I booked a trip with *** through Expedia. The company cancelled and rescheduled my outgoing flight to take place on Apr 24, 2020. When I was informed of this in the beginning of March, a representative from Expedia told me that if I did not accept these changes, I would get a full refund, but that I didn't have to make that decision until 72 hours before my flight. They do not have this information clearly represented on their website and I only became aware of it because I called to understand what had happened to my flight. I have decided a month ago that I do not accept the changes and have tried to contact customer service, but they will not take my calls due to the call volume caused by rebookings and cancellations due to Covid-19. An automated answering machine has told me different times when they will take my call: 10 days, 7 days, and 72 hours before my flight. It is very confusing and when I called 10 days before my flight, they still didn't answer. As well, they are sending me emails and text messages allowing me to cancel my flight on the website, but if I do it this way they will only issue me a credit, instead of the refund which I am entitled to. They are being obtuse in offering me (and other customers, for sure) something that is not the best option in my case, but rather forces me to do business with them again. Nor is it in line with what they told me in a previous call or with the US Gov't position on refunds if flights are cancelled/changed. I don't know that they will give me the option of a refund on the phone, since I don't really know when they will finally take my call. I worry that it will be after the deadline of 72 hours before my flight and so I will have to forfeit my rights to a refund.
Expedia.com Response
• May 14, 2020
May 14, 2020
Revdex.comChicago & N. IllinoisComplaint 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 Revdex.com *** regarding a refund. We understand that Ms. would like a full refund since she did not agree to the airlines schedule change.
Our records indicate on April 7, 2020, Ms. or an authorized user of the Expedia account self-booked a multiple destination flight on *** departing on April 24, 2020 from Newark, NJ, USA to Amsterdam, Netherlands and returning on May 5, 2020 from Helsinki, Finland to Newark, NJ, USA via ***
We can confirm on April 17, 2020, the customer called in and advised that *** authorized a full refund. Our representative noted a full refund the refund timeline.
After further review on May 14, 2020, Expedia reviewed *** record and the flight status of the ticket was open. Per the airline policy of an unacceptable schedule change a refund can be requested. Expedia submitted a refund request through the airline’s electronic subsystem for $642.08. Once *** processes the refund it will be applied to the card ending ***. Expedia suggested since the airline processed the charge, they’ll determine the refund timeline. If you have questions, we’d recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I received a refund for the full amount.
I would like to say that Expedia did not make it easy and the process was not transparent. I understand it doesn't necessarily have to be, but this was a bit ridiculous. After being told by Expedia that I would get a full refund, they back-tracked and said it would only be a credit. This continued even after I confirmed with *** that the refund should be issued. I had to push Expedia to call the airline, which is not something they were going to do otherwise, because they kept saying that I would only get a credit. Meanwhile, they were sending me emails telling me to accept the changes to my flight, which, if accepted, would have invalidated my ability to get a refund. In total, I spent 3 hours on 2 separate calls with Expedia. My interaction with ***, in comparison, took 10 minutes.
Sincerely
Expedia's website directed customers to only contact them to cancel flights if we were flying in the next two weeks, and only call if flying within the next 72 hours. I was flying April 10th on tickets booked through Expedia.
April 3rd I contacted Expedia through their online request to cancel flight form to cancel my April 10th flight.
April 8th I received a notice that the airline had canceled my flight and that to get a travel credit I would need to call Expedia to cancel. I called, and spoke to the agent for an hour. (*** - Case ID : REQ:***). At the end of the call, I was told that my flight was canceled and that I could call Expedia to book future travel with my pending credit.
April 9th I received an email from Expedia that the AIRLINE cancelled my flight, so my ticket was not refundable. I wrote back and quoted ***'s policy that every cancelled flight would receive a travel credit.
April 10th Expedia responded to say, "that due to you ticket was not cancelled prior the schedule travel date they have denied refund." I followed all of Expedia's guidelines for cancellation, followed up several times all before my flight date including: cancelled online April 3rd, confirmed cancellation April 8th, and confirmed cancellation again April 9th.
There should not be different explanations of why I can't get a refund every time I contact Expedia. The first time I was told I couldn't get a refund because the AIRLINE cancelled my flight. The second time I was told I couldn't get a refund because I did not cancel on time. If this was not timely canceled with the refund, then Expedia owes me the money themselves for failing to take action on my cancellation when they created the 72 timelines. If the airline cancelled my flight, then I should have recieved a travel credit like I was promised on the phone on April 8th.
Expedia.com Response
• May 28, 2020
May 28, 2020Revdex.com ***, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a combined one-way fare with *** and ***
Airlines departing Chicago, IL to San Francisco on April 10, 2020, and
returning April 12, 2020 for one adult. We
understand Ms. is requesting a refund.On April
10, *** airlines marked the record as no-show and suspended Ms.’s
ticket. We have advocated a refund request with ***, however while the
tickets remain non-refundable, the airlines has agreed to release the suspension
from the ticket to be used on a future flight. The customer may re-book new
flights with *** through Expedia by June 30, 2020 with no change fees, while
fare difference may apply. *** airlines has also given the option to process
the full amount of the ticket to a voucher which will be valid for two years
from the day it is issued. Ms. must call the airlines directly by June
30, 2020 to apply for the voucher. On March
11, *** airlines cancelled the flight without providing an alternate option,
making the ticket refundable. Expedia has initiated a refund for $205.30, and
will be processed by *** airlines. The refund timing varies based on the
airline and the customer’s credit card company.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 28, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me, although I dispute that I no-showed, and contest that I instead cancelled with Expedia 4 times according to Expedia's exact directions on 4 occasions. However, the resolution is satisfactory to me and I will not pursue further.
I'm very grateful for the Revdex.com's assistance in reaching a resolution, and am disheartened that Expedia was unwilling to work with me any of the prior twelve times I attempted to work this out on our own.
On October 17th 2019, I purchased airline tickets to Bali from Expedia.com. On April 6th 2020, *** Airlines cancelled my flights as *** and Bali had instituted travel restrictions that prevented entry due to COVID-19 concerns.
On April 8th, I received an email from Expedia stating that airline policies allowed them only to provide a credit. This is in direct conflict with what I was told by *** Airlines, their written policies, and regulatory guidance.
Policy Statements:
*** Airlines (https://www.***):
“2. Option to choose between Flight Credits or Refunds
i. Save for the tickets in paragraph 2(v), the passenger named on an Eligible Ticket may choose one of the following options, subject to the terms and conditions of this Policy:
a. Cancel the original flight itinerary on his ticket and retain the Unused Value of the ticket as Flight Credits.
b. Obtain a refund of the Unused Value of his ticket.”
Department of Transportation (***):
“This notice reminds the traveling public and U.S. and foreign carriers that passengers should be refunded promptly when their scheduled flights are cancelled or significantly delayed. Although the COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines’ obligation to refund passengers for cancelled or significantly delayed flights remains unchanged.”
Expedia is refusing refunds, automatically assigning unwanted travel vouchers to customers whose flights were cancelled, and citing policies that are directly contracted by the airlines. The airlines are telling us to talk to Expedia (who isn't answering phones/chats/emails) and Expedia says no refunds per airline policy.
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 Mr. *** (Revdex.com
case number ***) regarding his flight reservation. We understand the
customer is requesting a full refund of the flight due to an airline-initiated
schedule change. Upon
review, on April 15, 2020, Expedia contacted *** Airlines and received authorization
for a full refund of the flight due to an airline-initiated schedule change. On April 16, 2020, a full refund of the flight
was issued back to the customer’s original form of payment. The customer was
advised via email that *** Airlines is the merchant of payment and their
refund timing can take up to two billing cycles.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 *** Corporate Correspondence
Team
Customer Response
• May 30, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I had a flight booked for April 12 from RAK to BCN. This flight was cancelled by the Airline. I have been unable to get a resolution regarding my refund for this flight. My itinerary number is ***. I spoke with someone on April 10th to follow up and she gave me a reference number of *** to document our discussion. I tried calling again on April13th and was told I had to speak to Expedia Spain. They transferred me and I got a message they were not in service and the phone disconnected. I called expedia spain several times and it just kept clicking off.
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 flight
reservation. Our
records indicate that on January 30, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable flight with Swiss
*** on Expedia Spain’s website, under itinerary ***.
We understand the customer is requesting a full refund of the flight due to an
airline-initiated cancellation. Due
to the nonrefundable policy of the flight, we contacted *** Air
Lines for a waiver of the full penalty. The airline confirmed they cancelled
the flight due to COVID-19 and the customer is eligible for a full refund. The
airline advised they temporarily suspended refunds for travel agencies and Expedia
needs to send an email to the airline directly for the refund to be processed. On
May 29, 2020, we sent a refund request via email as instructed by the airline.
Please allow up to 14 business days for the airline to review the request and issue
a refund. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. 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 *** Corporate Correspondence Team
Customer Response
• May 30, 2020
Complaint: ***
I am rejecting this response because: I am very grateful that Expedia has responded in kind to this issue, and has issued the proper email on my behalf to the airline. I cannot in faith accept this response until I actually see the refund to my account. Once the refund is issued, I will of course be satisfied, but until then I would like to keep this case open.
Sincerely
Customer Response
• Jun 22, 2020
Hello. You replied to me that I already filed a claim against this business. That is true. However, on May 29th the company offered resolution stating that I would be refunded for this flight which the airline cancelled. It is now June 18th, and I have not been refunded. That is why I am contacting you again. How can you allow a company to just tell you they're going to do something,and they never do it? Where can I go from here? Can you please assist with securing the refund that is due to me?
Sincerely
Expedia.com Response
• Jun 26, 2020
June 26, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Ms. ***
(Revdex.com case number ***). Expedia regrets the customer hasn’t received a refund from the airline.
We contacted *** Air Lines again and were advised to send another
email request for a refund. We sent another email as instructed, but haven’t
heard from the airline. On June 26, 2020, as a one-time courtesy, Expedia issued a full refund
of the flight in the amount of 155.73 EUR back to the customer’s original form
of payment. It may take up to two billing cycles for the refund to process,
depending on Ms.’s financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Customer Response
• Jun 30, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a vacation package from Expedia.com on March 3, 2020. I was offered a vacation waiver from Expedia for an additional charge. The vacation waiver promised to reimburse me the total amount of my vacation cost if I had to cancel for any reason. When I decided to cancel my vacation package, I was unable to contact Expedia do to Covid-19. I attempted to call and waited online for hours with no results. I was able to cancel and receive my hotel cost directly from the hotel. Because it was getting close to my trip date, I contacted the airlines directly to cancel. According to *** Airlines I will receive a refund (I have not received it yet). *** Airlines gave me a credit which I do not want or will not use. I want a reimbursement as promised per my vacation waiver. After hours on the phone, I finally received a call back from Expedia at 12 A.M. the morning of my scheduled departure. I was told that the vacation waiver had changed and that I would not receive a refund as promised but I would receive a credit. When I asked why, I was told that the "Expedia changed the policy". I wrote a letter to Expedia but never received a reply. I want my air fare cost refunded to me per the vacation waiver I paid for.
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 Mr. *** (Revdex.com case number ***) regarding his package
reservation. We understand the customer is requesting a full refund of the
returning flight with *** using his Vacation Waiver. Our records indicate that *** Airline
cancelled the customer’s returning flight for a full credit. On May 31, 2020, per
the customer’s request, Expedia cancelled the customer’s future travel credit
with *** and issued a full refund of $754.14 for the flight using the
Vacation Waiver. It may take up to 30 days for the refund to process, depending
on Mr.’s financial institution. Upon review, the outbound flight with
*** Airlines was refunded in full in the amount of $381.10 on March 31,
2020. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. 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 *** Corporate Correspondence Team
Customer Response
• May 31, 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.
Very frustrated with Expedia. Bought a flight on *** air through Expedia and now *** has cancelled the flight and instructed me to obtain my refund through Expedia. Well, that would be fine but Expedia will not take my call or accept my email requests. Clearly Expedia is pushing me, and others, off in hopes of making us miss some sort of deadline so they can avoid paying us back the money we are entitled to. Where is the government on this? Watch Expedia declare bankruptcy and walk away from what they owe.
They are stealing due to being unable to answer their calls during the coronavirus crisis.
The following were unused and cancelled within the cancellation penalty:
$1401.25 the *** condo Dallas March
$193.56 *** Santa Barbara March
Reserved under ***
The following was reserved fraudulently:
$1697.21 Las Vegas January 28th
The following was only partially used
$2081.59 *** Hills Irvine California March
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 a consumer complaint from Mrs., ***, ***, *** (Revdex.com case number ***) regarding multiple account holders travel reservations.
Our records show that on January 25, 2020 Mrs. *** or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with Air ***, traveling from Los Angeles, CA USA to Edmonton, AB, *** departing on January 28, 2020. The package includes a hotel stay at C ***, Edmonton for a check in on January 29, 2020 and a check out on February 18, 2020, for a total of $2,726.17.On January 27, 2020, Mrs. used our website service tools to (void) the Air *** flight and to cancel the hotel accommodation. The authorization of $1028.96 for the flight was released, and $1,697.21, was processed as a refund back to Mrs. original form of payment. At which point Mrs. did not incur any charges.
Our records show on March 7, 2020, Ms. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Suites by *** Irvine, CA for a check in on March 6, 2020 and a check out on March 18, 2020, for total of $2081.39, with Hotel Protection included.
On May 13, 2020, Expedia contacted *** Suites by *** to discuss Ms. early check-out and to determine if she is eligible for a partial refund. Regrettably, *** Suites stated that Ms. checked out (late) on March 18, 2020 at 3:04pm. A partial refund is not warranted based upon the customers full use of the reservation.
Our records show on March 5, 2020, Ms. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Metrotown, Burnaby, BC for a check in on March 6, 2020 and a check out on March 27, 2020, for total of $3,237.82 collected at check in. On March 6, 2020, Ms. contacted Expedia to cancel the hotel reservation due to airport closure. However, according to the following rules, cancellations made after 10:00 AM local hotel time, Wednesday, March 4, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. Therefore, we contacted *** to request a refund on Ms. behalf. The hotel manager advised Ms. to send them supporting documentation of the airport closure, for a possible exception. We then instructed Ms. to send the necessary information by email.
On May 14, 2020, Expedia contacted the *** Metrotown, to determine if the email was received/approved. The hotel manager stated they did not receive the documentation from Ms., additionally, a Coronavirus flex policy was non-existent. Regrettably, the hotel did not authorize a refund of the penalty fee. In addition, the *** Metrotown, is the merchant of record ( the company that charged the customer’s credit card) on this reservation, she may contact the hotel directly at, ***, to further address her penalty fee.
Our records show on March 11, 2020, Mrs. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** by Barsala, Dallas, TX for a check in on March 12, 2020 and a check out on March 26, 2020, for total of $1,401.25.
On May 14, 2020, Expedia contacted *** by *** to advo***e on Mrs.’s behalf in requesting a refund. The property stated that Mrs. contacted them by text to state the reservation was cancelled. Additionally, a refund is needed due to Mrs.’s inability to check-in at that property. However, *** informed Mrs. that the reservation is non-refundable regardless of the reservations status of either cancelled or completed. The best option, is to contact *** and make future travel arrangements directly at, 12064525560. The *** may offer a credit towards another reservation. We verified on March 11, 2020, Mrs. *** or an authorized account user self-booked a flight reservation on Expedia’s Mobile app under itinerary ***. Travel was with *** Airlines, traveling from Dallas, TX to New York, NY departing on March 26, 2020, for a total of $290.40. The flight reservation includes a cancellation plan.
On March 12, 2020, Mrs. used our website service tools to (void) the *** flight and to cancel the cancellation plan. The authorization of $271.40 for the flight was released, and $19.00, was processed as a refund back to Mrs.’s original form of payment. At which point Mrs. did not incur any charges.
We verified on March 13, 2020, Mrs. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Santa Barbara - Carpinteria South for a check in on March 13, 2020 and a check out on March 15, 2020, for a total of $193.56.On May 14, 2020, Expedia contacted *** to advo***e on Mrs.’s behalf by requesting a refund. Fortunately, the hotel provided their authorization to process a refund back to the customer’s original form of payment. It may take up to 30 days for the refund of $193.56, to post due to processing delays.
We verified on March 12, 2020, Ms. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Santa Barbara - Carpinteria South for a check in on March 11, 2020 and a check out on March 12, 2019, for a total of $94.02, with a protection plan included. We understand Mrs., ***, ***, *** booked multiple reservations, and they are seeking compensation from Expedia under each booking.
On May 14, 2020, Expedia contacted *** to advo***e on Ms. behalf by requesting a refund. Regrettably, *** declined our request citing that the entire reservation was used without complaint. Therefore, we are unable to issue Ms. a refund.
Because of the extraordinary circumstances of Coronavirus (COVID-19) travel disruptions, we are receiving a high volume of requests to cancel/refund. Nevertheless, 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. Expedia does not own or operate any hotel or airline and we have no control over a travel providers policy. We cannot provide a refund unless approved by an airline or hotel and must adhere to the providers policy.
Furthermore, by selecting to complete these bookings you acknowledge that you’ve read and accepted Expedia’s Terms of Use:
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.
While we understand the (COVID-19) situation we have served Mrs., ***, ***, *** to the best of our ability. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel providers. Due to the information provided above, we are unable to honor the entire refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
On Tue, May 19, 2020, 7:23 PM ***> wrote:
Hello Expedia,
Good day!
Our mutual guest cancelled this reservation a few hours after she booked it. She never stayed with and we have refunded $1083.25 back to the Expedia Virtual Card associated with the booking number ***. Can you please refund this amount back to the guest? Here are the details of the refund:
Guest name: ***Reservation number: ***Amount: $1083.25Thank you,***,*** Customer Support
Expedia.com Response
• May 22, 2020
May 22, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. or *** or *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/or resolution offered.
We reviewed Mrs.’s email attachment in regards to the hotel accommodation reserved under the following itinerary number, ***. On May 22, 2020, we contacted, “*** by Barsala”, for refund confirmation based upon the approved email supplied to us by Mrs.. We confirmed that our refund request, although it was originally denied did recently receive an approval by the properties manager.
At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. On May 21, 2020, due to the Coronavirus pandemic, numerous requests for a refund has caused delays in processing. We are unable to provide an exact date that the refund of $1,401.25, will post back to Mrs.’s original form of payment. However, it may take up to 30 days for Mrs. to receive the refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
I had received an email that my travel for Amsterdam was changed and that I was to receive a refund/exchange. Since the travel is in June 24, I cannot call them unless my travel is three days from the date of travel. Since I certainly DID NOT request that this travel be cancelled/refunded, I am trying to get a full refund of my airfare, hotel and any taxes/fees associated with this trip. They effectively cancelled my travel without my permission, so why am I not receiving a full credit for my airfare, hotel and any taxes/fees? Any trips Cancelled this way should reimburse you for any costs associated with the travel. They’re refund policy follows that of the airline, but Expedia charges these insane fees on top of that, so when cancellations occur, you have to rebook airfare and pay more taxes/fees. If this does not get resolved in a professional manner, I vow to never use Expedia again and will encourage others not to as well.
Expedia.com Response
• May 19, 2020
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his package reservation. Our records indicate on August 7, 2020, Mr., or
an authorized user of his account, self-booked a package reservation on Expedia.com, under itinerary
***. Travel was with ***, departing on June 23, 2020, returning on
June 29, 2020, from Boston, MA, United States to Amsterdam, Netherlands. The
hotel reservation was for the Hotel ***, Amsterdam, with a check-in date of
June 24, 2020, and a check-out date of June 29, 2020. An airport transportation
was purchased with the itinerary. We understand Mr. is requesting a
refund of his unused package reservation. Upon receipt of
the complaint, Expedia processed a refund in the amount of $643.03 for
Mr.’s flight portion of the package today, May 19, 2020. Due to the
unprecedented circumstances, refunds could take up to 30 days to process. As for the hotel and transportation portion of the
package, Expedia attempted to reach Hotel *** and to advocate on Mr.’s behalf, requesting the
approval to refund the unused reservation; however, we were not successful. We
recommend Mr., reach our service desk at a later time for
further assistance with the refund request. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erik*** Corporate Correspondence Team
I am simply trying to change my vacation package to a different date. I have read thru all the polices and the website keeps saying we can change online, but this is not the case. When you go go switch flights, it is asking me to pay for it again. I am aware per the website I am not traveling in 72 hours, however I refuse to wait that close to the travel date to change. My change will simply take 5 mins. We have already paid $3700 for this trip and that is money on the line we need to simply just change dates due to the fact our resort is opening back up the day of our arrival and we want to reschedule.
Expedia.com Response
• May 15, 2020
May 15, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
***Revdex.com case number ***) regarding her package
reservation. Our records indicate that on March 30, 2020, Ms.,
or an authorized user of Ms. ***’s account, self-booked a package reservation on Expedia.com,
under itinerary ***. Travel is with ***, departing on June 1, 2020,
returning on June 8, 2020, from Atlanta, GA to Honolulu, HI. The hotel
reservation was for the ***, Kahuku, with a check-in date of June
1, 2020, and a check-out date of June 8, 2020. We understand Ms. is
requesting to change her travel dates. Upon receipt of the complaint, we can confirm that on May
5, 2020, Expedia resolved the issue directly with Ms.. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
We booked a flight and a hotel through Expedia.com and they are refusing to issue me any sort of credit for the hotel. My reservation was for March 19, 2020 through March 22, 2020. The days leading up to my trip I was in direct contact with Expedias' customer service department.
Through multiple times of calling them and waiting on the phone to speak to an agent for more than 6 hours, we talked to agents that reassured us that if our airline "***" cancelled our flight due to Covid-19 we would not get a credit but an actual refund in full due to the unprecedented time and unique situation. We did as the Expedia agents told us to do and DID NOT cancel our trip, instead waited for the airline to cancel on us. A couple days before our scheduled trip *** airlines sent us a communication letting us know that our flight had been cancelled. At that time we proceeded to contact Expedia once more to make them aware of our cancelled flight and asked about our next steps to receive a credit or refund for the hotel reservation.
For the next few days and weeks we were unsuccessful at getting a hold of anyone anymore. The customer line that we'd previously called would have an extremely unreasonable wait and at times our calls couldn't even be connected with Expedia due to their high call volume. When we were finally able to get in the queue line to speak to an Expedia representative we would wait on the phone any where from 5- 8 hours at a time to only get someone to hang up on us.
We sent them emails and received no response. Finally, the week of April 5th, 2020 (approximately) we finally spoke to an agent who assured us that they had been extremely busy but were still working on issuing us our credit for the hotel. After not hearing back from Expedia for two week we called them once again today, April 14, and they told us they were not giving us a credit. This was the first time we were told this. Expedia is denying to give us even a credit. We are out almost $1000.
Expedia.com Response
• May 18, 2020
May 18, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his package
reservation. Our records indicate that on January 3, 2020, Mr.
***, or an authorized user of his account, self-booked a package reservation on Expedia.com, under
itinerary ***. Travel was with ***, departing on March 19, 2020,
returning on March 22, 2020, from Grand Rapids, MI, United States to ***,
Quintana Roo, Mexico. The hotel reservation was for The *** - All
Inclusive, ***, with a check-in date of March 19, 2020, and a check-out
date of March 22, 2020. We understand Mr. is requesting a refund of
the hotel part of his package reservation. Upon receipt of
the complaint, Expedia reached out to The *** several times to
advocate on Mr.’ behalf, requesting a refund approval of the unused
reservation. Regrettably, we were unable to obtain a refund approval for the
reservation, as the hotel property is temporarily closed in accordance to the State
Government’s order for a closure. We recommend Mr. contact
our service desk at a later time for further assistance with the refund
request.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate
Correspondence Team
Currently have no employment and bills piling up, therefore trip for April 16th 2020 to 24th cancelled, requesting a full refund as an airline credit is of absolutely no use. Thank you
Expedia.com Response
• May 19, 2020
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
***Revdex.com case number ***) regarding his
flight reservation. Our records indicate that on January 31, 2020, Mr.
***, or an authorized user of his account, self-booked a combined one-way flight reservation on
Expedia.com, under itinerary ***. Travel was with *** and
*** Airlines, departing on April 16, 2020, returning on April 24, 2020,
from Las Vegas, NV, *** States to San Jose, Costa Rica. We understand Mr.
*** is requesting a refund of his unused flight reservation. Upon receipt of the complaint, the refund request for the
outbound flight with *** has been processed today, May 19, 2020. The refund
timing usually takes up to eight (8) weeks for the airline to issue the refund
back to Mr.’s account. However, due to these unprecedented
circumstances, refunds might take longer. As for Mr.’s inbound flight, a refund request
form was submitted via the airlines’ website, as advised by *** Airlines. Please
note that Mr.’s request is subject to the airline’s review and
approval. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika ***Corporate Correspondence Team
My partner and I booked a trip along with his brother and brother's wife through Expedia for airfare with *** airlines and hotel at *** for March 27th through April 7th. As soon as the COVID19 chaos started I tried contacting Expedia to no avail but continued to follow their online information in which it said to wait to 72 hours before travel to contact them. That did not work either as I could never get through. I then went and found email addresses for top executives and sent them an email and received a response that the hotel would issue me a refund and that I would get a voucher for the airfare. Although this wasn't an ideal resolution for me as I didn't see how it would be possible to complete the same vacation by end of December, I took it because it was so difficult dealing with them. I now have received a second email from them telling me that they made a mistake and I wouldn't be getting a refund for hotel due to hotel rules but when I spoke to the hotel prior (when Expedia wouldn't answer my calls) they said they were providing guests refunds but that I would have to go through Expedia because I made the reservations through them.
I am now requesting my full refund for the hotel and also for my flights as the Department of Transportation put out a bulletin stating that the airlines were responsible for providing me a choice of refund or voucher. I was never given that choice. I understand that businesses are going through difficult times and these are unique situations but this is not fair that we should lose money on something that is out of our control. The airline cancelled our flights. The hotel said they would give us a refund. Expedia is completely lac*** in customer service and business ethics.
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 ta*** 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 S.A. departing Boston, MA to Ponta Delgada,
Portugal on March 27, 2020, and returning April 7, 2020 for two adults. And a
10 night stay at the Hotel *** in a standard double or twin room
for two adults. We understand Ms. is requesting a
refund due to the Covid-19 travel restrictions.On
May 20, 2020, Ms. or an authorized user of the Expedia account called in to inquire on the
refund for the hotel room. The initial refund of $635.94 previously failed on
April 30 due to a charge-back. The refund had been processed a second time and has
since been processed by Expedia.On May
26, a refund for the flights in the amount of $997.70 has been approved and
processed. Due
to unprecedented volume of travel disruptions, refunds may take up to 30 days
to process. We
strive to provide the highest level of customer service, and we apologize for
the customer’s recent experience.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 purchased a trip with cancellation insurance policy for my son. Trip is no longer possible. Expedia is not responding to any of our attempts to gain a full refund. My son *** will be graduating from PA school and will be working in the healthcare field and will not be able to rebook. We do not want a travel credit. We deserve and expect a full refund for trip not taken. Many attempts have been made to contact an agent via telephone, email and online chat with an agent. No agent was ever able to be contacted. I suspect this is how they are treating all of their customers and this is unacceptable! Please help us!
Expedia.com Response
• May 28, 2020
May 28, 2020Re: 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 combined one-way flight reservation. We understand Mrs. is requesting to have a refund of her flights and Travel Protection due to the COVID-19. Our records indicate that on January 16, 2020 Mrs. ***, or an authorized user of his Expedia account, self-booked a Combined one-way flight reservation using Expedia website, under itinerary *** for one traveler. Departure on *** Airlines on May 21, 2020 from Chicago, IL to Las Vegas Nevada. And returning on *** Airlines on May 24, 2020, with added Travel Protection Cancellation Plan. Upon reviewing this matter, we show on May 20, 2020, Mrs. departure flight with *** Airlines was processed back to the original form of payment. The return flight on *** Airlines was cancelled with a waiver for an exchange without penalties. 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 on this itinerary. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We understand that you are dissatisfied with receiving credit with an airline vs a full refund. We’ve worked incredibly hard with our partners to provide travelers with as much flexibility as possible during COVID-19. In addition, Mrs. were advised of the Terms and Conditions of your Cancellation Plan, which was also available to you at the time of booking and within your booking confirmation email. The Plan is administered by Aon (Travel guard), and any claims can be made directly with them at the contact details provided to you in your confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-***While we regret that Mrs. experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I purchase a multi city trip for me and my wife from Newark to Brussels and Returning from Athens to Newark flying from August 14-31. This is to attend my daughter's wedding in Greece. I booked my flight last Feb 7, 2020 with Itinerary # *** Due to the current Coronavirus pandemic, and the current age 58 and my wife is 55) and not in the best of health, we decided to cancel our daughter's wedding. I called up *** Airlines to cancel our flight because the flight is through *** Airlines and I was informed that since I bought the ticket through Expedia,com then I should contact Expedia to have my flight cancelled so *** can waive any fee so I can book the cost for future flights through ***. However, I can only avail of this if I can cancel my flight by April 30, 2020. The problem is that I desperately trying to call Expedia's customer phone number but it wont let me get hold of an agent because my flight in more than 72 hours before the acutal flight. I tired to use their chat session and even filled up their cancellation forms twice online to no avail. Now, I am stuck and cannot cancel my flight because I cannot get through their automated phone voicemail and could not cancel through their websites. I want my flight to be cancelled before April 30, 2020 so I can rebook it for future flight without incurring ang cancellation or rebooking fees from *** Airlines
Expedia.com Response
• May 28, 2020
May 28, 2020Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business
Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight
reservation. We understand Mr. is requesting to have a refund or a future travel credit with *** Airlines due to the
COVID-19.
Our records indicate that on February 7, 2020 Mr. Lasin, or an authorized user of his Expedia account, self-booked a
flight reservation using Expedia website, under itinerary *** for two travelers. Departure on *** Airlines
(validating carrier) from Newark, NJ to Brussels, Belgium on August 14, 2020. And returning on *** (operating
carrier) on August 31, 2020.
Upon reviewing this matter, we show Mr. called cancelled his flight and received a future travel credit. 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. Expedia does not own or operate any hotels or airlines.
While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
I booked a hotel room through Expedia.com to *** Hotel for March 20-22, 2020 (Itinerary # ***). Due to COVID-19 the governor stated that all non-essential travel should be avoided so we canceled the reservation. Expedia will not refund the hotel room since the rate was a "non-refundable rate". We did not cancel because our plans changed. We cancelled due to the national healthcare emergency and pandemic. I contacted *** who stated they were not charging any cancellation fees and had not been paid by Expedia and understood and supported the reason for the cancellation. We feel this should be refunded due to the nature of the cancellation. It was not possible to contact Expedia by phone for over a week of trying so I sent an email to customer service and the refund was refused even though it was due to COVID-19.
Expedia.com Response
• May 14, 2020
May 14, 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.
I contacted the hotel and they have authorized a full refund for Ms.’s hotel reservation. The manager at the hotel mentioned they did not charge the customer any amount. I have now processed a full refund of $298.90 and 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 would 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
I booked my flight on March 27th, with Expedia. However, the part of the flight was canceled by *** company, *** agrees to give a full refund to their customer, but I need to turn to Expedia for my refund.
Expedia customer service never answers the phone, and if I cancel from my side, I can only get credits to me which will expire in one year, and I have to purchase with Expedia and with *** ONLY in the future.
I do need my money back or I don't have money to buy another available ticket to go home at this tough time. Every single penny counts!
Expedia.com Response
• May 14, 2020
May 14, 2020
Revdex.comChicago & N. IllinoisComplaint 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 Revdex.com *** regarding a refund. We understand that Ms. would like a full refund.
Our records indicate on March 27, 2020, Ms. or an authorized user of the Expedia account self-booked one, one-way flight on *** Airways departing on April 29, 2020 from St. Louis, MO, USA to Shenyang, China via ***
After further review on May 14, 2020, Expedia reviewed the reservation in the airline system. *** Airways unconfirmed the connection flight from Tokyo, Japan to Shenyang, China on April 14, 2020. Expedia contacted *** Airways and they authorized refunding the reservation. Expedia submitted the refund request to *** Airways via electronic communication. *** Airways was not able to advise the length of time it would take for the customer to receive the refund. Once the refund appears on the original card charged, it will show that *** Airways issued the refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, 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.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.
I purchased an international ticket from expedia.com and they went ahead and cancelled my ticket after paying for it. I am not sure if it is Covid 19 related because Covid 19 had already begun. I booked my flight on 2-28-20. First, they sent me emails, attempting me to cancel my flights with promotions that I believe did not exist, and when I didn't follow through, they went ahead and cancelled it anyway. First, they blamed me saying I cancelled it, then blaming *** airlines saying they cancelled it, and now it is the corona virus. The facts are, *** said they did not do the cancellation, expedia did. This issue has been going on for at least 2 weeks and I have been trying very hard to resolve it. I DID NOT CANCEL MY FLIGHT. I have consistently told both *** and Expedia that I did not want to cancel, because even if there was an issue with the corona virus, I still had about six weeks more to leave the country. I told them both, that I would prefer to wait until a day or two before the departure date because things may change for the better and I can still use my purchased ticket. Yet, they both refused to listen. *** offered a refund, but I have family overseas and need to go to resolve some family issues. There is a connecting flight involved too, and although it is true, that there are restrictions on the destination country, there are two operating flights presently, and I wanted to take the chance to go and then take it from the connecting city (London). I firmly believe what they did is wrong. Blaming each other for their mistake is wrong and so is not honoring my wishes to wait on cancelling my flight until 48 hours before the departure date. Will you please see what you can do to keep my flight active. I have already set up everything, hired people: cut the grass, etc, and need to resolve imp.family issues overseas. Again, I would be truly grateful if you can help me sort this issue out. God Bless and thank you so much.
Customer Response
• Apr 23, 2020
Hello, I just want to thank you for helping me resolve case no.: ***. It is my understanding that this issue has been resolved. *** and Expedia have set a new travel for June 01, 2020, without raising my price. Still, if I need your help again in the future, I will contact again. I am very grateful for your help because I am not sure if I would have resolved just by myself. So, thanks again.
Expedia.com Response
• Jun 03, 2020
June 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. ***Bottom of Form Bottom of
Form, Revdex.com case number *** regarding the ticket being
cancelled. We understand that Ms. would like to travel to her
destination. Our records indicate on February 28, 2020, Ms. or an authorized user of the Expedia account
self-booked a round trip flights on *** departing on May 17, 2020 from Detroit,
MI to Luqa,
Malta and returning November
19, 2021 via 71007905827513.We can confirm
on May 1, 2020, an Expedia
representative completed an exchange for Ms.
*** for a round trip flights on *** departing on July 1, 2020 from Detroit,
MI to Luqa,
Malta and returning January
4, 2021 via *** at no additional cost.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms.
initially 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 04, 2020
Revdex.com: Please note, that Expedia re-booked my flight again and this one is set to leave on July 1st of this year. They also sent me an email saying that this trip is confirmed by ***. ***, yesterday too, informed me too by phone that this trip is confirmed. You are welcomed to check on this last booking on ***'s website. It seems to be confirmed and set to go but I don't know if it has any problems with it. I am just reporting to you these recent events for now. So, let's hope this one works out and will take me to my destination. Thank you so much for your help and I appreciate it that you are keeping this case opened, at least until I arrive to my destination in Malta. I will keep you updated if another problem arises, I hope not though. Thanks again for now.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Have not been able to contact Expedia.com for over a month via phone, chat, or email. They say they will not help unless we are traveling in the next 72 hours. This has persisted for over a month. We had Expedia Itinerary ***, a package vacation from Tampa to Bahamas with flight and all inclusive resort. Cost was over $4,000. Trip was cancelled due to Corvid-19. We bought Vacation Waiver travel insurance from Expedia in advance but have been unable to contact them to make a claim for the refund of our $4,000+ which they took months ago. At this time of financial difficulty the return of our funds is especially important but Expedia has made it impossible to anyone to reach them. Again, this has persisted for over a month that we have been trying to contact them.
Expedia.com Response
• May 13, 2020
May 13, 2020
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. & Mrs. *** , Revdex.com case number *** regarding a refund. We understand that Mr. would like a full refund.
Our records indicate on November 17 2019, Mr. or an authorized user of the Expedia account self-booked two roundtrip flights on *** Airways departing on April 13, 2020 from Tampa, FL to Nassau, Bahama and returning on March 26, 2020, with a nine night stay at ***- All Inclusive- Adults Only, along with the Vacation Waiver via ***.
We can confirm on April 28, 2020, the customer contacted our one of our online teams and asked for a refund for the hotel portion since hotel was cancelled before departure and he added vacation waiver. Our representative tried calling the hotel but there was no answer.
From April 28, 2020 through May 13, 2020, numerous email communications were sent between Expedia and the hotel and Expedia and the customer. Expedia emailed the hotel asking for authorization to refund the hotel reservation. Expedia emailed the customer advising we were waiting for the hotel authorization and advised the *** Airways tickets were valid for a future credit in the amount of $344.75 person. May 12, 2020 an email advised that a refund had been processed on May 3, 3030 for $1039.27 and $2082.64. The customer responded that the case was not closed and they have not received their refund as yet. Expedia emailed on May 13, 2020, advising “a full refund for your hotel reservation $3,121.91 has been processed to the original form of payment. We’re processing refunds as quickly as possible, but it may take up to 30 days due to the high volume of requests we’re handling.”
After further review on May 13, 2020, Expedia reviewed the customer account and confirms the flights have a future flight credit for $344.75 each. The refund for the hotel was processed on May3, 3030 for $3121.91. it was actually issued in two increments (1039.27 and $2082.64).
When Mr.’s is ready to exchange the ticket, he may contact our Customer Department at 877-***, for further assistance.
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. United was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our
Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 18, 2020
Complaint: ***
I am rejecting this response because:
Dear Mr.,Many thanks for your attention to this matter. I have read Expedia's response. Despite Expedia's assurance to you and to us, no refund has been received. A daily check with our credit card confirms this. This is despite the fact that we purchased Vacation Waiver insurance from Expedia for this package trip. This Vacation Waiver insurance was purchased directly from Expedia, NOT from the hotel or airline. Due to the Corona Virus, our trip was cancelled before its March 17, 2020 departure date and Expedia does not dispute that fact.Please note that this very slow response from Expedia comes only after over 60 days of trying to contact them. Initial repeated phone calls from us to their posted Customer Service number were met with hours on hold and then being cut off before actually talking with a Customer Service rep. Repeated attempts to contact them via their website were met with a canned response that they could only handle customers who were traveling within the next 10 days. Bottom line: for months, we were unable to get anyone at Expedia to help us or to even begin processing our refund.In late April, after a very long wait for a live chat on their website, we finally reached an Expedia employee who could not resolve our issue. After over an hour and a half on the chat, she got a supervisor to help us. Shortly thereafter, we finally received two emails from Expedia stating that our refunds had been processed. That was two weeks ago and neither refund has been received.Expedia says below they repeatedly tried to contact the hotel resort regarding our refund but had difficulty reaching them. Again, we did not purchase our Vacation Waiver from the hotel. We purchased it from Expedia. Whether the hotel refunds the money or not, Expedia is responsible and we expect payment from them.We note that the Expedia email to you states that refund processing may take up to 30 days. Needless to say, after multiple months of trying to get Expedia to pay this claim, we feel we can no longer trust Expedia's promises. They have had thousands of our dollars since last November. We have been trying to get a refund since early March and still have no refund in hand. That 30 day waiting period has long passed.Please follow up on this matter because Expedia has thrown up one road block after another and we can no longer excuse their lack of customer service and their holding on to our money with promises that things are being processed. We expect a refund from Expedia immediately. We also should be entitled to interest on our monies which we believe Expedia has fraudulently withheld from us for many months despite our numerous attempts to secure our refunds.With thanks for your assistance,***Homosassa, Fl
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 B *** consumer
rebuttal from Mr. & Mrs. ***. We regret to hear Mr. &
Mrs. & *** did not accept our response.
We are again responding to Mr. & Mrs. & ***
Kitchin complaint. We understand that Mr. &
Mrs. & *** states that *** Airways is no
longer flying out of the Tampa Airport and that Tampa is the only airport they
use so they are requesting a refund.Expedia
has reviewed the details of the previous cases; we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Expedia stands behind their original
response. But as a courtesy we reached
out to *** Airways Reservation Department and they advised they are still
departing out our Tampa Airport. The
customer needs to contact our Customer Service Department at *** to exchange the tickets, they tickets are non-refundable.
We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 04, 2020
Many thanks for your attention to this
matter. It appears that the published article we read in the Tampa
newspaper that said *** Airways was no longer flying from Tampa was
incorrect, or else *** Airways has changed its plans. We also have
checked the *** Airways website and have come up with different information
than that website gave us last week, so it seems *** Airways has made
changes. We are pleased to know we can re-book our flights from Tampa to
Nassau and return once we are able to vacation again after the Covid-19 virus is
gone. We originally were informed by Expedia that our flight credit was
good until the end of the year but that the deadline might be extended
depending on the duration of the virus.Please note that the phone number Expedia has provided in their message below to contact them when we wish to reschedule our flights is the same number at which we found it impossible to reach them when we tried to get info on *** Airways.We very much appreciate your assistance and will not pursue this further at this time, tho we do reserve the right to contact Expedia and the Revdex.com again if we have problems in rescheduling. Again, we sincerely appreciate your help.the
we had airlline tickets and hotels booked in europe and were not able to to travel as a result of the corona virus. we have contacted expedia numerous times via email and phone to attempt to cancel and obtain a refund and we have not been able to reach anyone. we have spent several hours on the phone on hold and got disconnected. travel dates have already passed and we stil have not received a refund. we requested a refund more than one week prior to our departure dates. we were scheduled to depart washington DC on 3/15/20 with a layover in London and subsequently travel to italy. during this timeframe all travel to italy was banned as a result of the coronavirus. Expedia has yet to reimburse for our expenses, close to $1700. itinerary number is *** and ***. we cannot get a hold of anyone at expedia via phone or email.
Expedia.com Response
• May 15, 2020
May 15, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her reservations. Our records indicate that on December 24, 2020, Ms.
***, or an authorized user of ***’s account, self-booked a flight reservation on Expedia.com, under
itinerary ***. Travel was with *** departing on March 15,
2020, returning on March 20, 2020, from Washington, DC, United States to
London, England, UK. On February 12,
2020, Ms., or an authorized user of ***’s account, self-booked a hotel reservation on
Expedia.com, under itinerary ***. Reservation was for the ***, Turin, with a check-in date of March 17, 2020, and a check-out date of
March 18, 2020. We understand, Ms. is requesting a refund of her
reservations, as she was unable to utilize the reservation due to COVID-19.Upon receipt of
the complaint, we can confirm that on April 17, 2020, Expedia resolved the
issue directly with Ms.. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Customer Response
• May 18, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have flight cancellation insurance and Expedia hasn't honored this! I paid extra money to ensure if I needed to cancel a flight that I would get my money back. Here is the exact link Expedia has that shows their policy: https:***
It states Pre-Departure Trip Cancellation Benefits and how they will "reimburse you, up to the amount in the Schedule for the amount of prepaid, non-refundable and unused Payments". Expedia does not comply with their own plan!
I'm extremely frustrated, upset, and won't be using any of their services again!
I booked a trip with *** through Expedia. The company cancelled and rescheduled my outgoing flight to take place on Apr 24, 2020. When I was informed of this in the beginning of March, a representative from Expedia told me that if I did not accept these changes, I would get a full refund, but that I didn't have to make that decision until 72 hours before my flight. They do not have this information clearly represented on their website and I only became aware of it because I called to understand what had happened to my flight. I have decided a month ago that I do not accept the changes and have tried to contact customer service, but they will not take my calls due to the call volume caused by rebookings and cancellations due to Covid-19. An automated answering machine has told me different times when they will take my call: 10 days, 7 days, and 72 hours before my flight. It is very confusing and when I called 10 days before my flight, they still didn't answer. As well, they are sending me emails and text messages allowing me to cancel my flight on the website, but if I do it this way they will only issue me a credit, instead of the refund which I am entitled to. They are being obtuse in offering me (and other customers, for sure) something that is not the best option in my case, but rather forces me to do business with them again. Nor is it in line with what they told me in a previous call or with the US Gov't position on refunds if flights are cancelled/changed. I don't know that they will give me the option of a refund on the phone, since I don't really know when they will finally take my call. I worry that it will be after the deadline of 72 hours before my flight and so I will have to forfeit my rights to a refund.
May 14, 2020
Revdex.comChicago & N. IllinoisComplaint 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 Revdex.com *** regarding a refund. We understand that Ms. would like a full refund since she did not agree to the airlines schedule change.
Our records indicate on April 7, 2020, Ms. or an authorized user of the Expedia account self-booked a multiple destination flight on *** departing on April 24, 2020 from Newark, NJ, USA to Amsterdam, Netherlands and returning on May 5, 2020 from Helsinki, Finland to Newark, NJ, USA via ***
We can confirm on April 17, 2020, the customer called in and advised that *** authorized a full refund. Our representative noted a full refund the refund timeline.
After further review on May 14, 2020, Expedia reviewed *** record and the flight status of the ticket was open. Per the airline policy of an unacceptable schedule change a refund can be requested. Expedia submitted a refund request through the airline’s electronic subsystem for $642.08. Once *** processes the refund it will be applied to the card ending ***. Expedia suggested since the airline processed the charge, they’ll determine the refund timeline. If you have questions, we’d recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I received a refund for the full amount.
I would like to say that Expedia did not make it easy and the process was not transparent. I understand it doesn't necessarily have to be, but this was a bit ridiculous. After being told by Expedia that I would get a full refund, they back-tracked and said it would only be a credit. This continued even after I confirmed with *** that the refund should be issued. I had to push Expedia to call the airline, which is not something they were going to do otherwise, because they kept saying that I would only get a credit. Meanwhile, they were sending me emails telling me to accept the changes to my flight, which, if accepted, would have invalidated my ability to get a refund. In total, I spent 3 hours on 2 separate calls with Expedia. My interaction with ***, in comparison, took 10 minutes.
Sincerely
Expedia's website directed customers to only contact them to cancel flights if we were flying in the next two weeks, and only call if flying within the next 72 hours. I was flying April 10th on tickets booked through Expedia.
April 3rd I contacted Expedia through their online request to cancel flight form to cancel my April 10th flight.
April 8th I received a notice that the airline had canceled my flight and that to get a travel credit I would need to call Expedia to cancel. I called, and spoke to the agent for an hour. (*** - Case ID : REQ:***). At the end of the call, I was told that my flight was canceled and that I could call Expedia to book future travel with my pending credit.
April 9th I received an email from Expedia that the AIRLINE cancelled my flight, so my ticket was not refundable. I wrote back and quoted ***'s policy that every cancelled flight would receive a travel credit.
April 10th Expedia responded to say, "that due to you ticket was not cancelled prior the schedule travel date they have denied refund." I followed all of Expedia's guidelines for cancellation, followed up several times all before my flight date including: cancelled online April 3rd, confirmed cancellation April 8th, and confirmed cancellation again April 9th.
There should not be different explanations of why I can't get a refund every time I contact Expedia. The first time I was told I couldn't get a refund because the AIRLINE cancelled my flight. The second time I was told I couldn't get a refund because I did not cancel on time. If this was not timely canceled with the refund, then Expedia owes me the money themselves for failing to take action on my cancellation when they created the 72 timelines. If the airline cancelled my flight, then I should have recieved a travel credit like I was promised on the phone on April 8th.
May 28, 2020Revdex.com ***, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a combined one-way fare with *** and ***
Airlines departing Chicago, IL to San Francisco on April 10, 2020, and
returning April 12, 2020 for one adult. We
understand Ms. is requesting a refund.On April
10, *** airlines marked the record as no-show and suspended Ms.’s
ticket. We have advocated a refund request with ***, however while the
tickets remain non-refundable, the airlines has agreed to release the suspension
from the ticket to be used on a future flight. The customer may re-book new
flights with *** through Expedia by June 30, 2020 with no change fees, while
fare difference may apply. *** airlines has also given the option to process
the full amount of the ticket to a voucher which will be valid for two years
from the day it is issued. Ms. must call the airlines directly by June
30, 2020 to apply for the voucher. On March
11, *** airlines cancelled the flight without providing an alternate option,
making the ticket refundable. Expedia has initiated a refund for $205.30, and
will be processed by *** airlines. The refund timing varies based on the
airline and the customer’s credit card company.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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, although I dispute that I no-showed, and contest that I instead cancelled with Expedia 4 times according to Expedia's exact directions on 4 occasions. However, the resolution is satisfactory to me and I will not pursue further.
I'm very grateful for the Revdex.com's assistance in reaching a resolution, and am disheartened that Expedia was unwilling to work with me any of the prior twelve times I attempted to work this out on our own.
Sincerely
On October 17th 2019, I purchased airline tickets to Bali from Expedia.com. On April 6th 2020, *** Airlines cancelled my flights as *** and Bali had instituted travel restrictions that prevented entry due to COVID-19 concerns.
On April 8th, I received an email from Expedia stating that airline policies allowed them only to provide a credit. This is in direct conflict with what I was told by *** Airlines, their written policies, and regulatory guidance.
Policy Statements:
*** Airlines (https://www.***):
“2. Option to choose between Flight Credits or Refunds
i. Save for the tickets in paragraph 2(v), the passenger named on an Eligible Ticket may choose one of the following options, subject to the terms and conditions of this Policy:
a. Cancel the original flight itinerary on his ticket and retain the Unused Value of the ticket as Flight Credits.
b. Obtain a refund of the Unused Value of his ticket.”
Department of Transportation (***):
“This notice reminds the traveling public and U.S. and foreign carriers that passengers should be refunded promptly when their scheduled flights are cancelled or significantly delayed. Although the COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines’ obligation to refund passengers for cancelled or significantly delayed flights remains unchanged.”
Expedia is refusing refunds, automatically assigning unwanted travel vouchers to customers whose flights were cancelled, and citing policies that are directly contracted by the airlines. The airlines are telling us to talk to Expedia (who isn't answering phones/chats/emails) and Expedia says no refunds per airline policy.
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 Mr. *** (Revdex.com
case number ***) regarding his flight reservation. We understand the
customer is requesting a full refund of the flight due to an airline-initiated
schedule change. Upon
review, on April 15, 2020, Expedia contacted *** Airlines and received authorization
for a full refund of the flight due to an airline-initiated schedule change. On April 16, 2020, a full refund of the flight
was issued back to the customer’s original form of payment. The customer was
advised via email that *** Airlines is the merchant of payment and their
refund timing can take up to two billing cycles.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 *** Corporate Correspondence
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I had a flight booked for April 12 from RAK to BCN. This flight was cancelled by the Airline. I have been unable to get a resolution regarding my refund for this flight. My itinerary number is ***. I spoke with someone on April 10th to follow up and she gave me a reference number of *** to document our discussion. I tried calling again on April13th and was told I had to speak to Expedia Spain. They transferred me and I got a message they were not in service and the phone disconnected. I called expedia spain several times and it just kept clicking off.
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 flight
reservation. Our
records indicate that on January 30, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable flight with Swiss
*** on Expedia Spain’s website, under itinerary ***.
We understand the customer is requesting a full refund of the flight due to an
airline-initiated cancellation. Due
to the nonrefundable policy of the flight, we contacted *** Air
Lines for a waiver of the full penalty. The airline confirmed they cancelled
the flight due to COVID-19 and the customer is eligible for a full refund. The
airline advised they temporarily suspended refunds for travel agencies and Expedia
needs to send an email to the airline directly for the refund to be processed. On
May 29, 2020, we sent a refund request via email as instructed by the airline.
Please allow up to 14 business days for the airline to review the request and issue
a refund. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. 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 *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I am very grateful that Expedia has responded in kind to this issue, and has issued the proper email on my behalf to the airline. I cannot in faith accept this response until I actually see the refund to my account. Once the refund is issued, I will of course be satisfied, but until then I would like to keep this case open.
Sincerely
Hello. You replied to me that I already filed a claim against this business. That is true. However, on May 29th the company offered resolution stating that I would be refunded for this flight which the airline cancelled. It is now June 18th, and I have not been refunded. That is why I am contacting you again. How can you allow a company to just tell you they're going to do something,and they never do it? Where can I go from here? Can you please assist with securing the refund that is due to me?
Sincerely
June 26, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the consumer rebuttal from Ms. ***
(Revdex.com case number ***). Expedia regrets the customer hasn’t received a refund from the airline.
We contacted *** Air Lines again and were advised to send another
email request for a refund. We sent another email as instructed, but haven’t
heard from the airline. On June 26, 2020, as a one-time courtesy, Expedia issued a full refund
of the flight in the amount of 155.73 EUR back to the customer’s original form
of payment. It may take up to two billing cycles for the refund to process,
depending on Ms.’s financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased a vacation package from Expedia.com on March 3, 2020. I was offered a vacation waiver from Expedia for an additional charge. The vacation waiver promised to reimburse me the total amount of my vacation cost if I had to cancel for any reason. When I decided to cancel my vacation package, I was unable to contact Expedia do to Covid-19. I attempted to call and waited online for hours with no results. I was able to cancel and receive my hotel cost directly from the hotel. Because it was getting close to my trip date, I contacted the airlines directly to cancel. According to *** Airlines I will receive a refund (I have not received it yet). *** Airlines gave me a credit which I do not want or will not use. I want a reimbursement as promised per my vacation waiver. After hours on the phone, I finally received a call back from Expedia at 12 A.M. the morning of my scheduled departure. I was told that the vacation waiver had changed and that I would not receive a refund as promised but I would receive a credit. When I asked why, I was told that the "Expedia changed the policy". I wrote a letter to Expedia but never received a reply. I want my air fare cost refunded to me per the vacation waiver I paid for.
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 Mr. *** (Revdex.com case number ***) regarding his package
reservation. We understand the customer is requesting a full refund of the
returning flight with *** using his Vacation Waiver. Our records indicate that *** Airline
cancelled the customer’s returning flight for a full credit. On May 31, 2020, per
the customer’s request, Expedia cancelled the customer’s future travel credit
with *** and issued a full refund of $754.14 for the flight using the
Vacation Waiver. It may take up to 30 days for the refund to process, depending
on Mr.’s financial institution. Upon review, the outbound flight with
*** Airlines was refunded in full in the amount of $381.10 on March 31,
2020. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Mr. 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 *** 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
Very frustrated with Expedia. Bought a flight on *** air through Expedia and now *** has cancelled the flight and instructed me to obtain my refund through Expedia. Well, that would be fine but Expedia will not take my call or accept my email requests. Clearly Expedia is pushing me, and others, off in hopes of making us miss some sort of deadline so they can avoid paying us back the money we are entitled to. Where is the government on this? Watch Expedia declare bankruptcy and walk away from what they owe.
They are stealing due to being unable to answer their calls during the coronavirus crisis.
The following were unused and cancelled within the cancellation penalty:
$1401.25 the *** condo Dallas March
$193.56 *** Santa Barbara March
Reserved under ***
The following was reserved fraudulently:
$1697.21 Las Vegas January 28th
The following was only partially used
$2081.59 *** Hills Irvine California March
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 a consumer complaint from Mrs., ***, ***, *** (Revdex.com case number ***) regarding multiple account holders travel reservations.
Our records show that on January 25, 2020 Mrs. *** or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with Air ***, traveling from Los Angeles, CA USA to Edmonton, AB, *** departing on January 28, 2020. The package includes a hotel stay at C ***, Edmonton for a check in on January 29, 2020 and a check out on February 18, 2020, for a total of $2,726.17.On January 27, 2020, Mrs. used our website service tools to (void) the Air *** flight and to cancel the hotel accommodation. The authorization of $1028.96 for the flight was released, and $1,697.21, was processed as a refund back to Mrs. original form of payment. At which point Mrs. did not incur any charges.
Our records show on March 7, 2020, Ms. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Suites by *** Irvine, CA for a check in on March 6, 2020 and a check out on March 18, 2020, for total of $2081.39, with Hotel Protection included.
On May 13, 2020, Expedia contacted *** Suites by *** to discuss Ms. early check-out and to determine if she is eligible for a partial refund. Regrettably, *** Suites stated that Ms. checked out (late) on March 18, 2020 at 3:04pm. A partial refund is not warranted based upon the customers full use of the reservation.
Our records show on March 5, 2020, Ms. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Metrotown, Burnaby, BC for a check in on March 6, 2020 and a check out on March 27, 2020, for total of $3,237.82 collected at check in. On March 6, 2020, Ms. contacted Expedia to cancel the hotel reservation due to airport closure. However, according to the following rules, cancellations made after 10:00 AM local hotel time, Wednesday, March 4, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. Therefore, we contacted *** to request a refund on Ms. behalf. The hotel manager advised Ms. to send them supporting documentation of the airport closure, for a possible exception. We then instructed Ms. to send the necessary information by email.
On May 14, 2020, Expedia contacted the *** Metrotown, to determine if the email was received/approved. The hotel manager stated they did not receive the documentation from Ms., additionally, a Coronavirus flex policy was non-existent. Regrettably, the hotel did not authorize a refund of the penalty fee. In addition, the *** Metrotown, is the merchant of record ( the company that charged the customer’s credit card) on this reservation, she may contact the hotel directly at, ***, to further address her penalty fee.
Our records show on March 11, 2020, Mrs. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** by Barsala, Dallas, TX for a check in on March 12, 2020 and a check out on March 26, 2020, for total of $1,401.25.
On May 14, 2020, Expedia contacted *** by *** to advo***e on Mrs.’s behalf in requesting a refund. The property stated that Mrs. contacted them by text to state the reservation was cancelled. Additionally, a refund is needed due to Mrs.’s inability to check-in at that property. However, *** informed Mrs. that the reservation is non-refundable regardless of the reservations status of either cancelled or completed. The best option, is to contact *** and make future travel arrangements directly at, 12064525560. The *** may offer a credit towards another reservation. We verified on March 11, 2020, Mrs. *** or an authorized account user self-booked a flight reservation on Expedia’s Mobile app under itinerary ***. Travel was with *** Airlines, traveling from Dallas, TX to New York, NY departing on March 26, 2020, for a total of $290.40. The flight reservation includes a cancellation plan.
On March 12, 2020, Mrs. used our website service tools to (void) the *** flight and to cancel the cancellation plan. The authorization of $271.40 for the flight was released, and $19.00, was processed as a refund back to Mrs.’s original form of payment. At which point Mrs. did not incur any charges.
We verified on March 13, 2020, Mrs. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Santa Barbara - Carpinteria South for a check in on March 13, 2020 and a check out on March 15, 2020, for a total of $193.56.On May 14, 2020, Expedia contacted *** to advo***e on Mrs.’s behalf by requesting a refund. Fortunately, the hotel provided their authorization to process a refund back to the customer’s original form of payment. It may take up to 30 days for the refund of $193.56, to post due to processing delays.
We verified on March 12, 2020, Ms. *** self-booked a hotel accommodation using Expedia’s Mobile app, under itinerary ***. The hotel stay was with *** Santa Barbara - Carpinteria South for a check in on March 11, 2020 and a check out on March 12, 2019, for a total of $94.02, with a protection plan included. We understand Mrs., ***, ***, *** booked multiple reservations, and they are seeking compensation from Expedia under each booking.
On May 14, 2020, Expedia contacted *** to advo***e on Ms. behalf by requesting a refund. Regrettably, *** declined our request citing that the entire reservation was used without complaint. Therefore, we are unable to issue Ms. a refund.
Because of the extraordinary circumstances of Coronavirus (COVID-19) travel disruptions, we are receiving a high volume of requests to cancel/refund. Nevertheless, 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. Expedia does not own or operate any hotel or airline and we have no control over a travel providers policy. We cannot provide a refund unless approved by an airline or hotel and must adhere to the providers policy.
Furthermore, by selecting to complete these bookings you acknowledge that you’ve read and accepted Expedia’s Terms of Use:
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.
While we understand the (COVID-19) situation we have served Mrs., ***, ***, *** to the best of our ability. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel providers. Due to the information provided above, we are unable to honor the entire refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
From: *** <***Date: Tue, May 19, 2020, 7:26 PMSubject: Re: Cancellation: ***To: ***
Thank you ***
On Tue, May 19, 2020, 7:23 PM ***> wrote:
Hello Expedia,
Good day!
Our mutual guest cancelled this reservation a few hours after she booked it. She never stayed with and we have refunded $1083.25 back to the Expedia Virtual Card associated with the booking number ***. Can you please refund this amount back to the guest? Here are the details of the refund:
Guest name: ***Reservation number: ***Amount: $1083.25Thank you,***,*** Customer Support
May 22, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. or *** or *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/or resolution offered.
We reviewed Mrs.’s email attachment in regards to the hotel accommodation reserved under the following itinerary number, ***. On May 22, 2020, we contacted, “*** by Barsala”, for refund confirmation based upon the approved email supplied to us by Mrs.. We confirmed that our refund request, although it was originally denied did recently receive an approval by the properties manager.
At Expedia, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. On May 21, 2020, due to the Coronavirus pandemic, numerous requests for a refund has caused delays in processing. We are unable to provide an exact date that the refund of $1,401.25, will post back to Mrs.’s original form of payment. However, it may take up to 30 days for Mrs. to receive the refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ACorporate Correspondence Team
I had received an email that my travel for Amsterdam was changed and that I was to receive a refund/exchange. Since the travel is in June 24, I cannot call them unless my travel is three days from the date of travel. Since I certainly DID NOT request that this travel be cancelled/refunded, I am trying to get a full refund of my airfare, hotel and any taxes/fees associated with this trip. They effectively cancelled my travel without my permission, so why am I not receiving a full credit for my airfare, hotel and any taxes/fees? Any trips Cancelled this way should reimburse you for any costs associated with the travel. They’re refund policy follows that of the airline, but Expedia charges these insane fees on top of that, so when cancellations occur, you have to rebook airfare and pay more taxes/fees. If this does not get resolved in a professional manner, I vow to never use Expedia again and will encourage others not to as well.
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his package reservation. Our records indicate on August 7, 2020, Mr., or
an authorized user of his account, self-booked a package reservation on Expedia.com, under itinerary
***. Travel was with ***, departing on June 23, 2020, returning on
June 29, 2020, from Boston, MA, United States to Amsterdam, Netherlands. The
hotel reservation was for the Hotel ***, Amsterdam, with a check-in date of
June 24, 2020, and a check-out date of June 29, 2020. An airport transportation
was purchased with the itinerary. We understand Mr. is requesting a
refund of his unused package reservation. Upon receipt of
the complaint, Expedia processed a refund in the amount of $643.03 for
Mr.’s flight portion of the package today, May 19, 2020. Due to the
unprecedented circumstances, refunds could take up to 30 days to process. As for the hotel and transportation portion of the
package, Expedia attempted to reach Hotel *** and to advocate on Mr.’s behalf, requesting the
approval to refund the unused reservation; however, we were not successful. We
recommend Mr., reach our service desk at a later time for
further assistance with the refund request. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erik*** Corporate Correspondence Team
I am simply trying to change my vacation package to a different date. I have read thru all the polices and the website keeps saying we can change online, but this is not the case. When you go go switch flights, it is asking me to pay for it again. I am aware per the website I am not traveling in 72 hours, however I refuse to wait that close to the travel date to change. My change will simply take 5 mins. We have already paid $3700 for this trip and that is money on the line we need to simply just change dates due to the fact our resort is opening back up the day of our arrival and we want to reschedule.
May 15, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
***Revdex.com case number ***) regarding her package
reservation. Our records indicate that on March 30, 2020, Ms.,
or an authorized user of Ms. ***’s account, self-booked a package reservation on Expedia.com,
under itinerary ***. Travel is with ***, departing on June 1, 2020,
returning on June 8, 2020, from Atlanta, GA to Honolulu, HI. The hotel
reservation was for the ***, Kahuku, with a check-in date of June
1, 2020, and a check-out date of June 8, 2020. We understand Ms. is
requesting to change her travel dates. Upon receipt of the complaint, we can confirm that on May
5, 2020, Expedia resolved the issue directly with Ms.. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
We booked a flight and a hotel through Expedia.com and they are refusing to issue me any sort of credit for the hotel. My reservation was for March 19, 2020 through March 22, 2020. The days leading up to my trip I was in direct contact with Expedias' customer service department.
Through multiple times of calling them and waiting on the phone to speak to an agent for more than 6 hours, we talked to agents that reassured us that if our airline "***" cancelled our flight due to Covid-19 we would not get a credit but an actual refund in full due to the unprecedented time and unique situation. We did as the Expedia agents told us to do and DID NOT cancel our trip, instead waited for the airline to cancel on us. A couple days before our scheduled trip *** airlines sent us a communication letting us know that our flight had been cancelled. At that time we proceeded to contact Expedia once more to make them aware of our cancelled flight and asked about our next steps to receive a credit or refund for the hotel reservation.
For the next few days and weeks we were unsuccessful at getting a hold of anyone anymore. The customer line that we'd previously called would have an extremely unreasonable wait and at times our calls couldn't even be connected with Expedia due to their high call volume. When we were finally able to get in the queue line to speak to an Expedia representative we would wait on the phone any where from 5- 8 hours at a time to only get someone to hang up on us.
We sent them emails and received no response. Finally, the week of April 5th, 2020 (approximately) we finally spoke to an agent who assured us that they had been extremely busy but were still working on issuing us our credit for the hotel. After not hearing back from Expedia for two week we called them once again today, April 14, and they told us they were not giving us a credit. This was the first time we were told this. Expedia is denying to give us even a credit. We are out almost $1000.
May 18, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his package
reservation. Our records indicate that on January 3, 2020, Mr.
***, or an authorized user of his account, self-booked a package reservation on Expedia.com, under
itinerary ***. Travel was with ***, departing on March 19, 2020,
returning on March 22, 2020, from Grand Rapids, MI, United States to ***,
Quintana Roo, Mexico. The hotel reservation was for The *** - All
Inclusive, ***, with a check-in date of March 19, 2020, and a check-out
date of March 22, 2020. We understand Mr. is requesting a refund of
the hotel part of his package reservation. Upon receipt of
the complaint, Expedia reached out to The *** several times to
advocate on Mr.’ behalf, requesting a refund approval of the unused
reservation. Regrettably, we were unable to obtain a refund approval for the
reservation, as the hotel property is temporarily closed in accordance to the State
Government’s order for a closure. We recommend Mr. contact
our service desk at a later time for further assistance with the refund
request.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate
Correspondence Team
Currently have no employment and bills piling up, therefore trip for April 16th 2020 to 24th cancelled, requesting a full refund as an airline credit is of absolutely no use. Thank you
May 19, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
***Revdex.com case number ***) regarding his
flight reservation. Our records indicate that on January 31, 2020, Mr.
***, or an authorized user of his account, self-booked a combined one-way flight reservation on
Expedia.com, under itinerary ***. Travel was with *** and
*** Airlines, departing on April 16, 2020, returning on April 24, 2020,
from Las Vegas, NV, *** States to San Jose, Costa Rica. We understand Mr.
*** is requesting a refund of his unused flight reservation. Upon receipt of the complaint, the refund request for the
outbound flight with *** has been processed today, May 19, 2020. The refund
timing usually takes up to eight (8) weeks for the airline to issue the refund
back to Mr.’s account. However, due to these unprecedented
circumstances, refunds might take longer. As for Mr.’s inbound flight, a refund request
form was submitted via the airlines’ website, as advised by *** Airlines. Please
note that Mr.’s request is subject to the airline’s review and
approval. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika ***Corporate Correspondence Team
My partner and I booked a trip along with his brother and brother's wife through Expedia for airfare with *** airlines and hotel at *** for March 27th through April 7th. As soon as the COVID19 chaos started I tried contacting Expedia to no avail but continued to follow their online information in which it said to wait to 72 hours before travel to contact them. That did not work either as I could never get through. I then went and found email addresses for top executives and sent them an email and received a response that the hotel would issue me a refund and that I would get a voucher for the airfare. Although this wasn't an ideal resolution for me as I didn't see how it would be possible to complete the same vacation by end of December, I took it because it was so difficult dealing with them. I now have received a second email from them telling me that they made a mistake and I wouldn't be getting a refund for hotel due to hotel rules but when I spoke to the hotel prior (when Expedia wouldn't answer my calls) they said they were providing guests refunds but that I would have to go through Expedia because I made the reservations through them.
I am now requesting my full refund for the hotel and also for my flights as the Department of Transportation put out a bulletin stating that the airlines were responsible for providing me a choice of refund or voucher. I was never given that choice. I understand that businesses are going through difficult times and these are unique situations but this is not fair that we should lose money on something that is out of our control. The airline cancelled our flights. The hotel said they would give us a refund. Expedia is completely lac*** in customer service and business ethics.
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for ta*** 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 S.A. departing Boston, MA to Ponta Delgada,
Portugal on March 27, 2020, and returning April 7, 2020 for two adults. And a
10 night stay at the Hotel *** in a standard double or twin room
for two adults. We understand Ms. is requesting a
refund due to the Covid-19 travel restrictions.On
May 20, 2020, Ms. or an authorized user of the Expedia account called in to inquire on the
refund for the hotel room. The initial refund of $635.94 previously failed on
April 30 due to a charge-back. The refund had been processed a second time and has
since been processed by Expedia.On May
26, a refund for the flights in the amount of $997.70 has been approved and
processed. Due
to unprecedented volume of travel disruptions, refunds may take up to 30 days
to process. We
strive to provide the highest level of customer service, and we apologize for
the customer’s recent experience.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 purchased a trip with cancellation insurance policy for my son. Trip is no longer possible. Expedia is not responding to any of our attempts to gain a full refund. My son *** will be graduating from PA school and will be working in the healthcare field and will not be able to rebook. We do not want a travel credit. We deserve and expect a full refund for trip not taken. Many attempts have been made to contact an agent via telephone, email and online chat with an agent. No agent was ever able to be contacted. I suspect this is how they are treating all of their customers and this is unacceptable! Please help us!
May 28, 2020Re: 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 combined one-way flight reservation. We understand Mrs. is requesting to have a refund of her flights and Travel Protection due to the COVID-19. Our records indicate that on January 16, 2020 Mrs. ***, or an authorized user of his Expedia account, self-booked a Combined one-way flight reservation using Expedia website, under itinerary *** for one traveler. Departure on *** Airlines on May 21, 2020 from Chicago, IL to Las Vegas Nevada. And returning on *** Airlines on May 24, 2020, with added Travel Protection Cancellation Plan. Upon reviewing this matter, we show on May 20, 2020, Mrs. departure flight with *** Airlines was processed back to the original form of payment. The return flight on *** Airlines was cancelled with a waiver for an exchange without penalties. 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 on this itinerary. At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We understand that you are dissatisfied with receiving credit with an airline vs a full refund. We’ve worked incredibly hard with our partners to provide travelers with as much flexibility as possible during COVID-19. In addition, Mrs. were advised of the Terms and Conditions of your Cancellation Plan, which was also available to you at the time of booking and within your booking confirmation email. The Plan is administered by Aon (Travel guard), and any claims can be made directly with them at the contact details provided to you in your confirmation email ([email protected]), or by phone at 1-855-266-4973 or 1-***While we regret that Mrs. experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I purchase a multi city trip for me and my wife from Newark to Brussels and Returning from Athens to Newark flying from August 14-31. This is to attend my daughter's wedding in Greece. I booked my flight last Feb 7, 2020 with Itinerary # *** Due to the current Coronavirus pandemic, and the current age 58 and my wife is 55) and not in the best of health, we decided to cancel our daughter's wedding. I called up *** Airlines to cancel our flight because the flight is through *** Airlines and I was informed that since I bought the ticket through Expedia,com then I should contact Expedia to have my flight cancelled so *** can waive any fee so I can book the cost for future flights through ***. However, I can only avail of this if I can cancel my flight by April 30, 2020. The problem is that I desperately trying to call Expedia's customer phone number but it wont let me get hold of an agent because my flight in more than 72 hours before the acutal flight. I tired to use their chat session and even filled up their cancellation forms twice online to no avail. Now, I am stuck and cannot cancel my flight because I cannot get through their automated phone voicemail and could not cancel through their websites. I want my flight to be cancelled before April 30, 2020 so I can rebook it for future flight without incurring ang cancellation or rebooking fees from *** Airlines
May 28, 2020Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business
Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight
reservation. We understand Mr. is requesting to have a refund or a future travel credit with *** Airlines due to the
COVID-19.
Our records indicate that on February 7, 2020 Mr. Lasin, or an authorized user of his Expedia account, self-booked a
flight reservation using Expedia website, under itinerary *** for two travelers. Departure on *** Airlines
(validating carrier) from Newark, NJ to Brussels, Belgium on August 14, 2020. And returning on *** (operating
carrier) on August 31, 2020.
Upon reviewing this matter, we show Mr. called cancelled his flight and received a future travel credit. 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. Expedia does not own or operate any hotels or airlines.
While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
I booked a hotel room through Expedia.com to *** Hotel for March 20-22, 2020 (Itinerary # ***). Due to COVID-19 the governor stated that all non-essential travel should be avoided so we canceled the reservation. Expedia will not refund the hotel room since the rate was a "non-refundable rate". We did not cancel because our plans changed. We cancelled due to the national healthcare emergency and pandemic. I contacted *** who stated they were not charging any cancellation fees and had not been paid by Expedia and understood and supported the reason for the cancellation. We feel this should be refunded due to the nature of the cancellation. It was not possible to contact Expedia by phone for over a week of trying so I sent an email to customer service and the refund was refused even though it was due to COVID-19.
May 14, 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.
I contacted the hotel and they have authorized a full refund for Ms.’s hotel reservation. The manager at the hotel mentioned they did not charge the customer any amount. I have now processed a full refund of $298.90 and 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 would 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
I booked my flight on March 27th, with Expedia. However, the part of the flight was canceled by *** company, *** agrees to give a full refund to their customer, but I need to turn to Expedia for my refund.
Expedia customer service never answers the phone, and if I cancel from my side, I can only get credits to me which will expire in one year, and I have to purchase with Expedia and with *** ONLY in the future.
I do need my money back or I don't have money to buy another available ticket to go home at this tough time. Every single penny counts!
May 14, 2020
Revdex.comChicago & N. IllinoisComplaint 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 Revdex.com *** regarding a refund. We understand that Ms. would like a full refund.
Our records indicate on March 27, 2020, Ms. or an authorized user of the Expedia account self-booked one, one-way flight on *** Airways departing on April 29, 2020 from St. Louis, MO, USA to Shenyang, China via ***
After further review on May 14, 2020, Expedia reviewed the reservation in the airline system. *** Airways unconfirmed the connection flight from Tokyo, Japan to Shenyang, China on April 14, 2020. Expedia contacted *** Airways and they authorized refunding the reservation. Expedia submitted the refund request to *** Airways via electronic communication. *** Airways was not able to advise the length of time it would take for the customer to receive the refund. Once the refund appears on the original card charged, it will show that *** Airways issued the refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, 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.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 purchased an international ticket from expedia.com and they went ahead and cancelled my ticket after paying for it. I am not sure if it is Covid 19 related because Covid 19 had already begun. I booked my flight on 2-28-20. First, they sent me emails, attempting me to cancel my flights with promotions that I believe did not exist, and when I didn't follow through, they went ahead and cancelled it anyway. First, they blamed me saying I cancelled it, then blaming *** airlines saying they cancelled it, and now it is the corona virus. The facts are, *** said they did not do the cancellation, expedia did. This issue has been going on for at least 2 weeks and I have been trying very hard to resolve it. I DID NOT CANCEL MY FLIGHT. I have consistently told both *** and Expedia that I did not want to cancel, because even if there was an issue with the corona virus, I still had about six weeks more to leave the country. I told them both, that I would prefer to wait until a day or two before the departure date because things may change for the better and I can still use my purchased ticket. Yet, they both refused to listen. *** offered a refund, but I have family overseas and need to go to resolve some family issues. There is a connecting flight involved too, and although it is true, that there are restrictions on the destination country, there are two operating flights presently, and I wanted to take the chance to go and then take it from the connecting city (London). I firmly believe what they did is wrong. Blaming each other for their mistake is wrong and so is not honoring my wishes to wait on cancelling my flight until 48 hours before the departure date. Will you please see what you can do to keep my flight active. I have already set up everything, hired people: cut the grass, etc, and need to resolve imp.family issues overseas. Again, I would be truly grateful if you can help me sort this issue out. God Bless and thank you so much.
Hello, I just want to thank you for helping me resolve case no.: ***. It is my understanding that this issue has been resolved. *** and Expedia have set a new travel for June 01, 2020, without raising my price. Still, if I need your help again in the future, I will contact again. I am very grateful for your help because I am not sure if I would have resolved just by myself. So, thanks again.
June 3, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com, Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer complaint
from Ms. ***Bottom of Form Bottom of
Form, Revdex.com case number *** regarding the ticket being
cancelled. We understand that Ms. would like to travel to her
destination. Our records indicate on February 28, 2020, Ms. or an authorized user of the Expedia account
self-booked a round trip flights on *** departing on May 17, 2020 from Detroit,
MI to Luqa,
Malta and returning November
19, 2021 via 71007905827513.We can confirm
on May 1, 2020, an Expedia
representative completed an exchange for Ms.
*** for a round trip flights on *** departing on July 1, 2020 from Detroit,
MI to Luqa,
Malta and returning January
4, 2021 via *** at no additional cost.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines, and is subject to the rules and restrictions of those providers. In addition, at the time of completing his
booking on our website, Ms.
initially 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
Revdex.com: Please note, that Expedia re-booked my flight again and this one is set to leave on July 1st of this year. They also sent me an email saying that this trip is confirmed by ***. ***, yesterday too, informed me too by phone that this trip is confirmed. You are welcomed to check on this last booking on ***'s website. It seems to be confirmed and set to go but I don't know if it has any problems with it. I am just reporting to you these recent events for now. So, let's hope this one works out and will take me to my destination. Thank you so much for your help and I appreciate it that you are keeping this case opened, at least until I arrive to my destination in Malta. I will keep you updated if another problem arises, I hope not though. Thanks again for now.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Have not been able to contact Expedia.com for over a month via phone, chat, or email. They say they will not help unless we are traveling in the next 72 hours. This has persisted for over a month. We had Expedia Itinerary ***, a package vacation from Tampa to Bahamas with flight and all inclusive resort. Cost was over $4,000. Trip was cancelled due to Corvid-19. We bought Vacation Waiver travel insurance from Expedia in advance but have been unable to contact them to make a claim for the refund of our $4,000+ which they took months ago. At this time of financial difficulty the return of our funds is especially important but Expedia has made it impossible to anyone to reach them. Again, this has persisted for over a month that we have been trying to contact them.
May 13, 2020
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. & Mrs. *** , Revdex.com case number *** regarding a refund. We understand that Mr. would like a full refund.
Our records indicate on November 17 2019, Mr. or an authorized user of the Expedia account self-booked two roundtrip flights on *** Airways departing on April 13, 2020 from Tampa, FL to Nassau, Bahama and returning on March 26, 2020, with a nine night stay at ***- All Inclusive- Adults Only, along with the Vacation Waiver via ***.
We can confirm on April 28, 2020, the customer contacted our one of our online teams and asked for a refund for the hotel portion since hotel was cancelled before departure and he added vacation waiver. Our representative tried calling the hotel but there was no answer.
From April 28, 2020 through May 13, 2020, numerous email communications were sent between Expedia and the hotel and Expedia and the customer. Expedia emailed the hotel asking for authorization to refund the hotel reservation. Expedia emailed the customer advising we were waiting for the hotel authorization and advised the *** Airways tickets were valid for a future credit in the amount of $344.75 person. May 12, 2020 an email advised that a refund had been processed on May 3, 3030 for $1039.27 and $2082.64. The customer responded that the case was not closed and they have not received their refund as yet. Expedia emailed on May 13, 2020, advising “a full refund for your hotel reservation $3,121.91 has been processed to the original form of payment. We’re processing refunds as quickly as possible, but it may take up to 30 days due to the high volume of requests we’re handling.”
After further review on May 13, 2020, Expedia reviewed the customer account and confirms the flights have a future flight credit for $344.75 each. The refund for the hotel was processed on May3, 3030 for $3121.91. it was actually issued in two increments (1039.27 and $2082.64).
When Mr.’s is ready to exchange the ticket, he may contact our Customer Department at 877-***, for further assistance.
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. United was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our
Terms of Use, which expressly provide:Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Dear Mr.,Many thanks for your attention to this matter. I have read Expedia's response. Despite Expedia's assurance to you and to us, no refund has been received. A daily check with our credit card confirms this. This is despite the fact that we purchased Vacation Waiver insurance from Expedia for this package trip. This Vacation Waiver insurance was purchased directly from Expedia, NOT from the hotel or airline. Due to the Corona Virus, our trip was cancelled before its March 17, 2020 departure date and Expedia does not dispute that fact.Please note that this very slow response from Expedia comes only after over 60 days of trying to contact them. Initial repeated phone calls from us to their posted Customer Service number were met with hours on hold and then being cut off before actually talking with a Customer Service rep. Repeated attempts to contact them via their website were met with a canned response that they could only handle customers who were traveling within the next 10 days. Bottom line: for months, we were unable to get anyone at Expedia to help us or to even begin processing our refund.In late April, after a very long wait for a live chat on their website, we finally reached an Expedia employee who could not resolve our issue. After over an hour and a half on the chat, she got a supervisor to help us. Shortly thereafter, we finally received two emails from Expedia stating that our refunds had been processed. That was two weeks ago and neither refund has been received.Expedia says below they repeatedly tried to contact the hotel resort regarding our refund but had difficulty reaching them. Again, we did not purchase our Vacation Waiver from the hotel. We purchased it from Expedia. Whether the hotel refunds the money or not, Expedia is responsible and we expect payment from them.We note that the Expedia email to you states that refund processing may take up to 30 days. Needless to say, after multiple months of trying to get Expedia to pay this claim, we feel we can no longer trust Expedia's promises. They have had thousands of our dollars since last November. We have been trying to get a refund since early March and still have no refund in hand. That 30 day waiting period has long passed.Please follow up on this matter because Expedia has thrown up one road block after another and we can no longer excuse their lack of customer service and their holding on to our money with promises that things are being processed. We expect a refund from Expedia immediately. We also should be entitled to interest on our monies which we believe Expedia has fraudulently withheld from us for many months despite our numerous attempts to secure our refunds.With thanks for your assistance,***Homosassa, Fl
Sincerely
June 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com B *** consumer
rebuttal from Mr. & Mrs. ***. We regret to hear Mr. &
Mrs. & *** did not accept our response.
We are again responding to Mr. & Mrs. & ***
Kitchin complaint. We understand that Mr. &
Mrs. & *** states that *** Airways is no
longer flying out of the Tampa Airport and that Tampa is the only airport they
use so they are requesting a refund.Expedia
has reviewed the details of the previous cases; we want to
make your travel experience as smooth as possible from start to finish during
the reservation booking process. Expedia stands behind their original
response. But as a courtesy we reached
out to *** Airways Reservation Department and they advised they are still
departing out our Tampa Airport. The
customer needs to contact our Customer Service Department at *** to exchange the tickets, they tickets are non-refundable.
We understand that you are
dissatisfied with receiving a credit with an airline vs. a full refund. We’ve
worked incredibly hard to work with our partners to provide travelers with as
much flexibility as possible due to COVID-19, particularly for flights that are
ordinarily non-refundable or limit changes. We recognize that an airline credit
may not be what you were looking for but know that these are extraordinary
circumstances that travel partners are trying to work through and Expedia Group
must follow the airline policies.
Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di *** Corporate Correspondence Team
Many thanks for your attention to this
matter. It appears that the published article we read in the Tampa
newspaper that said *** Airways was no longer flying from Tampa was
incorrect, or else *** Airways has changed its plans. We also have
checked the *** Airways website and have come up with different information
than that website gave us last week, so it seems *** Airways has made
changes. We are pleased to know we can re-book our flights from Tampa to
Nassau and return once we are able to vacation again after the Covid-19 virus is
gone. We originally were informed by Expedia that our flight credit was
good until the end of the year but that the deadline might be extended
depending on the duration of the virus.Please note that the phone number Expedia has provided in their message below to contact them when we wish to reschedule our flights is the same number at which we found it impossible to reach them when we tried to get info on *** Airways.We very much appreciate your assistance and will not pursue this further at this time, tho we do reserve the right to contact Expedia and the Revdex.com again if we have problems in rescheduling. Again, we sincerely appreciate your help.the
we had airlline tickets and hotels booked in europe and were not able to to travel as a result of the corona virus. we have contacted expedia numerous times via email and phone to attempt to cancel and obtain a refund and we have not been able to reach anyone. we have spent several hours on the phone on hold and got disconnected. travel dates have already passed and we stil have not received a refund. we requested a refund more than one week prior to our departure dates. we were scheduled to depart washington DC on 3/15/20 with a layover in London and subsequently travel to italy. during this timeframe all travel to italy was banned as a result of the coronavirus. Expedia has yet to reimburse for our expenses, close to $1700. itinerary number is *** and ***. we cannot get a hold of anyone at expedia via phone or email.
May 15, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her reservations. Our records indicate that on December 24, 2020, Ms.
***, or an authorized user of ***’s account, self-booked a flight reservation on Expedia.com, under
itinerary ***. Travel was with *** departing on March 15,
2020, returning on March 20, 2020, from Washington, DC, United States to
London, England, UK. On February 12,
2020, Ms., or an authorized user of ***’s account, self-booked a hotel reservation on
Expedia.com, under itinerary ***. Reservation was for the ***, Turin, with a check-in date of March 17, 2020, and a check-out date of
March 18, 2020. We understand, Ms. is requesting a refund of her
reservations, as she was unable to utilize the reservation due to COVID-19.Upon receipt of
the complaint, we can confirm that on April 17, 2020, Expedia resolved the
issue directly with Ms.. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have flight cancellation insurance and Expedia hasn't honored this! I paid extra money to ensure if I needed to cancel a flight that I would get my money back. Here is the exact link Expedia has that shows their policy: https:***
It states Pre-Departure Trip Cancellation Benefits and how they will "reimburse you, up to the amount in the Schedule for the amount of prepaid, non-refundable and unused Payments". Expedia does not comply with their own plan!
I'm extremely frustrated, upset, and won't be using any of their services again!