I purchased a bundle travel package mid January 2020 for a trip April 4th. After the Covid-19 pandemic occurred, Expedia would not talk to anyone about cancelling their trip unless it was 72 hours before departure. I respected their wishes and didn't try to call or chat them until 3 days before my trip. The 1st day I was on hold for 2 1/2 hours before giving up. The next night I was on hold for 4 hours before someone finally picked up then stated I was breaking up and hung up on me. I was on a land line. Then I chatted them online. I was told that I'd be refunded my hotel fee and the airlines would issue airline credits but they would not refund me the $150 insurance waiver I purchased. I explained that that was not fair because it was not my decision to cancel my trip. I did not cause the virus that cancelled my trip. And if we weren't going through this virus right now, I'd still be taking my flight on 4/4. It was not right to use unnatural causes against me. The agent then stated the hotel charge will be issued in 5-7 days but not their insurance fee and then disconnected my chat. I understand completely that the insurance is purchased in the unlikely event that a person needs to cancel for whatever reasons. But when a trip/hotel is cancelled by the agency for reasons out of my control, I don't see why I should be penalized financially for that. I understand Expedia is under a lot of pressure right now and the calls/chats are at unprecedented amounts however that does not mean you shouldn't do whats fair, honest an right to their customers. During a time like this, these types of expenses should be refunded in full without having to call and beg for our money back. On top of having to wait hours to get through to someone and they hang up on you or are rude.
Expedia.com Response
• May 03, 2020
May 3, 2020Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) regarding her flight reservation. Our
records indicate that on January 28, 2020, the customer, or an authorized user
of the Expedia account, self-booked a package for two passengers on Expedia’s mobile
site, under itinerary ***. The package included a roundtrip flight
with *** Airlines from Washington, DC, to San Francisco, CA, departing on
April 4, 2020, and returning on April 10, 2020. We understand the customer is
requesting a full refund of the flight.On May
3, 2020, we sent a refund request to ***
Airlines and are waiting for their response. As soon as we hear back from the
airline, we will reach out to the customer with an update and further
instructions if applicable. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• May 08, 2020
Complaint: ***
I am rejecting this response because: expedia partially refunded my trip but did not refund the insurance purchased. It was not my choice to cancel my trip nor did I cause the virus that shut my trip down. However im being penalized the $150 insurance fee. The last time I spoke with luis from expedia he explained that I had to cancel my trip within 15 days of booking to get the whole amount back. 15 days after booking the virus was not an issue that it is now so I had no reason to cancel. Nor was I going to cancel at all. Expedia, the airlines and the federal govt cancelled my trip. Luis stated this is all in expedias policy. Nowhere in this policy does it state about a national pandemic. These are trying times for all and expedia is taking advantage of the situation. Their customers were not the reason the country was shut down so we should not be penalized for it.
Sincerely
Expedia.com Response
• May 15, 2020
May 15, 2020Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear ***, On May 15, 2020, we issued a full refund of your Vacation Waiver in the
amount of $150.00 due to COVID-19. It may take up to 30 days for the refund to
process, depending on your financial institution. Thank you and take care. Sincerely,Gayana *** Corporate Correspondence Tea
Customer Response
• May 15, 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.
Very very disappointed by the service they provide. Cancelled my flight and no refund was given. I booked my Flight to travel from YYZ - Del return. I took from Outgoing flight on the 19 Feb but cannot travel tomorrow on the 5 April due to Covid 19 Pandemic. My return flight was canceled by Air India as they are not flying so I called Expedia multiple times to get assistance. I waited for almost 4 days 10 hours to get hold of Expedia and they could not do anything. They asked me to take $100 refund wherein I paid total $1159 for round trip. I have been cheated by Expedia and they deny to honor Govt. policies wherein we have been informed to stay indoor. Every airline is giving refund at current situation but travel agency like Expedia is fooling their customers by blaming airline. I called Air India and they promised refund of remaining portion along with compensation but could not do anything as I bought my ticket through Travel Agency. On top expedia's agent disconnect the call when asked to speak with a supervisor. I need my refund back for complete ticket value as an compensation and harassment. Even my husband booked a flight with Expedia and he was treated in a same manner by them.
Expedia is playing deaf and pocketing the refunds of customers' prepaid-but-since-cancelled flights.
I purchased round trip airfare through Expedia.com several months in advance of our travels. Two days after arrival at our destination, the airline cancelled our return flight (originally still nine days away). Note: I did not cancel or try to change my flights; the Airline/Expedia forced the change on us. Within a day, the airline called me on the phone (actual human service agent) to try to rebook my return trip flight, but upon realizing I used Expedia, said I would have to handle refund/rebooking through Expedia. However, Expedia was 100% unreachable via online support or phone at all hours, day or night, for the entirety of the remaining nine days of our travels. Expedia's contact black-out forced us to purchase new one-way tickets to get home. It has now been another eleven days (twenty days total since the initial cancellation), and Expedia has still been 100% unreachable via any means at any time.
Obviously it's too late to rebook my flight, but I am due a full refund for my original return airfare at the very least; ideally I'd expect compensation for the significantly more expensive one-way airfare I was forced to purchase due to Expedia refusing (through unreachability) to rebook me.
Expedia.com Response
• May 01, 2020
May 1, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of the return portion of his flight that was cancelled.
Our records indicate on December 20, 2019, Mr. or an authorized user of the account self-booked a two round trip flights with *** Airways departing on March 11, 2020 from Austin, TX, USA to London, England and returning on March 23, 2020 along with an 11 day car rental with Enterprise via ***.
After further review on May 1, 2020, Expedia was able to verify there are no notes or documentation on the Expedia account in regard to the flight being cancelled. Expedia was able to verify the rental car was refunded $311.59 on February 7, 2020. We verified the outbound flight was taken and *** Airways unconfirmed the return flight on March 15, 2020. Expedia was able to verify no cancellation notification was emailed to the customer nor was Expedia notified of any changes on the record. *** Airway is currently closed. They have shorten their hours Monday thru Friday from 3am – 3pm EST. Since the complaint is due, we are advising of our findings and we will have to reach out to *** Airways at a later date and time. *** Airways is the merchant of record and decides if Expedia can submit for a refund.
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. *** 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 Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Customer Response
• May 02, 2020
Complaint: ***
I am rejecting this response because:
*** Airways was carrier for the outbound flight, but *** was the carrier for the return flight. Expedia is confusing the matter and causing unnecessary delay in stating incorrectly that this relates to *** Airways.
*** cancelled the flight and must have notified Expedia because Expedia emailed me to tell me my flight had been cancelled. So absolutely Expedia was aware, unlike what they claim in their response. *** also called me to try to reschedule my cancelled flight, but because I used Expedia for the booking, *** required that I use Expedia to rebook my cancelled flight. And that's the problem: Expedia refused, through unavailability both via phone and online, to rebook my flight. Expedia shut their services down completely, rather than assist customers in rebooking cancelled flights, forcing customers like myself to buy new one-way airfare for return flights.
Sincerely
Expedia.com Response
• May 11, 2020
May 11, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding a refund for the return portion of his flight that was cancelled by *** Airline and expects compensation for the significantly more expensive one-way airfare that he was forced to purchase.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia has reviewed the reservation and based on the involuntary cancellation Expedia attempted to contact *** Airways regarding the cancelled flight. *** Airways advised okay to refund the return portion in full. Expedia issued a refund in the amount of $862.38 ($431.19 per ticket) for the return portion of the unused flights. The refund will appear on the original card charged within the next 30 days. Without prior authorization Expedia would not reimburse for a flight that the customer decided to purchase. *** Airways advised that the flight could have been rebooked for a different day; it may have been difficult to reach them but it was not impossible. *** Airways advised the customer could go onto .com and file a claim with their Customer Support to see if they would refund some portion of the one-way ticket that Mr. purchased to get home.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,Di-Di ***Corporate Correspondence Team
DUE TO TRAVEL RESTRICTIONS OF covid-19, I WISH TO CANCEL MY TRAVEL RESERVATIONS. I PAID FOR THE VACATION WAIVER AND EXPECT TO RECEIVE FULL REFUND. EXPEDIA WILL NOT TALK WITH CUSTOMERS UNTIL THE TRIP IS 72 HOURS OUT. THIS IS INTERNATIONAL TRAVEL. I DO NOT WANT TO WAIT THAT LONG. I WISH TO CANCEL AND RECEIVED FULL REFUND OR BE ALLOWED TO CHANGE TRAVEL PLANS NOW . THEY WILL NOT ALLOW YOU TO SPEAK WITH AN AGENT AND THEIR ONLINE APP DOES NOT WORK TO HELP CONSUMERS. SYSTEM IS BROKE.
Expedia.com Response
• May 01, 2020
May 1, 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 on ***. Our
records reflect a round-trip fare with *** Airways departing Tampa, FL to ***, England, UK on May 5, 2020,
and return on May 13, 2020. And a seven night stay at *** with an Expedia Vacation Waiver. We understand Mr. is requesting a complete refund of the
itinerary using the Vacation Waiver, or re-book travel with the airline.
On April 14, a cancellation for the hotel was
processed and refund initiated by Expedia. The amount of $4073.25 has batched
out from our system on April 29 and is now in process with the customers
financial institution.
On April 14,
the flights with *** Airways was cancelled and as per airlines policy they
are allowing a future travel credit. The
value of the original tickets may be held and used as part payment towards a
future booking. Customers with a booked flight on/before April 30, 2021,
who do not yet wish to commit to a new travel date and destination can re-book
their flight with change fees waived until August 31, 2020, for a new start of
travel on/before April 30, 2021. Fare difference may apply.
The Expedia
Vacation Waiver does not apply to a cancellation for refund on Mr.’s
flight as *** Airways is allowing change fees to be waived using future
travel credit. Expedia has processed a refund of $316 for the waiver as it will
not be used for this itinerary.
Mr. must call Expedia when he is ready to
re-book travel with *** Airways.
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
My partner, ***, booked a vacation on Expedia.com for us to the Bahamas beginning 3/31/2020. We both paid equally for this vacation. Due to COVID-19, we had to cancel this trip. We got a full refund for the hotel and we submitted a full refund request for the flights which has gone ignored. I called each of the airlines (*** & ***) individually and they said only Expedia can authorize the refund. I spent a collective 8 hours on the phone trying to get an agent, only for the calls to get disconnected. I finally got through to someone via chat yesterday and Expedia.com is REFUSING to refund the flights, stating that the airline will not authorize the refund. Additionally, the Expedia is lying stating the airlines aren't approving the refund, it's the other way around. We are both unemployed, and that's stressful enough. Also, the airline credit is ONLY able to be used with Expedia. I never want to use Expedia ever again in my life. It's clear they're only out for themselves and do not have the interest of their loyal customers in mind. I even went so far as to call the airlines again today after what Expedia told us yesterday about the airlines not issuing refunds and the airlines said that is a lie, and they are issuing refunds at this time.
Expedia.com Response
• May 01, 2020
May 1, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint
DepartmentRE: Expedia Case # *** Dear
Revdex.com, Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding flight reservation on itinerary ***. Our
records reflect a combined one-way fare with *** and *** airlines departing New York, NY to Nassau, Bahamas on March 31, 2020,
and returning April 4, 2020. We understand Ms.
*** is requesting a refund for the flights.
*** is
extending future travel credit to re-book travel through January 4, 2021. *** will waive change/cancel fees only (fare
differences still apply). Expedia
has advocated a refund request with ***, however a refund will not be possible.The ticket
status with *** shows that it has been previously refunded. This may have
been processed by the airlines directly and suggest the customer contact
***
for refund timing if a refund was approved.
We understand that Ms.
*** 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 the customer is 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.
Ms. must call Expedia
when ready to re-book 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
I booked a round trip plane ticket with Expedia on 2/17/2020 for 4/29/2020-5/7/2020 going from Reno to Orlando. On 3/7/2020 the flight going from Reno to Orlando was changed and it no longer worked for us. They cancelled that portion of the trip and said I needed to find another one way ticket from Reno to Orlando but they wouldn't cancel the Orlando to Reno part of the flight.
I rebooked the Reno to Orlando part of the flight on 3/7/2020. On 3/25/2020 they changed the time of the flight AGAIN from Reno to Orlando by over 6 hours. I called and they said they could cancel the flight and give me a credit to use for *** Airlines.
I have looked and it *** Airlines says they will refund you your money if they flight time was changed by more than 2 hours.
I would like Expedia to refund me my money I paid for this one way flight. For a total of $296.40. I think it is rotten of Expedia to lie and said I can NOT have a refund and that I must take a credit towards another flight. This is not ***s policy even though that is what Expedia is saying.
I also need assistance to see what I can do about my return flight from Orlando to Reno on 05/07/2020. *** Airlines website says they are giving credit to flights (if you chose to cancel them) until May 31st, 2020. Expedias website says they are only give credits on flights that depart BEFORE April 30, 2020. When I originally booked my trip it was from 4/29-5/7 but since they cancelled one part and refused to cancel the other part, does my flight still count? When I look on expedia it says my trip is from 4/29-5/7 but says my flight from Reno to Orlando has been cancelled.
I can provide expedia with any additional information they may need.
Expedia.com Response
• Apr 09, 2020
April 9, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservations. Our records indicate that on February 17, 2020, Ms.,
or an authorized user of her account, self-booked a combined one-way reservation on Expedia.com, under
itinerary ***. Travel was with United and *** Airlines,
departing on April 29, 2020, returning on May 7, 2020, from Reno, NV to Orlando,
FL. On March 7,
2020, Ms. self-booked a one-way
reservation on Expedia.com, under itinerary *** Travel was with ***
Airlines, departing on April 29, 2020, from Reno, NV to Orlando, FL. We
understand Ms. is requesting a refund of her cancelled, one-way flight
reservation on itinerary *** and a credit for her return flight on itinerary
***. Upon receipt of
the complaint, we researched the issues brought to our attention. Expedia sent
the refund request directly with *** Airlines today, April 9, 2020 for the
cancelled reservation on itinerary *** The refund will be processed
back to Ms.’s original form of payment and the airlines will determine the
refund timeline. As for Ms.’s
return flight on itinerary ***, we recommend she contacts our service
desk for further assistance, as the reservation has yet to be cancelled. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
I paid for a booking with Expedia at non-refundable rate in February before the COVID-19 health outbreak. This was for a hotel the weekend of May 1-3 for my daughter's dance convention. I found out today the convention has been cancelled due to the COVID-19 stay at home order for the city of ***, TX. For obvious reasons, this is outside of my control, and not something I could have anticipated happening when I made the booking for the hotel and paid in advance. I am trying to contact Expedia by phone and by chat on their website. Everytime that I contact them they hang up on me, or they disconnect my chat because my booking is not until May 1-3. I feel like this is incredibly poor customer service. I can understand this happening the first week of the stay at home order, and that is why I waited a week and a half to contact them again. Same results. I keep getting hung up on and disconnected. I think that if they cannot provide me with a service that is them breaking the contract with me. That is out of my control, and I should be able to speak with an agent about cancelling and getting a refund.
Expedia.com Response
• May 01, 2020
May 1, 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 reservation. Our
records reflect a two night stay at ***
*** checking in on May 1, 2020. We understand Ms. is
requesting a refund due to the Covid-19 Pandemic.
On April 27, 2020, Ms. or someone
with account access used Expedia's chat function to cancel the hotel reservation
with an Expedia representative. A refund for $320.29 was initiated and will be
processed by Expedia. An adjustment of 550 Expedia reward points has been
adjusted as well.
Refund may take 30 business days to reflect to
the original form of payment. We apologize for the inconvenience Ms.
encountered to process a cancellation for her hotel reservation.
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
wont honor a refund after the president of the united states banned all travel to europe.
Expedia.com Response
• May 01, 2020
May 1, 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
booking on itinerary ***. Our records reflect a round-trip fare with *** departing Miami, FL to Athens, Greece on March 14, 2020, returning
March 22, 2020. And a seven night stay at the ***. We
understand Mr. is requesting a complete refund due to the
current global pandemic.***
Airlines allows refunds for the flights with a penalty of $300. Expedia has
processed a refund for both tickets in the amount of $1106.02. Refunds may take
up to 30 business days to reflect to the original form of payment.The
room with *** was booked as non-refundable and must be approved by
the hotel for any refunds. Expedia has reached out to the property via email to
request a waiver for refund. This is not a guarantee and subject to ***
discretion. An
Expedia representative will contact Mr. directly with updates
from the property.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 01, 2020
Complaint: ***
I am rejecting this response because: it is not acceptable to settle for less than a complete refund. The president of the US banned travel.
Expedia has literally no way to contact them. While trying to navigate the automated system to find out about my honeymoon on June 21st, somehow I cancelled the trip. We want to go on the trip if we are allowed to go. I cannot get in touch with them to reinstate it. It's a $2500 trip! This would not have happened if I could have spoken to a live person. There is no way to contact them to fix it. They will not connect me to anyone. There is no email. I called the hotel and they can't fix it, they gladly would, but Expedia has to do it. I am trapped and going to lose a lot of money because there is NO WAY to contact them. Please help!
Expedia.com Response
• May 02, 2020
May 2, 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 on itinerary ***. Our records reflect a five night stay at ***
Virginia Beach, *** checking in on June 21, 2020. We understand Ms. is requesting either a reinstatement of
the cancelled booking, refund, or change date to a later time.
On April
1, 2020, the hotel reservation was cancelled online via the Expedia website. The
hotel policy for this room does not allow changes or refunds as it is non-refundable.
Expedia has advocated to the hotel to re-instate, refund or change to a later
date. The hotel has authorized a refund for the full amount without penalty.
A refund
for $2458.60 has been processed to the original form of payment. Refunds 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 02, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia is using the Covid-19 to hide from customers. today is April 1, 2020. Around February I booked a lot of Hotels stays for the end of June 2020 thru the beginning of July 2020. Was talking a family Vacation traveling the US (Road Trip). 10 days ago We cancelled the Vacation due to the Covid-19 I booked using more than just Expedia.com. all the rest cancelled no pro. Only problem is only expedia.com had already charged our credit card $244.99. I have the paper work that states from expedia.com that sates "You will receive a refund of: $244.99" as we cancelled before there deadline of June26,2020 4pm PST the reservation was set for June 27, 2020 to June 30, 2020. It has been 10 days still we have not received the refund. normal time is 3 to 4 business days to allow bank processing. So we try and contact expedia.com to get this resolved. We can not get anyone as the reservation has to be within 72 hours to get anyone alive. Expedia.com is holding funds they should not have charged in the first place. We never picked the options to pay in advance we always picked the options to pay at the hotel. Expedia is having a little side scam. I have the paper work to prove it. I printed out everything expedia sent me.
I have had a nightmare of an experience dealing with Expedia during the Covid crisis. We had a flight scheduled and could not reach anyone at Expedia to cancel it after several attempts on their website and Facebook ect. Finally we were able to cancel our flight through the airline website. The actual flights we were supposed to go on actually ended up getting cancelled as well.
After a few weeks and no information about a refund I went back online on Expedia and through the automated system it said there was no record for a refund. I put in my phone number and finally got a call back from Expedia. After jumping through several hoops and being on hold for hours while they were "checking the information" they still can't confirm my flight information and give me a refund. I am so upset and don't know what to do. I am going to try to get in touch with someone at United (the airline) to see what I can do. Never use Expedia or another travel website. Always book directly through the carrier if possible.
Greetings Revdex.com.ORG, I booked a trip to the Maldives via Expedia.com (Itinerary # ***). My travel dates were set from May 22,2020 - May 31,2020. On Thursday March 26th, 2020 at 16:49 hours I received an email from *** Airlines stating that they cancelled my flight to and from the Maldives. Thereafter I contacted ***, Mr. *** who is a representative of their establishment let me know that they were going to be closed from April 01,2020 to June 01,2020 due to COVID-19.Which means that the will be closed and unable to accommodate my booking,Mr. *** stated that they were not opposed to giving me a full refund but Expedia would have to initiate it. I attempted to contact Expedia several times. I've spent over 10 hours calling and waiting on the line with Expedia. I attempted to use their virtual chat; it prompted me to leave my number for Expedia to call me. I was able to finally speak to three different representatives, one explained to me that she didn't work for Expedia and could not help me, the second one told me that she only dealt with flights and could not help with my reservation since it was packaged with a hotel during my booking from Expedia, and the last one didn't even let me speak and forwarded my call. I received a full refund for my March 26th, 2020 trip from Expedia (Itinerary # ***).The airline and hotel are unable to accommodate me therefor there is no reason I shouldn't be able to receive a full refund of $9,059.34.
Expedia.com Response
• Apr 30, 2020
April 30, 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. wants a refund.
Our records indicate on January 9, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing on *** Airlines, May 22, 2020 from Washington, DC, USA to Male, Maldives and returning on May 30, 2020 along with a seven-night hotel stay at *** - All Inclusive via ***.
We can confirm on April 13, 2020, the hotel reservation was cancelled and fully refunded to the card that was originally charged.
On April 29, 2020, the customer called to get a refund for the flight. Our representative reviewed the airline COVID19 policy and they are allowing a future flight credit.
After further review on April 30, 2020, Expedia reviewed *** () COVID19 policy and it advises changes and reissues are permitted with waiver of the reissue fee and fare difference within the same cabin, to an alternate flight or to/from nearest *** online gateway within the same region where *** flights are operating. If passenger wishes to rebook/reissue to another region, no reissue fee will be collected, however fare difference (if any) will need the customer responsibility. Ticket is valid for 760 days from date of original of February 6, 2020.
Mr. needs to contact our Customer Service Department at 877-*** when he is ready to complete his exchange.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Customer Response
• May 01, 2020
Complaint: ***
I am rejecting this response because:
Expedia's information is incorrect regarding ***' Covid:19 policy.
I called *** on 04/30/2020 at 3:20 pm eastern standard time, an *** agent by the name of *** answered. After reviewing and confirming my information he stated we are honoring full refunds that are made by our customers. I don't know why Expedia is telling you anything different. He went on to let me know that I'm eligible for a full refund but since I purchased my ticket through Expedia I would have to contact them. I told him that I've already contacted Expedia and I was told that I cannot receive a refund because Expedia is following ***' Covid:19 policy. He assured me that Expedia was incorrect and that they had no issues in giving me a full refund.
They even posted their refund policy on twitter https:/***
I've copied and pasted the information below directly from the *** website https://***
It States:
"Simplifies waivers and refunds policy with one unified approach worldwideEases concerns about pre-booked summer travel by extending waiver policy to tickets issued before 31 May 2020, for travel before 31 August 2020
Offers three options: Keep your ticket for 760 days; exchange ticket for travel vouchers valid for up to 2 years; full refunds on unused vouchers or ticketDubai, UAE, 14 April 2020 – Putting customers first, *** has updated its COVID-19 travel waiver policies into one simplified approach for rebooking and refunds on tickets issued in all its global markets.
***, ***’ Chief Commercial Officer said: “The travel and airline industry have complicated rulebooks for how fares, re-bookings or refunds are applied, which also differ depending on market regulation. We understand that explaining and unravelling all of that is confusing and frustrating for customers. The COVID-19 pandemic is unprecedented for everyone, and we’d like to thank our customers and trade partners for their patience, understanding and support as we worked through this period to ensure our policies are not only customer-friendly but also in line with regulatory requirements.
“We sincerely hope that our customers will choose to rebook and fly with us again at a later time, and that is why we’re offering up to two years validity on their current tickets, or travel vouchers which can be redeemed for any *** product or service. Any fees for making a change to the tickets will be waived for tickets issued till 31 May 2020 for travel up to 31 August 2020. However, if they would still like to opt for a refund, we will process that. We would just like to seek our customers’ understanding that refunds will take time as we have a significant backlog to manage.”
*** is offering three options to its customers affected by flight cancellations and travel restrictions:
1 - Keep your ticket: all *** tickets booked before 31 May for travel up to 31 August will be automatically extended for 760 days. Customers holding such tickets can be assured their tickets will be honoured, and they can rebook when they decide to travel.Whenever they are ready to travel again, within two years from the day their ticket was originally issued, they simply need to contact *** or their travel agents to reschedule their flight. Their ticket will be accepted for any flight to the same *** destination or to another city within the same *** region with no fees for changes. Those who wish to rebook their ticket to travel to another region can also do so – *** will not charge reissuance fees, only any applicable fare difference.
2 - Request a travel voucher: Travel vouchers are valid for one year from date the voucher was issued, and can be extended for a second year. The voucher can be used for any *** product or service, which means customers can use it to offset charges for flights to any destination in any cabin class, or other services. No change fees apply to this voucher, so customers will have more flexibility to reschedule when they are ready to travel again.
3 - Refunds: Customers who have opted to keep their ticket or opted for a travel voucher can still apply for a refund, if they are unable to travel. There will be no refund penalties.
*** has also made it easy for customers to request these options online through a simple form.For more information, or to apply for any of the above options, customers can visit ***.com. Customers who have booked through their travel agents should contact their agents for assistance - the same waiver policies will apply."
I can confirm that I've received a partial refund for itinerary *** for $6,476.18 from the hotel.
Your policy is to follow what ever the airlines policy is regarding refunds, please send me a refund for the remaining $2,583.16. I've also wrote *** and provided them with the Expedia case number they should be contacting regarding this matter as well.
Please remember that *** cancelled my flight not me!
Sincerely
Expedia.com Response
• May 05, 2020
May 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr.’s complaint regarding a refund for the flights. We understand that Mr. is requesting a full refund for the flight reservation.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Since the last Revdex.com response on April 30, 2020, no changes have been made to the *** () COVID19 policy that has been supplied to Expedia. Expedia previously confirmed the ***’s COVID19 policy and it advises that changes and reissues are permitted with waiver of the reissue fee and fare difference within the same cabin, to an alternate flight or to/from nearest *** online gateway within the same region where *** flights are operating. If passenger wishes to rebook/reissue to another region, no reissue fee will be collected, however fare difference (if any) will need the customer responsibility. Ticket is valid for 760 days from original date of issue (February 6, 2020). Expedia was able to verify on March 29, 2020 that we emailed a flight cancellation email to the email address on file which advised we have issued an airline credit for your flight. (please attached). 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.Based on the above will are not able to honor a request for refund. 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,Di-Di ***Corporate Correspondence Team
Customer Response
• May 11, 2020
Complaint: ***
I am rejecting this response because:
I’d like you to send me a copy of the *** Covid:19 refund policy.
At this point I’m convinced you didn’t read anything in my previous message, or open any of the links that I presented.
I’m extremely disappointed with Expedia and it’s practices, I will no longer be booking my vacations through them in the future.
I have purchased an Airline tickets with *** through Expedia for TD to Bridgetown, Barbados on March 4, 2020 and back on March 14, 2020. During my purchase, on the website Expedia advertised that 1st baggage was "no fee". When I received a confirmation email from Expedia and looked at my Itinerary, it said that same thing, "No Fee" for 1st baggage. I have printed out these confirmation on March 3rd.
When we were at the airport, *** said that 1st baggage was not free and it was Expedia's error, so I should contact them. So we end up paying for the luggage there and back.
I have contacted Expedia support and was told to email copies of my receipts and printouts. I have done so after the trip on March 22, 2020. They reply was that I have to call them to get this completed. When I called the support line to follow up, they redirected me to Corporate Expedia for TD where I spoke to Koi. She said that as per their records (some kind of recording they have from the day I purchased), it shows that there is a free for the baggage. She said that it does not matter what my printouts say, because her records show something else. She just keep repeating same thing like a parrot. I could not explain to her that I have a proof that she was looking at, printed on March 3rd, 2020, stating that the baggage is free. She just didn't care.
Since then, they have updated their website and now it now shows under my itinerary that there is a free for the 1st checked bag. However, I do have a printout on March 3rd, 2020 that shows otherwise.
I asked to contact her manager, but she refused to give me his/her name or forward my phone. She also refused to give her last name. Finally, she said that I can only send a letter to their legal department in Seattle. She did not provide a phone number of email for their department.
The itinerary #*** and Ticket #
Expedia.com Response
• Apr 30, 2020
April 30, 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. *** Bottom of Form,
Revdex.com case number *** regarding a refund. We understand that Mr.
is requesting a refund for his baggage charge.
Upon review of the Expedia account, a refund of 170CAD
was issued on April 5, 2020 for the baggage charges. The refund was issued to the original card
that was charged and should appear back on the card within the next bill cycle.
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.
I paid $4,533.60 for flights for the our family of four to travel to St thomas and back. I also purchased trip insurance in the amount of $292. We were notified earlier this week that our flights/itinerary that was supposed to start on 4/4/20 was cancelled by the airlines. We were then issued flight vouchers which we did not ask for nor do we want. My husband is a a MEDICAL PROVIDER for gods sake. We do not want vouchers, I want a refund to my *** Express card for both the flights and for the trip insurance we bought. I have spent 5 hours on hold and have reached no one and am still on hold and we need this money to pay our bills. This is ridiculous with what our family and everyone else is going through. We want a full refund for both the cancelled airline reservations and the trip insurance.
Expedia.com Response
• Apr 30, 2020
April 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 with
insurance. Our records reflect a combined one-way fare with *** and
*** Airlines departing Raleigh, NC to St. Thomas, U.S. Virgin Islands on
April 4, 2020, and returning April 11, 2020. We
understand Ms. is requesting a
refund for the flights as well as the insurance purchased.
On March 29, 2020, *** cancelled the flight from Raleigh to
Boston making the flight eligible for refund per airlines policies. Expedia has
initiated the refund for all travelers and *** will process the refund of $1587.96
to the original form of payment used. Refund timing may take up to two billing
cycles to reflect.
Expedia
has advocated the refund request to *** Airlines, however they are only
allowing flight credit for future use. The airlines has extended the validity
date to December 31, 2021. Ms. must complete new travel by this date
and all change fees will be waived by the airline, while fare difference may
apply. Changes to the departing and arrival cities are allowed. Unfortunately
the Flight
Protection Plan cannot be refunded due to Covid-19.
Ms. must call Expedia when ready to re-book 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
Customer Response
• Apr 30, 2020
Complaint: ***
I am rejecting this response because: I am entitled to a FULL REFUND from both *** and *** Airlines AND since EXPEDIA canceled my trip, there was no trip to insure so I want a refund for my trip insurance as well. I'm a lawyer and it is the LAW from the US DOT that if the airline cancels my flights, which both *** and *** did, I am entitled to a refund and I will sue Expedia if I do not get my money back including for the travel insurance.
My father in law was booked on the SAME return flight on *** Airlines that we were and he booked directly through *** Airline and got a full refund already so this is now on Expedia to do the right thing and give me my money back. I want a FULL refund for all fares and the trip insurance or I will not be satisfied and will take this to the next level via the courts.
Sincerely
Expedia.com Response
• May 23, 2020
May 23, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: 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 new information Ms. *** provided to further
address her concerns.We have
worked hard to advocate for as much flexibility with *** Airlines as
possible. After checking again with *** Airlines, they have confirmed that
for any booking where the terms and conditions indicated no refunds would be
permitted, future travel credit is the best possible solution under these
unprecedented circumstances. We have confirmed that a travel credit has been
held for Ms. with *** Airlines, and is valid until December 31,
2021. Please note that travel must be completed by this date and all
change fees will be waived by the airline, while fare difference may apply.
Changes to the departing and arrival cities are allowed. 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.
Customer Response
• May 26, 2020
Complaint: ***
I am rejecting this response because: On March 30th, 2020, THIRTEEN days before my family and I were supposed to return from our trip, *** Airlines airlines cancelled our return flights. THEY CANCELLED THE RESERVATION. By LAW and according to the Department of Transportation, and I quote. "A passenger is entitled to a refund if the airline cancelled the flight, regardless of the reason, and passenger chooses not to travel."
THEY CANCELLED THE FLIGHT, AND WE CHOOSE NOT TO TRAVEL. I do NOT want a credit for future travel. I WANT MY MONEY BACK FOR THE RETURN FLIGHTS AND MY TRIP INSURANCE. See attached. They cancelled it, not me. I want my money back and do not accept the credit for future travel. I plan to sue in Federal Court if my money is not returned. There is no further response I will accept.
Sincerely,
***
***ALL ATTACHED DOCUMENTATION FOR CASE REDACTED BY Revdex.com
My name is ***, and I have been a long time loyal client of Expedia booking several trips. Recently, I booked a trip to California for a doctors appointment. Two weeks later the entire state shut down under Governors orders.
I immediately phoned the hotel. They canceled my reservation and confirmed via email that I would receive a full refund. They also directed me to contact Expedia to process that refund.
I waited until the 72 hour period and gave you all a call. I have been calling everyday since then. Staying on hold for up to 13 hours and 12 mins. I have taken screenshots and documented this every step of the way.
I am fully aware of your policy. That is why I phoned the hotel to confirm my refund although it stated in the itinerary that it was non refundable.
I first want to ask you is this behavior normal? Do you feel it is okay to neglect, steal, mislead, misdirect, and financially attack people in such a horrible crisis?
I just wanted my refund back! I did everything that I was supposed to do.
Expedia.com Response
• May 01, 2020
May 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 Atlanta,
GA to Los Angeles, CA on April 1, 2020, and returning April 9, 2020. And an eight
night stay at *** at Beverly Hills for one adult. We
understand Ms. is requesting a refund for $1650.53.
*** Airlines allows future travel credit for cancelled flights. Change
fees will be waived by the airlines, however any fare difference will apply. New travel must be re-booked/originate on or before September 30, 2022. Ms. must
call Expedia when ready to re-book travel with *** Airlines.
Expedia
has contacted the hotel to advocate a refund for Ms. and was advised to
send an email for any requests. An Expedia representative will contact the customer
directly when we receive an email reply from the property.
We apologize
for any inconveniences Ms. has been through. We are working hard with our
customers and vendors during these unprecedented times, and appreciate the continued
patience while the *** hotel reviews the request for refund.
We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 01, 2020
Complaint: ***
I am rejecting this response because: I have reached out over 52 documented different times. I have reached out via phone, mail, Twitter, and email. I cannot accept a response that states I need to call in when I phoned Expedia and was placed on hold the first initial phone call for 11 hours and 43 minutes. Since then I have continued to call and be placed on hold.
In addition, I’ve already reached out to the hotel directly. They personally canceled my reservation due to the circumstances of COVID-19 and wrote me an email stating that they directly advised Expedia to return my funds.
I do not trust the integrity of this company nor do I believe that they will willingly return my money.
Sincerely
Expedia.com Response
• May 06, 2020
May 6, 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 *** did not accept our response and/or
resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns. The refund for $1457.73 has been processed to the original form of
payment on May 2. Refunds may take up to 30 business days to reflect. An email
was sent out on May 2 with said information.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
Expedia sold me an airline ticket for $318.01 but *** Air cancelled the flight from JFK New York to Oslo and *** Air is insisting that Expedia needs to process the refund through them. Expedia will not answer phonecalls or emails regarding my refund of a cancelled flight. I feel scammed. I have been on perpetual hold with Expedia then disconnected.my wmails and online claims go unanswered for weeks now. Please refund $318.01 back into the creditcard which was used to pay. Flight was scheduled for Sunday March 15, 2020 at 11:59 PM and was cancelled by *** airline due to covid19 travel concerns.
Expedia.com Response
• May 01, 2020
May 1, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $318.02.
Our records indicate on February 20, 2020, Ms. or an authorized user of the account self-booked a one way flight on *** Air Shuttle departing on March 15, 2020 from New York, NY, USA to Dubai, United Arab *** via ***.
We can confirm on March 13, 2020, *** Air Shuttle unconfirmed the flight segment.
After further review on May 1, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify that *** Air Shuttle refund portal is turned off. Expedia contacted *** and they confirmed Expedia must go through *** Air Shuttle. Expedia suggests the customer reopens a Revdex.com 30 days from the date of this letter and hopefully *** Air Shuttle refund portal is open and we can submit for a refund.
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. American Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Customer Response
• May 01, 2020
Complaint: ***
I am rejecting this response because:
*** Air cancelled my flight two days prior to departure from JFK to Dubai. They did not even offer a substitute flight. I paid for a flight and got nothing and they do not reply and neither does Expedia so this is why I had to resort to The Revdex.com. *** Air insists that a refund must be processed through Expedia since I bought the ticket for $318.01 through Expedia. No one at expedia is reachable by phone, email or website correspondence. As you can see, they keep blaming each other and keep requesting that I wait longer and reapply for a refund, this is giving me the run-around when I ask to have my refund processed. Phone calls get disconnected, very poor way to do business, I guess both *** Air and Expedia don’t plan on being around in the future if they act like crooks. Ridiculous customer service reps, too, makes me wish that the next flights that they are personally traveling on crash and burn.
Sincerely
Customer Response
• Jun 01, 2020
Sent 5/11/2020 2:17:09 PMComplaint: ***I am rejecting this response because:
Expedia is the entity that needs to contact *** Air to generate the refund. Expedia knows this and is giving people the run around and trying to erroneously place the burden on the already financially harmed individuals who bought tickets through THEIR company. Please Expedia show me some proof that you attempted to contact *** Air. You should have a department of personnel working to process these types of refunds everyday. *** Air has told me repeatedly that any tickets booked through a third party like Expedia or a travel agency must be contacted directly by Expedia to issue the refund owed. *** acknowledges that I am due a $318.01 refund for my airline cancelled flight from JFK NYC to Dubai but says it can only be processed through Expedia. I have firsthand knowledge that *** Air is indeed processing refunds because a separate ticket (which I purchased individually separately from Expedia) was processed today. It is criminal what Expedia is doing to people, they work in this industry profiting handsomely, I do not! Expedia’s ridiculous reply for me to ask again in 30 days is making a mockery of the whole service the Revdex.com offers. Again, please crash and burn! Sincerely
Expedia.com Response
• Jul 20, 2020
July 20, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms. ***.
Expedia
has reviewed the *** Air Shuttle record and have verified on June 15,
2020 they processed a refund for $318.01
to the original card charged. Since ***
Air Shuttle was the merchant of record and charged the original charge, we
would suggest the customer contact them for their refund timeline.
Please accept our apologies for any inconvenience this may caused. 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,Di-Di *** Corporate
Correspondence Team
I booked a trip through Expedia that was cancelled due to no fault of my own: my fights, hotel, and travel arrangements were all canceled because of COVID-19; however, Expedia will only send you and connect you to their Canada office, they won't let you connect online, you can't get through on the phone and after paying close to $6,000.00 for my total trip, their automated system says they are only scheduled to refund me $157.93. I understand the pandemic, but they can't just be allowed to keep everyone's money and there is no way to contact you. I have tried for weeks now and the best I get is waiting on hold for 30 minutes for the line to finally go dead. If you go online and ask to chat now, it won't connect you. I need a full refund and confirmation they will refund me.
Expedia.com Response
• May 01, 2020
May 1, 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. ***Bottom of FormBottom of FormBottom of Form
Bottom of Form, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund for the reservation.
Our records indicate on January 15, 2020, the customer called and stated she wanted to cancel one passenger and book a reservation for a new
passenger. She customer was undecided and
stated she would call back later.We can confirm on March 24,
2020, the customer cancelled one of the hotel reservations online and
Expedia emailed a cancellation confirmation email.After
further review on May 1, 2020, Expedia contacted *** Airlines and they advised the flight was cancelled at the
airport and the tickets are due a refund based on the schedule change. Expedia
submitted the tickets to *** Airline via the airline system for
refund. *** Airlines refund should
appear back on the original card that was charged within the next two bill cycles.
The customer could go to *** and
submit for refund for each ticket. *** Airlines would communicate directly with the email that is used
in the refund request. Expedia called
the *** and their property is closed. We will not be able to communicate with them
until their property reopens. Expedia suggest
that the customer contact us again after 30 days after the date of the letter
regarding the hotel reservation, at which time we will contact the hotel again
regarding the refund request.
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
Customer Response
• May 01, 2020
Complaint: ***
I am rejecting this response because: I only added a passenger, I never cancelled any reservations other than what I was instructed to do by Expedia email after being told everything was closed and cancelled and I needed to go online to cancel so I could get my refund, when I did this, it only gave me a fraction of a refund, not the full amount and when I tried to call Expedia, I could not get through except to their Canada office (even though the number they provided was to their Canada office) and I was told they couldn't help me. My airline reservations only said I could reschedule, but then it tried to reschedule a flight for me, which I didn't accept because the hotels were still closed and when I called , they said I would have to speak with Expedia because I purchased through them.
I would like a full refund from Expedia because I did not cancel my trip, everything was cancelled and closed due to no fault of my own and a full refund should be provided. Expedia is the one that charged my credit card for the purchase, they should be the ones to refund me.
Sincerely
Expedia.com Response
• Jun 29, 2020
June 29, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms.
***. We regret to hear Ms. did not
accept our response.
We are again responding to Ms. complaint regarding a refund. We understand that Ms. is
requesting that Expedia issue a refund for the hotel reservation. Expedia has reviewed the details of the
previous cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
The *** Hotel reopened per the Governor of Nevada. An Expedia representative contacted the hotel
an they authorized refunding for the three room reservations. The refund was issued for $1381.32 ($460.44 for
each room) to the original *** card that was charged. The refund should appear with the next 30
days.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,Di-Di *** Corporate Correspondence Team
Customer Response
• Jun 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia is a well known online travel agency for booking flights, hotels, rental cars, etc. I booked a reservation through them for a roundtrip flight between Whitehorse, Yukon and Lima, Peru for this summer in June. In trying to contact them to cancel this reservation and get a refund they will not answer the phone unless you are 72 hours from your travel date. When trying to cancel online they the reply is "Online cancellation is not available for your flight. Please call us at 1-800-***." When you call that number they again say they cannot help you unless you are within seventy-two hours of you booking. I do understand that they are probably under extreme pressure due to the coronavirus pandemic, however that is not an excuse to keep my money for a trip I wish to cancel.
Expedia.com Response
• Apr 30, 2020
April 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** departing Whitehorse,
YT, *** to Lima, Peru on June 23, 2020, and returning July 4, 2020. We understand Mr. is requesting to cancel the flights and
receive a refund.
Expedia
has advocated the refund request to ***, however they are only allowing
future travel credit to be used 24 months from the last date of cancellation.
The flights were cancelled by the airline on April 15, 2020. Mr.’s
credit will expire on April 15, 2022, but it is advised to re-book by April 14,
20022 to avoid the expiration date. The airlines has also advised the seat
purchases made can be held 24 months for credit from the date of purchase on
November 24, 2019, or a refund for the seats would be allowed by calling *** directly.
Mr.
*** must call Expedia when he is ready to re-book new travel with ***.
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 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and await resolution in the form of a refund.
I booked an round trip flight, room and airport shuttle from 3/18/2020 to 3/23/2020 from philly to Puerto Rico on 3/6/2020. When I found out that the event I was going to attend in Puerto Rico was cancelled on 3/16/2020 I was able to cancel the room and the shuttle but I was not able to cancel the tickets. I tried multiple times to get in touch with customer service and all they did was put me on hold. I financed the trip through their 3rd party finances *** and *** notified that they refunded the room and airport shuttle but not the airline tickets. They expect me to pay $1,150.49 and I’m not paying for something that was I did not use nor refunded to me
Expedia.com Response
• Apr 30, 2020
April 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Philadelphia,
PA to San Juan, Puerto Rico on March 18, 2020, and returning March 23, 2020. We understand Mr. is requesting a refund of $1150.49 for the
flight.
***
Airlines policy allows refunds with a penalty of $200 for the ticketed flight
valued at $865.99. A refund has been processed by Expedia for $665.99. Please be
advised refunds may take 30 business days to reflect to the original form of
payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Apr 30, 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.
Before Covid19 became an issue, we sent Expedia medical certificate to receive a refund from our trip booked through Expedia using *** flights....
On March 6th *** told me that the refund was approved, by both *** and Expedia.....today is 3.31.2020 we have not received our refund....we have tried to contact Expedia multiple times, multiple days, multiple hours and also through chat, phone and email.....they either hang up after waiting for hours, or they claim technical difficulties or they won’t allow phone choice for our specific problem.... also despite changing our phone number on their website ( we no longer have that number) they will only allow that number when trying to contact them.....there is no excuse for not refunding our money which was approved before Covid19 19 chaos....
We are on fixed income and need our refund. I was informed by *** that EXPEDIA has our money and that they must refund our money.
I purchased a bundle travel package mid January 2020 for a trip April 4th. After the Covid-19 pandemic occurred, Expedia would not talk to anyone about cancelling their trip unless it was 72 hours before departure. I respected their wishes and didn't try to call or chat them until 3 days before my trip. The 1st day I was on hold for 2 1/2 hours before giving up. The next night I was on hold for 4 hours before someone finally picked up then stated I was breaking up and hung up on me. I was on a land line. Then I chatted them online. I was told that I'd be refunded my hotel fee and the airlines would issue airline credits but they would not refund me the $150 insurance waiver I purchased. I explained that that was not fair because it was not my decision to cancel my trip. I did not cause the virus that cancelled my trip. And if we weren't going through this virus right now, I'd still be taking my flight on 4/4. It was not right to use unnatural causes against me. The agent then stated the hotel charge will be issued in 5-7 days but not their insurance fee and then disconnected my chat. I understand completely that the insurance is purchased in the unlikely event that a person needs to cancel for whatever reasons. But when a trip/hotel is cancelled by the agency for reasons out of my control, I don't see why I should be penalized financially for that. I understand Expedia is under a lot of pressure right now and the calls/chats are at unprecedented amounts however that does not mean you shouldn't do whats fair, honest an right to their customers. During a time like this, these types of expenses should be refunded in full without having to call and beg for our money back. On top of having to wait hours to get through to someone and they hang up on you or are rude.
May 3, 2020Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com
case number ***) regarding her flight reservation. Our
records indicate that on January 28, 2020, the customer, or an authorized user
of the Expedia account, self-booked a package for two passengers on Expedia’s mobile
site, under itinerary ***. The package included a roundtrip flight
with *** Airlines from Washington, DC, to San Francisco, CA, departing on
April 4, 2020, and returning on April 10, 2020. We understand the customer is
requesting a full refund of the flight.On May
3, 2020, we sent a refund request to ***
Airlines and are waiting for their response. As soon as we hear back from the
airline, we will reach out to the customer with an update and further
instructions if applicable. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: expedia partially refunded my trip but did not refund the insurance purchased. It was not my choice to cancel my trip nor did I cause the virus that shut my trip down. However im being penalized the $150 insurance fee. The last time I spoke with luis from expedia he explained that I had to cancel my trip within 15 days of booking to get the whole amount back. 15 days after booking the virus was not an issue that it is now so I had no reason to cancel. Nor was I going to cancel at all. Expedia, the airlines and the federal govt cancelled my trip. Luis stated this is all in expedias policy. Nowhere in this policy does it state about a national pandemic. These are trying times for all and expedia is taking advantage of the situation. Their customers were not the reason the country was shut down so we should not be penalized for it.
Sincerely
May 15, 2020Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear ***, On May 15, 2020, we issued a full refund of your Vacation Waiver in the
amount of $150.00 due to COVID-19. It may take up to 30 days for the refund to
process, depending on your financial institution. Thank you and take care. Sincerely,Gayana *** Corporate Correspondence Tea
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
Very very disappointed by the service they provide. Cancelled my flight and no refund was given. I booked my Flight to travel from YYZ - Del return. I took from Outgoing flight on the 19 Feb but cannot travel tomorrow on the 5 April due to Covid 19 Pandemic. My return flight was canceled by Air India as they are not flying so I called Expedia multiple times to get assistance. I waited for almost 4 days 10 hours to get hold of Expedia and they could not do anything. They asked me to take $100 refund wherein I paid total $1159 for round trip. I have been cheated by Expedia and they deny to honor Govt. policies wherein we have been informed to stay indoor. Every airline is giving refund at current situation but travel agency like Expedia is fooling their customers by blaming airline. I called Air India and they promised refund of remaining portion along with compensation but could not do anything as I bought my ticket through Travel Agency. On top expedia's agent disconnect the call when asked to speak with a supervisor. I need my refund back for complete ticket value as an compensation and harassment. Even my husband booked a flight with Expedia and he was treated in a same manner by them.
Expedia is playing deaf and pocketing the refunds of customers' prepaid-but-since-cancelled flights.
I purchased round trip airfare through Expedia.com several months in advance of our travels. Two days after arrival at our destination, the airline cancelled our return flight (originally still nine days away). Note: I did not cancel or try to change my flights; the Airline/Expedia forced the change on us. Within a day, the airline called me on the phone (actual human service agent) to try to rebook my return trip flight, but upon realizing I used Expedia, said I would have to handle refund/rebooking through Expedia. However, Expedia was 100% unreachable via online support or phone at all hours, day or night, for the entirety of the remaining nine days of our travels. Expedia's contact black-out forced us to purchase new one-way tickets to get home. It has now been another eleven days (twenty days total since the initial cancellation), and Expedia has still been 100% unreachable via any means at any time.
Obviously it's too late to rebook my flight, but I am due a full refund for my original return airfare at the very least; ideally I'd expect compensation for the significantly more expensive one-way airfare I was forced to purchase due to Expedia refusing (through unreachability) to rebook me.
May 1, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of the return portion of his flight that was cancelled.
Our records indicate on December 20, 2019, Mr. or an authorized user of the account self-booked a two round trip flights with *** Airways departing on March 11, 2020 from Austin, TX, USA to London, England and returning on March 23, 2020 along with an 11 day car rental with Enterprise via ***.
After further review on May 1, 2020, Expedia was able to verify there are no notes or documentation on the Expedia account in regard to the flight being cancelled. Expedia was able to verify the rental car was refunded $311.59 on February 7, 2020. We verified the outbound flight was taken and *** Airways unconfirmed the return flight on March 15, 2020. Expedia was able to verify no cancellation notification was emailed to the customer nor was Expedia notified of any changes on the record. *** Airway is currently closed. They have shorten their hours Monday thru Friday from 3am – 3pm EST. Since the complaint is due, we are advising of our findings and we will have to reach out to *** Airways at a later date and time. *** Airways is the merchant of record and decides if Expedia can submit for a refund.
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. *** 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 Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Complaint: ***
I am rejecting this response because:
*** Airways was carrier for the outbound flight, but *** was the carrier for the return flight. Expedia is confusing the matter and causing unnecessary delay in stating incorrectly that this relates to *** Airways.
*** cancelled the flight and must have notified Expedia because Expedia emailed me to tell me my flight had been cancelled. So absolutely Expedia was aware, unlike what they claim in their response. *** also called me to try to reschedule my cancelled flight, but because I used Expedia for the booking, *** required that I use Expedia to rebook my cancelled flight. And that's the problem: Expedia refused, through unavailability both via phone and online, to rebook my flight. Expedia shut their services down completely, rather than assist customers in rebooking cancelled flights, forcing customers like myself to buy new one-way airfare for return flights.
Sincerely
May 11, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding a refund for the return portion of his flight that was cancelled by *** Airline and expects compensation for the significantly more expensive one-way airfare that he was forced to purchase.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia has reviewed the reservation and based on the involuntary cancellation Expedia attempted to contact *** Airways regarding the cancelled flight. *** Airways advised okay to refund the return portion in full. Expedia issued a refund in the amount of $862.38 ($431.19 per ticket) for the return portion of the unused flights. The refund will appear on the original card charged within the next 30 days. Without prior authorization Expedia would not reimburse for a flight that the customer decided to purchase. *** Airways advised that the flight could have been rebooked for a different day; it may have been difficult to reach them but it was not impossible. *** Airways advised the customer could go onto .com and file a claim with their Customer Support to see if they would refund some portion of the one-way ticket that Mr. purchased to get home.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,Di-Di ***Corporate Correspondence Team
DUE TO TRAVEL RESTRICTIONS OF covid-19, I WISH TO CANCEL MY TRAVEL RESERVATIONS. I PAID FOR THE VACATION WAIVER AND EXPECT TO RECEIVE FULL REFUND. EXPEDIA WILL NOT TALK WITH CUSTOMERS UNTIL THE TRIP IS 72 HOURS OUT. THIS IS INTERNATIONAL TRAVEL. I DO NOT WANT TO WAIT THAT LONG. I WISH TO CANCEL AND RECEIVED FULL REFUND OR BE ALLOWED TO CHANGE TRAVEL PLANS NOW . THEY WILL NOT ALLOW YOU TO SPEAK WITH AN AGENT AND THEIR ONLINE APP DOES NOT WORK TO HELP CONSUMERS. SYSTEM IS BROKE.
May 1, 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 on ***. Our
records reflect a round-trip fare with *** Airways departing Tampa, FL to ***, England, UK on May 5, 2020,
and return on May 13, 2020. And a seven night stay at *** with an Expedia Vacation Waiver. We understand Mr. is requesting a complete refund of the
itinerary using the Vacation Waiver, or re-book travel with the airline.
On April 14, a cancellation for the hotel was
processed and refund initiated by Expedia. The amount of $4073.25 has batched
out from our system on April 29 and is now in process with the customers
financial institution.
On April 14,
the flights with *** Airways was cancelled and as per airlines policy they
are allowing a future travel credit. The
value of the original tickets may be held and used as part payment towards a
future booking. Customers with a booked flight on/before April 30, 2021,
who do not yet wish to commit to a new travel date and destination can re-book
their flight with change fees waived until August 31, 2020, for a new start of
travel on/before April 30, 2021. Fare difference may apply.
The Expedia
Vacation Waiver does not apply to a cancellation for refund on Mr.’s
flight as *** Airways is allowing change fees to be waived using future
travel credit. Expedia has processed a refund of $316 for the waiver as it will
not be used for this itinerary.
Mr. must call Expedia when he is ready to
re-book travel with *** Airways.
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
My partner, ***, booked a vacation on Expedia.com for us to the Bahamas beginning 3/31/2020. We both paid equally for this vacation. Due to COVID-19, we had to cancel this trip. We got a full refund for the hotel and we submitted a full refund request for the flights which has gone ignored. I called each of the airlines (*** & ***) individually and they said only Expedia can authorize the refund. I spent a collective 8 hours on the phone trying to get an agent, only for the calls to get disconnected. I finally got through to someone via chat yesterday and Expedia.com is REFUSING to refund the flights, stating that the airline will not authorize the refund. Additionally, the Expedia is lying stating the airlines aren't approving the refund, it's the other way around. We are both unemployed, and that's stressful enough. Also, the airline credit is ONLY able to be used with Expedia. I never want to use Expedia ever again in my life. It's clear they're only out for themselves and do not have the interest of their loyal customers in mind. I even went so far as to call the airlines again today after what Expedia told us yesterday about the airlines not issuing refunds and the airlines said that is a lie, and they are issuing refunds at this time.
May 1, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint
DepartmentRE: Expedia Case # *** Dear
Revdex.com, Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding flight reservation on itinerary ***. Our
records reflect a combined one-way fare with *** and *** airlines departing New York, NY to Nassau, Bahamas on March 31, 2020,
and returning April 4, 2020. We understand Ms.
*** is requesting a refund for the flights.
*** is
extending future travel credit to re-book travel through January 4, 2021. *** will waive change/cancel fees only (fare
differences still apply). Expedia
has advocated a refund request with ***, however a refund will not be possible.The ticket
status with *** shows that it has been previously refunded. This may have
been processed by the airlines directly and suggest the customer contact
***
for refund timing if a refund was approved.
We understand that Ms.
*** 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 the customer is 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.
Ms. must call Expedia
when ready to re-book 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
I booked a round trip plane ticket with Expedia on 2/17/2020 for 4/29/2020-5/7/2020 going from Reno to Orlando. On 3/7/2020 the flight going from Reno to Orlando was changed and it no longer worked for us. They cancelled that portion of the trip and said I needed to find another one way ticket from Reno to Orlando but they wouldn't cancel the Orlando to Reno part of the flight.
I rebooked the Reno to Orlando part of the flight on 3/7/2020. On 3/25/2020 they changed the time of the flight AGAIN from Reno to Orlando by over 6 hours. I called and they said they could cancel the flight and give me a credit to use for *** Airlines.
I have looked and it *** Airlines says they will refund you your money if they flight time was changed by more than 2 hours.
I would like Expedia to refund me my money I paid for this one way flight. For a total of $296.40. I think it is rotten of Expedia to lie and said I can NOT have a refund and that I must take a credit towards another flight. This is not ***s policy even though that is what Expedia is saying.
I also need assistance to see what I can do about my return flight from Orlando to Reno on 05/07/2020. *** Airlines website says they are giving credit to flights (if you chose to cancel them) until May 31st, 2020. Expedias website says they are only give credits on flights that depart BEFORE April 30, 2020. When I originally booked my trip it was from 4/29-5/7 but since they cancelled one part and refused to cancel the other part, does my flight still count? When I look on expedia it says my trip is from 4/29-5/7 but says my flight from Reno to Orlando has been cancelled.
I can provide expedia with any additional information they may need.
April 9, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservations. Our records indicate that on February 17, 2020, Ms.,
or an authorized user of her account, self-booked a combined one-way reservation on Expedia.com, under
itinerary ***. Travel was with United and *** Airlines,
departing on April 29, 2020, returning on May 7, 2020, from Reno, NV to Orlando,
FL. On March 7,
2020, Ms. self-booked a one-way
reservation on Expedia.com, under itinerary *** Travel was with ***
Airlines, departing on April 29, 2020, from Reno, NV to Orlando, FL. We
understand Ms. is requesting a refund of her cancelled, one-way flight
reservation on itinerary *** and a credit for her return flight on itinerary
***. Upon receipt of
the complaint, we researched the issues brought to our attention. Expedia sent
the refund request directly with *** Airlines today, April 9, 2020 for the
cancelled reservation on itinerary *** The refund will be processed
back to Ms.’s original form of payment and the airlines will determine the
refund timeline. As for Ms.’s
return flight on itinerary ***, we recommend she contacts our service
desk for further assistance, as the reservation has yet to be cancelled. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
I paid for a booking with Expedia at non-refundable rate in February before the COVID-19 health outbreak. This was for a hotel the weekend of May 1-3 for my daughter's dance convention. I found out today the convention has been cancelled due to the COVID-19 stay at home order for the city of ***, TX. For obvious reasons, this is outside of my control, and not something I could have anticipated happening when I made the booking for the hotel and paid in advance. I am trying to contact Expedia by phone and by chat on their website. Everytime that I contact them they hang up on me, or they disconnect my chat because my booking is not until May 1-3. I feel like this is incredibly poor customer service. I can understand this happening the first week of the stay at home order, and that is why I waited a week and a half to contact them again. Same results. I keep getting hung up on and disconnected. I think that if they cannot provide me with a service that is them breaking the contract with me. That is out of my control, and I should be able to speak with an agent about cancelling and getting a refund.
May 1, 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 reservation. Our
records reflect a two night stay at ***
*** checking in on May 1, 2020. We understand Ms. is
requesting a refund due to the Covid-19 Pandemic.
On April 27, 2020, Ms. or someone
with account access used Expedia's chat function to cancel the hotel reservation
with an Expedia representative. A refund for $320.29 was initiated and will be
processed by Expedia. An adjustment of 550 Expedia reward points has been
adjusted as well.
Refund may take 30 business days to reflect to
the original form of payment. We apologize for the inconvenience Ms.
encountered to process a cancellation for her hotel reservation.
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
wont honor a refund after the president of the united states banned all travel to europe.
May 1, 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
booking on itinerary ***. Our records reflect a round-trip fare with *** departing Miami, FL to Athens, Greece on March 14, 2020, returning
March 22, 2020. And a seven night stay at the ***. We
understand Mr. is requesting a complete refund due to the
current global pandemic.***
Airlines allows refunds for the flights with a penalty of $300. Expedia has
processed a refund for both tickets in the amount of $1106.02. Refunds may take
up to 30 business days to reflect to the original form of payment.The
room with *** was booked as non-refundable and must be approved by
the hotel for any refunds. Expedia has reached out to the property via email to
request a waiver for refund. This is not a guarantee and subject to ***
discretion. An
Expedia representative will contact Mr. directly with updates
from the property.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: it is not acceptable to settle for less than a complete refund. The president of the US banned travel.
Sincerely
Expedia has literally no way to contact them. While trying to navigate the automated system to find out about my honeymoon on June 21st, somehow I cancelled the trip. We want to go on the trip if we are allowed to go. I cannot get in touch with them to reinstate it. It's a $2500 trip! This would not have happened if I could have spoken to a live person. There is no way to contact them to fix it. They will not connect me to anyone. There is no email. I called the hotel and they can't fix it, they gladly would, but Expedia has to do it. I am trapped and going to lose a lot of money because there is NO WAY to contact them. Please help!
May 2, 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 on itinerary ***. Our records reflect a five night stay at ***
Virginia Beach, *** checking in on June 21, 2020. We understand Ms. is requesting either a reinstatement of
the cancelled booking, refund, or change date to a later time.
On April
1, 2020, the hotel reservation was cancelled online via the Expedia website. The
hotel policy for this room does not allow changes or refunds as it is non-refundable.
Expedia has advocated to the hotel to re-instate, refund or change to a later
date. The hotel has authorized a refund for the full amount without penalty.
A refund
for $2458.60 has been processed to the original form of payment. Refunds 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
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
Expedia is using the Covid-19 to hide from customers. today is April 1, 2020. Around February I booked a lot of Hotels stays for the end of June 2020 thru the beginning of July 2020. Was talking a family Vacation traveling the US (Road Trip). 10 days ago We cancelled the Vacation due to the Covid-19 I booked using more than just Expedia.com. all the rest cancelled no pro. Only problem is only expedia.com had already charged our credit card $244.99. I have the paper work that states from expedia.com that sates "You will receive a refund of: $244.99" as we cancelled before there deadline of June26,2020 4pm PST the reservation was set for June 27, 2020 to June 30, 2020. It has been 10 days still we have not received the refund. normal time is 3 to 4 business days to allow bank processing. So we try and contact expedia.com to get this resolved. We can not get anyone as the reservation has to be within 72 hours to get anyone alive. Expedia.com is holding funds they should not have charged in the first place. We never picked the options to pay in advance we always picked the options to pay at the hotel. Expedia is having a little side scam. I have the paper work to prove it. I printed out everything expedia sent me.
I have had a nightmare of an experience dealing with Expedia during the Covid crisis. We had a flight scheduled and could not reach anyone at Expedia to cancel it after several attempts on their website and Facebook ect. Finally we were able to cancel our flight through the airline website. The actual flights we were supposed to go on actually ended up getting cancelled as well.
After a few weeks and no information about a refund I went back online on Expedia and through the automated system it said there was no record for a refund. I put in my phone number and finally got a call back from Expedia. After jumping through several hoops and being on hold for hours while they were "checking the information" they still can't confirm my flight information and give me a refund. I am so upset and don't know what to do. I am going to try to get in touch with someone at United (the airline) to see what I can do. Never use Expedia or another travel website. Always book directly through the carrier if possible.
Greetings Revdex.com.ORG, I booked a trip to the Maldives via Expedia.com (Itinerary # ***). My travel dates were set from May 22,2020 - May 31,2020. On Thursday March 26th, 2020 at 16:49 hours I received an email from *** Airlines stating that they cancelled my flight to and from the Maldives. Thereafter I contacted ***, Mr. *** who is a representative of their establishment let me know that they were going to be closed from April 01,2020 to June 01,2020 due to COVID-19.Which means that the will be closed and unable to accommodate my booking,Mr. *** stated that they were not opposed to giving me a full refund but Expedia would have to initiate it. I attempted to contact Expedia several times. I've spent over 10 hours calling and waiting on the line with Expedia. I attempted to use their virtual chat; it prompted me to leave my number for Expedia to call me. I was able to finally speak to three different representatives, one explained to me that she didn't work for Expedia and could not help me, the second one told me that she only dealt with flights and could not help with my reservation since it was packaged with a hotel during my booking from Expedia, and the last one didn't even let me speak and forwarded my call. I received a full refund for my March 26th, 2020 trip from Expedia (Itinerary # ***).The airline and hotel are unable to accommodate me therefor there is no reason I shouldn't be able to receive a full refund of $9,059.34.
April 30, 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. wants a refund.
Our records indicate on January 9, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing on *** Airlines, May 22, 2020 from Washington, DC, USA to Male, Maldives and returning on May 30, 2020 along with a seven-night hotel stay at *** - All Inclusive via ***.
We can confirm on April 13, 2020, the hotel reservation was cancelled and fully refunded to the card that was originally charged.
On April 29, 2020, the customer called to get a refund for the flight. Our representative reviewed the airline COVID19 policy and they are allowing a future flight credit.
After further review on April 30, 2020, Expedia reviewed *** () COVID19 policy and it advises changes and reissues are permitted with waiver of the reissue fee and fare difference within the same cabin, to an alternate flight or to/from nearest *** online gateway within the same region where *** flights are operating. If passenger wishes to rebook/reissue to another region, no reissue fee will be collected, however fare difference (if any) will need the customer responsibility. Ticket is valid for 760 days from date of original of February 6, 2020.
Mr. needs to contact our Customer Service Department at 877-*** when he is ready to complete his exchange.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Complaint: ***
I am rejecting this response because:
Expedia's information is incorrect regarding ***' Covid:19 policy.
I called *** on 04/30/2020 at 3:20 pm eastern standard time, an *** agent by the name of *** answered. After reviewing and confirming my information he stated we are honoring full refunds that are made by our customers. I don't know why Expedia is telling you anything different. He went on to let me know that I'm eligible for a full refund but since I purchased my ticket through Expedia I would have to contact them. I told him that I've already contacted Expedia and I was told that I cannot receive a refund because Expedia is following ***' Covid:19 policy. He assured me that Expedia was incorrect and that they had no issues in giving me a full refund.
They even posted their refund policy on twitter https:/***
I've copied and pasted the information below directly from the *** website https://***
It States:
"Simplifies waivers and refunds policy with one unified approach worldwideEases concerns about pre-booked summer travel by extending waiver policy to tickets issued before 31 May 2020, for travel before 31 August 2020
Offers three options: Keep your ticket for 760 days; exchange ticket for travel vouchers valid for up to 2 years; full refunds on unused vouchers or ticketDubai, UAE, 14 April 2020 – Putting customers first, *** has updated its COVID-19 travel waiver policies into one simplified approach for rebooking and refunds on tickets issued in all its global markets.
***, ***’ Chief Commercial Officer said: “The travel and airline industry have complicated rulebooks for how fares, re-bookings or refunds are applied, which also differ depending on market regulation. We understand that explaining and unravelling all of that is confusing and frustrating for customers. The COVID-19 pandemic is unprecedented for everyone, and we’d like to thank our customers and trade partners for their patience, understanding and support as we worked through this period to ensure our policies are not only customer-friendly but also in line with regulatory requirements.
“We sincerely hope that our customers will choose to rebook and fly with us again at a later time, and that is why we’re offering up to two years validity on their current tickets, or travel vouchers which can be redeemed for any *** product or service. Any fees for making a change to the tickets will be waived for tickets issued till 31 May 2020 for travel up to 31 August 2020. However, if they would still like to opt for a refund, we will process that. We would just like to seek our customers’ understanding that refunds will take time as we have a significant backlog to manage.”
*** is offering three options to its customers affected by flight cancellations and travel restrictions:
1 - Keep your ticket: all *** tickets booked before 31 May for travel up to 31 August will be automatically extended for 760 days. Customers holding such tickets can be assured their tickets will be honoured, and they can rebook when they decide to travel.Whenever they are ready to travel again, within two years from the day their ticket was originally issued, they simply need to contact *** or their travel agents to reschedule their flight. Their ticket will be accepted for any flight to the same *** destination or to another city within the same *** region with no fees for changes. Those who wish to rebook their ticket to travel to another region can also do so – *** will not charge reissuance fees, only any applicable fare difference.
2 - Request a travel voucher: Travel vouchers are valid for one year from date the voucher was issued, and can be extended for a second year. The voucher can be used for any *** product or service, which means customers can use it to offset charges for flights to any destination in any cabin class, or other services. No change fees apply to this voucher, so customers will have more flexibility to reschedule when they are ready to travel again.
3 - Refunds: Customers who have opted to keep their ticket or opted for a travel voucher can still apply for a refund, if they are unable to travel. There will be no refund penalties.
*** has also made it easy for customers to request these options online through a simple form.For more information, or to apply for any of the above options, customers can visit ***.com. Customers who have booked through their travel agents should contact their agents for assistance - the same waiver policies will apply."
I can confirm that I've received a partial refund for itinerary *** for $6,476.18 from the hotel.
Your policy is to follow what ever the airlines policy is regarding refunds, please send me a refund for the remaining $2,583.16. I've also wrote *** and provided them with the Expedia case number they should be contacting regarding this matter as well.
Please remember that *** cancelled my flight not me!
Sincerely
May 5, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr.’s complaint regarding a refund for the flights. We understand that Mr. is requesting a full refund for the flight reservation.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Since the last Revdex.com response on April 30, 2020, no changes have been made to the *** () COVID19 policy that has been supplied to Expedia. Expedia previously confirmed the ***’s COVID19 policy and it advises that changes and reissues are permitted with waiver of the reissue fee and fare difference within the same cabin, to an alternate flight or to/from nearest *** online gateway within the same region where *** flights are operating. If passenger wishes to rebook/reissue to another region, no reissue fee will be collected, however fare difference (if any) will need the customer responsibility. Ticket is valid for 760 days from original date of issue (February 6, 2020). Expedia was able to verify on March 29, 2020 that we emailed a flight cancellation email to the email address on file which advised we have issued an airline credit for your flight. (please attached). 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.Based on the above will are not able to honor a request for refund. 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,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I’d like you to send me a copy of the *** Covid:19 refund policy.
At this point I’m convinced you didn’t read anything in my previous message, or open any of the links that I presented.
I’m extremely disappointed with Expedia and it’s practices, I will no longer be booking my vacations through them in the future.
Sincerely
I have purchased an Airline tickets with *** through Expedia for TD to Bridgetown, Barbados on March 4, 2020 and back on March 14, 2020. During my purchase, on the website Expedia advertised that 1st baggage was "no fee". When I received a confirmation email from Expedia and looked at my Itinerary, it said that same thing, "No Fee" for 1st baggage. I have printed out these confirmation on March 3rd.
When we were at the airport, *** said that 1st baggage was not free and it was Expedia's error, so I should contact them. So we end up paying for the luggage there and back.
I have contacted Expedia support and was told to email copies of my receipts and printouts. I have done so after the trip on March 22, 2020. They reply was that I have to call them to get this completed. When I called the support line to follow up, they redirected me to Corporate Expedia for TD where I spoke to Koi. She said that as per their records (some kind of recording they have from the day I purchased), it shows that there is a free for the baggage. She said that it does not matter what my printouts say, because her records show something else. She just keep repeating same thing like a parrot. I could not explain to her that I have a proof that she was looking at, printed on March 3rd, 2020, stating that the baggage is free. She just didn't care.
Since then, they have updated their website and now it now shows under my itinerary that there is a free for the 1st checked bag. However, I do have a printout on March 3rd, 2020 that shows otherwise.
I asked to contact her manager, but she refused to give me his/her name or forward my phone. She also refused to give her last name. Finally, she said that I can only send a letter to their legal department in Seattle. She did not provide a phone number of email for their department.
The itinerary #*** and Ticket #
April 30, 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. *** Bottom of Form,
Revdex.com case number *** regarding a refund. We understand that Mr.
is requesting a refund for his baggage charge.
Upon review of the Expedia account, a refund of 170CAD
was issued on April 5, 2020 for the baggage charges. The refund was issued to the original card
that was charged and should appear back on the card within the next bill cycle.
We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.
Sincerely,
Di-Di ***Corporate
Correspondence Team
I paid $4,533.60 for flights for the our family of four to travel to St thomas and back. I also purchased trip insurance in the amount of $292. We were notified earlier this week that our flights/itinerary that was supposed to start on 4/4/20 was cancelled by the airlines. We were then issued flight vouchers which we did not ask for nor do we want. My husband is a a MEDICAL PROVIDER for gods sake. We do not want vouchers, I want a refund to my *** Express card for both the flights and for the trip insurance we bought. I have spent 5 hours on hold and have reached no one and am still on hold and we need this money to pay our bills. This is ridiculous with what our family and everyone else is going through. We want a full refund for both the cancelled airline reservations and the trip insurance.
April 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 with
insurance. Our records reflect a combined one-way fare with *** and
*** Airlines departing Raleigh, NC to St. Thomas, U.S. Virgin Islands on
April 4, 2020, and returning April 11, 2020. We
understand Ms. is requesting a
refund for the flights as well as the insurance purchased.
On March 29, 2020, *** cancelled the flight from Raleigh to
Boston making the flight eligible for refund per airlines policies. Expedia has
initiated the refund for all travelers and *** will process the refund of $1587.96
to the original form of payment used. Refund timing may take up to two billing
cycles to reflect.
Expedia
has advocated the refund request to *** Airlines, however they are only
allowing flight credit for future use. The airlines has extended the validity
date to December 31, 2021. Ms. must complete new travel by this date
and all change fees will be waived by the airline, while fare difference may
apply. Changes to the departing and arrival cities are allowed. Unfortunately
the Flight
Protection Plan cannot be refunded due to Covid-19.
Ms. must call Expedia when ready to re-book 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
Complaint: ***
I am rejecting this response because: I am entitled to a FULL REFUND from both *** and *** Airlines AND since EXPEDIA canceled my trip, there was no trip to insure so I want a refund for my trip insurance as well. I'm a lawyer and it is the LAW from the US DOT that if the airline cancels my flights, which both *** and *** did, I am entitled to a refund and I will sue Expedia if I do not get my money back including for the travel insurance.
My father in law was booked on the SAME return flight on *** Airlines that we were and he booked directly through *** Airline and got a full refund already so this is now on Expedia to do the right thing and give me my money back. I want a FULL refund for all fares and the trip insurance or I will not be satisfied and will take this to the next level via the courts.
Sincerely
May 23, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: 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 new information Ms. *** provided to further
address her concerns.We have
worked hard to advocate for as much flexibility with *** Airlines as
possible. After checking again with *** Airlines, they have confirmed that
for any booking where the terms and conditions indicated no refunds would be
permitted, future travel credit is the best possible solution under these
unprecedented circumstances. We have confirmed that a travel credit has been
held for Ms. with *** Airlines, and is valid until December 31,
2021. Please note that travel must be completed by this date and all
change fees will be waived by the airline, while fare difference may apply.
Changes to the departing and arrival cities are allowed. 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.
Complaint: ***
I am rejecting this response because: On March 30th, 2020, THIRTEEN days before my family and I were supposed to return from our trip, *** Airlines airlines cancelled our return flights. THEY CANCELLED THE RESERVATION. By LAW and according to the Department of Transportation, and I quote. "A passenger is entitled to a refund if the airline cancelled the flight, regardless of the reason, and passenger chooses not to travel."
THEY CANCELLED THE FLIGHT, AND WE CHOOSE NOT TO TRAVEL. I do NOT want a credit for future travel. I WANT MY MONEY BACK FOR THE RETURN FLIGHTS AND MY TRIP INSURANCE. See attached. They cancelled it, not me. I want my money back and do not accept the credit for future travel. I plan to sue in Federal Court if my money is not returned. There is no further response I will accept.
Sincerely,
***
***ALL ATTACHED DOCUMENTATION FOR CASE REDACTED BY Revdex.com
My name is ***, and I have been a long time loyal client of Expedia booking several trips. Recently, I booked a trip to California for a doctors appointment. Two weeks later the entire state shut down under Governors orders.
I immediately phoned the hotel. They canceled my reservation and confirmed via email that I would receive a full refund. They also directed me to contact Expedia to process that refund.
I waited until the 72 hour period and gave you all a call. I have been calling everyday since then. Staying on hold for up to 13 hours and 12 mins. I have taken screenshots and documented this every step of the way.
I am fully aware of your policy. That is why I phoned the hotel to confirm my refund although it stated in the itinerary that it was non refundable.
I first want to ask you is this behavior normal? Do you feel it is okay to neglect, steal, mislead, misdirect, and financially attack people in such a horrible crisis?
I just wanted my refund back! I did everything that I was supposed to do.
May 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear 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 Atlanta,
GA to Los Angeles, CA on April 1, 2020, and returning April 9, 2020. And an eight
night stay at *** at Beverly Hills for one adult. We
understand Ms. is requesting a refund for $1650.53.
*** Airlines allows future travel credit for cancelled flights. Change
fees will be waived by the airlines, however any fare difference will apply. New travel must be re-booked/originate on or before September 30, 2022. Ms. must
call Expedia when ready to re-book travel with *** Airlines.
Expedia
has contacted the hotel to advocate a refund for Ms. and was advised to
send an email for any requests. An Expedia representative will contact the customer
directly when we receive an email reply from the property.
We apologize
for any inconveniences Ms. has been through. We are working hard with our
customers and vendors during these unprecedented times, and appreciate the continued
patience while the *** hotel reviews the request for refund.
We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I have reached out over 52 documented different times. I have reached out via phone, mail, Twitter, and email. I cannot accept a response that states I need to call in when I phoned Expedia and was placed on hold the first initial phone call for 11 hours and 43 minutes. Since then I have continued to call and be placed on hold.
In addition, I’ve already reached out to the hotel directly. They personally canceled my reservation due to the circumstances of COVID-19 and wrote me an email stating that they directly advised Expedia to return my funds.
I do not trust the integrity of this company nor do I believe that they will willingly return my money.
Sincerely
May 6, 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 *** did not accept our response and/or
resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns. The refund for $1457.73 has been processed to the original form of
payment on May 2. Refunds may take up to 30 business days to reflect. An email
was sent out on May 2 with said information.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
Expedia sold me an airline ticket for $318.01 but *** Air cancelled the flight from JFK New York to Oslo and *** Air is insisting that Expedia needs to process the refund through them. Expedia will not answer phonecalls or emails regarding my refund of a cancelled flight. I feel scammed. I have been on perpetual hold with Expedia then disconnected.my wmails and online claims go unanswered for weeks now. Please refund $318.01 back into the creditcard which was used to pay. Flight was scheduled for Sunday March 15, 2020 at 11:59 PM and was cancelled by *** airline due to covid19 travel concerns.
May 1, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $318.02.
Our records indicate on February 20, 2020, Ms. or an authorized user of the account self-booked a one way flight on *** Air Shuttle departing on March 15, 2020 from New York, NY, USA to Dubai, United Arab *** via ***.
We can confirm on March 13, 2020, *** Air Shuttle unconfirmed the flight segment.
After further review on May 1, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify that *** Air Shuttle refund portal is turned off. Expedia contacted *** and they confirmed Expedia must go through *** Air Shuttle. Expedia suggests the customer reopens a Revdex.com 30 days from the date of this letter and hopefully *** Air Shuttle refund portal is open and we can submit for a refund.
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. American Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Complaint: ***
I am rejecting this response because:
*** Air cancelled my flight two days prior to departure from JFK to Dubai. They did not even offer a substitute flight. I paid for a flight and got nothing and they do not reply and neither does Expedia so this is why I had to resort to The Revdex.com. *** Air insists that a refund must be processed through Expedia since I bought the ticket for $318.01 through Expedia. No one at expedia is reachable by phone, email or website correspondence. As you can see, they keep blaming each other and keep requesting that I wait longer and reapply for a refund, this is giving me the run-around when I ask to have my refund processed. Phone calls get disconnected, very poor way to do business, I guess both *** Air and Expedia don’t plan on being around in the future if they act like crooks. Ridiculous customer service reps, too, makes me wish that the next flights that they are personally traveling on crash and burn.
Sincerely
Sent 5/11/2020 2:17:09 PMComplaint: ***I am rejecting this response because:
Expedia is the entity that needs to contact *** Air to generate the refund. Expedia knows this and is giving people the run around and trying to erroneously place the burden on the already financially harmed individuals who bought tickets through THEIR company. Please Expedia show me some proof that you attempted to contact *** Air. You should have a department of personnel working to process these types of refunds everyday. *** Air has told me repeatedly that any tickets booked through a third party like Expedia or a travel agency must be contacted directly by Expedia to issue the refund owed. *** acknowledges that I am due a $318.01 refund for my airline cancelled flight from JFK NYC to Dubai but says it can only be processed through Expedia. I have firsthand knowledge that *** Air is indeed processing refunds because a separate ticket (which I purchased individually separately from Expedia) was processed today. It is criminal what Expedia is doing to people, they work in this industry profiting handsomely, I do not! Expedia’s ridiculous reply for me to ask again in 30 days is making a mockery of the whole service the Revdex.com offers. Again, please crash and burn! Sincerely
July 20, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms. ***.
Expedia
has reviewed the *** Air Shuttle record and have verified on June 15,
2020 they processed a refund for $318.01
to the original card charged. Since ***
Air Shuttle was the merchant of record and charged the original charge, we
would suggest the customer contact them for their refund timeline.
Please accept our apologies for any inconvenience this may caused. 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,Di-Di *** Corporate
Correspondence Team
I booked a trip through Expedia that was cancelled due to no fault of my own: my fights, hotel, and travel arrangements were all canceled because of COVID-19; however, Expedia will only send you and connect you to their Canada office, they won't let you connect online, you can't get through on the phone and after paying close to $6,000.00 for my total trip, their automated system says they are only scheduled to refund me $157.93. I understand the pandemic, but they can't just be allowed to keep everyone's money and there is no way to contact you. I have tried for weeks now and the best I get is waiting on hold for 30 minutes for the line to finally go dead. If you go online and ask to chat now, it won't connect you. I need a full refund and confirmation they will refund me.
May 1, 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. ***Bottom of FormBottom of FormBottom of Form
Bottom of Form, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund for the reservation.
Our records indicate on January 15, 2020, the customer called and stated she wanted to cancel one passenger and book a reservation for a new
passenger. She customer was undecided and
stated she would call back later.We can confirm on March 24,
2020, the customer cancelled one of the hotel reservations online and
Expedia emailed a cancellation confirmation email.After
further review on May 1, 2020, Expedia contacted *** Airlines and they advised the flight was cancelled at the
airport and the tickets are due a refund based on the schedule change. Expedia
submitted the tickets to *** Airline via the airline system for
refund. *** Airlines refund should
appear back on the original card that was charged within the next two bill cycles.
The customer could go to *** and
submit for refund for each ticket. *** Airlines would communicate directly with the email that is used
in the refund request. Expedia called
the *** and their property is closed. We will not be able to communicate with them
until their property reopens. Expedia suggest
that the customer contact us again after 30 days after the date of the letter
regarding the hotel reservation, at which time we will contact the hotel again
regarding the refund request.
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
Complaint: ***
I am rejecting this response because: I only added a passenger, I never cancelled any reservations other than what I was instructed to do by Expedia email after being told everything was closed and cancelled and I needed to go online to cancel so I could get my refund, when I did this, it only gave me a fraction of a refund, not the full amount and when I tried to call Expedia, I could not get through except to their Canada office (even though the number they provided was to their Canada office) and I was told they couldn't help me. My airline reservations only said I could reschedule, but then it tried to reschedule a flight for me, which I didn't accept because the hotels were still closed and when I called , they said I would have to speak with Expedia because I purchased through them.
I would like a full refund from Expedia because I did not cancel my trip, everything was cancelled and closed due to no fault of my own and a full refund should be provided. Expedia is the one that charged my credit card for the purchase, they should be the ones to refund me.
Sincerely
June 29, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Ms.
***. We regret to hear Ms. did not
accept our response.
We are again responding to Ms. complaint regarding a refund. We understand that Ms. is
requesting that Expedia issue a refund for the hotel reservation. Expedia has reviewed the details of the
previous cases, we want to make your travel experience as
smooth as possible from start to finish during the reservation booking process.
The *** Hotel reopened per the Governor of Nevada. An Expedia representative contacted the hotel
an they authorized refunding for the three room reservations. The refund was issued for $1381.32 ($460.44 for
each room) to the original *** card that was charged. The refund should appear with the next 30
days.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,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,
***
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Expedia is a well known online travel agency for booking flights, hotels, rental cars, etc. I booked a reservation through them for a roundtrip flight between Whitehorse, Yukon and Lima, Peru for this summer in June. In trying to contact them to cancel this reservation and get a refund they will not answer the phone unless you are 72 hours from your travel date. When trying to cancel online they the reply is "Online cancellation is not available for your flight. Please call us at 1-800-***." When you call that number they again say they cannot help you unless you are within seventy-two hours of you booking. I do understand that they are probably under extreme pressure due to the coronavirus pandemic, however that is not an excuse to keep my money for a trip I wish to cancel.
April 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** departing Whitehorse,
YT, *** to Lima, Peru on June 23, 2020, and returning July 4, 2020. We understand Mr. is requesting to cancel the flights and
receive a refund.
Expedia
has advocated the refund request to ***, however they are only allowing
future travel credit to be used 24 months from the last date of cancellation.
The flights were cancelled by the airline on April 15, 2020. Mr.’s
credit will expire on April 15, 2022, but it is advised to re-book by April 14,
20022 to avoid the expiration date. The airlines has also advised the seat
purchases made can be held 24 months for credit from the date of purchase on
November 24, 2019, or a refund for the seats would be allowed by calling *** directly.
Mr.
*** must call Expedia when he is ready to re-book new travel with ***.
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 await resolution in the form of a refund.
Sincerely
I booked an round trip flight, room and airport shuttle from 3/18/2020 to 3/23/2020 from philly to Puerto Rico on 3/6/2020. When I found out that the event I was going to attend in Puerto Rico was cancelled on 3/16/2020 I was able to cancel the room and the shuttle but I was not able to cancel the tickets. I tried multiple times to get in touch with customer service and all they did was put me on hold. I financed the trip through their 3rd party finances *** and *** notified that they refunded the room and airport shuttle but not the airline tickets. They expect me to pay $1,150.49 and I’m not paying for something that was I did not use nor refunded to me
April 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Philadelphia,
PA to San Juan, Puerto Rico on March 18, 2020, and returning March 23, 2020. We understand Mr. is requesting a refund of $1150.49 for the
flight.
***
Airlines policy allows refunds with a penalty of $200 for the ticketed flight
valued at $865.99. A refund has been processed by Expedia for $665.99. Please be
advised refunds may take 30 business days to reflect to the original form of
payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Before Covid19 became an issue, we sent Expedia medical certificate to receive a refund from our trip booked through Expedia using *** flights....
On March 6th *** told me that the refund was approved, by both *** and Expedia.....today is 3.31.2020 we have not received our refund....we have tried to contact Expedia multiple times, multiple days, multiple hours and also through chat, phone and email.....they either hang up after waiting for hours, or they claim technical difficulties or they won’t allow phone choice for our specific problem.... also despite changing our phone number on their website ( we no longer have that number) they will only allow that number when trying to contact them.....there is no excuse for not refunding our money which was approved before Covid19 19 chaos....
We are on fixed income and need our refund. I was informed by *** that EXPEDIA has our money and that they must refund our money.