Expedia is holding people’s money from vacations and or business trips. They are refusing to respond to clients unless traveling within 72 hours. After requesting a full refund and reaching out via social media the company sent me an email stating they are refunding $774.60 from a corporate representative. The website shows I’d be issued a refund of $844.60. My total charged to my credit card for my trip which was cancelled due to COVID 19 was $1,248.71. Expedia is not responding to calls, emails, or social media now. If I’m not fully refunded as required I will seek legal action as I’m sure millions of others would to.
Expedia.com Response
• Jun 02, 2020
June 2, 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 itinerary. Our records reflect a round-trip fare with *** Airlines
departing Charlotte,
NC to Los Angeles, CA on July 24, 2020, and returning July 26, 2020 for two
adults. And a two night stay at the *** Hotel in a Standard Room, 2
Queen Beds with the Expedia Vacation Waiver. We
understand Mr. is requesting a refund of $1248.71On April
18, the refund for the hotel in the amount of $404.11 had been processed by
Expedia. On May 6, the customers credit card company released the funds to the
customers account. On April
20, Expedia processed the refund for the *** Airline flights in the amount
of $774.60 using the Expedia Vacation Waiver. On April 23, the customers credit
card company released the funds to Mr.’s account. Unfortunately
Expedia is unable to provide a refund for the Vacation Waiver as it was used to
process a refund for the full amount of the flights and past the 15 day refund
period under the terms and conditions. No further
action has been taken as Mr.’s request has been fulfilled. We apologize
for any inconvenience this has caused.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 02, 2020
Complaint: ***
I am rejecting this response because: My credit card company has gotten a full refund from expedia and will no longer use their services.
On March 13, 2020 my husband and I canceled our flight and hotel package to Mexico, which was to begin on March 16 due to the CDC saying to stop all non essential travel due to coronavirus. I was told on March 13 that we would receive 2 $833 vouchers for our *** flight. I also had checked the hotel policy due to coronavirus directly with Intercontinental ***. They assured me of full refund for hotel. I have also spoken directly with the *** and have been told the refund is in process. I have tried calling Expedia multiple times and been unable to get in. I have emailed Expedia numerous times. The last email response I received said I would hear something from them in 5 days. That was 2 weeks ago. How much longer do I need to wait and why am I not getting any communication from them. Please tell me what my next course of action should be.
Expedia.com Response
• Jun 02, 2020
June 2, 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 ***
Airlines departing Denver, CO to ***,
Guerrero on March 16, 2020, and returning March 23, 2020 for two adults.
And a seven night stay at the *** All Inclusive. We
understand Ms. is requesting a complete refund.On
March 13, Ms. or an authorized user of the Expedia account called to cancel
the flight and hotel. The ticket policy with *** Airlines allows for refund
less a penalty of $200.00 per ticket. As per previous documentation, Ms.
previously opted to keep future travel credit with *** Airlines valid to re-book and complete new travel by January 6, 2022 with no change fees, while
fare difference may apply. The policy of the hotel room booked is as follows: Cancellations or changes made after 5:59 PM local
hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 100% of
the total amount paid for the reservation. We must contact the hotel directly
to request a refund approval for the customer. Expedia has contacted IHG guest
relations who advised the customers reservation falls under their Covid-19
policy for refund. We contacted Ms. who advised
us she filed for a dispute with her credit card company. It was noted that
Expedia cannot process a refund until the charge-back is cancelled to avoid
further interruptions. Ms. has noted she will cancel the dispute and
allow Expedia to refund.Expedia will contact the customer
directly when we receive notice the dispute is cancelled and a refund processed
for the hotel and flight reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight with *** airline through Expedia for 05/13 departure and 05/26 return. *** airline has cancelled my flight. I contacted Expedia through various systems to request for my refund. Regardless of Department of Transportation's order for refund they refuse to issue me refund and asking me to keep airline credit.
In short, against DOT's order, Expedia refuses to give me refund for my cancelled booking.
Expedia.com Response
• Jun 03, 2020
June 3, 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 New
York, NY to Islamabad, Pakistan on May 13, 2020, and returning May 26, 2020 for
one adult. We understand Mr. is requesting a refund for cancelled flights.On April 14,
*** airlines cancelled flight operations for the out-bound flight on May 13.
The airlines recently updated their policy to allow refunds using the Covid-19
flex policies.Expedia
has initiated the refund for $719.57 and will be processed by *** airlines.
Refund time-frame varies based on the airlines and the customers financial
institution. We
apologize for any information given to Mr. previously advising refunds
are not possible. Expedia follows the policies of each vendor which are subject
to change during these unprecedented times. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 03, 2020
Complaint: ***
I am rejecting this response because:Expedia has not communicated to me directly that they are issuing me refund which is common courtesy to inform clients. Moreover, I have to file complaint against them to get my refund which seems pretty horrible to me. They have made billions of dollars over the years and couldn't issue refunds to their customers when DOT clearly told them to do so. Moreover, I spoke to *** Airline correspondent when I requested Expedia for refund and they told me that they are issuing refund. Moreover, *** airline's website clearly said, any unused tickets will be refunded but Expedia decided to hold them money as long as they can against DOT policy.
Therefore, Expedia's response is a lie unless they actually issue refund and apologize for malicious behavior. I don't know how many people are stuck in similar situation.
Sincerely
We purchased travel insurance for our Expedia trip itinerary ID#***. The travel waiver indicates that we are eligible for a refund for cancelation of trip prior to the date of travel. Due to coronovirus and the huge demand on their customer service lines, we were forced to cancel on line. We were issued a futurel credit for the airline as the waiver states, but we are entitled to a refund for the hotel and associated fees, but have not received it. We attempted to get this resolved through customer service but are hung up on.
Expedia.com Response
• Jun 04, 2020
June 4, 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 *** Airlines departing Columbus,
OH to Key West, FL on March 29, 2020. And returning April 4, 2020 for two
adults. And a six night stay at
the The
*** Inn-Adults Only hotel in a *** Room. And the Expedia Vacation
waiver. We understand Ms. is
requesting a refund for the flights and hotel using the vacation waiver.On March
25, Ms. or an authorized user of the Expedia account cancelled the
flight with *** Airlines. The flights purchased are non-refundable and
non-changeable, however *** Airlines has extended future travel credit.
The customer must complete/re-book new flights by December 31, 2021 without
change fees, while fare difference may apply. If the customer chooses to fly
the same routing with original outbound and destination as the originally
booked flights, *** Airlines will waive the change fees as well as fare
difference. Unfortunately the vacation waiver does not allow a full refund per
the terms and conditions. The waiver will cover for any cancellation or change
fees imposed by the airline. When Ms. is ready to re-book new flights
with *** Airlines, she must call Expedia to re-issue new tickets.The room
reservation purchased is non-refundable, however the hotel has advised Expedia
they have processed a refund in the form of a voucher for the full amount of the
hotel stay, plus an extra night stay valid for one year. Ms. may
re-book with new dates at the same property by April 10, 2021. The hotel
emailed the customer with instructions on how to redeem her voucher. While the
hotel has allowed a refund in the form of a voucher, the vacation waiver will
not apply to this reservation to allow a full refund. 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
Hi,
My family and I are planning to have a trip from Dallas, TX to Paris, FR on May 22nd-25th 2020: the full package (hotel + flights) was booked through Expedia.com (Itinerary #*** - FYI, we have Platinum(!) status with Expedia). Unfortunately per Expedia *** Airlines which committed to fly us “in and out” between Dallas and Paris (*** Trip Confirmation ***) has canceled our flights although per *** site it still flies to Paris from Dallas on these dates (flights *** (!?)). So as of now out of our booked “hotel + flights” package on Expedia app we see only “hotel” as a leftover, no flights anymore: how are we supposed to get to Paris and back?! When we called *** they sent us back to the travel agency, i.e. Expedia but Expedia has only auto phone response system offering clients (including “special” phone line for “Platinum Status” clients!) to call ONLY 72 hours before the trip(!?): are they planning to arrange our flights to Paris and back to Dallas then? I doubt it! BTW, as of April 21st Expedia.com still offers different Paris packages “hotel + flights” for May 22nd-25th from Dallas! I want Expedia to deliver on its promise and to restore our package to “hotel + flights” ASAP or to return the real money we had paid for the full package (NO credits!)!
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 a
packaged reservation. Our
records reflect a round-trip fare with *** Airlines departing Dallas, TX to Paris,
*** on May 22, 2020, returning May 25, 2020 for three adults. And a two
night stay at the Hotel *** in a Club Room for two
adults. We understand Mr. is requesting to restore the cancelled flights by ***
due to the Covid-19 pandemic, or a complete refund.On May 1,
2020, Mr. or someone with account access called Expedia to inquire on a
refund for the itinerary. A refund for the flight portion as well as the hotel
was processed for refund. The flight portion was a total of $1956.12, and $513.51
for the hotel. On May 5,
2020, both refunds failed due to a charge-back initiated by the customer. Unfortunately
we will not be able to process any further refunds as Mr. will receive
the refunds through the charge-back process via his 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
I booked tickets for my aunt's fami*** for a trip Japan and Hong Kong back in November with Expedia, the flight was from May 20th to June 3th 2020. As Covid 19 happened, we waited until we get noticed from *** airlines to update about cancellation fees being waived. *** airlines final*** had an update about getting refund without paying handling fees for flight that have routes to and from China including (Hong Kong and Macau) which are the ticket I booked. I had filled out refund request form per Expedia's instruction on their website. On April 15th, 2020 I got an email from them telling me I will still be charge $300 cancellation fees. I asked them to check on that because ***'s website said the fees would be waived. Since then they kept on reping to my email telling me to call their customer service phone numbers or using the chat box. Neither of those tools works because their system automatical*** blocked out and/or hung up on customers those are not traveled within 10 days. As soon as I provided my itinerary number Expedia disconnected automatical*** and tell me to contact later when my travel is within 10 days. I wrote back to Expedia to complain to them about the problem and they kept on insisting that I keep on calling their customer service number or using the chat box, even though I've been telling them over and over I can't get through due to my travel date are not within 10 days. They have people answering email but not there to help? I feel like I've been scammed and Expedia is not providing a proper solution.
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 a flight reservation. Our
records reflect a round-trip fare with *** Airways departing San Francisco to Tokyo,
Japan on May 20, 2020, returning June 3, 2020 for three adults. We understand Mr. is looking is requesting a refund
due cancelled flights following the Covid-19 pandemic.On May 9,
2020, all three tickets have been initiated for refund by Expedia. The refunds
will be processed by *** Airways as they are the merchant of record.
Refund timing depends on the airlines and the customers financial institution.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.Sincere,Michael
***Corporate
Correspondence Team
I attempted to call Expedia to confirm their cancellation/refund policy prior to booking a Las Vegas trip, in order to verify if they issue full refunds in the event Las Vegas is not open during the time of trip which is 5/5 to 5/14. I could not reach anyone at their customer service number, due to pandemic, they are not taking calls unless you are booked and have a confirmation number.. I called their executive office several times, the line kept ringing when I hit option zero to speak with someone.. I need to verify if full refunds, including flight, will be issued if Las Vegas is not open from 5/5 to 5/14..
Expedia.com Response
• Jun 03, 2020
June 3, 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 ***) in regards to booking a new
itinerary.We understand Mr. is
requesting refund eligibility on booking a new flight.Expedia
follows the policies of the airlines and will depend on the flex policies in
place from them. If the flight is booked as non-refundable and no flex policy
in place, the flight will remain as non-refundable. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On February 21, 2020 I purchased an airline ticket roundtrip from Fort Lauderdale to *** Israel from Expedia.com. I was charged $1278.61. The invoice was $378 for the flight, 704.61 for taxes and $70 for travel insurance. I wrote them asking to explain how the flight could be $378 and taxes be $704.61. In addition the flight + taxes + insurance = $1152.61, so why was the charge for $1278.61. They explained that sometimes taxes can be greater than the flight, which was strange to me, but never addressed the extra $126 charge. I then emailed with them back and forth, with no explanation of the extra charge. First they told me it could be because prices went up and to check my receipt. My receipt did not reflect a increase. Then they told me it was for a seat upgrade. I chose my seats directly from the airline and did not chose any upgraded seats. They asked for my receipt, which I sent them multiple times. They continued to ask me for a copy of the receipt and continued to tell me the charges were for upgraded seats. When I finally told them I wanted my money back because they could not provide an accurate account, they told me I could have a credit -$300 and any additional fees for a new flight.
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 reflect a round-trip
fare with *** Airlines departing Fort Lauderdale,
FL to ***, Israel on July 11, 2020, and returning July 21, 2020 for one
adult. And the flight protection plan administered
by Travel Guard. We
understand Ms. is requesting a refund due to additional charges totaling
$126.00 and billing inquiries regarding fare and tax break down.The tax breakdown is as follows: TAX 598.00YQ TAX 37.80US TAX 5.89YC TAX 7.00XY TAX 3.96XA TAX 11.20AY TAX 27.26IL TAX 13.50XF. The base fare is $378.00 with a total ticket amount of $1082.61. Expedia has advocated the additional charge of $126.00 to *** airlines
and was advised the customer purchased the *** Club Trip Pass directly with
a *** airlines agent. The remaining amount of $70.00 was the purchase of the
flight protection plan. The total trip cost is $1278.61. Expedia is unable to process a refund for the full amount
of the flights as no travel disruptions or major schedule changes have occurred
to allow full refunds. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 05, 2020
Complaint: ***
I am rejecting this response because:I purchased my flight from Expedia on February 21,2020. I purchased 2 Club Passes from ***, directly, on February 23,2020. The 2 charges from *** are $86 and $50 and we’re paid with a separate credit card. Therefore, as per my claim, Expedia can not identify the extra charge of $126 on February 21,2020. Please see the attached invoices from *** dated February 23,2020, in addition to the invoice from Expedia dated February 21,2020. Thank you.
Sincerely
Expedia.com Response
• Jun 15, 2020
June 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from ***
*** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.Expedia has contacted *** airlines a second
time to inquire on the $126.00 charge made to the master card ending in ***.
The airline does not show a charge for this amount, although the charge for
$136.00 has been confirmed and refunded to the *** ending in ***. Two attempts have been made via telephone to reach Ms. in request for a billing statement which shows the charge from *** in
the amount of $126.00, unfortunately we were unable to reach Ms.. We
kindly ask the customer to contact Expedia’s service desk at her earliest convenience,
and reference the case number provided to better assist her. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 15, 2020
Complaint: ***
I am rejecting this response because:I do not wish to speak with Expedia at this time. I have emailed my concerns regarding this issue many, many times since February. It is now June and Expedia is asking me for the paperwork? How do they not have a record of charges? I sent them my receipt at least 5 times, each time I was given a different answer as to what the extra charge was for. I have emails telling me it was for seats, untrue. Upgrades with ***, not the same amount and different card. They were very sure, each time I received an email, what the charge was for. When it didn’t add up, I continued to request the information. I can not and will not do business with a company that can not account for the charges being billed. The fact that they continued to ask me for my receipt and continued to provide me with false information, is simply terrible and deceptive business practices. Expedia was hoping that I would accept one of their answers and go away. I can not imagine how many other customers this was done to. Each email from them is from another employee, and I had to start from scratch. It has been very time consuming. At this point, I do not wish to do business with a company that can not provide accurate information, lies to customers, and has no accountability. I just want my money returned. Thank you.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked back in January a trip to Spain through Expedia from Wed, Apr 8 - Thu, Apr 16 (Itinerary # *** Policy #***) I also purchase a Travel Guard Policy # *** with AIG. on 3/30/20, the travel company issued a credit for this unperformed service and they cancelled the trip. But it is stipulated in the insurance Coverage & Benefit Limits that the trip cancellation cost is 100% covered under this policy. Nor Expedia or AIG are answering my complaints. I dearly need this money now, especially during these hardship times that we are all going through. Please assist in getting me a refund instead of credit as it is noted in the travel insurance policy. Thank you
Customer Response
• May 13, 2020
Dear Sir or Madam,
I filed with your office on 4/21/2020 two complaints ID# *** & ID# ***
Please be advised that AIG sent me last week the requested refund, therefore, I would like to close these cases with you as the primary reason is now satisfied and issue is resolved.
Let me know if you need any further information that might assist you in closing these complaints.
We booked a trip from Detroit, MI to London, England and a stay at a hotel. We purchased the vacation waiver insurance and prepaid $5826.93. We were set to depart on ***/*** March 27, 20 and return April 5, 20. The government shut down travel to England and the flights cancelled. The hotel has offered us a voucher to use within the year but Expedia has been unreachable for the last several weeks. WhenI finally reached Expedia (today) they have no answers and suggest that I may lose $5826.92. I need verification of a voucher for the entire trip and instructions how to reschedule or a refund for the full amount paid - Itinerary #***. I keep getting hung up on and/or the run around from Expedia after spending hours and hours on hold with this company.
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 (insert product). Our records reflect a round-trip fare with *** Airlines
departing Detroit,
MI to London, England, UK on March 27, 2020, and returning April 5, 2020 for
two adults and one child. And a eight night stay at The
***, *** Collection by *** in a suite.We understand Ms. is requesting a complete refund.On
April 2, *** cancelled flight operations for the out-bound flight. On April 21,
Ms. or an authorized user of the Expedia account called to inquire on future
travel credit with ***. An Expedia representative had advised travel credit
will be issued in the form of a voucher for each traveler. Ms. must
complete new travel by April 21, 2021. Full description of the policy was sent
via email to the customer on April 21. When Ms. is ready to re-book, she
must call Expedia to re-issue the flights.The
hotel reservation booked is non-refundable, however Expedia has advocated for a
refund on behalf of Ms. which has been approved without penalty due to
the Covid-19 pandemic. Expedia has processed a refund for $3334.35 to the
original form of payment. Refunds may take up to 30 business days to reflect
due to the unprecedented volume of travel disruptions due to Covid-19. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 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 IF THE CREDIT ACTUALLY APPEARS ON MY CC AS INDICATED.
My flight from San Francisco to Berlin Germany, on *** Airlines has been cancelled due to Covid 19 on August 31, 2020. I booked a Hotel Room through Expedia for six nights in Berlin Germany. I paid it in full. Expedia will only give me a 10% refund. This is a clear case of fraud. See below.
Hi ***- *** Airlines has cancelled my flight to Berlin on August 30. I booked five nights at the *** Berlin through expedia. I already paid in full over 2700.00. Expedia will not refund me in full. They only said I will get back 10%. Please help!!! Many Thanks!!
We have received a dispute notice from your credit card company for this itinerary. Please contact us as soon as possible to discuss and clarify the reason for this dispute.
note, if this dispute is for a future reservation, failure to respond in a timely manner may result in cancellation of this reservation. Cancellation is subject to the provider's cancellation policies.
Our contact information can be found below. Your attention to this matter is greatly appreciated.
Itinerary Details:
• Itinerary Number: ***
• Travel Begin Date: 9-2-2020
• Travel End Date: 9-8-2020
• Dispute Amount: 2579.54
• Transaction Date: 2-4-2020
Thank you,
Expedia Credit Card Dispute Resolution Department
Phone: 866*** Country Code: *** Fax: *** Please note, our normal business hours are Monday-Thursday, 7:30am to 4:30pm EST and Friday, 7:30am – 2:00pm EST
20
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 Mr.
***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Mr. is requesting a full refund for the hotel reservation. Our records indicate on February 5, 2020,Mr. *** or an authorized user of the Expedia account
self-booked a six night stay at the *** Hotel, Berlin, checking in on
September 2, 2020 and checking out on September 8, 2020 via ***.
We can confirm on May 7, 2020, Expedia replied to the customer’s email advising, “Due to COVID-19 and the unprecedented circumstances it has
created in the travel industry, we are currently deploying our resources to
prioritize customers traveling within the next 72 hours. The overwhelming
volume of these imminent requests means we won’t be able to assist with your
booking immediately, and we’ll get back to you as soon as we can. While we may not be able to assist you
directly at this time, we have resources available at https://www.expedia.com/
that provide up-to-date guidance and potential self-service options.” The
customer replied advising his displeasure with Expedia response. Expedia replied
with a second email advising the hotel reservation has been cancelled and the
refund is $257.95.
After further review on May 22, 2020, Expedia has been able to verify the refund of
$257.95 that was issued on May 7, 2020 did not go through. The refund did not go through since the customer
filed a dispute with the financial institution on April
15, 2020. The financial institution and
is showing settled in our system on May 19, 2020. The dispute filing has caused
the refund to fail and the customer needs to communicate with the bank on their
decision on the dispute filing. Expedia is not able to assist since the
customer has filed the dispute.
The hotel reservation cancellation
and change policy advised appeared as follows: Cancellations
or changes made before 5:00 AM local hotel time, Thursday, July 23, 2020 are
subject to a hotel fee equal to 90% of the total amount paid for the reservation. Cancellations or changes made after 5:00 AM local hotel time, Thursday, July
23, 2020 are subject to a hotel fee equal to 90% of the total amount paid for
the reservation. If you fail to check-in for this reservation, or if you cancel or change this
reservation after check-in, you may incur penalty charges at the discretion of
the hotel of up to 100% of the booking value. 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. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use,
which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
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 travel 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 fashion.Our 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 the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
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, Di-Di ***Corporate
Correspondence Team
Customer Response
• Jun 22, 2020
Still no refund. They are crooks
Expedia.com Response
• Jun 26, 2020
June 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding
a refund. We understand that Mr. is requesting a full refund for the hotel
reservation. We have reviewed
the documentation Mr. provided to further address his concerns. After
further review on June 26, 2020, since
the last Revdex.com was addressed on May 22, 2020, Expedia’s investigation verified a dispute had
been filed with the customer financial institution. The hotel reservation was booked as non-refundable. A Supervisor from our Customer Service
Department emailed Mr. on June 3, 2020 and advised Expedia is not able
to secure a refund with the property but are able to work with the property to
offer a voucher towards a future stay. Expedia stands with our initial offer. The hotel reservation was booked as non-refundable
and we cannot offer a refund. Upon
acceptance the voucher would be valid for one year from the date of issue.We understand that you are dissatisfied
with receiving a voucher for the hotel reservation. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible. We recognize that a hotel voucher may not be
what you were looking for but know that these are extraordinary circumstances
that we are trying to work through.
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 issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di *** Corporate
Correspondence Team
Customer Response
• Jul 06, 2020
Complaint: ***
I am rejecting this response because:
No refund. Expedia executives should be in jail. No shame.
On 2/1/20 I purchased 6 plane tickets, including travel insurance for myself and family members to travel to Spain from Expedia.com during March 13-21, 2020. Costing a total of $6,954 for all 6 tickets. As concerns for travel to Europe were growing because of COVID-19 my son and I began to contact Expedia about canceling our trip and getting a refund. Our first attempt to reach customer service was on 3/9/2020. No one answered. We tried to submit a request via chat to no avail. As coronavirus cases began to rapidly increase and our concerns were not mitigated on 3/11/2020 President Trump announced for all non-essential travel to Europe to be stopped. By March 13 -15th the US was recommending against travel to Spain. On 3/11-3/12/2020. We reached out again to Expedia.com waiting for hours and hours just to speak with someone and no one would pick up. Finally on 3/12/2020 my son and I called again and we pressed the prompt as if we were going to be purchasing tickets and a representative got on the line and said that we not be able to get a refund but we would receive a voucher for all 6 plane tickets that would extend travel to 12/31/2020. We advised her this was not sufficient given the evolving nature of this pandemic and it's not like everyday you can just reschedule a trip to Spain. We went ahead and canceled our flights but NEVER received the vouchers (which we didn't want in the first place). Now when you log into our Expedia accounts our itinerary # is nowhere to be found although we have proof we purchased 6 tickets. On April 17, 2020 My daughter and I called Expedia and they kept giving us the run around. This is so disheartening. While I understand businesses are being challenged it's not okay to act fraudulently in any way. At this point I am requesting a refund for each of the plane tickets I purchased. My son's email address is *** for reference in this complaint.
Expedia.com Response
• Jun 05, 2020
June 4, 2020Revdex.comSan
Francisco Bay Area and Northern Coastal CaliforniaComplaint
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 Mrs. *** (Revdex.com
case number ***) regarding a flight reservation. We understand Mrs.
is requesting a full refund of her flight reservation due to the COVID-19. Our records indicate
that on October 11, 2020, Mrs., or an authorized user of his Expedia
account, self-booked a one-way flight reservation using Expedia’s website,
under itinerary *** for a total of six travelers. Departure on
*** Airlines from Miami, Florida (U.S.A) to Madrid, Spain, with added
Travel Protection Flight Protection Plan. Upon reviewing this
matter, we show we received approval to process the refund on May 20, 2020. In addition, you were advised of the Terms and Conditions of
your Flight Protection Plan, which was also available to you at the time of
booking and within your booking confirmation email. The Plan is administered by
Aon (Travel Guard), and any claims can be made directly with them at the
contact details provided to you in your confirmation email ([email protected]), or by phone
at 1-855-266-4973 or 1-516-342-4503.While we regret that your experience was not as wewould have hoped. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Dez
Customer Response
• Jun 05, 2020
Complaint: ***
I am rejecting this response because:
I have not seen the credit on my charge card. Approval to process and having been processed and credited are two entirely different things. I will not be satisfied until all monies are credited to my account.
Sincerely
Expedia.com Response
• Jun 16, 2020
June 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not
accept our response and/or resolution offered.
The airline refund process can take some time because as soon as we have initiated a refund in our system, the information will automatically be sent to
the airline's system. Once the airline receives notification of refund request, it has to inform the credit card company or the issuing bank, which then has to
credit the customer’s account. However, it also depends on the credit card company as to how long it will take them to complete the refund process and
have the amount posted to your credit card statement.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and
restrictions of the reservation and we have no authority to circumvent or to override those policies.
While we regret that Mrs. ***’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us
the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Jun 24, 2020
Complaint: ***
I am rejecting this response because: Awaiting credit card to be refunded. I understand the company saying it is out of their hands but the money has not made it to mine so until that happens I am dissatisfied.
I have requested a refund for a flight that I needed to cancel due to the danger of traveling during the COVID-19 outbreak. The Expeida website led me to expect a refund in 10 days, then 30, and now I just get an electronic chat that says it can't find my reservation. My Itinerary # is *** and my cancdellation requet is Case ID: REQ:
Customer Response
• May 01, 2020
Good morning,
I would like to inform you that this complaint has been resolved. I have been offered a credit for the amount of my purchase on a future flight.
I had purchased a flight through the company Expedia on February 26,2020. It was a flight that was non refundable if I canceled. I did not cancel the flight was canceled for me due to the COVID19 situation. I contacted Expedia and spoke to a manager Jesse D and provided case number: *** for the call on April 20,2020 when advised me I was going to receive a credit for future flights. I did not cancel the flight myself nor did I have the option of accepting the credit or receiving a cash refund. I no longer plan to use Expedia for future services making the credit not of value to me. The company dose not seem to be abiding by recently passed laws by the DOT due to the canceled flights being done by the airlines. I am not accepting the Airline credit that was automatically issued to me without my concent.
Expedia.com Response
• May 21, 2020
May 21, 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 record reflect a round-trip fare with ***
Airlines departing Phoenix, AZ to San Francisco, CA on April 30, 2020,
returning May 3, 2020 for two adults. We understand Mr. is
requesting a refund for the flights in lieu of future
travel credit.***
Airlines has made multiple schedule changes to the customers record since March,
however the airlines accommodated the changes. On April 20, 2020 *** airlines
changed flight *** without any re-protection making the flights valid for refund.
We have confirmed with *** Airlines directly the refund is possible. Expedia
has processed a refund in the amount of $451.88 to the original form of payment
used. Due to the unprecedented volume of travel disruption, refunds may take 30
business days to reflect. 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 21, 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.
chronicle of events:
- Nov 2, 2019 purchased 4 round trip airline tickets from expedia.com for a total of $2,040.60 (Itinery #: ***)
- Apr 10, 2020 I cancelled my flight due to COVID-19 via expedia.com website and received emails from Expedia that *** Airlines and *** Airlines will issue 874.40 USD and $1,151.20 USD credit, respectively.
- Apr 18, 2020 from expedia.com I found 4 round trip Main Cabin class airfare tickets LAX-HNL departure Sun, Aug 2 and return Fri, Aug 7 for $1,603.88
Departure: Sun, Aug 2 *** Airlines 7:00 AM
Return: Fri, Aug 7 *** Airlines 8:35 PM
As per expedia.com I have to call Expedia support to apply the airline credits. On Apr 18, 2020 I called Expedia support contact 877-*** and I was on the phone with Expedia agents: Jacqueline and her supervisor George for 2 hours 47 minutes. Initially, for the same itinerary they quoted me almost 6,000.00 USD for 4 round trip tickets which was more than 3 times the online price. After almost three hours on the phone George was able to quote me with a much reduced price which I have to pay only $138 difference for *** Airline airfares. I provided George my credit card information. However, this evening I found 4 separate charges in my *** credit card from *** Airlines Seatle Tacomus with an amount of 335.30 USD each transaction (Total: 1,341.20 USD) which I did not authorize for this amount.
Expedia.com Response
• May 21, 2020
May 21, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case
# ***Dear Revdex.com, Thank you for taking the time to contact regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on November 25, 2020, Mr.,
or an authorized user of his account, self-booked a combined one-way flight reservation on Expedia.com, under itinerary
***. Travel was with *** Airlines and Delta, departing on April
12, 2020, returning on April 17, 2020, from Los Angeles, CA to Honolulu, HI. We
understand Mr. is requesting a refund, stating he was charged more than the
quoted price of the flight exchange of his inbound flight with *** Upon receipt of
the complaint, we verified that on April 19, 2020, Mr. was quoted a fee of
$198.90 to process the exchange of his inbound flight with *** Because we value Mr. as a customer, and regret his
experience was not as we would have hoped, Expedia is happy to honor his refund
request in the amount of $1,142.30 (difference from the quoted amount and the
charges to his credit card). Due to the unprecedented circumstances, the time
it takes to receive the said refund could take up to 30 days to reflect in Mr.
’s account. 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
• May 22, 2020
Complaint: ***
I am rejecting this response because: I paid $2,004.60 for 4 round trip tickets from LAX to HNL. Why the Expedia.com refunds only $1,142.30. Please explain.
Sincerely
Expedia.com Response
• May 29, 2020
May 29, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr.
*** (Revdex.com case number ***). We understand
Mr. did not accept our resolution offered.Upon further review of the complaint, we verified that the
total amount of $2,040.60 was accepted and agreed to by Mr. for his original
booking. The issued refund on April 21, 2020 was for the difference in the
quoted amount and what was charged on Mr.’s account for the requested flight
exchange made on April 19, 2020.We regret Mr.’s experience was not as we would have
hoped, based on the information provided above, Expedia is unable to honor his request
for additional refunds. Again, we
thank you for allowing us to address this matter further. As no new information has been provided about the issue, we
respectfully request the Revdex.com close this case.Sincerely,Erika *** Corporate Correspondence Team
On January 9 I bought two tickets from Expedia, for my daughter and me, to fly round trip on *** from Tel Aviv to Osaka From April 27 to May 6. *** cancelled the flight, and when I called *** to ask for a refund they told me that it had to be done through Expedia.
On March 29 I received an email from Expedia notifying me that they are giving me credit on *** for future flight (13 months). I am 75 and due to health issues will not take another vacation or fly in the foreseeable future. I will therefore not be able to use the credit. Additionally, EU regulations required airlines to provide refunds for cancelled flights. However, because I bought the tickets through Expedia it is not possible for me to request the refund directly from the airline.
My attempt to contact Expedia were unsuccessful (both on the phone and on the chat). I tried many time, was waiting for someone to answer (both on the phone and on the chat) for many hours, and twice when I got someone to answer I was disconnected. This is unacceptable, even in these challenging times.
Expedia.com Response
• May 20, 2020
May 20, 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 a
full refund
for the flights purchased.
Our records indicate on January 9, 2020, Ms.-*** or an authorized
user of the Expedia account self-booked two round trip flights on *** departing
on April 27, 2020 from Tel Aviv, Israel to Osaka, Japan and returning on May 6,
2020 along with the Flight Protection Plan via ***.We can confirm on March 11, 2020, the customer contacted our Social Media Team and was advised of the
cancellation policy posted on the airline’s website. The representative advised
the tickets would remain open for use for a year. The year applies from the purchase date, this
means that you'll have up to Jan 09th, 2021 to complete a new travel.After further
review on May 20, 2020, Expedia
reviewed the *** record and confirmed *** unconfirmed flight
segments on March 16 & 23, 2020. The
customer cancelled the flights via electronic communication on March 29, 2020. *** COVID19 policy states the
cancelled flight are good for future travel credits. Expedia emailed the
customer a cancellation email, which advised the airline credit was $1,257,72 ($628.86
a ticket). The customer needs to contact
our Customer Service Department at 877-*** to exchange the tickets.The application of the EU Air Passenger Rights Regulation (Regulation
261/2004) to airlines’ refunds in these exceptional circumstances is currently
being discussed by the European Commission and EU governments.
Consequently, several EU governments have now clarified that airline credit can
be used for crisis situations such as COVID-19. We expect further guidance
shortly to help travelers, travel agents and suppliers provide temporary
measures, providing the necessary flexibility for flight travelers to resume
holiday plans when the crisis ends, and you are able to travel.
We understand that you are dissatisfied with
receiving a credit with an airline vs. a full refund. We’ve worked incredibly
hard to work with our partners to provide travelers with as much flexibility as
possible due to COVID-19, particularly for flights that are ordinarily
non-refundable or limit changes. We recognize that an airline credit may not be
what you were looking for but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow the
airline policies. Based on the above we
are not able to honor your request for a refund.
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. *** were 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, Ms.
***-*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I purchased two tickets for my wife and I through Expedia.com to travel to El Salvador, Central America on 5-10-2020. The tickets I purchased are with *** AIRLINES. Because of the World Pandemic, El Salvador's airport has been closed to international flights and the travelers who are able to enter the country are been put in quarantine for 30 days in special centers. *** Airlines first changed my flight to another date, but they also gave me the option to get a full credit for our flight with a voucher, free of any charges, if I wanted to change my flight to another date. However, they referred me back to EXPEDIA to make those changes, because they were considered as "my travel agents". I contacted Expedia and they are willing to give me credit for the value of my tickets of $1,157.76 minus $200,00 which is considered a fee for "the services". I don't think I should pay $200.00 when *** is not charging any fees. I also think that this is Not a good practice business from Expedia. We are in a world wide pandemic that is affecting everybody in the all world, and they should be more proactive helping their customers, instead of taking advantage of us.
This is my Itinerary number with Expedia# ***
*** Airlines Confirmation# *** Thank you for your help!
Expedia.com Response
• May 20, 2020
May 20, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Mr. ***, Revdex.com case number *** regarding not
paying a $200 cancel fee or being able to receive a flight credit. We understand that Mr. would like to receive a flight credit or a refund without
having to pay the $200 fee per ticket.
Our records indicate on February 13, 2020, Mr. or an authorized user of the
Expedia account self-booked two round trip flights on *** departing on May 10, 2020 from San Francisco, CA to San Salvador, El Salvador and returning on June 12, 2020 via ***.We can confirm on April 15, 2020, the airline record is noted that the customer was advised of a
$200 cancellation fee per ticket.On May 3, 2020, the customer communicated with our online CHAT regarding a voluntary
exchange. The flight dates were changed
from May 10, 2020 - June 12, 2020 to January 10, 2021 – January 19, 2021;
Expedia emailed a confirmation email to the customer’s Expedia account with the
new travel itinerary, the origin and destination did not change. After further review on May 20, 2020, Expedia confirmed the ticket travel dates were change on May 3, 2020 after our
representative had an online CHAT conversation with the customer. After changing the travel dates to reflect
January 2021 through January 19, 2021 Expedia email the confirmation to the
Expedia account, the origin and destination did not change.
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. DeLuca agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• May 20, 2020
Complaint: ***
I am rejecting this response because:Expedia is changing the facts. I Did Not cancel my flight. On the contrary my flight was canceled by *** Airlines. The Salvadoran government has closed the airport to any flights, they are only accepting emergency flights due to Corona Virus 19. As a result of this, I contacted *** and they told me they were going to give me a full credit voucher without paying any extra fee, but I had to do it with Expedia. I then contacted Expedia and they told me that I had to pay that I had no other choice. I have proof of my Chat with them, and I can send you copies of our Chat. They refused to give me a full credit voucher and forced me to pay the extra$400.00. Their agent “Gino” even made a mistake with the return date and instead of using the date I gave him in writing, he mistakenly entered 1/19/2021, instead of 1/29/2021, as I had requested. I tried to contact Expedia again several times to no avail. They are not answering my calls or text messages. They forced me to pay extra and on top of they made a mistake with my reservation. It is sad what this company is doing, taking advantage of their customers. I am 64 years old, diabetic and at risk of contacting this disease, and I feel abused, and abandoned by this company. In view of this, I demand a refund of all of my money $1,157.76 plus $400.00 changing fees for a total of $1,557.76
PD: The International Airport as of today 5/20/20, is close to any flights. I Did Not cancel my flight.
Sincerely
Customer Response
• May 20, 2020
I am attaching copies of my chat with Expedia that you requested. I tried to send them using my cell phone, but I am not sure if it worked. My flight was canceled by *** because the Salvadoran Airport is closed. *** says on their web site that they are Not charging to make changes and they are offering full credit vouchers. so, why is Expedia charging me?
***attachments redacted by Revdex.com
Expedia.com Response
• May 26, 2020
May 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. *** We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting
that Expedia issue a refund for the flight reservation. Expedia has reviewed the details of the
previous cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
Expedia has been able to confirm that *** unconfirmed the original
flight. After the flight was unconfirmed
by ***, Mr. decided to change the date so of his fight. Our representative followed the guidelines
that were set by *** for exchanging the ticket per Mr. request. *** policy used the original date of
issue (February 13, 2020) to determine how the exchange would be issued. Since
the tickets were originally issued prior to the dates that *** authorized,
Mr. had to pay the $200 exchange fee per ticket.*** COVID19 policy appeared
as follows: Cancel with Credit
International flights: Tickets issued between 04-Mar-20
thru 30-Jun-20; or
Domestic flights: Tickets issued between 14-Mar-20 thru
30-Jun20 Then: Waive change fee only New ticket must be reissued within ticket validity New travel dates must be completed on/before 30-Jun-21 Additionally: For original travel on/after 01-Jul-20, customer must change their
date with at least 15 days’ notice from their original departure date.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. Based
on the above there is no refund request that we are able to honor. Thank you for allowing us to address this
matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• May 26, 2020
Complaint: ***
I am rejecting this response because: The date of our flight was originally from May 10 2020 to June 12 2020. We reschedule our flight because the Internacional Airport Of El Salvador was closed and remains closed to regular flights due to the Corona Virus pandemic. We Did NoT Reschedule arbitrarily. Expedia is lying and twisting the facts. It is a shame they are doing this to their customers. I regret buying my tickets with this company and I will inform my family and friends NOT to do any future business with them.
I purchased a trip through Expedia. I also purchased their Traveler's Protection Plan that clearly states "if the customer cancel due to unforeseen circumstances, they will be refunded 100%. Expedia has not honored this plan and has only sent an automated email to refund me for hotel and shuttle fees. They are not reimbursing my flights through *** Airlines and ***. I also receive automated emails stating that the airlines will only offer credit for future flights. If I would've known Expedia wouldn't honor their policy, I would have not purchased the plan for $110.00. Since the COVID 19 has taken place, I am currently on lock down set by my Governor and my state currently has a curfew. I feel as if I was mislead, bamboozled, misguided, and taken advantage of by a million dollar plus company. They do not answer phone calls or emails, therefore there is no way to get in contact with this company. In addition, some of the people I was traveling with flights were cancelled through the airlines, therefore forcing us to cancel the trip for safety reasons. Furthermore, the other passenger I was traveling with which is included in the package, whom is to to say I will be able to travel with her in the future. Therefore, the credits will just be sitting with the airlines when there is an uncertainty of what the future holds for either of us. That is not fair to the citizens of this country. Expedia is holding my money hostage when I could be providing foods and supplies for my family instead during this pandemic. This shows no loyalty to your customers and our life's worth does not mean much to this company which is disheartening since so much has happened. Expedia should honor their contract which I paid for and refund my monies in full.
Expedia.com Response
• May 20, 2020
May 20, 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 ***Bottom of Form Bottom of
Form, Revdex.com case number *** regarding a refund. We understand that Ms. would like a refund of $623 for the
flights and the insurance. Our records indicate on March
10, 2020, Ms. Ashley *** or
an authorized user of the Expedia account self-booked two combined one way flights,
the departure flight was on *** Airlines departing on May 14, 2020 from Dallas,
TX to Cancun, Quintana Roo, Mexico and returning on *** on May 17, 2020,
three night stay at *** By *** All Inclusive Resort and the
*** Shuttle Service along with the Vacation Waiver via ***.We can confirm on April
17, 2020, the customer initiated
refunds by cancelling the hotel reservation and the *** Shuttle Service. The hotel was refunded $505.59 and $34.20 for
the shuttle service was issued to VISA card ending ***. Flights were also cancelled online by customer
for future flight credits. After further review on May 20, 2020, Expedia reviewed
the Expedia account and can confirm on April 17, 2020, the reservation was cancelled
by the customer online. A refund was
issued for the hotel and shuttle service, as they were refundable. The customer Vacation Waiver allows a refund
of any change fee. Since the flights were
cancelled online, future travel credit applies. The tickets will need to be exchanged, if the customer is charged an exchange
fee it could be refunded. The customer needs to contact our Customer Service
Department at 877-227-7481 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. *** Airlines and *** were 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, 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.
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
Customer Response
• May 20, 2020
Complaint: ***
I am rejecting this response because:
I have attached Expedia's Insurance policy which clearly states that quarantine is guaranteed a refund. I am requesting for a refund of $519.00 which includes the flights. Mrs. Didi knows that the customer does not self-book one way flights. The customer can only choose whichever option is on the screen. I was on a quarantine hold by my Govenor until May 15th, that is why I could not attend my trip. I paid for the more expensive Insurance which guaranteed a 100% refund.
Sincerely
Expedia.com Response
• Jun 03, 2020
June 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint. We
understand that Ms. has questioned
why the insurance was not honored by Expedia.Expedia
has reviewed the details of the previous cases; we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Expedia stands behind their original
response. On April 17, 2020, the
reservation was cancelled by the customer online. A refund was issued for the hotel and shuttle
service as they were refundable. Since
the flights were cancelled online, future travel credit applies per the
airlines policy. In order to use the future
travel credit, the tickets will need to be exchanged. The type of protection
that was purchased would have covered an exchange fee if the flights were
cancelled and changed. Based on COVID19
the airline is not going to be charging an exchange fee when the future travel credit
is used. The customer needs to contact
our Customer Service Department at 877-227-7481 to
exchange the tickets. There will not be
an exchange fee but if there is an increase in the cost of the new fare it is
the customer responsibility.
We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 04, 2020
Complaint: ***
I am rejecting this response because:
Yes, Mrs. Didi, you are addressing a consumer’s complaint “again”.
That was very rude and disrespectful as an Expedia representative. My complaint
could have been resolved but you have not honored my insurance. It is sad that
you are misleading Revdex.com and potential consumer’s regarding the insurance I
purchased. The refund for the hotel and shuttle that you continue to mention
was going to be an automatic refund regardless which is mentioned on Expedia’s website.
In addition, the insurance did not state anything about airline credits for the
future. Expedia’s Insurance stated on the web page before submitting to
purchase a “100% refund to consumer”. I
feel as if you have added on policies that were not there because I read it
before purchasing. Insurance for items
such as car, home, medical and health are purchased because consumers are
preparing for a return on their investment. I would have never purchased
insurance for an extra $100 had I known Expedia would be dishonest. We are living
in a pandemic and this is how you treat customers? I would recommend that no
one purchase from Expedia. The treatment I have received thus far has been disrespectful,
misleading, and discriminatory. They do not honor their policies or customers.
Please view Expedia’s social media accounts where you will see that many customers
have been bamboozled out of their funds. Please consumers do not book with
Expedia, you will regret it. Thank you Revdex.com for your help and time.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Attempted to purchase a airline ticket through Expedia.com with a virtual card through ***. There were issues with the transaction and it was declined however I was told that Expedia still collected the money for the purchase and was processing it. I have no receipt other than the email, no intinerary number. I have since purchased another ticket and do not need this ticket that’s “being processed” by Expedia. Since the ptocessing is still happening I have no itinerary number to reference when I call customer service to cancel the processing of the credit charge. In order to get through to customer service on the phone you must have a itinerary number. Not sure what to do or who to contact. They allow cancellation 24 hours after purchase, I have already passed this period and have no way of cancelling without a itinerary number. I did this transaction on Saturday April 18th 2020 through the Expedia App.
Expedia.com Response
• May 20, 2020
May 20, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is responding to the consumer
complaint from Mr. *** Revdex.com case number *** regarding a
refund. We understand that Mr. is requesting a refund of $400 or is requesting the
reservation be cancelled before transaction processing goes through.Upon further
research, we were unable to locate an Expedia reservation related to the
complaint. Expedia is unable to confirm a reservation was attempted to be created
on April 18, 2020. We have confirmed in
our back office system from April 18-21, 2020, the customer viewed the account
but could not confirm a reservation was created. There is no itinerary number or reservation that
was created on the Expedia account in April 2020. Affirm will not speak with
Expedia regarding the customer Affirm account because of their security, so we
suggest the customer contact *** at 855-***.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, Di-Di ***Corporate Correspondence Team
I made a package (Air/Hotel) purchase in the amount of $1549.93 on 2/18/2020. With the pandemic happening, I was trying to see if I can change my dates for my Rome, Italy trip which my parents (senior citizens) also paid Expedia for along with mines. Rome is currently an epicenter and I wanted to wait until next year to attempt to go. I then called *** a week ago and was told my flights were "CANCELLED"; someone called them to cancel and it wasn't me. I then tried to call Expedia and was unable to get a rep; was told I have to wait 10 days prior to departure! So all I have now is a hotel without flights. I've been trying to reach cust. service for at least a month to see what I can do with my trip. As a note, *** reservation rep called Expedia and she said they were rude and hung up on her. I deserve to know who gave Expedia permission to cancel my flights without notifying me prior or afterwards. So now I have a hotel I can't cancel and flights that were cancelled and out of $1549.93 with NO EXPLANATION. As a paid customer, I deserve details about my package and the money I paid to Expedia. Seems like Expedia just stole my money.
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 a full refund or a credit voucher to use
in the future. Our records indicate on February 18, 2020, Ms.
*** or an authorized user of the Expedia account self-booked one
round trip flight on *** departing on September 2, 2020 from Washington, DC to
Rome, Italy and returning on September 9, 2020, along with a six night stay at *** via ***We can confirm
on February 19, 2020, the customer called and advised she would like to upgrade the reservation for premium econ
tickets. Our representative verified the
ticket is voidable and offered to void and rebook. Our representative advised the current rates
but she decided not to change. The
customer was advised the timeframe allowed to cancel the reservation without
any fees (before 11.59pm pst time on 02-18). The customer wanted to choose the
premium seating our representative advised to get in touch with airline On April 14,
2020, *** unconfirmed the flight on the *** record.On May 13, 2020,
an email confirmation was sent to the customer email address, which advised the
reservation was cancelled and cancelled with a future flight credit.After further
review on May 21, 2020, Expedia emailed the hotel
asking if they would allow a refund for the reservation since the customer will
not be arriving in to Rome due to COVID19.
The hotel replied, “that a refund was not possible. It is possible to take advantage of a voucher
of the same amount that can be used within a year. If the dates chosen will
have a lower rate, the same amount will still be considered. The choice of the
voucher must be made before the arrival date.”
Expedia called *** and they
advised the customer called into their Customer Service on April 14, 2020 and
cancelled the flight reservation. The
cancellation created a future travel credit in the amount of $702.28. The
customer will need to contact our Customer Service Department at 877*** to advise interest in hotel’s voucher offer
for the reservation and to exchange the airline ticket for future travel.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 granteed
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
Customer Response
• May 25, 2020
Complaint: ***
I am rejecting this response because: I did not "cancel" my flights. *** said someone called and cancelled the flights. I can get phone records to prove that I did not call *** that date if need be. First of all, why would I just "cancel" a flight for no reason and keep my hotel in Rome? This makes no sense is is very suspect. I will be asking my cell phone company to provide all calls made from my mobile phone on said date of April 14, 2020. I explicitly do not appreciate someone calling on my behalf to cancel my flight.
Expedia is holding people’s money from vacations and or business trips. They are refusing to respond to clients unless traveling within 72 hours. After requesting a full refund and reaching out via social media the company sent me an email stating they are refunding $774.60 from a corporate representative. The website shows I’d be issued a refund of $844.60. My total charged to my credit card for my trip which was cancelled due to COVID 19 was $1,248.71. Expedia is not responding to calls, emails, or social media now. If I’m not fully refunded as required I will seek legal action as I’m sure millions of others would to.
June 2, 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 itinerary. Our records reflect a round-trip fare with *** Airlines
departing Charlotte,
NC to Los Angeles, CA on July 24, 2020, and returning July 26, 2020 for two
adults. And a two night stay at the *** Hotel in a Standard Room, 2
Queen Beds with the Expedia Vacation Waiver. We
understand Mr. is requesting a refund of $1248.71On April
18, the refund for the hotel in the amount of $404.11 had been processed by
Expedia. On May 6, the customers credit card company released the funds to the
customers account. On April
20, Expedia processed the refund for the *** Airline flights in the amount
of $774.60 using the Expedia Vacation Waiver. On April 23, the customers credit
card company released the funds to Mr.’s account. Unfortunately
Expedia is unable to provide a refund for the Vacation Waiver as it was used to
process a refund for the full amount of the flights and past the 15 day refund
period under the terms and conditions. No further
action has been taken as Mr.’s request has been fulfilled. We apologize
for any inconvenience this has caused.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: My credit card company has gotten a full refund from expedia and will no longer use their services.
Sincerely
On March 13, 2020 my husband and I canceled our flight and hotel package to Mexico, which was to begin on March 16 due to the CDC saying to stop all non essential travel due to coronavirus. I was told on March 13 that we would receive 2 $833 vouchers for our *** flight. I also had checked the hotel policy due to coronavirus directly with Intercontinental ***. They assured me of full refund for hotel. I have also spoken directly with the *** and have been told the refund is in process. I have tried calling Expedia multiple times and been unable to get in. I have emailed Expedia numerous times. The last email response I received said I would hear something from them in 5 days. That was 2 weeks ago. How much longer do I need to wait and why am I not getting any communication from them. Please tell me what my next course of action should be.
June 2, 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 ***
Airlines departing Denver, CO to ***,
Guerrero on March 16, 2020, and returning March 23, 2020 for two adults.
And a seven night stay at the *** All Inclusive. We
understand Ms. is requesting a complete refund.On
March 13, Ms. or an authorized user of the Expedia account called to cancel
the flight and hotel. The ticket policy with *** Airlines allows for refund
less a penalty of $200.00 per ticket. As per previous documentation, Ms.
previously opted to keep future travel credit with *** Airlines valid to re-book and complete new travel by January 6, 2022 with no change fees, while
fare difference may apply. The policy of the hotel room booked is as follows: Cancellations or changes made after 5:59 PM local
hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 100% of
the total amount paid for the reservation. We must contact the hotel directly
to request a refund approval for the customer. Expedia has contacted IHG guest
relations who advised the customers reservation falls under their Covid-19
policy for refund. We contacted Ms. who advised
us she filed for a dispute with her credit card company. It was noted that
Expedia cannot process a refund until the charge-back is cancelled to avoid
further interruptions. Ms. has noted she will cancel the dispute and
allow Expedia to refund.Expedia will contact the customer
directly when we receive notice the dispute is cancelled and a refund processed
for the hotel and flight reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight with *** airline through Expedia for 05/13 departure and 05/26 return. *** airline has cancelled my flight. I contacted Expedia through various systems to request for my refund. Regardless of Department of Transportation's order for refund they refuse to issue me refund and asking me to keep airline credit.
In short, against DOT's order, Expedia refuses to give me refund for my cancelled booking.
June 3, 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 New
York, NY to Islamabad, Pakistan on May 13, 2020, and returning May 26, 2020 for
one adult. We understand Mr. is requesting a refund for cancelled flights.On April 14,
*** airlines cancelled flight operations for the out-bound flight on May 13.
The airlines recently updated their policy to allow refunds using the Covid-19
flex policies.Expedia
has initiated the refund for $719.57 and will be processed by *** airlines.
Refund time-frame varies based on the airlines and the customers financial
institution. We
apologize for any information given to Mr. previously advising refunds
are not possible. Expedia follows the policies of each vendor which are subject
to change during these unprecedented times. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:Expedia has not communicated to me directly that they are issuing me refund which is common courtesy to inform clients. Moreover, I have to file complaint against them to get my refund which seems pretty horrible to me. They have made billions of dollars over the years and couldn't issue refunds to their customers when DOT clearly told them to do so. Moreover, I spoke to *** Airline correspondent when I requested Expedia for refund and they told me that they are issuing refund. Moreover, *** airline's website clearly said, any unused tickets will be refunded but Expedia decided to hold them money as long as they can against DOT policy.
Therefore, Expedia's response is a lie unless they actually issue refund and apologize for malicious behavior. I don't know how many people are stuck in similar situation.
Sincerely
We purchased travel insurance for our Expedia trip itinerary ID#***. The travel waiver indicates that we are eligible for a refund for cancelation of trip prior to the date of travel. Due to coronovirus and the huge demand on their customer service lines, we were forced to cancel on line. We were issued a futurel credit for the airline as the waiver states, but we are entitled to a refund for the hotel and associated fees, but have not received it. We attempted to get this resolved through customer service but are hung up on.
June 4, 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 *** Airlines departing Columbus,
OH to Key West, FL on March 29, 2020. And returning April 4, 2020 for two
adults. And a six night stay at
the The
*** Inn-Adults Only hotel in a *** Room. And the Expedia Vacation
waiver. We understand Ms. is
requesting a refund for the flights and hotel using the vacation waiver.On March
25, Ms. or an authorized user of the Expedia account cancelled the
flight with *** Airlines. The flights purchased are non-refundable and
non-changeable, however *** Airlines has extended future travel credit.
The customer must complete/re-book new flights by December 31, 2021 without
change fees, while fare difference may apply. If the customer chooses to fly
the same routing with original outbound and destination as the originally
booked flights, *** Airlines will waive the change fees as well as fare
difference. Unfortunately the vacation waiver does not allow a full refund per
the terms and conditions. The waiver will cover for any cancellation or change
fees imposed by the airline. When Ms. is ready to re-book new flights
with *** Airlines, she must call Expedia to re-issue new tickets.The room
reservation purchased is non-refundable, however the hotel has advised Expedia
they have processed a refund in the form of a voucher for the full amount of the
hotel stay, plus an extra night stay valid for one year. Ms. may
re-book with new dates at the same property by April 10, 2021. The hotel
emailed the customer with instructions on how to redeem her voucher. While the
hotel has allowed a refund in the form of a voucher, the vacation waiver will
not apply to this reservation to allow a full refund. 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
Hi,
My family and I are planning to have a trip from Dallas, TX to Paris, FR on May 22nd-25th 2020: the full package (hotel + flights) was booked through Expedia.com (Itinerary #*** - FYI, we have Platinum(!) status with Expedia). Unfortunately per Expedia *** Airlines which committed to fly us “in and out” between Dallas and Paris (*** Trip Confirmation ***) has canceled our flights although per *** site it still flies to Paris from Dallas on these dates (flights *** (!?)). So as of now out of our booked “hotel + flights” package on Expedia app we see only “hotel” as a leftover, no flights anymore: how are we supposed to get to Paris and back?! When we called *** they sent us back to the travel agency, i.e. Expedia but Expedia has only auto phone response system offering clients (including “special” phone line for “Platinum Status” clients!) to call ONLY 72 hours before the trip(!?): are they planning to arrange our flights to Paris and back to Dallas then? I doubt it! BTW, as of April 21st Expedia.com still offers different Paris packages “hotel + flights” for May 22nd-25th from Dallas! I want Expedia to deliver on its promise and to restore our package to “hotel + flights” ASAP or to return the real money we had paid for the full package (NO credits!)!
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 a
packaged reservation. Our
records reflect a round-trip fare with *** Airlines departing Dallas, TX to Paris,
*** on May 22, 2020, returning May 25, 2020 for three adults. And a two
night stay at the Hotel *** in a Club Room for two
adults. We understand Mr. is requesting to restore the cancelled flights by ***
due to the Covid-19 pandemic, or a complete refund.On May 1,
2020, Mr. or someone with account access called Expedia to inquire on a
refund for the itinerary. A refund for the flight portion as well as the hotel
was processed for refund. The flight portion was a total of $1956.12, and $513.51
for the hotel. On May 5,
2020, both refunds failed due to a charge-back initiated by the customer. Unfortunately
we will not be able to process any further refunds as Mr. will receive
the refunds through the charge-back process via his 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
I booked tickets for my aunt's fami*** for a trip Japan and Hong Kong back in November with Expedia, the flight was from May 20th to June 3th 2020. As Covid 19 happened, we waited until we get noticed from *** airlines to update about cancellation fees being waived. *** airlines final*** had an update about getting refund without paying handling fees for flight that have routes to and from China including (Hong Kong and Macau) which are the ticket I booked. I had filled out refund request form per Expedia's instruction on their website. On April 15th, 2020 I got an email from them telling me I will still be charge $300 cancellation fees. I asked them to check on that because ***'s website said the fees would be waived. Since then they kept on reping to my email telling me to call their customer service phone numbers or using the chat box. Neither of those tools works because their system automatical*** blocked out and/or hung up on customers those are not traveled within 10 days. As soon as I provided my itinerary number Expedia disconnected automatical*** and tell me to contact later when my travel is within 10 days. I wrote back to Expedia to complain to them about the problem and they kept on insisting that I keep on calling their customer service number or using the chat box, even though I've been telling them over and over I can't get through due to my travel date are not within 10 days. They have people answering email but not there to help? I feel like I've been scammed and Expedia is not providing a proper solution.
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 a flight reservation. Our
records reflect a round-trip fare with *** Airways departing San Francisco to Tokyo,
Japan on May 20, 2020, returning June 3, 2020 for three adults. We understand Mr. is looking is requesting a refund
due cancelled flights following the Covid-19 pandemic.On May 9,
2020, all three tickets have been initiated for refund by Expedia. The refunds
will be processed by *** Airways as they are the merchant of record.
Refund timing depends on the airlines and the customers financial institution.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.Sincere,Michael
***Corporate
Correspondence Team
I attempted to call Expedia to confirm their cancellation/refund policy prior to booking a Las Vegas trip, in order to verify if they issue full refunds in the event Las Vegas is not open during the time of trip which is 5/5 to 5/14. I could not reach anyone at their customer service number, due to pandemic, they are not taking calls unless you are booked and have a confirmation number.. I called their executive office several times, the line kept ringing when I hit option zero to speak with someone.. I need to verify if full refunds, including flight, will be issued if Las Vegas is not open from 5/5 to 5/14..
June 3, 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 ***) in regards to booking a new
itinerary.We understand Mr. is
requesting refund eligibility on booking a new flight.Expedia
follows the policies of the airlines and will depend on the flex policies in
place from them. If the flight is booked as non-refundable and no flex policy
in place, the flight will remain as non-refundable. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
On February 21, 2020 I purchased an airline ticket roundtrip from Fort Lauderdale to *** Israel from Expedia.com. I was charged $1278.61. The invoice was $378 for the flight, 704.61 for taxes and $70 for travel insurance. I wrote them asking to explain how the flight could be $378 and taxes be $704.61. In addition the flight + taxes + insurance = $1152.61, so why was the charge for $1278.61. They explained that sometimes taxes can be greater than the flight, which was strange to me, but never addressed the extra $126 charge. I then emailed with them back and forth, with no explanation of the extra charge. First they told me it could be because prices went up and to check my receipt. My receipt did not reflect a increase. Then they told me it was for a seat upgrade. I chose my seats directly from the airline and did not chose any upgraded seats. They asked for my receipt, which I sent them multiple times. They continued to ask me for a copy of the receipt and continued to tell me the charges were for upgraded seats. When I finally told them I wanted my money back because they could not provide an accurate account, they told me I could have a credit -$300 and any additional fees for a new flight.
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 reflect a round-trip
fare with *** Airlines departing Fort Lauderdale,
FL to ***, Israel on July 11, 2020, and returning July 21, 2020 for one
adult. And the flight protection plan administered
by Travel Guard. We
understand Ms. is requesting a refund due to additional charges totaling
$126.00 and billing inquiries regarding fare and tax break down.The tax breakdown is as follows: TAX 598.00YQ TAX 37.80US TAX 5.89YC TAX 7.00XY TAX 3.96XA TAX 11.20AY TAX 27.26IL TAX 13.50XF. The base fare is $378.00 with a total ticket amount of $1082.61. Expedia has advocated the additional charge of $126.00 to *** airlines
and was advised the customer purchased the *** Club Trip Pass directly with
a *** airlines agent. The remaining amount of $70.00 was the purchase of the
flight protection plan. The total trip cost is $1278.61. Expedia is unable to process a refund for the full amount
of the flights as no travel disruptions or major schedule changes have occurred
to allow full refunds. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I purchased my flight from Expedia on February 21,2020. I purchased 2 Club Passes from ***, directly, on February 23,2020. The 2 charges from *** are $86 and $50 and we’re paid with a separate credit card. Therefore, as per my claim, Expedia can not identify the extra charge of $126 on February 21,2020. Please see the attached invoices from *** dated February 23,2020, in addition to the invoice from Expedia dated February 21,2020. Thank you.
Sincerely
June 15, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from ***
*** (Revdex.com case number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.Expedia has contacted *** airlines a second
time to inquire on the $126.00 charge made to the master card ending in ***.
The airline does not show a charge for this amount, although the charge for
$136.00 has been confirmed and refunded to the *** ending in ***. Two attempts have been made via telephone to reach Ms. in request for a billing statement which shows the charge from *** in
the amount of $126.00, unfortunately we were unable to reach Ms.. We
kindly ask the customer to contact Expedia’s service desk at her earliest convenience,
and reference the case number provided to better assist her. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I do not wish to speak with Expedia at this time. I have emailed my concerns regarding this issue many, many times since February. It is now June and Expedia is asking me for the paperwork? How do they not have a record of charges? I sent them my receipt at least 5 times, each time I was given a different answer as to what the extra charge was for. I have emails telling me it was for seats, untrue. Upgrades with ***, not the same amount and different card. They were very sure, each time I received an email, what the charge was for. When it didn’t add up, I continued to request the information. I can not and will not do business with a company that can not account for the charges being billed. The fact that they continued to ask me for my receipt and continued to provide me with false information, is simply terrible and deceptive business practices. Expedia was hoping that I would accept one of their answers and go away. I can not imagine how many other customers this was done to. Each email from them is from another employee, and I had to start from scratch. It has been very time consuming. At this point, I do not wish to do business with a company that can not provide accurate information, lies to customers, and has no accountability. I just want my money returned. Thank you.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I booked back in January a trip to Spain through Expedia from Wed, Apr 8 - Thu, Apr 16 (Itinerary # *** Policy #***) I also purchase a Travel Guard Policy # *** with AIG. on 3/30/20, the travel company issued a credit for this unperformed service and they cancelled the trip. But it is stipulated in the insurance Coverage & Benefit Limits that the trip cancellation cost is 100% covered under this policy. Nor Expedia or AIG are answering my complaints. I dearly need this money now, especially during these hardship times that we are all going through. Please assist in getting me a refund instead of credit as it is noted in the travel insurance policy. Thank you
Dear Sir or Madam,
I filed with your office on 4/21/2020 two complaints ID# *** & ID# ***
Please be advised that AIG sent me last week the requested refund, therefore, I would like to close these cases with you as the primary reason is now satisfied and issue is resolved.
Let me know if you need any further information that might assist you in closing these complaints.
Best
We booked a trip from Detroit, MI to London, England and a stay at a hotel. We purchased the vacation waiver insurance and prepaid $5826.93. We were set to depart on ***/*** March 27, 20 and return April 5, 20. The government shut down travel to England and the flights cancelled. The hotel has offered us a voucher to use within the year but Expedia has been unreachable for the last several weeks. WhenI finally reached Expedia (today) they have no answers and suggest that I may lose $5826.92. I need verification of a voucher for the entire trip and instructions how to reschedule or a refund for the full amount paid - Itinerary #***. I keep getting hung up on and/or the run around from Expedia after spending hours and hours on hold with this company.
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 (insert product). Our records reflect a round-trip fare with *** Airlines
departing Detroit,
MI to London, England, UK on March 27, 2020, and returning April 5, 2020 for
two adults and one child. And a eight night stay at The
***, *** Collection by *** in a suite.We understand Ms. is requesting a complete refund.On
April 2, *** cancelled flight operations for the out-bound flight. On April 21,
Ms. or an authorized user of the Expedia account called to inquire on future
travel credit with ***. An Expedia representative had advised travel credit
will be issued in the form of a voucher for each traveler. Ms. must
complete new travel by April 21, 2021. Full description of the policy was sent
via email to the customer on April 21. When Ms. is ready to re-book, she
must call Expedia to re-issue the flights.The
hotel reservation booked is non-refundable, however Expedia has advocated for a
refund on behalf of Ms. which has been approved without penalty due to
the Covid-19 pandemic. Expedia has processed a refund for $3334.35 to the
original form of payment. Refunds may take up to 30 business days to reflect
due to the unprecedented volume of travel disruptions due to Covid-19. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me IF THE CREDIT ACTUALLY APPEARS ON MY CC AS INDICATED.
Sincerely
My flight from San Francisco to Berlin Germany, on *** Airlines has been cancelled due to Covid 19 on August 31, 2020. I booked a Hotel Room through Expedia for six nights in Berlin Germany. I paid it in full. Expedia will only give me a 10% refund. This is a clear case of fraud. See below.
Hi ***- *** Airlines has cancelled my flight to Berlin on August 30. I booked five nights at the *** Berlin through expedia. I already paid in full over 2700.00. Expedia will not refund me in full. They only said I will get back 10%. Please help!!! Many Thanks!!
We have received a dispute notice from your credit card company for this itinerary. Please contact us as soon as possible to discuss and clarify the reason for this dispute.
note, if this dispute is for a future reservation, failure to respond in a timely manner may result in cancellation of this reservation. Cancellation is subject to the provider's cancellation policies.
Our contact information can be found below. Your attention to this matter is greatly appreciated.
Itinerary Details:
• Itinerary Number: ***
• Travel Begin Date: 9-2-2020
• Travel End Date: 9-8-2020
• Dispute Amount: 2579.54
• Transaction Date: 2-4-2020
Thank you,
Expedia Credit Card Dispute Resolution Department
Phone: 866*** Country Code: *** Fax: *** Please note, our normal business hours are Monday-Thursday, 7:30am to 4:30pm EST and Friday, 7:30am – 2:00pm EST
20
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 Mr.
***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Mr. is requesting a full refund for the hotel reservation. Our records indicate on February 5, 2020,Mr. *** or an authorized user of the Expedia account
self-booked a six night stay at the *** Hotel, Berlin, checking in on
September 2, 2020 and checking out on September 8, 2020 via ***.
We can confirm on May 7, 2020, Expedia replied to the customer’s email advising, “Due to COVID-19 and the unprecedented circumstances it has
created in the travel industry, we are currently deploying our resources to
prioritize customers traveling within the next 72 hours. The overwhelming
volume of these imminent requests means we won’t be able to assist with your
booking immediately, and we’ll get back to you as soon as we can. While we may not be able to assist you
directly at this time, we have resources available at https://www.expedia.com/
that provide up-to-date guidance and potential self-service options.” The
customer replied advising his displeasure with Expedia response. Expedia replied
with a second email advising the hotel reservation has been cancelled and the
refund is $257.95.
After further review on May 22, 2020, Expedia has been able to verify the refund of
$257.95 that was issued on May 7, 2020 did not go through. The refund did not go through since the customer
filed a dispute with the financial institution on April
15, 2020. The financial institution and
is showing settled in our system on May 19, 2020. The dispute filing has caused
the refund to fail and the customer needs to communicate with the bank on their
decision on the dispute filing. Expedia is not able to assist since the
customer has filed the dispute.
The hotel reservation cancellation
and change policy advised appeared as follows: Cancellations
or changes made before 5:00 AM local hotel time, Thursday, July 23, 2020 are
subject to a hotel fee equal to 90% of the total amount paid for the reservation. Cancellations or changes made after 5:00 AM local hotel time, Thursday, July
23, 2020 are subject to a hotel fee equal to 90% of the total amount paid for
the reservation. If you fail to check-in for this reservation, or if you cancel or change this
reservation after check-in, you may incur penalty charges at the discretion of
the hotel of up to 100% of the booking value. 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. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use,
which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
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 travel 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 fashion.Our 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 the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
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, Di-Di ***Corporate
Correspondence Team
Still no refund. They are crooks
June 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding
a refund. We understand that Mr. is requesting a full refund for the hotel
reservation. We have reviewed
the documentation Mr. provided to further address his concerns. After
further review on June 26, 2020, since
the last Revdex.com was addressed on May 22, 2020, Expedia’s investigation verified a dispute had
been filed with the customer financial institution. The hotel reservation was booked as non-refundable. A Supervisor from our Customer Service
Department emailed Mr. on June 3, 2020 and advised Expedia is not able
to secure a refund with the property but are able to work with the property to
offer a voucher towards a future stay. Expedia stands with our initial offer. The hotel reservation was booked as non-refundable
and we cannot offer a refund. Upon
acceptance the voucher would be valid for one year from the date of issue.We understand that you are dissatisfied
with receiving a voucher for the hotel reservation. We’ve worked incredibly hard to work with our
partners to provide travelers with as much flexibility as possible. We recognize that a hotel voucher may not be
what you were looking for but know that these are extraordinary circumstances
that we are trying to work through.
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 issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
No refund. Expedia executives should be in jail. No shame.
Sincerely
On 2/1/20 I purchased 6 plane tickets, including travel insurance for myself and family members to travel to Spain from Expedia.com during March 13-21, 2020. Costing a total of $6,954 for all 6 tickets. As concerns for travel to Europe were growing because of COVID-19 my son and I began to contact Expedia about canceling our trip and getting a refund. Our first attempt to reach customer service was on 3/9/2020. No one answered. We tried to submit a request via chat to no avail. As coronavirus cases began to rapidly increase and our concerns were not mitigated on 3/11/2020 President Trump announced for all non-essential travel to Europe to be stopped. By March 13 -15th the US was recommending against travel to Spain. On 3/11-3/12/2020. We reached out again to Expedia.com waiting for hours and hours just to speak with someone and no one would pick up. Finally on 3/12/2020 my son and I called again and we pressed the prompt as if we were going to be purchasing tickets and a representative got on the line and said that we not be able to get a refund but we would receive a voucher for all 6 plane tickets that would extend travel to 12/31/2020. We advised her this was not sufficient given the evolving nature of this pandemic and it's not like everyday you can just reschedule a trip to Spain. We went ahead and canceled our flights but NEVER received the vouchers (which we didn't want in the first place). Now when you log into our Expedia accounts our itinerary # is nowhere to be found although we have proof we purchased 6 tickets. On April 17, 2020 My daughter and I called Expedia and they kept giving us the run around. This is so disheartening. While I understand businesses are being challenged it's not okay to act fraudulently in any way. At this point I am requesting a refund for each of the plane tickets I purchased. My son's email address is *** for reference in this complaint.
June 4, 2020Revdex.comSan
Francisco Bay Area and Northern Coastal CaliforniaComplaint
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 Mrs. *** (Revdex.com
case number ***) regarding a flight reservation. We understand Mrs.
is requesting a full refund of her flight reservation due to the COVID-19. Our records indicate
that on October 11, 2020, Mrs., or an authorized user of his Expedia
account, self-booked a one-way flight reservation using Expedia’s website,
under itinerary *** for a total of six travelers. Departure on
*** Airlines from Miami, Florida (U.S.A) to Madrid, Spain, with added
Travel Protection Flight Protection Plan. Upon reviewing this
matter, we show we received approval to process the refund on May 20, 2020. In addition, you were advised of the Terms and Conditions of
your Flight Protection Plan, which was also available to you at the time of
booking and within your booking confirmation email. The Plan is administered by
Aon (Travel Guard), and any claims can be made directly with them at the
contact details provided to you in your confirmation email ([email protected]), or by phone
at 1-855-266-4973 or 1-516-342-4503.While we regret that your experience was not as wewould have hoped. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Dez
Complaint: ***
I am rejecting this response because:
I have not seen the credit on my charge card. Approval to process and having been processed and credited are two entirely different things. I will not be satisfied until all monies are credited to my account.
Sincerely
June 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. *** did not
accept our response and/or resolution offered.
The airline refund process can take some time because as soon as we have initiated a refund in our system, the information will automatically be sent to
the airline's system. Once the airline receives notification of refund request, it has to inform the credit card company or the issuing bank, which then has to
credit the customer’s account. However, it also depends on the credit card company as to how long it will take them to complete the refund process and
have the amount posted to your credit card statement.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and
restrictions of the reservation and we have no authority to circumvent or to override those policies.
While we regret that Mrs. ***’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us
the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Awaiting credit card to be refunded. I understand the company saying it is out of their hands but the money has not made it to mine so until that happens I am dissatisfied.
Sincerely
I have requested a refund for a flight that I needed to cancel due to the danger of traveling during the COVID-19 outbreak. The Expeida website led me to expect a refund in 10 days, then 30, and now I just get an electronic chat that says it can't find my reservation. My Itinerary # is *** and my cancdellation requet is Case ID: REQ:
Good morning,
I would like to inform you that this complaint has been resolved. I have been offered a credit for the amount of my purchase on a future flight.
Thank you
I had purchased a flight through the company Expedia on February 26,2020. It was a flight that was non refundable if I canceled. I did not cancel the flight was canceled for me due to the COVID19 situation. I contacted Expedia and spoke to a manager Jesse D and provided case number: *** for the call on April 20,2020 when advised me I was going to receive a credit for future flights. I did not cancel the flight myself nor did I have the option of accepting the credit or receiving a cash refund. I no longer plan to use Expedia for future services making the credit not of value to me. The company dose not seem to be abiding by recently passed laws by the DOT due to the canceled flights being done by the airlines. I am not accepting the Airline credit that was automatically issued to me without my concent.
May 21, 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 record reflect a round-trip fare with ***
Airlines departing Phoenix, AZ to San Francisco, CA on April 30, 2020,
returning May 3, 2020 for two adults. We understand Mr. is
requesting a refund for the flights in lieu of future
travel credit.***
Airlines has made multiple schedule changes to the customers record since March,
however the airlines accommodated the changes. On April 20, 2020 *** airlines
changed flight *** without any re-protection making the flights valid for refund.
We have confirmed with *** Airlines directly the refund is possible. Expedia
has processed a refund in the amount of $451.88 to the original form of payment
used. Due to the unprecedented volume of travel disruption, refunds may take 30
business days to reflect. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
chronicle of events:
- Nov 2, 2019 purchased 4 round trip airline tickets from expedia.com for a total of $2,040.60 (Itinery #: ***)
- Apr 10, 2020 I cancelled my flight due to COVID-19 via expedia.com website and received emails from Expedia that *** Airlines and *** Airlines will issue 874.40 USD and $1,151.20 USD credit, respectively.
- Apr 18, 2020 from expedia.com I found 4 round trip Main Cabin class airfare tickets LAX-HNL departure Sun, Aug 2 and return Fri, Aug 7 for $1,603.88
Departure: Sun, Aug 2 *** Airlines 7:00 AM
Return: Fri, Aug 7 *** Airlines 8:35 PM
As per expedia.com I have to call Expedia support to apply the airline credits. On Apr 18, 2020 I called Expedia support contact 877-*** and I was on the phone with Expedia agents: Jacqueline and her supervisor George for 2 hours 47 minutes. Initially, for the same itinerary they quoted me almost 6,000.00 USD for 4 round trip tickets which was more than 3 times the online price. After almost three hours on the phone George was able to quote me with a much reduced price which I have to pay only $138 difference for *** Airline airfares. I provided George my credit card information. However, this evening I found 4 separate charges in my *** credit card from *** Airlines Seatle Tacomus with an amount of 335.30 USD each transaction (Total: 1,341.20 USD) which I did not authorize for this amount.
May 21, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case
# ***Dear Revdex.com, Thank you for taking the time to contact regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on November 25, 2020, Mr.,
or an authorized user of his account, self-booked a combined one-way flight reservation on Expedia.com, under itinerary
***. Travel was with *** Airlines and Delta, departing on April
12, 2020, returning on April 17, 2020, from Los Angeles, CA to Honolulu, HI. We
understand Mr. is requesting a refund, stating he was charged more than the
quoted price of the flight exchange of his inbound flight with *** Upon receipt of
the complaint, we verified that on April 19, 2020, Mr. was quoted a fee of
$198.90 to process the exchange of his inbound flight with *** Because we value Mr. as a customer, and regret his
experience was not as we would have hoped, Expedia is happy to honor his refund
request in the amount of $1,142.30 (difference from the quoted amount and the
charges to his credit card). Due to the unprecedented circumstances, the time
it takes to receive the said refund could take up to 30 days to reflect in Mr.
’s account. 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 paid $2,004.60 for 4 round trip tickets from LAX to HNL. Why the Expedia.com refunds only $1,142.30. Please explain.
Sincerely
May 29, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr.
*** (Revdex.com case number ***). We understand
Mr. did not accept our resolution offered.Upon further review of the complaint, we verified that the
total amount of $2,040.60 was accepted and agreed to by Mr. for his original
booking. The issued refund on April 21, 2020 was for the difference in the
quoted amount and what was charged on Mr.’s account for the requested flight
exchange made on April 19, 2020.We regret Mr.’s experience was not as we would have
hoped, based on the information provided above, Expedia is unable to honor his request
for additional refunds. Again, we
thank you for allowing us to address this matter further. As no new information has been provided about the issue, we
respectfully request the Revdex.com close this case.Sincerely,Erika *** Corporate Correspondence Team
On January 9 I bought two tickets from Expedia, for my daughter and me, to fly round trip on *** from Tel Aviv to Osaka From April 27 to May 6. *** cancelled the flight, and when I called *** to ask for a refund they told me that it had to be done through Expedia.
On March 29 I received an email from Expedia notifying me that they are giving me credit on *** for future flight (13 months). I am 75 and due to health issues will not take another vacation or fly in the foreseeable future. I will therefore not be able to use the credit. Additionally, EU regulations required airlines to provide refunds for cancelled flights. However, because I bought the tickets through Expedia it is not possible for me to request the refund directly from the airline.
My attempt to contact Expedia were unsuccessful (both on the phone and on the chat). I tried many time, was waiting for someone to answer (both on the phone and on the chat) for many hours, and twice when I got someone to answer I was disconnected. This is unacceptable, even in these challenging times.
May 20, 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 a
full refund
for the flights purchased.
Our records indicate on January 9, 2020, Ms.-*** or an authorized
user of the Expedia account self-booked two round trip flights on *** departing
on April 27, 2020 from Tel Aviv, Israel to Osaka, Japan and returning on May 6,
2020 along with the Flight Protection Plan via ***.We can confirm on March 11, 2020, the customer contacted our Social Media Team and was advised of the
cancellation policy posted on the airline’s website. The representative advised
the tickets would remain open for use for a year. The year applies from the purchase date, this
means that you'll have up to Jan 09th, 2021 to complete a new travel.After further
review on May 20, 2020, Expedia
reviewed the *** record and confirmed *** unconfirmed flight
segments on March 16 & 23, 2020. The
customer cancelled the flights via electronic communication on March 29, 2020. *** COVID19 policy states the
cancelled flight are good for future travel credits. Expedia emailed the
customer a cancellation email, which advised the airline credit was $1,257,72 ($628.86
a ticket). The customer needs to contact
our Customer Service Department at 877-*** to exchange the tickets.The application of the EU Air Passenger Rights Regulation (Regulation
261/2004) to airlines’ refunds in these exceptional circumstances is currently
being discussed by the European Commission and EU governments.
Consequently, several EU governments have now clarified that airline credit can
be used for crisis situations such as COVID-19. We expect further guidance
shortly to help travelers, travel agents and suppliers provide temporary
measures, providing the necessary flexibility for flight travelers to resume
holiday plans when the crisis ends, and you are able to travel.
We understand that you are dissatisfied with
receiving a credit with an airline vs. a full refund. We’ve worked incredibly
hard to work with our partners to provide travelers with as much flexibility as
possible due to COVID-19, particularly for flights that are ordinarily
non-refundable or limit changes. We recognize that an airline credit may not be
what you were looking for but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow the
airline policies. Based on the above we
are not able to honor your request for a refund.
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. *** were 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, Ms.
***-*** agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***-
I purchased two tickets for my wife and I through Expedia.com to travel to El Salvador, Central America on 5-10-2020. The tickets I purchased are with *** AIRLINES. Because of the World Pandemic, El Salvador's airport has been closed to international flights and the travelers who are able to enter the country are been put in quarantine for 30 days in special centers. *** Airlines first changed my flight to another date, but they also gave me the option to get a full credit for our flight with a voucher, free of any charges, if I wanted to change my flight to another date. However, they referred me back to EXPEDIA to make those changes, because they were considered as "my travel agents". I contacted Expedia and they are willing to give me credit for the value of my tickets of $1,157.76 minus $200,00 which is considered a fee for "the services". I don't think I should pay $200.00 when *** is not charging any fees. I also think that this is Not a good practice business from Expedia. We are in a world wide pandemic that is affecting everybody in the all world, and they should be more proactive helping their customers, instead of taking advantage of us.
This is my Itinerary number with Expedia# ***
*** Airlines Confirmation# *** Thank you for your help!
May 20, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Mr. ***, Revdex.com case number *** regarding not
paying a $200 cancel fee or being able to receive a flight credit. We understand that Mr. would like to receive a flight credit or a refund without
having to pay the $200 fee per ticket.
Our records indicate on February 13, 2020, Mr. or an authorized user of the
Expedia account self-booked two round trip flights on *** departing on May 10, 2020 from San Francisco, CA to San Salvador, El Salvador and returning on June 12, 2020 via ***.We can confirm on April 15, 2020, the airline record is noted that the customer was advised of a
$200 cancellation fee per ticket.On May 3, 2020, the customer communicated with our online CHAT regarding a voluntary
exchange. The flight dates were changed
from May 10, 2020 - June 12, 2020 to January 10, 2021 – January 19, 2021;
Expedia emailed a confirmation email to the customer’s Expedia account with the
new travel itinerary, the origin and destination did not change. After further review on May 20, 2020, Expedia confirmed the ticket travel dates were change on May 3, 2020 after our
representative had an online CHAT conversation with the customer. After changing the travel dates to reflect
January 2021 through January 19, 2021 Expedia email the confirmation to the
Expedia account, the origin and destination did not change.
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. DeLuca agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:Expedia is changing the facts. I Did Not cancel my flight. On the contrary my flight was canceled by *** Airlines. The Salvadoran government has closed the airport to any flights, they are only accepting emergency flights due to Corona Virus 19. As a result of this, I contacted *** and they told me they were going to give me a full credit voucher without paying any extra fee, but I had to do it with Expedia. I then contacted Expedia and they told me that I had to pay that I had no other choice. I have proof of my Chat with them, and I can send you copies of our Chat. They refused to give me a full credit voucher and forced me to pay the extra$400.00. Their agent “Gino” even made a mistake with the return date and instead of using the date I gave him in writing, he mistakenly entered 1/19/2021, instead of 1/29/2021, as I had requested. I tried to contact Expedia again several times to no avail. They are not answering my calls or text messages. They forced me to pay extra and on top of they made a mistake with my reservation. It is sad what this company is doing, taking advantage of their customers. I am 64 years old, diabetic and at risk of contacting this disease, and I feel abused, and abandoned by this company. In view of this, I demand a refund of all of my money $1,157.76 plus $400.00 changing fees for a total of $1,557.76
PD: The International Airport as of today 5/20/20, is close to any flights. I Did Not cancel my flight.
Sincerely
I am attaching copies of my chat with Expedia that you requested. I tried to send them using my cell phone, but I am not sure if it worked. My flight was canceled by *** because the Salvadoran Airport is closed. *** says on their web site that they are Not charging to make changes and they are offering full credit vouchers. so, why is Expedia charging me?
***attachments redacted by Revdex.com
May 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mr. *** We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding a refund. We understand that Mr. is requesting
that Expedia issue a refund for the flight reservation. Expedia has reviewed the details of the
previous cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
Expedia has been able to confirm that *** unconfirmed the original
flight. After the flight was unconfirmed
by ***, Mr. decided to change the date so of his fight. Our representative followed the guidelines
that were set by *** for exchanging the ticket per Mr. request. *** policy used the original date of
issue (February 13, 2020) to determine how the exchange would be issued. Since
the tickets were originally issued prior to the dates that *** authorized,
Mr. had to pay the $200 exchange fee per ticket.*** COVID19 policy appeared
as follows: Cancel with Credit
International flights: Tickets issued between 04-Mar-20
thru 30-Jun-20; or
Domestic flights: Tickets issued between 14-Mar-20 thru
30-Jun20 Then: Waive change fee only New ticket must be reissued within ticket validity New travel dates must be completed on/before 30-Jun-21 Additionally: For original travel on/after 01-Jul-20, customer must change their
date with at least 15 days’ notice from their original departure date.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. Based
on the above there is no refund request that we are able to honor. Thank you for allowing us to address this
matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The date of our flight was originally from May 10 2020 to June 12 2020. We reschedule our flight because the Internacional Airport Of El Salvador was closed and remains closed to regular flights due to the Corona Virus pandemic. We Did NoT Reschedule arbitrarily. Expedia is lying and twisting the facts. It is a shame they are doing this to their customers. I regret buying my tickets with this company and I will inform my family and friends NOT to do any future business with them.
Sincerely
I purchased a trip through Expedia. I also purchased their Traveler's Protection Plan that clearly states "if the customer cancel due to unforeseen circumstances, they will be refunded 100%. Expedia has not honored this plan and has only sent an automated email to refund me for hotel and shuttle fees. They are not reimbursing my flights through *** Airlines and ***. I also receive automated emails stating that the airlines will only offer credit for future flights. If I would've known Expedia wouldn't honor their policy, I would have not purchased the plan for $110.00. Since the COVID 19 has taken place, I am currently on lock down set by my Governor and my state currently has a curfew. I feel as if I was mislead, bamboozled, misguided, and taken advantage of by a million dollar plus company. They do not answer phone calls or emails, therefore there is no way to get in contact with this company. In addition, some of the people I was traveling with flights were cancelled through the airlines, therefore forcing us to cancel the trip for safety reasons. Furthermore, the other passenger I was traveling with which is included in the package, whom is to to say I will be able to travel with her in the future. Therefore, the credits will just be sitting with the airlines when there is an uncertainty of what the future holds for either of us. That is not fair to the citizens of this country. Expedia is holding my money hostage when I could be providing foods and supplies for my family instead during this pandemic. This shows no loyalty to your customers and our life's worth does not mean much to this company which is disheartening since so much has happened. Expedia should honor their contract which I paid for and refund my monies in full.
May 20, 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 ***Bottom of Form Bottom of
Form, Revdex.com case number *** regarding a refund. We understand that Ms. would like a refund of $623 for the
flights and the insurance. Our records indicate on March
10, 2020, Ms. Ashley *** or
an authorized user of the Expedia account self-booked two combined one way flights,
the departure flight was on *** Airlines departing on May 14, 2020 from Dallas,
TX to Cancun, Quintana Roo, Mexico and returning on *** on May 17, 2020,
three night stay at *** By *** All Inclusive Resort and the
*** Shuttle Service along with the Vacation Waiver via ***.We can confirm on April
17, 2020, the customer initiated
refunds by cancelling the hotel reservation and the *** Shuttle Service. The hotel was refunded $505.59 and $34.20 for
the shuttle service was issued to VISA card ending ***. Flights were also cancelled online by customer
for future flight credits. After further review on May 20, 2020, Expedia reviewed
the Expedia account and can confirm on April 17, 2020, the reservation was cancelled
by the customer online. A refund was
issued for the hotel and shuttle service, as they were refundable. The customer Vacation Waiver allows a refund
of any change fee. Since the flights were
cancelled online, future travel credit applies. The tickets will need to be exchanged, if the customer is charged an exchange
fee it could be refunded. The customer needs to contact our Customer Service
Department at 877-227-7481 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. *** Airlines and *** were 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, 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.
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
Complaint: ***
I am rejecting this response because:
I have attached Expedia's Insurance policy which clearly states that quarantine is guaranteed a refund. I am requesting for a refund of $519.00 which includes the flights. Mrs. Didi knows that the customer does not self-book one way flights. The customer can only choose whichever option is on the screen. I was on a quarantine hold by my Govenor until May 15th, that is why I could not attend my trip. I paid for the more expensive Insurance which guaranteed a 100% refund.
Sincerely
June 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint. We
understand that Ms. has questioned
why the insurance was not honored by Expedia.Expedia
has reviewed the details of the previous cases; we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Expedia stands behind their original
response. On April 17, 2020, the
reservation was cancelled by the customer online. A refund was issued for the hotel and shuttle
service as they were refundable. Since
the flights were cancelled online, future travel credit applies per the
airlines policy. In order to use the future
travel credit, the tickets will need to be exchanged. The type of protection
that was purchased would have covered an exchange fee if the flights were
cancelled and changed. Based on COVID19
the airline is not going to be charging an exchange fee when the future travel credit
is used. The customer needs to contact
our Customer Service Department at 877-227-7481 to
exchange the tickets. There will not be
an exchange fee but if there is an increase in the cost of the new fare it is
the customer responsibility.
We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Yes, Mrs. Didi, you are addressing a consumer’s complaint “again”.
That was very rude and disrespectful as an Expedia representative. My complaint
could have been resolved but you have not honored my insurance. It is sad that
you are misleading Revdex.com and potential consumer’s regarding the insurance I
purchased. The refund for the hotel and shuttle that you continue to mention
was going to be an automatic refund regardless which is mentioned on Expedia’s website.
In addition, the insurance did not state anything about airline credits for the
future. Expedia’s Insurance stated on the web page before submitting to
purchase a “100% refund to consumer”. I
feel as if you have added on policies that were not there because I read it
before purchasing. Insurance for items
such as car, home, medical and health are purchased because consumers are
preparing for a return on their investment. I would have never purchased
insurance for an extra $100 had I known Expedia would be dishonest. We are living
in a pandemic and this is how you treat customers? I would recommend that no
one purchase from Expedia. The treatment I have received thus far has been disrespectful,
misleading, and discriminatory. They do not honor their policies or customers.
Please view Expedia’s social media accounts where you will see that many customers
have been bamboozled out of their funds. Please consumers do not book with
Expedia, you will regret it. Thank you Revdex.com for your help and time.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Attempted to purchase a airline ticket through Expedia.com with a virtual card through ***. There were issues with the transaction and it was declined however I was told that Expedia still collected the money for the purchase and was processing it. I have no receipt other than the email, no intinerary number. I have since purchased another ticket and do not need this ticket that’s “being processed” by Expedia. Since the ptocessing is still happening I have no itinerary number to reference when I call customer service to cancel the processing of the credit charge. In order to get through to customer service on the phone you must have a itinerary number. Not sure what to do or who to contact. They allow cancellation 24 hours after purchase, I have already passed this period and have no way of cancelling without a itinerary number. I did this transaction on Saturday April 18th 2020 through the Expedia App.
May 20, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is responding to the consumer
complaint from Mr. *** Revdex.com case number *** regarding a
refund. We understand that Mr. is requesting a refund of $400 or is requesting the
reservation be cancelled before transaction processing goes through.Upon further
research, we were unable to locate an Expedia reservation related to the
complaint. Expedia is unable to confirm a reservation was attempted to be created
on April 18, 2020. We have confirmed in
our back office system from April 18-21, 2020, the customer viewed the account
but could not confirm a reservation was created. There is no itinerary number or reservation that
was created on the Expedia account in April 2020. Affirm will not speak with
Expedia regarding the customer Affirm account because of their security, so we
suggest the customer contact *** at 855-***.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, Di-Di ***Corporate Correspondence Team
I made a package (Air/Hotel) purchase in the amount of $1549.93 on 2/18/2020. With the pandemic happening, I was trying to see if I can change my dates for my Rome, Italy trip which my parents (senior citizens) also paid Expedia for along with mines. Rome is currently an epicenter and I wanted to wait until next year to attempt to go. I then called *** a week ago and was told my flights were "CANCELLED"; someone called them to cancel and it wasn't me. I then tried to call Expedia and was unable to get a rep; was told I have to wait 10 days prior to departure! So all I have now is a hotel without flights. I've been trying to reach cust. service for at least a month to see what I can do with my trip. As a note, *** reservation rep called Expedia and she said they were rude and hung up on her. I deserve to know who gave Expedia permission to cancel my flights without notifying me prior or afterwards. So now I have a hotel I can't cancel and flights that were cancelled and out of $1549.93 with NO EXPLANATION. As a paid customer, I deserve details about my package and the money I paid to Expedia. Seems like Expedia just stole my money.
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 a full refund or a credit voucher to use
in the future. Our records indicate on February 18, 2020, Ms.
*** or an authorized user of the Expedia account self-booked one
round trip flight on *** departing on September 2, 2020 from Washington, DC to
Rome, Italy and returning on September 9, 2020, along with a six night stay at *** via ***We can confirm
on February 19, 2020, the customer called and advised she would like to upgrade the reservation for premium econ
tickets. Our representative verified the
ticket is voidable and offered to void and rebook. Our representative advised the current rates
but she decided not to change. The
customer was advised the timeframe allowed to cancel the reservation without
any fees (before 11.59pm pst time on 02-18). The customer wanted to choose the
premium seating our representative advised to get in touch with airline On April 14,
2020, *** unconfirmed the flight on the *** record.On May 13, 2020,
an email confirmation was sent to the customer email address, which advised the
reservation was cancelled and cancelled with a future flight credit.After further
review on May 21, 2020, Expedia emailed the hotel
asking if they would allow a refund for the reservation since the customer will
not be arriving in to Rome due to COVID19.
The hotel replied, “that a refund was not possible. It is possible to take advantage of a voucher
of the same amount that can be used within a year. If the dates chosen will
have a lower rate, the same amount will still be considered. The choice of the
voucher must be made before the arrival date.”
Expedia called *** and they
advised the customer called into their Customer Service on April 14, 2020 and
cancelled the flight reservation. The
cancellation created a future travel credit in the amount of $702.28. The
customer will need to contact our Customer Service Department at 877*** to advise interest in hotel’s voucher offer
for the reservation and to exchange the airline ticket for future travel.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
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allowing us the opportunity to address the issue that was brought to our
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please feel free to contact us.
Sincerely, Di-Di *** Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: I did not "cancel" my flights. *** said someone called and cancelled the flights. I can get phone records to prove that I did not call *** that date if need be. First of all, why would I just "cancel" a flight for no reason and keep my hotel in Rome? This makes no sense is is very suspect. I will be asking my cell phone company to provide all calls made from my mobile phone on said date of April 14, 2020. I explicitly do not appreciate someone calling on my behalf to cancel my flight.
Sincerely