This complaint is meant for *** as well as Expedia.com. I have been unable to get any email contact information for *** even though Expedia is saying that is the only way the company is allowing correspondence right now. This information is not listed on the airline or travel agency's website. I have been trying to contact *** since March 6th via their website's customer service phone number (844-***), but the phone lines have been down. I have had to go through Expedia.com as a third party agency, and while I'm able to get some contact has been unhelpful in revolving the matter also. I have filed a claim with the flight protection agency, AIG Travel, and I have not received a response to my knowledge.
A family member booked a flight on my Expedia account for March 16, 2020 to fly from Miami, FL to Venice, Italy via Madrid, Spain. The flight was then to return April 20, 2020 from Venice, Italy via Madrid, Spain to Miami, FL. Because of the COVID-19, *** noted on their website that all flights from the United States between March 14, 2020 to April 30, 2020 would be cancelled.
The customer did not try to change the flight, but Expedia and *** were unable to deliver the services paid for and are refusing to refund the flight, but instead only offer a credit. This credit, by the way, is not even showing through the Expedia account, so I don't even know that it's verifiable. This has all been frustrating and the business ethic has been deplorable. The customer has since been laid off and could use the refund to pay rent. In the end, the services paid were not delivered through no fault of the customer and warrants a full refund. This is a difficult time for all, but the services were not delivered and should be refunded. A credit only is unacceptable practice.
Expedia.com Response
• May 12, 2020
May 12, 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 a flight reservation.
Our records indicate on January 11, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with ***, traveling from Miami, FL USA to Venice, Italy departing on March 16, 2020, the flight included a protection plan, for a total of $573.25. We understand Ms. is seeking a refund for the flight reservation, based on the airline-initiated schedule change.On March 15, 2020, we received an airline schedule change request from ***, therefore, a notification was sent to Ms.. At the customers request to cancel and obtain a full refund we contacted *** by phone. Regrettably, the airline wasn’t accepting incoming calls, due to the circumstances of the Coronavirus pandemic.
Between March 17, 2020 and April 2, 2020, Expedia sent multiple requests for a refund to ***, by email. The *** responded with, we are offering to waive our penalty fees charged to rebook her trip through March 31, 2021. This reservation does not qualify for a refund due ***’s non-refundable cancellation policy. Additionally, *** is the merchant of record (the entity that received the funds and is the company that charged the customer’s credit card) on this itinerary.
See the following *** cancel policy:
*** restrictions: Ticket is non-refundable
In addition, Ms. may visit ***’s website to review their flexibility policy which has affected unprecedented number of reservations at the following address:
https://www.***
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 the airline and we have no control over when, or how often, airline-initiated schedule changes occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Kindly note *** stated beyond the penalty fees Ms. may have to pay the difference if the new ticket is higher than the original one. In regards to the (airfare) voucher, *** offers the possibility to save the amount of the ticket to use on a future purchase. The voucher must be used within 12 months of the purchase date. Therefore, Expedia requested a voucher by completing their online form, it will take 15-20 days, for issue purposes. To access the future travel credit of $538.25, Ms. may visit the merchant of records website, to apply her credit towards a future flight that meets the airline’s credit limitations. However, Ms. can chose to contact Expedia at the following number, (877) *** to utilize the airfare credit.
While we understand the extraordinary circumstances caused by the Coronavirus disruptions, we have served Ms. 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 Ms. refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• May 13, 2020
Complaint: ***
I am rejecting this response because:
I have also contacted *** and filed a claim for reimbursement as Expedia has noted in their response. It took more than a month to be able to get though to ***. However, I am told I have to now wait another 45 days from that file date. In the meantime, three different *** representatives have told me that it is not their responsibility to reimburse the flight but Expedia’s. I contacted Expedia about this claim, and they have since chosen to be unresponsive and ignore me. I have also filed a claim with *** since I had flight protection plan. Expedia’s customer service team has been unhelpful in assisting customers to resolve matters that don’t involve taking money for services, but they are not willing handle much of anything else When the businesses they affiliate with don’t deliver. It is a terrible business practice.
Sincerely
I am from NEW YORK and I had family plans to travel to London and Paris on 4/14/2020. I booked thru expedia and the airline is *** AIRWAYS. On my expedia page shows the booking was cancelled and on *** airways website it shows that the flights were cancelled and NOT BY ME. After calling EXPEDIA several times I finally got thru couple of agents (on 2 separate occasions); TOM and KIM (they refused to give me last names). And when I asked when am getting back my money they both stated all I can get is CREDIT to travel within the next 12 months. I went to *** AIRWAYS PAGE and on the cancellation category CLEARLY STATES "If you booked through a travel agent, tour operator or online Please contact them directly to rebook or get a refund".
As you probably know in NY right now people are suffering, (I already lost a family member due to the virus) and I am struggling emotionally and financially. Offering me CREDIT right now feels like they stealing my money.
SOMEBODY PLS HELP.
MY EXPEDIA ITINERARY #*** the amount of the flight are $4852.68
Expedia.com Response
• May 12, 2020
May 12, 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 Mr. *** (Revdex.com case number ***) regarding a multiple flight reservation. We
understand Mr. is requesting a refund due to the Coronavirus outbreak. Our records indicate that on January 14, 2020 Mr. ***, or an authorized user of his Expedia account, self-booked a multiple flight reservation using
Expedia’s website, under itinerary *** for five travelers. Departure on *** Airways for April 14, 2020 from New York, NY to London, England and
on April 18, 2020 from London, England to Paris, France. Traveling from Paris, France to New York, NY.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airways on your flight due to the Coronavirus outbreak. We show
on April 20, 2020 has provided a travel advisory that allowed Mr. to receive a refund on his flight without any penalty fees. The time it takes the
refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
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. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.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,
I have made a booking for flights in early 2020 for my honeymoon scheduled to happen on May 17-May 31st. Due to the COVID-19, all of our hotels have been cancelled and we have tried, on many occassions, to discuss a refund regarding our flights with Expedia. My fiance and I have spent over 80 hours in the past 3 months either waiting on a call or the phone with expedia.
In April, the airline, *** Airlines, had issued a waiver policy that allows flights booked before March 15th and scheduled to occur before May 31st, 2020 to be refunded. We have tried many times to contact expedia to get this full refund as permitted by the airline. Regardless of our attempts, expedia has hang up on all of calls and have not provided any correspondence or assistance. In the times of COVID-19, when many have lost jobs, we need to cancel the flights and get the refund (premitted by the airline) in order to pay our rent. This was supposed to be our honeymoon, which we saved for almost a year to afford and expedia would not help, provide service, or even answer the calls. Over 80 hours on the phone with expedia is unnaceptable. This is the worst company I have ever worked with. They do not care for their customers and you have to invest so much time to prove your case even though everything is documented. I will never use them again.
Expedia.com Response
• May 13, 2020
May 13, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** , Revdex.com case number *** regarding refunds. We understand that Ms. is requesting a refund for two flight reservations.
Our records indicate on January 9, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airline departing on May 17, 2020 from Newark, NJ, USA to Denpasar, Indonesia and returning on May 30, 2020, with the Flight Protection Plan via ***
We can confirm on April 21, 2020, *** Airline’s record reflects that the tickets are being processed for refund based on their COVID19 policy.
After further review on May 13, 2020, Expedia reviewed the *** Airline’s record and confirms the refunds are being processed. *** Airline will be processing the refund to the original card charged based on their COVID19 policy. 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. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional 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 travel 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 fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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,Di-Di ***Corporate Correspondence Team
I booked a trip with Expedia (itinerary ***) back on 1/25/75 to go to Frankfurt, Germany from 4/13-4/20. I then used *** Mileage Plus upgrade points to upgrade my seats. COVID hit and Expedia encouraged me to change or cancel my trip online and not call in. On 4/7/19, I did what Expedia asked me to do. I went through the change flight flow and changed my flight date to 11/3-11/10 and received a new trip itinerary of ***. I noticed that it looked like it charged me again. I tried to call Expedia but because neither my old flights, nor the new flights were within 72 hrs and the VRU hung up on me. I waited until I was in the 72 hours window and called Expedia on 4/11/20. I spent over 4 hours on the phone and was passed to multiple managers. I was told they could issue me a travel voucher for the double billing. I said I did not want a travel voucher, I wanted to be refunded. The first agent I spoke to said that only they can process changes without billing for the change. I asked why do you tell people both on your website and VRU to not speak with a rep and do it yourself. Then I was told I processed a brand new itinerary instead of a change. I told them that was incorrect. They insisted it was my fault. Because my old flight and itinerary was still active, I went in to change my flight just as I did before and had the same experience (I have screenshots). It allowed me to change my flight but looked to be billing me again. I told the Manager he was incorrect and I processed the change exactly how they told me to. He passed me to another Manager who said that she could not refund me because *** took over the tickets from the first flight and I had to call ***. I called *** and spent another 1.5 hours on the phone and they told me that Expedia did not do an exchange, but instead issued new tickets and they can not refund me and can only issue a travel voucher.
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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a full refund for the cancelled flights since she booked another reservation.
Our records indicate on January 25, 2020, Ms. or an authorized user of the Expedia account self-booked four roundtrip flights on *** departing on April 13, 2020 from Newark, NJ, USA to Frankfurt, Germany and returning on April 20, 2020, with a six night stay at *** Frankfurt Airport and a six day *** rental car via ***.
We can confirm on April 11, 2020, the customer called in advising she changed the reservation online because the airline is allowing a change without a change fee, but stated she was charged. She advised when she called us our prompt advised "if you want to cancel or change your reservation you do not need to call you can make the change it online". Customer now has a new reservation for November and wants to cancel the original reservation and get a refund. Customer asked for a Supervisor. A Supervisor took over the call after reviewing the creation of the reservation in our back office system and noted the customer selected a new flights and accepted the pricing of the newly created reservation and advised it is not an error.
After further review on May 13, 2020, Expedia reviewed our back office system and was able to confirm the reservation was created as a brand new roundtrip flight reservation with travel dates of November 3-10, 2020 from Newark, NJ, USA to Frankfurt, Germany for $4701.72 with a rental car for $264.78 itinerary number ***. Expedia called *** and they advised unfortunately, that they were not able to do anything with the ticket that the customer originally created, and stated she has the tickets for future travel. The new tickets for November are non-refundable and could have only been voided with 24 hours of the reservation being created.
When Ms. is ready to exchange the ticket she 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. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our
Terms of Use, which *** 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.
Puerto Vallarta (PVR) - Fri, May 15 - (Itinerary # *** Puerto Vallarta (PVR) - Fri, May 15 - (Itinerary # ***)
After several attempts to contact Expedia with no success I am seeking assistance, I purchased a ticket for myself Itinerary # *** as well we for my daughter *** and ***. Since I was not able to make contact with anyone at Expedia I called the airlines and explained that we were not able to go on our trip due to the Covid situation. Although my daughter and EX SON IN LAW are ok they must remain healthy and not travel. The situation has caused many issues such as my daughter divorcing my son in law. When I called *** they offered to give each person a voucher. However why would I want vouchers for my daughter and now ex sin in law.
Expedia.com Response
• May 27, 2020
May 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Mr. *** an authorized user of the Expedia account self-booked a round trip flights
on ***, Revdex.com case
number *** regarding a future credit/refund. We understand that Mr. would like a future credit/refund to be able to use on a future
trip.
Our records indicate on January
15, 2020, Mr. or an authorized user of the Expedia account self-booked a round trip flight on *** departing on May 15, 2020 from Dallas, TX to Puerto
Vallarta, Jalisco, Mexico and returning on May 23, 2020 via ***. Mr. *** or an authorized user of the Expedia account also self-booked two round trip flight
on *** departing on May 15, 2020 from Dallas, TX to Puerto
Vallarta, Jalisco, Mexico and returning on May 19, 2020 via ***
We
can confirm on April 25, 2020, the
customer contacted Expedia and asked for
a supervisor. He wanted ***
ticket to be cancelled and to get a credit in another name. Our representative advised based on terms and
condition of *** the voucher could only be in the name of the original
passenger that was booked. The call was escalated, and customer advised the tickets
are for his daughter and son in-law and they are getting divorced. He either wants a refund or name transfer on
the ticket.
Our representative called
airline to check and they advised only a credit is allowed. Our representative
advised he could change the name on ticket, it would cost $59 each way which is
total $118. Expedia was able to verify the customer requested to cancel the reservation via electronic
communication for itinerary ***. Expedia
emailed the cancellation confirmation to the email address on file. The cancellation generated a future flight
credit for $317.14.
On April 29, 2020, the
customer requested through electronic communication to cancel the flight
reservation for itinerary ***. Expedia
emailed the cancellation confirmation to the email address on file. The cancellation generated a future flight
credit for $311.14 for each ticket.
After further review on May
27, 2020, Expedia has been able to confirm *** COVI19 policy and Mr.
*** has a future flight travel credit for each of the tickets that he
cancelled. The passengers can change the dates once or
several times without penalty charges to flights on the same route and fare
availability, travel must be completed before March 31st, 2021. Mr. will need to contact our Customer
Service Department at 877-*** to complete the
exchanges and travel before March 31, 2021.
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.
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. *** were
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the event
of any delay, cancellation, overbooking, strike, force majeure or other causes
beyond their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Expedia canceled our flight on my behalf, because we would have missed our connecting flight. I understand this, but I have not been able to get a hold of Expedia to change the flight. Instead, I tried to contact the airline, who told me that there was nothing they could do, and to contact Expedia. Expedia will not answer my call, because my flight is too far away (one month). However, this is not acceptable. They want me to rebook a flight 3 days before the day of the flight? That makes no sense! Not only that, but they are trying to force me to take a credit, rather than a full refund, which I am legally entitled to per DOT Regulations.
Expedia.com Response
• May 13, 2020
May 13, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on March 16, 2020, Mr. or an authorized Expedia account user self-booked a reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Raleigh, NC USA to London, England, UK departing on May 18, 2020 and returning on May 26, 2020. The package includes a hotel with stay at ***, London, England for a check in on May 19, 2020 and a check out on May 26, 2020, for a total of $3291.04. We understand Mr. is seeking a refund due to the airline canceling the flight in relation to the Coronavirus pandemic. On April 13, 2020, *** Airlines initiated a schedule change causing the flight to cancel due to the Coronavirus. Then *** issued a future travel credit for the value of $2,113.20, on April 22, 2020, based upon the non-refundable restrictions. Therefore, we advised Mr. of *** Airlines cancellation/flexibility policy as depicted from their website. Between April 22, 2020 and May 4, 2020, Mr. contacted Expedia to request a refund for the cancelled flight and hotel stay. In order to accommodate Mr.’s request we contacted *** to determine if the schedule change, could make Mr.’s flight eligible for a refund. Fortunately, *** deemed that Mr.’s reservation qualified for a refund of $2113.20. In addition, we contacted *** to advocate on the customers behalf in requesting a refund, as opposed to a voucher. The hotel manager provided Expedia with an exception to their non-refundable terms giving us the authorization to process a refund of $1177.84. On May 4, 2020, Expedia then refunded $2113.20 and $1177.84, back to Mr.’s original form of payment. However, due to an unprecedented number of refund requests, causing delays. The total refund may take up to 30 days to deposit. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team
Customer Response
• May 13, 2020
Complaint: ***
I am rejecting this response because: I have several questions that I would like answers to before I am satisfied with Expedia's response.
1. Why was I at first denied a refund despite DOT Guidelines stating that refunded flights are eligible for a refund? From Expedia on April 22:
"Thank you for allowing us the opportunity to address your concerns in regard to your cancelled flight initiated by *** Airlines. We understand that you are dissatisfied with receiving a 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 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."
In addition:
"Additionally, at the time of booking you 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We regret that we are unable to offer a more satisfactory response or resolution to your concern. We hope you understand we must adhere to the policy as dictated by the airline."
This seems like an attempt by Expedia to avoid offering a refund.
2. Why did it take Expedia one month to respond to my complaint? The above email was a response to an initial email that I sent on April 13th. This email was sent to me on April 22nd, and no one responded to my followups asking for additional information.
3. Why did it take multiple calls, emails, and a Revdex.com complaint to finally achieve the refund I requested? In addition to the emails and calls, I was FINALLY able to get into contact with Expedia on May 5th. This was not Expedia attempting to contact me, and this was not in response to any of my multiple attempts. One might consider this illegal; I was sold a plane ticket, the flight was cancelled, and the only company with the ability to refund me refused to answer my calls or emails for several weeks.
4. What are you doing to make your customer service more effective and centered on responding to customers?
I fully understand that this is an unprecedented time in the travel industry, and I want to make it clear that most, if not all, of the people I have come in to contact with at Expedia have been immeasurably helpful. However, this does not excuse the business practice of ignoring customers, stealing money, and choosing when to take responsibility and when to pretend like they are at the mercy of their partners.
Once the above questions have been given answers to the best of the company's ability, and I have received my refund (still pending), I would be happy to close this case. Until then, I am rejecting this response.
I have made multiple attempts to contact Expedia regarding refunding me my ticket purchase itinerary #*** The only response I did receive was a text message stating there would be no refund, just a credit. This is disheartening as I am a single mother with four children working only part time and not sure how much longer will have a job. Also, with high blood pressure and a child with a weak immune system was informed it’d be better not to travel. My family is in dire need of money. I don’t see us even being able to use the credit as is. The $1893.50 that I purchased for tickets could help feed my family and pay bills that have not been paid. Rather then losing my money all together, I could put it to good use in this desperate time. Furthermore, everything I’ve gone through with Expedia, I definitely would not want to do business with them again. It’s been an absolutely horrible experience and this is my first and last time dealing with them.
Expedia.com Response
• May 14, 2020
May 13, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records reflect on March 3, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s Mobile site under itinerary *** Travel was with *** and *** Airlines, traveling from Boston, MA to Key West, FL departing on April 26, 2020 and returning on May 1, 2020, for a total of $1893.58. We understand that Ms. is seeking a refund based upon a canceling the flight reservation in relation to the Coronavirus pandemic.On March 27, 2020, we received Ms.’s *** Airlines cancellation request, therefore, we cancelled the flight and issued a Future Travel Credit.On April 28, 2020, Ms. contacted Expedia to discuss the *** Airlines portion of her flight reservation. The *** Airlines Coronavirus flexibility policy depicted on their website states that Ms., qualifies for a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund for Ms.’s flight but rather waiving their penalty fees before, December 31, 2021. This is based upon their non-refundable ticket rules.
On April 30, 2020, we received Ms.’s *** Airlines cancellation request, we then cancelled the flight and issued a Future Travel Credit. The *** Airlines Coronavirus flexibility policy available on their website indicates that Ms., qualifies for a Future Travel Credit. In addition, *** Airlines is not permitting a refund but their waiving all penalty fees prior to, December 31, 2021. This is based upon their non-refundable ticket rules. Furthermore, both *** and *** Airlines are the merchants of record (the companies that charged Ms. Farewell’s credit card) on this flight itinerary.
Because of the extraordinary circumstances of Coronavirus travel disruptions, we are receiving a high volume of requests for either a travel credit or a refund. Nonetheless, 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 airline and we have no control over when, or how often, airlines chose to restrict a flight. We cannot provide a refund unless approved by the airline and we must adhere to the airlines policy.See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the flight reservation:
*** Cancellation/Change Policy: Tickets are nonrefundable, and changes are not permitted. *** Cancellation/Change Policy: Tickets are nonrefundable, and changes are not permitted.Expedia combined two one-way tickets to get you the best deal on this flight. If you need to make changes or cancel, you'll need to do it twice-once for each one-way ticket.Note: The Future Travel Credits are subjected to a possible fare difference at the time of reissue Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.In order to use the two separate Future Travel Credits of $1,017.50 for *** Airlines and $861.00 for *** Airlines, she may contact the following number, (877) *** While we understand the Coronavirus situation we have continued to serve Ms. 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 partners. Due to the information provided above, we are unable to honor Ms.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Have a trip that was booked for a May 17 to May 24, 2020 to Mexico. Due to Covid, I have to cancel. I took out the insurance to get a full refund if I cancel for any reason. I have tried multiple time to reach customer service and they will not let your call through unless your trip leaves within 72 hours. I went online and cancelled the two flights and was given an “airline credit” not a refund. I went to cancel the resort, and it says cancellations are non refundable.
Expedia.com Response
• May 13, 2020
May 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one-way fare with *** and ***
*** Airlines departing Boston, MA to Cancun, Quintana Roo, Mexico on May
17, 2020, returning May 24, 2020. A seven
night stay at *** All Inclusive Adults Only for two adults with a round-trip shuttle service
from the airport to hotel with *** Mexico. And the Expedia Vacation
Waiver. We understand Mr. is
requesting a full refund due to the Covid-19 travel restrictions.On April 5, *** Airlines changed the flight schedule to depart Boston at 6:01 A.M rather than 9:30
A.M. And on April 21, the airlines suspended flight operation to Mexico making
the flight valid for a refund per airlines policies. A refund has been initiated
by Expedia for $415.12, and will be processed by *** Airlines. *** Airways
has extended future travel credit for Mr.. The customer may re-book new
flights with *** through January 4, 2021 with no change fees, while fare
difference may apply. On April
13, a refund of $86.87 had been processed for the shuttle service with ***
Mexico. And on May 11, a refund for $1364.34 for the ***. Refunds
may take up to 30 business days to reflect to the original form of payment. Unfortunately
we are unable to process a refund for the Expedia vacation waiver.
We understand that the customer is looking
for a full refund vs. an airline credit with ***. 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 Mr. was 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. 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 submitted a dispute for the charge on October 27, 2019 various times. This has not been resolved. I did not complete this travel, did NOT authorize and fully unaware. This is a fraud charge. Credit card states itinerary number ***. Police report number: *** in Illinois. Refund my credit card ASAP!
Expedia.com Response
• May 14, 2020
May 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records indicate Ms. or someone with account access
called Expedia on October 26, 2020 to book a one night stay at the *** for two adults. We understand Ms. is requesting a refund as she claims she
did not authorize to book.On October
26, 2019, the customer was sent a confirmation email of the booking that has
been seen one time since it was received. Expedia has confirmed with the hotel
directly that the customer checked into the room *** on October 27, 2019 under the name ***. Ms. also requested a late check-out at 12P.M.Expedia is
unable to provide a refund for this reservation due to the information
provided.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 17, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
The fraud police report number was provided. All charges that was conducted without my awareness and authorization as been refunded expected for this. Please provide information on how I may use Expedia for holding me accountable for a fraudulent charge and identity theft
My trip was cancelled due to the COVID-19 travel restrictions in place. I purchased my *** Airlines airline ticket on Expedia.com. I contacted *** Airlines to provide me with a full refund instead of the travel credit, and they referred me to Expedia, since that's where the ticket was purchased. After contacting Expedia, the representative was unable to provide a refund. I asked to speak with the supervisor, who was also unable to help.
Expedia.com Response
• May 14, 2020
May 14, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. would like a full refund.
Our records indicate on January 23, 2020, Mr. or an authorized user of the Expedia account self-booked one roundtrip flight on *** Airways departing on April 3, 2020 from Norfolk, VA, USA to Cartagena, Colombia and returning on April 6, 2020 via ***
After further review on May 14, 2020, Expedia reviewed the *** Airline’s record and the reservation was requested to be cancelled by the customer on March 21, 2020. At the time the reservation was cancelled, Expedia emailed a cancellation email. The cancellation email advised, “you've received airline credit with *** Airlines worth a total of $954.35.” When the reservation was booked it was booked as non-refundable. *** Airline is allowing the reservation to be rebooked and waiving the exchange fee, but any increase in fare would be the responsibility of the customer. The ticket validity is also being extended until December 31, 2021. When Mr. 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. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Hello..I was on a 7 *** cruise with *** on 3/8-3/17/2020. On 03/15 we were suppose to return to port in puerto rico but was forced to detour because of Covid-19 to miami which took 2 extra ***s at sea. The announcement to detour was made on morning of 03/15. I tried to contact expedia by phone and online.Only had 1 *** of free wifi and phone courtesy of the ship to make necessary travel changes to get home. I needed to change or cancel my flight which was set for 03/16. Also cancel my hotel which was set 03/15 in Puerto Rico. First time calling at 9am I was put in their hold que. after about a hour the call dropped. Called back and kept getting "having technical difficulties call back later". Also had trouble rebooking flight online. Click to chat told me "all agents are busy try back later". Tried contacting them through out the *** 9am through about 7pm. Still no contact. In all that missed my flight the next *** and no show for hotel. tried again when I got to miami.Same result. I had to book another flight home for my wife and I with no credit.Of course airline told me to talk to expedia for refund.Contacted Expedia last week same result. I decided to wait until 03/31 to call back. Finally reached an agent in their hotel billing department. He placed me on hold and had me holding for 45 mins before call dropped. After that I went online. Said because my reservations wasn't within 72 hours cant help.
Tried by phone couple hours later and different agent was able to finally submit a case for refund on hotel, She estimated a 4 week wait time for "potential" refund. She transferred me to the dept. that deals with flights.was on hold for approximately 2 hrs before call drop. This whole experience has been a nightmare. I understand that its a difficult time right now but to be given the run around from *** one to now is unacceptable. I dont have time being an essential worker as a mail carrier being stuck in a system loop. Oh yeah almost failed to mention I had flight insurance as well. I'm expecting the appropriate amount of compensation for flight and hotel.
Expedia.com Response
• May 27, 2020
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight and hotel
reservation. Our records reflect a round-trip fare with *** Airlines departing Minneapolis,
MN to San Juan, Puerto Rico on March 7, 2020, and returning March 16, 2020 for
two adults on itinerary ***. And a one night stay at the *** Hotel, checking in March 15, 2020 for two adults in a deluxe room. We understand Mr. is requesting a refund for the return
portion of the flight, and a refund for the hotel stay due to travel
restrictions caused by the Covid-19 pandemic.On March
16, *** marked the flights as suspended due to no-show. We have advocated
the refund request to the airlines and was advised they will re-open the ticket
status to use as future travel credit given the circumstance. *** has given
two choices, the customer may re-book future travel until January 28, 2022.
*** will waive change fees, while fare difference may apply. The customer
must re-book departure from San Juan, Puerto Rico. The second option is to
apply for a voucher directly with *** that will be valid for two years from
the *** it will be issued. This voucher will be in the value of the return
portion, and can be used on anywhere *** Airlines operates, while fare
difference may apply. We have also requested a refund via
***airlines.com/refunds on behalf of Mr., however refunds are subject to
approval. The customer will be notified directly by *** with any updates
regarding the refund approval.As for the
hotel portion, we were unable to obtain a refund approval for the reservation,
as the hotel property maybe currently closed due to Covid-19. 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,Michael ***Corporate Correspondence Team
Due to the COVID 19 pandemic, my flight on 5/7/20 was canceled. I contacted the airlines and they informed me the ticket was fully refundable as they have canceled all flights to Hawaii through the end of May. I worked with them first and then contacted Expedia who I booked the entire trip through. I paid $1095.23 on Saturday, March 7th for the trip. I canceled the trip using the app and it says it's processing a refund (which may take up to 30 days) but the amount is not for the full amount I paid for the trip. I have attempted to contact Expedia for an explanation and they have set up their automated system to only take calls from people travelling in the next 72 hours. They require you to enter your trip information and that is what validates that you have travel in the next 72 hours. They do not provide any other means of reaching them.
Expedia.com Response
• May 13, 2020
May 13, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting a refund due to the Coronavirus outbreak. Our records indicate that on March 5, 2020 Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for May 5, 2020 from Phoenix, AZ to Kailua-Kona, HI and
returning on May 10, 2020 with stay at *** and add Travel Protection Vacation Waiver.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airlines on your flight due to the Coronavirus outbreak. We
show on April 24, 2020 has provided a travel advisory that allowed Mr. to receive a refund on his flight without any penalty fees. The time it takes the
refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.While we regret that 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
Customer Response
• May 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I made flight arrangements for a trip to China on *** Airlines through Expedia.com. This trip was to take place in May of 2020. Obviously because of the Corona Virus, this trip will not be taking place. On March 11, I received an email from *** Airlines informing me that they were cancelling flights to china until at least October of 2020 and that I could obtain a refund by going to the *** site if the purchase was made directly with *** or to connect the agent elsewise. Since I made the reservations through Expedia, I have attempted to contact them. This is literally impossible. Incredible waits on the phone, on-line chat is non-responsive, no e-mail address, no physical address for mailing., etc. On April 10, I received an e-mail from Expedia informing me that I can cancel the booking for an airline credit. First, when I check the Expedia website, it shows that my reservation is already cancelled without me doing anything. Secondly, *** Airlines has told me in their email that I should receive a refund not airline credit. It has been impossible to contact Expedia for receiving my refund. I am beginning to believe the Expedia is obtaining the refund from *** Airlines but not passing it back to me. I simply want to be able to interface with Expedia to get proper clarification and assurance that I will receive the refund that *** was told me I am due. I have not even been able to present my questions to Expedia since phone is impossible, chat-line doesn't work, no e-mail address to be found and no physical address to allow for mail contact. We are talking over $1500 here. While I understand that Expedia is swamped, there should be some way to register concerns with them. The Itinerary number is #
Customer Response
• May 11, 2020
About 5 days ago, after two months, I was finally able to contact Expedia. They promised the requested refund at that time. Yesterday I received notification from *** that the refund had been received. This is final satisfaction of my problem. While it has been satisfied, the length of time to be able to even contact Expedia was extraordinary. No other company that I had to deal with over the virus problem had any difficult in at least being contacted, and in fact none of them had any problem in quickly processing refunds. It really makes me concerned that there is something greatly wrong at Expedia.
On November 11, 2019, we booked a flight and hotel with Expedia for a trip from April 27 to May 11, 2020 to Vienna. On April 8, 2002, Expedia send me an email stating that either the airline cancelled the flight or we did not take the trip and that Expedia has issued a credit for the flight. I do not want a credit; I want a refund. First, I did not cancel the flight; the airline (*** operating ***) cancelled the flight. Under the Department of Transportation April 3, 2020, Enforcement Order, when the airline cancels the flight the airline must provide a refund. In addition, the ticket was refundable with a penalty of $600 total for itinerary cancellations and changes. The DOT Order says that if the airline cancelled the application of penalty or non-refundability provisions violates the law (49 U.S.C. 4172). I contacted *** twice and they say they ares aware of the DOT order but that I should get the refund from Expedia because *** does not know the amount of the ticket. (I also had a refundable hotel reservation which I cancelled on March 26 and I have not received a refund from Expedia for that hotel room). My concern is that I want a refund, not an Expedia or *** Airline credit, because I am not getting the product/service that I contracted for and a refund is mandated by the DOT April 3 Order. I have tried to contact Expedia several times using various numbers on their site but they have their phones set up so there is no way to contact a live agent until 72 hours before my flight -- which is now cancelled -- and as I do not have a flight there is no way to talk to a live agent at all, and the phone disconnects.
Expedia.com Response
• May 14, 2020
May 14, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a full refund without a penalty and not a voucher.
Our records indicate on November 10 2019, Ms. or an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on April 27, 2020 from Los Angeles, CA, USA to Vienna, Austria and returning on May 11, 2020, along with a three night stay at *** via ***
We can confirm on April 20, 2020, the customer called to get a refund since the airline canceled flight. The representative refunded the airline record based on COVID19 policy.
After further review on May 14, 2020, Expedia reviewed the customer account, the hotel was cancelled and refunded on March 25, 2020 for $386.48; flights were refunded on April 20. 2020 for $1205.56. Each refund was processed towards card *** card ending ***. The refund should appear on the card with 30 days from the processing date.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Our return flight was cancelled by the airline due to Covid-19 and Peru closing the borders. We are trying to get a refund as required by the department of transportation guidelines as the airline cancelled the flight. We are having a similar situation with our back up return flight through Expedia and both flights were through *** airlines. *** airlines routinely says *** and Expedia are required to refund us and the travel agencies are saying *** is required to refund us. After a WEEK and At least 50 hours of OT phone calls, holds, and finger pointing we are demanding a refund NOT a airline credit as mandated by the DOT due to the fact airlines cancelled the flight AND *** just stated on their Twitter they will refund airlines cancelled due to CoVID -19 which is clearly a lie . This companies clearly is cheating their customers and have zero regard for regulations as mandated by the DOT.
Expedia.com Response
• May 12, 2020
May 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight itinerary. Our records reflect a one-way fare with *** Airlines departing Lima, Peru to
New York, NY with a connecting flight in Miami, FL on April 1, 2020. We understand Mr. is requesting a refund due to cancelled
flights.On March
26, *** cancelled flight operations from Lima to Miami. Expedia has advocated
a refund request with the airlines and was advised to fill out a form for
voucher via *** website. The refund will be issued in a voucher, and then the
customer may ask for a cash refund directly with *** after the voucher is
received.Multiple attempts
have been made to reach Mr. as additional information is needed to
process the voucher requests via ***’s website, however there was no answer, and
so a voicemail was left to call Expedia at a later time for process. An Expedia
case number was given for quick reference and instructions for the next agent
to follow.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 12, 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. Unfortunately due to several months of trying , being on hold for hours ,and others recommendations we ended up disputing the charge with our credit card (chase) so on our end we are satisfied. I was having a hard time making out the voicemails left while at work so did not realize the call wasn’t a scam call until later on. I am very happy to hear Expedia is working to resolve our issue but unfortunately we already had chase help and our unsure if anything else needs to be done. Thank you .
I booked 3 hotels using Expedia for dates March 20, 21, 22, 2020. These were booked in advance before COVID 19 was a risk. As soon as it hit the states on a large scale, my husband and I chose to cancel the trip due to COVID 19 risk.
I called all 3 hotels and they understood and had no problem canceling the reservations AND issuing a refund, but they said we would have to go through Expedia to get that done. I was able to cancel my reservations, but I have not been given a refund from one of the charges. I have ONE credit from one hotel, the 2nd hotel charge is all of a sudden NOT on my credit card statement- meaning no debit or credit, which is odd, and the 3rd has not been refunded.
I have tried to contact Expedia via email, their online chat, and the phone, almost daily since March 13, 2020. I have had no success. The options are to either 'book' or 'cancel' and my trips have been canceled, but no refund as of today.
Expedia.com Response
• May 12, 2020
May 12, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding multiple hotel reservations. Our records show on May 10, 2020, Mrs. or an authorized Expedia account user self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel stay was with *** Redding, CA for a check in on March 20, 2020 and check out on March 21, 2020, for a total of $114.14.Our records show on March 10, 2020, Mrs. or an authorized Expedia account user self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel stay was with *** Arcata, CA for a check in on March 21, 2020 and check out on March 22, 2020, for a total of $99.94. Our records show on March 10, 2020, Mrs. or an authorized Expedia account user self-booked a hotel reservation on Expedia’s website, under itinerary *** The hotel stay was with ***, Crescent City, CA for a check in on March 22, 2020 and check out on March 23, 2020, for a total of $152.90 at check-in. We understand that Mrs. is seeking a full refund based upon the Coronavirus pandemic.Between March 13, 2020 and March 18, 2020, Mrs. was emailed the following, cancel notification for itinerary *** with the following message, “There is no refund when cancelling this reservation at this time”. In addition, a second notification for itinerary *** with the following message, “There is a *** cancellation fee of $99.94”. The final cancel notification for itinerary *** with the following message,” If you have been charged a deposit or partial payment, you will be issued a refund by ***".
The cancellation policies and the definition of (Pay Later) which was agreed to by Mrs. at the time of booking, expressly states:*** policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.*** policy: This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.
*** policy: Cancellations or changes made after 10:00 AM local hotel time, Friday, March 20, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking valuePay at property definition:Pay Later is where the customer pays at the time of check-in directly to the hotel. A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.Upon further review, on May 12, 2020, we contacted the *** to request a refund on the customers behalf. Fortunately, we obtained the required authorization to provide Mrs. with a refund of $114.14. The time it takes for that refund to post may take up to 30 days, due to delays in processing. On May 12, 2020, we contacted *** to determine if the hotel refunded Mrs. since Expedia is not the merchant of record (the company that charged the customer’s credit card) on that reservation. Unfortunately, the hotel’s front desk was unavailable at the time of our call. We then reached out to the *** to discuss if the hotel refunded Mrs.s cancelled stay. The hotel manager stated that Mrs. did not check-in, therefore, she was not charged. In regards to the *** hotel accommodation, we are unable to confirm if the property charged or chose to refund Mrs. a total of $99.94. We kindly recommend that Mrs. contact the merchant at the following number 1(*** to discuss the transaction. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team
I booked a flight on March 9, 2020 through Expedia, for a flight scheduled for March 19, 2020. The Expedia itinerary number is ***. I attempted to cancel the flight on March 15, 2020 by calling Expedia's customer service number, as this ticket was not cancellable by going directly to the airline (*** Airlines, itinerary ***). The recording at the number directed me to cancel using the online form on Expedia's web site. I filled out the cancellation form and received an email confirmation, with a Case ID of REQ:***. Expedia failed to cancel the ticket in time for the flight. 28 days after submitting the cancellation request, Expedia has not taken any action on the cancellation request. Furthermore, I have tried and failed several times to contact Expedia by phone. I called on April 5 and was given the option of a callback. Approximately 90 minutes later, I received a callback, confirmed that I was ready to speak to the representative, and then Expedia's system gave a message about an error and hung up. I also called on April 12 and waited much longer than the estimated time, but never reached a representative. There is also no way to escalate an issue with Expedia - currently their web site describes email as an option for issue escalation https://www.expedia.com*** but provides no form or email address for issue escalation. As my first experience with Expedia, this has been a wholly unacceptable experience. As a customer, I should be able to make as well as cancel reservations.
Expedia.com Response
• May 12, 2020
May 12, 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 a flight reservation.
Our records show that on March 9, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary *** . Travel was with *** Airlines, traveling fromTel Aviv, Israel to Washington, DC USA departing on March 19, 2020, for a total of $406.61. We understand Mr. is seeking a refund for his flight reservation, based upon his request to cancel it prior the departure date.
Upon further review, on May 12, 2020, *** Airlines attached a (no show) status against Mr.’s ticket. Due to the volume of requests to cancel reservation Expedia has issued an cancel form accessible through our website. Because of the extraordinary circumstances of Coronavirus travel disruptions, we have received an unprecedented number of requests, however, each document is handled with the departure date as one of our main critical priorities.
Kindly note *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Mr.’s credit card) on this itinerary. Additionally, 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 has no control over when, or how often, travel restrictions occur. Moreover, Expedia’s Terms of Use, which was agreed to by Mr. agreed to at the time of booking, expressly states:
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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On May 12, 2020, we used an internal tool to determine the receival of Mr.’s flight cancel request, prior to March 19, 2020. Expedia was unable to locate his cancel application, therefore, we kindly request that Mr. provide use with the (application) notification emailed to customers for their records. This requested document can be attached to the Revdex.com complaint, and it will assist us in completing our research.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie *** Corporate Correspondence Team
Customer Response
• May 13, 2020
Complaint: ***
I am rejecting this response because:
Expedia failed to locate the cancel/refund request form that I submitted. I am attaching the email confirmation that I received upon submitting the cancel/request form several days in advance of the flight.
Thank you
Expedia.com Response
• May 19, 2020
May 18, 2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We reviewed the documentation supplied to Expedia by Mr., therefore, we honored the *** Airlines cancellation policy below:Anytime charge: $120 for no show cancel/refund fee
On May 19, 2020, Expedia processed a refund of $286.61 from *** Airlines and $120.00 from Expedia as a courtesy. The time it takes for the *** Airlines refund to deposit may take up to eight weeks to post back to Mr.’s original form of payment. However, the refund of $120.00 from Expedia may take up to 30 days to post back to Mr.’s original form of payment.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
*** ALL COMPLAINT ATTACHMENTS REDACTED BY Revdex.com
Purchased a "vacation waiver" and trip from Expedia (Itinerary # ***) Jan 22, 2020 for a personal trip to Charlotte, NC. Due to family matter, trip was canceled two days prior to travel. Trip consisted of a round trip airline ticket, rental car, and one night at a local hotel. Funds where refunded for hotel room and I was not charged for rental car. Unfortunately after many attempts, and many hours on "hold" waiting for Expedia customer service I have not been provided a refund. I was once able to talk a person who was not very fluent with the English language, but was again put on hold which timed out after another hour of waiting.
As I understand the contract; the "vacation wavier" states I can cancel the trip at any time. As long as I give them 24 hours notice.
Expedia.com Response
• May 12, 2020
May 12, 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 Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr.
*** is requesting a refund as he purchased Vacation Waiver and his package was cancelled due to the Coronavirus outbreak.
Our records indicate that on January 22, 2020 Mr. A. ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for March 15, 2020 from Grand Rapids, MI to Charlotte, NC
and returning on March 16, 2020. Traveling to the *** with a pickup car rental with ***. Additional Travel Protection
Vacation Waiver was added.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airlines on your flight due to the Coronavirus outbreak.
*** Airlines has provided a travel advisory that allows Mr. to exchange his flight without any penalty fees. New travel must commence within 1
year from the original ticket issue date 22Jan20. The Travel Protection Vacation Waiver only protects cancellations made one-time prior to the start of your trip.
We show that the flight was cancelled on the day of departure which did not qualify for a refund.
We have verified that Mr. cancelled his car rental with *** and received a full refund totaled $ 82.61. The hotel was eligible for a full refund as the reservation was cancelled on March 13, 2020 totaled $82.56. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
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. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.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
Customer Response
• May 14, 2020
Complaint: ***
I am rejecting this response because:
After wasting many hours of my time seeking a solution, I find it hard to waste more of my time responding to a corporation who only
values dollars. Clearly Expedia's customer service department is under staffed and under funded.
Please note I did not cancel my trip due to personal reasons. Trip was canceled because there was a clear and present health danger
to me and my family; as I am over sixty and have a pre-existing medical condition.
Bottom line. I purchased "travel insurance" which in my eyes states that I could cancel my trip for any reason.
Terrible service. You can not get through to a person at all. We have been trying to resolve an issue for almost a month. They do not respond at all. It is a loop on their “chat” . Nothing is accomplished.
My airline flight was cancelled. I was issued a credit. I want a full REFUND. Expedia said call airline. Called *** Airlines. They said call *** Airlines. *** Airlines said called *** Airlines. *** said call ***. *** said Expedia has to issue the refund. I called and recalled all of them to no avail, round and round they sent me.
Customer Response
• Apr 28, 2020
To Whom It May Concern:
I have turned this issue over to my bank utilizing the Dispute Department. Therefore, I no longer need Revdex.com to pursue this matter.
Thank you
Customer Response
• Jun 15, 2020
Problem:
Itinerary #*** Expedia cancelled our three flights, issued a credit, not a refund. We want a REFUND. I have spoken to an agent, a supervisor, and corporate NUMEROUS TIMES. They keep saying to call back to check on the status. I am put on hold for over an hour and get the same response every time - call back.
RefundselectDesired Outcome:I want a REFUND for my three cancelled airline tickets - NOT a credit. Issued to my credit card ending in ***. I had to write out the itinerary number in words, because this form thought I was writing a social security number, not accepting it.
Expedia.com Response
• Jul 16, 2020
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***
Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased roundtrip flight to Rome, Italy with *** Airlines for
three passengers from June 19, 2020 to June 27, 2020, plus flight coverage with
Travel Guard, via itinerary ***.The coverage
was refunded on May 10, 2020. The flights could only be refunded with a waiver
from the airline in writing. The flights were refunded on July 4, 2020.The
customer booked two rooms with the In *** in Rome, Italy for seven
nights with check in on June 20, 2020, plus booking protection, via itinerary ***.The hotel
rooms were refunded on April 10, 2020.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
This complaint is meant for *** as well as Expedia.com. I have been unable to get any email contact information for *** even though Expedia is saying that is the only way the company is allowing correspondence right now. This information is not listed on the airline or travel agency's website. I have been trying to contact *** since March 6th via their website's customer service phone number (844-***), but the phone lines have been down. I have had to go through Expedia.com as a third party agency, and while I'm able to get some contact has been unhelpful in revolving the matter also. I have filed a claim with the flight protection agency, AIG Travel, and I have not received a response to my knowledge.
A family member booked a flight on my Expedia account for March 16, 2020 to fly from Miami, FL to Venice, Italy via Madrid, Spain. The flight was then to return April 20, 2020 from Venice, Italy via Madrid, Spain to Miami, FL. Because of the COVID-19, *** noted on their website that all flights from the United States between March 14, 2020 to April 30, 2020 would be cancelled.
The customer did not try to change the flight, but Expedia and *** were unable to deliver the services paid for and are refusing to refund the flight, but instead only offer a credit. This credit, by the way, is not even showing through the Expedia account, so I don't even know that it's verifiable. This has all been frustrating and the business ethic has been deplorable. The customer has since been laid off and could use the refund to pay rent. In the end, the services paid were not delivered through no fault of the customer and warrants a full refund. This is a difficult time for all, but the services were not delivered and should be refunded. A credit only is unacceptable practice.
May 12, 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 a flight reservation.
Our records indicate on January 11, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with ***, traveling from Miami, FL USA to Venice, Italy departing on March 16, 2020, the flight included a protection plan, for a total of $573.25. We understand Ms. is seeking a refund for the flight reservation, based on the airline-initiated schedule change.On March 15, 2020, we received an airline schedule change request from ***, therefore, a notification was sent to Ms.. At the customers request to cancel and obtain a full refund we contacted *** by phone. Regrettably, the airline wasn’t accepting incoming calls, due to the circumstances of the Coronavirus pandemic.
Between March 17, 2020 and April 2, 2020, Expedia sent multiple requests for a refund to ***, by email. The *** responded with, we are offering to waive our penalty fees charged to rebook her trip through March 31, 2021. This reservation does not qualify for a refund due ***’s non-refundable cancellation policy. Additionally, *** is the merchant of record (the entity that received the funds and is the company that charged the customer’s credit card) on this itinerary.
See the following *** cancel policy:
*** restrictions: Ticket is non-refundable
In addition, Ms. may visit ***’s website to review their flexibility policy which has affected unprecedented number of reservations at the following address:
https://www.***
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 the airline and we have no control over when, or how often, airline-initiated schedule changes occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Kindly note *** stated beyond the penalty fees Ms. may have to pay the difference if the new ticket is higher than the original one. In regards to the (airfare) voucher, *** offers the possibility to save the amount of the ticket to use on a future purchase. The voucher must be used within 12 months of the purchase date. Therefore, Expedia requested a voucher by completing their online form, it will take 15-20 days, for issue purposes. To access the future travel credit of $538.25, Ms. may visit the merchant of records website, to apply her credit towards a future flight that meets the airline’s credit limitations. However, Ms. can chose to contact Expedia at the following number, (877) *** to utilize the airfare credit.
While we understand the extraordinary circumstances caused by the Coronavirus disruptions, we have served Ms. 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 Ms. refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I have also contacted *** and filed a claim for reimbursement as Expedia has noted in their response. It took more than a month to be able to get though to ***. However, I am told I have to now wait another 45 days from that file date. In the meantime, three different *** representatives have told me that it is not their responsibility to reimburse the flight but Expedia’s. I contacted Expedia about this claim, and they have since chosen to be unresponsive and ignore me. I have also filed a claim with *** since I had flight protection plan. Expedia’s customer service team has been unhelpful in assisting customers to resolve matters that don’t involve taking money for services, but they are not willing handle much of anything else When the businesses they affiliate with don’t deliver. It is a terrible business practice.
Sincerely
I am from NEW YORK and I had family plans to travel to London and Paris on 4/14/2020. I booked thru expedia and the airline is *** AIRWAYS. On my expedia page shows the booking was cancelled and on *** airways website it shows that the flights were cancelled and NOT BY ME. After calling EXPEDIA several times I finally got thru couple of agents (on 2 separate occasions); TOM and KIM (they refused to give me last names). And when I asked when am getting back my money they both stated all I can get is CREDIT to travel within the next 12 months. I went to *** AIRWAYS PAGE and on the cancellation category CLEARLY STATES "If you booked through a travel agent, tour operator or online Please contact them directly to rebook or get a refund".
As you probably know in NY right now people are suffering, (I already lost a family member due to the virus) and I am struggling emotionally and financially. Offering me CREDIT right now feels like they stealing my money.
SOMEBODY PLS HELP.
MY EXPEDIA ITINERARY #*** the amount of the flight are $4852.68
May 12, 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 Mr. *** (Revdex.com case number ***) regarding a multiple flight reservation. We
understand Mr. is requesting a refund due to the Coronavirus outbreak. Our records indicate that on January 14, 2020 Mr. ***, or an authorized user of his Expedia account, self-booked a multiple flight reservation using
Expedia’s website, under itinerary *** for five travelers. Departure on *** Airways for April 14, 2020 from New York, NY to London, England and
on April 18, 2020 from London, England to Paris, France. Traveling from Paris, France to New York, NY.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airways on your flight due to the Coronavirus outbreak. We show
on April 20, 2020 has provided a travel advisory that allowed Mr. to receive a refund on his flight without any penalty fees. The time it takes the
refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
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. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.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 have made a booking for flights in early 2020 for my honeymoon scheduled to happen on May 17-May 31st. Due to the COVID-19, all of our hotels have been cancelled and we have tried, on many occassions, to discuss a refund regarding our flights with Expedia. My fiance and I have spent over 80 hours in the past 3 months either waiting on a call or the phone with expedia.
In April, the airline, *** Airlines, had issued a waiver policy that allows flights booked before March 15th and scheduled to occur before May 31st, 2020 to be refunded. We have tried many times to contact expedia to get this full refund as permitted by the airline. Regardless of our attempts, expedia has hang up on all of calls and have not provided any correspondence or assistance. In the times of COVID-19, when many have lost jobs, we need to cancel the flights and get the refund (premitted by the airline) in order to pay our rent. This was supposed to be our honeymoon, which we saved for almost a year to afford and expedia would not help, provide service, or even answer the calls. Over 80 hours on the phone with expedia is unnaceptable. This is the worst company I have ever worked with. They do not care for their customers and you have to invest so much time to prove your case even though everything is documented. I will never use them again.
May 13, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** , Revdex.com case number *** regarding refunds. We understand that Ms. is requesting a refund for two flight reservations.
Our records indicate on January 9, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airline departing on May 17, 2020 from Newark, NJ, USA to Denpasar, Indonesia and returning on May 30, 2020, with the Flight Protection Plan via ***
We can confirm on April 21, 2020, *** Airline’s record reflects that the tickets are being processed for refund based on their COVID19 policy.
After further review on May 13, 2020, Expedia reviewed the *** Airline’s record and confirms the refunds are being processed. *** Airline will be processing the refund to the original card charged based on their COVID19 policy. 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. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional 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 travel 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 fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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,Di-Di ***Corporate Correspondence Team
I booked a trip with Expedia (itinerary ***) back on 1/25/75 to go to Frankfurt, Germany from 4/13-4/20. I then used *** Mileage Plus upgrade points to upgrade my seats. COVID hit and Expedia encouraged me to change or cancel my trip online and not call in. On 4/7/19, I did what Expedia asked me to do. I went through the change flight flow and changed my flight date to 11/3-11/10 and received a new trip itinerary of ***. I noticed that it looked like it charged me again. I tried to call Expedia but because neither my old flights, nor the new flights were within 72 hrs and the VRU hung up on me. I waited until I was in the 72 hours window and called Expedia on 4/11/20. I spent over 4 hours on the phone and was passed to multiple managers. I was told they could issue me a travel voucher for the double billing. I said I did not want a travel voucher, I wanted to be refunded. The first agent I spoke to said that only they can process changes without billing for the change. I asked why do you tell people both on your website and VRU to not speak with a rep and do it yourself. Then I was told I processed a brand new itinerary instead of a change. I told them that was incorrect. They insisted it was my fault. Because my old flight and itinerary was still active, I went in to change my flight just as I did before and had the same experience (I have screenshots). It allowed me to change my flight but looked to be billing me again. I told the Manager he was incorrect and I processed the change exactly how they told me to. He passed me to another Manager who said that she could not refund me because *** took over the tickets from the first flight and I had to call ***. I called *** and spent another 1.5 hours on the phone and they told me that Expedia did not do an exchange, but instead issued new tickets and they can not refund me and can only issue a travel voucher.
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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a full refund for the cancelled flights since she booked another reservation.
Our records indicate on January 25, 2020, Ms. or an authorized user of the Expedia account self-booked four roundtrip flights on *** departing on April 13, 2020 from Newark, NJ, USA to Frankfurt, Germany and returning on April 20, 2020, with a six night stay at *** Frankfurt Airport and a six day *** rental car via ***.
We can confirm on April 11, 2020, the customer called in advising she changed the reservation online because the airline is allowing a change without a change fee, but stated she was charged. She advised when she called us our prompt advised "if you want to cancel or change your reservation you do not need to call you can make the change it online". Customer now has a new reservation for November and wants to cancel the original reservation and get a refund. Customer asked for a Supervisor. A Supervisor took over the call after reviewing the creation of the reservation in our back office system and noted the customer selected a new flights and accepted the pricing of the newly created reservation and advised it is not an error.
After further review on May 13, 2020, Expedia reviewed our back office system and was able to confirm the reservation was created as a brand new roundtrip flight reservation with travel dates of November 3-10, 2020 from Newark, NJ, USA to Frankfurt, Germany for $4701.72 with a rental car for $264.78 itinerary number ***. Expedia called *** and they advised unfortunately, that they were not able to do anything with the ticket that the customer originally created, and stated she has the tickets for future travel. The new tickets for November are non-refundable and could have only been voided with 24 hours of the reservation being created.
When Ms. is ready to exchange the ticket she 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. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing her booking on our website, Ms. agreed to our
Terms of Use, which *** 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
Puerto Vallarta (PVR) - Fri, May 15 - (Itinerary # *** Puerto Vallarta (PVR) - Fri, May 15 - (Itinerary # ***)
After several attempts to contact Expedia with no success I am seeking assistance, I purchased a ticket for myself Itinerary # *** as well we for my daughter *** and ***. Since I was not able to make contact with anyone at Expedia I called the airlines and explained that we were not able to go on our trip due to the Covid situation. Although my daughter and EX SON IN LAW are ok they must remain healthy and not travel. The situation has caused many issues such as my daughter divorcing my son in law. When I called *** they offered to give each person a voucher. However why would I want vouchers for my daughter and now ex sin in law.
May 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Mr. *** an authorized user of the Expedia account self-booked a round trip flights
on ***, Revdex.com case
number *** regarding a future credit/refund. We understand that Mr. would like a future credit/refund to be able to use on a future
trip.
Our records indicate on January
15, 2020, Mr. or an authorized user of the Expedia account self-booked a round trip flight on *** departing on May 15, 2020 from Dallas, TX to Puerto
Vallarta, Jalisco, Mexico and returning on May 23, 2020 via ***. Mr. *** or an authorized user of the Expedia account also self-booked two round trip flight
on *** departing on May 15, 2020 from Dallas, TX to Puerto
Vallarta, Jalisco, Mexico and returning on May 19, 2020 via ***
We
can confirm on April 25, 2020, the
customer contacted Expedia and asked for
a supervisor. He wanted ***
ticket to be cancelled and to get a credit in another name. Our representative advised based on terms and
condition of *** the voucher could only be in the name of the original
passenger that was booked. The call was escalated, and customer advised the tickets
are for his daughter and son in-law and they are getting divorced. He either wants a refund or name transfer on
the ticket.
Our representative called
airline to check and they advised only a credit is allowed. Our representative
advised he could change the name on ticket, it would cost $59 each way which is
total $118. Expedia was able to verify the customer requested to cancel the reservation via electronic
communication for itinerary ***. Expedia
emailed the cancellation confirmation to the email address on file. The cancellation generated a future flight
credit for $317.14.
On April 29, 2020, the
customer requested through electronic communication to cancel the flight
reservation for itinerary ***. Expedia
emailed the cancellation confirmation to the email address on file. The cancellation generated a future flight
credit for $311.14 for each ticket.
After further review on May
27, 2020, Expedia has been able to confirm *** COVI19 policy and Mr.
*** has a future flight travel credit for each of the tickets that he
cancelled. The passengers can change the dates once or
several times without penalty charges to flights on the same route and fare
availability, travel must be completed before March 31st, 2021. Mr. will need to contact our Customer
Service Department at 877-*** to complete the
exchanges and travel before March 31, 2021.
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.
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. *** were
the operating carrier and merchant of record (the entity that received the
funds and the company that charged the credit card) on this itinerary. In
addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. If you have purchased an
airfare, please ensure you read the full terms and conditions of carriage
issued by the Supplier, which can be found on the Supplier’s website. You agree
to abide by the terms and conditions of purchase imposed by any supplier with
whom you elect to deal, including, but not limited to, payment of all amounts
when due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashionOur Terms
of Use further provide:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of Expedia. Expedia is not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. Expedia has no liability and will make no refund in the event
of any delay, cancellation, overbooking, strike, force majeure or other causes
beyond their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di *** Corporate Correspondence Team
Expedia canceled our flight on my behalf, because we would have missed our connecting flight. I understand this, but I have not been able to get a hold of Expedia to change the flight. Instead, I tried to contact the airline, who told me that there was nothing they could do, and to contact Expedia. Expedia will not answer my call, because my flight is too far away (one month). However, this is not acceptable. They want me to rebook a flight 3 days before the day of the flight? That makes no sense! Not only that, but they are trying to force me to take a credit, rather than a full refund, which I am legally entitled to per DOT Regulations.
May 13, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on March 16, 2020, Mr. or an authorized Expedia account user self-booked a reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Raleigh, NC USA to London, England, UK departing on May 18, 2020 and returning on May 26, 2020. The package includes a hotel with stay at ***, London, England for a check in on May 19, 2020 and a check out on May 26, 2020, for a total of $3291.04. We understand Mr. is seeking a refund due to the airline canceling the flight in relation to the Coronavirus pandemic. On April 13, 2020, *** Airlines initiated a schedule change causing the flight to cancel due to the Coronavirus. Then *** issued a future travel credit for the value of $2,113.20, on April 22, 2020, based upon the non-refundable restrictions. Therefore, we advised Mr. of *** Airlines cancellation/flexibility policy as depicted from their website. Between April 22, 2020 and May 4, 2020, Mr. contacted Expedia to request a refund for the cancelled flight and hotel stay. In order to accommodate Mr.’s request we contacted *** to determine if the schedule change, could make Mr.’s flight eligible for a refund. Fortunately, *** deemed that Mr.’s reservation qualified for a refund of $2113.20. In addition, we contacted *** to advocate on the customers behalf in requesting a refund, as opposed to a voucher. The hotel manager provided Expedia with an exception to their non-refundable terms giving us the authorization to process a refund of $1177.84. On May 4, 2020, Expedia then refunded $2113.20 and $1177.84, back to Mr.’s original form of payment. However, due to an unprecedented number of refund requests, causing delays. The total refund may take up to 30 days to deposit. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I have several questions that I would like answers to before I am satisfied with Expedia's response.
1. Why was I at first denied a refund despite DOT Guidelines stating that refunded flights are eligible for a refund? From Expedia on April 22:
"Thank you for allowing us the opportunity to address your concerns in regard to your cancelled flight initiated by *** Airlines. We understand that you are dissatisfied with receiving a 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 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."
In addition:
"Additionally, at the time of booking you 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We regret that we are unable to offer a more satisfactory response or resolution to your concern. We hope you understand we must adhere to the policy as dictated by the airline."
This seems like an attempt by Expedia to avoid offering a refund.
2. Why did it take Expedia one month to respond to my complaint? The above email was a response to an initial email that I sent on April 13th. This email was sent to me on April 22nd, and no one responded to my followups asking for additional information.
3. Why did it take multiple calls, emails, and a Revdex.com complaint to finally achieve the refund I requested? In addition to the emails and calls, I was FINALLY able to get into contact with Expedia on May 5th. This was not Expedia attempting to contact me, and this was not in response to any of my multiple attempts. One might consider this illegal; I was sold a plane ticket, the flight was cancelled, and the only company with the ability to refund me refused to answer my calls or emails for several weeks.
4. What are you doing to make your customer service more effective and centered on responding to customers?
I fully understand that this is an unprecedented time in the travel industry, and I want to make it clear that most, if not all, of the people I have come in to contact with at Expedia have been immeasurably helpful. However, this does not excuse the business practice of ignoring customers, stealing money, and choosing when to take responsibility and when to pretend like they are at the mercy of their partners.
Once the above questions have been given answers to the best of the company's ability, and I have received my refund (still pending), I would be happy to close this case. Until then, I am rejecting this response.
Sincerely
I have made multiple attempts to contact Expedia regarding refunding me my ticket purchase itinerary #*** The only response I did receive was a text message stating there would be no refund, just a credit. This is disheartening as I am a single mother with four children working only part time and not sure how much longer will have a job. Also, with high blood pressure and a child with a weak immune system was informed it’d be better not to travel. My family is in dire need of money. I don’t see us even being able to use the credit as is. The $1893.50 that I purchased for tickets could help feed my family and pay bills that have not been paid. Rather then losing my money all together, I could put it to good use in this desperate time. Furthermore, everything I’ve gone through with Expedia, I definitely would not want to do business with them again. It’s been an absolutely horrible experience and this is my first and last time dealing with them.
May 13, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records reflect on March 3, 2020, Ms. or an authorized Expedia account user self-booked a flight reservation on Expedia’s Mobile site under itinerary *** Travel was with *** and *** Airlines, traveling from Boston, MA to Key West, FL departing on April 26, 2020 and returning on May 1, 2020, for a total of $1893.58. We understand that Ms. is seeking a refund based upon a canceling the flight reservation in relation to the Coronavirus pandemic.On March 27, 2020, we received Ms.’s *** Airlines cancellation request, therefore, we cancelled the flight and issued a Future Travel Credit.On April 28, 2020, Ms. contacted Expedia to discuss the *** Airlines portion of her flight reservation. The *** Airlines Coronavirus flexibility policy depicted on their website states that Ms., qualifies for a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund for Ms.’s flight but rather waiving their penalty fees before, December 31, 2021. This is based upon their non-refundable ticket rules.
On April 30, 2020, we received Ms.’s *** Airlines cancellation request, we then cancelled the flight and issued a Future Travel Credit. The *** Airlines Coronavirus flexibility policy available on their website indicates that Ms., qualifies for a Future Travel Credit. In addition, *** Airlines is not permitting a refund but their waiving all penalty fees prior to, December 31, 2021. This is based upon their non-refundable ticket rules. Furthermore, both *** and *** Airlines are the merchants of record (the companies that charged Ms. Farewell’s credit card) on this flight itinerary.
Because of the extraordinary circumstances of Coronavirus travel disruptions, we are receiving a high volume of requests for either a travel credit or a refund. Nonetheless, 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 airline and we have no control over when, or how often, airlines chose to restrict a flight. We cannot provide a refund unless approved by the airline and we must adhere to the airlines policy.See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the flight reservation:
*** Cancellation/Change Policy: Tickets are nonrefundable, and changes are not permitted. *** Cancellation/Change Policy: Tickets are nonrefundable, and changes are not permitted.Expedia combined two one-way tickets to get you the best deal on this flight. If you need to make changes or cancel, you'll need to do it twice-once for each one-way ticket.Note: The Future Travel Credits are subjected to a possible fare difference at the time of reissue Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.In order to use the two separate Future Travel Credits of $1,017.50 for *** Airlines and $861.00 for *** Airlines, she may contact the following number, (877) *** While we understand the Coronavirus situation we have continued to serve Ms. 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 partners. Due to the information provided above, we are unable to honor Ms.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Have a trip that was booked for a May 17 to May 24, 2020 to Mexico. Due to Covid, I have to cancel. I took out the insurance to get a full refund if I cancel for any reason. I have tried multiple time to reach customer service and they will not let your call through unless your trip leaves within 72 hours. I went online and cancelled the two flights and was given an “airline credit” not a refund. I went to cancel the resort, and it says cancellations are non refundable.
May 13, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a packaged reservation. Our records reflect a combined one-way fare with *** and ***
*** Airlines departing Boston, MA to Cancun, Quintana Roo, Mexico on May
17, 2020, returning May 24, 2020. A seven
night stay at *** All Inclusive Adults Only for two adults with a round-trip shuttle service
from the airport to hotel with *** Mexico. And the Expedia Vacation
Waiver. We understand Mr. is
requesting a full refund due to the Covid-19 travel restrictions.On April 5, *** Airlines changed the flight schedule to depart Boston at 6:01 A.M rather than 9:30
A.M. And on April 21, the airlines suspended flight operation to Mexico making
the flight valid for a refund per airlines policies. A refund has been initiated
by Expedia for $415.12, and will be processed by *** Airlines. *** Airways
has extended future travel credit for Mr.. The customer may re-book new
flights with *** through January 4, 2021 with no change fees, while fare
difference may apply. On April
13, a refund of $86.87 had been processed for the shuttle service with ***
Mexico. And on May 11, a refund for $1364.34 for the ***. Refunds
may take up to 30 business days to reflect to the original form of payment. Unfortunately
we are unable to process a refund for the Expedia vacation waiver.
We understand that the customer is looking
for a full refund vs. an airline credit with ***. 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 Mr. was 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. 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 submitted a dispute for the charge on October 27, 2019 various times. This has not been resolved. I did not complete this travel, did NOT authorize and fully unaware. This is a fraud charge. Credit card states itinerary number ***. Police report number: *** in Illinois. Refund my credit card ASAP!
May 14, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records indicate Ms. or someone with account access
called Expedia on October 26, 2020 to book a one night stay at the *** for two adults. We understand Ms. is requesting a refund as she claims she
did not authorize to book.On October
26, 2019, the customer was sent a confirmation email of the booking that has
been seen one time since it was received. Expedia has confirmed with the hotel
directly that the customer checked into the room *** on October 27, 2019 under the name ***. Ms. also requested a late check-out at 12P.M.Expedia is
unable to provide a refund for this reservation due to the information
provided.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
The fraud police report number was provided. All charges that was conducted without my awareness and authorization as been refunded expected for this. Please provide information on how I may use Expedia for holding me accountable for a fraudulent charge and identity theft
My trip was cancelled due to the COVID-19 travel restrictions in place. I purchased my *** Airlines airline ticket on Expedia.com. I contacted *** Airlines to provide me with a full refund instead of the travel credit, and they referred me to Expedia, since that's where the ticket was purchased. After contacting Expedia, the representative was unable to provide a refund. I asked to speak with the supervisor, who was also unable to help.
May 14, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. would like a full refund.
Our records indicate on January 23, 2020, Mr. or an authorized user of the Expedia account self-booked one roundtrip flight on *** Airways departing on April 3, 2020 from Norfolk, VA, USA to Cartagena, Colombia and returning on April 6, 2020 via ***
After further review on May 14, 2020, Expedia reviewed the *** Airline’s record and the reservation was requested to be cancelled by the customer on March 21, 2020. At the time the reservation was cancelled, Expedia emailed a cancellation email. The cancellation email advised, “you've received airline credit with *** Airlines worth a total of $954.35.” When the reservation was booked it was booked as non-refundable. *** Airline is allowing the reservation to be rebooked and waiving the exchange fee, but any increase in fare would be the responsibility of the customer. The ticket validity is also being extended until December 31, 2021. When Mr. 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. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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
Hello..I was on a 7 *** cruise with *** on 3/8-3/17/2020. On 03/15 we were suppose to return to port in puerto rico but was forced to detour because of Covid-19 to miami which took 2 extra ***s at sea. The announcement to detour was made on morning of 03/15. I tried to contact expedia by phone and online.Only had 1 *** of free wifi and phone courtesy of the ship to make necessary travel changes to get home. I needed to change or cancel my flight which was set for 03/16. Also cancel my hotel which was set 03/15 in Puerto Rico. First time calling at 9am I was put in their hold que. after about a hour the call dropped. Called back and kept getting "having technical difficulties call back later". Also had trouble rebooking flight online. Click to chat told me "all agents are busy try back later". Tried contacting them through out the *** 9am through about 7pm. Still no contact. In all that missed my flight the next *** and no show for hotel. tried again when I got to miami.Same result. I had to book another flight home for my wife and I with no credit.Of course airline told me to talk to expedia for refund.Contacted Expedia last week same result. I decided to wait until 03/31 to call back. Finally reached an agent in their hotel billing department. He placed me on hold and had me holding for 45 mins before call dropped. After that I went online. Said because my reservations wasn't within 72 hours cant help.
Tried by phone couple hours later and different agent was able to finally submit a case for refund on hotel, She estimated a 4 week wait time for "potential" refund. She transferred me to the dept. that deals with flights.was on hold for approximately 2 hrs before call drop. This whole experience has been a nightmare. I understand that its a difficult time right now but to be given the run around from *** one to now is unacceptable. I dont have time being an essential worker as a mail carrier being stuck in a system loop. Oh yeah almost failed to mention I had flight insurance as well. I'm expecting the appropriate amount of compensation for flight and hotel.
May 27, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight and hotel
reservation. Our records reflect a round-trip fare with *** Airlines departing Minneapolis,
MN to San Juan, Puerto Rico on March 7, 2020, and returning March 16, 2020 for
two adults on itinerary ***. And a one night stay at the *** Hotel, checking in March 15, 2020 for two adults in a deluxe room. We understand Mr. is requesting a refund for the return
portion of the flight, and a refund for the hotel stay due to travel
restrictions caused by the Covid-19 pandemic.On March
16, *** marked the flights as suspended due to no-show. We have advocated
the refund request to the airlines and was advised they will re-open the ticket
status to use as future travel credit given the circumstance. *** has given
two choices, the customer may re-book future travel until January 28, 2022.
*** will waive change fees, while fare difference may apply. The customer
must re-book departure from San Juan, Puerto Rico. The second option is to
apply for a voucher directly with *** that will be valid for two years from
the *** it will be issued. This voucher will be in the value of the return
portion, and can be used on anywhere *** Airlines operates, while fare
difference may apply. We have also requested a refund via
***airlines.com/refunds on behalf of Mr., however refunds are subject to
approval. The customer will be notified directly by *** with any updates
regarding the refund approval.As for the
hotel portion, we were unable to obtain a refund approval for the reservation,
as the hotel property maybe currently closed due to Covid-19. 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,Michael ***Corporate Correspondence Team
Due to the COVID 19 pandemic, my flight on 5/7/20 was canceled. I contacted the airlines and they informed me the ticket was fully refundable as they have canceled all flights to Hawaii through the end of May. I worked with them first and then contacted Expedia who I booked the entire trip through. I paid $1095.23 on Saturday, March 7th for the trip. I canceled the trip using the app and it says it's processing a refund (which may take up to 30 days) but the amount is not for the full amount I paid for the trip. I have attempted to contact Expedia for an explanation and they have set up their automated system to only take calls from people travelling in the next 72 hours. They require you to enter your trip information and that is what validates that you have travel in the next 72 hours. They do not provide any other means of reaching them.
May 13, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting a refund due to the Coronavirus outbreak. Our records indicate that on March 5, 2020 Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for May 5, 2020 from Phoenix, AZ to Kailua-Kona, HI and
returning on May 10, 2020 with stay at *** and add Travel Protection Vacation Waiver.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airlines on your flight due to the Coronavirus outbreak. We
show on April 24, 2020 has provided a travel advisory that allowed Mr. to receive a refund on his flight without any penalty fees. The time it takes the
refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.While we regret that 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
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 made flight arrangements for a trip to China on *** Airlines through Expedia.com. This trip was to take place in May of 2020. Obviously because of the Corona Virus, this trip will not be taking place. On March 11, I received an email from *** Airlines informing me that they were cancelling flights to china until at least October of 2020 and that I could obtain a refund by going to the *** site if the purchase was made directly with *** or to connect the agent elsewise. Since I made the reservations through Expedia, I have attempted to contact them. This is literally impossible. Incredible waits on the phone, on-line chat is non-responsive, no e-mail address, no physical address for mailing., etc. On April 10, I received an e-mail from Expedia informing me that I can cancel the booking for an airline credit. First, when I check the Expedia website, it shows that my reservation is already cancelled without me doing anything. Secondly, *** Airlines has told me in their email that I should receive a refund not airline credit. It has been impossible to contact Expedia for receiving my refund. I am beginning to believe the Expedia is obtaining the refund from *** Airlines but not passing it back to me. I simply want to be able to interface with Expedia to get proper clarification and assurance that I will receive the refund that *** was told me I am due. I have not even been able to present my questions to Expedia since phone is impossible, chat-line doesn't work, no e-mail address to be found and no physical address to allow for mail contact. We are talking over $1500 here. While I understand that Expedia is swamped, there should be some way to register concerns with them. The Itinerary number is #
About 5 days ago, after two months, I was finally able to contact Expedia. They promised the requested refund at that time. Yesterday I received notification from *** that the refund had been received. This is final satisfaction of my problem. While it has been satisfied, the length of time to be able to even contact Expedia was extraordinary. No other company that I had to deal with over the virus problem had any difficult in at least being contacted, and in fact none of them had any problem in quickly processing refunds. It really makes me concerned that there is something greatly wrong at Expedia.
Sincerely
On November 11, 2019, we booked a flight and hotel with Expedia for a trip from April 27 to May 11, 2020 to Vienna. On April 8, 2002, Expedia send me an email stating that either the airline cancelled the flight or we did not take the trip and that Expedia has issued a credit for the flight. I do not want a credit; I want a refund. First, I did not cancel the flight; the airline (*** operating ***) cancelled the flight. Under the Department of Transportation April 3, 2020, Enforcement Order, when the airline cancels the flight the airline must provide a refund. In addition, the ticket was refundable with a penalty of $600 total for itinerary cancellations and changes. The DOT Order says that if the airline cancelled the application of penalty or non-refundability provisions violates the law (49 U.S.C. 4172). I contacted *** twice and they say they ares aware of the DOT order but that I should get the refund from Expedia because *** does not know the amount of the ticket. (I also had a refundable hotel reservation which I cancelled on March 26 and I have not received a refund from Expedia for that hotel room). My concern is that I want a refund, not an Expedia or *** Airline credit, because I am not getting the product/service that I contracted for and a refund is mandated by the DOT April 3 Order. I have tried to contact Expedia several times using various numbers on their site but they have their phones set up so there is no way to contact a live agent until 72 hours before my flight -- which is now cancelled -- and as I do not have a flight there is no way to talk to a live agent at all, and the phone disconnects.
May 14, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a full refund without a penalty and not a voucher.
Our records indicate on November 10 2019, Ms. or an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on April 27, 2020 from Los Angeles, CA, USA to Vienna, Austria and returning on May 11, 2020, along with a three night stay at *** via ***
We can confirm on April 20, 2020, the customer called to get a refund since the airline canceled flight. The representative refunded the airline record based on COVID19 policy.
After further review on May 14, 2020, Expedia reviewed the customer account, the hotel was cancelled and refunded on March 25, 2020 for $386.48; flights were refunded on April 20. 2020 for $1205.56. Each refund was processed towards card *** card ending ***. The refund should appear on the card with 30 days from the processing date.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Our return flight was cancelled by the airline due to Covid-19 and Peru closing the borders. We are trying to get a refund as required by the department of transportation guidelines as the airline cancelled the flight. We are having a similar situation with our back up return flight through Expedia and both flights were through *** airlines. *** airlines routinely says *** and Expedia are required to refund us and the travel agencies are saying *** is required to refund us. After a WEEK and At least 50 hours of OT phone calls, holds, and finger pointing we are demanding a refund NOT a airline credit as mandated by the DOT due to the fact airlines cancelled the flight AND *** just stated on their Twitter they will refund airlines cancelled due to CoVID -19 which is clearly a lie . This companies clearly is cheating their customers and have zero regard for regulations as mandated by the DOT.
May 12, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight itinerary. Our records reflect a one-way fare with *** Airlines departing Lima, Peru to
New York, NY with a connecting flight in Miami, FL on April 1, 2020. We understand Mr. is requesting a refund due to cancelled
flights.On March
26, *** cancelled flight operations from Lima to Miami. Expedia has advocated
a refund request with the airlines and was advised to fill out a form for
voucher via *** website. The refund will be issued in a voucher, and then the
customer may ask for a cash refund directly with *** after the voucher is
received.Multiple attempts
have been made to reach Mr. as additional information is needed to
process the voucher requests via ***’s website, however there was no answer, and
so a voicemail was left to call Expedia at a later time for process. An Expedia
case number was given for quick reference and instructions for the next agent
to follow.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. Unfortunately due to several months of trying , being on hold for hours ,and others recommendations we ended up disputing the charge with our credit card (chase) so on our end we are satisfied. I was having a hard time making out the voicemails left while at work so did not realize the call wasn’t a scam call until later on. I am very happy to hear Expedia is working to resolve our issue but unfortunately we already had chase help and our unsure if anything else needs to be done. Thank you .
Sincerely
I booked 3 hotels using Expedia for dates March 20, 21, 22, 2020. These were booked in advance before COVID 19 was a risk. As soon as it hit the states on a large scale, my husband and I chose to cancel the trip due to COVID 19 risk.
I called all 3 hotels and they understood and had no problem canceling the reservations AND issuing a refund, but they said we would have to go through Expedia to get that done. I was able to cancel my reservations, but I have not been given a refund from one of the charges. I have ONE credit from one hotel, the 2nd hotel charge is all of a sudden NOT on my credit card statement- meaning no debit or credit, which is odd, and the 3rd has not been refunded.
I have tried to contact Expedia via email, their online chat, and the phone, almost daily since March 13, 2020. I have had no success. The options are to either 'book' or 'cancel' and my trips have been canceled, but no refund as of today.
May 12, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding multiple hotel reservations. Our records show on May 10, 2020, Mrs. or an authorized Expedia account user self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel stay was with *** Redding, CA for a check in on March 20, 2020 and check out on March 21, 2020, for a total of $114.14.Our records show on March 10, 2020, Mrs. or an authorized Expedia account user self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel stay was with *** Arcata, CA for a check in on March 21, 2020 and check out on March 22, 2020, for a total of $99.94. Our records show on March 10, 2020, Mrs. or an authorized Expedia account user self-booked a hotel reservation on Expedia’s website, under itinerary *** The hotel stay was with ***, Crescent City, CA for a check in on March 22, 2020 and check out on March 23, 2020, for a total of $152.90 at check-in. We understand that Mrs. is seeking a full refund based upon the Coronavirus pandemic.Between March 13, 2020 and March 18, 2020, Mrs. was emailed the following, cancel notification for itinerary *** with the following message, “There is no refund when cancelling this reservation at this time”. In addition, a second notification for itinerary *** with the following message, “There is a *** cancellation fee of $99.94”. The final cancel notification for itinerary *** with the following message,” If you have been charged a deposit or partial payment, you will be issued a refund by ***".
The cancellation policies and the definition of (Pay Later) which was agreed to by Mrs. at the time of booking, expressly states:*** policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.*** policy: This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.
*** policy: Cancellations or changes made after 10:00 AM local hotel time, Friday, March 20, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking valuePay at property definition:Pay Later is where the customer pays at the time of check-in directly to the hotel. A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.Upon further review, on May 12, 2020, we contacted the *** to request a refund on the customers behalf. Fortunately, we obtained the required authorization to provide Mrs. with a refund of $114.14. The time it takes for that refund to post may take up to 30 days, due to delays in processing. On May 12, 2020, we contacted *** to determine if the hotel refunded Mrs. since Expedia is not the merchant of record (the company that charged the customer’s credit card) on that reservation. Unfortunately, the hotel’s front desk was unavailable at the time of our call. We then reached out to the *** to discuss if the hotel refunded Mrs.s cancelled stay. The hotel manager stated that Mrs. did not check-in, therefore, she was not charged. In regards to the *** hotel accommodation, we are unable to confirm if the property charged or chose to refund Mrs. a total of $99.94. We kindly recommend that Mrs. contact the merchant at the following number 1(*** to discuss the transaction. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team
I booked a flight on March 9, 2020 through Expedia, for a flight scheduled for March 19, 2020. The Expedia itinerary number is ***. I attempted to cancel the flight on March 15, 2020 by calling Expedia's customer service number, as this ticket was not cancellable by going directly to the airline (*** Airlines, itinerary ***). The recording at the number directed me to cancel using the online form on Expedia's web site. I filled out the cancellation form and received an email confirmation, with a Case ID of REQ:***. Expedia failed to cancel the ticket in time for the flight. 28 days after submitting the cancellation request, Expedia has not taken any action on the cancellation request. Furthermore, I have tried and failed several times to contact Expedia by phone. I called on April 5 and was given the option of a callback. Approximately 90 minutes later, I received a callback, confirmed that I was ready to speak to the representative, and then Expedia's system gave a message about an error and hung up. I also called on April 12 and waited much longer than the estimated time, but never reached a representative. There is also no way to escalate an issue with Expedia - currently their web site describes email as an option for issue escalation https://www.expedia.com*** but provides no form or email address for issue escalation. As my first experience with Expedia, this has been a wholly unacceptable experience. As a customer, I should be able to make as well as cancel reservations.
May 12, 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 a flight reservation.
Our records show that on March 9, 2020, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary *** . Travel was with *** Airlines, traveling fromTel Aviv, Israel to Washington, DC USA departing on March 19, 2020, for a total of $406.61. We understand Mr. is seeking a refund for his flight reservation, based upon his request to cancel it prior the departure date.
Upon further review, on May 12, 2020, *** Airlines attached a (no show) status against Mr.’s ticket. Due to the volume of requests to cancel reservation Expedia has issued an cancel form accessible through our website. Because of the extraordinary circumstances of Coronavirus travel disruptions, we have received an unprecedented number of requests, however, each document is handled with the departure date as one of our main critical priorities.
Kindly note *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Mr.’s credit card) on this itinerary. Additionally, 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 has no control over when, or how often, travel restrictions occur. Moreover, Expedia’s Terms of Use, which was agreed to by Mr. agreed to at the time of booking, expressly states:
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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On May 12, 2020, we used an internal tool to determine the receival of Mr.’s flight cancel request, prior to March 19, 2020. Expedia was unable to locate his cancel application, therefore, we kindly request that Mr. provide use with the (application) notification emailed to customers for their records. This requested document can be attached to the Revdex.com complaint, and it will assist us in completing our research.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia failed to locate the cancel/refund request form that I submitted. I am attaching the email confirmation that I received upon submitting the cancel/request form several days in advance of the flight.
Thank you
May 18, 2020
Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We reviewed the documentation supplied to Expedia by Mr., therefore, we honored the *** Airlines cancellation policy below:Anytime charge: $120 for no show cancel/refund fee
On May 19, 2020, Expedia processed a refund of $286.61 from *** Airlines and $120.00 from Expedia as a courtesy. The time it takes for the *** Airlines refund to deposit may take up to eight weeks to post back to Mr.’s original form of payment. However, the refund of $120.00 from Expedia may take up to 30 days to post back to Mr.’s original form of payment.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
*** ALL COMPLAINT ATTACHMENTS REDACTED BY Revdex.com
Purchased a "vacation waiver" and trip from Expedia (Itinerary # ***) Jan 22, 2020 for a personal trip to Charlotte, NC. Due to family matter, trip was canceled two days prior to travel. Trip consisted of a round trip airline ticket, rental car, and one night at a local hotel. Funds where refunded for hotel room and I was not charged for rental car. Unfortunately after many attempts, and many hours on "hold" waiting for Expedia customer service I have not been provided a refund. I was once able to talk a person who was not very fluent with the English language, but was again put on hold which timed out after another hour of waiting.
As I understand the contract; the "vacation wavier" states I can cancel the trip at any time. As long as I give them 24 hours notice.
May 12, 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 Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr.
*** is requesting a refund as he purchased Vacation Waiver and his package was cancelled due to the Coronavirus outbreak.
Our records indicate that on January 22, 2020 Mr. A. ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for March 15, 2020 from Grand Rapids, MI to Charlotte, NC
and returning on March 16, 2020. Traveling to the *** with a pickup car rental with ***. Additional Travel Protection
Vacation Waiver was added.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airlines on your flight due to the Coronavirus outbreak.
*** Airlines has provided a travel advisory that allows Mr. to exchange his flight without any penalty fees. New travel must commence within 1
year from the original ticket issue date 22Jan20. The Travel Protection Vacation Waiver only protects cancellations made one-time prior to the start of your trip.
We show that the flight was cancelled on the day of departure which did not qualify for a refund.
We have verified that Mr. cancelled his car rental with *** and received a full refund totaled $ 82.61. The hotel was eligible for a full refund as the reservation was cancelled on March 13, 2020 totaled $82.56. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to process refunds.
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. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.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
Complaint: ***
I am rejecting this response because:
After wasting many hours of my time seeking a solution, I find it hard to waste more of my time responding to a corporation who only
values dollars. Clearly Expedia's customer service department is under staffed and under funded.
Please note I did not cancel my trip due to personal reasons. Trip was canceled because there was a clear and present health danger
to me and my family; as I am over sixty and have a pre-existing medical condition.
Bottom line. I purchased "travel insurance" which in my eyes states that I could cancel my trip for any reason.
Sincerely
Terrible service. You can not get through to a person at all. We have been trying to resolve an issue for almost a month. They do not respond at all. It is a loop on their “chat” . Nothing is accomplished.
My airline flight was cancelled. I was issued a credit. I want a full REFUND. Expedia said call airline. Called *** Airlines. They said call *** Airlines. *** Airlines said called *** Airlines. *** said call ***. *** said Expedia has to issue the refund. I called and recalled all of them to no avail, round and round they sent me.
To Whom It May Concern:
I have turned this issue over to my bank utilizing the Dispute Department. Therefore, I no longer need Revdex.com to pursue this matter.
Thank you
Problem:
Itinerary #*** Expedia cancelled our three flights, issued a credit, not a refund. We want a REFUND. I have spoken to an agent, a supervisor, and corporate NUMEROUS TIMES. They keep saying to call back to check on the status. I am put on hold for over an hour and get the same response every time - call back.
RefundselectDesired Outcome:I want a REFUND for my three cancelled airline tickets - NOT a credit. Issued to my credit card ending in ***. I had to write out the itinerary number in words, because this form thought I was writing a social security number, not accepting it.
July 16,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***
Dear Revdex.com, Thank you
for contacting Expedia regarding this complaint. We are responding to the
consumer complaint number *** from ***.The
customer purchased roundtrip flight to Rome, Italy with *** Airlines for
three passengers from June 19, 2020 to June 27, 2020, plus flight coverage with
Travel Guard, via itinerary ***.The coverage
was refunded on May 10, 2020. The flights could only be refunded with a waiver
from the airline in writing. The flights were refunded on July 4, 2020.The
customer booked two rooms with the In *** in Rome, Italy for seven
nights with check in on June 20, 2020, plus booking protection, via itinerary ***.The hotel
rooms were refunded on April 10, 2020.Thank you
again for allowing us to address the comments and concerns of our customer, and
for considering all parties. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team