I purchased airline tickets through expedia itinerary # *** and # ***. Both flights were canceled due to COVID-19. I have been trying to contact Expedia for weeks and the automated system does not let me through. I've even tried to contact them via social media to no avail.
I have contacted all three airlines involved in the trip, *** Airways and *** and they have ALL agreed to give me a full refund of the trip IF Expedia calls them and asks for the refund because I booked through Expedia. I cant even put in a claim for flight insurance if I wanted to because I have to go through Expedia for that.
Expedia is now sending out emails saying that I can cancel through an automated system for "Airline Credit". I do not want airline credit I want my refund that is due. I called *** Airlines last night (04/10/20) and they insisted that once Expedia contacts them in my regard they will issue a refund. The US Department of Transportation has enforced that all airline carriers must issue refunds and not vouchers first, Expedia is trying to push this on me when the Airlines arent.
As of writing (04/11/20), there is literally no way to reach Expedia customer support. I've never experienced anything like this from a company in my life. I found email addresses for Expedia and emailed them with no response. I went onto their website and used their customer service chat and said they cannot get me to a real person.
All the Airlines on my trip have canceled and grounded the flights. I've been on the phone with all of them and they've offered full refunds if Expedia calls them to cancel. I've also bought flight insurance for these flights. Expedia could easily give refunds instead of vouchers to these flights but this is just blatant disregard for their long-time customers. I've been using Expedia for years and years, this treatment and lack of customer service is insane and almost criminal.
Expedia.com Response
• May 12, 2020
May 12, 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 refunds. We understand that Mr. is requesting a refund for two flight reservations that have been cancelled.
Our records indicate on December 29, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** Airline departing on May 2, 2020 from New York, NY, USA to Amsterdam, Netherlands and returning on May 14, 2020, along with the Flight Protection Plan via ***.
We can confirm on May 12, 2020, Expedia reviewed the Expedia account and there are no notes or documentation on the Expedia account. In review of the *** Airline record, the tickets are in refund status. *** Airline will be issuing the refund of $412.35 for each ticket to card ending ***
Our records indicate on December 29, 2020, Mr. or an authorized user of the account self-booked two one-way flights on *** departing on May 13, 2020 from Athens, Greece to Amsterdam, Netherlands, via ***.
We can confirm on May 2, 2020, the customer called wanting a refund. Our representative advised the tickets have been suspended and called the airline. *** advised they don't know why they were suspended and suggested we email them. The representative emailed the airline asking for the tickets to be refunded since *** suspended them. Our representative emailed the customer advising we are waiting on a response from the airline in regard to the refund.
After further review on May 12, 2020, Expedia reviewed the *** record and determined that *** unconfirmed the flights on April 10, 2020 and Expedia cancelled the itinerary on April 18, 2020. Expedia called *** and they advised that the flight was not operational and that we should log into their site and submit a request for refund. Expedia submitted the refund request information on *** site for the two tickets that were cancelled due to the non-operational flight. Each of the charges were charged by the airline. Due to the influx of refund request from the airlines we suggest that you contact them directly, they’ll determine the refund timeline.
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. Additionally, at the time of booking Mr. 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
Good morning,
This is trying times for us all and I understand the high call volumes. I had a tripped planned for my sons 5th birthday to *** World. I have done business with Expedia for years now, and never had a problem. I have lost my job due to covid-19 (which many of us have) and I have received a refund from *** directly, and ***. I booked a car rental through Expedia and paid through expedia. The company that the car was rented through is *** in Florida. When I reached out to Expedia they directed me to them, and when I reached out to *** they directed me to Expedia. For a month and a half I have not had a resolution. I have sent emails, escalated to supervisor and still nothing. On March 19th Expedia gave me a case number Case # *** and the agent informed me that I will get an email or something of that sort for the refund. It is now 4/11/20 72hours of my said trip which is now cancelled and still nothing.
Expedia.com Response
• May 12, 2020
May 12, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund of $191.65 for the car rental reservation.Upon further research, we were unable to locate an Expedia account or reservation related to the complaint. We respectfully request that you provide us with the itinerary number of the booking and/or the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
My flight got canceled by an airline. Because the flight was purchased through Expedia, I had to deal with them instead of airline customer support, which was much more available and helpful. I have spent hours on the phone through multiple days and finally reached the customer support, which promised a prompt refund. Two weeks later, no sign of refund, neither there is a sign of it in Expedia's own tracking system.
Customer Response
• Apr 20, 2020
Hi, please close my complaint #***.
I got a full refund from a business and am satisfied with thee resolution.
--
Sincerely Yours, ***.
I bought a vacation package and a travel protection plan from expedia.com (which indicates as number one benefit that a 100% of the trip costs will be refunded to the individual buying the plan) to visit San Francisco, California on 3-20-20. Because of the coronavirus impact in the city that I was planning to visit, I contacted expedia customer service and cancelled the trip on 3-11-20 at which time the representative assured me that I will receive 100% refund of the trip costs because I had bought a travel protection plan. I made several calls to expedia customer service and I was always told by different representatives that I had nothing to worry about because I had a travel protection plan and I was going to receive 100% refund of the trip costs. I even received a writing communication by e-mail from an expedia Tier-2 Customer Service Representative (Jocelyn) stating to use the e-mail as a confirmation that I will receive 100% refund of the trip costs. After all the phone conversations that I had with the customer service representatives and even an e-mail sent to be used as confirmation that 100% refund will be issued to my credit card because I had bought a travel protection plan that is advertised and sold by expedia when you are purchasing a vacation package, I only received partial refund from Expedia. The only refunded me the costs of the hotel and the cost of the transportation. I called Expedia Customer Service on 4-6-20 to inquiry about the refund for the flight costs and spoke to a supervisor (Mike) who told me that no refund will be issued because I will receive a credit from *** Airlines to travel before 10-29-20. The fact that I am forced to travel before 10-29-20 to be able to use the credit creates a lot of uncertainty for me and my family because nobody knows when the coronavirus pandemia will end and if I can't fly before 10-29-20, then I will lose my money because Expedia is not abiding by the benefits offered in travel protection plan.
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 a refund. We understand that Ms. is requesting a refund for the flight reservations since the hotel and shuttle have been refunded.Our records indicate on October 29, 2019, Ms. or an authorized user of the account self-booked three round trip flights on *** Airline departing on March 20, 2020 from Miami, FL, to San Francisco, CA and returning on March 24, 2020, a four night hotel stay at *** San Francisco and *** Shuttle Service along with the Package Protection Plan via ***.
We can confirm the following refunds were issued. On December 30, 2019 a refund of $102.00 was issued for the shuttle service. On March 11, 2020, a refund for the $737.43 was issued for the hotel. On March 23, 2020, Expedia emailed the customer and advised we have processed a refund for $1489.80 for the flight reservation.
After further review on May 12, 2020, Expedia reviewed the Expedia account and no refund has yet to be processed for $1489.80. Issued a refund for $1489.80, the refund will appear within the next 30 days to the original card charged.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team
Customer Response
• May 16, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have confirmed receipt of the refund. I appreciate all your assistance with this matter.
I had purchased tickets to *** when doing so apparently I chose the date I bought the tickets as the date we were planning on visiting which wasn’t the case. Once I noticed that issue I contacted Expedia immediately explained to them our flights didn’t leave for another week. I explained I didn’t want a refund or cancel I simply wanted to change the date and they absolutely refused. This was late February 2020 pisses me off the most it was a simple mistake I just needed to switch days around they said their hands were tied and I needed to call *** myself. So I did and of course *** didn’t have a prob adjusting our dates it was Expedia that refused. I just simply wanted to change dates but it’s to late now to go due to corona virus. I’m still paying the balance owed on my account through Klarna. I’m stuck with a 100$ ticket that we couldn’t use. Very disappointing very frustrating.!
Expedia.com Response
• May 10, 2020
May 10, 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 an activity reservation. Our records reflect a 1-Day, Admission Ticket (Non-Peak) for *** for one adult. We
understand Ms. is requesting a refund due to the Covid-19 travel
restrictions.Expedia
does not have the ability to make any changes to the reservation after purchase,
as stated in the terms and conditions with ***. Changes
must be requested with the vendor directly. On
February 21, 2020 Ms., or someone with account access called Expedia to
make a change the date of the ticket from February 21, to February 22. The
customer was advised we would need to email *** for an approval, but the
customer was unhappy to wait for a five day turnaround request. On February 22,
an email was sent to the customer advising *** has denied a request to
the date change. Ms. replied to the email stating she was already on
vacation and request through *** to change the dates she
requested by speaking to the highest in charge.Universal
*** has announced they have closed the park from March 14, 2020 through May
31, 2020 due to the global Covid-19 pandemic. The dates selected by Ms.
*** were not impacted by the closure.We
apologize for the experience Ms. received, however Expedia is unable
to provide a refund 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
I been waiting for my refund they since April 5 2020. And still havent recieved it. They have no problem taking my money in 5 mins but they cant put it back on even within 5 days. So yes I m making my complaint cause they still havent given my refund and times are hard. The reason y I m getting a refund is because they double booked a room on my debit card. They admitted it was there fault and said they were gonna put the money back on the card and still nothing
Expedia.com Response
• May 10, 2020
May 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a one night stay at *** in Great Falls, MT checking in April 5, 2020. We understand Mr. is requesting a refund due to a
double booking.On
April 5, 2020, a refund was initiated by Expedia for $72.20 and completed on
April 23, 2020. We apologize for the delay in refund as we are having an influx
of refunds processed which end in delay.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight and rental car via Expedia.com, totaling $1,414.37. I received an email from Expedia yesterday informing me that my flight was cancelled and that I would receive Airline Credit. I am aware of the U.S. Department of Transportation's ruling that all customers whose flights are cancelled by the airline would receive a refund. There is absolutely no way to contact Expedia and they are hanging up any phone calls from people who are not traveling within 72 hours. They are violating federal ruling by offering airline credit.
Expedia.com Response
• May 10, 2020
May 10, 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 round-trip flight from Philadelphia,
PA to Shannon, Ireland on August 26, 2020, returning September 3, 2020 for two
adults. And a car rental with *** for a Mini 4/5Door
Car.We understand Mr. is requesting a full
refund.On April
17, 2020 a refund was initiated by Expedia for the car rental in the amount of
$120.73, however on May 2, the refund failed due to a charge-back initiated by
the customer. The refund will be processed by Mr.’s financial institution. On April
5, 2020 *** Airlines suspended flight operations making the flights
eligible for refund. A refund has been processed by Expedia for $1293.64.
Refund timing may take 30 business days to reflect to the original form of
payment.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have been trying for weeks to cancel my reservation and get a refund. Instead of refunding my money as requested, my reservation was never canceled. Instead the airline canceled the flight and instead of a refund like I'd requested, they issued an airline credit, and they are refusing to issue a refund for my hotel despite the fact that I paid extra for the cancellation insurance. I tried contacting Expedia to resolve the issue, but they are refusing to speak with anyone who isn't traveling within 72 hours. I need the refund to pay my bills NOW, as the Coronavirus has impacted more than just my travel plans. All attempts to speak with a representative online have failed, and I can't get through by phone. I understand the unique circumstances of these times are causing their call volume to increase, but I still need my refund processed for the service I am no longer receiving.
Expedia.com Response
• May 11, 2020
May 11, 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 vacation package.Our records show on February 26, 2020, Ms. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** and *** Airlines, traveling from Cleveland, OH USA to Rome, Italy departing on May 9, 2020 and returning on May 24, 2020. The package included a hotel, and travel protection with a stay at *** Rome Italy for a check in on May 10, 2020, and a check out on May 12, 2020, for a total of $1,347.17. We understand Ms. is seeking a refund for the reservation, based on the travel plan and the airline cancellation. Between April 27, 2020 and May 8, 2020, Ms. contacted Expedia to request a refund for the flight/hotel reservation. We then advocated on Ms.’s behalf by contacting the *** to request a refund based on the non-refundable restriction. The *** had a flexibility policy in place in relation to the Coronavirus pandemic. Therefore, we were able to obtain the exception needed to process the cancellation/refund of $438.11, for the hotel stay. In regards to the ***/*** Airlines flight we were able to determine the airline initiated the cancellation, making the flight eligible for a refund of $438.11. The time it takes for each refund to post back to Ms.’s original form of payment may take up to 30 days due to our processing delays.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 made reservation via expedia.com to fly to Egypt on April 2nd and get a car rental on April 3rd from Cairo airport.
Itinerary # *** (airfare)
Confirmation # *** (car rental)
*** / the operator has cancelled my flight before my fly date. *** notified me of the cancellation on March 25th via email, yet Expedia denied me a full refund of my airlines, they offered me credit to use within 12 month. I paid you in real money refund me real money. I am not willing to bail out travel agents or airlines, they are getting bailed out by the federal government.
Also Expedia denied me refund for the car rental at Cairo airport in Egypt.
Please see announcement from *** website. the entire country "Egypt" has been under a lock down since March 19 thru April 23rd.
https://www.***.com/
Expedia.com Response
• May 11, 2020
May 11, 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 itinerary. Our records reflect a round-trip
fare with *** departing New York, NY to Cairo,
Egypt on April 2, 2020, returning April 25, 2020 for one adult. And a Economy 4/5Door car
rental with ***, picking up April 3 for 22 days. We understand Mr. is
requesting a full refund of the flight and car reservation.On March 25, *** cancelled flight
operations departing New York to Cairo due to the Covid-19 pandemic. The airlines
has extended future travel credit in the form of an Evoucher less non-refundable
taxes. The voucher can be used as air
tickets for the passenger or any of his first degree relatives. OR, customers
can refund their tickets in cash or in the payment method used by the customer,
after the resumption of *** flights any time within 3 years. The fare
rules however allow for refund of the tickets with a penalty of $200.00, that
will be processed to the original form of payment used. We contacted Mr. to ask which option would
be most suitable, and was advised he has received the refund via his financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention, and apologize for
any inconveniences the customer has undergone during the Covid-19 pandemic. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have been able to alter all my travel plans either via phone or email for *** no problem. Unfortunately I have NOT been unable to modify/cancel my flights via Expedia.com. I called 3 times; 72 hours prior, 48 hours prior & 24 hours prior to my departure. Total wait time over 6 hours with no response. I tried using the CANCEL button from their website via the Covid-19 links with no success - it keeps returning an error. I have not received any communications email from Expedia, explaining or telling us what they are planning to do with our itineraries. The website currently is showing TRIP IN PROGRESS when travel is banned. Their online CHAT is an AI loop that gets you nowhere. I tried Canceling going thru ***, but *** response was, "tickets purchased thru 3rd party must be canceled via 3rd party". I am not too happy. I have lost 2 other tickets in the past 10 years because of bad customer service, bad communication, most likely lied to, zero followups and fear they will steal these ticket as well.
I have been trying to cancel my hotel for over two weeks now. I have free cancellation until tomorrow and cannot cancel my reservation on their website or over the phone. The website makes it look like it will cancel for you but just says to contact a customer service rep. When you call it says they cannot cancel until 72 hours prior to travel (after my free cancellation date). I says you can easily cancel or change on line when it is not possible. The phone options says it will send you a text to cancel which takes you to an online chat. After providing my email address and last four of my cc card it says all customer service reps are busy and it cannot cancel. Nothing is more frustrating than this loop of nothingness. I have never been more disappointed in a site as now. I have feeling that I will not be able to get my money back due to this system.
Had to cancel a trip to a medical conference Travel dates Mar 15, 2020 - Mar 18, 2020 Itinerary # *** Confirmation *** (***) Ticket # *** (***)
Reason for cancellation I was sick and later conformed to be positive for Covid-19 (proof of testing available)
I spoke to several unprofessional customer service agents from Expedia for put me on hold for hours each and repeatedly disconnected the call.
Spoke to a customer service manager who refused to give his employee badge ID and that he could not help me with the refund
Expedia.com Response
• May 11, 2020
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records reflect a round-trip
fare with *** Airlines departing New York, NY to Las
Vegas, NV on March 15, 2020, returning March 17, 2020. We understand Mr. is requesting a full refund for
the flights.On March 5, Mr. or someone with account access,
cancelled the flights online via Expedia website. *** airlines is extending
future travel credit to Mr. to be used as there was no significant impact
to the flights. The airlines has advised the following to re-book new travel:-New tickets issued for travel between 01
March 2020?and?30 Sep 2020 must be issued on/before 30 Sep 2020. Same or new Outbound
& Departure, fare difference within same cabin waived as well as change
fees. -New tickets issued for travel between 01Oct
2020 and 30 Sep 2022 must be issued on/before 30 Sep 2022. Same or new Outbound
& Departure, fare difference applies, while change fees are waived.The U.S. Department of Transportation restated its
policy requiring airlines to provide travelers with a cash refund if their
flight has been canceled or significantly delayed by the airline and the
airline hasn’t covered them with an alternate flight. At Expedia Group, we
follow the policies of our partners, so any credit, refund or change is
determined by the travel provider. We understand that the customer is
dissatisfied with receiving 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 during COVID-19. We recognize that 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
We booked a hotel room in Chicago months back for a weekend in June of 2020. The Covid19 concerns hit and Chicago being a high risk area and my husband being a Type 1 Diabetic we were directed by our physician to cancel all travel. I reached out to the Hotel and they told me because of the Covid19 crisis they would refund us 100% of all costs but I had to cancel through Expedia. I tried calling and emailing Expedia and I am not able to get through because my trip is not within the next 3 days. I reached out back to the hotel and was told they would refund me but request had to come from Expedia. I tried contacting Expedia again but was told it was non refundable and they were unable to help me at this time. I have multiple emails from Hotel including this one:
Dear Mrs.
Your reservation was cancelled by Expedia on 4th April and I can confirm that due to the current Covid19 situation and *** is waiving all charges.
The normal payment process would be that we invoice Expedia after your stay and so just to clarify Expedia need to refund you in full as it is them who have charged you. I’m sure they have already refunded you but please be mindful it may take 10-14 working days for you to receive your money back into your account from Expedia.
I hope that we will be able to welcome you back to *** when it is safe to travel and please note that we can arrange a baby crib. Stay healthy and well and please do not worry, if you do not receive your money from Expedia after 2 weeks just let me know,
Best Wishes
*** Guest Services Manager, *** Hotels
Still unable to get anyone at Expedia to take my call or reply to my refund request. Due to economy and hard times we need this money now more than ever.
Expedia.com Response
• May 11, 2020
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night
stay at *** Hotel, Central Loop in Chicago,
IL checking in on June5, 2020 for two adults. We understand Ms. is
requesting a refund due to the Vovid-19 travel restrictions.The reservation booked is non-refundable and changes not
permitted without a penalty equal to the amount of the reservation. However,
the hotel has agreed to waive any penalties given the current pandemic. A refund has been processed by Expedia for $419.48, and a
reversal of 201 Expedia points has been returned to Ms.’s account. Refund timing may
take up to 30 business days to reflect the original form of payment. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
January 8th I purchased a bundled trip from Expedia.com with full travel protection (Itinerary # *** and Policy #***). On April 1st, I initiated a cancel of the trip. We were traveling for a wedding that had been cancel do to COVID-19. They almost immediately canceled the hotel but not the flights. I received and email today, April 10th, that I will only be receiving a flight credit instead of a refund. I have friends that booked the same bundle, for they same wedding, the same day as my purchase, but with no travel protection and got the same thing so what did I pay for? I have tried to contact Expedia over the phone but they are declining all calls for trips that aren't set to start within the next 3-7 days. I have canceled my trip over a month in advance!
Customer Response
• Apr 20, 2020
The 13th of each month is the expected pay date for *** for my Expedia purchase. Expedia did not refund for the hotel portion of my cancellation until April 19th. I am still looking for a refund from Expedia for flight and travel protection (neither we ever used) and a price break down/ involve of my purchase. Affirm is threatening my credit the longer this is not resolved for the remaining funds.
Expedia.com Response
• May 11, 2020
May 11, 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 Miss *** (Revdex.com case number *** ) regarding a flight reservation.Our records indicate on January 8, 2020, Ms. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** and *** Airlines, traveling from New York, NY USA to Kingston Jamaica departing on May 21, 2020 and returning on May 26, 2020. The package included a hotel, a travel plan with a stay at ***, for a check in on May 21, 2020, and a check out on May 26, 2020, for a total of $2,682.36. We understand Ms. is seeking a refund for the airfare portion of her reservation, based on the airlines cancellations. Between April 1, 2020 and April 10, 2020, Expedia received Ms.’s two written requests to cancel her flight/hotel reservation. We honored the voluntary cancellation requests by canceling both the hotel and flight separately. In order to provide Ms. a record of each cancellation we sent her the refund confirmation of $1,597.48, for the hotel and two airfare credit notifications. It appears that Ms. attached the credit notifications to the Revdex.com complaint. We reviewed *** Airlines Coronavirus flexibility policy on their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines is offering to waive penalty fees charged to rebook her trip through September 30, 2020. This reservation does not qualify for a refund due to Ms.’s voluntary cancellation completed prior to an involuntary change. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the departure flight. Furthermore, Ms. may visit *** Airlines website to review the flexibility policy for her records at the following address:https://***In regards to the *** Airlines Coronavirus flexibility policy also available on their website states that Ms., was issued a Future Travel Credit. However, *** Airlines is not permitting a refund but rather a penalty fee waiver before, January 8, 2021. This is based upon *** Airlines non-refundable rules. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the return flight.Furthermore, Ms. may visit *** Airlines website to review the flexibility policy for her records at the following address:https://www.***To use the *** and *** Airlines Future Travel Credits of, $396 and $474.88 Ms. may either use our website services or she can contact the following number, (877) ***, for assistance. 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 cancel a flight. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the package:*** Airlines cancellation policy: Tickets are non-refundable, charge $200 per passenger plus (airfare) difference for voluntary changes. *** Airlines cancellation policy: Tickets are non-refundable, charge $200 per passenger plus (airfare) difference for voluntary changes.Notice: 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.*** cancellation policy : made after 1:00 PM local hotel time, Sunday, May 17, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.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.On May 11, 2020, as a courtesy we cancelled/refunded $214, for the travel plan back to the customers original form of payment. The time it takes for Ms. to receive the refund may take up to 30 days due to our current delays in processing. While we understand the extraordinary circumstances caused by (COVID-19) 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 partners. Due to the information provided above, we are unable to override the airlines non-refundable policies. 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 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.
I attempted to cancel my travel bundle with Expedia due to COVID-19 and a pre-existing health condition that put me in the high-risk category for exposure to the virus. I tried to call several Expedia customer service numbers over multiple days and either the message indicated they were experiencing technical difficulties and did not provide the option to speak to an agent. Further, I tried several times to cancel my trip on the website and it was also experiencing technical difficulties. I contacted *** and *** hotel directly and they could not cancel my reservation because I booked through Expedia. My departure date arrived and was still unable to cancel. Now, Expedia is unwilling to provide a refund even in accordance with the policy stated in my itinerary. They are claiming that the hotel is unwilling to offer a refund. I called the hotel group today and they indicated that Expedia is likely lying because they have been offering full refunds for most people impacted by COVID-19. The hotel indicated that they refund Expedia and it is up to Expedia to refund the consumer. The hotel suggested that Expedia is likely keeping the refund and lying to me about the hotel's stance on the refund. All I am asking for is the refund policy to be upheld. It indicates, at minimum, I should receive a refund for the hotel for all charges by the first 2 nights, if I have to be considered a "no-show" due to Expedia's technical difficulties which prevented me to cancel my trip as needed. Expedia has violated their stated policy and is committing consumer fraud.
Expedia.com Response
• May 11, 2020
May 11, 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 round-trip
fare with *** Airlines departing Pittsburgh, PA to Montego
Bay, Jamaica on March 13, 2020, returning March 18, 2020 for two adults. A five night stay at ***
*** All Inclusive with round-trip shuttle service from airport to hotel
with *** We understand Ms. is
requesting a refund of the trip costs.On April 19, changes were made to the *** flights directly
with the airlines to depart November 7, 2020. Both travelers will be departing from
different airports. *** has taken full control of these tickets and any future
changes and or refund requests must be made directly with the airlines.On April 9, a refund was initiated by Expedia for the
shared shuttle service in the amount of $72.48. On April 12, the refund failed
due to a charge-back initiated previously. Ms. will now receive a refund
through the charge-back process from her financial institution as we can no
longer process further refunds for this amount.On April 25, Ms. or someone with account access
called Expedia and was advised a refund has been initiated by Expedia for the
hotel stay at ***, minus a two night penalty for $1210.95.
On May 10, the refund failed due a charge-back. The customer will now receive a
refund directly from her financial institution for this amount. 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 16, 2020
Complaint: ***
I am rejecting this response because: Expedia lied to my financial institution going as far as indicating they had no record of my cancellation attempts and that I was not due a refund for my cancelled hotel reservation. They have made this experience a nightmare and over two months later, I have still received no credit for my cancelled reservation.
At no time did I request a refund for the flight as *** Airlines honored their commitments to their customers and provided a credit for future travel.
Sincerely
Expedia.com Response
• Jun 01, 2020
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not accept our response
and/or resolution offered.We have reviewed the documentation/new information Ms. provided to
further address her concerns.The request has been escalated through our transaction processing team. They
have advised to re-process the refunds for the hotel as well as the shuttle
service.Expedia has processed the amount of $476.13 on May 27, and
$1210.95 on May 30. The total amount refunded to the customer is $1687.08. We thank you for allowing us to address this matter further. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael *** Corporate Correspondence Team
Customer Response
• Jun 02, 2020
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. The refunds that Expedia described posted to my account and I am happy that this issue has finally been resolved.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My flight on April 3, 2020 to *** islands was canceled by *** airlines due to their airport being closed amid COVID-19 indefinitely. Two families, who were supposed to travel with us, booked this flight directly through the CA airlines website and got the refund right away based on the fact that the airport was being closed and they couldn't provide the rescheduled flight. I called the CA airlines and was told that they were ready to issue the refund for 4 tickets in my booking but as I booked through Expedia I had to ask them to request this refund. That is where the nightmare dealing this Expedia customer service has begun.
After hours of waiting in the line to be able to speak with an alive representative, I asked to request the refund on my behalf. I spent another couple hours on the line waiting until the Expedia agent would contact the *** airlines. The result was - yes, the airlines confirmed the refund. BUT the Expedia agent asked me to stay on the line to "get the details on refund" and got muted. I waited another 30-40 minutes on the line to hear back from the agent until my phone battery died.
Do you think I received any returned call or email from Expedia regarding the refund? No! Moreover, my itinerary was tweaked in their system to change the flight date from April 3 to December 27, 2020 so that I am unable now to contact Expedia due to the travel date being more than 72 hours away. Now it is a fraudulent activity!
Today I received an email from expedia that they they are offering a credit referring to airlines' policy. But the airlines confirmed to me that my booking is eligible for the refund because they closed the airport and cannot provide services. It looks like Expedia just doesn't want to cooperate and help me, their former loyal customer. What kind of the travel agency are they?!
Expedia.com Response
• May 11, 2020
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records indicate/reflect a
round-trip fare with *** departing New York, NY to George
Town, *** Islands on April 3, 2020, returning April 8, 2020 for three adults
and one child. We
understand Ms. is requesting a refund for flights due to the Covid-19
travel restrictions.On April 28, Ms. or someone with
account access called Expedia and was advised by a representative that the
airlines had approved a refund and provided a waiver to process on our end. The
representative initiated the refund, and on April 29, the refund was processed
and will be completed by ***. Refund timing may be delayed and
depends on the airline and customers financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 11, 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 paid for the airline ticket with expedia.com. My trip was cancelled. No refund. Cannot get in touch with expedia.com. My money was stolen by expedia.
Expedia.com Response
• May 11, 2020
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records reflect a round-trip
fare with *** Airlines departing New York, NY to Sofia,
Bulgaria on April 16, 2020, returning April 25, 2020 for one adult. We understand Mr. is requesting a refund.On March 16, 2020, *** airlines cancelled flight
operations from New York to Istanbul making the flights valid for refund.
Expedia has initiated the refund process for $659.85, and will be completed by
*** airlines. Refund timing depends on the airline and customers financial
institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 11, 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 paid Expedia in total of $1510.58 for a trip, due to COVID19 it was cancelled. I purchased trip insurance waiver that cost $104.
Trip was from 4/10 to 4/14, Boston to Minneapolis, Flight via ***, Hotel via intercontinental and car via ***.
I received a voucher for $587.20 from ***, Expedia only is refunding me 819.38 and refusing to return the rest of $104.
I did not cancel my trip any reason other than COVID19, I should get everything refunded back to me since this waiver was never used, trip was cancelled due to a global pandemic. Expedia is stealing this money
Expedia.com Response
• May 25, 2020
May 25, 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 his booking. We understand the customer is
requesting a full refund of his Vacation Waiver due to COVID-19. On May 25, 2020, we issued a full refund of the Vacation Waiver in the
amount of $104.00 due to COVID-19. It may take up to 30 days for the refund to
process, depending on Mr.’s financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Customer Response
• May 25, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have tried over and over to get in contact with Expedia as it relates to the partial refund that they are trying to give me that is not correct. I booked a trip on February 13th to travel March 27th-March 30th. With the travel ban, I had to cancel the trip. I received a text message that I would get the full amount of the refund for the Itinerary# ***. I did receive a refund for the flights from *** Airlines,but my Expedia owes me a total of 686.84. I have spent hours on hold and been hung up on for multiple times.
Expedia.com Response
• May 25, 2020
May 25, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) regarding her hotel reservation. Our
records indicate that the customer booked a refundable hotel booking with ***
*** - All Inclusive, ***, Mexico, for
March 27-30, 2020. The hotel offered free cancellation for a full refund if done
before March 20, 2020. Per the property’s policy, cancellations or changes made
after March 20, 2020 were subject to a hotel fee equal to 2 night(s) plus taxes
and fees. Upon
review, Ms. self-cancelled the booking on March 25, 2020, due to COVID-19.
Per the hotel’s policy, the customer was charged the two night penalty in the
amount of $457.90. on May 1, 2020, the customer contacted Expedia for
assistance with obtaining a refund of the penalty. We made multiple attempts to
contact the property for a waiver, but weren’t able to reach anyone. On
May 25, 2020, as a courtesy, Expedia issued a refund of the two night penalty
in the amount of $457.90 back to the customer’s original form of payment. The
refund should be seen in the customer’s account within 30 days. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Customer Response
• May 26, 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.
Sincerely,
***
***ATTACHMENTS REDACTED BY Revdex.com
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.comAlaska, Oregon
& Western WashingtonComplaint
DepartmentRe: Expedia Case #:
***Dear Revdex.com,Thank you for forwarding
the consumer rebuttal from Ms. *** (Revdex.com case number
***). We regret to hear Ms.
*** did not accept our response and/or resolution offered.On June 22, 2020,
Expedia reached out to the customer directly and discussed steps Ms.
needs to take in order for us to resolve the issue. The customer will obtain official
documentation from her financial institution advising there are no active
dispute claims with Expedia and confirming no refunds were issued on closed claims. We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Customer Response
• Jun 26, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have attached a copy of proof that I have accepted the business response for the refund of hotel.
I've been trying to cancel my trip due to not being allowed to travel to Italy due to the COVID-19 Pandemic. Unless you're trveling within the next 72 hours, you are not allowed to speak to a customer rep. I submitted cancellation requests 6 times via online and have not received an answer. I purchased their Vacation Waiver which entitles to a full refund. If the airline does not refund the ticket then I'm entitled to an airline credit to be used in the future. I contacted the airline and they me told that I am entitled to a full refund due to travel restrictions to Italy, but they also said it would need to be cancelled by Expedia due to the fees that they charge will not be refunded by them. They are preventing from cancelling this along with holding on to my money and I want this trip cancelled and my money refunded now instead of having to wait 72 hours prior to travel which is May 9,2020. Here is my Itinerary Number issued through Expedia: Itinerary # ***. Thank you for your assistance and hopefully this gets resolved quickly.
Expedia.com Response
• May 10, 2020
May 10, 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 itinerary. Our records reflect a round-trip fare with *** Airlines
departing Detroit, MI to Naples, Italy on May 9, 2020, returning May 16,
2020. And a six night stay at *** for two adults with the
Expedia Vacation
Waiver. We understand Mr. is requesting a
full refund issued.On April 27, a refund had been processed for the flights in the
amount of $1682.68. On May 5, the *** had been refunded
for $2,286.74.
Refunds may take up to 30 business days to reflect to the original form of
payment used. Mr. can expect a total refund of $3969.42. Unfortunately,
Expedia is unable to process a refund for the Vacation Waiver.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 10, 2020
Complaint: ***
I am rejecting this response because: I want airfare refunded like the hotel. Don't understand why one was refunded and the other is still processing. Please process the refund for the airfare and I will close this out as satisfied.
I purchased airline tickets through expedia itinerary # *** and # ***. Both flights were canceled due to COVID-19. I have been trying to contact Expedia for weeks and the automated system does not let me through. I've even tried to contact them via social media to no avail.
I have contacted all three airlines involved in the trip, *** Airways and *** and they have ALL agreed to give me a full refund of the trip IF Expedia calls them and asks for the refund because I booked through Expedia. I cant even put in a claim for flight insurance if I wanted to because I have to go through Expedia for that.
Expedia is now sending out emails saying that I can cancel through an automated system for "Airline Credit". I do not want airline credit I want my refund that is due. I called *** Airlines last night (04/10/20) and they insisted that once Expedia contacts them in my regard they will issue a refund. The US Department of Transportation has enforced that all airline carriers must issue refunds and not vouchers first, Expedia is trying to push this on me when the Airlines arent.
As of writing (04/11/20), there is literally no way to reach Expedia customer support. I've never experienced anything like this from a company in my life. I found email addresses for Expedia and emailed them with no response. I went onto their website and used their customer service chat and said they cannot get me to a real person.
All the Airlines on my trip have canceled and grounded the flights. I've been on the phone with all of them and they've offered full refunds if Expedia calls them to cancel. I've also bought flight insurance for these flights. Expedia could easily give refunds instead of vouchers to these flights but this is just blatant disregard for their long-time customers. I've been using Expedia for years and years, this treatment and lack of customer service is insane and almost criminal.
May 12, 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 refunds. We understand that Mr. is requesting a refund for two flight reservations that have been cancelled.
Our records indicate on December 29, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** Airline departing on May 2, 2020 from New York, NY, USA to Amsterdam, Netherlands and returning on May 14, 2020, along with the Flight Protection Plan via ***.
We can confirm on May 12, 2020, Expedia reviewed the Expedia account and there are no notes or documentation on the Expedia account. In review of the *** Airline record, the tickets are in refund status. *** Airline will be issuing the refund of $412.35 for each ticket to card ending ***
Our records indicate on December 29, 2020, Mr. or an authorized user of the account self-booked two one-way flights on *** departing on May 13, 2020 from Athens, Greece to Amsterdam, Netherlands, via ***.
We can confirm on May 2, 2020, the customer called wanting a refund. Our representative advised the tickets have been suspended and called the airline. *** advised they don't know why they were suspended and suggested we email them. The representative emailed the airline asking for the tickets to be refunded since *** suspended them. Our representative emailed the customer advising we are waiting on a response from the airline in regard to the refund.
After further review on May 12, 2020, Expedia reviewed the *** record and determined that *** unconfirmed the flights on April 10, 2020 and Expedia cancelled the itinerary on April 18, 2020. Expedia called *** and they advised that the flight was not operational and that we should log into their site and submit a request for refund. Expedia submitted the refund request information on *** site for the two tickets that were cancelled due to the non-operational flight. Each of the charges were charged by the airline. Due to the influx of refund request from the airlines we suggest that you contact them directly, they’ll determine the refund timeline.
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. Additionally, at the time of booking Mr. 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
Good morning,
This is trying times for us all and I understand the high call volumes. I had a tripped planned for my sons 5th birthday to *** World. I have done business with Expedia for years now, and never had a problem. I have lost my job due to covid-19 (which many of us have) and I have received a refund from *** directly, and ***. I booked a car rental through Expedia and paid through expedia. The company that the car was rented through is *** in Florida. When I reached out to Expedia they directed me to them, and when I reached out to *** they directed me to Expedia. For a month and a half I have not had a resolution. I have sent emails, escalated to supervisor and still nothing. On March 19th Expedia gave me a case number Case # *** and the agent informed me that I will get an email or something of that sort for the refund. It is now 4/11/20 72hours of my said trip which is now cancelled and still nothing.
May 12, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund of $191.65 for the car rental reservation.Upon further research, we were unable to locate an Expedia account or reservation related to the complaint. We respectfully request that you provide us with the itinerary number of the booking and/or the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
My flight got canceled by an airline. Because the flight was purchased through Expedia, I had to deal with them instead of airline customer support, which was much more available and helpful. I have spent hours on the phone through multiple days and finally reached the customer support, which promised a prompt refund. Two weeks later, no sign of refund, neither there is a sign of it in Expedia's own tracking system.
Hi, please close my complaint #***.
I got a full refund from a business and am satisfied with thee resolution.
--
Sincerely Yours, ***.
I bought a vacation package and a travel protection plan from expedia.com (which indicates as number one benefit that a 100% of the trip costs will be refunded to the individual buying the plan) to visit San Francisco, California on 3-20-20. Because of the coronavirus impact in the city that I was planning to visit, I contacted expedia customer service and cancelled the trip on 3-11-20 at which time the representative assured me that I will receive 100% refund of the trip costs because I had bought a travel protection plan. I made several calls to expedia customer service and I was always told by different representatives that I had nothing to worry about because I had a travel protection plan and I was going to receive 100% refund of the trip costs. I even received a writing communication by e-mail from an expedia Tier-2 Customer Service Representative (Jocelyn) stating to use the e-mail as a confirmation that I will receive 100% refund of the trip costs. After all the phone conversations that I had with the customer service representatives and even an e-mail sent to be used as confirmation that 100% refund will be issued to my credit card because I had bought a travel protection plan that is advertised and sold by expedia when you are purchasing a vacation package, I only received partial refund from Expedia. The only refunded me the costs of the hotel and the cost of the transportation. I called Expedia Customer Service on 4-6-20 to inquiry about the refund for the flight costs and spoke to a supervisor (Mike) who told me that no refund will be issued because I will receive a credit from *** Airlines to travel before 10-29-20. The fact that I am forced to travel before 10-29-20 to be able to use the credit creates a lot of uncertainty for me and my family because nobody knows when the coronavirus pandemia will end and if I can't fly before 10-29-20, then I will lose my money because Expedia is not abiding by the benefits offered in travel protection plan.
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 a refund. We understand that Ms. is requesting a refund for the flight reservations since the hotel and shuttle have been refunded.Our records indicate on October 29, 2019, Ms. or an authorized user of the account self-booked three round trip flights on *** Airline departing on March 20, 2020 from Miami, FL, to San Francisco, CA and returning on March 24, 2020, a four night hotel stay at *** San Francisco and *** Shuttle Service along with the Package Protection Plan via ***.
We can confirm the following refunds were issued. On December 30, 2019 a refund of $102.00 was issued for the shuttle service. On March 11, 2020, a refund for the $737.43 was issued for the hotel. On March 23, 2020, Expedia emailed the customer and advised we have processed a refund for $1489.80 for the flight reservation.
After further review on May 12, 2020, Expedia reviewed the Expedia account and no refund has yet to be processed for $1489.80. Issued a refund for $1489.80, the refund will appear within the next 30 days to the original card charged.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have confirmed receipt of the refund. I appreciate all your assistance with this matter.
Sincerely
I had purchased tickets to *** when doing so apparently I chose the date I bought the tickets as the date we were planning on visiting which wasn’t the case. Once I noticed that issue I contacted Expedia immediately explained to them our flights didn’t leave for another week. I explained I didn’t want a refund or cancel I simply wanted to change the date and they absolutely refused. This was late February 2020 pisses me off the most it was a simple mistake I just needed to switch days around they said their hands were tied and I needed to call *** myself. So I did and of course *** didn’t have a prob adjusting our dates it was Expedia that refused. I just simply wanted to change dates but it’s to late now to go due to corona virus. I’m still paying the balance owed on my account through Klarna. I’m stuck with a 100$ ticket that we couldn’t use. Very disappointing very frustrating.!
May 10, 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 an activity reservation. Our records reflect a 1-Day, Admission Ticket (Non-Peak) for *** for one adult. We
understand Ms. is requesting a refund due to the Covid-19 travel
restrictions.Expedia
does not have the ability to make any changes to the reservation after purchase,
as stated in the terms and conditions with ***. Changes
must be requested with the vendor directly. On
February 21, 2020 Ms., or someone with account access called Expedia to
make a change the date of the ticket from February 21, to February 22. The
customer was advised we would need to email *** for an approval, but the
customer was unhappy to wait for a five day turnaround request. On February 22,
an email was sent to the customer advising *** has denied a request to
the date change. Ms. replied to the email stating she was already on
vacation and request through *** to change the dates she
requested by speaking to the highest in charge.Universal
*** has announced they have closed the park from March 14, 2020 through May
31, 2020 due to the global Covid-19 pandemic. The dates selected by Ms.
*** were not impacted by the closure.We
apologize for the experience Ms. received, however Expedia is unable
to provide a refund 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
I been waiting for my refund they since April 5 2020. And still havent recieved it. They have no problem taking my money in 5 mins but they cant put it back on even within 5 days. So yes I m making my complaint cause they still havent given my refund and times are hard. The reason y I m getting a refund is because they double booked a room on my debit card. They admitted it was there fault and said they were gonna put the money back on the card and still nothing
May 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a one night stay at *** in Great Falls, MT checking in April 5, 2020. We understand Mr. is requesting a refund due to a
double booking.On
April 5, 2020, a refund was initiated by Expedia for $72.20 and completed on
April 23, 2020. We apologize for the delay in refund as we are having an influx
of refunds processed which end in delay.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a flight and rental car via Expedia.com, totaling $1,414.37. I received an email from Expedia yesterday informing me that my flight was cancelled and that I would receive Airline Credit. I am aware of the U.S. Department of Transportation's ruling that all customers whose flights are cancelled by the airline would receive a refund. There is absolutely no way to contact Expedia and they are hanging up any phone calls from people who are not traveling within 72 hours. They are violating federal ruling by offering airline credit.
May 10, 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 round-trip flight from Philadelphia,
PA to Shannon, Ireland on August 26, 2020, returning September 3, 2020 for two
adults. And a car rental with *** for a Mini 4/5Door
Car.We understand Mr. is requesting a full
refund.On April
17, 2020 a refund was initiated by Expedia for the car rental in the amount of
$120.73, however on May 2, the refund failed due to a charge-back initiated by
the customer. The refund will be processed by Mr.’s financial institution. On April
5, 2020 *** Airlines suspended flight operations making the flights
eligible for refund. A refund has been processed by Expedia for $1293.64.
Refund timing may take 30 business days to reflect to the original form of
payment.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have been trying for weeks to cancel my reservation and get a refund. Instead of refunding my money as requested, my reservation was never canceled. Instead the airline canceled the flight and instead of a refund like I'd requested, they issued an airline credit, and they are refusing to issue a refund for my hotel despite the fact that I paid extra for the cancellation insurance. I tried contacting Expedia to resolve the issue, but they are refusing to speak with anyone who isn't traveling within 72 hours. I need the refund to pay my bills NOW, as the Coronavirus has impacted more than just my travel plans. All attempts to speak with a representative online have failed, and I can't get through by phone. I understand the unique circumstances of these times are causing their call volume to increase, but I still need my refund processed for the service I am no longer receiving.
May 11, 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 vacation package.Our records show on February 26, 2020, Ms. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** and *** Airlines, traveling from Cleveland, OH USA to Rome, Italy departing on May 9, 2020 and returning on May 24, 2020. The package included a hotel, and travel protection with a stay at *** Rome Italy for a check in on May 10, 2020, and a check out on May 12, 2020, for a total of $1,347.17. We understand Ms. is seeking a refund for the reservation, based on the travel plan and the airline cancellation. Between April 27, 2020 and May 8, 2020, Ms. contacted Expedia to request a refund for the flight/hotel reservation. We then advocated on Ms.’s behalf by contacting the *** to request a refund based on the non-refundable restriction. The *** had a flexibility policy in place in relation to the Coronavirus pandemic. Therefore, we were able to obtain the exception needed to process the cancellation/refund of $438.11, for the hotel stay. In regards to the ***/*** Airlines flight we were able to determine the airline initiated the cancellation, making the flight eligible for a refund of $438.11. The time it takes for each refund to post back to Ms.’s original form of payment may take up to 30 days due to our processing delays.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 made reservation via expedia.com to fly to Egypt on April 2nd and get a car rental on April 3rd from Cairo airport.
Itinerary # *** (airfare)
Confirmation # *** (car rental)
*** / the operator has cancelled my flight before my fly date. *** notified me of the cancellation on March 25th via email, yet Expedia denied me a full refund of my airlines, they offered me credit to use within 12 month. I paid you in real money refund me real money. I am not willing to bail out travel agents or airlines, they are getting bailed out by the federal government.
Also Expedia denied me refund for the car rental at Cairo airport in Egypt.
Please see announcement from *** website. the entire country "Egypt" has been under a lock down since March 19 thru April 23rd.
https://www.***.com/
May 11, 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 itinerary. Our records reflect a round-trip
fare with *** departing New York, NY to Cairo,
Egypt on April 2, 2020, returning April 25, 2020 for one adult. And a Economy 4/5Door car
rental with ***, picking up April 3 for 22 days. We understand Mr. is
requesting a full refund of the flight and car reservation.On March 25, *** cancelled flight
operations departing New York to Cairo due to the Covid-19 pandemic. The airlines
has extended future travel credit in the form of an Evoucher less non-refundable
taxes. The voucher can be used as air
tickets for the passenger or any of his first degree relatives. OR, customers
can refund their tickets in cash or in the payment method used by the customer,
after the resumption of *** flights any time within 3 years. The fare
rules however allow for refund of the tickets with a penalty of $200.00, that
will be processed to the original form of payment used. We contacted Mr. to ask which option would
be most suitable, and was advised he has received the refund via his financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention, and apologize for
any inconveniences the customer has undergone during the Covid-19 pandemic. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have been able to alter all my travel plans either via phone or email for *** no problem. Unfortunately I have NOT been unable to modify/cancel my flights via Expedia.com. I called 3 times; 72 hours prior, 48 hours prior & 24 hours prior to my departure. Total wait time over 6 hours with no response. I tried using the CANCEL button from their website via the Covid-19 links with no success - it keeps returning an error. I have not received any communications email from Expedia, explaining or telling us what they are planning to do with our itineraries. The website currently is showing TRIP IN PROGRESS when travel is banned. Their online CHAT is an AI loop that gets you nowhere. I tried Canceling going thru ***, but *** response was, "tickets purchased thru 3rd party must be canceled via 3rd party". I am not too happy. I have lost 2 other tickets in the past 10 years because of bad customer service, bad communication, most likely lied to, zero followups and fear they will steal these ticket as well.
I have been trying to cancel my hotel for over two weeks now. I have free cancellation until tomorrow and cannot cancel my reservation on their website or over the phone. The website makes it look like it will cancel for you but just says to contact a customer service rep. When you call it says they cannot cancel until 72 hours prior to travel (after my free cancellation date). I says you can easily cancel or change on line when it is not possible. The phone options says it will send you a text to cancel which takes you to an online chat. After providing my email address and last four of my cc card it says all customer service reps are busy and it cannot cancel. Nothing is more frustrating than this loop of nothingness. I have never been more disappointed in a site as now. I have feeling that I will not be able to get my money back due to this system.
Had to cancel a trip to a medical conference Travel dates Mar 15, 2020 - Mar 18, 2020 Itinerary # *** Confirmation *** (***) Ticket # *** (***)
Reason for cancellation I was sick and later conformed to be positive for Covid-19 (proof of testing available)
I spoke to several unprofessional customer service agents from Expedia for put me on hold for hours each and repeatedly disconnected the call.
Spoke to a customer service manager who refused to give his employee badge ID and that he could not help me with the refund
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records reflect a round-trip
fare with *** Airlines departing New York, NY to Las
Vegas, NV on March 15, 2020, returning March 17, 2020. We understand Mr. is requesting a full refund for
the flights.On March 5, Mr. or someone with account access,
cancelled the flights online via Expedia website. *** airlines is extending
future travel credit to Mr. to be used as there was no significant impact
to the flights. The airlines has advised the following to re-book new travel:-New tickets issued for travel between 01
March 2020?and?30 Sep 2020 must be issued on/before 30 Sep 2020. Same or new Outbound
& Departure, fare difference within same cabin waived as well as change
fees. -New tickets issued for travel between 01Oct
2020 and 30 Sep 2022 must be issued on/before 30 Sep 2022. Same or new Outbound
& Departure, fare difference applies, while change fees are waived.The U.S. Department of Transportation restated its
policy requiring airlines to provide travelers with a cash refund if their
flight has been canceled or significantly delayed by the airline and the
airline hasn’t covered them with an alternate flight. At Expedia Group, we
follow the policies of our partners, so any credit, refund or change is
determined by the travel provider. We understand that the customer is
dissatisfied with receiving 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 during COVID-19. We recognize that 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
We booked a hotel room in Chicago months back for a weekend in June of 2020. The Covid19 concerns hit and Chicago being a high risk area and my husband being a Type 1 Diabetic we were directed by our physician to cancel all travel. I reached out to the Hotel and they told me because of the Covid19 crisis they would refund us 100% of all costs but I had to cancel through Expedia. I tried calling and emailing Expedia and I am not able to get through because my trip is not within the next 3 days. I reached out back to the hotel and was told they would refund me but request had to come from Expedia. I tried contacting Expedia again but was told it was non refundable and they were unable to help me at this time. I have multiple emails from Hotel including this one:
Dear Mrs.
Your reservation was cancelled by Expedia on 4th April and I can confirm that due to the current Covid19 situation and *** is waiving all charges.
The normal payment process would be that we invoice Expedia after your stay and so just to clarify Expedia need to refund you in full as it is them who have charged you. I’m sure they have already refunded you but please be mindful it may take 10-14 working days for you to receive your money back into your account from Expedia.
I hope that we will be able to welcome you back to *** when it is safe to travel and please note that we can arrange a baby crib. Stay healthy and well and please do not worry, if you do not receive your money from Expedia after 2 weeks just let me know,
Best Wishes
*** Guest Services Manager, *** Hotels
Still unable to get anyone at Expedia to take my call or reply to my refund request. Due to economy and hard times we need this money now more than ever.
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from ***
*** (Revdex.com case number ***)
regarding a hotel reservation. Our records reflect a two night
stay at *** Hotel, Central Loop in Chicago,
IL checking in on June5, 2020 for two adults. We understand Ms. is
requesting a refund due to the Vovid-19 travel restrictions.The reservation booked is non-refundable and changes not
permitted without a penalty equal to the amount of the reservation. However,
the hotel has agreed to waive any penalties given the current pandemic. A refund has been processed by Expedia for $419.48, and a
reversal of 201 Expedia points has been returned to Ms.’s account. Refund timing may
take up to 30 business days to reflect the original form of payment. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
January 8th I purchased a bundled trip from Expedia.com with full travel protection (Itinerary # *** and Policy #***). On April 1st, I initiated a cancel of the trip. We were traveling for a wedding that had been cancel do to COVID-19. They almost immediately canceled the hotel but not the flights. I received and email today, April 10th, that I will only be receiving a flight credit instead of a refund. I have friends that booked the same bundle, for they same wedding, the same day as my purchase, but with no travel protection and got the same thing so what did I pay for? I have tried to contact Expedia over the phone but they are declining all calls for trips that aren't set to start within the next 3-7 days. I have canceled my trip over a month in advance!
The 13th of each month is the expected pay date for *** for my Expedia purchase. Expedia did not refund for the hotel portion of my cancellation until April 19th. I am still looking for a refund from Expedia for flight and travel protection (neither we ever used) and a price break down/ involve of my purchase. Affirm is threatening my credit the longer this is not resolved for the remaining funds.
May 11, 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 Miss *** (Revdex.com case number *** ) regarding a flight reservation.Our records indicate on January 8, 2020, Ms. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** and *** Airlines, traveling from New York, NY USA to Kingston Jamaica departing on May 21, 2020 and returning on May 26, 2020. The package included a hotel, a travel plan with a stay at ***, for a check in on May 21, 2020, and a check out on May 26, 2020, for a total of $2,682.36. We understand Ms. is seeking a refund for the airfare portion of her reservation, based on the airlines cancellations. Between April 1, 2020 and April 10, 2020, Expedia received Ms.’s two written requests to cancel her flight/hotel reservation. We honored the voluntary cancellation requests by canceling both the hotel and flight separately. In order to provide Ms. a record of each cancellation we sent her the refund confirmation of $1,597.48, for the hotel and two airfare credit notifications. It appears that Ms. attached the credit notifications to the Revdex.com complaint. We reviewed *** Airlines Coronavirus flexibility policy on their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines is offering to waive penalty fees charged to rebook her trip through September 30, 2020. This reservation does not qualify for a refund due to Ms.’s voluntary cancellation completed prior to an involuntary change. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the departure flight. Furthermore, Ms. may visit *** Airlines website to review the flexibility policy for her records at the following address:https://***In regards to the *** Airlines Coronavirus flexibility policy also available on their website states that Ms., was issued a Future Travel Credit. However, *** Airlines is not permitting a refund but rather a penalty fee waiver before, January 8, 2021. This is based upon *** Airlines non-refundable rules. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the return flight.Furthermore, Ms. may visit *** Airlines website to review the flexibility policy for her records at the following address:https://www.***To use the *** and *** Airlines Future Travel Credits of, $396 and $474.88 Ms. may either use our website services or she can contact the following number, (877) ***, for assistance. 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 cancel a flight. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the package:*** Airlines cancellation policy: Tickets are non-refundable, charge $200 per passenger plus (airfare) difference for voluntary changes. *** Airlines cancellation policy: Tickets are non-refundable, charge $200 per passenger plus (airfare) difference for voluntary changes.Notice: 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.*** cancellation policy : made after 1:00 PM local hotel time, Sunday, May 17, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.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.On May 11, 2020, as a courtesy we cancelled/refunded $214, for the travel plan back to the customers original form of payment. The time it takes for Ms. to receive the refund may take up to 30 days due to our current delays in processing. While we understand the extraordinary circumstances caused by (COVID-19) 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 partners. Due to the information provided above, we are unable to override the airlines non-refundable policies. 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
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 attempted to cancel my travel bundle with Expedia due to COVID-19 and a pre-existing health condition that put me in the high-risk category for exposure to the virus. I tried to call several Expedia customer service numbers over multiple days and either the message indicated they were experiencing technical difficulties and did not provide the option to speak to an agent. Further, I tried several times to cancel my trip on the website and it was also experiencing technical difficulties. I contacted *** and *** hotel directly and they could not cancel my reservation because I booked through Expedia. My departure date arrived and was still unable to cancel. Now, Expedia is unwilling to provide a refund even in accordance with the policy stated in my itinerary. They are claiming that the hotel is unwilling to offer a refund. I called the hotel group today and they indicated that Expedia is likely lying because they have been offering full refunds for most people impacted by COVID-19. The hotel indicated that they refund Expedia and it is up to Expedia to refund the consumer. The hotel suggested that Expedia is likely keeping the refund and lying to me about the hotel's stance on the refund. All I am asking for is the refund policy to be upheld. It indicates, at minimum, I should receive a refund for the hotel for all charges by the first 2 nights, if I have to be considered a "no-show" due to Expedia's technical difficulties which prevented me to cancel my trip as needed. Expedia has violated their stated policy and is committing consumer fraud.
May 11, 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 round-trip
fare with *** Airlines departing Pittsburgh, PA to Montego
Bay, Jamaica on March 13, 2020, returning March 18, 2020 for two adults. A five night stay at ***
*** All Inclusive with round-trip shuttle service from airport to hotel
with *** We understand Ms. is
requesting a refund of the trip costs.On April 19, changes were made to the *** flights directly
with the airlines to depart November 7, 2020. Both travelers will be departing from
different airports. *** has taken full control of these tickets and any future
changes and or refund requests must be made directly with the airlines.On April 9, a refund was initiated by Expedia for the
shared shuttle service in the amount of $72.48. On April 12, the refund failed
due to a charge-back initiated previously. Ms. will now receive a refund
through the charge-back process from her financial institution as we can no
longer process further refunds for this amount.On April 25, Ms. or someone with account access
called Expedia and was advised a refund has been initiated by Expedia for the
hotel stay at ***, minus a two night penalty for $1210.95.
On May 10, the refund failed due a charge-back. The customer will now receive a
refund directly from her financial institution for this amount. 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: Expedia lied to my financial institution going as far as indicating they had no record of my cancellation attempts and that I was not due a refund for my cancelled hotel reservation. They have made this experience a nightmare and over two months later, I have still received no credit for my cancelled reservation.
At no time did I request a refund for the flight as *** Airlines honored their commitments to their customers and provided a credit for future travel.
Sincerely
June 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from *** (Revdex.com case
number ***). We regret to hear Ms. did not accept our response
and/or resolution offered.We have reviewed the documentation/new information Ms. provided to
further address her concerns.The request has been escalated through our transaction processing team. They
have advised to re-process the refunds for the hotel as well as the shuttle
service.Expedia has processed the amount of $476.13 on May 27, and
$1210.95 on May 30. The total amount refunded to the customer is $1687.08. We thank you for allowing us to address this matter further. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael *** Corporate Correspondence Team
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. The refunds that Expedia described posted to my account and I am happy that this issue has finally been resolved.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
My flight on April 3, 2020 to *** islands was canceled by *** airlines due to their airport being closed amid COVID-19 indefinitely. Two families, who were supposed to travel with us, booked this flight directly through the CA airlines website and got the refund right away based on the fact that the airport was being closed and they couldn't provide the rescheduled flight. I called the CA airlines and was told that they were ready to issue the refund for 4 tickets in my booking but as I booked through Expedia I had to ask them to request this refund. That is where the nightmare dealing this Expedia customer service has begun.
After hours of waiting in the line to be able to speak with an alive representative, I asked to request the refund on my behalf. I spent another couple hours on the line waiting until the Expedia agent would contact the *** airlines. The result was - yes, the airlines confirmed the refund. BUT the Expedia agent asked me to stay on the line to "get the details on refund" and got muted. I waited another 30-40 minutes on the line to hear back from the agent until my phone battery died.
Do you think I received any returned call or email from Expedia regarding the refund? No! Moreover, my itinerary was tweaked in their system to change the flight date from April 3 to December 27, 2020 so that I am unable now to contact Expedia due to the travel date being more than 72 hours away. Now it is a fraudulent activity!
Today I received an email from expedia that they they are offering a credit referring to airlines' policy. But the airlines confirmed to me that my booking is eligible for the refund because they closed the airport and cannot provide services. It looks like Expedia just doesn't want to cooperate and help me, their former loyal customer. What kind of the travel agency are they?!
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records indicate/reflect a
round-trip fare with *** departing New York, NY to George
Town, *** Islands on April 3, 2020, returning April 8, 2020 for three adults
and one child. We
understand Ms. is requesting a refund for flights due to the Covid-19
travel restrictions.On April 28, Ms. or someone with
account access called Expedia and was advised by a representative that the
airlines had approved a refund and provided a waiver to process on our end. The
representative initiated the refund, and on April 29, the refund was processed
and will be completed by ***. Refund timing may be delayed and
depends on the airline and customers financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I paid for the airline ticket with expedia.com. My trip was cancelled. No refund. Cannot get in touch with expedia.com. My money was stolen by expedia.
May 11, 2020Revdex.com Alaska, Oregon
& Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) regarding a flight reservation. Our records reflect a round-trip
fare with *** Airlines departing New York, NY to Sofia,
Bulgaria on April 16, 2020, returning April 25, 2020 for one adult. We understand Mr. is requesting a refund.On March 16, 2020, *** airlines cancelled flight
operations from New York to Istanbul making the flights valid for refund.
Expedia has initiated the refund process for $659.85, and will be completed by
*** airlines. Refund timing depends on the airline and customers financial
institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I paid Expedia in total of $1510.58 for a trip, due to COVID19 it was cancelled. I purchased trip insurance waiver that cost $104.
Trip was from 4/10 to 4/14, Boston to Minneapolis, Flight via ***, Hotel via intercontinental and car via ***.
I received a voucher for $587.20 from ***, Expedia only is refunding me 819.38 and refusing to return the rest of $104.
I did not cancel my trip any reason other than COVID19, I should get everything refunded back to me since this waiver was never used, trip was cancelled due to a global pandemic. Expedia is stealing this money
May 25, 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 his booking. We understand the customer is
requesting a full refund of his Vacation Waiver due to COVID-19. On May 25, 2020, we issued a full refund of the Vacation Waiver in the
amount of $104.00 due to COVID-19. It may take up to 30 days for the refund to
process, depending on Mr.’s financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have tried over and over to get in contact with Expedia as it relates to the partial refund that they are trying to give me that is not correct. I booked a trip on February 13th to travel March 27th-March 30th. With the travel ban, I had to cancel the trip. I received a text message that I would get the full amount of the refund for the Itinerary# ***. I did receive a refund for the flights from *** Airlines,but my Expedia owes me a total of 686.84. I have spent hours on hold and been hung up on for multiple times.
May 25, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) regarding her hotel reservation. Our
records indicate that the customer booked a refundable hotel booking with ***
*** - All Inclusive, ***, Mexico, for
March 27-30, 2020. The hotel offered free cancellation for a full refund if done
before March 20, 2020. Per the property’s policy, cancellations or changes made
after March 20, 2020 were subject to a hotel fee equal to 2 night(s) plus taxes
and fees. Upon
review, Ms. self-cancelled the booking on March 25, 2020, due to COVID-19.
Per the hotel’s policy, the customer was charged the two night penalty in the
amount of $457.90. on May 1, 2020, the customer contacted Expedia for
assistance with obtaining a refund of the penalty. We made multiple attempts to
contact the property for a waiver, but weren’t able to reach anyone. On
May 25, 2020, as a courtesy, Expedia issued a refund of the two night penalty
in the amount of $457.90 back to the customer’s original form of payment. The
refund should be seen in the customer’s account within 30 days. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
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,
***
***ATTACHMENTS REDACTED BY Revdex.com
June 22, 2020Revdex.comAlaska, Oregon
& Western WashingtonComplaint
DepartmentRe: Expedia Case #:
***Dear Revdex.com,Thank you for forwarding
the consumer rebuttal from Ms. *** (Revdex.com case number
***). We regret to hear Ms.
*** did not accept our response and/or resolution offered.On June 22, 2020,
Expedia reached out to the customer directly and discussed steps Ms.
needs to take in order for us to resolve the issue. The customer will obtain official
documentation from her financial institution advising there are no active
dispute claims with Expedia and confirming no refunds were issued on closed claims. We thank you for
allowing us to address this matter further. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have attached a copy of proof that I have accepted the business response for the refund of hotel.
Sincerely
I've been trying to cancel my trip due to not being allowed to travel to Italy due to the COVID-19 Pandemic. Unless you're trveling within the next 72 hours, you are not allowed to speak to a customer rep. I submitted cancellation requests 6 times via online and have not received an answer. I purchased their Vacation Waiver which entitles to a full refund. If the airline does not refund the ticket then I'm entitled to an airline credit to be used in the future. I contacted the airline and they me told that I am entitled to a full refund due to travel restrictions to Italy, but they also said it would need to be cancelled by Expedia due to the fees that they charge will not be refunded by them. They are preventing from cancelling this along with holding on to my money and I want this trip cancelled and my money refunded now instead of having to wait 72 hours prior to travel which is May 9,2020. Here is my Itinerary Number issued through Expedia: Itinerary # ***. Thank you for your assistance and hopefully this gets resolved quickly.
May 10, 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 itinerary. Our records reflect a round-trip fare with *** Airlines
departing Detroit, MI to Naples, Italy on May 9, 2020, returning May 16,
2020. And a six night stay at *** for two adults with the
Expedia Vacation
Waiver. We understand Mr. is requesting a
full refund issued.On April 27, a refund had been processed for the flights in the
amount of $1682.68. On May 5, the *** had been refunded
for $2,286.74.
Refunds may take up to 30 business days to reflect to the original form of
payment used. Mr. can expect a total refund of $3969.42. Unfortunately,
Expedia is unable to process a refund for the Vacation Waiver.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I want airfare refunded like the hotel. Don't understand why one was refunded and the other is still processing. Please process the refund for the airfare and I will close this out as satisfied.