I booked two rooms through Expedia for the weekend of 5/29-5/31. The website advertised 24 hours cancellation for the *** Hotel in Biloxi, Ms. Due to covid and cancellation of my concert, I tried to cancel the booking on4/15/202, way ahead of our date. I could never get through to an agent.It was a recording that said my trip should be in 72 hours to cancel! I tried to cancel online and it said that I would be charged for one night per room. This is fraudulent as Expedia advertised 24 hr cancellation. I am disputing any charges placed on these two rooms, as this is out of my control, and I cannot get a response from Expedia on this issue!.
Expedia.com Response
• May 21, 2020
May 21, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. *** Bottom of Form Bottom of Form, Revdex.com case number *** regarding a refund. We understand that Ms. would like to cancel the reservation and receive a full refund.
Our records indicate on March 3, 2020, an Expedia agent booked *** for a two night stay at
*** Hotel, checking in on May 29, 2020 and checking out on May 31, 2020
via ***.After further review on May 18, 2020,
Expedia reviewed of the reservation and was able to confirm there have not been
any calls or complaints noted on the Expedia account in regards to the
reservation since it was created. Expedia
contacted the hotel and sent them an email asking if they will refund the
reservation in full if cancelled. Expedia reviewed the policy listed on the confirmation email and it
states, if the reservation is cancelled a one night penalty would apply. 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 do not own or operate any hotels, nor do we set any
cancellation or refund policies. We hope you understand that
we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing her
booking on our website, 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. In particular, 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 *** 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 your
request for a refund. 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
In January 2020 I booked a bday trip to Italy for my spouses Bday in March with Expidia. Unfortunately due to the COVID-19 the area was quarantined. We called *** and they told us they would refund in FULL our over $5000 hotels expenses. Fast-forward 60 days I got an email from *** that Expidia was contesting the refund and refuse to reimburce me due to the policy. We did not want to cancel our trip COVID-19 did it. I expect a full refund under the circumstances. They refuse to respund to me.
Expedia.com Response
• Jun 06, 2020
June 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number *** regarding his hotel reservation. We
understand the customer is requesting a refund of the booking.Upon research, we are unable to locate an itinerary associated with Mr.’s
complaint. We respectfully request that Mr. provides us with the
itinerary number he is referring to. The requested information will enable us
to appropriately address the customer’s concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana *** Corporate Correspondence Team
My wife and I booked our Spring Break trip through Expedia on Feb. 6, 2020. Itinerary # *** We planned a trip for March 20, 2020 - March 27, 2020 to Puerto Vallarta, Mexico. In addition, we purchased the Protection Plan through Travel Guard Insurance.
As the COVID-19 pandemic evolved we still waited until March 19, 2020 at 6:43 p.m. to cancel our trip. President Trump closed the Mexican borders on March 20, 2020 in the early morning hours. Therefore, if we would left on our trip, there was a chance of getting stuck in Mexico for several weeks.
Today is April 23, 2020 and our claim through Travel Guard Insurance hasn't been even reviewed or assigned a Claims Adjuster. Last week, I called Expedia and Travel Guard and was on hold for 2 1/2 hours and was then transferred to ***. The Representative of *** was absolutely no help and told me that I would need to prove the Mexican borders closed by providing a screenshot of an article. I was completely appalled at the request that I would be required to submit a screenshot of President Trump closing the borders. I've never received such horrible service. While I realize all companies are overwhelmed, it's RIDICULOUS to ask customers to submit this type of information when we all know what is happening. All I want is a refund or credit on my trip - that is why I purchased the travel insurance. VERY DISAPPOINTED on how this is being handled!!!!
Expedia.com Response
• Jun 07, 2020
June 7, 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 his package
reservation. We understand the customer is requesting a full refund of the
booking due to COVID-19 using his Travel Package Protection Plan with
Travelguard. Expedia is a third party and we don’t
have access to Travelguard claims. We cannot create a new claim nor can we view
or edit existing claims. The customer needs to continue communicating with
Travelguard directly in regards to his refund request. Travelguard will review Mr.
***’s claim and will inform the customer of a
resolution directly. 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
Bought tickets to Vegas for a trip that my son qualified to bowl in a national tournament the event was cancelled due to COVID19 and they will not work with me to get my money back, that was donations for this tournament. I purchased their insurance and they won't even help.
Expedia.com Response
• May 23, 2020
May 23, 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 March 9, 2020, the customer, or an authorized user of
the Expedia account, self-booked a roundtrip flight with *** for four
passengers on the Expedia’s mobile site, under itinerary ***. The
customer paid $1,971.20 for the flight and an additional $140.00 for a Travel
Protection Cancellation Plan with ***. We understand Ms. is
requesting a full refund of the flight.Per
the flight’s normal policy, it can be changed or cancelled for a $100.00 fee
per passenger for a travel credit with the airline. Due to ***’s most
recent COVID-19 travel advisory, change/cancellation fees can be waived and the
customer’s flight can be cancelled for a full credit with the airline. The airline doesn’t
allow refunds unless a flight was nonoperational or cancelled by the airline
without alternative options. The customer's flight isn’t eligible for a refund. Before
we cancel the flight, we require the customer’s authorization to proceed with cancellation
of the flight booking for a full credit with ***. The customer may also
self-cancel it online on ***’s website for a full credit with the airline.
Please be advised that the flight is currently active and won’t be cancelled
until we receive the customer’s confirmation to proceed with the cancellation. In
the meantime, as a courtesy, we are offering to cancel the Travel Protection
Cancellation Plan for a full refund of $140.00. By accepting this offer, the
customer understands she will not be able to use this insurance plan in the
future. We are asking Ms. to advise us whether she would like to keep the
plan or accept our offer and cancel it for a full refund of $140.00. 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
Customer Response
• May 24, 2020
Complaint: ***
I am rejecting this response because: I still will not get my money back even though event was canceled due to COVID19
My travels dates are on Jun 11,2020. I got an email that my flights are cancelled. Email from Expedia says I will be issued an Airline credit. I called the Airlines . They said I am eligible to get full refund as I didn’t made any cancellation. The cancellation has been done airline. I was told to contact Expedia but I am not able to contact . Please note that my tickets were refundable with a penalty of 300. But as per conversation with airline. They said penalty doesn’t apply to me as it is involuntarily cancellation. I need my full 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 round-trip fare with *** Airlines
departing Charlotte,
NC to Delhi, India on June 11, 2020, and returning July 31, 2020 for two adults
and one child. We understand Mr. is requesting a
refund for the cancelled flights.On April
21, *** Airlines cancelled flight operations from to the second leg of the
out-bound flight making the tickets eligible for a full refund. Per our
records, a refund has already been processed for all three passengers. No further
action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Customer Response
• Jun 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased airline tickets to Nice, France in early March 2019. The cost was $3,238.65. Since then, *** Airways has cancelled my flight. I called them to get a refund and they explained that since Expedia processed the payment, that Expedia is responsible for the funds to be returned to me. Expedia is refusing to refund my flight and has the worst telephone support that hangs up on you unless you have a flight within 72 hours. How am I supposed to get my money back for a product that was not delivered due to a pandemic?
Expedia.com Response
• Jun 05, 2020
June 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his
flight reservation. We understand the customer is requesting a full refund of the
flight due to an airline-initiated schedule change. Upon
review, on May 5, 2020, Expedia contacted *** Airways to request a waiver
of the nonrefundable policy and spoke with their Customer Relations Manager,
who approved a full refund. On May 17,
2020, a full refund of the flight was issued back to the customer’s original
form of payment. Please be advised that *** Airways is the merchant of
payment, and according to their processing times, it may take up to two billing
cycles for the refund to process. 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
Customer Response
• Jun 15, 2020
I wanted to let you know that my complaint has been resolved to my satisfaction and a refund has been issued.
My family and I planned a trip to Nicaragua from 5/23/20 thru 5/27/20 with Expedia (Itinerary *** & ***). On 4/8/20 we received an email from Expedia indicating that flight 397 with *** Airlines from Miami to Nicaragua and flight *** from Nicaragua to Miami was cancelled due to COVID-19 and we were issued a credit. I spoke to a representatives on 4/9/20 who informed me that we couldn't received a refund because *** Airlines were only issuing airline credits. I informed the representative that DOT indicated that ALL airlines foreign and domestic were to issue a complete refund on ALL tickets including non-refundable tickets due to COVID-19. The representative was familiar with this article however, still insisted that they couldn't give us a full refund only a credit. While speaking with the representative he suggested that we cancel our hotel reservations for this trip. I cancelled Itinerary *** and he cancelled Itinerary *** which at the time of cancellation their website indicated that a hotel cancellation fee would be deducted from our refund. We received an email on 4/9/20 indicating the reservation was cancelled and that we would receive a refund of $228.96. The representative indicated that the hotel charged a cancellation fee which was in the amount of $60.42 and indicated that he was going to have his supervisor contact the hotel requesting the cancellation fee be waived. On that same day we received an email from Expedia indicating that they communicated our case with *** Managua and due to their policy in relation to our reason for getting a refund for our reservation, they have denied our request. On 4/9/20, I contacted *** Guest Relations and was told that they were not charging a cancellation fee, it had been waived due to COVID-19 and it is on their website under their Travel Advisor Policy. They indicated that they informed All 3rd party travel professionals in March.
Expedia.com Response
• May 23, 2020
May 23, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case
number *** regarding her package reservation. Upon
review, the customer’s issue had been resolved on May 13, 2020. As a sign of
goodwill, we went ahead and issued $100 Expedia credit under Ms. account. The credit is valid until June 30, 2021, and can be used on Expedia’s
website for a future Pay Now hotel reservation. The customer may redeem it by visiting her account and clicking "coupons".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
The only reason I am giving them two stars is that they did refund my flight from my package. However, they sell a product and then blame it on a hotel that they cannot refund you your money. This is COVID-19, no one can travel, how could I possibly take my trip....no voucher, no credit. They are stealing money from their customers. I will NEVER use them again and do my best to make sure that no one else is ripped off in the same way.
I booked a trip through expedia (and paid associated booking fee) for a trip from Washington DC to Munich returning from Venice to Washington, DC. *** has cancelled (suspended) all flights from Venice to Canada (transit point to DC) for the summer per website: https://www.aircanada.com*** I contacted the airlines directly and they referred me to the travel agent (expedia) to process refunds. Per the Department of Transportation Enforcement Notice dated 3 April 20, "The longstanding obligation of carriers to provide refunds for flights that carriers cancel or significantly delay does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).", https://www.transportation.gov/*** ,
I have made several contacts with expedia to initiate a refund. Expedia does not provide an option to talk to a live agent since the flight is less than 10 days/72 hours. Several email requests to expedia have been unanswered. There is not a refund option on expedia site, only an option to receive flight credits.
Expedia.com Response
• Jun 05, 2020
June 5, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flight
reservation. Our records reflect a multi-trip fare with *** Airlines departing Washington, DC to Munich, Germany on June 10, 2020,
and Venice, Italy to Washington, DC on June 21, 2020 for four adults. We understand Mr. is requesting a full refund of
the flights and the booking fee.On May 1,
2020, *** airlines cancelled flight operations to the outbound flight making
the flights eligible for refund. On May 2, the customer requested a refund
directly with *** airlines and refund processed on May 22. Expedia was
advised by *** airlines refunds may take up to 21 business days to reflect. Unfortunately
Expedia is unable to process a refund for the booking fee totaling $10.28 as
per Expedia Groups policies. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Customer Response
• Jun 07, 2020
Complaint: ***
I am rejecting this response because:1) Refund has not been received. 2) Expedia did not provide service.
On or before 13 April 2020, the return portion (Venice to DC) of the flight was cancelled. Reference attachment Route suspensions due to Covid-19, p.21 "Full summer suspension". In contacting the airline, I was told to contact expedia to process the refund. Expedia provide no options to process refunds as you could not talk to a live agent unless traveling within a few days and they did not respond to email. To the contrary, Expedia sent multiple text messages on promoting flight credits, but not option for refunds - not providing the full legal options available per US Dept of Transport and EU laws.
Even as of 22 May, logging into Expedia showed all the flights were continuing, reference Itinerary_Munich, with a message "Booked - No need to reconfirm". Even per Expedia's response the outbound flight was cancelled 1 May. So over a month after flights were cancelled expedia still shows the flights as valid - providing inaccurate information.
No refund has been received. As a business Expedia needs to provide accurate information, options to request all legal options, and the ability to contact customer service to resolve issues. I have spent many hours and communications try to receive a refund for cancelled flights. Expedia did not provide complete services therefore, all charges Airline tickets and Expedia fees need to refunded.
I purchased from Expedia two tickets to a Toronto Blue Jays game on June 8, 2020. The Canadian government has barred entry to tourists through June 30th. There is NO way I can legally attend this event due to Canadian law. Expedia refuses to refund my ticket cost saying the event hasn't been canceled. I would not be able to attend even if they played the game. I am am Expedia Gold member and they have treated me so poorly I will never use their service again.. They have cost themselves a longtime customer over 277 dollars.
Expedia.com Response
• Jun 05, 2020
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 an activity reservation.
We understand Mr. is requesting a refund. Upon further research, we are
unable to locate the itinerary related to Mr.’s complaint. We respectfully
request that Mr. provide us with the email address used to book the
reservation, and the itinerary number. The requested information will enable us
to appropriately address Mr.’s concerns. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
I traveled to Lisbon, Portugal on March 4th, and my return flight on March 16th was canceled by *** airlines. Tickets were purchased on expedia. Over a month later, I have not been able to resolve this issue with Expedia, never received a refund or credit for future use. I was stuck in Portugal, unable to contact Expedia, had to purchase a new ticket that cost me 2k. Yesterday, I finally was able to reach someone at Expedia, and was told incorrectly to call the airline. After hours on hold, spoke to airline and was told again they can't help me, that ticket was purchased on Expedia, that they need to issue refund or voucher for future use. I understand that cancelation was due to covid-19 travel restrictions, but I need my refund. Its impossible to get them on the phone, and the chat, you wait for hours just to be disconnected, or transfer back to the queue.
Expedia.com Response
• Jun 05, 2020
June 5, 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 a one-way fare with *** Portugal departing Lisbon, Portugal to New
York, NY on March 16, 2020 for two adults.We understand Ms. is requesting a
refund due to cancellation.The
tickets show they have been previously refunded as per record. No
further action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
this is in regards to Itinerary # ***.I booked a bundle deal and I booked nonrefundable and it is becoming a nightmare to try to reschedule everything due to them not wanting to speak unless your trip is within 10 day, They tell you you can change on the website but then when you try the website runs you in complete circles, and tries to charge you, this is miserable experience with expedia and it discourages me from any future business with this 3rd party.
Expedia.com Response
• Jun 05, 2020
June 5, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding a
packaged reservation. Our records reflect a round-trip fare with ***
Airways departing New York, NY to Bridgetown, Barbados on June 7,
2020, and returning June 12, 2020 for two adults. And a four night stay at the *** and *** by *** in a Luxury Suite with a round-trip
shuttle service with ***. We understand Ms. is requesting a complete
refund.On March 29,
*** cancelled flight operations to the outbound flight, and on May 10, the
airlines cancelled the inbound flight making the tickets eligible for refund.
Expedia has processed a refund for $763.90 to the original form of payment.
Refunds may take up to 30 business days to reflect due to the unprecedented volume
of travel disruptions following the Covid-19 pandemic. The hotel
reservation was booked as non-refundable and was cancelled due to the temporary
closure of the property. Expedia has issued a refund in the form of a voucher for
the full amount of the booking totaling $889. The voucher is valid until July
4, 2021 and can only be used at the ***
and Residences. The customer was emailed with the full details on June 4. On May 27, Expedia
initiated a refund for the shuttle service in the amount of $54.29, however on
June 3, the refund failed due to a charge-back dispute. Unfortunately Expedia
is unable to re-process this amount as it will be returned via the customers
credit card company. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Customer Response
• Jun 05, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Itinerary #***. I cancelled a hotel reservation in Germany on May 30th because of the COVID-19 virus travel restrictions posed by USA and German governments. I was only issued a partial refund of 10.5%. I am not able to contact Expedia via their advertised futures as "email" which doesn't exist or "online virtual chat" which doesn't work. Phone waits are unacceptably long. I contacted hotel in Germany on 4/21/20 and was advised that "Since you booked via expedia and paid them you have to contact them directly".
After cancelling the reservation Expedia showed my partial refund amount as $10.93 and said it could not be refunded in full because at the time of reservation on 01/16/20 wasn't 100% refundable. Expedia gave me a partial refund knowing no one could travel during the COVID-19 and that a lot of people were canceling trips. I Would like my full refund or Expedia credit on future booking. I am long-time Expedia customers and expect in this unprecedented Forced Circumstances to provide the service promised. Not returning money is not acceptable. I will not be satisfied until I receive a full refund or credit for future reservations.
Expedia.com Response
• May 22, 2020
May 22, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint
DepartmentRe: Expedia
Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Ms. would like a full refund of a voucher for future use.
Our records indicate on January 16, 2020, Ms. or an authorized
user of the Expedia account self-booked a one night stay at the ***, checking
in on May 30, 2020 and checking out on May 31, 2020 via ***.We can confirm on May 21, 2020, the customer contacted
Expedia advising the reservation was cancelled. The customer agreed to receive a voucher, but the voucher was for $12.00
and customer expected the voucher to be for the amount of the reservation.After further review on May 22, 2020, Expedia has been able to verify the
reservation was refundable less 90% penalty per the cancellation and change
policy of the hotel. Expedia processed a refund which failed on April 21, 2020 for
$10.39. Expedia processed another refund for $10.39 to the original card
charged. A voucher was issued on April
30, 2020, for $12.00 after the reservation was cancelled. Since the voucher was
issued for the incorrect amount, we issued a voucher for $100.00. The voucher is valid until June 30, 2021 for
a pay now hotel reservation booked while being logged into the Expedia account.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. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase
of travel-related goods and services that you select. Please read these
additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di ***
***rate Correspondence Team
Customer Response
• May 22, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
1. On Jan 20, 2020 I booked two airline tickets using Expedia.com. Itinerary # ***. The amount was $1610.90 USD. I did not purchase insurance and did not plan to cancel my trip, in spite of the current travel issues.
2. My trip was canceled by Expedia/airline (***) on Apr 15, 2020 via e-mail and only offered a credit with the airline. No options for a full refund or even a credit with Expedia, not just the airline.
3. I have been trying to reach customer service ever since and cannot reach anyone. Phone or online chat.
4. We will re-book this trip as soon as we are allowed to travel again, however I do not want to be forced to use the same airline! We travel quite a bit, and have been using Expedia since 2010, but we have never used this airline (***) and don't know if we'll use it when we re-book. If it will even be in business or available. I don't want to lose $1611 when I am not the one canceling the trip.
5. As the airline/Expedia has cancelled our flights, and not us, the DOT requirement is to refund and not issue a flight credit and we cannot reach anyone in customer service we are requesting a refund back to our credit card.
6. We kindly ask that the Revdex.com intervene and we ask for your assistance in this matter.
7. I have tried to reach Expedia by chat and many telephone attempts and it is not possible to reach anyone. All attempts by telephone, chat and email are on record.
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 ***-*** departing Washington, DC to Bucharest, Romania on May 16, 2020, returning
May 23, 2020 for two adults. We
understand Ms. is requesting a refund for the cancelled flights due to
the Covid-19 pandemic.On April
14, 2020, ***-*** airlines cancelled flight operations for the outbound and inbound flights which
allows for a refund per airlines policy. Expedia has advocated on behalf of Ms.
*** for a refund request which was approved. We have
initiated the refund on our end, and will be completed/processed by the airlines.
Refund timing depends on the airlines as well as the customers financial
institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 24, 2020
Complaint: ***
I am rejecting this response because: I am afraid that if I accept your response on this case, I will not receive my refund or further communication from either Expedia or the airline. I would like to have a solid commitment from either Expedia or *** airline to process my refund and a time estimate on how long it will take.
After filling my complaint with the Revdex.com, I was able to finally contact an Expedia Agent and was assigned case # ***. I was told I qualify for a refund, but that Expedia is waiting on the Airline to process the refund. I have yet to receive my money back, or have an estimate on when the refund will be processed (I understand it will take a while). I would accept the Revdex.com's response if I had either proof/confirmation of the refund or at least a time estimate. The *** airline has been contacted on my behalf by family members living in Romania and they were told by three different airline agents (***) that the refund was to be processed entirely by Expedia, and not by the airline. The finger pointing, run around is not giving me enough confidence to accept your response at this time, and I would appreciate if you could hold this case open until a more concrete resolution is obtained. Thank you very much for your assistance and involvement.
I booked a hotel through Expedia in New York City for March I was planning on going and then the covid-19 in happened and we were unable to travel to New York City as you know it was a hotbed for Colvid 19 we couldn't and ended up even our flight on the way back would have been canceled I have attempted to contact Expedia many many many many many times there is never been a response via phone or email they weren't answering the phone and they never returned an email I'm asking for a refund of 387.06 my hotel that I booked through Expedia since these events were out of my control I would like to file a complaint with the Revdex.com regarding Expedia
Expedia.com Response
• Jun 05, 2020
June 5, 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 *** New York Times Square South for one adult in a one King Bed room . We understand is requesting a refund due to travel restrictions following Covid-19.On
March 21, we were notified by our transaction processing team Ms. will
receive a refund via charge-back process for the amount of $387.06 due to a
dispute filed with the customers credit card company. Expedia has allowed the
refund through the charge-back process. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Customer Response
• Jun 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On February 10, 2020, My husband *** and myself, purchased hotel and air transportation for Kona,Hawaii for our 50th Wedding Anniversary through Expedia. We also purchased a Vacation Waiver to ensure that we would be able to cancel our reservations at no penalty and be reimbursed for the purchase price of the booking. Our Booking ID # was confirmed as #***. Our trip Itinerary # ***. And our Vacation Waiver Itinerary # is #***.
The pretrip waiver states: "With vacation waiver, you can cancel or change your trip for ANY reason before it starts and get 100% flight cancellation and trip cancellation". Our initial reason for purchasing the waiver is due to our father's health and well being. He is 95 years old and in a memory care facility. We wanted to ensure we would be here if he became ill during the time we had planned to be gone. The trip was scheduled from June 3 to June 10, 2020.
The first part of March, 2020 I contacted Expedia to cancel our intended trip. I was on the phone for 9 hours and still did not speak to an actual person. I tried again the next day and was on the phone for 5 hours. There was a typed response to my request to cancel our reservations and get a refund. A recorded message said that due to high volume I could not speak to a representative until 3 days prior to our scheduled trip. This would be June 1st. My money was taken by Expedia immediately on February 10th. I cannot even get a representative to initiate the refund until June 1st. This means that I have no money to try and plan some type of another celebration for the 50 years of our wedded life. I find this very, very upsetting and together with all of the other incidents we have been facing...this seems the most uncharitable of any occasions we have had happen to us. Please assist us in our efforts to have Expedia refund our money for hotel and air flight.
Thank you.
*** &
Expedia changed my flight by over 24 hours, did not ever notify me and will not accept a call from me to discuss. I want a refund.
Expedia.com Response
• Jun 02, 2020
June 2, 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 numbe*** regarding a refund. We understand that Mr. would like a refund for $3762.00.Our records indicate on January
15, 2020, Mr. J *** an authorized user of the Expedia
account self-booked five round trip flights on *** departing
on June 3, 2020 from Chicago,
IL to Munich, Germany and returning on June 13, 2020 via ***
We can confirm on March
10, 2020, the customer called in and
wanted to know what would happen
if he cancels the trip due to corona virus.
On May 14, 2020,
Expedia emailed the customer advising *** made a change to the flight
schedule.
After further review on June 2, 2020, Expedia
contacted ***. *** advised they had a call from someone with the
last name *** on April 28, 2020 and they requested to cancel the flights. *** states they advised there would be a future travel credit that would be valid
for 24 months from the date of cancel. There will not be an exchange fee and the
credits can be used to travel anywhere. Any increase in fare cost will be the
customer responsibility. Mr.
needs to call our Customer Service Department at 877-227-7481 whenever he is ready to exchange the tickets.
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. *** 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
Bought airline tickets thought Expedia. Airline canceled our tickets due to covid19. Want full refund. Not fight credit. Call many times on hold each times over 30 mins never answer email *** saying flight credit not refund. Our flight opposed to be this weekend 4.25.2020 canceled by *** airline not us.
Expedia.com Response
• May 22, 2020
May 22, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number *** regarding flight itinerary.Our records indicate Mr.
or someone with account access, purchased a
round-trip fare with *** Airways on January 8, 2020 departing Houston, TX to Bangkok, Thailand on April 25, 2020,
returning May 10, 2020 for two adults. We understand Mr. is requesting a refund in lieu
of future travel credit.*** cancelled flight operations cancelled multiple flight
operations starting March 22. The airlines allow a refund to be processed
without any penalty invoked using their Covid-19 flex policies. Expedia has initiated
the refund, and will be processed by ***. Refund timing will depend on the Airline and the
customers financial institution.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
A CRUISE WAS BOOKED THROUGH EXPEDIA CRUISE DEPT ON NOV 26, 2019. TRAVEL INSURANCE WAS PURCHASED ON THAT DAY AND A DEPOSIT OF $1248.00 WAS PAID VIA *** TO EXPEDIA. DUE TO MEDICAL CONDITIONS OF MY WIFE, SHE WAS ORDERED BY HER DR NOT TO TRAVEL AT ALL THIS YEAR BECAUSE HE R CONDITION WHICH COULD BE DETRIMENTAL DUE TO HER POOR RESPIRATORY AILMENTS AND THE PRESENT COVID -19 PANDEMIC. ON 4-21-2020 WE CONTACTED EXPEDIA CRUISE DEPT TO CANCEL THE CRUISE ALTOGETHER. WE WERE INFORMED THAT THE DEPOSIT ID NON REIMBURSABLE. THIS DEFEATS THE WHOLE PURPOSE OF TAKING TRAVEL INSURANCE. WE ARE REQUESTING A FULL REFUND OF OUR $1248.00 ALREADY PAID IN ADVANCE.
Expedia.com Response
• Jun 03, 2020
June 3, 2020Revdex.com E.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 Mr.
*** (Revdex.com case number ***)
regarding his cruise booking.Our records indicate that on November 26, 2020, Mr.
***, or an authorized user of the account, self-booked a cruise reservation on Expedia.com, under
itinerary *** Travel is with *** for a sailing
date on September 17, 2020. A protection plan was purchased with the itinerary.
We understand Mr. is requesting to cancel his cruise booking and be
refunded for his deposit. Upon receipt of the complaint, we verified Mr.
completed the booking by selecting a non-refundable deposit fare. If Mr.
*** decides to cancel the reservation, *** may issue a future
cruise credit for the deposit amount; however, the cancellation must be done
before the final payment date of June 19, 2020. Should Mr. wishes to
proceed with the cancellation, we recommend he reach out to our service desk for
further assistance. As for the purchased protection plan, *** is
administered by *** (***), and any questions or claims can be made
directly with them at the contact details provided to Mr. on his
confirmation email ([email protected]),
or by phone at 1-855-*** or 1-***We regret Mr.’s experience was not as we would
have hoped, based on the information provided above, Expedia is unable to honor
his refund request. Again, 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,Erika *** Corporate Correspondence Team
Customer Response
• Jun 03, 2020
Complaint: ***
I am rejecting this response because: I was never informed that it was a non refundable deposit and due to the fact that we also purchased travel insurance to avoid all this nonsense. We demand a full refund of $1248.00. No credits or vouchers to travel will be accepted.
I tried to resolve this complaint through *** directly after their call center supervised said they would refund - their response is below as I was directed to Expedia
--------------- Original Message ---------------
From: ***, *** [***]
Sent: 1/04/2020 09:51 AM
To: ***
Subject: Refund Request - Confirmation Number ***
To Whom It May Concern,
Due to the travel restrictions tied to the coronavirus, we are unable to travel from the United States to Mexico as originally planned. The other airlines and hotel have been accommodating given the extenuation circumstances and credited/refunded us. After holding over an hour, you call center agent informed me that *** would not refund our trip and would only offer to keep the tickets open or provide a voucher. Unfortunately, neither of these are options as we are unable to travel outside the United States and don’t have any future travel plans that would allow me to utilize the voucher. I talked to a supervisor in your call center who provided your email address to request the refund – he was very professional and helpful. Please refund my flight costs – the details for the flight and tickets are below. If you need additional verification information - the original reservation was made using my wife’s email address of *** and her cell number of ***.
Confirmation Number: ***
Traveler Information
*** E-Ticket # *** if you need any additional information. Thank you.
Expedia.com Response
• Jun 02, 2020
June 2, 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. Chad
***, Revdex.com
case number *** regarding a refund. We understand that Mr. would like a refund for the ***
flight.Our records indicate on October
1, 2019, Mrs. *** or an authorized user of the Expedia
account self-booked five combined one way flights on *** Airway departing
on April 4, 2020 from Atlanta, GA to Cancun, Quintana Roo, Mexico and returning
on ***, April 8, 2020, along with two five night hotel stays at *** Hotel Cancun - All Inclusive via ***
We can confirm on April 21, 2020, Expedia sent an email to
the customer asking him to forward us the email from ***. *** advised Expedia if he has an email
from *** that says they would refund him, they would consider a refund
upon seeing the email. Mr.
advised through he email chain that *** advised him over the telephone of
a refund and not via email. The customer called back inquiring on a refund. He stated *** told him of a future
flight credit, he states that since he did not have any future flight plans that
they offered him a refund.
After
further review on June 2, 2020, Expedia reviewed the detail of the reservation and ***
policy based on COVID19 states as follows: All *** tickets issued on/before February 29, 2020 with original travel dates March 1, 2020 through June
30, 2020
Valid
for one year from original ticket issue date Change
fee waived and increase in fare collected upon reissue Route
change allowed New
travel date must take place before April 30, 2021
Mr. needs to call our Customer
Service Department at 877-227-7481 whenever he
is ready to exchange the tickets. If there is a refund that he discussed with ***,
that conversation and agree would be between he and ***.
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. *** 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 booked two rooms through Expedia for the weekend of 5/29-5/31. The website advertised 24 hours cancellation for the *** Hotel in Biloxi, Ms. Due to covid and cancellation of my concert, I tried to cancel the booking on4/15/202, way ahead of our date. I could never get through to an agent.It was a recording that said my trip should be in 72 hours to cancel! I tried to cancel online and it said that I would be charged for one night per room. This is fraudulent as Expedia advertised 24 hr cancellation. I am disputing any charges placed on these two rooms, as this is out of my control, and I cannot get a response from Expedia on this issue!.
May 21, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. *** Bottom of Form Bottom of Form, Revdex.com case number *** regarding a refund. We understand that Ms. would like to cancel the reservation and receive a full refund.
Our records indicate on March 3, 2020, an Expedia agent booked *** for a two night stay at
*** Hotel, checking in on May 29, 2020 and checking out on May 31, 2020
via ***.After further review on May 18, 2020,
Expedia reviewed of the reservation and was able to confirm there have not been
any calls or complaints noted on the Expedia account in regards to the
reservation since it was created. Expedia
contacted the hotel and sent them an email asking if they will refund the
reservation in full if cancelled. Expedia reviewed the policy listed on the confirmation email and it
states, if the reservation is cancelled a one night penalty would apply. 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 do not own or operate any hotels, nor do we set any
cancellation or refund policies. We hope you understand that
we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing her
booking on our website, 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. In particular, 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 *** 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 your
request for a refund. 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
In January 2020 I booked a bday trip to Italy for my spouses Bday in March with Expidia. Unfortunately due to the COVID-19 the area was quarantined. We called *** and they told us they would refund in FULL our over $5000 hotels expenses. Fast-forward 60 days I got an email from *** that Expidia was contesting the refund and refuse to reimburce me due to the policy. We did not want to cancel our trip COVID-19 did it. I expect a full refund under the circumstances. They refuse to respund to me.
June 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number *** regarding his hotel reservation. We
understand the customer is requesting a refund of the booking.Upon research, we are unable to locate an itinerary associated with Mr.’s
complaint. We respectfully request that Mr. provides us with the
itinerary number he is referring to. The requested information will enable us
to appropriately address the customer’s concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana *** Corporate Correspondence Team
My wife and I booked our Spring Break trip through Expedia on Feb. 6, 2020. Itinerary # *** We planned a trip for March 20, 2020 - March 27, 2020 to Puerto Vallarta, Mexico. In addition, we purchased the Protection Plan through Travel Guard Insurance.
As the COVID-19 pandemic evolved we still waited until March 19, 2020 at 6:43 p.m. to cancel our trip. President Trump closed the Mexican borders on March 20, 2020 in the early morning hours. Therefore, if we would left on our trip, there was a chance of getting stuck in Mexico for several weeks.
Today is April 23, 2020 and our claim through Travel Guard Insurance hasn't been even reviewed or assigned a Claims Adjuster. Last week, I called Expedia and Travel Guard and was on hold for 2 1/2 hours and was then transferred to ***. The Representative of *** was absolutely no help and told me that I would need to prove the Mexican borders closed by providing a screenshot of an article. I was completely appalled at the request that I would be required to submit a screenshot of President Trump closing the borders. I've never received such horrible service. While I realize all companies are overwhelmed, it's RIDICULOUS to ask customers to submit this type of information when we all know what is happening. All I want is a refund or credit on my trip - that is why I purchased the travel insurance. VERY DISAPPOINTED on how this is being handled!!!!
June 7, 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 his package
reservation. We understand the customer is requesting a full refund of the
booking due to COVID-19 using his Travel Package Protection Plan with
Travelguard. Expedia is a third party and we don’t
have access to Travelguard claims. We cannot create a new claim nor can we view
or edit existing claims. The customer needs to continue communicating with
Travelguard directly in regards to his refund request. Travelguard will review Mr.
***’s claim and will inform the customer of a
resolution directly. 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
Bought tickets to Vegas for a trip that my son qualified to bowl in a national tournament the event was cancelled due to COVID19 and they will not work with me to get my money back, that was donations for this tournament. I purchased their insurance and they won't even help.
May 23, 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 March 9, 2020, the customer, or an authorized user of
the Expedia account, self-booked a roundtrip flight with *** for four
passengers on the Expedia’s mobile site, under itinerary ***. The
customer paid $1,971.20 for the flight and an additional $140.00 for a Travel
Protection Cancellation Plan with ***. We understand Ms. is
requesting a full refund of the flight.Per
the flight’s normal policy, it can be changed or cancelled for a $100.00 fee
per passenger for a travel credit with the airline. Due to ***’s most
recent COVID-19 travel advisory, change/cancellation fees can be waived and the
customer’s flight can be cancelled for a full credit with the airline. The airline doesn’t
allow refunds unless a flight was nonoperational or cancelled by the airline
without alternative options. The customer's flight isn’t eligible for a refund. Before
we cancel the flight, we require the customer’s authorization to proceed with cancellation
of the flight booking for a full credit with ***. The customer may also
self-cancel it online on ***’s website for a full credit with the airline.
Please be advised that the flight is currently active and won’t be cancelled
until we receive the customer’s confirmation to proceed with the cancellation. In
the meantime, as a courtesy, we are offering to cancel the Travel Protection
Cancellation Plan for a full refund of $140.00. By accepting this offer, the
customer understands she will not be able to use this insurance plan in the
future. We are asking Ms. to advise us whether she would like to keep the
plan or accept our offer and cancel it for a full refund of $140.00. 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
Complaint: ***
I am rejecting this response because: I still will not get my money back even though event was canceled due to COVID19
Sincerely
My travels dates are on Jun 11,2020. I got an email that my flights are cancelled. Email from Expedia says I will be issued an Airline credit. I called the Airlines . They said I am eligible to get full refund as I didn’t made any cancellation. The cancellation has been done airline. I was told to contact Expedia but I am not able to contact . Please note that my tickets were refundable with a penalty of 300. But as per conversation with airline. They said penalty doesn’t apply to me as it is involuntarily cancellation. I need my full 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 round-trip fare with *** Airlines
departing Charlotte,
NC to Delhi, India on June 11, 2020, and returning July 31, 2020 for two adults
and one child. We understand Mr. is requesting a
refund for the cancelled flights.On April
21, *** Airlines cancelled flight operations from to the second leg of the
out-bound flight making the tickets eligible for a full refund. Per our
records, a refund has already been processed for all three passengers. No further
action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased airline tickets to Nice, France in early March 2019. The cost was $3,238.65. Since then, *** Airways has cancelled my flight. I called them to get a refund and they explained that since Expedia processed the payment, that Expedia is responsible for the funds to be returned to me. Expedia is refusing to refund my flight and has the worst telephone support that hangs up on you unless you have a flight within 72 hours. How am I supposed to get my money back for a product that was not delivered due to a pandemic?
June 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his
flight reservation. We understand the customer is requesting a full refund of the
flight due to an airline-initiated schedule change. Upon
review, on May 5, 2020, Expedia contacted *** Airways to request a waiver
of the nonrefundable policy and spoke with their Customer Relations Manager,
who approved a full refund. On May 17,
2020, a full refund of the flight was issued back to the customer’s original
form of payment. Please be advised that *** Airways is the merchant of
payment, and according to their processing times, it may take up to two billing
cycles for the refund to process. 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
I wanted to let you know that my complaint has been resolved to my satisfaction and a refund has been issued.
Thank you for your help!
My family and I planned a trip to Nicaragua from 5/23/20 thru 5/27/20 with Expedia (Itinerary *** & ***). On 4/8/20 we received an email from Expedia indicating that flight 397 with *** Airlines from Miami to Nicaragua and flight *** from Nicaragua to Miami was cancelled due to COVID-19 and we were issued a credit. I spoke to a representatives on 4/9/20 who informed me that we couldn't received a refund because *** Airlines were only issuing airline credits. I informed the representative that DOT indicated that ALL airlines foreign and domestic were to issue a complete refund on ALL tickets including non-refundable tickets due to COVID-19. The representative was familiar with this article however, still insisted that they couldn't give us a full refund only a credit. While speaking with the representative he suggested that we cancel our hotel reservations for this trip. I cancelled Itinerary *** and he cancelled Itinerary *** which at the time of cancellation their website indicated that a hotel cancellation fee would be deducted from our refund. We received an email on 4/9/20 indicating the reservation was cancelled and that we would receive a refund of $228.96. The representative indicated that the hotel charged a cancellation fee which was in the amount of $60.42 and indicated that he was going to have his supervisor contact the hotel requesting the cancellation fee be waived. On that same day we received an email from Expedia indicating that they communicated our case with *** Managua and due to their policy in relation to our reason for getting a refund for our reservation, they have denied our request. On 4/9/20, I contacted *** Guest Relations and was told that they were not charging a cancellation fee, it had been waived due to COVID-19 and it is on their website under their Travel Advisor Policy. They indicated that they informed All 3rd party travel professionals in March.
May 23, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case
number *** regarding her package reservation. Upon
review, the customer’s issue had been resolved on May 13, 2020. As a sign of
goodwill, we went ahead and issued $100 Expedia credit under Ms. account. The credit is valid until June 30, 2021, and can be used on Expedia’s
website for a future Pay Now hotel reservation. The customer may redeem it by visiting her account and clicking "coupons".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
The only reason I am giving them two stars is that they did refund my flight from my package. However, they sell a product and then blame it on a hotel that they cannot refund you your money. This is COVID-19, no one can travel, how could I possibly take my trip....no voucher, no credit. They are stealing money from their customers. I will NEVER use them again and do my best to make sure that no one else is ripped off in the same way.
I booked a trip through expedia (and paid associated booking fee) for a trip from Washington DC to Munich returning from Venice to Washington, DC. *** has cancelled (suspended) all flights from Venice to Canada (transit point to DC) for the summer per website: https://www.aircanada.com*** I contacted the airlines directly and they referred me to the travel agent (expedia) to process refunds. Per the Department of Transportation Enforcement Notice dated 3 April 20, "The longstanding obligation of carriers to provide refunds for flights that carriers cancel or significantly delay does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).", https://www.transportation.gov/*** ,
I have made several contacts with expedia to initiate a refund. Expedia does not provide an option to talk to a live agent since the flight is less than 10 days/72 hours. Several email requests to expedia have been unanswered. There is not a refund option on expedia site, only an option to receive flight credits.
June 5, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flight
reservation. Our records reflect a multi-trip fare with *** Airlines departing Washington, DC to Munich, Germany on June 10, 2020,
and Venice, Italy to Washington, DC on June 21, 2020 for four adults. We understand Mr. is requesting a full refund of
the flights and the booking fee.On May 1,
2020, *** airlines cancelled flight operations to the outbound flight making
the flights eligible for refund. On May 2, the customer requested a refund
directly with *** airlines and refund processed on May 22. Expedia was
advised by *** airlines refunds may take up to 21 business days to reflect. Unfortunately
Expedia is unable to process a refund for the booking fee totaling $10.28 as
per Expedia Groups policies. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:1) Refund has not been received. 2) Expedia did not provide service.
On or before 13 April 2020, the return portion (Venice to DC) of the flight was cancelled. Reference attachment Route suspensions due to Covid-19, p.21 "Full summer suspension". In contacting the airline, I was told to contact expedia to process the refund. Expedia provide no options to process refunds as you could not talk to a live agent unless traveling within a few days and they did not respond to email. To the contrary, Expedia sent multiple text messages on promoting flight credits, but not option for refunds - not providing the full legal options available per US Dept of Transport and EU laws.
Even as of 22 May, logging into Expedia showed all the flights were continuing, reference Itinerary_Munich, with a message "Booked - No need to reconfirm". Even per Expedia's response the outbound flight was cancelled 1 May. So over a month after flights were cancelled expedia still shows the flights as valid - providing inaccurate information.
No refund has been received. As a business Expedia needs to provide accurate information, options to request all legal options, and the ability to contact customer service to resolve issues. I have spent many hours and communications try to receive a refund for cancelled flights. Expedia did not provide complete services therefore, all charges Airline tickets and Expedia fees need to refunded.
Sincerely,
***
***ATTACHMENTS REDACTED BY Revdex.com
I purchased from Expedia two tickets to a Toronto Blue Jays game on June 8, 2020. The Canadian government has barred entry to tourists through June 30th. There is NO way I can legally attend this event due to Canadian law. Expedia refuses to refund my ticket cost saying the event hasn't been canceled. I would not be able to attend even if they played the game. I am am Expedia Gold member and they have treated me so poorly I will never use their service again.. They have cost themselves a longtime customer over 277 dollars.
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 an activity reservation.
We understand Mr. is requesting a refund. Upon further research, we are
unable to locate the itinerary related to Mr.’s complaint. We respectfully
request that Mr. provide us with the email address used to book the
reservation, and the itinerary number. The requested information will enable us
to appropriately address Mr.’s concerns. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
I traveled to Lisbon, Portugal on March 4th, and my return flight on March 16th was canceled by *** airlines. Tickets were purchased on expedia. Over a month later, I have not been able to resolve this issue with Expedia, never received a refund or credit for future use. I was stuck in Portugal, unable to contact Expedia, had to purchase a new ticket that cost me 2k. Yesterday, I finally was able to reach someone at Expedia, and was told incorrectly to call the airline. After hours on hold, spoke to airline and was told again they can't help me, that ticket was purchased on Expedia, that they need to issue refund or voucher for future use. I understand that cancelation was due to covid-19 travel restrictions, but I need my refund. Its impossible to get them on the phone, and the chat, you wait for hours just to be disconnected, or transfer back to the queue.
June 5, 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 a one-way fare with *** Portugal departing Lisbon, Portugal to New
York, NY on March 16, 2020 for two adults.We understand Ms. is requesting a
refund due to cancellation.The
tickets show they have been previously refunded as per record. No
further action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
this is in regards to Itinerary # ***.I booked a bundle deal and I booked nonrefundable and it is becoming a nightmare to try to reschedule everything due to them not wanting to speak unless your trip is within 10 day, They tell you you can change on the website but then when you try the website runs you in complete circles, and tries to charge you, this is miserable experience with expedia and it discourages me from any future business with this 3rd party.
June 5, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding a
packaged reservation. Our records reflect a round-trip fare with ***
Airways departing New York, NY to Bridgetown, Barbados on June 7,
2020, and returning June 12, 2020 for two adults. And a four night stay at the *** and *** by *** in a Luxury Suite with a round-trip
shuttle service with ***. We understand Ms. is requesting a complete
refund.On March 29,
*** cancelled flight operations to the outbound flight, and on May 10, the
airlines cancelled the inbound flight making the tickets eligible for refund.
Expedia has processed a refund for $763.90 to the original form of payment.
Refunds may take up to 30 business days to reflect due to the unprecedented volume
of travel disruptions following the Covid-19 pandemic. The hotel
reservation was booked as non-refundable and was cancelled due to the temporary
closure of the property. Expedia has issued a refund in the form of a voucher for
the full amount of the booking totaling $889. The voucher is valid until July
4, 2021 and can only be used at the ***
and Residences. The customer was emailed with the full details on June 4. On May 27, Expedia
initiated a refund for the shuttle service in the amount of $54.29, however on
June 3, the refund failed due to a charge-back dispute. Unfortunately Expedia
is unable to re-process this amount as it will be returned via the customers
credit card company. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Itinerary #***. I cancelled a hotel reservation in Germany on May 30th because of the COVID-19 virus travel restrictions posed by USA and German governments. I was only issued a partial refund of 10.5%. I am not able to contact Expedia via their advertised futures as "email" which doesn't exist or "online virtual chat" which doesn't work. Phone waits are unacceptably long. I contacted hotel in Germany on 4/21/20 and was advised that "Since you booked via expedia and paid them you have to contact them directly".
After cancelling the reservation Expedia showed my partial refund amount as $10.93 and said it could not be refunded in full because at the time of reservation on 01/16/20 wasn't 100% refundable. Expedia gave me a partial refund knowing no one could travel during the COVID-19 and that a lot of people were canceling trips. I Would like my full refund or Expedia credit on future booking. I am long-time Expedia customers and expect in this unprecedented Forced Circumstances to provide the service promised. Not returning money is not acceptable. I will not be satisfied until I receive a full refund or credit for future reservations.
May 22, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint
DepartmentRe: Expedia
Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Ms. would like a full refund of a voucher for future use.
Our records indicate on January 16, 2020, Ms. or an authorized
user of the Expedia account self-booked a one night stay at the ***, checking
in on May 30, 2020 and checking out on May 31, 2020 via ***.We can confirm on May 21, 2020, the customer contacted
Expedia advising the reservation was cancelled. The customer agreed to receive a voucher, but the voucher was for $12.00
and customer expected the voucher to be for the amount of the reservation.After further review on May 22, 2020, Expedia has been able to verify the
reservation was refundable less 90% penalty per the cancellation and change
policy of the hotel. Expedia processed a refund which failed on April 21, 2020 for
$10.39. Expedia processed another refund for $10.39 to the original card
charged. A voucher was issued on April
30, 2020, for $12.00 after the reservation was cancelled. Since the voucher was
issued for the incorrect amount, we issued a voucher for $100.00. The voucher is valid until June 30, 2021 for
a pay now hotel reservation booked while being logged into the Expedia account.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. In
addition, at the time of completing his booking on our website, Ms.
agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase
of travel-related goods and services that you select. Please read these
additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di ***
***rate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
1. On Jan 20, 2020 I booked two airline tickets using Expedia.com. Itinerary # ***. The amount was $1610.90 USD. I did not purchase insurance and did not plan to cancel my trip, in spite of the current travel issues.
2. My trip was canceled by Expedia/airline (***) on Apr 15, 2020 via e-mail and only offered a credit with the airline. No options for a full refund or even a credit with Expedia, not just the airline.
3. I have been trying to reach customer service ever since and cannot reach anyone. Phone or online chat.
4. We will re-book this trip as soon as we are allowed to travel again, however I do not want to be forced to use the same airline! We travel quite a bit, and have been using Expedia since 2010, but we have never used this airline (***) and don't know if we'll use it when we re-book. If it will even be in business or available. I don't want to lose $1611 when I am not the one canceling the trip.
5. As the airline/Expedia has cancelled our flights, and not us, the DOT requirement is to refund and not issue a flight credit and we cannot reach anyone in customer service we are requesting a refund back to our credit card.
6. We kindly ask that the Revdex.com intervene and we ask for your assistance in this matter.
7. I have tried to reach Expedia by chat and many telephone attempts and it is not possible to reach anyone. All attempts by telephone, chat and email are on record.
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 ***-*** departing Washington, DC to Bucharest, Romania on May 16, 2020, returning
May 23, 2020 for two adults. We
understand Ms. is requesting a refund for the cancelled flights due to
the Covid-19 pandemic.On April
14, 2020, ***-*** airlines cancelled flight operations for the outbound and inbound flights which
allows for a refund per airlines policy. Expedia has advocated on behalf of Ms.
*** for a refund request which was approved. We have
initiated the refund on our end, and will be completed/processed by the airlines.
Refund timing depends on the airlines as well as the customers financial
institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I am afraid that if I accept your response on this case, I will not receive my refund or further communication from either Expedia or the airline. I would like to have a solid commitment from either Expedia or *** airline to process my refund and a time estimate on how long it will take.
After filling my complaint with the Revdex.com, I was able to finally contact an Expedia Agent and was assigned case # ***. I was told I qualify for a refund, but that Expedia is waiting on the Airline to process the refund. I have yet to receive my money back, or have an estimate on when the refund will be processed (I understand it will take a while). I would accept the Revdex.com's response if I had either proof/confirmation of the refund or at least a time estimate. The *** airline has been contacted on my behalf by family members living in Romania and they were told by three different airline agents (***) that the refund was to be processed entirely by Expedia, and not by the airline. The finger pointing, run around is not giving me enough confidence to accept your response at this time, and I would appreciate if you could hold this case open until a more concrete resolution is obtained. Thank you very much for your assistance and involvement.
Sincerely
I booked a hotel through Expedia in New York City for March I was planning on going and then the covid-19 in happened and we were unable to travel to New York City as you know it was a hotbed for Colvid 19 we couldn't and ended up even our flight on the way back would have been canceled I have attempted to contact Expedia many many many many many times there is never been a response via phone or email they weren't answering the phone and they never returned an email I'm asking for a refund of 387.06 my hotel that I booked through Expedia since these events were out of my control I would like to file a complaint with the Revdex.com regarding Expedia
June 5, 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 *** New York Times Square South for one adult in a one King Bed room . We understand is requesting a refund due to travel restrictions following Covid-19.On
March 21, we were notified by our transaction processing team Ms. will
receive a refund via charge-back process for the amount of $387.06 due to a
dispute filed with the customers credit card company. Expedia has allowed the
refund through the charge-back process. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On February 10, 2020, My husband *** and myself, purchased hotel and air transportation for Kona,Hawaii for our 50th Wedding Anniversary through Expedia. We also purchased a Vacation Waiver to ensure that we would be able to cancel our reservations at no penalty and be reimbursed for the purchase price of the booking. Our Booking ID # was confirmed as #***. Our trip Itinerary # ***. And our Vacation Waiver Itinerary # is #***.
The pretrip waiver states: "With vacation waiver, you can cancel or change your trip for ANY reason before it starts and get 100% flight cancellation and trip cancellation". Our initial reason for purchasing the waiver is due to our father's health and well being. He is 95 years old and in a memory care facility. We wanted to ensure we would be here if he became ill during the time we had planned to be gone. The trip was scheduled from June 3 to June 10, 2020.
The first part of March, 2020 I contacted Expedia to cancel our intended trip. I was on the phone for 9 hours and still did not speak to an actual person. I tried again the next day and was on the phone for 5 hours. There was a typed response to my request to cancel our reservations and get a refund. A recorded message said that due to high volume I could not speak to a representative until 3 days prior to our scheduled trip. This would be June 1st. My money was taken by Expedia immediately on February 10th. I cannot even get a representative to initiate the refund until June 1st. This means that I have no money to try and plan some type of another celebration for the 50 years of our wedded life. I find this very, very upsetting and together with all of the other incidents we have been facing...this seems the most uncharitable of any occasions we have had happen to us. Please assist us in our efforts to have Expedia refund our money for hotel and air flight.
Thank you.
*** &
Expedia changed my flight by over 24 hours, did not ever notify me and will not accept a call from me to discuss. I want a refund.
June 2, 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 numbe*** regarding a refund. We understand that Mr. would like a refund for $3762.00.Our records indicate on January
15, 2020, Mr. J *** an authorized user of the Expedia
account self-booked five round trip flights on *** departing
on June 3, 2020 from Chicago,
IL to Munich, Germany and returning on June 13, 2020 via ***
We can confirm on March
10, 2020, the customer called in and
wanted to know what would happen
if he cancels the trip due to corona virus.
On May 14, 2020,
Expedia emailed the customer advising *** made a change to the flight
schedule.
After further review on June 2, 2020, Expedia
contacted ***. *** advised they had a call from someone with the
last name *** on April 28, 2020 and they requested to cancel the flights. *** states they advised there would be a future travel credit that would be valid
for 24 months from the date of cancel. There will not be an exchange fee and the
credits can be used to travel anywhere. Any increase in fare cost will be the
customer responsibility. Mr.
needs to call our Customer Service Department at 877-227-7481 whenever he is ready to exchange the tickets.
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. *** 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
Bought airline tickets thought Expedia. Airline canceled our tickets due to covid19. Want full refund. Not fight credit. Call many times on hold each times over 30 mins never answer email *** saying flight credit not refund. Our flight opposed to be this weekend 4.25.2020 canceled by *** airline not us.
May 22, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number *** regarding flight itinerary.Our records indicate Mr.
or someone with account access, purchased a
round-trip fare with *** Airways on January 8, 2020 departing Houston, TX to Bangkok, Thailand on April 25, 2020,
returning May 10, 2020 for two adults. We understand Mr. is requesting a refund in lieu
of future travel credit.*** cancelled flight operations cancelled multiple flight
operations starting March 22. The airlines allow a refund to be processed
without any penalty invoked using their Covid-19 flex policies. Expedia has initiated
the refund, and will be processed by ***. Refund timing will depend on the Airline and the
customers financial institution.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
A CRUISE WAS BOOKED THROUGH EXPEDIA CRUISE DEPT ON NOV 26, 2019. TRAVEL INSURANCE WAS PURCHASED ON THAT DAY AND A DEPOSIT OF $1248.00 WAS PAID VIA *** TO EXPEDIA. DUE TO MEDICAL CONDITIONS OF MY WIFE, SHE WAS ORDERED BY HER DR NOT TO TRAVEL AT ALL THIS YEAR BECAUSE HE R CONDITION WHICH COULD BE DETRIMENTAL DUE TO HER POOR RESPIRATORY AILMENTS AND THE PRESENT COVID -19 PANDEMIC. ON 4-21-2020 WE CONTACTED EXPEDIA CRUISE DEPT TO CANCEL THE CRUISE ALTOGETHER. WE WERE INFORMED THAT THE DEPOSIT ID NON REIMBURSABLE. THIS DEFEATS THE WHOLE PURPOSE OF TAKING TRAVEL INSURANCE. WE ARE REQUESTING A FULL REFUND OF OUR $1248.00 ALREADY PAID IN ADVANCE.
June 3, 2020Revdex.com E.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 Mr.
*** (Revdex.com case number ***)
regarding his cruise booking.Our records indicate that on November 26, 2020, Mr.
***, or an authorized user of the account, self-booked a cruise reservation on Expedia.com, under
itinerary *** Travel is with *** for a sailing
date on September 17, 2020. A protection plan was purchased with the itinerary.
We understand Mr. is requesting to cancel his cruise booking and be
refunded for his deposit. Upon receipt of the complaint, we verified Mr.
completed the booking by selecting a non-refundable deposit fare. If Mr.
*** decides to cancel the reservation, *** may issue a future
cruise credit for the deposit amount; however, the cancellation must be done
before the final payment date of June 19, 2020. Should Mr. wishes to
proceed with the cancellation, we recommend he reach out to our service desk for
further assistance. As for the purchased protection plan, *** is
administered by *** (***), and any questions or claims can be made
directly with them at the contact details provided to Mr. on his
confirmation email ([email protected]),
or by phone at 1-855-*** or 1-***We regret Mr.’s experience was not as we would
have hoped, based on the information provided above, Expedia is unable to honor
his refund request. Again, 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,Erika *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was never informed that it was a non refundable deposit and due to the fact that we also purchased travel insurance to avoid all this nonsense. We demand a full refund of $1248.00. No credits or vouchers to travel will be accepted.
Sincerely
I tried to resolve this complaint through *** directly after their call center supervised said they would refund - their response is below as I was directed to Expedia
--------------- Original Message ---------------
From: ***, *** [***]
Sent: 1/04/2020 09:51 AM
To: ***
Subject: Refund Request - Confirmation Number ***
To Whom It May Concern,
Due to the travel restrictions tied to the coronavirus, we are unable to travel from the United States to Mexico as originally planned. The other airlines and hotel have been accommodating given the extenuation circumstances and credited/refunded us. After holding over an hour, you call center agent informed me that *** would not refund our trip and would only offer to keep the tickets open or provide a voucher. Unfortunately, neither of these are options as we are unable to travel outside the United States and don’t have any future travel plans that would allow me to utilize the voucher. I talked to a supervisor in your call center who provided your email address to request the refund – he was very professional and helpful. Please refund my flight costs – the details for the flight and tickets are below. If you need additional verification information - the original reservation was made using my wife’s email address of *** and her cell number of ***.
Confirmation Number: ***
Traveler Information
*** E-Ticket # *** if you need any additional information. Thank you.
June 2, 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. Chad
***, Revdex.com
case number *** regarding a refund. We understand that Mr. would like a refund for the ***
flight.Our records indicate on October
1, 2019, Mrs. *** or an authorized user of the Expedia
account self-booked five combined one way flights on *** Airway departing
on April 4, 2020 from Atlanta, GA to Cancun, Quintana Roo, Mexico and returning
on ***, April 8, 2020, along with two five night hotel stays at *** Hotel Cancun - All Inclusive via ***
We can confirm on April 21, 2020, Expedia sent an email to
the customer asking him to forward us the email from ***. *** advised Expedia if he has an email
from *** that says they would refund him, they would consider a refund
upon seeing the email. Mr.
advised through he email chain that *** advised him over the telephone of
a refund and not via email. The customer called back inquiring on a refund. He stated *** told him of a future
flight credit, he states that since he did not have any future flight plans that
they offered him a refund.
After
further review on June 2, 2020, Expedia reviewed the detail of the reservation and ***
policy based on COVID19 states as follows: All *** tickets issued on/before February 29, 2020 with original travel dates March 1, 2020 through June
30, 2020
Valid
for one year from original ticket issue date Change
fee waived and increase in fare collected upon reissue Route
change allowed New
travel date must take place before April 30, 2021
Mr. needs to call our Customer
Service Department at 877-227-7481 whenever he
is ready to exchange the tickets. If there is a refund that he discussed with ***,
that conversation and agree would be between he and ***.
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. *** 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