My fiancé and I booked a room at captains quarters motel, we booked a refundable room and we tried to cancel and Expedia won’t give us our $135.71 back. Their customer service is awful and refuse to refund us when we literally booked a refundable vacation. It was booked starting August 31 so we cancel well ahead of time. We want a refund for the one night we were charged, this is not fair that you have an option to pay more for a refundable room then refuse to give us our money back. We will never book with Expedia again.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at the *** Resort for August 31 through September 04, 2020 with a change or cancel policy that states:Room cancellations made before 6:00 PM local hotel time, August 24, 2020, will be charged for 1 night(s).Room cancellations made after 6:00 PM local hotel time, August 24, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.The booking was made as a Hotel Collect booking and the *** Resort is the billing party and not Hotels.comWe also show that the property notes the following regarding payment: Payment timing:You will be charged deposits by the property based on the following schedule. Any remaining amount will be due upon arrival:First night plus tax (after booking)We can confirm that this information was provided when making the reservation and was agreed to by the completion of the booking process.We have reached out to the hotel and they have advised that they are adhering to the terms agreed to when booking.Conclusion/Resolution:We do apologize to our customer for any inconvenience or frustration that this situation may have caused.We do confirm that the information regarding the charges and cancellation terms for this booking were provided prior to completing the booking process.As the terms and conditions do note that a non-refundable deposit for the 1st night plus tax is taken at the time of booking by the *** Resort, no refund for that amount will be issued if the booking is cancelled.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Hotels.com Team
I booked round trip flight tickets to seattle - *** with itinerary number *** on Feb 19 2020. I paid $1,392.50 for the tickets from my credit card. Due to COVID-19, Airline canceled that flight. I called the *** airline regarding the refund. they confirmed that airline has not charged anything to me. and charged for the tickets on my credit card is ONLY from Expedia. I called expedia on multiple times for refund but I didnt get proper response. finally I was able to connect to Expedia supervisor "John" on May 3rd. and he said he submitted request for issuing a full refund for my tickets. I also got confirmation email from Expedia regarding that conversation and refund. I am attached that email here. But I havent received any refund yet. I called expedia again. But I was told to check back again after 30 days. I still havent received any refund yet.
"[email protected]
May 3, 2020, 11:38 AM
Dear ***
this email is in regards to your itinerary *** //*** for flight billing and refund , as per your request we have put the refund request and as per the airlines policy the refund will take 4 to 8 weeks to reflect on your billing statement , you can also refer case number below if you have any queries you can refer this case in regards to your refunds
case number : ***
thankyou for choosing Expedia customer care supervisor team
john"I
Expedia.com Response
• Aug 21, 2020
August 21, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
RE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com allowing
us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr.
*** regarding a refund of his flight reservation.Our records indicate that on February 20, 2020 Mr. or
an authorized user of the Expedia account, self-booked a round
trip flight reservation for one traveler, under itinerary ***.
Travel was aboard *** Airlines, departing on May 23, 2020 from Ahmedabad,
India to Seattle, WA, United States returning from Houston, TX United States back
to Ahmedabad, India on November 22, 2020.
We understand Mr.
is requesting a refund for the full amount of his flight of 1,392.50.
On July 4, 2020 Mr.
called Expedia customer service in regards to his flight refund , Customer
service advised that we were in contact with the airline to process request.
Due to the Coronavirus outbreak, airlines are constantly
updating their policies, Also refunds also may be delayed due to the amount of
request *** is receiving daily.
Expedia initiated the refund request through *** Airlines again on August 21,2020, The time it takes for the refund to post to Mr. account
varies, depending on the time it takes the airline and her credit card company
to process refunds. Because the refund is coming directly from the merchants,
*** Airline, it can take up to 8 – 12 weeks.
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.
We purchased travel insurance through Expedia (AIG travel guard) Our flights were cancelled due to Covid 19 by the airline. Expedia refuses to reimburse us for the total amount of the travel insurance, even though the trip was cancelled through no fault of ours.
Expedia.com Response
• Aug 19, 2020
August 19,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com allowing
us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** regarding refund
of insurance on her itinerary.Our records reflect that on January 22,2020, Ms. *** or an authorized user of the Expedia account, self-booked a roundtrip flight reservation for two travelers, under
itinerary ***.
Travel was aboard *** Airlines, departing on May 2,2020,
from Fort Lauderdale, FL, *** States, to ***, Israel, returning May
11,2020.We understand Ms. *** is requesting a refund of
her Travel Protection Flight Protection Plan.
Travel Protection Flight Protection Plan is non- refundable,
Refunds are only issued if you cancel within 15 days of booking.
Travel Guard has
informed us that they are not allowing a refund under their policies. We hope you can understand that we, as an
intermediary, are bound by Travel Guard policies and their application of those
policies in this case. Accordingly, we
are unfortunately unable to accommodate Ms. *** Plan request. While we regret that Ms. *** 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.Ivette ***
Corporate Correspondence Team
Customer Response
• Aug 20, 2020
Complaint: ***
I am rejecting this response because:
Our flight was cancelled, by the airline, due to a national pandemic. Expedia states that the travel insurance is non-refundable because we did not cancel our trip within 15 days of booking. We did not cancel our trip period- again, it was cancelled by the airline. Why should we be held responsible to pay this fee? Expedia's response is unacceptable and Expedia or Travel Guard should issue a full refund in the total amount of $110.00.
Sincerely
Expedia.com Response
• Aug 25, 2020
August 25, 2020
Revdex.comAlaska, Oregon & Western Washington
Complaint DepartmentRE: Expedia Case #*** Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. *** #*** .We regret to hear Ms. did not accept our
response offered.We have reviewed the documentation Ms. provided to
further address her concerns.
Expedia serves as a third-party intermediary with our travel
providers, and we are subject to the rules and restrictions of those
providers. Here, Expedia is the travel
partner with whom Ms. made her reservation. The Travel Guard cancellation and change policy
to which Ms. agreed at the time of booking states:
You may cancel this insurance by giving the Company or the
agent written notice within the first to occur of the following: (a) 15 days
from the Effective Date of your insurance; or (b) your scheduled Departure
Date. If you do this, the Company will refund your premium paid provided no
insured has filed a claim under this Policy. After this 15 day period, the
premium is non-refundable
Travel Guard has informed us that they are not allowing a
refund under their policies. We hope you
can understand that we, as an intermediary, are bound by Travel Guard’s
policies and their application of those policies in this case. Accordingly, we are unfortunately unable to
accommodate Ms. request. While we regret that Ms. 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.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,
Ivette ***
Corporate Correspondence Team
Customer Response
• Aug 25, 2020
Complaint: ***
I am rejecting this response because:
I NEVER CANCELLED MY TRIP, THE AIRLINE DID DUE TO A NATIONAL PANDEMIC.
Hello, my friends and I purchased flights through Expedia for a trip in August. The flight was cancelled due to Covid-19 which is completely understandable. However, Expedia is refusing to refund us and advised us to contact the *** airline. When we try to contact the *** airline, they advised us we need to contact Expedia. My friends and I have spent over a month attempting to get our money back. We have waited on hold with Expedia for over 3 hours and get a run around. The flights have cost us each over $900 and we would like a resolution to this issue. We believe that since the flight was purchased through Expedia, they need to take responsibility and issue us a refund.
Expedia.com Response
• Aug 18, 2020
August 18, 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 appreciatethe Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought toour attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund or a future travel credit (FTC) with ***.
Our records indicate the February 5, 2020 - The customer, or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia's website, under itinerary ***. The booking included a round trip Fare with *** from New York, NY, to Cairo, Egypt, departing on April 20, 2020 and returning on April 28, 2020.
Upon review, May 22, 2020, the customer called in wanting to know if she was eligible for a refund due to COVID-19. Customer asked about the cancellation policy of ***. The agent advised need to wait for update from airline about refund and fees, customer okay.
Upon further review, on June 24, 2020 , Ms. contacted Expedia via chat. Ms. wanted to cancel with refund however ticket in exchange status. The agent advised Ms. to contact *** and Ms. request to escalate call.
On July 9, 2020, Ms. called Expedia and stated she already requested a refund for flight. The agent confirmed there was an airline schedule change on the return flight from NBO-CAI has been cancelled with no protection offered. The agent sent an email to the airline requesting a refund or a waiver code to process refund, Ms. was advised to call back after a few days. We received an email reply from airline advising email sent to wrong email address and provided correct one.
On July 11, 2020, an email was sent to the correct email address for waiver approval. On July 13, 2020, The airline replied and advised tickets have already been reissued however can submitted a refund request via another email address. The agent sent an email to *** refunds department to request a refund. On July 22, 2020, Expedia agent followed up on case as there was no reply back from the airline. 2nd email was sent to ***. On July 27, 2020, Ms. called in requesting to speak with corporate office as she still has not received a refund for flight. Tier 3 agent advised Ms. ticket is under airline control and therefore we have no control over refund process, Ms. okay.
Upon further review on August 4, 2020 Ms. called to check refund status Ms. states received email from airline that refund needs to be processed by Expedia. The agent advise Ms. ticket is still under airline control and will send another email to the airline. On August 6, 2020, a follow up email was sent to the airline on refund status. On August 7, 2020, an email reply from the airline advising need to send to refund email address. On August 8, 2020, an email was sent to customer advising to submit refund request via *** email address.
Please be advised based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund or FTC with ***. We have submitted a refund request on behalf of Ms. on *** website. If the refund is approved by the airline it can take up to 8 weeks and will be refunded back to the original form of payment. If you would like to follow up on the refund you can email *** at ***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you haveany further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Customer Response
• Aug 18, 2020
Complaint: ***
I am rejecting this response because: no one wants to take responsibility for our money. I want a refund
Last December 2019, we bought 4 round-trip tickets (9/12/20 to 09/20/20) through Expedia from Athens (Greece) to Myrina (Greece). Americans are not allowed to fly to Europe due to Covid-19. The airline website states clearly that if we bought the fly tickets through a 3rd party, the 3rd party is responsible for the reimbursement (***/). Expedia has been refusing to reimburse the cost of the tickets saying that "the airline has to reimburse us". The airline (***/***) provided us their policy information to prove Expedia that they are giving us incorrect information to avoid reimbursing us the fly tickets costs. Expedia knows that we are Americans, and that there is no way that we can be in Athens on August 12 to get this flight. We want the reimbursement of the costs of these tickets as we have no idea if one day we would be allowed to flight to Europe again.
Expedia.com Response
• Aug 23, 2020
August 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding her flight reservation. Our records indicate that on December 31, 2019, ***, or an
authorized user of the Expedia account, self-booked a round trip flight
reservation for four travelers, under itinerary ***. Travel was
aboard *** Airlines departing August 12, 2020 from Athens, Greece to
Myrina, Greece, returning August 20, 2020.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.On June 30, 2020, the customer called Expedia requesting to cancel
her upcoming flight reservation. *** Airlines
requires customers to contact them directly after booking the reservation,
Expedia is unable to service their reservations. Therefore the assisting agent
provided Mrs. with the airline
contact information for any flight modification requests.During the booking process of the reservation, Mrs.
*** agreed to Expedia’s
Terms of Use, which states the following: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.While we regret her experience was not as we would have
hoped, based on the information provided above, we are unable to provide any
refund on this matter. 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.Thank you, Gina B.Corporate Correspondence Team
On April 19th, I booked two *** Airline tickets on Expedia.com. The total amount of the two tickets is about 1000 dollars. At the moment I was planning to return to my home country on May 13th. But I had already finished my travel on another flight and returned to China on May 3rd. Thus, I did not need the two tickets on May 13th anymore. I tried to communicate with Expedia on cancellation of the tickets about a week before the flight on May 13th. However, my cancellation request was not confirmed by Expedia, so the *** Airline thought I missed the flight on May 13th rather than the tickets cancelled by Expedia. I called the Expedia many times to ask for the cancellation and full refund of the tickets. But every time they told me the same thing that the *** Airline has locked the tickets, so Expedia cannot do anything with it. Also, according to Expedia, it is *** Airline's policy that I need to pay a 200 dollars fee to open tickets and another 120 dollars fee to get the refund of the two tickets. Clearly, that was not my fault because I told Expedia to cancel my tickets a week before the flight. If Expedia cancelled the tickets for me before the flight, there would be no fees and Airline's lock. So after that, I directly sent an email to the *** Airline about the full refund of my tickets. The US *** team replied with a waiver code to remove the fees on the tickets, and told me to contact the Expedia to input the waiver code so I could get the full refund of the tickets. Then I sent the code to Expedia, but they stated that the full refund request was denied to Expedia by the Airline, and some "specialized department" will continue working on my request. It has been almost three months, and still Expedia is trying to be not responsible for my request at all. It is so hard to get an answer from Expedia for my full refund of the two tickets.
Expedia.com Response
• Aug 20, 2020
August 20, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight. Our records indicate that on April 19, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s website, under itinerary ***. A one way fare with *** Airlines, departing on May 13, 2020 from San Francisco, CA to Seoul, South Korea.We can confirm that on August, 12, 2020 a full refund in the amount of $1002,10 was initiated via the airline. The time it takes for the refund to post to Mr.’s account varies, depending on the time it takes the airline and his credit card company to process refunds. Because the refund is coming directly from the merchant, *** Airlines, it can take up to 8 weeks.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, Victor ***Corporate Correspondence Team
canceled my flight and I requested a refund from Expedia on May 4th. I received a confirmation email that stated I would receive my refund within 8 weeks.
"Thank you for contacting Expedia to cancel your reservation Itinerary xxxxxxxx. It is now cancelled, and {Airline} has initiated a refund of 755.75 USD. The funds may take up to 8 weeks to appear on your statement, depending on the airline and your financial institution."
I contacted Expedia in June and was told my refund was in process. I contacted them again in July and then was told they didn't process it until July 4th and it will take another 1-8 weeks. The airline refers me to Expedia to get my refund and Expedia says to contact the airline. I think waiting until September to receive funds is not unacceptable.
Expedia.com Response
• Aug 16, 2020
August 16, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a
flight reservation. We understand Mrs. is requesting a full refund due to the COVID-19.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for one traveler. Departure on
*** Airlines from Munich, Germany, to Sarajevo, Bosnia and Herzegovina on December 20, 2020.
When researching this matter we were able to verify that on July 4, 2020, a full refund was processed back to the
credit card ending in ***. 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.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When Mrs. purchased a reservation through Expedia, Expedia acts as the agent between the client and the
vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to
override those policies.
While we regret that Mrs.’s experience was not as we would have hoped, we have resolved the 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,Dez ***Corporate Correspondence Team
A group of my friends and I purchased our flights to Kenya for this August back in February. We received an email in June from Expedia stating that the flight was cancelled. We submitted a request then with Expedia as the communication came from them. Expedia then told us to reach out to ***. We were then circled back again to Expedia. Expedia claims that they've been reaching out to them for weeks via email regarding our refund requests. We've also waited countless hours on the hotline for Expedia to call ***. Today, we were on the phone with Expedia from 12:30PM until 6:30PM, spoke with 4 different reps. . We ultimately always get the response "they're not picking up" and "are only receiving request via email now".
Expedia has been giving us the same spiel since June. Today was our 5 or 6th attempt to get our refund. We're approaching August and still no resolution. Don't know who to trust or what else to do at this point. We just want our money back!
Expedia.com Response
• Aug 20, 2020
August 20, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
RE: Expedia Case # ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com allowing
us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** regarding her flight
reservation.Our records indicate that on February 4,2020, Ms., or
an authorized user of the Expedia account, self-booked a round trip flight
reservation for one traveler, under itinerary ***. Travel was aboard ***, departing August 20,2020 from New York, NY, United States to Nairobi,
Kenya returning August 29,2020.We understand Ms. is requesting a
refund for the full amount paid for her flight.
On July 28,2020 Ms. called Expedia Customer service in
regards to a refund of her flight , Expedia reached out to *** and we
were advised to reach out to them through email to request the opening of her
tickets which are in exchange status. We have sent them an email and we await
their response.
Expedia is a third-party intermediary with travel providers
such as hotels, car rentals, and airlines. *** is the merchant that
collected the funds. We must adhere to the policies dictated by the suppliers.
Any credit, refund or change is at the discretion of the travel provider.Due to the Coronavirus outbreak, airlines are constantly
updating their policies.
While we regret her experience was not as we would have
hoped, based on the information provided above, we are unable to provide any
refund update on this matter .We will be in contact with Ms. as soon as we
get information from ***. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Ivette ***Corporate Correspondence Team
Customer Response
• Aug 25, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. Myself and the rest of my group travelling visited the ***'s NYC office to find out what was going on from them directly as Expedia was unable to get in touch with them. Expedia noted one called however, I've made many calls since the end of june. I accept their response to the situation.
I am filing this complaint against Expedia for failure to refund my hotel reservation # *** (*** Hotel) after multiple attempts of a resolution. Due to COVID-19 and guidelines of the CDC, the city of Clayton Georgia was closing all services. The *** Hotel is within the limits of Clayton Georgia and, following the guidelines of the CDC, the hotel closed all amenities. I contacted the hotel to confirm that they were closing all amenities at the hotel. I told them that I needed to cancel the reservation. They told me to contact Expedia because I booked the hotel through Expedia. The hotel staff (***) assured me that they would not be charging Expedia for the cancellation due to COVID-19.
Following the contact with the hotel, I have attempted to contact Expedia three times via telephone and waited over 3 hours each time with no successful communication. Due to failed telephone attempts, I was forced to log-in to my Expedia account and cancelled the reservation online.
During my initial reservation, I purchased Hotel Booking Protection and I did this through Expedia’s online portal. I contacted the travel insurance company, AIG, through their online portal. AIG is claiming that Expedia has already refunded my hotel costs. This refund did not happen. I contacted Expedia and inquired about this refund that AIG has claimed to have occurred. My first successful communication with Expedia was through on-line chat on June 01, 2020. This chat concluded with Expedia stating that they would assign me a case number. However, the agent could not provide this case number. I waited another 18 days and contacted Expedia on June 18, 2020. This on-line chat concluded with Expedia stating that they needed to contact the hotel and that I was eligible for compensation. Again, I requested the case number which is ***. I was told that I would receive an email within 4 weeks from the Expedia Customer Service Team assigned to my case. Consequently, I have waited over 5 weeks and there is still no email but a continuance of deceptive delay practices and no decisions by the customer service team. I have many consumer protections that I will begin to utilize if this is not remedied quickly. It has been 4 months since the onset and this issue should have been resolved already.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation to stay at the *** Resort for March 20-22, 2020 with a change or cancel policy that states:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We do show that the booking was canceled as of March 19, 2020.
We show no information regarding being contacted by AIG regarding an insurance claim and would not have advised them that a credit had been provided to our customer. Regardless, any decision regarding an insurance claim would be from AIG and not from Expedia.
We have researched the contact history and noted no previous authorization for a refund had been provided by the *** Resort.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
We have reached out to the *** Resort and they have authorized a full refund for the room charge and a credit for $209.36 has been issued at this time. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
We are unable to issue a refund of the $9.00 charge for the travel insurance purchased.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Customer Response
• Aug 07, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On March 22nd to March 29th I booked *** for a conference that I was going to. The hotel took half of its money when I booked through Expedia. It said the money was not returnable. Because of COVID I cancelled my reservations a week before the 22nd because the conference was cancelled and my work and state prohibited flying to any place. The hotel proved very difficult to contact because they do not have a website and have no phone number and according to Expedia they do not respond to their phone calls. I understand the non refund policy but those are extenuating circumstances and I had nothing to do with the cancellation.
I have been trying to get reimbursed since March and Expedia has been giving me the lame excuse that *** has not been responding to their phone calls. It’s a very shady business as they have no website and no advertised phone number. It is the end of July and I think that five months is way to much time to return my deposit. Please help.
Expedia.com Response
• Aug 08, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation to stay at *** for March 22-29, 2020 with a change or cancel policy that states for each room:Room cancellations made before 6:00 PM local hotel time, March 15, 2020, will be charged 50% of the deposit amount.Room cancellations made after 6:00 PM local hotel time, March 15, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.
The booking was made as a Hotel Collect booking and the *** is the billing party rather than Expedia.
Our records indicate the booking as left active rather than being canceled. As a result, the property marked the reservation as a no-show.
We confirm that the *** is no longer listed with Expedia and we have received no response from the hotel to any of our requests.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
As we are not able to contact the *** on our customer's behalf we have made the decision to reimburse them for the charge made by the ***.
We will be contacting our customer by email as we will require a copy of the bank detail showing the charge to provide an accurate credit.
Once the documentation of the charge is received we will notify our customer directly when the credit has been processed and provide the time frame for posting.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Customer Response
• Aug 08, 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. However, I do want the Revdex.com to leave the case open until it has been settled satisfactorily, I.e. until I have been refunded the money and it shows on my account. I have been requesting this since March and Expedia has been ignoring me since then. I also want to correct the fact that I did cancel 15 days ahead, due to the Covid restrictions on travel like everybody else who had to quarantine. Thank you for helping me reach a resolution with Expedia.
DO NOT book with Expedia for ANYTHING! Due to covid the airline canceled my flight and my destination country closed for more than 2 months. I started the refund process back in the middle of April and have provided all documentation asked for by Expedia. Here it is going on 4 months since I started the refund process and today they replied to my email asking for more documentation. I have gotten the run around since this started. They're even refusing the refund of my travel insurance saying its not theirs it's a third party insurance carrier and I only had 2 weeks after Ibooked to cancel!?. But Expedia was the one who took my money for everything included in the trip. My case was passed on to a high tier customer service representatives so they said. I did notice every email I receive and everyone I talk to is a different person every time.. just think about that! Nothing is going to be solved waiting for Expedia. Its time..
I have no choice but to take them to court now
I’ve used Expedia 30x & have been a Gold level member for over a decade. Have spent $100,000 with them over the years
Last month I booked a package to Jamaica but they flew me into Kingston by mistake so I had to take a 3-hour, $250 taxi across the island
I asked them to switch my flight back to the correct airport in *** & they said *** wouldn’t allow a change, even though I told them bc of Covid this policy was waived. So I had to call them myself and waste more of my vacation. *** gave me back $14.50 meaning that the flight was open & Expedia should have flown me into *** to begin with & my taxi to my resort that was part of a package I booked together with Expedia would have been 5 minutes & $10
I called Expedia & they refused to give me any compensation, not even travel credits, saying I should have checked the trip details myself. This is total BS because when you book a hotel + air package w an agent, it’s their job to fly you into the correct airport, that’s why you hire an agent, & why they deserve a commission
CROOKS! AND WORST CUSTOMER SERVICE EVER.
Months of aggravation and hour upon hour spent wasting my time over simple travel changes, that a direct airline was able to help me with in a matter of 10 minutes.
I wish I could leave zero or negative stars.
Never again will I trust Expedia with any of my travel.
I purchased travel insurance from Expedia in Jan 2020. My trip was for May 1-9 to Fort Meyers, FL. Since purchasing the trip and insurance, the Covid 19 virus came to USA. I am 70 years old, not able to travel during the dates scheduled due to the virus. I waited until about 2 weeks before the trip and finally knew I couldn't go. I filed a claim. To this date, I have not received a refund. I have received numerous emails requesting all types of proof that I was scheduled for this trip, paid for the trip, etc. etc. It is now almost August. How much longer do I have to wait? As a Senior citizen on a fixed income, receiving the refund is a financial need. I have no idea when I will ever be able to travel again.
I purchased an airline ticket from Seoul to *** for March 14th 2020 (Itinerary # ***, Ticket #
***). The airline carrier was *** Airlines. On this flight, I purchased Flight Protection insurance through Expedia. When the airline canceled my flight due to COVID 19. I filed my claim through Expedia in order to get a refund. Expedia agreed to refund my money in 8 weeks. However, they have not done so and it is now July. When I called Expedia again, they explained that they could not give me a refund, regardless of my travel protection insurance that I paid for through Expedia.
Expedia.com Response
• Aug 17, 2020
August 17, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on September 7, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A one way fare with *** Airlines departing on March 14, 2020 from Seoul, Korea to Hanoi Vietnam. This included a Travel Protection Flight Protection Plan.On April 10, 2020, Mr. contacted Expedia regarding his cancelled flight to request a refund. We contacted *** Airlines to advocate on Mr.’s behalf, regarding the refund request. We can confirm that on August 17, 2020, we processed a refund in the amount of $185.20. The time it takes for the refund to post to Mr.’s account varies, depending on the time it takes his credit card company to process refunds.As for the insurance, the terms and conditions for the Travel Protection Flight Protection Plan states it is non-refundable after 15 days from the date of the booking. This information was emailed to Mr. when the itinerary was purchased. 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. Thank you, Victor ***Corporate Correspondence Team
Customer Response
• Aug 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I checked my account and the money has been properly credited. I would like to extend my appreciation for your timely response in regards to my complaint.
Expedia refuses to refund 2000 for El Salvador trip made several weeks before Covic. Airline tickets purchased w Expedia with *** and Airline cancelled all flights to El
salvador w no end date. Grandma passed away from Covic in El Salvador during this time frame
Expedia.com Response
• Aug 16, 2020
August 16, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation.Our records indicate that on February 29, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight for four passengers on Expedia’s mobile site, under itinerary ***. A Roundtrip fare with *** from San Francisco, CA departing on July 17, 2020 and returning from San Salvador, El Salvador on August 2, 2020.On June 14, 2020, Mr., cancelled his flight using the self-service cancellation feature on the website.On June 21, 2020, Mr. contacted Expedia and requested a refund for his cancelled flight. We contacted Mr. on June 22, 2020 and advised that *** policy states the travelers will receive airline credits and *** will waive the change fee.On August 15, 2020, Mr. contacted Expedia to change his flight. An Expedia agent changed the flights to depart on November 4, 2020 from San Francisco, CA, to Santo Domingo, Dominican Republic, returning on November 18, 2020.We understand that Mr.’s issue has been resolved. 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. Thank you, Victor ***Corporate Correspondence Team
Customer Response
• Aug 17, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 02/12/2020, before COVID-19 was declared a pandemic, I booked a hotel stay in Venice, Italy for two nights. The booking was for June 1 through June 3, 2020 at ***, Venice. As advertised, I pur***d the room with included hotel services and amenities such as buffet breakfast, concierge services, dry cleaning, room service, maid services, etc… Soon after COVID-19 hit, travel restrictions to Italy and the European Union were instituted. My flight, which I also booked through Expedia was canceled and I received a voucher for that booking. I reached out to Expedia several times regarding the hotel booking and was repeatedly told that it was a non-refundable booking and I would not receive any reimbursement. *** posted on their website that they had suspended hotel service from May 18, 2020 through June 3, 2020. At that point the hotel had breached their contract. The hotel admitted that they would not be providing the services that they had advertised when I made the $538.34 pur***. I reached out to the hotel about a refund or credit, to which they directed me to contact Expedia because the room was booked through them. The hotel did say that a voucher or credit would be provided. I reached out to Expedia again and was not offered a reimbursement. I disputed the credit card charge with *** Bank NA and provided the company with all the information regarding my situation. The credit card company investigated the dispute which ultimately resulted in denial of my claim. Expedia falsified information to *** by explaining that they had no records of me reaching out to Expedia, even though I reached out on multiple occasions. Fortunately, I had taken screenshots of the Live Chat between myself and the Expedia customer service team. Expedia falsely accused me of not trying to cancel the hotel room to receive a reimbursement. I tried to appeal *** decision to no avail. *** refused to provide any further help in my case. Ultimately, although the booking was deemed “non-refundable”, the hotel had canceled on me. The actions taken by the hotel is in breach of the contract that was agreed upon at the time of my pur***. I do not believe it is fair or legal to advertise certain services, collect a non-refundable payment, refuse or cancel the services before they are provided to me, and then refuse to provide a refund, credit or voucher.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** June 1-3, 2020 with a change or cancel policy that states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
On May 28, 2020, the customer reached out via chat to request cancellation on the reservation. During the chat session, customer care advised that any cancellation would result in receiving a voucher for future use with the hotel.
It is noted that the customer went idle and no was no longer responding and the chat session was terminated with no action taken on the booking.
We do not find any later contact with Expedia regarding the booking for *** prior to June 1, 2020 and the booking was active as of the check-in date.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
As the booking was left active, we have reached out to *** to request if a waiver for the charge may be provided.
Unfortunately, we were unable to obtain approval for a refund from the property. As the hotel has billed in full and the reservation wasn't cancelled, we are unable to offer a refund or future travel voucher for this reservation.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because: Expedia has failed to provide a resolution to my issue. Expedia
made fraudulent claims to the credit card company saying that I never reached
out to cancel and obtain reimbursement. I have attached the form that ***
Bank has provided, which contains Expedia’s fraudulent claims. Expedia also
told the bank that had the hotel been cancelled, I would not receive a refund. This
contradicts everything that Expedia has said in the Revdex.com response. In their
response on Revdex.com Expedia now mentions that I did reach out to them and that I
would have received a voucher. However, now I have requested a voucher through
Revdex.com and Expedia to give me a voucher. Expedia made fraudulent claims to a bank
and is refusing to provide just compensation therefore I am rejecting this
response.
I booked a flight and hotel through Expedia to Maui, for late October 2020. As the pandemic has progressed over time, I have waited to cancel in hopes that restrictions would be lifted and circumstances would be more normal. Restrictions in Hawaii have been extended continually. I went on *** Airlines website to cancel my flight before their July 31st- which is their deadline for changes or cancellations without any charge. Since this was booked through a third party- Expedia, they were unable to cancel the booking. I reached out to Expedia, and they were only willing to credit the flight, which travel must be completed by March 13th 2021. With how this year has progressed, and the timeline provided- I do not foresee myself making any type of travel plans within that timeline. I was told by the representative to wait until closer to the departure date to cancel and see what my options are- but I'm afraid that the airlines may not provide refunds after the July 31st deadline. If the airlines is providing their customers who booked directly through their agency, shouldn't the third party agency provide that same policy?
Expedia.com Response
• Aug 16, 2020
August 16, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Ms. (Revdex.com case number ***) regarding her flight reservation. We understand Ms. is requesting a refund for her flight with ***.Our records indicate that on March 14, 2020, Ms., or an authorized user of the Expedia account, self-booked a package for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with *** departing from Orange County, CA on 29 October 2020, and returning from Kahului, HI on November 1, 2020. A non-smoking Studio Resort View at *** Resort & Spa in Lahaina, HI from October 29, 2020 to November 1, 2020. A roundtrip shared shuttle for Hotels in ***.Upon review, on July 22, 2020, Ms. contacted Expedia to cancel the package. An Expedia agent advised Ms. she is eligible for an airline credit but not for a refund. The hotel and the activity were cancelled and fully refunded. The flight is still active as Ms. asked not to cancel it for the moment. Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider.*** has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations. Thus, Expedia has offered Ms. a flight credit with ***. *** is waiving the change fees but fare difference may apply.During the booking process of the reservation, Ms. agreed to Expedia’s Terms of Use, which states the following: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 authorityWe understand that Ms. is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.As of August 15, 2020, we show Ms.’s flights are still active. If Ms. would like to cancel her reservation, she can contact 1-800-397-3342 or she can cancel the flights using the self-service cancellation feature on the website. While we regret her experience was not as we would have hoped, based on the information provided above, we are unable to provide any refund on this matter. 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.Thank you, Victor ***Corporate Correspondence Team
On January 25,2020, I purchased a travel package from Expedia.com for a total of $1370.92 (ITINERARY # ***) to travel to Canada. Due to Covid-19 concerns, on May 6,2020 I sent cancelation notifications to all elements(companies) in the travel plan. As of today, only WestJet Air has sent me a partial refund on May 21,2020 for $432.96. They did not return a $59 seat upgrade fee I paid.
No refunds from the *** Suites Hotel for $542.96 or the *** Flight tickets of $388.50 has yet been credited to my card.
I ordered these services in good faith.
Expedia.com Response
• Aug 20, 2020
August 20, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his package reservation. Our records indicate that on January 25, 2020, Mr., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s website, under itinerary ***. A one way fare with WestJet, departing on June 21, 2020 from Houston, TX to Calgary, AB, Canada. A one way fare with ***, departing on June 25, 2020 from Calgary, AB, Canada to Houston, TX. A superior suite, 1 bedroom, river view non-smoking at *** Suites – *** in Calgary, AB. This included a Travel Protection Package Protection Plan.On May 6, 2020, Mr. cancelled his package using the self-service cancellation feature on the website. We can confirm a refund was issued for the hotel on May 6, 2020, by Expedia, and was deposited to the customer's financial institution. We ask that he reach out to his bank to follow up on its status.For the flight reservation, *** Air Lines was the operating carrier on this itinerary. *** Air Lines has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations without paying a change fee. Thus, Expedia has provided Mr. a flight credit with *** Air Lines. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following: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.As for the fee collected for the seats, we ask that Mr. communicates directly with WestJet in order to reach a resolution. The fee was collected by the airline (WestJet), and Mr. will have to request the refund directly through them.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. Thank you, Victor ***Corporate Correspondence Team
Booked with Expedia however they stated I was getting a full refund in the next 5/10 business days but instead got an email stating that a voucher was issued. *** Airlines cancelled our travel for July 29 2020. We are entitled a refund in compliance with USDOT requirements, but they refuse to comply. They only offer a Voucher, which is not acceptable nor is it legal. I would like a full refund for the flight that was which cancelled. I've called several time. getting the run around *** states call expedia, expedia states call them directly.
Expedia.com Response
• Aug 16, 2020
August 16, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Ms. (Revdex.com case number ***) regarding her flight reservation.Our records indicate that on June 16, 2020, Ms. Fortin, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s Website, under itinerary ***. A one way fare with *** International-***. departing on July 29, 2020 from Boston MA, to Porto, Portugal.On July 14, 2020, Ms. contacted Expedia to cancel her flight. We contacted *** International-***. to advocate on Ms. behalf, regarding the refund request. *** International-***. informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. We can confirm that on August 16, 2020, we processed a refund in the amount of $712.20. The time it takes for the refund to post to Ms. account varies, depending on the time it takes her credit card company to process refunds.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. Thank you, Victor ***Corporate Correspondence Team
My fiancé and I booked a room at captains quarters motel, we booked a refundable room and we tried to cancel and Expedia won’t give us our $135.71 back. Their customer service is awful and refuse to refund us when we literally booked a refundable vacation. It was booked starting August 31 so we cancel well ahead of time. We want a refund for the one night we were charged, this is not fair that you have an option to pay more for a refundable room then refuse to give us our money back. We will never book with Expedia again.
Dear Revdex.com,It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at the *** Resort for August 31 through September 04, 2020 with a change or cancel policy that states:Room cancellations made before 6:00 PM local hotel time, August 24, 2020, will be charged for 1 night(s).Room cancellations made after 6:00 PM local hotel time, August 24, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.The booking was made as a Hotel Collect booking and the *** Resort is the billing party and not Hotels.comWe also show that the property notes the following regarding payment: Payment timing:You will be charged deposits by the property based on the following schedule. Any remaining amount will be due upon arrival:First night plus tax (after booking)We can confirm that this information was provided when making the reservation and was agreed to by the completion of the booking process.We have reached out to the hotel and they have advised that they are adhering to the terms agreed to when booking.Conclusion/Resolution:We do apologize to our customer for any inconvenience or frustration that this situation may have caused.We do confirm that the information regarding the charges and cancellation terms for this booking were provided prior to completing the booking process.As the terms and conditions do note that a non-refundable deposit for the 1st night plus tax is taken at the time of booking by the *** Resort, no refund for that amount will be issued if the booking is cancelled.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Best Regards,The Hotels.com Team
I booked round trip flight tickets to seattle - *** with itinerary number *** on Feb 19 2020. I paid $1,392.50 for the tickets from my credit card. Due to COVID-19, Airline canceled that flight. I called the *** airline regarding the refund. they confirmed that airline has not charged anything to me. and charged for the tickets on my credit card is ONLY from Expedia. I called expedia on multiple times for refund but I didnt get proper response. finally I was able to connect to Expedia supervisor "John" on May 3rd. and he said he submitted request for issuing a full refund for my tickets. I also got confirmation email from Expedia regarding that conversation and refund. I am attached that email here. But I havent received any refund yet. I called expedia again. But I was told to check back again after 30 days. I still havent received any refund yet.
"[email protected]
May 3, 2020, 11:38 AM
Dear ***
this email is in regards to your itinerary *** //*** for flight billing and refund , as per your request we have put the refund request and as per the airlines policy the refund will take 4 to 8 weeks to reflect on your billing statement , you can also refer case number below if you have any queries you can refer this case in regards to your refunds
case number : ***
thankyou for choosing Expedia customer care supervisor team
john"I
August 21, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
RE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com allowing
us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr.
*** regarding a refund of his flight reservation.Our records indicate that on February 20, 2020 Mr. or
an authorized user of the Expedia account, self-booked a round
trip flight reservation for one traveler, under itinerary ***.
Travel was aboard *** Airlines, departing on May 23, 2020 from Ahmedabad,
India to Seattle, WA, United States returning from Houston, TX United States back
to Ahmedabad, India on November 22, 2020.
We understand Mr.
is requesting a refund for the full amount of his flight of 1,392.50.
On July 4, 2020 Mr.
called Expedia customer service in regards to his flight refund , Customer
service advised that we were in contact with the airline to process request.
Due to the Coronavirus outbreak, airlines are constantly
updating their policies, Also refunds also may be delayed due to the amount of
request *** is receiving daily.
Expedia initiated the refund request through *** Airlines again on August 21,2020, The time it takes for the refund to post to Mr. account
varies, depending on the time it takes the airline and her credit card company
to process refunds. Because the refund is coming directly from the merchants,
*** Airline, it can take up to 8 – 12 weeks.
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,
Ivette ***
Corporate Correspondence Team
We purchased travel insurance through Expedia (AIG travel guard) Our flights were cancelled due to Covid 19 by the airline. Expedia refuses to reimburse us for the total amount of the travel insurance, even though the trip was cancelled through no fault of ours.
August 19,2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com allowing
us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** regarding refund
of insurance on her itinerary.Our records reflect that on January 22,2020, Ms. *** or an authorized user of the Expedia account, self-booked a roundtrip flight reservation for two travelers, under
itinerary ***.
Travel was aboard *** Airlines, departing on May 2,2020,
from Fort Lauderdale, FL, *** States, to ***, Israel, returning May
11,2020.We understand Ms. *** is requesting a refund of
her Travel Protection Flight Protection Plan.
Travel Protection Flight Protection Plan is non- refundable,
Refunds are only issued if you cancel within 15 days of booking.
Travel Guard has
informed us that they are not allowing a refund under their policies. We hope you can understand that we, as an
intermediary, are bound by Travel Guard policies and their application of those
policies in this case. Accordingly, we
are unfortunately unable to accommodate Ms. *** Plan request. While we regret that Ms. *** 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.Ivette ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Our flight was cancelled, by the airline, due to a national pandemic. Expedia states that the travel insurance is non-refundable because we did not cancel our trip within 15 days of booking. We did not cancel our trip period- again, it was cancelled by the airline. Why should we be held responsible to pay this fee? Expedia's response is unacceptable and Expedia or Travel Guard should issue a full refund in the total amount of $110.00.
Sincerely
August 25, 2020
Revdex.comAlaska, Oregon & Western Washington
Complaint DepartmentRE: Expedia Case #*** Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. *** #*** .We regret to hear Ms. did not accept our
response offered.We have reviewed the documentation Ms. provided to
further address her concerns.
Expedia serves as a third-party intermediary with our travel
providers, and we are subject to the rules and restrictions of those
providers. Here, Expedia is the travel
partner with whom Ms. made her reservation. The Travel Guard cancellation and change policy
to which Ms. agreed at the time of booking states:
You may cancel this insurance by giving the Company or the
agent written notice within the first to occur of the following: (a) 15 days
from the Effective Date of your insurance; or (b) your scheduled Departure
Date. If you do this, the Company will refund your premium paid provided no
insured has filed a claim under this Policy. After this 15 day period, the
premium is non-refundable
Travel Guard has informed us that they are not allowing a
refund under their policies. We hope you
can understand that we, as an intermediary, are bound by Travel Guard’s
policies and their application of those policies in this case. Accordingly, we are unfortunately unable to
accommodate Ms. request. While we regret that Ms. 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.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,
Ivette ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I NEVER CANCELLED MY TRIP, THE AIRLINE DID DUE TO A NATIONAL PANDEMIC.
Sincerely
Hello, my friends and I purchased flights through Expedia for a trip in August. The flight was cancelled due to Covid-19 which is completely understandable. However, Expedia is refusing to refund us and advised us to contact the *** airline. When we try to contact the *** airline, they advised us we need to contact Expedia. My friends and I have spent over a month attempting to get our money back. We have waited on hold with Expedia for over 3 hours and get a run around. The flights have cost us each over $900 and we would like a resolution to this issue. We believe that since the flight was purchased through Expedia, they need to take responsibility and issue us a refund.
August 18, 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 appreciatethe Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought toour attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her flight reservation. We understand the customer is requesting a refund or a future travel credit (FTC) with ***.
Our records indicate the February 5, 2020 - The customer, or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia's website, under itinerary ***. The booking included a round trip Fare with *** from New York, NY, to Cairo, Egypt, departing on April 20, 2020 and returning on April 28, 2020.
Upon review, May 22, 2020, the customer called in wanting to know if she was eligible for a refund due to COVID-19. Customer asked about the cancellation policy of ***. The agent advised need to wait for update from airline about refund and fees, customer okay.
Upon further review, on June 24, 2020 , Ms. contacted Expedia via chat. Ms. wanted to cancel with refund however ticket in exchange status. The agent advised Ms. to contact *** and Ms. request to escalate call.
On July 9, 2020, Ms. called Expedia and stated she already requested a refund for flight. The agent confirmed there was an airline schedule change on the return flight from NBO-CAI has been cancelled with no protection offered. The agent sent an email to the airline requesting a refund or a waiver code to process refund, Ms. was advised to call back after a few days. We received an email reply from airline advising email sent to wrong email address and provided correct one.
On July 11, 2020, an email was sent to the correct email address for waiver approval. On July 13, 2020, The airline replied and advised tickets have already been reissued however can submitted a refund request via another email address. The agent sent an email to *** refunds department to request a refund. On July 22, 2020, Expedia agent followed up on case as there was no reply back from the airline. 2nd email was sent to ***. On July 27, 2020, Ms. called in requesting to speak with corporate office as she still has not received a refund for flight. Tier 3 agent advised Ms. ticket is under airline control and therefore we have no control over refund process, Ms. okay.
Upon further review on August 4, 2020 Ms. called to check refund status Ms. states received email from airline that refund needs to be processed by Expedia. The agent advise Ms. ticket is still under airline control and will send another email to the airline. On August 6, 2020, a follow up email was sent to the airline on refund status. On August 7, 2020, an email reply from the airline advising need to send to refund email address. On August 8, 2020, an email was sent to customer advising to submit refund request via *** email address.
Please be advised based on the airline’s policy and the flight’s fare rules, we are unable to honor the customer’s request for a refund or FTC with ***. We have submitted a refund request on behalf of Ms. on *** website. If the refund is approved by the airline it can take up to 8 weeks and will be refunded back to the original form of payment. If you would like to follow up on the refund you can email *** at ***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you haveany further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Monica ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: no one wants to take responsibility for our money. I want a refund
Sincerely
Last December 2019, we bought 4 round-trip tickets (9/12/20 to 09/20/20) through Expedia from Athens (Greece) to Myrina (Greece). Americans are not allowed to fly to Europe due to Covid-19. The airline website states clearly that if we bought the fly tickets through a 3rd party, the 3rd party is responsible for the reimbursement (***/). Expedia has been refusing to reimburse the cost of the tickets saying that "the airline has to reimburse us". The airline (***/***) provided us their policy information to prove Expedia that they are giving us incorrect information to avoid reimbursing us the fly tickets costs. Expedia knows that we are Americans, and that there is no way that we can be in Athens on August 12 to get this flight. We want the reimbursement of the costs of these tickets as we have no idea if one day we would be allowed to flight to Europe again.
August 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding her flight reservation. Our records indicate that on December 31, 2019, ***, or an
authorized user of the Expedia account, self-booked a round trip flight
reservation for four travelers, under itinerary ***. Travel was
aboard *** Airlines departing August 12, 2020 from Athens, Greece to
Myrina, Greece, returning August 20, 2020.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.On June 30, 2020, the customer called Expedia requesting to cancel
her upcoming flight reservation. *** Airlines
requires customers to contact them directly after booking the reservation,
Expedia is unable to service their reservations. Therefore the assisting agent
provided Mrs. with the airline
contact information for any flight modification requests.During the booking process of the reservation, Mrs.
*** agreed to Expedia’s
Terms of Use, which states the following: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.While we regret her experience was not as we would have
hoped, based on the information provided above, we are unable to provide any
refund on this matter. 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.Thank you, Gina B.Corporate Correspondence Team
On April 19th, I booked two *** Airline tickets on Expedia.com. The total amount of the two tickets is about 1000 dollars. At the moment I was planning to return to my home country on May 13th. But I had already finished my travel on another flight and returned to China on May 3rd. Thus, I did not need the two tickets on May 13th anymore. I tried to communicate with Expedia on cancellation of the tickets about a week before the flight on May 13th. However, my cancellation request was not confirmed by Expedia, so the *** Airline thought I missed the flight on May 13th rather than the tickets cancelled by Expedia. I called the Expedia many times to ask for the cancellation and full refund of the tickets. But every time they told me the same thing that the *** Airline has locked the tickets, so Expedia cannot do anything with it. Also, according to Expedia, it is *** Airline's policy that I need to pay a 200 dollars fee to open tickets and another 120 dollars fee to get the refund of the two tickets. Clearly, that was not my fault because I told Expedia to cancel my tickets a week before the flight. If Expedia cancelled the tickets for me before the flight, there would be no fees and Airline's lock. So after that, I directly sent an email to the *** Airline about the full refund of my tickets. The US *** team replied with a waiver code to remove the fees on the tickets, and told me to contact the Expedia to input the waiver code so I could get the full refund of the tickets. Then I sent the code to Expedia, but they stated that the full refund request was denied to Expedia by the Airline, and some "specialized department" will continue working on my request. It has been almost three months, and still Expedia is trying to be not responsible for my request at all. It is so hard to get an answer from Expedia for my full refund of the two tickets.
August 20, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight. Our records indicate that on April 19, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s website, under itinerary ***. A one way fare with *** Airlines, departing on May 13, 2020 from San Francisco, CA to Seoul, South Korea.We can confirm that on August, 12, 2020 a full refund in the amount of $1002,10 was initiated via the airline. The time it takes for the refund to post to Mr.’s account varies, depending on the time it takes the airline and his credit card company to process refunds. Because the refund is coming directly from the merchant, *** Airlines, it can take up to 8 weeks.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, Victor ***Corporate Correspondence Team
canceled my flight and I requested a refund from Expedia on May 4th. I received a confirmation email that stated I would receive my refund within 8 weeks.
"Thank you for contacting Expedia to cancel your reservation Itinerary xxxxxxxx. It is now cancelled, and {Airline} has initiated a refund of 755.75 USD. The funds may take up to 8 weeks to appear on your statement, depending on the airline and your financial institution."
I contacted Expedia in June and was told my refund was in process. I contacted them again in July and then was told they didn't process it until July 4th and it will take another 1-8 weeks. The airline refers me to Expedia to get my refund and Expedia says to contact the airline. I think waiting until September to receive funds is not unacceptable.
August 16, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a
flight reservation. We understand Mrs. is requesting a full refund due to the COVID-19.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for one traveler. Departure on
*** Airlines from Munich, Germany, to Sarajevo, Bosnia and Herzegovina on December 20, 2020.
When researching this matter we were able to verify that on July 4, 2020, a full refund was processed back to the
credit card ending in ***. 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.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels.
When Mrs. purchased a reservation through Expedia, Expedia acts as the agent between the client and the
vendor. The vendor provides the rules and restrictions of the reservation and we have no authority to circumvent or to
override those policies.
While we regret that Mrs.’s experience was not as we would have hoped, we have resolved the 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,Dez ***Corporate Correspondence Team
A group of my friends and I purchased our flights to Kenya for this August back in February. We received an email in June from Expedia stating that the flight was cancelled. We submitted a request then with Expedia as the communication came from them. Expedia then told us to reach out to ***. We were then circled back again to Expedia. Expedia claims that they've been reaching out to them for weeks via email regarding our refund requests. We've also waited countless hours on the hotline for Expedia to call ***. Today, we were on the phone with Expedia from 12:30PM until 6:30PM, spoke with 4 different reps. . We ultimately always get the response "they're not picking up" and "are only receiving request via email now".
Expedia has been giving us the same spiel since June. Today was our 5 or 6th attempt to get our refund. We're approaching August and still no resolution. Don't know who to trust or what else to do at this point. We just want our money back!
August 20, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
RE: Expedia Case # ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com allowing
us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** regarding her flight
reservation.Our records indicate that on February 4,2020, Ms., or
an authorized user of the Expedia account, self-booked a round trip flight
reservation for one traveler, under itinerary ***. Travel was aboard ***, departing August 20,2020 from New York, NY, United States to Nairobi,
Kenya returning August 29,2020.We understand Ms. is requesting a
refund for the full amount paid for her flight.
On July 28,2020 Ms. called Expedia Customer service in
regards to a refund of her flight , Expedia reached out to *** and we
were advised to reach out to them through email to request the opening of her
tickets which are in exchange status. We have sent them an email and we await
their response.
Expedia is a third-party intermediary with travel providers
such as hotels, car rentals, and airlines. *** is the merchant that
collected the funds. We must adhere to the policies dictated by the suppliers.
Any credit, refund or change is at the discretion of the travel provider.Due to the Coronavirus outbreak, airlines are constantly
updating their policies.
While we regret her experience was not as we would have
hoped, based on the information provided above, we are unable to provide any
refund update on this matter .We will be in contact with Ms. as soon as we
get information from ***. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Ivette ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. Myself and the rest of my group travelling visited the ***'s NYC office to find out what was going on from them directly as Expedia was unable to get in touch with them. Expedia noted one called however, I've made many calls since the end of june. I accept their response to the situation.
Sincerely
I am filing this complaint against Expedia for failure to refund my hotel reservation # *** (*** Hotel) after multiple attempts of a resolution. Due to COVID-19 and guidelines of the CDC, the city of Clayton Georgia was closing all services. The *** Hotel is within the limits of Clayton Georgia and, following the guidelines of the CDC, the hotel closed all amenities. I contacted the hotel to confirm that they were closing all amenities at the hotel. I told them that I needed to cancel the reservation. They told me to contact Expedia because I booked the hotel through Expedia. The hotel staff (***) assured me that they would not be charging Expedia for the cancellation due to COVID-19.
Following the contact with the hotel, I have attempted to contact Expedia three times via telephone and waited over 3 hours each time with no successful communication. Due to failed telephone attempts, I was forced to log-in to my Expedia account and cancelled the reservation online.
During my initial reservation, I purchased Hotel Booking Protection and I did this through Expedia’s online portal. I contacted the travel insurance company, AIG, through their online portal. AIG is claiming that Expedia has already refunded my hotel costs. This refund did not happen. I contacted Expedia and inquired about this refund that AIG has claimed to have occurred. My first successful communication with Expedia was through on-line chat on June 01, 2020. This chat concluded with Expedia stating that they would assign me a case number. However, the agent could not provide this case number. I waited another 18 days and contacted Expedia on June 18, 2020. This on-line chat concluded with Expedia stating that they needed to contact the hotel and that I was eligible for compensation. Again, I requested the case number which is ***. I was told that I would receive an email within 4 weeks from the Expedia Customer Service Team assigned to my case. Consequently, I have waited over 5 weeks and there is still no email but a continuance of deceptive delay practices and no decisions by the customer service team. I have many consumer protections that I will begin to utilize if this is not remedied quickly. It has been 4 months since the onset and this issue should have been resolved already.
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:
We can confirm our customer made a reservation to stay at the *** Resort for March 20-22, 2020 with a change or cancel policy that states:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We do show that the booking was canceled as of March 19, 2020.
We show no information regarding being contacted by AIG regarding an insurance claim and would not have advised them that a credit had been provided to our customer. Regardless, any decision regarding an insurance claim would be from AIG and not from Expedia.
We have researched the contact history and noted no previous authorization for a refund had been provided by the *** Resort.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
We have reached out to the *** Resort and they have authorized a full refund for the room charge and a credit for $209.36 has been issued at this time. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
We are unable to issue a refund of the $9.00 charge for the travel insurance purchased.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On March 22nd to March 29th I booked *** for a conference that I was going to. The hotel took half of its money when I booked through Expedia. It said the money was not returnable. Because of COVID I cancelled my reservations a week before the 22nd because the conference was cancelled and my work and state prohibited flying to any place. The hotel proved very difficult to contact because they do not have a website and have no phone number and according to Expedia they do not respond to their phone calls. I understand the non refund policy but those are extenuating circumstances and I had nothing to do with the cancellation.
I have been trying to get reimbursed since March and Expedia has been giving me the lame excuse that *** has not been responding to their phone calls. It’s a very shady business as they have no website and no advertised phone number. It is the end of July and I think that five months is way to much time to return my deposit. Please help.
Dear Revdex.com,
It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation to stay at *** for March 22-29, 2020 with a change or cancel policy that states for each room:Room cancellations made before 6:00 PM local hotel time, March 15, 2020, will be charged 50% of the deposit amount.Room cancellations made after 6:00 PM local hotel time, March 15, 2020, will not be refunded the deposit amount. Room cancellations made after check-in will be charged for the remainder of the room reservation, and the deposit amount for the room will not be refunded.
The booking was made as a Hotel Collect booking and the *** is the billing party rather than Expedia.
Our records indicate the booking as left active rather than being canceled. As a result, the property marked the reservation as a no-show.
We confirm that the *** is no longer listed with Expedia and we have received no response from the hotel to any of our requests.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
As we are not able to contact the *** on our customer's behalf we have made the decision to reimburse them for the charge made by the ***.
We will be contacting our customer by email as we will require a copy of the bank detail showing the charge to provide an accurate credit.
Once the documentation of the charge is received we will notify our customer directly when the credit has been processed and provide the time frame for posting.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia 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. However, I do want the Revdex.com to leave the case open until it has been settled satisfactorily, I.e. until I have been refunded the money and it shows on my account. I have been requesting this since March and Expedia has been ignoring me since then. I also want to correct the fact that I did cancel 15 days ahead, due to the Covid restrictions on travel like everybody else who had to quarantine. Thank you for helping me reach a resolution with Expedia.
Sincerely
DO NOT book with Expedia for ANYTHING! Due to covid the airline canceled my flight and my destination country closed for more than 2 months. I started the refund process back in the middle of April and have provided all documentation asked for by Expedia. Here it is going on 4 months since I started the refund process and today they replied to my email asking for more documentation. I have gotten the run around since this started. They're even refusing the refund of my travel insurance saying its not theirs it's a third party insurance carrier and I only had 2 weeks after Ibooked to cancel!?. But Expedia was the one who took my money for everything included in the trip. My case was passed on to a high tier customer service representatives so they said. I did notice every email I receive and everyone I talk to is a different person every time.. just think about that! Nothing is going to be solved waiting for Expedia. Its time..
I have no choice but to take them to court now
I’ve used Expedia 30x & have been a Gold level member for over a decade. Have spent $100,000 with them over the years
Last month I booked a package to Jamaica but they flew me into Kingston by mistake so I had to take a 3-hour, $250 taxi across the island
I asked them to switch my flight back to the correct airport in *** & they said *** wouldn’t allow a change, even though I told them bc of Covid this policy was waived. So I had to call them myself and waste more of my vacation. *** gave me back $14.50 meaning that the flight was open & Expedia should have flown me into *** to begin with & my taxi to my resort that was part of a package I booked together with Expedia would have been 5 minutes & $10
I called Expedia & they refused to give me any compensation, not even travel credits, saying I should have checked the trip details myself. This is total BS because when you book a hotel + air package w an agent, it’s their job to fly you into the correct airport, that’s why you hire an agent, & why they deserve a commission
CROOKS! AND WORST CUSTOMER SERVICE EVER.
Months of aggravation and hour upon hour spent wasting my time over simple travel changes, that a direct airline was able to help me with in a matter of 10 minutes.
I wish I could leave zero or negative stars.
Never again will I trust Expedia with any of my travel.
I purchased travel insurance from Expedia in Jan 2020. My trip was for May 1-9 to Fort Meyers, FL. Since purchasing the trip and insurance, the Covid 19 virus came to USA. I am 70 years old, not able to travel during the dates scheduled due to the virus. I waited until about 2 weeks before the trip and finally knew I couldn't go. I filed a claim. To this date, I have not received a refund. I have received numerous emails requesting all types of proof that I was scheduled for this trip, paid for the trip, etc. etc. It is now almost August. How much longer do I have to wait? As a Senior citizen on a fixed income, receiving the refund is a financial need. I have no idea when I will ever be able to travel again.
I purchased an airline ticket from Seoul to *** for March 14th 2020 (Itinerary # ***, Ticket #
***). The airline carrier was *** Airlines. On this flight, I purchased Flight Protection insurance through Expedia. When the airline canceled my flight due to COVID 19. I filed my claim through Expedia in order to get a refund. Expedia agreed to refund my money in 8 weeks. However, they have not done so and it is now July. When I called Expedia again, they explained that they could not give me a refund, regardless of my travel protection insurance that I paid for through Expedia.
August 17, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation. Our records indicate that on September 7, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight for one passenger on Expedia’s Website, under itinerary ***. A one way fare with *** Airlines departing on March 14, 2020 from Seoul, Korea to Hanoi Vietnam. This included a Travel Protection Flight Protection Plan.On April 10, 2020, Mr. contacted Expedia regarding his cancelled flight to request a refund. We contacted *** Airlines to advocate on Mr.’s behalf, regarding the refund request. We can confirm that on August 17, 2020, we processed a refund in the amount of $185.20. The time it takes for the refund to post to Mr.’s account varies, depending on the time it takes his credit card company to process refunds.As for the insurance, the terms and conditions for the Travel Protection Flight Protection Plan states it is non-refundable after 15 days from the date of the booking. This information was emailed to Mr. when the itinerary was purchased. 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. Thank you, Victor ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I checked my account and the money has been properly credited. I would like to extend my appreciation for your timely response in regards to my complaint.
Sincerely
Expedia refuses to refund 2000 for El Salvador trip made several weeks before Covic. Airline tickets purchased w Expedia with *** and Airline cancelled all flights to El
salvador w no end date. Grandma passed away from Covic in El Salvador during this time frame
August 16, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his flight reservation.Our records indicate that on February 29, 2020, Mr., or an authorized user of the Expedia account, self-booked a flight for four passengers on Expedia’s mobile site, under itinerary ***. A Roundtrip fare with *** from San Francisco, CA departing on July 17, 2020 and returning from San Salvador, El Salvador on August 2, 2020.On June 14, 2020, Mr., cancelled his flight using the self-service cancellation feature on the website.On June 21, 2020, Mr. contacted Expedia and requested a refund for his cancelled flight. We contacted Mr. on June 22, 2020 and advised that *** policy states the travelers will receive airline credits and *** will waive the change fee.On August 15, 2020, Mr. contacted Expedia to change his flight. An Expedia agent changed the flights to depart on November 4, 2020 from San Francisco, CA, to Santo Domingo, Dominican Republic, returning on November 18, 2020.We understand that Mr.’s issue has been resolved. 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. Thank you, Victor ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On 02/12/2020, before COVID-19 was declared a pandemic, I booked a hotel stay in Venice, Italy for two nights. The booking was for June 1 through June 3, 2020 at ***, Venice. As advertised, I pur***d the room with included hotel services and amenities such as buffet breakfast, concierge services, dry cleaning, room service, maid services, etc… Soon after COVID-19 hit, travel restrictions to Italy and the European Union were instituted. My flight, which I also booked through Expedia was canceled and I received a voucher for that booking. I reached out to Expedia several times regarding the hotel booking and was repeatedly told that it was a non-refundable booking and I would not receive any reimbursement. *** posted on their website that they had suspended hotel service from May 18, 2020 through June 3, 2020. At that point the hotel had breached their contract. The hotel admitted that they would not be providing the services that they had advertised when I made the $538.34 pur***. I reached out to the hotel about a refund or credit, to which they directed me to contact Expedia because the room was booked through them. The hotel did say that a voucher or credit would be provided. I reached out to Expedia again and was not offered a reimbursement. I disputed the credit card charge with *** Bank NA and provided the company with all the information regarding my situation. The credit card company investigated the dispute which ultimately resulted in denial of my claim. Expedia falsified information to *** by explaining that they had no records of me reaching out to Expedia, even though I reached out on multiple occasions. Fortunately, I had taken screenshots of the Live Chat between myself and the Expedia customer service team. Expedia falsely accused me of not trying to cancel the hotel room to receive a reimbursement. I tried to appeal *** decision to no avail. *** refused to provide any further help in my case. Ultimately, although the booking was deemed “non-refundable”, the hotel had canceled on me. The actions taken by the hotel is in breach of the contract that was agreed upon at the time of my pur***. I do not believe it is fair or legal to advertise certain services, collect a non-refundable payment, refuse or cancel the services before they are provided to me, and then refuse to provide a refund, credit or voucher.
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** June 1-3, 2020 with a change or cancel policy that states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
On May 28, 2020, the customer reached out via chat to request cancellation on the reservation. During the chat session, customer care advised that any cancellation would result in receiving a voucher for future use with the hotel.
It is noted that the customer went idle and no was no longer responding and the chat session was terminated with no action taken on the booking.
We do not find any later contact with Expedia regarding the booking for *** prior to June 1, 2020 and the booking was active as of the check-in date.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
As the booking was left active, we have reached out to *** to request if a waiver for the charge may be provided.
Unfortunately, we were unable to obtain approval for a refund from the property. As the hotel has billed in full and the reservation wasn't cancelled, we are unable to offer a refund or future travel voucher for this reservation.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Complaint: ***
I am rejecting this response because: Expedia has failed to provide a resolution to my issue. Expedia
made fraudulent claims to the credit card company saying that I never reached
out to cancel and obtain reimbursement. I have attached the form that ***
Bank has provided, which contains Expedia’s fraudulent claims. Expedia also
told the bank that had the hotel been cancelled, I would not receive a refund. This
contradicts everything that Expedia has said in the Revdex.com response. In their
response on Revdex.com Expedia now mentions that I did reach out to them and that I
would have received a voucher. However, now I have requested a voucher through
Revdex.com and Expedia to give me a voucher. Expedia made fraudulent claims to a bank
and is refusing to provide just compensation therefore I am rejecting this
response.
Sincerely
I booked a flight and hotel through Expedia to Maui, for late October 2020. As the pandemic has progressed over time, I have waited to cancel in hopes that restrictions would be lifted and circumstances would be more normal. Restrictions in Hawaii have been extended continually. I went on *** Airlines website to cancel my flight before their July 31st- which is their deadline for changes or cancellations without any charge. Since this was booked through a third party- Expedia, they were unable to cancel the booking. I reached out to Expedia, and they were only willing to credit the flight, which travel must be completed by March 13th 2021. With how this year has progressed, and the timeline provided- I do not foresee myself making any type of travel plans within that timeline. I was told by the representative to wait until closer to the departure date to cancel and see what my options are- but I'm afraid that the airlines may not provide refunds after the July 31st deadline. If the airlines is providing their customers who booked directly through their agency, shouldn't the third party agency provide that same policy?
August 16, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Ms. (Revdex.com case number ***) regarding her flight reservation. We understand Ms. is requesting a refund for her flight with ***.Our records indicate that on March 14, 2020, Ms., or an authorized user of the Expedia account, self-booked a package for one passenger on Expedia’s Website, under itinerary ***. A roundtrip fare with *** departing from Orange County, CA on 29 October 2020, and returning from Kahului, HI on November 1, 2020. A non-smoking Studio Resort View at *** Resort & Spa in Lahaina, HI from October 29, 2020 to November 1, 2020. A roundtrip shared shuttle for Hotels in ***.Upon review, on July 22, 2020, Ms. contacted Expedia to cancel the package. An Expedia agent advised Ms. she is eligible for an airline credit but not for a refund. The hotel and the activity were cancelled and fully refunded. The flight is still active as Ms. asked not to cancel it for the moment. Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. We must adhere to the policies dictated by the suppliers. Any credit, refund or change is at the discretion of the travel provider.*** has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations. Thus, Expedia has offered Ms. a flight credit with ***. *** is waiving the change fees but fare difference may apply.During the booking process of the reservation, Ms. agreed to Expedia’s Terms of Use, which states the following: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 authorityWe understand that Ms. is dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes.As of August 15, 2020, we show Ms.’s flights are still active. If Ms. would like to cancel her reservation, she can contact 1-800-397-3342 or she can cancel the flights using the self-service cancellation feature on the website. While we regret her experience was not as we would have hoped, based on the information provided above, we are unable to provide any refund on this matter. 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.Thank you, Victor ***Corporate Correspondence Team
On January 25,2020, I purchased a travel package from Expedia.com for a total of $1370.92 (ITINERARY # ***) to travel to Canada. Due to Covid-19 concerns, on May 6,2020 I sent cancelation notifications to all elements(companies) in the travel plan. As of today, only WestJet Air has sent me a partial refund on May 21,2020 for $432.96. They did not return a $59 seat upgrade fee I paid.
No refunds from the *** Suites Hotel for $542.96 or the *** Flight tickets of $388.50 has yet been credited to my card.
I ordered these services in good faith.
August 20, 2020Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Mr. (Revdex.com case number ***) regarding his package reservation. Our records indicate that on January 25, 2020, Mr., or an authorized user of the Expedia account, self-booked a package for two passengers on Expedia’s website, under itinerary ***. A one way fare with WestJet, departing on June 21, 2020 from Houston, TX to Calgary, AB, Canada. A one way fare with ***, departing on June 25, 2020 from Calgary, AB, Canada to Houston, TX. A superior suite, 1 bedroom, river view non-smoking at *** Suites – *** in Calgary, AB. This included a Travel Protection Package Protection Plan.On May 6, 2020, Mr. cancelled his package using the self-service cancellation feature on the website. We can confirm a refund was issued for the hotel on May 6, 2020, by Expedia, and was deposited to the customer's financial institution. We ask that he reach out to his bank to follow up on its status.For the flight reservation, *** Air Lines was the operating carrier on this itinerary. *** Air Lines has informed us that they are not providing refunds for voluntary cancellations but are allowing customers to change their reservations without paying a change fee. Thus, Expedia has provided Mr. a flight credit with *** Air Lines. During the booking process of the reservation, Mr. agreed to Expedia’s Terms of Use, which states the following: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.As for the fee collected for the seats, we ask that Mr. communicates directly with WestJet in order to reach a resolution. The fee was collected by the airline (WestJet), and Mr. will have to request the refund directly through them.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. Thank you, Victor ***Corporate Correspondence Team
Booked with Expedia however they stated I was getting a full refund in the next 5/10 business days but instead got an email stating that a voucher was issued. *** Airlines cancelled our travel for July 29 2020. We are entitled a refund in compliance with USDOT requirements, but they refuse to comply. They only offer a Voucher, which is not acceptable nor is it legal. I would like a full refund for the flight that was which cancelled. I've called several time. getting the run around *** states call expedia, expedia states call them directly.
August 16, 2020 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentExpedia 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 customer complaint from Ms. (Revdex.com case number ***) regarding her flight reservation.Our records indicate that on June 16, 2020, Ms. Fortin, or an authorized user of the Expedia account, self-booked a flight for two passengers on Expedia’s Website, under itinerary ***. A one way fare with *** International-***. departing on July 29, 2020 from Boston MA, to Porto, Portugal.On July 14, 2020, Ms. contacted Expedia to cancel her flight. We contacted *** International-***. to advocate on Ms. behalf, regarding the refund request. *** International-***. informed Expedia that due to their initiation of the schedule change, Ms. qualifies for a flight refund. We can confirm that on August 16, 2020, we processed a refund in the amount of $712.20. The time it takes for the refund to post to Ms. account varies, depending on the time it takes her credit card company to process refunds.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. Thank you, Victor ***Corporate Correspondence Team