My flight was cancel was cancel by the airline and I am seeking my refund of $852.04.
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 flight reservation.Our records reflect a round-trip fare with *** Airlines Group from Boston,
MA to Rio de Janeiro, Brazil on April 1, 2020, and returning April 12, 2020 for
one adult. We understand Mr. is
requesting a refund for the flights due to a cancellation following the
Covid-19 pandemic.On March 25,
2020, *** cancelled flight operations to the outbound portion. Unfortunately
*** is not offering refunds for the customers flight, however the airlines
policy allows to re-book for new travel to be completed by April 1, 2021. ***
will allow change of date, flight, or route when traveling from and to the
original destinations without fees or fare difference. If customer decides to
change the outbound and destination locations, *** will waive change fees,
while fare difference will apply. All flights are subject to availability when re-booking. Mr. may call Expedia when ready to re-book new travel and to
re-issue new tickets.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Mr. was looking for, but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 29, 2020
Complaint: ***
I am rejecting this response because: I Have not yet received my refund .
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 had a work related conference that was canceled due to covid. I have tried multiple times a week to reach a human being at expedia with no response. I recieved minimal flight vouchers and $0 refund on the $350 hotel portion. I have asked repeatedly for a refund and have gotten no response as to why I was not refunded any of my money.
Expedia.com Response
• May 25, 2020
May 25, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records show on March 2, 2020, Ms. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** and *** Airlines, traveling from Seattle, WA to Washington, DC departing on March 23, 2020 and returning on March 27, 2020. The package included a hotel with a stay at ***, Washington, DC for a check in on March 23, 2020, and a check out on March 27, 2020, for a total of $650.60. We understand Ms. is seeking a refund for the hotel portion of the reservation, based on the Coronavirus travel disruption. On March 16, 2020, Ms. utilized our website services, to cancel the *** Airlines flight reservation, which made the value of $138.40, eligible for a future travel credit. Then on April 1, 2020, Expedia processed the cancel application for the *** Airlines flight. The (cancel) application is listed on our website, we are able to confirm that Ms. completed that request. Therefore, Expedia issued Ms. a future travel credit for the value of $163.40, for the *** Airlines flight. On May 25, 2020, we reviewed *** Airlines Coronavirus flexibility policy on their website, validating that *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2020. Travel must commence within (12 months) from the original ticket issue date. In addition, on May 25, 2020, we reviewed *** Airlines Coronavirus flexibility policy on their website, validating that *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2020. These flexibility policies are based upon *** and *** Airlines non-refundable restrictions. Furthermore, Ms. may visit *** and *** Airlines website to review their credit terms valued at both $138.40 and $163.40, using the following addresses:https://www.***.com*** https://www.***Kindly note, that *** and *** Airlines are the merchants of record (the entities that charged Ms.’s credit card) for the flight on this itinerary. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the package reservation:*** Airlines cancellation policy: Tickets are nonrefundable*** Airlines cancellation policy: Tickets are nonrefundable*** cancellation policy: The room type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.NOTE: The Travel Credits are subjected to a possible cost difference at the time of use.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On May 25, 2020, we then advocated on Ms.’s behalf by contacting the *** to request a refund based on their non-refundable restrictions. The *** had a flexibility policy in place caused by the Coronavirus pandemic. Therefore, we were able to obtain the exception needed to process a refund of $348.80, for the cancelled hotel stay. Due to our current delays in processing refunds, back to a customer’s original form of payment. It may take up to 30 days, for Ms. to receive the refund. In conclusion, Expedia sent Ms. two emails with the option to use the future travel credits separately, however if should she need assistance in applying those credits towards a future flight she may contact Expedia at (877*** 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,Melanie ***Corporate Correspondence Team
My entire family flights were cancelled due to COVID-19 outbreak. Two separate itineraries: *** and ***.
Expedia was unable to provide us with details for re-booking for itinerary # *** , therefore we're seeking full refund for the amount of $532.00 Below is Expedia response for our inquiry:
"Here’s what we’re still working to find out:
• Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit."
For itinerary # *** we were reimbursed $242.60 per ticket instead of $313.10, we are short $282.00. Attempted to contact Expedia.com for several weeks but was unable to get in hold.
Expedia.com Response
• May 25, 2020
May 25, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple flight reservations.
Our records show on October 10, 2019, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with ***, traveling from Johannesburg, South Africa to Zanzibar, Tanzania departing on March 31, 2020, for a total of $1,252.40. We understand Mr. is seeking compensation from Expedia based on his inability to take each trip related to the Coronavirus pandemic.
Our records show on October 21, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** via ***, traveling from Johannesburg, South Africa to Cape Town, South Africa departing on March 23, 2020 and returning on March 25, 2020, for a total of $532.
On March 16, 2020, Mr. contacted Expedia to cancel the flight and to obtain a full refund due to the Coronavirus travel disruptions. Regrettably, *** did not have a flexibility policy available to waive their cancellation fees. Therefore, we provided Mr. with the total cost to cancel/process a refund for his flight reserved under itinerary ***. In accordance with, *** being the merchant of record (the entity that charged Mr.’s credit card) on that itinerary. It may take up to 10 weeks for Mr. to receive the refund of $970.40.
Between April 25, 2020 and May 18, 2020, Mr. contacted Expedia to obtain a refund for the ***, cancellation fee. However, the extraordinary circumstances of the Coronavirus has caused certain airlines to provide travelers with a cash refund (only) if their flight has been cancelled or significantly delayed by them without an alternative option. At Expedia, we do follow the rules of our suppliers, so any credit, refund or change is at the discretion of the travel supplier outside of their policies. Furthermore, Expedia is the entity that assists in the distribution of travel products to travelers, therefore, we must follow the airlines directives.
On March 18, 2020, Mr.’s cancel application was pulled directly from our website and processed, under itinerary ***. In addition, we contacted *** to request a full refund and additional information pertaining to the carriers ticket terms. Regrettably, *** advised the following restrictions, a cancellation is allowed in form of a travel voucher which can only be used at a later stage, a refund itself cannot be processed. 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 Mr.’s credit card) on that flight reservation.
See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book each flight reservation:
*** policy: Tickets are refundable, anytime charge, ZAR 1000.00, for cancellations*** cancellation policy: Tickets are non-refundable, anytime charge, ZAR 350.00, for changes
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On May 25, 2020, we sent a refund request via email to both *** and *** on behalf of Mr.. In regards to the unprecedented times we are unable to provide an exact date that either airline will respond to our refund inquiries. Once a response is received we will contact Mr. directly.
We have continued to serve Mr. 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. Due to the information provided above, we are unable to honor Mr.’s refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• May 26, 2020
Complaint: ***
Dear Mrs.
***,
Thank you for
taking the time to review Mr.’s request. Mr. greatly appreciates
the Expedia allowing him time to express his concerns in regards to airline
cancellations due to current COVID-19 situation.Mr.’s
records show that he has contacted Expedia three times between April 25, 2020
and May 20, 2020 about itinerary #***. Travel was with
*** via ***, traveling from Johannesburg, South Africa to Cape
Town, South Africa departing on March 23, 2020 and returning on March 25, 2020,
for a total of $532. After carefully reading your response Mr. found
several discrepancies:Flight was cancelled by the ***, not by Mr., due to countrywide lockdown which started on March 19, 2020. Therefore, normal cancellation policies stated in your response wouldn’t apply.Mr. contacted Expedia about itinerary #*** three times:4/30 - Mr. spoke with agent Raven and explicitly asked her to provide full refund for the flight cancelled by the airline. Agent Raven stated that *** has been contacted and there will be a follow up. 5/7 - Mr. contacted Expedia again about the same issue. Agent Alex explicitly told Mr. that Expedia “is having issues with this airline” and she (the agent) will do anything in her power to try getting a response. 5/20 - Mr. contacted Expedia for the third time about the same issue. Spoke with agents Freddy, Chris and Amy. They all seemed very confused about what was going on and were unable to confirm whether *** has ever been contacted. Agent Amy said that she will contact *** immediately. Agent Amy later stated that *** will eventually resume operations sometime in October, 2020 and Mr. will be able to re-book a flight with them after October, 2020. Agent Amy’s statement is completely opposite on your statement that “we contacted *** to request a full refund and additional information pertaining to the carriers ticket terms”. Mr. is unclear about whether *** has ever been contacted at all? Furthermore, you are saying that “Regrettably, *** advised the following restrictions, a cancellation is allowed in form of a travel voucher which can only be used at a later stage” but this later stage is not specified. How did Expedia obtained this information if you were unable to get in hold of them? Moreover Mr. contacted *** himself and was advised “contact the travel agency or booking portal where your ticket was purchased. *** does not change itineraries, reissue ticket or process any refunds. Your travel/online agent will process the rebooking/refund according fare rules.” In Mr.’s case if full refund is not allowed, he would like to use the travel voucher issues by the airline. In your statement it is also mentioned “a cancellation is allowed in form of a travel voucher which can only be used at a later stage” which is exactly what Mr. would like to do. Please advise!In regards to itinerary *** Mr. never received confirmation
about his request to obtain a waiver on the cancellation fee. Has the airline
been contacted?Due to the information provided above, Mr.
*** maintains his request to receive full refund of $814.00 for both itineraries.Best Regards
Expedia.com Response
• Jun 03, 2020
June 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple flight reservations.
We reviewed Mr. response, due to the voluntary cancel request, under itinerary ***. The airline *** stated that because the Coronavirus lock down did not occur until March 27, 2020. The flight reservation flew as originally scheduled according to ***, therefore, the airline advised that a full refund is not authorized. Between our recorded conversation history that transpired with Mr..
We consistently informed Mr., that *** permits either a travel voucher for the full ticket value or refund of $132, for the taxes. Although, we do understand Mr. dissatisfaction in receiving a credit vs a full refund. Expedia acts only as an agent for *** and *** products and we do not have any control over any airlines ticket terms.
On March 18, 2020, Mr. contacted Expedia to cancel the flight reservation booked under ***. Prior to canceling the *** flight we informed Mr. theirs no available airline waiver and should we proceed with the cancellation, fees will be applied. In addition, waiver eligibility is determined by ***. Furthermore, we cannot alter a process against a set of tickets once accepted/completed. Furthermore, Mr. agreed to the tickets terms and we proceeded forward with the cancel fees. We can confirm Mr. is scheduled to receive the refund of $970.40.
Between May 25, 2020 and June 3, 2020, we contacted both *** and *** to request a refund. The airline *** reiterated, that Mr. is eligible for a tax refund or a travel voucher. The terms of the travel voucher are, *** will allow the credit for rebooking until 21OCT2020 for travel latest 25MAR2021. A fare difference, if any may apply, however the pentaly fee will be waived. Regrettably, we didn’t receive a response from ***, we kindly recommend that Mr. contact *** directly at 1 (800) ***.
We are unable to process a refund for the penalty fees against a status of refunded. Additionally, Expedia is not the merchant of record on either flight reservation. Due to the information provided above, we are unable to honor Mr.’s refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Jun 05, 2020
Complaint: ***
I am rejecting this response because:
Dear Mrs.,
Thank you for your reply. Mr. regrets to hear that Expedia
is unable to process his request due to company’s inability to follow the
current COVID-19 guidelines approved by both US and South African Governments. Mrs.
*** also mentions that Mr. was offered response and/or resolution which is highly inaccurate
since there was no concrete resolution or final response provided as of
6/5/2020.Mr. would like to express his
concerns about the following:In your response you stated the following: “Under itinerary ***. The airline *** stated that because the Coronavirus lock down did not occur until March 27, 2020”. This statement is highly inaccurate – as mentioned earlier by Mr. in this official correspondence from US Embassy and Consulates in South Africa the lockdown was effective midnight on Thursday, March 26, 2020, for all of South Africa (https://za.usembassy.gov/message-to-american-citizens-regarding-national-lockdown-march-23-2020/). Additionally, South African President Ramaphosa announced that all international travelers arriving from high-risk countries including the United States, after March 9 will be confined to their hotels until the end of their 14-day quarantine. Since Mr.’s family was scheduled to arrive in South Africa on 3/20/20 from the US and with the current (back then) 14-day quarantine confinement, it would be absolutely impossible for Mr.’s family to be on *** Airline flight which according to your statement took place on 3/23/20. The full text of the speech can be found here: http://www.thepresidency.gov.za/speeches/statement-president-cyril-ramaphosa-escalation-measures-combat-covid-19-epidemic%2C-union.“We consistently informed Mr., that *** permits either a travel voucher for the full ticket value or refund of $132, for the taxes.” This statement is completely false in the section which talks about “refund of $132 for the taxes” – this is the first time Mr. is offered such option.Mr. was also never notified about the following: “Between May 25, 2020 and June 3, 2020, we contacted both *** and *** to request a refund. The airline *** reiterated, that Mr. is eligible for a tax refund or a travel voucher. The terms of the travel voucher are, *** will allow the credit for rebooking until 21OCT2020 for travel latest 25MAR2021.”. From this statement it is unclear if and when Mr. would be able to use his credits, therefore this credit becomes invalid due to its unavailability.With all that in mind Mr.
feels he has become a victim of unfair
business practices since the product he had purchased had not been
delivered. In this regard, Mr. insists on receiving a full refund for itinerary
# *** for the total amount of $532.00
I made a reservation in February to *** for May 14-19 Itinerary #***. Due to COVID-19, the resort has closed. I worked on contacting Expedia in March only to be told to call closer to my reservation date, for which I complied. I received an email from Expedia on 4/24/2020 offering a coupon for the same resort at a later date. I kindly explained to the agent that since the resort is closed, I would like to have my money refunded in the form of an Expedia coupon (not an ***-specific coupon) since I ultimately was sold a room that I cannot occupy. The customer service agent explained that Expedia had "already negotiated the return" with ***, and that is all I would be offered. I explained to the agent I would call at a later time. I then reviewed ***' COVID policy (***'s parent company), which states that all hotel rooms will be "fully refunded" if the hotel is closed due to COVID. I called Expedia once again, and spoke to Service Agents (Rocky and Mary) and explained to them that the previous Expedia Agents had provided misinformation. They led me to accepting the resort coupon by failing to present all my true refund options. Under basic contract law, services need to be rendered once they are paid for. I paid in full for a hotel room through Expedia, and the resort is closed so I cannot receive my services that were agreed upon. Once I explained this to Agents Rocky and Mary, I requested the information to file a complaint on the agent that provided the misinformation. Rocky and Mary explained they did not have that information available. Once again, this shows a true lack of awareness on the agents behalf of standard corporate policies and procedures. They proceeded to sound hesitant and I was put on hold for over 25 minutes (45 minute total call time) and then was hung up on.
Customer Response
• May 12, 2020
this is to inform you that the claim that was submitted on my behalf on 4/26/2020 in regards to Expedia.com has been resolved. I was informed on 5/8/2020 by Expedia via email that I would be given a full refund for my claim.
On March 2, 2020 I booked a non-refundable hotel room using Expedia before it was apparent there would be travel limitations due to COVID-19. The booking date was June 29, 2020 Expedia Itinerary number: ***
On April 25, 2020 I contacted the hotel directly to request cancellation & refund of the booking. The hotel indicated they are happy to refund the entire booking cost without any penalty but that the cancellation needed to be issued through Expedia. They indicated that Expedia could contact the hotel if there were any questions of fees or charges.
On April 25, 2020 I used the Expedia website to cancel the booking. Expedia does not permit within the online process a way to clarify or ask questions to the specifics of an individual cancellation. Similarly, phone calls to Expedia are directed to an automated system where you cannot get clarification of specifics. Given that the hotel had already indicated they would provide a full refund I elected to proceed with cancellation. It seems reasonable to me if Expedia gets the refund it should be passed on to me.
On April 25, 2020 I received an Email from Expedia indicated they would not give me a refund. Expedia provides no means of contact except automated systems so the issue cannot be resolved directly with them.
If the hotel is willing to refund the full cost of the hotel booking without penalty why is it Expedia thinks it can retain not just their fee but also the entire booking charge as they will surely seek the refund from the hotel?
Expedia should not gain a windfall at my financial disadvantage at a time when COVID-19 is already negatively impacting so many of our lives. This is just blatant profiteering and it's disgusting.
Expedia.com Response
• May 24, 2020
May 24,
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.Our
records indicate *** or a person authorized for the Expedia account, self-booked
a one night stay with the ***, for check in on June
29, 2020. It was nonrefundable. It was then canceled on April 25, 2020 via the
customer’s account. We have no records of contact prior to cancelation or since
then.The hotel
is currently closed due tot eh pandemic but is expected to re-open on June 1,
2020. We have contacted them via email to see if they may provide a waiver of
the penalty. If a waiver is provided we will pass it on to the customer.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
• Jun 02, 2020
I'm sorry but I do not agree with this complaint being closed.
The last response from the company was that they were awaiting a response from the hotel regarding the matter and I was waiting for that response to come to the business before accepting this businesses response.
I may have missed it but it was not made clear that if I did not respond to the matter in progress that it would be automatically closed without warning.
Please re-open this complaint as it is not concluded.
Kind Regards
Expedia.com Response
• Jun 08, 2020
June 7, 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. Expedia is responding to the consumer complaint, Revdex.com case
number ***.We previously advised that the hotel was closed due to the
pandemic at the time of our last response and we were waiting for them to reply
back via email. This was necessary because we had not received word that the
reservation was not used until after the stay was completed. We were required
to confirm the status of the reservation with the hotel as well as their
approval for the refund.A current review of the records shows the hotel reservation
was refunded in full on May 25, 2020 to the original form of payment. Refund
timing varies based on the processing time of the credit card company. An
automated refund receipt was emailed to the account holders email address on
file. The itinerary may also be viewed online with the itinerary number and
email address.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
• 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.
I don't agree with the account of events presented by the company as corroborated with the hotel staff however as I have now received the refund I prescribed as remedy I consider the matter closed.
I booked a trip to Jamicia in February for March 21,2020 due to Covid-19 I called and cancelled on March 15,2020 at 1:00am my call was not answered until 4:30am the woman on the phone said she cancelled my trip but little did I know she only cancelled my flight. I waited 30 days for my refund which never came. Called an agent who said I used the hotel which I claimed how did I get there swim!!! Since I cancelled my flight! I requested to speak to a supervisor who was very helpful who said I would have my money back in 10 days now it's 2 weeks and still no money .so I called today and was told my claim is in for April 11,2020 not my original claim and it will take up to a month for me to get my money!!!I lost my job due to Covid-19 and spoke to John a corporate Supervisor who had no compassion what so ever!!!Said it could take another two months are you kidding this is ridiculous they have no problem taking your money but to get it back is a real challenge!!!I have to use them again because I have $1250.00 *** Airlines credit with them!!!AFTER THAT NEVER AGAIN!!-!!
Like many others, reservation cancelled due to Coronavirus and hotel closing. Expedia promised a Refund but not received. Same complaint via other website reviews. Expedia will do everything they can to keep your money.
I first contacted Expedia on 3/23 via phone to request a refund for my canceled flight from Chicago to Dublin with *** airlines, as a credit wouldn’t suffice as a small business owner who won’t be able to travel for awhile with trying to recoup losses from the Covid closures. They agreed to a refund. We have spoke several times since via email and phone regarding the status of this refund. I have been told *** handles it and
To call them. I call *** and I’m told they never handle payment and Expedia is handling the refund. I was told by Expedia corporate on 4/10 that they tried to process a refund but refunds are turned off. They have disconnected calls, quit replying to emails and have yet to issue me my $755.46 refund or handle the situation appropriately. They’ve said that they would expedite the process under a case *** but never followed up. I have spent over 50 hours on hold or on the phone with different agents and they continue to transfer me, hang up, never call back, and never provide any answers. From the start, they never followed proper channels or cases to ensure that this refund they promised would occur.
Expedia.com Response
• May 24, 2020
May 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case
number ***) regarding her flight reservation. Our
records indicate that on May 12, 2019, the customer, or an authorized user of
the Expedia, self-booked a flight with *** Airlines for two passengers on the
Expedia Mobile Site, under itinerary ***. The roundtrip flight was from
Chicago, IL, USA, to Copenhagen, Denmark, departing on March 26, 2020, and
returning on March 31, 2020. Ms. paid $755.46 for the booking. We
understand the customer is requesting a full refund of the flight.Upon
review, in April 2020, we spoke with *** Airlines to obtain their authorization
for a refund, which they granted. However, when we attempted to process it on
our end, we found that the airline has closed the ability for travel agencies
to process refunds. We spoke with the airline again and were advised to send a
refund request for a process directly to the airline via email. We did as
instructed multiple times but haven’t received a response. On May
24, 2020, the airline provided us with a
new email address for refunds. On May 24, 2020, we sent a new refund request to
*** Airlines and are waiting for their response. We apologize for the inconvenience
and we want to assure Ms. that we are working tirelessly to have this
issue resolved as soon as possible. We will follow up with the customer as soon
as we hear from the airline, and in the meantime, we’ll keep her updated. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses, omissions,
delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Expedia charged me for flights I booked. Then the flight was cancelled. I did not cancel the flight. Per their website, you had to wait until 72 hours before your scheduled flight to contact them. I did and requested a refund verses the credit I was offered.Expedia told me Air ***'s policy is to offer a credit not refund. My credit card statement shows I was charged by expedia, not air ***. I spoke to Ike no last name and Romeo *** from the corporate office who asked for a screen shot of my statement. Romeo told me, another supervisor Sherri, was supposed to call me by 1pm pacific time on Wednesday April 22nd. I replied to the email requesting the screen shot and it has been radio silence ever since. No acknowledgement of my email, no response and as of today Friday April 24th, I am still awaiting on this call from Sherri.
Expedia.com Response
• May 24, 2020
May 24, 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 Atlanta, GA
to Athens, Greece on April 24, 2020, returning May 3, 2020 for two adults. We understand Ms. is requesting a
refund in lieu of future travel credit with Air ***.On April 2, 2020, the airlines
cancelled flight ***. Air *** has extended future travel credit for Ms.
*** to complete new travel by April 2, 2022. Upon re-booking, change fees will be waived by the airlines, while fare difference
may apply and any residual value of the ticket will be lost. When Ms.
is ready to re-book new travel she must call Expedia to re-issue new tickets.We understand that the customer is dissatisfied with receiving a credit
with an airline vs. a full refund. We’ve worked incredibly hard to work with
our partners to provide travelers with as much flexibility as possible due to
COVID-19, particularly for flights that are ordinarily non-refundable or limit
changes. We recognize that an airline credit may not be what Ms. was
looking for, but know that these are extraordinary circumstances that travel
partners are trying to work through and Expedia Group must follow the airline
policies.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
In January 2020 I booked a vacation to California using Expedia.com This vacation included airfare, hotel and car rental. It was paid in full through my credit card in February 2020. Due the Corona Virus pandemic, I was concerned about traveling and ta*** this vacation. Many things have been and continue to be cancelled that we intended to do on our vacation and there is an increased uncertainty in the world right now. So in April 2020, I began inquiring about what my reservations cancellation policy was, the refund policy and any other information about this trip. Expedia has posted notifications about these items on their website, however none applied to my trip, as the information was only for immediate weeks. Therefore, I would need to speak to a representative from Expedia to find out more information. I tried the online form, using the virtual travel agent on their website and the telephone. All were unsuccessful, as Expedia would only speak to customers with Itineraries in the next 10 days. This policy has been going on all month. I realize that the pandemic carries much uncertainty to the travel industry and the entertainment industry at this time. However, I should not have to wait until ten days prior to my trip to even speak to a representative from Expedia.com. There is current information about my trip stating that I would not be able to take this trip and information that allows me to make educated and informed decisions about the trip. I should be able to discuss this with Expedia.com. My goal is to be able to speak to a representative at Expedia.com in order to find out what my rights are based on my specific travel plans. I would like to inquire about a full refund as financial times are challenging right now and ta*** leisure vacations is not an option.
Expedia.com Response
• May 24, 2020
May 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, *** Dear Revdex.com, Thank you for ta*** the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation, as well as a stand-alone hotel reservation. Our records reflect a round-trip fare with *** Airways
departing New
York, NY to Los Angeles, CA on July 17, 2020, returning July 26, 2020 for three
adults. And an Economy 2/4Door car reservation with *** on
itinerary ***.
And a four night stay at the *** in a two Queen Bed, non Smo*** room for three adults on itinerary
*** We understand Ms. is requesting to
inquire on obtaining a full refund for both itineraries.On April
19, 2020, the car reservation with *** had been refunded in full
for $531.64 online by Ms., or someone with account access. Our records
also show that the flights with *** are now refunded by the airlines.On May 17, 2020, Ms. or someone with account access called
Expedia to inquire about a refund for the *** We advocated a refund request to the hotel via email. An update
informed that their Covid-19 cancellation policy only covers reservations up to
June 30th with no penalty. An email was sent to the customer on May 17 advising
to stay the reservation as it is, and to wait for the property to release a
possible update on Covid-19 flex policies. We recommend Ms. contact our
service desk closer to the check in date for further assistance with the refund
request.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Two-fold: my booking with Expedia (itinerary ----***) involved a flight (19-May,2020) and a hotel. The flight-company cancelled the flight from La Paz to Lima (and replaced it by a totally ridiculous alternative which I do not accept), and because of Corona (flights from Europe to Peru cancelled), I cannot use the hotel. The regular hotel rule is that if I cancel, there is no refund, but in the Corona case, the hotel is willing to accept such cancelling.. thus I should get full repayment from Expedia.
Overall, I insist to get full refund (for flight and hotel) and not a voucher for flight and a voucher for hotel (which is what Expedia offers on the website)
BUT.. despite 6-7 emails, Expedia is not replying to any !!
Expedia.com Response
• May 24, 2020
May 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a one-way fare with *** Airlines departing La
Paz, Bolivia to Lima, Peru on May 19, 2020 for one adult. And a
two night stay at the *** Hotel in a classic suite. We understand Mr. is requesting a refund due to the
Covid-19 pandemic.On March 27, 2020, *** changed the schedule of the flights
adding a stop in Bogota, Colombia. The change allows for a future
travel credit, or a refund. Mr. may complete new travel before October
30, 2020 with *** without any change fees or fare difference. If new dates
are not yet decided, the customer has the option to complete new travel by June
30, 2021 without change fees, while fare difference may apply. Expedia has advocated
a refund request with ***, however the request must be made by Mr.
through ***’s website by following: https://***
The airlines noted refund requests have an expected wait time of three months
due to the Covid-19 situation. Mr. may call Expedia if he would like to
utilize the future travel credit, or can apply for the refund online through
*** directly.The
hotel reservation was booked as non-refundable, however Expedia has advocated a
refund request with the *** Hotel, and was advised no penalty
will be charged. Expedia has processed a refund for $235.63. Refunds may take
up to 30 business days to reflect to the original form of payment. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia issued a credit for *** Air flight from Thailand to *** and on to our home in the US.
We do not want a credit. We want a cash refund. We were stranded in Thailand for two weeks and had to purchase other airline tickets to return to America.
Expedia.com Response
• Jun 05, 2020
June 5, 2020
Revdex.com Alaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mr.
***, Revdex.com
case number *** regarding a refund. We understand that Mr. would like a refund in place of
the credit he has been given.Our records indicate on July
27, 2019, Mr. or an
authorized user of the Expedia account self-booked two round trip flights on
*** Airline departing on January 28, 2020 from Portland, OR to Ko Samui, Thailand and returning on March 31,
2020, along with the Flight Protection Plan via ***.
We can confirm on April 21,
2020, the customer in to get the seats assigned. Our representative was unable to select the
seats online and called the airline. The
airline advised that the customer will get complimentary seat selection after
check in. The customer was advised, and
he stated he will call the airlines directly.
After
further review on June
5, 2020 – Expedia reviewed the details of the account and reservation, there
are no notes or documentation on the account in regard to the customer
inquiring on a refund for the return portion. Expedia reviewed *** Airlines record and can confirm ***
Airline unconfirmed the return flight on March 24, 2020. Expedia
emailed *** Airlines asking them for their policy in this situation. We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor a refund request. We thank you for allowing us the opportunity to address the issue that was
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
I reserved two hotel rooms through Expedia, due to the Corona Virus Epidemic the borders were closed and I was unable to travel. Expedia contacted me, I have two emails from Expedia informing me I would receive a full refund. Expedia won't honor their own emails and issued a voucher for the hotel I had booked for the next year.
Expedia.com Response
• May 26, 2020
May 25,
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 hotels. We understand *** is requesting a refund.***
*** or a person authorized for the Expedia account, booked two
itineraries. Both itineraries had hotel reservations, which had a rate that was
nonrefundable and with changes not allowed. Itinerary
*** had one night with the *** in ***, Mexico,
for check in on April 4, 2020. The hotel authorized a refund and it was
processed on March 22, 2020.Itinerary
*** had two rooms for one night with the ***, in Mexico
City, Mexico for check in on April 10, 2020. The hotel offered a credit that
can be used towards a future booking with them. The coupon is available in the customer’s
account. The information on the website advised that hotels may provide a
credit, or a refund in lieu of a credit, at their digression, where customers
request cancelation. In this case a credit was what could be 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,Denise ***Corporate Correspondence Team
I booked a reservation with Expedia for January 24th - January 26, 2020. The company contacted me and told me that I could not complete the reservation without a credit card. Therefore, I completed another reservation with the same company for the same days. Unfortunately, I was unable to make the trip and had to call and cancel the reservation. I called and canceled and they said they would refund my account. I never received a refund to my account, therefore I contacted my bank and they provided me a provisional credit. Now, the credit is going to be reversed because Expedia stated that they have a no refund policy and my bank encouraged me to contact Expedia. I contacted them and they stated that they canceled one reservation and never charged me for it. However, if thats the case this means I should have received a credit towards my bank if the first reservation didn't even go through because I didn't have a credit card. Even then if I am calling and telling you all I wont be able to make it and need to cancel why would you continue to hold me responsible for both reservations if they were exactly the same. This is extremely frustrating dealing with this and this happened over 3 months ago. I contacted Expedia customer service serval times and at no time did they mention I had two reservations until now and at no time was there ever a refund credited back towards my account. I never went to Atlanta and stayed with ***. I feel that the company is just trying to take my money and I will no longer use this booking agency because this does not make sense at all. Since day 1 of the booking there were issues. I would appreciate it if they go back and check their phone recordings so they see how much I have been trying to resolve this issue. I am tired of getting the run around.
Expedia.com Response
• May 25, 2020
May 25, 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 Ms. or someone with account access self-booked
a two night stay at the *** by ***, checking in
January 24 in a Luxury apartment, 1 king bed with sofa bed for four
adults. And the hotel protection with ***. We
understand Ms. is requesting a refund .On January
16 at 7:22 P.M, Ms. received an email confirming her hotel stay for
itinerary ***.
The email has been reviewed four times since receiving it, and was booked as
non-refundable in case of cancellation. Per documentation, Expedia was
contacted on January 18th to inquire on cancelling the hotel reservation
as Ms. acknowledged she would be working on the days the booking was confirmed
for. On January 19, an email was sent to Ms. advising the hotel had been
cancelled, and the property will not be charging a penalty.On January 17 at 8:44 A.M,
Ms. received an email confirming itinerary ***, which has
been reviewed a total of six times after receiving it. The reservation booked
is non-refundable if cancelled. We have advocated a refund request with the
hotel, unfortunately they have denied the request after making an exception for
itinerary ***. Based on the information provided, Expedia will not be able to
provide a refund for $268.59.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 25, 2020
Complaint: ***
I am rejecting this response because:
The business stated themselves that I said I had to work. Therefore, why would I want both reservations. I was unaware that there were two reservations to begin with. I was told the first reservation did not go through because I was using a debit card and I called about the matter and was told to make another. I never stayed there or traveled to Atlanta and all of this is completely frustrating. I will never work with either company since you all claim there is nothing you can do. I called and talked to several people with Expedia in regards to the matter and until now no one said anything about there being two reservations. I even bought a travels protection which guaranteed a refund. I received a cancellation email AFTER the so called email for the second reservation was sent out. My account was charged once therefore I thought this was for the single reservation NOT two.
Sincerely
On February 24, 2020, I made reservations for the *** in Worcester, *** for March 18, 2020 - March 20, 2020 Itinerary #*** and March 30, 2020 - March 31, 2020 Itinerary #*** to attend a conference. I purchased cancellation insurance with my reservations. In early March, I received notification from the organizers that the event was being cancelled due to the coronavirus. I immediately called Brian, the Sales Manager at the *** (telephone #***) that I was cancelling my reservations due to the coronavirus cancellation of the conference and he said that he would arrange for a full refund. I had expected to receive a reimbursement in the amount of $410.87 for the cancellation of my reservations, but when my refund had not been processed, I called Brian at the *** to let him know that my refund had not been processed. He said that he'd notified Expedia, but that I could call their customer service number. I called that number and waited for 8 hours one day with the phone speaker on and no one came onto the line. I called back Brian and he said that many customers experienced the same problem with Expedia and would finally give up trying for their refund. I do not want to give up especially in that I purchased the cancellation insurance. Hopefully you can prevail upon Expedia to process my refund. Thank you and I look forward to hearing from you.
Expedia.com Response
• Jun 06, 2020
June 6, 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 two rooms at the Holiday Inn
*** for two nights checking in March 18, 2020 on
itinerary ***. And one night checking on March 30, 2020 on
itinerary *** And Hotel
Booking Protection with Travel Guard for each itinerary. We understand Mr. is requesting a refund for both
itineraries due to the cancellation of his conference due to Covid-19.The room
types selected are non-refundable and cannot be cancelled without a penalty
equal to the full amount purchased. Expedia has advocated refunds for each room
and was approved for a full refund with no penalty imposed. We have
processed two separate refunds for $278.11 and $132.76 to the original form of
payment used. Refunds may take up to 30 business days to reflect due to the
unprecedented volume of travel disruption caused by the Covid-19 pandemic. Unfortunately
Expedia is unable to process a refund for the hotel booking protection per
Expedia Groups policy. 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 bought airline tickets through Expedia, from *** Airlines, *** is doing refunds to the cancelled flights and since I bought the tickets from Expedia I call to request this refund, after talking to a customer service associate on a chat for over 2 hours, he told me they dont have a way to refund and that I had to go directly to the airline, then I called the airline and they told me they cannot refund the money since I did not purchase the tickets from them directly, I try calling back to see if I can get someone to help me again in Expedia but they are blocking all and any way of communicating with an associate or agent.
Is in these times of trouble when you really can shine as a company with customer service and Expedia.com is choosing to do the exact opposite.
Never again will use their services and I will continue to fight until I get my refund.
Using Expedia.com, on 14 Jan 2020 I purchased TWO tickets with *** for $705 to fly Paris to Prague 5 April 2020. On 13 March 2020 *** cancelled our flight & did not offer an alternate flight, nor ANY other remuneration at that point in time. The email notice received said that we should contact the *** Service Desk. I repeatedly tried calling *** & got no answer or got a dropped call. On 14 March 2020, I filed a refund form on ***'s website. On 23 March I got a notice from Expedia, my agent, that *** had issued a travel voucher for our flight that expires 31 Dec 2020. This is worthless given pandemic situation & my 65 year age. On 25 March I got a message from *** that I must deal with *** though my agent. Given these two events I repeatedly tried to reach my agent, Expedia and once again, my calls were dropped. Finally, over a month later on 17 April 2020 I was able to reach Expedia and they said a voucher was what ***’s policy was for my cancelled flight and that the moneys paid would not be refunded. I escalated this matter TWICE with Expedia. European Union Law says under Regulation (EC) No 261/2004) that: “In the case of flight cancellation by the airlines (no matter what the cause is), Article 5 obliges the operating air carrier to offer the passenger’s the choice among: a) reimbursement (refund); b) re-routing at the earliest opportunity, or c) re-routing at a later date at the passenger’s convenience.” See: https://ec.europa.eu*** did not offer the possibility of a refund or a re-routing. As MY AGENT, Expedia should not just pass along their vendor policies to their customer, especially when the vendor is breaking EU Aviation Law. Expedia should go after ***lines and get my money refunded. They have broken their contract with me and are complicit in depriving me of my rightful refund
Expedia.com Response
• Jun 06, 2020
June 6, 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 one-way fare with ***lines departing Paris, France to Prague, Czech Republic on April 5,
2020 for two adults. We understand Ms. is requesting a
refund for the cancelled flights.On
March 13, ***lines cancelled flight operations. ***lines policy for
Covid-19 allows for future travel without change fees, while fare difference
may apply when new travel is re-booked on/before December 31, 2020. Changes must
be made 24 hours prior to the original departure. When Ms. is ready
to re-book new travel, she must call Expedia to re-issue new tickets. The application of the EU Air Passenger
Rights Regulation (Regulation 261/2004) to airlines’ refunds in these
exceptional circumstances is currently being discussed by the European
Commission and EU governments. Consequently, several EU governments have now
clarified that airline credit can be used for crisis situations such as
COVID-19. We expect further guidance shortly to help travelers, travel agents
and suppliers provide temporary measures, providing the necessary flexibility
for flight travelers to resume holiday plans when the crisis ends and the
customer may be able to travel.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
Although I continue to be totally dissatisfied with the lack of help I received from Expedia in getting my $705 refunded from ***lines, my credit card company, *** Bank, did give me a permanent $705 credit to my card.
I do not know if they did this as a customer concession or if they were able to get the money back from ***lines or Expedia.
DUE COVID-19, we were forced to cancel our trip to *** Hotel during April 1-6 in Cancun, MX. I have booked thru Expedia as the travel agency.
DUE COVID-19, we were forced to cancel our trip to *** Hotel during April 1-6 in Cancun, MX. Expedia is declining to refund the funds and only give credit to use at the hotel.
Itinerary #***
More than 5 hours on the phone and weeks trying to find a resolution in total with multiple Expedia representatives.
I have reached to the hotel directly but they stated that any type of resolution will have to come from them as they are the binding agency for this booking.
See attachments for reference.
Expedia.com Response
• Jun 06, 2020
June 6, 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 ***egarding a hotel reservation. Our records reflect a booking at the ***
*** All Inclusive in a standard room checking in April 1, 2020, and checking
out April 5 for two adults. We
understand Mr. is requesting a refund due to Covid-19.The room
type selected are non-refundable and cannot be changed without penalty equal to
the full amount paid. Per our records, the customers original request was to
cancel due to booking the incorrect reservation. On March 5, Expedia advocated
a refund request to the property and on March 18, the hotel replied stating they
will allow changes to the reservation at least seven days before arrival. On
March 27, the hotel emailed again stating normal policies of the reservation
will be applied, but allowing a change before arrival. On March 31, Expedia added a refund in the form of a coupon/voucher
for the full amount paid of $1,120.10 to Mr.’s account. The voucher will
expire May 23, 2021, and can only be used at the *** All Inclusive.
An email with full details has been sent to the customer on April 23. We understand that the
customer is dissatisfied with receiving a credit with the ***
*** All Inclusive vs. a full refund. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible due to
COVID-19. We recognize that a hotel credit may not be what Mr. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the policies of the reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
expedia has not replied to any of my inquires regarding 3 trips that have been canceled by airline & hotels. It's been 30 days since my first inquiry.
1/20 booked hotel in Palm Springs starting 3/20 Due to CDC recommendation and state shelter in place rules had to cancel. Hotel confirmed they are not charging for cancelations but needed to have Expedia initiate refund and they can contact hotel to verify. Hotel sent attached email. Called Expedia on 3/17 and they said they would confirm with hotel and get back to me in 24 hours. No response. 2/20 booked hotel in Paris for 5/4. Hotel canceled our reservation and was notified on 3/19 that we would be refunded. No refunded has been posted and cannot get a hold of expedia. 4/12 received notification that our flight on 5/1 to London had been canceled and a airline credit had been issued to use via Expedia on future travel. The dept of transportation has stated that canceled flights need to be refunded. Cannot get a hold of anyone at Expedia to address this concern. Chat feature does not work, phone lines will not accept our calls. meanwhile the charge is accruing interest on our credit card. Feel there needs to be a class action law suit against expedia for how horrible they've handled travel during this crisis. They were able to successfully update their automated phone lines to disconnect your call if your trip is not within 72 hours, however they cannot update their self-service portal so customers can help with their own trips.
Expedia.com Response
• Jun 06, 2020
June 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Mr. *** (Revdex.com case number ***) regarding itineraries *** Itinerary ***Our
records indicate that on February 27, 2020, the customer, or an authorized user
of the Expedia, self-booked a nonrefundable hotel reservation on Expedia’s website.
The booking was with ***, Paris, France, for May 4-5, 2020. We
understand the customer is requesting a full refund of $239.50 he paid for the
reservation due to COVID-19. Upon
review, the customer reached out to Expedia via chat on April 29, 2020, and
requested a refund of the hotel reservation. Due to the nonrefundable policy of
the booking, Expedia was required to request the hotel’s authorization before
issuing a refund. We weren’t able to reach the property and offered credit or
voucher with the hotel, but the customer declined the offer. On
May 1, 2020, the customer disputed the charge with his financial institution
and received a full refund of the booking. Itinerary ***Our
records indicate that on January 15, 2020, the customer, or an authorized user
of the Expedia, self-booked a nonrefundable hotel reservation on Expedia’s
website. The booking was with *** Palm Springs, CA, USA, for March 20-23,
2020. We understand the customer is requesting a full refund of $1,157.62 he
paid for the reservation due to COVID-19.Upon
review, the customer reached out to Expedia via phone on March 17, 2020, and
requested a refund of the hotel reservation; he advised the hotel had already
approved a refund. Due to the nonrefundable policy of the booking, Expedia was
required to have authorization from the hotel before issuing a refund. We
weren’t able to reach the property and advised the customer we’ll contact him
once we speak with the property. On May 29, 2020, the customer forwarded
Expedia an email from the hotel that stated the customer won’t be charged the
nonrefundable penalty. On May 30, 2020, Expedia issued a full refund of the
booking, however it failed, as our system received a notification from the
customer’s bank that the customer had previously disputed the charge and received
a full refund of the booking. Itinerary ***Our
records indicate that on February 25, 2020, the customer, or an authorized user
of the Expedia, self-booked a package on Expedia’s website. The booking
included a nonrefundable flight with *** from San Francisco, CA, USA,
to London, England, UK, departing on May 1, 2020, and returning on May 8, 2020,
and a refundable Standard Room at *** London, England.On
April 13, 2020, the customer self-cancelled the hotel portion of the booking
for a full refund. The flight portion was cancelled for a full credit with ***. In the
event, the customer wishes a refund instead of the credit, he will need to
contact *** directly as the airline has closed the ability for
travel agencies to process refunds during COVID-19. Please be advised, a refund
is not guaranteed and is up to the airline’s discretion. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
My flight was cancel was cancel by the airline and I am seeking my refund of $852.04.
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 flight reservation.Our records reflect a round-trip fare with *** Airlines Group from Boston,
MA to Rio de Janeiro, Brazil on April 1, 2020, and returning April 12, 2020 for
one adult. We understand Mr. is
requesting a refund for the flights due to a cancellation following the
Covid-19 pandemic.On March 25,
2020, *** cancelled flight operations to the outbound portion. Unfortunately
*** is not offering refunds for the customers flight, however the airlines
policy allows to re-book for new travel to be completed by April 1, 2021. ***
will allow change of date, flight, or route when traveling from and to the
original destinations without fees or fare difference. If customer decides to
change the outbound and destination locations, *** will waive change fees,
while fare difference will apply. All flights are subject to availability when re-booking. Mr. may call Expedia when ready to re-book new travel and to
re-issue new tickets.We understand that the customer is
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what Mr. was looking for, but
know that these are extraordinary circumstances that travel partners are trying
to work through and Expedia Group must follow the airline policies. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I Have not yet received my refund .
Sincerely
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
I had a work related conference that was canceled due to covid. I have tried multiple times a week to reach a human being at expedia with no response. I recieved minimal flight vouchers and $0 refund on the $350 hotel portion. I have asked repeatedly for a refund and have gotten no response as to why I was not refunded any of my money.
May 25, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records show on March 2, 2020, Ms. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** and *** Airlines, traveling from Seattle, WA to Washington, DC departing on March 23, 2020 and returning on March 27, 2020. The package included a hotel with a stay at ***, Washington, DC for a check in on March 23, 2020, and a check out on March 27, 2020, for a total of $650.60. We understand Ms. is seeking a refund for the hotel portion of the reservation, based on the Coronavirus travel disruption. On March 16, 2020, Ms. utilized our website services, to cancel the *** Airlines flight reservation, which made the value of $138.40, eligible for a future travel credit. Then on April 1, 2020, Expedia processed the cancel application for the *** Airlines flight. The (cancel) application is listed on our website, we are able to confirm that Ms. completed that request. Therefore, Expedia issued Ms. a future travel credit for the value of $163.40, for the *** Airlines flight. On May 25, 2020, we reviewed *** Airlines Coronavirus flexibility policy on their website, validating that *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2020. Travel must commence within (12 months) from the original ticket issue date. In addition, on May 25, 2020, we reviewed *** Airlines Coronavirus flexibility policy on their website, validating that *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2020. These flexibility policies are based upon *** and *** Airlines non-refundable restrictions. Furthermore, Ms. may visit *** and *** Airlines website to review their credit terms valued at both $138.40 and $163.40, using the following addresses:https://www.***.com*** https://www.***Kindly note, that *** and *** Airlines are the merchants of record (the entities that charged Ms.’s credit card) for the flight on this itinerary. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the package reservation:*** Airlines cancellation policy: Tickets are nonrefundable*** Airlines cancellation policy: Tickets are nonrefundable*** cancellation policy: The room type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.NOTE: The Travel Credits are subjected to a possible cost difference at the time of use.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On May 25, 2020, we then advocated on Ms.’s behalf by contacting the *** to request a refund based on their non-refundable restrictions. The *** had a flexibility policy in place caused by the Coronavirus pandemic. Therefore, we were able to obtain the exception needed to process a refund of $348.80, for the cancelled hotel stay. Due to our current delays in processing refunds, back to a customer’s original form of payment. It may take up to 30 days, for Ms. to receive the refund. In conclusion, Expedia sent Ms. two emails with the option to use the future travel credits separately, however if should she need assistance in applying those credits towards a future flight she may contact Expedia at (877*** 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,Melanie ***Corporate Correspondence Team
My entire family flights were cancelled due to COVID-19 outbreak. Two separate itineraries: *** and ***.
Expedia was unable to provide us with details for re-booking for itinerary # *** , therefore we're seeking full refund for the amount of $532.00 Below is Expedia response for our inquiry:
"Here’s what we’re still working to find out:
• Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit."
For itinerary # *** we were reimbursed $242.60 per ticket instead of $313.10, we are short $282.00. Attempted to contact Expedia.com for several weeks but was unable to get in hold.
May 25, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple flight reservations.
Our records show on October 10, 2019, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with ***, traveling from Johannesburg, South Africa to Zanzibar, Tanzania departing on March 31, 2020, for a total of $1,252.40. We understand Mr. is seeking compensation from Expedia based on his inability to take each trip related to the Coronavirus pandemic.
Our records show on October 21, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** via ***, traveling from Johannesburg, South Africa to Cape Town, South Africa departing on March 23, 2020 and returning on March 25, 2020, for a total of $532.
On March 16, 2020, Mr. contacted Expedia to cancel the flight and to obtain a full refund due to the Coronavirus travel disruptions. Regrettably, *** did not have a flexibility policy available to waive their cancellation fees. Therefore, we provided Mr. with the total cost to cancel/process a refund for his flight reserved under itinerary ***. In accordance with, *** being the merchant of record (the entity that charged Mr.’s credit card) on that itinerary. It may take up to 10 weeks for Mr. to receive the refund of $970.40.
Between April 25, 2020 and May 18, 2020, Mr. contacted Expedia to obtain a refund for the ***, cancellation fee. However, the extraordinary circumstances of the Coronavirus has caused certain airlines to provide travelers with a cash refund (only) if their flight has been cancelled or significantly delayed by them without an alternative option. At Expedia, we do follow the rules of our suppliers, so any credit, refund or change is at the discretion of the travel supplier outside of their policies. Furthermore, Expedia is the entity that assists in the distribution of travel products to travelers, therefore, we must follow the airlines directives.
On March 18, 2020, Mr.’s cancel application was pulled directly from our website and processed, under itinerary ***. In addition, we contacted *** to request a full refund and additional information pertaining to the carriers ticket terms. Regrettably, *** advised the following restrictions, a cancellation is allowed in form of a travel voucher which can only be used at a later stage, a refund itself cannot be processed. 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 Mr.’s credit card) on that flight reservation.
See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book each flight reservation:
*** policy: Tickets are refundable, anytime charge, ZAR 1000.00, for cancellations*** cancellation policy: Tickets are non-refundable, anytime charge, ZAR 350.00, for changes
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On May 25, 2020, we sent a refund request via email to both *** and *** on behalf of Mr.. In regards to the unprecedented times we are unable to provide an exact date that either airline will respond to our refund inquiries. Once a response is received we will contact Mr. directly.
We have continued to serve Mr. 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. Due to the information provided above, we are unable to honor Mr.’s refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
Dear Mrs.
***,
Thank you for
taking the time to review Mr.’s request. Mr. greatly appreciates
the Expedia allowing him time to express his concerns in regards to airline
cancellations due to current COVID-19 situation.Mr.’s
records show that he has contacted Expedia three times between April 25, 2020
and May 20, 2020 about itinerary #***. Travel was with
*** via ***, traveling from Johannesburg, South Africa to Cape
Town, South Africa departing on March 23, 2020 and returning on March 25, 2020,
for a total of $532. After carefully reading your response Mr. found
several discrepancies:Flight was cancelled by the ***, not by Mr., due to countrywide lockdown which started on March 19, 2020. Therefore, normal cancellation policies stated in your response wouldn’t apply.Mr. contacted Expedia about itinerary #*** three times:4/30 - Mr. spoke with agent Raven and explicitly asked her to provide full refund for the flight cancelled by the airline. Agent Raven stated that *** has been contacted and there will be a follow up. 5/7 - Mr. contacted Expedia again about the same issue. Agent Alex explicitly told Mr. that Expedia “is having issues with this airline” and she (the agent) will do anything in her power to try getting a response. 5/20 - Mr. contacted Expedia for the third time about the same issue. Spoke with agents Freddy, Chris and Amy. They all seemed very confused about what was going on and were unable to confirm whether *** has ever been contacted. Agent Amy said that she will contact *** immediately. Agent Amy later stated that *** will eventually resume operations sometime in October, 2020 and Mr. will be able to re-book a flight with them after October, 2020. Agent Amy’s statement is completely opposite on your statement that “we contacted *** to request a full refund and additional information pertaining to the carriers ticket terms”. Mr. is unclear about whether *** has ever been contacted at all? Furthermore, you are saying that “Regrettably, *** advised the following restrictions, a cancellation is allowed in form of a travel voucher which can only be used at a later stage” but this later stage is not specified. How did Expedia obtained this information if you were unable to get in hold of them? Moreover Mr. contacted *** himself and was advised “contact the travel agency or booking portal where your ticket was purchased. *** does not change itineraries, reissue ticket or process any refunds. Your travel/online agent will process the rebooking/refund according fare rules.” In Mr.’s case if full refund is not allowed, he would like to use the travel voucher issues by the airline. In your statement it is also mentioned “a cancellation is allowed in form of a travel voucher which can only be used at a later stage” which is exactly what Mr. would like to do. Please advise!In regards to itinerary *** Mr. never received confirmation
about his request to obtain a waiver on the cancellation fee. Has the airline
been contacted?Due to the information provided above, Mr.
*** maintains his request to receive full refund of $814.00 for both itineraries.Best Regards
June 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple flight reservations.
We reviewed Mr. response, due to the voluntary cancel request, under itinerary ***. The airline *** stated that because the Coronavirus lock down did not occur until March 27, 2020. The flight reservation flew as originally scheduled according to ***, therefore, the airline advised that a full refund is not authorized. Between our recorded conversation history that transpired with Mr..
We consistently informed Mr., that *** permits either a travel voucher for the full ticket value or refund of $132, for the taxes. Although, we do understand Mr. dissatisfaction in receiving a credit vs a full refund. Expedia acts only as an agent for *** and *** products and we do not have any control over any airlines ticket terms.
On March 18, 2020, Mr. contacted Expedia to cancel the flight reservation booked under ***. Prior to canceling the *** flight we informed Mr. theirs no available airline waiver and should we proceed with the cancellation, fees will be applied. In addition, waiver eligibility is determined by ***. Furthermore, we cannot alter a process against a set of tickets once accepted/completed. Furthermore, Mr. agreed to the tickets terms and we proceeded forward with the cancel fees. We can confirm Mr. is scheduled to receive the refund of $970.40.
Between May 25, 2020 and June 3, 2020, we contacted both *** and *** to request a refund. The airline *** reiterated, that Mr. is eligible for a tax refund or a travel voucher. The terms of the travel voucher are, *** will allow the credit for rebooking until 21OCT2020 for travel latest 25MAR2021. A fare difference, if any may apply, however the pentaly fee will be waived. Regrettably, we didn’t receive a response from ***, we kindly recommend that Mr. contact *** directly at 1 (800) ***.
We are unable to process a refund for the penalty fees against a status of refunded. Additionally, Expedia is not the merchant of record on either flight reservation. Due to the information provided above, we are unable to honor Mr.’s refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Dear Mrs.,
Thank you for your reply. Mr. regrets to hear that Expedia
is unable to process his request due to company’s inability to follow the
current COVID-19 guidelines approved by both US and South African Governments. Mrs.
*** also mentions that Mr. was offered response and/or resolution which is highly inaccurate
since there was no concrete resolution or final response provided as of
6/5/2020.Mr. would like to express his
concerns about the following:In your response you stated the following: “Under itinerary ***. The airline *** stated that because the Coronavirus lock down did not occur until March 27, 2020”. This statement is highly inaccurate – as mentioned earlier by Mr. in this official correspondence from US Embassy and Consulates in South Africa the lockdown was effective midnight on Thursday, March 26, 2020, for all of South Africa (https://za.usembassy.gov/message-to-american-citizens-regarding-national-lockdown-march-23-2020/). Additionally, South African President Ramaphosa announced that all international travelers arriving from high-risk countries including the United States, after March 9 will be confined to their hotels until the end of their 14-day quarantine. Since Mr.’s family was scheduled to arrive in South Africa on 3/20/20 from the US and with the current (back then) 14-day quarantine confinement, it would be absolutely impossible for Mr.’s family to be on *** Airline flight which according to your statement took place on 3/23/20. The full text of the speech can be found here: http://www.thepresidency.gov.za/speeches/statement-president-cyril-ramaphosa-escalation-measures-combat-covid-19-epidemic%2C-union.“We consistently informed Mr., that *** permits either a travel voucher for the full ticket value or refund of $132, for the taxes.” This statement is completely false in the section which talks about “refund of $132 for the taxes” – this is the first time Mr. is offered such option.Mr. was also never notified about the following: “Between May 25, 2020 and June 3, 2020, we contacted both *** and *** to request a refund. The airline *** reiterated, that Mr. is eligible for a tax refund or a travel voucher. The terms of the travel voucher are, *** will allow the credit for rebooking until 21OCT2020 for travel latest 25MAR2021.”. From this statement it is unclear if and when Mr. would be able to use his credits, therefore this credit becomes invalid due to its unavailability.With all that in mind Mr.
feels he has become a victim of unfair
business practices since the product he had purchased had not been
delivered. In this regard, Mr. insists on receiving a full refund for itinerary
# *** for the total amount of $532.00
Sincerely
I made a reservation in February to *** for May 14-19 Itinerary #***. Due to COVID-19, the resort has closed. I worked on contacting Expedia in March only to be told to call closer to my reservation date, for which I complied. I received an email from Expedia on 4/24/2020 offering a coupon for the same resort at a later date. I kindly explained to the agent that since the resort is closed, I would like to have my money refunded in the form of an Expedia coupon (not an ***-specific coupon) since I ultimately was sold a room that I cannot occupy. The customer service agent explained that Expedia had "already negotiated the return" with ***, and that is all I would be offered. I explained to the agent I would call at a later time. I then reviewed ***' COVID policy (***'s parent company), which states that all hotel rooms will be "fully refunded" if the hotel is closed due to COVID. I called Expedia once again, and spoke to Service Agents (Rocky and Mary) and explained to them that the previous Expedia Agents had provided misinformation. They led me to accepting the resort coupon by failing to present all my true refund options. Under basic contract law, services need to be rendered once they are paid for. I paid in full for a hotel room through Expedia, and the resort is closed so I cannot receive my services that were agreed upon. Once I explained this to Agents Rocky and Mary, I requested the information to file a complaint on the agent that provided the misinformation. Rocky and Mary explained they did not have that information available. Once again, this shows a true lack of awareness on the agents behalf of standard corporate policies and procedures. They proceeded to sound hesitant and I was put on hold for over 25 minutes (45 minute total call time) and then was hung up on.
this is to inform you that the claim that was submitted on my behalf on 4/26/2020 in regards to Expedia.com has been resolved. I was informed on 5/8/2020 by Expedia via email that I would be given a full refund for my claim.
--
On March 2, 2020 I booked a non-refundable hotel room using Expedia before it was apparent there would be travel limitations due to COVID-19. The booking date was June 29, 2020 Expedia Itinerary number: ***
On April 25, 2020 I contacted the hotel directly to request cancellation & refund of the booking. The hotel indicated they are happy to refund the entire booking cost without any penalty but that the cancellation needed to be issued through Expedia. They indicated that Expedia could contact the hotel if there were any questions of fees or charges.
On April 25, 2020 I used the Expedia website to cancel the booking. Expedia does not permit within the online process a way to clarify or ask questions to the specifics of an individual cancellation. Similarly, phone calls to Expedia are directed to an automated system where you cannot get clarification of specifics. Given that the hotel had already indicated they would provide a full refund I elected to proceed with cancellation. It seems reasonable to me if Expedia gets the refund it should be passed on to me.
On April 25, 2020 I received an Email from Expedia indicated they would not give me a refund. Expedia provides no means of contact except automated systems so the issue cannot be resolved directly with them.
If the hotel is willing to refund the full cost of the hotel booking without penalty why is it Expedia thinks it can retain not just their fee but also the entire booking charge as they will surely seek the refund from the hotel?
Expedia should not gain a windfall at my financial disadvantage at a time when COVID-19 is already negatively impacting so many of our lives. This is just blatant profiteering and it's disgusting.
May 24,
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.Our
records indicate *** or a person authorized for the Expedia account, self-booked
a one night stay with the ***, for check in on June
29, 2020. It was nonrefundable. It was then canceled on April 25, 2020 via the
customer’s account. We have no records of contact prior to cancelation or since
then.The hotel
is currently closed due tot eh pandemic but is expected to re-open on June 1,
2020. We have contacted them via email to see if they may provide a waiver of
the penalty. If a waiver is provided we will pass it on to the customer.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
I'm sorry but I do not agree with this complaint being closed.
The last response from the company was that they were awaiting a response from the hotel regarding the matter and I was waiting for that response to come to the business before accepting this businesses response.
I may have missed it but it was not made clear that if I did not respond to the matter in progress that it would be automatically closed without warning.
Please re-open this complaint as it is not concluded.
Kind Regards
June 7, 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. Expedia is responding to the consumer complaint, Revdex.com case
number ***.We previously advised that the hotel was closed due to the
pandemic at the time of our last response and we were waiting for them to reply
back via email. This was necessary because we had not received word that the
reservation was not used until after the stay was completed. We were required
to confirm the status of the reservation with the hotel as well as their
approval for the refund.A current review of the records shows the hotel reservation
was refunded in full on May 25, 2020 to the original form of payment. Refund
timing varies based on the processing time of the credit card company. An
automated refund receipt was emailed to the account holders email address on
file. The itinerary may also be viewed online with the itinerary number and
email address.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
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 don't agree with the account of events presented by the company as corroborated with the hotel staff however as I have now received the refund I prescribed as remedy I consider the matter closed.
Thank You
I booked a trip to Jamicia in February for March 21,2020 due to Covid-19 I called and cancelled on March 15,2020 at 1:00am my call was not answered until 4:30am the woman on the phone said she cancelled my trip but little did I know she only cancelled my flight. I waited 30 days for my refund which never came. Called an agent who said I used the hotel which I claimed how did I get there swim!!! Since I cancelled my flight! I requested to speak to a supervisor who was very helpful who said I would have my money back in 10 days now it's 2 weeks and still no money .so I called today and was told my claim is in for April 11,2020 not my original claim and it will take up to a month for me to get my money!!!I lost my job due to Covid-19 and spoke to John a corporate Supervisor who had no compassion what so ever!!!Said it could take another two months are you kidding this is ridiculous they have no problem taking your money but to get it back is a real challenge!!!I have to use them again because I have $1250.00 *** Airlines credit with them!!!AFTER THAT NEVER AGAIN!!-!!
Like many others, reservation cancelled due to Coronavirus and hotel closing. Expedia promised a Refund but not received. Same complaint via other website reviews. Expedia will do everything they can to keep your money.
I first contacted Expedia on 3/23 via phone to request a refund for my canceled flight from Chicago to Dublin with *** airlines, as a credit wouldn’t suffice as a small business owner who won’t be able to travel for awhile with trying to recoup losses from the Covid closures. They agreed to a refund. We have spoke several times since via email and phone regarding the status of this refund. I have been told *** handles it and
To call them. I call *** and I’m told they never handle payment and Expedia is handling the refund. I was told by Expedia corporate on 4/10 that they tried to process a refund but refunds are turned off. They have disconnected calls, quit replying to emails and have yet to issue me my $755.46 refund or handle the situation appropriately. They’ve said that they would expedite the process under a case *** but never followed up. I have spent over 50 hours on hold or on the phone with different agents and they continue to transfer me, hang up, never call back, and never provide any answers. From the start, they never followed proper channels or cases to ensure that this refund they promised would occur.
May 24, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case
number ***) regarding her flight reservation. Our
records indicate that on May 12, 2019, the customer, or an authorized user of
the Expedia, self-booked a flight with *** Airlines for two passengers on the
Expedia Mobile Site, under itinerary ***. The roundtrip flight was from
Chicago, IL, USA, to Copenhagen, Denmark, departing on March 26, 2020, and
returning on March 31, 2020. Ms. paid $755.46 for the booking. We
understand the customer is requesting a full refund of the flight.Upon
review, in April 2020, we spoke with *** Airlines to obtain their authorization
for a refund, which they granted. However, when we attempted to process it on
our end, we found that the airline has closed the ability for travel agencies
to process refunds. We spoke with the airline again and were advised to send a
refund request for a process directly to the airline via email. We did as
instructed multiple times but haven’t received a response. On May
24, 2020, the airline provided us with a
new email address for refunds. On May 24, 2020, we sent a new refund request to
*** Airlines and are waiting for their response. We apologize for the inconvenience
and we want to assure Ms. that we are working tirelessly to have this
issue resolved as soon as possible. We will follow up with the customer as soon
as we hear from the airline, and in the meantime, we’ll keep her updated. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses, omissions,
delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Expedia charged me for flights I booked. Then the flight was cancelled. I did not cancel the flight. Per their website, you had to wait until 72 hours before your scheduled flight to contact them. I did and requested a refund verses the credit I was offered.Expedia told me Air ***'s policy is to offer a credit not refund. My credit card statement shows I was charged by expedia, not air ***. I spoke to Ike no last name and Romeo *** from the corporate office who asked for a screen shot of my statement. Romeo told me, another supervisor Sherri, was supposed to call me by 1pm pacific time on Wednesday April 22nd. I replied to the email requesting the screen shot and it has been radio silence ever since. No acknowledgement of my email, no response and as of today Friday April 24th, I am still awaiting on this call from Sherri.
May 24, 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 Atlanta, GA
to Athens, Greece on April 24, 2020, returning May 3, 2020 for two adults. We understand Ms. is requesting a
refund in lieu of future travel credit with Air ***.On April 2, 2020, the airlines
cancelled flight ***. Air *** has extended future travel credit for Ms.
*** to complete new travel by April 2, 2022. Upon re-booking, change fees will be waived by the airlines, while fare difference
may apply and any residual value of the ticket will be lost. When Ms.
is ready to re-book new travel she must call Expedia to re-issue new tickets.We understand that the customer is dissatisfied with receiving a credit
with an airline vs. a full refund. We’ve worked incredibly hard to work with
our partners to provide travelers with as much flexibility as possible due to
COVID-19, particularly for flights that are ordinarily non-refundable or limit
changes. We recognize that an airline credit may not be what Ms. was
looking for, but know that these are extraordinary circumstances that travel
partners are trying to work through and Expedia Group must follow the airline
policies.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
In January 2020 I booked a vacation to California using Expedia.com This vacation included airfare, hotel and car rental. It was paid in full through my credit card in February 2020. Due the Corona Virus pandemic, I was concerned about traveling and ta*** this vacation. Many things have been and continue to be cancelled that we intended to do on our vacation and there is an increased uncertainty in the world right now. So in April 2020, I began inquiring about what my reservations cancellation policy was, the refund policy and any other information about this trip. Expedia has posted notifications about these items on their website, however none applied to my trip, as the information was only for immediate weeks. Therefore, I would need to speak to a representative from Expedia to find out more information. I tried the online form, using the virtual travel agent on their website and the telephone. All were unsuccessful, as Expedia would only speak to customers with Itineraries in the next 10 days. This policy has been going on all month. I realize that the pandemic carries much uncertainty to the travel industry and the entertainment industry at this time. However, I should not have to wait until ten days prior to my trip to even speak to a representative from Expedia.com. There is current information about my trip stating that I would not be able to take this trip and information that allows me to make educated and informed decisions about the trip. I should be able to discuss this with Expedia.com. My goal is to be able to speak to a representative at Expedia.com in order to find out what my rights are based on my specific travel plans. I would like to inquire about a full refund as financial times are challenging right now and ta*** leisure vacations is not an option.
May 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s ***, *** Dear Revdex.com, Thank you for ta*** the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation, as well as a stand-alone hotel reservation. Our records reflect a round-trip fare with *** Airways
departing New
York, NY to Los Angeles, CA on July 17, 2020, returning July 26, 2020 for three
adults. And an Economy 2/4Door car reservation with *** on
itinerary ***.
And a four night stay at the *** in a two Queen Bed, non Smo*** room for three adults on itinerary
*** We understand Ms. is requesting to
inquire on obtaining a full refund for both itineraries.On April
19, 2020, the car reservation with *** had been refunded in full
for $531.64 online by Ms., or someone with account access. Our records
also show that the flights with *** are now refunded by the airlines.On May 17, 2020, Ms. or someone with account access called
Expedia to inquire about a refund for the *** We advocated a refund request to the hotel via email. An update
informed that their Covid-19 cancellation policy only covers reservations up to
June 30th with no penalty. An email was sent to the customer on May 17 advising
to stay the reservation as it is, and to wait for the property to release a
possible update on Covid-19 flex policies. We recommend Ms. contact our
service desk closer to the check in date for further assistance with the refund
request.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Two-fold: my booking with Expedia (itinerary ----***) involved a flight (19-May,2020) and a hotel. The flight-company cancelled the flight from La Paz to Lima (and replaced it by a totally ridiculous alternative which I do not accept), and because of Corona (flights from Europe to Peru cancelled), I cannot use the hotel. The regular hotel rule is that if I cancel, there is no refund, but in the Corona case, the hotel is willing to accept such cancelling.. thus I should get full repayment from Expedia.
Overall, I insist to get full refund (for flight and hotel) and not a voucher for flight and a voucher for hotel (which is what Expedia offers on the website)
BUT.. despite 6-7 emails, Expedia is not replying to any !!
May 24, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a one-way fare with *** Airlines departing La
Paz, Bolivia to Lima, Peru on May 19, 2020 for one adult. And a
two night stay at the *** Hotel in a classic suite. We understand Mr. is requesting a refund due to the
Covid-19 pandemic.On March 27, 2020, *** changed the schedule of the flights
adding a stop in Bogota, Colombia. The change allows for a future
travel credit, or a refund. Mr. may complete new travel before October
30, 2020 with *** without any change fees or fare difference. If new dates
are not yet decided, the customer has the option to complete new travel by June
30, 2021 without change fees, while fare difference may apply. Expedia has advocated
a refund request with ***, however the request must be made by Mr.
through ***’s website by following: https://***
The airlines noted refund requests have an expected wait time of three months
due to the Covid-19 situation. Mr. may call Expedia if he would like to
utilize the future travel credit, or can apply for the refund online through
*** directly.The
hotel reservation was booked as non-refundable, however Expedia has advocated a
refund request with the *** Hotel, and was advised no penalty
will be charged. Expedia has processed a refund for $235.63. Refunds may take
up to 30 business days to reflect to the original form of payment. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia issued a credit for *** Air flight from Thailand to *** and on to our home in the US.
We do not want a credit. We want a cash refund. We were stranded in Thailand for two weeks and had to purchase other airline tickets to return to America.
June 5, 2020
Revdex.com Alaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mr.
***, Revdex.com
case number *** regarding a refund. We understand that Mr. would like a refund in place of
the credit he has been given.Our records indicate on July
27, 2019, Mr. or an
authorized user of the Expedia account self-booked two round trip flights on
*** Airline departing on January 28, 2020 from Portland, OR to Ko Samui, Thailand and returning on March 31,
2020, along with the Flight Protection Plan via ***.
We can confirm on April 21,
2020, the customer in to get the seats assigned. Our representative was unable to select the
seats online and called the airline. The
airline advised that the customer will get complimentary seat selection after
check in. The customer was advised, and
he stated he will call the airlines directly.
After
further review on June
5, 2020 – Expedia reviewed the details of the account and reservation, there
are no notes or documentation on the account in regard to the customer
inquiring on a refund for the return portion. Expedia reviewed *** Airlines record and can confirm ***
Airline unconfirmed the return flight on March 24, 2020. Expedia
emailed *** Airlines asking them for their policy in this situation. We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines, and is subject to the rules and restrictions of those
providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor a refund request. 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:
Sincerely
I reserved two hotel rooms through Expedia, due to the Corona Virus Epidemic the borders were closed and I was unable to travel. Expedia contacted me, I have two emails from Expedia informing me I would receive a full refund. Expedia won't honor their own emails and issued a voucher for the hotel I had booked for the next year.
May 25,
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 hotels. We understand *** is requesting a refund.***
*** or a person authorized for the Expedia account, booked two
itineraries. Both itineraries had hotel reservations, which had a rate that was
nonrefundable and with changes not allowed. Itinerary
*** had one night with the *** in ***, Mexico,
for check in on April 4, 2020. The hotel authorized a refund and it was
processed on March 22, 2020.Itinerary
*** had two rooms for one night with the ***, in Mexico
City, Mexico for check in on April 10, 2020. The hotel offered a credit that
can be used towards a future booking with them. The coupon is available in the customer’s
account. The information on the website advised that hotels may provide a
credit, or a refund in lieu of a credit, at their digression, where customers
request cancelation. In this case a credit was what could be 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,Denise ***Corporate Correspondence Team
I booked a reservation with Expedia for January 24th - January 26, 2020. The company contacted me and told me that I could not complete the reservation without a credit card. Therefore, I completed another reservation with the same company for the same days. Unfortunately, I was unable to make the trip and had to call and cancel the reservation. I called and canceled and they said they would refund my account. I never received a refund to my account, therefore I contacted my bank and they provided me a provisional credit. Now, the credit is going to be reversed because Expedia stated that they have a no refund policy and my bank encouraged me to contact Expedia. I contacted them and they stated that they canceled one reservation and never charged me for it. However, if thats the case this means I should have received a credit towards my bank if the first reservation didn't even go through because I didn't have a credit card. Even then if I am calling and telling you all I wont be able to make it and need to cancel why would you continue to hold me responsible for both reservations if they were exactly the same. This is extremely frustrating dealing with this and this happened over 3 months ago. I contacted Expedia customer service serval times and at no time did they mention I had two reservations until now and at no time was there ever a refund credited back towards my account. I never went to Atlanta and stayed with ***. I feel that the company is just trying to take my money and I will no longer use this booking agency because this does not make sense at all. Since day 1 of the booking there were issues. I would appreciate it if they go back and check their phone recordings so they see how much I have been trying to resolve this issue. I am tired of getting the run around.
May 25, 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 Ms. or someone with account access self-booked
a two night stay at the *** by ***, checking in
January 24 in a Luxury apartment, 1 king bed with sofa bed for four
adults. And the hotel protection with ***. We
understand Ms. is requesting a refund .On January
16 at 7:22 P.M, Ms. received an email confirming her hotel stay for
itinerary ***.
The email has been reviewed four times since receiving it, and was booked as
non-refundable in case of cancellation. Per documentation, Expedia was
contacted on January 18th to inquire on cancelling the hotel reservation
as Ms. acknowledged she would be working on the days the booking was confirmed
for. On January 19, an email was sent to Ms. advising the hotel had been
cancelled, and the property will not be charging a penalty.On January 17 at 8:44 A.M,
Ms. received an email confirming itinerary ***, which has
been reviewed a total of six times after receiving it. The reservation booked
is non-refundable if cancelled. We have advocated a refund request with the
hotel, unfortunately they have denied the request after making an exception for
itinerary ***. Based on the information provided, Expedia will not be able to
provide a refund for $268.59.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 business stated themselves that I said I had to work. Therefore, why would I want both reservations. I was unaware that there were two reservations to begin with. I was told the first reservation did not go through because I was using a debit card and I called about the matter and was told to make another. I never stayed there or traveled to Atlanta and all of this is completely frustrating. I will never work with either company since you all claim there is nothing you can do. I called and talked to several people with Expedia in regards to the matter and until now no one said anything about there being two reservations. I even bought a travels protection which guaranteed a refund. I received a cancellation email AFTER the so called email for the second reservation was sent out. My account was charged once therefore I thought this was for the single reservation NOT two.
Sincerely
On February 24, 2020, I made reservations for the *** in Worcester, *** for March 18, 2020 - March 20, 2020 Itinerary #*** and March 30, 2020 - March 31, 2020 Itinerary #*** to attend a conference. I purchased cancellation insurance with my reservations. In early March, I received notification from the organizers that the event was being cancelled due to the coronavirus. I immediately called Brian, the Sales Manager at the *** (telephone #***) that I was cancelling my reservations due to the coronavirus cancellation of the conference and he said that he would arrange for a full refund. I had expected to receive a reimbursement in the amount of $410.87 for the cancellation of my reservations, but when my refund had not been processed, I called Brian at the *** to let him know that my refund had not been processed. He said that he'd notified Expedia, but that I could call their customer service number. I called that number and waited for 8 hours one day with the phone speaker on and no one came onto the line. I called back Brian and he said that many customers experienced the same problem with Expedia and would finally give up trying for their refund. I do not want to give up especially in that I purchased the cancellation insurance. Hopefully you can prevail upon Expedia to process my refund. Thank you and I look forward to hearing from you.
June 6, 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 two rooms at the Holiday Inn
*** for two nights checking in March 18, 2020 on
itinerary ***. And one night checking on March 30, 2020 on
itinerary *** And Hotel
Booking Protection with Travel Guard for each itinerary. We understand Mr. is requesting a refund for both
itineraries due to the cancellation of his conference due to Covid-19.The room
types selected are non-refundable and cannot be cancelled without a penalty
equal to the full amount purchased. Expedia has advocated refunds for each room
and was approved for a full refund with no penalty imposed. We have
processed two separate refunds for $278.11 and $132.76 to the original form of
payment used. Refunds may take up to 30 business days to reflect due to the
unprecedented volume of travel disruption caused by the Covid-19 pandemic. Unfortunately
Expedia is unable to process a refund for the hotel booking protection per
Expedia Groups policy. 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 bought airline tickets through Expedia, from *** Airlines, *** is doing refunds to the cancelled flights and since I bought the tickets from Expedia I call to request this refund, after talking to a customer service associate on a chat for over 2 hours, he told me they dont have a way to refund and that I had to go directly to the airline, then I called the airline and they told me they cannot refund the money since I did not purchase the tickets from them directly, I try calling back to see if I can get someone to help me again in Expedia but they are blocking all and any way of communicating with an associate or agent.
Is in these times of trouble when you really can shine as a company with customer service and Expedia.com is choosing to do the exact opposite.
Never again will use their services and I will continue to fight until I get my refund.
Using Expedia.com, on 14 Jan 2020 I purchased TWO tickets with *** for $705 to fly Paris to Prague 5 April 2020. On 13 March 2020 *** cancelled our flight & did not offer an alternate flight, nor ANY other remuneration at that point in time. The email notice received said that we should contact the *** Service Desk. I repeatedly tried calling *** & got no answer or got a dropped call. On 14 March 2020, I filed a refund form on ***'s website. On 23 March I got a notice from Expedia, my agent, that *** had issued a travel voucher for our flight that expires 31 Dec 2020. This is worthless given pandemic situation & my 65 year age. On 25 March I got a message from *** that I must deal with *** though my agent. Given these two events I repeatedly tried to reach my agent, Expedia and once again, my calls were dropped. Finally, over a month later on 17 April 2020 I was able to reach Expedia and they said a voucher was what ***’s policy was for my cancelled flight and that the moneys paid would not be refunded. I escalated this matter TWICE with Expedia. European Union Law says under Regulation (EC) No 261/2004) that: “In the case of flight cancellation by the airlines (no matter what the cause is), Article 5 obliges the operating air carrier to offer the passenger’s the choice among: a) reimbursement (refund); b) re-routing at the earliest opportunity, or c) re-routing at a later date at the passenger’s convenience.” See: https://ec.europa.eu*** did not offer the possibility of a refund or a re-routing. As MY AGENT, Expedia should not just pass along their vendor policies to their customer, especially when the vendor is breaking EU Aviation Law. Expedia should go after ***lines and get my money refunded. They have broken their contract with me and are complicit in depriving me of my rightful refund
June 6, 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 one-way fare with ***lines departing Paris, France to Prague, Czech Republic on April 5,
2020 for two adults. We understand Ms. is requesting a
refund for the cancelled flights.On
March 13, ***lines cancelled flight operations. ***lines policy for
Covid-19 allows for future travel without change fees, while fare difference
may apply when new travel is re-booked on/before December 31, 2020. Changes must
be made 24 hours prior to the original departure. When Ms. is ready
to re-book new travel, she must call Expedia to re-issue new tickets. The application of the EU Air Passenger
Rights Regulation (Regulation 261/2004) to airlines’ refunds in these
exceptional circumstances is currently being discussed by the European
Commission and EU governments. Consequently, several EU governments have now
clarified that airline credit can be used for crisis situations such as
COVID-19. We expect further guidance shortly to help travelers, travel agents
and suppliers provide temporary measures, providing the necessary flexibility
for flight travelers to resume holiday plans when the crisis ends and the
customer may be able to travel.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
Although I continue to be totally dissatisfied with the lack of help I received from Expedia in getting my $705 refunded from ***lines, my credit card company, *** Bank, did give me a permanent $705 credit to my card.
I do not know if they did this as a customer concession or if they were able to get the money back from ***lines or Expedia.
***
***ATTACHMENT REDACTED BY Revdex.com
DUE COVID-19, we were forced to cancel our trip to *** Hotel during April 1-6 in Cancun, MX. I have booked thru Expedia as the travel agency.
DUE COVID-19, we were forced to cancel our trip to *** Hotel during April 1-6 in Cancun, MX. Expedia is declining to refund the funds and only give credit to use at the hotel.
Itinerary #***
More than 5 hours on the phone and weeks trying to find a resolution in total with multiple Expedia representatives.
I have reached to the hotel directly but they stated that any type of resolution will have to come from them as they are the binding agency for this booking.
See attachments for reference.
June 6, 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 ***egarding a hotel reservation. Our records reflect a booking at the ***
*** All Inclusive in a standard room checking in April 1, 2020, and checking
out April 5 for two adults. We
understand Mr. is requesting a refund due to Covid-19.The room
type selected are non-refundable and cannot be changed without penalty equal to
the full amount paid. Per our records, the customers original request was to
cancel due to booking the incorrect reservation. On March 5, Expedia advocated
a refund request to the property and on March 18, the hotel replied stating they
will allow changes to the reservation at least seven days before arrival. On
March 27, the hotel emailed again stating normal policies of the reservation
will be applied, but allowing a change before arrival. On March 31, Expedia added a refund in the form of a coupon/voucher
for the full amount paid of $1,120.10 to Mr.’s account. The voucher will
expire May 23, 2021, and can only be used at the *** All Inclusive.
An email with full details has been sent to the customer on April 23. We understand that the
customer is dissatisfied with receiving a credit with the ***
*** All Inclusive vs. a full refund. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible due to
COVID-19. We recognize that a hotel credit may not be what Mr. was looking for, but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow
the policies of the reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
expedia has not replied to any of my inquires regarding 3 trips that have been canceled by airline & hotels. It's been 30 days since my first inquiry.
1/20 booked hotel in Palm Springs starting 3/20 Due to CDC recommendation and state shelter in place rules had to cancel. Hotel confirmed they are not charging for cancelations but needed to have Expedia initiate refund and they can contact hotel to verify. Hotel sent attached email. Called Expedia on 3/17 and they said they would confirm with hotel and get back to me in 24 hours. No response. 2/20 booked hotel in Paris for 5/4. Hotel canceled our reservation and was notified on 3/19 that we would be refunded. No refunded has been posted and cannot get a hold of expedia. 4/12 received notification that our flight on 5/1 to London had been canceled and a airline credit had been issued to use via Expedia on future travel. The dept of transportation has stated that canceled flights need to be refunded. Cannot get a hold of anyone at Expedia to address this concern. Chat feature does not work, phone lines will not accept our calls. meanwhile the charge is accruing interest on our credit card. Feel there needs to be a class action law suit against expedia for how horrible they've handled travel during this crisis. They were able to successfully update their automated phone lines to disconnect your call if your trip is not within 72 hours, however they cannot update their self-service portal so customers can help with their own trips.
June 6, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Mr. *** (Revdex.com case number ***) regarding itineraries *** Itinerary ***Our
records indicate that on February 27, 2020, the customer, or an authorized user
of the Expedia, self-booked a nonrefundable hotel reservation on Expedia’s website.
The booking was with ***, Paris, France, for May 4-5, 2020. We
understand the customer is requesting a full refund of $239.50 he paid for the
reservation due to COVID-19. Upon
review, the customer reached out to Expedia via chat on April 29, 2020, and
requested a refund of the hotel reservation. Due to the nonrefundable policy of
the booking, Expedia was required to request the hotel’s authorization before
issuing a refund. We weren’t able to reach the property and offered credit or
voucher with the hotel, but the customer declined the offer. On
May 1, 2020, the customer disputed the charge with his financial institution
and received a full refund of the booking. Itinerary ***Our
records indicate that on January 15, 2020, the customer, or an authorized user
of the Expedia, self-booked a nonrefundable hotel reservation on Expedia’s
website. The booking was with *** Palm Springs, CA, USA, for March 20-23,
2020. We understand the customer is requesting a full refund of $1,157.62 he
paid for the reservation due to COVID-19.Upon
review, the customer reached out to Expedia via phone on March 17, 2020, and
requested a refund of the hotel reservation; he advised the hotel had already
approved a refund. Due to the nonrefundable policy of the booking, Expedia was
required to have authorization from the hotel before issuing a refund. We
weren’t able to reach the property and advised the customer we’ll contact him
once we speak with the property. On May 29, 2020, the customer forwarded
Expedia an email from the hotel that stated the customer won’t be charged the
nonrefundable penalty. On May 30, 2020, Expedia issued a full refund of the
booking, however it failed, as our system received a notification from the
customer’s bank that the customer had previously disputed the charge and received
a full refund of the booking. Itinerary ***Our
records indicate that on February 25, 2020, the customer, or an authorized user
of the Expedia, self-booked a package on Expedia’s website. The booking
included a nonrefundable flight with *** from San Francisco, CA, USA,
to London, England, UK, departing on May 1, 2020, and returning on May 8, 2020,
and a refundable Standard Room at *** London, England.On
April 13, 2020, the customer self-cancelled the hotel portion of the booking
for a full refund. The flight portion was cancelled for a full credit with ***. In the
event, the customer wishes a refund instead of the credit, he will need to
contact *** directly as the airline has closed the ability for
travel agencies to process refunds during COVID-19. Please be advised, a refund
is not guaranteed and is up to the airline’s discretion. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team