My guest was issued a travel voucher due to a trip cancellation last year. He paid 599.00 for a flight. I was issued a travel voucher. I contacted Expedia several times in the last month due to COVID-19 to request a refund or extended travel voucher extension. The site requested I contact the air carrier. The air carrier requested I contact Expedia, as they issued the voucher credit. Last week, the rep informed he my guests travel voucher was already deleted since it was due to expire April 1 then requested I discard his comment. He would send me an email resolution within 3 days. To date I have not received a response. Today, when I entered the itinerary number. The phone prompted me to a voicemail message and no link to contact a live agent. This is very frustrating for me as an agent I risk losing a client due to the negligence of this company. If the guests is unable to travel within the desired time due to a pandemic. This company needs to return the cost of the ticket.
Expedia.com Response
• Apr 23, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***
Below are the findings and resolution to the case:Customer Complaint:My guest was issued a travel voucher due to a
trip cancellation last year. He paid 599.00 for a flight. I was issued a travel
voucher. I contacted Expedia several times in the last month due to COVID-19 to
request a refund or extended travel voucher extension. The site requested I
contact the air carrier. The air carrier requested I contact Expedia, as they
issued the voucher credit. Last week, the rep informed he my guests travel
voucher was already deleted since it was due to expire April 1 then requested I
discard his comment. He would send me an email resolution within 3 days. To
date I have not received a response. Today, when I entered the itinerary
number. The phone prompted me to a voicemail message and no link to contact a
live agent. This is very frustrating for me as an agent I risk losing a client
due to the negligence of this company. If the guests is unable to travel within
the desired time due to a pandemic. This company needs to return the cost of
the ticket.The customer: ***The customer is requesting a refund of 599.63 USD. Findings:According to our records, the flight was cancelled as of 28
June 2019 with a full airline credit set to expire as of 2 April 2020. In order
to utilize the airline credit, travel must commence prior to the credit
expiration date. Our Customer Care Team received a request to extend the
airline credit as of 25 March 2020 due to COVID-19, as the guest is unable to
travel. As Expedia is not the merchant of record, we are unable to extend the
credit or issue a refund in regards to this matter. Resolution:To address the clients concerns, I have contacted the airlines
on the clients behalf. *** has suggested the customer submit the request
to extend the airline credit to *** I kindly suggest the customer reach out to the airlines via ***@***.com in
order to request an extension on the airline credit on ticket # ***.Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Thank you,Amber B. Customer Relations Specialist
I have been trying to contact Expedia for over two weeks now and still cannot receive customer service help in cancelling my *** trip. I’ve been on hold for hours, and Expedia has even emailed that they cannot help at this time. While I’m sure the flight will get cancelled anyhow, Expedia needs to release my money in refunding my *** credit card. This money is highly critical for my family right now. The government has issued mandatory self-quartantine advisories for people like me in NY who travel to FL for 14 days. I can’t lose this money because Expedia is too busy to have customer service available. I’m not interested in any credits w them or the airlines. I need this money back, and Expedia.com just can’t/won’t help me w this cancellation and full refund of the *** room and flights charges. I shouldn’t be forced to travel illegally or lose the money.
Expedia.com Response
• Apr 30, 2020
April 30, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number *** regarding her package
reservation. Our records indicate that on January 8, 2020, Ms.,
or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary ***.
Travel was for a combined one-way flight with *** Airlines and ***
Airways, departing on April 4, 2020, returning on April 12, 2020, from New
York, NY to Orlando, FL. The hotel reservation was for the ***, with a check-in date of April 4, 2020 and a check-out
date of April 12, 2020. We understand Ms. is requesting to cancel her
package reservation with a full refund.
Upon receipt of the complaint, we verified that Ms.
***’s package reservation has been cancelled, with a combination of flight credits and refunds. On March 6, 2020, a full refund in the amount of $1,618.67 was
issued for Ms.’s cancelled hotel reservation. On April 4, 2020, flight
credits (equal to the value of the flight bookings) were issued by ***
Airlines and *** Airways for the cancelled flight reservation. Expedia has worked incredibly
hard to push our partners to provide travelers with as much flexibility as
possible due to COVID-19, particularly for flights that are ordinarily non-refundable
or limited to any changes. We recognize that an airline credit may not be what Ms.
*** is looking for but know that these are
extraordinary circumstances that travel partners are trying to work through. We
are still bound by the terms and conditions of airlines and this is the only
option that they are providing at this time.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
Who suppose to help customers like me when a corporation like Expedia take advantage of me and the COVID-19 pandemic. A Corporation like Expedia should be held accountable when I’m a customer/consumer. Every time I got on the phone and explained my refund situation to Expedia Service team they put me on hold and hung up. I cancel my reservation due to the accommodation wasn’t up to my standards for the price. I was told I would get a refund even giving an email confirmation. But Expedia don’t won’t to honor it or can’t find it in there system.
Expedia.com Response
• Apr 29, 2020
April 29, 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 Mr.
*** (Revdex.com case number ***) regarding his hotel reservation. Our records indicate that on March 20, 2020, Mr.,
or an authorized user of his account, self-booked a hotel reservation on
Expedia.com, under itinerary ***. Reservation was for the *** Jacksonville, with a check-in date of March 20, 2020, and a check-out
date of March 23, 2020. We understand Mr. is requesting a full refund of
his reservation, stating that the accommodation was not up to his standards.Upon receipt of the complaint, we can confirm that Mr.
***’s issue has been resolved on March 31, 2020. On March 20, 2020 and March 31, 2020, a total refund in the amount of $362.11 was processed back to Mr. original form of payment. 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 M Corporate Correspondence Team
We had a trip planned and booked through Expedia scheduled for March 31 through April 18, 2020, with a total cost of $3,025.40. Itinerary #***
The airline cancelled the flight, and sent us an email with the cancellation notice on March 18, 2020. Since that date, I have been trying unsuccessfully to contact Expedia to get the itinerary updated to reflect the cancellation and to receive a refund. Three separate times, I remained on hold with Expedia for over 3 hours each time to try and contact customer service. I called the airline who said that since we booked through Expedia, we would need to contact them for the refund.
Today, which is the scheduled departure day of the cancelled flight, I spent over 5 hours today using their chat function in addition to remaining on hold with the call center. The chat function was useless, being shuffled between one agent to another and only added to the extreme frustration of not getting the problem resolved.
Expedia.com Response
• Apr 29, 2020
April 29, 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 full refund for the flights.
Our records indicate on February 5, 2020, Ms. or an authorized user of the account self-booked four round trip flights on *** departing March 31, 2020 from Washington, DC to Cairo, Egypt and returning on April 17, 2020, via ***.
We can confirm on March 31, 2020, the customer called in and wanted to request a refund for the flight.
After further review on April 29, 2020, Expedia was able to verify *** COVID19 policy allows for a refund but they are not accepting refund request via the electronic means. The customer would need to resubmit a complaint with Expedia after 30 days expires. By that time *** may have opened the refund requests. Expedia was able to review on *** website (https://www.*** where the customer 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. *** 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 05, 2020
Complaint: ***
I am rejecting this response because: When *** cancelled the flights, we called Expedia, who told us to call the airline. We called the airline and they routed us back to Expedia to make the refund. They said that they would not be able to work with us directly, since we booked through Expedia. This is a very frustrating experience, being told by both parties involved that the other should take care of the refund.
Per U.S. Department of Transportation guidelines, the airline should issue a refund within 7 business days. As it stands, the airline cancelled the flight on March 18. In communication with *** after that, they said we had to work through Expedia to issue our refund. Expedia's customer service would not accept our calls/messages for weeks. I was unable to contact someone about our case until after the scheduled departure date.
We made business with Expedia directly, and Expedia has access to the payment information. We still expect that we receive a refund directly from Expedia.
Sincerely
Customer Response
• May 14, 2020
Complaint: ***
I am rejecting this response because: As suggested, I contacted ***. On their online refund request form they specifically state that: To request a refund on a ticket not purchased through www.***.com, please contact the Ticket Office nearest to you.
We have contacted ***, and they let me know that because we booked through Expedia, Expedia has to initiate the request for refund. I cannot get a refund directly from them.
I expect a full refund for this trip by Expedia.
Sincerely
Expedia.com Response
• May 19, 2020
May 19, 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 a full refund for the 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.
At this time the *** has suspended
all operation for processing refunds. ***
is not processing any refunds at this time. Please accept our apologies for any inconvenience this may cause,
Expedia will not be able to request a refund until the portal has opened. The *** refund
portal has been closed due to the influx of refunds they are processing because
of COVID19.
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
the airline cancelled my flights so I called Expedia and have been on hold for over 8.5 hours to be hung up on. I've been calling for weeks to just get the run around,hung up on and disconnected without a call back. they are making excuses to not refund me even though *** Airlines said I need to get a refund but have to go through Expedia since Expedia has my money. I even paid extra for there insurance protection plan that Expedia offers and they are also giving me the run around. they haven't returned my emails or calls in weeks and scamming me out of a lot of money. I feel Expedia is scamming me and ignoring me and they are clearly keeping my money illegally.
Expedia.com Response
• Apr 29, 2020
April 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: S-***
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 Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting a full refund for the flights.
Our records indicate on February 2, 2020, Mrs. or an authorized user of the account self-booked two one way flights on *** Airline Group departing March 19, 2020 from Tampa, FL to Santiago, Chile along with the Flight Protection Plan, via ***.
We can confirm on March 12, 2020, the customer called in to cancel due to Corona virus and paid protection plan. Our representative advised the reservation is not covered by flex policy, checked airlines policy The call was disconnected, no callback as flight was non-imminent.
From March 16, 2020 through April 1, 3030 - the customer called in to cancel due to COVID19. Our representatives verified the airline policy and advised they allow a change without a fee. Our representative advised the normal cancellation policy applies. Advised the ticket was a lost value and the insurance refund option is subject for approval. The customer stated would speak with insurance first, no changes made.
On April 3, 2020 – Our representative emailed the customer advising a refund request has been submitted to the airline for the reservation for $1,115.00.
After further review on April 27, 2020, Expedia was able to verify our representative submitted the refund request to *** Airline Group on April 3, 2020. Expedia called *** to verify the refund since the details of the refund were not in the airline record. *** advised the refund was not in their system and advised we needed to submit on their website. Mrs. was contacted to get the passport numbers, as the site requested them. Mrs. received the email response from *** while on the phone. Mrs. was advised that *** stated she would receive a travel voucher that could be cashed in our used for future travel within the next 14 business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines Group 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 Mrs. 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 but submitted the refund request via *** website. 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 FCorporate Correspondence Team
Customer Response
• May 07, 2020
Expedia told me on the phone and in writing that I will be getting a refund multiple times from *** Airlines the latest email I received was yesterday stating that now I will not be getting a refund I’ve been getting the runaround for several months I’ve been on hold times for over eight hours at a time and then being hung up on I’m very upset that they are holding on to all my money for these flights. Even When the flight was canceled and out of my control
Expedia.com Response
• May 26, 2020
May 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mrs. ***. We regret to hear Mrs. did not accept our response.
We are again responding to Mrs. complaint regarding a refund. We understand that Mrs. is requesting
that Expedia issue a 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. On April 27, 2020, Expedia
was able to verify that our representative submitted the refund request to *** Airline Group on April 3, 2020. Expedia called *** to verify the refund since
the details of the refund were not in the airline record. *** advised the
refund was not in their system and advised we needed to submit on their
website. Mrs. was contacted to get the passport numbers, as the site
requested them. Mrs. received the email response from *** while on
the phone. Mrs. was advised that *** stated she would receive a
travel voucher that could be “cashed” in or used for future travel within the
next 14 business days.
Expedia would suggest that Mrs. contact *** and request to cash
in the voucher as *** has previously advised. The voucher/cash/refund will be issued by ***.
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 F Corporate Correspondence
Team
My husband and I booked a trip to Italy for this August and need to cancel. We purchased the insurance voucher for the trip and would like to cancel and get the full refund put back on the card. I have attempted chatting, calling and emailing Expedia MULTIPLE times to get this taken care of. I understand that the company is extremely busy, but I do not appreciate having calls dropped on purpose or being transferred to someone else and then having the chat just stop. I am furious that someone cannot just respond to an email and then get back with me. We received an email on 3/9/2020 that said that I would be able to cancel the entire package without any penalty. It came from Nicole on the Expedia Customer Service Team.
Expedia.com Response
• Apr 29, 2020
April 29, 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 full refund for the reservation.
Our records indicate on January 19, 2020, Ms. or an authorized user of the account self-booked a three round trip flights on *** Air Lines departing on August 6, 2020 from Chicago, IL, to Rome, Italy and returning on August 14, 2020, with a seven night hotel stay at Hotel Quirinale along with the Vacation Waiver via ***
We can confirm on March 9, 2020, the customer called and wanted to know what the option will be if they cancel the whole trip. Our representative advised the flights were Basic Economy and non-refundable and the hotel was inside of penalty. Our representative emailed the customer advising a full refund would be issued for the flights and hotel.
On March 21, 2020, the customer called to cancel the reservation. Our representative advised a full refund for hotel using insurance but before advising the policy for flight the call was disconnected.
After further review on April 29, 2020, Expedia was able to determine the basic economy flights were refundable along with the hotel. Expedia cancelled the reservation and issued a full refund for the hotel and flight. The refund of $2,528.23 should appear on the original card charged within the next 30 days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I have called over 12x only to be on hold for 4 hours each time and be cut off from communication. and everytime I have been contacted by expedia they lead me to the website that still has yet to help me in any way. all I am after is a full refund so I can reschedule my family vacation with another companie. I even purchased trip insurance but iy seems to go unnoticed or just ignored.
Expedia.com Response
• Apr 28, 2020
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package itinerary on ***. Our records reflect a round-trip flight with *** Airlines
departing Dallas,
TX to Fort Lauderdale, FL on April 15, 2020, and returning April 18, 2020. And a
three night stay at ***, as well
as an Expedia Vacation Waiver. We
understand Mr. is requesting a refund of the package.
Expedia
has advocated on behalf of Mr. to *** Airlines for a refund
request. We have notified that flight AA1578 did not operate and is valid for a
full refund.
*** have put flex policies in place to waive all cancellation
fees for guests traveling with new or existing bookings for stays in any of their
hotels through June 30, 2020.
Expedia processed refunds for the full package including the
Vacation Waiver for a total of $1176.23. Refund timing may take up to 30
business days to reflect to the original form of payment used.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I made reservations via Expedia (itinerary number ***) for a stay in Madison,WI for April 16 thru April 19th, 2020. I did understand at the time that the reservations were non refundable, but saw no indication that the event I would be attending would be cancelled. All things said and done the event was cancelled. I contacted Expedia and they told me they could cancel the reservation, but would not refund the money.
The reservation was at the *** hotel. I checked their website and found they would have refunded the money if the reservation was made thru them and cancellation was due to the virus.
I am sure Expedia did not pay the *** and Expedia is going to profit from the state issued Stay at home order and the federal guidelines. I feel they are taking advantage of the public.
Expedia.com Response
• Apr 28, 2020
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear 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 Mary
*** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate on March 2, 2020 Ms. or someone with
account access self-booked a three night stay at the *** by *** for one adult. We understand Ms. is requesting a refund due to the Covid-19
Pandemic.
On April
15, 2020, the customer called Expedia and spoke to a representative to inquire
on a refund with the ***. The hotel manager allowed a refund and a refund
was processed for $218.12 by Expedia as well as 608 Expedia points transferred
back to Ms.s account.
No further
action has been taken as Ms.s request has been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
My son and I booked a flight to Japan and wanted to speak to an agent to find the process of canceling and the shortest time in advance for full refun
My son and I booked a flight to Japan and wanted to speak to an agent to find the process of canceling and the shortest time in advance for full refund. they send you through a maze where you can not get a human on the line and all the automated answeres and not ties to the questions. They say you can talk to a person if your trip is in 72 hours so you have that long if you decide you want to cancle which is rediculous. It is even hard to hunt down their corporate office to complain
Expedia.com Response
• Apr 29, 2020
April 29, 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 for
two departing Raleigh,
NC to Tokyo, Japan on June 9, 2020, and returning June 20, 2020. We understand Mr. is requesting a call from Expedia to discuss
cancellation options.
Mr. was contacted via telephone to provide options of cancellation for his flights. The
customer opted to cancel for a refund. *** Airlines has imposed a
cancellation fee of $300.00 per ticket. These fees will be waived using the
Expedia Vacation Waiver on Mr. itinerary.
A refund
of $1746.12 has been processed by Expedia. Refund timing may take up to 30
business days to reflect to the original credit card used.
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 29, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I accept about the airline but they sent a rfund recept for hotel $600??????? I paid over $2K for hotel????
Expedia.com Response
• May 03, 2020
May 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com
case number ***). We
regret to hear Mr. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns. A refund for $1146.12 and $600 has
been processed by Expedia on April 30, 2020. The refund for $600 was processed separately for the cancel fees imposed by the airlines and covered by the Expedia vacation
waiver.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
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.
Due the COVID-19 pandemic our travel plans were cancelled. Purchased 2 flight tickets via Expedia in Feb. When COVID-19 restrictions were put into place, I contacted Expedia (2 weeks ago) to cancel our flight. A pre-recorded message said to call back within 72 hours of our flight and then automatically hung up. I tried to cancel my flight using their online system, but a pop up message from Expedia said I will be charged $100 - $150 from the airlines if I proceeded to cancel my flight. I did not proceed with online cancellation because according to airlines' website, they were waiving fees for changes or cancellations due to the COVID-19 pandemic. The information posted on Expedia's website is wrong, and not current with what the airlines are posting on theirs. Today, 3/30/2020, which makes it 72 hours before our flight, I called Expedia at 12:16 am, entered my itinerary number, and was placed on hold for an unreasonable amount of time. I decided to end my wait time at 4:22 am due to the lower back pain I was experiencing. At 10:09 am I attempted to call Expedia again, and was given the option of a call back. I got the call back at 1:31 pm, only to result in Expedia terminating the call at 2:27 pm because I pointed out that the travel credit timeline info Expedia was providing was not matching the airlines. I contacted Expedia again at 2:40 pm and was hold until 6:05 pm. It took 1 hr 22 min to straighten things regarding the cancellation and the travel credit timelines. I am extremely upset and disappointed at the lack of respect and professionalism that Expedia has for their customers. I am now requesting a full refund for my entire purchase since I refuse to make any future travel arrangements through Expedia or any of their business. I wish to deal directly with the airlines, then use their services again. I am appalled at their lack of respect and care they are showing their customers during these uncertain times.
Expedia.com Response
• Apr 28, 2020
April 28, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting a full refund of her flight reservation.
Our records indicate that on February 24, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a combined one-way
flight reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Los Angeles, CA returning
Calgary, AB, Canada on April 2, 2020 and returning on West Jet Airlines for April 7, 2020.
Upon reviewing this matter, we show Mrs.s departure flight is cancelled with *** with a future travel credit. Mrs.s tickets are
non-refundable and changes were permitted. Therefore, the value of the flight is kept by the airlines towards the purchase of a new flight. Mrs. is
responsible for any new fare difference and travel must be completed by March 31, 2021.The return flight was with *** Airlines who also kept the value of
Mrs.s flight ticket to hold to rebook, and advised tickets must be reissued on or before February 28, 2021.
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. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs.
at the time of booking, 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 theExpedia 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.
While we regret that her experience was not as we would have hoped based on this matter we are not able to provide a refund. We recommend Mrs.
*** to contact the airlines directly when she is ready to use her flight credits. 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,
On 1/25/2020, I booked a round trip flight and ***l in Denver, CO for the dates of 3/22/20 through 3/26/20 via Expedia.com. During the coronavirus outbreak, I was able to get ahold of *** and *** and have the flights cancelled. I got on my itinerary page on Expedia.com to cancel the ***l two weeks out. Everytime I tried to cancel via web page, it wouldn’t let me due to a error and that I needed to “Contact customer support.” Over the past 2 weeks, I have called Expedia over 10-12 times (approximation of 200 hours of my time spent trying to cancel) Most times on Hold for upwards of 3 hours just to be hung up on as soon as a representative got on the phone. After exhausting that option, I then tried to email Expedia with no success on a response. I then tried to reach out via social media multiple times through twitter and Facebook with no success or response. I have attempted the online chat function 15+ times with a error message. I was charged $2,160.11 total for itinerary #*** on 1/25/20. Of that, I was charged $196.38 for ***, Confirmation # ***. The $196.30 is all that I have been trying to cancel and was required to cancel through Expedia. This is my last option to try to get ahold of anyone even though this booking has passed, I’ve exhausted every option over the past 3 weeks.
Expedia.com Response
• Apr 29, 2020
April 29, 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 car reservation. Our records reflect a four day rental with *** for
pick up on March 22, 2020 and return on March 26, 2020 in Denver,
Colorado. We understand Mr. is
requesting a refund as he was unable to cancel on Expedia's website before travel..
***
*** has advised Expedia that no penalty will be added to any rentals
that were not utilized.
A refund
has been processed for $196.38 by Expedia. Refund timing may take up to 30
business days to reflect back to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a hotel room for Friday 3/13/2020 through Expedia. That Thrusday is when everything started to be cancelled due to corona virus. I called the hotel thrus and they told me I had to contact Expedia. I called and finally got through. Talked to somebody, they said they would take care of it and put me on hold to contact the hotel. He said if we get disconnected he would call me back. After being on hold for 2 minutes we got disconnected. I tried calling back that night (all night) and the next day and expedia's lines were down. I didn't know what to do, so I cancelled my reservation on expedia. I got through after that about 10 tries after I cancelled myself. Lady said she couldn't help me after I cancelled myself. Explained to her what happened and it was not my fault. I asked to talk to the supervisor. Supervisor said there systems were down. I told him he could pull the call, he couldn't help me. Also, his attitude was not appreciated. I am seeking a refund. Itinerary # ***. Refund requested of 161.29
Expedia.com Response
• Apr 28, 2020
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. Our records reflect a one night stay at *** for three adults. We
understand Mr. is requesting a refund due to the Covid-19 travel advisories.
On
February 29, 2020 Mr. or someone with account access, purchased accommodations
at the *** while selecting a non-refundable room which cannot be
changed or cancelled without a full penalty of $161.29 imposed. Expedia has
advocated the refund request to *** and was advised they will make an exception
due to the current global pandemic.
A refund
has been processed in the amount of $161.29 to the original form of payment
used. Expedia's refund timing may take up to 30 business days to see reflect.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a round trip flight from San Antonio To Guadalajara Mar 9 - Mar 24 for my husband. I tried to get in contact with expedia multiple times prior to the 24th as well as the actual airline *** I was on the line for many hours and at certain points it disconnected, I did not have an opportunity to talk to anybody. I was trying to see if I could get a refund or some credit due to the COVID19 situation as the president proceeded to close the borders I had to buy my husband a sooner flight from a different airline to ensure his safety. I took every measure I could to try to contact expedia and the airline ***, and I would just like my money back for half of the amount that I paid (the one ticket from Guadalajara to SAT). I ultimately gave up since I tried calling so many times but I didn't know I could file a complaint until today. Thank you.
Expedia.com Response
• Apr 28, 2020
April 28, 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 Mrs. *** , Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting a full refund or credit for the return flight.
Our records indicate on February 14, 2020, Mrs. or an authorized user of the account self-booked a round trip flight on *** departing on March 9, 2020 from San Antonio, TX to Guadalajara, Jalisco, Mexico and returning on March 24, 2020, via ***
After further review on April 27, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify the outbound flight was used. Expedia contacted *** and they advised their COVID19 policy allows a change with no change fee charge. If there is a fare difference the customer would be responsible. The date and routing can be changed and new travel must be booked and completed by February 14, 2021
Mrs. will need to contact Expedia Customer Service Department at 877-*** to exchange the ticket.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating 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 Mrs. 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 will be able to exchange the ticket but 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
Is was on vacation with my daughter's I booked a Room for 5 days ] I called ahead like I was asked to do to make sure I had no problems checking in they said call if I had problems I got to the Room at 2 o'clock in the morning there was problems and expedient would not answer the phone they still have not answered the phone and I had to pay out of pocket for 5 nights
Expedia.com Response
• Apr 28, 2020
April 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request.
On March 3, 2020, the customer self-booked a hotel reservation for four nights via itinerary number ***. The total amount paid for the reservation was $201.21. We understand from Ms. complaint when she arrived at the hotel she was not allowed to check-in. Ms. is requesting a full refund and an unmentioned amount she claims to have lost due to not being able to check-in.
Expedia has reviewed all of the customer’s concerns. We contacted the hotel regarding the customers claims, the hotel agents mentioned they show Ms. made multiple reservations, however she arrived at the hotel after 2AM and was considered a no-show. The hotel did not authorized a refund. We have determined no refund will be provided since Ms. accepted the terms before completing the booking.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below. I have posted a portion of the Terms of Use below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Due to Covid-19, I have had to cancel a trip. I have in writing from two separate hotels that they would refund the money previously collected in booking due to the pandemic. Expedia requires cancellations go through them. Upon cancelling, Expedia has not refunded the money, or been available to contact a customer service representative. Calling the company, or requesting a call back ends in Expedia hanging up the call before a customer service representative is reached.
Expedia.com Response
• Apr 29, 2020
April 29, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation.
Upon researching the complaint the customer did not provide an itinerary number. While the email address is linked to an Expedia account, there is no mention of the itinerary the customer mentions he received authorization from the hotel. We ask that the customer provide further information on who authorized a refund at the hotel.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary number you may contact Expedia by phone since our wait times are now much lower.
I was scheduled to fly from NYC to amsterdam on 5th of April. Due to the coronavirus outbreak my flights were cancelled. According to the US DOT I am entitled to a refund (citation below). However Expedia is refusing to refund my money and is instead only offering a credit.
If your flight is cancelled, most airlines will rebook you for free on their next flight to your destination as long as the flight has available seats.
If your flight is cancelled and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation – even for non-refundable tickets. You are also entitled to a refund for any bag fee that you paid, and any extras you may have purchased, such as a seat assignment.
Expedia.com Response
• Apr 28, 2020
April 28, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund of $2351.55.
Our records indicate on January 11, 2020. Mr. or an authorized user of the account self-booked five round trip flights on *** Airlines departing on April 5, 2020 from New York, NY to Amsterdam, Netherlands and returning on April 14, 2020, via Amsterdam, Netherlands, via ***
We can confirm on April 4, 2020, the customer called in stating the airline cancelled his flight. Our representative reviewed the reservation and the reservation was cancelled. Our representative advised the customer of the future travel credit from *** as per their website and the customer did not agree. The customer insisted on a refund, the call was disconnected, called the customer back and the call went to voice mail.
After further review on April 27, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify in the airline system the itinerary was cancelled with a credit of $470.31 for each ticket on March 27, 2020. Expedia also verified the cancellation confirmation was emailed to the email address on file. *** ‘s COVID19 policy states *** will waive the change fee and new tickets must be reissued within 24 months from original ticket date (January 11, 2020). Rebooked travel must commence within 24 months from the original ticket issue date.
Mr. will need to contact Expedia Customer Service Department when he is ready to exchange his tickets.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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 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
I cancelled my hotel reservation (without penalty) on Expedia on Feb 22, 2020 because of COVID 19.
Their website says my payment of one night deposits on six rooms totaling
$ 2,260.80 was refunded.
Up to date, I have not received the credit to the card I used for the deposit.
I have called numerous times and emailed numerous times to Expedia and ***, Ocho Rios Jamaica to no avail.
Confirmation number
Expedia.com Response
• Apr 27, 2020
April 27, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (Revdex.com complaint #***) regarding a hotel reservation refund request.
After reviewing the complaint I was able to confirm that Mrs. booked a Pay-Later hotel reservation which is charged directly by the hotel. The hotel and not Expedia would be the party that refunds the customer. I contacted the hotel at the phone number on file. However, the vendor is not currently available since the property is closed due to Covid-19. According to their voicemail message they believe they may reopen after May 15, 2020. At that time we recommend that Ms. contacts the hotel directly or she may contact Expedia so we may call the hotel on her behalf and ask the vendor refunds the customers form of payment.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us so we may assist.
Sincerely,
Daniel ***
Corporate Correspondence Team
In January, I booked a trip to Montego Bay Jamaica for the dates 04/02/20-04/04/07/20.
Hotel Itinerary-***
Airline Itinerary- ***
Because of this tragic Covid-19 pandemic, our vacation is forced to be cancelled. While the Hotel has already issued a refund, Expedia is refusing to refund us during these uncertain times. Prior to Expedia cancelling my vacation on my behalf, I tried to reach them several times. After 1-2 hour waits, when I was finally able to speak to a person, the customer service representative hung up on me.
Without contact, my reservations we cancelled. Hotel reservation sent me confirmation of a refund but the airline sent me credit. I am ashamed to have used and recommended Expedia so many times to friends and loved ones. In the event of a crisis, rather then refunding, they are offering credits. Families may be in true need of this money. The young lady and I were both laid off. Its unsettling that this is the best that Expedia is doing for their "valued Customers" and loyal travelers.
Expedia.com Response
• Apr 28, 2020
April 28, 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 full refund for the flights.
Our records indicate on January 25, 2020, Ms. or an authorized user of the account self-booked a five night hotel stay at *** - Adults Only - All Inclusive, checking in on April 2, 2020 and checking out on April 7, 2020, via ***.
We can con firm on March 25, 2020 , a full refund was issued for $1,455.80 for the hotel reservation.
On March 31, 2020, the customer called in inquiring on the refund for the reservation. Our representative advised the reservation was canceled and the refund was previously processed.
In addition on January 25, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airline departing on April 2, 2020 from Dallas, TX to Montego Bay, Jamaica and returning on April 7, 2020, via ***
We can confirm on April 1, 2020, the customer called in inquiring on the refund for the flight reservation. Our representative advised there is no option for a refund and advised *** Airlines offers a future travel credit.
After further review on April 27, 2020, Expedia was able to verify *** Airline COVID19 policy allows a change with no change fees. Travel on the new ticket must be booked and travel completed by December 31, 2021. If there is a fare difference the customer would be responsible.
Ms. needs to contact Expedia Customer Service Department at 877-*** to complete the exchange process.
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. *** Airline 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 will be able to exchange the ticket but 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
My flight and hotel accommodations need to be canceled due to corona virus. I have called and been on hold multiple times ;with very long wait times 5hours plus twice) I just want my money back because travel is not only impossible at this time but also very unwise.
Expedia.com Response
• Apr 29, 2020
April 29, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting a full refund or a future travel credit due to the Corona virus outbreak.
Our records indicate that on February 28, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s
website, under itinerary *** for two travelers. Departure on *** from Newark, NJ returning Bangkok, Thailand on March 31, 2020 and
returning on April 5, 2020 with added Travel Protection Flight Protection Plan.
Upon reviewing this matter, we are pleased to confirm that we processed a refund in the amount of $ 1,805.50 with *** on April 22, 2020 for your
cancelled flights. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to
process refunds.
While we regret that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Customer Response
• Apr 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.
My guest was issued a travel voucher due to a trip cancellation last year. He paid 599.00 for a flight. I was issued a travel voucher. I contacted Expedia several times in the last month due to COVID-19 to request a refund or extended travel voucher extension. The site requested I contact the air carrier. The air carrier requested I contact Expedia, as they issued the voucher credit. Last week, the rep informed he my guests travel voucher was already deleted since it was due to expire April 1 then requested I discard his comment. He would send me an email resolution within 3 days. To date I have not received a response. Today, when I entered the itinerary number. The phone prompted me to a voicemail message and no link to contact a live agent. This is very frustrating for me as an agent I risk losing a client due to the negligence of this company. If the guests is unable to travel within the desired time due to a pandemic. This company needs to return the cost of the ticket.
Hello Revdex.com,I am pleased to provide assistance with case #***
Below are the findings and resolution to the case:Customer Complaint:My guest was issued a travel voucher due to a
trip cancellation last year. He paid 599.00 for a flight. I was issued a travel
voucher. I contacted Expedia several times in the last month due to COVID-19 to
request a refund or extended travel voucher extension. The site requested I
contact the air carrier. The air carrier requested I contact Expedia, as they
issued the voucher credit. Last week, the rep informed he my guests travel
voucher was already deleted since it was due to expire April 1 then requested I
discard his comment. He would send me an email resolution within 3 days. To
date I have not received a response. Today, when I entered the itinerary
number. The phone prompted me to a voicemail message and no link to contact a
live agent. This is very frustrating for me as an agent I risk losing a client
due to the negligence of this company. If the guests is unable to travel within
the desired time due to a pandemic. This company needs to return the cost of
the ticket.The customer: ***The customer is requesting a refund of 599.63 USD. Findings:According to our records, the flight was cancelled as of 28
June 2019 with a full airline credit set to expire as of 2 April 2020. In order
to utilize the airline credit, travel must commence prior to the credit
expiration date. Our Customer Care Team received a request to extend the
airline credit as of 25 March 2020 due to COVID-19, as the guest is unable to
travel. As Expedia is not the merchant of record, we are unable to extend the
credit or issue a refund in regards to this matter. Resolution:To address the clients concerns, I have contacted the airlines
on the clients behalf. *** has suggested the customer submit the request
to extend the airline credit to *** I kindly suggest the customer reach out to the airlines via ***@***.com in
order to request an extension on the airline credit on ticket # ***.Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Thank you,Amber B. Customer Relations Specialist
I have been trying to contact Expedia for over two weeks now and still cannot receive customer service help in cancelling my *** trip. I’ve been on hold for hours, and Expedia has even emailed that they cannot help at this time. While I’m sure the flight will get cancelled anyhow, Expedia needs to release my money in refunding my *** credit card. This money is highly critical for my family right now. The government has issued mandatory self-quartantine advisories for people like me in NY who travel to FL for 14 days. I can’t lose this money because Expedia is too busy to have customer service available. I’m not interested in any credits w them or the airlines. I need this money back, and Expedia.com just can’t/won’t help me w this cancellation and full refund of the *** room and flights charges. I shouldn’t be forced to travel illegally or lose the money.
April 30, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number *** regarding her package
reservation. Our records indicate that on January 8, 2020, Ms.,
or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary ***.
Travel was for a combined one-way flight with *** Airlines and ***
Airways, departing on April 4, 2020, returning on April 12, 2020, from New
York, NY to Orlando, FL. The hotel reservation was for the ***, with a check-in date of April 4, 2020 and a check-out
date of April 12, 2020. We understand Ms. is requesting to cancel her
package reservation with a full refund.
Upon receipt of the complaint, we verified that Ms.
***’s package reservation has been cancelled, with a combination of flight credits and refunds. On March 6, 2020, a full refund in the amount of $1,618.67 was
issued for Ms.’s cancelled hotel reservation. On April 4, 2020, flight
credits (equal to the value of the flight bookings) were issued by ***
Airlines and *** Airways for the cancelled flight reservation. Expedia has worked incredibly
hard to push our partners to provide travelers with as much flexibility as
possible due to COVID-19, particularly for flights that are ordinarily non-refundable
or limited to any changes. We recognize that an airline credit may not be what Ms.
*** is looking for but know that these are
extraordinary circumstances that travel partners are trying to work through. We
are still bound by the terms and conditions of airlines and this is the only
option that they are providing at this time.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
Who suppose to help customers like me when a corporation like Expedia take advantage of me and the COVID-19 pandemic. A Corporation like Expedia should be held accountable when I’m a customer/consumer. Every time I got on the phone and explained my refund situation to Expedia Service team they put me on hold and hung up. I cancel my reservation due to the accommodation wasn’t up to my standards for the price. I was told I would get a refund even giving an email confirmation. But Expedia don’t won’t to honor it or can’t find it in there system.
April 29, 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 Mr.
*** (Revdex.com case number ***) regarding his hotel reservation. Our records indicate that on March 20, 2020, Mr.,
or an authorized user of his account, self-booked a hotel reservation on
Expedia.com, under itinerary ***. Reservation was for the *** Jacksonville, with a check-in date of March 20, 2020, and a check-out
date of March 23, 2020. We understand Mr. is requesting a full refund of
his reservation, stating that the accommodation was not up to his standards.Upon receipt of the complaint, we can confirm that Mr.
***’s issue has been resolved on March 31, 2020. On March 20, 2020 and March 31, 2020, a total refund in the amount of $362.11 was processed back to Mr. original form of payment. 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 M Corporate Correspondence Team
We had a trip planned and booked through Expedia scheduled for March 31 through April 18, 2020, with a total cost of $3,025.40. Itinerary #***
The airline cancelled the flight, and sent us an email with the cancellation notice on March 18, 2020. Since that date, I have been trying unsuccessfully to contact Expedia to get the itinerary updated to reflect the cancellation and to receive a refund. Three separate times, I remained on hold with Expedia for over 3 hours each time to try and contact customer service. I called the airline who said that since we booked through Expedia, we would need to contact them for the refund.
Today, which is the scheduled departure day of the cancelled flight, I spent over 5 hours today using their chat function in addition to remaining on hold with the call center. The chat function was useless, being shuffled between one agent to another and only added to the extreme frustration of not getting the problem resolved.
April 29, 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 full refund for the flights.
Our records indicate on February 5, 2020, Ms. or an authorized user of the account self-booked four round trip flights on *** departing March 31, 2020 from Washington, DC to Cairo, Egypt and returning on April 17, 2020, via ***.
We can confirm on March 31, 2020, the customer called in and wanted to request a refund for the flight.
After further review on April 29, 2020, Expedia was able to verify *** COVID19 policy allows for a refund but they are not accepting refund request via the electronic means. The customer would need to resubmit a complaint with Expedia after 30 days expires. By that time *** may have opened the refund requests. Expedia was able to review on *** website (https://www.*** where the customer 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. *** 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: When *** cancelled the flights, we called Expedia, who told us to call the airline. We called the airline and they routed us back to Expedia to make the refund. They said that they would not be able to work with us directly, since we booked through Expedia. This is a very frustrating experience, being told by both parties involved that the other should take care of the refund.
Per U.S. Department of Transportation guidelines, the airline should issue a refund within 7 business days. As it stands, the airline cancelled the flight on March 18. In communication with *** after that, they said we had to work through Expedia to issue our refund. Expedia's customer service would not accept our calls/messages for weeks. I was unable to contact someone about our case until after the scheduled departure date.
https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
We made business with Expedia directly, and Expedia has access to the payment information. We still expect that we receive a refund directly from Expedia.
Sincerely
Complaint: ***
I am rejecting this response because: As suggested, I contacted ***. On their online refund request form they specifically state that: To request a refund on a ticket not purchased through www.***.com, please contact the Ticket Office nearest to you.
We have contacted ***, and they let me know that because we booked through Expedia, Expedia has to initiate the request for refund. I cannot get a refund directly from them.
I expect a full refund for this trip by Expedia.
Sincerely
May 19, 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 a full refund for the 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.
At this time the *** has suspended
all operation for processing refunds. ***
is not processing any refunds at this time. Please accept our apologies for any inconvenience this may cause,
Expedia will not be able to request a refund until the portal has opened. The *** refund
portal has been closed due to the influx of refunds they are processing because
of COVID19.
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
the airline cancelled my flights so I called Expedia and have been on hold for over 8.5 hours to be hung up on. I've been calling for weeks to just get the run around,hung up on and disconnected without a call back. they are making excuses to not refund me even though *** Airlines said I need to get a refund but have to go through Expedia since Expedia has my money. I even paid extra for there insurance protection plan that Expedia offers and they are also giving me the run around. they haven't returned my emails or calls in weeks and scamming me out of a lot of money. I feel Expedia is scamming me and ignoring me and they are clearly keeping my money illegally.
April 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: S-***
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 Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting a full refund for the flights.
Our records indicate on February 2, 2020, Mrs. or an authorized user of the account self-booked two one way flights on *** Airline Group departing March 19, 2020 from Tampa, FL to Santiago, Chile along with the Flight Protection Plan, via ***.
We can confirm on March 12, 2020, the customer called in to cancel due to Corona virus and paid protection plan. Our representative advised the reservation is not covered by flex policy, checked airlines policy The call was disconnected, no callback as flight was non-imminent.
From March 16, 2020 through April 1, 3030 - the customer called in to cancel due to COVID19. Our representatives verified the airline policy and advised they allow a change without a fee. Our representative advised the normal cancellation policy applies. Advised the ticket was a lost value and the insurance refund option is subject for approval. The customer stated would speak with insurance first, no changes made.
On April 3, 2020 – Our representative emailed the customer advising a refund request has been submitted to the airline for the reservation for $1,115.00.
After further review on April 27, 2020, Expedia was able to verify our representative submitted the refund request to *** Airline Group on April 3, 2020. Expedia called *** to verify the refund since the details of the refund were not in the airline record. *** advised the refund was not in their system and advised we needed to submit on their website. Mrs. was contacted to get the passport numbers, as the site requested them. Mrs. received the email response from *** while on the phone. Mrs. was advised that *** stated she would receive a travel voucher that could be cashed in our used for future travel within the next 14 business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines Group 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 Mrs. 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 but submitted the refund request via *** website. 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 FCorporate Correspondence Team
Expedia told me on the phone and in writing that I will be getting a refund multiple times from *** Airlines the latest email I received was yesterday stating that now I will not be getting a refund I’ve been getting the runaround for several months I’ve been on hold times for over eight hours at a time and then being hung up on I’m very upset that they are holding on to all my money for these flights. Even When the flight was canceled and out of my control
May 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer
rebuttal from Mrs. ***. We regret to hear Mrs. did not accept our response.
We are again responding to Mrs. complaint regarding a refund. We understand that Mrs. is requesting
that Expedia issue a 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. On April 27, 2020, Expedia
was able to verify that our representative submitted the refund request to *** Airline Group on April 3, 2020. Expedia called *** to verify the refund since
the details of the refund were not in the airline record. *** advised the
refund was not in their system and advised we needed to submit on their
website. Mrs. was contacted to get the passport numbers, as the site
requested them. Mrs. received the email response from *** while on
the phone. Mrs. was advised that *** stated she would receive a
travel voucher that could be “cashed” in or used for future travel within the
next 14 business days.
Expedia would suggest that Mrs. contact *** and request to cash
in the voucher as *** has previously advised. The voucher/cash/refund will be issued by ***.
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 F Corporate Correspondence
Team
My husband and I booked a trip to Italy for this August and need to cancel. We purchased the insurance voucher for the trip and would like to cancel and get the full refund put back on the card. I have attempted chatting, calling and emailing Expedia MULTIPLE times to get this taken care of. I understand that the company is extremely busy, but I do not appreciate having calls dropped on purpose or being transferred to someone else and then having the chat just stop. I am furious that someone cannot just respond to an email and then get back with me. We received an email on 3/9/2020 that said that I would be able to cancel the entire package without any penalty. It came from Nicole on the Expedia Customer Service Team.
April 29, 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 full refund for the reservation.
Our records indicate on January 19, 2020, Ms. or an authorized user of the account self-booked a three round trip flights on *** Air Lines departing on August 6, 2020 from Chicago, IL, to Rome, Italy and returning on August 14, 2020, with a seven night hotel stay at Hotel Quirinale along with the Vacation Waiver via ***
We can confirm on March 9, 2020, the customer called and wanted to know what the option will be if they cancel the whole trip. Our representative advised the flights were Basic Economy and non-refundable and the hotel was inside of penalty. Our representative emailed the customer advising a full refund would be issued for the flights and hotel.
On March 21, 2020, the customer called to cancel the reservation. Our representative advised a full refund for hotel using insurance but before advising the policy for flight the call was disconnected.
After further review on April 29, 2020, Expedia was able to determine the basic economy flights were refundable along with the hotel. Expedia cancelled the reservation and issued a full refund for the hotel and flight. The refund of $2,528.23 should appear on the original card charged within the next 30 days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di ***Corporate Correspondence Team
I have called over 12x only to be on hold for 4 hours each time and be cut off from communication. and everytime I have been contacted by expedia they lead me to the website that still has yet to help me in any way. all I am after is a full refund so I can reschedule my family vacation with another companie. I even purchased trip insurance but iy seems to go unnoticed or just ignored.
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package itinerary on ***. Our records reflect a round-trip flight with *** Airlines
departing Dallas,
TX to Fort Lauderdale, FL on April 15, 2020, and returning April 18, 2020. And a
three night stay at ***, as well
as an Expedia Vacation Waiver. We
understand Mr. is requesting a refund of the package.
Expedia
has advocated on behalf of Mr. to *** Airlines for a refund
request. We have notified that flight AA1578 did not operate and is valid for a
full refund.
*** have put flex policies in place to waive all cancellation
fees for guests traveling with new or existing bookings for stays in any of their
hotels through June 30, 2020.
Expedia processed refunds for the full package including the
Vacation Waiver for a total of $1176.23. Refund timing may take up to 30
business days to reflect to the original form of payment used.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I made reservations via Expedia (itinerary number ***) for a stay in Madison,WI for April 16 thru April 19th, 2020. I did understand at the time that the reservations were non refundable, but saw no indication that the event I would be attending would be cancelled. All things said and done the event was cancelled. I contacted Expedia and they told me they could cancel the reservation, but would not refund the money.
The reservation was at the *** hotel. I checked their website and found they would have refunded the money if the reservation was made thru them and cancellation was due to the virus.
I am sure Expedia did not pay the *** and Expedia is going to profit from the state issued Stay at home order and the federal guidelines. I feel they are taking advantage of the public.
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear 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 Mary
*** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate on March 2, 2020 Ms. or someone with
account access self-booked a three night stay at the *** by *** for one adult. We understand Ms. is requesting a refund due to the Covid-19
Pandemic.
On April
15, 2020, the customer called Expedia and spoke to a representative to inquire
on a refund with the ***. The hotel manager allowed a refund and a refund
was processed for $218.12 by Expedia as well as 608 Expedia points transferred
back to Ms.s account.
No further
action has been taken as Ms.s request has been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
My son and I booked a flight to Japan and wanted to speak to an agent to find the process of canceling and the shortest time in advance for full refun
My son and I booked a flight to Japan and wanted to speak to an agent to find the process of canceling and the shortest time in advance for full refund. they send you through a maze where you can not get a human on the line and all the automated answeres and not ties to the questions. They say you can talk to a person if your trip is in 72 hours so you have that long if you decide you want to cancle which is rediculous. It is even hard to hunt down their corporate office to complain
April 29, 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 for
two departing Raleigh,
NC to Tokyo, Japan on June 9, 2020, and returning June 20, 2020. We understand Mr. is requesting a call from Expedia to discuss
cancellation options.
Mr. was contacted via telephone to provide options of cancellation for his flights. The
customer opted to cancel for a refund. *** Airlines has imposed a
cancellation fee of $300.00 per ticket. These fees will be waived using the
Expedia Vacation Waiver on Mr. itinerary.
A refund
of $1746.12 has been processed by Expedia. Refund timing may take up to 30
business days to reflect to the original credit card used.
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:
Sincerely,
***
I accept about the airline but they sent a rfund recept for hotel $600??????? I paid over $2K for hotel????
May 3, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com
case number ***). We
regret to hear Mr. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Mr. provided to further address his concerns. A refund for $1146.12 and $600 has
been processed by Expedia on April 30, 2020. The refund for $600 was processed separately for the cancel fees imposed by the airlines and covered by the Expedia vacation
waiver.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
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.
Due the COVID-19 pandemic our travel plans were cancelled. Purchased 2 flight tickets via Expedia in Feb. When COVID-19 restrictions were put into place, I contacted Expedia (2 weeks ago) to cancel our flight. A pre-recorded message said to call back within 72 hours of our flight and then automatically hung up. I tried to cancel my flight using their online system, but a pop up message from Expedia said I will be charged $100 - $150 from the airlines if I proceeded to cancel my flight. I did not proceed with online cancellation because according to airlines' website, they were waiving fees for changes or cancellations due to the COVID-19 pandemic. The information posted on Expedia's website is wrong, and not current with what the airlines are posting on theirs. Today, 3/30/2020, which makes it 72 hours before our flight, I called Expedia at 12:16 am, entered my itinerary number, and was placed on hold for an unreasonable amount of time. I decided to end my wait time at 4:22 am due to the lower back pain I was experiencing. At 10:09 am I attempted to call Expedia again, and was given the option of a call back. I got the call back at 1:31 pm, only to result in Expedia terminating the call at 2:27 pm because I pointed out that the travel credit timeline info Expedia was providing was not matching the airlines. I contacted Expedia again at 2:40 pm and was hold until 6:05 pm. It took 1 hr 22 min to straighten things regarding the cancellation and the travel credit timelines. I am extremely upset and disappointed at the lack of respect and professionalism that Expedia has for their customers. I am now requesting a full refund for my entire purchase since I refuse to make any future travel arrangements through Expedia or any of their business. I wish to deal directly with the airlines, then use their services again. I am appalled at their lack of respect and care they are showing their customers during these uncertain times.
April 28, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mrs. is requesting a full refund of her flight reservation.
Our records indicate that on February 24, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a combined one-way
flight reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Los Angeles, CA returning
Calgary, AB, Canada on April 2, 2020 and returning on West Jet Airlines for April 7, 2020.
Upon reviewing this matter, we show Mrs.s departure flight is cancelled with *** with a future travel credit. Mrs.s tickets are
non-refundable and changes were permitted. Therefore, the value of the flight is kept by the airlines towards the purchase of a new flight. Mrs. is
responsible for any new fare difference and travel must be completed by March 31, 2021.The return flight was with *** Airlines who also kept the value of
Mrs.s flight ticket to hold to rebook, and advised tickets must be reissued on or before February 28, 2021.
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. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs.
at the time of booking, 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 theExpedia 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.
While we regret that her experience was not as we would have hoped based on this matter we are not able to provide a refund. We recommend Mrs.
*** to contact the airlines directly when she is ready to use her flight credits. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
On 1/25/2020, I booked a round trip flight and ***l in Denver, CO for the dates of 3/22/20 through 3/26/20 via Expedia.com. During the coronavirus outbreak, I was able to get ahold of *** and *** and have the flights cancelled. I got on my itinerary page on Expedia.com to cancel the ***l two weeks out. Everytime I tried to cancel via web page, it wouldn’t let me due to a error and that I needed to “Contact customer support.” Over the past 2 weeks, I have called Expedia over 10-12 times (approximation of 200 hours of my time spent trying to cancel) Most times on Hold for upwards of 3 hours just to be hung up on as soon as a representative got on the phone. After exhausting that option, I then tried to email Expedia with no success on a response. I then tried to reach out via social media multiple times through twitter and Facebook with no success or response. I have attempted the online chat function 15+ times with a error message. I was charged $2,160.11 total for itinerary #*** on 1/25/20. Of that, I was charged $196.38 for ***, Confirmation # ***. The $196.30 is all that I have been trying to cancel and was required to cancel through Expedia. This is my last option to try to get ahold of anyone even though this booking has passed, I’ve exhausted every option over the past 3 weeks.
April 29, 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 car reservation. Our records reflect a four day rental with *** for
pick up on March 22, 2020 and return on March 26, 2020 in Denver,
Colorado. We understand Mr. is
requesting a refund as he was unable to cancel on Expedia's website before travel..
***
*** has advised Expedia that no penalty will be added to any rentals
that were not utilized.
A refund
has been processed for $196.38 by Expedia. Refund timing may take up to 30
business days to reflect back to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a hotel room for Friday 3/13/2020 through Expedia. That Thrusday is when everything started to be cancelled due to corona virus. I called the hotel thrus and they told me I had to contact Expedia. I called and finally got through. Talked to somebody, they said they would take care of it and put me on hold to contact the hotel. He said if we get disconnected he would call me back. After being on hold for 2 minutes we got disconnected. I tried calling back that night (all night) and the next day and expedia's lines were down. I didn't know what to do, so I cancelled my reservation on expedia. I got through after that about 10 tries after I cancelled myself. Lady said she couldn't help me after I cancelled myself. Explained to her what happened and it was not my fault. I asked to talk to the supervisor. Supervisor said there systems were down. I told him he could pull the call, he couldn't help me. Also, his attitude was not appreciated. I am seeking a refund. Itinerary # ***. Refund requested of 161.29
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. Our records reflect a one night stay at *** for three adults. We
understand Mr. is requesting a refund due to the Covid-19 travel advisories.
On
February 29, 2020 Mr. or someone with account access, purchased accommodations
at the *** while selecting a non-refundable room which cannot be
changed or cancelled without a full penalty of $161.29 imposed. Expedia has
advocated the refund request to *** and was advised they will make an exception
due to the current global pandemic.
A refund
has been processed in the amount of $161.29 to the original form of payment
used. Expedia's refund timing may take up to 30 business days to see reflect.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I purchased a round trip flight from San Antonio To Guadalajara Mar 9 - Mar 24 for my husband. I tried to get in contact with expedia multiple times prior to the 24th as well as the actual airline *** I was on the line for many hours and at certain points it disconnected, I did not have an opportunity to talk to anybody. I was trying to see if I could get a refund or some credit due to the COVID19 situation as the president proceeded to close the borders I had to buy my husband a sooner flight from a different airline to ensure his safety. I took every measure I could to try to contact expedia and the airline ***, and I would just like my money back for half of the amount that I paid (the one ticket from Guadalajara to SAT). I ultimately gave up since I tried calling so many times but I didn't know I could file a complaint until today. Thank you.
April 28, 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 Mrs. *** , Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting a full refund or credit for the return flight.
Our records indicate on February 14, 2020, Mrs. or an authorized user of the account self-booked a round trip flight on *** departing on March 9, 2020 from San Antonio, TX to Guadalajara, Jalisco, Mexico and returning on March 24, 2020, via ***
After further review on April 27, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify the outbound flight was used. Expedia contacted *** and they advised their COVID19 policy allows a change with no change fee charge. If there is a fare difference the customer would be responsible. The date and routing can be changed and new travel must be booked and completed by February 14, 2021
Mrs. will need to contact Expedia Customer Service Department at 877-*** to exchange the ticket.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating 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 Mrs. 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 will be able to exchange the ticket but 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
Is was on vacation with my daughter's I booked a Room for 5 days ] I called ahead like I was asked to do to make sure I had no problems checking in they said call if I had problems I got to the Room at 2 o'clock in the morning there was problems and expedient would not answer the phone they still have not answered the phone and I had to pay out of pocket for 5 nights
April 28, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request.
On March 3, 2020, the customer self-booked a hotel reservation for four nights via itinerary number ***. The total amount paid for the reservation was $201.21. We understand from Ms. complaint when she arrived at the hotel she was not allowed to check-in. Ms. is requesting a full refund and an unmentioned amount she claims to have lost due to not being able to check-in.
Expedia has reviewed all of the customer’s concerns. We contacted the hotel regarding the customers claims, the hotel agents mentioned they show Ms. made multiple reservations, however she arrived at the hotel after 2AM and was considered a no-show. The hotel did not authorized a refund. We have determined no refund will be provided since Ms. accepted the terms before completing the booking.
As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below. I have posted a portion of the Terms of Use below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
Due to Covid-19, I have had to cancel a trip. I have in writing from two separate hotels that they would refund the money previously collected in booking due to the pandemic. Expedia requires cancellations go through them. Upon cancelling, Expedia has not refunded the money, or been available to contact a customer service representative. Calling the company, or requesting a call back ends in Expedia hanging up the call before a customer service representative is reached.
April 29, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation.
Upon researching the complaint the customer did not provide an itinerary number. While the email address is linked to an Expedia account, there is no mention of the itinerary the customer mentions he received authorization from the hotel. We ask that the customer provide further information on who authorized a refund at the hotel.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary number you may contact Expedia by phone since our wait times are now much lower.
Sincerely,
Daniel *** Corporate Correspondence Team
I was scheduled to fly from NYC to amsterdam on 5th of April. Due to the coronavirus outbreak my flights were cancelled. According to the US DOT I am entitled to a refund (citation below). However Expedia is refusing to refund my money and is instead only offering a credit.
https://www.transportation.gov/***
Flight Cancellations
What happens when my flight is cancelled?
If your flight is cancelled, most airlines will rebook you for free on their next flight to your destination as long as the flight has available seats.
If your flight is cancelled and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation – even for non-refundable tickets. You are also entitled to a refund for any bag fee that you paid, and any extras you may have purchased, such as a seat assignment.
April 28, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund of $2351.55.
Our records indicate on January 11, 2020. Mr. or an authorized user of the account self-booked five round trip flights on *** Airlines departing on April 5, 2020 from New York, NY to Amsterdam, Netherlands and returning on April 14, 2020, via Amsterdam, Netherlands, via ***
We can confirm on April 4, 2020, the customer called in stating the airline cancelled his flight. Our representative reviewed the reservation and the reservation was cancelled. Our representative advised the customer of the future travel credit from *** as per their website and the customer did not agree. The customer insisted on a refund, the call was disconnected, called the customer back and the call went to voice mail.
After further review on April 27, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify in the airline system the itinerary was cancelled with a credit of $470.31 for each ticket on March 27, 2020. Expedia also verified the cancellation confirmation was emailed to the email address on file. *** ‘s COVID19 policy states *** will waive the change fee and new tickets must be reissued within 24 months from original ticket date (January 11, 2020). Rebooked travel must commence within 24 months from the original ticket issue date.
Mr. will need to contact Expedia Customer Service Department when he is ready to exchange his tickets.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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 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
I cancelled my hotel reservation (without penalty) on Expedia on Feb 22, 2020 because of COVID 19.
Their website says my payment of one night deposits on six rooms totaling
$ 2,260.80 was refunded.
Up to date, I have not received the credit to the card I used for the deposit.
I have called numerous times and emailed numerous times to Expedia and ***, Ocho Rios Jamaica to no avail.
Confirmation number
April 27, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mrs. (Revdex.com complaint #***) regarding a hotel reservation refund request.
After reviewing the complaint I was able to confirm that Mrs. booked a Pay-Later hotel reservation which is charged directly by the hotel. The hotel and not Expedia would be the party that refunds the customer. I contacted the hotel at the phone number on file. However, the vendor is not currently available since the property is closed due to Covid-19. According to their voicemail message they believe they may reopen after May 15, 2020. At that time we recommend that Ms. contacts the hotel directly or she may contact Expedia so we may call the hotel on her behalf and ask the vendor refunds the customers form of payment.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us so we may assist.
Sincerely,
Daniel ***
Corporate Correspondence Team
In January, I booked a trip to Montego Bay Jamaica for the dates 04/02/20-04/04/07/20.
Hotel Itinerary-***
Airline Itinerary- ***
Because of this tragic Covid-19 pandemic, our vacation is forced to be cancelled. While the Hotel has already issued a refund, Expedia is refusing to refund us during these uncertain times. Prior to Expedia cancelling my vacation on my behalf, I tried to reach them several times. After 1-2 hour waits, when I was finally able to speak to a person, the customer service representative hung up on me.
Without contact, my reservations we cancelled. Hotel reservation sent me confirmation of a refund but the airline sent me credit. I am ashamed to have used and recommended Expedia so many times to friends and loved ones. In the event of a crisis, rather then refunding, they are offering credits. Families may be in true need of this money. The young lady and I were both laid off. Its unsettling that this is the best that Expedia is doing for their "valued Customers" and loyal travelers.
April 28, 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 full refund for the flights.
Our records indicate on January 25, 2020, Ms. or an authorized user of the account self-booked a five night hotel stay at *** - Adults Only - All Inclusive, checking in on April 2, 2020 and checking out on April 7, 2020, via ***.
We can con firm on March 25, 2020 , a full refund was issued for $1,455.80 for the hotel reservation.
On March 31, 2020, the customer called in inquiring on the refund for the reservation. Our representative advised the reservation was canceled and the refund was previously processed.
In addition on January 25, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airline departing on April 2, 2020 from Dallas, TX to Montego Bay, Jamaica and returning on April 7, 2020, via ***
We can confirm on April 1, 2020, the customer called in inquiring on the refund for the flight reservation. Our representative advised there is no option for a refund and advised *** Airlines offers a future travel credit.
After further review on April 27, 2020, Expedia was able to verify *** Airline COVID19 policy allows a change with no change fees. Travel on the new ticket must be booked and travel completed by December 31, 2021. If there is a fare difference the customer would be responsible.
Ms. needs to contact Expedia Customer Service Department at 877-*** to complete the exchange process.
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. *** Airline 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 will be able to exchange the ticket but 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
My flight and hotel accommodations need to be canceled due to corona virus. I have called and been on hold multiple times ;with very long wait times 5hours plus twice) I just want my money back because travel is not only impossible at this time but also very unwise.
April 29, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting a full refund or a future travel credit due to the Corona virus outbreak.
Our records indicate that on February 28, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s
website, under itinerary *** for two travelers. Departure on *** from Newark, NJ returning Bangkok, Thailand on March 31, 2020 and
returning on April 5, 2020 with added Travel Protection Flight Protection Plan.
Upon reviewing this matter, we are pleased to confirm that we processed a refund in the amount of $ 1,805.50 with *** on April 22, 2020 for your
cancelled flights. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to
process refunds.
While we regret that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely