I was due to travel to Costa Rica with my daughter on April 2nd.
7 days ago, I used the online form that Expedia has online to cancel our two flights from Washington DC (*** to San Jose.
I received an email indicating that I would receive another email with an airline credit but for only part of my flight: Charlotte to San Jose and back, instead of Washington DC to San Jose (with a connection in Charlotte).
I have tried twice to reach the airline on the phone, both to receive a confirmation of the itinerary and to make sure that the whole would be taken into account.
Last night, I was on hold for 6 hours with no result. Today, I have been on hold so far for 5 hours, with no result!
Expedia.com Response
• Apr 29, 2020
April 29, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Washington
(***) to San Jose, Costa Rica on April 2, 2020, and returning April 14, 2020. We
understand Ms. is requesting a refund or credit with *** Airlines.
On March
22, 2020, *** Airlines cancelled the second leg of the outbound, and first
leg of the return flight, making the tickets eligible for refund. Expedia
has initiated the refund request and the amount of $1170.42 will be processed
by *** Airlines directly. Refunds may take two billing cycles or more to
reflect back to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Apr 29, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I thank you for your support and wish that Expedia did not need your intervention to resolve this kind of situation. It should have been automatic.
We were to fly to Las Vegas on March 18, 2020 and return on March 23,2020. I purchased a bundle, Hotel, Flight, Shuttle, and Insurance. I do understand that the Corona virus, has been complete chaos. But sitting on hold for 5 and 6 hours at a time, then an agent would connect, ask if I could hold on and then hang up. I have been calling and emailing, I even texted with the virtual assistant, requested a call back- when a live person was available. I do know they are busy. But its been over 14 days- someone had a minute to call me. I work two jobs, this was a get away for me and my daughter- I cant use a flight credit- I need a refund. It will be years before our schedules line up to be able to go anywhere.I want a refund. I did everything right, Now someone needs to fix this. Please.$1149.14 was charged to my card. nothing but a headache to show for it!
Expedia.com Response
• Apr 28, 2020
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a packaged itinerary. Our records reflect a four night stay at the ***
***. A round-trip fare with *** Airlines departing Nashville,
TN to Las Vegas, NV on March 18, 2020, and returning March 22, 2020. And shuttle
service with *** Shuttle as well as a Package Protection Plan . We understand Ms. is requesting a refund due to the current
Covid-19 pandemic.
Expedia has
advocated on the customers behalf to *** Airlines on a refund request. We
were advised that since a cancellation was made by them directly, they have processed
two refunds they show on record for $140.00 and $295.58. Refund timing is estimated
to be about seven business days.***
and *** has agreed to allow refunds due to the Covid-19 pandemic. Refunds
have been processed by Expedia for $561.36 and $31.20.
The
Package Protection Plan has been refunded for $86.00 as it was not used for the
itinerary. Expedia’s refund timing may take up to 30 business days to reflect
to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 07, 2020
They only gave partial refund. They still owe me almost 600.00 for the hotel in Vegas. ***. This case shouldn’t be closed until they do what they said they would do!
~
Expedia.com Response
• May 23, 2020
May 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from (Revdex.com case number ***). We regret to hear Ms. *** did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.On May 16, 2020, The refund for $561.36 has been processed for the *** by the
customers financial institution. Expedia is unable to process refunds for Low Cost Carriers and can only be changed or
cancelled by contacting the airline directly. We ask
Ms. to contact *** Airlines to inquire about a refund for the $35.00. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• May 26, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My husband purchased a plane ticket through Expedia on March 19, 2020. Expedia has a full refund policy for flights cancelled within 24 hours after purchase. My husband was told hours after purchasing his flight he would not be able to travel to the destination.
He tried to cancel the trip through his itinerary, but received a message saying this could not be completed and he would have to speak to a customer service rep. Upon calling the number provided, a technical error message would be played. When we finally go through we tried multiple times to cancel the flight through the automated phone system. It would continuously say issues are occurring and we need to speak to a customer service rep. We waited over 5 hours and then the call would just disconnect. We’d continuously call back and the phone would disconnect. We also tried using the Expedia online chat to cancel his flight but the system would say they could not find his reservation.
Even though they have a 24 hour cancellation policy, they provided us no possible way to cancel the flight within the purchase window. I sent an email to Expedia requesting our refund and still have not received a response.
Expedia.com Response
• Apr 27, 2020
April 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of 4,210.00MXN ($169.78).
Our records indicate on March 10, 2020, Mr. or an authorized user of the account self-booked a round trip flight on *** Airlines departing on March 20, 2020 from Mexico City, Distrito Federal, Mexico to Miami, FL and returning on March 22, 2020, via ***.
After further review on April 27, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify in the airline system the itinerary was cancelled on March 20, 2020 by the *** Airlines. Expedia contacted *** Airlines and they advised they marked the ticket as a no show on March 20,2020 and the ticket has no value.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor the refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 27, 2020
Complaint: ***
I am rejecting this response because:
As shown in my initial complaint issuance, there are screenshots verifying the numerous times my husband and I called Expedia and were then put on hold or disconnected. I also showed screenshots showing our attempts to cancel the itinerary through Expedia’s online chat system. Finally, I provided a screen shot of the email I had sent to Expedia themselves regarding the issue. Expedia allows a full refund if itinerary is cancelled within 24 hour of purchase - which is what we tried to do. However, Expedia was unreachable during hours and hours of attempts.
I will gladly pull my cell phone records (indicating the quantity of times we called and time spent on hold).
I will gladly provide all screen shots again showing the conversation with Expedia’s online chat, indicating they couldn’t “located our reservation.”
I will gladly forward or screenshot the email sent to Expedia customer support indicating the steps we had taken and requesting our full refund.
I have taken over 50 international travels to 10 different countries in the past 4 years. I have booked almost every vacation using Expedia. I have also canceled flights multiple times within the 24 hour window and received my full refund.
This is a fault of Expedia. We never would have booked with them had we known they wouldn’t allow the 24 hour refund, because it’s never been a problem in the past.
We exhausted all options to cancel the flight but they wouldn’t answer! They are not honoring what they say on their website!
Please follow up so I can share, once again, all my information showing our exhaustive attempts to cancel.
Best Regards,
***
Sincerely
Expedia.com Response
• May 01, 2020
May 1, 2020Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our
response. As a one-time courtesy Expedia has issued a refund for 4,210.00MXN ($169.78), the refund will
appear within on the original card charged within the next two bill cycles.Again, thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team
Customer Response
• May 01, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
My friends and I booked our (college) senior year spring break trip to Nashville on 3/14/2020. Though we were so excited to go, we were forced to cancel to due to the COVID-19 pandemic. At the time of purchasing our flight tickets, we also purchased a cancellation insurance policy. When we canceled, as well as contacting Expedia directly, we contacted the insurance company and filed a claim-- they responded that the insurance policy did NOT cover global pandemics (unsure as to why a cancellation policy that we purchased would not cover a cancellation due to things outside of our control). Since then, we have been trying to contact Expedia with no luck. Trying the online service agent (who promptly shuts us down after a few moments of trying to resolve the issue), calling and being hung up on MULTIPLE times due to "technical difficulties", emailing, with no luck of speaking to an actual person. We have tried absolutely everything, including contacting the airline we booked it with, who will not honor our purchase due to the purchase through a third party vendor. We are college seniors who are already missing out on so much and can not afford to lose this money, especially at this time, and the absolute lack of customer service is even more upsetting and frustrating.
Impossible to contact and don't care about travelers. I spent over 17 hours on hold trying to get through to them yesterday. They finally called me (twice) only to put me on hold both times for over 3 hours. Both times I finally gave up as I realized I had gone to the back of the queue. I got off the phone at 2 am after being put on a transfer to an agent who purportedly could help me get a refund--three hours and they never picked up. My flight back was cancelled by the airline so it was evidently not possible for the rep to help me. Clearly I went to the back of the queue each time, like everybody else in this position--when they finally answer, they try to transfer you (and I'm polite and understand the reps have to deal with this awful situation and this terrible company). You end up back on hold listening to their awful music selections and their stupid messages (yes, we know to get a boarding pass before boarding). The reps were nice but not able to do anything, which seems to be by design so they won't have to refund anybody.
My flight is tomorrow. I have to cancel--my work event was cancelled as a result of COVID-19 and I'm in a state where only the most essential travel is allowed, so there's no point in the trip and it looks like they want me to swallow my loss, I'm insured but the insurer needs me to cancel with them, not online as it could void the policy. How am I supposed to do that when Expedia won't help and just wants to waste customers' time?
I don't want vouchers as I won't use them. I want my money back. Expedia should have an easy link to cancel with full refunds. Instead they waste hours of our time after firing a ton of staff earlier this year to increase their profits. Their systems are not fit for purpose.
I will never use them again. If my money isn't returned, I will join whatever class action suit is levied against them, sue them in small claims court or call my bank for a chargeback. They are by design impossible to contact--I've refreshed the online chat hundreds of times, The wait is so long to speak to anybody (over five hours and counting) that my phone battery died and I'm burning through my minutes. This is not my full time job.
They are committing business suicide as none of their customers will ever use them again after their terrible job handling this. Even their marketing department have failed and stopped bothering with social media complaints. Fail at every level. Never again.
I made my flight reservations and then afterward the airlines changed the flight dates. I canceled because I could not fly on those 2 different dates. No one was available in customer service to help me over the phone, so I had to cancel. Every time I called the phone just hung up on me. The system is refusing to refund my money and I had to make other flight arrangements with a different airline. They said due to the corona virus there was no customer service available
Expedia.com Response
• Apr 27, 2020
April 27, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from *** (Revdex.com case number ***)
regarding their flight reservation. Our
records indicate that on March 23, 2020, the customer, or an authorized user of
the Expedia account, self-booked a one way flight for one passengers on Expedia’s
mobile site, under itinerary ***. Later on that date, an
airline-initiated schedule change occurred and on March 26, 2020, the customer
cancelled the flight. We understand the customer is requesting a full refund of
the flight.Upon
review, the customer booked a nonrefundable flight. We were able to use the airline’s
updated due to COVID-19 flexibility policy, and on April 27, 2020, we issued a
full refund of the flight in the amount of $596.00 back to the original form of
payment. Please note, it normally takes up to two billing cycles for refunds to
process. However, due to COVID-19, processing times are longer than usual and it
may take up to eight weeks.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 *** accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I bought four airline tickets from Detroit to Grand Cayman and return, through Expedia. The Detroit to Grand Cayman flight was a *** flight, the return flight was a *** Airlines flight. Both airlines have cancelled my flights , I have been trying to contact Expedia for days, and I was on the phone for four hours straight without any response when I contacted them on March 28th 2020, my flight was scheduled for March 31st. Since these airlines cancelled these flights, ( I did not) I should be getting a refund, but nobody from Expedia is answering the phone. Please help . Thank you.
Expedia.com Response
• Apr 27, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a combined one-way fare with *** and
*** Airlines departing Detroit (***) to George Town, Cayman Islands (***)
on March 31, 2020, and return on April 5, 2020. We
understand Mr. is requesting a refund due to the cancellation of the
flights.
On March
19, *** processed a schedule change to the outbound departure from 6:15
A.M to 6:30 P.M. Expedia was advised by the airlines that they are no longer offering
refunds for schedule changes starting March 19. *** is offering airline
credit valid for 2 years from the date the flight was cancelled. The customer
may re-book travel up to March 19, 2022.
On March
14, a cancellation of the flights with *** Airlines was initiated by the
customer by calling in to their customer support line. Expedia was advised no
refund would be possible as no schedule change was present. The airlines is
offering flight credit and new travel must be completed by December 31, 2021.
The customer must call Expedia when ready to reschedule new flights.
As Expedia is bound by the policies of each respected airlines, a refund will
not be possible due to the information provided.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
My girlfriend and I were traveling to Costa Rica on the 29th of March 2020. Itinerary number ***. We purchased travel insurance along with our flights. I have been on hold for over 12 hours between two seperate phone calls and have not received a response. I have received no response via email, and no response via live chat. There are no methods of contacting expeida which is unacceptable. If I wish to cancel my trip I am only be offered a flight credit that expires after 12 months. I purchased travel insurance to secure the cost of this trip and now I am not be offered a method to receive a refund. I'm filing this complaint before I go to small claims court to provide a last chance for expeida to return the money we spent. Maybe expedia will be more receptive to the Revdex.com. This is simple however, Costa Rica has closed its borders to foreigners. The *** has been made inaccessible due to the natural disaster of the corona virus. The following is a quote from the trip insurance purchased. "the Insured’s or Traveling Companion’s Primary Residence is made Uninhabitable, or the
Destination is made Uninhabitable or Inaccessible, by Natural Disaster."
Expedia.com Response
• Apr 26, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation for itinerary ***. Our records reflect a combined one-way fare with *** and
*** Airlines departing Boston (***) to San Jose, Costa Rica (***) on March
29, 2020, returning April 3, 2020. And a Flight Protection Plan. We understand Mr. is requesting a complete refund due to
the Covid-19 pandemic.
On March
24, 2020 *** Airlines processed a cancellation to the flights making it
eligible for refund as per airlines policies. *** Airlines
processed a refund for both tickets on April 22, 2020 for $757.52 initiated by
customer request.
Expedia initiated the refund for the *** Airlines portion for
the amount of $394.10 and will be processed by *** Airlines. Refunds may
take up to two billing cycles to reflect to the original form of payment. A
refund for the Flight
Protection Plan has been processed by Expedia for $74.00 and may take up to 30
business days to reflect to the original credit card used.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia is not allowing people who don’t travel within 72 hours to contact them. That does not help someone who has covid-19 and unable to hold enough air in their lungs to talk. They refuse to reply to any email or social media message. Unable to contact them by phone. They are refusing customer service to paying customers who want a refund.
Expedia.com Response
• Apr 26, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation on itinerary ***.
Our records reflect a round-trip fare with *** Airways
departing Sydney,
NSW, Australia (***) to Port Lincoln, SA, Australia (***) on May 3, 2020, returning
May 5, 2020. And a Flight Protection Plan. We understand Mr. is requesting a refund due to the
Covid-19 pandemic.
On April
6, 2020, *** Airways cancelled flights departing from Sydney making the
flight eligible for a refund according to the airlines policy.
A refund
request has been submitted on behalf of Mr.. If approved, allow up to
two billing cycles to reflect back to the original form of payment. An Expedia
representative will update the customer on the refund process via email.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have booked an *** flight for my parents from India to Dallas, USA on Mar 31. But the flight schedule has been changed multiple times over last few weeks. And I don't like them to travel with new flight schedule. Expedia sent me an email if I accept the changes. And I have replied that I don't accept the changes and they mentioned that they will contact me within 5 business days. But they haven't so far. And I wanted to call them and find out. But due to COVID-19 situation, they mentioned that I should contact them only if the travel date is within 72 hours. I have been trying to contact them through phone and chat for last 4 hours, but no response so far.
I have already talked to *** and they are willing to refund. Since I booked through Expedia, Expedia has to initiate the process.
Expedia.com Response
• Apr 25, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a flight reservation for itinerary ***. Our records reflect a round-trip fare with *** departing Bengaluru,
India (***) to Dallas (***) on March 30, 2020, and returning September 23, 2020. We understand Mr. is requesting a refund due to a schedule
change admitted by the airlines.
On March
25, 2020, *** changed the departure time for flight *** departing at
8:55 P.M. on March 30 to *** departing at 4:30 A.M on March 31. On March 28 a
request for refund has been submitted via email to ***. An Expedia
representative has been working on the record with *** to obtain a waiver
for refund. Mr. has been contacted via email with updates, with the latest
update on April 25 advising the customer Expedia has filled a form ***
requested for a complete refund. Expedia is currently waiting for a reply from
the airlines for the next steps. Please be aware all requests are subject to
approval by ***.
We ask Mr.
*** to wait for an email reply by an Expedia representative as we are working
with *** to obtain the requested refund.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a trip though Expedia.com, my itinerary included a round-trip flight and a hotel stay for 3 nights on a foreign country.
Expedia.com claims on their website: "We follow the policies of our travel partners. Any cancellations, credits for future use, or fees are at their discretion. We cannot waive their policies or fees."
Due to COVID-19 situation I contacted the airline (*** Airlines) and my hotel to verify if I will have any penalties if I cancel my itinerary on Expedia.
My hotel agreed to refund 95% of the reservation cost and the airline company told me I will not have a refund, but I will get credits for reuse on my Expedia account. After 14 days I did't have the hotel refund issued, or the *** credits.
Expedia.com Response
• Apr 27, 2020
April 27, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package
reservation. We understand Mr. is requesting 95% of his hotel refund and a future travel credit due to the Coronavirus outbreak.
Our records indicate that on March 13, 2020, Mr., or an authorized user of his Expedia account, self-booked a package reservation
using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Miami, Florida to St. John’s,
Antigua on March 14, 2020 and returning on March 17, 2020. With stay at the ***-All Inclusive-couples only.
Upon reviewing this matter, we show Mr. flight was cancelled with a future travel credit as the flight is non-refundable and changes
were permitted. Due to *** Airlines travel advisory they are now waiving change fees and providing greater flexibility to travel, which
must be completed by December 31, 2021.
We reached out to the property to request for a refund however, we are still awaiting a response. We will notify the customer via email once we
receive a response.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject
to the rules and restrictions of those providers. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were
agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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 that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
I had scheduled a flight for two individuals for a vacation to Los Cabos in Mexico departing March 28th, 2020 through Expedia. I cancelled my trip due to COVID-19 governmental recommendations regarding flights to Mexico.. I called Expedia but couldn't get through to them. I then tried to cancel on-line and the message I received from Expedia is that I must talk directly with the Airline, ***. *** will not refund my ticket and will not talk to me over the phone. I paid a premium to have Expedia book the tickets and they should be responsible for taking care of this issue since they sold me the tickets. I also paid for travel protection which in this case should have some type of effect since Mexico is closing the border.
Again, I booked the *** Airlines flights through Expedia for two individuals - *** and ***. The Flight code for departure is *** (March 28th) and the return code is *** (April 4th). The Expedia account is under ***. *** will not accept my calls but since I booked through Expedia, I believe they should be the organization to refund my tickets or at least broker the refund with ***. The onus of the problem should be on Expedia.
Expedia.com Response
• Apr 27, 2020
April 27, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We
understand Mr. requesting to cancel his reservation with a full refund due to the COVID-19.
Our records indicate that on September 9, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation
using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Tijuana, Baja California to San
***, Baja California on March 28, 2020 and returning on April 4, 2020. With added Travel Protection Flight Protection Plan.
Upon reviewing this matter, we show Mr. flight was cancelled by *** Airlines. In order to provide a refund request, Mr. needs to
contact *** directly. We have no way of assisting with a refund as this is under *** Airlines authority.
We are pleased to confirm that we processed a refund for your Travel Protection Flight Protection Plan in the amount of $44.00.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.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject
to the rules and restrictions of those providers. Expedia does not own or operate any flights.
While we regret that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked flights for 3 passengers from 3/20/2020-3/23/2020 that were refundable tickets. Due to COVID-19 pandemic, I was unable to travel as planned as I am a healthcare provider and was banned from travel by my employer. I tried for 3 days to contact Expedia via live chat, email, and phone. Live chat said "we are too busy, try again later". Via telephone, I was disconnected after 1 hour on hold three separate times. No response to the email I sent.
The planned trip is now over, none of us were safe to travel. I am seeking to get either refund (preferred) or credit (acceptable) of the price paid. I tried very hard to contact them and was unable to reach them prior to my travel date.
Expedia.com Response
• Apr 27, 2020
April 27, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We
understand Mr. is requesting a full refund or a future travel credit due to the Coronavirus outbreak.
Our records indicate that on March 13, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation
using Expedia’s website, under itinerary *** for three travelers. Departure on *** Airlines from Chicago, Illinois returning
Orlando, Florida on March 20, 2020 and returning on March 22, 2020.
Upon reviewing this matter, we show Mr. departure flight is cancelled with a future travel credit as the flight is non-refundable and
changes were permitted. Due to *** Airlines travel advisory they are now waiving change fees and providing greater flexibility to travel,
which must be completed by December 31, 2021.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject
to the rules and restrictions of those providers. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were
agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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 that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Customer Response
• Apr 27, 2020
Complaint: ***
I am rejecting this response because:
There is no information about how to get these credits. Are they for Expedia or ***? What is the voucher number? Is there a contract information for Expedia? This is a poor response to my question. Also, FYI, I am MRS *** not Mr.
Sincerely
Expedia.com Response
• Apr 29, 2020
April 29, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our
response and/or resolution offered.
A flight credit is the actual value of your tickets $86.80 total for three passengers $260.40 that can go toward the purchase of a new flight. The passengers are
responsible for any fare difference towards the new flight. However, any exchange fee penalty will be waived as a one time exception due to *** Airlines
travel advisory. Please contact our Customer Service Department when ready to book a new flight.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. Please note that Expedia is bound by
the rules and restrictions of the airlines and we cannot override those policies.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
I had purchased 2 tickets for my parents to fly on April 1 from Bolivia to Miami, but my mom, who is 80 years old contracted dengue. Due to this, I knew her immune system would be compromised and before the COVID 19 got out of hand I called the airline to find out what were my options. The airline at the time told me I could get a full refund or change the dates, the only thing I would have to pay was the difference if the tickets changed price. However, they said I would have to go through Expedia because I had booked with them. I have been trying to speak with someone from Expedia for the past month and no person will answer. I went to their pages when they had the option to cancel the bookings due to COVID19 and tried to do it that way, they asked for reservation number and ticket number, but when it got to the airline, they did not have *** in their drop down menu and I had to pick one, so I picked another *** airline. I got an email from Expedia apologizing because they are unable to answer calls and blah blah. I am 4 days away from the trip and still not able to speak with someone to address this issue. The point is, that on their answering service, it says there will be no refunds, only credit, yet had I been served at the time I initiated the process, the airline was going to give me a full refund due to their waiver. I am upset because with this COVID19 emergency, which we know will linger for a long time, will not risking my parents life to have them fly ever again!!! so I need the full refund as it would have been 3.5 weeks ago. I can't do this with an automated system with the push of a button as they intend everyone to do.
Expedia.com Response
• Apr 27, 2020
April 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $920.86.
Our records indicate on February 4, 2020, Ms. or an authorized user of the account self-booked two one way flights on *** departing on April 1, 2020 from Santa Cruz, Bolivia to Miami, FL and returning on April 17, 2020, via ***
We can confirm on March 30, 2020, the customer called to cancel the reservation due to the virus situation. Our representative checked for a COVID policy and could not locate one. Our representative advised the customer based on the fare rule of the airline the ticket was non-refundable. Our representative advised the customer to contact the airline and file a complaint or file a complaint on their website.
After further review on April 24, 2020, Expedia has been able to verify in the airline system the itinerary was cancelled on March 23, 2020. There was a refund processed April 9, 2020 for $460.43 for each ticket to card ending *** The refund should appear within the next two billing cycles.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
We have received a message from the hotel that they have shutdown the hotel for 12 weeks and both of our reservations are canceled for a full refund without any penalty . The reservations number are Itinerary # *** and *** each for 3 rooms. When I try to cancel the reservations it tells me that I will not receive any refunds.
I have tried multiple times to contact Expedia in various ways. No response whatsoever
Can you please help us receive a full refunds for both reservations. Thank you.
Expedia.com Response
• Apr 25, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding hotel reservations on itineraries ***
and ***. Our records reflect a total of six rooms at ***. We understand Mr. is requesting a
refund for all six rooms due to the closure of the property.
On April
11, 2020, Mr. or someone with account access processed a cancellation online
via mobile device. *** applied a waiver for a complete refund
of all six rooms for the customer without penalty. A refund has been processed
for a total of $4282.38. Please not refunds may take up to 30 business days to
reflect back to the original form of payment.
No further
action has been taken as Mr.’s needs have been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Customer Response
• Apr 25, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I had a travel booking to Rome, Italy from 20 March-23 March. However, I been attempting to contact Expedia everyday since 26Feb to cancel our trip due to the US European Command and the government of Italy declaring travel restrictions. We received an email from the CEO of Expedia which states we could cancel our itenarary free of charge. I am only asking that Expedia give us credit so we can book a later trip when COVID19 crisis is over. I've been on hold for hours every day since 26FEB. Expedia has made it nearly impossible for consumers to get refunded, reschedule trip, or receive a credit. The CEO acknowledges exactly what's happening and to blame partners is completely immoral. Expedia needs to have a better way of dealing with this situation. I guarantee Expedia will respond with the same generic message as others received on Revdex.com. I'm empathetic of the world pandemic and corporations receiving a backlog but send a simple email the consumer can fill out (1. enter itinerary number 2. receive refund 3. receive store credit). Why put the consumer through heartache of being put on hold. Also, the site isn't allowing allowing nonrefundable options for some booking and stated we need to call (2-3 hour wait).
Expedia.com Response
• Apr 27, 2020
April 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. ***, Revdex.com case number *** regarding a request to for a credit. We understand that Mrs. is requesting a credit for future use. Our records indicate on February 10, 2020, Ms. or an authorized user of the account self-booked four roundtrip flights on *** departing on March 20, 2020 from Frankfurt, Germany to Rome, Italy and returning on March 23, 2020, with a three night hotel stay at *** via ***.
We can confirm on there have not been any calls documented on the Expedia account regarding cancelling the reservation.
After further review on April 27, 2020, Expedia has been able to verify in the airline system the itinerary was cancelled by *** on March 17, 2020. Expedia contacted *** and the *** agent advised the flight was cancelled on March 17, 2020 and can be fully refunded. She advised that *** is not giving waiver codes currently for refunds. Stated we will have to contact them back in 14 business days since they are not processing refunds because of the overload of refund request due COVID19. A voucher could be issued but would valid for 12 months from the date of issue for travel date. Contacted the hotel and they are closed but asked that we email them a request. Emailed the hotel asking of they will authorize Expedia to issue a refund for the reservation to due COVID19.
Ms. will need to contact Expedia back after 14 business days. Expedia will contact *** for a waiver code as they advised, hopefully by then the hotel as replied to our email.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The reason there is no documented recording of me calling is because simply could not get an agent on the line. I waited up to 1hr each time. However, I am so happy to see an Expedia agent doing her due diligence in helping those who purchased through Expedia. To know that my concerns aren’t falling on deaf ears is great to see. Thank you DIDI!!!
We have not been able to contact Expedia in order to refund our airline tickets purchased for a trip overseas. As things started shutting down, we attempted several times to call or email them. We could never get through, were put on hold for several hours then always hung up on, and requests sent through their main website were returened saying we need to speak to a representative. Nothing is working and we have been trying for many hours, days and weeks to get ahold of Expedia.
Expedia.com Response
• Apr 25, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** departing Salt Lake City (***) to Tokyo, Japan (***) on March 28, 2020,
and returning April 11, 2020. We
understand Mr. is requesting a full refund of the airline tickets due
to the Covid-19 travel restrictions.
On April
1, 2020, Mr. or someone with account access called the customer service
line and spoke with an Expedia representative who advised the customer they
processed a refund of $3793.15 for the flights using the policies provided by
***. Refunds may take up to two or more billing cycles to reflect back
to the original form of payment.
No further
action has been taken as the customers request has been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have attempted to reach Expedia.com multiple times to request refund for travel package and I have been working with Expedia notices and went through their options. Their text support is limited and directed me to customer service. I am unable to find any email to reach Expedia after perusing their website, and I am unable to reach customer service as I kept getting disconnected with each call and waiting in queue for more than 30 minutes. Expedia gives notice of reaching out to customers whose travel plan is in the next 72 hours and I have not heard nor have been able to reach customer service. My flight destination must be cancelled as the destination site is now closed. As I had booked travel packages for a group, credit refunds would not work because of the uncertainty of COVID-19, group individuals require cash back, and it is not our fault that we are not able to travel.
Expedia.com Response
• Apr 24, 2020
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a packaged reservation for itinerary *** . Our records reflect a four night stay at the *** Hotel. And a round-trip fare with *** Airlines departing Los
Angeles (***) to Honolulu (***) on March 30, 2020, returning April 3, 2020 as
well as a car reservation with *** We
understand Mr. is requesting a complete refund .
On March
23, 2020 Mr. or someone with account access processed a cancellation/refund
for both hotel rooms and the car rental in the amount of $1419.96.
On March
22, 2020, *** Airlines processed a schedule change that affected the outbound
portion making the flights eligible for a refund.
Expedia
processed the refund for the flight portion in the amount of $1829.80 authorized
by *** Airlines. Please note, refunds may take up to 30 days to reflect to
the original form of payment used.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had placed a reservation with Hotel *** in Chicago, IL on 3/9/2020 through my friends “rewards and perks” system through work. Due to Covid-19, I am unable to meet this reservation since I am pregnant and asthmatic, I am high risk and on quarantine in my home in Iowa. I have made attempts to contact the hotel for over 2 weeks now but finally contacted the hotel on March 20th via *** messenger since they were not answering phones. They let me know although they are extending their refund or change policy to reservations, since it was made thru 3rd party it went through Expedia and I need to contact Expedia to resolve this.
I understand now is an extremely busy time with very high volume of contacts being placed to the company. We’re all in this together! However I was supposed to check in YESTERDAY and still haven’t heard back from Expedia. I’ve contacted them every single day since March 20th. When I request a callback, I get a callback 2-4 hours later and am put on an immediate additional hour + long hold. I’m a mom to a toddler and cannot continue holding. I’ve contacted via phone every day, email twice and I’ve attempted chat at least 10 times but because I do not have an itinerary number I cannot get through to an agent. When I spoke with the hotel they told me their confirmation correspondence and confirmation number should be everything I need but clearly that’s not true.
I do have screenshots of not only my order correspondence but my messages with the hotel as well stating I would need to contact you with all of the reservation confirmation numbers and information so please let me know what’s needed to proceed. Thanks!
Expedia.com Response
• Apr 25, 2020
April 25, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her
hotel reservation. We understand the customer is requesting a refund of the
booking.Upon research, we are unable to locate an itinerary associated with Ms.
***’s complaint. We respectfully request that Ms. provides us with
the email address used to book the reservation, and the itinerary number. The
requested information will enable us to appropriately address the customer’s
concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana *** Corporate Correspondence
Team
I am unable to travel due to the coronavirus crisis. I am a health care worker on the front lines trying to help with this pandemic. Therefore, I am requesting a full refund. I do not appreciate how Expedia is giving me the run around as I am a very long time customer. I do not want to pay for services I will not receive. My Itinerary # ***. The last four of the credit card used is ***.
Expedia.com Response
• Apr 26, 2020
April 25, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.
Our records show on March 3, 2020, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines and *** Airways, traveling from Newark, NJ departing to West Palm Beach, FL on April 5, 2020 and returning on April 10, 2020 . The package included a hotel with a stay at *** West Palm Beach, FL for a check in on April 5, 2020 and a check out on April 10, 2020, for a total of $701.35.On April 2, 2020, Ms. contacted Expedia to cancel the hotel reservation due to (COVID-19) concerns. We then cancelled the refundable hotel and processed a refund of $125.05, back to the original form of payment. The time it takes for the refund to post depends upon Ms.’s bank, however, it may take up to thirty days based on delays. On April 3, 2020, Ms. contacted Expedia to cancel the non-refundable flights due to (COVID-19) concerns. Regrettably, we informed Ms. that *** and *** Airways are not issuing refunds. The Airlines are permitting Future Travel Credits for Ms.’s flight reservations, based upon their non-refundable restrictions. The (COVID-19) flexibility policies publicly visible on both Airlines websites strictly states their penalty fees will be waived until, December 31, 2021. Additionally, *** and *** Airways are the merchants of record (the entities that received the funds and are the companies that charged Ms.’s credit card). Furthermore, Ms. accepted the cancellation/Future Travel Credits of $431.10, for *** and $145.20, for *** Airways. On April 25, 2020, Expedia verified both *** and *** Airways (COVID-19) flexibility policies still reflect Future Travel Credits/penalty waivers.See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the package reservation:
• *** cancellation and changes: Tickets are nonrefundable, and changes are not permitted, based on the basic economy restrictions. • *** cancellation and changes: Tickets are nonrefundable, and changes are not permitted, based on the basic economy restrictions. • Cancellations or changes made after 6:59 PM local hotel time, Saturday, April 4, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.• Expedia combined two one-way tickets to get you the best deal on this flight. If you need to make changes or cancel, you'll need to do it twice-once for each one-way ticket.Note: Flight selections are subject to the airlines availability and a possible airfare cost difference.Because of the extraordinary circumstances of the (COVID-19) travel disruptions, we are receiving a high volume of requests for either a travel credit or a refund. Nonetheless, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, airlines restrict a flight. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.In order for Ms. to use the travel credits separately, she may contact the following number, (877) ***, for further assistance. While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability by providing her access to each, Future Travel Credit. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel partners. Due to the information provided above, we are unable to honor Ms. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
I was due to travel to Costa Rica with my daughter on April 2nd.
7 days ago, I used the online form that Expedia has online to cancel our two flights from Washington DC (*** to San Jose.
I received an email indicating that I would receive another email with an airline credit but for only part of my flight: Charlotte to San Jose and back, instead of Washington DC to San Jose (with a connection in Charlotte).
I have tried twice to reach the airline on the phone, both to receive a confirmation of the itinerary and to make sure that the whole would be taken into account.
Last night, I was on hold for 6 hours with no result. Today, I have been on hold so far for 5 hours, with no result!
April 29, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Washington
(***) to San Jose, Costa Rica on April 2, 2020, and returning April 14, 2020. We
understand Ms. is requesting a refund or credit with *** Airlines.
On March
22, 2020, *** Airlines cancelled the second leg of the outbound, and first
leg of the return flight, making the tickets eligible for refund. Expedia
has initiated the refund request and the amount of $1170.42 will be processed
by *** Airlines directly. Refunds may take two billing cycles or more to
reflect back to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
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 thank you for your support and wish that Expedia did not need your intervention to resolve this kind of situation. It should have been automatic.
Thank you again for your help.
Sincerely
We were to fly to Las Vegas on March 18, 2020 and return on March 23,2020. I purchased a bundle, Hotel, Flight, Shuttle, and Insurance. I do understand that the Corona virus, has been complete chaos. But sitting on hold for 5 and 6 hours at a time, then an agent would connect, ask if I could hold on and then hang up. I have been calling and emailing, I even texted with the virtual assistant, requested a call back- when a live person was available. I do know they are busy. But its been over 14 days- someone had a minute to call me. I work two jobs, this was a get away for me and my daughter- I cant use a flight credit- I need a refund. It will be years before our schedules line up to be able to go anywhere.I want a refund. I did everything right, Now someone needs to fix this. Please.$1149.14 was charged to my card. nothing but a headache to show for it!
April 28, 2020Revdex.com Alaska, Oregon & Western WashingtonDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***)
regarding a packaged itinerary. Our records reflect a four night stay at the ***
***. A round-trip fare with *** Airlines departing Nashville,
TN to Las Vegas, NV on March 18, 2020, and returning March 22, 2020. And shuttle
service with *** Shuttle as well as a Package Protection Plan . We understand Ms. is requesting a refund due to the current
Covid-19 pandemic.
Expedia has
advocated on the customers behalf to *** Airlines on a refund request. We
were advised that since a cancellation was made by them directly, they have processed
two refunds they show on record for $140.00 and $295.58. Refund timing is estimated
to be about seven business days.***
and *** has agreed to allow refunds due to the Covid-19 pandemic. Refunds
have been processed by Expedia for $561.36 and $31.20.
The
Package Protection Plan has been refunded for $86.00 as it was not used for the
itinerary. Expedia’s refund timing may take up to 30 business days to reflect
to the original form of payment.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
They only gave partial refund. They still owe me almost 600.00 for the hotel in Vegas. ***. This case shouldn’t be closed until they do what they said they would do!
~
May 23, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from (Revdex.com case number ***). We regret to hear Ms. *** did not
accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.On May 16, 2020, The refund for $561.36 has been processed for the *** by the
customers financial institution. Expedia is unable to process refunds for Low Cost Carriers and can only be changed or
cancelled by contacting the airline directly. We ask
Ms. to contact *** Airlines to inquire about a refund for the $35.00. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My husband purchased a plane ticket through Expedia on March 19, 2020. Expedia has a full refund policy for flights cancelled within 24 hours after purchase. My husband was told hours after purchasing his flight he would not be able to travel to the destination.
He tried to cancel the trip through his itinerary, but received a message saying this could not be completed and he would have to speak to a customer service rep. Upon calling the number provided, a technical error message would be played. When we finally go through we tried multiple times to cancel the flight through the automated phone system. It would continuously say issues are occurring and we need to speak to a customer service rep. We waited over 5 hours and then the call would just disconnect. We’d continuously call back and the phone would disconnect. We also tried using the Expedia online chat to cancel his flight but the system would say they could not find his reservation.
Even though they have a 24 hour cancellation policy, they provided us no possible way to cancel the flight within the purchase window. I sent an email to Expedia requesting our refund and still have not received a response.
April 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of 4,210.00MXN ($169.78).
Our records indicate on March 10, 2020, Mr. or an authorized user of the account self-booked a round trip flight on *** Airlines departing on March 20, 2020 from Mexico City, Distrito Federal, Mexico to Miami, FL and returning on March 22, 2020, via ***.
After further review on April 27, 2020, Expedia has been able to verify there is no documentation of calls or notations on the Expedia account. Expedia was able to verify in the airline system the itinerary was cancelled on March 20, 2020 by the *** Airlines. Expedia contacted *** Airlines and they advised they marked the ticket as a no show on March 20,2020 and the ticket has no value.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor the refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
As shown in my initial complaint issuance, there are screenshots verifying the numerous times my husband and I called Expedia and were then put on hold or disconnected. I also showed screenshots showing our attempts to cancel the itinerary through Expedia’s online chat system. Finally, I provided a screen shot of the email I had sent to Expedia themselves regarding the issue. Expedia allows a full refund if itinerary is cancelled within 24 hour of purchase - which is what we tried to do. However, Expedia was unreachable during hours and hours of attempts.
I will gladly pull my cell phone records (indicating the quantity of times we called and time spent on hold).
I will gladly provide all screen shots again showing the conversation with Expedia’s online chat, indicating they couldn’t “located our reservation.”
I will gladly forward or screenshot the email sent to Expedia customer support indicating the steps we had taken and requesting our full refund.
I have taken over 50 international travels to 10 different countries in the past 4 years. I have booked almost every vacation using Expedia. I have also canceled flights multiple times within the 24 hour window and received my full refund.
This is a fault of Expedia. We never would have booked with them had we known they wouldn’t allow the 24 hour refund, because it’s never been a problem in the past.
We exhausted all options to cancel the flight but they wouldn’t answer! They are not honoring what they say on their website!
Please follow up so I can share, once again, all my information showing our exhaustive attempts to cancel.
Best Regards,
***
Sincerely
May 1, 2020Revdex.comAlaska, Oregon & Western
WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our
response. As a one-time courtesy Expedia has issued a refund for 4,210.00MXN ($169.78), the refund will
appear within on the original card charged within the next two bill cycles.Again, thank you for allowing us the opportunity to
address the issues that were brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
My friends and I booked our (college) senior year spring break trip to Nashville on 3/14/2020. Though we were so excited to go, we were forced to cancel to due to the COVID-19 pandemic. At the time of purchasing our flight tickets, we also purchased a cancellation insurance policy. When we canceled, as well as contacting Expedia directly, we contacted the insurance company and filed a claim-- they responded that the insurance policy did NOT cover global pandemics (unsure as to why a cancellation policy that we purchased would not cover a cancellation due to things outside of our control). Since then, we have been trying to contact Expedia with no luck. Trying the online service agent (who promptly shuts us down after a few moments of trying to resolve the issue), calling and being hung up on MULTIPLE times due to "technical difficulties", emailing, with no luck of speaking to an actual person. We have tried absolutely everything, including contacting the airline we booked it with, who will not honor our purchase due to the purchase through a third party vendor. We are college seniors who are already missing out on so much and can not afford to lose this money, especially at this time, and the absolute lack of customer service is even more upsetting and frustrating.
Impossible to contact and don't care about travelers. I spent over 17 hours on hold trying to get through to them yesterday. They finally called me (twice) only to put me on hold both times for over 3 hours. Both times I finally gave up as I realized I had gone to the back of the queue. I got off the phone at 2 am after being put on a transfer to an agent who purportedly could help me get a refund--three hours and they never picked up. My flight back was cancelled by the airline so it was evidently not possible for the rep to help me. Clearly I went to the back of the queue each time, like everybody else in this position--when they finally answer, they try to transfer you (and I'm polite and understand the reps have to deal with this awful situation and this terrible company). You end up back on hold listening to their awful music selections and their stupid messages (yes, we know to get a boarding pass before boarding). The reps were nice but not able to do anything, which seems to be by design so they won't have to refund anybody.
My flight is tomorrow. I have to cancel--my work event was cancelled as a result of COVID-19 and I'm in a state where only the most essential travel is allowed, so there's no point in the trip and it looks like they want me to swallow my loss, I'm insured but the insurer needs me to cancel with them, not online as it could void the policy. How am I supposed to do that when Expedia won't help and just wants to waste customers' time?
I don't want vouchers as I won't use them. I want my money back. Expedia should have an easy link to cancel with full refunds. Instead they waste hours of our time after firing a ton of staff earlier this year to increase their profits. Their systems are not fit for purpose.
I will never use them again. If my money isn't returned, I will join whatever class action suit is levied against them, sue them in small claims court or call my bank for a chargeback. They are by design impossible to contact--I've refreshed the online chat hundreds of times, The wait is so long to speak to anybody (over five hours and counting) that my phone battery died and I'm burning through my minutes. This is not my full time job.
They are committing business suicide as none of their customers will ever use them again after their terrible job handling this. Even their marketing department have failed and stopped bothering with social media complaints. Fail at every level. Never again.
I made my flight reservations and then afterward the airlines changed the flight dates. I canceled because I could not fly on those 2 different dates. No one was available in customer service to help me over the phone, so I had to cancel. Every time I called the phone just hung up on me. The system is refusing to refund my money and I had to make other flight arrangements with a different airline. They said due to the corona virus there was no customer service available
April 27, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer complaint
from *** (Revdex.com case number ***)
regarding their flight reservation. Our
records indicate that on March 23, 2020, the customer, or an authorized user of
the Expedia account, self-booked a one way flight for one passengers on Expedia’s
mobile site, under itinerary ***. Later on that date, an
airline-initiated schedule change occurred and on March 26, 2020, the customer
cancelled the flight. We understand the customer is requesting a full refund of
the flight.Upon
review, the customer booked a nonrefundable flight. We were able to use the airline’s
updated due to COVID-19 flexibility policy, and on April 27, 2020, we issued a
full refund of the flight in the amount of $596.00 back to the original form of
payment. Please note, it normally takes up to two billing cycles for refunds to
process. However, due to COVID-19, processing times are longer than usual and it
may take up to eight weeks.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 *** accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
I bought four airline tickets from Detroit to Grand Cayman and return, through Expedia. The Detroit to Grand Cayman flight was a *** flight, the return flight was a *** Airlines flight. Both airlines have cancelled my flights , I have been trying to contact Expedia for days, and I was on the phone for four hours straight without any response when I contacted them on March 28th 2020, my flight was scheduled for March 31st. Since these airlines cancelled these flights, ( I did not) I should be getting a refund, but nobody from Expedia is answering the phone. Please help . Thank you.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a combined one-way fare with *** and
*** Airlines departing Detroit (***) to George Town, Cayman Islands (***)
on March 31, 2020, and return on April 5, 2020. We
understand Mr. is requesting a refund due to the cancellation of the
flights.
On March
19, *** processed a schedule change to the outbound departure from 6:15
A.M to 6:30 P.M. Expedia was advised by the airlines that they are no longer offering
refunds for schedule changes starting March 19. *** is offering airline
credit valid for 2 years from the date the flight was cancelled. The customer
may re-book travel up to March 19, 2022.
On March
14, a cancellation of the flights with *** Airlines was initiated by the
customer by calling in to their customer support line. Expedia was advised no
refund would be possible as no schedule change was present. The airlines is
offering flight credit and new travel must be completed by December 31, 2021.
The customer must call Expedia when ready to reschedule new flights.
As Expedia is bound by the policies of each respected airlines, a refund will
not be possible due to the information provided.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
My girlfriend and I were traveling to Costa Rica on the 29th of March 2020. Itinerary number ***. We purchased travel insurance along with our flights. I have been on hold for over 12 hours between two seperate phone calls and have not received a response. I have received no response via email, and no response via live chat. There are no methods of contacting expeida which is unacceptable. If I wish to cancel my trip I am only be offered a flight credit that expires after 12 months. I purchased travel insurance to secure the cost of this trip and now I am not be offered a method to receive a refund. I'm filing this complaint before I go to small claims court to provide a last chance for expeida to return the money we spent. Maybe expedia will be more receptive to the Revdex.com. This is simple however, Costa Rica has closed its borders to foreigners. The *** has been made inaccessible due to the natural disaster of the corona virus. The following is a quote from the trip insurance purchased. "the Insured’s or Traveling Companion’s Primary Residence is made Uninhabitable, or the
Destination is made Uninhabitable or Inaccessible, by Natural Disaster."
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation for itinerary ***. Our records reflect a combined one-way fare with *** and
*** Airlines departing Boston (***) to San Jose, Costa Rica (***) on March
29, 2020, returning April 3, 2020. And a Flight Protection Plan. We understand Mr. is requesting a complete refund due to
the Covid-19 pandemic.
On March
24, 2020 *** Airlines processed a cancellation to the flights making it
eligible for refund as per airlines policies. *** Airlines
processed a refund for both tickets on April 22, 2020 for $757.52 initiated by
customer request.
Expedia initiated the refund for the *** Airlines portion for
the amount of $394.10 and will be processed by *** Airlines. Refunds may
take up to two billing cycles to reflect to the original form of payment. A
refund for the Flight
Protection Plan has been processed by Expedia for $74.00 and may take up to 30
business days to reflect to the original credit card used.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Expedia is not allowing people who don’t travel within 72 hours to contact them. That does not help someone who has covid-19 and unable to hold enough air in their lungs to talk. They refuse to reply to any email or social media message. Unable to contact them by phone. They are refusing customer service to paying customers who want a refund.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation on itinerary ***.
Our records reflect a round-trip fare with *** Airways
departing Sydney,
NSW, Australia (***) to Port Lincoln, SA, Australia (***) on May 3, 2020, returning
May 5, 2020. And a Flight Protection Plan. We understand Mr. is requesting a refund due to the
Covid-19 pandemic.
On April
6, 2020, *** Airways cancelled flights departing from Sydney making the
flight eligible for a refund according to the airlines policy.
A refund
request has been submitted on behalf of Mr.. If approved, allow up to
two billing cycles to reflect back to the original form of payment. An Expedia
representative will update the customer on the refund process via email.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have booked an *** flight for my parents from India to Dallas, USA on Mar 31. But the flight schedule has been changed multiple times over last few weeks. And I don't like them to travel with new flight schedule. Expedia sent me an email if I accept the changes. And I have replied that I don't accept the changes and they mentioned that they will contact me within 5 business days. But they haven't so far. And I wanted to call them and find out. But due to COVID-19 situation, they mentioned that I should contact them only if the travel date is within 72 hours. I have been trying to contact them through phone and chat for last 4 hours, but no response so far.
I have already talked to *** and they are willing to refund. Since I booked through Expedia, Expedia has to initiate the process.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case
number ***) regarding a flight reservation for itinerary ***. Our records reflect a round-trip fare with *** departing Bengaluru,
India (***) to Dallas (***) on March 30, 2020, and returning September 23, 2020. We understand Mr. is requesting a refund due to a schedule
change admitted by the airlines.
On March
25, 2020, *** changed the departure time for flight *** departing at
8:55 P.M. on March 30 to *** departing at 4:30 A.M on March 31. On March 28 a
request for refund has been submitted via email to ***. An Expedia
representative has been working on the record with *** to obtain a waiver
for refund. Mr. has been contacted via email with updates, with the latest
update on April 25 advising the customer Expedia has filled a form ***
requested for a complete refund. Expedia is currently waiting for a reply from
the airlines for the next steps. Please be aware all requests are subject to
approval by ***.
We ask Mr.
*** to wait for an email reply by an Expedia representative as we are working
with *** to obtain the requested refund.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I booked a trip though Expedia.com, my itinerary included a round-trip flight and a hotel stay for 3 nights on a foreign country.
Expedia.com claims on their website: "We follow the policies of our travel partners. Any cancellations, credits for future use, or fees are at their discretion. We cannot waive their policies or fees."
Due to COVID-19 situation I contacted the airline (*** Airlines) and my hotel to verify if I will have any penalties if I cancel my itinerary on Expedia.
My hotel agreed to refund 95% of the reservation cost and the airline company told me I will not have a refund, but I will get credits for reuse on my Expedia account. After 14 days I did't have the hotel refund issued, or the *** credits.
April 27, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package
reservation. We understand Mr. is requesting 95% of his hotel refund and a future travel credit due to the Coronavirus outbreak.
Our records indicate that on March 13, 2020, Mr., or an authorized user of his Expedia account, self-booked a package reservation
using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Miami, Florida to St. John’s,
Antigua on March 14, 2020 and returning on March 17, 2020. With stay at the ***-All Inclusive-couples only.
Upon reviewing this matter, we show Mr. flight was cancelled with a future travel credit as the flight is non-refundable and changes
were permitted. Due to *** Airlines travel advisory they are now waiving change fees and providing greater flexibility to travel, which
must be completed by December 31, 2021.
We reached out to the property to request for a refund however, we are still awaiting a response. We will notify the customer via email once we
receive a response.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject
to the rules and restrictions of those providers. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were
agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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 that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
I had scheduled a flight for two individuals for a vacation to Los Cabos in Mexico departing March 28th, 2020 through Expedia. I cancelled my trip due to COVID-19 governmental recommendations regarding flights to Mexico.. I called Expedia but couldn't get through to them. I then tried to cancel on-line and the message I received from Expedia is that I must talk directly with the Airline, ***. *** will not refund my ticket and will not talk to me over the phone. I paid a premium to have Expedia book the tickets and they should be responsible for taking care of this issue since they sold me the tickets. I also paid for travel protection which in this case should have some type of effect since Mexico is closing the border.
Again, I booked the *** Airlines flights through Expedia for two individuals - *** and ***. The Flight code for departure is *** (March 28th) and the return code is *** (April 4th). The Expedia account is under ***. *** will not accept my calls but since I booked through Expedia, I believe they should be the organization to refund my tickets or at least broker the refund with ***. The onus of the problem should be on Expedia.
April 27, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We
understand Mr. requesting to cancel his reservation with a full refund due to the COVID-19.
Our records indicate that on September 9, 2019, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation
using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Tijuana, Baja California to San
***, Baja California on March 28, 2020 and returning on April 4, 2020. With added Travel Protection Flight Protection Plan.
Upon reviewing this matter, we show Mr. flight was cancelled by *** Airlines. In order to provide a refund request, Mr. needs to
contact *** directly. We have no way of assisting with a refund as this is under *** Airlines authority.
We are pleased to confirm that we processed a refund for your Travel Protection Flight Protection Plan in the amount of $44.00.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.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject
to the rules and restrictions of those providers. Expedia does not own or operate any flights.
While we regret that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez ***
Corporate Correspondence Team
I booked flights for 3 passengers from 3/20/2020-3/23/2020 that were refundable tickets. Due to COVID-19 pandemic, I was unable to travel as planned as I am a healthcare provider and was banned from travel by my employer. I tried for 3 days to contact Expedia via live chat, email, and phone. Live chat said "we are too busy, try again later". Via telephone, I was disconnected after 1 hour on hold three separate times. No response to the email I sent.
The planned trip is now over, none of us were safe to travel. I am seeking to get either refund (preferred) or credit (acceptable) of the price paid. I tried very hard to contact them and was unable to reach them prior to my travel date.
April 27, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We
understand Mr. is requesting a full refund or a future travel credit due to the Coronavirus outbreak.
Our records indicate that on March 13, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a flight reservation
using Expedia’s website, under itinerary *** for three travelers. Departure on *** Airlines from Chicago, Illinois returning
Orlando, Florida on March 20, 2020 and returning on March 22, 2020.
Upon reviewing this matter, we show Mr. departure flight is cancelled with a future travel credit as the flight is non-refundable and
changes were permitted. Due to *** Airlines travel advisory they are now waiving change fees and providing greater flexibility to travel,
which must be completed by December 31, 2021.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject
to the rules and restrictions of those providers. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were
agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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 that his experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
There is no information about how to get these credits. Are they for Expedia or ***? What is the voucher number? Is there a contract information for Expedia? This is a poor response to my question. Also, FYI, I am MRS *** not Mr.
Sincerely
April 29, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our
response and/or resolution offered.
A flight credit is the actual value of your tickets $86.80 total for three passengers $260.40 that can go toward the purchase of a new flight. The passengers are
responsible for any fare difference towards the new flight. However, any exchange fee penalty will be waived as a one time exception due to *** Airlines
travel advisory. Please contact our Customer Service Department when ready to book a new flight.
As you may know, Expedia acts as an independent agent for reservations for airlines, car rental companies, and hotels. Please note that Expedia is bound by
the rules and restrictions of the airlines and we cannot override those policies.
While we regret that Mrs.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
I had purchased 2 tickets for my parents to fly on April 1 from Bolivia to Miami, but my mom, who is 80 years old contracted dengue. Due to this, I knew her immune system would be compromised and before the COVID 19 got out of hand I called the airline to find out what were my options. The airline at the time told me I could get a full refund or change the dates, the only thing I would have to pay was the difference if the tickets changed price. However, they said I would have to go through Expedia because I had booked with them. I have been trying to speak with someone from Expedia for the past month and no person will answer. I went to their pages when they had the option to cancel the bookings due to COVID19 and tried to do it that way, they asked for reservation number and ticket number, but when it got to the airline, they did not have *** in their drop down menu and I had to pick one, so I picked another *** airline. I got an email from Expedia apologizing because they are unable to answer calls and blah blah. I am 4 days away from the trip and still not able to speak with someone to address this issue. The point is, that on their answering service, it says there will be no refunds, only credit, yet had I been served at the time I initiated the process, the airline was going to give me a full refund due to their waiver. I am upset because with this COVID19 emergency, which we know will linger for a long time, will not risking my parents life to have them fly ever again!!! so I need the full refund as it would have been 3.5 weeks ago. I can't do this with an automated system with the push of a button as they intend everyone to do.
April 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $920.86.
Our records indicate on February 4, 2020, Ms. or an authorized user of the account self-booked two one way flights on *** departing on April 1, 2020 from Santa Cruz, Bolivia to Miami, FL and returning on April 17, 2020, via ***
We can confirm on March 30, 2020, the customer called to cancel the reservation due to the virus situation. Our representative checked for a COVID policy and could not locate one. Our representative advised the customer based on the fare rule of the airline the ticket was non-refundable. Our representative advised the customer to contact the airline and file a complaint or file a complaint on their website.
After further review on April 24, 2020, Expedia has been able to verify in the airline system the itinerary was cancelled on March 23, 2020. There was a refund processed April 9, 2020 for $460.43 for each ticket to card ending *** The refund should appear within the next two billing cycles.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
We have received a message from the hotel that they have shutdown the hotel for 12 weeks and both of our reservations are canceled for a full refund without any penalty . The reservations number are Itinerary # *** and *** each for 3 rooms. When I try to cancel the reservations it tells me that I will not receive any refunds.
I have tried multiple times to contact Expedia in various ways. No response whatsoever
Can you please help us receive a full refunds for both reservations. Thank you.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding hotel reservations on itineraries ***
and ***. Our records reflect a total of six rooms at ***. We understand Mr. is requesting a
refund for all six rooms due to the closure of the property.
On April
11, 2020, Mr. or someone with account access processed a cancellation online
via mobile device. *** applied a waiver for a complete refund
of all six rooms for the customer without penalty. A refund has been processed
for a total of $4282.38. Please not refunds may take up to 30 business days to
reflect back to the original form of payment.
No further
action has been taken as Mr.’s needs have been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I had a travel booking to Rome, Italy from 20 March-23 March. However, I been attempting to contact Expedia everyday since 26Feb to cancel our trip due to the US European Command and the government of Italy declaring travel restrictions. We received an email from the CEO of Expedia which states we could cancel our itenarary free of charge. I am only asking that Expedia give us credit so we can book a later trip when COVID19 crisis is over. I've been on hold for hours every day since 26FEB. Expedia has made it nearly impossible for consumers to get refunded, reschedule trip, or receive a credit. The CEO acknowledges exactly what's happening and to blame partners is completely immoral. Expedia needs to have a better way of dealing with this situation. I guarantee Expedia will respond with the same generic message as others received on Revdex.com. I'm empathetic of the world pandemic and corporations receiving a backlog but send a simple email the consumer can fill out (1. enter itinerary number 2. receive refund 3. receive store credit). Why put the consumer through heartache of being put on hold. Also, the site isn't allowing allowing nonrefundable options for some booking and stated we need to call (2-3 hour wait).
April 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. ***, Revdex.com case number *** regarding a request to for a credit. We understand that Mrs. is requesting a credit for future use. Our records indicate on February 10, 2020, Ms. or an authorized user of the account self-booked four roundtrip flights on *** departing on March 20, 2020 from Frankfurt, Germany to Rome, Italy and returning on March 23, 2020, with a three night hotel stay at *** via ***.
We can confirm on there have not been any calls documented on the Expedia account regarding cancelling the reservation.
After further review on April 27, 2020, Expedia has been able to verify in the airline system the itinerary was cancelled by *** on March 17, 2020. Expedia contacted *** and the *** agent advised the flight was cancelled on March 17, 2020 and can be fully refunded. She advised that *** is not giving waiver codes currently for refunds. Stated we will have to contact them back in 14 business days since they are not processing refunds because of the overload of refund request due COVID19. A voucher could be issued but would valid for 12 months from the date of issue for travel date. Contacted the hotel and they are closed but asked that we email them a request. Emailed the hotel asking of they will authorize Expedia to issue a refund for the reservation to due COVID19.
Ms. will need to contact Expedia back after 14 business days. Expedia will contact *** for a waiver code as they advised, hopefully by then the hotel as replied to our email.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The reason there is no documented recording of me calling is because simply could not get an agent on the line. I waited up to 1hr each time. However, I am so happy to see an Expedia agent doing her due diligence in helping those who purchased through Expedia. To know that my concerns aren’t falling on deaf ears is great to see. Thank you DIDI!!!
Sincerely
We have not been able to contact Expedia in order to refund our airline tickets purchased for a trip overseas. As things started shutting down, we attempted several times to call or email them. We could never get through, were put on hold for several hours then always hung up on, and requests sent through their main website were returened saying we need to speak to a representative. Nothing is working and we have been trying for many hours, days and weeks to get ahold of Expedia.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** departing Salt Lake City (***) to Tokyo, Japan (***) on March 28, 2020,
and returning April 11, 2020. We
understand Mr. is requesting a full refund of the airline tickets due
to the Covid-19 travel restrictions.
On April
1, 2020, Mr. or someone with account access called the customer service
line and spoke with an Expedia representative who advised the customer they
processed a refund of $3793.15 for the flights using the policies provided by
***. Refunds may take up to two or more billing cycles to reflect back
to the original form of payment.
No further
action has been taken as the customers request has been fulfilled.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I have attempted to reach Expedia.com multiple times to request refund for travel package and I have been working with Expedia notices and went through their options. Their text support is limited and directed me to customer service. I am unable to find any email to reach Expedia after perusing their website, and I am unable to reach customer service as I kept getting disconnected with each call and waiting in queue for more than 30 minutes. Expedia gives notice of reaching out to customers whose travel plan is in the next 72 hours and I have not heard nor have been able to reach customer service. My flight destination must be cancelled as the destination site is now closed. As I had booked travel packages for a group, credit refunds would not work because of the uncertainty of COVID-19, group individuals require cash back, and it is not our fault that we are not able to travel.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a packaged reservation for itinerary *** . Our records reflect a four night stay at the *** Hotel. And a round-trip fare with *** Airlines departing Los
Angeles (***) to Honolulu (***) on March 30, 2020, returning April 3, 2020 as
well as a car reservation with *** We
understand Mr. is requesting a complete refund .
On March
23, 2020 Mr. or someone with account access processed a cancellation/refund
for both hotel rooms and the car rental in the amount of $1419.96.
On March
22, 2020, *** Airlines processed a schedule change that affected the outbound
portion making the flights eligible for a refund.
Expedia
processed the refund for the flight portion in the amount of $1829.80 authorized
by *** Airlines. Please note, refunds may take up to 30 days to reflect to
the original form of payment used.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
I had placed a reservation with Hotel *** in Chicago, IL on 3/9/2020 through my friends “rewards and perks” system through work. Due to Covid-19, I am unable to meet this reservation since I am pregnant and asthmatic, I am high risk and on quarantine in my home in Iowa. I have made attempts to contact the hotel for over 2 weeks now but finally contacted the hotel on March 20th via *** messenger since they were not answering phones. They let me know although they are extending their refund or change policy to reservations, since it was made thru 3rd party it went through Expedia and I need to contact Expedia to resolve this.
I understand now is an extremely busy time with very high volume of contacts being placed to the company. We’re all in this together! However I was supposed to check in YESTERDAY and still haven’t heard back from Expedia. I’ve contacted them every single day since March 20th. When I request a callback, I get a callback 2-4 hours later and am put on an immediate additional hour + long hold. I’m a mom to a toddler and cannot continue holding. I’ve contacted via phone every day, email twice and I’ve attempted chat at least 10 times but because I do not have an itinerary number I cannot get through to an agent. When I spoke with the hotel they told me their confirmation correspondence and confirmation number should be everything I need but clearly that’s not true.
I do have screenshots of not only my order correspondence but my messages with the hotel as well stating I would need to contact you with all of the reservation confirmation numbers and information so please let me know what’s needed to proceed. Thanks!
April 25, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her
hotel reservation. We understand the customer is requesting a refund of the
booking.Upon research, we are unable to locate an itinerary associated with Ms.
***’s complaint. We respectfully request that Ms. provides us with
the email address used to book the reservation, and the itinerary number. The
requested information will enable us to appropriately address the customer’s
concerns. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Gayana *** Corporate Correspondence
Team
I am unable to travel due to the coronavirus crisis. I am a health care worker on the front lines trying to help with this pandemic. Therefore, I am requesting a full refund. I do not appreciate how Expedia is giving me the run around as I am a very long time customer. I do not want to pay for services I will not receive. My Itinerary # ***. The last four of the credit card used is ***.
April 25, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.
Our records show on March 3, 2020, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines and *** Airways, traveling from Newark, NJ departing to West Palm Beach, FL on April 5, 2020 and returning on April 10, 2020 . The package included a hotel with a stay at *** West Palm Beach, FL for a check in on April 5, 2020 and a check out on April 10, 2020, for a total of $701.35.On April 2, 2020, Ms. contacted Expedia to cancel the hotel reservation due to (COVID-19) concerns. We then cancelled the refundable hotel and processed a refund of $125.05, back to the original form of payment. The time it takes for the refund to post depends upon Ms.’s bank, however, it may take up to thirty days based on delays. On April 3, 2020, Ms. contacted Expedia to cancel the non-refundable flights due to (COVID-19) concerns. Regrettably, we informed Ms. that *** and *** Airways are not issuing refunds. The Airlines are permitting Future Travel Credits for Ms.’s flight reservations, based upon their non-refundable restrictions. The (COVID-19) flexibility policies publicly visible on both Airlines websites strictly states their penalty fees will be waived until, December 31, 2021. Additionally, *** and *** Airways are the merchants of record (the entities that received the funds and are the companies that charged Ms.’s credit card). Furthermore, Ms. accepted the cancellation/Future Travel Credits of $431.10, for *** and $145.20, for *** Airways. On April 25, 2020, Expedia verified both *** and *** Airways (COVID-19) flexibility policies still reflect Future Travel Credits/penalty waivers.See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the package reservation:
• *** cancellation and changes: Tickets are nonrefundable, and changes are not permitted, based on the basic economy restrictions. • *** cancellation and changes: Tickets are nonrefundable, and changes are not permitted, based on the basic economy restrictions. • Cancellations or changes made after 6:59 PM local hotel time, Saturday, April 4, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.• Expedia combined two one-way tickets to get you the best deal on this flight. If you need to make changes or cancel, you'll need to do it twice-once for each one-way ticket.Note: Flight selections are subject to the airlines availability and a possible airfare cost difference.Because of the extraordinary circumstances of the (COVID-19) travel disruptions, we are receiving a high volume of requests for either a travel credit or a refund. Nonetheless, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any airline and we have no control over when, or how often, airlines restrict a flight. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies.Moreover, Ms. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.In order for Ms. to use the travel credits separately, she may contact the following number, (877) ***, for further assistance. While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability by providing her access to each, Future Travel Credit. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel partners. Due to the information provided above, we are unable to honor Ms. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team