Expedia refuses to offer a refund even after stating that they would refund vacation costs due to COVID 19. You can't even call them because it just hangs up on you.
On November 17, 2019 I booked a round trip flight for two to London and a 4 night stay at ***, in addition I purchased the travel insurance. My itinerary number is ***. Earlier this week, Expedia emailed me saying my flight was cancelled and the I would receive a credit from the airline. No details were sent on how much but my flights were roughly 1200 plus 1300 dollars in taxes and fees. The cost of the hotel was $568.47, and the insurance was $104. The total cost of the trip was $3,278.47. Now the hotel is non-refundable, but I received an email from the hotel sent through Expedia stating this on 4-15-2020.
"We would like to offer you to move the dates for later date for this year or even 2021.Please let us know the dates you wish to move the reservation and we will change it free of charge.The changes needs to be done until 21st of April 2020, by contacting your travel agent and requesting to do the changes."
So I tried contacting Expedia, via phone, via their virtual help desk, via their text message only to be told that I have to wait until ten days before my trip, which is way past the ultimatum the hotel is giving me, or that all agents are busy. So how am I supposed to to do change these dates? I've emailed the hotel back telling them that Expedia isn't answering any calls and am waiting on a response.
Expedia.com Response
• May 19, 2020
May 19, 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. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Mr. would like a refund.
Our records indicate on November 17, 2019, Mr. or an authorized user of the Expedia account self-booked two round
trip flights on *** departing on May 22, 2020 from Lincoln, NE, USA to London,
England and returning on June 9, 2020, with a four night stay at *** HOTELS
- ***, along with the Flight Protection Plan via ***.We can confirm on May
3, 2020, the customer called and requested
a refund. Our representative verified
the flight segments showed as cancelled and the unconfirmed segment were eligible
for a refund. The call was disconnected.
Our representative emailed the hotel asking if they would allow a refund for
the cancelled reservation. The hotel
replied advising they will not honor a refund request for the hotel
reservation.On May 4, 2020, the customer called back
and advised he was talking
with an agent who processing the refund for whole package and the call was
disconnected. Our representative
reviewed the policy for *** and advised eligible for refund, advised one-month
minimum refund timing. Representative emailed the customer advising we have
processed a refund for $568.47 for the hotel and 2,438.00 for the flight. After further
review on May 19, 2020, Expedia reviewed the customer account. Expedia was able to confirm on May 3, 2020 two
refunds were issued to card ending ***. $568.47 was issued for the hotel reservation and $2438.00 for the flight
reservation. The refunds could take up to 30 days before they appear back on
the card.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, Mr. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the Supplier, which can be found on the Supplier’s website.
You agree to abide by the terms and conditions of purchase imposed by any
supplier with whom you elect to deal, including, but not limited to, payment of
all amounts when 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 a vacation package (flight and hotel) thru expedia.com. With this package I purchased a "vacation waiver" that according to expedia.com entitles me to a full refund if I decide to cancel the entire package. I have made several attempts to cancel the entire package but they claimed that they have only granted me with airline credit. Since I do not fly a lot, the airline credit will probably not have a chance to be redeemed.
Expedia.com Response
• May 19, 2020
May 19, 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. *** Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Mr. would like the entire value of the vacation package
refunded and does not want an unusable airline credit.
Our records indicate on December 21, 2019, Mr. or an authorized user of the
Expedia account self-booked two combined one way flights on *** departing on
April 16, 2020 from Akron, OH to Fort Myers, FL and returning on April 21, 2020
, with a four night stay at *** Resort along with the Vacation
Waiver via ***
We can confirm on April 13, 2020, the
customer flight was cancelled, and the customer is requesting a refund. Our representative advised a future flight credit. The customer wanted a full refund since he
had the vacation waiver.
On April 14, 2020, the customer requested to cancel the flights via electronic communication. The reservation was automatically cancelled, and a future travel credit is applicable based on *** Airlines COVID19 policy. With cancelling the *** Airline flight, *** Airlines COVID19 policy allows a future travel credit. New travel dates up to December 31, 2021. The tickets validity is extended until December 31, 2021. After further review on May 19, 2020, Expedia was able to review the Expedia account, on April 13, 2020, a refund of $1,096.12 for the hotel was issued to card ending ***. The refunds could take up to 30 days before they appear back on the card. The COVID19 policies for *** and *** Airlines allow for a future travel credit. The future travel credits can be used to exchange the tickets. The airlines are waiving the exchange fee’s but any difference in the cost of the new fare is customer responsibility. The customer needs to contact our Customer Service Department at 877-*** to exchange the tickets.
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. *** and *** Airlines 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, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
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
My March 22nd, 2020 Flight had to be canceled due to the Covid-19 and New York State Shutdown the state I reside and the destination was from FPO to JFK. I contacted Expedia.com via customer service phone number, Direct messenger and their email message portal to cancel ask for a refund my flight on March 17th through 19th, 2020. Expedia refused to answer the phone, and would drop my calls every time I attempted to call. The Direct messenger was only automatic responses and refer I just come back at later time. I eventually was able to get a response via email on March 20th for credit only. However, I need a full refund of the amount paid which is $323.71 for ticket number *** with *** Airways and *** Airlines [This is a 2 airline partnership flight].
• The original Expedia itinerary is *** (*** Airways)
Expedia.com Response
• May 20, 2020
May 20, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservation. Our records indicate that on October 26, 2019, Ms.
***, or an authorized user of her account, self-booked a one-way flight reservation on
Expedia.com, under itinerary *** Travel was with *** Airlines
and *** Airways, departing on March 22, 2020, from Freeport, Bahamas to New
York, NY, United States. We understand that Ms.
*** is dissatisfied with receiving a
credit with an airline vs. a full refund. We’ve worked incredibly hard to
push our partners to provide travelers with as much flexibility as possible due
to COVID-19, particularly for flights that are ordinarily non-refundable or
limited to any changes. We recognize that an airline credit may not be what Ms.
*** is looking for but know that these are
extraordinary circumstances that travel partners are trying to work through. We
are still bound by the terms and conditions of airlines and this is the only
option that they are providing at this time.We regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is unable to honor
her refund request.Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
I booked a hotel at expedia.com app on my cellphone today 4/19/2020, for dates later in the summer of 2020. Prior to booking, the Expedia app showed that my credit card would not be charged, that I needed to provide a credit card just to hold the booking, and that the reservation could be cancelled in full with no charges up to the day prior to the first day of the reservation. However, as soon as I booked the hotel reservation, I got an automatic email and text from my credit card that my credit card was charged by Expedia for the full booking amount of $1,201.23. I immediately used the Expedia online chat service and chat with an Expedia representative. I explained him the situation and asked for an immediate return of my money to my credit card. The representative said he was unable to do so, and I had to wait 30 days for a refund. I told him that if Expedia had shown on their app at the time of booking that my credit card would be immediately charged, I would not have booked the trip because as of now there are no flights to the city where I would like to travel, and I have not guarantee that there would be any flights to that city on those future dates. I asked to speak with a supervisor, and after a 20 minute wait and multiple requests to speak with a supervisor, he asked me for my cell phone number. A supervisor then called me. I reinstated the unauthorized immediate charge by Expedia despite the fact the booking page said my credit card would not be charged. I also told her that if Expedia had shown on their app at the time of booking that my credit card would be immediately charged, I would not have booked the trip because as of now there are no flights to the city where I would like to travel, and I have not guarantee that there would be any flights to that city on those future dates. She also stated that I would have to wait 30 days. I request an immediate refund to my credit card on this unauthorized charge. Thank you.
Expedia.com Response
• May 19, 2020
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a hotel
reservation. Our records indicate that on April 19, 2020, ***,
or an authorized user of the account, self-booked a hotel reservation Expedia.com, under itinerary ***.
Reservation was for the *** Panama, Panama City, with a check-in
date of July 11, 2020, and a check-out date of July 18, 2020. We understand ***
*** is requesting a refund of his cancelled reservation. Upon receipt of the complaint, we verified that ***
*** was issued a full refund of the cancelled reservation on April 19, 2020.
With Coronavirus (COVID-19) continuing to impact travel around the world, our
teams are handling an unprecedented number of requests, which means refunds could
take up to 30 days to process. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Expedia Itinerary #***. I paid $4852.05 for a round trip ticket from Denver to Kathmandu, Nepal. Expedia and *** Airlines cancelled almost all of the trip connections. I cancelled the remainder March 24 per instructions on Expedia's website and have been told there is no refund pending!!! I contacted *** Airways and they stated to contact Expedia. Note Expedia changed/cancelled the flights, not me. I am demanding a refund or at a minimum a credit of $4852.05. When I contacted Expedia and used the chat it stated there was no refund pending. I have already filed a complaint with the Department of Transportation. Again the only reason I cancelled the remainder of the flight is because Expedia had cancelled 90% of the flight and what leg was left would have not gotten me to Kathmandu or back to Denver and had a completely different date. I understand the situation with Covid 19 is why all of this was done but it has been impossible to speak to someone from Expedia company in the past month. I have been a loyal customer with Expedia for years and this is unacceptable. When I called *** Airlines they stated there was nothing hey could do since I booked through Expedia and would have to pursue a refund/credit through them.
Expedia.com Response
• May 16, 2020
May
16, 2020
Revdex.comChicago & N. IllinoisComplaint 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. ***Bottom of FormBottom of Form Bottom of Form, Revdex.com case number *** regarding
a refund. We understand that Mr. would like a full refund or a flight credit for a future
fight.
Our records indicate on January 1, 2020, Mr. or an authorized user of the Expedia account self-booked a round trip on *** Airways departing on April 264, 2020 from Denver, CO, USA to Kathmandu, Nepal and
returning on May 17, 2020 along with the Flight Protection Pan via ***.We can confirm on April 22, 2020, the customer called in and request a refund. Our representative reviewed the airlines
policy and advised the customer that he would receive a refund in 30 plus days
due to COVID19.After
further review on May 16, 2020, Expedia
reviewed *** Airways record
and the flight status of the ticket has been changed to refund on May 6, 2020. Per *** Airways COVID19 policy they shall process the refund to the original card
charged ending 2483. Expedia suggested
since the airline processed the
charge, they’ll determine their exact refund timeline. If you have questions,
we’d recommend contacting them directly. Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** Airways was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select.
Please read these additional terms and conditions carefully. In particular, if
you have purchased an airfare, please ensure you read the full terms and
conditions of carriage issued by the Supplier, which can be found on the
Supplier’s website. You agree to abide by the terms and conditions of purchase
imposed by any supplier with whom you elect to deal, including, but not limited
to, payment of all amounts when 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 16, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked 2 tickets for my parents with Expedia to fly from Houston to China on May 7th (Itinerary # ***). In April, I got a massage from the airline company saying that the flight was canceled due to the outbreak, and I was asked to contact Expedia for an arrangement. it was a nightmare since then to try getting contact with the company. I tried to reach them though phone, but their calls always went directly to a voice message asking to call with 72 hours of the departure date and hung up. I went online trying to reschedule the ticket. They have the option on their website, but it never works. Either is their online chatting. I was very frustrated. I got disruption a lot from my fulltime job for thinking about our flight. After a few days of trying, Expedia sent me a voucher for the cancellation. I got an email from them asking me no need to contact them and things like “got me covered” and “peace of mind”. The whole thing of hanging up and ignorance are ridiculous. I did not see I got covered in my case. They did not even border discussing with me on options but just issued Expedia credit that is good for one year. This is unacceptable. I don’t need a vouch but am seeking to reschedule the flight to a different date with the same airline company. This should result in no change fee due to Covid-19 breakout. My disappointing experience explained it all in how they treat the customers.
Expedia.com Response
• May 19, 2020
May 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint 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 flight reservation. We understand Mr.
*** is requesting to exchange his flight.
Our records indicate that on April 4, 2020 Mr., or an authorized user of his Expedia account, self-booked a one-way flight reservation using Expedia’s
website, under itinerary *** for two travelers. Departure on *** Airways on May 7, 2020 from Houston, Tx and on May 8, 2020 departing from
Taipei, Taiwan to Qingdao, China on *** Airways.
Upon reviewing this matter, we show on April 18, 2020 Mr. flights were cancelled with a travel credit. We verified that Mr.’s flight tickets are
refundable with a waiver of the cancel fee, if you would prefer a refund please reply back to the letter for further assistance. In order to exchange your flight
please contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342). Our representatives are available 24 hours a day, seven days a week. At
Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportuity 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
• May 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I will accept the solution to get refund on the tickets that was canceled with no extra fee. Please forward this message to the business regarding my refund request.
I selected the cancel and refund option on Expedia’s website. I was then emailed I could not get a refund only a credit. They then canceled my flight. I feel if the refund was not available I should have been given the option to keep my flight or take the credit. They made the selection for me. If the original flight gets canceled I think Expedia is responsible for reimbursing my ticket cost since they canceled my flight with out my consent to the new terms.
Expedia.com Response
• May 16, 2020
May 16, 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 a refund. We understand that Mr. wanted to be advised that his flights was being cancelled and that he would not receive a refund.
Our records indicate on January 13, 2020, Mr. or an authorized user of the Expedia account self-booked two roundtrip flight on *** Airlines departing on May 22, 2020 from Shanghai, China to Dayton, OH, USA and returning on July 6, 2020 along with the Flight Protection Package via ***
We can confirm on March 16, 2020, the customer called to cancel the reservation due to COVID-19. Our representative advised the flight was not covered by an airline flex policy. The customer decided to wait and check options.
From March 16, 2020 through April 17, 2020, there were numerous emails from the customer to Expedia. The customer first inquired on the cancelled flight. Expedia replied advising *** Airline’s COVID19 policy. “ In this case your booking is non-refundable. However, *** Airlines is allowing to keep an airline credit by waiving the rebooking fee (difference in the price may apply) to the booking within the following parameters: Change penalty will be waived when you redeem the credit. Fare increase will be applied. Your new ticket must be for the same passenger(s) as originally booked. Your new ticket must have at least 1 flight segment on the validating airline "*** Airlines" . Your new ticket must depart from the same country as the original ticket. Rebooked travel must commence within 24 months from the original ticket issue date (13 Jan 2020)”. The customer replied that we had no right to cancel the flights if he could not receive a refund. Expedia replied advising we must follow the rule of the airline and suggested the customer contact the airline.
After further review on May 16, 2020, Expedia reviewed the customer’s Expedia account and the *** Airlines COVID19 policy. The non-refundable reservation that was booked was booked through Expedia as the third-party intermediary with *** Airlines. *** Airline’s COVID19 policy allows a future travel credit, the exchange fee will be waived, and rebooked travel must commence within 24 months from the original ticket issue date (13 Jan 2020)”.
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. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when 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 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.
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 16, 2020
Complaint: ***
I am rejecting Expedia response because they still are not acknowledging
that they canceled my flight with out my consent if the terms were anything but a refund. They did not advise
me of the policy’s of the canceled flight until they canceled my flight. I did not ask Expedia for a refund per say. I said if *** canceled my original flight then Expedia should be held liable for refunding my plane ticket since if I were given
the option to keep my flight plans or cancel with no refund I would have waited until the flight was closer to The departure date to cancel.
On 27 Mar 2020 in a telephone call between myself, *** and Expedia.com, a customer service representative offered us a partial refund for airfare purchased, flying 1-15 May round trip to Australia and Bali. As an Active Duty Physician in the United States Navy, the DOD has restricted my travel and I am not allowed to take leave during the COVID-19 pandemic. This was the primary reason for seeking the refund, and the representative on the phone offered a partial refund under these circumstances. The original airfare was approx 1400 dollars minus approx 200 cancellation fee for a refund of approximately 1200 dollars. The call then disconnected. Expedia then proceeded to send an email follow up to *** stating that there would be no refund. We called back to follow up to correct the outcome of the phone call, and our acceptance of the offer for partial refund and asked them to listen to their call recordings. After multiple repeat phone calls lasting hours, they have stated they “investigated” and found nothing to the effect of offering a refund. They have conveniently either “lost” that call recording or will not adequately review or report the content of that phone call to us. Their practices of withholding or “losing” this information is concerning for fraudulent customer service practices.
Expedia.com Response
• May 18, 2020
May 18, 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 Dr. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Dr. *** would like the call reviewed and for Expedia to stand behind
the initial offer of refund.
Our records indicate on December 31, 2019, Mr.
*** an authorized user of the Expedia account
self-booked two multiple destination flights on *** departing on May
1, 2020 from Los Angeles, CA to Melbourne, VIC, Australia, departing May 6,
2020 from Melbourne, VIC, Australia to Sydney, NSW, Australia, departing May 9,
2020 from Sydney, NSW, Australia to Denpasar, Indonesia and returning on May
15, 2020 via ***We can confirm on March
27, 2020, the customer requested to cancel via electronic means on March 27,
2020.
On April 22, 2020, an Expedia
representative reviewed the call and issued two $1,000.00 refunds along with a
refund of $647.30. Total refund $2,647.30 to *** card ending ***, $200 cancellation
fee applied per ticket.
After further review on May 18, 2020, Expedia
confirmed the original charge was $3,047.30; a refund was issued for $2647.30 on April 22,
2020 to the *** card ending ***. The
$200 per ticket cancellation fee was applied. The refund could take up to 30
days t appear back on the card. When the refund was processed a refund, receipt
was emailed to the email address on file.
Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our
Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the Supplier, which can be found on the Supplier’s website.
You agree to abide by the terms and conditions of purchase imposed by any
supplier with whom you elect to deal, including, but not limited to, payment of
all amounts when 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 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.
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
Expedia has not provided me the option to get a refund on my flights. The airline has canceled the flights and is issuing refunds to all travelers who booked directly with them. However, Expedia has offered my travel vouchers that I have to use with them in the future. This is a violation of the airline policy and I have not received a response back from Expedia's customer service.
Expedia.com Response
• May 19, 2020
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on January 11, 2020, ***, or an authorized user of the account, self-booked a flight reservation for Ms. *** on
Expedia.com, under itinerary *** Travel was with *** Airlines,
departing on April 20, 2020, returning on May 13, 2020, from Bengaluru, India
to Seattle, WA, United States. We understand *** is requesting a refund
of the cancelled flight reservation, instead of a credit. As of the response deadline of
this complaint, we are unable to obtain the necessary information required to
provide an appropriate reply. We respectfully request additional time from the
Revdex.com, as we are awaiting a response from the airline regarding ***’s
refund request. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Erika ***Corporate Correspondence Team
We booked 2 flights from US to Spain and then back from Portugal back to the US and paid this total to Expedia. Air travel was cancelled due to the virus. We requested a refund. Expedia told us to contact the airlines that we were booked on. The airlines has already contacted Expedia for the refund for the cancelled flights. However we are unable to speak to anyone at Expedia but were able to speak to the airlines in Spain and Portugal but unable to get in touch with Expedia which I am sure is a large corporation. I know they have been overwhelmed
but should at least be courteous enough to let us leave a message for a return call. I am requesting a full refund of $1,957. 32 dollars and not a voucher. I do not mind waiting but
I would at least like to be acknowledged with an answer to our request.
Expedia.com Response
• May 19, 2020
May 19, 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 Mrs. ***Bottom of Form
Bottom of Form, Revdex.com case
number *** regarding a refund. We
understand that Mrs. would like a refund
and not a voucher.
Our records indicate on November 25, 2019, Mr. or an
authorized user of the Expedia account self-booked two one-way flights on *** departing on April 16, 2020 from Miami, FL to Madrid, Spain, along with the Flight
Protection Plan via ***We can confirm on March 2, 2020, the customer called in inquiry on
cancelling due to coronavirus and some health issues with her husband. Our representative advised only changes are
permitted pretravel for a fee per passenger plus the difference in fare. If cancelled the value is lost. The customer advised will contact insurance
company first before making a decision.On April 6, 2020, Expedia received an inbound email
from the customer which showed Expedia advised a flight credit was applicable
to the cancellation of the *** flight.On April 9, 2020, Expedia emailed
the customer and advised that we have
verified in our system and can confirm that the airline has taken the control
over the tickets. Therefore, we will not be able to continue monitoring your
case, we recommend you contact *** directly.After further
review on May 19, 2020, in review
of *** policy they are offering a change free of charge until 30/06/21 (*) VOUCHER: If you do not know the date of travel, we offer you the
possibility to save the amount of the ticket to use it as credit in a future
purchase (valid for any destination operated by *** or on the same route as the original ticket). This VOUCHER must be used
within one year of issue and to fly within 12 months of the issuance of the new
reservation. After 12 months from the issue, you can request a refund of
the unused amount of your voucher. (https://www.***Our records also indicate on January 28, 2020, Mr. or an
authorized user of the Expedia account self-booked two one-way flights on ***l departing on May 10, 2020 from Lisbon, Portugal to Miami,
FL, along with the Flight Protection Plan via ***After further
review on May 19, 2020, there are no notes on the account regarding cancelling
the flight. In review of ***l policy, the customer is able to get a
voucher. The customer will need to go to
***l website and request a refund voucher (Https:***Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the Supplier, which can be found on the Supplier’s website.
You agree to abide by the terms and conditions of purchase imposed by any
supplier with whom you elect to deal, including, but not limited to, payment of
all amounts when 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 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.
Mr. can contact our Customer Ser5vice
Department at 877-*** when he is ready to
exchange his tickets.
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 21, 2020
Complaint: ***
I am rejecting this response because: I read the explanation of the denial and understand. However my protest is the fact that we were never offer a refund just vouchers. We were told that we would have to wait to get a cash refund. I did speak to a lawyer and was told we are entitled to a cash refund for the tickets due to the pandemic.
Sincerely,*** posted a statement that if our flight is canceled we have the option to get our money back. Since the President extended our stay at home til the4/30 I think we will qualify.
Although they have offered the vouchers we are to get we may not be able to travel and in that time zone. I would rather we receive our funds back to plan the trip when we feel it is safe to travel again not in the airlines or Expedia's time frame. We had planned this trip with 2 other families and they all received their monies back.
I know we are only one couple but do think it is unjust to deny our monies in refund. What would like to know what the next we take to resolve this issue. After all it is our monies and we have neither taking a flight or travel on the airlines. Although Expedia denies responsibility or who has he vouchers. This not an acceptable solution.
Haven't been able to get through to a person on the phone at Expedia to discuss refund for Flight and Hotel that was cancelled due to COVID 19. Cannot get anyone to response online for agent chat either.
Expedia.com Response
• May 19, 2020
May 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Case #: *** Dear Revdex.com,
Thank you for taking the time to contact *** regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us
time to address the comments and concerns brought to our attention.
*** is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We
understand Mrs. is requesting to receive a full refund due to the Coronavirus outbreak. When researching the complaint we were unable to locate an *** account under the email address you provided. Also, no itinerary number was
provided. We have not been provided necessary information to proceed and suggest that you contact *** .com with more information. We recommend
you verify all of the information received from *** .com by email regarding the reservation including an itinerary number. While we regret that your experience was not as we would 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 ***Corporate Correspondence Team
Expedia charges more than calling directly. They claim lowest prices but charge more. I was double billed and took over month to get partial refund. They said would get higher price refunded but instead got lower price refunded. They also said would send email but never followed through. Instead had to monitor credit card statement to find out.
Expedia won’t give me my refund even though I bought trip insurance. They won’t take phone calls. They have only responded once to my email where I was told they won’t give me my refund. It has been a horrible experience.
Where do I begin? This company has the worst customer service I have ever had to deal with. The wait time is horrendous. Then after being on hold for 30 mins at a time calls are dropped with no return calls. My flight from Chicago to Tampa was canceled due to a snow storm on January 17 2020, the next morning we started calling to get our refund. After spending at least 2 hours with waiting on hold, dropped calls we finally got through someone who said we had to let them know that we were canceling the car and would not give us a refund, however we got our baggage refund in 48 hours. My husband then try calling and continued get get the run around. We called the car company direct and they said that was unacceptable and said point blank Expedia is known for that, to call again say that is unacceptable. We did. More long hold times and drop calls. Finally we got a decent human being who did help us to get or car refund... into the process now for about 5-6hours of our time. We did not need this added stress due to that fact we missed a funeral in Tampa. Oh wait.... it gets better. The flight refund.... OMG. The same thing happened trying to get our refund for the flights. Hours of hold time, dropped calls, and agents telling us we didn’t qualify for a refund??? Really our flight was canceled-due to weather!!!! So three phone calls later hours and hours of time. I was finally told we would get a refund... I was promised on March 14. March 14th has come and gone. Then the Corona virus happened and I couldn’t through for a month. They give you no email address to write them, and their chat line doesn’t work for st. It is now April 14th, my husband finally got through someone. But guess what.... the call dropped!!! He called back and started the process once again. He went back and forth with the agent being place in hold and we counted the minutes for over an hour and half. At this moment he is still on hold. This is absolutely ludicrous? I have never had to work so hard for something that was out of my control and that I am deserving of. How horrible to treat people this way. With all the time they have taken from our life and stress that goes along with it, I should be getting back not only the airfare but money for all the time wasted with this horrible company and the stress that went along with it. I will never use Expedia again ever. I highly recommend Do Not Use this company. I gave them one star because there was no option for no Stars... that is what they deserve. NO STARS!!!! Horrible horrible company. Please pass the word tell everyone you know. Do not use this company. Still no refund. I called United and they return our money to Expedia on January 20th, three days after the cancellation. And I’m still waiting.
I purchased a hotel stay through Expedia at the *** Hotel & Suites, Honolulu.Itinerary #*** for April 20th - 24th. When the cruiseship cancelled the cruise due to corona virus, I received a text message and an email from Expedia on March 21, 2020 stating, "We've made it possible for you to cancel your hotel and receive a full refund." and to respond with a "1" to cancel, which I did. I also received an email from Expedia on March 21, 2020, which stated that "I would be receiving a refund of $768.28." I called on numerous occasions only to be disconnected and was able to talk with one person who said she couldn't help me, because I had to call to the hotel reservation section, but they would not answer. I also sent emails to five different Expedia addresses, which I have received in the past requesting this refund and no one responded. I was told to go to the website for information, but it only states "cancelled" and referred me to the travel insurance link. The travel insurance won't refund my money unless I am ill with the virus, so I'm stuck and need this refund.
Expedia.com Response
• May 29, 2020
May 29, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a four night stay at the ***
*** Hotel & Suites, checking in April 20, 2020, and checking out April
24, 2020 for two adults in a Partial Ocean View Room. We understand Ms. is requesting a refund and a call from Expedia
regarding the refund request.On March 21,
2020, the refund was initiated by Expedia for the full amount of $768.28. On
April 12, Ms.’s
credit card company completed the refund on their end. The customer
used *** Expedia reward points to book the itinerary which has been withheld
due to the full amount of the hotel stay refunded. We have
attempted to contact the customer, however there was no answer and a voicemail
left with a case number to call Expedia if she has any further questions. No further
action has been taken as Ms.’s
request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
1. On Jan 11, 2019 I booked three airline tickets using Expedia.com. Itinerary # ***. The amount was $3038.46 USD. The booking was explicit that the tickets were refundable for a service fee charged by the airline (***).
2. I chatted with Expedia.com and chatted with Patricia on February 26, 2020 to verify that the tickets are refundable for a fee of TW3000 each. She suggested I wait to cancel and the airline might waive these fees as it gets closer to the date of travel. A copy of this conversation is on record. I would have gladly paid the fee to cancel the flight for the refund but Patricia suggested that I wait and cancel later.
3. I have been trying to reach customer service for 4 weeks now and cannot reach anyone.
4. The airline has since cancelled the flight and a cancellation certificate has been issued. Expedia has offered a flight credit only. We will not be able to rebook this trip for several years which means we will lose the flight credit and over $3000 USD.
5. As the airline has cancelled our flights, the DOT requirement is to refund and not issue a flight credit and we cannot reach anyone in customer service we are requesting a refund back to our credit card. The airline (***) is specific that a refund will be issued for the flight cancellation and not flight credits. We have a cancellation certificate from the airline.
6. We kindly ask that the Revdex.com intervene and w ask for your assistance in this matter.
7. I have tried to reach Expedia by chat and many telephone attempts and it is not possible to reach anyone. All attempts by telephone, chat and email are on record.
Customer Response
• Apr 20, 2020
This case appears to be resolved. I have been promised a refund less cancellation fees.
I paid $896.92 to Expedia itinerary # *** for a hotel and roundtrip flight from Dallas to Prague for 9/22/20-9/29/20. My *** Airlines flight from Dallas to Prague round trip was cancelled for September due to COVID-19. I cancelled the hotel portion and was told I would be refunded $329.14 for that, but I still haven't received that over a week later. *** cancelled my entire itinerary last week, and said they would be issuing a travel credit. I called Expedia multiple times and couldn't get through at all since it said they were only assisting customers traveling in the next 10 days. I found their gold customer service line since I'm an Expedia gold member. Finally, I found the gold customer service number, called and the lady was nice but extremely unhelpful and said that *** Airlines is not refunding anyone but issuing a travel credit. This is completely unacceptable, so I filed a full refund request with *** on April 9th which they said was approved and would send back to Expedia. I filed a full refund request with *** on April 9th which they said was approved and would send back to Expedia. I do NOT want a travel credit [INVALID] I want a FULL REFUND of $896.92 back on my *** credit card ending in ***. I still have also NOT gotten the full refund and it's been over a week! I have also sent an email to several executives at Expedia including Barry *** Sarah G demanding a full refund. This has been an absolutely HORRIBLE experience that is unresolved. I do not want to file a chargeback with ***, but if I don't receive a full refund, I will have to. I've also filed a complaint with the US DOT. This is a lot of money to me and I need it desperately during these challenging times. Attached is my itinerary. Please help me get this money back. Thanks.
Expedia.com Response
• May 30, 2020
May 30, 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 record reflect a round-trip fare with *** Airlines from Dallas, TX
to Prague, Czech Republic on September 22, 2020, and returning September 29,
2020 for one adult. And a six night stay at the *** in Strakonicka ***/, Prague in
a Studio Apartment. We understand Mr.
*** is requesting a full refund.On April
9, the hotel portion had been cancelled and a refund initiated for $329.14. On
April 24, the refund was batched from Expedia and is now in bank processes. On April
30, Expedia initiated the refund for the flights in the amount of $567.78. On
May 15, the refund was batched from Expedia and is now in bank processes. No further
action has been taken as Mr. request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight with *** Airlines round trip from Atlanta to Istanbul, 5/17-5/27/2020. The flight was cancelled by *** airlines. Expedia did not offer the option of a refund for the flight cancelled by the airline. I made multiple attempts to contact them. Eventually I got a representative in the online chat. The representative attempted to deny the option of a refund, and misrepreresnted the rules and policies regarding refunds when the airline cancels a flight.
I spoke with a manager over the phone the following day and I was able to get them to agree to a refund, an option they should have had available from the beginning. They stated it may take up to 3 months to begin processing a refund, and in an email they sent me they stated they could not process a refund until a travel ban was lifted. They also did not provide a clear time frame for when a refund would be available or process. DOT guidelines state that if an airlines cancels a flight that the option for a refund should be made available and that a refund should be available within a week.
Expedia has purposefully made it difficult to contact them and took multiple attempts over several days to reach them. Most of their phone line options automatically hang up the call. Their claim escalation link on their customer service page, does not allow you to submit an email or complain and directs you to the phone line that hangs up on you. Expedia acted in bad faith by initially claiming a refund was not an option. They are currently delaying providing a refund for unclear reasons and are not providing a time frame for resolution of my request. Is there anything I can do to get a refund processed in a timely manner?
Expedia.com Response
• May 29, 2020
May 29, 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 Atlanta, GA to Istanbul, Turkey on May 15, 2020, and returning
May 27, 2020 for two adults. We
understand Mr. is requesting an escalated refund for the cancelled flights.On April
17, 2020, Expedia emailed the customer advising *** Airlines will only be
offering future travel credit for the cancelled flights as there may have not
been a flex policy in place by the airlines for a refund. We advocated a refund
request via email to *** on April 30 and received a response on May 4
advising they have recently updated their refund policy. They provided a waiver
to Expedia for process. On May 9,
both tickets have been initiated for refund by Expedia and will be completed by
the airlines directly. Due to the unprecedented events of Covid-19, the refund time-frame varies based on the airline and the customers credit card company. We
are unable to expedite the process any faster.We apologize
for inconsistent information on obtaining a refund from *** Airlines, as we
must follow the policies given to us by each vendor which may be subject to
change during this pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 29, 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.
However, I should not have had to call in multiple times, and spend close 20 hours of my time to get a hold of expedia representatives to request a refund. I also still believe expedia was unethical in its practices with its initial attempts to convince me that I was only eligible for credit, not a refund. I personally plan to avoid using their service in the future and book directly with the airline.
I booked a trip to Boston (scheduled for March 13-14, 2020) in Nov 2019 through Expedia (itinerary ***). This trip involved departure flights through *** (charged to my credit card by ***), a 2-night hotel stay (charged to my credit card by Expedia), and return flights through *** Airlines (charged to my card by ***). On March 9, I started trying to cancel this trip on March 10 due to the COVID epidemic. My experience with this was abysmal, and I am still awaiting a refund for my hotel room.
To elaborate: although *** and *** Airlines were both offering trip waivers, Expedia agents refused to cancel the flights and request waivers, claiming that the airline policy did not allow this. However, I was able to cancel my flights and receive a waiver by calling the airlines directly, and they explicitly stated that Expedia was not following the policy to request waivers for customers. I also had requested that Expedia cancel my hotel so that I could be refunded for the room fees. My hotel reservation was duly cancelled; I called the hotel independently and confirmed that my reservation had been cancelled by Expedia via email, and that the hotel would refund my payment to Expedia. However, I never received a refund for the room, for which I had been charged $206.08 in Nov 2019. I also keep getting requests from Expedia to review the trip, which indicates they never even registered the cancellation.
This is frankly unacceptable, and the Expedia website offers no way to receive help with this issue online or via the phone, as they are only addressing upcoming cancellations. I have emailed customer service twice with no response. While I understand that COVID related issues have created backlogs for everyone, I think that it should be reasonable to expect a response to my email within 7 business days.
Expedia.com Response
• May 29, 2020
May 29, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night stay at the *** By *** Boston Logan Airport Chelsea, checking in on March 13, 2020, and
checking out March 15, 2020 for one adult and two children. We understand Ms. is requesting a refund due to the
Covid-19 pandemic.The hotel
room selected is an online exclusive and provided by our partner. We must
request for a refund directly with them to process any refunds. We have
advocated the request on March 20, however we have not received a reply. A
second attempt has been made to our travel partner requesting a refund due to
the Covid-19 pandemic.An Expedia
representative will contact Ms. via email or phone with any
information received. We apologize for the extended wait time.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
Expedia refuses to offer a refund even after stating that they would refund vacation costs due to COVID 19. You can't even call them because it just hangs up on you.
On November 17, 2019 I booked a round trip flight for two to London and a 4 night stay at ***, in addition I purchased the travel insurance. My itinerary number is ***. Earlier this week, Expedia emailed me saying my flight was cancelled and the I would receive a credit from the airline. No details were sent on how much but my flights were roughly 1200 plus 1300 dollars in taxes and fees. The cost of the hotel was $568.47, and the insurance was $104. The total cost of the trip was $3,278.47. Now the hotel is non-refundable, but I received an email from the hotel sent through Expedia stating this on 4-15-2020.
"We would like to offer you to move the dates for later date for this year or even 2021.Please let us know the dates you wish to move the reservation and we will change it free of charge.The changes needs to be done until 21st of April 2020, by contacting your travel agent and requesting to do the changes."
So I tried contacting Expedia, via phone, via their virtual help desk, via their text message only to be told that I have to wait until ten days before my trip, which is way past the ultimatum the hotel is giving me, or that all agents are busy. So how am I supposed to to do change these dates? I've emailed the hotel back telling them that Expedia isn't answering any calls and am waiting on a response.
May 19, 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. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Mr. would like a refund.
Our records indicate on November 17, 2019, Mr. or an authorized user of the Expedia account self-booked two round
trip flights on *** departing on May 22, 2020 from Lincoln, NE, USA to London,
England and returning on June 9, 2020, with a four night stay at *** HOTELS
- ***, along with the Flight Protection Plan via ***.We can confirm on May
3, 2020, the customer called and requested
a refund. Our representative verified
the flight segments showed as cancelled and the unconfirmed segment were eligible
for a refund. The call was disconnected.
Our representative emailed the hotel asking if they would allow a refund for
the cancelled reservation. The hotel
replied advising they will not honor a refund request for the hotel
reservation.On May 4, 2020, the customer called back
and advised he was talking
with an agent who processing the refund for whole package and the call was
disconnected. Our representative
reviewed the policy for *** and advised eligible for refund, advised one-month
minimum refund timing. Representative emailed the customer advising we have
processed a refund for $568.47 for the hotel and 2,438.00 for the flight. After further
review on May 19, 2020, Expedia reviewed the customer account. Expedia was able to confirm on May 3, 2020 two
refunds were issued to card ending ***. $568.47 was issued for the hotel reservation and $2438.00 for the flight
reservation. The refunds could take up to 30 days before they appear back on
the card.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, Mr. agreed to our Terms of Use, which
expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the Supplier, which can be found on the Supplier’s website.
You agree to abide by the terms and conditions of purchase imposed by any
supplier with whom you elect to deal, including, but not limited to, payment of
all amounts when 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 a vacation package (flight and hotel) thru expedia.com. With this package I purchased a "vacation waiver" that according to expedia.com entitles me to a full refund if I decide to cancel the entire package. I have made several attempts to cancel the entire package but they claimed that they have only granted me with airline credit. Since I do not fly a lot, the airline credit will probably not have a chance to be redeemed.
May 19, 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. *** Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Mr. would like the entire value of the vacation package
refunded and does not want an unusable airline credit.
Our records indicate on December 21, 2019, Mr. or an authorized user of the
Expedia account self-booked two combined one way flights on *** departing on
April 16, 2020 from Akron, OH to Fort Myers, FL and returning on April 21, 2020
, with a four night stay at *** Resort along with the Vacation
Waiver via ***
We can confirm on April 13, 2020, the
customer flight was cancelled, and the customer is requesting a refund. Our representative advised a future flight credit. The customer wanted a full refund since he
had the vacation waiver.
On April 14, 2020, the customer requested to cancel the flights via electronic communication. The reservation was automatically cancelled, and a future travel credit is applicable based on *** Airlines COVID19 policy. With cancelling the *** Airline flight, *** Airlines COVID19 policy allows a future travel credit. New travel dates up to December 31, 2021. The tickets validity is extended until December 31, 2021. After further review on May 19, 2020, Expedia was able to review the Expedia account, on April 13, 2020, a refund of $1,096.12 for the hotel was issued to card ending ***. The refunds could take up to 30 days before they appear back on the card. The COVID19 policies for *** and *** Airlines allow for a future travel credit. The future travel credits can be used to exchange the tickets. The airlines are waiving the exchange fee’s but any difference in the cost of the new fare is customer responsibility. The customer needs to contact our Customer Service Department at 877-*** to exchange the tickets.
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. *** and *** Airlines 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, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
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
My March 22nd, 2020 Flight had to be canceled due to the Covid-19 and New York State Shutdown the state I reside and the destination was from FPO to JFK. I contacted Expedia.com via customer service phone number, Direct messenger and their email message portal to cancel ask for a refund my flight on March 17th through 19th, 2020. Expedia refused to answer the phone, and would drop my calls every time I attempted to call. The Direct messenger was only automatic responses and refer I just come back at later time. I eventually was able to get a response via email on March 20th for credit only. However, I need a full refund of the amount paid which is $323.71 for ticket number *** with *** Airways and *** Airlines [This is a 2 airline partnership flight].
• The original Expedia itinerary is *** (*** Airways)
May 20, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservation. Our records indicate that on October 26, 2019, Ms.
***, or an authorized user of her account, self-booked a one-way flight reservation on
Expedia.com, under itinerary *** Travel was with *** Airlines
and *** Airways, departing on March 22, 2020, from Freeport, Bahamas to New
York, NY, United States. We understand that Ms.
*** is dissatisfied with receiving a
credit with an airline vs. a full refund. We’ve worked incredibly hard to
push our partners to provide travelers with as much flexibility as possible due
to COVID-19, particularly for flights that are ordinarily non-refundable or
limited to any changes. We recognize that an airline credit may not be what Ms.
*** is looking for but know that these are
extraordinary circumstances that travel partners are trying to work through. We
are still bound by the terms and conditions of airlines and this is the only
option that they are providing at this time.We regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is unable to honor
her refund request.Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
I booked a hotel at expedia.com app on my cellphone today 4/19/2020, for dates later in the summer of 2020. Prior to booking, the Expedia app showed that my credit card would not be charged, that I needed to provide a credit card just to hold the booking, and that the reservation could be cancelled in full with no charges up to the day prior to the first day of the reservation. However, as soon as I booked the hotel reservation, I got an automatic email and text from my credit card that my credit card was charged by Expedia for the full booking amount of $1,201.23. I immediately used the Expedia online chat service and chat with an Expedia representative. I explained him the situation and asked for an immediate return of my money to my credit card. The representative said he was unable to do so, and I had to wait 30 days for a refund. I told him that if Expedia had shown on their app at the time of booking that my credit card would be immediately charged, I would not have booked the trip because as of now there are no flights to the city where I would like to travel, and I have not guarantee that there would be any flights to that city on those future dates. I asked to speak with a supervisor, and after a 20 minute wait and multiple requests to speak with a supervisor, he asked me for my cell phone number. A supervisor then called me. I reinstated the unauthorized immediate charge by Expedia despite the fact the booking page said my credit card would not be charged. I also told her that if Expedia had shown on their app at the time of booking that my credit card would be immediately charged, I would not have booked the trip because as of now there are no flights to the city where I would like to travel, and I have not guarantee that there would be any flights to that city on those future dates. She also stated that I would have to wait 30 days. I request an immediate refund to my credit card on this unauthorized charge. Thank you.
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a hotel
reservation. Our records indicate that on April 19, 2020, ***,
or an authorized user of the account, self-booked a hotel reservation Expedia.com, under itinerary ***.
Reservation was for the *** Panama, Panama City, with a check-in
date of July 11, 2020, and a check-out date of July 18, 2020. We understand ***
*** is requesting a refund of his cancelled reservation. Upon receipt of the complaint, we verified that ***
*** was issued a full refund of the cancelled reservation on April 19, 2020.
With Coronavirus (COVID-19) continuing to impact travel around the world, our
teams are handling an unprecedented number of requests, which means refunds could
take up to 30 days to process. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Expedia Itinerary #***. I paid $4852.05 for a round trip ticket from Denver to Kathmandu, Nepal. Expedia and *** Airlines cancelled almost all of the trip connections. I cancelled the remainder March 24 per instructions on Expedia's website and have been told there is no refund pending!!! I contacted *** Airways and they stated to contact Expedia. Note Expedia changed/cancelled the flights, not me. I am demanding a refund or at a minimum a credit of $4852.05. When I contacted Expedia and used the chat it stated there was no refund pending. I have already filed a complaint with the Department of Transportation. Again the only reason I cancelled the remainder of the flight is because Expedia had cancelled 90% of the flight and what leg was left would have not gotten me to Kathmandu or back to Denver and had a completely different date. I understand the situation with Covid 19 is why all of this was done but it has been impossible to speak to someone from Expedia company in the past month. I have been a loyal customer with Expedia for years and this is unacceptable. When I called *** Airlines they stated there was nothing hey could do since I booked through Expedia and would have to pursue a refund/credit through them.
May
16, 2020
Revdex.comChicago & N. IllinoisComplaint 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. ***Bottom of FormBottom of Form Bottom of Form, Revdex.com case number *** regarding
a refund. We understand that Mr. would like a full refund or a flight credit for a future
fight.
Our records indicate on January 1, 2020, Mr. or an authorized user of the Expedia account self-booked a round trip on *** Airways departing on April 264, 2020 from Denver, CO, USA to Kathmandu, Nepal and
returning on May 17, 2020 along with the Flight Protection Pan via ***.We can confirm on April 22, 2020, the customer called in and request a refund. Our representative reviewed the airlines
policy and advised the customer that he would receive a refund in 30 plus days
due to COVID19.After
further review on May 16, 2020, Expedia
reviewed *** Airways record
and the flight status of the ticket has been changed to refund on May 6, 2020. Per *** Airways COVID19 policy they shall process the refund to the original card
charged ending 2483. Expedia suggested
since the airline processed the
charge, they’ll determine their exact refund timeline. If you have questions,
we’d recommend contacting them directly. Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** Airways was the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. In addition, at the time of completing his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select.
Please read these additional terms and conditions carefully. In particular, if
you have purchased an airfare, please ensure you read the full terms and
conditions of carriage issued by the Supplier, which can be found on the
Supplier’s website. You agree to abide by the terms and conditions of purchase
imposed by any supplier with whom you elect to deal, including, but not limited
to, payment of all amounts when 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked 2 tickets for my parents with Expedia to fly from Houston to China on May 7th (Itinerary # ***). In April, I got a massage from the airline company saying that the flight was canceled due to the outbreak, and I was asked to contact Expedia for an arrangement. it was a nightmare since then to try getting contact with the company. I tried to reach them though phone, but their calls always went directly to a voice message asking to call with 72 hours of the departure date and hung up. I went online trying to reschedule the ticket. They have the option on their website, but it never works. Either is their online chatting. I was very frustrated. I got disruption a lot from my fulltime job for thinking about our flight. After a few days of trying, Expedia sent me a voucher for the cancellation. I got an email from them asking me no need to contact them and things like “got me covered” and “peace of mind”. The whole thing of hanging up and ignorance are ridiculous. I did not see I got covered in my case. They did not even border discussing with me on options but just issued Expedia credit that is good for one year. This is unacceptable. I don’t need a vouch but am seeking to reschedule the flight to a different date with the same airline company. This should result in no change fee due to Covid-19 breakout. My disappointing experience explained it all in how they treat the customers.
May 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint 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 flight reservation. We understand Mr.
*** is requesting to exchange his flight.
Our records indicate that on April 4, 2020 Mr., or an authorized user of his Expedia account, self-booked a one-way flight reservation using Expedia’s
website, under itinerary *** for two travelers. Departure on *** Airways on May 7, 2020 from Houston, Tx and on May 8, 2020 departing from
Taipei, Taiwan to Qingdao, China on *** Airways.
Upon reviewing this matter, we show on April 18, 2020 Mr. flights were cancelled with a travel credit. We verified that Mr.’s flight tickets are
refundable with a waiver of the cancel fee, if you would prefer a refund please reply back to the letter for further assistance. In order to exchange your flight
please contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342). Our representatives are available 24 hours a day, seven days a week. At
Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportuity 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I will accept the solution to get refund on the tickets that was canceled with no extra fee. Please forward this message to the business regarding my refund request.
Sincerely
I selected the cancel and refund option on Expedia’s website. I was then emailed I could not get a refund only a credit. They then canceled my flight. I feel if the refund was not available I should have been given the option to keep my flight or take the credit. They made the selection for me. If the original flight gets canceled I think Expedia is responsible for reimbursing my ticket cost since they canceled my flight with out my consent to the new terms.
May 16, 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 a refund. We understand that Mr. wanted to be advised that his flights was being cancelled and that he would not receive a refund.
Our records indicate on January 13, 2020, Mr. or an authorized user of the Expedia account self-booked two roundtrip flight on *** Airlines departing on May 22, 2020 from Shanghai, China to Dayton, OH, USA and returning on July 6, 2020 along with the Flight Protection Package via ***
We can confirm on March 16, 2020, the customer called to cancel the reservation due to COVID-19. Our representative advised the flight was not covered by an airline flex policy. The customer decided to wait and check options.
From March 16, 2020 through April 17, 2020, there were numerous emails from the customer to Expedia. The customer first inquired on the cancelled flight. Expedia replied advising *** Airline’s COVID19 policy. “ In this case your booking is non-refundable. However, *** Airlines is allowing to keep an airline credit by waiving the rebooking fee (difference in the price may apply) to the booking within the following parameters: Change penalty will be waived when you redeem the credit. Fare increase will be applied. Your new ticket must be for the same passenger(s) as originally booked. Your new ticket must have at least 1 flight segment on the validating airline "*** Airlines" . Your new ticket must depart from the same country as the original ticket. Rebooked travel must commence within 24 months from the original ticket issue date (13 Jan 2020)”. The customer replied that we had no right to cancel the flights if he could not receive a refund. Expedia replied advising we must follow the rule of the airline and suggested the customer contact the airline.
After further review on May 16, 2020, Expedia reviewed the customer’s Expedia account and the *** Airlines COVID19 policy. The non-refundable reservation that was booked was booked through Expedia as the third-party intermediary with *** Airlines. *** Airline’s COVID19 policy allows a future travel credit, the exchange fee will be waived, and rebooked travel must commence within 24 months from the original ticket issue date (13 Jan 2020)”.
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. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when 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 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.
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 Expedia response because they still are not acknowledging
that they canceled my flight with out my consent if the terms were anything but a refund. They did not advise
me of the policy’s of the canceled flight until they canceled my flight. I did not ask Expedia for a refund per say. I said if *** canceled my original flight then Expedia should be held liable for refunding my plane ticket since if I were given
the option to keep my flight plans or cancel with no refund I would have waited until the flight was closer to The departure date to cancel.
Sincerely
On 27 Mar 2020 in a telephone call between myself, *** and Expedia.com, a customer service representative offered us a partial refund for airfare purchased, flying 1-15 May round trip to Australia and Bali. As an Active Duty Physician in the United States Navy, the DOD has restricted my travel and I am not allowed to take leave during the COVID-19 pandemic. This was the primary reason for seeking the refund, and the representative on the phone offered a partial refund under these circumstances. The original airfare was approx 1400 dollars minus approx 200 cancellation fee for a refund of approximately 1200 dollars. The call then disconnected. Expedia then proceeded to send an email follow up to *** stating that there would be no refund. We called back to follow up to correct the outcome of the phone call, and our acceptance of the offer for partial refund and asked them to listen to their call recordings. After multiple repeat phone calls lasting hours, they have stated they “investigated” and found nothing to the effect of offering a refund. They have conveniently either “lost” that call recording or will not adequately review or report the content of that phone call to us. Their practices of withholding or “losing” this information is concerning for fraudulent customer service practices.
May 18, 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 Dr. ***Bottom of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Dr. *** would like the call reviewed and for Expedia to stand behind
the initial offer of refund.
Our records indicate on December 31, 2019, Mr.
*** an authorized user of the Expedia account
self-booked two multiple destination flights on *** departing on May
1, 2020 from Los Angeles, CA to Melbourne, VIC, Australia, departing May 6,
2020 from Melbourne, VIC, Australia to Sydney, NSW, Australia, departing May 9,
2020 from Sydney, NSW, Australia to Denpasar, Indonesia and returning on May
15, 2020 via ***We can confirm on March
27, 2020, the customer requested to cancel via electronic means on March 27,
2020.
On April 22, 2020, an Expedia
representative reviewed the call and issued two $1,000.00 refunds along with a
refund of $647.30. Total refund $2,647.30 to *** card ending ***, $200 cancellation
fee applied per ticket.
After further review on May 18, 2020, Expedia
confirmed the original charge was $3,047.30; a refund was issued for $2647.30 on April 22,
2020 to the *** card ending ***. The
$200 per ticket cancellation fee was applied. The refund could take up to 30
days t appear back on the card. When the refund was processed a refund, receipt
was emailed to the email address on file.
Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our
Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the Supplier, which can be found on the Supplier’s website.
You agree to abide by the terms and conditions of purchase imposed by any
supplier with whom you elect to deal, including, but not limited to, payment of
all amounts when 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 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.
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
Expedia has not provided me the option to get a refund on my flights. The airline has canceled the flights and is issuing refunds to all travelers who booked directly with them. However, Expedia has offered my travel vouchers that I have to use with them in the future. This is a violation of the airline policy and I have not received a response back from Expedia's customer service.
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on January 11, 2020, ***, or an authorized user of the account, self-booked a flight reservation for Ms. *** on
Expedia.com, under itinerary *** Travel was with *** Airlines,
departing on April 20, 2020, returning on May 13, 2020, from Bengaluru, India
to Seattle, WA, United States. We understand *** is requesting a refund
of the cancelled flight reservation, instead of a credit. As of the response deadline of
this complaint, we are unable to obtain the necessary information required to
provide an appropriate reply. We respectfully request additional time from the
Revdex.com, as we are awaiting a response from the airline regarding ***’s
refund request. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Erika ***Corporate Correspondence Team
We booked 2 flights from US to Spain and then back from Portugal back to the US and paid this total to Expedia. Air travel was cancelled due to the virus. We requested a refund. Expedia told us to contact the airlines that we were booked on. The airlines has already contacted Expedia for the refund for the cancelled flights. However we are unable to speak to anyone at Expedia but were able to speak to the airlines in Spain and Portugal but unable to get in touch with Expedia which I am sure is a large corporation. I know they have been overwhelmed
but should at least be courteous enough to let us leave a message for a return call. I am requesting a full refund of $1,957. 32 dollars and not a voucher. I do not mind waiting but
I would at least like to be acknowledged with an answer to our request.
May 19, 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 Mrs. ***Bottom of Form
Bottom of Form, Revdex.com case
number *** regarding a refund. We
understand that Mrs. would like a refund
and not a voucher.
Our records indicate on November 25, 2019, Mr. or an
authorized user of the Expedia account self-booked two one-way flights on *** departing on April 16, 2020 from Miami, FL to Madrid, Spain, along with the Flight
Protection Plan via ***We can confirm on March 2, 2020, the customer called in inquiry on
cancelling due to coronavirus and some health issues with her husband. Our representative advised only changes are
permitted pretravel for a fee per passenger plus the difference in fare. If cancelled the value is lost. The customer advised will contact insurance
company first before making a decision.On April 6, 2020, Expedia received an inbound email
from the customer which showed Expedia advised a flight credit was applicable
to the cancellation of the *** flight.On April 9, 2020, Expedia emailed
the customer and advised that we have
verified in our system and can confirm that the airline has taken the control
over the tickets. Therefore, we will not be able to continue monitoring your
case, we recommend you contact *** directly.After further
review on May 19, 2020, in review
of *** policy they are offering a change free of charge until 30/06/21 (*) VOUCHER: If you do not know the date of travel, we offer you the
possibility to save the amount of the ticket to use it as credit in a future
purchase (valid for any destination operated by *** or on the same route as the original ticket). This VOUCHER must be used
within one year of issue and to fly within 12 months of the issuance of the new
reservation. After 12 months from the issue, you can request a refund of
the unused amount of your voucher. (https://www.***Our records also indicate on January 28, 2020, Mr. or an
authorized user of the Expedia account self-booked two one-way flights on ***l departing on May 10, 2020 from Lisbon, Portugal to Miami,
FL, along with the Flight Protection Plan via ***After further
review on May 19, 2020, there are no notes on the account regarding cancelling
the flight. In review of ***l policy, the customer is able to get a
voucher. The customer will need to go to
***l website and request a refund voucher (Https:***Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the Supplier, which can be found on the Supplier’s website.
You agree to abide by the terms and conditions of purchase imposed by any
supplier with whom you elect to deal, including, but not limited to, payment of
all amounts when 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 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.
Mr. can contact our Customer Ser5vice
Department at 877-*** when he is ready to
exchange his tickets.
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 read the explanation of the denial and understand. However my protest is the fact that we were never offer a refund just vouchers. We were told that we would have to wait to get a cash refund. I did speak to a lawyer and was told we are entitled to a cash refund for the tickets due to the pandemic.
Sincerely,*** posted a statement that if our flight is canceled we have the option to get our money back. Since the President extended our stay at home til the4/30 I think we will qualify.
Although they have offered the vouchers we are to get we may not be able to travel and in that time zone. I would rather we receive our funds back to plan the trip when we feel it is safe to travel again not in the airlines or Expedia's time frame. We had planned this trip with 2 other families and they all received their monies back.
I know we are only one couple but do think it is unjust to deny our monies in refund. What would like to know what the next we take to resolve this issue. After all it is our monies and we have neither taking a flight or travel on the airlines. Although Expedia denies responsibility or who has he vouchers. This not an acceptable solution.
Thank You ***
a
Thank you
Haven't been able to get through to a person on the phone at Expedia to discuss refund for Flight and Hotel that was cancelled due to COVID 19. Cannot get anyone to response online for agent chat either.
May 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Case #: *** Dear Revdex.com,
Thank you for taking the time to contact *** regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us
time to address the comments and concerns brought to our attention.
*** is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We
understand Mrs. is requesting to receive a full refund due to the Coronavirus outbreak. When researching the complaint we were unable to locate an *** account under the email address you provided. Also, no itinerary number was
provided. We have not been provided necessary information to proceed and suggest that you contact *** .com with more information. We recommend
you verify all of the information received from *** .com by email regarding the reservation including an itinerary number. While we regret that your experience was not as we would 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 ***Corporate Correspondence Team
Expedia charges more than calling directly. They claim lowest prices but charge more. I was double billed and took over month to get partial refund. They said would get higher price refunded but instead got lower price refunded. They also said would send email but never followed through. Instead had to monitor credit card statement to find out.
Expedia won’t give me my refund even though I bought trip insurance. They won’t take phone calls. They have only responded once to my email where I was told they won’t give me my refund. It has been a horrible experience.
Where do I begin? This company has the worst customer service I have ever had to deal with. The wait time is horrendous. Then after being on hold for 30 mins at a time calls are dropped with no return calls. My flight from Chicago to Tampa was canceled due to a snow storm on January 17 2020, the next morning we started calling to get our refund. After spending at least 2 hours with waiting on hold, dropped calls we finally got through someone who said we had to let them know that we were canceling the car and would not give us a refund, however we got our baggage refund in 48 hours. My husband then try calling and continued get get the run around. We called the car company direct and they said that was unacceptable and said point blank Expedia is known for that, to call again say that is unacceptable. We did. More long hold times and drop calls. Finally we got a decent human being who did help us to get or car refund... into the process now for about 5-6hours of our time. We did not need this added stress due to that fact we missed a funeral in Tampa. Oh wait.... it gets better. The flight refund.... OMG. The same thing happened trying to get our refund for the flights. Hours of hold time, dropped calls, and agents telling us we didn’t qualify for a refund??? Really our flight was canceled-due to weather!!!! So three phone calls later hours and hours of time. I was finally told we would get a refund... I was promised on March 14. March 14th has come and gone. Then the Corona virus happened and I couldn’t through for a month. They give you no email address to write them, and their chat line doesn’t work for s
t. It is now April 14th, my husband finally got through someone. But guess what.... the call dropped!!! He called back and started the process once again. He went back and forth with the agent being place in hold and we counted the minutes for over an hour and half. At this moment he is still on hold. This is absolutely ludicrous? I have never had to work so hard for something that was out of my control and that I am deserving of. How horrible to treat people this way. With all the time they have taken from our life and stress that goes along with it, I should be getting back not only the airfare but money for all the time wasted with this horrible company and the stress that went along with it. I will never use Expedia again ever. I highly recommend Do Not Use this company. I gave them one star because there was no option for no Stars... that is what they deserve. NO STARS!!!! Horrible horrible company. Please pass the word tell everyone you know. Do not use this company. Still no refund. I called United and they return our money to Expedia on January 20th, three days after the cancellation. And I’m still waiting.
I purchased a hotel stay through Expedia at the *** Hotel & Suites, Honolulu.Itinerary #*** for April 20th - 24th. When the cruiseship cancelled the cruise due to corona virus, I received a text message and an email from Expedia on March 21, 2020 stating, "We've made it possible for you to cancel your hotel and receive a full refund." and to respond with a "1" to cancel, which I did. I also received an email from Expedia on March 21, 2020, which stated that "I would be receiving a refund of $768.28." I called on numerous occasions only to be disconnected and was able to talk with one person who said she couldn't help me, because I had to call to the hotel reservation section, but they would not answer. I also sent emails to five different Expedia addresses, which I have received in the past requesting this refund and no one responded. I was told to go to the website for information, but it only states "cancelled" and referred me to the travel insurance link. The travel insurance won't refund my money unless I am ill with the virus, so I'm stuck and need this refund.
May 29, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a four night stay at the ***
*** Hotel & Suites, checking in April 20, 2020, and checking out April
24, 2020 for two adults in a Partial Ocean View Room. We understand Ms. is requesting a refund and a call from Expedia
regarding the refund request.On March 21,
2020, the refund was initiated by Expedia for the full amount of $768.28. On
April 12, Ms.’s
credit card company completed the refund on their end. The customer
used *** Expedia reward points to book the itinerary which has been withheld
due to the full amount of the hotel stay refunded. We have
attempted to contact the customer, however there was no answer and a voicemail
left with a case number to call Expedia if she has any further questions. No further
action has been taken as Ms.’s
request has been fulfilled. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely
1. On Jan 11, 2019 I booked three airline tickets using Expedia.com. Itinerary # ***. The amount was $3038.46 USD. The booking was explicit that the tickets were refundable for a service fee charged by the airline (***).
2. I chatted with Expedia.com and chatted with Patricia on February 26, 2020 to verify that the tickets are refundable for a fee of TW3000 each. She suggested I wait to cancel and the airline might waive these fees as it gets closer to the date of travel. A copy of this conversation is on record. I would have gladly paid the fee to cancel the flight for the refund but Patricia suggested that I wait and cancel later.
3. I have been trying to reach customer service for 4 weeks now and cannot reach anyone.
4. The airline has since cancelled the flight and a cancellation certificate has been issued. Expedia has offered a flight credit only. We will not be able to rebook this trip for several years which means we will lose the flight credit and over $3000 USD.
5. As the airline has cancelled our flights, the DOT requirement is to refund and not issue a flight credit and we cannot reach anyone in customer service we are requesting a refund back to our credit card. The airline (***) is specific that a refund will be issued for the flight cancellation and not flight credits. We have a cancellation certificate from the airline.
6. We kindly ask that the Revdex.com intervene and w ask for your assistance in this matter.
7. I have tried to reach Expedia by chat and many telephone attempts and it is not possible to reach anyone. All attempts by telephone, chat and email are on record.
This case appears to be resolved. I have been promised a refund less cancellation fees.
Thank you
I paid $896.92 to Expedia itinerary # *** for a hotel and roundtrip flight from Dallas to Prague for 9/22/20-9/29/20. My *** Airlines flight from Dallas to Prague round trip was cancelled for September due to COVID-19. I cancelled the hotel portion and was told I would be refunded $329.14 for that, but I still haven't received that over a week later. *** cancelled my entire itinerary last week, and said they would be issuing a travel credit. I called Expedia multiple times and couldn't get through at all since it said they were only assisting customers traveling in the next 10 days. I found their gold customer service line since I'm an Expedia gold member. Finally, I found the gold customer service number, called and the lady was nice but extremely unhelpful and said that *** Airlines is not refunding anyone but issuing a travel credit. This is completely unacceptable, so I filed a full refund request with *** on April 9th which they said was approved and would send back to Expedia. I filed a full refund request with *** on April 9th which they said was approved and would send back to Expedia. I do NOT want a travel credit [INVALID] I want a FULL REFUND of $896.92 back on my *** credit card ending in ***. I still have also NOT gotten the full refund and it's been over a week! I have also sent an email to several executives at Expedia including Barry *** Sarah G demanding a full refund. This has been an absolutely HORRIBLE experience that is unresolved. I do not want to file a chargeback with ***, but if I don't receive a full refund, I will have to. I've also filed a complaint with the US DOT. This is a lot of money to me and I need it desperately during these challenging times. Attached is my itinerary. Please help me get this money back. Thanks.
May 30, 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 record reflect a round-trip fare with *** Airlines from Dallas, TX
to Prague, Czech Republic on September 22, 2020, and returning September 29,
2020 for one adult. And a six night stay at the *** in Strakonicka ***/, Prague in
a Studio Apartment. We understand Mr.
*** is requesting a full refund.On April
9, the hotel portion had been cancelled and a refund initiated for $329.14. On
April 24, the refund was batched from Expedia and is now in bank processes. On April
30, Expedia initiated the refund for the flights in the amount of $567.78. On
May 15, the refund was batched from Expedia and is now in bank processes. No further
action has been taken as Mr. request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight with *** Airlines round trip from Atlanta to Istanbul, 5/17-5/27/2020. The flight was cancelled by *** airlines. Expedia did not offer the option of a refund for the flight cancelled by the airline. I made multiple attempts to contact them. Eventually I got a representative in the online chat. The representative attempted to deny the option of a refund, and misrepreresnted the rules and policies regarding refunds when the airline cancels a flight.
I spoke with a manager over the phone the following day and I was able to get them to agree to a refund, an option they should have had available from the beginning. They stated it may take up to 3 months to begin processing a refund, and in an email they sent me they stated they could not process a refund until a travel ban was lifted. They also did not provide a clear time frame for when a refund would be available or process. DOT guidelines state that if an airlines cancels a flight that the option for a refund should be made available and that a refund should be available within a week.
Expedia has purposefully made it difficult to contact them and took multiple attempts over several days to reach them. Most of their phone line options automatically hang up the call. Their claim escalation link on their customer service page, does not allow you to submit an email or complain and directs you to the phone line that hangs up on you. Expedia acted in bad faith by initially claiming a refund was not an option. They are currently delaying providing a refund for unclear reasons and are not providing a time frame for resolution of my request. Is there anything I can do to get a refund processed in a timely manner?
May 29, 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 Atlanta, GA to Istanbul, Turkey on May 15, 2020, and returning
May 27, 2020 for two adults. We
understand Mr. is requesting an escalated refund for the cancelled flights.On April
17, 2020, Expedia emailed the customer advising *** Airlines will only be
offering future travel credit for the cancelled flights as there may have not
been a flex policy in place by the airlines for a refund. We advocated a refund
request via email to *** on April 30 and received a response on May 4
advising they have recently updated their refund policy. They provided a waiver
to Expedia for process. On May 9,
both tickets have been initiated for refund by Expedia and will be completed by
the airlines directly. Due to the unprecedented events of Covid-19, the refund time-frame varies based on the airline and the customers credit card company. We
are unable to expedite the process any faster.We apologize
for inconsistent information on obtaining a refund from *** Airlines, as we
must follow the policies given to us by each vendor which may be subject to
change during this pandemic. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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.
However, I should not have had to call in multiple times, and spend close 20 hours of my time to get a hold of expedia representatives to request a refund. I also still believe expedia was unethical in its practices with its initial attempts to convince me that I was only eligible for credit, not a refund. I personally plan to avoid using their service in the future and book directly with the airline.
Sincerely
I booked a trip to Boston (scheduled for March 13-14, 2020) in Nov 2019 through Expedia (itinerary ***). This trip involved departure flights through *** (charged to my credit card by ***), a 2-night hotel stay (charged to my credit card by Expedia), and return flights through *** Airlines (charged to my card by ***). On March 9, I started trying to cancel this trip on March 10 due to the COVID epidemic. My experience with this was abysmal, and I am still awaiting a refund for my hotel room.
To elaborate: although *** and *** Airlines were both offering trip waivers, Expedia agents refused to cancel the flights and request waivers, claiming that the airline policy did not allow this. However, I was able to cancel my flights and receive a waiver by calling the airlines directly, and they explicitly stated that Expedia was not following the policy to request waivers for customers. I also had requested that Expedia cancel my hotel so that I could be refunded for the room fees. My hotel reservation was duly cancelled; I called the hotel independently and confirmed that my reservation had been cancelled by Expedia via email, and that the hotel would refund my payment to Expedia. However, I never received a refund for the room, for which I had been charged $206.08 in Nov 2019. I also keep getting requests from Expedia to review the trip, which indicates they never even registered the cancellation.
This is frankly unacceptable, and the Expedia website offers no way to receive help with this issue online or via the phone, as they are only addressing upcoming cancellations. I have emailed customer service twice with no response. While I understand that COVID related issues have created backlogs for everyone, I think that it should be reasonable to expect a response to my email within 7 business days.
May 29, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night stay at the *** By *** Boston Logan Airport Chelsea, checking in on March 13, 2020, and
checking out March 15, 2020 for one adult and two children. We understand Ms. is requesting a refund due to the
Covid-19 pandemic.The hotel
room selected is an online exclusive and provided by our partner. We must
request for a refund directly with them to process any refunds. We have
advocated the request on March 20, however we have not received a reply. A
second attempt has been made to our travel partner requesting a refund due to
the Covid-19 pandemic.An Expedia
representative will contact Ms. via email or phone with any
information received. We apologize for the extended wait time.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team