First time using Expedia.com. I was excited because it was recommended by a friend. Due to the Covid Virus, I decided to treat myself to a room for some peace and quiet and to get away from family and kids for one night. I needed the sleep. I picked a motel near by and made my way there. I checked in at or around 4-5pm. When I got there the staff was rude. They gave me a form with small print to fill out and I asked for help because I am hard of seeing and she refused. I went into my room and within 30 minutes, the noise started. When other doors opened and closed my room on the first floor shook. The motel was extremely noisy and the entire room continued to shake as if there were an earthquake. Needless to say could not get the rest I needed. So I left around 7:30pm. I then tried to get a refund or partial refund and Expedia refused. I am disappointed and will not use this site again.
Tried booking through Expedia for airfare and hotels, I have had the run around for two weeks now, just for my refund due to COVID-19. They are not willing to work with me. They have kept me on hold for 1hr, than they hang up, I call back, ask for supervisor, I get hung up on, three times now this has happened. ALL I WANT IS MY MONEY BACK, THAT THEY CHARGED MY ACCOUNT.
Expedia provides poor customer service and false information. We purchased a package that included air and hotel. Our flight was cancelled by the airline and instead of contacting us to discuss our options they issued us a credit. When the hotel was contacted we were told that even though the hotel reservation was non-refundable that their policy was if we proved our flight was cancelled we would receive a full refund. Expedia has refused to provide a refund even though we are well within our rights to receive a full refund for both our hotel and air based on the carrier’s policy. We have essentially paid for a service that Expedia will not provide.
I had booked a hotel room with them on December 14, 2019. I prepaid as it was cheaper that way. I got an email from the hotel saying that they cancelled my hotel. I tried to call expedia only to be hung up on since my travel date was for May. I called the hotel, The hotel says bc I booked thru expedia that they are the ones that must give me my money back. It was almost $200 I just want to know when they are going to refund it. According to the website I still have a reservation but according to the email I got today it was cancelled.
Expedia.com Response
• May 14, 2020
May 14, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a refund request for a hotel reservation.
After researching Ms.’s case we were able to see that Expedia processed a refund her itinerary *** on April 29, 2020. Ms. contacted Expedia and spoke to an agent on April 29, 2020. The refund could take up to 30 days before it appears on Ms.’s account.
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Ms.’s Expedia account. Since the refund was previously provided as requested by Ms., we ask that Ms. verify the account which was used to make the payment within the next two weeks.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel ***
Customer Correspondence Team
Customer Response
• May 14, 2020
Complaint: ***
I am rejecting this response because: I have already provided them all the information that they asked to when I was finally able to speak to someone after the hotel cancelled my stay. EXpedia was not on top of it and I had to keep providing the emails that were sent from Expedia on the behalf of the hotel.. Taking 30 days to give me my money back is not satisifactory as they did not wait 30 days when I booked it to take it.. They took it that day.. Their return should be the same
We booked a package on 1/31/20 (airfare & hotel) together. On 3/30/20 I received an email saying my flight has been cancelled and a voucher would be issued. On 4/10/20 I responded back to Expedia and cancelled my package thru the link provided. I have tried to chat with an agent via online messenger and they always say they will connect me but no one ever gets back to provide me with information on my vouchers. Itn#
Expedia.com Response
• May 27, 2020
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a round-trip fare
with *** Airlines departing Charlotte,
NC to Bridgetown, *** on April 25, 2020, and returning April 30, 2020 for two
adults. And a five night stay at the *** Collection at *** - All Inclusive in a *** room, balcony, oceanfront for two adults. We
understand Ms. is requesting a call from Expedia to provide voucher numbers
for the flight and hotel to re-book for future dates.On March 29, *** Airlines cancelled
flight operations to *** as they have temporarily discontinued service
until July 7, 2020. The flights are eligible for refund or future travel credit. *** airlines has
extended future travel to be completed by December 31, 2021. The airlines will
waive change fees, while fare difference may apply if changing the origin and
destination of the original tickets. If re-booked with the same routing and
destination, the airlines will waive the change fee, as well as fare
difference.On April 10, Expedia processed a
coupon to the account in the amount of $2,252.00. The coupon is live on the
account. New travel must be completed by May 25, 2021 for use at *** Collection at *** - All Inclusive. We have made multiple attempts to reach Ms.
to discuss whether she is willing to request a refund with *** Airlines,
or keep her future travel credit with them. Unfortunately we were unable to
reach the customer. When Ms. is ready to re-book new travel, or request
for a refund, she may call Expedia to have that processed. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
I was forced to check out of our hotel four days early. The Hotel directed me to contact Expedia for the four day refund. Since then, I have tried contacting Expedia over 100 times, even waiting on hold for 6 hours and 40 minutes one of the times. It is hard to imagine how this company is even still in business. I need this resolved ASAP but my efforts seem to be in vain.
Expedia.com Response
• May 28, 2020
May 28, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the Platinum
*** Adults Only - All-inclusive in a Suite, Round Bed (Honeymoon)
room for two adults. We understand Mr. is
requesting a refund for four nights as he was forced to check -out early.Expedia has
confirmed that the hotel charged for the full stay. We advocated on behalf of
Mr. for a refund of the four nights, however the office to approve the
refund was not available. They have advised the office will be open June 1. An Expedia
representative will contact Mr. via email or phone when we reach the hotels
office on June 1.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Itinerary *** with *** and *** had trip booked with flights and rental car for the dates of 04-18-20 thru 04-25-20 - we had to cancel due to not being able to travel because of COVID19 and we did not receive a credit to apply for future travel or a refund. We have been trying to rebook this with the credit and it does not apply for us so the agency is not crediting or refunding. 988.79 is the total we should have coming.
Expedia.com Response
• May 27, 2020
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined-one way fare with *** and
*** Airlines departing Appleton, WI to Tucson, AZ on April 18, 2020, and
returning April 25, 2020 for two adults. And a car rental with *** for a Midsize SUV. We understand Ms. is requesting a refund or future
credit.On April
25, Ms., or an authorized user of the Expedia account called to
inquire about using the travel credit with *** and *** airlines. The
flights have been changed to depart September 5, 2020, and return September 12,
2020. On March
24, 2020, the car reservation had been processed for refund in the amount of $241.97
via the Expedia website. The refund was completed on April 11.No further
action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had 2 flights this month. First Chicago to San Diego on april 22nd and Chicago to Toronto on April 30th. I've been calling them for over a month to get help canceling my flights. They are. Ot answering there calls. For the flights to Toronto I was able to cancel my flight but only received a partial money back. And for my flight to San Diego I havent been able to talk to them. Please help me
Expedia.com Response
• May 28, 2020
May 28, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mr. ***, Revdex.com case number ***
regarding a refund. We understand that Mr. would like a refund and would like someone to call
him. Our records indicate on January 18, 2020, Mr.
an authorized user of the Expedia account self-booked two combined one way
flights, the departure flight was on *** Airlines departing on April 22,
2020 from Chicago, IL to San Diego, CA and
returning on *** Airlines on April 27, 2020 via ***We can confirm on April 15, 2020, the customer called to cancel and requested a
refund due to schedule change. Our
representative submitted the record for refund to *** Airlines. The refund was issued by *** Airline to
the original VISA card ending in ***After further review on May 28, 2020,
Expedia was able to review the *** Airline record. Each ticket shows that it has been refunded $122.80. The return flight was on *** Airlines,
which is a low cost carrier. The customer must go to ***’s website or call
1-*** 8:00am - 8:00pm ET M-F.On February 15, 2020, Mr. an authorized user of the Expedia account
self-booked two combined one way flights, on *** departing on April 30,
2020 from Chicago, IL to Toronto, ON, Canada and returning on May 3, 2020 via ***On April 10, 2020, ***
record shows the outbound flight reservation was cancelled via electronic communication
on April 10, 2020 and a future flight credit of $110.08 applies for each ticket. *** record shows the return flight
reservation was cancelled via electronic communication on April 10, 2020 and a future
flight credit of $127.45 for each ticket.After further review of itinerary *** on May 28, 2020, there are no notes or
documented calls on the Expedia account in regard to cancelling this
reservation. *** COVID19 policy is
as follows: Flight credit valid for 24 months from
cancellation/schedule change date. Upon rebooking change fee will be waived, any residual value will be
lost, add/collect applies if new fare is higher, and apply waiver code to
ticket endorsement field.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policiesExpedia has
inbound call center with highly trained representatives. Mr. can call our Customer
Service Department at 877-*** to exchange his tickets or discuss his
cancellations.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines, *** and *** were
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
My husband and I booked a trip to the Bahamas through Expedia for March 18-23 which we were extremely excited for. As our trip was approaching, we began monitoring the news & hearing about the Corona-virus Pandemic (COVID-19). We were also were blessed to find out that I was expecting and it became increasingly clear that it would be a danger to myself and my unborn child to travel during these strange times.
I attempted to call Expedia starting about 3 weeks before my scheduled trip. I called everyday and it was a terrible experience where was placed on 4-5 hour long holds (numerous times) just to finally get a hold of a representative and when they would pick up I would immediately be hung up on. I would also go on the website which was having so many technical difficulties that nothing productive could be done. I even went so far as to go on their social media outlet and to my surprise I saw hundreds if not thousands of complaints from consumers just like me. I am typically a very patient person and don’t mind long wait times. I also understand the severity of this situation and tried to give Expedia the benefit of the doubt, but to be so patient and wait and then to be hung up on? That was something even, in my patience I was not comfortable with. I then went so far as to reach out to the airline I was flying with for this specific trip. I was offered a refund but was informed that since I booked through Expedia the refund would have to be issued by them.
Two different members of my family had also booked the same “non refundable trip” as me at the same exact time and much to their luck they received a refund just by going on the Expedia website and clicking a few buttons. I, on the other hand, was not so lucky. The inconsistency I have endured with Expedia is not fair and as a loyal customer who had made a purchase totaling $2924.35 I will forever remember how this was handled. I made every attempt to get a hold of this business and to be an exemplary customer. These are not circumstances that could be foreseen and definitely not the normal kinds of issues that come up during someone’s travel plans. With times as troubling as these and people losing their jobs and businesses going out of business I only hope that Expedia will step up and take care of their loyal customers.
Expedia.com Response
• May 28, 2020
May 28, 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 *** regarding a refund. We understand that Ms. would like a full
refund.Our records indicate on January 15, 2020, Ms. an
authorized user of the Expedia account self-booked two round trip flights on
*** Airlines departing on March 18, 2020 from Los Angeles, CA to Nassau,
Bahamas and returning on March 23, 2020, with a five night stay at *** - All Inclusive and *** Shuttle Service via ***.We can confirm on February 20, 2020, the customer called to check the policy for cancelling the entire reservation. Our representative advised the cancellation rules
according to the policies. The customer
advised that she would call back later after confirming with her doctor.After further review on May 28, 2020, Expedia has been able to confirm the ***
Airline tickets were non-refundable in case of cancel or no show. The hotel reservation was also non-refundable.
Expedia confirms a refund of $65.60 was issued on March 12, 2020 for the ***
Shuttle Service.
Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor any other refund amount. We thank you for allowing us the opportunity to address the issue that
was brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-D*** Corporate Correspondence Team
Customer Response
• May 28, 2020
Complaint: ***
I am rejecting this response because: the company has since issued a full refund
Cancelled Hotel reservation at *** Marathon, Fl. They closed the highway and had to cancel. Expedia stated I would be getting my full refund. Have not recieved it and cannot get ahold of Expedia through any means. Itinerary number
Expedia.com Response
• May 29, 2020
May 29, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) regarding her hotel reservation. We understand the
customer is requesting a full refund of the hotel booking due to COVID-19. Our
records indicate, on April 5, 2020, the customer, or an authorized user of the
Expedia account, self-cancelled the booking. As at the time of cancellation the
booking was already inside of penalty, a partial refund of $217.69 was issued back
to the customer’s original form of payment.
On April
6, 2020, Expedia spoke with the hotel and obtained a waiver of the cancellation
penalty. On the same day, we processed a refund of the remaining $217.70 back
to the customer’s original for of payment. Upon
review, both refunds were successfully processed by the customer’s bank on
April 20th and April 21st respectively. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
I purchased airline tickets for a trip April 27-May 2nd. Instead of getting refund on my purchase, I got emails telling my trip was cancelled and at some point I would receive airline credit. I do not want airline credit, I want my money refunded. I understand the situation right now with Covid-19 and our flights being cancelled however, there is no way to reach Expedia, any calls I have made are hung up on, and any attempts to chat only allow me to cancel my trip - with no refund, or reschedule my trip - with no refund for the trip I had scheduled. While I do understand Expedia is overwhelmed with customer calls right now, the options for those trying to reach Expedia are unacceptable - they took my money for a trip and offer no attempt to refund. Is it possible to file a class action lawsuit against Expedia? My trip cost was over $1000.
Expedia.com Response
• May 28, 2020
May 28, 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 ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a refund of $1004.25
for the flights. Our records indicate on January 9, 2020, Mr. *** or an authorized user of
the Expedia account self-booked three combined one way flights, the departure
flight was on *** Airlines departing on April 27, 2020 from Boston, MA to Providenciales,
Turks and Caicos and returning on *** Airline on May 2, 2020 via ***We can confirm on April 17, 2020, the reservation
was requested to be cancelled. *** Airlines issued three refunds for
$117.00 per ticket to Mastercard ending *** for a total refund of $351.00. *** Airlines issued three refunds in the
amount of $215.85 for a total refund of $647.55.After further review on May 28, 2020,
Expedia reviewed the airline records and confirms the refunds were issued on
April 17, 2020. *** Airline issued a
refund for $351.00 and the *** Airline refund was issued for $647.55. The refund shall appear on the Mastercard ending
***Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above we are not able to honor your
request for a refund. We thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I booked a non-refundable room through Expedia (Itinerary #: ***, May 21, 2020 - May 26, 2020. Confirmation ***). On 4/14 the Parent company of the Hotel Alda confirmed that because of Covid-19, several of their properties, including the Alda, were temporarily closed (no reopen date was specified). The company advised me that day, as well as on 4/15, to contact Expedia for a refund, given that I made the reservation with them. I tried innumerable times, to no avail, both on their website and their phone assistance line to cancel and be guaranteed a refund because of this particular circumstance (closing of hotel). I then proceeded with the cancellation but was advised by Expedia that I would get no refund.
Expedia.com Response
• May 28, 2020
May 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Ms. (Revdex.com complaint # ***) regarding a hotel reservation refund request.
Ms. previously contacted Expedia requesting a refund. On May 18, 2020 we contacted the hotel and they authorized a full refund for the hotel reservation. The manager at the hotel mentioned they did not charge the customer any amount. The same day Expedia processed a refund back to the original form of payments that were used to pay. Ms. should receive the funds in his account within 30 days. We remind Ms. this refund was approved by the hotel due to the ongoing pandemic. In the future if the hotel does not approve a refund no amount will be refunded.
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 so we may assist.
Sincerely,
Daniel *** Corporate Correspondence Team
We had a flight, booked as a package on Expedia, on April 4th, 2020. Due to Covid-19, *** cancelled our flight and Expedia issued us a travel credit. We called Expedia multiple times, after waiting on hold for 4 hrs the line would be disconnected. Once we finally got to speak to someone and asked for a refund, they stated that the policy of *** did not allow for a refund and only a travel credit could be applied. We asked that they call *** and request for a refund to be authorized. Expedia than told us that we could get a refund but cancellation policies would still apply which totaled over $900 per person. According to the Department of Transportation, due to the pandemic and airlines cancelling flights, passengers are entitled to a full refund not just a travel credit. We filed a compliant with the Department of Transportation once *** stated that only a travel credit would be given. On April 14th, *** sent an email authorizing a full refund for our tickets. They stated that a message updating this authorization was sent to Expedia and we could contact them to complete the process for a full refund. When we called Expedia, they stated that there was no note on their end and that the policies of *** had not changed and therefore could not issue a refund. They stated that they had emailed *** to follow up. On April 15th, they emailed me to say that *** did not authorize a refund and the travel credit would remain. We called *** who stated that they were giving out full refunds and that Expedia should be able to see their updated policy and give them a call to get the authorization. We called Expedia again and continue to get the run around, stating that they can't do anything about our tickets and can only issue a travel credit. We asked to speak to a supervisor and after waiting for over an hour the representative told us that he would transfer the call and hung up. We have proof from *** authorizing the full refund.
Expedia.com Response
• May 29, 2020
May 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mr. ***, Revdex.com
case number *** regarding a refund. We understand that Mr. would like a refund of 2784.08 for the flights. Our records indicate on March 3, 2020, Mr. or an authorized user of the Expedia account self-booked two
round trip flights on *** departing on April 4, 2020 from Chicago, IL to Mahebourg,
Mauritius and returning April 11, 2020, with a five night stay at Heritage
Awali *** – All Inclusive and *** Shuttle Service via ***We can confirm on April 4, 2020, the customer
called and was asking to get refund as she has been advised of a refund by the
airline through e mail. Our representative
advised that the policy states any and all refunds are going to face regular
policies for refund as per fare rules. The customer declined and stated she would keep credit.On April 14, 2020, the customer called and advised she needs to get a
refund since Airline offered her a full refund. Our representative tried to call the airline, but they were closed. On April
15, 2020, one of our representatives noted the flights
are passed dated. The customer has
already received an airline credit. The customer will not be able to use the credit and wants a refund. As
per the airline they allow refund but no waiver code. Our representative
advised the customer that we will be checking on a possible refund option. On May 6, 2020, Expedia received a direct email from ***
asking us to complete the attachment for the refund request.After further review on May 29, 2020, Expedia reviewed the *** record and the customer requested a cancellation via electronic communication
on April 1, 2020. The *** record
states a future flight credit of $1360.75 is applicable for each ticket. Expedia
emailed *** asking if they will allow a refund for the flight since the
flights were changed to unconfirmed on March 24, 2020, instead of the future travel
credit that has been applied to the record. *** created case number ***
for the email we sent.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 01, 2020
Complaint: ***
I am rejecting this response because after countless times of calling Expedia, speaking to managers and having email confirmation from *** that they approved a full refund, Expedia stopped communication on April 15h. The last time we contacted them, they stated that they were waiting for *** to issue waiver codes to issue the refund and that they would get back to us as soon as they heard back from ***. On April 22nd, we emailed Expedia with another confirmation that we had received from *** regarding the authorization of the full refund for our tickets-NOT TRAVEL VOUCHERS. We asked for an update from Expedia and received no response. It is June 1st and we still have not had any contact with Expedia to give us an update on our case or the refund aside from this message from the Better Business Bereau. According to this message, *** created case number *** for the email we sent. What was the outcome of this case? Has the refund been processed? Expedia has not contacted us since April 15th or responded to our messages.
Sincerely
Expedia.com Response
• Jun 03, 2020
June 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal from Mr.
***. We regret to hear Mr. did not
accept our response.
We are again responding to Mr. complaint regarding a refund instead of the airline credit/voucher. We understand that Mr. is requesting that Expedia issue a refund for the flight
reservation. Expedia
has reviewed the details of the previous cases, we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Expedia advised in the last Revdex.com complaint
dated May 29, 2020, that we emailed *** per their request about the
refund. We have not received any
notification back from *** as yet. Expedia
has been able to verify the ticket status is refund, we’ve emailed ***
again asking for more details. Expedia will
only be able to issue the refund once Emirate advises on the reference case *** and
actual refund check status to Expedia.
We apologize for the inconvenience of this
situation but the COVID19 issue with the airlines has caused and created a lot
of delays.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Purchased round trip airline tickets through Expedia (itinerary # ***). Expedia cancelled airline flight reservation through *** (confirmation # ***). Notification through US Department of Transportation of enforcement notice that passengers should be refunded promptly when their scheduled flights are canceled or significantly delayed. Expedia refusing to give refund airline ticket price.
Expedia.com Response
• May 29, 2020
May 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.Expedia is responding to the consumer complaint
from Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs.
*** would
like a refund for the flight reservation. Our records indicate on March 13, 2020, Mr. *** or an authorized user of the Expedia
account self-booked three round trip flights on *** Airlines, departing on
March 19, 2020 from Houston, TX to Honolulu, HI returning on March 22, 2020 along
with a three day rental car with ***, the Collision Damage Plan and the
Flight Protection Plan via ***.
We can confirm
on March 16, 2020, the customer called requesting to make a
change to the car reservation. Our
representative advised we are unable to make direct
changes for car reservations and offered to cancel and rebook. The
customer was advised to cancel the insurance since it was not going to cover
new car rental reservation. Our representative
advised once cancelled just repurchase new insurance with the new itinerary. The representative cancelled and processed
the refund.On April 15, 2020, the customer flight was rescheduled for April
20, 2020 returning April 23, 2020. *** initiated the change but flight was cancelled by Expedia. Our representative called *** and was
informed that they haven't cancelled the flight. Our representative advised the customer that
*** would issue a future travel credit. The customer insisted on having a refund and asked for someone she could
speak with. The call was escalated. The customer was demanding that Expedia
refund the flight. Our representative
reviewed the details of the airline record and noted and airline schedule change
on April 6, 2020 change the to April 20, 2020. The customer stated *** advised that Expedia cancelled her
flights. Airline system shows the
schedule change from ***. After call
disconnected the agent emailed to the customer advising a refund from ***.After further review on May 29, 2020, Expedia has been able to verify that these
tickets have been refunded by ***. The customer will be able to see the refund will appear on the original card that was charged, once its issued.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines were the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mrs. agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
My husband I booked a trip on Expedia.com in August 2019 for travel May 2020 to Norway. It was for our 20th wedding anniversary. We also purchased insurance from Expedia in the form of a vacation waiver. On March 11, 2020 I began contacting Expedia with concerns about countries closing borders and how to handle the booking. Expedia has not answered the phone or an internet agent chat in over a month. *** airline canceled our Cincinnati to Norway airline tickets. Expedia has not refunded us the airfare, Expedia has not refunded the *** airfare within Norway or our hotel nights in Norway. Our refund should be over $3000. A month is plenty of time to handle a call. The vacation waiver product has this far provided no additional customer service or refund.
Expedia.com Response
• May 31, 2020
May 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her trip to
Norway. We understand the customer is requesting a refund of itineraries ***, and ***Itinerary
***:Our
records indicate that on April 28, 2020, Ms. contacted Expedia via
chat and requested to cancel her flight with *** and hotel booking with *** Hotel *** for a full refund. The customer was advised that
*** doesn’t allow refunds and the flight can be cancelled for a full credit
with the airline. With the customer’s authorization to proceed, Expedia
cancelled the flight for a full credit with ***. As far as the hotel portion
goes, Expedia contacted the hotel for a waiver of the nonrefundable policy, but
wasn’t able to reach anyone. On April 28, 2020, Expedia issued a full refund of
the hotel in the amount of $695.71 back to the original form of payment using
the customer’s Vacation Waiver. Itinerary
***:Upon
review, on March 13, 2020, the customer, or an authorized user of the Expedia
account, self-cancelled the hotel portion of the booking for a full refund of $964.24.
On April 28, 2020, Expedia issued a full refund of $2,017.04 of the *** flight
back to the original form of payment. Itinerary
***:On
May 7, 2020, Expedia issued a full refund of the hotel booking with *** Airport Hotel, ***, Ullensaker, Norway, for a full refund of $141.21
back to the original form of payment. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
SEE BELOW FROM *** AIRLINES. My father passed away and thus *** Airlines granted us a refund for our flight tickets. For myself and my wife. *** sent this refund check to *** with the understanding they are to pass that refund on to us (see below from ***). I have over 30 emails and phone calls into *** over the last 30 days. No one will write us or call us back. Can you please help us!? Thank you. --***
January 20, 2020
PASSENGER: ***(S): *** REQUEST ID:*** Dear ***i:
We know losing a loved one is never easy, so on behalf of our *** family please accept our condolences. To help you focus on matters close to your heart, we’ve gone ahead and refunded your ticket.
Please stay in touch with your travel agent. We’re sending a refund check directly to the travel agency that issued your ticket, and they’ll be able to give you information about your refund.
Thanks for flying with us! We look forward to welcoming you on board soon.
Sincerely,
*** Refunds
Check Refund Status
FAX:
Expedia.com Response
• May 30, 2020
May 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr. ***i
(Revdex.com case number ***) regarding his flight reservation. We understand the
customer is requesting a refund of the booking.Upon research, we are unable to locate an itinerary associated with Mr. complaint. We respectfully request that Mr. provides us with the
itinerary number he is referring to. The requested information will enable us
to appropriately address the customer’s concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana W Corporate Correspondence Team
Expedia will not connect you to an agent unless ypu travel within 72 hours. I need to cancel a hotel by June 30 to get a full refund. This cannot be cancelled via their online system. If I must to wait Till August, within 72 hours, I will have missed my opportunity to receive my $900.00 refund. They must take calls from all travelers who have purchased goods through their online system,;9 ,after the departure date.
Expedia.com Response
• Apr 30, 2020
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer created a booking under itinerary *** on January 1st of
2020. This booking was created as a non-refundable booking. The customer is requesting a full refund in the amount of 887.19 USD. According to our records, this booking was canceled on April
20th of 2020 and a full refund was issued in the amount of 887.19 USD.
Unfortunately, due to the unprecedented volume of travel disruptions, refunds
may take up to 30 days to process.We apologize for the delayed response in regard to this
request. Thank you for bringing this matter to our attention and allowing
us a chance for resolution. Thank you, Kyle B. Customer Relations Specialist
I purchased a bundle travel package from Milan to Rome for May 2020 for myself and my wife. I was informed by Expedia via email on 4/9/20 that the airline cancelled our flight and that Expedia had issued us an airline credit. They did not confer with me regarding my options which would have included a full refund. Per the US Dept. of Transportation's enforcement notice (see https://www.transportation.gov/briefing-room/us-department-transportation-issues...⇄ , a passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline. I responded via email to Expedia on April 12th, that I would like a full refund of the flight--not an airline credit. Expedia has been unresponsive to our request. They are also unreachable by phone since unless your travel is within 72 hours you cannot be connected to a representative. Prior to the cancellation of the flight, Expedia (i.e. representative Jay) informed me via email on 2/25/20 of the following: " Please take note that the hotel will refund only bookings from areas where the close of airports has been decreed and areas that Italian and Chinese government have declared restricted zone." In order to get the refund you must send them the copy of your ticket flight that proves you cannot show up in the hotel anymore or that you are from restricted zone." I emailed Expedia on 4/14 to request a refund since we had met the hotel's cancellation policy because our flight was cancelled AND we would have come from Milan's restricted zone due to COVID-19. Expedia responded via email on 4/14 that they had denied our request for a refund for the hotel stay.
In both instances, we have met the criteria for a refund for both our air and hotel stay. However, Expedia refuses to honor the carrier's policies and issue a refund.
Expedia.com Response
• May 28, 2020
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***. *** (Revdex.com case
number ***) regarding a packaged reservation. Our records reflect a multi-city fare with *** departing Bergamo, Italy on
May 29, 2020, and departing Rome, Italy to Milan, Italy on May 30, 2020 for two
adults. And a one night stay at the ***, checking
in May 29, 2020 in an Economy Room for two adults. We understand Mr. is
requesting a refund. On May 24, 2020, Mr. or an authorized user of the Expedia account called
to inquire on a refund for the flight and hotel. An Expedia representative
assisted in initiating a refund for the flights with ***. The refund will
be processed by the airline directly. The refund time-frame varies based on the
airline and Mr.’s credit card company. We have advocated a refund request with the ***,
unfortunately they have not agreed to a refund. They have offered to allow changes
without penalty valid until May 29, 2021. Expedia has contacted Mr. to
ask if he would like to re-book for a future date, however the customer has
advised he will not travel to Italy and requested credit to be used directly
with Expedia. We have issued in-house credit for $100.00 valid to re-book new
travel until May 28, 2021. Mr. has received an email with information on how to redeem the Expedia
in-house credit. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Michael *** Corporate Correspondence Team
I received notification from Expedia that my flight has been canceled and I was issued an airline credit. I booked a vacation package which included flights, hotel and airport transfers; therefore, I do not want a credit, because what good is an airline credit when I booked an entire vacation package. I want a FULL refund, which I am legally entitled to according to the U.S. Department of Transportation, which states the following:
“If your flight is cancelled and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation – even for non-refundable tickets. You are also entitled to a refund for any bag fee that you paid, and any extras you may have purchased, such as a seat assignment.”
I did NOT cancel my flight; therefore, I want a FULL REFUND for my flight, hotel and airport transfers immediately. I DO NOT WANT A CREDIT.
The airline confirmed that I am entitled to a FULL REFUND but it must be given by Expedia because I booked through them. The hotel I booked is also offering FULL REFUNDS but again, they said the refund must be submitted by Expedia.
I have tried calling Expedia a thousand times only to be told from an automated message that I cannot speak to an agent because I am not traveling within 72 hours. I should not have to wait to receive my money for a trip that was canceled involuntarily and allow your company to keep my money INTEREST FREE for the next 4 months.
PLEASE DO NOT RESPOND TO MY COMPLAINT WITH THE SAME GENERIC EXCUSE ABOUT THE COVID-19 that you have be given to everyone else.
I want a FULL REFUND TODAY as I am legally entitled to a refund. I DO NOT WANT A CREDIT!!
Expedia.com Response
• May 28, 2020
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a round-trip fare with *** Airlines
departing Philadelphia,
PA to Amsterdam, Netherlands on September 24, 2020, and returning September 29,
2020 for two adults. And a four night stay at the *** in a Standard Room. And a
round-trip shuttle service with *** We understand Ms. is requesting a full refund of the package.On May 25,
Expedia processed a refund for the flights in the amount of $1094.08 as ***
Airlines cancelled flight operations for the outbound and inbound flights,
making the tickets eligible for refund. Refunds may take 30 business days to
reflect to the original form of payment.As per the provisions related to Covid-19,
if the customer does not cancel a hotel or reservation by the
required deadline (due to the fact they are unable to travel to the merchant
because of a travel restriction or because the customer chooses not to travel)
and the customer is charged for a no-show or a prepayment transaction, it is
the merchant’s refund policy that will prevail. If the customer did cancel the
reservation, Expedia’s refund policy will be enforced as was agreed to at the
time of booking, which is non-refundable. Due to the
information provided, Expedia is unable to provide a refund for the hotel and
shuttle voucher. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a vacation to the Dominican Republic during the dates of 3\13-3/19. The Dominican president started talking about closing the boarders due to COVID-19. My family and I left DR 2 days early. I was unable to get ahold of Expedia to change my reservations or get any help at all. The Expedia agent at my resort was also unable to contact Expedia. I am looking to get a refund for the 2 nights we missed at our hotel (***). I attempt to contact Expedia for weeks. I did get through once after being on hold for 3 hours and was told I would have an email with results within 48 hours. I never received the email. I then got ahold of Expedia 4/12 and was told the same thing. I did get an email stating they would not refund our money. I have friends that booked through hotels.com which I believe is the same company as Expedia. They received a refund. I am looking for the same.
Expedia.com Response
• May 14, 2020
May 14, 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 Revdex.com *** regarding a refund. We understand that Ms. would like a full refund for two days of the hotel reservation since she left early due to the airport closing.
Our records indicate on March 7, 2020, Ms. or an authorized user of the Expedia account self-booked three round trip flights on *** departing on March 13, 2020 from Buffalo, N to Punta Cana, Dominican Republic and returning on March 19, 2020 along with a six night hotel stay at *** - All Inclusive via ***.
We can confirm on March 20, 2020, the customer called advising she was unable to use her return trip since she returned early and booked a new flight. She advised that she could not get in contact with Expedia to change her booking. Our representative reviewed the airline policy and the policy states the customer could receive a credit and the change fee would have been waived.
On April 14, 2020, the customer called and advised she checked out of the hotel earlier than expected because of COVID19. They had to leave before the airport closed. Our representative called the hotel for a waiver and was asked to call back.
After further review on May 14, 2020, Expedia reviewed the customer account and contacted the hotel and they authorized Expedia to issue a refund for the last two nights of the reservation. Expedia issued a refund for two nights for a total of $478.83 to the original card charged. The refund will appear within the next 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Ms. agreed to our
Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Customer Response
• May 14, 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.
First time using Expedia.com. I was excited because it was recommended by a friend. Due to the Covid Virus, I decided to treat myself to a room for some peace and quiet and to get away from family and kids for one night. I needed the sleep. I picked a motel near by and made my way there. I checked in at or around 4-5pm. When I got there the staff was rude. They gave me a form with small print to fill out and I asked for help because I am hard of seeing and she refused. I went into my room and within 30 minutes, the noise started. When other doors opened and closed my room on the first floor shook. The motel was extremely noisy and the entire room continued to shake as if there were an earthquake. Needless to say could not get the rest I needed. So I left around 7:30pm. I then tried to get a refund or partial refund and Expedia refused. I am disappointed and will not use this site again.
Tried booking through Expedia for airfare and hotels, I have had the run around for two weeks now, just for my refund due to COVID-19. They are not willing to work with me. They have kept me on hold for 1hr, than they hang up, I call back, ask for supervisor, I get hung up on, three times now this has happened. ALL I WANT IS MY MONEY BACK, THAT THEY CHARGED MY ACCOUNT.
Expedia provides poor customer service and false information. We purchased a package that included air and hotel. Our flight was cancelled by the airline and instead of contacting us to discuss our options they issued us a credit. When the hotel was contacted we were told that even though the hotel reservation was non-refundable that their policy was if we proved our flight was cancelled we would receive a full refund. Expedia has refused to provide a refund even though we are well within our rights to receive a full refund for both our hotel and air based on the carrier’s policy. We have essentially paid for a service that Expedia will not provide.
I had booked a hotel room with them on December 14, 2019. I prepaid as it was cheaper that way. I got an email from the hotel saying that they cancelled my hotel. I tried to call expedia only to be hung up on since my travel date was for May. I called the hotel, The hotel says bc I booked thru expedia that they are the ones that must give me my money back. It was almost $200 I just want to know when they are going to refund it. According to the website I still have a reservation but according to the email I got today it was cancelled.
May 14, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a refund request for a hotel reservation.
After researching Ms.’s case we were able to see that Expedia processed a refund her itinerary *** on April 29, 2020. Ms. contacted Expedia and spoke to an agent on April 29, 2020. The refund could take up to 30 days before it appears on Ms.’s account.
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Ms.’s Expedia account. Since the refund was previously provided as requested by Ms., we ask that Ms. verify the account which was used to make the payment within the next two weeks.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel ***
Customer Correspondence Team
Complaint: ***
I am rejecting this response because: I have already provided them all the information that they asked to when I was finally able to speak to someone after the hotel cancelled my stay. EXpedia was not on top of it and I had to keep providing the emails that were sent from Expedia on the behalf of the hotel.. Taking 30 days to give me my money back is not satisifactory as they did not wait 30 days when I booked it to take it.. They took it that day.. Their return should be the same
Sincerely
We booked a package on 1/31/20 (airfare & hotel) together. On 3/30/20 I received an email saying my flight has been cancelled and a voucher would be issued. On 4/10/20 I responded back to Expedia and cancelled my package thru the link provided. I have tried to chat with an agent via online messenger and they always say they will connect me but no one ever gets back to provide me with information on my vouchers. Itn#
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a round-trip fare
with *** Airlines departing Charlotte,
NC to Bridgetown, *** on April 25, 2020, and returning April 30, 2020 for two
adults. And a five night stay at the *** Collection at *** - All Inclusive in a *** room, balcony, oceanfront for two adults. We
understand Ms. is requesting a call from Expedia to provide voucher numbers
for the flight and hotel to re-book for future dates.On March 29, *** Airlines cancelled
flight operations to *** as they have temporarily discontinued service
until July 7, 2020. The flights are eligible for refund or future travel credit. *** airlines has
extended future travel to be completed by December 31, 2021. The airlines will
waive change fees, while fare difference may apply if changing the origin and
destination of the original tickets. If re-booked with the same routing and
destination, the airlines will waive the change fee, as well as fare
difference.On April 10, Expedia processed a
coupon to the account in the amount of $2,252.00. The coupon is live on the
account. New travel must be completed by May 25, 2021 for use at *** Collection at *** - All Inclusive. We have made multiple attempts to reach Ms.
to discuss whether she is willing to request a refund with *** Airlines,
or keep her future travel credit with them. Unfortunately we were unable to
reach the customer. When Ms. is ready to re-book new travel, or request
for a refund, she may call Expedia to have that processed. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
I was forced to check out of our hotel four days early. The Hotel directed me to contact Expedia for the four day refund. Since then, I have tried contacting Expedia over 100 times, even waiting on hold for 6 hours and 40 minutes one of the times. It is hard to imagine how this company is even still in business. I need this resolved ASAP but my efforts seem to be in vain.
May 28, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a seven night stay at the Platinum
*** Adults Only - All-inclusive in a Suite, Round Bed (Honeymoon)
room for two adults. We understand Mr. is
requesting a refund for four nights as he was forced to check -out early.Expedia has
confirmed that the hotel charged for the full stay. We advocated on behalf of
Mr. for a refund of the four nights, however the office to approve the
refund was not available. They have advised the office will be open June 1. An Expedia
representative will contact Mr. via email or phone when we reach the hotels
office on June 1.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Itinerary *** with *** and *** had trip booked with flights and rental car for the dates of 04-18-20 thru 04-25-20 - we had to cancel due to not being able to travel because of COVID19 and we did not receive a credit to apply for future travel or a refund. We have been trying to rebook this with the credit and it does not apply for us so the agency is not crediting or refunding. 988.79 is the total we should have coming.
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined-one way fare with *** and
*** Airlines departing Appleton, WI to Tucson, AZ on April 18, 2020, and
returning April 25, 2020 for two adults. And a car rental with *** for a Midsize SUV. We understand Ms. is requesting a refund or future
credit.On April
25, Ms., or an authorized user of the Expedia account called to
inquire about using the travel credit with *** and *** airlines. The
flights have been changed to depart September 5, 2020, and return September 12,
2020. On March
24, 2020, the car reservation had been processed for refund in the amount of $241.97
via the Expedia website. The refund was completed on April 11.No further
action has been taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had 2 flights this month. First Chicago to San Diego on april 22nd and Chicago to Toronto on April 30th. I've been calling them for over a month to get help canceling my flights. They are. Ot answering there calls. For the flights to Toronto I was able to cancel my flight but only received a partial money back. And for my flight to San Diego I havent been able to talk to them. Please help me
May 28, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mr. ***, Revdex.com case number ***
regarding a refund. We understand that Mr. would like a refund and would like someone to call
him. Our records indicate on January 18, 2020, Mr.
an authorized user of the Expedia account self-booked two combined one way
flights, the departure flight was on *** Airlines departing on April 22,
2020 from Chicago, IL to San Diego, CA and
returning on *** Airlines on April 27, 2020 via ***We can confirm on April 15, 2020, the customer called to cancel and requested a
refund due to schedule change. Our
representative submitted the record for refund to *** Airlines. The refund was issued by *** Airline to
the original VISA card ending in ***After further review on May 28, 2020,
Expedia was able to review the *** Airline record. Each ticket shows that it has been refunded $122.80. The return flight was on *** Airlines,
which is a low cost carrier. The customer must go to ***’s website or call
1-*** 8:00am - 8:00pm ET M-F.On February 15, 2020, Mr. an authorized user of the Expedia account
self-booked two combined one way flights, on *** departing on April 30,
2020 from Chicago, IL to Toronto, ON, Canada and returning on May 3, 2020 via ***On April 10, 2020, ***
record shows the outbound flight reservation was cancelled via electronic communication
on April 10, 2020 and a future flight credit of $110.08 applies for each ticket. *** record shows the return flight
reservation was cancelled via electronic communication on April 10, 2020 and a future
flight credit of $127.45 for each ticket.After further review of itinerary *** on May 28, 2020, there are no notes or
documented calls on the Expedia account in regard to cancelling this
reservation. *** COVID19 policy is
as follows: Flight credit valid for 24 months from
cancellation/schedule change date. Upon rebooking change fee will be waived, any residual value will be
lost, add/collect applies if new fare is higher, and apply waiver code to
ticket endorsement field.We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policiesExpedia has
inbound call center with highly trained representatives. Mr. can call our Customer
Service Department at 877-*** to exchange his tickets or discuss his
cancellations.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines, *** and *** were
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
My husband and I booked a trip to the Bahamas through Expedia for March 18-23 which we were extremely excited for. As our trip was approaching, we began monitoring the news & hearing about the Corona-virus Pandemic (COVID-19). We were also were blessed to find out that I was expecting and it became increasingly clear that it would be a danger to myself and my unborn child to travel during these strange times.
I attempted to call Expedia starting about 3 weeks before my scheduled trip. I called everyday and it was a terrible experience where was placed on 4-5 hour long holds (numerous times) just to finally get a hold of a representative and when they would pick up I would immediately be hung up on. I would also go on the website which was having so many technical difficulties that nothing productive could be done. I even went so far as to go on their social media outlet and to my surprise I saw hundreds if not thousands of complaints from consumers just like me. I am typically a very patient person and don’t mind long wait times. I also understand the severity of this situation and tried to give Expedia the benefit of the doubt, but to be so patient and wait and then to be hung up on? That was something even, in my patience I was not comfortable with. I then went so far as to reach out to the airline I was flying with for this specific trip. I was offered a refund but was informed that since I booked through Expedia the refund would have to be issued by them.
Two different members of my family had also booked the same “non refundable trip” as me at the same exact time and much to their luck they received a refund just by going on the Expedia website and clicking a few buttons. I, on the other hand, was not so lucky. The inconsistency I have endured with Expedia is not fair and as a loyal customer who had made a purchase totaling $2924.35 I will forever remember how this was handled. I made every attempt to get a hold of this business and to be an exemplary customer. These are not circumstances that could be foreseen and definitely not the normal kinds of issues that come up during someone’s travel plans. With times as troubling as these and people losing their jobs and businesses going out of business I only hope that Expedia will step up and take care of their loyal customers.
May 28, 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 *** regarding a refund. We understand that Ms. would like a full
refund.Our records indicate on January 15, 2020, Ms. an
authorized user of the Expedia account self-booked two round trip flights on
*** Airlines departing on March 18, 2020 from Los Angeles, CA to Nassau,
Bahamas and returning on March 23, 2020, with a five night stay at *** - All Inclusive and *** Shuttle Service via ***.We can confirm on February 20, 2020, the customer called to check the policy for cancelling the entire reservation. Our representative advised the cancellation rules
according to the policies. The customer
advised that she would call back later after confirming with her doctor.After further review on May 28, 2020, Expedia has been able to confirm the ***
Airline tickets were non-refundable in case of cancel or no show. The hotel reservation was also non-refundable.
Expedia confirms a refund of $65.60 was issued on March 12, 2020 for the ***
Shuttle Service.
Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above
we are not able to honor any other refund amount. We thank you for allowing us the opportunity to address the issue that
was brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely, Di-D*** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: the company has since issued a full refund
Sincerely
Cancelled Hotel reservation at *** Marathon, Fl. They closed the highway and had to cancel. Expedia stated I would be getting my full refund. Have not recieved it and cannot get ahold of Expedia through any means. Itinerary number
May 29, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) regarding her hotel reservation. We understand the
customer is requesting a full refund of the hotel booking due to COVID-19. Our
records indicate, on April 5, 2020, the customer, or an authorized user of the
Expedia account, self-cancelled the booking. As at the time of cancellation the
booking was already inside of penalty, a partial refund of $217.69 was issued back
to the customer’s original form of payment.
On April
6, 2020, Expedia spoke with the hotel and obtained a waiver of the cancellation
penalty. On the same day, we processed a refund of the remaining $217.70 back
to the customer’s original for of payment. Upon
review, both refunds were successfully processed by the customer’s bank on
April 20th and April 21st respectively. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
I purchased airline tickets for a trip April 27-May 2nd. Instead of getting refund on my purchase, I got emails telling my trip was cancelled and at some point I would receive airline credit. I do not want airline credit, I want my money refunded. I understand the situation right now with Covid-19 and our flights being cancelled however, there is no way to reach Expedia, any calls I have made are hung up on, and any attempts to chat only allow me to cancel my trip - with no refund, or reschedule my trip - with no refund for the trip I had scheduled. While I do understand Expedia is overwhelmed with customer calls right now, the options for those trying to reach Expedia are unacceptable - they took my money for a trip and offer no attempt to refund. Is it possible to file a class action lawsuit against Expedia? My trip cost was over $1000.
May 28, 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 ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a refund of $1004.25
for the flights. Our records indicate on January 9, 2020, Mr. *** or an authorized user of
the Expedia account self-booked three combined one way flights, the departure
flight was on *** Airlines departing on April 27, 2020 from Boston, MA to Providenciales,
Turks and Caicos and returning on *** Airline on May 2, 2020 via ***We can confirm on April 17, 2020, the reservation
was requested to be cancelled. *** Airlines issued three refunds for
$117.00 per ticket to Mastercard ending *** for a total refund of $351.00. *** Airlines issued three refunds in the
amount of $215.85 for a total refund of $647.55.After further review on May 28, 2020,
Expedia reviewed the airline records and confirms the refunds were issued on
April 17, 2020. *** Airline issued a
refund for $351.00 and the *** Airline refund was issued for $647.55. The refund shall appear on the Mastercard ending
***Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines and *** Airlines were
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an airfare,
please ensure you read the full terms and conditions of carriage issued by the
Supplier, which can be found on the Supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.Based on the above we are not able to honor your
request for a refund. We thank you for
allowing us the opportunity to address the issue that was brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
I booked a non-refundable room through Expedia (Itinerary #: ***, May 21, 2020 - May 26, 2020. Confirmation ***). On 4/14 the Parent company of the Hotel Alda confirmed that because of Covid-19, several of their properties, including the Alda, were temporarily closed (no reopen date was specified). The company advised me that day, as well as on 4/15, to contact Expedia for a refund, given that I made the reservation with them. I tried innumerable times, to no avail, both on their website and their phone assistance line to cancel and be guaranteed a refund because of this particular circumstance (closing of hotel). I then proceeded with the cancellation but was advised by Expedia that I would get no refund.
May 28, 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 Ms. (Revdex.com complaint # ***) regarding a hotel reservation refund request.
Ms. previously contacted Expedia requesting a refund. On May 18, 2020 we contacted the hotel and they authorized a full refund for the hotel reservation. The manager at the hotel mentioned they did not charge the customer any amount. The same day Expedia processed a refund back to the original form of payments that were used to pay. Ms. should receive the funds in his account within 30 days. We remind Ms. this refund was approved by the hotel due to the ongoing pandemic. In the future if the hotel does not approve a refund no amount will be refunded.
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 so we may assist.
Sincerely,
Daniel *** Corporate Correspondence Team
We had a flight, booked as a package on Expedia, on April 4th, 2020. Due to Covid-19, *** cancelled our flight and Expedia issued us a travel credit. We called Expedia multiple times, after waiting on hold for 4 hrs the line would be disconnected. Once we finally got to speak to someone and asked for a refund, they stated that the policy of *** did not allow for a refund and only a travel credit could be applied. We asked that they call *** and request for a refund to be authorized. Expedia than told us that we could get a refund but cancellation policies would still apply which totaled over $900 per person. According to the Department of Transportation, due to the pandemic and airlines cancelling flights, passengers are entitled to a full refund not just a travel credit. We filed a compliant with the Department of Transportation once *** stated that only a travel credit would be given. On April 14th, *** sent an email authorizing a full refund for our tickets. They stated that a message updating this authorization was sent to Expedia and we could contact them to complete the process for a full refund. When we called Expedia, they stated that there was no note on their end and that the policies of *** had not changed and therefore could not issue a refund. They stated that they had emailed *** to follow up. On April 15th, they emailed me to say that *** did not authorize a refund and the travel credit would remain. We called *** who stated that they were giving out full refunds and that Expedia should be able to see their updated policy and give them a call to get the authorization. We called Expedia again and continue to get the run around, stating that they can't do anything about our tickets and can only issue a travel credit. We asked to speak to a supervisor and after waiting for over an hour the representative told us that he would transfer the call and hung up. We have proof from *** authorizing the full refund.
May 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Mr. ***, Revdex.com
case number *** regarding a refund. We understand that Mr. would like a refund of 2784.08 for the flights. Our records indicate on March 3, 2020, Mr. or an authorized user of the Expedia account self-booked two
round trip flights on *** departing on April 4, 2020 from Chicago, IL to Mahebourg,
Mauritius and returning April 11, 2020, with a five night stay at Heritage
Awali *** – All Inclusive and *** Shuttle Service via ***We can confirm on April 4, 2020, the customer
called and was asking to get refund as she has been advised of a refund by the
airline through e mail. Our representative
advised that the policy states any and all refunds are going to face regular
policies for refund as per fare rules. The customer declined and stated she would keep credit.On April 14, 2020, the customer called and advised she needs to get a
refund since Airline offered her a full refund. Our representative tried to call the airline, but they were closed. On April
15, 2020, one of our representatives noted the flights
are passed dated. The customer has
already received an airline credit. The customer will not be able to use the credit and wants a refund. As
per the airline they allow refund but no waiver code. Our representative
advised the customer that we will be checking on a possible refund option. On May 6, 2020, Expedia received a direct email from ***
asking us to complete the attachment for the refund request.After further review on May 29, 2020, Expedia reviewed the *** record and the customer requested a cancellation via electronic communication
on April 1, 2020. The *** record
states a future flight credit of $1360.75 is applicable for each ticket. Expedia
emailed *** asking if they will allow a refund for the flight since the
flights were changed to unconfirmed on March 24, 2020, instead of the future travel
credit that has been applied to the record. *** created case number ***
for the email we sent.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Mr. agreed to our Terms of Use, which
expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because after countless times of calling Expedia, speaking to managers and having email confirmation from *** that they approved a full refund, Expedia stopped communication on April 15h. The last time we contacted them, they stated that they were waiting for *** to issue waiver codes to issue the refund and that they would get back to us as soon as they heard back from ***. On April 22nd, we emailed Expedia with another confirmation that we had received from *** regarding the authorization of the full refund for our tickets-NOT TRAVEL VOUCHERS. We asked for an update from Expedia and received no response. It is June 1st and we still have not had any contact with Expedia to give us an update on our case or the refund aside from this message from the Better Business Bereau. According to this message, *** created case number *** for the email we sent. What was the outcome of this case? Has the refund been processed? Expedia has not contacted us since April 15th or responded to our messages.
Sincerely
June 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal from Mr.
***. We regret to hear Mr. did not
accept our response.
We are again responding to Mr. complaint regarding a refund instead of the airline credit/voucher. We understand that Mr. is requesting that Expedia issue a refund for the flight
reservation. Expedia
has reviewed the details of the previous cases, we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Expedia advised in the last Revdex.com complaint
dated May 29, 2020, that we emailed *** per their request about the
refund. We have not received any
notification back from *** as yet. Expedia
has been able to verify the ticket status is refund, we’ve emailed ***
again asking for more details. Expedia will
only be able to issue the refund once Emirate advises on the reference case *** and
actual refund check status to Expedia.
We apologize for the inconvenience of this
situation but the COVID19 issue with the airlines has caused and created a lot
of delays.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Purchased round trip airline tickets through Expedia (itinerary # ***). Expedia cancelled airline flight reservation through *** (confirmation # ***). Notification through US Department of Transportation of enforcement notice that passengers should be refunded promptly when their scheduled flights are canceled or significantly delayed. Expedia refusing to give refund airline ticket price.
May 29, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.Expedia is responding to the consumer complaint
from Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs.
*** would
like a refund for the flight reservation. Our records indicate on March 13, 2020, Mr. *** or an authorized user of the Expedia
account self-booked three round trip flights on *** Airlines, departing on
March 19, 2020 from Houston, TX to Honolulu, HI returning on March 22, 2020 along
with a three day rental car with ***, the Collision Damage Plan and the
Flight Protection Plan via ***.
We can confirm
on March 16, 2020, the customer called requesting to make a
change to the car reservation. Our
representative advised we are unable to make direct
changes for car reservations and offered to cancel and rebook. The
customer was advised to cancel the insurance since it was not going to cover
new car rental reservation. Our representative
advised once cancelled just repurchase new insurance with the new itinerary. The representative cancelled and processed
the refund.On April 15, 2020, the customer flight was rescheduled for April
20, 2020 returning April 23, 2020. *** initiated the change but flight was cancelled by Expedia. Our representative called *** and was
informed that they haven't cancelled the flight. Our representative advised the customer that
*** would issue a future travel credit. The customer insisted on having a refund and asked for someone she could
speak with. The call was escalated. The customer was demanding that Expedia
refund the flight. Our representative
reviewed the details of the airline record and noted and airline schedule change
on April 6, 2020 change the to April 20, 2020. The customer stated *** advised that Expedia cancelled her
flights. Airline system shows the
schedule change from ***. After call
disconnected the agent emailed to the customer advising a refund from ***.After further review on May 29, 2020, Expedia has been able to verify that these
tickets have been refunded by ***. The customer will be able to see the refund will appear on the original card that was charged, once its issued.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. *** Airlines were the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this itinerary. In addition, at the time of
completing his booking on our website, Mrs. agreed to our Terms of Use, which expressly
provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the
event of any delay, cancellation, overbooking, strike, force majeure or other
causes beyond their direct control, and they have no responsibility for any
additional expenses, omissions, delays, re-routing or acts of any government or
authority.We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate Correspondence Team
My husband I booked a trip on Expedia.com in August 2019 for travel May 2020 to Norway. It was for our 20th wedding anniversary. We also purchased insurance from Expedia in the form of a vacation waiver. On March 11, 2020 I began contacting Expedia with concerns about countries closing borders and how to handle the booking. Expedia has not answered the phone or an internet agent chat in over a month. *** airline canceled our Cincinnati to Norway airline tickets. Expedia has not refunded us the airfare, Expedia has not refunded the *** airfare within Norway or our hotel nights in Norway. Our refund should be over $3000. A month is plenty of time to handle a call. The vacation waiver product has this far provided no additional customer service or refund.
May 31, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from Ms. *** (Revdex.com case number ***) regarding her trip to
Norway. We understand the customer is requesting a refund of itineraries ***, and ***Itinerary
***:Our
records indicate that on April 28, 2020, Ms. contacted Expedia via
chat and requested to cancel her flight with *** and hotel booking with *** Hotel *** for a full refund. The customer was advised that
*** doesn’t allow refunds and the flight can be cancelled for a full credit
with the airline. With the customer’s authorization to proceed, Expedia
cancelled the flight for a full credit with ***. As far as the hotel portion
goes, Expedia contacted the hotel for a waiver of the nonrefundable policy, but
wasn’t able to reach anyone. On April 28, 2020, Expedia issued a full refund of
the hotel in the amount of $695.71 back to the original form of payment using
the customer’s Vacation Waiver. Itinerary
***:Upon
review, on March 13, 2020, the customer, or an authorized user of the Expedia
account, self-cancelled the hotel portion of the booking for a full refund of $964.24.
On April 28, 2020, Expedia issued a full refund of $2,017.04 of the *** flight
back to the original form of payment. Itinerary
***:On
May 7, 2020, Expedia issued a full refund of the hotel booking with *** Airport Hotel, ***, Ullensaker, Norway, for a full refund of $141.21
back to the original form of payment. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
SEE BELOW FROM *** AIRLINES. My father passed away and thus *** Airlines granted us a refund for our flight tickets. For myself and my wife. *** sent this refund check to *** with the understanding they are to pass that refund on to us (see below from ***). I have over 30 emails and phone calls into *** over the last 30 days. No one will write us or call us back. Can you please help us!? Thank you. --***
January 20, 2020
PASSENGER: ***(S): *** REQUEST ID:*** Dear ***i:
We know losing a loved one is never easy, so on behalf of our *** family please accept our condolences. To help you focus on matters close to your heart, we’ve gone ahead and refunded your ticket.
Please stay in touch with your travel agent. We’re sending a refund check directly to the travel agency that issued your ticket, and they’ll be able to give you information about your refund.
Thanks for flying with us! We look forward to welcoming you on board soon.
Sincerely,
*** Refunds
Check Refund Status
FAX:
May 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr. ***i
(Revdex.com case number ***) regarding his flight reservation. We understand the
customer is requesting a refund of the booking.Upon research, we are unable to locate an itinerary associated with Mr. complaint. We respectfully request that Mr. provides us with the
itinerary number he is referring to. The requested information will enable us
to appropriately address the customer’s concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana W Corporate Correspondence Team
Expedia will not connect you to an agent unless ypu travel within 72 hours. I need to cancel a hotel by June 30 to get a full refund. This cannot be cancelled via their online system. If I must to wait Till August, within 72 hours, I will have missed my opportunity to receive my $900.00 refund. They must take calls from all travelers who have purchased goods through their online system,;9 ,after the departure date.
Hello Revdex.com, I am pleased to provide assistance with case #***. Below are the findings
and resolution to the case: The customer created a booking under itinerary *** on January 1st of
2020. This booking was created as a non-refundable booking. The customer is requesting a full refund in the amount of 887.19 USD. According to our records, this booking was canceled on April
20th of 2020 and a full refund was issued in the amount of 887.19 USD.
Unfortunately, due to the unprecedented volume of travel disruptions, refunds
may take up to 30 days to process.We apologize for the delayed response in regard to this
request. Thank you for bringing this matter to our attention and allowing
us a chance for resolution. Thank you, Kyle B. Customer Relations Specialist
I purchased a bundle travel package from Milan to Rome for May 2020 for myself and my wife. I was informed by Expedia via email on 4/9/20 that the airline cancelled our flight and that Expedia had issued us an airline credit. They did not confer with me regarding my options which would have included a full refund. Per the US Dept. of Transportation's enforcement notice (see https://www.transportation.gov/briefing-room/us-department-transportation-issues...⇄ , a passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline. I responded via email to Expedia on April 12th, that I would like a full refund of the flight--not an airline credit. Expedia has been unresponsive to our request. They are also unreachable by phone since unless your travel is within 72 hours you cannot be connected to a representative. Prior to the cancellation of the flight, Expedia (i.e. representative Jay) informed me via email on 2/25/20 of the following: " Please take note that the hotel will refund only bookings from areas where the close of airports has been decreed and areas that Italian and Chinese government have declared restricted zone." In order to get the refund you must send them the copy of your ticket flight that proves you cannot show up in the hotel anymore or that you are from restricted zone." I emailed Expedia on 4/14 to request a refund since we had met the hotel's cancellation policy because our flight was cancelled AND we would have come from Milan's restricted zone due to COVID-19. Expedia responded via email on 4/14 that they had denied our request for a refund for the hotel stay.
In both instances, we have met the criteria for a refund for both our air and hotel stay. However, Expedia refuses to honor the carrier's policies and issue a refund.
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***. *** (Revdex.com case
number ***) regarding a packaged reservation. Our records reflect a multi-city fare with *** departing Bergamo, Italy on
May 29, 2020, and departing Rome, Italy to Milan, Italy on May 30, 2020 for two
adults. And a one night stay at the ***, checking
in May 29, 2020 in an Economy Room for two adults. We understand Mr. is
requesting a refund. On May 24, 2020, Mr. or an authorized user of the Expedia account called
to inquire on a refund for the flight and hotel. An Expedia representative
assisted in initiating a refund for the flights with ***. The refund will
be processed by the airline directly. The refund time-frame varies based on the
airline and Mr.’s credit card company. We have advocated a refund request with the ***,
unfortunately they have not agreed to a refund. They have offered to allow changes
without penalty valid until May 29, 2021. Expedia has contacted Mr. to
ask if he would like to re-book for a future date, however the customer has
advised he will not travel to Italy and requested credit to be used directly
with Expedia. We have issued in-house credit for $100.00 valid to re-book new
travel until May 28, 2021. Mr. has received an email with information on how to redeem the Expedia
in-house credit. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Michael *** Corporate Correspondence Team
I received notification from Expedia that my flight has been canceled and I was issued an airline credit. I booked a vacation package which included flights, hotel and airport transfers; therefore, I do not want a credit, because what good is an airline credit when I booked an entire vacation package. I want a FULL refund, which I am legally entitled to according to the U.S. Department of Transportation, which states the following:
“If your flight is cancelled and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation – even for non-refundable tickets. You are also entitled to a refund for any bag fee that you paid, and any extras you may have purchased, such as a seat assignment.”
I did NOT cancel my flight; therefore, I want a FULL REFUND for my flight, hotel and airport transfers immediately. I DO NOT WANT A CREDIT.
The airline confirmed that I am entitled to a FULL REFUND but it must be given by Expedia because I booked through them. The hotel I booked is also offering FULL REFUNDS but again, they said the refund must be submitted by Expedia.
I have tried calling Expedia a thousand times only to be told from an automated message that I cannot speak to an agent because I am not traveling within 72 hours. I should not have to wait to receive my money for a trip that was canceled involuntarily and allow your company to keep my money INTEREST FREE for the next 4 months.
PLEASE DO NOT RESPOND TO MY COMPLAINT WITH THE SAME GENERIC EXCUSE ABOUT THE COVID-19 that you have be given to everyone else.
I want a FULL REFUND TODAY as I am legally entitled to a refund. I DO NOT WANT A CREDIT!!
May 28, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a packaged reservation. Our records reflect a round-trip fare with *** Airlines
departing Philadelphia,
PA to Amsterdam, Netherlands on September 24, 2020, and returning September 29,
2020 for two adults. And a four night stay at the *** in a Standard Room. And a
round-trip shuttle service with *** We understand Ms. is requesting a full refund of the package.On May 25,
Expedia processed a refund for the flights in the amount of $1094.08 as ***
Airlines cancelled flight operations for the outbound and inbound flights,
making the tickets eligible for refund. Refunds may take 30 business days to
reflect to the original form of payment.As per the provisions related to Covid-19,
if the customer does not cancel a hotel or reservation by the
required deadline (due to the fact they are unable to travel to the merchant
because of a travel restriction or because the customer chooses not to travel)
and the customer is charged for a no-show or a prepayment transaction, it is
the merchant’s refund policy that will prevail. If the customer did cancel the
reservation, Expedia’s refund policy will be enforced as was agreed to at the
time of booking, which is non-refundable. Due to the
information provided, Expedia is unable to provide a refund for the hotel and
shuttle voucher. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a vacation to the Dominican Republic during the dates of 3\13-3/19. The Dominican president started talking about closing the boarders due to COVID-19. My family and I left DR 2 days early. I was unable to get ahold of Expedia to change my reservations or get any help at all. The Expedia agent at my resort was also unable to contact Expedia. I am looking to get a refund for the 2 nights we missed at our hotel (***). I attempt to contact Expedia for weeks. I did get through once after being on hold for 3 hours and was told I would have an email with results within 48 hours. I never received the email. I then got ahold of Expedia 4/12 and was told the same thing. I did get an email stating they would not refund our money. I have friends that booked through hotels.com which I believe is the same company as Expedia. They received a refund. I am looking for the same.
May 14, 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 Revdex.com *** regarding a refund. We understand that Ms. would like a full refund for two days of the hotel reservation since she left early due to the airport closing.
Our records indicate on March 7, 2020, Ms. or an authorized user of the Expedia account self-booked three round trip flights on *** departing on March 13, 2020 from Buffalo, N to Punta Cana, Dominican Republic and returning on March 19, 2020 along with a six night hotel stay at *** - All Inclusive via ***.
We can confirm on March 20, 2020, the customer called advising she was unable to use her return trip since she returned early and booked a new flight. She advised that she could not get in contact with Expedia to change her booking. Our representative reviewed the airline policy and the policy states the customer could receive a credit and the change fee would have been waived.
On April 14, 2020, the customer called and advised she checked out of the hotel earlier than expected because of COVID19. They had to leave before the airport closed. Our representative called the hotel for a waiver and was asked to call back.
After further review on May 14, 2020, Expedia reviewed the customer account and contacted the hotel and they authorized Expedia to issue a refund for the last two nights of the reservation. Expedia issued a refund for two nights for a total of $478.83 to the original card charged. The refund will appear within the next 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Ms. agreed to our
Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely