I booked a flight and hotel on Expedia in January. The flight was canceled by *** and I was notified by them, not Expedia. Expedia knew nothing about the cancelation although they claim to hold the flight tickets. We were told to speak to *** and when we called we were pushed back to Expedia who had no record of the flight being canceled so, they said they couldn’t help us. They tried to say they could reschedule our flight, but we told them it wasn’t possible. They did not have an answer for us. They just tried to offer a flight credit, and we refused. Days later, I received an email from Expedia that the flight was canceled and a voucher would be issued. I don’t want a voucher, as the USDOT has made it clear that airlines that fly into and out of the US are required to provide refunds when they cancel flights. I spoke to Enas, a customer service rep, who said *** is not offering refunds and suggested I dispute the charge with my bank. She kindly transferred me to her supervisor, who talked over me, laughed at me when I explained the problem, and was not only unhelpful, but rude.
Expedia.com Response
• Aug 05, 2020
August 5, 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. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a for
the cancelled flight.
Our records indicate on January 20, 2020, Ms. *** or an authorized user of the
Expedia account, self-booked two round trip flights on *** departing November
20, 2020 from Austin, TX to Quito, Ecuador returning on November 27, 2020 along
with a four night stay at Hotel *** and the Vacation Waiver via
***.
We can confirm on July 21,
2020, the customer called in and wanted to cancel the reservation and get a
refund. Our representative reviewed *** policy and advised the customer to
contact the airline for refund. The customer
decided to leave reservation as it was and will contact us later.
On July 31, 2020, the customer
was emailed advising the original flights were not available. The email advised if she choose to cancel a
flight credit would be applicable or we could look for other flight options. The customer replied back the she has not and
does not agree with a voucher or a change of the itinerary. The
customer called in stating she had schedule change and would like to cancel and
get a refund. Our representative
reviewed the airline policy and advised a future travel credit is applicable to
the cancellation no refund. The customer
did not accept the explanation and referred to U.S. laws; she request a supervisor. A Supervisor took over the call and advised
the airline was offering a credit and no
refund. The Supervisor advised she can wait
to see if airline changes their policy but there is no guarantee. The customer advised she would be filing a complaint
with the DOT.
After
further review on August 5, 2020, Expedia reviewed the details of the
reservation and the policies of ***. Expedia contacted *** and they confirmed the tickets cannot be refunded. *** advised tickets have to be
exchanged and traveled on by August 31, 2021. Any increase in a new fare would be the responsibility of the customer. Ms. needs to contact our Customer Service
Department at 877-227-7481 when she is ready to exchange the tickets.
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. *** 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 her 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.
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
• Aug 05, 2020
Complaint: ***
I am rejecting this response because the response does not adequately address USDOT regulations. Complaint will move to USDOT and State AG of TX and WA. no further response is necessary.
I bought tickets to Italy and my flight was cancelled due to Covid-19. *** Air says I am entitled to a refund, but have to go through Expedia to get it. After many telephone and email conversations (going back months) Expedia has yet to refund my money. They have offered travel vouchers, but I want a refund.
My itinerary
Boston ***) to Florence (***)
Departs on Fri, Apr 17 at 9:45pm
Airline confirmation: *** (***)
Florence (***) to Boston (***)
Departs on Fri, Apr 24 at 10:00am
Airline confirmation: *** (***)
Travelers: ***, ***
Cancellation by *** Air:
Email received March 27, 2020
Phone calls made by me:
Feb. 29, 2020 – 1 call to EXPEDIA – told that nothing could be done yet, to call back - no results
March 11, 2020 – 6 calls to EXPEDIA many dropped calls/ not allowed through the phone system, finally got through 0ver 30 minutes on the call – no results
March 16, 2020 – to EXPEDIA not allowed to make contact – no results
April 6, 2020 – 2 calls, to EXPEDIA 3 minutes each - not allowed to make contact – no results
April 15, 2020 – to EXPEDIA over 4 hours on the phone (hold, shuffled around, etc...) – no results
April 23, 2020 – to *** AIR (***) 15 minute call – they said I am “entitled to a refund” Told to have EXPEDIA put in the request for a refund.
April 23, 2020 – 4 calls, to EXPEDIA over 53 minutes - relayed information from *** - finally told that EXPEDIA has put me in queue with *** for a refund
6/21/20 through ***:
Thank you for patiently waiting. As per checking, you've been advised via phone and email that there is no refund as the reservation is nonrefundable. The airlines can only provide an airline's credit. Please refer with the email that you've received under [REQ:***] Stated that: We understand that you are dissatisfied with receiving a credit with an airlines vs. a full refund. We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limited any changes. We recognize that an airline credit may not be what you were looking for, but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the terms and conditions of airlines and this is the only option that they are providing at this time. We apologize for the delay and inconvenience this may have caused you. Please be advised that we need to adhere with the airline's policy. Please let us know if you have additional information needed. Regards, ^***
My reply:
Representatives from *** told me TWICE that I am entitled to a refund.
*** cancelled the flights. WE DID NOT! They have told me that we are ENTITLED TO A REFUND!
***
Expedia reply:
We truly understand that you would like to get a refund from your canceled reservation. We offered you a flight credit based on their policy. Further, an email refund request has been sent to the airline regarding your refund, but this is a subject to approval as they are the ones who could only process a refund and not Expedia. We highly suggest to wait for the updates if they will approve your refund request. For your reference, you may take this note ***. Regards, ^
Expedia.com Response
• Aug 26, 2020
August 26 , 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 Mr. (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund . Our records indicate that on January 11, 2020 Mr., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. With A roundtrip fare with *** from Boston, MA, to Florence , Italy, departing on April 17,2020 and returning on April 24,2020. On March 27, 2020 the customers flights were canceled by ***.On April 24, 2020 Mr. called in to get a refund for the his flights that were canceled by the air line . we reached out to *** on the behalf of Mr. and we were informed by *** to submit a refund request . We then sent in a request for the refund via email as requested by ***. On August 9,2020 the refund was submitted and the customer was advised of the refund timing of 8- 12 weeks before Mr. will see the refund in his account. We apologize for any inconvince this may be causing to our valued customer. However due to the pandemic it may take longer than usual due to the amount of refunds being processed at this time.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Perrie *** Corporate Correspondence Team
Customer Response
• Aug 28, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, I was told the exact same thing in March. I will believe the company when I see the refund to my credit card.
I had 2 reservations for a hotel. I called to cancel one of them before the cancellation window and was still charged through Expedia. Contacted several times was promised the remaining refund on July 3rd and then was told that I was not getting the refund back because I used that reservation. Come to find out they cancelled the wrong reservation. I still ended up paying at the hotel for my stay because in the system that wasn’t the reservation cancelled.
Expedia.com Response
• Aug 03, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on November 7, 2020 via Expedia Website for arrival on 11 Jul 2020 and departure on 14 Jul 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of $620.99. Refund processed by Expedia on July 9 with a transaction ID. Customer should check directly with their credit card and provide the transaction ID so they can refund to his account.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
Customer Response
• Aug 03, 2020
Complaint: ***
I am rejecting this response because: my refund was never received and the dates on the response are wrong the amount of the refund is incorrect my bank never received anything but the 16 dollar travel insurance that I purchased for my hotel stay
my refund is in the amount of 369.50 not 640 and it wasn’t for a reservation for November. Please look at the right reservation and person before responding
Sincerely
Expedia.com Response
• Aug 20, 2020
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.The customer called to change the dates on their reservation for July 3 to July 6 and the hotel agreed to waive the penalty for the dates to be modified. The agent canceled the customer's booking and refunded the $16.00 insurance fee. The hotel fees of $369.86 were not refunded since they were not paid to Expedia. The guest was to pay at check-in and the hotel confirmed they did not charge the customer's card. The agent assisted the customer in booking the new dates of July 03 to July 07, 2020. When the agent pulled up the new dates, the customer indicated the rate they were seeing on their side was lower than what was being quoted. The agent advised the customer to go ahead and rebook on their side. However, the customer received a rate change notification while they were booking. Following this, the customer requested to be transferred to a supervisor. The supervisor then refunded the customer $89.50 as a goodwill gesture. The customer did not cancel this reservation and it shows as a completed stay.We have reviewed all phone calls and screens and found no error in our booking system. Since the customer was only charged for the one reservation from July 3 to July 7 there is no refund due. All refunds and compensation have been given for both reservations.Since we have thoroughly reviewed this matter again and there are no further details to provide, we do consider this matter closed.Thank you for allowing us another chance to review this case.
Best Regards,The Expedia Team
Customer Response
• Aug 20, 2020
Complaint: ***
I am rejecting this response because: no. I paid the hotel as well. So I am paying both the hotel and Expedia? The reservation was only suppose to be the hotel reservation. Not the pay now reservation. I was speaking about the price of the pay at the hotel reservation.
I think you have the wrong calls. This needs to be refunded ASAP, I have submitted proof of paying for the hotel as well as proof from Expedia employees stating I’ll be getting the refund. Why aren’t every single phone call pulled and reviewed?
Hello,
On July 18th I received the notification that my reservation on expedia from ORD to SCL via *** (***) was cancelled (Cost $800.33). The same day I contacted Jhon from expedia customer services and after 1:45 min!! in the phone he could cancel the *** flight with the ticket ***. My surprise was that even having a case qualifying for a full return of the money, expedia will just reimburse the cost from Mexico to Chile and not the portion from Chicago to Mexico. so instead of having a full amount return as I've requested I will receive $500 and Expedia will keep $300 to be used as voucher (just in *** which I dont want ). according Expedia *** has disabled the option of refund and they might take up to 8 weeks to get the money from ***. (in my opinion they should be responsible for that value not ***).
Expedia.com Response
• Aug 17, 2020
August 17, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. *** is requesting a refund of the his flight due to the an airline schedule change due to the COVID-19.
Our records indicate that on March 1, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation usingExpedia’s website, under itinerary *** for two travelers. Departure on *** Airlines, from Chicago, IL, United States to Mexico City, Distrito Federal, Mexico on August 7, 2020 and returning on January 8, 2021.
When researching this matter we were able to determine that *** Airlines provided a refund on the ticket on June 18, 2020. 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.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I purchased a car rental on July 6, 2020 on Expedia. They charged me $250.68 for a rental through ***. The rental period was for July 19, 20202 through July 22, 2020 with a pick up location of Corpus ***. The provided *** confirmation number is ***. The Expedia Iternary Number is ***. Upon arriving at the pick-up location, I proceeded to the *** Desk and was informed do not have this confirmation number in their system. I contacted the customer *** customer service number through the email that I had received. They informed me that Expedia had not made a reservation through their system at this time and that I needed to contact Expedia. I called Expedia customer service and was directed that if their is no rental reservation at *** than I would be reimbursed my payment. Still needing a vehicle, I rented a vehicle with a transaction between *** and myself for $360.38. On July 29, I recieved an email from Expedia's customer service stating that they will not be refunding my payment of $250.68. This is outrageous considering I was unable to use the paid for services due to a communications error between Expedia and
Book a travel reservation and expedia is refusing to provide a full refund in light of COVID-19
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,
It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on November 15, 2019 via the website for arrival on August 29, 2020 and departure on August 30, 2020. At the time of booking, the customer agreed to the following cancellation policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** , they have agreed to allow the reservation to be moved to next August for the reservation.
The booking is through the *** with the stay date ending no later than August 31, 2021. The new reservation will be subject to availability and the then applicable rates, terms and conditions.
Resolution:
We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.
We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.
We recognize that a voucher may not be what the customer was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.
Since the customer will be re-booking directly through the property, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
Customer Response
• Aug 04, 2020
Complaint: ***
I am rejecting this response because: the terms and conditions regarding this reservation are in the event I cancel my stay. As it is not me but the travel restrictions that are preventing me from staying at this hotel I do not feel I am at fault or liable for this cancellation. I would like a full cash refund placed back on the card that was used in the original booking.
Sincerely
Expedia.com Response
• Aug 10, 2020
Dear Revdex.com,
Due to the customer's continued dissatisfaction, we have reviewed this request once more.
Upon receiving the customer's request, we reached out to the property to request a penalty waiver for the customer's reservation. Regrettably, the hotel declined to offer a refund for the reservation.
While we understand the customer is unable to travel, the hotel has billed in full for the reservation. As such, we are unable to offer a refund for the reservation.
Thank you for giving us the opportunity to review the customer's request once more.
My daughter booked my flight through Expedia Itin: to London on 8/ 30/2019 using *** Airway. I paid Expedia $1, 282.63 plus travel insurance $83.00. My trip do not occur due too COVID 19 on June 11- 12 Flight *** Houston to London and ***. London to Venice. I received notification the flight was cancel due too the pandemic March 14. My family (daughter ,plus grandchildren and friends (*** ) who was going with me received their refunds in May. I have made 5 calls to Expedia and BA. Case Id: *** REQ: ***, REQ:S-209331100, REQ:***, On Jul 9 2020 June/ *** Supervisor Expedia US Customer Service called BA to verify the refund status . Spoke with Solab who advised her the ticket was open and refund will be coming. On July 29 I received a letter from BA to state now I need to make any potential claim using my travel insurance. I'm totally confused and upset that my money was not refunded. Please help to recover my money.
Expedia.com Response
• Aug 19, 2020
August 19, 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 Mrs. *** (Revdex.com case number ***) regarding refund for her airline ticket. We understand the customer is requesting a refund in the amount of $1282.63.
Our records indicate the on August 29, 2019, the customer, or an authorized user of the Expedia account, self-booked a round trip fare for one traveler on Expedia's website, under itinerary ***. The booking included a round trip fare with *** Airways from IAH Houston, TX to Venice, Italy departing on June 11, 2020 and returning on July 20, 2020.
Upon review, on August 30, 2019, Expedia was contacted by Mrs. *** or an authorize user to advise that there needed to be a name correction and the customer had a hyphenated last name. The name correction was resolved and *** Airways took over and reissued the customers ticket with the correct last name.
After further review, Mrs. *** has contacted Expedia numerous times between May 09,2020 through August 18, 2020 to request her refund and also to follow up. Expedia has made numerous phone calls to *** Airways to ensure that Mrs. *** was eligible for a refund and we have been advised that the customer would receive a full refund for her airline ticket. The time frame provided was 8-10 weeks by *** Airways. Please be advised that Expedia is not able to submit a refund request using our normal process due to the fact that the customers ticket had to be reissued due to the name correction. The refund has to be submitted and processed by *** Airways.
Today, August 19, 2020, I spoke to *** an agent from *** Airways in New Delhi and he informed me that ticket was still in OPEN status. He informed me that due to COVID-19 they have a lot of request and that is the reason as to why the customer has not received her refund. We apologize for the delay and kindly ask Mrs. *** to please allow *** Airways to process her request. We understand that this has been a lengthy process. I spoke to Mrs. *** this afternoon and I explained the situation and we agreed that I would follow up with her to check her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team
Customer Response
• Aug 20, 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 understand COVID 19 has slow down many things. But It shouldn't take me another 8- 10 weeks to wait for my funds. I appreciate you for escalating my concerns. Please contact within two weeks with a update I would like to know exactly when the refund is made and which card it was returned too.
Something is wrong with this travel company they have hard time refunding un used tickets because of covid. I was advised from the start that all itineraries will be refunded and I need to argue on consequent calls that I was promised it will be refunded. This is the fourth time I am calling since April and they put me on hold for almost an hour. By a supervisor named Dary.
I booked a Hawaii trip through Expedia for the end of April 2020. The hotel we were to stay at was closing May 1 2020 for complete renovations to open up under a new name, but not until November 2021. So were were informed by the hotel and Expedia due to the current situation that it was now closing April 1, that we need to cancel. So we canceled on on 3/26/2020 I received an email stating that my credit card would be credited back for total price of the hotel. After 30 days I did not receive a credit I called and was told that they had in fact credited it back to the card and suggested that I call my bank to see if they see it on there end and to give it 2 more weeks. I did that and the bank had nothing. On May 20th I call back go through several people finally get a tier 2 customer rep, spend hours on the phone they had me forward the email to prove they said I would get a credit, then was told that they were speaking to higher ups as the coupon they want to hand out is useless because it has to be used at that same hotel by April 2021 yet the hotel will not open until Nov. 2021. The rep even stated it was not right. I had heard nothing so I sent an email on July 1, 2020 to see where my credit was and I then received a second email on July 2, 2020 stating once again I would receive a credit back to my credit card for the total price of the hotel. It is now July 27, 2020 I contacted them again because I still have no credit. Being told again they want to offer a coupon! I have 2 emails stating I would receive full credit and I still have no credit.
Customer Response
• Aug 14, 2020
I am writing to let you know that this issue has been resolved. They did refund the entire price of the trip.
In September 2019 I booked a flight and a hotel through Expedia for travel in May 2020. The flight and hotel were cancelled due to the travel restrictions that were put in place. I received a voucher for the hotel, valid for one year. I rebooked the hotel for August/September 2020. The hotel themselves messaged me through Expedia in July and said that the hotel would still be closed on those dates and that they needed to cancel my room. However Expedia said that if I cancelled I would not receive my voucher back, even though it was originally valid until June 2021. So now I am just out the money I originally spent on the hotel and I have no voucher either.
Expedia.com Response
• Aug 19, 2020
August 19, 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 Mr. *** (Revdex.com case number ***) regarding his hotel booking. We understand the customer is requesting a refund in the amount of $346.00.
Our records indicate that on May 25, 2020, the customer, or an authorized user of the Expedia account, self-booked a hotel booking for ***, Toledo for August 31, 2020 for 2 nights using a voucher that was issued under the original itinerary number ***. The amount that was used from the voucher was $341.42 and Mr. *** was charged $34.14 for the tax portion,
I have reviewed and researched Mr. *** request and I can confirm that the hotel will not be open due to COVID-19 for the new dates that he booked. Expedia will issue a refund for the $341.42 (voucher amount utilized) and $34.14 upon cancelation.
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,
Karla *** Corporate Correspondence Team
Customer Response
• Aug 19, 2020
Dear
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 will accept that Expedia will issue a refund for the $341.42 (voucher amount utilized) and $34.14 upon cancelation. I will therefore proceed with cancelation of my hotel booking, as the hotel will not be open due to COVID and sent me a message directly asking me to please cancel the booking from my end.
I have tried reaching out to Expedia 9 or 10 times, but all my communications are being ignored and their phone lines disconnect for certain options or send you in a voice recording loop.
I booked a trip in August of 2019 to go to the UK and Ireland in May 2020. I booked for myself, my husband and my parents. Due to COVID and the travel ban, everything had to be canceled. I was sent on a runaround trying to get my money back and I still don't have it. This was over $3,000.
First - I was told I would get a credit, but I asked for a refund because the credits have to be used by the person the ticket was for and my parents aren't going to use $700+ of my money to book a trip.
Second - I was told to contact *** because I had purchased the insurance. They took 2 months to respond and then their response was they already showed me getting a credit (which I don't have).
Third - This morning I tried to chat with the virtual support and it says it's showing a refund was issued to me and to the airline so I could be refunded but I have received no funds back from Expedia or any airline. I have screenshots of the chat and of my credit card charges.
Expedia.com Response
• Aug 17, 2020
August 17, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (Revdex.com complaint #***) regarding a flight reservation refund request.
After reviewing the complaint we were able to confirm that Mrs. booked a flight reservation which is charged directly by the airline. The airline and not Expedia would be the party that authorizes refunds to a customer. I contacted the airline today and they have advised their Sales Support department is closed on Monday’s. Their department is open Tuesday – Friday 9:30AM – 5:30PM London time. Mrs. must call Expedia within that time so we may call *** sales support and request a refund. There is no guarantee that the airline will authorize a refund. Currently *** has mentioned the customer has received an airline credit for the amount they paid for the tickets.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342 for immediate service.
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• Aug 17, 2020
Complaint: ***
I am rejecting this response because: Expedia handles all the info when you book but as soon as an issue comes up they are unwilling to help. I believe they should be contacting *** on my behalf to resolve this. I also believe this information should be incredibly clear in communication from Expedia immediately. This hasn’t been mentioned at all until I had to submit a complaint through a third party. My communications to Expedia have ignored for months.
Sincerely
Expedia.com Response
• Aug 19, 2020
August 19, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mrs. (Revdex.com complaint # ***) regarding a flight reservation refund request.
As advised by the airline we informed Mrs. to contact Expedia by phone so we may reach the airline. When Mrs. is ready to complete a change or request a refund she must contact Expedia by phone. We will be unable to proceed if the customer is not on the line. The airline department that Expedia must call is open Tuesday – Friday 9:30AM – 5:30PM London time. Mrs. must call Expedia within that time so we may call *** sales support and request a refund. There is no guarantee that the airline will authorize a refund. As previously mentioned the customer currently has received an airline credit for the amount they paid for the tickets.
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 at 1-800-397-3342 for assistance.
Sincerely,
Daniel ***
Corporate Correspondence Team
I booked a hotel reservation through Expedia.com for a trip to ***, MD. My booking was for the *** hotel for 7/24/2020-7/26/2020. My Expedia.com receipt shows charges only for the price of the hotel and taxes and fees. Expedia.com's rate for the hotel were: $296.10 for 7/24 and $323.10 for 7/25. The taxes and fees shown as $68.11, so a total of $687.31. The Maryland tax rate is 5%, therefore taxes would be $30.96 and Expedia.com's fees are $37.15. After checking out of the hotel, I was provided a hotel receipt showing the charges for my room as $248.72 for 7/24 and $271.40 for 7/25, taxes of $23.40, so a total of $543.52. Naturally, when I returned home, I reached out to Expedia.com requesting information on when my refund would be processed to my credit card. Using their chat function I was told that a refund would not be issued. I was told that because Expedia.com pre-negotiates room rates, a facilitation fee to compensate Expedia for their services is given to Expedia.com. I understand this to be what the "fee" portion of my receipt is (the $37.15 charge). The representative stated they will keep the difference in the price of the hotel as part of their facilitation fee. I asked multiple times what the rate (whether percentage or flat fee) was for the facilitation fee. The representative ignored my question, acted like they weren't sure which itinerary we were discussing, and admitted that the price showing on my hotel receipt is what Expedia.com actually paid the hotel (the $543.52). Therefore, admitting that Expedia.com is advertising one price for the hotel, and keeping the difference if the hotel does not actually charge the amount they listed on their website. In my case, Expedia.com is keeping the difference of $144.79 without a thorough justification of that charge. After several requests, the representative instructed me to visit Expedia.com's legal page where there is no explanation of what the facilitation fee rate is, only that there is one. I understand paying Expedia.com a fee, but that was paid in the initial booking clearly stated on my receipt as "taxes and fees". I asked to speak to a manager multiple times and the technician told me that any person assisting would only be able to do the same things they were doing, managers are not on the chat function, and that there is no other department that can provide different information regarding my reservation. Finally after asking several more times about the facilitation fee, the representative stated that they do not have any idea how much the facilitation fee is for any Expedia.com transactions. So, I asked if they do not know what the fee is, how they can keep the difference in the price of a hotel as a fee? The representative provided a statement that says Expedia retains service fees as additional compensation in servicing the travel reservation. I asked again that since Expedia has already been paid the fee that showed on my original receipt, I should be refunded of the difference in the hotel prices ($144.79). The representative insisted that Expedia.com will not be able to refund the difference.
I have receipts of the transactions and print outs of the entire conversation (2.5 hours) with the representative.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at the *** by ***, ***, MD for July 24-26, 2020. The total charge for the stay, accepted by completing the booking, was 687.31. This total included the room rate along with tax recovery charges and service fees.We do understand the frustration that may be experienced when the hotel provides a receipt for a booking prepaid to Expedia. Please note that the receipt is meant for Expedia only and was not to be provided to our customer.Expedia pre-purchases rooms from the hotels we work with which allows us to negotiate a lower rate. As we are a retail business, we do add a mark-up amount to the rate, which is still, generally, equal or less than the rate offered by the hotel to the public.A tax recovery charge is included in our total price for the reservation along with our service fees. Please note that the amount charged for the tax recovery charges and our service fee does vary based upon location, type of hotel being booked and other factors and we are not able to provide a breakdown of these fees. Please refer to the user agreement on the website.Conclusion/Resolution:We do apologize to our customer for any inconvenience or frustration that this situation may have caused.The rate shown to our customer by the hotel, in error, was the wholesale rate we received for purchasing multiple rooms from this property. This rate is not available to the general public and the amount paid for the booking to Expedia was the correct rate and was agreed to at the time of booking.We do not issue a credit in the case of this rate being revealed. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia TeamTell us why here...
I booked a hotel room using Expedia and later found a lower price on booking.com. I used the Expedia best price guarantee to file a claim stating that I had found a better price. The agent denied my claim stating that the booking had to be in US Dollars and then provided a link showing the terms and conditions of the guarantee. The terms and conditions sent by the agent state no such thing: https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/terms.h...⇄
Throughout the entire booking process, Expedia shows the customer a USD price. At the end of the booking the price shows USD and the local currency. An email confirmation is sent to the client showing a USD price as well. This is highly misleading and to use the excuse that USD must be used in a best price guarantee, if that even is the truth and a condition, is not fair. It is akin to bait and switch, for all intents and purposes, I thought I was booking in USD because I had been marketed this price at the beginning and the end of the booking process.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation to stay at the *** for July 29-30, 2020. The total charge for the stay, accepted by completing the booking, was 170.00 CHF.
The booking is a Hotel Collect booking and the ***, as the billing party, charged our customer in their local currency of Swiss Francs.
We do show that an agent had noted that terms of the Price Guarantee state that the lower rate being compared must be in USD which is noted below:
The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based website. For example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate or from an e-mail that you received. The rate must be quoted and booked in U.S. dollars (and without reference to currency converters).
The above terms refer to all bookings but we are able to make an exception on a Hotel Collect booking if the lower rate found is in the currency to be charged by the hotel.Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
We are able to match the rate noted by our customer of 141.60 CHF by issuing a credit for the difference from 170.00 CHF in the amount of 28.40 CHF.
To do this, as Expedia did not charge for the booking, we must be provided with the hotel receipt showing the charge from the hotel in their currency.
We will send an email to our customer which he may reply to and attach the requested documentation for confirmation.
Once received and the stay is verified we will issue the credit for the amount noted and confirm this to our customer when processed.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia Customer Care TeamTell us why here...
Hello. I had to cancel my trip due to covid. I could not get a hold of customer service prior to our leaving for the trip so we made the decision to just not go. Its been 4 months and I am still trying to speak with someone regarding this issue. I would like a refund for theis trip that we had to cancel due to covid.
Expedia.com Response
• Aug 15, 2020
August 15, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a refund request.
On January 10, 2020, Ms. booked a package reservation online. Due to Covid-19, in March 2020, Mr. decided not to travel and did not use the flight or hotel booking on her package. Ms. is requesting a refund of the amount paid for the hotel.
Upon researching the customer’s complaint, we can confirm that Ms. booked a non-refundable hotel reservation. Ms. was refunded for the airline tickets. I contacted the hotel today and they have mentioned they did not authorize a refund for Ms. reservation since at the time Covid-19 was not an authorized reason for a refund. I was informed by ***. at the hotel that he will check with his general manager regarding this case during the coming week. *** has suggested that the customer call Expedia by phone before next Thursday August 20, 2020, so that an Expedia agent may call the hotel and inquire about any decisions of a refund regarding this case. We must make it clear to Ms. that there is no guarantee the hotel manager will refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. has encountered in resolving this matter.
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.
I bought a round trip ticket for August 7th,2020 to France and they cancelled the trip going there, without first notifying me. The ticket coming back was not cancelled, which doesn't make sense since I can't go there. When I asked for a refund, they said the airline doesn't issue refunds, and we can call back in October to see if we can get one. I had explained that it wasn't me who cancelled and that is the decision of the company or airline, so I should get a refund so I can purchase another ticket going there. I was on the phone for 2 hours, and still in the end, they said it wasn't their responsibility to refund me. Expedia seems to have done this to many customers, and people are forced to just have a credit,even though it wasn't the fault of the customers that they cancelled the flight. I ended up cancelling the return ticket as well, because I couldn't purchase another ticket that would have cost me over $800 just for one way going there. I just want to get my full money back.
My itinerary # ***
Passenger:
Expedia.com Response
• Aug 17, 2020
August 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show July 9, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** and *** Airlines departing on August 7, 2020 from San Francisco, CA USA to Paris, France and returning on August 23, 2020, for a total of $1,012.54. We understand from Mrs. is seeking a refund due to an airline schedule change that cancelled the outbound flight reservation. On July 19, 2020, Expedia received a notification from *** Airlines canceling the flight outbound flight reservation. On July 25, 2020, Mrs. contacted Expedia to discuss the *** flight cancellation and to determine if she qualifies for a full refund. However, based on *** Airlines schedule change rules, the total cost of, $764.10, is eligible for a refund. Although, *** has disabled third-party refunds, therefore, we must contact *** for their current refund procedures. We then sent an email to *** Airlines to advocate on Mrs. behalf in pursuing a refund. Regrettably, we did not receive a response from *** Airlines. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines.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. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On August 17, 2020, Expedia contacted *** Airlines to collect information as it pertains to the request for a refund. The airline stated that Mrs. flight qualifies for a refund, however, they will not permit the refund to be processed until October 16, 2020. Due to the amount of refund cases and these unprecedented times each application is filtered by travel date. In addition, *** Airlines has full control over Mrs. ticket as they are the merchant of record (the entity that charged the customer’s credit card) on the outbound flight. On October 16, 2020, Expedia will submit the refund of $764.10, on the (permitted date) it may take up to 8 weeks’ thereafter for Mrs. to receive the refund back to her original form of payment. In regards to the *** Airlines flight Expedia can confirm that a voluntary cancellation turned the value of $244.05, into a future travel credit. The credit must be used on/before July 21, 2021, the penalty fee will be waived, but any difference will be collected prior to re-booking. In order for Mrs. to use the *** airfare credit she may contact Expedia at the following number, (877) 227-7481, for further assistance. Due to the information provided above Expedia is unable to honor Mrs. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
They have done close to nothing for Americans currently banned to the EU during this phase of the Coronovirus. The only response and result I get is that it isn't within the policies of the hotel. The policies of the EU should outweigh the decisions of a hotel, Americans are barred from entering the EU. Give me a refund or I will continue to blast Expedia.com for years to come. 0 stars if I could.
Booked and tried to cancel or reschedule do to new news from the EU that Americans are banned from entering the EU. The only response I get is a generic not within the hotel policies. On top of that I am coming from a coronavirus hotbed, the only choice they gave me was to go and spread a dieses.
Expedia.com Response
• Aug 06, 2020
August 6, 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 ***) would like a
refund. We understand Mr. would
like a refund for $278.90 for the hotel reservation.
Our records indicate on April 12, 2020, Mr. *** or an authorized user of the Expedia account,
self-booked a two night stay at *** checking in on July 28,
2020 and checking out on July 30, 2020 via ***.
We can confirm on June 13, 2020, the
customer called in to cancel the reservation. Our representative verified there were no
contact details in or on google for the property and sent an email requesting
authorization to cancel and refund.
On June
17, 2020, the customer is requesting to cancel the reservation due to covid. Our representative checked that the hotel responded,
"unfortunately we cannot offer free cancellation for reservations after
June 30.". Our representative checked
and the hotel had already denied the refund.
On
July 20, 2020, the customer communicated
with our ***T, the customer advised he would be talking to his lawyer.
After further review on August
6, 2020, Expedia confirms the
reservation was booked as non-refundable, cancelled per the customer request
and confirms the hotel denied refunding the reservation.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. 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 of the non-refundable reservation. 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
• Aug 06, 2020
I believe the EU and a world pandemic trumps a hotels policy on a refund. I reject the response.
I had a flight booked through Expedia and was cancelled due to COVID 19 and I was told it would be refunded for the 4 flights that were cancelled and I still have not been and i'm getting the run around.
Expedia.com Response
• Aug 18, 2020
August 17, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on May 1, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Austin, TX USA to Los Angeles, CA departing on July 3, 2020 and returning on July 6, 2020, for a total of $564.80. We understand Mrs. is seeking a refund, based on the cancellation of the flight related to the Corona virus pandemic. On June 6, 2020, we received an airline-initiated schedule change that altered the flight reservation.Between June 27, 2020 to June 28, 2020, Mrs. contacted Expedia to discuss the changes that affected specific segments of the flight. In addition, Mrs. requested a full refund due to involuntary schedule change. In regards to the request for a refund. The ***’s flexibility policy was discussed with Mrs. prior to requesting that *** Airlines process the refund. However, *** Airlines rejected our refund request. The reservation is under *** Airlines control and we discovered this issue after setting up the record for a refund. Furthermore, we contacted *** Airlines to confirm Mrs. refund eligibility. The Airline stated the record cannot be refunded and the value of $564.80, can be used as a future travel credit. *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. We are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override their processes.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.In regards to using the future travel credit the airline has taken over Mrs. flight reservation, therefore, we kindly recommend that Mrs. contact the merchant (*** Airlines) for further change or refund inquiry assistance. Due to the information provided above Expedia is unable to issue 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,
I used Expedia to book two separate flights before COVID-19 affected New York City and myself personally. I tested positive for COVID-19 and subsequently called Expedia to cancel my flights. Expedia informed me that they can only provided flight credit. They also informed me that if I wanted a full airline refund I would have to contact the airline directly. I contacted *** and *** Airlines and they informed me that Expedia has full control of the credit/refunds that they issue to customers who book flights via Expedia. I then call Expedia and Daniel from Expedia informed me that there is nothing they can do but give me a flight credit that will expire in approximately two years. I personally do not feel safe traveling and would like a full refund being that I do not know what my health status would be two years from now. I also do not know what traveling will be like in two years.
Expedia.com Response
• Aug 18, 2020
August 18, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number *** ) regarding multiple reservations. Our records indicate on February 17, 2020, Mr., or an authorized user of the Expedia account, self-booked a vacation package for two travelers using Expedia’s website, under itinerary ***. Travel was with *** Airlines from Newark, NJ to Key West, FL departing on August 11, 2020, and returning on August 16, 2020. The hotel portion of the booking is with *** - Adults Only, Key West, FL checking in on August 11, 2020, and checking out on August 16, 2020, for the total of $3,603.64. Our records show on May 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight reservation for two travelers using Expedia’s Mobile app, under itinerary ***. Travel was with *** Airlines departing on June 23, 2020, from New York, NY to Minneapolis, MN. We understand that Mr. is seeking a refund for canceling two flight booking's due to his extenuating circumstance.On April 22, 2020, Mr. utilized our website services to cancel the refundable hotel accommodation. Therefore, a total refund of $2,384.02, was processed back to the customers original form of payment. It may take up to 30 days’ for Mr. to receive the refund, depending on his financial institution. On June 8, 2020, Mr. contacted Expedia to re-book one passenger (***), therefore, we reissued that passengers ticket following *** change policy. We emailed the flight confirmation to the Expedia account holders address under itinerary ***. On July 28, 2020, Mr. contacted Expedia to inquire on obtaining a refund for the canceled *** flight reservation. However, *** Airlines is not permitting a refund but rather a future travel credit of $1219.62. Travel must depart within 24 months from February 17, 2020, the change fee is waived, but any difference in the price will be collected. Furthermore, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those providers. The flexibility policies are determined by the Airlines and we cannot override their policies. We must abide by the terms and conditions set forth by our travel providers. The *** Airlines flexibility policy states travel must be completed before July 27, 2021, the change fee will be waived, but any difference in the price will be collected under itinerary ***.Expedia’s Terms of Use which were agreed to by Mr. at the time of booking, expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On August 18, 2020, we verified both *** and *** flexibility policy which is available on each Airlines website for Mr.’s confirmation. The hyperlinks below will direct Mr. to *** and *** Airlines websites this way he may review their specific policies that Expedia must adhere to:https://www.***.com***https://www.***.com***Due to the information provided above Expedia is unable to honor Mr.’s refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Aug 18, 2020
Complaint: ***
I am rejecting this response because: we are in the middle of a pandemic. I was diagnosed with Covid-19 and I am not sure if I will be traveling again within the two years before credit expired.
Sincerely
In January my husband and I booked a hotel stay in Rome Italy for My 16,2020 till May 23, 2020 thru Expedia.com itinerary # *** in the amount of $858.99. The expedia.com account is under my husband's name (***) while the hotel purchase was made using my credit card information (***).
Due to the lockdown situation because of COVID-19 in Italy we had to cancel our trip so on April 7th, 2020 we cancelled our hotel using a virtual agent. This is where the headache begins.
We were told that we will receive a refund so we waited for the refund a couple of months and when we didn't receive the refund we contacted Expedia.com which told us that the booking is non-refundable and we will not receive the $858.99 back.
When we insisted on a refund they offered us a voucher which they said will be emailed to ***
Today, July 28th we didn't yet receive a refund/voucher so decided to contact Expedia again and was told that there is nothing they can do, they assigned the case to the offline team which cannot be in contact with us to tell us of any update.
We are asking Expedia to refund the $858.99 for itinerary # *** which we were not able to use nor will be able to use this year due to the COVID-19 pandemic and travel restrictions between US/Europe.
Itinerary # *** included a hotel stay at *** Hotel in Rome, Italy from May 16,2020 till May 20, 2020.
It's been almost 4 months since we cancelled the reservation and are yet to hear anything from Expedia. This is very sad indeed. Couldn't think that such a reputable company would try to take money away from people in a pandemic situation without providing any service! What a shame!
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at the *** Hotel for May 16-20, 2020, with a change or cancel policy that states: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.We do confirm that on April 05, 2020, our customer canceled the booking. No refund was issued as the booking terms were that it was non-refundable.This property, which was in operation during the dates of stay, have confirmed that on non-refundable bookings, no refunds would be issued which is why our customer was offered a voucher to be used at a future date at the same property.We do show that the voucher was sent to the email address used on the reservation on June 19, 2020 and shows as active in our customer's record. If the voucher is unable to be found in the in-box we do recommend that other folders, including the spam or junk mail be checked. If it is still not found the customer will need to contact us to have a new voucher reissued.Conclusion/Resolution:We do apologize to our customer for any inconvenience or frustration that this situation may have caused.After reviewing our customer's booking and speaking with our accommodation partner, I can confirm the itinerary is not eligible for a hotel issued refund.We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travellers. So we have worked closely with our travel partners to offer a voucher in the form of a coupon for a future trip at *** Hotel in Rome despite your booking being non-refundable.When the customer is ready to use the coupon, they only need to sign-in to their account using your registered email address and select the coupon from your account at checkout.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia Customer Care TeamTell us why here...
I was searching for rooms and my card was charged. I have filed a dispute and Expedia is stating they can’t find my purchase. No one is willing to help me I never checked in to the hotel to even be charged for it.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created as a pay later reservation on June 05, 2020 via the mobile app for arrival on June 05, 2020 and departure on June 06, 2020. At the time of booking, the reservation was already in the penalty period. Custoemr care was contacted on July 05, 2020 to request a full refund of the reservation. Customer care did contact the property immediately, but unfortunatley they were unable to obtain permission to issue any credits for the reseration. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific rates and policies.We do understand that the customer has stated that they were looking at pricing through the Hotels.com site and did not booking the reservation. However, in order for a reservation to be booked the terms and conditions must be agreed to and the three digit code on the credit card must be entered before the reservation can be completed. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Customer care was unable to obtain permission to issue any credits for this reservation. Unfortunately, we are unable to offer any type of credit for this reservation as there was no error found with the Hotels.com site.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Customer Response
• Aug 06, 2020
Complaint: ***
I am rejecting this response because: I called several times and they did not find my payment or transaction number so I need my money back.
Sincerely
Expedia.com Response
• Aug 14, 2020
Dear Revdex.com, Due to our customer's continued dissatisfaction we have thoroughly reviewed the case again. Upon review we have confirmed that our customer called our customer care on August 7, 2020. Our representative contacted the property on behalf of our customer to advocate for a waiver. We are happy to see that our customer was issued a refund of 153.15 USD to the method of payment used when booking. It can take up to two billing cycles for the refund to post. A system generated receipt was sent to the email address used when booking. Thank you for allowing us another chance to review this case. Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia
I booked a flight and hotel on Expedia in January. The flight was canceled by *** and I was notified by them, not Expedia. Expedia knew nothing about the cancelation although they claim to hold the flight tickets. We were told to speak to *** and when we called we were pushed back to Expedia who had no record of the flight being canceled so, they said they couldn’t help us. They tried to say they could reschedule our flight, but we told them it wasn’t possible. They did not have an answer for us. They just tried to offer a flight credit, and we refused. Days later, I received an email from Expedia that the flight was canceled and a voucher would be issued. I don’t want a voucher, as the USDOT has made it clear that airlines that fly into and out of the US are required to provide refunds when they cancel flights. I spoke to Enas, a customer service rep, who said *** is not offering refunds and suggested I dispute the charge with my bank. She kindly transferred me to her supervisor, who talked over me, laughed at me when I explained the problem, and was not only unhelpful, but rude.
August 5, 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. *** (Revdex.com case
number ***) would
like a refund. We understand Ms. would like a for
the cancelled flight.
Our records indicate on January 20, 2020, Ms. *** or an authorized user of the
Expedia account, self-booked two round trip flights on *** departing November
20, 2020 from Austin, TX to Quito, Ecuador returning on November 27, 2020 along
with a four night stay at Hotel *** and the Vacation Waiver via
***.
We can confirm on July 21,
2020, the customer called in and wanted to cancel the reservation and get a
refund. Our representative reviewed *** policy and advised the customer to
contact the airline for refund. The customer
decided to leave reservation as it was and will contact us later.
On July 31, 2020, the customer
was emailed advising the original flights were not available. The email advised if she choose to cancel a
flight credit would be applicable or we could look for other flight options. The customer replied back the she has not and
does not agree with a voucher or a change of the itinerary. The
customer called in stating she had schedule change and would like to cancel and
get a refund. Our representative
reviewed the airline policy and advised a future travel credit is applicable to
the cancellation no refund. The customer
did not accept the explanation and referred to U.S. laws; she request a supervisor. A Supervisor took over the call and advised
the airline was offering a credit and no
refund. The Supervisor advised she can wait
to see if airline changes their policy but there is no guarantee. The customer advised she would be filing a complaint
with the DOT.
After
further review on August 5, 2020, Expedia reviewed the details of the
reservation and the policies of ***. Expedia contacted *** and they confirmed the tickets cannot be refunded. *** advised tickets have to be
exchanged and traveled on by August 31, 2021. Any increase in a new fare would be the responsibility of the customer. Ms. needs to contact our Customer Service
Department at 877-227-7481 when she is ready to exchange the tickets.
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. *** 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 her 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.
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 the response does not adequately address USDOT regulations. Complaint will move to USDOT and State AG of TX and WA. no further response is necessary.
Sincerely
I bought tickets to Italy and my flight was cancelled due to Covid-19. *** Air says I am entitled to a refund, but have to go through Expedia to get it. After many telephone and email conversations (going back months) Expedia has yet to refund my money. They have offered travel vouchers, but I want a refund.
A brief history of my interactions with Expedia:
Jan. 11, 2020: Booked flights to Florence EXPEDIA Itinerary # ***
My itinerary
Boston ***) to Florence (***)
Departs on Fri, Apr 17 at 9:45pm
Airline confirmation: *** (***)
Florence (***) to Boston (***)
Departs on Fri, Apr 24 at 10:00am
Airline confirmation: *** (***)
Travelers: ***, ***
Traveler details
***
Ticket number: ***
***
Ticket number: ***
Cancellation by *** Air:
Email received March 27, 2020
Phone calls made by me:
Feb. 29, 2020 – 1 call to EXPEDIA – told that nothing could be done yet, to call back - no results
March 11, 2020 – 6 calls to EXPEDIA many dropped calls/ not allowed through the phone system, finally got through 0ver 30 minutes on the call – no results
March 16, 2020 – to EXPEDIA not allowed to make contact – no results
April 6, 2020 – 2 calls, to EXPEDIA 3 minutes each - not allowed to make contact – no results
April 15, 2020 – to EXPEDIA over 4 hours on the phone (hold, shuffled around, etc...) – no results
April 23, 2020 – to *** AIR (***) 15 minute call – they said I am “entitled to a refund” Told to have EXPEDIA put in the request for a refund.
April 23, 2020 – 4 calls, to EXPEDIA over 53 minutes - relayed information from *** - finally told that EXPEDIA has put me in queue with *** for a refund
Emails sent/received:
3/12/20
3/12/20
3/15/20
3/27/20
4/8/20
4/24/20
5/28/20
6/6/20
6/7/20
6/21/20 through ***:
Thank you for patiently waiting. As per checking, you've been advised via phone and email that there is no refund as the reservation is nonrefundable. The airlines can only provide an airline's credit. Please refer with the email that you've received under [REQ:***] Stated that: We understand that you are dissatisfied with receiving a credit with an airlines vs. a full refund. We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limited any changes. We recognize that an airline credit may not be what you were looking for, but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the terms and conditions of airlines and this is the only option that they are providing at this time. We apologize for the delay and inconvenience this may have caused you. Please be advised that we need to adhere with the airline's policy. Please let us know if you have additional information needed. Regards, ^***
My reply:
Representatives from *** told me TWICE that I am entitled to a refund.
*** cancelled the flights. WE DID NOT! They have told me that we are ENTITLED TO A REFUND!
***
Expedia reply:
We truly understand that you would like to get a refund from your canceled reservation. We offered you a flight credit based on their policy. Further, an email refund request has been sent to the airline regarding your refund, but this is a subject to approval as they are the ones who could only process a refund and not Expedia. We highly suggest to wait for the updates if they will approve your refund request. For your reference, you may take this note ***. Regards, ^
August 26 , 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 Mr. (Revdex.com case number ***) regarding his flight reservation. We understand the customer is requesting a refund . Our records indicate that on January 11, 2020 Mr., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia's website, under itinerary ***. With A roundtrip fare with *** from Boston, MA, to Florence , Italy, departing on April 17,2020 and returning on April 24,2020. On March 27, 2020 the customers flights were canceled by ***.On April 24, 2020 Mr. called in to get a refund for the his flights that were canceled by the air line . we reached out to *** on the behalf of Mr. and we were informed by *** to submit a refund request . We then sent in a request for the refund via email as requested by ***. On August 9,2020 the refund was submitted and the customer was advised of the refund timing of 8- 12 weeks before Mr. will see the refund in his account. We apologize for any inconvince this may be causing to our valued customer. However due to the pandemic it may take longer than usual due to the amount of refunds being processed at this time.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Perrie *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, I was told the exact same thing in March. I will believe the company when I see the refund to my credit card.
Sincerely
I had 2 reservations for a hotel. I called to cancel one of them before the cancellation window and was still charged through Expedia. Contacted several times was promised the remaining refund on July 3rd and then was told that I was not getting the refund back because I used that reservation. Come to find out they cancelled the wrong reservation. I still ended up paying at the hotel for my stay because in the system that wasn’t the reservation cancelled.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on November 7, 2020 via Expedia Website for arrival on 11 Jul 2020 and departure on 14 Jul 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Customer care was able to obtain approval for a refund in the amount of $620.99. Refund processed by Expedia on July 9 with a transaction ID. Customer should check directly with their credit card and provide the transaction ID so they can refund to his account.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.As a refund has been issued, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
Complaint: ***
I am rejecting this response because: my refund was never received and the dates on the response are wrong the amount of the refund is incorrect my bank never received anything but the 16 dollar travel insurance that I purchased for my hotel stay
my refund is in the amount of 369.50 not 640 and it wasn’t for a reservation for November. Please look at the right reservation and person before responding
Sincerely
Hello Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.The customer called to change the dates on their reservation for July 3 to July 6 and the hotel agreed to waive the penalty for the dates to be modified. The agent canceled the customer's booking and refunded the $16.00 insurance fee. The hotel fees of $369.86 were not refunded since they were not paid to Expedia. The guest was to pay at check-in and the hotel confirmed they did not charge the customer's card. The agent assisted the customer in booking the new dates of July 03 to July 07, 2020. When the agent pulled up the new dates, the customer indicated the rate they were seeing on their side was lower than what was being quoted. The agent advised the customer to go ahead and rebook on their side. However, the customer received a rate change notification while they were booking. Following this, the customer requested to be transferred to a supervisor. The supervisor then refunded the customer $89.50 as a goodwill gesture. The customer did not cancel this reservation and it shows as a completed stay.We have reviewed all phone calls and screens and found no error in our booking system. Since the customer was only charged for the one reservation from July 3 to July 7 there is no refund due. All refunds and compensation have been given for both reservations.Since we have thoroughly reviewed this matter again and there are no further details to provide, we do consider this matter closed.Thank you for allowing us another chance to review this case.
Best Regards,The Expedia Team
Complaint: ***
I am rejecting this response because: no. I paid the hotel as well. So I am paying both the hotel and Expedia? The reservation was only suppose to be the hotel reservation. Not the pay now reservation. I was speaking about the price of the pay at the hotel reservation.
I think you have the wrong calls. This needs to be refunded ASAP, I have submitted proof of paying for the hotel as well as proof from Expedia employees stating I’ll be getting the refund. Why aren’t every single phone call pulled and reviewed?
Sincerely
Hello,
On July 18th I received the notification that my reservation on expedia from ORD to SCL via *** (***) was cancelled (Cost $800.33). The same day I contacted Jhon from expedia customer services and after 1:45 min!! in the phone he could cancel the *** flight with the ticket ***. My surprise was that even having a case qualifying for a full return of the money, expedia will just reimburse the cost from Mexico to Chile and not the portion from Chicago to Mexico. so instead of having a full amount return as I've requested I will receive $500 and Expedia will keep $300 to be used as voucher (just in *** which I dont want ). according Expedia *** has disabled the option of refund and they might take up to 8 weeks to get the money from ***. (in my opinion they should be responsible for that value not ***).
August 17, 2020 Revdex.comComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. *** is requesting a refund of the his flight due to the an airline schedule change due to the COVID-19.
Our records indicate that on March 1, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation usingExpedia’s website, under itinerary *** for two travelers. Departure on *** Airlines, from Chicago, IL, United States to Mexico City, Distrito Federal, Mexico on August 7, 2020 and returning on January 8, 2021.
When researching this matter we were able to determine that *** Airlines provided a refund on the ticket on June 18, 2020. 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.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I purchased a car rental on July 6, 2020 on Expedia. They charged me $250.68 for a rental through ***. The rental period was for July 19, 20202 through July 22, 2020 with a pick up location of Corpus ***. The provided *** confirmation number is ***. The Expedia Iternary Number is ***. Upon arriving at the pick-up location, I proceeded to the *** Desk and was informed do not have this confirmation number in their system. I contacted the customer *** customer service number through the email that I had received. They informed me that Expedia had not made a reservation through their system at this time and that I needed to contact Expedia. I called Expedia customer service and was directed that if their is no rental reservation at *** than I would be reimbursed my payment. Still needing a vehicle, I rented a vehicle with a transaction between *** and myself for $360.38. On July 29, I recieved an email from Expedia's customer service stating that they will not be refunding my payment of $250.68. This is outrageous considering I was unable to use the paid for services due to a communications error between Expedia and
Complaint #*** has been resolved. Thank you!
Book a travel reservation and expedia is refusing to provide a full refund in light of COVID-19
Dear Revdex.com,
It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on November 15, 2019 via the website for arrival on August 29, 2020 and departure on August 30, 2020. At the time of booking, the customer agreed to the following cancellation policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
As part of our efforts in dealing with COVID-19, we have worked with our hotel partners to provide as much flexibility possible, and in our communications with the *** , they have agreed to allow the reservation to be moved to next August for the reservation.
The booking is through the *** with the stay date ending no later than August 31, 2021. The new reservation will be subject to availability and the then applicable rates, terms and conditions.
Resolution:
We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.
We’ve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for bookings that are ordinarily non-refundable.
We recognize that a voucher may not be what the customer was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the property's terms and conditions and this is the only option that they're providing at this time.
Since the customer will be re-booking directly through the property, there is no further action required from our side.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
Complaint: ***
I am rejecting this response because: the terms and conditions regarding this reservation are in the event I cancel my stay. As it is not me but the travel restrictions that are preventing me from staying at this hotel I do not feel I am at fault or liable for this cancellation. I would like a full cash refund placed back on the card that was used in the original booking.
Sincerely
Dear Revdex.com,
Due to the customer's continued dissatisfaction, we have reviewed this request once more.
Upon receiving the customer's request, we reached out to the property to request a penalty waiver for the customer's reservation. Regrettably, the hotel declined to offer a refund for the reservation.
While we understand the customer is unable to travel, the hotel has billed in full for the reservation. As such, we are unable to offer a refund for the reservation.
Thank you for giving us the opportunity to review the customer's request once more.
Kind regards,
The Expedia Team
My daughter booked my flight through Expedia Itin: to London on 8/ 30/2019 using *** Airway. I paid Expedia $1, 282.63 plus travel insurance $83.00. My trip do not occur due too COVID 19 on June 11- 12 Flight *** Houston to London and ***. London to Venice. I received notification the flight was cancel due too the pandemic March 14. My family (daughter ,plus grandchildren and friends (*** ) who was going with me received their refunds in May. I have made 5 calls to Expedia and BA. Case Id: *** REQ: ***, REQ:S-209331100, REQ:***, On Jul 9 2020 June/ *** Supervisor Expedia US Customer Service called BA to verify the refund status . Spoke with Solab who advised her the ticket was open and refund will be coming. On July 29 I received a letter from BA to state now I need to make any potential claim using my travel insurance. I'm totally confused and upset that my money was not refunded. Please help to recover my money.
August 19, 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 Mrs. *** (Revdex.com case number ***) regarding refund for her airline ticket. We understand the customer is requesting a refund in the amount of $1282.63.
Our records indicate the on August 29, 2019, the customer, or an authorized user of the Expedia account, self-booked a round trip fare for one traveler on Expedia's website, under itinerary ***. The booking included a round trip fare with *** Airways from IAH Houston, TX to Venice, Italy departing on June 11, 2020 and returning on July 20, 2020.
Upon review, on August 30, 2019, Expedia was contacted by Mrs. *** or an authorize user to advise that there needed to be a name correction and the customer had a hyphenated last name. The name correction was resolved and *** Airways took over and reissued the customers ticket with the correct last name.
After further review, Mrs. *** has contacted Expedia numerous times between May 09,2020 through August 18, 2020 to request her refund and also to follow up. Expedia has made numerous phone calls to *** Airways to ensure that Mrs. *** was eligible for a refund and we have been advised that the customer would receive a full refund for her airline ticket. The time frame provided was 8-10 weeks by *** Airways. Please be advised that Expedia is not able to submit a refund request using our normal process due to the fact that the customers ticket had to be reissued due to the name correction. The refund has to be submitted and processed by *** Airways.
Today, August 19, 2020, I spoke to *** an agent from *** Airways in New Delhi and he informed me that ticket was still in OPEN status. He informed me that due to COVID-19 they have a lot of request and that is the reason as to why the customer has not received her refund. We apologize for the delay and kindly ask Mrs. *** to please allow *** Airways to process her request. We understand that this has been a lengthy process. I spoke to Mrs. *** this afternoon and I explained the situation and we agreed that I would follow up with her to check her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I understand COVID 19 has slow down many things. But It shouldn't take me another 8- 10 weeks to wait for my funds. I appreciate you for escalating my concerns. Please contact within two weeks with a update I would like to know exactly when the refund is made and which card it was returned too.
Sincerely
Something is wrong with this travel company they have hard time refunding un used tickets because of covid. I was advised from the start that all itineraries will be refunded and I need to argue on consequent calls that I was promised it will be refunded. This is the fourth time I am calling since April and they put me on hold for almost an hour. By a supervisor named Dary.
I booked a Hawaii trip through Expedia for the end of April 2020. The hotel we were to stay at was closing May 1 2020 for complete renovations to open up under a new name, but not until November 2021. So were were informed by the hotel and Expedia due to the current situation that it was now closing April 1, that we need to cancel. So we canceled on on 3/26/2020 I received an email stating that my credit card would be credited back for total price of the hotel. After 30 days I did not receive a credit I called and was told that they had in fact credited it back to the card and suggested that I call my bank to see if they see it on there end and to give it 2 more weeks. I did that and the bank had nothing. On May 20th I call back go through several people finally get a tier 2 customer rep, spend hours on the phone they had me forward the email to prove they said I would get a credit, then was told that they were speaking to higher ups as the coupon they want to hand out is useless because it has to be used at that same hotel by April 2021 yet the hotel will not open until Nov. 2021. The rep even stated it was not right. I had heard nothing so I sent an email on July 1, 2020 to see where my credit was and I then received a second email on July 2, 2020 stating once again I would receive a credit back to my credit card for the total price of the hotel. It is now July 27, 2020 I contacted them again because I still have no credit. Being told again they want to offer a coupon! I have 2 emails stating I would receive full credit and I still have no credit.
I am writing to let you know that this issue has been resolved. They did refund the entire price of the trip.
In September 2019 I booked a flight and a hotel through Expedia for travel in May 2020. The flight and hotel were cancelled due to the travel restrictions that were put in place. I received a voucher for the hotel, valid for one year. I rebooked the hotel for August/September 2020. The hotel themselves messaged me through Expedia in July and said that the hotel would still be closed on those dates and that they needed to cancel my room. However Expedia said that if I cancelled I would not receive my voucher back, even though it was originally valid until June 2021. So now I am just out the money I originally spent on the hotel and I have no voucher either.
August 19, 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 Mr. *** (Revdex.com case number ***) regarding his hotel booking. We understand the customer is requesting a refund in the amount of $346.00.
Our records indicate that on May 25, 2020, the customer, or an authorized user of the Expedia account, self-booked a hotel booking for ***, Toledo for August 31, 2020 for 2 nights using a voucher that was issued under the original itinerary number ***. The amount that was used from the voucher was $341.42 and Mr. *** was charged $34.14 for the tax portion,
I have reviewed and researched Mr. *** request and I can confirm that the hotel will not be open due to COVID-19 for the new dates that he booked. Expedia will issue a refund for the $341.42 (voucher amount utilized) and $34.14 upon cancelation.
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,
Karla *** Corporate Correspondence Team
Dear
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 will accept that Expedia will issue a refund for the $341.42 (voucher amount utilized) and $34.14 upon cancelation. I will therefore proceed with cancelation of my hotel booking, as the hotel will not be open due to COVID and sent me a message directly asking me to please cancel the booking from my end.
Sincerely
I have tried reaching out to Expedia 9 or 10 times, but all my communications are being ignored and their phone lines disconnect for certain options or send you in a voice recording loop.
I booked a trip in August of 2019 to go to the UK and Ireland in May 2020. I booked for myself, my husband and my parents. Due to COVID and the travel ban, everything had to be canceled. I was sent on a runaround trying to get my money back and I still don't have it. This was over $3,000.
First - I was told I would get a credit, but I asked for a refund because the credits have to be used by the person the ticket was for and my parents aren't going to use $700+ of my money to book a trip.
Second - I was told to contact *** because I had purchased the insurance. They took 2 months to respond and then their response was they already showed me getting a credit (which I don't have).
Third - This morning I tried to chat with the virtual support and it says it's showing a refund was issued to me and to the airline so I could be refunded but I have received no funds back from Expedia or any airline. I have screenshots of the chat and of my credit card charges.
August 17, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (Revdex.com complaint #***) regarding a flight reservation refund request.
After reviewing the complaint we were able to confirm that Mrs. booked a flight reservation which is charged directly by the airline. The airline and not Expedia would be the party that authorizes refunds to a customer. I contacted the airline today and they have advised their Sales Support department is closed on Monday’s. Their department is open Tuesday – Friday 9:30AM – 5:30PM London time. Mrs. must call Expedia within that time so we may call *** sales support and request a refund. There is no guarantee that the airline will authorize a refund. Currently *** has mentioned the customer has received an airline credit for the amount they paid for the tickets.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342 for immediate service.
Sincerely,
Daniel *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia handles all the info when you book but as soon as an issue comes up they are unwilling to help. I believe they should be contacting *** on my behalf to resolve this. I also believe this information should be incredibly clear in communication from Expedia immediately. This hasn’t been mentioned at all until I had to submit a complaint through a third party. My communications to Expedia have ignored for months.
Sincerely
August 19, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mrs. (Revdex.com complaint # ***) regarding a flight reservation refund request.
As advised by the airline we informed Mrs. to contact Expedia by phone so we may reach the airline. When Mrs. is ready to complete a change or request a refund she must contact Expedia by phone. We will be unable to proceed if the customer is not on the line. The airline department that Expedia must call is open Tuesday – Friday 9:30AM – 5:30PM London time. Mrs. must call Expedia within that time so we may call *** sales support and request a refund. There is no guarantee that the airline will authorize a refund. As previously mentioned the customer currently has received an airline credit for the amount they paid for the tickets.
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 at 1-800-397-3342 for assistance.
Sincerely,
Daniel ***
Corporate Correspondence Team
I booked a hotel reservation through Expedia.com for a trip to ***, MD. My booking was for the *** hotel for 7/24/2020-7/26/2020. My Expedia.com receipt shows charges only for the price of the hotel and taxes and fees. Expedia.com's rate for the hotel were: $296.10 for 7/24 and $323.10 for 7/25. The taxes and fees shown as $68.11, so a total of $687.31. The Maryland tax rate is 5%, therefore taxes would be $30.96 and Expedia.com's fees are $37.15. After checking out of the hotel, I was provided a hotel receipt showing the charges for my room as $248.72 for 7/24 and $271.40 for 7/25, taxes of $23.40, so a total of $543.52. Naturally, when I returned home, I reached out to Expedia.com requesting information on when my refund would be processed to my credit card. Using their chat function I was told that a refund would not be issued. I was told that because Expedia.com pre-negotiates room rates, a facilitation fee to compensate Expedia for their services is given to Expedia.com. I understand this to be what the "fee" portion of my receipt is (the $37.15 charge). The representative stated they will keep the difference in the price of the hotel as part of their facilitation fee. I asked multiple times what the rate (whether percentage or flat fee) was for the facilitation fee. The representative ignored my question, acted like they weren't sure which itinerary we were discussing, and admitted that the price showing on my hotel receipt is what Expedia.com actually paid the hotel (the $543.52). Therefore, admitting that Expedia.com is advertising one price for the hotel, and keeping the difference if the hotel does not actually charge the amount they listed on their website. In my case, Expedia.com is keeping the difference of $144.79 without a thorough justification of that charge. After several requests, the representative instructed me to visit Expedia.com's legal page where there is no explanation of what the facilitation fee rate is, only that there is one. I understand paying Expedia.com a fee, but that was paid in the initial booking clearly stated on my receipt as "taxes and fees". I asked to speak to a manager multiple times and the technician told me that any person assisting would only be able to do the same things they were doing, managers are not on the chat function, and that there is no other department that can provide different information regarding my reservation. Finally after asking several more times about the facilitation fee, the representative stated that they do not have any idea how much the facilitation fee is for any Expedia.com transactions. So, I asked if they do not know what the fee is, how they can keep the difference in the price of a hotel as a fee? The representative provided a statement that says Expedia retains service fees as additional compensation in servicing the travel reservation. I asked again that since Expedia has already been paid the fee that showed on my original receipt, I should be refunded of the difference in the hotel prices ($144.79). The representative insisted that Expedia.com will not be able to refund the difference.
I have receipts of the transactions and print outs of the entire conversation (2.5 hours) with the representative.
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at the *** by ***, ***, MD for July 24-26, 2020. The total charge for the stay, accepted by completing the booking, was 687.31. This total included the room rate along with tax recovery charges and service fees.We do understand the frustration that may be experienced when the hotel provides a receipt for a booking prepaid to Expedia. Please note that the receipt is meant for Expedia only and was not to be provided to our customer.Expedia pre-purchases rooms from the hotels we work with which allows us to negotiate a lower rate. As we are a retail business, we do add a mark-up amount to the rate, which is still, generally, equal or less than the rate offered by the hotel to the public.A tax recovery charge is included in our total price for the reservation along with our service fees. Please note that the amount charged for the tax recovery charges and our service fee does vary based upon location, type of hotel being booked and other factors and we are not able to provide a breakdown of these fees. Please refer to the user agreement on the website.Conclusion/Resolution:We do apologize to our customer for any inconvenience or frustration that this situation may have caused.The rate shown to our customer by the hotel, in error, was the wholesale rate we received for purchasing multiple rooms from this property. This rate is not available to the general public and the amount paid for the booking to Expedia was the correct rate and was agreed to at the time of booking.We do not issue a credit in the case of this rate being revealed. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia TeamTell us why here...
I booked a hotel room using Expedia and later found a lower price on booking.com. I used the Expedia best price guarantee to file a claim stating that I had found a better price. The agent denied my claim stating that the booking had to be in US Dollars and then provided a link showing the terms and conditions of the guarantee. The terms and conditions sent by the agent state no such thing: https://www.expedia.com/loyaltyrewards/pages/info-rewards/expediarewards/terms.h...⇄
Throughout the entire booking process, Expedia shows the customer a USD price. At the end of the booking the price shows USD and the local currency. An email confirmation is sent to the client showing a USD price as well. This is highly misleading and to use the excuse that USD must be used in a best price guarantee, if that even is the truth and a condition, is not fair. It is akin to bait and switch, for all intents and purposes, I thought I was booking in USD because I had been marketed this price at the beginning and the end of the booking process.
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation to stay at the *** for July 29-30, 2020. The total charge for the stay, accepted by completing the booking, was 170.00 CHF.
The booking is a Hotel Collect booking and the ***, as the billing party, charged our customer in their local currency of Swiss Francs.
We do show that an agent had noted that terms of the Price Guarantee state that the lower rate being compared must be in USD which is noted below:
The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based website. For example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate or from an e-mail that you received. The rate must be quoted and booked in U.S. dollars (and without reference to currency converters).
The above terms refer to all bookings but we are able to make an exception on a Hotel Collect booking if the lower rate found is in the currency to be charged by the hotel.Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
We are able to match the rate noted by our customer of 141.60 CHF by issuing a credit for the difference from 170.00 CHF in the amount of 28.40 CHF.
To do this, as Expedia did not charge for the booking, we must be provided with the hotel receipt showing the charge from the hotel in their currency.
We will send an email to our customer which he may reply to and attach the requested documentation for confirmation.
Once received and the stay is verified we will issue the credit for the amount noted and confirm this to our customer when processed.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia Customer Care TeamTell us why here...
Hello. I had to cancel my trip due to covid. I could not get a hold of customer service prior to our leaving for the trip so we made the decision to just not go. Its been 4 months and I am still trying to speak with someone regarding this issue. I would like a refund for theis trip that we had to cancel due to covid.
August 15, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a refund request.
On January 10, 2020, Ms. booked a package reservation online. Due to Covid-19, in March 2020, Mr. decided not to travel and did not use the flight or hotel booking on her package. Ms. is requesting a refund of the amount paid for the hotel.
Upon researching the customer’s complaint, we can confirm that Ms. booked a non-refundable hotel reservation. Ms. was refunded for the airline tickets. I contacted the hotel today and they have mentioned they did not authorize a refund for Ms. reservation since at the time Covid-19 was not an authorized reason for a refund. I was informed by ***. at the hotel that he will check with his general manager regarding this case during the coming week. *** has suggested that the customer call Expedia by phone before next Thursday August 20, 2020, so that an Expedia agent may call the hotel and inquire about any decisions of a refund regarding this case. We must make it clear to Ms. that there is no guarantee the hotel manager will refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. has encountered in resolving this matter.
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,
Daniel *** Customer Correspondence Team
I bought a round trip ticket for August 7th,2020 to France and they cancelled the trip going there, without first notifying me. The ticket coming back was not cancelled, which doesn't make sense since I can't go there. When I asked for a refund, they said the airline doesn't issue refunds, and we can call back in October to see if we can get one. I had explained that it wasn't me who cancelled and that is the decision of the company or airline, so I should get a refund so I can purchase another ticket going there. I was on the phone for 2 hours, and still in the end, they said it wasn't their responsibility to refund me. Expedia seems to have done this to many customers, and people are forced to just have a credit,even though it wasn't the fault of the customers that they cancelled the flight. I ended up cancelling the return ticket as well, because I couldn't purchase another ticket that would have cost me over $800 just for one way going there. I just want to get my full money back.
My itinerary # ***
Passenger:
August 17, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show July 9, 2020, Mrs. or an authorized Expedia account user self-booked on Expedia’s Mobile App under itinerary ***. Travel was with *** and *** Airlines departing on August 7, 2020 from San Francisco, CA USA to Paris, France and returning on August 23, 2020, for a total of $1,012.54. We understand from Mrs. is seeking a refund due to an airline schedule change that cancelled the outbound flight reservation. On July 19, 2020, Expedia received a notification from *** Airlines canceling the flight outbound flight reservation. On July 25, 2020, Mrs. contacted Expedia to discuss the *** flight cancellation and to determine if she qualifies for a full refund. However, based on *** Airlines schedule change rules, the total cost of, $764.10, is eligible for a refund. Although, *** has disabled third-party refunds, therefore, we must contact *** for their current refund procedures. We then sent an email to *** Airlines to advocate on Mrs. behalf in pursuing a refund. Regrettably, we did not receive a response from *** Airlines. Expedia serves as a third-party intermediary with travel suppliers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those suppliers. At Expedia, we follow the policies of our travel suppliers, so any credit, refund or change is at the discretion of the travel supplier, *** Airlines.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. Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On August 17, 2020, Expedia contacted *** Airlines to collect information as it pertains to the request for a refund. The airline stated that Mrs. flight qualifies for a refund, however, they will not permit the refund to be processed until October 16, 2020. Due to the amount of refund cases and these unprecedented times each application is filtered by travel date. In addition, *** Airlines has full control over Mrs. ticket as they are the merchant of record (the entity that charged the customer’s credit card) on the outbound flight. On October 16, 2020, Expedia will submit the refund of $764.10, on the (permitted date) it may take up to 8 weeks’ thereafter for Mrs. to receive the refund back to her original form of payment. In regards to the *** Airlines flight Expedia can confirm that a voluntary cancellation turned the value of $244.05, into a future travel credit. The credit must be used on/before July 21, 2021, the penalty fee will be waived, but any difference will be collected prior to re-booking. In order for Mrs. to use the *** airfare credit she may contact Expedia at the following number, (877) 227-7481, for further assistance. Due to the information provided above Expedia is unable to honor Mrs. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
They have done close to nothing for Americans currently banned to the EU during this phase of the Coronovirus. The only response and result I get is that it isn't within the policies of the hotel. The policies of the EU should outweigh the decisions of a hotel, Americans are barred from entering the EU. Give me a refund or I will continue to blast Expedia.com for years to come. 0 stars if I could.
Booked and tried to cancel or reschedule do to new news from the EU that Americans are banned from entering the EU. The only response I get is a generic not within the hotel policies. On top of that I am coming from a coronavirus hotbed, the only choice they gave me was to go and spread a dieses.
August 6, 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 ***) would like a
refund. We understand Mr. would
like a refund for $278.90 for the hotel reservation.
Our records indicate on April 12, 2020, Mr. *** or an authorized user of the Expedia account,
self-booked a two night stay at *** checking in on July 28,
2020 and checking out on July 30, 2020 via ***.
We can confirm on June 13, 2020, the
customer called in to cancel the reservation. Our representative verified there were no
contact details in or on google for the property and sent an email requesting
authorization to cancel and refund.
On June
17, 2020, the customer is requesting to cancel the reservation due to covid. Our representative checked that the hotel responded,
"unfortunately we cannot offer free cancellation for reservations after
June 30.". Our representative checked
and the hotel had already denied the refund.
On
July 20, 2020, the customer communicated
with our ***T, the customer advised he would be talking to his lawyer.
After further review on August
6, 2020, Expedia confirms the
reservation was booked as non-refundable, cancelled per the customer request
and confirms the hotel denied refunding the reservation.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. 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 of the non-refundable reservation. 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 believe the EU and a world pandemic trumps a hotels policy on a refund. I reject the response.
Complaint: ***
I am rejecting this response because:
Sincerely
I had a flight booked through Expedia and was cancelled due to COVID 19 and I was told it would be refunded for the 4 flights that were cancelled and I still have not been and i'm getting the run around.
August 17, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on May 1, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Austin, TX USA to Los Angeles, CA departing on July 3, 2020 and returning on July 6, 2020, for a total of $564.80. We understand Mrs. is seeking a refund, based on the cancellation of the flight related to the Corona virus pandemic. On June 6, 2020, we received an airline-initiated schedule change that altered the flight reservation.Between June 27, 2020 to June 28, 2020, Mrs. contacted Expedia to discuss the changes that affected specific segments of the flight. In addition, Mrs. requested a full refund due to involuntary schedule change. In regards to the request for a refund. The ***’s flexibility policy was discussed with Mrs. prior to requesting that *** Airlines process the refund. However, *** Airlines rejected our refund request. The reservation is under *** Airlines control and we discovered this issue after setting up the record for a refund. Furthermore, we contacted *** Airlines to confirm Mrs. refund eligibility. The Airline stated the record cannot be refunded and the value of $564.80, can be used as a future travel credit. *** Airlines is the merchant of record (the entity that charged the customer’s credit card) for this itinerary. We are unable to override *** Airlines (non-refundable) ticket terms. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override their processes.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.In regards to using the future travel credit the airline has taken over Mrs. flight reservation, therefore, we kindly recommend that Mrs. contact the merchant (*** Airlines) for further change or refund inquiry assistance. Due to the information provided above Expedia is unable to issue 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,
Melanie ***Corporate Correspondence Team
I used Expedia to book two separate flights before COVID-19 affected New York City and myself personally. I tested positive for COVID-19 and subsequently called Expedia to cancel my flights. Expedia informed me that they can only provided flight credit. They also informed me that if I wanted a full airline refund I would have to contact the airline directly. I contacted *** and *** Airlines and they informed me that Expedia has full control of the credit/refunds that they issue to customers who book flights via Expedia. I then call Expedia and Daniel from Expedia informed me that there is nothing they can do but give me a flight credit that will expire in approximately two years. I personally do not feel safe traveling and would like a full refund being that I do not know what my health status would be two years from now. I also do not know what traveling will be like in two years.
August 18, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number *** ) regarding multiple reservations. Our records indicate on February 17, 2020, Mr., or an authorized user of the Expedia account, self-booked a vacation package for two travelers using Expedia’s website, under itinerary ***. Travel was with *** Airlines from Newark, NJ to Key West, FL departing on August 11, 2020, and returning on August 16, 2020. The hotel portion of the booking is with *** - Adults Only, Key West, FL checking in on August 11, 2020, and checking out on August 16, 2020, for the total of $3,603.64. Our records show on May 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight reservation for two travelers using Expedia’s Mobile app, under itinerary ***. Travel was with *** Airlines departing on June 23, 2020, from New York, NY to Minneapolis, MN. We understand that Mr. is seeking a refund for canceling two flight booking's due to his extenuating circumstance.On April 22, 2020, Mr. utilized our website services to cancel the refundable hotel accommodation. Therefore, a total refund of $2,384.02, was processed back to the customers original form of payment. It may take up to 30 days’ for Mr. to receive the refund, depending on his financial institution. On June 8, 2020, Mr. contacted Expedia to re-book one passenger (***), therefore, we reissued that passengers ticket following *** change policy. We emailed the flight confirmation to the Expedia account holders address under itinerary ***. On July 28, 2020, Mr. contacted Expedia to inquire on obtaining a refund for the canceled *** flight reservation. However, *** Airlines is not permitting a refund but rather a future travel credit of $1219.62. Travel must depart within 24 months from February 17, 2020, the change fee is waived, but any difference in the price will be collected. Furthermore, Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of those providers. The flexibility policies are determined by the Airlines and we cannot override their policies. We must abide by the terms and conditions set forth by our travel providers. The *** Airlines flexibility policy states travel must be completed before July 27, 2021, the change fee will be waived, but any difference in the price will be collected under itinerary ***.Expedia’s Terms of Use which were agreed to by Mr. at the time of booking, expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On August 18, 2020, we verified both *** and *** flexibility policy which is available on each Airlines website for Mr.’s confirmation. The hyperlinks below will direct Mr. to *** and *** Airlines websites this way he may review their specific policies that Expedia must adhere to:https://www.***.com***https://www.***.com***Due to the information provided above Expedia is unable to honor Mr.’s refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: we are in the middle of a pandemic. I was diagnosed with Covid-19 and I am not sure if I will be traveling again within the two years before credit expired.
Sincerely
In January my husband and I booked a hotel stay in Rome Italy for My 16,2020 till May 23, 2020 thru Expedia.com itinerary # *** in the amount of $858.99. The expedia.com account is under my husband's name (***) while the hotel purchase was made using my credit card information (***).
Due to the lockdown situation because of COVID-19 in Italy we had to cancel our trip so on April 7th, 2020 we cancelled our hotel using a virtual agent. This is where the headache begins.
We were told that we will receive a refund so we waited for the refund a couple of months and when we didn't receive the refund we contacted Expedia.com which told us that the booking is non-refundable and we will not receive the $858.99 back.
When we insisted on a refund they offered us a voucher which they said will be emailed to ***
Today, July 28th we didn't yet receive a refund/voucher so decided to contact Expedia again and was told that there is nothing they can do, they assigned the case to the offline team which cannot be in contact with us to tell us of any update.
We are asking Expedia to refund the $858.99 for itinerary # *** which we were not able to use nor will be able to use this year due to the COVID-19 pandemic and travel restrictions between US/Europe.
Itinerary # *** included a hotel stay at *** Hotel in Rome, Italy from May 16,2020 till May 20, 2020.
It's been almost 4 months since we cancelled the reservation and are yet to hear anything from Expedia. This is very sad indeed. Couldn't think that such a reputable company would try to take money away from people in a pandemic situation without providing any service! What a shame!
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at the *** Hotel for May 16-20, 2020, with a change or cancel policy that states: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.We do confirm that on April 05, 2020, our customer canceled the booking. No refund was issued as the booking terms were that it was non-refundable.This property, which was in operation during the dates of stay, have confirmed that on non-refundable bookings, no refunds would be issued which is why our customer was offered a voucher to be used at a future date at the same property.We do show that the voucher was sent to the email address used on the reservation on June 19, 2020 and shows as active in our customer's record. If the voucher is unable to be found in the in-box we do recommend that other folders, including the spam or junk mail be checked. If it is still not found the customer will need to contact us to have a new voucher reissued.Conclusion/Resolution:We do apologize to our customer for any inconvenience or frustration that this situation may have caused.After reviewing our customer's booking and speaking with our accommodation partner, I can confirm the itinerary is not eligible for a hotel issued refund.We know that the current circumstances due to COVID-19 are unprecedented and have created challenges for many travellers. So we have worked closely with our travel partners to offer a voucher in the form of a coupon for a future trip at *** Hotel in Rome despite your booking being non-refundable.When the customer is ready to use the coupon, they only need to sign-in to their account using your registered email address and select the coupon from your account at checkout.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Expedia Customer Care TeamTell us why here...
I was searching for rooms and my card was charged. I have filed a dispute and Expedia is stating they can’t find my purchase. No one is willing to help me I never checked in to the hotel to even be charged for it.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created as a pay later reservation on June 05, 2020 via the mobile app for arrival on June 05, 2020 and departure on June 06, 2020. At the time of booking, the reservation was already in the penalty period. Custoemr care was contacted on July 05, 2020 to request a full refund of the reservation. Customer care did contact the property immediately, but unfortunatley they were unable to obtain permission to issue any credits for the reseration. It is important to note that Hotels.com is a third party intermediary assisting guests with finding different vacation needs. As a third party intermediary Hotels.com does not have any fees or cancellation policies, however we are obliged to honor the hotels specific rates and policies.We do understand that the customer has stated that they were looking at pricing through the Hotels.com site and did not booking the reservation. However, in order for a reservation to be booked the terms and conditions must be agreed to and the three digit code on the credit card must be entered before the reservation can be completed. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. Customer care was unable to obtain permission to issue any credits for this reservation. Unfortunately, we are unable to offer any type of credit for this reservation as there was no error found with the Hotels.com site.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Hotels.com Team
Complaint: ***
I am rejecting this response because: I called several times and they did not find my payment or transaction number so I need my money back.
Sincerely
Dear Revdex.com, Due to our customer's continued dissatisfaction we have thoroughly reviewed the case again. Upon review we have confirmed that our customer called our customer care on August 7, 2020. Our representative contacted the property on behalf of our customer to advocate for a waiver. We are happy to see that our customer was issued a refund of 153.15 USD to the method of payment used when booking. It can take up to two billing cycles for the refund to post. A system generated receipt was sent to the email address used when booking. Thank you for allowing us another chance to review this case. Kind regards, Jeanette B. Consumer Relations RepresentativeGlobal Customer Operations | Expedia