I reserved a hotel room through Expedia and also purchased the travel insurance to protect me in case I needed to cancel the hotel. I cancelled on March 19th through Expedia and they are still letting the hotel charge me for the room on March 21st. They are not honoring the travel insurance and they are not honoring the free cancellation they had listed on their website for that hotel. I have emailed Expedia several times and they keep telling me I cancelled 1 day too late. It shouldn't matter since I purchased the travel insurance. I want a refund. This was also purchased using Affirm. This company splits up your payments. They are at affirm.com. Expedia needs to make this right.
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 one night stay at the ***, a South Beach Group Hotel checking in March 21, 2020,
in a Standard Room 1 Double Bed for two adults. And a hotel booking protection
plan with AIG. We understand Ms.
*** is requesting a refund using the booking
protection plan.The room reservation
purchased has a penalty date which states: Cancellations or changes made after 6:59 AM local hotel
time, Wednesday, March 18, 2020 are subject to a hotel fee equal to 100% of the
total amount paid for the reservation. Ms., or an authorized user of the
Expedia account, cancelled the hotel room online on March 19. As per the provisions
related to COVID-19, If a customer does not cancel a hotel reservation by the
required deadline (due to the fact they are unable to travel to the merchant
because of a travel restriction or because the customer chooses not to travel)
and the customer is charged for a cancellation, no-show or a prepayment
transaction, it is the merchant's refund policy that will prevail. If the
customer did cancel the reservation, Expedia's refund policy will be enforced
as was agreed to at the time of booking. The merchant properly disclosed a
limited return or cancellation policy at the time of transaction.The Hotel Booking Protection will only take effect
if the customer files a claim with the insurance provider when any of the
covered reasons are met per the terms and conditions of the policy. All claims
are subject to approval with AIG.Due to the information provided, Expedia is unable
to provide a refund for the reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
The Expedia website I was using to book my hotel room on 2 occasions advertised one price for a room, and then charged my credit card another price for the room. I booked and checked into both rooms, on April 5th, and again on April 7th, on the same day.
Expedia.com Response
• Jun 01, 2020
June 1, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Mr.
***, Revdex.com case number *** regarding a
refund. We understand that Mr. is seeking a refund of $97 for
differences in pricing a hotel reservation. Upon further
research, we were unable to locate an Expedia account or reservation related to
the complaint. We respectfully request
that you provide us with the itinerary number of the booking and/or the email
address used at the time of booking. The
requested information will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Customer Response
• Jun 09, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a flight via expedia along with their "vacation insurance". My flight was cancelled by the airline resulting in me having to purchase (2) flight tickets to get home. I have tried contacting Expedia for a month to no avail. I finally got through to an agent on 03/16/2020. I was on the phone for over 90 mins until my call got disconnected. No call back, no email or anything from Expedia. I tried again on 03/17/2020 and again was placed on hold for over 120 mins while they "calculated" my refund amount. Still, no word from Expedia or a 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 flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Los
Angeles, CA to Dubai, *** Arab Emirates on March 9, 2020, and returning
March 15, 2020 for two adults. We
understand Mr. is requesting a refund of the cancelled and unused
portion of the inbound flight.On March 12, *** Airlines cancelled the return flight from Zurich,
Switzerland to Los Angeles, CA making the flight eligible for refund using the
flex policies in place by the airlines. On April 20, the refund on the tickets
were processed through the airlines for the remaining value of $740.18, however
a refund to the customer has not been processed yet. Expedia
has processed a refund in the amount of $740.18 to the original form of payment.
Refund timing may take up to 30 business days to reflect to the customers
credit card. We apologize for the delay in responding. 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 have a trip to Italy in June 2020 and the airline carrier is willing to give refunds and waivers until 4/30/2020. The airline cannot make any changes because it was booked through Expedia. Expedia is not accepting any form of communication until the time of your travel. Can Expedia contact the airline carrier so I can be compensated for the airfare before 4/30/2020.
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 Newark,
NJ to Frankfurt, Germany on June 29, 2020, and returning July 13, 2020 for
three adults. We understand Ms. is
requesting a full refund of the flights.On
April 26, Ms. or
an authorized user of the Expedia account cancelled the flight reservations
with ***. Before cancellation, the record did not have any schedule changes
or interruptions to the flights before cancelling which does not qualify for a
full refund. However, the fare rules of the tickets do allow for refunds with a
$300.00 penalty imposed by the airlines. *** does extend future travel
credit with the Covid-19 flex policy. The customer may re-book/complete new
travel before February 2, 2022. Change fees will be waived by ***, while
fare difference may apply. Expedia
has contacted Ms.
to provide the option of refunding with penalty, or keep future travel credit
with ***, however we were unable to reach her. The customer may contact
Expedia at a later time to request either option.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
In January of this year I booked a room at the *** hotel in New York through expedia for a stay from April 21, 2020 to April 26, 2020, the reservation was non-refundable since we did not plan to cancel for any reason as april is the only season of the year that my friend and I have vacations. The situation of COVID-19 is something that is not in our hands and clearly we are not canceling for pleasure, there are not even flights from my country to New York City.
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 Ms. *** Bottom of Form Bottom of Form, Revdex.com case number *** regarding a refund. We understand that Ms. would like to receive a refund in place of the voucher for cancelling
the hotel.
Our records indicate on December 31, 2019, Ms. or an authorized user of the Expedia account self-booked a five
night hotel reservation at *** New York, checking in on April 21, 2020 and
checking out on April 26, 2020 via ***We can confirm on April 14, 2020, the customer called to get information about
the email that should have been received for the self-cancellation. Our
representative directed the customer to self-serve the cancellation on our
website.On April 17, 2020, our representative sent an email to the customer which
advised, “with rapidly changing information
about coronavirus (COVID-19), we know that you are anxious about your travel
plans. Our call centers have been working around the clock to keep up with
customer requests, and we are truly sorry if you have experienced the frustration
of long wait times to get specific information about your options. In an effort
to make the process better for you, we have worked closely with our travel
partners to make it possible, even though your booking is non-refundable, to
cancel and receive a voucher in the form of a coupon for your booking
#*** for *** New York in New York, NY.”
After further review on May 18, 2020, Expedia
confirmed the hotel was booked as non-refundable and confirmed the email Expedia
sent to the customer on April 17, 2020. The email advised a voucher was being offered for the non-refundable hotel
reservation. There were directions in
the email on how to cancel the reservation and receive the voucher.
Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines, and is subject to the rules
and restrictions of those providers. We do not own or operate any hotels, nor do we set any
cancellation or refund policies. We hope you understand that
we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing his
booking on our website, Ms. agreed to
our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. 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 voucher/coupon for the hotel 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 hotels that are
ordinarily non-refundable or limit changes. We recognize that an hotel
voucher/coupon 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
We booked flights to Rome Italy in December to travel in April and due to thia pandemic obviously we could not go. Airlines are refunding purchases but Expedia refuses and refund but offers a credit that has to be used by December 20, 2020. We were travelling to visit who has since passed away and all of our trip money is being spent on essentials now due to unemployment due to the pandemic.
Expedia.com Response
• Jun 01, 2020
June 1, 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. would like a refund for the
flight reservation. Our records indicate December 21, 2019, Mr. an authorized
user of the Expedia account self-booked four round trip flights on ***
Airways, departing on April 7, 2020 from New York, NY to Rome, Italy returning on April
20, 2020 via ***We can confirm on April 17, 2020, the
customer called in and our representative noted the record refunding tickets due
to COVID19. Refund was submitted via ***
Airways electronic system.
After further review on June
1, 2020 – Expedia has been able to
verify that these tickets were refunded on April 17, 2020 for $578.57
each by *** Airways to card ending 4016. Since *** Airways processed the initial charge,
they’ll determine the 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. 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 bought travel insurance through Expedia for my honeymoon, including flight and hotel in Greece. Expedia phone lines are down and only those whose flights are within 72 hours are able to get in contact with an agent. Meanwhile, I was issued a voucher rather than my guaranteed full refund per the insurance policy. I understand there are high volumes, but it is unacceptable to withhold over $8,0000 for several months. And to neglect the insurance policy. Firstly, this is a lot of money to wait months for during a pandemic. Second, issuing a voucher is not what the insurance stated would occur. And lastly, I am not planning a trip anytime soon. I am a healthcare worker and am anticipating that not only will COVID-19 be continuing to spread for months at least, but I will be extremely busy at work in the aftermath. The voucher is useless to me.
Expedia.com Response
• Jun 01, 2020
June 1, 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. would like a
full refund for $8450.63.Our records indicate on January 15, 2020, Mr. an authorized user of the
Expedia account self-booked two round trip flights on *** Airlines departing
on June 29, 2020 from Detroit, MI to Athens, Greece and returning on July 5, 2020 from Thira,
Greece to Detroit, MI 23, 2020, with a five night stay at Astarte Suites and Protection
Package Plan via ***We can confirm on May 10, 2020, the
customer called to check on the reservation. They had received an email from Expedia about the cancelling. The customer wants a full refund instead of a credit. The call was disconnected. Our representative
called the customer back. The representative
issued a refund for the flights, contacted the hotel since dates were within
hotel flex policy. The representative processed
refund on hotel since we have a vacation waiver.After further review on June 1, 2020, Expedia has been able to confirm the flights and hotel were refunded on May 10,
2020, The flights were refunded $2,804.16
and the hotel was refunded $5,122.47 for
a total of $7926.63. Since *** Airlines
processed the initial charge, they’ll determine the 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. *** Airlines was the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our
Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor a refund request. We thank you for allowing us the opportunity to address the issue that
was brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
I have two trips this month and am having a nightmare time with both of them. Expedia says if you’re traveling in the next ten days you can call, which I am. But when I call it will not let me through to a person and it repeatedly hangs up on me.
On my first trip they alerted me they changed the flights and the email says accept the new times or cancel flight. There are no options online to pick a different flight as an alternative (I need a night flight and they booked me on a six am flight coming back which I can’t do because I have a meeting that day). I need to pick from the available flights they have but can’t do it without an agent.
The second trip the first leg got cancelled and I only found out when I went to fix the other trip! They didn’t email me to tell me the flight was cancelled or to offer alternatives. So now I have a flight back and no flight there. And they won’t answer the phone to tell me what I can do!! I just need to speak to a person and it’s impossible to get assistance.
I will never use Expedia again! I am out money and so much wasted time. I’m so frustrated and disappointed in the lack of customer service. I need to fix these flights!
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Atlanta,
GA to Istanbul, Turkey on May 10, 2020, and returning August 18, 2020 for three
adults. We understand Ms. is requesting a
refund.On April
14, 2020, *** airlines cancelled flight operations for the departure flight
with no alternative flight making the flight eligible for refund. Expedia has initiated
the refund and will be completed by *** airlines. Refund time-frame varies
on the airline and Ms.’s credit card company.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 29, 2020
Complaint: ***
I am rejecting this response because:
Firstly their records were incorrect the journey was from Atlanta Ga to Istanbul Turkey and from Istanbul Turkey to Karachi Pakistan and return to Atlanta Ga through Istanbul Turkey. Secondly I am in touch with Expedia Customers service since last 3-4 weeks and they just putting me on hold and every time even for 1 to 2 hours when I call they give me different information. Bottom line is that they have extremely ridiculous customer service and matter of fact that their customers service agents lies on few instances giving false information. A good example of this person who is responding on behalf of Expedia that do not even bother taking a look on the itinerary and giving false information of the destination. The correct information is as follows:
Itinerary # ***
Ticket # ***
***
***
Travel dates May 10, 2020 - Aug 18, 2020
Travel Details
May 10 ATL to IST
IST to KHI
Aug 18 KHI to IST
IST to ATL
Total Ticket amount paid including taxes was $2641
I request Revdex.com to look into it and help me get me hard earned money back from these crooks. They are thieves and trying to steal my money. I need my $2641 back and thats it. If I have to go to court I will do that and sue them.
Thanking you
***
Sincerely
Expedia.com Response
• Jun 01, 2020
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We
regret to hear Ms. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.On April 14, 2020, *** airlines cancelled flight
operations for the departure flight with no alternative flight making the
flight eligible for refund. Expedia has initiated the refund in the amount of $2,641.11 and will be completed by *** airlines. Refund time-frame varies on the airline
and Ms.’s credit card company. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Jun 02, 2020
Complaint: ***
I am rejecting this response because:
I paid my hard earned money to Expedia NOT *** Airline! Why I have to hear that *** Airlines is my boss???? If they like they will issue credit. I am seriously saying that
I will have no hesitation taking Expedia to Court of Law to recover all my paid money plus the legal expenses and attorney fees. Dont NOT take me easy. I am USA citizen I am very well aware of my RIGHTS and RESPONSIBILITIES! Be also aware that I will report this to all social media sites to show how EXPEDIA rip off people when it come to giving refunds. You guys are CROOKS and I will show it to the world as well.
cancelled my May 6 - 16 flights from Newark to Naples (for 6 travellers). Expedia is refusing to refund the tickets, instead insisting we can only receive vouchers that we must use by December 2020. I've explained to them numerous times that both EU law and the US Deapartment of Transportation mandates that they offer a refund.
Expedia.com Response
• May 27, 2020
May 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. *** or an
authorized user of the Expedia account self-booked a round trip flights on ***, Revdex.com case number *** regarding a future
refund. We understand that Ms. would like a full refund.
Our records indicate on August 17, 2019, Ms. or an
authorized user of the Expedia account, self-booked a combined one-way flight
reservation for five travelers on ***, departing on May 6, 2020, from
Newark, NJ, USA, to Naples, Italy, returning on May 16, 2020 via ***.
We can confirm from January 24, 2020 through April 9,
2020, *** initiated airline schedule changes and unconfirmed flight
segments on your itinerary. Between January 25, 2020, and May 12, 2020, Ms.
*** contacted Expedia numerous times and inquired about a refund for the
flights. A few Expedia representatives contacted *** about the refund.
After further review on May 8, 2020, Expedia confirmed
that *** emailed Expedia and advised that they have forwarded the
refund request to their Refunds Department for processing. Once *** issues the refund the
refund will go back to the original card that was charged. Due to the extraordinary circumstances of
Coronavirus (COVID-19) travel disruptions, airlines are processing a high
volume of refund requests and refunds are taking a bit longer than normal. The
time it takes the refund to post to your account varies, depending on the time
it takes the airline and your credit card company to process refunds. Expedia also verifies this complaint was
addressed in a DOT complaint *** dated May 19, 2020.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** were the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the event
of any delay, cancellation, overbooking, strike, force majeure or other causes
beyond their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 02, 2020
Complaint: ***
I am rejecting this response because:
RE: Revdex.com case # ***
USDOT case #***
Expedia case # ***
I am writing to provide my rebuttal to Expedia’s response to my complaint, and to state unequivocally that the complaint has not been resolved. Between January and May, I’ve made approximately 25 calls to Expedia and sent 30 or more emails, with another 10 or more calls and 15 or so emails to ***.
During each telephone or email conversation, I was informed initially by *** that Expedia was responsible for issuing the refund. Expedia on countless occasions confirmed that this was the case, but that they could not issue the refund until they received a “waiver code” from ***. On May 7, *** informed me that they gave explicit instructions to Expedia back in January regarding the initial flight cancellation; Expedia did not follow the instructions.
On May 5, I received an email from ***, informing me that I had 2 choices regarding my cancelled flights:
A voucher valid for 2 year, with an additional increase of 20% OR refund of my ticket to the original form of payment; however, they also stated that “If you booked your ticket through a Travel Agency, you will need to contact the Agency to request the refund to the original form of payment. They have been provided with instructions on how to process refunds related to this COVID19 crisis.
In a subsequent email on May 12, *** responded: Expedia has requested refunds for other passengers in this same situation, I am not sure whey you continue to obtain the below response from Expedia. Expedia needs to contact their local *** Agency Help Desk for assistance with a refund.
I forwarded this email to Expedia and received no acknowledgment, other than to tell me that *** would not approve a refund, only vouchers.
I just received another such email from Expedia on May 11 letting me know that airline credits had been issued.
I have received no communication from *** confirming that a refund is being processed, and no email from Expedia confirming the same. Their response to you was the first time that I’d heard they had received such a response from ***.
I’m not sure what the source of the confusion is, or who is really responsible for my refund, I would just like my refund. I can tell you that, after 25 years of using Expedia for both my personal travel, and the business travel of 75 to 100 individuals in my department, I will NEVER again use Expedia.
Sincerely
Customer Response
• Jul 06, 2020
Complaint: ***
I am rejecting this response because the issue has NOT been resolved. I just spoke with a *** representative (***) who informed me that *** has offered to refund travelers under the current COVID19 conditions; however, the refund can only be processed once Expedia contacts *** to initiate the process. He can find no record that Expedia has requested the refund.
Sincerely
Expedia.com Response
• Jul 11, 2020
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.Thank you for forwarding the Revdex.com B *** consumer rebuttal from
Ms. ***. We regret to hear Ms. did not accept our
response.We
are again responding to Ms. complaint regarding a refund. We
understand that Ms. is requesting that Expedia issue a refund for the
flight reservations. Expedia serves as a third-party intermediary with ***
Portugal. *** is the merchant of record and would be the agency
to issue the refund as they made the original charge against the customer card.
The last Revdex.com complaint was addressed on June 15, 2020 at which time we advised
since the previous Revdex.com complaint was addressed on June 8, 2020, there have not been
any changes and we stands behind our initial response. After
reviewing the Expedia account, Expedia’s complex air team emailed ***
on July 8, 2020, and received an automated response, “Thank you for contacting
*** Air *** - Agency Help Desk. Your request has been received
successfully and will be answered shortly. Office Hours: Monday to Friday: 9:00
am - 05:00 pm (Eastern Standard Time)”. We are still awaiting a response from ***.We are unable to initiate refunds on our end as *** has
disabled our ability to do so. We understand Ms. contacted the airline
and was advised no request has been received, however as a travel agency, ***
requires all requests to be submitted through email only. ***’s customer
service line is not the portal Expedia as a travel agency uses to request
refunds, and would not have the ability to check on the status on requests
received. We do apologize for the delay, but know we are coordinating with the
airline. Please understand these are unprecedented times and replies are
delayed following the Covid-19 pandemic. Furthermore, Expedia sent an Ms.
*** an email on April 23, 2020 advising of future travel without a change
penalty per *** flex policy for flights affected by Covid-19. The
customer must re-book prior to August 31, 2020. Ticket validity date: per
*** policy must complete travel by December 31, 2020. Customer needs
to call our Customer Service Department at 877-227-7481 to exchange the ticket
before the expiration date if the tickets have not been processed for refund by
this date We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I purchased a travel package consisting of Air, hotel and Vacation Waiver. The vacation waiver allows me to "change or cancel your Trip for any reason one time prior to the Scheduled Start Time". In order to utilize the waiver it says I must contact customer service and they will initiate the cancellation. When I contacted Expedia on 4/15/2020 I was told by a recording that "If you are not traveling in the next 72 hours we can not assist you" but you can make changes yourself using a link that they would text me. I tried using the link but because it was a vacation package it said it could not assist me and that I would have to speak to a customer service agent. It then tried to connect me but once connected I got the "If you are not traveling in the next 72 hours we can not assist you" message again. I tried several phone numbers including 866-310-5768, 800-280-7112, 800-489-9103 and 800-397-3342. Each time I was disconnected after entering my itinerary number and being told my travel was not within the next 72 hours. I wish to change this booking and the prices are going up daily. If I wait until 72 hours before I am scheduled to leave I will not be able to afford to rebook. I would just cancel the reservation myself but if I do that I am afraid that I will not get reimbured from the vacation waiver because I did not follow the directions.
Expedia.com Response
• May 30, 2020
May 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her package
reservation. We understand the customer is requesting to cancel the package using
her Vacation Waiver. Our
records indicate, on April 23, 2020, the customer’s fight was cancelled by the
airline for a full credit.On
May 12, 2020, the customer contacted Expedia via chat and requested a refund of
the hotel portion of the booking. Our agent cancelled the hotel and issued a
full refund back to the customer’s original form of payment using the Vacation
Waiver. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence
Team
We purchased 7 round trip tickets through Expedia traveling from Seattle, WA to Maui departing 3/20/2020, returning 3/30/2020. Due to flight restrictions issued from both Governor's due to COVID19 - we decided to cancel our trip. We called the airlines to cancel before departure. I contacted Expedia to discuss a refund for our tickets. They suggested we talk directly with *** Airlines. I received an email back from *** CLO of *** Airlines, who gave approval for the refund and a code for Expedia to use for this. I contacted Expedia, who declines providing the refund for Confirmation Codes: ***. Sherry, the representative I spoke to stated "we do not own your tickets, therefor we cannot refund you". She suggested we take this matter up with *** Airlines. I emailed *** again, but per Expedia's website I have followed the correct steps for obtaining my refund. I have an email from *** Airlines authorizing Expedia to refund these flights if you need it.
Expedia.com Response
• May 30, 2020
May 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # E-***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 multiple flight reservations. Our records reflect combined one-way fares with *** Airlines departing Seattle, WA to Kahului, HI on March 20, 2020, and returning
March 30, 2020 from Kahului, HI to Seattle, WA on itineraries: *** and ***. We
understand Ms. is requesting a refund on all four itineraries.Per
*** Airlines, itineraries *** both were exchanged
directly with them due to a minor name change for each record. When the airline
makes an exchange, Expedia no longer has control of the tickets. All changes
and refund requests must be made directly with *** Airlines.Itineraries *** and *** have both been escalated to an air account manager. The air account
manager will reach out to *** airlines to request a refund for each
itinerary. Refunds are subject to *** airlines approval.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 Z Corporate Correspondence Team
Booked 3 separate reservations with Expedia in September 2019 for travel to Spain and return in April and May. Phone call with Expedia customer service on February 27th we were informed that *** had cancelled all flights and that we would be receive a refund to our credit card. This has an Expedia Case number of E-***. We have not received the refund, numerous calls and emails and chat with Expedia does not result in contact with a live persons since this 02/27/2020 phone call and credit cards have not been refunded.
Expedia.com Response
• May 31, 2020
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s *** 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 multiple flight reservations. Our records reflect a multi destination fare with *** departing El
Paso, TX to Madrid, Spain on April 26, 2020, and departing Nice, France El
Paso, TX on May 21, 2020 on itinerary ***. A one-way
fare departing Madrid,
Spain to Granada, Spain on April 29, 2020 via itinerary ***. And a
one-way fare departing Granada, Spain to Naples, Italy on May 2, 2020 via
itinerary ***. We understand Mr. is requesting refunds for all flights
due to cancellations.On
February 27, Expedia advocated refunds for all three itineraries. As per ***
policy, travel agencies may only request refunds via email. On May 15, ***
responded to all three requests allowing refunds to be processed using waiver
code “Covid-19” due to inoperable flights.Expedia has initiated the refund request on itinerary ***
for $206.60. *** will process the refund directly. The refund time frame
varies based on the airline and the customer's credit card company.Itineraries ***,
*** ticket statuses have been suspended. Expedia has contacted ***
to inquire and was advised the customer processed a charge-back via his credit
card company. *** mentioned they are unable to open the ticket status to allow
a refund initiated by Expedia before the charge-back is lifted. The airline has
suggested Mr. to coordinate with his credit card company, after the
charge-back is cancelled, Expedia must email ***’s charge-back team to lift
the suspended tickets before they will allow the refunds to be initiated.We
kindly ask Mr. to coordinate with his financial institution and call
Expedia to request the suspended tickets to be lifted before we can initiate a
refund with ***.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.com Response
• May 31, 2020
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s E-***, E-***, E-*** 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 multiple flight reservations. Our records reflect a multi destination fare with *** departing El
Paso, TX to Madrid, Spain on April 26, 2020, and departing Nice, France El
Paso, TX on May 21, 2020 on itinerary ***. A one-way
fare departing Madrid,
Spain to Granada, Spain on April 29, 2020 via itinerary 74***90. And a
one-way fare departing Granada, Spain to Naples, Italy on May 2, 2020 via
itinerary ***. We understand Mr. is requesting refunds for all flights
due to cancellations.On
February 27, Expedia advocated refunds for all three itineraries. As per ***
policy, travel agencies may only request refunds via email. On May 15, ***
responded to all three requests allowing refunds to be processed using waiver
code “Covid-19” due to inoperable flights.Expedia has initiated the refund request on itinerary ***
for $206.60. *** will process the refund directly. The refund time frame
varies based on the airline and the customer's credit card company.Itineraries ***,
*** ticket statuses have been suspended. Expedia has contacted ***
to inquire and was advised the customer processed a charge-back via his credit
card company. *** mentioned they are unable to open the ticket status to allow
a refund initiated by Expedia before the charge-back is lifted. The airline has
suggested Mr. to coordinate with his credit card company, after the
charge-back is cancelled, Expedia must email ***’s charge-back team to lift
the suspended tickets before they will allow the refunds to be initiated.We
kindly ask Mr. to coordinate with his financial institution and call
Expedia to request the suspended tickets to be lifted before we can initiate a
refund with ***.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.com Response
• Jun 13, 2020
June
13, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case
number ***). We regret to hear Mr. did not accept our
response and/or resolution offered. We have reviewed the documentation/new information Mr. provided to
further address his concerns.We understand it has been
difficult to reach a resolution through ***. Expedia acts as an intermediary
and follows the policies of the airlines. On May 15, *** had made three
responses (one per record) to allow a refund for the tickets with a waiver code
to be added to each record. When *** was contacted on May 30, we were
advised the two remaining records were suspended due to a dispute initiated by
the customer. The refunds cannot be initiated on our end when *** has
suspended the tickets. As stated previously, *** mentioned they are unable
to open the ticket status to allow a refund initiated by Expedia before the
charge-back is lifted. The airline has suggested Mr. to coordinate with
his credit card company. After the charge-back is cancelled, Expedia must email
***’s charge-back team to lift the suspended tickets before they will allow
the refunds to be initiated. We kindly ask Mr. to coordinate with his financial institution and call
Expedia to request the suspended tickets to be lifted before we can initiate a
refund with ***. We thank you for allowing us to address this matter further. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael *** Corporate Correspondence Team
Hello, I booked a trip through expedia, and purchased trip interruption insurance through Expedia. The Police clearly states that this covers trip interruption and cancellation. After discussing this with the other three travelers we decided to purchase the insurance. We were notified that our flight have been cancelled due to CV-19. I have tried many times to contact expedia and at one point they said they would return my call which they didn't. Another time I literally was on hold for 6 hours before I hung up. The insurance company they sale has now conveniently made a press release that VC-19 is NOT covered. This is not listed in the policy.
Expedia on their website offers to give you flight credits through the airlines which will not work in our case as we rarely ever use the same airlines for our travels. I simply want to file this complaint for their police that clearly don't even mention CV-19. This is false selling and they lead the customer into believing that they are selling you peace of mind for these type of events. But when it comes down to it they fail to follow through with their product. I will be glad to talk to anyone regarding this matter.
Expedia.com Response
• May 28, 2020
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight with insurance reservation. Our records reflect a combined one-way fare with *** and
*** Airlines departing Las Vegas, NV to Cancun, Quintana Roo, Mexico on
April 21, 2020, and returning April 28, 2020 for two adults. And
travel insurance with TRAVELGUARD. We
understand Mr. is requesting the travel insurance be used to provide a
refund of the flights due to the Covid-19 pandemic.On April
15, *** airlines cancelled flight operations making the flight eligible
for refund, and has been previously refunded by *** Airlines. On April
4, *** Airlines cancelled flights without offering re-protection making the
flights eligible for refund. We have tried to initiate a refund for the flights,
however we do not have the full credit card details. Expedia has contacted Mr.
*** and was told he will contact either *** or Expedia at another time to
resolve the issue.
Unfortunately the travel insurance does not qualify for refund.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked my honeymoon with Expedia on January 17, 2020 for my husband and I to go to Grand Cayman Island before Covid 19 was considered a worldwide pandemic. I purchased a package including airline tickets and our hotel for the 8 nights we would be there. I purchased a "package protection plan" for an additional $238 that covered any changes for the airline tickets or hotel reservations. Ultimately, due to Covid 19 the island is on lockdown, flights cancelled and hotel ia closed. I received emails from Expedia first saying our flights were cancelled and I would receive an email with more information which I never did. I could not reach Expedia by phone or virtual chat until April 14th. I asked about getting a refund for everything and was told Expedia had to request the refund from the airline instead of the airline credit they were offering. I also asked about the hotel being closed and getting a refund for that. Expedia has refused to give me a full refund that includes the $238 for the travel insurance even though the travel insurance did not have to be used due to Covid 19 and everything being shutdown. The insurance was for in the event WE had to change or cancel anything. We have no choice in this matter. I spoke to 5 different people at Expedia on April 14th including someone with corporate who told me they absolutely do not refund the protection plan and their policy for refunding that is only good if you cancel the insurance within 10 days of booking. I was lied to repeatedly by Expedia during this process. The first lie was by the agent on the chat that told me she had to use the insurance to cancel the hotel reservation which isn't true because the hotel is closed indefinitely and the insurance part of the company ultimately confirmed that when I called them. I as the purchaser am the only one able to use the insurance to cancel anything and file a claim. Expedia does not have that capability. The 2nd lie was the 2nd agent who offered me a $238 credit my Expedia account. The manager with corporate confirmed that isn't even an option. I asked him if it is standard for Expedia employees to offer things that don't exist just to get customers off the phone and his response was "that's a possibility". I am still fighting to get all of my money refunded. I am appalled and incredibly disappointed that a large well known company like Expedia is using the pandemic as a means for profitting during a worldwide pandemic when so many are suffering financially and otherwise
Expedia.com Response
• Apr 24, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged itinerary. Our records reflect a combined one-way fare with *** Airlines
departing Nashville
(***) to George Town, Cayman Islands (***) on April 19, 2020 and returning April
27, 2020. And an eight night stay at *** for two adults, with a Package
Protection Plan. We understand Ms. is requesting a
complete refund of the package due to the Covid-19 pandemic.
On March
30, 2020, *** Airlines has cancelled both the outbound and return flight
making the tickets valid for refund. The customer applied for the refund online
via *** Airlines directly and has been refunded in full for both passengers.
On April 14, 2020 a refund for the hotel booking was processed in the amount of
$1757.35.
A refund
has been processed for $238.00 for the Package Protection Plan as well as it was
not utilized for this itinerary. Please note, refunds may take up to 30 days to
reflect back to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 06, 2020
I'm contacting you regarding my complaint against Expedia that was partially resolved. If you review the notes from complaint #***, my initial problem was Expedia not wanting to refund the package protection insurance that was purchased with our honeymoon we booked. Expedia has since refunded the $238 for the insurance but has failed to refund the $1757.35 for the hotel booking due to me attempting to seek help from *** to resolve the issue while I waited for help from The Revdex.com or The Federal Trade Commission. Because *** filed a dispute, Expedia has essentially put the hold on the $1757.35 refund that should have taken less than 30 days to process and now I am being told could take up to 90 days. During this financially difficult time, that money would be extremely helpful to our family right now. If they would simply refund the $1757.35 then the dispute with the credit card company would be resolved and dropped. After spending another 2 hours on the phone with Expedia, I was told no one at corporate had the ability to speak to their own dispute department, nor did they have a phone number or email for that department. When I asked if I should simply call my credit card company and have them drop the dispute, Expedia advised me not to do so because it could cause even further delay. I am asking for any help you may be able to offer at this point.
Thank you
Expedia.com Response
• May 20, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not accept our response
and/or resolution offered. We have reviewed the documentation/new information Ms. provided to further
address her concerns. On April 14, 2020 a refund for the hotel booking was processed in the amount of
$1757.35, and on April 25, the refund failed due to a charge-back.
Unfortunately we are unable to process a second refund as Expedia has allowed
the funds to be processed directly with the customers financial institution. Moving
forward, we ask Ms. to contact her bank to acquire the refund. We apologize
for any inconvenience this causes, and appreciate the understanding. We thank you for allowing us to address this matter further. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael *** Corporate Correspondence Team
Customer Response
• May 21, 2020
Complaint: ***
I am rejecting this response because: I fail to understand why Expedia's corporate office does not have the capability to contact their own department handling disputes in order to quickly resolve this issue. It was completely irresponsible on their part to begin with that I had to resort to these measures in order to get my money refunded for the package protection insurance during a global pandemic. Expedia created this issue by being a greedy corporation and taking advantage of their customers. Their social media page clearly shows the huge amount of customers unhappy with Expedia's failures in customer service and their unwillingness to serve their customers in a professional and ethical m***er. It is terribly disappointing and unfortunate.
I had bought return tickets from Islamabad, Pakistan to Washington DC for my parents through Expedia on Feb 20, 2020. They arrived in DC on Feb 28, 2020. On their return flight, on March 20, 2020, they made the scheduled stopped over in Abu Dhabi, UAE and their connecting flight to Islamabad, Pakistan got cancelled due to COVID-19. They were stuck at Abu Dhabi airport with no where to go. The airline put them back on flight to DC the next day. This was airline initiated. I understand that the cancellation was due to COVID-19 restrictions, so we are now waiting for the flight operations to restore so my parents can return to their home country. Since our original trip was cancelled half way through, I expect *** Airways to provide a return ticket at no additional cost. However, talking to Expedia, I learnt that the airline will not be providing the ticket. Their reason is that they used the Abu Dhabi to Islamabad ticket value to send my parents back to Washington DC. I also tried contacting *** Airways directly, but they said since this ticket was bought through a third party (Expedia), please contact them. I am now stuck between *** Airways and Expedia. I am also concerned that *** Airways says (according to Expedia) they used the ticket value to bring passengers back. That is not what I had paid for. I had paid for them to arrive in Islamabad, Pakistan, and that did not happen. It was not my or my parents fault that the flight from Abu Dhabi to Islamabad got cancelled. Also, we never asked the airline to return my parents to Washington DC. My parents are in their 60s. This trip to Abu Dhabi was 13 hours flight to Abu Dhabi, 11 hours of stay at the airport, and then 13 hours back to DC. Moreover, now *** Airways is asking us to buy a new ticket for the return flight. I think it is totally unfair. I would really appreciate any help I can get in this case.
Thank you
Expedia.com Response
• May 28, 2020
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
Airways departing Islamabad, Pakistan to Washington, DC, United States on February
28, 2020, and returning March 20, 2020 for two adults. We understand Mr. is
requesting a return flight from Washington, DC, to Islamabad, Pakistan due to a
cancellation admitted by the airlines.On April 20, 2020, Mr. or an authorized user of the Expedia
account called to inquire on re-booking a return flight to Islamabad. An Expedia
corporate representative contacted the airlines to request new flights, and was
advised the customers were given an option to stay in Abu Dhabi,
*** until they have a flight to Islamabad, or can return back
to Washington, DC. After returning to D.C. the flight had no remaining value on
the ticket to process an exchange. The corporate representative offered a
refund for the return portion of the flight in the amount of $550.50. The
customer accepted the refund as a resolution.No further
action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 28, 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.
Flight booked 3/13. Flight cancelled 3/14 via online chat on Expedia.com with promise of refund within 5-7 business days. Their website later revised all refunds to "up to 30 days." It's been 30 days and no refund received. They are impossible to actually get ahold of a real person. I've tried their website chat, phone, email, ***, ***. Nada.
Customer Response
• Apr 20, 2020
I was finally able to get someone at Expedia to again promise a full refund. They have sent me "receipts" showing me that they are processing a refund. They state it will take 30 additional days (starting today) before I will actually get the funds. We'll see.
Booked a flight for family if 5 in September to fly April 11-18 for $2340. Called end of March to get a credit or refund and was told I could only exchange my ticket and had to fly by December as basic economy flight with ***. Switched flights for July. Was $900 cheaper and was told by Expedia, I could not get the money back or upgrade my ticket. Rules have changed with airlines and I called Expedia and they told me they can’t give me a credit or refund. I have to call ***. I Spoke with *** and they told me once the flights were changed they send Expedia back the difference in fare s the flights were cheaper. Expedia charged my credit card when I initially booked back in September, not ***. After spending hours trying to get through and get hung up on, I am now waiting for someone with corporate Expedia to speak with me and have been on this call for 1.5 hours. This is disgusting and I want my money back.
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 flight
reservation. Our records reflect a round-trip fare with *** Airlines originally
departing Richmond,
VA to George Town, Cayman Islands on April 11, 2020, and returning April 18,
2020 for two adults and three children. We
understand Ms. is requesting a
refund for the difference in fare for an exchange.On March
27, Ms. or an authorized user of the Expedia account called and made a change
of dates to the flights to depart July 3, 2020, and return July 10, 2020 with the
same routing as the original flights. The exchange resulted in a total difference
of $906.40. On April 16, a refund of the difference in fare was processed to
the customer. No further
action has been taken as Ms. refund for $906.40 has been
processed by Expedia.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
As of March 12th 2020 my fiancee was diagnosed with stage 4 cancer and she will be attending chemotherapy treatments at that time I'm requesting a refund for our up coming trip in September 2020 so we may travel in 2021 but they are not taking calls at expedia and all the have is a virtual assistant they says I will not get my money refunded and there are no other means of contact so I may explain our situation, I also have a letter of proof from the *** providing proof of our current situation and that we are unable to travel due to her sudden cancer .
Thank you for your assistance
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 flight reservation. Our records reflect a round-trip fare with ***
departing Chicago,
IL to Orlando, FL on September 13, 2020, and return September 19, 2020 for two
adults. We understand Mr. is
requesting a refund due to extenuating circumstances.*** flex policy allows for extended travel credit for future flights. The
airlines will allow new travel to be completed by December 31,2021. If re-booking
from same origin/destination with the same routing, the change fees and fare
difference if any will be waived. If changing the routing and
origin/destination, change fees will be waived, while fare difference may
apply. On April 16,
Mr. called *** to request cancellation on both tickets.
On April 19, the customer requested for a refund on one ticket online through *** Airlines directly as per an airline representative. Expedia has been notified
that the requested ticket is still pending and not a guarantee as the tickets
are non-refundable and no flight interruptions occurred.The
airlines has noted that Mr. must request a refund for ***, and provide supporting documents related to
the extenuating circumstance, and mention both ticket numbers in the comments
box. All refunds are subject to approval by ***.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 Tea
We booked round trip flights to Germany through Expedia. We received an email from Expedia on Friday, March 6, 2020, stating the flight from Chicago through *** had been canceled by *** Air on April 22 and changed to April 21. However, our connecting flight into Chicago was on April 22. Also the April 21 flight would land in *** at 6:30 am and not leave *** for Germany until late the following day which would require lodging for 2 nights. The original layover in *** was for one hour.
I called Expedia a few days later and talked to a woman named Nikata (spelling may be incorrect). She worked to see if there was alternate flights. There weren't and she received authorization from her "senior" to cancel our trip with a full refund. We wanted to think it over. I asked Nikata for a day or two and if there would be a problem getting the full refund when I called back and talked to any other Expedia representative. She assured me that she would put notes in so there would be no problem. I called back within 2 days and was not able to get through due to heavy call volume from Covid-19. I continued trying to call over the next several days. On one of the phone calls, I was given the option to have Expedia return my call. On Tuesday evening, March 24, I received a phone call, talked to the rep who was going to transferring me since he did not handle refunds. We were disconnected. Subsequent phone calls to Expedia say call back when you are traveling within 10 days and they hang up. When we were within 10 days, I called and the recording says call back within 72 hours of travel and hangs ups. We have tried contacting Expedia on *** and emailing. We have tried *** Air but they say go through Expedia.
Today, I received an email stating they have tried repeatedly to call but there is no record of any calls on either mine or my wife's phone. I tried calling the number in the email-it says call within 72 hours of travel and hangs up.
Expedia.com Response
• May 30, 2020
May 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # E-***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 E-***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Chicago, IL to Hamburg, Germany on April 22, 2020, and returning May
27, 2020 for two adults. We
understand Mr. is requesting a complete refund.On
April 17, Mr. or an authorized user of the Expedia account called to inquire
on a refund due to a major schedule change to the flight reservation. On April
18, Expedia initiated a refund in the amount of $983.30. 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 ZCorporate Correspondence Team
I reserved a hotel room through Expedia and also purchased the travel insurance to protect me in case I needed to cancel the hotel. I cancelled on March 19th through Expedia and they are still letting the hotel charge me for the room on March 21st. They are not honoring the travel insurance and they are not honoring the free cancellation they had listed on their website for that hotel. I have emailed Expedia several times and they keep telling me I cancelled 1 day too late. It shouldn't matter since I purchased the travel insurance. I want a refund. This was also purchased using Affirm. This company splits up your payments. They are at affirm.com. Expedia needs to make this right.
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 one night stay at the ***, a South Beach Group Hotel checking in March 21, 2020,
in a Standard Room 1 Double Bed for two adults. And a hotel booking protection
plan with AIG. We understand Ms.
*** is requesting a refund using the booking
protection plan.The room reservation
purchased has a penalty date which states: Cancellations or changes made after 6:59 AM local hotel
time, Wednesday, March 18, 2020 are subject to a hotel fee equal to 100% of the
total amount paid for the reservation. Ms., or an authorized user of the
Expedia account, cancelled the hotel room online on March 19. As per the provisions
related to COVID-19, If a customer does not cancel a hotel reservation by the
required deadline (due to the fact they are unable to travel to the merchant
because of a travel restriction or because the customer chooses not to travel)
and the customer is charged for a cancellation, no-show or a prepayment
transaction, it is the merchant's refund policy that will prevail. If the
customer did cancel the reservation, Expedia's refund policy will be enforced
as was agreed to at the time of booking. The merchant properly disclosed a
limited return or cancellation policy at the time of transaction.The Hotel Booking Protection will only take effect
if the customer files a claim with the insurance provider when any of the
covered reasons are met per the terms and conditions of the policy. All claims
are subject to approval with AIG.Due to the information provided, Expedia is unable
to provide a refund for the reservation.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ZCorporate Correspondence Team
The Expedia website I was using to book my hotel room on 2 occasions advertised one price for a room, and then charged my credit card another price for the room. I booked and checked into both rooms, on April 5th, and again on April 7th, on the same day.
June 1, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention.
Expedia is
responding to the consumer complaint from Mr.
***, Revdex.com case number *** regarding a
refund. We understand that Mr. is seeking a refund of $97 for
differences in pricing a hotel reservation. Upon further
research, we were unable to locate an Expedia account or reservation related to
the complaint. We respectfully request
that you provide us with the itinerary number of the booking and/or the email
address used at the time of booking. The
requested information will allow us to appropriately address your concerns.We thank you for
allowing us the opportunity to address the issues that were brought to our
attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us.Sincerely,Di-Di
***Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased a flight via expedia along with their "vacation insurance". My flight was cancelled by the airline resulting in me having to purchase (2) flight tickets to get home. I have tried contacting Expedia for a month to no avail. I finally got through to an agent on 03/16/2020. I was on the phone for over 90 mins until my call got disconnected. No call back, no email or anything from Expedia. I tried again on 03/17/2020 and again was placed on hold for over 120 mins while they "calculated" my refund amount. Still, no word from Expedia or a 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 flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Los
Angeles, CA to Dubai, *** Arab Emirates on March 9, 2020, and returning
March 15, 2020 for two adults. We
understand Mr. is requesting a refund of the cancelled and unused
portion of the inbound flight.On March 12, *** Airlines cancelled the return flight from Zurich,
Switzerland to Los Angeles, CA making the flight eligible for refund using the
flex policies in place by the airlines. On April 20, the refund on the tickets
were processed through the airlines for the remaining value of $740.18, however
a refund to the customer has not been processed yet. Expedia
has processed a refund in the amount of $740.18 to the original form of payment.
Refund timing may take up to 30 business days to reflect to the customers
credit card. We apologize for the delay in responding. 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 have a trip to Italy in June 2020 and the airline carrier is willing to give refunds and waivers until 4/30/2020. The airline cannot make any changes because it was booked through Expedia. Expedia is not accepting any form of communication until the time of your travel. Can Expedia contact the airline carrier so I can be compensated for the airfare before 4/30/2020.
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 Newark,
NJ to Frankfurt, Germany on June 29, 2020, and returning July 13, 2020 for
three adults. We understand Ms. is
requesting a full refund of the flights.On
April 26, Ms. or
an authorized user of the Expedia account cancelled the flight reservations
with ***. Before cancellation, the record did not have any schedule changes
or interruptions to the flights before cancelling which does not qualify for a
full refund. However, the fare rules of the tickets do allow for refunds with a
$300.00 penalty imposed by the airlines. *** does extend future travel
credit with the Covid-19 flex policy. The customer may re-book/complete new
travel before February 2, 2022. Change fees will be waived by ***, while
fare difference may apply. Expedia
has contacted Ms.
to provide the option of refunding with penalty, or keep future travel credit
with ***, however we were unable to reach her. The customer may contact
Expedia at a later time to request either option.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
In January of this year I booked a room at the *** hotel in New York through expedia for a stay from April 21, 2020 to April 26, 2020, the reservation was non-refundable since we did not plan to cancel for any reason as april is the only season of the year that my friend and I have vacations. The situation of COVID-19 is something that is not in our hands and clearly we are not canceling for pleasure, there are not even flights from my country to New York City.
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 Ms. *** Bottom of Form Bottom of Form, Revdex.com case number *** regarding a refund. We understand that Ms. would like to receive a refund in place of the voucher for cancelling
the hotel.
Our records indicate on December 31, 2019, Ms. or an authorized user of the Expedia account self-booked a five
night hotel reservation at *** New York, checking in on April 21, 2020 and
checking out on April 26, 2020 via ***We can confirm on April 14, 2020, the customer called to get information about
the email that should have been received for the self-cancellation. Our
representative directed the customer to self-serve the cancellation on our
website.On April 17, 2020, our representative sent an email to the customer which
advised, “with rapidly changing information
about coronavirus (COVID-19), we know that you are anxious about your travel
plans. Our call centers have been working around the clock to keep up with
customer requests, and we are truly sorry if you have experienced the frustration
of long wait times to get specific information about your options. In an effort
to make the process better for you, we have worked closely with our travel
partners to make it possible, even though your booking is non-refundable, to
cancel and receive a voucher in the form of a coupon for your booking
#*** for *** New York in New York, NY.”
After further review on May 18, 2020, Expedia
confirmed the hotel was booked as non-refundable and confirmed the email Expedia
sent to the customer on April 17, 2020. The email advised a voucher was being offered for the non-refundable hotel
reservation. There were directions in
the email on how to cancel the reservation and receive the voucher.
Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines, and is subject to the rules
and restrictions of those providers. We do not own or operate any hotels, nor do we set any
cancellation or refund policies. We hope you understand that
we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing his
booking on our website, Ms. agreed to
our Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. 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 voucher/coupon for the hotel 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 hotels that are
ordinarily non-refundable or limit changes. We recognize that an hotel
voucher/coupon 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
We booked flights to Rome Italy in December to travel in April and due to thia pandemic obviously we could not go. Airlines are refunding purchases but Expedia refuses and refund but offers a credit that has to be used by December 20, 2020. We were travelling to visit who has since passed away and all of our trip money is being spent on essentials now due to unemployment due to the pandemic.
June 1, 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. would like a refund for the
flight reservation. Our records indicate December 21, 2019, Mr. an authorized
user of the Expedia account self-booked four round trip flights on ***
Airways, departing on April 7, 2020 from New York, NY to Rome, Italy returning on April
20, 2020 via ***We can confirm on April 17, 2020, the
customer called in and our representative noted the record refunding tickets due
to COVID19. Refund was submitted via ***
Airways electronic system.
After further review on June
1, 2020 – Expedia has been able to
verify that these tickets were refunded on April 17, 2020 for $578.57
each by *** Airways to card ending 4016. Since *** Airways processed the initial charge,
they’ll determine the 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. 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 bought travel insurance through Expedia for my honeymoon, including flight and hotel in Greece. Expedia phone lines are down and only those whose flights are within 72 hours are able to get in contact with an agent. Meanwhile, I was issued a voucher rather than my guaranteed full refund per the insurance policy. I understand there are high volumes, but it is unacceptable to withhold over $8,0000 for several months. And to neglect the insurance policy. Firstly, this is a lot of money to wait months for during a pandemic. Second, issuing a voucher is not what the insurance stated would occur. And lastly, I am not planning a trip anytime soon. I am a healthcare worker and am anticipating that not only will COVID-19 be continuing to spread for months at least, but I will be extremely busy at work in the aftermath. The voucher is useless to me.
June 1, 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. would like a
full refund for $8450.63.Our records indicate on January 15, 2020, Mr. an authorized user of the
Expedia account self-booked two round trip flights on *** Airlines departing
on June 29, 2020 from Detroit, MI to Athens, Greece and returning on July 5, 2020 from Thira,
Greece to Detroit, MI 23, 2020, with a five night stay at Astarte Suites and Protection
Package Plan via ***We can confirm on May 10, 2020, the
customer called to check on the reservation. They had received an email from Expedia about the cancelling. The customer wants a full refund instead of a credit. The call was disconnected. Our representative
called the customer back. The representative
issued a refund for the flights, contacted the hotel since dates were within
hotel flex policy. The representative processed
refund on hotel since we have a vacation waiver.After further review on June 1, 2020, Expedia has been able to confirm the flights and hotel were refunded on May 10,
2020, The flights were refunded $2,804.16
and the hotel was refunded $5,122.47 for
a total of $7926.63. Since *** Airlines
processed the initial charge, they’ll determine the 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. *** Airlines was the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mr. agreed to our
Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor a refund request. We thank you for allowing us the opportunity to address the issue that
was brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-Di *** Corporate Correspondence Team
I have two trips this month and am having a nightmare time with both of them. Expedia says if you’re traveling in the next ten days you can call, which I am. But when I call it will not let me through to a person and it repeatedly hangs up on me.
On my first trip they alerted me they changed the flights and the email says accept the new times or cancel flight. There are no options online to pick a different flight as an alternative (I need a night flight and they booked me on a six am flight coming back which I can’t do because I have a meeting that day). I need to pick from the available flights they have but can’t do it without an agent.
The second trip the first leg got cancelled and I only found out when I went to fix the other trip! They didn’t email me to tell me the flight was cancelled or to offer alternatives. So now I have a flight back and no flight there. And they won’t answer the phone to tell me what I can do!! I just need to speak to a person and it’s impossible to get assistance.
I will never use Expedia again! I am out money and so much wasted time. I’m so frustrated and disappointed in the lack of customer service. I need to fix these flights!
Cancelled Flights Refund
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Atlanta,
GA to Istanbul, Turkey on May 10, 2020, and returning August 18, 2020 for three
adults. We understand Ms. is requesting a
refund.On April
14, 2020, *** airlines cancelled flight operations for the departure flight
with no alternative flight making the flight eligible for refund. Expedia has initiated
the refund and will be completed by *** airlines. Refund time-frame varies
on the airline and Ms.’s credit card company.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Firstly their records were incorrect the journey was from Atlanta Ga to Istanbul Turkey and from Istanbul Turkey to Karachi Pakistan and return to Atlanta Ga through Istanbul Turkey. Secondly I am in touch with Expedia Customers service since last 3-4 weeks and they just putting me on hold and every time even for 1 to 2 hours when I call they give me different information. Bottom line is that they have extremely ridiculous customer service and matter of fact that their customers service agents lies on few instances giving false information. A good example of this person who is responding on behalf of Expedia that do not even bother taking a look on the itinerary and giving false information of the destination. The correct information is as follows:
Itinerary # ***
Ticket # ***
***
***
Travel dates May 10, 2020 - Aug 18, 2020
Travel Details
May 10 ATL to IST
IST to KHI
Aug 18 KHI to IST
IST to ATL
Total Ticket amount paid including taxes was $2641
I request Revdex.com to look into it and help me get me hard earned money back from these crooks. They are thieves and trying to steal my money. I need my $2641 back and thats it. If I have to go to court I will do that and sue them.
Thanking you
***
Sincerely
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case number ***). We
regret to hear Ms. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.On April 14, 2020, *** airlines cancelled flight
operations for the departure flight with no alternative flight making the
flight eligible for refund. Expedia has initiated the refund in the amount of $2,641.11 and will be completed by *** airlines. Refund time-frame varies on the airline
and Ms.’s credit card company. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I paid my hard earned money to Expedia NOT *** Airline! Why I have to hear that *** Airlines is my boss???? If they like they will issue credit. I am seriously saying that
I will have no hesitation taking Expedia to Court of Law to recover all my paid money plus the legal expenses and attorney fees. Dont NOT take me easy. I am USA citizen I am very well aware of my RIGHTS and RESPONSIBILITIES! Be also aware that I will report this to all social media sites to show how EXPEDIA rip off people when it come to giving refunds. You guys are CROOKS and I will show it to the world as well.
Sincerely
cancelled my May 6 - 16 flights from Newark to Naples (for 6 travellers). Expedia is refusing to refund the tickets, instead insisting we can only receive vouchers that we must use by December 2020. I've explained to them numerous times that both EU law and the US Deapartment of Transportation mandates that they offer a refund.
May 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. *** or an
authorized user of the Expedia account self-booked a round trip flights on ***, Revdex.com case number *** regarding a future
refund. We understand that Ms. would like a full refund.
Our records indicate on August 17, 2019, Ms. or an
authorized user of the Expedia account, self-booked a combined one-way flight
reservation for five travelers on ***, departing on May 6, 2020, from
Newark, NJ, USA, to Naples, Italy, returning on May 16, 2020 via ***.
We can confirm from January 24, 2020 through April 9,
2020, *** initiated airline schedule changes and unconfirmed flight
segments on your itinerary. Between January 25, 2020, and May 12, 2020, Ms.
*** contacted Expedia numerous times and inquired about a refund for the
flights. A few Expedia representatives contacted *** about the refund.
After further review on May 8, 2020, Expedia confirmed
that *** emailed Expedia and advised that they have forwarded the
refund request to their Refunds Department for processing. Once *** issues the refund the
refund will go back to the original card that was charged. Due to the extraordinary circumstances of
Coronavirus (COVID-19) travel disruptions, airlines are processing a high
volume of refund requests and refunds are taking a bit longer than normal. The
time it takes the refund to post to your account varies, depending on the time
it takes the airline and your credit card company to process refunds. Expedia also verifies this complaint was
addressed in a DOT complaint *** dated May 19, 2020.
Please note that Expedia serves as a third-party
intermediary with travel providers such hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** were the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the event
of any delay, cancellation, overbooking, strike, force majeure or other causes
beyond their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
RE: Revdex.com case # ***
USDOT case #***
Expedia case # ***
I am writing to provide my rebuttal to Expedia’s response to my complaint, and to state unequivocally that the complaint has not been resolved. Between January and May, I’ve made approximately 25 calls to Expedia and sent 30 or more emails, with another 10 or more calls and 15 or so emails to ***.
During each telephone or email conversation, I was informed initially by *** that Expedia was responsible for issuing the refund. Expedia on countless occasions confirmed that this was the case, but that they could not issue the refund until they received a “waiver code” from ***. On May 7, *** informed me that they gave explicit instructions to Expedia back in January regarding the initial flight cancellation; Expedia did not follow the instructions.
On May 5, I received an email from ***, informing me that I had 2 choices regarding my cancelled flights:
A voucher valid for 2 year, with an additional increase of 20% OR refund of my ticket to the original form of payment; however, they also stated that “If you booked your ticket through a Travel Agency, you will need to contact the Agency to request the refund to the original form of payment. They have been provided with instructions on how to process refunds related to this COVID19 crisis.
In a subsequent email on May 12, *** responded: Expedia has requested refunds for other passengers in this same situation, I am not sure whey you continue to obtain the below response from Expedia. Expedia needs to contact their local *** Agency Help Desk for assistance with a refund.
I forwarded this email to Expedia and received no acknowledgment, other than to tell me that *** would not approve a refund, only vouchers.
I just received another such email from Expedia on May 11 letting me know that airline credits had been issued.
I have received no communication from *** confirming that a refund is being processed, and no email from Expedia confirming the same. Their response to you was the first time that I’d heard they had received such a response from ***.
I’m not sure what the source of the confusion is, or who is really responsible for my refund, I would just like my refund. I can tell you that, after 25 years of using Expedia for both my personal travel, and the business travel of 75 to 100 individuals in my department, I will NEVER again use Expedia.
Sincerely
Complaint: ***
I am rejecting this response because the issue has NOT been resolved. I just spoke with a *** representative (***) who informed me that *** has offered to refund travelers under the current COVID19 conditions; however, the refund can only be processed once Expedia contacts *** to initiate the process. He can find no record that Expedia has requested the refund.
Sincerely
July 11, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer
rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not
accept our response and/or resolution offered.Thank you for forwarding the Revdex.com B *** consumer rebuttal from
Ms. ***. We regret to hear Ms. did not accept our
response.We
are again responding to Ms. complaint regarding a refund. We
understand that Ms. is requesting that Expedia issue a refund for the
flight reservations. Expedia serves as a third-party intermediary with ***
Portugal. *** is the merchant of record and would be the agency
to issue the refund as they made the original charge against the customer card.
The last Revdex.com complaint was addressed on June 15, 2020 at which time we advised
since the previous Revdex.com complaint was addressed on June 8, 2020, there have not been
any changes and we stands behind our initial response. After
reviewing the Expedia account, Expedia’s complex air team emailed ***
on July 8, 2020, and received an automated response, “Thank you for contacting
*** Air *** - Agency Help Desk. Your request has been received
successfully and will be answered shortly. Office Hours: Monday to Friday: 9:00
am - 05:00 pm (Eastern Standard Time)”. We are still awaiting a response from ***.We are unable to initiate refunds on our end as *** has
disabled our ability to do so. We understand Ms. contacted the airline
and was advised no request has been received, however as a travel agency, ***
requires all requests to be submitted through email only. ***’s customer
service line is not the portal Expedia as a travel agency uses to request
refunds, and would not have the ability to check on the status on requests
received. We do apologize for the delay, but know we are coordinating with the
airline. Please understand these are unprecedented times and replies are
delayed following the Covid-19 pandemic. Furthermore, Expedia sent an Ms.
*** an email on April 23, 2020 advising of future travel without a change
penalty per *** flex policy for flights affected by Covid-19. The
customer must re-book prior to August 31, 2020. Ticket validity date: per
*** policy must complete travel by December 31, 2020. Customer needs
to call our Customer Service Department at 877-227-7481 to exchange the ticket
before the expiration date if the tickets have not been processed for refund by
this date We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I purchased a travel package consisting of Air, hotel and Vacation Waiver. The vacation waiver allows me to "change or cancel your Trip for any reason one time prior to the Scheduled Start Time". In order to utilize the waiver it says I must contact customer service and they will initiate the cancellation. When I contacted Expedia on 4/15/2020 I was told by a recording that "If you are not traveling in the next 72 hours we can not assist you" but you can make changes yourself using a link that they would text me. I tried using the link but because it was a vacation package it said it could not assist me and that I would have to speak to a customer service agent. It then tried to connect me but once connected I got the "If you are not traveling in the next 72 hours we can not assist you" message again. I tried several phone numbers including 866-310-5768, 800-280-7112, 800-489-9103 and 800-397-3342. Each time I was disconnected after entering my itinerary number and being told my travel was not within the next 72 hours. I wish to change this booking and the prices are going up daily. If I wait until 72 hours before I am scheduled to leave I will not be able to afford to rebook. I would just cancel the reservation myself but if I do that I am afraid that I will not get reimbured from the vacation waiver because I did not follow the directions.
May 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding her package
reservation. We understand the customer is requesting to cancel the package using
her Vacation Waiver. Our
records indicate, on April 23, 2020, the customer’s fight was cancelled by the
airline for a full credit.On
May 12, 2020, the customer contacted Expedia via chat and requested a refund of
the hotel portion of the booking. Our agent cancelled the hotel and issued a
full refund back to the customer’s original form of payment using the Vacation
Waiver. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence
Team
We purchased 7 round trip tickets through Expedia traveling from Seattle, WA to Maui departing 3/20/2020, returning 3/30/2020. Due to flight restrictions issued from both Governor's due to COVID19 - we decided to cancel our trip. We called the airlines to cancel before departure. I contacted Expedia to discuss a refund for our tickets. They suggested we talk directly with *** Airlines. I received an email back from *** CLO of *** Airlines, who gave approval for the refund and a code for Expedia to use for this. I contacted Expedia, who declines providing the refund for Confirmation Codes: ***. Sherry, the representative I spoke to stated "we do not own your tickets, therefor we cannot refund you". She suggested we take this matter up with *** Airlines. I emailed *** again, but per Expedia's website I have followed the correct steps for obtaining my refund. I have an email from *** Airlines authorizing Expedia to refund these flights if you need it.
May 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # E-***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 multiple flight reservations. Our records reflect combined one-way fares with *** Airlines departing Seattle, WA to Kahului, HI on March 20, 2020, and returning
March 30, 2020 from Kahului, HI to Seattle, WA on itineraries: *** and ***. We
understand Ms. is requesting a refund on all four itineraries.Per
*** Airlines, itineraries *** both were exchanged
directly with them due to a minor name change for each record. When the airline
makes an exchange, Expedia no longer has control of the tickets. All changes
and refund requests must be made directly with *** Airlines.Itineraries *** and *** have both been escalated to an air account manager. The air account
manager will reach out to *** airlines to request a refund for each
itinerary. Refunds are subject to *** airlines approval.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 Z Corporate Correspondence Team
Booked 3 separate reservations with Expedia in September 2019 for travel to Spain and return in April and May. Phone call with Expedia customer service on February 27th we were informed that *** had cancelled all flights and that we would be receive a refund to our credit card. This has an Expedia Case number of E-***. We have not received the refund, numerous calls and emails and chat with Expedia does not result in contact with a live persons since this 02/27/2020 phone call and credit cards have not been refunded.
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s *** 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 multiple flight reservations. Our records reflect a multi destination fare with *** departing El
Paso, TX to Madrid, Spain on April 26, 2020, and departing Nice, France El
Paso, TX on May 21, 2020 on itinerary ***. A one-way
fare departing Madrid,
Spain to Granada, Spain on April 29, 2020 via itinerary ***. And a
one-way fare departing Granada, Spain to Naples, Italy on May 2, 2020 via
itinerary ***. We understand Mr. is requesting refunds for all flights
due to cancellations.On
February 27, Expedia advocated refunds for all three itineraries. As per ***
policy, travel agencies may only request refunds via email. On May 15, ***
responded to all three requests allowing refunds to be processed using waiver
code “Covid-19” due to inoperable flights.Expedia has initiated the refund request on itinerary ***
for $206.60. *** will process the refund directly. The refund time frame
varies based on the airline and the customer's credit card company.Itineraries ***,
*** ticket statuses have been suspended. Expedia has contacted ***
to inquire and was advised the customer processed a charge-back via his credit
card company. *** mentioned they are unable to open the ticket status to allow
a refund initiated by Expedia before the charge-back is lifted. The airline has
suggested Mr. to coordinate with his credit card company, after the
charge-back is cancelled, Expedia must email ***’s charge-back team to lift
the suspended tickets before they will allow the refunds to be initiated.We
kindly ask Mr. to coordinate with his financial institution and call
Expedia to request the suspended tickets to be lifted before we can initiate a
refund with ***.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
May 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case #'s E-***, E-***, E-*** 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 multiple flight reservations. Our records reflect a multi destination fare with *** departing El
Paso, TX to Madrid, Spain on April 26, 2020, and departing Nice, France El
Paso, TX on May 21, 2020 on itinerary ***. A one-way
fare departing Madrid,
Spain to Granada, Spain on April 29, 2020 via itinerary 74***90. And a
one-way fare departing Granada, Spain to Naples, Italy on May 2, 2020 via
itinerary ***. We understand Mr. is requesting refunds for all flights
due to cancellations.On
February 27, Expedia advocated refunds for all three itineraries. As per ***
policy, travel agencies may only request refunds via email. On May 15, ***
responded to all three requests allowing refunds to be processed using waiver
code “Covid-19” due to inoperable flights.Expedia has initiated the refund request on itinerary ***
for $206.60. *** will process the refund directly. The refund time frame
varies based on the airline and the customer's credit card company.Itineraries ***,
*** ticket statuses have been suspended. Expedia has contacted ***
to inquire and was advised the customer processed a charge-back via his credit
card company. *** mentioned they are unable to open the ticket status to allow
a refund initiated by Expedia before the charge-back is lifted. The airline has
suggested Mr. to coordinate with his credit card company, after the
charge-back is cancelled, Expedia must email ***’s charge-back team to lift
the suspended tickets before they will allow the refunds to be initiated.We
kindly ask Mr. to coordinate with his financial institution and call
Expedia to request the suspended tickets to be lifted before we can initiate a
refund with ***.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
June
13, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case
number ***). We regret to hear Mr. did not accept our
response and/or resolution offered. We have reviewed the documentation/new information Mr. provided to
further address his concerns.We understand it has been
difficult to reach a resolution through ***. Expedia acts as an intermediary
and follows the policies of the airlines. On May 15, *** had made three
responses (one per record) to allow a refund for the tickets with a waiver code
to be added to each record. When *** was contacted on May 30, we were
advised the two remaining records were suspended due to a dispute initiated by
the customer. The refunds cannot be initiated on our end when *** has
suspended the tickets. As stated previously, *** mentioned they are unable
to open the ticket status to allow a refund initiated by Expedia before the
charge-back is lifted. The airline has suggested Mr. to coordinate with
his credit card company. After the charge-back is cancelled, Expedia must email
***’s charge-back team to lift the suspended tickets before they will allow
the refunds to be initiated. We kindly ask Mr. to coordinate with his financial institution and call
Expedia to request the suspended tickets to be lifted before we can initiate a
refund with ***. We thank you for allowing us to address this matter further. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael *** Corporate Correspondence Team
Hello, I booked a trip through expedia, and purchased trip interruption insurance through Expedia. The Police clearly states that this covers trip interruption and cancellation. After discussing this with the other three travelers we decided to purchase the insurance. We were notified that our flight have been cancelled due to CV-19. I have tried many times to contact expedia and at one point they said they would return my call which they didn't. Another time I literally was on hold for 6 hours before I hung up. The insurance company they sale has now conveniently made a press release that VC-19 is NOT covered. This is not listed in the policy.
Expedia on their website offers to give you flight credits through the airlines which will not work in our case as we rarely ever use the same airlines for our travels. I simply want to file this complaint for their police that clearly don't even mention CV-19. This is false selling and they lead the customer into believing that they are selling you peace of mind for these type of events. But when it comes down to it they fail to follow through with their product. I will be glad to talk to anyone regarding this matter.
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight with insurance reservation. Our records reflect a combined one-way fare with *** and
*** Airlines departing Las Vegas, NV to Cancun, Quintana Roo, Mexico on
April 21, 2020, and returning April 28, 2020 for two adults. And
travel insurance with TRAVELGUARD. We
understand Mr. is requesting the travel insurance be used to provide a
refund of the flights due to the Covid-19 pandemic.On April
15, *** airlines cancelled flight operations making the flight eligible
for refund, and has been previously refunded by *** Airlines. On April
4, *** Airlines cancelled flights without offering re-protection making the
flights eligible for refund. We have tried to initiate a refund for the flights,
however we do not have the full credit card details. Expedia has contacted Mr.
*** and was told he will contact either *** or Expedia at another time to
resolve the issue.
Unfortunately the travel insurance does not qualify for refund.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked my honeymoon with Expedia on January 17, 2020 for my husband and I to go to Grand Cayman Island before Covid 19 was considered a worldwide pandemic. I purchased a package including airline tickets and our hotel for the 8 nights we would be there. I purchased a "package protection plan" for an additional $238 that covered any changes for the airline tickets or hotel reservations. Ultimately, due to Covid 19 the island is on lockdown, flights cancelled and hotel ia closed. I received emails from Expedia first saying our flights were cancelled and I would receive an email with more information which I never did. I could not reach Expedia by phone or virtual chat until April 14th. I asked about getting a refund for everything and was told Expedia had to request the refund from the airline instead of the airline credit they were offering. I also asked about the hotel being closed and getting a refund for that. Expedia has refused to give me a full refund that includes the $238 for the travel insurance even though the travel insurance did not have to be used due to Covid 19 and everything being shutdown. The insurance was for in the event WE had to change or cancel anything. We have no choice in this matter. I spoke to 5 different people at Expedia on April 14th including someone with corporate who told me they absolutely do not refund the protection plan and their policy for refunding that is only good if you cancel the insurance within 10 days of booking. I was lied to repeatedly by Expedia during this process. The first lie was by the agent on the chat that told me she had to use the insurance to cancel the hotel reservation which isn't true because the hotel is closed indefinitely and the insurance part of the company ultimately confirmed that when I called them. I as the purchaser am the only one able to use the insurance to cancel anything and file a claim. Expedia does not have that capability. The 2nd lie was the 2nd agent who offered me a $238 credit my Expedia account. The manager with corporate confirmed that isn't even an option. I asked him if it is standard for Expedia employees to offer things that don't exist just to get customers off the phone and his response was "that's a possibility". I am still fighting to get all of my money refunded. I am appalled and incredibly disappointed that a large well known company like Expedia is using the pandemic as a means for profitting during a worldwide pandemic when so many are suffering financially and otherwise
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged itinerary. Our records reflect a combined one-way fare with *** Airlines
departing Nashville
(***) to George Town, Cayman Islands (***) on April 19, 2020 and returning April
27, 2020. And an eight night stay at *** for two adults, with a Package
Protection Plan. We understand Ms. is requesting a
complete refund of the package due to the Covid-19 pandemic.
On March
30, 2020, *** Airlines has cancelled both the outbound and return flight
making the tickets valid for refund. The customer applied for the refund online
via *** Airlines directly and has been refunded in full for both passengers.
On April 14, 2020 a refund for the hotel booking was processed in the amount of
$1757.35.
A refund
has been processed for $238.00 for the Package Protection Plan as well as it was
not utilized for this itinerary. Please note, refunds may take up to 30 days to
reflect back to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I'm contacting you regarding my complaint against Expedia that was partially resolved. If you review the notes from complaint #***, my initial problem was Expedia not wanting to refund the package protection insurance that was purchased with our honeymoon we booked. Expedia has since refunded the $238 for the insurance but has failed to refund the $1757.35 for the hotel booking due to me attempting to seek help from *** to resolve the issue while I waited for help from The Revdex.com or The Federal Trade Commission. Because *** filed a dispute, Expedia has essentially put the hold on the $1757.35 refund that should have taken less than 30 days to process and now I am being told could take up to 90 days. During this financially difficult time, that money would be extremely helpful to our family right now. If they would simply refund the $1757.35 then the dispute with the credit card company would be resolved and dropped. After spending another 2 hours on the phone with Expedia, I was told no one at corporate had the ability to speak to their own dispute department, nor did they have a phone number or email for that department. When I asked if I should simply call my credit card company and have them drop the dispute, Expedia advised me not to do so because it could cause even further delay. I am asking for any help you may be able to offer at this point.
Thank you
Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not accept our response
and/or resolution offered. We have reviewed the documentation/new information Ms. provided to further
address her concerns. On April 14, 2020 a refund for the hotel booking was processed in the amount of
$1757.35, and on April 25, the refund failed due to a charge-back.
Unfortunately we are unable to process a second refund as Expedia has allowed
the funds to be processed directly with the customers financial institution. Moving
forward, we ask Ms. to contact her bank to acquire the refund. We apologize
for any inconvenience this causes, and appreciate the understanding. We thank you for allowing us to address this matter further. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I fail to understand why Expedia's corporate office does not have the capability to contact their own department handling disputes in order to quickly resolve this issue. It was completely irresponsible on their part to begin with that I had to resort to these measures in order to get my money refunded for the package protection insurance during a global pandemic. Expedia created this issue by being a greedy corporation and taking advantage of their customers. Their social media page clearly shows the huge amount of customers unhappy with Expedia's failures in customer service and their unwillingness to serve their customers in a professional and ethical m***er. It is terribly disappointing and unfortunate.
Sincerely
I had bought return tickets from Islamabad, Pakistan to Washington DC for my parents through Expedia on Feb 20, 2020. They arrived in DC on Feb 28, 2020. On their return flight, on March 20, 2020, they made the scheduled stopped over in Abu Dhabi, UAE and their connecting flight to Islamabad, Pakistan got cancelled due to COVID-19. They were stuck at Abu Dhabi airport with no where to go. The airline put them back on flight to DC the next day. This was airline initiated. I understand that the cancellation was due to COVID-19 restrictions, so we are now waiting for the flight operations to restore so my parents can return to their home country. Since our original trip was cancelled half way through, I expect *** Airways to provide a return ticket at no additional cost. However, talking to Expedia, I learnt that the airline will not be providing the ticket. Their reason is that they used the Abu Dhabi to Islamabad ticket value to send my parents back to Washington DC. I also tried contacting *** Airways directly, but they said since this ticket was bought through a third party (Expedia), please contact them. I am now stuck between *** Airways and Expedia. I am also concerned that *** Airways says (according to Expedia) they used the ticket value to bring passengers back. That is not what I had paid for. I had paid for them to arrive in Islamabad, Pakistan, and that did not happen. It was not my or my parents fault that the flight from Abu Dhabi to Islamabad got cancelled. Also, we never asked the airline to return my parents to Washington DC. My parents are in their 60s. This trip to Abu Dhabi was 13 hours flight to Abu Dhabi, 11 hours of stay at the airport, and then 13 hours back to DC. Moreover, now *** Airways is asking us to buy a new ticket for the return flight. I think it is totally unfair. I would really appreciate any help I can get in this case.
Thank you
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
Airways departing Islamabad, Pakistan to Washington, DC, United States on February
28, 2020, and returning March 20, 2020 for two adults. We understand Mr. is
requesting a return flight from Washington, DC, to Islamabad, Pakistan due to a
cancellation admitted by the airlines.On April 20, 2020, Mr. or an authorized user of the Expedia
account called to inquire on re-booking a return flight to Islamabad. An Expedia
corporate representative contacted the airlines to request new flights, and was
advised the customers were given an option to stay in Abu Dhabi,
*** until they have a flight to Islamabad, or can return back
to Washington, DC. After returning to D.C. the flight had no remaining value on
the ticket to process an exchange. The corporate representative offered a
refund for the return portion of the flight in the amount of $550.50. The
customer accepted the refund as a resolution.No further
action has been taken as Mr.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Flight booked 3/13. Flight cancelled 3/14 via online chat on Expedia.com with promise of refund within 5-7 business days. Their website later revised all refunds to "up to 30 days." It's been 30 days and no refund received. They are impossible to actually get ahold of a real person. I've tried their website chat, phone, email, ***, ***. Nada.
I was finally able to get someone at Expedia to again promise a full refund. They have sent me "receipts" showing me that they are processing a refund. They state it will take 30 additional days (starting today) before I will actually get the funds. We'll see.
Booked a flight for family if 5 in September to fly April 11-18 for $2340. Called end of March to get a credit or refund and was told I could only exchange my ticket and had to fly by December as basic economy flight with ***. Switched flights for July. Was $900 cheaper and was told by Expedia, I could not get the money back or upgrade my ticket. Rules have changed with airlines and I called Expedia and they told me they can’t give me a credit or refund. I have to call ***. I Spoke with *** and they told me once the flights were changed they send Expedia back the difference in fare s the flights were cheaper. Expedia charged my credit card when I initially booked back in September, not ***. After spending hours trying to get through and get hung up on, I am now waiting for someone with corporate Expedia to speak with me and have been on this call for 1.5 hours. This is disgusting and I want my money back.
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 flight
reservation. Our records reflect a round-trip fare with *** Airlines originally
departing Richmond,
VA to George Town, Cayman Islands on April 11, 2020, and returning April 18,
2020 for two adults and three children. We
understand Ms. is requesting a
refund for the difference in fare for an exchange.On March
27, Ms. or an authorized user of the Expedia account called and made a change
of dates to the flights to depart July 3, 2020, and return July 10, 2020 with the
same routing as the original flights. The exchange resulted in a total difference
of $906.40. On April 16, a refund of the difference in fare was processed to
the customer. No further
action has been taken as Ms. refund for $906.40 has been
processed by Expedia.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
As of March 12th 2020 my fiancee was diagnosed with stage 4 cancer and she will be attending chemotherapy treatments at that time I'm requesting a refund for our up coming trip in September 2020 so we may travel in 2021 but they are not taking calls at expedia and all the have is a virtual assistant they says I will not get my money refunded and there are no other means of contact so I may explain our situation, I also have a letter of proof from the *** providing proof of our current situation and that we are unable to travel due to her sudden cancer .
Thank you for your assistance
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 flight reservation. Our records reflect a round-trip fare with ***
departing Chicago,
IL to Orlando, FL on September 13, 2020, and return September 19, 2020 for two
adults. We understand Mr. is
requesting a refund due to extenuating circumstances.*** flex policy allows for extended travel credit for future flights. The
airlines will allow new travel to be completed by December 31,2021. If re-booking
from same origin/destination with the same routing, the change fees and fare
difference if any will be waived. If changing the routing and
origin/destination, change fees will be waived, while fare difference may
apply. On April 16,
Mr. called *** to request cancellation on both tickets.
On April 19, the customer requested for a refund on one ticket online through *** Airlines directly as per an airline representative. Expedia has been notified
that the requested ticket is still pending and not a guarantee as the tickets
are non-refundable and no flight interruptions occurred.The
airlines has noted that Mr. must request a refund for ***, and provide supporting documents related to
the extenuating circumstance, and mention both ticket numbers in the comments
box. All refunds are subject to approval by ***.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 Tea
We booked round trip flights to Germany through Expedia. We received an email from Expedia on Friday, March 6, 2020, stating the flight from Chicago through *** had been canceled by *** Air on April 22 and changed to April 21. However, our connecting flight into Chicago was on April 22. Also the April 21 flight would land in *** at 6:30 am and not leave *** for Germany until late the following day which would require lodging for 2 nights. The original layover in *** was for one hour.
I called Expedia a few days later and talked to a woman named Nikata (spelling may be incorrect). She worked to see if there was alternate flights. There weren't and she received authorization from her "senior" to cancel our trip with a full refund. We wanted to think it over. I asked Nikata for a day or two and if there would be a problem getting the full refund when I called back and talked to any other Expedia representative. She assured me that she would put notes in so there would be no problem. I called back within 2 days and was not able to get through due to heavy call volume from Covid-19. I continued trying to call over the next several days. On one of the phone calls, I was given the option to have Expedia return my call. On Tuesday evening, March 24, I received a phone call, talked to the rep who was going to transferring me since he did not handle refunds. We were disconnected. Subsequent phone calls to Expedia say call back when you are traveling within 10 days and they hang up. When we were within 10 days, I called and the recording says call back within 72 hours of travel and hangs ups. We have tried contacting Expedia on *** and emailing. We have tried *** Air but they say go through Expedia.
Today, I received an email stating they have tried repeatedly to call but there is no record of any calls on either mine or my wife's phone. I tried calling the number in the email-it says call within 72 hours of travel and hangs up.
May 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # E-***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 E-***)
regarding a flight reservation. Our records reflect a round-trip fare with ***
departing Chicago, IL to Hamburg, Germany on April 22, 2020, and returning May
27, 2020 for two adults. We
understand Mr. is requesting a complete refund.On
April 17, Mr. or an authorized user of the Expedia account called to inquire
on a refund due to a major schedule change to the flight reservation. On April
18, Expedia initiated a refund in the amount of $983.30. 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 ZCorporate Correspondence Team