I booked a flight through Expedia on *** Airlines. *** cancelled the flight. *** informed me I am entitled to a refund but must work through Expedia. I have been unable to contact Expedia despite repeated attempts via phone and email. ( I was able to get through this morning but the call disconnected). *** says they will confirm that I am entitled to a refund if Expedia will call *** at 855-*** I have chosen not to include the itinerary number as I believe this is personally identifiable information.
Expedia.com Response
• Jun 09, 2020
June 9, 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 *** Air departing Denver, CO
to McCook, NE, United States on March 12, 2020, and returning March 18, 2020
for one adult. We understand Ms. is
requesting a refund for the cancelled flight.On May 30,
Expedia initiated a refund for the ticket following the airlines policies. The
refund will be processed by *** air directly and may be delayed due to the
unprecedented volume of travel disruptions. No further
action taken as Ms.’s request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight to go back home and visit family in the ***s and it was canceled due to covid 19 out breaks here in usa and in ***s. Its not anyones fault in general. But Expidia want to give me credits for future flight. I want a full credit card refund. In my eyes if US is bailing out airlines and business, then why would I allow someone to offer me credits. Ill still have to pay the credit card for its service and expidia holds my money while this hard ship is hitting every americans pocket book. if I get a refund I could use this money to keep my family a float.
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 flight reservation. Our records reflect a round-trip fare with *** Airlines
departing San
Antonio, TX to Manila, ***s on May 16, 2020, and returning May 24, 2020
for one adult. We understand Ms. is
requesting a refund for the flights.***
Airlines has extended future travel credit to the customer. Ms. may
re-book new travel to be completed by November 30, 2020. Change fees will be
waived by waived by the airlines, while fare difference may apply. The customer
also has the option to convert the ticket value to an airline voucher valid for
one year with a 10% incentive. The request to convert the ticket into a voucher
must be made before November 30, 2020. When Ms. is ready to re-book new travel, she must call Expedia to re-issue new tickets. Expedia
has advocated a refund request with *** airlines, however refunds are
not a guarantee and subject to approval. An Expedia representative will contact
the customer directly when we receive an update from the airline.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
We purchased 3 round trip tickets to Italy leaving April 17,2020. All travel to Italy was cancelled. *** Airline contacted us to get our refund through Expedia. I contacted Expedia no less than 3 times, being placed on hold for over 3 hours total and have gotten no less than 3 different scenarios as to the refund. Which includes being hung up on after waiting for over an hour to speak to the right person. I was told they would contact me within 72 hours and have yet to receive a call back.
Expedia.com Response
• Jun 07, 2020
June 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Minneapolis,
MN to Rome, Italy on April 17, 2020, and returning April 25, 2020 for three
adults. We understand Ms. is requesting a refund due to cancelled flights.Starting
March 15, *** cancelled flight operations to the outbound and inbound
flights without providing alternative flight options making the tickets valid
for a full refund following the flex policies in place by the airline. Expedia
has initiated the refund on our end and will be processed by *** for
$1141.94 per passenger. Refund time-frame varies depending on the airline and
customers financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 08, 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 as long as the “refund” they are talking about is getting back our money and the refund does not mean “tickets” to be used at a later date.
We booked a trip last year for a 7 week Mediterranean cruise with expedia. This also included round trip airfares. The airlines has cancelled our flight and said we would get a credit which has not happened yet. We still plan on going on that cruise, but now we are stuck using that same airlines and waiting around for a credit that may or may not come and now getting the ticket at much higher prices at the same airline. I have tried multiple times to call, email and do chat on their website but unless you are within 3 days of traveling, you cannot get a hold of anyone. I don’t want to spend another $1600 plus for more airlines ticket. I would like the airlines to refund the money but can’t go through them as I bought from expedia. I already had this happen to a trip I had at the end of May...the airline cancelled the flight and I had no recourse except to cancel the whole trip because I couldn’t get a hold of anyone. I hope that refund is coming. Bottom line, I want either the money returned in full or help rebooking my flights to Europe so I can make my cruise without paying even higher prices.
Customer Response
• May 08, 2020
Case *** has been addressed by the business to satisfaction and the case is closed as resolved
This is regarding my flight Tickets From Boston on 9 April 2020. As we all know because of COVID-19 all flights canceled since March 31 from Boston. I requested many time on phone/e-mail but Expedia not refunding my tickets money. As per Expedia I contacted to *** airways also but as per them only Expedia can refund as I booked my flights via Expedia. Now I am totally frustrated after so many calls but Expedia not refunding my tickets. Looking for your help in this.
Expedia.com Response
• Jun 09, 2020
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
Airways departing Boston, MA to Delhi, India on April 9, 2020, and returning
May 27, 2020 for one adult. We
understand Mr. is requesting a refund.On May 17,
Expedia initiated a refund for the ticket in the amount of $793.25 and will be processed
by *** Airways. Refunds may be delayed due to the unprecedented volume of requests
the airlines are receiving.No further
action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 09, 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.
My flight to Rome was canceled due to covid19. Expedia sent me a deceptive email asking if I was going to need to cancel my hotel. When I answered yes, they automatically issued me a travel voucher which I cannot use. Every attempt I have made to request a refund has been a fiasco of misinformation and holds and hangups. They not only charged me the one night deposit, but they charged the full cost which I was not supposed to pay until I stayed at the hotel.
Expedia.com Response
• Jun 09, 2020
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number *** regarding a hotel reservation. Our records reflect a three night stay at the ***
for two rooms . 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 sent emails to customers to
allow customers the option of cancelling their hotel reservation if they choose
to before the original check in date of the reservation due to the Covid-19
pandemic. Expedia notes that while the reservation is non-refundable as per the
terms and conditions of the booking, a coupon will be granted in place of a
refund. Ms. cancelled the reservation and opted to accept a coupon on
April 25.On
April 25, the coupon failed to be added to the customer’s account as a dispute
was filed against the charge. We have been notified by our transaction processing
department no refunds can be processed. The customer will have the option to
use the coupon after the charge-back process is complete and information. 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 15th, 2020 Due to the Covid-19 situation, my conference in Nashville, TN was cancelled, which prompted me to call expedia and cancel a hotel I had booked through them. They told me I had to go through the hotel, the hotel told me I had to deal with expedia. Therefore, I contacted paypal, whom I had paid through, and filed a dispute.
I continued to try and contact expdia, for which I finally got in contact with and I was told I would be receiving a refund. After 6 weeks of not receiving the refund I called expedia again. This was Saturday April 25. I was told someone from expedia would call me, they did not. I called expedia on Sunday April 26th, after two hours on hold, I was finally able to speak with someone (Rusti in corportate) Rusti informed me that my account was flagged and locked becuase I had filed a dispute with Paypal. They were concerned for fraud - of me trying to receive two refunds apparently, I forwarded expedia an email from paypal proving that I did not receive a refund.
She was unable to unlock my account and release the refund, I was told I'd have to call the next day. That is today, April 27, I have called 6 times because I continue to be disconnected. I have spend a total of 3.5 hours on hold and unable to be connected with corporate office. Paypal has reopened the case and is also investigating. They have forwarded an email to myself and to expedia showing I have NOT received a refund from Paypal.
I am unable to contact expedia to get my $1,619.02 refunded. I do not know what else to do. It's been 3 days, 14 hours and no one will take my call in the corporate office.
Expedia.com Response
• Jun 09, 2020
June 9, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund for a
hotel reservation.
Our records indicate on March 9, 2020, Ms. *** or an authorized user of the Expedia account, self-booked a two hotel rooms at ***
*** Nashville Downtown, Nashville. One room for one night checking in on
March 15, 2020 and checking out on March 16, 2020. The second room was for five nights, checking
in on March 16, 2020 and checking out on March 21, 2020 via ***.
We can confirm on March 14, 2020, the customer called
and advised she was going to training
and its been cancelled due to COVID19 and request a refund for the
reservation. Our representative called
the hotel and they approved the waiver for the refund.
On April 26, 2020, the customer called and is
asking about the refund. Our
representative reviewed the account and the refund processing from March 14,
2020 failed.
On April
27, 2020, the customer called in asking
for a supervisor onset of the call saying the previous two representative she
spoke with hung up on her. The call was taken over and it was verified
the hotel gave a waiver. The customer
sent in a screenshot from PayPal advising that they weren't going to provide a
refund.
On May
12, 2020, the customer called in and inquired on refund. Our representative advised
due to dispute opened with bank. customer will need to follow up with PayPal on
status of dispute.
After
further review on June 9, 2020, Expedia has reviewed the detailed screenshot sent
in from Ms.. Expedia telephoned
Ms. and advised that the dispute she filed caused the process time to be
delayed. The detailed message advised
that she needs to contact our Customer Service Department at 877-227-7481 and reference case number ***, with
a valid card number and we will issue the refund of $1619.02.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 10, 2020
Complaint: ***
I am rejecting this response because:
While I appreciate the response from DiDi *** from the Corporate Correspondence Team at Expedia, it's the fourth such correspondence from expedia customer service department with the exact same response. I reject the response because her instructions are for me to call the customer service department to give credit card information in order to process the refund and this has already been done more than once. I've done what they've told me to do repeatedly and they are not honoring their promise to refund my cc
I've contacted the customer service department four times since first receiving the email from Laurie R., customer service specialist informing me to call with alternate c.c. information to process refund. I've called and emailed multiple times, and each time I call I get the same experience, customer service says they have to transfer me to "higher department", when I get a manager or supervisor, I have to retell the chain of events over and over again because apparently it's not written in my file. The manager then either takes my cc number and tells me that the billing department will send confirmation within 72 hours confirming refund, which never happens, or he/she will attempt to put me though to corporate. Twice I have been transferred to corporate only to be *** on hold for 35 min. and 40 min. respectively only to be disconnected the first time. The second call had me on hold for 28 minutes waiting for corporate. I was then told no one was available to help me so I'd have to wait for billing department to contact me, again.
I have been trying to resolve this since April 27th when I first called to inquire as to why my refund had not processed. I have spent hours on hold and have talked to well over fifteen agents. It is apparent that Expedia is intentionally misleading their customers waiting for their refunds. Their agent are clearly being given a script as to what to say and there is no intention to honor their promise to refund. They are leading me on, hanging up on me, and have clearly no intention of refunding me.
I am out of work due to the business shut downs and government orders... I cannot afford to loose this money owed to me. I don't know what else to do. I can join one of the many class action suits filed against Expedia or file my own claim, but that would cost money and no doubt not get resolved. I just want expedia to do the right thing and refund my money, I am praying you can help
Sincerely
Customer Response
• Jul 16, 2020
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I filed a complaint with you in May regarding an incident with expedia form March 2020 - Original Complaint ID #*** I am very appreciative of the help you gave me, as expedia did respond. After a bit of difficulty getting someone from expedia on the phone, I spoke with a woman named DeDe *** who took my credit card information on June 7, 2020 and promised that the refund they promised me in march would finally be processed. I didn't respond to the Revdex.com follow up email asking if my complaint was finally resolved because I was waiting to see if my refund came through. I have waited over a month and I still haven't received the promised refund. Expedia is intentionally leading people on and I am being lied to over and over again. Expedia promised me my $1,600 refund four months ago and has continually broken that promise.
Desired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I would like a refund, and I would like Expedia to transfer the funds into my bank immediately, I have been lied to for four months and promised a refund four times and have yet to see my credit card be refunded.
Expedia.com Response
• Jul 18, 2020
July 18, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting that Expedia issue a refund
for the hotel reservation. Expedia verified the last Revdex.com complaint
was responded to on June 20, 2020, after speaking with Ms.. Ms. gave VISA card ending *** that
she wanted the refunds to be applied to. The refunds were processed refund for $243.37 and $1375.65. She was advised it could take up to 30 days
before she sees them on her account, we emailed two refund receipts to the
email address on file. The refunds have been confirmed in our payment system as
being processed on June 20, 2020, transaction code *** appears for the refund of $1375.65 and transaction code *** appears for the refund
of $243.37. Ms. can use the transaction
codes to confirm with her financial institution. 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, Di-Di *** Corporate Correspondence Team
I booked *** hotel in San Jose del Cabo Mexico for May 14-17, 2020 through Expedia.com. The hotel is now closed due to COVID-19, so I cannot stay there. In trying to cancel through Expedia, I was told it was a non-refundable rate and I would not receive the $1094.18 I had paid. After two Expedia customer service agents cutting me off after I explained, I finally spoke with Travis who said it was up to *** to refund my money. I called *** Resorts which owns *** and spoke with Nora M who said my money would be refunded. Two days later I got an email from *** Resorts through the Expedia app confirming this. I called Expedia and spoke with Ben who called Nora M to confirm my refund. She did and then he said I should cancel online which I did while I was on the phone with him. After I cancelled, he would not confirm the refund and said he was referring it to another group within Expedia who would get back to me in four weeks. He gave me Complaint Case Number and said that's all he could do. I was purposefully misled by Expedia and still do not have any confirmation of a refund.
Expedia.com Response
• Jun 09, 2020
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. Our records reflect a three night stay at the ***
Resort by *** Resorts for two adults, checking in May 14 in an Ocean View
One Bedroom . We understand Ms. is
requesting a refund due to the travel restrictions following the Covid-19 pandemic.We have
advocated a refund request with *** Resorts who approved a refund without
penalty. Expedia has processed a refund in the amount of $1061.36 and the
reversal of 2,297 Expedia rewards points to the customers Expedia account. 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,Michae***Corporate Correspondence Team
Please refer to case # ***. When I purchased my vacation through Expedia in Dec 2019 I also purchased the Vacation Waiver for $102. This Vacation Waiver allows the consumer to make one change through the end of the trip. However, my airline was automatically cancelled by *** Airlines on April 26th 2020 and the hotel was also automatically cancelled by the *** in Las Vegas. I expected a full refund from Expedia but when I contacted Expedia on April 26, 2020I was told I would receive a refund for the trip with the exception of the Vacation Waiver. I asked to speak to a supervisor and I was put in contact Joey or Zoe from Corporate (apologize for incorrect spelling) and was told the Vacation Waiver is non-refundable even though it can no longer be used and no longer holds any value. This is unreasonable to charge a consumer $102 for a Vacation Waiver that no longer holds any value and no longer usable since the trip was cancelled by all vendors and out of my control. I am requesting a full refund from Expedia.
Expedia.com Response
• Jun 09, 2020
June 9, 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 vacation waiver. Our
records reflect an Expedia Vacation Waiver starting protection on May 21, 2020
for two travelers. We understand Mr.
*** is requesting a refund.Unfortunately the vacation waiver cannot be refunded in accordance
with the terms and conditions as follows: “You can cancel your Vacation Waiver for a full
refund within the first to occur of the following: (a) 15 days from the
purchase date; or (b) the start of your scheduled Trip”. Per the Terms and Conditions on the Vacation
Waiver, the amount paid for the Vacation Waiver remains non-refundable.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 09, 2020
Complaint: ***
I am rejecting this response because: Expedia sold me a Vacation Waiver that is NO longer usable and holds NO value. *** Airlines AUTOMATICALLY cancelled my flight on April 26th 2020 AND the hotel was also AUTOMATICALLY cancelled by the *** in Las Vegas - both due to COVID. I was not able to take this trip due to these circumstances. It is unreasonable for Expedia to charge a consumer $102 for a Vacation Waiver that NO longer holds any value whatsoever since the trip was cancelled by ALL vendors and completely out of my control. I am requesting a full refund from Expedia.
I made a flight booking (Itinerary # ***) through Expedia for travel in June 2020 . Airline cancelled the flight. However, neither the airline nor Expedia notified me that that the flight was cancelled. I found out when logging into Expedia portal in mid April. I contacted Expedia on 04/16/20 and spoke to supervisor named Vincent who called the airline and confirmed that airline will issue a full refund. I was told to wait 3 business days. I waited till 04/27/20 and called the airline first to check the status of refund who informed they have not received any request from Expedia. I contacted Expedia back on 04/27/20 and spoke to supervisor named Jason who said that the airline told him to send another email and wait for another 3 business days.
The airline public states on their websites that refund are allowed for my dates. Yet Expedia does not know how to process it. It is easier to reach the airline but they cannot help the ticket was booked through Expedia. Trying to reach Expedia is a headache because it is impossible to speak to an agent unless travel is within 72 hours. I have wasted hours trying to deal with this refund and yet nothing has happened. The consumer is the one suffering due to the refund being stuck.
Expedia.com Response
• Jun 08, 2020
June 8, 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 ***n Airlines
departing New
York, NY to Jeddah, *** on June 13, 2020, and returning July 8, 2020
for two adults and one child. We
understand Mr. is requesting a refund due to cancellation of the
flights.On April
13, *** Airlines cancelled operations to the outbound flight making the
ticket eligible for refund. On April 29, Expedia initiated a refund of $2096.10
following airlines policies. On May 4, Mr. or an authorized user of the
Expedia account called to ask why a partial refund was made. The Expedia representative
advised a partial refund was given due to certain taxes and fees collected by
the airline. The taxes collected were E3 and IO. We have sent an email to the
airlines to request the remaining amount returned to Mr. as we can no
longer initiate further refunds once the tickets have been refunded. When we
receive a reply from the airline, an Expedia representative will contact the customer
via email with updates. Refunds are not a guarantee and subject to airline
approval as Expedia follows the policies of the vendors. 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 09, 2020
Complaint: ***
I am rejecting this response because:
The airline would not speak directly to me because the ticket was booked through Expedia. DOT rules require a full refund when the airline cancels the flight. If the airline is not going to refund these fees, then Expedia is responsible for these because the flight was cancelled by the airline.
In addition, I have another trip with expedia (***) where I have the similar issue. Again, in this case, the airline cancelled the flight and only wants a voucher to be used by February 2021. How can a family with a school child travel during school year
Sincerely
Expedia.com Response
• Jun 13, 2020
June 13, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case #’s ***Dear
Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We regret to hear Mr. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns. As stated previously, Expedia
initiated a refund of $2096.10 on April 29 following the flex policy in place
provided by ***. The taxes collected by the airline was E3 and IO. Expedia
has sent an email to the airlines requesting the remaining amount be returned
to Mr.. Once a refund has been initiated by Expedia, we can no longer initiate
future refunds. An Expedia representative will contact the customer when the
airline replies to the request with any updates. Due to the unprecedented volume
of travel disruptions, the airline may require additional time to respond.The customer has mentioned a similar
issue regarding itinerary *** with *** Air. On June 3, *** Air
cancelled flight operations from Muscat, ***, to Hyderabad, India for travel on July 12.
On June 12, *** Airlines cancelled flight operations from Medina, ***
*** to Istanbul, Turkey for travel on July 4. *** air has mentioned all refund requests are to
be sent via email for evaluation. They will need to coordinate with each respective
operating carrier to request for a refund on behalf of the customer. An email
has been sent to *** air. An Expedia representative will contact Mr. when
we receive an update from the airline. Due to the unprecedented volume of travel disruptions, the airline may require additional time to respond.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 19, 2020
Complaint: ***
I partially accept the response.
The issue with *** Air has been resolved as I just got an email from Expedia
that refund has been processed in full.
With reference to the ***
Air, I do not accept the response. I still have no response from Expedia. The flight
was cancelled by the airline, not the customer. Before the Expedia representative
processed this refund, they confirmed that it will be a full refund amount. Yet
they deducted the fees.
The claim that the airline
require additional time to respond is completely false. It is more than 7 weeks
since the cancellation and they cannot respond to an email does not make sense.
In fact, when I try to contact the airline customer service over phone, they
respond very quickly. However, I cannot ask them for the refund because Expedia
is the agent.
What is ironic is that the
*** Air flight was not covered by DOT or EU 261 regulations and yet they
provided a full refund, while the *** Air flight is covered by DOT
regulations and yet they are failing to provide a full refund.
If airline is not responding to Expedia requests, then Expedia
should provide credit for future hotel travel for the same amount.
For the hotel reservation *** on Feb 22-23 for 1 night, we have submitted the booking form for $211.28. We used the coupon for $200 and expected an extra to pay for $11.28. Yet, the system debited $184.82. We called their customer service and they also confirmed the total should be $211.28 and the tax included is $36.66. There were also problem in the breakfast which included in the booking. Expedia refunded the breakfast for $63 but wrongly calculated the remaining balance. The remaining from the card is $121.82 but we got $69.14 refund only. The total after deducting the breakfast should be $211.28-$63 which is $148.28. The extra part we paid in coupon we expect a coupon but it is also ok if expedia are not able to provide one.
Expedia.com Response
• May 27, 2020
May 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel. We understand *** is requesting a refund.***
*** booked two rooms for one night. The pricing displayed showed $130.16 for
the room rate and $27.33 for the Taxes and Fees, per room. He applied the
$200.00 coupon. A message displayed to advise that the coupon deducted $130.16.
The pricing was then displayed on the next page stating that the balance due
was $184.82. That amount was accepted, the credit card information was provided
and the customer clicked Continue Booking. The booking
did not complete because the credit card information provided the first time
needed to be corrected. When the pricing was displayed again some of it was
missing. No
information was located stating that breakfast would be included for free.
Hotels advise when they have breakfast available. Hotels are not required to
provide a free breakfast option.The terms
and conditions of the coupon stated that it would cover the base rate of a
room, but not the taxes and fees. The terms also stated that the coupon was good
for one use and if the entire value of the coupon was not used no additional credit
is provided. The $130.16 advised to be discounted with the coupon on the first
booking attempt was the correct discount amount.The
entire reservation had been refunded except for $51.98. As a courtesy we
refunded the $51.98. There is no longer any balance on the booking to be
refunded. 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,Denise SCorporate Correspondence Team
Customer Response
• Jun 01, 2020
Complaint: ***
I am rejecting this response because:
Refund receipt shows that they refunded $27.33. There are still $24.65 left for refund. Moreover, the refund still did not posted to my credit card.
Also for what is even more important, they replied that the booking comes with no breakfast, but according to the email (attached the screenshot), it was included for free.
***All supporting documents redacted by Revdex.com***
Sincerely
Expedia.com Response
• Jul 12, 2020
July 12, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding the additional
comments from our customer. We are responding to complaint of *** (Revdex.com
case number ***).We reviewed the booking based on a courtesy refund being
offered to get the booking to a balance of $0.00. There was a balance of $24.65
that was still on the booking. Records show that multiple refunds previously attempted
may not have been accepted by the credit card company and were returned. We
processed the refund of the $24.65 on July 12, 2020. No further refunds are due
and no further refunds will be sent to the credit card company. The time frame
for posting is often within two weeks but varies based on the credit card
company.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,Denise ***Corporate Correspondence Team
Customer Response
• Jul 13, 2020
Complaint: ***
I am rejecting this response because:
With all the invoice and evident being submitted to Revdex.com, we can conclude that the company
1. Charged the wrong price - backed by screen capture
2. Listed free breakfast but denial of service - backed by screen capture
3. Offered to refund half a hundred but only half is refunded - backed by invoice
4. Multiple lies to the Revdex.com saying all refunds have been done - backed by conversations and bank statements
5. Lied to Revdex.com saying refund was “rejected by the card company” - in fact the refund was not even being sent out
6. They did not apologise for such error in price and breakfast, big delay, bad attitude and lies
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
We booked a hotel thru Expedia to arrive a few days before our cruise which due to Covid19 had to cancel. We tried calling the hotel to cancel and were told we needed to cancel thru Expedia. We could not get thru since it was the height of of all of the cancellations due to Covid19. Our credit card company said Expedia refused because we did not call in time. We have documentation where we emailed stating we could not get thru. Our cruise has already reimbursed us along with our airline. We have recently sent a letter & docs to Expedia's headquarters in Seattle to their Corporate Secretary. It's pretty sad and very unprofessional when we have to go thru this to be reimbursed.
Expedia.com Response
• May 27, 2020
May 26,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel. We understand *** is requesting a refund.We were
unable to locate a hotel itinerary with the information provided. Please
provide the itinerary number and the email address it was booked with.Additional
information will be helpful too to ensure we can locate the booking, such as
the hotel name, date of check in and the name of the guest for check in. 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,Denise ***Corporate Correspondence Team
On January 23rd I purchased a trip to Barcelona from Boston scheduled to take place April 19-24 (Itin# ***. The trip included a stay at the *** Hotel in Barcelona (already refunded) with one way airfares on *** (Booking Ref ***) and *** Air (Reservation code: ***).
I have had multiple phone calls with both airlines and *** Packages. The airlines won't refund my money because they say I need to get the refund from Expedia (***). Expedia won't refund my money because they say the airline policy won't allow it.
I reached out to all above parties on Twitter, *** was the only one who responded saying they would not be able to refund my money - only Expedia would be able to do so. The airlines tell me to deal with Expedia...Expedia tells me to deal with the airlines. A significant amount of time has been spent trying to get in touch with the above parties. All parties have made it easy to get a refund "voucher", which is unacceptable because I won't be able to use it.
Amount of refund I am looking for:
***: $632.20 *** $789.50
Total: $1421.70
Many thanks for your assistance in this matter.
Expedia.com Response
• May 26, 2020
May 26, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: *** Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact *** 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.
*** is responding to the consumer complaint from Mrs. *** (Revdex.com case number *** regarding a package reservation.
Our records show on January 24, 2020, Mrs. or an authorized account user self-booked a package reservation on ***’s website under itinerary ***. Travel was with *** and ***, traveling from Boston, MA USA to Barcelona, Spain departing on April 19, 2020 and returning on April 24, 2020. The package included a hotel stay at, *** At *** Barcelona Sky, Barcelona, Spain for a check in on April 20, 2020 and a check out on April 24, 2020, for a total of $2,215.01. We understand Mrs. is seeking a refund for the flight, based on a claim that we are able to override the airlines ticket terms.
On March 29, 2020, Mrs.’s (flight) cancel form filled out directly on our website was processed, and travel credits were issued. On April 3, 2020, Mrs. used our website services to cancel the hotel and $793.31, was refunded, per the following rules:
Cancellations or changes made after 7:00 PM local hotel time, Sunday, April 19, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
On April 11, 2020, we verified ***’s ticket terms to determine Mrs.’s refund eligibility. Regrettably, *** advised the following restrictions, a refund is not permitted. A travel voucher is available until, December 31, 2020 or within the validity of the ticket. One rebooking fee will be waived, however, a difference in cost to rebook may be applied. We do not set ***’s policies and we must abide by our suppliers' ticket terms.
In addition, *** is the merchant of record (the entity that charged Mrs.’s credit card) for the departure flight. In regards to the *** flight, a voucher worth $632.20, can be used for a future flight at a later date. The voucher will remain valid until June 30, 2021. Moreover, *** is the merchant of record ( the entity that charged Mrs.’s credit card) for the return flight. Additionally, we are unable to override ***’s ticket policy.
On April 18, 2020, Mrs. contacted *** to request a full refund as opposed to the travel credits. We reviewed the updates provided to all consumers directly from each airlines website to determine a change to their Coronavirus flexibility policy. The terms and conditions per airline did not change regarding the travel credits vs a full refund. Therefore, we reiterated the policies as previously stated to Mrs..
Due to the extraordinary circumstances of the Coronavirus some airlines are providing travelers with cash refunds (only) if they’ve cancelled or significantly delayed their flight without an alternative option. At ***, we do follow the rules of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Furthermore, *** is the a third party-intermediary (the entity that assists in the distribution of travel products to travelers) we must follow the airlines directives.
See the flight cancellation policies, that were provided to Mrs., prior to her agreeing to book the package reservation:*** policy: Tickets are non-refundable, anytime charge, $300, for changes*** policy: Tickets are non-refundable, anytime charge, $275.00 for changes
We understand the unprecedented times, however we are unable to issue a refund for the flight reservation. *** has served Mrs. to the best of our ability as we are committed to serving the needs of our customers, while also maintaining the various policies of our travel suppliers. In order to use the travel credits separately we can we reached at the following number, 844-766-5451.
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,
I used Expedia to purchase 2 tickets to China on *** airlines, to attend our son’s graduation in Shanghai on 5/29. Our itinerary (Expedia #***; *** # ***) was for travel to China during 5/21/20-6/7/20. Cost was $1,763.90. On 3/22/20, received an e-mail from *** which stated: “Due to the novel coronavirus outbreak, your flight will be cancelled” and that we would be “able to claim a REFUND. Given that e-mail, I went onto Expedia to cancel my reservations and get my refund. On 4/10/20, I received an e-mail from Expedia indicating that it “wanted to let [me] know that it had “issued an airline CREDIT” (not REFUND) and that the “details” would be e-mailed to me in an e-mail “soon” (never arrived). Since it is impossible to get Expedia on the phone, on 4/15/20 I sent a letter to Expedia’s Dir. of Customer Experience, Ms. Liz G, asking for help getting our refund, that my son’s graduation had been canceled and we had no desire to travel to China. My letter referenced U.S. Dept. of Transportation directives that we were entitled to a prompt REFUND. Later on 4/15/20, I received a courteous e-mail from her informing that she had “sent [my] letter to the teams that are managing this and they will follow up with me”. The next day, 4/17/20, I received an e-mail from ECS which informed: “After checking again with ***, they have confirmed that for any booking where the terms and conditions indicated no refunds would be permitted”. Despite the FACT that *** earlier informed that we were entitled to a REFUND but that since I hadn’t bought the tickets directly from *** we I needed to contact Expedia re refund. Even though the e-mail admitted that: "“Last week, the U.S. Department of Transportation restated its policy requiring airlines to provide travelers with a cash refund if their flight has been cancelled or significantly delayed by the airline and the airline hasn’t covered them with an alternate flight.
Expedia.com Response
• Jun 09, 2020
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding flight reservation. Our records reflect a round-trip *** departing Newark, NJ to Beijing,
China on May 21, 2020, and returning June 7, 2020 for two adults. We understand Mr. is requesting a refund for the
cancelled flights.On April
29, Expedia initiated the refund for $1763.90 and will be completed by ***
***. Refunds may be delayed due to the unprecedented refund requests the
airlines are receiving due to the Covid-19 pandemic. No further
action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 09, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
we were simply looking at hotel charges for a trip planned for this summer. the only way to move to the next screen to see the accurate charge was by providing a credit card. the screen stated we would have a chance to review the charge before submitting. however, it charged our credit card immediately!.We immediately called expedia the same day Mar 4, 2020 and were told by the representative that since we called within a few minutes we would not even see the charge and he had made a note that it was an error. To further ensure the error was fixed we sent an email to expedia as well.
However, when we received our credit card statement they did in fact charge us—which was never authorized.We disputed the charge of $3, 684.92 from expedia with our credit card company on March 30, 2020 as now with Covid, they will not take calls unless you are travelling within 10 days.
when expedia received the dispute they emailed us to ask if we put in this dispute. we replied. they did not even acknowledge the reply or ask us for details...they simply cancelled the hotel and have told the credit card company that the charge is legitimate~!!!! what a scam. No one has bothered to correct this from expedia. we expect our $3, 684.92 refunded plus our member points put back in our account.
Expedia.com Response
• Jun 09, 2020
June 9, 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 indicate on March 4, Ms. or an authorized user
of the Expedia account self-booked two rooms at the Hotel ***
*** checking in July 5, 2020, and checking out July 20, 2020 for
four adults. We understand Ms. is requesting a full refund stating she did not authorize the
booking.We have confirmed with our transaction processing team that two
disputes have been filed for the reservation. The first charge-back was denied
while the second allowed a full refund for the itinerary. Ms. has since
been refunded in full for the $3,996.30 CAD as confirmed with our transaction
processing department.
No further action has been taken as Ms. request has been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 09, 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.
Expedia will not refund my travel related expenses. I requested a cancellation on March 12th, right when the travel ban was put into place. I was forced to cancel my trip due to COVID-19 and government restrictions on travel in both Europe and in the USA. I did not cancel based on my choice or free will. Expedia has refused to provide refunds, respond to emails, answer their phones, or work with me in anyway.
Expedia.com Response
• Jun 09, 2020
June 9, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint
DepartmentRe: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr.
is seeking a refund for $2137.12. Upon further research, we were unable to
locate an Expedia account or reservation related to the complaint. We respectfully request that you provide us
with the itinerary number of the booking and/or the email address used at the
time of booking. The requested
information will allow us to appropriately address your concerns.We thank you for allowing us the
opportunity to address the issues that were brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Customer Response
• Jun 09, 2020
Complaint: ***
I am rejecting this response because: I have pages upon pages of itineraries Expedia refuses to refund due to travel restrictions and COVID but this site will not let me submit. See first screenshot of account and travel itineraries. I have had an account with Expedia for 11 years under ***. Please refund all travel immediately.
Sincerely
Expedia.com Response
• Jun 19, 2020
June 19 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Ms. did not accept our response.
We are again responding to Mr. complaint
regarding refunds. We understand that Mr. questioned why his account information
could not be located. The Revdex.com complaint
did not mention the specific itineraries and only reference that he was
requesting a refund of $2137.12. The Revdex.com
complaint was returned and Expedia asked for more detailed information so that
we could retrieve the exact results of each itinerary in question. Mr.
replied and attached a statement with itinerary numbers.After further review Expedia confirms the
following:*** – per ***
Airlines a future travel credit of $185.80 is applicable per the cancellation
of the reservation on March 25, 2020. This reservation was a published fare and *** Airline was the merchant of record.
*** – ***, *** by *** advised that they
did not charge for the reservation as the reservation was not used. This was a pay later reservation, initially
the hotel would have taken a hold against the customer’s card and charged upon
arrival. The hotel advised they never
charged the guest and the hold should have fallen off. They advised they will
not be issuing a refund.
*** – *** is showing an exchange
was performed on February 28, 2020 for $360.68. The *** ticket is in a refund status and *** should be
issuing a refund of the exchange cost to the original *** card ending ***
(since the charge was charged by ***, the customer will need to contact
*** to get their time line for the refund) Emailed
was emailed to the email address on file advising of the cancellation and
flight credit equal to the original charge amount of $1338.59. This reservation
was a published fare and *** was the merchant of record.
*** - one night stay
at ***
Hotel *** for April 4, 2020. The pay now reservation was cancelled on March 12, 2020 and $114.80 was refunded. Expedia emailed a refund receipt June 19,
2020
*** - *** Hotel *** a pay later reservation and it was cancelled on March 9, 2020. The hotel would have taken a hold against the
customer’s card and charged upon arrival. Since the reservation was cancelled the charge would have fallen off.
*** - one night stay
at ***
Hotel *** for April 3,
2020. The pay now reservation was cancelled on February 28, 2020 and a
refund was processed for $135.29 to the original card that was charged. Expedia emailed a refund
receipt June 19, 2020
*** - one night
stay at Hotel *** was a pay later reservation for March 31, 2020. Reservation was cancelled on
March 12, 2020. The hotel would have
taken a hold against the customer’s card and charged upon arrival. Since the reservation was cancelled and refundable
the charge would have fallen off when it was cancelled
*** - one night stay
at ***
*** was a pay later reservation for March 31, 2020. Reservation was cancelled on
March 9, 2020. The hotel would have
taken a hold against the customer’s card and charged upon arrival. Since the reservation was cancelled and refundable
the charge would have fallen off when it was cancelled
*** – Expedia’s
account for the ***
reservation has no notes or documentation in regards to cancelling. The reservation was booked on January 12,
2020 and we emailed a confirmation itinerary. Our email advised the reservation
was booked as a low cost carrier and any changes or cancellation
would have to be done through ***.
The above listed itineraries consisted of “published fare” flight reservations,
multiple “pay now” hotel reservations, multiple “pay later” hotel reservations and a “low cost carrier” flight reservation. The published fares are charged by the airline,
airline advised of future travel credits. The pay now hotel reservations are charged by Expedia, Expedia has
emailed two refund receipts for the two applicable pay now hotel reservation
refunds. The pay later hotel reservations
are charged by the properties. The pay later hotel reservations were all
refundable and all cancelled prior to the check in date, the hold the hotel
took on your card would have been released when the reservation was
cancelled. With regard to the ***
(low cost carrier) Expedia advises that you must contact the low cost carriers
directly for any changes or cancellations.We thank you for allowing us the
opportunity to address the issues that were brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Customer Response
• Jun 22, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that Expedia will not refund reservations made even though they collected the money. The continuously redirect to other organizations, even thought the other organizations say to go through Expedia since that's where the travel was booked. The two refund receipts sent never were refunded to my bank account. I have concluded I will not seek resolution from this company and instead will go through arbitration.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
On February 17, I purchased three airplane tickets through Expedia.com for the price of $881, for the dates of April 9th through April 16th, including insurance in the event that something came up preventing my family and me from traveling. Starting March 17th, I made numerous attempts to cancel my arrangements on-line due to the Coronavirus pandemic. My request would not go through and according to the Expedia.com website, I was asked not to contact the company by phone until 72 prior to my departure date due to their high call volume.Meanwhile, I received multiple e-mails from the company *** regarding changes to my flight times. The e-mail instructed me to accept the changes or refuse them, if refused the communication stated that I would receive a call within 24 hours to discuss my options. I refused the changes considering I had been trying to cancel my flight arrangements.On March 31st, I received an e-mail stating that my arrangements qualified for free cancellation. I clicked on the link in the e-mail, filled out the form requesting to cancel my family’s trip. I repeated this action multiple times and received confirmation from the system that they were processing my request.
On April 8th, I received an e-mail stating from Expedia stating that they could not cancel my arrangements and instructed me to call their customer service team. On April 8th, I called Expedia and it was explained to me that the on-line cancellation request would not go through because I had refused the flight changes. The representative assured me that she would cancel my itinerary and also instructed me that if the call was lost, not to call back due to the high call volume and I would receive confirmation of the cancellation. I have since received multiple e-mail communications from Expedia stating that they could not honor my cancellation request because I took the trip, then confirming I did not take the trip but they could still not cancel after the fact.
Expedia.com Response
• Jun 08, 2020
June 8, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare
with *** Airways departing Boston, MA
to Dallas, TX on April 9, 2020, and returning April 16, 2020 for two adults and
one child. We understand Ms. is requesting a refund
due to cancellation of the flights.*** initiated multiple schedule changes
to the record. On April 4, they changed the inbound flight from April 16 to
April 17. The airline has since marked the record as used (flown) and is lost
value. We have advocated a refund request with ***, however the request
has been denied. We were advised that *** had made two attempts to contact
the customer to accommodate the passengers with new flights on April 2 and
April 8. Expedia does not show record of a call on
April 8 with an Expedia representative, however we have taken into
consideration the attempts Ms. had made to cancel the reservation before the
departure flight. While *** will no longer offer future travel credit,
Expedia will offer in-house credit in the full amount of the original total of
$824.40. The screen shot sent to us on April 21 does advise if flights are
cancelled, the airlines will extend future travel credit to Ms.. An email
was sent to the customer with full details of the in-house credit and how to
redeem. Unfortunately we are unable to issue a refund due
to the information provided.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 10, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On January 13 I booked an all inclusive vacation to Mexico through AARP Expedia. Because of COVID-19 concerns we decided to cancel the trip. On April 13 I contacted Expedia to cancel the trip and it was confirmed to me that I would receive a travel credit for the flight and a 100% refund for the hotel. After hearing nothing from either the airline or Expedia for nearly 2 weeks I first contacted *** Airlines directly. I was told that the flight had indeed been cancelled but there had been no request for a travel credit. Within 60 seconds, while I was still on the phone with the airline's agent, I received the travel certificate by email. Why didn't Expedia request the travel certificate?? I next tried to contact Expedia by phone to find out the status of my refund; I was unable to talk to a live voice but their automated answering service confirmed that my trip had been cancelled and that I should expect a refund in 30 days ... not 7 days. I find it unconscionable that Expedia, which has just agreed to a $1.2 billion ... that's BILLION ... infusion of capital by the sale of a portion of its equity, to withhold valid refunds for 30 days in a time when its customers have lost their jobs, have lost their income, have families to feed, have rent and mortgages to pay, and have bills to pay. There is no excuse for this delay. I have used Expedia for many years to book trips and vacations, but I will certainly think twice before booking my next trip(s).
Expedia.com Response
• Jun 08, 2020
June 8, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: AARP Travel Center # ***Dear Revdex.com, Thank you for taking the time to contact AARP Travel Center regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. AARP Travel Center is responding to
the consumer complaint from *** (Revdex.com case number *** regarding a packaged reservation. Our records reflect a round-trip fare with *** Airlines
departing Cleveland,
OH to Cancun, Quintana Roo, Mexico on August 12, 2020, and returning August 19,
2020 for two adults. And a seven night stay at the *** All Inclusive -
Adults Only in a *** We
understand Mr. is requesting a refund.On April
22, *** airlines cancelled flight operations to the outbound and inbound
flights without providing alternative options. The cancellation allows for
refunds using ***’s flex policy for Covid-19. When future travel credit is given,
the customer can use the credit by calling directly to AARP Travel Center to re-issue
new tickets. However on April 23, *** airlines process a full refund for the
tickets. On April
13, the refund for the hotel was initiated for $2713.67 and processed by AARP
Travel Center on April 28. The refund is now in process through the customers
credit card company. We apologize for delays in refunds as time-frames have
been delayed due to the unprecedented volume of travel disruption following the
Covid-19 pandemic.No further
action has been taken as Mr.’s
request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 08, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I bought a round trip ticket for my Mom using Expedia .My Mom showed up and checked -in for outbound trip from Manila to Australia on March 8,2020 but was halted at the immigration officer entry due to lack of clearance certificate for having stayed more than 6 months in the Philippines.We then have to retrieve her luggage and was told by *** rep that she can book the flight with them . After she got the clearance certificate , she went back to rebook w/ *** and it was then that they told her that they could not do it because it was booked thru Expedia .We tried contacting Expedia but can't go through.We ended up getting a new one way trip for her via PAL so she can catch up for our cruise the next 2 days .Then , our cruise was cut short because of travel ban in New Zealand and so we just turn around to go back to Sydney. We contacted Expedia then to cancel the flight from Australia to Manila because of the travel ban and we have to fly directly to US on March 21, 2020.We can't reach this company by phone and we resorted to sending emails .They even send a *** survey to see if Expedia resolved our problem w/c we replied that nothing was ever resolved. In essence , my Mom was not able to use that ticket at all .Now , Expedia is saying that they could not even give a partial refund because the Airline is saying she's a no show . It's not our fault that Expedia didn't inform the airline that we request to cancel the flight for March 23,2020 .We could not cancel it directly with *** because it says in their instruction that if booking was done by a third party , then we have to contact Expedia .It's really very frustrating and we kept communicating with them until this past week and they kept telling us that the *** Airline is refusing to issue a refund .We did cancel that flight and it's between Expedia and *** to settle this miscommunication .We don't want these travel bans but this is something beyond our control. Booking# *** thank you
Expedia.com Response
• May 27, 2020
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airways departing Manila,
Philippines to Sydney, NSW, Australia on March 8, 2020, and returning March 23,
2020 for one adult ticketed for ***. We understand Ms.
*** is requesting a refund for the unused return portion of the flight
due to travel bans following Covid-19. On March 8, 2020, the passenger was off boarded due to immigration papers
required for traveling to Sydney. On March 17, 2020, *** cancelled flight
operations for the inbound flight due to travel bans following the Covid-19
pandemic. *** has advised not to charge for a no-show fee, however did not
provide information whether we can process a refund for the return portion of
the ticket. The airlines has left the ticket status open, which may allow the
traveler to use future travel credit with *** for a later date using the
flex policy in place by the airlines without having to pay change fees, while
fare difference may apply. We have re-sent a request to *** via email asking whether they will allow a
refund for the return portion, or use the full value of the flights for future
use. An Expedia representative will contact Ms. via email or phone
when the airlines replies to the email. 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
• May 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
P.S. Expedia's response to our complaint in April 2020 just inform us of the refusal of *** to give us any refund on my Mom's ticket , nothing was mentioned about any other offers of future flight credit whatsoever .We would consider any other offer of compensation and will wait for the response from them as they had sent another email to *** .We hope that they will offer us a fair compensation as this occurrence is not beyond our control .Thank you !
motel ladysmith, bc didn't have heat on the room and there only towel. I didn't get right room and the host said she told about change of the and she ask me. The floors where so dirty. There was any kind of refund and expedia.com did not help me out. They took side of the owner word and said I was lying.
Expedia.com Response
• May 26, 2020
May 26, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night stay at the ***
*** Motel checking in on April 23, 2020 for two adults in a business room, one
queen bed, balcony, sea view. We
understand Mr. is requesting a refund for both nights of the stay due to
the condition and service of the hotel.We have
contacted The *** Motel and was advised Mr. did not address
his concerns about the towels, and cleanliness during the time of stay. The agent
had mentioned the customer claimed he requested a studio suite with a kitchenette
included, however the customer booked for a business room which does not
include a kitchenette. We were advised the hotel did not have a one queen bed for
Mr. during the time of check in, and instead he was checked into a
business room with two queen beds. We have advocated a refund request with the
hotel, unfortunately they have denied a refund.Expedia
has processed a refund of $50.00 CAD to the original form of payment for the service
he has received during the time of booking. We are unable to provide a full
refund for the reservation due to the information provided. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight through Expedia on *** Airlines. *** cancelled the flight. *** informed me I am entitled to a refund but must work through Expedia. I have been unable to contact Expedia despite repeated attempts via phone and email. ( I was able to get through this morning but the call disconnected). *** says they will confirm that I am entitled to a refund if Expedia will call *** at 855-*** I have chosen not to include the itinerary number as I believe this is personally identifiable information.
June 9, 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 *** Air departing Denver, CO
to McCook, NE, United States on March 12, 2020, and returning March 18, 2020
for one adult. We understand Ms. is
requesting a refund for the cancelled flight.On May 30,
Expedia initiated a refund for the ticket following the airlines policies. The
refund will be processed by *** air directly and may be delayed due to the
unprecedented volume of travel disruptions. No further
action taken as Ms.’s request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight to go back home and visit family in the ***s and it was canceled due to covid 19 out breaks here in usa and in ***s. Its not anyones fault in general. But Expidia want to give me credits for future flight. I want a full credit card refund. In my eyes if US is bailing out airlines and business, then why would I allow someone to offer me credits. Ill still have to pay the credit card for its service and expidia holds my money while this hard ship is hitting every americans pocket book. if I get a refund I could use this money to keep my family a float.
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 flight reservation. Our records reflect a round-trip fare with *** Airlines
departing San
Antonio, TX to Manila, ***s on May 16, 2020, and returning May 24, 2020
for one adult. We understand Ms. is
requesting a refund for the flights.***
Airlines has extended future travel credit to the customer. Ms. may
re-book new travel to be completed by November 30, 2020. Change fees will be
waived by waived by the airlines, while fare difference may apply. The customer
also has the option to convert the ticket value to an airline voucher valid for
one year with a 10% incentive. The request to convert the ticket into a voucher
must be made before November 30, 2020. When Ms. is ready to re-book new travel, she must call Expedia to re-issue new tickets. Expedia
has advocated a refund request with *** airlines, however refunds are
not a guarantee and subject to approval. An Expedia representative will contact
the customer directly when we receive an update from the airline.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
We purchased 3 round trip tickets to Italy leaving April 17,2020. All travel to Italy was cancelled. *** Airline contacted us to get our refund through Expedia. I contacted Expedia no less than 3 times, being placed on hold for over 3 hours total and have gotten no less than 3 different scenarios as to the refund. Which includes being hung up on after waiting for over an hour to speak to the right person. I was told they would contact me within 72 hours and have yet to receive a call back.
June 7, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Minneapolis,
MN to Rome, Italy on April 17, 2020, and returning April 25, 2020 for three
adults. We understand Ms. is requesting a refund due to cancelled flights.Starting
March 15, *** cancelled flight operations to the outbound and inbound
flights without providing alternative flight options making the tickets valid
for a full refund following the flex policies in place by the airline. Expedia
has initiated the refund on our end and will be processed by *** for
$1141.94 per passenger. Refund time-frame varies depending on the airline and
customers financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me as long as the “refund” they are talking about is getting back our money and the refund does not mean “tickets” to be used at a later date.
Sincerely
We booked a trip last year for a 7 week Mediterranean cruise with expedia. This also included round trip airfares. The airlines has cancelled our flight and said we would get a credit which has not happened yet. We still plan on going on that cruise, but now we are stuck using that same airlines and waiting around for a credit that may or may not come and now getting the ticket at much higher prices at the same airline. I have tried multiple times to call, email and do chat on their website but unless you are within 3 days of traveling, you cannot get a hold of anyone. I don’t want to spend another $1600 plus for more airlines ticket. I would like the airlines to refund the money but can’t go through them as I bought from expedia. I already had this happen to a trip I had at the end of May...the airline cancelled the flight and I had no recourse except to cancel the whole trip because I couldn’t get a hold of anyone. I hope that refund is coming. Bottom line, I want either the money returned in full or help rebooking my flights to Europe so I can make my cruise without paying even higher prices.
Case *** has been addressed by the business to satisfaction and the case is closed as resolved
*** Transcribed by Revdex.com
This is regarding my flight Tickets From Boston on 9 April 2020. As we all know because of COVID-19 all flights canceled since March 31 from Boston. I requested many time on phone/e-mail but Expedia not refunding my tickets money. As per Expedia I contacted to *** airways also but as per them only Expedia can refund as I booked my flights via Expedia. Now I am totally frustrated after so many calls but Expedia not refunding my tickets. Looking for your help in this.
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case
number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
Airways departing Boston, MA to Delhi, India on April 9, 2020, and returning
May 27, 2020 for one adult. We
understand Mr. is requesting a refund.On May 17,
Expedia initiated a refund for the ticket in the amount of $793.25 and will be processed
by *** Airways. Refunds may be delayed due to the unprecedented volume of requests
the airlines are receiving.No further
action taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My flight to Rome was canceled due to covid19. Expedia sent me a deceptive email asking if I was going to need to cancel my hotel. When I answered yes, they automatically issued me a travel voucher which I cannot use. Every attempt I have made to request a refund has been a fiasco of misinformation and holds and hangups. They not only charged me the one night deposit, but they charged the full cost which I was not supposed to pay until I stayed at the hotel.
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from ***
*** (Revdex.com case number *** regarding a hotel reservation. Our records reflect a three night stay at the ***
for two rooms . 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 sent emails to customers to
allow customers the option of cancelling their hotel reservation if they choose
to before the original check in date of the reservation due to the Covid-19
pandemic. Expedia notes that while the reservation is non-refundable as per the
terms and conditions of the booking, a coupon will be granted in place of a
refund. Ms. cancelled the reservation and opted to accept a coupon on
April 25.On
April 25, the coupon failed to be added to the customer’s account as a dispute
was filed against the charge. We have been notified by our transaction processing
department no refunds can be processed. The customer will have the option to
use the coupon after the charge-back process is complete and information. 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 15th, 2020 Due to the Covid-19 situation, my conference in Nashville, TN was cancelled, which prompted me to call expedia and cancel a hotel I had booked through them. They told me I had to go through the hotel, the hotel told me I had to deal with expedia. Therefore, I contacted paypal, whom I had paid through, and filed a dispute.
I continued to try and contact expdia, for which I finally got in contact with and I was told I would be receiving a refund. After 6 weeks of not receiving the refund I called expedia again. This was Saturday April 25. I was told someone from expedia would call me, they did not. I called expedia on Sunday April 26th, after two hours on hold, I was finally able to speak with someone (Rusti in corportate) Rusti informed me that my account was flagged and locked becuase I had filed a dispute with Paypal. They were concerned for fraud - of me trying to receive two refunds apparently, I forwarded expedia an email from paypal proving that I did not receive a refund.
She was unable to unlock my account and release the refund, I was told I'd have to call the next day. That is today, April 27, I have called 6 times because I continue to be disconnected. I have spend a total of 3.5 hours on hold and unable to be connected with corporate office. Paypal has reopened the case and is also investigating. They have forwarded an email to myself and to expedia showing I have NOT received a refund from Paypal.
I am unable to contact expedia to get my $1,619.02 refunded. I do not know what else to do. It's been 3 days, 14 hours and no one will take my call in the corporate office.
June 9, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding a refund for a
hotel reservation.
Our records indicate on March 9, 2020, Ms. *** or an authorized user of the Expedia account, self-booked a two hotel rooms at ***
*** Nashville Downtown, Nashville. One room for one night checking in on
March 15, 2020 and checking out on March 16, 2020. The second room was for five nights, checking
in on March 16, 2020 and checking out on March 21, 2020 via ***.
We can confirm on March 14, 2020, the customer called
and advised she was going to training
and its been cancelled due to COVID19 and request a refund for the
reservation. Our representative called
the hotel and they approved the waiver for the refund.
On April 26, 2020, the customer called and is
asking about the refund. Our
representative reviewed the account and the refund processing from March 14,
2020 failed.
On April
27, 2020, the customer called in asking
for a supervisor onset of the call saying the previous two representative she
spoke with hung up on her. The call was taken over and it was verified
the hotel gave a waiver. The customer
sent in a screenshot from PayPal advising that they weren't going to provide a
refund.
On May
12, 2020, the customer called in and inquired on refund. Our representative advised
due to dispute opened with bank. customer will need to follow up with PayPal on
status of dispute.
After
further review on June 9, 2020, Expedia has reviewed the detailed screenshot sent
in from Ms.. Expedia telephoned
Ms. and advised that the dispute she filed caused the process time to be
delayed. The detailed message advised
that she needs to contact our Customer Service Department at 877-227-7481 and reference case number ***, with
a valid card number and we will issue the refund of $1619.02.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only guaranteed
once the purchase has been completed and the tickets have been issued. Airlines
and other travel suppliers may change their prices without notice. We reserve
the right to cancel your booking if full payment is not received in a timely
fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of Expedia. Expedia is not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. Expedia has no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us the opportunity to address
the issue that was brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
While I appreciate the response from DiDi *** from the Corporate Correspondence Team at Expedia, it's the fourth such correspondence from expedia customer service department with the exact same response. I reject the response because her instructions are for me to call the customer service department to give credit card information in order to process the refund and this has already been done more than once. I've done what they've told me to do repeatedly and they are not honoring their promise to refund my cc
I've contacted the customer service department four times since first receiving the email from Laurie R., customer service specialist informing me to call with alternate c.c. information to process refund. I've called and emailed multiple times, and each time I call I get the same experience, customer service says they have to transfer me to "higher department", when I get a manager or supervisor, I have to retell the chain of events over and over again because apparently it's not written in my file. The manager then either takes my cc number and tells me that the billing department will send confirmation within 72 hours confirming refund, which never happens, or he/she will attempt to put me though to corporate. Twice I have been transferred to corporate only to be *** on hold for 35 min. and 40 min. respectively only to be disconnected the first time. The second call had me on hold for 28 minutes waiting for corporate. I was then told no one was available to help me so I'd have to wait for billing department to contact me, again.
I have been trying to resolve this since April 27th when I first called to inquire as to why my refund had not processed. I have spent hours on hold and have talked to well over fifteen agents. It is apparent that Expedia is intentionally misleading their customers waiting for their refunds. Their agent are clearly being given a script as to what to say and there is no intention to honor their promise to refund. They are leading me on, hanging up on me, and have clearly no intention of refunding me.
I am out of work due to the business shut downs and government orders... I cannot afford to loose this money owed to me. I don't know what else to do. I can join one of the many class action suits filed against Expedia or file my own claim, but that would cost money and no doubt not get resolved. I just want expedia to do the right thing and refund my money, I am praying you can help
Sincerely
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I filed a complaint with you in May regarding an incident with expedia form March 2020 - Original Complaint ID #*** I am very appreciative of the help you gave me, as expedia did respond. After a bit of difficulty getting someone from expedia on the phone, I spoke with a woman named DeDe *** who took my credit card information on June 7, 2020 and promised that the refund they promised me in march would finally be processed. I didn't respond to the Revdex.com follow up email asking if my complaint was finally resolved because I was waiting to see if my refund came through. I have waited over a month and I still haven't received the promised refund. Expedia is intentionally leading people on and I am being lied to over and over again. Expedia promised me my $1,600 refund four months ago and has continually broken that promise.
Desired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I would like a refund, and I would like Expedia to transfer the funds into my bank immediately, I have been lied to for four months and promised a refund four times and have yet to see my credit card be refunded.
July 18, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint
regarding a refund. We understand that Ms. is requesting that Expedia issue a refund
for the hotel reservation. Expedia verified the last Revdex.com complaint
was responded to on June 20, 2020, after speaking with Ms.. Ms. gave VISA card ending *** that
she wanted the refunds to be applied to. The refunds were processed refund for $243.37 and $1375.65. She was advised it could take up to 30 days
before she sees them on her account, we emailed two refund receipts to the
email address on file. The refunds have been confirmed in our payment system as
being processed on June 20, 2020, transaction code *** appears for the refund of $1375.65 and transaction code *** appears for the refund
of $243.37. Ms. can use the transaction
codes to confirm with her financial institution. 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, Di-Di *** Corporate Correspondence Team
I booked *** hotel in San Jose del Cabo Mexico for May 14-17, 2020 through Expedia.com. The hotel is now closed due to COVID-19, so I cannot stay there. In trying to cancel through Expedia, I was told it was a non-refundable rate and I would not receive the $1094.18 I had paid. After two Expedia customer service agents cutting me off after I explained, I finally spoke with Travis who said it was up to *** to refund my money. I called *** Resorts which owns *** and spoke with Nora M who said my money would be refunded. Two days later I got an email from *** Resorts through the Expedia app confirming this. I called Expedia and spoke with Ben who called Nora M to confirm my refund. She did and then he said I should cancel online which I did while I was on the phone with him. After I cancelled, he would not confirm the refund and said he was referring it to another group within Expedia who would get back to me in four weeks. He gave me Complaint Case Number and said that's all he could do. I was purposefully misled by Expedia and still do not have any confirmation of a refund.
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. Our records reflect a three night stay at the ***
Resort by *** Resorts for two adults, checking in May 14 in an Ocean View
One Bedroom . We understand Ms. is
requesting a refund due to the travel restrictions following the Covid-19 pandemic.We have
advocated a refund request with *** Resorts who approved a refund without
penalty. Expedia has processed a refund in the amount of $1061.36 and the
reversal of 2,297 Expedia rewards points to the customers Expedia account. 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,Michae***Corporate Correspondence Team
Please refer to case # ***. When I purchased my vacation through Expedia in Dec 2019 I also purchased the Vacation Waiver for $102. This Vacation Waiver allows the consumer to make one change through the end of the trip. However, my airline was automatically cancelled by *** Airlines on April 26th 2020 and the hotel was also automatically cancelled by the *** in Las Vegas. I expected a full refund from Expedia but when I contacted Expedia on April 26, 2020I was told I would receive a refund for the trip with the exception of the Vacation Waiver. I asked to speak to a supervisor and I was put in contact Joey or Zoe from Corporate (apologize for incorrect spelling) and was told the Vacation Waiver is non-refundable even though it can no longer be used and no longer holds any value. This is unreasonable to charge a consumer $102 for a Vacation Waiver that no longer holds any value and no longer usable since the trip was cancelled by all vendors and out of my control. I am requesting a full refund from Expedia.
June 9, 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 vacation waiver. Our
records reflect an Expedia Vacation Waiver starting protection on May 21, 2020
for two travelers. We understand Mr.
*** is requesting a refund.Unfortunately the vacation waiver cannot be refunded in accordance
with the terms and conditions as follows: “You can cancel your Vacation Waiver for a full
refund within the first to occur of the following: (a) 15 days from the
purchase date; or (b) the start of your scheduled Trip”. Per the Terms and Conditions on the Vacation
Waiver, the amount paid for the Vacation Waiver remains non-refundable.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia sold me a Vacation Waiver that is NO longer usable and holds NO value. *** Airlines AUTOMATICALLY cancelled my flight on April 26th 2020 AND the hotel was also AUTOMATICALLY cancelled by the *** in Las Vegas - both due to COVID. I was not able to take this trip due to these circumstances. It is unreasonable for Expedia to charge a consumer $102 for a Vacation Waiver that NO longer holds any value whatsoever since the trip was cancelled by ALL vendors and completely out of my control. I am requesting a full refund from Expedia.
I made a flight booking (Itinerary # ***) through Expedia for travel in June 2020 . Airline cancelled the flight. However, neither the airline nor Expedia notified me that that the flight was cancelled. I found out when logging into Expedia portal in mid April. I contacted Expedia on 04/16/20 and spoke to supervisor named Vincent who called the airline and confirmed that airline will issue a full refund. I was told to wait 3 business days. I waited till 04/27/20 and called the airline first to check the status of refund who informed they have not received any request from Expedia. I contacted Expedia back on 04/27/20 and spoke to supervisor named Jason who said that the airline told him to send another email and wait for another 3 business days.
The airline public states on their websites that refund are allowed for my dates. Yet Expedia does not know how to process it. It is easier to reach the airline but they cannot help the ticket was booked through Expedia. Trying to reach Expedia is a headache because it is impossible to speak to an agent unless travel is within 72 hours. I have wasted hours trying to deal with this refund and yet nothing has happened. The consumer is the one suffering due to the refund being stuck.
June 8, 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 ***n Airlines
departing New
York, NY to Jeddah, *** on June 13, 2020, and returning July 8, 2020
for two adults and one child. We
understand Mr. is requesting a refund due to cancellation of the
flights.On April
13, *** Airlines cancelled operations to the outbound flight making the
ticket eligible for refund. On April 29, Expedia initiated a refund of $2096.10
following airlines policies. On May 4, Mr. or an authorized user of the
Expedia account called to ask why a partial refund was made. The Expedia representative
advised a partial refund was given due to certain taxes and fees collected by
the airline. The taxes collected were E3 and IO. We have sent an email to the
airlines to request the remaining amount returned to Mr. as we can no
longer initiate further refunds once the tickets have been refunded. When we
receive a reply from the airline, an Expedia representative will contact the customer
via email with updates. Refunds are not a guarantee and subject to airline
approval as Expedia follows the policies of the vendors. 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 airline would not speak directly to me because the ticket was booked through Expedia. DOT rules require a full refund when the airline cancels the flight. If the airline is not going to refund these fees, then Expedia is responsible for these because the flight was cancelled by the airline.
In addition, I have another trip with expedia (***) where I have the similar issue. Again, in this case, the airline cancelled the flight and only wants a voucher to be used by February 2021. How can a family with a school child travel during school year
Sincerely
June 13, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case #’s ***Dear
Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We regret to hear Mr. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns. As stated previously, Expedia
initiated a refund of $2096.10 on April 29 following the flex policy in place
provided by ***. The taxes collected by the airline was E3 and IO. Expedia
has sent an email to the airlines requesting the remaining amount be returned
to Mr.. Once a refund has been initiated by Expedia, we can no longer initiate
future refunds. An Expedia representative will contact the customer when the
airline replies to the request with any updates. Due to the unprecedented volume
of travel disruptions, the airline may require additional time to respond.The customer has mentioned a similar
issue regarding itinerary *** with *** Air. On June 3, *** Air
cancelled flight operations from Muscat, ***, to Hyderabad, India for travel on July 12.
On June 12, *** Airlines cancelled flight operations from Medina, ***
*** to Istanbul, Turkey for travel on July 4. *** air has mentioned all refund requests are to
be sent via email for evaluation. They will need to coordinate with each respective
operating carrier to request for a refund on behalf of the customer. An email
has been sent to *** air. An Expedia representative will contact Mr. when
we receive an update from the airline. Due to the unprecedented volume of travel disruptions, the airline may require additional time to respond.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I partially accept the response.
The issue with *** Air has been resolved as I just got an email from Expedia
that refund has been processed in full.
With reference to the ***
Air, I do not accept the response. I still have no response from Expedia. The flight
was cancelled by the airline, not the customer. Before the Expedia representative
processed this refund, they confirmed that it will be a full refund amount. Yet
they deducted the fees.
The claim that the airline
require additional time to respond is completely false. It is more than 7 weeks
since the cancellation and they cannot respond to an email does not make sense.
In fact, when I try to contact the airline customer service over phone, they
respond very quickly. However, I cannot ask them for the refund because Expedia
is the agent.
What is ironic is that the
*** Air flight was not covered by DOT or EU 261 regulations and yet they
provided a full refund, while the *** Air flight is covered by DOT
regulations and yet they are failing to provide a full refund.
If airline is not responding to Expedia requests, then Expedia
should provide credit for future hotel travel for the same amount.
For the hotel reservation *** on Feb 22-23 for 1 night, we have submitted the booking form for $211.28. We used the coupon for $200 and expected an extra to pay for $11.28. Yet, the system debited $184.82. We called their customer service and they also confirmed the total should be $211.28 and the tax included is $36.66. There were also problem in the breakfast which included in the booking. Expedia refunded the breakfast for $63 but wrongly calculated the remaining balance. The remaining from the card is $121.82 but we got $69.14 refund only. The total after deducting the breakfast should be $211.28-$63 which is $148.28. The extra part we paid in coupon we expect a coupon but it is also ok if expedia are not able to provide one.
May 27,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel. We understand *** is requesting a refund.***
*** booked two rooms for one night. The pricing displayed showed $130.16 for
the room rate and $27.33 for the Taxes and Fees, per room. He applied the
$200.00 coupon. A message displayed to advise that the coupon deducted $130.16.
The pricing was then displayed on the next page stating that the balance due
was $184.82. That amount was accepted, the credit card information was provided
and the customer clicked Continue Booking. The booking
did not complete because the credit card information provided the first time
needed to be corrected. When the pricing was displayed again some of it was
missing. No
information was located stating that breakfast would be included for free.
Hotels advise when they have breakfast available. Hotels are not required to
provide a free breakfast option.The terms
and conditions of the coupon stated that it would cover the base rate of a
room, but not the taxes and fees. The terms also stated that the coupon was good
for one use and if the entire value of the coupon was not used no additional credit
is provided. The $130.16 advised to be discounted with the coupon on the first
booking attempt was the correct discount amount.The
entire reservation had been refunded except for $51.98. As a courtesy we
refunded the $51.98. There is no longer any balance on the booking to be
refunded. 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,Denise SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Refund receipt shows that they refunded $27.33. There are still $24.65 left for refund. Moreover, the refund still did not posted to my credit card.
Also for what is even more important, they replied that the booking comes with no breakfast, but according to the email (attached the screenshot), it was included for free.
***All supporting documents redacted by Revdex.com***
Sincerely
July 12, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding the additional
comments from our customer. We are responding to complaint of *** (Revdex.com
case number ***).We reviewed the booking based on a courtesy refund being
offered to get the booking to a balance of $0.00. There was a balance of $24.65
that was still on the booking. Records show that multiple refunds previously attempted
may not have been accepted by the credit card company and were returned. We
processed the refund of the $24.65 on July 12, 2020. No further refunds are due
and no further refunds will be sent to the credit card company. The time frame
for posting is often within two weeks but varies based on the credit card
company.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,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
With all the invoice and evident being submitted to Revdex.com, we can conclude that the company
1. Charged the wrong price - backed by screen capture
2. Listed free breakfast but denial of service - backed by screen capture
3. Offered to refund half a hundred but only half is refunded - backed by invoice
4. Multiple lies to the Revdex.com saying all refunds have been done - backed by conversations and bank statements
5. Lied to Revdex.com saying refund was “rejected by the card company” - in fact the refund was not even being sent out
6. They did not apologise for such error in price and breakfast, big delay, bad attitude and lies
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
We booked a hotel thru Expedia to arrive a few days before our cruise which due to Covid19 had to cancel. We tried calling the hotel to cancel and were told we needed to cancel thru Expedia. We could not get thru since it was the height of of all of the cancellations due to Covid19. Our credit card company said Expedia refused because we did not call in time. We have documentation where we emailed stating we could not get thru. Our cruise has already reimbursed us along with our airline. We have recently sent a letter & docs to Expedia's headquarters in Seattle to their Corporate Secretary. It's pretty sad and very unprofessional when we have to go thru this to be reimbursed.
May 26,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel. We understand *** is requesting a refund.We were
unable to locate a hotel itinerary with the information provided. Please
provide the itinerary number and the email address it was booked with.Additional
information will be helpful too to ensure we can locate the booking, such as
the hotel name, date of check in and the name of the guest for check in. 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,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I already provided it.just delaying.
Sincerely
On January 23rd I purchased a trip to Barcelona from Boston scheduled to take place April 19-24 (Itin# ***. The trip included a stay at the *** Hotel in Barcelona (already refunded) with one way airfares on *** (Booking Ref ***) and *** Air (Reservation code: ***).
I have had multiple phone calls with both airlines and *** Packages. The airlines won't refund my money because they say I need to get the refund from Expedia (***). Expedia won't refund my money because they say the airline policy won't allow it.
I reached out to all above parties on Twitter, *** was the only one who responded saying they would not be able to refund my money - only Expedia would be able to do so. The airlines tell me to deal with Expedia...Expedia tells me to deal with the airlines. A significant amount of time has been spent trying to get in touch with the above parties. All parties have made it easy to get a refund "voucher", which is unacceptable because I won't be able to use it.
Amount of refund I am looking for:
***: $632.20 *** $789.50
Total: $1421.70
Many thanks for your assistance in this matter.
May 26, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: *** Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact *** 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.
*** is responding to the consumer complaint from Mrs. *** (Revdex.com case number *** regarding a package reservation.
Our records show on January 24, 2020, Mrs. or an authorized account user self-booked a package reservation on ***’s website under itinerary ***. Travel was with *** and ***, traveling from Boston, MA USA to Barcelona, Spain departing on April 19, 2020 and returning on April 24, 2020. The package included a hotel stay at, *** At *** Barcelona Sky, Barcelona, Spain for a check in on April 20, 2020 and a check out on April 24, 2020, for a total of $2,215.01. We understand Mrs. is seeking a refund for the flight, based on a claim that we are able to override the airlines ticket terms.
On March 29, 2020, Mrs.’s (flight) cancel form filled out directly on our website was processed, and travel credits were issued. On April 3, 2020, Mrs. used our website services to cancel the hotel and $793.31, was refunded, per the following rules:
Cancellations or changes made after 7:00 PM local hotel time, Sunday, April 19, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
On April 11, 2020, we verified ***’s ticket terms to determine Mrs.’s refund eligibility. Regrettably, *** advised the following restrictions, a refund is not permitted. A travel voucher is available until, December 31, 2020 or within the validity of the ticket. One rebooking fee will be waived, however, a difference in cost to rebook may be applied. We do not set ***’s policies and we must abide by our suppliers' ticket terms.
In addition, *** is the merchant of record (the entity that charged Mrs.’s credit card) for the departure flight. In regards to the *** flight, a voucher worth $632.20, can be used for a future flight at a later date. The voucher will remain valid until June 30, 2021. Moreover, *** is the merchant of record ( the entity that charged Mrs.’s credit card) for the return flight. Additionally, we are unable to override ***’s ticket policy.
On April 18, 2020, Mrs. contacted *** to request a full refund as opposed to the travel credits. We reviewed the updates provided to all consumers directly from each airlines website to determine a change to their Coronavirus flexibility policy. The terms and conditions per airline did not change regarding the travel credits vs a full refund. Therefore, we reiterated the policies as previously stated to Mrs..
Due to the extraordinary circumstances of the Coronavirus some airlines are providing travelers with cash refunds (only) if they’ve cancelled or significantly delayed their flight without an alternative option. At ***, we do follow the rules of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Furthermore, *** is the a third party-intermediary (the entity that assists in the distribution of travel products to travelers) we must follow the airlines directives.
See the flight cancellation policies, that were provided to Mrs., prior to her agreeing to book the package reservation:*** policy: Tickets are non-refundable, anytime charge, $300, for changes*** policy: Tickets are non-refundable, anytime charge, $275.00 for changes
We understand the unprecedented times, however we are unable to issue a refund for the flight reservation. *** has served Mrs. to the best of our ability as we are committed to serving the needs of our customers, while also maintaining the various policies of our travel suppliers. In order to use the travel credits separately we can we reached at the following number, 844-766-5451.
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 used Expedia to purchase 2 tickets to China on *** airlines, to attend our son’s graduation in Shanghai on 5/29. Our itinerary (Expedia #***; *** # ***) was for travel to China during 5/21/20-6/7/20. Cost was $1,763.90. On 3/22/20, received an e-mail from *** which stated: “Due to the novel coronavirus outbreak, your flight will be cancelled” and that we would be “able to claim a REFUND. Given that e-mail, I went onto Expedia to cancel my reservations and get my refund. On 4/10/20, I received an e-mail from Expedia indicating that it “wanted to let [me] know that it had “issued an airline CREDIT” (not REFUND) and that the “details” would be e-mailed to me in an e-mail “soon” (never arrived). Since it is impossible to get Expedia on the phone, on 4/15/20 I sent a letter to Expedia’s Dir. of Customer Experience, Ms. Liz G, asking for help getting our refund, that my son’s graduation had been canceled and we had no desire to travel to China. My letter referenced U.S. Dept. of Transportation directives that we were entitled to a prompt REFUND. Later on 4/15/20, I received a courteous e-mail from her informing that she had “sent [my] letter to the teams that are managing this and they will follow up with me”. The next day, 4/17/20, I received an e-mail from ECS which informed: “After checking again with ***, they have confirmed that for any booking where the terms and conditions indicated no refunds would be permitted”. Despite the FACT that *** earlier informed that we were entitled to a REFUND but that since I hadn’t bought the tickets directly from *** we I needed to contact Expedia re refund. Even though the e-mail admitted that: "“Last week, the U.S. Department of Transportation restated its policy requiring airlines to provide travelers with a cash refund if their flight has been cancelled or significantly delayed by the airline and the airline hasn’t covered them with an alternate flight.
June 9, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer
complaint from *** (Revdex.com case number ***)
regarding flight reservation. Our records reflect a round-trip *** departing Newark, NJ to Beijing,
China on May 21, 2020, and returning June 7, 2020 for two adults. We understand Mr. is requesting a refund for the
cancelled flights.On April
29, Expedia initiated the refund for $1763.90 and will be completed by ***
***. Refunds may be delayed due to the unprecedented refund requests the
airlines are receiving due to the Covid-19 pandemic. No further
action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
we were simply looking at hotel charges for a trip planned for this summer. the only way to move to the next screen to see the accurate charge was by providing a credit card. the screen stated we would have a chance to review the charge before submitting. however, it charged our credit card immediately!.We immediately called expedia the same day Mar 4, 2020 and were told by the representative that since we called within a few minutes we would not even see the charge and he had made a note that it was an error. To further ensure the error was fixed we sent an email to expedia as well.
However, when we received our credit card statement they did in fact charge us—which was never authorized.We disputed the charge of $3, 684.92 from expedia with our credit card company on March 30, 2020 as now with Covid, they will not take calls unless you are travelling within 10 days.
when expedia received the dispute they emailed us to ask if we put in this dispute. we replied. they did not even acknowledge the reply or ask us for details...they simply cancelled the hotel and have told the credit card company that the charge is legitimate~!!!! what a scam. No one has bothered to correct this from expedia. we expect our $3, 684.92 refunded plus our member points put back in our account.
June 9, 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 indicate on March 4, Ms. or an authorized user
of the Expedia account self-booked two rooms at the Hotel ***
*** checking in July 5, 2020, and checking out July 20, 2020 for
four adults. We understand Ms. is requesting a full refund stating she did not authorize the
booking.We have confirmed with our transaction processing team that two
disputes have been filed for the reservation. The first charge-back was denied
while the second allowed a full refund for the itinerary. Ms. has since
been refunded in full for the $3,996.30 CAD as confirmed with our transaction
processing department.
No further action has been taken as Ms. request has been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia will not refund my travel related expenses. I requested a cancellation on March 12th, right when the travel ban was put into place. I was forced to cancel my trip due to COVID-19 and government restrictions on travel in both Europe and in the USA. I did not cancel based on my choice or free will. Expedia has refused to provide refunds, respond to emails, answer their phones, or work with me in anyway.
June 9, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint
DepartmentRe: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr.
is seeking a refund for $2137.12. Upon further research, we were unable to
locate an Expedia account or reservation related to the complaint. We respectfully request that you provide us
with the itinerary number of the booking and/or the email address used at the
time of booking. The requested
information will allow us to appropriately address your concerns.We thank you for allowing us the
opportunity to address the issues that were brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: I have pages upon pages of itineraries Expedia refuses to refund due to travel restrictions and COVID but this site will not let me submit. See first screenshot of account and travel itineraries. I have had an account with Expedia for 11 years under ***. Please refund all travel immediately.
Sincerely
June 19 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Ms. did not accept our response.
We are again responding to Mr. complaint
regarding refunds. We understand that Mr. questioned why his account information
could not be located. The Revdex.com complaint
did not mention the specific itineraries and only reference that he was
requesting a refund of $2137.12. The Revdex.com
complaint was returned and Expedia asked for more detailed information so that
we could retrieve the exact results of each itinerary in question. Mr.
replied and attached a statement with itinerary numbers.After further review Expedia confirms the
following:*** – per ***
Airlines a future travel credit of $185.80 is applicable per the cancellation
of the reservation on March 25, 2020. This reservation was a published fare and *** Airline was the merchant of record.
*** – ***, *** by *** advised that they
did not charge for the reservation as the reservation was not used. This was a pay later reservation, initially
the hotel would have taken a hold against the customer’s card and charged upon
arrival. The hotel advised they never
charged the guest and the hold should have fallen off. They advised they will
not be issuing a refund.
*** – *** is showing an exchange
was performed on February 28, 2020 for $360.68. The *** ticket is in a refund status and *** should be
issuing a refund of the exchange cost to the original *** card ending ***
(since the charge was charged by ***, the customer will need to contact
*** to get their time line for the refund) Emailed
was emailed to the email address on file advising of the cancellation and
flight credit equal to the original charge amount of $1338.59. This reservation
was a published fare and *** was the merchant of record.
*** - one night stay
at ***
Hotel *** for April 4, 2020. The pay now reservation was cancelled on March 12, 2020 and $114.80 was refunded. Expedia emailed a refund receipt June 19,
2020
*** - *** Hotel *** a pay later reservation and it was cancelled on March 9, 2020. The hotel would have taken a hold against the
customer’s card and charged upon arrival. Since the reservation was cancelled the charge would have fallen off.
*** - one night stay
at ***
Hotel *** for April 3,
2020. The pay now reservation was cancelled on February 28, 2020 and a
refund was processed for $135.29 to the original card that was charged. Expedia emailed a refund
receipt June 19, 2020
*** - one night
stay at Hotel *** was a pay later reservation for March 31, 2020. Reservation was cancelled on
March 12, 2020. The hotel would have
taken a hold against the customer’s card and charged upon arrival. Since the reservation was cancelled and refundable
the charge would have fallen off when it was cancelled
*** - one night stay
at ***
*** was a pay later reservation for March 31, 2020. Reservation was cancelled on
March 9, 2020. The hotel would have
taken a hold against the customer’s card and charged upon arrival. Since the reservation was cancelled and refundable
the charge would have fallen off when it was cancelled
*** – Expedia’s
account for the ***
reservation has no notes or documentation in regards to cancelling. The reservation was booked on January 12,
2020 and we emailed a confirmation itinerary. Our email advised the reservation
was booked as a low cost carrier and any changes or cancellation
would have to be done through ***.
The above listed itineraries consisted of “published fare” flight reservations,
multiple “pay now” hotel reservations, multiple “pay later” hotel reservations and a “low cost carrier” flight reservation. The published fares are charged by the airline,
airline advised of future travel credits. The pay now hotel reservations are charged by Expedia, Expedia has
emailed two refund receipts for the two applicable pay now hotel reservation
refunds. The pay later hotel reservations
are charged by the properties. The pay later hotel reservations were all
refundable and all cancelled prior to the check in date, the hold the hotel
took on your card would have been released when the reservation was
cancelled. With regard to the ***
(low cost carrier) Expedia advises that you must contact the low cost carriers
directly for any changes or cancellations.We thank you for allowing us the
opportunity to address the issues that were brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that Expedia will not refund reservations made even though they collected the money. The continuously redirect to other organizations, even thought the other organizations say to go through Expedia since that's where the travel was booked. The two refund receipts sent never were refunded to my bank account. I have concluded I will not seek resolution from this company and instead will go through arbitration.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
On February 17, I purchased three airplane tickets through Expedia.com for the price of $881, for the dates of April 9th through April 16th, including insurance in the event that something came up preventing my family and me from traveling. Starting March 17th, I made numerous attempts to cancel my arrangements on-line due to the Coronavirus pandemic. My request would not go through and according to the Expedia.com website, I was asked not to contact the company by phone until 72 prior to my departure date due to their high call volume.Meanwhile, I received multiple e-mails from the company *** regarding changes to my flight times. The e-mail instructed me to accept the changes or refuse them, if refused the communication stated that I would receive a call within 24 hours to discuss my options. I refused the changes considering I had been trying to cancel my flight arrangements.On March 31st, I received an e-mail stating that my arrangements qualified for free cancellation. I clicked on the link in the e-mail, filled out the form requesting to cancel my family’s trip. I repeated this action multiple times and received confirmation from the system that they were processing my request.
On April 8th, I received an e-mail stating from Expedia stating that they could not cancel my arrangements and instructed me to call their customer service team. On April 8th, I called Expedia and it was explained to me that the on-line cancellation request would not go through because I had refused the flight changes. The representative assured me that she would cancel my itinerary and also instructed me that if the call was lost, not to call back due to the high call volume and I would receive confirmation of the cancellation. I have since received multiple e-mail communications from Expedia stating that they could not honor my cancellation request because I took the trip, then confirming I did not take the trip but they could still not cancel after the fact.
June 8, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare
with *** Airways departing Boston, MA
to Dallas, TX on April 9, 2020, and returning April 16, 2020 for two adults and
one child. We understand Ms. is requesting a refund
due to cancellation of the flights.*** initiated multiple schedule changes
to the record. On April 4, they changed the inbound flight from April 16 to
April 17. The airline has since marked the record as used (flown) and is lost
value. We have advocated a refund request with ***, however the request
has been denied. We were advised that *** had made two attempts to contact
the customer to accommodate the passengers with new flights on April 2 and
April 8. Expedia does not show record of a call on
April 8 with an Expedia representative, however we have taken into
consideration the attempts Ms. had made to cancel the reservation before the
departure flight. While *** will no longer offer future travel credit,
Expedia will offer in-house credit in the full amount of the original total of
$824.40. The screen shot sent to us on April 21 does advise if flights are
cancelled, the airlines will extend future travel credit to Ms.. An email
was sent to the customer with full details of the in-house credit and how to
redeem. Unfortunately we are unable to issue a refund due
to the information provided.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On January 13 I booked an all inclusive vacation to Mexico through AARP Expedia. Because of COVID-19 concerns we decided to cancel the trip. On April 13 I contacted Expedia to cancel the trip and it was confirmed to me that I would receive a travel credit for the flight and a 100% refund for the hotel. After hearing nothing from either the airline or Expedia for nearly 2 weeks I first contacted *** Airlines directly. I was told that the flight had indeed been cancelled but there had been no request for a travel credit. Within 60 seconds, while I was still on the phone with the airline's agent, I received the travel certificate by email. Why didn't Expedia request the travel certificate?? I next tried to contact Expedia by phone to find out the status of my refund; I was unable to talk to a live voice but their automated answering service confirmed that my trip had been cancelled and that I should expect a refund in 30 days ... not 7 days. I find it unconscionable that Expedia, which has just agreed to a $1.2 billion ... that's BILLION ... infusion of capital by the sale of a portion of its equity, to withhold valid refunds for 30 days in a time when its customers have lost their jobs, have lost their income, have families to feed, have rent and mortgages to pay, and have bills to pay. There is no excuse for this delay. I have used Expedia for many years to book trips and vacations, but I will certainly think twice before booking my next trip(s).
June 8, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: AARP Travel Center # ***Dear Revdex.com, Thank you for taking the time to contact AARP Travel Center regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. AARP Travel Center is responding to
the consumer complaint from *** (Revdex.com case number *** regarding a packaged reservation. Our records reflect a round-trip fare with *** Airlines
departing Cleveland,
OH to Cancun, Quintana Roo, Mexico on August 12, 2020, and returning August 19,
2020 for two adults. And a seven night stay at the *** All Inclusive -
Adults Only in a *** We
understand Mr. is requesting a refund.On April
22, *** airlines cancelled flight operations to the outbound and inbound
flights without providing alternative options. The cancellation allows for
refunds using ***’s flex policy for Covid-19. When future travel credit is given,
the customer can use the credit by calling directly to AARP Travel Center to re-issue
new tickets. However on April 23, *** airlines process a full refund for the
tickets. On April
13, the refund for the hotel was initiated for $2713.67 and processed by AARP
Travel Center on April 28. The refund is now in process through the customers
credit card company. We apologize for delays in refunds as time-frames have
been delayed due to the unprecedented volume of travel disruption following the
Covid-19 pandemic.No further
action has been taken as Mr.’s
request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I bought a round trip ticket for my Mom using Expedia .My Mom showed up and checked -in for outbound trip from Manila to Australia on March 8,2020 but was halted at the immigration officer entry due to lack of clearance certificate for having stayed more than 6 months in the Philippines.We then have to retrieve her luggage and was told by *** rep that she can book the flight with them . After she got the clearance certificate , she went back to rebook w/ *** and it was then that they told her that they could not do it because it was booked thru Expedia .We tried contacting Expedia but can't go through.We ended up getting a new one way trip for her via PAL so she can catch up for our cruise the next 2 days .Then , our cruise was cut short because of travel ban in New Zealand and so we just turn around to go back to Sydney. We contacted Expedia then to cancel the flight from Australia to Manila because of the travel ban and we have to fly directly to US on March 21, 2020.We can't reach this company by phone and we resorted to sending emails .They even send a *** survey to see if Expedia resolved our problem w/c we replied that nothing was ever resolved. In essence , my Mom was not able to use that ticket at all .Now , Expedia is saying that they could not even give a partial refund because the Airline is saying she's a no show . It's not our fault that Expedia didn't inform the airline that we request to cancel the flight for March 23,2020 .We could not cancel it directly with *** because it says in their instruction that if booking was done by a third party , then we have to contact Expedia .It's really very frustrating and we kept communicating with them until this past week and they kept telling us that the *** Airline is refusing to issue a refund .We did cancel that flight and it's between Expedia and *** to settle this miscommunication .We don't want these travel bans but this is something beyond our control. Booking# *** thank you
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airways departing Manila,
Philippines to Sydney, NSW, Australia on March 8, 2020, and returning March 23,
2020 for one adult ticketed for ***. We understand Ms.
*** is requesting a refund for the unused return portion of the flight
due to travel bans following Covid-19. On March 8, 2020, the passenger was off boarded due to immigration papers
required for traveling to Sydney. On March 17, 2020, *** cancelled flight
operations for the inbound flight due to travel bans following the Covid-19
pandemic. *** has advised not to charge for a no-show fee, however did not
provide information whether we can process a refund for the return portion of
the ticket. The airlines has left the ticket status open, which may allow the
traveler to use future travel credit with *** for a later date using the
flex policy in place by the airlines without having to pay change fees, while
fare difference may apply. We have re-sent a request to *** via email asking whether they will allow a
refund for the return portion, or use the full value of the flights for future
use. An Expedia representative will contact Ms. via email or phone
when the airlines replies to the email. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Michael *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
P.S. Expedia's response to our complaint in April 2020 just inform us of the refusal of *** to give us any refund on my Mom's ticket , nothing was mentioned about any other offers of future flight credit whatsoever .We would consider any other offer of compensation and will wait for the response from them as they had sent another email to *** .We hope that they will offer us a fair compensation as this occurrence is not beyond our control .Thank you !
motel ladysmith, bc didn't have heat on the room and there only towel. I didn't get right room and the host said she told about change of the and she ask me. The floors where so dirty. There was any kind of refund and expedia.com did not help me out. They took side of the owner word and said I was lying.
May 26, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night stay at the ***
*** Motel checking in on April 23, 2020 for two adults in a business room, one
queen bed, balcony, sea view. We
understand Mr. is requesting a refund for both nights of the stay due to
the condition and service of the hotel.We have
contacted The *** Motel and was advised Mr. did not address
his concerns about the towels, and cleanliness during the time of stay. The agent
had mentioned the customer claimed he requested a studio suite with a kitchenette
included, however the customer booked for a business room which does not
include a kitchenette. We were advised the hotel did not have a one queen bed for
Mr. during the time of check in, and instead he was checked into a
business room with two queen beds. We have advocated a refund request with the
hotel, unfortunately they have denied a refund.Expedia
has processed a refund of $50.00 CAD to the original form of payment for the service
he has received during the time of booking. We are unable to provide a full
refund for the reservation due to the information provided. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team