Last January I used Expedia to purchase two tickets to fly to Lima, Peru, via Toronto, Canada. You all know what happened later, due to the pandemic, Peru closed its borders, *** stopped flying to Peru.
I tried to get a hold of Expedia and they kept sending me from one'counter' to another 'counter' and got no answer or solution. *** referred me to Expedia. So I went back to EXPEDIA and attempted to cancel reservations via their website. They will cancel reservations if I agreed to get a credit. After all their lousy service, they want me to accept a credit? No way Jose. They also asked me to wait 72 hours before departure to contact them. I did. The result a barrage of texts and emails telling me to do this and that. I hope my *** solves this impasse.
PS. I DO understand that in regular times if you buy a ticket via EXPEDIA and you decide to cancel after 24 hours of purchase, you are stuck. Expedia will only give you a credit for future use...
Expedia.com Response
• May 08, 2020
May 8, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that c is requesting a refund of $1158.68.
Our records indicate on December 12, 2019, Mr. an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on April 8, 2020 from Toronto, ON, Canada to Lima, Peru and returning on April 17, 2020 via ***
We can confirm on April 7, 2020, Expedia emailed the customer advising, ‘Please note that cancellation can only be made in adherence to the supplier’s policy. In this case, the whole booking value $554.34 per person, can be used as airline credit for future flight.”
After further review on May 8, 2020, Expedia confirmed *** COVID19 policy states you may keep the remaining value of your ticket for future travel, which is valid for travel that must be completed within 24 months of your flight cancellation date (March 21, 2020). The cancellation fee will be waived when rebooking your travel. The customer will need to contact our Customer Service Department at 877-*** when the exchange and rebooking needs to be completed.
We understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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, Mr. 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
Customer Response
• May 08, 2020
Complaint: ***
I am rejecting this response because: the circumstances of my cancellation were beyond my control.
a) Peru's government had a quarantine and no foreign travel allowed into the country.
b *** cancelled all flights to the country of Peru until sometime in June 2020
c)When I tried to contact ***, their response was: contact EXPEDIA.
d) I was fortunate to contact on 04/06/2020 at about 9:00 and I was assured that because my flight was cancelled, my refund will take 30 days. They recognized my trip was cancelled.
e) In the interim I have gotten a slew of text messages and emails from Expedia telling me anything but the weather.
f) my cancellation was beyond me, it was not a capricious one.
Expedia.com has consistently been unwilling to accept any customer service calls unless you were supposed to travel within 72 hours. While this is unacceptable, upon calling during my appropriate travel window, I waited on hold for outrageous amounts of time (over one hour) multiple times and instead of being connected to a customer service representative, the phone call was disconnected each and every time. Since I booked my flight and hotel through expedia, a third party, the airline and hotel are refusing to speak to me and insist I must consult with expedia about any refunds.
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 of $1720.16.
Our records indicate on February 21, 2020, Ms. an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on April 10, 2020 Newark, NJ to ***, Iceland and returning on April 15, 2020 along with a four night stay at *** Hotel by *** and shared shuttle service via ***.
We can confirm on March 23, 2020, the customer cancelled the reservation online. The cancellation created a refund of $123.00 for the shared shuttle service, a future travel credit of $681.45 per ticket for the flight reservation and the hotel was non-refundable, so no refund or credit was created.
On April 8, 2020, the customer called and inquired about the credit. Our representative advised her that she would need to rebook the flights by December 31, 2020; must be for the same passenger, same airline and the change fee would be waived any increase in fare customer would be responsible for. Our representative contacted the hotel and they advised they would not charge a penalty for the cancelled reservation and authorized Expedia to issue a refund. Our representative issued the refund for $234.26.
After further review on May 8, 2020 – Expedia has been able to confirm *** COVID policy. Their policy states re-book/reissue within the original ticket validity, which is one year from original date of issue (February 21, 2020) 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.
We understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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
This trip was booked for July 17 through August 1, 2020. Having current Covid-19 situation going on in the whole world and specially in Europe and in those cities where my vacation would take place, I decided to postpone or even to negotiate any kind of agreement with them. Expedia did not offer any option and cancelled my whole booking denying any refund or possible voucher for a later trip. My family and I have been saving for several years for this vacation and now we do have a trip and any money back either.
I fully understand that booking is not refundable; however, Expedia must also understand that we are living a pandemic causing thousand of deaths everyday and they will not pay for my hospital bills or funerary cost if I or my family get sick going to those countries.
I processed a formal dispute with my credit card already, but business practices and values most likely will prevail arguing non-refundable booking.
I kindly ask for your help because we are talking about $6,850 USD that were very hardly earned.
Thanks in advanced for you help and time.
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 Mr. *** , Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund for two itineraries totally $6850.00.
Our records indicate on December 12, 2020, Mr. an authorized user of the Expedia account self-booked four roundtrip flights on *** Airlines departing on July 17, 2020 from Portland, OR to Paris, France, and returning on August 1, 2020 along with a five night stay at the *** – *** via ***.
Our records also show on December 12, 2020, Mr. an authorized user of the Expedia account self-booked four roundtrip flights on *** departing on July 27, 2020 from Venice, Italy to Madrid, Spain, and returning on July 31, 2020 along with a four night stay at the Roisa Suites via ***.
We can confirm on April 1, 2020, Expedia received a chargeback for $4781.15 (itinerary ***) and a chargeback for $388.93 (itinerary ***).
On April 7, 2020, the customer called in our representative advised Expedia received a dispute - chargeback. The customer advised the reservation was cancelled. Our representative verified there was no flex policy for the cancellation (***). Cancellation email was emailed to the email address on file advising the hotel reservation has been canceled and was non-refundable.
After further review on May 8, 2020, Expedia has been able to confirm the customer has disputed the charges for the two itineraries. Since the amount has been disputed with the customer financial institution, the customer financial institution has precedence over this matter and will further investigate and advise the customer accordingly.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I booked 3 tickets through Expedia for a *** flight departing Charlotte NC in April 9, 2020, and arriving in Bengaluru April 10, 2020. It was a round trip ticket. I called *** on April 6, 2020, asking if I could get a full refund on my tickets due to Covid-19 restrictions. *** told me all their flights were cancelled and I can receive full refund. They hadn’t charged Expedia the money for the flight due to flight cancellations and I should contact Expedia to get my refund. When I finally get through to Expedia after several attempts, they tell me as per the policy given by ***, I can only receive an airline credit or charged a cancellation fee to receive a full refund. I plead you to resolve this case as all airlines are giving full refunds on cancelled flights due to covid-19 but Expedia has been extremely unhelpful here and are not giving me my money back. I spent $4,200 on these tickets to visit I Dia for my grandma’s funeral and have no intention of traveling next year for the same purpose. I appreciate all your help to resolve this. Thank you.
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 flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Charlotte,
NC to Bengaluru, India on April 9, 2020, and returning April 18, 2020. We understand Ms. is requesting refund due to the Covid-19 pandemic.On March 13,
2020, The airlines made a schedule change allowing for a complete refund. We
contacted *** and was advised they will process the refund on their end and
send confirmation to the customer directly. Expedia was advised refund timing
is delayed due to the amount of requests they currently have. Ms. can
expect a full refund from ***.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 a trip planned May 10th, my airline canceled, my cruise cancel and my car canceled. All gave me my refund even if its unrefundable since this is an act of God and is not my fault that travel is suspended. Expedia should give me a credit or refund.
Why should they make money on someone elses grief I know that it said non refundable but these are extrodinary times
Please help me
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 one night stay at the ***
*** checking in on May 9, 2020 for two adults. We understand Ms. is requesting a refund or credit due to travel
restrictions.The room purchased
is non-refundable and non-changeable without a full penalty equal to the full
amount paid, however the hotel has agreed to withhold any penalty for
cancellations. A refund
has been processed by Expedia for the amount of $233.64. And 477 Expedia reward
points have been returned to Ms.’s account. Refund timing may take up
to 30 business days to reflect to the original form of payment.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a flight and hotel reservation through Expedia March 3, 2020. Due to the COVID-19, the hotel is closed and the airlines cancel my flight. I tried calling Expedia multiple times and I never got through I was on hold for over two hours and got cut off. My reservation was 4/2-5/20, I just want a full refund or a credit so I can used this ticket at a later time when COVID-19 has gotten under control. I also tried to email Expedia and I haven't heard from them.
Expedia.com Response
• May 08, 2020
May 8, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her package
reservation. Our records indicate that on March 3, 2020, Ms.,
or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary ***.
Travel is with ***, departing on April 2, 2020, returning on April 5, 2020,
from Seattle, WA to Las Vegas, NV. The hotel reservation was for *** Las Vegas, with a check-in date of April 2, 2020, and a check-out
date of April 5, 2020. We understand she is requesting a refund and/or credit
of her unused package reservation. Upon receipt of
the complaint, we can confirm that *** has issued Ms. a credit
equal to the value of her flight booking. The flight credit received is the best possible solution
under these unprecedented circumstances, and *** has agreed to waive
all change fees associated with the reservation.As for the hotel portion of the package, we were unable
to obtain a refund approval for the reservation, as the hotel property is currently closed in
accordance to the Nevada Governor’s order for a statewide closure. We recommend
Ms. contact our service desk at a later time for further assistance
with the refund request. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Car rental was not as described. I was informed the car would be delivered to Burbank Airport for pick up. I was pressured to get into a car to travel to a car rental lot in an outdated and unsafe car. The car company is not "*** Rental" as agreed to on the contract with Expedia. The car that was originally agreed to be rented; economy 2 or 4-door car, *** or similar. Car provided was an unsafe car from 2000, which was promised to be ok until our original reserved car arrived the following day. Fuel in the car was not full. Car was returned after it broke down within an hour and traveling less than a total of 5 miles. The owner is degrading, put us in a harmful situation, lied, and creating ongoing stress over the situation. Now knowing all the other fictitious business names, you can see many of others have gone through the same situations as proof.
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 car reservation. Our
records reflect a five day car rental from *** Rental picking up on
October 31, 2019. We understand Ms.
*** is requesting a refund of $513 due to the service of the staff and
condition of the car rented.Upon
checking, Expedia has not received a call from Mr. in regards to this
complaint. We were unable to assist the customer during the time the issues
occurred. We have reached out to *** Rentals, however there was no
response. The amount originally quoted for the rental was $163.88 and Mr.
is requesting a refund for $513. An attempt was made to the customer to reach a
possible resolution, unfortunately the
call went to voicemail. We apologize
for the experience Mr. received by *** Rental and so a future
travel coupon has been added to the Expedia account for $50. The coupon is
valid for a pay-now hotel reservation, and will expire on June 30, 2021.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 08, 2020
Complaint: ***
I am rejecting this response because: Thank you for reaching back out. I made numerous calls to Expedia that I was told were recorded. There has been a charge of $513 to our credit card. This a very fraudulent company Expedia recommended to us. As stated before, we were harrassed by the owner, lied to, put in extreme danger with an unsafe car, and charged $513 after returning the car within the same day. I was told I was renting a car from "*** Rental" with my Expedia reservation, NOT "*** Rental". Now that we know the real name of the company AFTER arriving to the facility, please *** "*** Rental." You will find out how bad this company is. I would've done the research and avoided all this if Expedia provided the correct information.
Please see the attachment for charge. Also my apologies I was on another call when you called. Unfortunately you didn't leave a phone number I can call you back on. Please feel free to call 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 Mr. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns.We have contacted the customer and concluded to refund the $513.00
for the experience that he received at the time of the car rental. The coupon
amount of $50.00 has been deactivated as the full refund has been processed. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I booked a flight through expedia.com for travel to Italy on 4/9/2020, the flight (*** airline) got cancelled due to Covid19, but instead of providing me a full refund, expedia only provided me with airline credit, which has to be used by Dec 30 2020.
I chatted with expedia customer repsentative, even though Department of Transportation has specifically released guidance that airline need to provide full refund for cancelled flight, expedia still refused to provide me with a full refund.
my case number with expedia.com is *** and below is reply I got from expedia
below are the details of feedback from expedia with a case number ***
"Dear Expedia Customer,
Thank you for contacting Expedia about your cancel request from *** Airlines.
You have a credit for two passengers, 442.25usd value, total of 1475.55usd value to be used with *** Airlines. Please note this credit is issued in the following names, *** and reissue must be completed on flights departing before December 30, 2020 (return cannot be later than this date also). Please note *** Airlines charges an exchange fee of 135.00usd per passenger at the time of rebooking.
We understand that you have requested for a refund and wanted to view the conversation of our previous agent and the airline. Unfortunately I have been advised that we are unable to disclose any information or conversations with our agents and the airline. However future travel credit is the only option we can offer, we do value you as a loyal customer and hope to do business with you again soon.
To use this credit, please call us at 1-800-EXPEDIA and reference case number ***.
Thank you for choosing Expedia.
Expedia Customer Service Team
Enrique Woods"
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 flight reservation. Our records reflect a multi city fare with *** Airlines departing Los Angeles,
CA to Venice, Italy on April 9, 2020, and Rome, Italy to Los Angeles, CA on
April 18, 2020. We understand *** is requesting a
refund of the flights instead of future travel credit.*** is
offering future travel credit within the validity date from the time the tickets
were issued. Mr. will have until January 10, 2021 to re-book new travel for
each passenger on record. Change fees will be waived by the airline, while fare
difference may apply.On March
30, 2020 *** airlines cancelled flight operations for the outbound flight. Expedia
has reached out to *** and was advised a refund can be requested via email due
to the cancellation, however response is delayed due to the amount of requests.We have made
a request on behalf of Mr. for a refund. An Expedia representative will
contact the customer directly via email when a response has been received from
***. Please be aware refunds are subject to airline approval.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 attempted to contact Expedia for a refund. Expedia Customer service members have hung up many times or transfer my calls and hung up. I have attempted to reach Expedia through emails. I have not been successful getting a full refund. We decided to check out the resort due to possible exposure of the virus at the resort. The resort refunded our resort fee and agree wave any charges.
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 four night stay at ***, checking in on March 7, 2020. We understand is requesting
a refund for the unused nights.Expedia
must contact the hotel to receive a refund waiver on the unused nights as the
hotel charged the full amount for the reservation. Unfortunately the hotel is
closed until May 30, however an email has been sent to request a refund for the
customer.An Expedia
representative will contact the customer directly when we receive a response
from the hotel.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 reservation for March 17-21 was changed to a later date now that I see covid-19 is here for the long run I decide to cancel rather be safe than sorry. Expedia is not doing anything to help me out they said they would get back to me in 4 weeks
My flight was cancelled by the airline. I am a healthcare employee prohibited from travel. Expedia will not respond to my request for refund. I spoke with a representative over a week ago who told me to expect full refund. Now the system doesn't recognize my itinerary number. The "chat" automated says no refund due? I think they stole my money. Due is $690.63. Did I lose?
Expedia.com Response
• May 06, 2020
May 6, 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. states she has had a problem communicating with Expedia and is looking for a refund.
Our records indicate on September 27, 2019, Ms. or an authorized user of the account self-booked a roundtrip flight on *** Airlines departing on March 25, 2020 from Houston, TX, USA to Frankfurt, Germany and returning on April 2, 2020 along with the Flight Protection Plan via ***.
We can confirm on March 24, 2020, the customer called to get a refund. Our representative verified the flight and processed the refund for $648.63. Our representative also processed a refund for the protection for $42.00.
On March 26, 2020, an Expedia representative reworked the refund request by calling *** Airlines and verifying the ticket was eligible for a full refund.
After further review on May 6, 2020, Expedia was able to verify the *** Airline record that the ticket status was refunded as of April 4, 2020. The refund will be issued to the original card that was charged. Since *** Airline processed the charge, they’ll determine the exact refund timeline. If you have questions, we’d recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I had purchased a trip in August of 2019 to go to New York the week of March 17-21 2020. I purchased the insurance for the trip. About 5 days before the trip, the Covid-19 began to take off and it was advised not to go to New York. I tried contacting Expedia immediately to either cancel my trip or move the dates to later in 2020 when it was safe to travel again. I called Expedia over 20 times and have not been able to get through, the only time I was able to get through they put me on hold when I made the request about the trip.
I filed a dispute with my credit card company (USAA) and they have not been able to get a hold of Expedia either, I cannot get the funds back and we never went on the trip.
I called the airline and hotel and they would have refunded me but no one could get a hold of Expedia to handle any changes. As of 4/5/2020 I was still not able to get a hold of Expedia to refund or change the trip we could not take due to Covid-19.
Expedia.com Response
• May 06, 2020
May 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package reservation. We understand Ms.
*** is requesting for a full refund of her reservation due to the Coronavirus outbreak.
Our records indicate that on August 11, 2020, Ms. N ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for four travelers. Departure on *** Airways for March 17, 2020 from Orlando, Florida to New York,
Florida returning on March 21, 2020 with stay at the ***, New York and added Travel Protection Vacation Waiver.
Upon review we verified that Ms.’s reservation has been processed on April 28, 2020; for the total amount of $1,665.94. The time it takes the refund
to post to her account varies, depending on the time it takes the airline and your credit card company to process refunds. While we regret that Ms.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence TeamTell us why here...
Customer Response
• May 06, 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.
We booked a flight for a trip coming up this week due to fly April 11-18th. I have called Expedia about 20 times, hold times are so grossly unacceptable. Literally 5-7 hours and they basically hang up on you once you are on hold too long. Chat online is not working either. They have issued me a CREDIT with ***, but the problem is, this same trip I am rebooking, *** does not fly the day/time I need. So I can't fly *** on my rescheduled trip. I have no plans to fly anywhere else and can't afford to pay for a whole new flight, I need to use this money for that. I want a credit to my credit card asap instead of a voucher for ***. I need to take care of this asap as my flight needs to get booked for my new trip. Expedia will not pick up the phone or online chat, it is just a runaround and I've tried to send them messages about this with no response. Please help. I appreciate it, time is of the essence for booking this new flight.
Customer Response
• Apr 09, 2020
Hello! My complaint has been resolved in a matter satisfactory to me. The refund was given that I asked for, not by Expedia, but by *** Airlines. Happy, thanks!
Airways (coded flight) which is operated by *** Airlines was cancelled (flt. date 19JUL20), Expedia will not refund my tickets.
Upon learning my *** Airways - *** coded flight, operated by *** Airlines - *** was canceled, I called *** to confirm this. *** (Anne, Phoenix Call Center) apologized and said that I was due a full refund for our 3 tickets. I then called , as the ticket was issued on their airline ticket stock. They apologized also, and said I was due a full refund (David in the UK Call Center). But I would have to get the travel agency that issued the ticket to process the refund, this being "Expedia". After dozens of calls and hours waiting on hold, they insist that the airline will only give me a voucher for future travel, sed on their "Corona Virus" irregularity guidelines. I said that those guidelines are for passengers that do not wish to travel, my flight has been cancelled, and the *** cancelled flight guidelines will apply, as per their website and the staff that have confirmed this with me. Expedia either does not want to, or is unable to process this refund.
Expedia.com Response
• May 07, 2020
May 7, 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 *** Airways departing New
York, NY to Zagreb, Croatia on July 10, 2020, and returning July 19, 2020 from Dubrovnik,
Croatia. We understand Mr. is requesting a
refund for the cancelled flights.On April
5, 2020, *** Airways cancelled flight operations from Dubrovnik to
London on July 19. An option to refund the ticket has been authorized by ***
Airways and initiated by Expedia. An Expedia representative will contact
Mr. directly via email when the tickets have been successfully 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
Customer Response
• May 08, 2020
Complaint: ***
I am rejecting this response because: I have already been told by someone else at Expedia almost one month ago that my refund has been approved, but have yet to receive my refund (I did get a refund of $8.70 back from Expedia, but have yet to receive the balance of $2427.75). It's amazing how they can take your money by running your credit card in less than 30 seconds, but it takes them months to give it back. This complaint will be vindicated when the funds are credited to my account.
Note: Expedia references that the *** portion of itinerary was cancelled on April 5th, but the *** operated (*** coded) *** portion of the itinerary was cancelled long before the *** segments were cancelled. And I spent approx. 20 hours speaking with agents or on hold with Expedia, plus additional the time I spent on the phone with *** and . The fact is (as has also been reported in the news), the airlines are trying to keep travelers money, and are trying to only give travel vouchers for future travel. And many travel agencies, like Expedia, have a difficult time getting their clients money ck, which is their responsibility.
Sincerely
Expedia.com Response
• May 12, 2020
May 12, 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 Mr.
*** 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 10, the refund has been processed and Mr. can
expect a refund from the airlines. Refunds may be delayed due to the current
Covid-19 pandemic. An email with said information has been sent to Mr. on
May 10. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 13, 2020
Revdex.com:I have reviewed the response made by the business in reference to complaint ID, and I accept their response, but this complaint should not be closed until I receive the full refund deposited in my account. I'm not sure why it took Expedia until May 10th to "process" my refund. I'm not even sure what this "process" means, as I was told by an Expedia supervisor from the Philippines on April 14th that my refund was approved with *** and the funds should appear on my statement between 4-10 weeks. Is it 4-10 weeks from April 14th, or is it from May 10th? Either way, this level of service in unacceptable.Sincerely, ***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I booked a trip to Sorrento, Italy using Expedia.com on 9/17/2019 for travel dates: 4/8/2020-4/15/2020. Re: Expedia Itinerary #: *** and Expedia Booking ID: *** Due to the COVID 19 pandemic both airlines *** and *** Airlines have since cancelled the flights and issued a "travel credit" to be used in 1 annual year. On 4/5/2020, at 8:00 am, I contacted Expedia and informed them that I would like a full refund of the cost of the trip (total amount $4,335.09) due to the COVID 19 pandemic citing the *** States "did not want Americans traveling abroad and the CDC warnings." I also reiterated that both flights were cancelled by both airlines. I, also, pointed out that bought "travelers insurance" and a "vacation waiver" through Expedia.com and "that should protect me from this unprecedented event." I spoke to a representative named, "Drake," who cited *** Airlines was not issuing refunds at this time and only offered a "flight credit." Since *** Airlines had a partnership with Expedia.com and *** Airlines, my flight credit was in the amount of approximately $2,400.00 and my travel insurance was not "honored." I was issued only a refund for the hotel in the amount of $1633.17 on 4/5/2020 by Expedia.com. I believe this is disreputable business practice by Expedia.com. For one, I bought "travelers insurance," so I feel duped by paying extra for a "service did not protect my rights as a consumer." Secondly, Expedia.com is blaming *** Airlines, however I contacted *** Airlines and they said ultimately it was up to Expedia since they are the 3rd party travel vendor I bought the travel package from the onset. My third example, is I contacted Expedia.com on 3/28/2020 and was told I could cancel the trip for a full refund, however *** Airlines would charge my credit card a $300.00 cancellation fee since they did not honor my travelers insurance and was advised to wait until 3 days before the trip to cancel only to have a less result.
Expedia.com Response
• May 06, 2020
May 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines
departing New
York, NY to Naples, Italy on *** Airlines on April 8, 2020, returning
April 15, 2020 on *** Airlines for four Adults. And an Expedia Vacation Waiver. We understand Mr. is requesting a full refund due to the
Covid-19 pandemic.On March 21, 2020, *** Airlines cancelled flights from Naples,
Italy to Munich, Germany on April 15. The cancellation allows for a refund by the
airlines using their flex policy. The amount
of $2485.92 has been processed by Expedia. Refund timing may take up to 30
business days to reflect to the original form of payment used. Unfortunately
the Vacation Waiver cannot be processed for refund.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a vacation with this company before all the COVID-19 stuff blew up. I booked the room only to find out later that it is nonrefundable, this was not said to me before I booked it. My husband is not working, we have no money, I need to cancel my trip & get a refund. Expedia will not even answer my calls saying I must wait until 72 hours before my plans. They tricked me by not listing until after I had booked the room that it was completely refundable. They are not even trying to help their customers during this unprecedented event.
Expedia.com Response
• May 06, 2020
May 6, 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 hotel reservation.
Our records indicate on February 14, 2020, Ms. or an authorized user of the account self-booked a five night stay at ***, checking in on May 24, 2020 and checking out on May 29, 2020 along with the Hotel Booking Protection via ***.
We can confirm on April 24, 2020, the customer called and requested a refund. She stated she received an email with a voucher. Our representative advised her to follow the instructions on the email. The customer wanted a refund but was advised that Expedia is not allowed to offer a refund since the voucher option was given by the hotel. The customer stated she will call the insurance provider.
On April 25, 2020, our representative emailed the hotel asking if they would refund the customer for the reservation.
On April 26, 2020, the customer called to confirm the booking status. Our representative explained that the reservation was previously cancelled and referred her back to her email since she is voucher eligible. Our representative emailed the customer advising the hotel reservation was non-refundable.
After further review on May 6, 2020, Expedia was able to verify the hotel reservation was non-refundable and the hotel has not responded to our email from April 25, 2020. Expedia verified the cancellation confirmation email was sent to the customer via the Expedia account. Since the customer accepted the voucher and Expedia has no control over changing the offer she accepted. The customer needs to follow the instruction in the email regarding the voucher .
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 07, 2020
Complaint: ***
I am rejecting this response because:
in this unprecedented event with covid19, I have had to call Expedia several times and they have not made anything easy. Their blatant disregard for customers during this time should be unacceptable by any valuable business. They never give a straight answer to any questions and further complicated matters every chance they got. I will never be using Expedia or any of their affiliates again and will tell everyone I know not to use them. There was no way to predict these events and in these uncertain times, Expedia has clearly not behaved in a professional reputable manner.
My itinerary number is ?***? and if I don’t get a full refund for my flight and hotel that have been canceled you will be hearing from my attorney.... be prepared for a class action lawsuit because I have hundreds of other customers experiencing the same issue!
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund.
Our records indicate on January 22, 2020, an Expedia representative booked Mr. *** two roundtrip flights on *** departing on May 13, 2020 from New York, NY to Ontario, CA and returning from Los Angeles, CA to New York, NY on May 17, 2020, along with a four night hotel stay *** via ***. The Expedia representative also booked Mr. *** two roundtrip flights on *** departing on May 13, 2020 from New York, NY to Los Angeles, CA and returning on May 17, 2020, via ***.
We can confirm on January 22, 2020, the customer called in the change the reservation. Our representative advised the reservation could be voided. Our representative offered to rebook and cancel the reservation. Our representative advised of the void policy and the customer was okay. The representative voided the flight reservation on itinerary ***.
On March 7, 2020, the customer called to cancel the hotel reservation on itinerary ***. Our representative contacted the hotel and was advised it was okay to cancel the reservation without penalty.
On March 18, 2020, *** updated the flight for itinerary *** and it was cancelled. Expedia emailed the cancellation confirmation to the Expedi account.
After further review on May 7, 2020, Expedia was able to verify that the flight reservation on itinerary *** was voided on January 22, 2020. The refund of $629.98 went through the bank system on January 22, 2020. The hotel refund for $1,567.42 was processed on April 30, 2020. The refund should appear within the next two bill cycles. *** has changed the ticket status on itinerary *** to refund and they should be processing the refund to the original card charged. Since *** processed the charge, they’ll determine the exact refund timeline. If you have questions, we’d recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on both itineraries. Additionally, at the time of booking Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
My itinerary number is Itinerary # ***
This reservation was canceled. The hotel was refunded, but the flight was not. I have been trying to speak with some via expedia and I will not be allowed to speak with someone until I am within 72 hours of travel. I was told to go through *** and *** sent me back to expedia to obtain a refund for my flight. I want my money back as I was only refunded $385 dollars out of $4429.50 that I am due. I want my money back ASAP and Expedia is not providing service fairly. My flight is already canceled now return my money. *** won't do it!
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund.
Our records indicate on September 15, 2019 , an Expedia representative booked Mr. *** two roundtrip flights on *** Airlines departing on June 21, 2020 from Washington, DC, USA to Rome, Italy and returning on July 2, 2020, along with a two night hotel stay at *** via ***.
We can confirm on April 13, 2020 , the customer called to get the refund for the flight reservation. The customer wanted to waive the cancellation fee of $500 per person and get refund. Our representative reviewed *** Airline website and cannot waive the cancellation fee.
After further review on May 7, 2020, Expedia was able to verify the reservation was cancelled on April 13, 2020 and $398.91 was refunded for the hotel along with $3,429.50 for the flights. The flight refund amount was less $500 per person as the customer was advised of. The refund will appear on the *** card within 30 days from the date of processing.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I’ve booked two different trip with Expedia. One was for the end of January and the other one was the end of February. Both trip was for traveling to Asia. I decided to cancelled the trip due to the corona virus that was going on. They charge me a $400 cancellation fee for each trip. So I’m total my cancellation fee was $800. I find it unbelievable that at times like this they are not willing to budge the cancellation fee. So I cancelled both trips and took whatever refund I can. And after speaking with some friends they told me that a lot of travel agency were pretty lenient with the cancellation fee. I don’t know why Expedia wouldn’t do it. Such a disappointment. $800 dollars at times like this is a lot to me since my city is on a lock down. I tried contacting them again and they told me there is nothing they can do. When every company is either offering credits or will fully refund Expedia won’t budge. Shows how much they care about their customers health and safety.
Expedia.com Response
• May 06, 2020
May 6, 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 flight reservations. Our records reflect two round-trip fares with *** Airways
departing New
York, NY to Taipei, Taiwan on February 9, 2020, returning February 24, 2020 on
itinerary ***.
And New York, NY to Tokyo, Japan on February 27, 2020, returning March 7, 2020
on itinerary *** We understand is requesting
a refund of $800.00 for the cancellation fees charged.Expedia
has advocated Ms.’s request to the airline and was advised they had no flex
policy in place for the reservations that have been cancelled. The airlines
have denied to refund the cancellation penalties of $400.00 for each itinerary.Expedia acts
as a intermediary third party agency and will be unable to provide refunds for the cancellation
fees imposed by the airlines as stated in the confirmation email as follows:"We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you."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
Multi attempts to contact Expedia to use the trip insurance we purchased to get a full refund but the company never answered and kept discon on phone
I purchased a trip to Las Vegas on March 1st for myself and 3 other travellers. The trip included both Air and Hotel. I also purchased trip insurnace/cancellation waiver from Expedia. I was able to sucessfully cancel the hotel online but I recieved no correspondence from Expedia by email, social media or phone. Every time I would call, I would wait in excess of 3 hours and then would be disconnected. I simply want communication from Expedia to file on the trip insurance that I purchased and have my trip refunded to me. I feel that Expedia avoiding speaking with customers in order to not have to refund money.
Expedia.com Response
• May 06, 2020
May 6, 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 Jackson,
MS to Las Vegas, NV on April 3, 2020, returning April 6, 2020. And two
rooms for three nights at *** Las Vegas with an Expedia Vacation
Waiver. We understand Mr. is
requesting a refund of $2243.72 and an Expedia representative to call
him.On March
26, 2020 the hotel reservation was cancelled and a refund processed for a total
of $1320.12 to the original form of payment used. ***
Airlines has extended future travel credit to Mr.. New travel must commence
by March 1, 2022. The airlines will be waiving any change fees while fare
difference may apply. Unfortunately we are unable to process a refund for the
Vacation Waiver. A call was
made to Mr., however it went to voicemail. A message was left advising
to give Expedia a call if he has any further questions and reference case number ***. The customer must call
Expedia when ready to book new travel with *** 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
Last January I used Expedia to purchase two tickets to fly to Lima, Peru, via Toronto, Canada. You all know what happened later, due to the pandemic, Peru closed its borders, *** stopped flying to Peru.
I tried to get a hold of Expedia and they kept sending me from one'counter' to another 'counter' and got no answer or solution. *** referred me to Expedia. So I went back to EXPEDIA and attempted to cancel reservations via their website. They will cancel reservations if I agreed to get a credit. After all their lousy service, they want me to accept a credit? No way Jose. They also asked me to wait 72 hours before departure to contact them. I did. The result a barrage of texts and emails telling me to do this and that. I hope my *** solves this impasse.
PS. I DO understand that in regular times if you buy a ticket via EXPEDIA and you decide to cancel after 24 hours of purchase, you are stuck. Expedia will only give you a credit for future use...
May 8, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that c is requesting a refund of $1158.68.
Our records indicate on December 12, 2019, Mr. an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on April 8, 2020 from Toronto, ON, Canada to Lima, Peru and returning on April 17, 2020 via ***
We can confirm on April 7, 2020, Expedia emailed the customer advising, ‘Please note that cancellation can only be made in adherence to the supplier’s policy. In this case, the whole booking value $554.34 per person, can be used as airline credit for future flight.”
After further review on May 8, 2020, Expedia confirmed *** COVID19 policy states you may keep the remaining value of your ticket for future travel, which is valid for travel that must be completed within 24 months of your flight cancellation date (March 21, 2020). The cancellation fee will be waived when rebooking your travel. The customer will need to contact our Customer Service Department at 877-*** when the exchange and rebooking needs to be completed.
We understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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, Mr. 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
Complaint: ***
I am rejecting this response because: the circumstances of my cancellation were beyond my control.
a) Peru's government had a quarantine and no foreign travel allowed into the country.
b *** cancelled all flights to the country of Peru until sometime in June 2020
c)When I tried to contact ***, their response was: contact EXPEDIA.
d) I was fortunate to contact on 04/06/2020 at about 9:00 and I was assured that because my flight was cancelled, my refund will take 30 days. They recognized my trip was cancelled.
e) In the interim I have gotten a slew of text messages and emails from Expedia telling me anything but the weather.
f) my cancellation was beyond me, it was not a capricious one.
Sincerely
Expedia.com has consistently been unwilling to accept any customer service calls unless you were supposed to travel within 72 hours. While this is unacceptable, upon calling during my appropriate travel window, I waited on hold for outrageous amounts of time (over one hour) multiple times and instead of being connected to a customer service representative, the phone call was disconnected each and every time. Since I booked my flight and hotel through expedia, a third party, the airline and hotel are refusing to speak to me and insist I must consult with expedia about any refunds.
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 of $1720.16.
Our records indicate on February 21, 2020, Ms. an authorized user of the Expedia account self-booked two roundtrip flights on *** departing on April 10, 2020 Newark, NJ to ***, Iceland and returning on April 15, 2020 along with a four night stay at *** Hotel by *** and shared shuttle service via ***.
We can confirm on March 23, 2020, the customer cancelled the reservation online. The cancellation created a refund of $123.00 for the shared shuttle service, a future travel credit of $681.45 per ticket for the flight reservation and the hotel was non-refundable, so no refund or credit was created.
On April 8, 2020, the customer called and inquired about the credit. Our representative advised her that she would need to rebook the flights by December 31, 2020; must be for the same passenger, same airline and the change fee would be waived any increase in fare customer would be responsible for. Our representative contacted the hotel and they advised they would not charge a penalty for the cancelled reservation and authorized Expedia to issue a refund. Our representative issued the refund for $234.26.
After further review on May 8, 2020 – Expedia has been able to confirm *** COVID policy. Their policy states re-book/reissue within the original ticket validity, which is one year from original date of issue (February 21, 2020) 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.
We understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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 paid Expedia.com back in December 13, 2020 for a trip to Paris, Venice and Madrid, including airfare and hotel accommodations:
Itinerary # ***
Itinerary # ***
easyJet booking reference: ***
This trip was booked for July 17 through August 1, 2020. Having current Covid-19 situation going on in the whole world and specially in Europe and in those cities where my vacation would take place, I decided to postpone or even to negotiate any kind of agreement with them. Expedia did not offer any option and cancelled my whole booking denying any refund or possible voucher for a later trip. My family and I have been saving for several years for this vacation and now we do have a trip and any money back either.
I fully understand that booking is not refundable; however, Expedia must also understand that we are living a pandemic causing thousand of deaths everyday and they will not pay for my hospital bills or funerary cost if I or my family get sick going to those countries.
I processed a formal dispute with my credit card already, but business practices and values most likely will prevail arguing non-refundable booking.
I kindly ask for your help because we are talking about $6,850 USD that were very hardly earned.
Thanks in advanced for you help and time.
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 Mr. *** , Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund for two itineraries totally $6850.00.
Our records indicate on December 12, 2020, Mr. an authorized user of the Expedia account self-booked four roundtrip flights on *** Airlines departing on July 17, 2020 from Portland, OR to Paris, France, and returning on August 1, 2020 along with a five night stay at the *** – *** via ***.
Our records also show on December 12, 2020, Mr. an authorized user of the Expedia account self-booked four roundtrip flights on *** departing on July 27, 2020 from Venice, Italy to Madrid, Spain, and returning on July 31, 2020 along with a four night stay at the Roisa Suites via ***.
We can confirm on April 1, 2020, Expedia received a chargeback for $4781.15 (itinerary ***) and a chargeback for $388.93 (itinerary ***).
On April 7, 2020, the customer called in our representative advised Expedia received a dispute - chargeback. The customer advised the reservation was cancelled. Our representative verified there was no flex policy for the cancellation (***). Cancellation email was emailed to the email address on file advising the hotel reservation has been canceled and was non-refundable.
After further review on May 8, 2020, Expedia has been able to confirm the customer has disputed the charges for the two itineraries. Since the amount has been disputed with the customer financial institution, the customer financial institution has precedence over this matter and will further investigate and advise the customer accordingly.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I booked 3 tickets through Expedia for a *** flight departing Charlotte NC in April 9, 2020, and arriving in Bengaluru April 10, 2020. It was a round trip ticket. I called *** on April 6, 2020, asking if I could get a full refund on my tickets due to Covid-19 restrictions. *** told me all their flights were cancelled and I can receive full refund. They hadn’t charged Expedia the money for the flight due to flight cancellations and I should contact Expedia to get my refund. When I finally get through to Expedia after several attempts, they tell me as per the policy given by ***, I can only receive an airline credit or charged a cancellation fee to receive a full refund. I plead you to resolve this case as all airlines are giving full refunds on cancelled flights due to covid-19 but Expedia has been extremely unhelpful here and are not giving me my money back. I spent $4,200 on these tickets to visit I Dia for my grandma’s funeral and have no intention of traveling next year for the same purpose. I appreciate all your help to resolve this. Thank you.
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 flight reservation. Our records reflect a round-trip fare with *** Airlines
departing Charlotte,
NC to Bengaluru, India on April 9, 2020, and returning April 18, 2020. We understand Ms. is requesting refund due to the Covid-19 pandemic.On March 13,
2020, The airlines made a schedule change allowing for a complete refund. We
contacted *** and was advised they will process the refund on their end and
send confirmation to the customer directly. Expedia was advised refund timing
is delayed due to the amount of requests they currently have. Ms. can
expect a full refund from ***.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 a trip planned May 10th, my airline canceled, my cruise cancel and my car canceled. All gave me my refund even if its unrefundable since this is an act of God and is not my fault that travel is suspended. Expedia should give me a credit or refund.
Why should they make money on someone elses grief I know that it said non refundable but these are extrodinary times
Please help me
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 one night stay at the ***
*** checking in on May 9, 2020 for two adults. We understand Ms. is requesting a refund or credit due to travel
restrictions.The room purchased
is non-refundable and non-changeable without a full penalty equal to the full
amount paid, however the hotel has agreed to withhold any penalty for
cancellations. A refund
has been processed by Expedia for the amount of $233.64. And 477 Expedia reward
points have been returned to Ms.’s account. Refund timing may take up
to 30 business days to reflect to the original form of payment.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a flight and hotel reservation through Expedia March 3, 2020. Due to the COVID-19, the hotel is closed and the airlines cancel my flight. I tried calling Expedia multiple times and I never got through I was on hold for over two hours and got cut off. My reservation was 4/2-5/20, I just want a full refund or a credit so I can used this ticket at a later time when COVID-19 has gotten under control. I also tried to email Expedia and I haven't heard from them.
May 8, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her package
reservation. Our records indicate that on March 3, 2020, Ms.,
or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary ***.
Travel is with ***, departing on April 2, 2020, returning on April 5, 2020,
from Seattle, WA to Las Vegas, NV. The hotel reservation was for *** Las Vegas, with a check-in date of April 2, 2020, and a check-out
date of April 5, 2020. We understand she is requesting a refund and/or credit
of her unused package reservation. Upon receipt of
the complaint, we can confirm that *** has issued Ms. a credit
equal to the value of her flight booking. The flight credit received is the best possible solution
under these unprecedented circumstances, and *** has agreed to waive
all change fees associated with the reservation.As for the hotel portion of the package, we were unable
to obtain a refund approval for the reservation, as the hotel property is currently closed in
accordance to the Nevada Governor’s order for a statewide closure. We recommend
Ms. contact our service desk at a later time for further assistance
with the refund request. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
Car rental was not as described. I was informed the car would be delivered to Burbank Airport for pick up. I was pressured to get into a car to travel to a car rental lot in an outdated and unsafe car. The car company is not "*** Rental" as agreed to on the contract with Expedia. The car that was originally agreed to be rented; economy 2 or 4-door car, *** or similar. Car provided was an unsafe car from 2000, which was promised to be ok until our original reserved car arrived the following day. Fuel in the car was not full. Car was returned after it broke down within an hour and traveling less than a total of 5 miles. The owner is degrading, put us in a harmful situation, lied, and creating ongoing stress over the situation. Now knowing all the other fictitious business names, you can see many of others have gone through the same situations as proof.
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 car reservation. Our
records reflect a five day car rental from *** Rental picking up on
October 31, 2019. We understand Ms.
*** is requesting a refund of $513 due to the service of the staff and
condition of the car rented.Upon
checking, Expedia has not received a call from Mr. in regards to this
complaint. We were unable to assist the customer during the time the issues
occurred. We have reached out to *** Rentals, however there was no
response. The amount originally quoted for the rental was $163.88 and Mr.
is requesting a refund for $513. An attempt was made to the customer to reach a
possible resolution, unfortunately the
call went to voicemail. We apologize
for the experience Mr. received by *** Rental and so a future
travel coupon has been added to the Expedia account for $50. The coupon is
valid for a pay-now hotel reservation, and will expire on June 30, 2021.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: Thank you for reaching back out. I made numerous calls to Expedia that I was told were recorded. There has been a charge of $513 to our credit card. This a very fraudulent company Expedia recommended to us. As stated before, we were harrassed by the owner, lied to, put in extreme danger with an unsafe car, and charged $513 after returning the car within the same day. I was told I was renting a car from "*** Rental" with my Expedia reservation, NOT "*** Rental". Now that we know the real name of the company AFTER arriving to the facility, please *** "*** Rental." You will find out how bad this company is. I would've done the research and avoided all this if Expedia provided the correct information.
Please see the attachment for charge. Also my apologies I was on another call when you called. Unfortunately you didn't leave a phone number I can call you back on. Please feel free to call 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 Mr. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns.We have contacted the customer and concluded to refund the $513.00
for the experience that he received at the time of the car rental. The coupon
amount of $50.00 has been deactivated as the full refund has been processed. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I booked a flight through expedia.com for travel to Italy on 4/9/2020, the flight (*** airline) got cancelled due to Covid19, but instead of providing me a full refund, expedia only provided me with airline credit, which has to be used by Dec 30 2020.
I chatted with expedia customer repsentative, even though Department of Transportation has specifically released guidance that airline need to provide full refund for cancelled flight, expedia still refused to provide me with a full refund.
my case number with expedia.com is *** and below is reply I got from expedia
below are the details of feedback from expedia with a case number ***
"Dear Expedia Customer,
Thank you for contacting Expedia about your cancel request from *** Airlines.
You have a credit for two passengers, 442.25usd value, total of 1475.55usd value to be used with *** Airlines. Please note this credit is issued in the following names, *** and reissue must be completed on flights departing before December 30, 2020 (return cannot be later than this date also). Please note *** Airlines charges an exchange fee of 135.00usd per passenger at the time of rebooking.
We understand that you have requested for a refund and wanted to view the conversation of our previous agent and the airline. Unfortunately I have been advised that we are unable to disclose any information or conversations with our agents and the airline. However future travel credit is the only option we can offer, we do value you as a loyal customer and hope to do business with you again soon.
To use this credit, please call us at 1-800-EXPEDIA and reference case number ***.
Thank you for choosing Expedia.
Expedia Customer Service Team
Enrique Woods"
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 flight reservation. Our records reflect a multi city fare with *** Airlines departing Los Angeles,
CA to Venice, Italy on April 9, 2020, and Rome, Italy to Los Angeles, CA on
April 18, 2020. We understand *** is requesting a
refund of the flights instead of future travel credit.*** is
offering future travel credit within the validity date from the time the tickets
were issued. Mr. will have until January 10, 2021 to re-book new travel for
each passenger on record. Change fees will be waived by the airline, while fare
difference may apply.On March
30, 2020 *** airlines cancelled flight operations for the outbound flight. Expedia
has reached out to *** and was advised a refund can be requested via email due
to the cancellation, however response is delayed due to the amount of requests.We have made
a request on behalf of Mr. for a refund. An Expedia representative will
contact the customer directly via email when a response has been received from
***. Please be aware refunds are subject to airline approval.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 attempted to contact Expedia for a refund. Expedia Customer service members have hung up many times or transfer my calls and hung up. I have attempted to reach Expedia through emails. I have not been successful getting a full refund. We decided to check out the resort due to possible exposure of the virus at the resort. The resort refunded our resort fee and agree wave any charges.
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 four night stay at ***, checking in on March 7, 2020. We understand is requesting
a refund for the unused nights.Expedia
must contact the hotel to receive a refund waiver on the unused nights as the
hotel charged the full amount for the reservation. Unfortunately the hotel is
closed until May 30, however an email has been sent to request a refund for the
customer.An Expedia
representative will contact the customer directly when we receive a response
from the hotel.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 reservation for March 17-21 was changed to a later date now that I see covid-19 is here for the long run I decide to cancel rather be safe than sorry. Expedia is not doing anything to help me out they said they would get back to me in 4 weeks
My flight was cancelled by the airline. I am a healthcare employee prohibited from travel. Expedia will not respond to my request for refund. I spoke with a representative over a week ago who told me to expect full refund. Now the system doesn't recognize my itinerary number. The "chat" automated says no refund due? I think they stole my money. Due is $690.63. Did I lose?
May 6, 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. states she has had a problem communicating with Expedia and is looking for a refund.
Our records indicate on September 27, 2019, Ms. or an authorized user of the account self-booked a roundtrip flight on *** Airlines departing on March 25, 2020 from Houston, TX, USA to Frankfurt, Germany and returning on April 2, 2020 along with the Flight Protection Plan via ***.
We can confirm on March 24, 2020, the customer called to get a refund. Our representative verified the flight and processed the refund for $648.63. Our representative also processed a refund for the protection for $42.00.
On March 26, 2020, an Expedia representative reworked the refund request by calling *** Airlines and verifying the ticket was eligible for a full refund.
After further review on May 6, 2020, Expedia was able to verify the *** Airline record that the ticket status was refunded as of April 4, 2020. The refund will be issued to the original card that was charged. Since *** Airline processed the charge, they’ll determine the exact refund timeline. If you have questions, we’d recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I had purchased a trip in August of 2019 to go to New York the week of March 17-21 2020. I purchased the insurance for the trip. About 5 days before the trip, the Covid-19 began to take off and it was advised not to go to New York. I tried contacting Expedia immediately to either cancel my trip or move the dates to later in 2020 when it was safe to travel again. I called Expedia over 20 times and have not been able to get through, the only time I was able to get through they put me on hold when I made the request about the trip.
I filed a dispute with my credit card company (USAA) and they have not been able to get a hold of Expedia either, I cannot get the funds back and we never went on the trip.
I called the airline and hotel and they would have refunded me but no one could get a hold of Expedia to handle any changes. As of 4/5/2020 I was still not able to get a hold of Expedia to refund or change the trip we could not take due to Covid-19.
May 6, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package reservation. We understand Ms.
*** is requesting for a full refund of her reservation due to the Coronavirus outbreak.
Our records indicate that on August 11, 2020, Ms. N ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for four travelers. Departure on *** Airways for March 17, 2020 from Orlando, Florida to New York,
Florida returning on March 21, 2020 with stay at the ***, New York and added Travel Protection Vacation Waiver.
Upon review we verified that Ms.’s reservation has been processed on April 28, 2020; for the total amount of $1,665.94. The time it takes the refund
to post to her account varies, depending on the time it takes the airline and your credit card company to process refunds. While we regret that Ms.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence TeamTell us why here...
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
We booked a flight for a trip coming up this week due to fly April 11-18th. I have called Expedia about 20 times, hold times are so grossly unacceptable. Literally 5-7 hours and they basically hang up on you once you are on hold too long. Chat online is not working either. They have issued me a CREDIT with ***, but the problem is, this same trip I am rebooking, *** does not fly the day/time I need. So I can't fly *** on my rescheduled trip. I have no plans to fly anywhere else and can't afford to pay for a whole new flight, I need to use this money for that. I want a credit to my credit card asap instead of a voucher for ***. I need to take care of this asap as my flight needs to get booked for my new trip. Expedia will not pick up the phone or online chat, it is just a runaround and I've tried to send them messages about this with no response. Please help. I appreciate it, time is of the essence for booking this new flight.
Hello! My complaint has been resolved in a matter satisfactory to me. The refund was given that I asked for, not by Expedia, but by *** Airlines. Happy, thanks!
Airways (coded flight) which is operated by *** Airlines was cancelled (flt. date 19JUL20), Expedia will not refund my tickets.
Upon learning my *** Airways - *** coded flight, operated by *** Airlines - *** was canceled, I called *** to confirm this. *** (Anne, Phoenix Call Center) apologized and said that I was due a full refund for our 3 tickets. I then called , as the ticket was issued on their airline ticket stock. They apologized also, and said I was due a full refund (David in the UK Call Center). But I would have to get the travel agency that issued the ticket to process the refund, this being "Expedia". After dozens of calls and hours waiting on hold, they insist that the airline will only give me a voucher for future travel, sed on their "Corona Virus" irregularity guidelines. I said that those guidelines are for passengers that do not wish to travel, my flight has been cancelled, and the *** cancelled flight guidelines will apply, as per their website and the staff that have confirmed this with me. Expedia either does not want to, or is unable to process this refund.
May 7, 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 *** Airways departing New
York, NY to Zagreb, Croatia on July 10, 2020, and returning July 19, 2020 from Dubrovnik,
Croatia. We understand Mr. is requesting a
refund for the cancelled flights.On April
5, 2020, *** Airways cancelled flight operations from Dubrovnik to
London on July 19. An option to refund the ticket has been authorized by ***
Airways and initiated by Expedia. An Expedia representative will contact
Mr. directly via email when the tickets have been successfully 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
Complaint: ***
I am rejecting this response because: I have already been told by someone else at Expedia almost one month ago that my refund has been approved, but have yet to receive my refund (I did get a refund of $8.70 back from Expedia, but have yet to receive the balance of $2427.75). It's amazing how they can take your money by running your credit card in less than 30 seconds, but it takes them months to give it back. This complaint will be vindicated when the funds are credited to my account.
Note: Expedia references that the *** portion of itinerary was cancelled on April 5th, but the *** operated (*** coded) *** portion of the itinerary was cancelled long before the *** segments were cancelled. And I spent approx. 20 hours speaking with agents or on hold with Expedia, plus additional the time I spent on the phone with *** and . The fact is (as has also been reported in the news), the airlines are trying to keep travelers money, and are trying to only give travel vouchers for future travel. And many travel agencies, like Expedia, have a difficult time getting their clients money ck, which is their responsibility.
Sincerely
May 12, 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 Mr.
*** 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 10, the refund has been processed and Mr. can
expect a refund from the airlines. Refunds may be delayed due to the current
Covid-19 pandemic. An email with said information has been sent to Mr. on
May 10. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID, and I accept their response, but this complaint should not be closed until I receive the full refund deposited in my account. I'm not sure why it took Expedia until May 10th to "process" my refund. I'm not even sure what this "process" means, as I was told by an Expedia supervisor from the Philippines on April 14th that my refund was approved with *** and the funds should appear on my statement between 4-10 weeks. Is it 4-10 weeks from April 14th, or is it from May 10th? Either way, this level of service in unacceptable.Sincerely, ***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I booked a trip to Sorrento, Italy using Expedia.com on 9/17/2019 for travel dates: 4/8/2020-4/15/2020. Re: Expedia Itinerary #: *** and Expedia Booking ID: *** Due to the COVID 19 pandemic both airlines *** and *** Airlines have since cancelled the flights and issued a "travel credit" to be used in 1 annual year. On 4/5/2020, at 8:00 am, I contacted Expedia and informed them that I would like a full refund of the cost of the trip (total amount $4,335.09) due to the COVID 19 pandemic citing the *** States "did not want Americans traveling abroad and the CDC warnings." I also reiterated that both flights were cancelled by both airlines. I, also, pointed out that bought "travelers insurance" and a "vacation waiver" through Expedia.com and "that should protect me from this unprecedented event." I spoke to a representative named, "Drake," who cited *** Airlines was not issuing refunds at this time and only offered a "flight credit." Since *** Airlines had a partnership with Expedia.com and *** Airlines, my flight credit was in the amount of approximately $2,400.00 and my travel insurance was not "honored." I was issued only a refund for the hotel in the amount of $1633.17 on 4/5/2020 by Expedia.com. I believe this is disreputable business practice by Expedia.com. For one, I bought "travelers insurance," so I feel duped by paying extra for a "service did not protect my rights as a consumer." Secondly, Expedia.com is blaming *** Airlines, however I contacted *** Airlines and they said ultimately it was up to Expedia since they are the 3rd party travel vendor I bought the travel package from the onset. My third example, is I contacted Expedia.com on 3/28/2020 and was told I could cancel the trip for a full refund, however *** Airlines would charge my credit card a $300.00 cancellation fee since they did not honor my travelers insurance and was advised to wait until 3 days before the trip to cancel only to have a less result.
May 6, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines
departing New
York, NY to Naples, Italy on *** Airlines on April 8, 2020, returning
April 15, 2020 on *** Airlines for four Adults. And an Expedia Vacation Waiver. We understand Mr. is requesting a full refund due to the
Covid-19 pandemic.On March 21, 2020, *** Airlines cancelled flights from Naples,
Italy to Munich, Germany on April 15. The cancellation allows for a refund by the
airlines using their flex policy. The amount
of $2485.92 has been processed by Expedia. Refund timing may take up to 30
business days to reflect to the original form of payment used. Unfortunately
the Vacation Waiver cannot be processed for refund.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a vacation with this company before all the COVID-19 stuff blew up. I booked the room only to find out later that it is nonrefundable, this was not said to me before I booked it. My husband is not working, we have no money, I need to cancel my trip & get a refund. Expedia will not even answer my calls saying I must wait until 72 hours before my plans. They tricked me by not listing until after I had booked the room that it was completely refundable. They are not even trying to help their customers during this unprecedented event.
May 6, 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 hotel reservation.
Our records indicate on February 14, 2020, Ms. or an authorized user of the account self-booked a five night stay at ***, checking in on May 24, 2020 and checking out on May 29, 2020 along with the Hotel Booking Protection via ***.
We can confirm on April 24, 2020, the customer called and requested a refund. She stated she received an email with a voucher. Our representative advised her to follow the instructions on the email. The customer wanted a refund but was advised that Expedia is not allowed to offer a refund since the voucher option was given by the hotel. The customer stated she will call the insurance provider.
On April 25, 2020, our representative emailed the hotel asking if they would refund the customer for the reservation.
On April 26, 2020, the customer called to confirm the booking status. Our representative explained that the reservation was previously cancelled and referred her back to her email since she is voucher eligible. Our representative emailed the customer advising the hotel reservation was non-refundable.
After further review on May 6, 2020, Expedia was able to verify the hotel reservation was non-refundable and the hotel has not responded to our email from April 25, 2020. Expedia verified the cancellation confirmation email was sent to the customer via the Expedia account. Since the customer accepted the voucher and Expedia has no control over changing the offer she accepted. The customer needs to follow the instruction in the email regarding the voucher .
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
in this unprecedented event with covid19, I have had to call Expedia several times and they have not made anything easy. Their blatant disregard for customers during this time should be unacceptable by any valuable business. They never give a straight answer to any questions and further complicated matters every chance they got. I will never be using Expedia or any of their affiliates again and will tell everyone I know not to use them. There was no way to predict these events and in these uncertain times, Expedia has clearly not behaved in a professional reputable manner.
Sincerely
My itinerary number is ?***? and if I don’t get a full refund for my flight and hotel that have been canceled you will be hearing from my attorney.... be prepared for a class action lawsuit because I have hundreds of other customers experiencing the same issue!
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund.
Our records indicate on January 22, 2020, an Expedia representative booked Mr. *** two roundtrip flights on *** departing on May 13, 2020 from New York, NY to Ontario, CA and returning from Los Angeles, CA to New York, NY on May 17, 2020, along with a four night hotel stay *** via ***. The Expedia representative also booked Mr. *** two roundtrip flights on *** departing on May 13, 2020 from New York, NY to Los Angeles, CA and returning on May 17, 2020, via ***.
We can confirm on January 22, 2020, the customer called in the change the reservation. Our representative advised the reservation could be voided. Our representative offered to rebook and cancel the reservation. Our representative advised of the void policy and the customer was okay. The representative voided the flight reservation on itinerary ***.
On March 7, 2020, the customer called to cancel the hotel reservation on itinerary ***. Our representative contacted the hotel and was advised it was okay to cancel the reservation without penalty.
On March 18, 2020, *** updated the flight for itinerary *** and it was cancelled. Expedia emailed the cancellation confirmation to the Expedi account.
After further review on May 7, 2020, Expedia was able to verify that the flight reservation on itinerary *** was voided on January 22, 2020. The refund of $629.98 went through the bank system on January 22, 2020. The hotel refund for $1,567.42 was processed on April 30, 2020. The refund should appear within the next two bill cycles. *** has changed the ticket status on itinerary *** to refund and they should be processing the refund to the original card charged. Since *** processed the charge, they’ll determine the exact refund timeline. If you have questions, we’d recommend contacting them directly.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on both itineraries. Additionally, at the time of booking Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
My itinerary number is Itinerary # ***
This reservation was canceled. The hotel was refunded, but the flight was not. I have been trying to speak with some via expedia and I will not be allowed to speak with someone until I am within 72 hours of travel. I was told to go through *** and *** sent me back to expedia to obtain a refund for my flight. I want my money back as I was only refunded $385 dollars out of $4429.50 that I am due. I want my money back ASAP and Expedia is not providing service fairly. My flight is already canceled now return my money. *** won't do it!
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund.
Our records indicate on September 15, 2019 , an Expedia representative booked Mr. *** two roundtrip flights on *** Airlines departing on June 21, 2020 from Washington, DC, USA to Rome, Italy and returning on July 2, 2020, along with a two night hotel stay at *** via ***.
We can confirm on April 13, 2020 , the customer called to get the refund for the flight reservation. The customer wanted to waive the cancellation fee of $500 per person and get refund. Our representative reviewed *** Airline website and cannot waive the cancellation fee.
After further review on May 7, 2020, Expedia was able to verify the reservation was cancelled on April 13, 2020 and $398.91 was refunded for the hotel along with $3,429.50 for the flights. The flight refund amount was less $500 per person as the customer was advised of. The refund will appear on the *** card within 30 days from the date of processing.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I’ve booked two different trip with Expedia. One was for the end of January and the other one was the end of February. Both trip was for traveling to Asia. I decided to cancelled the trip due to the corona virus that was going on. They charge me a $400 cancellation fee for each trip. So I’m total my cancellation fee was $800. I find it unbelievable that at times like this they are not willing to budge the cancellation fee. So I cancelled both trips and took whatever refund I can. And after speaking with some friends they told me that a lot of travel agency were pretty lenient with the cancellation fee. I don’t know why Expedia wouldn’t do it. Such a disappointment. $800 dollars at times like this is a lot to me since my city is on a lock down. I tried contacting them again and they told me there is nothing they can do. When every company is either offering credits or will fully refund Expedia won’t budge. Shows how much they care about their customers health and safety.
May 6, 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 flight reservations. Our records reflect two round-trip fares with *** Airways
departing New
York, NY to Taipei, Taiwan on February 9, 2020, returning February 24, 2020 on
itinerary ***.
And New York, NY to Tokyo, Japan on February 27, 2020, returning March 7, 2020
on itinerary *** We understand is requesting
a refund of $800.00 for the cancellation fees charged.Expedia
has advocated Ms.’s request to the airline and was advised they had no flex
policy in place for the reservations that have been cancelled. The airlines
have denied to refund the cancellation penalties of $400.00 for each itinerary.Expedia acts
as a intermediary third party agency and will be unable to provide refunds for the cancellation
fees imposed by the airlines as stated in the confirmation email as follows:"We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you."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
Multi attempts to contact Expedia to use the trip insurance we purchased to get a full refund but the company never answered and kept discon on phone
I purchased a trip to Las Vegas on March 1st for myself and 3 other travellers. The trip included both Air and Hotel. I also purchased trip insurnace/cancellation waiver from Expedia. I was able to sucessfully cancel the hotel online but I recieved no correspondence from Expedia by email, social media or phone. Every time I would call, I would wait in excess of 3 hours and then would be disconnected. I simply want communication from Expedia to file on the trip insurance that I purchased and have my trip refunded to me. I feel that Expedia avoiding speaking with customers in order to not have to refund money.
May 6, 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 Jackson,
MS to Las Vegas, NV on April 3, 2020, returning April 6, 2020. And two
rooms for three nights at *** Las Vegas with an Expedia Vacation
Waiver. We understand Mr. is
requesting a refund of $2243.72 and an Expedia representative to call
him.On March
26, 2020 the hotel reservation was cancelled and a refund processed for a total
of $1320.12 to the original form of payment used. ***
Airlines has extended future travel credit to Mr.. New travel must commence
by March 1, 2022. The airlines will be waiving any change fees while fare
difference may apply. Unfortunately we are unable to process a refund for the
Vacation Waiver. A call was
made to Mr., however it went to voicemail. A message was left advising
to give Expedia a call if he has any further questions and reference case number ***. The customer must call
Expedia when ready to book new travel with *** 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