My wife and I have a May trip to Yosemite Natl Park. The Park is closed due to coronavirus. I have 6 hotels paid for through expedia.com. I was able to cancel 2 for a full refund. The other 4, through the expedia virtual agent,since I cannot talk to a live person, say that the 4 hotels were paid for, at a discounted rate, and are non-refundable. The first hotel check in, is 05/10/20. Expedia says you cannot talk to a live person, unless it is 72 hrs b4 travel. I called the Hotel for a refund, but they defer me to Expedia, who took the money.
"This is a discounted rate reservation that is non-refundable. If you cancel, the hotel will charge you the full amount paid for the reservation."
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 four hotel reservations. Our records reflect a one night stay for itinerary *** at ***
*** checking in on May 11, 2020. A one night stay on itinerary *** at ***. A one night stay on itinerary *** for ***, and a one night stay at *** on itinerary *** We
understand Mr. is requesting a refund due to the Covid-19 pandemic.On
April 6, 2020 a cancellation was made itinerary *** and refund
processed for $86.55. The remaining three itineraries received a charge-back
notice stated by our transaction processing team. Expedia has allowed Mr.’s financial institution to process the refund through the charge-back request. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 06, 2020
Complaint: ***
I am rejecting this response because: "Expedia has allowed Mr.’s financial institution to process the refund through the charge-back request. " This money was rec'd by Expedia,and they have allowed nothing.. This previous statement from Expedia is expecting my credit card company to cover those 3 remaining itinerary charges. My credit card company has given me a temporary 60 day credit,then they will make a final decision.
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 Mr. provided to further address her concerns.Unfortunately we are unable to process refunds any further as a
charge back was made on itineraries ***.
Mr. will be receiving the funds from his financial institution as
Expedia has allowed these funds to be released via the charge-back process. 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 12, 2020
Complaint: ***
I am rejecting this response because: Expedia's response did not further address the issue. I still have to wait the 60 day period, to confirm that the financial institution will complete the refunds. Those 3 hotel check in dates were 05/11, 05/14, 05/16/2020 , in which Expedia.com lagged on.
I canceled a flight booking the same day as purchasing, on April 5th, 2020. I found out today when signing onto my Expedia.com account, that this booking hadn't been marked canceled. I have a pdf from the cancellation verifying that I had done this, and shows it was completed within 24 hours after booking. I have been unable to provide this proof or contact anyone to fix this mistake. Unless it is within 72 hours of my booked flight, the company has made it clear they cannot help. I would like my full refund without being delayed or waiting until it is within 72 hours to leave to be able to talk to anyone and perhaps not get my refund since it is so late that the airlines won't release the funds.
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 *** Airlines
departing Oklahoma
City to Rapid City, SD on May 21, 2020, and returning May 25, 2020. We
understand Mr. is requesting a refund for the flights.An
investigation was made to determine a possible site error that the flights were
not cancelled after Mr. made an attempt. Unfortunately no record was
found of the customer making an attempt to cancel the flight within the 24 hour
void period. We have reached out to Mr. to obtain the
PDF of the
cancelled flight he received. An email was sent to him to attach the PDF
and to further research the possible site error. Mr. will be
contacted
directly via email. 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 made a reservation through Expedia online, and paid for it in full $579. The property I booked at called me saying they will not accept my reservation because of a criminal history and they have my record. So I didn’t cancel the reservation but called Expedia to explain what happened. I also made a new reservation because I still needed a place to stay. Expedia had informed me that the customer service does not deal with refunds, that they’ll have to forward the issue to that department, who will call me back in an hour up to 3 hours. It’s been 6 days...and I’ve called 15 times being told that they will call back in an hour. I haven’t received a call or email. My reservation was never cancelled, and the payment has been posted.. $579!!
Expedia.com Response
• May 07, 2020
May 7, 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 Mr. is requesting a full refund.
Our records indicate on April 2, 2020, Mr. or an authorized user of the Expedia account self-booked a three night hotel stay at *** at Washington checking in on April 2, 2020 and checking out on April 5, 2020 via ***
We can confirm on April 22, 2020, the customer called in and our representative advised that the customer account is locked but notified our specialized team. The customer was given the case number and advised they are very busy so it may take time to hear back.After further review on May 7, 2020, the Expedia account is still currently flagged by our Specialized Team. I notified the team and they will reach out to the customer directly about the account.
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
Customer Response
• May 09, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is unsatisfactory to me. They are only saying the same thing they have told me since April 2nd. This so called special team has never contacted me. And I spoke to the third party that owns the property. They never accepted the reservation and it’s well over a month already. This is preposterous! Do you realize the urgency in this matter? 579$ is a lot of money that I need right now. This special team doesn’t have a number and Expedia keeps brushing the matter off. All they are saying is someone will get back to me but I’ve been waiting over a month. This is unacceptable. I will file a law suit as I’ve already contacted lawyers
I purchased a flight back in January and with the unprecedented issue of Coronavirus, my flight plans are falling apart, forcing me to cancel my trip on May 1st, 2020. I called my airline (***) and they cancelled my flight for me along with the information that I should receive a full refund because of the situation and the fact that my flight was pushed back anyway. I just need to contact Expedia to confirm the refund.
Expedia's website makes it horribly difficult to cancel and their hold times of over two hours as of now are horrendous. I understand that the situation is terrible and that it's hard to accommodate so many changes all at once but I just need my small flight amount to be refunded and it shouldn't be this difficult. For a company with many other branching companies included, it needed to be flexible and allowed us a better way to connect and fix the issues that we are experiencing..
Expedia.com Response
• May 04, 2020
May 4, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on January 28, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Phoenix, AZ to Austin, TX departing on May 1, 2020, for a total of $156.40. We understand that Mr. is seeking a refund since the flight reservation was cancelled by the Airline. On April 25, 2020, Mr. contacted Expedia to obtain a refund for the cancelled *** Airlines flight caused by the (COVID-19) disruption. The Airline was unable to provide options to accommodate the customer’s cancelled trip, therefore, Mr.’s reservation was made eligible for a refund. We then submitted the refund request to *** Airlines on behalf of Mr.’s.Upon further review, on May 4, 2020, we confirmed that Mr.’s reservation shows a refund of $156.40 is processing, however, an unprecedented number of refund requests, has caused delays. The refund will take up to 90 days to post back to the customer’s original form of payment. In addition, Expedia serves as a third-party intermediary we do not own, operate or otherwise run any airline and we are subject to the airlines refund time frame. *** Airlines is (the entity that received Mr.’s funds and is the company that charged his credit card). Moreover, Mr.’s agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Furthermore, Mr. may contact *** Airlines directly to validate the status of the refund as the Airlines is merchant of record, at the following number 1 (800) ***We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team
Customer Response
• May 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have been trying to get a refund from Expedia for airline tickets for months and way before this COVID-19 crisis started.
My wife has been diagnosed with a medical condition that prevented us from traveling. She has been hospitalized since Dec. 25th, 2019. I was given a letter from the doctor and hospital stating the fact that my wife was unresponsive and hospitalized.
I contacted *** and after much communication and filing of complaints, *** issued a full refund and authorized Expedia to complete the refund.
To this date, Expedia has not complied and they keep providing excuses that they are working with the airline and implying that certain policies apply. *** has stated that they have already authorized a full refund with no penalties and there is no reason why a full refund should not be granted regardless policy.
Expedia.com Response
• May 05, 2020
May 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on August 19, 2019, Mr. or an authorized account user self-booked a vacation package on ***’s website under itinerary ***. Travel was with *** Airlines, traveling from New York, NY USA to ***, *** departing on February 13, 2020 and returning on February 23, 2020. The package includes a hotel and car rental with stay at ***, *** for a check in on February 14, 2020 and a check out on February 20, 2020, for a total of $5878.30. We understand Mr. is requesting that Expedia refund the airfare portion of the reservation based on an extenuating circumstance. On December 30, 2019, Mr. contacted Expedia to cancel and request a full refund due to an extenuating circumstance. Therefore, we reached out to, *** hotel to submit a request for a full refund. Regrettably, the hotel responded with (50) percent penalty fee for canceling the non-refundable hotel accommodation. On January 1, 2020, we then informed Mr. by email, that the hotel has agreed to refund $1071.56.On January 7, 2020, Mr. contacted Expedia to cancel the car rental due to his immediate family members health. The rental was cancelled and a full refund of $546.94, was processed back to the customer’s original form of payment.On February 4, 2020, Mr. contacted Expedia to cancel the flight reservation and complete the hotel cancellation/refund. We honored Mr.’s request by canceling his flight and sending a request for a refund due to an extenuating circumstance. Then we reached out to the *** hotel to request the (50) percent penalty fee be waived. However, *** Airline denied our request for a refund. In regards to the hotel, we were able to get the penalty fee reduced to a 1-night stay, plus tax. Therefore, we processed a refund of $1848.33, for the hotel stay back to the customer’s original form of payment. Between February 7, 2020, and April 22, 2020, Mr. contacted Expedia several times requesting a refund for the flight. The airline responded to each of our emails with their non-refundable ticket terms. On April 22, 2020, *** advised we may submit the refund request for their review. We then sent Mr. an email informing him that we completed *** documentation and his case is currently processing.See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book the package reservation:• *** Airlines cancellation and change policy: Tickets are nonrefundable and nontransferable. Itinerary changes are permitted, fee may apply. A change fee of $300.00 per ticket is charged by the airline for changes.• *** cancellation and change policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.• Cancellations: A booking can be cancelled before the rental begins. In the event of cancellation, the payment in advance already made towards the rental shall be paid back subject to a cancellation charge, which will be withheld and shall be in the amount of the rental charge ( including any extras and charges) for a maximum of 3 rental days.We understand that Mr. situation is complex due to an extenuating circumstance. We’ve worked incredibly hard with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that the travel providers policies may not permit the exceptions that Mr. is seeking. But know that these are extraordinary circumstances that our travel partners are trying to work through and Expedia Group must follow the airline policies.’Moreover, Mr.’s agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.Upon receipt of the Revdex.com complaint, on May 5, 2020, we sent a second refund request to *** Airlines on Mr.’s behalf. We were informed that due to the Coronavirus pandemic, numerous requests for a refund has caused delays in processing. We are unable to provide an exact date that *** will respond to our refund inquiry. When *** responds to our refund inquiry we will contact Mr. directly as we are subjected to the airlines approval.We have continued to serve Mr.’s to the best of our ability as we are committed to serving the needs of our customers, while also maintaining the various policies of our travel partners. Due to the information provided above, we are unable to honor Mr.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• May 05, 2020
Complaint: ***
I am rejecting this response because: *** has already authorized a full refund. See attached text of email from *** stating that a full refund has been authorized.
Not sure what authorization Expedia is waiting for.
Sincerely
Expedia.com Response
• May 26, 2020
May 26, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com complaint number ***). We regret to hear Mr. did not accept our response/or resolution offered.We reviewed the documentation Mr. provided to support the total package price breakdown. Our records show on August 19, 2019, Mr. agreed to pay $5878.30, for the flight, hotel and car rental. The following is Mr. verifiable package breakdown:*** Flight: $3,188.24 *** Hotel: $ 2,143.12*** Car Rental: $546.94Total package valued at: $5878.30The following refunds recorded by Expedia and provided to Mr ***:*** Car Rental: $546.94, refunded on December 31, 2019 *** Hotel: $1,848.33, refunded on February 5, 2020*** Flight: $3188.24, refunded on May 20, 2020Total amount refunded: $5583.51Upon further review, on February 05, 2020, Mr. contacted Expedia to request that we cancel/refund his (non-refundable) hotel accommodation. In order to override the agreed upon cancel policy, we contacted the hotel to seek an exception. The *** Hotel manager advised they will bill Expedia for the first night, plus tax. However, we are permitted to return the remainder of $1,848.33, without a charge. We then informed Mr. of the penalty fee of $294.79, to cancel the hotel stay, he agreed to the associated penalty fee and the reservation was cancelled/refunded. At Expedia, we do follow the rules of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Additionally, we are a third party-intermediary (the entity that assists in the distribution of travel products to travelers) we must follow the hotel’s refund decision. We recognize the unprecedented times consumers are facing, but we are unable to issue a refund based upon the charge applied to Expedia per the exception issued to Mr. on February 5, 2020.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• May 27, 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 am still waiting to receive the refund from *** for the airline tickets in the amount $3188.24. I understand the refund was made on May 20th and could take 30 days. Hopefully I will not have to reopen this complaint.
Sincerely,
***
***ALL DOCUMENTATION PERTAINING TO CASE REDACTED BY Revdex.com
We wish to be refunded for the monies we spent for 3 rooms and a 2 night stay. The total is $1256.82. My wife and I booked a trip with our family before this coronavirus became as serious as it is. I read on the *** motel website that these rooms are "non refundable" but , truthfully, I was not aware of that when I booked and paid for them. How can that be, when there is practically 3 months left to rebook them? This is a strange and scary time in our lifes. My wife and I are both in our 70's with health concerns and travelling doesn't make a lot of sense.
Expedia.com Response
• May 23, 2020
May 23, 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 hotel reservations. Our records reflect three rooms at the *** for two adults in each room,
checking in June 27, 2020 for two nights. And a Hotel Booking Protection plan with ***. We understand Mr. is requesting a refund due to concerns
following the Covid-19 pandemic.The
reservations booked are non-refundable and cannot be changed, however Expedia
has advocated on behalf of the customer to the *** Hotel and was
advised they will make an exception to refund due to the Covid-19 pandemic. Expedia
has cancelled all three rooms and issued three separate refunds totaling
$1202.82. Refunds may take up to 30
business days to reflect to the original form of payment used. Unfortunately
we are unable to provide a refund for the Hotel Booking Protection plan, as this is non-refundable. 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 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I had a credit for a *** flight 2 totaling $744.06 that I booked through Expedia with Travel Insurance. Expedia said I had to call before 4/1/20 to rebook. I made 4 or more attempts sitting on hold for 4-6 hrs each time. I would reach someone, give them the new flight info, be told it had to be approved by a manager then put on hold again only to be disconnected. This happened several times. Finally on the 3/31/20 after waiting over 4 hours she said she saw where I called several times, saw my itinerary I wanted and said a manger would call me back. This was at around 10pm. The manager called back at 1:07am on 4/1/20 and said the computer wouldn't put it through and someone would call me back in 24 hours. I haven't received a callback and I can't reach anyone and don't want to lose my $744.06 credit. I understand the coronavirus has everyone busy, but its not fair for me to lose the credit
Expedia.com Response
• May 05, 2020
May 5, 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 or flight credit. We understand that Ms. is requesting a refund/credit for the cancelled flights.
Our records indicate on April 1, 2019, Ms. or an authorized user of the account self-booked two round trip flights on *** Airways departing on June 11, 2019 from New York, NY, USA to Willemstad, Curacao and returning on June 12, 2019, with a four night hotel reservation at ***, *** All Inclusive along with the Package Protection Plan via ***
We can confirm on May 22, 2019, the customer called in due to a change of plans. The customer asked to cancel the reservation. The customer wants to cancel the whole package reservation due to change of plans. Our representative was unable to process in the system due to system message.
On November 2, 2019, the customer called in asking about the credit policy. And called again on March 22, 2020, the customer called in and wanted to know the ticket validity of the reservation. Our representative advised the customer of the details of the reservation and she stated she did not have any new options yet.
On March 30, 2020 and March 31, 2020, the customer called in to use credit. JFK-ATL ( oct17 ) - 5:59am - 8:21am ATL-LAS ( oct19 ) - 6:00am - 12:30pm ( connecting BOS ). She was wanting to a *** flight for JFK-LAS oct17 - 5:59am - 8:25am returning oct 19 6:00am - 12:30pm connecting BOS. The call was disconnected and not documentation of the representative trying to contact the customer back.
After further review on May 5, 2020, Expedia was able to verify the credit expired on March 31, 2020. The new travel needed to be booked and travel by that date. Expedia verified the various notes and documentation on the customer account and was not able to see where the customer was advised of the 12 month validity period from the original date of issue. Based on that validity period not being advised. If the customer makes a new reservation and pays for it, after the 24 hour period Expedia will refund up to $372.03 per ticket for the same travelers booked, with a one-time maximum refund of $744.06. New travel must be book by September 30, 2020. The customer will need to contact our Customer Service Department at 877-*** to get new reservation booked, if it not booked online and get refund issued.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a trip that had to be cancelled secondary the covid 19 pandemic. Nationwide health crisis. This was a dire emergency and they refuse to refund me my flight fees even though the federal government is providing these companies with bail out money. Nor will Expedia deliver my unused vacation waiver refund for a vacation that was forced to be cancelled. Florida was shut down and there was a stay at home manadate given by the president, nih, who, mayor , and governor
Expedia.com Response
• May 04, 2020
May 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund for the flight portion of the reservation.
Our records indicate on December 15, 2019, Ms. or an authorized user of the account self-booked a six round trip flights with *** Airlines departing on April 6, 2020 from Newark, NJ to Orlando, FL and returning on April 11, 2020 along with a six night hotel stay at ***, a five day car rental with *** the Collision Damage Plan and the Vacation Waiver via ***
We can confirm on March 7, 2020, the customer called in asking about the coverage of the insurance.
On March 11, 2020, the customer called to cancel the reservation. Our representative informed of the policy. The customer was ok asked and asked for a supervisor. The customer call was disconnected, our representative called back but was unable to reach. On March 12, 2020, the customer called in but our representative was unable to get a reply. Our representative tried calling back and was not able to reach.
On April 6, 2020, the customer called in to cancel the insurance and our representative advised the 15 day timeframe to cancel has already passed and it cannot be cancelled. On April 20, 2020, the customer called in to check the validity for *** flight credit due to what was seen on the news. Our representative advised *** was going to have 2 years as a validity period. On April 24, 2020 - the customer called in to check to check about future travel credit. Our representative advised the customer of the flex policy for the *** Airlines flight. The validity period has been extended to 24 months from the date of booking.
After further review on May 4, 2020, Expedia was able to verify that we emailed the customer on April 24, 2020 and advised *** Airlines COVID19 policy states the ticket is nonrefundable, each ticket has a future travel credit valued at $658.60 per passenger for the same passenger and airline. New tickets must be reissued within 24 months from original ticket date (12/15/20). Rebooked travel must commence within 24 months from the original ticket date. Exchange fee is being waive any increase in fare is the responsibility of the customer. The hotel reservation was refunded $986.35 and rental car rental was refunded $550.82 on March 14, 2020. The refunds were issued to the original form of payment.
Ms. can contact our Customer Service Department at 877-*** when she is ready to exchange the tickets.
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.
Based on the above Expedia is not able to honor 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,Di-Di ***Corporate Correspondence Team
We planned a trip to Hawaii this past month and chose to pick a hotel through Expedia. At the time it did say there were no refunds. That being said, the hotel sent us an email requesting for us to cancel--so we did (I can share this email if that would help--we shared it with Expedia via email but still no response). We then called Expedia and spent three days on the phone, trying to get someone on the line. When I finally did reach someone they told me that I had reached the wrong department and hung up on me. I have sense sent multiple emails with no replies. Since there has been no response from them I am now reaching out to you to help solve this problem. The airline, all other travel activities, car have all refunded or rescheduled for a future date.
Expedia.com Response
• May 04, 2020
May 4, 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 *** hotel checking in March 20, 2020. We
understand Mr. is requesting a refund or credit.The dates Mr. booked were affected
by the Covid-19 pandemic and an email was sent with instructions on how to
cancel the booking with possible eligibility for a coupon on non-refundable
rooms. The reservation booked is non-refundable and must be approved by the
property for refund requests. The hotel was contacted via email to advocate
for a refund/credit on behalf of Mr..An Expedia Representative will contact
the customer when the property responds to the request. Please note, requests
are subject to hotel approval and not guaranteed a refund/credit.We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Michael ***Corporate
Correspondence Team
I have been trying to cancel a flight for over a month now. The company gives me a runaround every single time telling me to call a number, which will disconnect every time. Their website chat is in a loop where you can't reach anyone either. I was informed a month ago my flight would be canceled and I would be refunded, but they still have not done this. I feel they are taking advantage of people during this pandemic.
Expedia.com Response
• May 05, 2020
May 5, 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 *** from Fairbanks,
AK to Bangor, ME on June 7, 2020, returning June 17, 2020. We understand Mr. is requesting a full refund of the
tickets.*** Airlines
is extending future travel credit to Mr. valid to begin new travel by
December 12, 2021. The airlines will also allow a voucher to be issued valid
for two years from the date it will be issued, and can be applied to another
passenger if Mr. will be unable to travel. *** Airlines will issue
this voucher directly if Mr. decides to choose this option.Mr. must call Expedia when ready to re-book new travel or arrange a *** voucher. 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 05, 2020
Complaint: ***
I am rejecting this response because: I was told on two separate occasions that Expedia would refund my purchase by supervisors after my case had to be escalated multiple times. Then they claimed they had no record of those conversations and would not honor their response.
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 Mr. provided to further address his concerns.We do not show any record of an Expedia agent promising a refund
for the flights. Multiple attempts have been made to reach the customer to
inquire on the date and time an agent possibly promised the refund to verify
through our phone records, however there was no answer and multiple voicemails
were left. *** Airlines has extended future travel credit to Mr.
to be used 24 months from the original ticketing date. New travel must be
reissued/commence by December 12, 2021. Change fees will be waived by the
airlines, while fare difference may apply.We
understand that the customer is 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 Mr. was
looking for, but know that these are extraordinary circumstances that travel
partners are trying to work through and Expedia Group must follow the airline
policies. We thank you for allowing us 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 12, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Customer Response
• May 13, 2020
Expedia is still claiming that they did not agree to process a refund. Their records should show the amount of times that my case was elevated to supervisors because of the issues I experienced. There is zero reason why they should not refund this transaction. They are trying to take advantage of people during a crisis.
Back in September my friend ***l and I booked a trip to Las Vegas using Expedia for the time frame may 12th- may 18th. we booked the trip for 4 people us and our girlfriends. then this whole corona virus hit and the festival we were going for, ***, got postponed till October, and that is even if it still happens. well me and my girlfriend cannot make it even though my friend and his girlfriend can. hes telling me that they will not issue the refund for our share. they will only allow you to change the tickets dates. clearly this is an issue during a hard time right now and people are gonna need the airlines and agencies to be flexible and work with us citizens. they are usually always unfair when it comes to name changes and cancellations well now is not the time to be stickler. our government just bailed them out with billions of dollars there is no way I cannot get my $1500 dollars back for my share of the purchase. the itinerary is ***l was the purchaser. I have to be the one to contact Revdex.com casue he has never done it before and im the one fighting for my money here. him and his girlfriends still want to go in october. please help me get my money back from Expedia they should be bankrupt right now if it wasnt for our tax payer dollars. they cannot do this to me. it should be illegal. I dont want to get corona virus or lose my money just because they wont refund my money and have a heart during a CRISIS like CORONA VIRUS!!
Expedia.com Response
• May 05, 2020
May 5, 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 Philadelphia,
PA to Las Vegas, NV on May 12, 2020, returning May 19, 2020. And a
seven night stay at *** for four adults
with round-trip shuttle service by ***. We understand Mr. is requesting a complete refund due to the Covid-19
pandemic.On October,
11, 2019 the hotel portion was cancelled and a refund processed for $1619.95.
The shuttle service has been cancelled and refund processed for $51.08. Refund
timing may take 30 business days to reflect on the original form of payment
used.United
Airlines has extended future travel credit to customers to begin new travel by September
29, 2021. The airlines will waive any change fees, while fare difference may
apply. Mr.
must call Expedia when ready to re-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
On 10/29/2019, I used expedia.com to purchase a Miami-Milan-Miami plane ticket with flights operated by ***; outbound on 1/16/2020, inbound on 1/27/2020. The breakdown of the ticket cost in the confirmation email I received from expedia.com is: Flight: $6.00,Taxes & fees: $399.15. I was only able to use the outbound flight. Before check-in closed for the inbound flight, I called expedia to cancel my flight and was told this there was no need to as the ticket was not refundable and taxes were refundable no matter whether I would cancel my ticket or not. I then called the airline that confirmed the same. 12 hours after not taking my flight (and not check-in, onviously), I had an online chat with expedia.com asking for a refund of the unused portion of my taxes. After contacting the airline they informed me that this was not possible. In their conditions of use, expedia.com states that they charge no fee to process all sorts of refunds. In the condition of carriage associated with the ticket, there is no mention of taxes and fees not being refundable (including no mention of them not being refundable in case of no show) and there is also no mention of any handling fees to process taxes and fees refunds. Therefore, I am contractually entitled to receive a refund for the taxes I did not use.
Expedia.com Response
• May 05, 2020
May 5, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** from Miami, FL to Milan,
Italy on January 16, 2020, and returning January 27, 2020. We understand Mr.
*** is requesting a breakdown of the taxes for the flight and a refund for
the UN-used taxes.
On January 27, 2020, the inbound flight was unused and considered non-refundable
as the fare purchased with *** is “light fare”. The unused taxes are
refundable however according to the airlines. The tax breakdown for the flight
is as follows: Base fare - $6.00 TAX 270.00YQ TAX 34.00YR
TAX 37.20US TAX 5.89YC TAX 7.00XY TAX
3.96XA TAX 5.60AY TAX
19.90IT TAX 2.90VT TAX
7.20HB TAX 1.00MJ
TAX 4.50XF Total fare is $405.15 According to ***, the refundable (airport taxes) allowed are (HB, IT, MJ,
VT). Unfortunately *** is unable to determine the UN-used taxes, and as a
result Expedia will refund the total amount for the refundable taxes. A refund of $31.00 has been processed to Mr.. 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
Customer Response
• May 06, 2020
Complaint: ***
I am rejecting this response because I find it illegal that tax codes concerning the arrival of international passengers into the United Sates are not being refunded; these are: YC (Customs User Fee), XY (Immigration User Fee), XA (APHIS User Fee), US (Transportation tax arrival/departure). Also, nowhere do I find mentioned in the attached fare rules that *** keeps unused airport/government taxes. As I never used this ticket to enter the United States, I request a further refund of USD54.05.
Thank you.
Sincerely
Expedia.com Response
• May 11, 2020
May 11, 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.As a one time courtesy, Expedia will process a refund of
$54.05. Refunds may take up to 30 business days to reflect to the original form
of payment used.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
We had a family vacation planned in Folly Beach, SC for the week of March 28th through April 4th. I booked 2 rooms for March 27th through Expedia with the *** of Brunswick, GA. We planned to drive to Brunswick and spend one night at the *** Brunswick on our way to Folly Beach. There were 3 people traveling, myself, my husband and my grown daughter so I booked 2 rooms. I got the email from Expedia that my reservation was confirmed-#***. All of our travel plans had to be cancelled due to the Coronavirus Outbreak. The email from Expedia has a cancellation button. When our trip was cancelled I clicked the cancellation button on the Expedia email and received a confirmation email that the reservation had been cancelled. I have that email also.
On March 30 my credit card was charged $170.76 by the *** in Bruswick, GA. I called right away and the manager, ***, refused to refund the charge because she said I did not cancel both rooms. I explained to her that I cancelled on the Expedia email and there was only one itinerary number for both rooms (on both emails) and that I have the confirmation email from Expedia that my reservation was cancelled. At first I was told that Expedia had my money but *** has since admitted that they charged my account and have the money, not Expedia. I have spent hours between ***, Corporate *** and Expedia trying to resolve this issue but unfortunately no one will refund my money.
I am in no way responsible for this charge on my card and I consider this theft. I had arranged to pay at the hotel when we arrived. I did not give *** permission to charge my card and I did not give Expedia permission to share my card number with the hotel. I canceled with plenty of time to spare and I am astonished that 2 large company's such as *** and Expedia would treat a customer in such a disrespectful manner even during the health crisis.
Expedia.com Response
• May 05, 2020
May 5, 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 for two rooms at the ***
Brunswick, checking in on March 27, 2020. We
understand Ms. is requesting a refund for one room.
On March
21, 2020 one room was cancelled while the other was still active. One room has
since been considered no-show by ***. We reached out to the property to ask
if an exception for a refund can be made as both were intended to be cancelled. Expedia was
advised the hotel will reach out to Ms. directly for consideration of the
refund after they investigate as to why only one room was cancelled and not the
other.
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 05, 2020
Expedia Customer Care was extremely rude, disrespectful and of no help whatsoever in my struggle to get a refund. Once again, there were 2 rooms on one itinerary and I clicked on the cancel itinerary button on their email. No one would have thought to call and ensure Expedia canceled both the rooms on the single itinerary.
I see no apology or accountability for THEIR mistake and the excessive disrespect from their customer care center.
I will NEVER use Expedia again!
***
Complaint: ***
I am rejecting this response because:
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 Ms.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.On March 20, Ms. or someone with account access cancelled
one room online via the Expedia website. We have reviewed the session the
customer made online and confirmed only one room was cancelled as the customer was
prompted only one room for a total of $170.76 will not be charged. On May 5,
the customer confirmed via email she received a refund from ***
Brunswick. We apologize for the experience Ms. received and have added a $50 travel coupon to her
account. The coupon is valid for a pay-now hotel reservation, and will expire
June 30, 2021. 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 12, 2020
Once again Expedia refuses to accept accountability for their incompetence. Exactly the reason I do not accept their response! There were 2 rooms on 1 itinerary, with 1 itinerary number. They sent me the confirmation email and stated I could cancel without charge until whatever the date was. The email had 1 cancellation button for the itinerary that was for 2 rooms! When we found we could not travel I pushed the cancellation button and received an email from Expedia stating that my reservation had been canceled. It did not say "we only canceled one of the rooms on your itinerary". It said your reservation has been canceled. Then, in the middle of this health crisis, when all travel had been halted, instead of working to resolve the problem they bamed me, the ***, then me again and on and on.
This is an extremely deceptive company and the buyer should beware! No accountability and extremely rude customer service representatives.
cancelled my April BOS-LIS flights I booked via Expedia COVID related. When calling *** directly, they said I would need to contact Expedia, they would get me a *** issued voucher valid for a year to book new flights. When calling Expedia, the costumer service agent said the vouchers we get would require a return trip need to be completed by 23 Nov 2020 (I also got this info via email). When I asked why that information is different from what the *** agent offered, the Expedia customer agent hang up on me after a 2 h (!) call and me waiting over an hour for getting attended.
Expedia.com Response
• May 05, 2020
May 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting to honor the same date as the *** agent informed on a previous call due to the Coronavirus outbreak.
Unfortunately we were unable to locate an account or itinerary with the information provided. To better assist you with this matter, we ask that you either
reply to this email or contact the number provided below with the applicable itinerary number and email address associated with this complaintWhile we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence TeamTell us why here...
Customer Response
• May 05, 2020
Complaint: ***
I am rejecting this response because I provide additional details:
The Expedia Details are:
Account Email: ***
Flight credit for #***
Sincerely
Expedia.com Response
• Jun 07, 2020
June 7, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our
response and/or resolution offered.
Please understand that the penalty rules and restrictions stated to Mr. are rules imposed by the airlines and is consistently changing throughout this
COVID-19 crisis. *** Portgual will advise to contact Expedia because the reservation was purchased through a third-party agency (Expedia), that does not
mean Expedia can override the airlines policy provided to us during this pandemic. Please follow the ticket validity date on the recent complaint on June 2,
2020, as tickets must be rebooked by December 31, 2020, as this was the most updated information currently at this time.
While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• Jun 10, 2020
Complaint: ***
I am rejecting this response because:
Aas a consequence of my disappointment about this conversation with Expedia on the Revdex.com platform and in light of my doubts Expedia would provide me with help to resolve this complaint on this platform, I called Expedia Customer Service last week again and finally got a competent and helpful person able to resolve this complaint in minutes.
This Expedia Customer Service agent was able to quickly get me the respective flight vouchers directly issued by ***, I actually have them in my hands now:
- problem resolved within a few minutes
- with a 20% increase of value as courtesy of ***
- valid for 2 years
All this is obviously in sharp contrast to the repetitive statements sent from Expedia as a reply to my complaint, and I leave it up to Expedia to judge this.
While the problem is solved now for me, I rejected your reply because it did not resolve the issue for me and it contained incorrect information.
I had to cancel my wife and I's flight due to the cruise cancelling our trip. Instead of getting a full refund after I had paid for insurance on the flight I am instead getting an airline credit, but I have no idea when we can attempt another cruise and we hardly fly so this is not acceptable, I should get my money back less the insurance premium paid for the flight. I have tried using the Chat and call in tool and because of workload which I understand no one can help me, but they offer no means for re mediating this dispute and the tool hangs up on your or the chat just starts all over. Our flight itinerary is ***
Ticket # ***
***
Ticket # ***
Pricing Summary
Traveler 1: *** (Adult)
$306.10
Flight
$245.58
Taxes & fees
$60.52
Traveler 2: *** (Adult)
$306.10
Flight
$245.58
Taxes & fees
$60.52
Cancellation Plan
$44.00
Total
$656.20
Unless and otherwise specified, rates are quoted in US dollars.
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 Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight
reservation. We understand Mr. *** is requesting for a full refund of his flight reservation due to the
Corona virus outbreak.
Our records indicate that on January 1, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a flight reservation using Expedia’s website, under itinerary *** for two travelers. Departure on
*** Airlines for April 18, 2020 from Sioux City, IA to Miami, FL returning on April 25, 2020 with added Travel
Protection Cancellation Plan.
Upon review we verified that Mr.’s ticket is non-refundable with changes permitted. *** Airlines stated if
the passenger can provide documentation for covered reasons such as medical, death etc. then he is eligible for a refund.
The passenger can submit information on www.refunds.aa.com. While we regret that the experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Customer Response
• May 06, 2020
Complaint: ***
I am rejecting this response because: Why should we have to pay for tickets that we were not allowed to take, granted expedia doesnt want to be part of the refund process, but this was something beyond our control and who knows when we will be able to fly again, we are not asking for more money than what we payed, we are asking for a return of our money as neither expedia or the airlines could deliver on our air fare due to MANDATED travel bans in the state of Florida.
Due to Coronavirus we can not travel to Australia. Our flight is on May 8, 2020. Our itinerary number is *** I have been trying to cancel through their web site but it does not work. I tried the phone lines but they are not answering phone calls. I don't know what else I have to do get a response from them. I even have a travel insurance.
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 her flights.
Our records indicate on March 2, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airways departing on May 8, 2020 from Washington, DC, US to Proserpine, QLD, Australia and returning on May 21, 2020 along with the Flight Protection Plan via ***
We can confirm on April 6, 2020, the customer emailed Expedia advising she was trying to cancel the reservation online and over the telephone for the past 10 days and has not had any success. Expedia replied on April 7, 2020 advising that the refund request is not applicable to the reservation and advised the reservation qualifies for *** COVID19 flight credit. *** is waiving the exchange fee and is allowing the customer to change their flights with a future flight credit, the credit is valid until December 31, 2021.
After further review on May 6, 2020, Expedia was able to verify the flight reservation was requested to be cancelled on April 9, 2020. Expedia verified that we emailed the customer on April 7, 2020 and advised of *** Airways COVID19 future travel credit policy. Expedia was able to review the *** Airways COVID19 policy and it advises as follows:•Waiver is valid for tickets issued on/after 31 January 2019 booked for travel on/before 30 September 2020•Ticket can be held in credit until 31 December 2021 (ticket must be reissued and travel completed by 31 December 2021Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating 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.
Based on the above Expedia is not able to honor the refund request. Ms. can contact our Customer Service Department at 877-*** when she is ready to exchange the tickets.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
Airlines cancelled the flights and now Expedia offers airline credit which is worthless to me because I can't use it. I need to go to Finland before end of July 2020 but *** don't have any flights available in the foreseeable future. I bought the ticket via Expedia.com but *** Airlines charged my credit card. Now Expedia and *** Airlines are "blaming" each other. *** Airlines says that they can't do anything because I bought the ticket from Expedia (please note: the airline charged me, not Expedia). Expedia says that they need to follow the airlines' terms and are offering airlines credit. To me this is never ending loop and the fact is they keep my money ($689.55) but I don't get anything.
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund of $689.55 instead of the future travel credit.
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.
Upon further research, we were unable to locate an Expedia account or reservation related to the complaint. We respectfully request that you provide us with the itinerary number of the booking and/or the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 06, 2020
Complaint: ***
I am rejecting this response because:
In practice Expedia could have located the disputed transaction but they decided to play time.
However, as of this morning I have got money back from *** Airlines to my *** credit card account. Now I must get money to my back account because I don't want to have a big negative balance on my credit card.
I booked a trip from SFO to TPE stopping through HKG for 5 passengers. I am entitled for a full refund because of the COVID-19 refund policy published by ***. My flight from SFO is also cancelled and *** attempt to move me to a flight earlier. This (in addition to the COVID-19) also would entitle me a full refund.
I have tried contacting Expedia as soon as I could so to confirm my tickets could be cancelled. But there is no reach to reach anyone until 72 hours before the flight. That is not enough time as I have to cancel other arrangements such as lodging. So I took the site advice and Cancel via the Webpage. The instruction is not very clear and confusing. But the end of it is that I might be receiving very restrictive airline credit (cannot change name, has to be used by Dec 2020) after waiting for another 30 days.
There is no reason Expedia can not offer full refund via the Web page cancellation. It is super hard to get hold of an agent when I tried before. Later becomes impossible after the 72 hours time to departure rule.
Expedia.com Response
• May 03, 2020
May 3, 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 Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package
reservation. We understand Mr. *** is requesting to cancel his package due to the Coronavirus outbreak.
Our records indicate that on December 2, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a multiple flight reservation using Expedia’s website, under itinerary *** for a total of five travelers.
Departure on *** for April 6, 2020 from San Francisco, California to Taipei, Taiwan returning on April 17, 2020
from Hong Kong, Hong Kong to San Francisco, California.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** on your flight due to
the Corona virus outbreak. *** has provided a travel advisory that allows Mr. to receive a full refund.
The process can take some time because as soon as we have initiated a refund in our system, the information will
automatically be sent to the airline's system. Once the airline receives notification of refund request, it has to inform the
credit card company or the issuing bank, which then has to credit your account. However, it also depends on the credit
card company as to how long it will take them to complete the refund process and have the amount posted to your credit
card statement.While we regret that the experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Customer Response
• May 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution, with some assumptions, is satisfactory to me. Specifically I assume from reading the letter that Expedia has initiated a refunding (not airline credit) process. I understand it can take some time and willing to monitor for at least 30 days before contacting Expedia.
I have called countless times regarding our trip. We had our trip cancelled due to COVID19 therefore it was out of our control and we should receive a refund. I just called two more times on hold for over an hour and got cut off then again for 51 minutes and got cut off. I am tired of this. I wish for you to respond to my email and call me back at ***. The trip has been cancelled due to COVID19. That is out of our control I demand a refund and not a credit. Many people require time to save and plan for a trip like this and I do not believe a credit is appropriate and believe expedia should fight on their customers behalf to have the airlines refund us. Expedias job is to mediate between airline and customer and this is what is need now! Especially in times like now where people are not working and losing out on so much money already. Please call me promptly.
Expedia.com Response
• May 04, 2020
May 4, 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 combined one-way fare with *** and *** Airlines departing Los Angeles, CA to Honolulu, HI on April 6, 2020, returning April
10, 2020. And a four
night stay at ***, with a car rental through *** Rent and a Package
Protection Plan with Travelguard. We understand Ms. is
requesting a complete refund for the package due to the Covid-19 pandemic.On March 21, 2020 *** airlines cancelled
and changed the flights to depart from Los Angeles at 2:59 P.M rather than the original
7:55 A.M. The flights qualify for a refund as per airlines policy. The refund
has been initiated by Expedia and will be processed by ***. *** airlines
cancelled the flights as well on March 18, 2020 and has been processed for
refund on April 28. Refund timing may take two billing cycles or more dependent
on the airlines and credit card companies.The *** hotel and car rental was
cancelled and processed for refund on March 23, 2020 for a total of $782.80. Unfortunately
the Package Protection Plan cannot be refunded. Refunds processed by Expedia 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
Customer Response
• May 04, 2020
Complaint: ***
Please outline the total of the refunds being issued the protection plan was very minimal and I want to insure I am refunded the full amount of airline tickets, hotel and rental car.
Sincerely
Expedia.com Response
• May 18, 2020
May 18, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: ExpediaDear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms.
*** (Revdex.com case number ***). We regret to hear Ms.
did not accept our response.Upon further review of the complaint, we can confirm that
a total refund in the amount of $1,787.20 was processed for Ms.’
cancelled reservation. The remaining amount of $156.00 was for the purchased protection
plan; to which, the fees are non-refundable. Again, we thank you for allowing us to address this
matter further. As no new information has been
provided about the issue, we respectfully request the Revdex.com close this caseSincerely,Erika *** Corporate Correspondence Team
Customer Response
• May 18, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia didnt respond to any of my calls or chats about a refund for a canceled trip March 21st-3-24. There was and still is a travel ban. Under any other circumstances we wouldve went on our trip. We received credit for our flights. Our hotel fees was not refunded to us. I honestly feel like Expedia kept our money.
Expedia.com Response
• May 04, 2020
May 4, 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 Mrs.
*** is requesting for a full refund of her hotel reservation due to the Coronavirus outbreak.
Our records indicate that on December 2, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for March 21, 2020 from Orlando, Florida to Nassau,
Bahamas returning on March 24, 2020 with stay at ***. With added Travel Protection Vacation Waiver
and ***
We are pleased to confirm that we processed a refund request in the amount of $840.08 for the hotel. The time it takes the refund to post to Mrs.’s
account varies, depending on the time it takes the credit card company to process refunds.
While we regret that the experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
My wife and I have a May trip to Yosemite Natl Park. The Park is closed due to coronavirus. I have 6 hotels paid for through expedia.com. I was able to cancel 2 for a full refund. The other 4, through the expedia virtual agent,since I cannot talk to a live person, say that the 4 hotels were paid for, at a discounted rate, and are non-refundable. The first hotel check in, is 05/10/20. Expedia says you cannot talk to a live person, unless it is 72 hrs b4 travel. I called the Hotel for a refund, but they defer me to Expedia, who took the money.
"This is a discounted rate reservation that is non-refundable. If you cancel, the hotel will charge you the full amount paid for the reservation."
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 four hotel reservations. Our records reflect a one night stay for itinerary *** at ***
*** checking in on May 11, 2020. A one night stay on itinerary *** at ***. A one night stay on itinerary *** for ***, and a one night stay at *** on itinerary *** We
understand Mr. is requesting a refund due to the Covid-19 pandemic.On
April 6, 2020 a cancellation was made itinerary *** and refund
processed for $86.55. The remaining three itineraries received a charge-back
notice stated by our transaction processing team. Expedia has allowed Mr.’s financial institution to process the refund through the charge-back request. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: "Expedia has allowed Mr.’s financial institution to process the refund through the charge-back request. " This money was rec'd by Expedia,and they have allowed nothing.. This previous statement from Expedia is expecting my credit card company to cover those 3 remaining itinerary charges. My credit card company has given me a temporary 60 day credit,then they will make a final decision.
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 Mr. provided to further address her concerns.Unfortunately we are unable to process refunds any further as a
charge back was made on itineraries ***.
Mr. will be receiving the funds from his financial institution as
Expedia has allowed these funds to be released via the charge-back process. 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
Complaint: ***
I am rejecting this response because: Expedia's response did not further address the issue. I still have to wait the 60 day period, to confirm that the financial institution will complete the refunds. Those 3 hotel check in dates were 05/11, 05/14, 05/16/2020 , in which Expedia.com lagged on.
Sincerely
I canceled a flight booking the same day as purchasing, on April 5th, 2020. I found out today when signing onto my Expedia.com account, that this booking hadn't been marked canceled. I have a pdf from the cancellation verifying that I had done this, and shows it was completed within 24 hours after booking. I have been unable to provide this proof or contact anyone to fix this mistake. Unless it is within 72 hours of my booked flight, the company has made it clear they cannot help. I would like my full refund without being delayed or waiting until it is within 72 hours to leave to be able to talk to anyone and perhaps not get my refund since it is so late that the airlines won't release the funds.
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 *** Airlines
departing Oklahoma
City to Rapid City, SD on May 21, 2020, and returning May 25, 2020. We
understand Mr. is requesting a refund for the flights.An
investigation was made to determine a possible site error that the flights were
not cancelled after Mr. made an attempt. Unfortunately no record was
found of the customer making an attempt to cancel the flight within the 24 hour
void period. We have reached out to Mr. to obtain the
PDF of the
cancelled flight he received. An email was sent to him to attach the PDF
and to further research the possible site error. Mr. will be
contacted
directly via email. 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 made a reservation through Expedia online, and paid for it in full $579. The property I booked at called me saying they will not accept my reservation because of a criminal history and they have my record. So I didn’t cancel the reservation but called Expedia to explain what happened. I also made a new reservation because I still needed a place to stay. Expedia had informed me that the customer service does not deal with refunds, that they’ll have to forward the issue to that department, who will call me back in an hour up to 3 hours. It’s been 6 days...and I’ve called 15 times being told that they will call back in an hour. I haven’t received a call or email. My reservation was never cancelled, and the payment has been posted.. $579!!
May 7, 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 Mr. is requesting a full refund.
Our records indicate on April 2, 2020, Mr. or an authorized user of the Expedia account self-booked a three night hotel stay at *** at Washington checking in on April 2, 2020 and checking out on April 5, 2020 via ***
We can confirm on April 22, 2020, the customer called in and our representative advised that the customer account is locked but notified our specialized team. The customer was given the case number and advised they are very busy so it may take time to hear back.After further review on May 7, 2020, the Expedia account is still currently flagged by our Specialized Team. I notified the team and they will reach out to the customer directly about the account.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is unsatisfactory to me. They are only saying the same thing they have told me since April 2nd. This so called special team has never contacted me. And I spoke to the third party that owns the property. They never accepted the reservation and it’s well over a month already. This is preposterous! Do you realize the urgency in this matter? 579$ is a lot of money that I need right now. This special team doesn’t have a number and Expedia keeps brushing the matter off. All they are saying is someone will get back to me but I’ve been waiting over a month. This is unacceptable. I will file a law suit as I’ve already contacted lawyers
Sincerely
I purchased a flight back in January and with the unprecedented issue of Coronavirus, my flight plans are falling apart, forcing me to cancel my trip on May 1st, 2020. I called my airline (***) and they cancelled my flight for me along with the information that I should receive a full refund because of the situation and the fact that my flight was pushed back anyway. I just need to contact Expedia to confirm the refund.
Expedia's website makes it horribly difficult to cancel and their hold times of over two hours as of now are horrendous. I understand that the situation is terrible and that it's hard to accommodate so many changes all at once but I just need my small flight amount to be refunded and it shouldn't be this difficult. For a company with many other branching companies included, it needed to be flexible and allowed us a better way to connect and fix the issues that we are experiencing..
May 4, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on January 28, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Phoenix, AZ to Austin, TX departing on May 1, 2020, for a total of $156.40. We understand that Mr. is seeking a refund since the flight reservation was cancelled by the Airline. On April 25, 2020, Mr. contacted Expedia to obtain a refund for the cancelled *** Airlines flight caused by the (COVID-19) disruption. The Airline was unable to provide options to accommodate the customer’s cancelled trip, therefore, Mr.’s reservation was made eligible for a refund. We then submitted the refund request to *** Airlines on behalf of Mr.’s.Upon further review, on May 4, 2020, we confirmed that Mr.’s reservation shows a refund of $156.40 is processing, however, an unprecedented number of refund requests, has caused delays. The refund will take up to 90 days to post back to the customer’s original form of payment. In addition, Expedia serves as a third-party intermediary we do not own, operate or otherwise run any airline and we are subject to the airlines refund time frame. *** Airlines is (the entity that received Mr.’s funds and is the company that charged his credit card). Moreover, Mr.’s agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Furthermore, Mr. may contact *** Airlines directly to validate the status of the refund as the Airlines is merchant of record, at the following number 1 (800) ***We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Melanie ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have been trying to get a refund from Expedia for airline tickets for months and way before this COVID-19 crisis started.
My wife has been diagnosed with a medical condition that prevented us from traveling. She has been hospitalized since Dec. 25th, 2019. I was given a letter from the doctor and hospital stating the fact that my wife was unresponsive and hospitalized.
I contacted *** and after much communication and filing of complaints, *** issued a full refund and authorized Expedia to complete the refund.
To this date, Expedia has not complied and they keep providing excuses that they are working with the airline and implying that certain policies apply. *** has stated that they have already authorized a full refund with no penalties and there is no reason why a full refund should not be granted regardless policy.
May 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation.Our records show on August 19, 2019, Mr. or an authorized account user self-booked a vacation package on ***’s website under itinerary ***. Travel was with *** Airlines, traveling from New York, NY USA to ***, *** departing on February 13, 2020 and returning on February 23, 2020. The package includes a hotel and car rental with stay at ***, *** for a check in on February 14, 2020 and a check out on February 20, 2020, for a total of $5878.30. We understand Mr. is requesting that Expedia refund the airfare portion of the reservation based on an extenuating circumstance. On December 30, 2019, Mr. contacted Expedia to cancel and request a full refund due to an extenuating circumstance. Therefore, we reached out to, *** hotel to submit a request for a full refund. Regrettably, the hotel responded with (50) percent penalty fee for canceling the non-refundable hotel accommodation. On January 1, 2020, we then informed Mr. by email, that the hotel has agreed to refund $1071.56.On January 7, 2020, Mr. contacted Expedia to cancel the car rental due to his immediate family members health. The rental was cancelled and a full refund of $546.94, was processed back to the customer’s original form of payment.On February 4, 2020, Mr. contacted Expedia to cancel the flight reservation and complete the hotel cancellation/refund. We honored Mr.’s request by canceling his flight and sending a request for a refund due to an extenuating circumstance. Then we reached out to the *** hotel to request the (50) percent penalty fee be waived. However, *** Airline denied our request for a refund. In regards to the hotel, we were able to get the penalty fee reduced to a 1-night stay, plus tax. Therefore, we processed a refund of $1848.33, for the hotel stay back to the customer’s original form of payment. Between February 7, 2020, and April 22, 2020, Mr. contacted Expedia several times requesting a refund for the flight. The airline responded to each of our emails with their non-refundable ticket terms. On April 22, 2020, *** advised we may submit the refund request for their review. We then sent Mr. an email informing him that we completed *** documentation and his case is currently processing.See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book the package reservation:• *** Airlines cancellation and change policy: Tickets are nonrefundable and nontransferable. Itinerary changes are permitted, fee may apply. A change fee of $300.00 per ticket is charged by the airline for changes.• *** cancellation and change policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.• Cancellations: A booking can be cancelled before the rental begins. In the event of cancellation, the payment in advance already made towards the rental shall be paid back subject to a cancellation charge, which will be withheld and shall be in the amount of the rental charge ( including any extras and charges) for a maximum of 3 rental days.We understand that Mr. situation is complex due to an extenuating circumstance. We’ve worked incredibly hard with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that the travel providers policies may not permit the exceptions that Mr. is seeking. But know that these are extraordinary circumstances that our travel partners are trying to work through and Expedia Group must follow the airline policies.’Moreover, Mr.’s agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.Upon receipt of the Revdex.com complaint, on May 5, 2020, we sent a second refund request to *** Airlines on Mr.’s behalf. We were informed that due to the Coronavirus pandemic, numerous requests for a refund has caused delays in processing. We are unable to provide an exact date that *** will respond to our refund inquiry. When *** responds to our refund inquiry we will contact Mr. directly as we are subjected to the airlines approval.We have continued to serve Mr.’s to the best of our ability as we are committed to serving the needs of our customers, while also maintaining the various policies of our travel partners. Due to the information provided above, we are unable to honor Mr.’s refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: *** has already authorized a full refund. See attached text of email from *** stating that a full refund has been authorized.
Not sure what authorization Expedia is waiting for.
Sincerely
May 26, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com complaint number ***). We regret to hear Mr. did not accept our response/or resolution offered.We reviewed the documentation Mr. provided to support the total package price breakdown. Our records show on August 19, 2019, Mr. agreed to pay $5878.30, for the flight, hotel and car rental. The following is Mr. verifiable package breakdown:*** Flight: $3,188.24 *** Hotel: $ 2,143.12*** Car Rental: $546.94Total package valued at: $5878.30The following refunds recorded by Expedia and provided to Mr ***:*** Car Rental: $546.94, refunded on December 31, 2019 *** Hotel: $1,848.33, refunded on February 5, 2020*** Flight: $3188.24, refunded on May 20, 2020Total amount refunded: $5583.51Upon further review, on February 05, 2020, Mr. contacted Expedia to request that we cancel/refund his (non-refundable) hotel accommodation. In order to override the agreed upon cancel policy, we contacted the hotel to seek an exception. The *** Hotel manager advised they will bill Expedia for the first night, plus tax. However, we are permitted to return the remainder of $1,848.33, without a charge. We then informed Mr. of the penalty fee of $294.79, to cancel the hotel stay, he agreed to the associated penalty fee and the reservation was cancelled/refunded. At Expedia, we do follow the rules of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Additionally, we are a third party-intermediary (the entity that assists in the distribution of travel products to travelers) we must follow the hotel’s refund decision. We recognize the unprecedented times consumers are facing, but we are unable to issue a refund based upon the charge applied to Expedia per the exception issued to Mr. on February 5, 2020.We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I am still waiting to receive the refund from *** for the airline tickets in the amount $3188.24. I understand the refund was made on May 20th and could take 30 days. Hopefully I will not have to reopen this complaint.
Sincerely,
***
***ALL DOCUMENTATION PERTAINING TO CASE REDACTED BY Revdex.com
We wish to be refunded for the monies we spent for 3 rooms and a 2 night stay. The total is $1256.82. My wife and I booked a trip with our family before this coronavirus became as serious as it is. I read on the *** motel website that these rooms are "non refundable" but , truthfully, I was not aware of that when I booked and paid for them. How can that be, when there is practically 3 months left to rebook them? This is a strange and scary time in our lifes. My wife and I are both in our 70's with health concerns and travelling doesn't make a lot of sense.
May 23, 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 hotel reservations. Our records reflect three rooms at the *** for two adults in each room,
checking in June 27, 2020 for two nights. And a Hotel Booking Protection plan with ***. We understand Mr. is requesting a refund due to concerns
following the Covid-19 pandemic.The
reservations booked are non-refundable and cannot be changed, however Expedia
has advocated on behalf of the customer to the *** Hotel and was
advised they will make an exception to refund due to the Covid-19 pandemic. Expedia
has cancelled all three rooms and issued three separate refunds totaling
$1202.82. Refunds may take up to 30
business days to reflect to the original form of payment used. Unfortunately
we are unable to provide a refund for the Hotel Booking Protection plan, as this is non-refundable. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
***ATTACHMENTS REDACTED BY Revdex.com
I had a credit for a *** flight 2 totaling $744.06 that I booked through Expedia with Travel Insurance. Expedia said I had to call before 4/1/20 to rebook. I made 4 or more attempts sitting on hold for 4-6 hrs each time. I would reach someone, give them the new flight info, be told it had to be approved by a manager then put on hold again only to be disconnected. This happened several times. Finally on the 3/31/20 after waiting over 4 hours she said she saw where I called several times, saw my itinerary I wanted and said a manger would call me back. This was at around 10pm. The manager called back at 1:07am on 4/1/20 and said the computer wouldn't put it through and someone would call me back in 24 hours. I haven't received a callback and I can't reach anyone and don't want to lose my $744.06 credit. I understand the coronavirus has everyone busy, but its not fair for me to lose the credit
May 5, 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 or flight credit. We understand that Ms. is requesting a refund/credit for the cancelled flights.
Our records indicate on April 1, 2019, Ms. or an authorized user of the account self-booked two round trip flights on *** Airways departing on June 11, 2019 from New York, NY, USA to Willemstad, Curacao and returning on June 12, 2019, with a four night hotel reservation at ***, *** All Inclusive along with the Package Protection Plan via ***
We can confirm on May 22, 2019, the customer called in due to a change of plans. The customer asked to cancel the reservation. The customer wants to cancel the whole package reservation due to change of plans. Our representative was unable to process in the system due to system message.
On November 2, 2019, the customer called in asking about the credit policy. And called again on March 22, 2020, the customer called in and wanted to know the ticket validity of the reservation. Our representative advised the customer of the details of the reservation and she stated she did not have any new options yet.
On March 30, 2020 and March 31, 2020, the customer called in to use credit. JFK-ATL ( oct17 ) - 5:59am - 8:21am ATL-LAS ( oct19 ) - 6:00am - 12:30pm ( connecting BOS ). She was wanting to a *** flight for JFK-LAS oct17 - 5:59am - 8:25am returning oct 19 6:00am - 12:30pm connecting BOS. The call was disconnected and not documentation of the representative trying to contact the customer back.
After further review on May 5, 2020, Expedia was able to verify the credit expired on March 31, 2020. The new travel needed to be booked and travel by that date. Expedia verified the various notes and documentation on the customer account and was not able to see where the customer was advised of the 12 month validity period from the original date of issue. Based on that validity period not being advised. If the customer makes a new reservation and pays for it, after the 24 hour period Expedia will refund up to $372.03 per ticket for the same travelers booked, with a one-time maximum refund of $744.06. New travel must be book by September 30, 2020. The customer will need to contact our Customer Service Department at 877-*** to get new reservation booked, if it not booked online and get refund issued.
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 booked a trip that had to be cancelled secondary the covid 19 pandemic. Nationwide health crisis. This was a dire emergency and they refuse to refund me my flight fees even though the federal government is providing these companies with bail out money. Nor will Expedia deliver my unused vacation waiver refund for a vacation that was forced to be cancelled. Florida was shut down and there was a stay at home manadate given by the president, nih, who, mayor , and governor
May 4, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund for the flight portion of the reservation.
Our records indicate on December 15, 2019, Ms. or an authorized user of the account self-booked a six round trip flights with *** Airlines departing on April 6, 2020 from Newark, NJ to Orlando, FL and returning on April 11, 2020 along with a six night hotel stay at ***, a five day car rental with *** the Collision Damage Plan and the Vacation Waiver via ***
We can confirm on March 7, 2020, the customer called in asking about the coverage of the insurance.
On March 11, 2020, the customer called to cancel the reservation. Our representative informed of the policy. The customer was ok asked and asked for a supervisor. The customer call was disconnected, our representative called back but was unable to reach. On March 12, 2020, the customer called in but our representative was unable to get a reply. Our representative tried calling back and was not able to reach.
On April 6, 2020, the customer called in to cancel the insurance and our representative advised the 15 day timeframe to cancel has already passed and it cannot be cancelled. On April 20, 2020, the customer called in to check the validity for *** flight credit due to what was seen on the news. Our representative advised *** was going to have 2 years as a validity period. On April 24, 2020 - the customer called in to check to check about future travel credit. Our representative advised the customer of the flex policy for the *** Airlines flight. The validity period has been extended to 24 months from the date of booking.
After further review on May 4, 2020, Expedia was able to verify that we emailed the customer on April 24, 2020 and advised *** Airlines COVID19 policy states the ticket is nonrefundable, each ticket has a future travel credit valued at $658.60 per passenger for the same passenger and airline. New tickets must be reissued within 24 months from original ticket date (12/15/20). Rebooked travel must commence within 24 months from the original ticket date. Exchange fee is being waive any increase in fare is the responsibility of the customer. The hotel reservation was refunded $986.35 and rental car rental was refunded $550.82 on March 14, 2020. The refunds were issued to the original form of payment.
Ms. can contact our Customer Service Department at 877-*** when she is ready to exchange the tickets.
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.
Based on the above Expedia is not able to honor 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,Di-Di ***Corporate Correspondence Team
We planned a trip to Hawaii this past month and chose to pick a hotel through Expedia. At the time it did say there were no refunds. That being said, the hotel sent us an email requesting for us to cancel--so we did (I can share this email if that would help--we shared it with Expedia via email but still no response). We then called Expedia and spent three days on the phone, trying to get someone on the line. When I finally did reach someone they told me that I had reached the wrong department and hung up on me. I have sense sent multiple emails with no replies. Since there has been no response from them I am now reaching out to you to help solve this problem. The airline, all other travel activities, car have all refunded or rescheduled for a future date.
May 4, 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 *** hotel checking in March 20, 2020. We
understand Mr. is requesting a refund or credit.The dates Mr. booked were affected
by the Covid-19 pandemic and an email was sent with instructions on how to
cancel the booking with possible eligibility for a coupon on non-refundable
rooms. The reservation booked is non-refundable and must be approved by the
property for refund requests. The hotel was contacted via email to advocate
for a refund/credit on behalf of Mr..An Expedia Representative will contact
the customer when the property responds to the request. Please note, requests
are subject to hotel approval and not guaranteed a refund/credit.We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.Sincerely,Michael ***Corporate
Correspondence Team
I have been trying to cancel a flight for over a month now. The company gives me a runaround every single time telling me to call a number, which will disconnect every time. Their website chat is in a loop where you can't reach anyone either. I was informed a month ago my flight would be canceled and I would be refunded, but they still have not done this. I feel they are taking advantage of people during this pandemic.
May 5, 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 *** from Fairbanks,
AK to Bangor, ME on June 7, 2020, returning June 17, 2020. We understand Mr. is requesting a full refund of the
tickets.*** Airlines
is extending future travel credit to Mr. valid to begin new travel by
December 12, 2021. The airlines will also allow a voucher to be issued valid
for two years from the date it will be issued, and can be applied to another
passenger if Mr. will be unable to travel. *** Airlines will issue
this voucher directly if Mr. decides to choose this option.Mr. must call Expedia when ready to re-book new travel or arrange a *** voucher. 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 was told on two separate occasions that Expedia would refund my purchase by supervisors after my case had to be escalated multiple times. Then they claimed they had no record of those conversations and would not honor their response.
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 Mr. provided to further address his concerns.We do not show any record of an Expedia agent promising a refund
for the flights. Multiple attempts have been made to reach the customer to
inquire on the date and time an agent possibly promised the refund to verify
through our phone records, however there was no answer and multiple voicemails
were left. *** Airlines has extended future travel credit to Mr.
to be used 24 months from the original ticketing date. New travel must be
reissued/commence by December 12, 2021. Change fees will be waived by the
airlines, while fare difference may apply.We
understand that the customer is 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 Mr. was
looking for, but know that these are extraordinary circumstances that travel
partners are trying to work through and Expedia Group must follow the airline
policies. We thank you for allowing us 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
Complaint: ***
I am rejecting this response because:
Sincerely
Expedia is still claiming that they did not agree to process a refund. Their records should show the amount of times that my case was elevated to supervisors because of the issues I experienced. There is zero reason why they should not refund this transaction. They are trying to take advantage of people during a crisis.
Back in September my friend ***l and I booked a trip to Las Vegas using Expedia for the time frame may 12th- may 18th. we booked the trip for 4 people us and our girlfriends. then this whole corona virus hit and the festival we were going for, ***, got postponed till October, and that is even if it still happens. well me and my girlfriend cannot make it even though my friend and his girlfriend can. hes telling me that they will not issue the refund for our share. they will only allow you to change the tickets dates. clearly this is an issue during a hard time right now and people are gonna need the airlines and agencies to be flexible and work with us citizens. they are usually always unfair when it comes to name changes and cancellations well now is not the time to be stickler. our government just bailed them out with billions of dollars there is no way I cannot get my $1500 dollars back for my share of the purchase. the itinerary is ***l was the purchaser. I have to be the one to contact Revdex.com casue he has never done it before and im the one fighting for my money here. him and his girlfriends still want to go in october. please help me get my money back from Expedia they should be bankrupt right now if it wasnt for our tax payer dollars. they cannot do this to me. it should be illegal. I dont want to get corona virus or lose my money just because they wont refund my money and have a heart during a CRISIS like CORONA VIRUS!!
May 5, 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 Philadelphia,
PA to Las Vegas, NV on May 12, 2020, returning May 19, 2020. And a
seven night stay at *** for four adults
with round-trip shuttle service by ***. We understand Mr. is requesting a complete refund due to the Covid-19
pandemic.On October,
11, 2019 the hotel portion was cancelled and a refund processed for $1619.95.
The shuttle service has been cancelled and refund processed for $51.08. Refund
timing may take 30 business days to reflect on the original form of payment
used.United
Airlines has extended future travel credit to customers to begin new travel by September
29, 2021. The airlines will waive any change fees, while fare difference may
apply. Mr.
must call Expedia when ready to re-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
On 10/29/2019, I used expedia.com to purchase a Miami-Milan-Miami plane ticket with flights operated by ***; outbound on 1/16/2020, inbound on 1/27/2020. The breakdown of the ticket cost in the confirmation email I received from expedia.com is: Flight: $6.00,Taxes & fees: $399.15. I was only able to use the outbound flight. Before check-in closed for the inbound flight, I called expedia to cancel my flight and was told this there was no need to as the ticket was not refundable and taxes were refundable no matter whether I would cancel my ticket or not. I then called the airline that confirmed the same. 12 hours after not taking my flight (and not check-in, onviously), I had an online chat with expedia.com asking for a refund of the unused portion of my taxes. After contacting the airline they informed me that this was not possible. In their conditions of use, expedia.com states that they charge no fee to process all sorts of refunds. In the condition of carriage associated with the ticket, there is no mention of taxes and fees not being refundable (including no mention of them not being refundable in case of no show) and there is also no mention of any handling fees to process taxes and fees refunds. Therefore, I am contractually entitled to receive a refund for the taxes I did not use.
May 5, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** from Miami, FL to Milan,
Italy on January 16, 2020, and returning January 27, 2020. We understand Mr.
*** is requesting a breakdown of the taxes for the flight and a refund for
the UN-used taxes.
On January 27, 2020, the inbound flight was unused and considered non-refundable
as the fare purchased with *** is “light fare”. The unused taxes are
refundable however according to the airlines. The tax breakdown for the flight
is as follows: Base fare - $6.00 TAX 270.00YQ TAX 34.00YR
TAX 37.20US TAX 5.89YC TAX 7.00XY TAX
3.96XA TAX 5.60AY TAX
19.90IT TAX 2.90VT TAX
7.20HB TAX 1.00MJ
TAX 4.50XF Total fare is $405.15 According to ***, the refundable (airport taxes) allowed are (HB, IT, MJ,
VT). Unfortunately *** is unable to determine the UN-used taxes, and as a
result Expedia will refund the total amount for the refundable taxes. A refund of $31.00 has been processed to Mr.. 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
Complaint: ***
I am rejecting this response because I find it illegal that tax codes concerning the arrival of international passengers into the United Sates are not being refunded; these are: YC (Customs User Fee), XY (Immigration User Fee), XA (APHIS User Fee), US (Transportation tax arrival/departure). Also, nowhere do I find mentioned in the attached fare rules that *** keeps unused airport/government taxes. As I never used this ticket to enter the United States, I request a further refund of USD54.05.
Thank you.
Sincerely
May 11, 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.As a one time courtesy, Expedia will process a refund of
$54.05. Refunds may take up to 30 business days to reflect to the original form
of payment used.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
*** ALL CASE ATTACHMENTS REDACTED BY Revdex.com
We had a family vacation planned in Folly Beach, SC for the week of March 28th through April 4th. I booked 2 rooms for March 27th through Expedia with the *** of Brunswick, GA. We planned to drive to Brunswick and spend one night at the *** Brunswick on our way to Folly Beach. There were 3 people traveling, myself, my husband and my grown daughter so I booked 2 rooms. I got the email from Expedia that my reservation was confirmed-#***. All of our travel plans had to be cancelled due to the Coronavirus Outbreak. The email from Expedia has a cancellation button. When our trip was cancelled I clicked the cancellation button on the Expedia email and received a confirmation email that the reservation had been cancelled. I have that email also.
On March 30 my credit card was charged $170.76 by the *** in Bruswick, GA. I called right away and the manager, ***, refused to refund the charge because she said I did not cancel both rooms. I explained to her that I cancelled on the Expedia email and there was only one itinerary number for both rooms (on both emails) and that I have the confirmation email from Expedia that my reservation was cancelled. At first I was told that Expedia had my money but *** has since admitted that they charged my account and have the money, not Expedia. I have spent hours between ***, Corporate *** and Expedia trying to resolve this issue but unfortunately no one will refund my money.
I am in no way responsible for this charge on my card and I consider this theft. I had arranged to pay at the hotel when we arrived. I did not give *** permission to charge my card and I did not give Expedia permission to share my card number with the hotel. I canceled with plenty of time to spare and I am astonished that 2 large company's such as *** and Expedia would treat a customer in such a disrespectful manner even during the health crisis.
May 5, 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 for two rooms at the ***
Brunswick, checking in on March 27, 2020. We
understand Ms. is requesting a refund for one room.
On March
21, 2020 one room was cancelled while the other was still active. One room has
since been considered no-show by ***. We reached out to the property to ask
if an exception for a refund can be made as both were intended to be cancelled. Expedia was
advised the hotel will reach out to Ms. directly for consideration of the
refund after they investigate as to why only one room was cancelled and not the
other.
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
Expedia Customer Care was extremely rude, disrespectful and of no help whatsoever in my struggle to get a refund. Once again, there were 2 rooms on one itinerary and I clicked on the cancel itinerary button on their email. No one would have thought to call and ensure Expedia canceled both the rooms on the single itinerary.
I see no apology or accountability for THEIR mistake and the excessive disrespect from their customer care center.
I will NEVER use Expedia again!
***
Complaint: ***
I am rejecting this response because:
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 Ms.
*** did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.On March 20, Ms. or someone with account access cancelled
one room online via the Expedia website. We have reviewed the session the
customer made online and confirmed only one room was cancelled as the customer was
prompted only one room for a total of $170.76 will not be charged. On May 5,
the customer confirmed via email she received a refund from ***
Brunswick. We apologize for the experience Ms. received and have added a $50 travel coupon to her
account. The coupon is valid for a pay-now hotel reservation, and will expire
June 30, 2021. 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
Once again Expedia refuses to accept accountability for their incompetence. Exactly the reason I do not accept their response! There were 2 rooms on 1 itinerary, with 1 itinerary number. They sent me the confirmation email and stated I could cancel without charge until whatever the date was. The email had 1 cancellation button for the itinerary that was for 2 rooms! When we found we could not travel I pushed the cancellation button and received an email from Expedia stating that my reservation had been canceled. It did not say "we only canceled one of the rooms on your itinerary". It said your reservation has been canceled. Then, in the middle of this health crisis, when all travel had been halted, instead of working to resolve the problem they bamed me, the ***, then me again and on and on.
This is an extremely deceptive company and the buyer should beware! No accountability and extremely rude customer service representatives.
cancelled my April BOS-LIS flights I booked via Expedia COVID related. When calling *** directly, they said I would need to contact Expedia, they would get me a *** issued voucher valid for a year to book new flights. When calling Expedia, the costumer service agent said the vouchers we get would require a return trip need to be completed by 23 Nov 2020 (I also got this info via email). When I asked why that information is different from what the *** agent offered, the Expedia customer agent hang up on me after a 2 h (!) call and me waiting over an hour for getting attended.
May 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting to honor the same date as the *** agent informed on a previous call due to the Coronavirus outbreak.
Unfortunately we were unable to locate an account or itinerary with the information provided. To better assist you with this matter, we ask that you either
reply to this email or contact the number provided below with the applicable itinerary number and email address associated with this complaintWhile we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because I provide additional details:
The Expedia Details are:
Account Email: ***
Flight credit for #***
Sincerely
June 7, 2020
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our
response and/or resolution offered.
Please understand that the penalty rules and restrictions stated to Mr. are rules imposed by the airlines and is consistently changing throughout this
COVID-19 crisis. *** Portgual will advise to contact Expedia because the reservation was purchased through a third-party agency (Expedia), that does not
mean Expedia can override the airlines policy provided to us during this pandemic. Please follow the ticket validity date on the recent complaint on June 2,
2020, as tickets must be rebooked by December 31, 2020, as this was the most updated information currently at this time.
While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Aas a consequence of my disappointment about this conversation with Expedia on the Revdex.com platform and in light of my doubts Expedia would provide me with help to resolve this complaint on this platform, I called Expedia Customer Service last week again and finally got a competent and helpful person able to resolve this complaint in minutes.
This Expedia Customer Service agent was able to quickly get me the respective flight vouchers directly issued by ***, I actually have them in my hands now:
- problem resolved within a few minutes
- with a 20% increase of value as courtesy of ***
- valid for 2 years
All this is obviously in sharp contrast to the repetitive statements sent from Expedia as a reply to my complaint, and I leave it up to Expedia to judge this.
While the problem is solved now for me, I rejected your reply because it did not resolve the issue for me and it contained incorrect information.
With best regards,
***
To Revdex.com:
We can close this case now. Thanks for your help.
Sincerely
I had to cancel my wife and I's flight due to the cruise cancelling our trip. Instead of getting a full refund after I had paid for insurance on the flight I am instead getting an airline credit, but I have no idea when we can attempt another cruise and we hardly fly so this is not acceptable, I should get my money back less the insurance premium paid for the flight. I have tried using the Chat and call in tool and because of workload which I understand no one can help me, but they offer no means for re mediating this dispute and the tool hangs up on your or the chat just starts all over. Our flight itinerary is ***
Ticket # ***
***
Ticket # ***
Pricing Summary
Traveler 1: *** (Adult)
$306.10
Flight
$245.58
Taxes & fees
$60.52
Traveler 2: *** (Adult)
$306.10
Flight
$245.58
Taxes & fees
$60.52
Cancellation Plan
$44.00
Total
$656.20
Unless and otherwise specified, rates are quoted in US dollars.
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 Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight
reservation. We understand Mr. *** is requesting for a full refund of his flight reservation due to the
Corona virus outbreak.
Our records indicate that on January 1, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a flight reservation using Expedia’s website, under itinerary *** for two travelers. Departure on
*** Airlines for April 18, 2020 from Sioux City, IA to Miami, FL returning on April 25, 2020 with added Travel
Protection Cancellation Plan.
Upon review we verified that Mr.’s ticket is non-refundable with changes permitted. *** Airlines stated if
the passenger can provide documentation for covered reasons such as medical, death etc. then he is eligible for a refund.
The passenger can submit information on www.refunds.aa.com. While we regret that the experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Why should we have to pay for tickets that we were not allowed to take, granted expedia doesnt want to be part of the refund process, but this was something beyond our control and who knows when we will be able to fly again, we are not asking for more money than what we payed, we are asking for a return of our money as neither expedia or the airlines could deliver on our air fare due to MANDATED travel bans in the state of Florida.
Sincerely
Due to Coronavirus we can not travel to Australia. Our flight is on May 8, 2020. Our itinerary number is *** I have been trying to cancel through their web site but it does not work. I tried the phone lines but they are not answering phone calls. I don't know what else I have to do get a response from them. I even have a travel insurance.
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 her flights.
Our records indicate on March 2, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airways departing on May 8, 2020 from Washington, DC, US to Proserpine, QLD, Australia and returning on May 21, 2020 along with the Flight Protection Plan via ***
We can confirm on April 6, 2020, the customer emailed Expedia advising she was trying to cancel the reservation online and over the telephone for the past 10 days and has not had any success. Expedia replied on April 7, 2020 advising that the refund request is not applicable to the reservation and advised the reservation qualifies for *** COVID19 flight credit. *** is waiving the exchange fee and is allowing the customer to change their flights with a future flight credit, the credit is valid until December 31, 2021.
After further review on May 6, 2020, Expedia was able to verify the flight reservation was requested to be cancelled on April 9, 2020. Expedia verified that we emailed the customer on April 7, 2020 and advised of *** Airways COVID19 future travel credit policy. Expedia was able to review the *** Airways COVID19 policy and it advises as follows:•Waiver is valid for tickets issued on/after 31 January 2019 booked for travel on/before 30 September 2020•Ticket can be held in credit until 31 December 2021 (ticket must be reissued and travel completed by 31 December 2021Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating 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.
Based on the above Expedia is not able to honor the refund request. Ms. can contact our Customer Service Department at 877-*** when she is ready to exchange the tickets.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
Airlines cancelled the flights and now Expedia offers airline credit which is worthless to me because I can't use it. I need to go to Finland before end of July 2020 but *** don't have any flights available in the foreseeable future. I bought the ticket via Expedia.com but *** Airlines charged my credit card. Now Expedia and *** Airlines are "blaming" each other. *** Airlines says that they can't do anything because I bought the ticket from Expedia (please note: the airline charged me, not Expedia). Expedia says that they need to follow the airlines' terms and are offering airlines credit. To me this is never ending loop and the fact is they keep my money ($689.55) but I don't get anything.
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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is seeking a refund of $689.55 instead of the future travel credit.
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.
Upon further research, we were unable to locate an Expedia account or reservation related to the complaint. We respectfully request that you provide us with the itinerary number of the booking and/or the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
In practice Expedia could have located the disputed transaction but they decided to play time.
However, as of this morning I have got money back from *** Airlines to my *** credit card account. Now I must get money to my back account because I don't want to have a big negative balance on my credit card.
Sincerely
Itinerary #***
I booked a trip from SFO to TPE stopping through HKG for 5 passengers. I am entitled for a full refund because of the COVID-19 refund policy published by ***. My flight from SFO is also cancelled and *** attempt to move me to a flight earlier. This (in addition to the COVID-19) also would entitle me a full refund.
I have tried contacting Expedia as soon as I could so to confirm my tickets could be cancelled. But there is no reach to reach anyone until 72 hours before the flight. That is not enough time as I have to cancel other arrangements such as lodging. So I took the site advice and Cancel via the Webpage. The instruction is not very clear and confusing. But the end of it is that I might be receiving very restrictive airline credit (cannot change name, has to be used by Dec 2020) after waiting for another 30 days.
There is no reason Expedia can not offer full refund via the Web page cancellation. It is super hard to get hold of an agent when I tried before. Later becomes impossible after the 72 hours time to departure rule.
May 3, 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 Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package
reservation. We understand Mr. *** is requesting to cancel his package due to the Coronavirus outbreak.
Our records indicate that on December 2, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a multiple flight reservation using Expedia’s website, under itinerary *** for a total of five travelers.
Departure on *** for April 6, 2020 from San Francisco, California to Taipei, Taiwan returning on April 17, 2020
from Hong Kong, Hong Kong to San Francisco, California.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** on your flight due to
the Corona virus outbreak. *** has provided a travel advisory that allows Mr. to receive a full refund.
The process can take some time because as soon as we have initiated a refund in our system, the information will
automatically be sent to the airline's system. Once the airline receives notification of refund request, it has to inform the
credit card company or the issuing bank, which then has to credit your account. However, it also depends on the credit
card company as to how long it will take them to complete the refund process and have the amount posted to your credit
card statement.While we regret that the experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution, with some assumptions, is satisfactory to me. Specifically I assume from reading the letter that Expedia has initiated a refunding (not airline credit) process. I understand it can take some time and willing to monitor for at least 30 days before contacting Expedia.
Thank you so much for your help!
Sincerely
I have called countless times regarding our trip. We had our trip cancelled due to COVID19 therefore it was out of our control and we should receive a refund. I just called two more times on hold for over an hour and got cut off then again for 51 minutes and got cut off. I am tired of this. I wish for you to respond to my email and call me back at ***. The trip has been cancelled due to COVID19. That is out of our control I demand a refund and not a credit. Many people require time to save and plan for a trip like this and I do not believe a credit is appropriate and believe expedia should fight on their customers behalf to have the airlines refund us. Expedias job is to mediate between airline and customer and this is what is need now! Especially in times like now where people are not working and losing out on so much money already. Please call me promptly.
May 4, 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 combined one-way fare with *** and *** Airlines departing Los Angeles, CA to Honolulu, HI on April 6, 2020, returning April
10, 2020. And a four
night stay at ***, with a car rental through *** Rent and a Package
Protection Plan with Travelguard. We understand Ms. is
requesting a complete refund for the package due to the Covid-19 pandemic.On March 21, 2020 *** airlines cancelled
and changed the flights to depart from Los Angeles at 2:59 P.M rather than the original
7:55 A.M. The flights qualify for a refund as per airlines policy. The refund
has been initiated by Expedia and will be processed by ***. *** airlines
cancelled the flights as well on March 18, 2020 and has been processed for
refund on April 28. Refund timing may take two billing cycles or more dependent
on the airlines and credit card companies.The *** hotel and car rental was
cancelled and processed for refund on March 23, 2020 for a total of $782.80. Unfortunately
the Package Protection Plan cannot be refunded. Refunds processed by Expedia 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
Complaint: ***
Please outline the total of the refunds being issued the protection plan was very minimal and I want to insure I am refunded the full amount of airline tickets, hotel and rental car.
Sincerely
May 18, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: ExpediaDear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Ms.
*** (Revdex.com case number ***). We regret to hear Ms.
did not accept our response.Upon further review of the complaint, we can confirm that
a total refund in the amount of $1,787.20 was processed for Ms.’
cancelled reservation. The remaining amount of $156.00 was for the purchased protection
plan; to which, the fees are non-refundable. Again, we thank you for allowing us to address this
matter further. As no new information has been
provided about the issue, we respectfully request the Revdex.com close this caseSincerely,Erika *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
thank you the refund are now coming through.
Sincerely
Expedia didnt respond to any of my calls or chats about a refund for a canceled trip March 21st-3-24. There was and still is a travel ban. Under any other circumstances we wouldve went on our trip. We received credit for our flights. Our hotel fees was not refunded to us. I honestly feel like Expedia kept our money.
May 4, 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 Mrs.
*** is requesting for a full refund of her hotel reservation due to the Coronavirus outbreak.
Our records indicate that on December 2, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines for March 21, 2020 from Orlando, Florida to Nassau,
Bahamas returning on March 24, 2020 with stay at ***. With added Travel Protection Vacation Waiver
and ***
We are pleased to confirm that we processed a refund request in the amount of $840.08 for the hotel. The time it takes the refund to post to Mrs.’s
account varies, depending on the time it takes the credit card company to process refunds.
While we regret that the experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team