I made a reservation for a package trip for four persons to Kahului (Itinerary #***) from Apr 8-14. The package included two flights, Hotel accomodation and a car rental. Due to COVID-19, the package was cancelled by Expedia. The company agreed to reimburse Hotel accomodation and car rental, but refuse to full refund flight tickets.
Expedia.com Response
• May 09, 2020
May 9, 2020Revdex.com E.com - ***, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her
package reservation. Our records indicate that on February 27, 2020, Ms.
***, or an authorized user of her account, self-booked a package reservation using on Expedia.com,
under itinerary ***. Travel was with *** Airlines and ***
Airlines, departing on April 8, 2020, returning on April 14, 2020, from San
Jose, CA to Kahului, HI. The hotel reservation was for the ***, with a check-in date of April 11, 2020and a
check-out date of April 14, 2020. The car rental reservation was for ***r, with a
pick-up date of April 8, 2020, and drop-off date of April 14, 2020. We understand Ms.
*** is requesting a refund of her unused flight reservation. Upon receipt of
the complaint, we can confirm that Ms. was issued a refund of
her flight reservation. As *** and *** Airlines were the merchants of
record (the company that charged the credit card) on this itinerary, they are
the ones to determine the refund timeline. If Ms. have questions
regarding this matter, we recommend her to contact them directly. Again. we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Customer Response
• May 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.
On 3/25/20, I received an email confirmation from expedia that they owed me a refund of 362.38. To date, I have not received my refund and cannot get in touch with expedia via phone or chat
Expedia.com Response
• May 09, 2020
May 9, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to
the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding her package reservation. Our records indicate that on February 21, 2020, Ms.
***, or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary
***. Travel was with *** Airlines and *** departing on March
28, 2020, returning on March 31, 2020, from Newark, NJ to Las Vegas, NV. The
hotel reservation was for the Tropicana Las Vegas - a ***
Hotel, with a check-in date of March 28, 2020, and a check-out date of March
31, 2020. We understand Ms. is requesting a refund of her unused hotel
reservation.Upon receipt of the complaint, we can confirm that Ms.
***’s issue has been resolved. A refund in the amount of $362.38 was
processed on March 25, 2020 for the cancelled hotel reservation. With Coronavirus (COVID-19) continuing to impact
travel around the world, our teams are handling an unprecedented number of
requests, which means refunds are taking longer than normal. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate
Correspondence Team
Customer Response
• May 09, 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.
This is in regard to itinerary #*** with Expedia. When I booked this reservation, I did not have to pay now for the reservation hold. I have booked with Expedia in the past, without any issue. Days later I noticed the amount of hotel stay had already been posted to my credit card. I was concerned because this never had happened before, but did not notify them. A day after the room was "paid" for on my credit card, Stay at Home orders started to take place. Early March, I contacted Expedia, where they had a message stating do now cancel reservations until that state placed a Stay at Home Order on it's citizens. March 20th, I was informed that the conference I was supposed to attend had cancelled, so I went on Expedia to cancel my reservation. I received an email from Expedia stating my refund is on it's why and may take up to 30 days because of COVID-19. I tried to reach out to a live person to ask why the money was taken out of my credit card when I picked the selection of Pay Later. I never received a response, and hung up on numerous times as I work my way around all the red tape they have in place to talk to a live person. I have emailed them many times without any kind of response. I went to their social media to see if that would work, and nothing. To this day, I have yet to be refunded money. Other people on their social media seem to have had money refunded the next day or two. I want my money or at least some sort of communication from Expedia to answer why the money was taken out to begin with and why is the refund process so slow.
Customer Response
• Apr 17, 2020
I was refunded my money but have never had a response back from company. Thank you
I booked a flight through Expedia on the *** airline. *** airline representatives as of 7 April have said they will refund the flight since they cancelled the flight due to COVID-19 if Expedia requests a refund. Between a fellow traveler and myself, we have spent more than 20 hours on the phone with Expedia and have spoken to 6 'supervisors.' None have helped and in every case they have verified they have our call back number, dropped the call more than two hours in, and never made contact with us again to address our issue.
Customer Response
• Apr 23, 2020
To whom it may concern,
Thank you for your assistance and filing a written complaint to Expedia (Case #***) regarding a failure to refund a flight ticket. Happily, I am satisfied with the resolution of the case and have received a refund through the airline. Thanks!
About on Feb. 17, 2020, I made a reservation with *** at ***. The original reservation was for Oct. 29-30, 2020, Itinerary ***, in the amount of $104.76.. Because of Expedia's confusing website and having numerous pop-ups and other distractions, I realized I had only reserved for 1 night instead of 2. I attempted to change the reservation but was unable to do this so I cancelled it and booked another reservation for 2 nights. To date Expedia has not refunded my money. I checked with *** and they said I was booked for 2 rooms. Expedia never cancelled the first reservation but booked the second. The lady at *** said she was not able to cancel the reservation or refund my money. I would have to go through Expedia. I haven't been able to contact Expedia due to the Virus situation. Can you help?
Customer Response
• Apr 16, 2020
Just wanted to thank you for helping to get my refund. I checked my credit card statement and the $104.76 from *** through Expedia was refunded on 04/09/2020. Thanks again!
cancelled my flight to Prague 4/5/2020 with return on 4/11/2020. Expedia refuses to issue me a refund, and *** states that Expedia must issue the refund due to it being a bulk ticket. I referenced the DOT's 4/3/2020 guidelines reminding airlines of their responsibility to refund flights they cancel.
Expedia.com Response
• May 09, 2020
May 9, 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 Philadelphia,
PA to Prague, Czech Republic on April 5, 2020, returning April 11, 2020 for two
adults. We understand Mr. is
requesting a refund for the flights.Upon
receipt of the complaint, we verified that on May 4, a refund had been processed
by Expedia due to a schedule change by *** Airlines. Refunds 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
Customer Response
• May 09, 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 booked a 2-way 3 tickets for my family to come visit me few months ago through Expedia. They arrived to the states on 02/29/2020 without issues. The scheduled return flight was on 03/23/2020. On 03/12 Jordan (the destination for the return flight) announced a complete border closure to all comers (including Jordanians) after 03/17/2020.in response to the COVID-19 situation. I attempted to contact Expedia MULTIPLE times using phone, chat and email without response. I also attempted to call the *** airlines to try to reschedule/cancel the return flight for refund also without success. I eventually booked a one-way 3 tickets costing my about 5000$ to get my family safely back home. I'm pretty sure that the flight was canceled as the Jordanian borders were closed (to date) for all incoming flights but still didn't receive any information for that regard despite trying again and again to contact them. I also want to mention that I'm a practicing physician in the front-line and don't have time to keep trying to call or wait for hours on the phone for a response.
Expedia.com Response
• May 24, 2020
May 24, 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 Dr. *** (Revdex.com case number ***)
regarding their flight reservation due to an airline-initiated schedule change. On May 24, 2020, we sent a request for a refund of the
cancelled returning flight to the appropriate department. Once a refund is
processed, we will notify the customer via email. In regards to the customer’s request for additional
compensation, Dr. *** must contact *** Airlines directly. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Dr. *** accepted Expedia’s Terms
of Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
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. But I also want to make sure they follow up with the request submitted and respond back to me in a timely manner.
I booked a vacation package from Portland OR TO CANCUN Mexico at the beginning of March. On March 29th, I received an email from Expedia that my flight is canceled and I will receive a flight credit. Since many airline companies can return your money in case if they canceled flight, I called *** Airlines and asked for a refund. They checked and told me that my original flight is not canceled, Expedia canceled it for some reason and they cannot make a refund, but I have to call Expedia. I called them and they said they cannot help me, but go to the *** website and open a claim for refund. *** is not gonna help me in any way because they didn’t cancel a flight. I am stuck and need my money back since I took a loan to pay for this vacation. The loan was provided through the Expedia website, named ***. *** representative also told me only Expedia can return the money because they took them through a third party agency. Expedia is not willing to help me resolve the problem, so I have to contact you in the hope to get my money back in such a rough time. I was able to cancel my hotel part by myself just because it’s allowed by hotel policy, but the flight part which is over $2000 is not returned. Thank you!
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 flight reservation. Our records reflect a round-trip fare with *** departing Portland, OR
to Cancun, Quintana Roo, Mexico on April 19, 2020, returning April 30, 2020. We understand Ms. is requesting a refund for the
cancelled flights.*** had
made multiple schedule changes to the flights making it valid for refund as
time changes were 90 minutes or more. On March 29, Expedia cancelled the unconfirmed
flights per customer request via online through click to cancel emails/SMS/app push notification. A refund
request has been submitted by Expedia, and will be processed by *** airlines.
Please note 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 13, 2020
Complaint: ***
I am rejecting this response because I need proof or confirmation that Expedia sends a request for a refund to ***. I still own money to ***, and it’s very overdue. When I had problems with Expedia returning cash in the past, they told me we are processing a return, and nothing happens. I want to be sure that *** will get my money back.
Sincerely
Expedia.com Response
• May 20, 2020
May 20, 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.On May 13, 2020, The refund was processed in the amount of $560.02
per passenger. *** airlines will be completing the refund process on their
end. Unfortunately we do not have a receipt to show the refund process as
Expedia was not the merchant of record for the charges. Please note
refund timing depends on the airline and customers financial institution.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,Michae***Corporate Correspondence Team
Customer Response
• May 20, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Booked hotel 2/13/2020 due to COVID-19, we want to conceal or reschedule for May 16-17, 2020 hotel room. Contract states we can not make any changes or if we do cancel we will be charged full price. I was given 3 phone numbers to contact. 1. Only wanted to sell me unwanted products. 2. A number they hung up on me then my husband I received many spam calls. 3. Asked for a call back from number 877-
Expedia.com Response
• May 08, 2020
May 8, 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 cancelled hotel reservation.
Our records indicate on February 13, 2020, an Expedia representative booked Ms. *** or an authorized user of the Expedia account a one night hotel at ***, Minneapolis West, MN via ***
We can confirm on April 20, 2020, the property cancelled the hotel reservation.
After further review on May 8, 2020, Expedia was able to confirm the reservation was cancelled on April 20, 2020; Expedia issued a refund for $117.91 on May 7, 2020. The refund will appear on the original card charged within the next 30 days.
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 08, 2020
I am still Waiting for my reimbursement but believe it is on its way I appreciate your assistance in this matter
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 was unable to treacle out of state due to COVID-19... I contacted expedia via email and the response was “we will get back to you shortly, our call volume is high” just about a month ago in a unrepliable email, still no word from them. I have tried to call numerous times and the lines are constantly busy, you can not get through. attempts to chat online have been unsuccessful as well.
Expedia.com Response
• May 08, 2020
May 8, 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 the ***
***, checking in on March 17, 2020. We understand Mr. is requesting a refund.The reservation
booked is non-refundable and changes cannot be made without penalty of the full
amount paid, however Expedia has advocated a refund to the hotel on behalf of Mr.. The
hotel has agreed to waive all penalties associated to the booking due to the
Covid-19 pandemic.A refund
has been processed by Expedia for $246.32. Refunds 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
The airline has cancelled my flight I've purchased through Expedia, however, Expedia is giving me a credit. I contacted the airline directly and they stated that I'm entitled to a refund from Expedia since they cancelled my flight. I've emailed and called Expedia numerous times, but have not received a response.
Expedia.com Response
• May 09, 2020
May 9, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservation. Our records indicate that on January 22, 2020, Ms.,
or an authorized user of her account, self-booked a flight reservation on Expedia.com, under itinerary
***. Travel was with *** Airlines, departing on April 7, 2020,
returning on April 16, 2020, from Miami, FL, United States to Vitoria, Brazil.
We understand Ms. is requesting a refund of her cancelled flight
reservation, instead of a credit.Upon receipt of the complaint, we verified that a future travel credit was issued by *** Airlines, equal to the value of Ms.’s flight booking
to use for future travel.Expedia has worked incredibly hard to push our partners
to provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limited to any
changes. We recognize that an airline credit may not be what Ms.
*** is looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through. We are still bound by the terms and conditions of airlines and this is
the only option that they are providing at this time.While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is unable to honor
her refund request, because the funds are not held by Expedia.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika ***Corporate
Correspondence Team
Customer Response
• May 11, 2020
Complaint: ***
I am rejecting this response because: Expedia says that they don't have the funds that I paid. I purchased the airline ticket on Expedia's website and my credit card statement says payment to Expedia. How would they not have the funds then?
Expedia did not make a comment as to my flight being cancelled. When a flight is cancelled by the airline and not the passenger, the passenger is entitled to a refund. When I called *** Airline directly, they told me that my flight was in fact cancelled and I was entitled to a full refund, which needs to be done through Expedia as I purchased the tickets with Expedia. Expedia wrote an email to me stating: "You are receiving this email as your airline has cancelled your flight because of the current situation related to COVID-19." They cancelled my flight from April 7 to April 8 and the other flight from April 8 to April 9.
Sincerely
Expedia.com Response
• May 15, 2020
May 15, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms.
*** (Revdex.com case number ***). We regret that we were unable
to offer Ms. with a more satisfactory response to her refund request.After further review of Ms.
***’s complaint, we can confirm that on May 12, 2020, Expedia submitted a
refund request form via the airlines’ website, as advised by *** Airlines.
Please note that Ms.’s refund request is subject to the airline’s review
and approval. Again, we thank you for allowing us to address this
matter further. As no new information has been
provided about the issue, we respectfully request the Revdex.com close this case.Sincerely,Erika *** Corporate Correspondence Team
Understand Expedia is busy, so are we. Can't contact them in any way. Won't take calls or even respond to emails or online cancellations.We have thousands of dollars at risk. Sorry Expedia but no contact is not acceptable. Staff up and get it done!
Expedia.com Response
• May 09, 2020
May 9, 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 for itinerary *** Our records reflect a round-trip fare with *** Airlines departing Roanoke,
VA to ***, Spain on May 27, 2020, returning June 11, 2020. A two
night stay at ***
*** for two adults and round-trip shuttle service from the airport to
hotel with ***. A 1-Day, *** in Multilingual bus tour
with *** - Passes & Museums. And the Expedia Vacation Waiver. We understand Mr. is requesting Expedia to contact him to
cancel an process refunds for the package.On February
22, the shuttle service was cancelled and a refund processed for $79.80. On
March 23, the hotel room was cancelled and refund processed for $707.23, and
March 28 the bus tour has been cancelled and a refund processed for $56.58.The
flights with *** Airlines was cancelled on April 19. The fare rules allows
for a refund for cancellations before departure with a penalty of $300.00 per
passenger. The Expedia Vacation Waiver can be used to waive the penalty for
cancellation.Expedia contacted
Mr. to advise of said information and process a refund on the flights for
a total of $2160.12. Refunds may take up to 30 business days to reflect to the
original form of payment. While the Vacation Waiver was used to process a
refund for the penalty of $300.00 per passenger, this cannot be refunded. 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 through Expedia on the *** airline. *** airline representatives as of 7 April have said they will refund the flight since they cancelled the flight due to COVID-19 if Expedia requests a refund. Between a fellow traveler and myself, we have spent more than 20 hours on the phone with Expedia and have spoken to 6 'supervisors.' None have helped and in every case they have verified they have our call back number, dropped the call more than two hours in, and never made contact with us again to address our issue.
Expedia.com Response
• May 09, 2020
May 9, 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 Washington,
DC to Dublin, Ireland on March 13, 2020, an returning March 20, 2020. We understand Ms. is requesting a refund.On March 13,
2020, the flights were cancelled for future travel credit with *** airlines.
Expedia contacted *** to follow up on a refund request and was advised the flights
have been refunded directly by them on April 15, 2020.No further
action taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had a round trip flight and 2 hotel reservations for Auburn graduation- my son was graduating. The ceremony has been cancelled due to COVID. Expedia will not refund my money. It is my understanding that all refunds should be given because of COVID related circumstances.
Expedia.com Response
• May 09, 2020
May 9, 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 three itineraries. Our records reflect a two night stay at ***
*** Airport - College Park checking in May, 1, 2020 on itinerary ***,
and a one night stay at *** Airport - College Park checking in
on May 2, 2020 on itinerary ***. A round-trip fare with United
Airlines departing Lake Charles, LA to ***, GA on May 2, 2020, and
returning May 3, 2020. We
understand Ms. is requesting a refund for due to the Covid-19 travel
restrictions.On April 28, 2020 itineraries *** and *** were cancelled/refunded
for a total of $412.34, and 5142 Expedia reward points has been returned to Ms.
***’s Expedia account. On
April 8, *** Airlines cancelled operations on the original outbound and
inbound flights. Unfortunately a refund is not possible, however the airlines
has extended future travel credit to Ms.. The customer can re-book and
complete new travel by March 1, 2022. Change fees are waived by United, while
fare difference may apply.When Ms.
*** is ready to re-book, she must call Expedia to make these changes. 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 calling Expedia to contact someone about my up coming bundled package. I want a complete refund due to coronavirus all flights and hotels are closed.
Expedia.com Response
• May 09, 2020
May 9, 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 10 night stay at the *** - All Inclusive Resort for two adults with a round-trip private minivan
service with Shuttle ***. And a round-trip fare with ***
Airlines departing Cleveland, OH to Punta Cana, Dominican Republic on
May 16, 2020, returning May 26, 2020. We
understand Ms. is requesting is requesting a complete refund for the packaged
itinerary.Upon receipt
of the complaint, our records indicate that on April 17, the hotel and shuttle
service were cancelled and a total refund processed for $1216.94. On May 1 the flights
have been initiate by Expedia and will be processed by *** Airlines. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Due to the coronavirus crisis, I was not able to travel to Ghana. This is because President *** put a travel ban on European countries. I had two connecting flights in Brussels and Lisbon. Moreover, the country of Ghana then blocked the entry of foreigners into the country due to the coronavirus. I was forced to cancel my travel plans. Last week the Department of Transportation said airlines have to give customers refunds. I contacted *** Airlines and they told me Expedia has to issue the refund. I called Expedia and they gave me the run around. The representative at Expedia then gave me a fake name when I asked for his information. My Itinerary number is ***.
Expedia.com Response
• May 09, 2020
May 9, 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 San
Antonio, TX to Accra, Ghana on March 23, 2020, returning April 1, 2020. And a flight protection
plan with ***. We
understand Ms. is requesting a complete refund due to the Covid-19 travel
restrictions.On March 14, *** Airlines made a schedule change to the inbound
flight to have a connection in Newark instead of Washington, DC. On March 15, Ms. or someone
with account access requested the flights be cancelled via telephone with an
Expedia representative. *** Airlines has extended future travel credit to Ms.
***. The customer has until January 17, 2022 to re-book new travel and must
complete new travel by this date. Change fees will be waived by ***, while
fare diff may apply.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 Ms. 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
Customer Response
• May 09, 2020
Complaint: ***
I am rejecting this response because:Expedia is lying. They have not contacted *** about my refund.
I would like a full refund please
I purchased the service to travel to Hawaii from March 24-31 through EXPEDIA.com on Dec 12, 2019, for a total cost of $ 3274.11.
Due to the sudden outbreak of the COVID-19, I took into account life safety factors on March 5th. Taking into account the safety of life, I started to communicate with Expedia several times on March 3 and wanted to negotiate a full refund of the travel itinerary or refund me points for use after the outbreak, but Expedia did not agree. I was reluctant to continue the adventure of traveling to Hawaii with my family and my life and had to cancel the trip.
Later, the state issued a decree to enter a state of emergency and stay-at-home. Isn’t it such a major epidemic that I can’t resist? However, this kind of economic loss can’t afford me and my family, which affects our basic life without working income. Complain to EXPEDIA.com, thank you!
Expedia.com Response
• May 09, 2020
May 9, 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 Los
Angeles to Honolulu, HI on March 24, 2020, returning March 31, 2020. And a
seven night stay at the *** Waikiki Beach Resort for
two adults. We understand Ms. is requesting a
full refund due to the Covid-19 travel restrictions.On April
28, a refund of $2383.71 was initiated by Expedia for the hotel reservation
with approval from the property. On March
6, Ms. or someone with account access requested to cancel the flights with
*** airlines with an Expedia representative. The customer was advised the
tickets were non-refundable after cancellation. *** airlines has extended
future travel credit for Ms.. The customer must re-book new travel by May
31, 2022 and the airlines will waive any change fees, however fare difference
may apply. The flights can be re-booked to any-route, but must be travelling to
Hawaii’s main islands.Ms.
must call Expedia when ready to re-book new travel.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 understand the issues around COVID-19 and travel difficulties, so I am not complaining about that. However in processing our refund they told us they would give a determination no later than 14 business days after we submitted. On day 17 I called and they told me I needed to submit additional documents that were not originally requested from them. I was then told it would take an additional 10 business days to determine the status of the claim. We purchased insurance for this exact reason, and now they are sand-bagging the claim. I was also told that they could not guarantee cash, and may need to take a credit. They also said that it may be less than the amount insured. Needless to say, if they give you expectations for completion you should meet the expectations set forth. My biggest concern is that they are sandbagging our claim to avoid paying us back, and may go bankrupt and void our claim.
I had paid for a flight on February 15, 2020, for a flight on March 17th, 2020 - March 24th, 2020 to London, England. The night before, I got an email saying it was cancelled, and I could ask for a refund/free change. I have been asking for a refund since March 15, 2020, and have the email to prove I filed the claim. They have not contacted me again, I have tried to call and their phone service hangs up on me after 2 hours of hold time, opened the chat, and have been told no agents are available every time, they refuse to answer my email inquiries, and I am unable to get a refund. They need to refund me the 350.33$ for the flight, and I have been unable to get ahold of anyone to do so. I don’t know what else to do from here, as I even contacted ***, as they were the ones to email me saying my flight was cancelled, and they stated since I ordered through Expedia, they could do nothing for me. All I want to do is ask for a refund of my money, and be done with it. I had even tried to cancel my flight, and they did not do that either.
Expedia.com Response
• May 07, 2020
May 7, 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/free change.
Our records indicate on February 15, 2020 , Ms. or an authorized user of the Expedia account self-booked a roundtrip flight on *** departing on March 17, 2020 from Boston, MA, USA to London, England and returning on March 24, 2020 with the Flight Protection Plan via ***
After further review on May 7, 2020, there are no notes or documentation on the Expedia account. There were CHAT communications but unable to verify what the conversation were pertaining to. Expedia was able to review *** COVID19 policy. The policy states customer can rebook free-of-charge, change their destination or date of travel, or hold their ticket open until 31 May 2022. The customer will need to contact our Customer Service Department at 877-*** when she is ready to exchange the ticket.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
SUPPLIER RULES AND 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
Expedia Itinerary ***. Due to the Covid Pandemic we rescheduled this trip from March to May. *** clearly states there would be no change fees on their website. During my rescheduling with Expedia the difference between the flights were $7.84 per ticket. Expedia Rep now charges 257.84 per ticket there are two tickets issued one for *** and ***. This has resulted in a $500.00 overcharged amount to my Credit Card. This conversation took place with Expedia on 9 March, and should be recorded at Expedia. Unfortunately no one can get service at Expedia at this time. I am seeking the $500.00 overcharge amount to my credit card. *** was contacted, they told me that we would have to seek service at Expedia.
Expedia.com Response
• May 07, 2020
May 7, 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 of $500.
Our records indicate on December 12, 2019, Ms. or an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on March 21, 2020 from Washington, DC, USA to Reykjavik, Iceland and returning on March 28, 2020 via ***.We can confirm on March 6, 2020, the customer called in to change her flight. Our representative reviewed the airlines website and advised the ticket would qualify under their flex policy to waive the change fee. On March 8, 2020, the customer called in asking to cancel with refund due to coronavirus. Our representative advised the normal policies for cancellations apply and change fee can be waived but flight needs to be rebooked on/before May 31st. The customer decided to leave it the reservation as is.
March 9, 2020, the customer called to change the reservation to May 2-9, 2020 *** Our representative tried to contact the airline and there was no answer. The customer sent an email to the airline and already has a response and will forward to Expedia. Multiple emails between April 10 – 24, 2020 were sent from the customer to Expedia in regard to the $500 exchange fee.
The customer called numerous times during the month of April. She complained about the amount collected. Our representative reviewed the notes on the account and determined the customer had been charged incorrectly. Advised she was charged $257.84 per passenger and was not supposed to be. A refund of $500 was issued on April 23, 2020 to the *** ending ***. The refund should appear weith 30 from the processing date. She called and requested credit information. Our representative advised as per remarks the customer has had a credit issued. The customer was stating the validity could be extended as per information on the website. Our representative suggest that the customer file a form on line. On April 28, 2020, Expedia emailed the customer *** COVID19 policy.
After further review on May 7, 2020, confirmed the $500 refund was issued on April 23, 2020. *** COVID policy states No restriction on new travel dates into 2021, change fees are waived, but any applicable fare difference must be collected at the time of reissue. The customer will need to contact our Customer Service Department at 877-*** when the exchange and rebooking needs to be completed.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I made a reservation for a package trip for four persons to Kahului (Itinerary #***) from Apr 8-14. The package included two flights, Hotel accomodation and a car rental. Due to COVID-19, the package was cancelled by Expedia. The company agreed to reimburse Hotel accomodation and car rental, but refuse to full refund flight tickets.
May 9, 2020Revdex.com E.com - ***, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her
package reservation. Our records indicate that on February 27, 2020, Ms.
***, or an authorized user of her account, self-booked a package reservation using on Expedia.com,
under itinerary ***. Travel was with *** Airlines and ***
Airlines, departing on April 8, 2020, returning on April 14, 2020, from San
Jose, CA to Kahului, HI. The hotel reservation was for the ***, with a check-in date of April 11, 2020and a
check-out date of April 14, 2020. The car rental reservation was for ***r, with a
pick-up date of April 8, 2020, and drop-off date of April 14, 2020. We understand Ms.
*** is requesting a refund of her unused flight reservation. Upon receipt of
the complaint, we can confirm that Ms. was issued a refund of
her flight reservation. As *** and *** Airlines were the merchants of
record (the company that charged the credit card) on this itinerary, they are
the ones to determine the refund timeline. If Ms. have questions
regarding this matter, we recommend her to contact them directly. Again. we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On 3/25/20, I received an email confirmation from expedia that they owed me a refund of 362.38. To date, I have not received my refund and cannot get in touch with expedia via phone or chat
May 9, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention. Expedia is responding to
the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding her package reservation. Our records indicate that on February 21, 2020, Ms.
***, or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary
***. Travel was with *** Airlines and *** departing on March
28, 2020, returning on March 31, 2020, from Newark, NJ to Las Vegas, NV. The
hotel reservation was for the Tropicana Las Vegas - a ***
Hotel, with a check-in date of March 28, 2020, and a check-out date of March
31, 2020. We understand Ms. is requesting a refund of her unused hotel
reservation.Upon receipt of the complaint, we can confirm that Ms.
***’s issue has been resolved. A refund in the amount of $362.38 was
processed on March 25, 2020 for the cancelled hotel reservation. With Coronavirus (COVID-19) continuing to impact
travel around the world, our teams are handling an unprecedented number of
requests, which means refunds are taking longer than normal. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely
This is in regard to itinerary #*** with Expedia. When I booked this reservation, I did not have to pay now for the reservation hold. I have booked with Expedia in the past, without any issue. Days later I noticed the amount of hotel stay had already been posted to my credit card. I was concerned because this never had happened before, but did not notify them. A day after the room was "paid" for on my credit card, Stay at Home orders started to take place. Early March, I contacted Expedia, where they had a message stating do now cancel reservations until that state placed a Stay at Home Order on it's citizens. March 20th, I was informed that the conference I was supposed to attend had cancelled, so I went on Expedia to cancel my reservation. I received an email from Expedia stating my refund is on it's why and may take up to 30 days because of COVID-19. I tried to reach out to a live person to ask why the money was taken out of my credit card when I picked the selection of Pay Later. I never received a response, and hung up on numerous times as I work my way around all the red tape they have in place to talk to a live person. I have emailed them many times without any kind of response. I went to their social media to see if that would work, and nothing. To this day, I have yet to be refunded money. Other people on their social media seem to have had money refunded the next day or two. I want my money or at least some sort of communication from Expedia to answer why the money was taken out to begin with and why is the refund process so slow.
I was refunded my money but have never had a response back from company. Thank you
I booked a flight through Expedia on the *** airline. *** airline representatives as of 7 April have said they will refund the flight since they cancelled the flight due to COVID-19 if Expedia requests a refund. Between a fellow traveler and myself, we have spent more than 20 hours on the phone with Expedia and have spoken to 6 'supervisors.' None have helped and in every case they have verified they have our call back number, dropped the call more than two hours in, and never made contact with us again to address our issue.
To whom it may concern,
Thank you for your assistance and filing a written complaint to Expedia (Case #***) regarding a failure to refund a flight ticket. Happily, I am satisfied with the resolution of the case and have received a refund through the airline. Thanks!
Best
About on Feb. 17, 2020, I made a reservation with *** at ***. The original reservation was for Oct. 29-30, 2020, Itinerary ***, in the amount of $104.76.. Because of Expedia's confusing website and having numerous pop-ups and other distractions, I realized I had only reserved for 1 night instead of 2. I attempted to change the reservation but was unable to do this so I cancelled it and booked another reservation for 2 nights. To date Expedia has not refunded my money. I checked with *** and they said I was booked for 2 rooms. Expedia never cancelled the first reservation but booked the second. The lady at *** said she was not able to cancel the reservation or refund my money. I would have to go through Expedia. I haven't been able to contact Expedia due to the Virus situation. Can you help?
Just wanted to thank you for helping to get my refund. I checked my credit card statement and the $104.76 from *** through Expedia was refunded on 04/09/2020. Thanks again!
***
***@yahoo.com
cancelled my flight to Prague 4/5/2020 with return on 4/11/2020. Expedia refuses to issue me a refund, and *** states that Expedia must issue the refund due to it being a bulk ticket. I referenced the DOT's 4/3/2020 guidelines reminding airlines of their responsibility to refund flights they cancel.
May 9, 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 Philadelphia,
PA to Prague, Czech Republic on April 5, 2020, returning April 11, 2020 for two
adults. We understand Mr. is
requesting a refund for the flights.Upon
receipt of the complaint, we verified that on May 4, a refund had been processed
by Expedia due to a schedule change by *** Airlines. Refunds 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
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 booked a 2-way 3 tickets for my family to come visit me few months ago through Expedia. They arrived to the states on 02/29/2020 without issues. The scheduled return flight was on 03/23/2020. On 03/12 Jordan (the destination for the return flight) announced a complete border closure to all comers (including Jordanians) after 03/17/2020.in response to the COVID-19 situation. I attempted to contact Expedia MULTIPLE times using phone, chat and email without response. I also attempted to call the *** airlines to try to reschedule/cancel the return flight for refund also without success. I eventually booked a one-way 3 tickets costing my about 5000$ to get my family safely back home. I'm pretty sure that the flight was canceled as the Jordanian borders were closed (to date) for all incoming flights but still didn't receive any information for that regard despite trying again and again to contact them. I also want to mention that I'm a practicing physician in the front-line and don't have time to keep trying to call or wait for hours on the phone for a response.
May 24, 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 Dr. *** (Revdex.com case number ***)
regarding their flight reservation due to an airline-initiated schedule change. On May 24, 2020, we sent a request for a refund of the
cancelled returning flight to the appropriate department. Once a refund is
processed, we will notify the customer via email. In regards to the customer’s request for additional
compensation, Dr. *** must contact *** Airlines directly. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Dr. *** accepted Expedia’s Terms
of Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W Corporate Correspondence Team
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. But I also want to make sure they follow up with the request submitted and respond back to me in a timely manner.
Sincerely
I booked a vacation package from Portland OR TO CANCUN Mexico at the beginning of March. On March 29th, I received an email from Expedia that my flight is canceled and I will receive a flight credit. Since many airline companies can return your money in case if they canceled flight, I called *** Airlines and asked for a refund. They checked and told me that my original flight is not canceled, Expedia canceled it for some reason and they cannot make a refund, but I have to call Expedia. I called them and they said they cannot help me, but go to the *** website and open a claim for refund. *** is not gonna help me in any way because they didn’t cancel a flight. I am stuck and need my money back since I took a loan to pay for this vacation. The loan was provided through the Expedia website, named ***. *** representative also told me only Expedia can return the money because they took them through a third party agency. Expedia is not willing to help me resolve the problem, so I have to contact you in the hope to get my money back in such a rough time. I was able to cancel my hotel part by myself just because it’s allowed by hotel policy, but the flight part which is over $2000 is not returned. Thank you!
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 flight reservation. Our records reflect a round-trip fare with *** departing Portland, OR
to Cancun, Quintana Roo, Mexico on April 19, 2020, returning April 30, 2020. We understand Ms. is requesting a refund for the
cancelled flights.*** had
made multiple schedule changes to the flights making it valid for refund as
time changes were 90 minutes or more. On March 29, Expedia cancelled the unconfirmed
flights per customer request via online through click to cancel emails/SMS/app push notification. A refund
request has been submitted by Expedia, and will be processed by *** airlines.
Please note 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
Complaint: ***
I am rejecting this response because I need proof or confirmation that Expedia sends a request for a refund to ***. I still own money to ***, and it’s very overdue. When I had problems with Expedia returning cash in the past, they told me we are processing a return, and nothing happens. I want to be sure that *** will get my money back.
Sincerely
May 20, 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.On May 13, 2020, The refund was processed in the amount of $560.02
per passenger. *** airlines will be completing the refund process on their
end. Unfortunately we do not have a receipt to show the refund process as
Expedia was not the merchant of record for the charges. Please note
refund timing depends on the airline and customers financial institution.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,Michae***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
Booked hotel 2/13/2020 due to COVID-19, we want to conceal or reschedule for May 16-17, 2020 hotel room. Contract states we can not make any changes or if we do cancel we will be charged full price. I was given 3 phone numbers to contact. 1. Only wanted to sell me unwanted products. 2. A number they hung up on me then my husband I received many spam calls. 3. Asked for a call back from number 877-
May 8, 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 cancelled hotel reservation.
Our records indicate on February 13, 2020, an Expedia representative booked Ms. *** or an authorized user of the Expedia account a one night hotel at ***, Minneapolis West, MN via ***
We can confirm on April 20, 2020, the property cancelled the hotel reservation.
After further review on May 8, 2020, Expedia was able to confirm the reservation was cancelled on April 20, 2020; Expedia issued a refund for $117.91 on May 7, 2020. The refund will appear on the original card charged within the next 30 days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I am still Waiting for my reimbursement but believe it is on its way I appreciate your assistance in this matter
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 was unable to treacle out of state due to COVID-19... I contacted expedia via email and the response was “we will get back to you shortly, our call volume is high” just about a month ago in a unrepliable email, still no word from them. I have tried to call numerous times and the lines are constantly busy, you can not get through. attempts to chat online have been unsuccessful as well.
May 8, 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 the ***
***, checking in on March 17, 2020. We understand Mr. is requesting a refund.The reservation
booked is non-refundable and changes cannot be made without penalty of the full
amount paid, however Expedia has advocated a refund to the hotel on behalf of Mr.. The
hotel has agreed to waive all penalties associated to the booking due to the
Covid-19 pandemic.A refund
has been processed by Expedia for $246.32. Refunds 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
The airline has cancelled my flight I've purchased through Expedia, however, Expedia is giving me a credit. I contacted the airline directly and they stated that I'm entitled to a refund from Expedia since they cancelled my flight. I've emailed and called Expedia numerous times, but have not received a response.
May 9, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservation. Our records indicate that on January 22, 2020, Ms.,
or an authorized user of her account, self-booked a flight reservation on Expedia.com, under itinerary
***. Travel was with *** Airlines, departing on April 7, 2020,
returning on April 16, 2020, from Miami, FL, United States to Vitoria, Brazil.
We understand Ms. is requesting a refund of her cancelled flight
reservation, instead of a credit.Upon receipt of the complaint, we verified that a future travel credit was issued by *** Airlines, equal to the value of Ms.’s flight booking
to use for future travel.Expedia has worked incredibly hard to push our partners
to provide travelers with as much flexibility as possible due to COVID-19,
particularly for flights that are ordinarily non-refundable or limited to any
changes. We recognize that an airline credit may not be what Ms.
*** is looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through. We are still bound by the terms and conditions of airlines and this is
the only option that they are providing at this time.While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is unable to honor
her refund request, because the funds are not held by Expedia.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika ***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia says that they don't have the funds that I paid. I purchased the airline ticket on Expedia's website and my credit card statement says payment to Expedia. How would they not have the funds then?
Expedia did not make a comment as to my flight being cancelled. When a flight is cancelled by the airline and not the passenger, the passenger is entitled to a refund. When I called *** Airline directly, they told me that my flight was in fact cancelled and I was entitled to a full refund, which needs to be done through Expedia as I purchased the tickets with Expedia. Expedia wrote an email to me stating: "You are receiving this email as your airline has cancelled your flight because of the current situation related to COVID-19." They cancelled my flight from April 7 to April 8 and the other flight from April 8 to April 9.
Sincerely
May 15, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms.
*** (Revdex.com case number ***). We regret that we were unable
to offer Ms. with a more satisfactory response to her refund request.After further review of Ms.
***’s complaint, we can confirm that on May 12, 2020, Expedia submitted a
refund request form via the airlines’ website, as advised by *** Airlines.
Please note that Ms.’s refund request is subject to the airline’s review
and approval. Again, we thank you for allowing us to address this
matter further. As no new information has been
provided about the issue, we respectfully request the Revdex.com close this case.Sincerely,Erika *** Corporate Correspondence Team
Understand Expedia is busy, so are we. Can't contact them in any way. Won't take calls or even respond to emails or online cancellations.We have thousands of dollars at risk. Sorry Expedia but no contact is not acceptable. Staff up and get it done!
May 9, 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 for itinerary *** Our records reflect a round-trip fare with *** Airlines departing Roanoke,
VA to ***, Spain on May 27, 2020, returning June 11, 2020. A two
night stay at ***
*** for two adults and round-trip shuttle service from the airport to
hotel with ***. A 1-Day, *** in Multilingual bus tour
with *** - Passes & Museums. And the Expedia Vacation Waiver. We understand Mr. is requesting Expedia to contact him to
cancel an process refunds for the package.On February
22, the shuttle service was cancelled and a refund processed for $79.80. On
March 23, the hotel room was cancelled and refund processed for $707.23, and
March 28 the bus tour has been cancelled and a refund processed for $56.58.The
flights with *** Airlines was cancelled on April 19. The fare rules allows
for a refund for cancellations before departure with a penalty of $300.00 per
passenger. The Expedia Vacation Waiver can be used to waive the penalty for
cancellation.Expedia contacted
Mr. to advise of said information and process a refund on the flights for
a total of $2160.12. Refunds may take up to 30 business days to reflect to the
original form of payment. While the Vacation Waiver was used to process a
refund for the penalty of $300.00 per passenger, this cannot be refunded. 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 through Expedia on the *** airline. *** airline representatives as of 7 April have said they will refund the flight since they cancelled the flight due to COVID-19 if Expedia requests a refund. Between a fellow traveler and myself, we have spent more than 20 hours on the phone with Expedia and have spoken to 6 'supervisors.' None have helped and in every case they have verified they have our call back number, dropped the call more than two hours in, and never made contact with us again to address our issue.
May 9, 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 Washington,
DC to Dublin, Ireland on March 13, 2020, an returning March 20, 2020. We understand Ms. is requesting a refund.On March 13,
2020, the flights were cancelled for future travel credit with *** airlines.
Expedia contacted *** to follow up on a refund request and was advised the flights
have been refunded directly by them on April 15, 2020.No further
action taken as Ms.’s request has been fulfilled.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had a round trip flight and 2 hotel reservations for Auburn graduation- my son was graduating. The ceremony has been cancelled due to COVID. Expedia will not refund my money. It is my understanding that all refunds should be given because of COVID related circumstances.
May 9, 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 three itineraries. Our records reflect a two night stay at ***
*** Airport - College Park checking in May, 1, 2020 on itinerary ***,
and a one night stay at *** Airport - College Park checking in
on May 2, 2020 on itinerary ***. A round-trip fare with United
Airlines departing Lake Charles, LA to ***, GA on May 2, 2020, and
returning May 3, 2020. We
understand Ms. is requesting a refund for due to the Covid-19 travel
restrictions.On April 28, 2020 itineraries *** and *** were cancelled/refunded
for a total of $412.34, and 5142 Expedia reward points has been returned to Ms.
***’s Expedia account. On
April 8, *** Airlines cancelled operations on the original outbound and
inbound flights. Unfortunately a refund is not possible, however the airlines
has extended future travel credit to Ms.. The customer can re-book and
complete new travel by March 1, 2022. Change fees are waived by United, while
fare difference may apply.When Ms.
*** is ready to re-book, she must call Expedia to make these changes. 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 calling Expedia to contact someone about my up coming bundled package. I want a complete refund due to coronavirus all flights and hotels are closed.
May 9, 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 10 night stay at the *** - All Inclusive Resort for two adults with a round-trip private minivan
service with Shuttle ***. And a round-trip fare with ***
Airlines departing Cleveland, OH to Punta Cana, Dominican Republic on
May 16, 2020, returning May 26, 2020. We
understand Ms. is requesting is requesting a complete refund for the packaged
itinerary.Upon receipt
of the complaint, our records indicate that on April 17, the hotel and shuttle
service were cancelled and a total refund processed for $1216.94. On May 1 the flights
have been initiate by Expedia and will be processed by *** Airlines. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Due to the coronavirus crisis, I was not able to travel to Ghana. This is because President *** put a travel ban on European countries. I had two connecting flights in Brussels and Lisbon. Moreover, the country of Ghana then blocked the entry of foreigners into the country due to the coronavirus. I was forced to cancel my travel plans. Last week the Department of Transportation said airlines have to give customers refunds. I contacted *** Airlines and they told me Expedia has to issue the refund. I called Expedia and they gave me the run around. The representative at Expedia then gave me a fake name when I asked for his information. My Itinerary number is ***.
May 9, 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 San
Antonio, TX to Accra, Ghana on March 23, 2020, returning April 1, 2020. And a flight protection
plan with ***. We
understand Ms. is requesting a complete refund due to the Covid-19 travel
restrictions.On March 14, *** Airlines made a schedule change to the inbound
flight to have a connection in Newark instead of Washington, DC. On March 15, Ms. or someone
with account access requested the flights be cancelled via telephone with an
Expedia representative. *** Airlines has extended future travel credit to Ms.
***. The customer has until January 17, 2022 to re-book new travel and must
complete new travel by this date. Change fees will be waived by ***, while
fare diff may apply.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 Ms. 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
Complaint: ***
I am rejecting this response because:Expedia is lying. They have not contacted *** about my refund.
I would like a full refund please
Sincerely
I purchased the service to travel to Hawaii from March 24-31 through EXPEDIA.com on Dec 12, 2019, for a total cost of $ 3274.11.
Due to the sudden outbreak of the COVID-19, I took into account life safety factors on March 5th. Taking into account the safety of life, I started to communicate with Expedia several times on March 3 and wanted to negotiate a full refund of the travel itinerary or refund me points for use after the outbreak, but Expedia did not agree. I was reluctant to continue the adventure of traveling to Hawaii with my family and my life and had to cancel the trip.
Later, the state issued a decree to enter a state of emergency and stay-at-home. Isn’t it such a major epidemic that I can’t resist? However, this kind of economic loss can’t afford me and my family, which affects our basic life without working income. Complain to EXPEDIA.com, thank you!
May 9, 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 Los
Angeles to Honolulu, HI on March 24, 2020, returning March 31, 2020. And a
seven night stay at the *** Waikiki Beach Resort for
two adults. We understand Ms. is requesting a
full refund due to the Covid-19 travel restrictions.On April
28, a refund of $2383.71 was initiated by Expedia for the hotel reservation
with approval from the property. On March
6, Ms. or someone with account access requested to cancel the flights with
*** airlines with an Expedia representative. The customer was advised the
tickets were non-refundable after cancellation. *** airlines has extended
future travel credit for Ms.. The customer must re-book new travel by May
31, 2022 and the airlines will waive any change fees, however fare difference
may apply. The flights can be re-booked to any-route, but must be travelling to
Hawaii’s main islands.Ms.
must call Expedia when ready to re-book new travel.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 understand the issues around COVID-19 and travel difficulties, so I am not complaining about that. However in processing our refund they told us they would give a determination no later than 14 business days after we submitted. On day 17 I called and they told me I needed to submit additional documents that were not originally requested from them. I was then told it would take an additional 10 business days to determine the status of the claim. We purchased insurance for this exact reason, and now they are sand-bagging the claim. I was also told that they could not guarantee cash, and may need to take a credit. They also said that it may be less than the amount insured. Needless to say, if they give you expectations for completion you should meet the expectations set forth. My biggest concern is that they are sandbagging our claim to avoid paying us back, and may go bankrupt and void our claim.
I had paid for a flight on February 15, 2020, for a flight on March 17th, 2020 - March 24th, 2020 to London, England. The night before, I got an email saying it was cancelled, and I could ask for a refund/free change. I have been asking for a refund since March 15, 2020, and have the email to prove I filed the claim. They have not contacted me again, I have tried to call and their phone service hangs up on me after 2 hours of hold time, opened the chat, and have been told no agents are available every time, they refuse to answer my email inquiries, and I am unable to get a refund. They need to refund me the 350.33$ for the flight, and I have been unable to get ahold of anyone to do so. I don’t know what else to do from here, as I even contacted ***, as they were the ones to email me saying my flight was cancelled, and they stated since I ordered through Expedia, they could do nothing for me. All I want to do is ask for a refund of my money, and be done with it. I had even tried to cancel my flight, and they did not do that either.
May 7, 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/free change.
Our records indicate on February 15, 2020 , Ms. or an authorized user of the Expedia account self-booked a roundtrip flight on *** departing on March 17, 2020 from Boston, MA, USA to London, England and returning on March 24, 2020 with the Flight Protection Plan via ***
After further review on May 7, 2020, there are no notes or documentation on the Expedia account. There were CHAT communications but unable to verify what the conversation were pertaining to. Expedia was able to review *** COVID19 policy. The policy states customer can rebook free-of-charge, change their destination or date of travel, or hold their ticket open until 31 May 2022. The customer will need to contact our Customer Service Department at 877-*** when she is ready to exchange the ticket.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
SUPPLIER RULES AND 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
Expedia Itinerary ***. Due to the Covid Pandemic we rescheduled this trip from March to May. *** clearly states there would be no change fees on their website. During my rescheduling with Expedia the difference between the flights were $7.84 per ticket. Expedia Rep now charges 257.84 per ticket there are two tickets issued one for *** and ***. This has resulted in a $500.00 overcharged amount to my Credit Card. This conversation took place with Expedia on 9 March, and should be recorded at Expedia. Unfortunately no one can get service at Expedia at this time. I am seeking the $500.00 overcharge amount to my credit card. *** was contacted, they told me that we would have to seek service at Expedia.
May 7, 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 of $500.
Our records indicate on December 12, 2019, Ms. or an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on March 21, 2020 from Washington, DC, USA to Reykjavik, Iceland and returning on March 28, 2020 via ***.We can confirm on March 6, 2020, the customer called in to change her flight. Our representative reviewed the airlines website and advised the ticket would qualify under their flex policy to waive the change fee. On March 8, 2020, the customer called in asking to cancel with refund due to coronavirus. Our representative advised the normal policies for cancellations apply and change fee can be waived but flight needs to be rebooked on/before May 31st. The customer decided to leave it the reservation as is.
March 9, 2020, the customer called to change the reservation to May 2-9, 2020 *** Our representative tried to contact the airline and there was no answer. The customer sent an email to the airline and already has a response and will forward to Expedia. Multiple emails between April 10 – 24, 2020 were sent from the customer to Expedia in regard to the $500 exchange fee.
The customer called numerous times during the month of April. She complained about the amount collected. Our representative reviewed the notes on the account and determined the customer had been charged incorrectly. Advised she was charged $257.84 per passenger and was not supposed to be. A refund of $500 was issued on April 23, 2020 to the *** ending ***. The refund should appear weith 30 from the processing date. She called and requested credit information. Our representative advised as per remarks the customer has had a credit issued. The customer was stating the validity could be extended as per information on the website. Our representative suggest that the customer file a form on line. On April 28, 2020, Expedia emailed the customer *** COVID19 policy.
After further review on May 7, 2020, confirmed the $500 refund was issued on April 23, 2020. *** COVID policy states No restriction on new travel dates into 2021, change fees are waived, but any applicable fare difference must be collected at the time of reissue. The customer will need to contact our Customer Service Department at 877-*** when the exchange and rebooking needs to be completed.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
SUPPLIER RULES AND 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