basically shut down for Covid, our wedding plans have had to be altered and we are unsure that we will be able to get married this year. I cancelled the tickets, needing the money back (I am currently only working limited hours, working as a Nurse doing emergent surgeries only) and not know what my future plans will be with regards to our wedding. After trying to contact Expedia, I was not allowed to talk with anyone and had to put in a cancelation request via email only. After weeks of waiting, I finally received an email that stated that they cancelled my flights and I would be given a credit. My insurance policy state 100% refund.
I've tried several times to contact Expedia and ***. They have automated messages blocking every attempt to get through to a representative.
I just wanted the money refunded, so I could pay bills while I wasn't working and possibly think about planning my wedding when all this craziness is over.
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 23, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Grand Rapids, MI USA to Vieux Fort, St. Lucia departing on September 7, 2020 and returning on September 14, 2020. The flight reservation includes a Travel Protection Plan for, $120. We understand that due to the Coronavirus pandemic, Ms. is seeking a refund from Expedia under the Travel Protection Plan.On April 28, 2020, we received/processed the cancel application under Ms.’s flight reservation, departing on September 7, 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. Travel must be booked and completed prior to that date. This policy is based upon *** Airlines terms and conditions. In addition, changes to Origin/Destination are permitted and subject to extra fees. To use the *** Airlines Future Travel Credit of, $923.55 per passenger. The customer may use the email containing the credit link or she may contact the following number, (877) 227-7481 for assistance.The Travel Protection Plan requires that consumers file a claim to determine their coverage, we cannot submit a claim on a customer’s behalf. In reference to the (automatic refund qualified) statement, Ms. may select the following hyperlink and record the contact details under the Travel Protection Plan to see the qualifications, listed below:
https://buy.travelguard.com/***USA 1-855-400-2624 International: 1.*** Email Address [email protected] number***The Travel Guard hyperlink is available within the customer’s booking path and it can be elevated prior 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 the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy. Furthermore, that same hyperlink is located within the customer’s confirmation which was viewed by the account holder, on January 23, 2020.
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.United Airlines cancellation policy: Tickets are non-refundable and changes are not permitted.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
I purchased a package thru Expedia traveling April 27th thru May 2nd. All our trip was canceled due to COVID-19. We were able to get a refund for our hotel and *** Airlines rebooted our flights, however we purchased $300 in travel insurance from Expedias site and the refuse to refund our money. When I tried to renook flights through them they wanted to charge me $700 per ticket, when I went to the airlines and got flights cheaper plus a credit. However they took my insurance money and will not refund it. I did not cause a pandemic and all travel was canceled and should receive my money back.
June 1, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her package
reservation. We understand the customer is requesting a full refund of her Travel
Protection Package Protection Plan with Travelguard. All Travelguard Protections plans are
refundable within 15 days from purchase. However, due to COVID-19, as a courtesy,
on June 1, 2020, Expedia issued a full refund of the Travel Protection Package
Protection Plan in the amount of $216.00 back to the customer’s original form of
payment. It may take up to 14 business days for the refund to process,
depending on Ms.’s financial institution.Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I had to cancel a reservation with over 30 days notice and they will not refund the money paid. There are stay at home orders in my state and the state we were traveling to. It was sad enough to not be able to see my son graduate- the behavior of this company is deplorable.
June 1, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms. ***
(Revdex.com case number ***) regarding her hotel reservation. We understand the
customer is requesting a refund of the booking.Upon research, we are unable to locate an itinerary associated with Ms.’s
complaint. We respectfully request that Ms. provides us with the
itinerary number she is referring to. The requested information will enable us
to appropriately address the customer’s concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: it is not resolved. The number requested is ***
Sincerely
June 5,
2020Revdex.comAlaska,
Oregon & Western WashingtonComplaint
DepartmentRe:
Expedia Case #: ***Dear
Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her hotel
reservation. Our records indicate that on February
17, 2020, the customer, or an authorized user of the Expedia, self-booked a Pay
Now hotel reservation using Expedia's Mobile site, under itinerary
***: two Double Rooms, 2
Double Beds, at *** by ***, Bangor, ME, for May 8-11, 2020. We
understand the customer is requesting a full refund of the hotel.Due to the nonrefundable policy of the booking,
Expedia required authorization of a refund from the hotel. On June 5, 2020, we contacted
the property and spoke with the Front Desk, who approved a full refund of the reservation
due to COVID-19. On June 5, 2020, we issued a full refund of both rooms back to
the customer’s original form of payment. It may take up to 15 business days for
the refund to process, depending on Ms.’s financial institution. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. We hope you understand we must follow the terms and conditions as
dictated by the vendors. Additionally, at the time of booking Ms. accepted
Expedia’s Terms of Use, which expressly state:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for
the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Affiliates have no liability and will make no refund
in the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana
W*** Corporate
Correspondence Team
WOW that's really all I can say....
1. Booked my trip package (flight& all inclusive resort) to Jamaica on Feb 26th for May 12th-18th.
2. 1 week later I realized the flights that they gave me an option to choose from were three hours away from my resort when there is an airport 10 minutes away from my resort in montego bay. I was forced to change my flights through spirit with no compensation from expedia.
3. Covid-19.....when jamaica closed their borders the resorts closed as well until June 1st. My resort offered a promotion of "Move the date Keep the rate plus 1 free night" this was PERFECT because I scored an AMAZING deal on this package....BUT expedia would not help if I wasnt traveling within 72 hrs so I waited and waited because I planned on changing my dates....on April 29th I received an email from expedia that they cancelled my package and a refund would be issued. I never even had the option to change my dates.
4. Today I spoke to an agent via online chat and after he "did his research" as he called it he informed me "your trip is cancelled you can expect your refund within 30 days"
I do not think that this is fair at all that they cancelled my trip without consent when I had other options I WILL NEVER BOOK THROUGH EXPEDIA AGAIN
This company is a complete scam. Booked a condo in Myrtle Beach which got closed through them. Now several weeks later I’m still trying to get my refund. They have terrible customer service and should be put out of business.
I purchased airline tickets through Expedia back on February 7th. Less than a week later, Air *** declared bankruptcy. I contacted Expedia on 2/13 to request a refund, as instructed by the Air *** website. I talked to an agent named “Hailey” who said she would take care of it. I did receive a refund for the travel insurance I purchased but did not receive the refund of ~$2,600 for the airline tickets themselves. I contacted Expedia again the following week and was told that I would see the ticket refund within 7 days of my first call. I still have not seen the refund and am now effectively locked out of the phone system by the Corona virus deluge. I need my money back.
June 11, 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 ***e 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 Air ***
departing Toronto, ON, Canada to Rome, *** on
May 7, 2020, and returning May 17, 2020 for four adults. We understand Mr. is requesting a refund.Air
*** has filed for bankruptcy and will soon become insolvent. Expedia has made
multiple attempts to reach the airline to process a refund for Mr.,
however we have received no answer nor did they provide a refund. On June 10,
Mr. or an authorized user of the Expedia account called to inquire on
the refund ***e-frame. A corporate representative was able to approve a refund
for the full refund of the flights. The amount of $2611.36 has been processed
by Expedia to the original form of payment. Refunds
may take up to 30 business days to reflect due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
After spending 5 hours and 24 minutes on the phone with three different representatives from Expedia on June 10th, they did finally agree to process a refund. As indicated in the response received here, the refund was to be processed to the original credit card. I informed the representative that the original card had been closed due to attempted fraud and was willing to provide the new card number. The representative indicated that he would need proof that the original card had been cancelled. I attempted to forward him the notification from Chase with that information. The email was bounced back as undeliverable due to an issue with the receiving email address. We then tried this multiple times with either 3 or 4 different Expedia addresses. All were bounced back as undeliverable. So the representative essentially gave up and said that I should work with my credit card company to try and retrieve the funds from a closed account. So after 120 days of phone calls (many for over 2 hours) and dozens of emails, I still do not have my refund.
I have proof of the cancelled account and can provide the new card number, but know that I will once again spend hours on the phone attempting to bring the next agent up to speed on the issue. I just want my money back!
Thank you.
Sincerely
June 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We
regret to hear Mr. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns.The refund for $2611.36 has been batched out from Expedia and is now in bank processing. We contacted
Mr. to address the issue. He stated the account with the original financial
institution remains the same with the new credit card. We have advised no
further refunds may be processed at this time. The customer has been given the
transaction I.D for the refund via email that he may use to coordinate with his
credit card company. Mr. was advised to contact Expedia if he does not
receive the funds after 30 business days.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.
After talking with the credit card company, the refund has made its way to the new credit card account. After 119 days, my money has been returned to me.
Sincerely
Expedia has been taking advantage of vulnerable travelers. I booked a trip for this coming July which included round trip flight tickets, a hotel room, and their vacation protection plan. I received an email from them this week stating that my inbound flight route had been cancelled. I tried to confirm for a new flight route and they have not been contacting me back. Expedia has been impossible to reach; I have tried phone, email, and several of their social media platforms to get their attention. I looked at my booking again today and they have removed my trip protection from my booking. I feel very attacked and vulnerable. I am not the only customer being treated this way. Hundreds of others are in similar situations with trying to get customer service and their issues resolved. During these times companies should be working alongside their customers to resolve issues. But instead I’ve seen that Expedia is only acting to steal money from their customers with little remorse.
June 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***) regarding a
packaged reservation. Our records reflect a round-trip fare with ***
departing Newark, NJ to Barcelona, Spain on
July 13, 2020, and returning July 22, 2020 for two adults.
And a eight night stay at the *** Hotel
*** checking in on July 14, checking out July 22, 2020 for two adults in a
standard room. And an Expedia Vacation Waiver from July 13, 2020, to July 22,
2020 for two travelers. We
understand Ms. is requesting a refund for the package due to cancellation of the flights
by ***.On
June 9, Ms. or an authorized user of the Expedia account called in to
inquire on changing the trip dates to October 12 thru October 20. The
representative changed the dates of the flights using the flex policy in place from
*** for exchanges. The change fee was waived, while the fare difference
of $10.95 per passenger applied. The hotel reservation has been changed as well
directly with the hotel and confirmed new dates are for October 13 thru October
21.No
further action has been taken as Ms.s request to modify the reservation
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
On March 9th 2020, I ordered two - one way tickets from *** to *** Minnesota US through expidia.com. on April 17th 2020, I received an email from *** stating that our flight was canceled. Since I received the email from *** stating our flight was canceled, I have been trying to reach out to expidia and the airlines both by email and by phone to reschedule our trip. When I call expidia they tell me that I need to contact *** (for whatever reason, because *** is the airline that took the funds out of the bank). So we do as expidia says and call ***. *** is unable to find any information in regards to the flight or to the trip and asks us for our ticket number. We have not been issued any tickets for this trip. *** tells us that because we ordered our tickets through a travel agency, that we must speak with the travel agency in regards to our Trip. The same goes for no matter who I call. If I call an airline, they tell me to call expidia. When I call expidia, they tell me to call the airlines. All I do know at this point is I want the 1119 Euros for the trip refunded as the flights were cancelled. But I cant even cancel the flight or get a refund. I can give any information needed. Please help.
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ie
regarding an issue from our customer. We appreciate the Revdex.com
allowing us to address the comments and concerns that have been brought to our
attention. Expedia.ie is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.Expedia.ie is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding the full refund of the flight
booking made for ***-*** and I regret to hear that his
experience was disappointing this time. We have investigated this case and
confirm Mr. *** booking is booked with an LCC airline (Low cost
carrier) which does not allow us to make changes or initiate refund on the
booking, since it’s the airline that charged the customer. Our support team
guided Mr. *** in the right direction but there might be some
confusion due to which airline routed the customer back to us.Furthermore, Mr. *** stated in the complaint that
since the airline was not able to locate his booking, they routed him back to Expedia.
Therefore, to avoid the confusion with the airline, I am sharing the airline confirmation
no i.e *** which customer can share with the ***-***
and request them for a refund or changes in the booking as required.We’ll stay firm with the decision that Mr. ***
needs to contact the airline (***-***) directly, since the
airline does not allow us to make changes to the booking or initiate refund. Please share our investigation with Mr. *** and
let us know in case of any concerns.Regards,Vipul ***Priority Customer Escalations AgentExpedia.ie
Complaint: ***
I have attached a copy of the bank statement with this response. In it you will see that it was clearly not *** that charged my bank account as Expedia has claimed in their response. I have already sent an email with this information at Expedia's request in the past. But I see that it has fallen on deaf ears. Also, I have used the conformation number you provided. I have used it with every airline involved to no avail. And as your response to the statement that *** is a low cost carrier (not that it matters as they are not in fact the ones that charged us for our trip); they would disagree with your classification of that. I feel that Expedia should not have the right to classify airlines low cost or not based on their own assessment or as it suits them in cases such as this. It should also be known that I am persueing this matter involving Expedia with the department of transportation, the US embassy, Visa, our bank, and other aviation authorities. I will persist even after the resolution of this issue until an investigation is initiated into Expidia's business practices. Also, I hate taken screenshots and recorded every conversation in this manner regarding this matter. So if the Revdex.com would like any further information sent to them please respond in line. Thank you Revdex.com for your time.
Dear Revdex.com,Thank you for giving us time to reinvestigate the concern
raised by Mr. D ***. We contacted the airline on behalf of Mr. D
*** and shared the concern for full refund of the booking no ***. The
airline has confirmed that a full refund of EUR1119.98 has been initiated and
it will reflect to the original form of payment i.e. the customer card in next
2-12 weeks.We are glad that we were able to help the customer up to his
satisfaction and are appreciative of your help in mediating a resolution of
this issue and want to assure you that we believe the appropriate resolution
was reached. Please share our investigation with Mr. D *** and
let us know in case of any concerns.Regards,Vipul ***Priority Customer Escalations AgentExpedia.ie
Complaint: ***
I am rejecting this response because:
The issue was not resolved by expidias claim that they contacted the airlines. Which airline does expedia claim to have contacted?
***
***ALL ATTACHMENTS REDACTED BY Revdex.com
In December 2019 I booked a vacation package (flights, protection, resort and shuttle) through Expedia from Boston to Punta Cana May 4th 2020 to May 29th 2020. Unfortunately due to COVID the resort closed until June 1st 2020. The flights were also cancelled. The resort provided us a dull refund, the shuttle provided refund and Expedia only gave credits for the flights which was fine. There was also $400 we paid for package protection. Expedia refuses to refund the $400 even though this protection CANNOT be used. The trip was not cancelled by us it was cancelled by the businesses. Basically Expedia has stolen this $400 from us we cannot use. Please do the right thing and refund it? This is disgusting you would do this to a family.
June 11, 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 package protection
plan. Our
records reflect a Package Protection Plan with Travelguard for coverage
starting on May 24, 2020 to May 29, 2020 for five travelers. We understand Ms. is requesting a refund of $400 as the protection
plan was unused.Unfortunately we are unable to provide refunds for the protection
plan. The insurance the customer purchased was effective
from the date of purchase through the date the customer’s trip was cancelled. Insurance
was refundable within 15 days after purchase. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
It’s not the right thing to do to a loyal customer who has spent thousands of dollars with you and even has an Expedia credit card. Our trip was cancelled beyond our will. ***, *** and the shuttle company all provided full refunds. The $400 protection couldn’t have been used even if I had or wanted to use it. This is a disgusting way to do business during these times. You just stole $400 from a family. Why should anyone ever use you again? I get your policy but a lot of companies know to do the right thing. If I thought my trip would have been canceled by the resort I NEVER would have bought the protection for you to rip me off.
Sincerely
1st Issue
1. On Feb 10th, 2020 I booked two airline tickets using Expedia.com. Itinerary # *** The amount was $3231.50 USD. 2. Our flight was cancelled by *** due to COVID19. I have reached out to customer for 4 weeks now and with no resolution.They are trying to issue us a credit instead of refund, but said it was escalated for refund -case # ***. We were told we would have an answer in 72 hours. That was 3 weeks ago. 3. We will not be able to rebook this trip for several years which means we will lose the flight credit and over $3000 USD. Our son was studying abroad in Australia and that was the reason for the trip. He is no longer there. 5. We kindly ask that the Revdex.com intervene and we ask for your assistance in this matter. 6. I have tried to reach Expedia by chat and many telephone attempts and it is not possible to reach anyone with resolution. All attempts by telephone, chat and email are on record.
2nd Issue
1. Our son, as mentioned before, was studying abroad at *** in Townsville, Australia. He was required by the state to come home due to COVID19. His original return flight was cancelled by the airlines (***). Itinerary #***. We had to repurchase another ticket to get him home. Expedia has said they will give us a refund for the original return flight (case # ***).
We haven't seen anything nor had any communication about the refund. Please help!
This is was NOT resolved by Expedia, however, we were able to get resolution directly through ***. They assisted us even though our help was supposed to come from Expedia. *** had had many complaints regarding Expedia and apologized for the inconvenience. We have received Full refunds for both of our flights and the customer support from *** far exceeded that of Expedia.
I am writing to let you know we have resolution.
Thank you
We booked a trip through Expedia and the flights were cancelled due to Covid 19. We have spend countless hours on the phone on hold and with customer service reps overseas who have done absolutely nothing to refund our money. They are in the business of frustration and run-around, not travel or customer service. We do not want a travel credit, we demand a full refund.
June 12, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***) regarding multiple flight reservations. Our records reflect a round-trip fare
with *** Airlines departing Los Angeles, CA to Manila,
***s on May 6, 2020, and returning May 31, 2020 for one adult on
itinerary ***. And a round-trip fare with *** Airlines
departing Los Angeles, CA to Manila, ***s on May 6, 2020, and returning June
21, 2020 for one adult and one child on itinerary *** And a round-trip fare with ***
Airlines departing Manila, ***s to Phuket, Thailand on May 11, 2020, and
returning May 17, 2020 for two adults on itinerary *** We understand Mr. is requesting a refund.On May 1, Mr. or an authorized user of
the Expedia account called to inquire on a refund for itinerary ***. The representative advised the customer
a refund of $735.98 had been initiated by Expedia. The refund will be processed
by the airlines directly and may take up to eight weeks to appear to the
original form of payment used.Itinerary *** has been partially refunded.
The ticket for *** has been initiated by Expedia and will be
completed by the airlines. The ticket for *** has been
suspended by *** airlines. We have advocated the request to open the
tickets with the airlines, however we have not received a definite answer whether
they can open the ticket. We have contacted the customer directly and was
advised the ticket has been disputed with their credit card company and will
handle the case with *** airlines. Expedia has advocated a refund request with ***
airlines for itinerary ***, however we were advised a refund is not
possible. The airlines has extended future travel credit for the customer. One
option is to re-book with Expedia on or before December 31, 2020 and complete
new travel by June 30, 2021 without change fees, while fare difference may
apply. The customer must re-book with the original outbound and
destination as the original reservation. Option two is for a future travel voucher
issued by the airlines directly. The request must be made by Expedia through
*** airlines website. Once issued, the customer must re-book on or before
December 31, 2020 and complete new travel by June 30, 2021 without change fees,
while fare difference may apply. The customer will have the option to re-book
new flights anywhere *** airlines travels. We contacted the customer to ask
which option they would like to take. The customer has advised they will decide
at a later time. A case number was given to reference.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:
The airlines cancelled the trips and I should be given a refund. I will not accept travel vouchers with restrictions and different pricing structure and availability.
Sincerely
I have been trying to get a refund for a flight. Expedia said the airline refunded me but the airline said Expedia has to issue the refund.
I booked a flight to from Toronto to Italy in August of 2019 for May 4-15, 2020. I tried to call Expedia several times to cancel it due to Covid. After 4 or 5 attempts I called *** because the flight used that airline in the middle of March. I was able to get through and the agent said that I would need to contact Expedia for a refund because the flights were cancelled. Expedia would disconnect me from the phone because my travel was not within the next 5 days. I finally got through to Expedia today after checking their website that said that my trip was cancelled. I never got an email about my flights being cancelled from *** or Expedia. Expedia said that *** had issued a refund back to the original credit card, but they did not. The only thing that I received was a voucher valid for 1 year. My flights were cancelled by the airline and I was never provided with a service that I paid for. I have been given the run around by both companies.
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 combined one-way fare with TAP
*** departing Toronto, ON,
Canada to Rome, Italy on May 4, 2020, and returning May 15, 2020 for two adults. We understand Ms.
*** is requesting a refund.The
status of each ticket record is refunded per records. We contacted *** Portugal
to inquire on the status. We were advised on April 3, the customer requested
for a refund online through ***s website, and on April 13, the refund
had been processed to a voucher for future use. The *** representative
mentioned the policy for U.S. records have been recently changed to allow vouchers
refunded to cash. Ms.
*** must contact the airlines to request the refund as the airline now has
complete control of each ticket. 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
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Airline tickets purchased on Expedia 1/8/20 and paid in full. Flights were canceled by airline (Air ***) on 4/29/20. Contacted Expedia 5/1/20 for a refund in accordance with US Department of Transportation aviation consumer protections. Was told by Expedia customer representative that although Expedia accepted payment and that the airlines canceled the flights, I would not be able to receive a refund, only a travel voucher. The Air *** website says "If you booked with a travel agent or any other online travel agency (for example, Expedia or Priceline), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking."
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: 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 *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with Air *** departing Denver, CO
to Munich, Germany on May 22, 2020, and returning June 6, 2020 for two adults. We understand Ms. is requesting a refund for the flights cancelled
by the airline.On April 16, Air *** cancelled flight operations from Prague,
Czech Republic to Denver, CO on June6, 2020. Unfortunately Air *** does not
allow for refund, however they have extended future travel credit to Ms.
***. The customer may re-book new travel by April 16, 2022. Change fees will
be waived by Air ***, while fare difference may apply. The U.S.
Department of Transportation restated its policy requiring airlines to provide
travelers with a cash refund if their flight has been canceled or significantly
delayed by the airline and the airline hasn’t covered them with an alternate
flight. At Expedia Group, we follow the policies of our partners, so any
credit, refund or change is determined by the travel provider. We understand
that the customer is dissatisfied with receiving credit with an airline vs a
full refund. We’ve worked incredibly hard to work with our partners to provide
travelers with as much flexibility as possible during COVID-19. We recognize
that airline credit may not be what Ms. was looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through and Expedia Group must follow the airline policies.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
On March 9th, 2019 I booked two airline tickets using Expedia.com. Itinerary #***. The amount was $1,022.00 USD. These two tickets were. round trips for my parents traveling from Belgrade, Serbia on March 11th to Chicago,USA and back for Chicago on May 8th . As soon as they arrived I reached out Expedia and *** to try to change returning flight because the situation with COVID 19 was getting more serious every day. They both suggested me to wait to cancel and the airline might waive these fees as it gets closer to the date of travel. A copy of this conversation is on record.
I have been trying to reach customer service for 2 weeks now and cannot reach anyone or I do and they simply hang up on me. On April 17th Expedia just emailed me that my flight is canceled and I will receive a Arline credit.
So after million calls I finally was able to reach them out and they offered nothing!!!!
No refund, just credit for the Expedia BUT I can only use that credit for flight from CHICAGO to BELGRADE , only for same passengers and ONLY with ***. And ONLY when I call them I can't do it by myself or see the credit on my account.
That really threw me off, one way ticket is 2500 $ (CHEAPEST) per one person. I tried everything asked everything but no help , no any other solution . I even found cheaper ticket with the dates that work for me but no " its not up to them "
Im really desperate here and don't know who to reach . My older son is in hospital , I have a 4 week old newborn and my parents need to go back to their country. And of course I do not have a job at this time for 2 months already.
Is this really how anyone should treat their costumers and take advantage ever, especially in this terrible times that the whole world is dealing with. I know airlines are struggling but so are we . After all we are all humans.
I just want to thank you for you're time. I've reached out Expedia again and they discussed with *** and were able to change my flight , free of charge!!
Thank you so much for you're time ,again.
Reservation number ***. I had a reservation through *** for the *** for March 18-20, 2020. The Governor shut down all ski ***s, and the hotel closed, and as a result, the hotel contacted us to let us know that the reservation was cancelled and would be refunded in full. We contacted ***, who said they just needed to confirm with the hotel that they approved the full refund, and then would issue it. This occurred in mid-March, 2020. They failed to process the refund, so I disputed the charge with the credit card company. Expedia said that the charge is legitimate, even though the hotel offered guests full refunds for the stay. Expedia refused to issue the refund even though the hotel was inoperable and even though the hotel issued full refunds to all guests during these dates. Expedia is fraudulently keeping the money for the stay, and this requires assistance from the Revdex.com to resolve.
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:The customer is stating that they never received a refund for itinerary *** due to a refund error. The customer is requesting a refund in the amount of 1315.41 USD.We have confirmed the customer will be receiving a refund in the amount of $1315.41 USD. As this refund is being issued by the customer's bank and not Expedia, we are unsure of when the bank will release these funds. For any further questions or concerns regarding this matter, the customer will need to reach out to their financial institution. We apologize for any inconvenience this may have caused.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B. Customer Relations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have been issued the credit due.
Sincerely
Ww had booked a room at a hotel in Connecticut at *** Hotel and cancelled it when the Covid-19 started hitting states. We had purchased the travel insurance in case we needed to change our travel plans. Now they*** Insurance and Expedia, are refusing to honor the refund for our
cancellation.
June 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a hotel reservation. Our records reflect a one night stay at the *** Hotel
*** checking in on March 26, 2020 for two adults. We understand Ms. is requesting a refund.The room
type booked is non-refundable and cannot be cancelled or changed without a
penalty equal to the full amount paid imposed. Expedia has advocated a refund
request with the *** who approved the waiver without penalty. Expedia
processed a refund in the amount of $123.45 to the original form of payment. Refunds
may take up to 30 business days to reflect due to the unprecedented volume of
travel disruptions following the Covid-19 pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I've cancelled my flight on March 8th due to the corona virus outbreak. I agreed to a refund with a $300 fee per ticket. They said it will take about 30 days. After 30 days I called back and they said they didn't file the refund correctly, so they initiated a refund again, and said to wait 30 days again. I called back after a few weeks to see the status, and an agent said it should come by the end of April. I called today to see the status again as it is the end of April, and now an agent tells me they haven't submitted a refund, and now that they will submit the refund. Again telling me to wait another 30 days, it's already about to be 2 months and they have failed to even submit a refund, telling me they have and then saying they haven't. I asked for a confirmation as well, but they said they won't give one.
June 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Departing New York, NY
to Cochin, India on March 27, and returning April 17, 2020 for three adults. We understand Mr. is requesting a refund less $300.00 a
ticket.The policy
of the tickets with *** allows for refunds less $300.00 per passenger. Expedia
has initiated a refund on April 10, however the refund failed due to an error
our ticketing office encountered. The error was due to the airlines restricting
access to initiate any refunds via travel agencies like Expedia. We have
submitted another request to our ticketing office to follow the instructions
*** supplied to us. The
process may take up to 10 weeks due to the unprecedented amount of requests Emirates
is receiving due to the Covid-19 pandemic. We do apologize for the delay.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
Booked rooms at the *** by ***. *** on dates 3/21-3/29 for a funeral
Unable to attend due to the Covid 19 crisis. Expedia failed to answer calls when an attempt was made to cancel the reservations. They did send an email later promising to honor the cancellations that where made online. I have yet to receive the refund. Itinerary #***, Itinerary #***, Itinerary#*** and Itinerary#***.
.
June 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’S ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number *** regarding multiple hotel reservations. Our records reflect three hotel reservations at the *** by *** checking in March 27, 2020, and checking
out March 29, 2020 for ***, *** and ***. We
understand Ms. is requesting a refund for each reservation.On March 21, Itinerary *** had been refunded in full in the
amount of $206.36 to the original form of payment. The
room types reserved are non-refundable and cannot be cancelled or changed
without a penalty equal to the full amount paid imposed. Expedia has advocated
a refund request for itineraries *** and *** with the
*** Inn. The hotel has agreed to allow a refund without penalties.
Expedia processed a refund of $206.36 per reservation for a total of $412.72.
Refunds may take up to 30 business days to reflect due to the unprecedented volume
of travel disruptions following the Covid-19 pandemic.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
First, regarding itinerary # *** for flights booked and travel insurance purchased for $70 extra all through Expedia. When the President released a travel n on 3/11/2020 (effective midnight 3/13/2020) for anyone returning to the US, I cancelled our flights to Valencia, Spain online that were scheduled to depart on 3/15/2020, as we would likely not be able to return easily to the US due to the orders. I also sent an email on 3/15/2020, as I was not able to get in touch with anyone concerning the status of my flight, cancellation, or confirmation of receipt of anything. Case ID : [REQ:***] for the email. I received an automated response then never received any response/resolution related to my case. I finally was able to get in touch with Expedia in April, where they informed me they follow *** Airways policy on whether to refund or not. They advised I would receive an airline credit. I called *** Airways directly to attempt to resolve with them, where they informed me that they would offer refunds for a case such as mine, but had no received payment from neither I nor Expedia, therefore there was no money to be refunded nor a credit to be given, and I would have to resolve it with Expedia directly. Upon re-contacting Expedia on 4/30/20, they again said they were unable to issue me a refund because they were following *** Airways () policy, despite that *** said I was eligible for a refund. The travel insurance company will not issue me a refund because there is an alleged *** credit issued, however *** has informed me there is no such existing credit.
The same circumstances apply to my hotel booked in London itinerary # ***. It took 6 weeks to speak to someone, and am now being told it will take 4 weeks to receive an email that will inform me the resolution of my case for the hotel. I am a firefighter an purchased insurance on both flight/hotel specifically because I do not have the means to reschedule a trip or use a credit
June 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #’s ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number ***)
regarding a flight and hotel reservation. Our records reflect a round-trip fare with *** Airways
departing Baltimore,
MD to Valencia, Spain on March 15, 2020, and returning March 23, 2020 for two
adults on itinerary ***. And a one night stay at the ***, checking in March 23, 2020 for two adults in a
standard double room on itinerary ***. Both itineraries were booked
with travel insurance covered by ***. We
understand Ms. is requesting a refund for both itineraries in full.The hotel
reservation booked is non-refundable and cannot be changed or cancelled without
a penalty equal to the full amount paid imposed. We advocated with the ***
*** hotel for a refund, and was advised due to the Covid-19 pandemic,
they have allowed a refund without penalty. Expedia has processed a refund in
the amount of $204.27. Refunds may take up to 30 business days to reflect due
to the unprecedented volume of travel disruptions following the Covid-19
pandemic.Expedia
has advocated a refund request with *** Airways, however we have been
advised a refund will not be possible. The airlines has extended future travel
credit to their passengers to complete new travel by April 30, 2022. Any applicable
change fees will be waived by *** Airways, while fare and tax difference may
apply. When Ms. is ready to re-book new travel, she must call Expedia
to re-issue new tickets and mention the itinerary number ***.
There is no need for a voucher number, as the credit is held with the itinerary
and original flight record.The
insurance premiums on both itineraries do not qualify for a refund as The insurance the customer purchased was
effective from the date of purchase through the date the customer’s trip was
cancelled. Insurance was refundable within 15 days after purchase.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia Itinerary # *** - Travel Package purchased with Travel Protection - Vacation Waiver
Travel package cancelled 4/26 online & via text following Expedia process instructions. Expedia currently does not have enough employees available to handle direct customer contact. Customers advised to initiate cancellations following self service). Following self service instructions canceled out itinerary however system DID NOT pick up that Travel Protection/Vacation Waiver was included with this booking and hotel. Received cancellation confirmation without hotel refund. Travel Protection includes 1 time change or cancellation for hotel with full refund. No matter what I try there is no where I can go, no person to contact, no email or text to send to resolve this situation and correct this error. I purchased the protection plan and should be provided a refund per the plan for the Hotel and activities ie car service.
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservations. Our records reflect a round-trip fare with *** Airlines
departing Newark,
NJ to Honolulu, HI on August 7, 2020, and returning August 14, 2020 for two
adults and one child. And a seven night stay at the ***
*** Beach Resort in a one King Bed, Partial Ocean View room. And
a Expedia Travel Protection Vacation Waiver. We
understand Ms. is requesting a refund.*** Airlines
does allow refunds with a $200.00 penalty per passenger according to the policy
of the tickets. The Vacation Waiver has
been used to process a full refund of the flights in the amount of $2755.17. The room selected at the *** is non-refundable. The
Vacation Waiver has been used to process a full refund of the hotel room for
$1879.15Expedia has processed a complete refund for $4634.32. Due to the
unprecedented volume of travel disruptions, refunds may take up to 30 business
days to reflect to the original form of payment. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team