Advertisement about onboard credit and continued payment. Full details received after purchase was made.
I purchased a cruise that offered advertising for onboard credit up to 1,000.00. Once the cruise was booked I received detailed instructions about the onboard credit that was not made clear at the time of booking (i.e Payments including full have to be made with a ***, you have to submit a form to receive the onboard credit, credit will not be issued until the 2 day of sailing on cruise
It said that I would be placed on deck 8 but I received a room on the 6th floor.
I paid $274.00 to Expedia Under what I read and saw in their print under false pretends it was only after payment was made that I find out different. I would like a full 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 cruise reservation on itinerary ***. Our records reflect six night *** cruise for two on *** Cruise Lines departing
Miami (***) to Little San
Salvador, Bahamas – *** on July 26, 2020 and returning August 1, 2020. And a Cruise
Travel Protection Plan. We
understand Ms. is requesting a refund due to information
provided at the time of booking.
Upon our
investigation, the itinerary was booked with a master card making the onboard
credit eligible for redemption after filling out the required form. We do not
show any changes to cabin 6230 since the booking was made on January 29, 2020,
however balcony numbers always begin with the number eight and above. The
balcony number does not dictate the cabin deck Ms. will be assigned to.
All the terms and conditions of Ms.’s booking has been
provided that states “A redemption form must be completed by the guest, and
submitted online at least 21 days prior to sailing in order to receive the
onboard credit. Once the redemption form has been submitted, your booking will
be reviewed and, if eligible, the onboard credit will be applied to the booking
within 2-3 weeks prior to your sailing departure date. Only one redemption form
per booking may be submitted. Onboard credit offer is capacity controlled and
may be modified, or withdrawn, without prior notice.”
Expedia
has processed a refund of the $100 deposit and the $174 for the Cruise Travel
Protection. We will not be able to provide a complete refund 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
***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I purchased flights for an international flight, scheduled to leave March 19, 2020. I ALSO purchased traveler's insurance, both through Expedia. On March 13th, I submitted an online form through Expedia per their direction to cancel flight and receive refund. I received an auto-reply stating they had received my request and they would respond within 5 days. I heard nothing. On March 19th, scheduled day of travel, I checked my flight on line to confirm they had cancelled it. They had not! So I immediately cancelled and have been trying to contact them ever since. I have spent countless hours on hold, including the call back option, but when they called I was just put back on hold. I understand the crisis, but this is unacceptable, particularly as I had purchased traveler's insurance. In the interim, I am out nearly $4k with no hope of resolution. I also tried to file a claim through Expedia's selected traveler's insurance "***" and filled out all forms and uploaded all necessary documentation. However, when I submitted, it said "error" despite my meticulous compliance with directions and I was unable to submit.
Expedia.com Response
• Apr 24, 2020
April 24, 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 her
flight reservation. Our records indicate that on February
1, 2020, the customer, or an authorized user of the Expedia account, self-booked
a nonrefundable roundtrip flight for two passengers on Expedia’s website, under
itinerary ***. The booked flight was from Denver, CO, USA, to Split,
Croatia, departing on March 19, 2020, and returning on March 28, 2020. The
customer paid $3,727.10 for the flight. We understand Ms. is
requesting a full refund of her flight. On April 24, 2020, we sent a refund request to *** Airlines
and are waiting for their response. As soon as we hear back from the airline, we
will reach out to the customer with an update and further instructions if applicable. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is
subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Affiliates. The Expedia
Companies and the Expedia Affiliates are not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. The Expedia Companies and the Expedia Affiliates have no
liability and will make no refund in the event of any delay, cancellation,
overbooking, strike, force majeure or other causes beyond their direct control,
and they have no responsibility for any additional expenses, omissions, delays,
re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate Correspondence Team
I booked a roundtrip package through Expedia from San Francisco to Rome connecting in Lisbon ***, leaving March 13, 2020 returning March 21, 2020 for 5 people via ***. Prior to our departure date, the airline cancelled the Lisbon-Rome and Rome-Lisbon leg of our flights. I was able to get a screenshot of the airline website to prove this. I also called *** and an agent confirmed the cancellation and advised I should call Expedia to get a refund. Multiple attempts to Expedia, they denied refunding and was advised to call the airline instead. I called the airline again and they advised the same, to call Expedia.
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 . Our records reflect a multi city fare with *** departing San
Francisco (*** to Lisbon, *** on March 13, 2020 and Lisbon to Rome, Italy
on March 15, 2020 and another departing flight from Rome to San
Francisco on March 21, 2020. We understand Mr. is requesting a refund for these flights
due to a cancellation made by ***.
On March
11, 2020, *** cancelled flight segments from Lisbon to Rome on March
15 and Rome to Lisbon on March 21. The airlines are allowing changes to flights
for alternative travel up to December 31, 2020 and waiving any applicable change
fees. Refunds have been restricted by the airlines due to the Covid-19 pandemic.
An email has been sent to *** to advocate for a refund request.
An Expedia
representative will contact Mr. directly via email or telephone when ***
*** responds to the refund request. Please note, all requests are subject
to approval by ***, and Expedia will do all we can to advocate on
behalf of the customer.
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 bought a flight ticket from expedia, And it says that if I cancel it within 24 hours, there is no penalty for cancelation. But when I tried to cancel it, there is only a link to submit the cancel form, so I submitted the cancel form within 24 hours from my booking. After that, I tried many times to call their customer service and sent email to them to make sure if I cancel my ticket successfully, but no one answered me. After that, I finally get contact with one agent, they said that I was supposed to call them to cancel the ticket instead of submit the cancel form, and refused to give me full refund.
Expedia.com Response
• Apr 25, 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 her flight reservation. Our
records indicate that on March 22, 2020, the customer, or an authorized user of
the Expedia account, self-booked a flight for one passenger on Expedia’s website,
under itinerary ***. The booked flight was from New York, NY, USA, to
Beijing, China, with a connection in Seoul, South Korea, departing on March 23,
2020. The customer paid $2,628.78 for the flight. We understand Ms. Wang is requesting a full refund of her flight. Upon
review, the customer called us on March 24, 2020, and advised she tried to void
the flight within 24 hours from booking and provided a screenshot of the refund
form she submitted to Expedia.On
March 30, 2020, Expedia issued a full refund of the flight in the amount of $2,628.78
back to the customer’s original form of payment. Processing times normally take
up to two billing cycles, the customer may call her bank for more information. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• 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 purchased a packed deal through Expedia.com, that included flight, hotel and rental car. The payment plan was set up through ***. The same day I purchased, I cancelled the flight and car, but kept the reservation for the resort. I was told the refunded would be issued within 7-10 business days. *** stated the refunded would be on Feb. 1. This amount was charged to my bank account on Jan. 29.
3 months later, I still have no refund - and both companies say they are responsible for the refund.
Itinerary # ***
Total amount paid: : $920.23
Loan ID:
Expedia.com Response
• Apr 29, 2020
April 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $920.23.
Our records indicate on January 28, 2020, the reservation was created by *** for *** or an authorized user of the account booked a roundtrip flight on *** Airlines departing on May 4, 2020 from Charlotte, NC to San Jose del Cabo, Baja California Sur, Mexico and returning on May 8, 2020, with four night hotel stay at *** -All Inclusive-Adult Only, along with a four day rental car with *** the Vacation Waiver via ***. Ms *** called in asking for supervisor because reservation was made for only one passenger and there should be two. Our representative offered to make separate reservation and she did not want that. The call was disconnected our representative called back but the call went to voice mail.
On February 24, 2020, the customer contacted our Social Media Team and advised the ticket was voided on January 28th and she has not received a refund as yet. Our representative advised to wait for two billing cycles and to contact *** to get money back.
After further review on April 29, 2020, Expedia spoke with *** om April 24, 2020. *** advised that they are not able to discuss the account without the customer on the line. Expedia advised *** that we can see refunds on the account on April 23, 2020. *** asked that we have the customer contact them at 1-855-*** and they will discuss the account and refund with the customer.
Please accept our apology for any inconvenience that may have been experience with our first communication. 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 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.
Looking to cancel a trip that was scheduled for April 1, 2020. The package (Itinerary # ***) consisting of resort and flight fare was made through ***, which was shown to be a subsidiary of Expedia in their terms and services. I have been on hold for over 4 hours to try to speak an agent at *** because my reservation cannot be found on Expedia and therefore I cannot even connect to an agent there. I cannot cancel the flights on the airline website because the booking was made through the third party. The supervisor I have been emailing has essentially stopped responding. It's really unprofessional and shady - I almost don't believe that anybody is even working. The situation is so confusing, I'm not sure what else to do at this point to try and get my money back.
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 *** (Revdex.com case number ***) regarding their package
reservation. We understand the customer is requesting a full refund of the
booking due to COVID-19.The
customer, or an authorized user of the *** US account, self-booked a package
for two passengers on the *** site, under itinerary ***. The reservation included an
inbound flight with *** Airlines, a returning flight with *** Air
Lines, and a refundable Junior Suite (***) with *** All
Inclusive, Playa del Carmen, Mexico, for April 2-5, 2020. Upon
review, on March 17, 2020, the customer self-cancelled the hotel portion of the
booking for a full refund in the amount of $796.85.On
March 24, 2020, *** Airlines cancelled the customer’s flight from New
York, NY, USA, to Cancun, Quintana Roo, Mexico, due to COVID-19 and issued a
full refund in the amount of $611.20 back to the customer’s original form of
payment. Upon
further review, on April 17, 2020, *** Air Lines issued a full refund of the
returning flight from Cancun, Quintana Roo, Mexico, to New York, NY, USA, in
the amount of $957.02 back to the customer’s original form of payment. No
further action is required as the customer was refunded for the package in
full. Should the customer have questions about refund processing times, they
will need to contact the issuing airline or their bank for more information. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Customer Response
• 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 purchased a vacation package through Expedia including: flights, transportation to and from airport, hotel, along with the travel waiver in February. Due to the COVID 19 virus we had to reconsider our travel. We followed Expedia’s instructions as to wait until 72 hours before our travel( which was today). Normally I would handle this online through canceling, however in order to use the travel waiver I need to call customer service and speak to an agent. I also would like to speak with someone to rebook the trip at a later date instead of canceling. Incompletely understand the havoc that COVID 19 has caused and the unforeseen hardship on travel sites and customers. I have been on hold for a total for 14 hours today without connecting with customer service. Despite the hardship, 14 hours with being disconnected at 2 hours and again at 12 hours is extremely frustrating and unreasonable.
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. Our records reflect a five night stay at the *** - All Inclusive for two adults. A combined
one-way fare with *** and *** departing Minneapolis (***) to Cancun, Quintana Roo, Mexico
(***) on March 29, 2020 and returning April 3, 2020. And a
shuttle service from the airport to the hotel with ***
Mexico We understand Ms. is
requesting a call from Expedia to change her travel dates to a later time.
On March 27,
2020, Ms. or someone with account access called the Expedia customer
support line to inquire About changes and or refund options. An Expedia
representative assisted the customer with cancelling/refunding the hotel and
shuttle service. A change to the flights were made to depart on October 10,2020,
and returning October 15.
No further
action has been taken as Ms.’s needs were 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 24, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia will not provide refund for my canceled flights has promised.
First, at the first of March, Expedia notified me that my airline had changed my flight schedule for a trip over Easter, and ask to me to accept or decline the change. I declined, and received email I would be notified--which never occurred. I repeatedly tried calling Expedia, but received message saying could not accept calls unless travel was within 72-hours.
Next, I received Expedia app notice that I could cancel my flight for a refund if it was COVID-19 related, which in this case was, as reason for trip was no longer applicable (wedding postponed). However, I received an email saying I was being issued an airline credit, but as it was a non-refundable ticket, that there would be a $200 change fee--which both were contrary to the initial notice.
Still cannot get a hold of Expedia.
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 flight reservation. Our records reflect a round -trip fare with *** Airlines
departing Albuquerque
(***) to Des Moines (***) on April 10, 2020, and returning April 12, 2020. We understand Mr. is requesting an Expedia
representative to call him to get a full-refund or full-credit for future
travel.
On March
7, 2020, *** Airlines cancelled the outbound portion of the itinerary due to
a schedule change. The new departure time *** offered was to depart
Albuquerque at 2:05 P.M. rather than 6:00 P.M. Unfortunately these changes do
not qualify for a refund as per *** Airlines policy of six hours or more. Mr.
*** does qualify for future travel credit valid until February 12, 2022.
Change fees will be waived by *** while fare difference may apply.
Mr. was contacted to discuss the validity of his ticket
and a direct email was sent to him with said information as well.
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 booked a flight today 3/26/20 online at expedia.com for $112.00. The flight is less than a week away and with all of the shelter laws I wanted to purchase insurance in case I have to cancel. I received an error but it told me I had 24 hours to cancel or make changes so I completed the purchase. All day I have been attempting to purchase insurance for the flight. I called the toll free number and was on hold for 57 minutes before I was hung up on. I tried again on the link provided to "protect my trip" but I continue getting an error. I have a limited amount of time at which point I will not be able to receive a refund.
Expedia.com Response
• Apr 23, 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 Delta and American
Airlines departing Los Angeles (***) to San Francisco (***). We understand Mr. is
requesting an opportunity to purchase insurance on his purchased airfare.
On March 27,
2020, Mr. or someone with account access voided the flights
online via the Expedia website. The customer has since been refunded in the
amount of $111.80.
We are
truly sorry it was difficult to reach an Expedia representative who could have
helped Mr. purchase travel insurance. A hotel voucher has been added
to Mr.’s account in the amount of $50 for the inconveniences that occurred.
The coupon is valid for pay now hotel bookings valid until May 31, 2021.
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 23, 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 paid for a 3 night trip to Las Vegas through Expedia. At check in, I was informed that my 3rd night was canceled due to *** resorts closing because of Covid-19. My trip was prepaid and I have not been refunded. I cannot get in contact with customer service. I have been trying for two weeks to get my refund for one night and hotel resort fees.
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 the hotel
portion of her reservation. Our records indicate that on February 22,
2020, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's mobile site, under itinerary
*** The package included a roundtrip flight from Charlotte,
NC, to Las Vegas, NV, and a hotel reservation with ***, Las Vegas, NV, for
March 15-18, 2020. We understand the
customer had to check out on March 17, 2020, due to the hotel’s closure in
compliance with the governor’s order in relation to COVID-19. The customer is
requesting a refund of the unused night along with a resort fee.We spoke
with the hotel and per their instructions, we sent an email to their accounting
department, requesting a refund of the unused night and a resort fee. Currently,
we are waiting for the hotel’s response. Once we hear from them, we will notify
you immediately of a resolution. 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 hotel.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• Apr 26, 2020
Complaint: ***
I am rejecting this response because:
On March 17, which is the day we checked out, the receptionist gave us a letter from *** hotel stating that we would receive our refund from our travel agent. If they were responsible for the refund, they would have given it that day. I refuse to believe that Expedia is working to fix the issue simply because they are not answering any of my correspondence regarding this matter but somehow they’ve responded to the Revdex.com. If I cannot get a refund I will dispute this issue with my bank. It’s no ones fault that all of this happened but it is someone’s responsibility to fix it. It’s been over a month and I have received absolutely nothing from Expedia.
Sincerely
On December 25th, 2019, A reservation was booked through expedia.com at *** Hotel *** for the amount of $185.28 for two nights starting December 28th, 2019. On December 28th, 2019, I checked in at *** Hotel ***, took my luggage to my room, and discovered that I had been catfished. The hotel room looked nothing like the image on expedia.com. The place was dull, dirty, and smelled like cigarette smoke. I immediately returned to the front desk and informed the clerk of my concerns, who then indicated that a full refund would be processed when the manager arrived. I also contacted expedia.com, who attempted to contact the manager to issue a refund and provided a coupon for my next stay.
Subsequently, I booked a room at ***, which I attached proof for ease of reference.
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 Mr. *** (Revdex.com case number ***) regarding his
hotel reservation. Our
records indicate that on December 15, 2019, the customer, or an authorized user
of the Expedia account, self-booked a Pay Now hotel reservation on Expedia's website,
under itinerary ***. The booking was with *** Hotel ***, Atlantic
City, NJ, for December 28-30, 2019. We understand the hotel didn’t meet the
customer’s expectations and he’s requesting for a refund. Upon
review, the customer contacted Expedia and requested a refund. As the booking
was already in travel status and inside of penalty, Expedia needed the hotel’s
authorization to issue a refund. Expedia spoke with the hotel’s Front Desk on
multiple occasions, and each time was advised to send a refund request via
email, which we did each time. Unfortunately, we haven’t received any response
from the hotel. On
April 25, 2020, as a courtesy, we issued a refund in the amount of $185.28 back
to the customer’s original form of payment. It may take up to 30 business days
for the refund to process, depending on Mr.’ financial institution. 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 hotel.
Additionally, at the time of booking Mr. 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
We booked a flight from Philadelphia to Chicago for March 27, 2020. We contacted expedia within their 72 hour timeframe window to cancel out flight. We sat on hold for 4 hours ad were then disconnected. Even if we get through weapparently can only get a credit and not a refund which can only be used before December 31,2020 which doesnt solve any issue as this virus could still be a problem at that time. So
Basically the government is bailing out the airlines and travel agencies who are still keeping their ticket money since we wont be able to
Use them. Double dipping. Unacceptable.
Expedia.com Response
• Apr 20, 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 *** Airlines departing Philadelphia
(***) to Chicago (***) on March 27,2020 and returning March 30,2020 . We understand Mr. is requesting a refund for the flight
due to the current global pandemic travel restrictions.
***
Airlines has recently extended their policy to allow travel through December
31,2021. The customer must complete new travel by December 31,2021, change fees
will be waived and fare difference if any will be collected.
The U.S. Department of Transportation restated its
policy requiring airlines to provide travelers with a cash refund if their
flight has been cancelled or significantly delayed by the airline and the
airline hasn’t covered them with an alternate flight. At Expedia Group,
we follow the policies of our partners, so any credit, refund or change is at
the discretion of the travel provider. We understand that *** is
dissatisfied with receiving credit with an airline vs a full refund.
We’ve worked incredibly hard to work with our partners to provide travelers
with as much flexibility as possible during COVID-19. We recognize that
airline credit may not be what the customer was looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through and Expedia Group must follow the airline policies.
Seeing
how the flights were not effected by a schedule change, a refund will not be
possible.
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 searched for a hotel last night to be booked for the next day. The website brought up several options. One of the options listed was stated as "Member Price" no other readily available explanation for this is found on the site. I booked this at the advertised $41 dollars a night for member price. I am an Expedia member, my account lists me as a Blue member.
Apparently after talking w/ expedia customer support, that price is only applicable if you use your reward points. This is very misleading, not clearly stated. They state it will say this if I hover over the advertised price. Nothing shows up when I hover over the price explaining that what they mean by member price is that you have to use your reward points.
Expedia.com Response
• Apr 21, 2020
April 21, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer comment from *** (Revdex.com complaint # ***) regarding feedback about our website.
Our records show on March 25, 2020, Ms. self-booked a hotel reservation for one night. We understand from Ms. feedback she agreed to book a reservation at a lower price by using Expedia points. Ms. has provided feedback mentioning she did not see that points were being used. However, in her case Ms. did want to book at the lower price.
Expedia’s goal is to provide an exceptional customer experience. We appreciate the time Ms. took to provide Expedia.com with the comments regarding the issues he encountered. Before the booking Expedia provides an option to use or not use points that have been accumulated. We do regret any inconvenience Ms. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Because of the coronavirus.. I had to cancel plans..Have not got any response or refund..
Expedia.com Response
• Apr 22, 2020
April 22, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request.
On January 5, 2020, the customer self-booked a hotel reservation for two nights via itinerary number ***. The amount paid for the room was $225.04. Mr. is requesting a full refund of the amount paid.
After reviewing Mr.’s case we contacted the hotel manager at ***. The manager mentioned since the check in date is July 7, 2020, they would not currently authorize a refund. They suggested that the customer checks back by calling Expedia on June 30, 2020, so that the hotel may review the situation at that time. There is no guarantee that the hotel will authorize a refund since the customer agreed to book a non-refundable reservation.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. When using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
Expedia.com Response
• Apr 22, 2020
April 22, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-160779
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request.
On January 5, 2020, the customer self-booked a hotel reservation for two nights via itinerary number ***. The amount paid for the room was $225.04. Mr. is requesting a full refund of the amount paid.
After reviewing Mr.’s case we contacted the hotel manager at *** by *** by the Falls. The manager mentioned since the check in date is July 7, 2020, they would not currently authorize a refund. They suggested that the customer checks back by calling Expedia on June 30, 2020, so that the hotel may review the situation at that time. There is no guarantee that the hotel will authorize a refund since the customer agreed to book a non-refundable reservation.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. When using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• Apr 22, 2020
Complaint: ***
I am rejecting this response because: I do not see that the coronavirus is going to go away anytime soon even though the trip is not until July 7th, 2020.
Sincerely
Customer Response
• Apr 22, 2020
Complaint: ***
I am rejecting this response because: I do not see that the coronavirus is going to go away anytime soon even though the trip is not until July 7th, 2020.
I have been sitting on hold with this company for 2 days and when I say 2 days I mean 2 straight days. I have requested call backs and the calls backs I have received 7 1/2 hours later (one callback was 2:38 this morning by the way) I am being told they can't help me and put me back in the waiting queue for an additional 7 1/2 hours. All I want to do is use my airline credit and book a new flight. I don't understand what's so hard about that? I don't understand how I have spoken to 3 people who all seem to be in "another department" when I am pressing the correct prompts when I call. I don't have another 24 hours to re-book a flight. They need to either have someone from the right department call me so I am able to book my flight or make an option available online to book using the airline credit. Maybe the call volume wouldn't be so high. This is so frustrating.
Expedia.com Response
• Apr 23, 2020
pril 23, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mr. is requesting to exchange his future travel credit.
Our records indicate that on February 21, 2020, Mr., or an authorized user of his Expedia account, self-booked
a package reservation using Expedia’s website, under itinerary *** for a total of three travelers. Departure
on *** Airlines from Columbus, Ohio to Detroit, Michigan on July 3, 2020 and returning on *** Airlines for July 6,
2020. Travel to *** with a car rental from ***.
Upon reviewing this matter, we show Mr. departure flight is cancelled with a future travel credit. To expedite
your request, we would need you on the line to facilitate your request. You may give our Customer Support Desk a call at
our toll-free hotline. Please have your itinerary number, e-mail address or username handy when calling.
While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
On February 5th, 2020 I reserved a room at the *** Hotel in Norfolk, VA. for two nights to attend the *** which was held at the *** March 10th - 14th. On March 12th my check in date the tournament and all activities were cancelled do to the COVID-19 virus. I am seeking a refund of $490.50 because I never checked in as a result.
Expedia.com Response
• Apr 23, 2020
April 23, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation.
Upon researching the complaint the customer did not provide an itinerary number. While the email address is linked to an Expedia account, there is no record of an itinerary being made this year on Mr.’s account. We would suggest that the customer provide an itinerary number or email address used when the booking was completed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary number you may contact Expedia by phone since our wait times are now much lower.
For two weeks I have been trying to get a hold of this company to cancel my trip and Dave have not refunded me my money and when I called him to find out the status they hang up on me I’ll transfer me and leave me on hold for 2 1/2 hours
Expedia.com Response
• Apr 24, 2020
April 24, 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 $941.02. Our records indicate on March 1, 2020 – *** or an authorized user of the account self-booked a roundtrip flight on *** Airlines departing on March 24, 2020 from San Francisco, CA to London, England, with four night hotel stay at ***, along with the Vacation Waiver via ***.
We can confirm on March 15, 2020. the reservation was cancelled online.
After further review on April 24, 2020, Expedia has been able to verify in the airline system the itinerary was cancelled on March 15, 2020. Expedia contacted *** Airline, the ticket is non-refundable the cancellation is applicable to their COVID19 policy. Their COVID19 policy waives the change fee, customer can change their destination of a new ticket and the last date to use new ticket will be 31DEC2021. If there is an increase in cost in the fare difference the customer would be responsible. Expedia called the hotel and they asked that we email them a refund request. Expedia emailed the hotel as they requested and are waiting on their response.
Mr. will need to contact our Customer Service Department at 877-*** to complete the exchange.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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.
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
On Feb 17, 2020, I purchased two round trip airline tickets through Expedia.com, itinerary # ***. Outbound flights were on *** Airlines, return flights on *** Airlines. In advance of travel sought cancellation, as travelers are over 65 years in age, are at high risk for COVID-19, and the state of CA recommended cancellation of unnecessary social contact. I have been able to file an online claim for *** flights. An online claim on the *** Airline flight confirmation number received a message to contact Expedia.com. Ten efforts to call and email Expedia.com about $ 473.40 charges to my credit card have gone unanswered. In fact, Expedia calls end up disconnected, and promised call backs are unfulfilled.
Expedia.com Response
• Apr 24, 2020
April 24, 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 multiple flight reservation.
Our records reflect on February 18, 2020, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Los Angeles, CA to Charleston, SC departing on March 15, 2020 and returning on March 20, 2020. We understand that due to (COVID-19) Ms. is seeking a partial refund under the *** Airlines portion of her reservation.On April 24, 2020, Expedia reviewed *** Airlines Coronavirus flexibility policy on their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2021. This is based upon their non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the outbound fight.
Furthermore, Ms. may visit *** Airlines website to access the credit valued at $416.40, at the following address:
Because of the extraordinary circumstance of (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.On April 23, 2020, Expedia reviewed *** Airlines (COVID-19) flexibility policy on their website which states that Ms., was issued a Future Travel Credit. However, *** Airlines is not permitting a refund but rather a penalty fee waiver before, December 31, 2021. This is based upon their strict basic economy rules. In order to use the *** Airlines Future Travel Credit of, $473.40, Ms. may contact the following number, (877) ***, for assistance.
See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the 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. • 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: Both Future Travel Credits are subjected a possible fare difference.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.While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability by providing access to her, Future Travel Credits. 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 booked this hotel through Expedia a few hours in advance, we got to the hotel to check in went to our rooms and saw that the linens were dirty the bathroom had mold and the hotel had a really bad odor. We did not stay in the room more then 5 mins went back up to the front desk and cancelled immediately... I politely told the guy at the front desk I would like a refund and he got and attitude with me and refused to give me back a refund are my deposit back. He left me at the front desk waiting for my deposit then returned about 10 mins later to give me my deposit back but refuse to give me back the money I spent on the room so I ask for corporate phone number to file a complaint and asked to speak with the manager (***) but she was unavailable at the time and I was told to call back Monday morning... I called Monday morning and *** answered the phone and was very rude and disrespectful and he refused to let me speak with the manager and hung up on me. I continue to call back but never received an answer. I would like a refund please and thank you
Expedia.com Response
• Apr 23, 2020
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding
a hotel reservation. We understand Ms. is requesting a
refund. Upon further research, we are unable to locate an Expedia account related to ***
***’s complaint. We respectfully request that Ms. provide us with the email address used to book the
reservation, and the itinerary number. The requested information will enable us
to appropriately address ***’s concerns. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
I purchased a flight from Expedia.com to fly on *** from Los Angeles to Penang return on the 29th March (Ref ***). I called Expedia on the 4th March to get a credit note and later received an email confirming a credit note was possible. On the 6th March I made another call to Expedia and was waiting in the queue for 1.5 hours before I got through and the representative Vikas, said he wasn't too sure if a credit note was available (contradicting what I was told earlier). I then asked for a cancellation to which he said would cost $605 AUD. The flight itself cost $825 AUD and the itinerary says "Tickets are refundable with a penalty fee of USD200.00 for itinerary cancellations". So even at a an exchange rate of $0.50 AUD for $1 USD this would equate to $400 AUD. I disputed this amount and said it was excessive and asked him to email this in writing. He put me on hold for 10-12 minutes to draft a 3 sentence email.
I proceeded to call *** directly the same day and inquire about their credit note policy. I got through in 10-15 minutes and was advised they don't do credit notes.
After no follow up or contact from Expedia, I tried to call Expedia 3 times on the 10th March. I was on hold for 2 hours each on 2 calls to which the phone disconnected on it's own. There was no indication of wait times only that there was long delay and no option for them to call me back. I attempted to make another call but got disconnected after 15 minutes.
On 14th, I attempted to get a refund on the Expedia website but it was useless. Their is no facility to cancel online. My partner advised there was a form I could fill out, but so difficult to locate. I had to ask him to email me the link. The form was filled and sent back the same day. Automated response was it takes 5 days for a reply. On the 17th & 19th, my flight was rescheduled but no mention of a refund. Am email was received on 25th with link to cancel. I clicked & sent my details again to cancel.
Expedia.com Response
• Apr 30, 2020
Dear Revdex.com,Thank you for taking the time to contact Expedia.com.au regarding an
issue from our customer. We appreciate the Revdex.com allowing us
to address the comments and concerns that have been brought to our attention.
Hotels.com is disheartened that the customer felt their concerns were not
resolved adequately by our company before seeking further actions from you.Expedia.com.au is responding to the consumer complaint from Ms *** Revdex.com case number ***) regarding her disappointing experience with our
customer service team.Upon review, we found that Ms *** contacted us to know about future
credit and after liaising with the *** Airline, the agent shared the
information over an email. When Ms *** called back after couple of days, the
agent found the credit was still applicable and shared the airline's fees
applicable. We found that the agent got confused and shared the fees both ways
instead in total. We have shared this feedback with the customer service
manager to take appropriate actions for the future.Upon checking the airline policy, we have placed a request of full
refund i.e. AUD815.30 (Full ticket value) to the *** Airline and it
will be credited to the original card in up to 8-12 weeks by them.Furthermore, we understand that due to high call volumes, the customer
had to wait and the agents were unable to call back most of the time,
therefore, I have issued a voucher of AUD100 to the customer’s account for the inconvenience and the terms of the vouchers
are available here: ttps://www.expedia.com.au***We do apologize about her experience and
appreciate her understanding in this matter. Please share our investigation details with Ms
Sally *** and let us know in case of any concerns.Regards,Amit ***Priority Customer Escalations AgentExpedia.com.au
Customer Response
• Apr 30, 2020
Dear ***,
Thank you for taking time to review my case. It is much appreciated considering the lack of response from Expedia.
I have no doubt that other customers are in a similar situation with Covid-19, however Expedia's response times have been inadequate to say the least. By comparison, I had booked another flight on *** and had requested a refund online. The refund came through immediately minus a small cancellation fee.
I certainly would not be recommending anyone use Expedia to make future bookings.
Having said that, I am willing to resolution they have proposed to my compliant.
Advertisement about onboard credit and continued payment. Full details received after purchase was made.
I purchased a cruise that offered advertising for onboard credit up to 1,000.00. Once the cruise was booked I received detailed instructions about the onboard credit that was not made clear at the time of booking (i.e Payments including full have to be made with a ***, you have to submit a form to receive the onboard credit, credit will not be issued until the 2 day of sailing on cruise
It said that I would be placed on deck 8 but I received a room on the 6th floor.
I paid $274.00 to Expedia Under what I read and saw in their print under false pretends it was only after payment was made that I find out different. I would like a full 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 cruise reservation on itinerary ***. Our records reflect six night *** cruise for two on *** Cruise Lines departing
Miami (***) to Little San
Salvador, Bahamas – *** on July 26, 2020 and returning August 1, 2020. And a Cruise
Travel Protection Plan. We
understand Ms. is requesting a refund due to information
provided at the time of booking.
Upon our
investigation, the itinerary was booked with a master card making the onboard
credit eligible for redemption after filling out the required form. We do not
show any changes to cabin 6230 since the booking was made on January 29, 2020,
however balcony numbers always begin with the number eight and above. The
balcony number does not dictate the cabin deck Ms. will be assigned to.
All the terms and conditions of Ms.’s booking has been
provided that states “A redemption form must be completed by the guest, and
submitted online at least 21 days prior to sailing in order to receive the
onboard credit. Once the redemption form has been submitted, your booking will
be reviewed and, if eligible, the onboard credit will be applied to the booking
within 2-3 weeks prior to your sailing departure date. Only one redemption form
per booking may be submitted. Onboard credit offer is capacity controlled and
may be modified, or withdrawn, without prior notice.”
Expedia
has processed a refund of the $100 deposit and the $174 for the Cruise Travel
Protection. We will not be able to provide a complete refund 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
***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I purchased flights for an international flight, scheduled to leave March 19, 2020. I ALSO purchased traveler's insurance, both through Expedia. On March 13th, I submitted an online form through Expedia per their direction to cancel flight and receive refund. I received an auto-reply stating they had received my request and they would respond within 5 days. I heard nothing. On March 19th, scheduled day of travel, I checked my flight on line to confirm they had cancelled it. They had not! So I immediately cancelled and have been trying to contact them ever since. I have spent countless hours on hold, including the call back option, but when they called I was just put back on hold. I understand the crisis, but this is unacceptable, particularly as I had purchased traveler's insurance. In the interim, I am out nearly $4k with no hope of resolution. I also tried to file a claim through Expedia's selected traveler's insurance "***" and filled out all forms and uploaded all necessary documentation. However, when I submitted, it said "error" despite my meticulous compliance with directions and I was unable to submit.
April 24, 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 her
flight reservation. Our records indicate that on February
1, 2020, the customer, or an authorized user of the Expedia account, self-booked
a nonrefundable roundtrip flight for two passengers on Expedia’s website, under
itinerary ***. The booked flight was from Denver, CO, USA, to Split,
Croatia, departing on March 19, 2020, and returning on March 28, 2020. The
customer paid $3,727.10 for the flight. We understand Ms. is
requesting a full refund of her flight. On April 24, 2020, we sent a refund request to *** Airlines
and are waiting for their response. As soon as we hear back from the airline, we
will reach out to the customer with an update and further instructions if applicable. Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is
subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Affiliates. The Expedia
Companies and the Expedia Affiliates are not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. The Expedia Companies and the Expedia Affiliates have no
liability and will make no refund in the event of any delay, cancellation,
overbooking, strike, force majeure or other causes beyond their direct control,
and they have no responsibility for any additional expenses, omissions, delays,
re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate Correspondence Team
I booked a roundtrip package through Expedia from San Francisco to Rome connecting in Lisbon ***, leaving March 13, 2020 returning March 21, 2020 for 5 people via ***. Prior to our departure date, the airline cancelled the Lisbon-Rome and Rome-Lisbon leg of our flights. I was able to get a screenshot of the airline website to prove this. I also called *** and an agent confirmed the cancellation and advised I should call Expedia to get a refund. Multiple attempts to Expedia, they denied refunding and was advised to call the airline instead. I called the airline again and they advised the same, to call 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 . Our records reflect a multi city fare with *** departing San
Francisco (*** to Lisbon, *** on March 13, 2020 and Lisbon to Rome, Italy
on March 15, 2020 and another departing flight from Rome to San
Francisco on March 21, 2020. We understand Mr. is requesting a refund for these flights
due to a cancellation made by ***.
On March
11, 2020, *** cancelled flight segments from Lisbon to Rome on March
15 and Rome to Lisbon on March 21. The airlines are allowing changes to flights
for alternative travel up to December 31, 2020 and waiving any applicable change
fees. Refunds have been restricted by the airlines due to the Covid-19 pandemic.
An email has been sent to *** to advocate for a refund request.
An Expedia
representative will contact Mr. directly via email or telephone when ***
*** responds to the refund request. Please note, all requests are subject
to approval by ***, and Expedia will do all we can to advocate on
behalf of the customer.
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 bought a flight ticket from expedia, And it says that if I cancel it within 24 hours, there is no penalty for cancelation. But when I tried to cancel it, there is only a link to submit the cancel form, so I submitted the cancel form within 24 hours from my booking. After that, I tried many times to call their customer service and sent email to them to make sure if I cancel my ticket successfully, but no one answered me. After that, I finally get contact with one agent, they said that I was supposed to call them to cancel the ticket instead of submit the cancel form, and refused to give me full refund.
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 her flight reservation. Our
records indicate that on March 22, 2020, the customer, or an authorized user of
the Expedia account, self-booked a flight for one passenger on Expedia’s website,
under itinerary ***. The booked flight was from New York, NY, USA, to
Beijing, China, with a connection in Seoul, South Korea, departing on March 23,
2020. The customer paid $2,628.78 for the flight. We understand Ms. Wang is requesting a full refund of her flight. Upon
review, the customer called us on March 24, 2020, and advised she tried to void
the flight within 24 hours from booking and provided a screenshot of the refund
form she submitted to Expedia.On
March 30, 2020, Expedia issued a full refund of the flight in the amount of $2,628.78
back to the customer’s original form of payment. Processing times normally take
up to two billing cycles, the customer may call her bank for more information. 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
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 purchased a packed deal through Expedia.com, that included flight, hotel and rental car. The payment plan was set up through ***. The same day I purchased, I cancelled the flight and car, but kept the reservation for the resort. I was told the refunded would be issued within 7-10 business days. *** stated the refunded would be on Feb. 1. This amount was charged to my bank account on Jan. 29.
3 months later, I still have no refund - and both companies say they are responsible for the refund.
Itinerary # ***
Total amount paid: : $920.23
Loan ID:
April 29, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $920.23.
Our records indicate on January 28, 2020, the reservation was created by *** for *** or an authorized user of the account booked a roundtrip flight on *** Airlines departing on May 4, 2020 from Charlotte, NC to San Jose del Cabo, Baja California Sur, Mexico and returning on May 8, 2020, with four night hotel stay at *** -All Inclusive-Adult Only, along with a four day rental car with *** the Vacation Waiver via ***. Ms *** called in asking for supervisor because reservation was made for only one passenger and there should be two. Our representative offered to make separate reservation and she did not want that. The call was disconnected our representative called back but the call went to voice mail.
On February 24, 2020, the customer contacted our Social Media Team and advised the ticket was voided on January 28th and she has not received a refund as yet. Our representative advised to wait for two billing cycles and to contact *** to get money back.
After further review on April 29, 2020, Expedia spoke with *** om April 24, 2020. *** advised that they are not able to discuss the account without the customer on the line. Expedia advised *** that we can see refunds on the account on April 23, 2020. *** asked that we have the customer contact them at 1-855-*** and they will discuss the account and refund with the customer.
Please accept our apology for any inconvenience that may have been experience with our first communication. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Looking to cancel a trip that was scheduled for April 1, 2020. The package (Itinerary # ***) consisting of resort and flight fare was made through ***, which was shown to be a subsidiary of Expedia in their terms and services. I have been on hold for over 4 hours to try to speak an agent at *** because my reservation cannot be found on Expedia and therefore I cannot even connect to an agent there. I cannot cancel the flights on the airline website because the booking was made through the third party. The supervisor I have been emailing has essentially stopped responding. It's really unprofessional and shady - I almost don't believe that anybody is even working. The situation is so confusing, I'm not sure what else to do at this point to try and get my money back.
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 *** (Revdex.com case number ***) regarding their package
reservation. We understand the customer is requesting a full refund of the
booking due to COVID-19.The
customer, or an authorized user of the *** US account, self-booked a package
for two passengers on the *** site, under itinerary ***. The reservation included an
inbound flight with *** Airlines, a returning flight with *** Air
Lines, and a refundable Junior Suite (***) with *** All
Inclusive, Playa del Carmen, Mexico, for April 2-5, 2020. Upon
review, on March 17, 2020, the customer self-cancelled the hotel portion of the
booking for a full refund in the amount of $796.85.On
March 24, 2020, *** Airlines cancelled the customer’s flight from New
York, NY, USA, to Cancun, Quintana Roo, Mexico, due to COVID-19 and issued a
full refund in the amount of $611.20 back to the customer’s original form of
payment. Upon
further review, on April 17, 2020, *** Air Lines issued a full refund of the
returning flight from Cancun, Quintana Roo, Mexico, to New York, NY, USA, in
the amount of $957.02 back to the customer’s original form of payment. No
further action is required as the customer was refunded for the package in
full. Should the customer have questions about refund processing times, they
will need to contact the issuing airline or their bank for more information. 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
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 purchased a vacation package through Expedia including: flights, transportation to and from airport, hotel, along with the travel waiver in February. Due to the COVID 19 virus we had to reconsider our travel. We followed Expedia’s instructions as to wait until 72 hours before our travel( which was today). Normally I would handle this online through canceling, however in order to use the travel waiver I need to call customer service and speak to an agent. I also would like to speak with someone to rebook the trip at a later date instead of canceling. Incompletely understand the havoc that COVID 19 has caused and the unforeseen hardship on travel sites and customers. I have been on hold for a total for 14 hours today without connecting with customer service. Despite the hardship, 14 hours with being disconnected at 2 hours and again at 12 hours is extremely frustrating and unreasonable.
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. Our records reflect a five night stay at the *** - All Inclusive for two adults. A combined
one-way fare with *** and *** departing Minneapolis (***) to Cancun, Quintana Roo, Mexico
(***) on March 29, 2020 and returning April 3, 2020. And a
shuttle service from the airport to the hotel with ***
Mexico We understand Ms. is
requesting a call from Expedia to change her travel dates to a later time.
On March 27,
2020, Ms. or someone with account access called the Expedia customer
support line to inquire About changes and or refund options. An Expedia
representative assisted the customer with cancelling/refunding the hotel and
shuttle service. A change to the flights were made to depart on October 10,2020,
and returning October 15.
No further
action has been taken as Ms.’s needs were 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
Expedia will not provide refund for my canceled flights has promised.
First, at the first of March, Expedia notified me that my airline had changed my flight schedule for a trip over Easter, and ask to me to accept or decline the change. I declined, and received email I would be notified--which never occurred. I repeatedly tried calling Expedia, but received message saying could not accept calls unless travel was within 72-hours.
Next, I received Expedia app notice that I could cancel my flight for a refund if it was COVID-19 related, which in this case was, as reason for trip was no longer applicable (wedding postponed). However, I received an email saying I was being issued an airline credit, but as it was a non-refundable ticket, that there would be a $200 change fee--which both were contrary to the initial notice.
Still cannot get a hold 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 *** Airlines
departing Albuquerque
(***) to Des Moines (***) on April 10, 2020, and returning April 12, 2020. We understand Mr. is requesting an Expedia
representative to call him to get a full-refund or full-credit for future
travel.
On March
7, 2020, *** Airlines cancelled the outbound portion of the itinerary due to
a schedule change. The new departure time *** offered was to depart
Albuquerque at 2:05 P.M. rather than 6:00 P.M. Unfortunately these changes do
not qualify for a refund as per *** Airlines policy of six hours or more. Mr.
*** does qualify for future travel credit valid until February 12, 2022.
Change fees will be waived by *** while fare difference may apply.
Mr. was contacted to discuss the validity of his ticket
and a direct email was sent to him with said information as well.
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 booked a flight today 3/26/20 online at expedia.com for $112.00. The flight is less than a week away and with all of the shelter laws I wanted to purchase insurance in case I have to cancel. I received an error but it told me I had 24 hours to cancel or make changes so I completed the purchase. All day I have been attempting to purchase insurance for the flight. I called the toll free number and was on hold for 57 minutes before I was hung up on. I tried again on the link provided to "protect my trip" but I continue getting an error. I have a limited amount of time at which point I will not be able to receive 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. Our records reflect a combined one way fare with Delta and American
Airlines departing Los Angeles (***) to San Francisco (***). We understand Mr. is
requesting an opportunity to purchase insurance on his purchased airfare.
On March 27,
2020, Mr. or someone with account access voided the flights
online via the Expedia website. The customer has since been refunded in the
amount of $111.80.
We are
truly sorry it was difficult to reach an Expedia representative who could have
helped Mr. purchase travel insurance. A hotel voucher has been added
to Mr.’s account in the amount of $50 for the inconveniences that occurred.
The coupon is valid for pay now hotel bookings valid until May 31, 2021.
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 paid for a 3 night trip to Las Vegas through Expedia. At check in, I was informed that my 3rd night was canceled due to *** resorts closing because of Covid-19. My trip was prepaid and I have not been refunded. I cannot get in contact with customer service. I have been trying for two weeks to get my refund for one night and hotel resort fees.
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 the hotel
portion of her reservation. Our records indicate that on February 22,
2020, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's mobile site, under itinerary
*** The package included a roundtrip flight from Charlotte,
NC, to Las Vegas, NV, and a hotel reservation with ***, Las Vegas, NV, for
March 15-18, 2020. We understand the
customer had to check out on March 17, 2020, due to the hotel’s closure in
compliance with the governor’s order in relation to COVID-19. The customer is
requesting a refund of the unused night along with a resort fee.We spoke
with the hotel and per their instructions, we sent an email to their accounting
department, requesting a refund of the unused night and a resort fee. Currently,
we are waiting for the hotel’s response. Once we hear from them, we will notify
you immediately of a resolution. 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 hotel.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
On March 17, which is the day we checked out, the receptionist gave us a letter from *** hotel stating that we would receive our refund from our travel agent. If they were responsible for the refund, they would have given it that day. I refuse to believe that Expedia is working to fix the issue simply because they are not answering any of my correspondence regarding this matter but somehow they’ve responded to the Revdex.com. If I cannot get a refund I will dispute this issue with my bank. It’s no ones fault that all of this happened but it is someone’s responsibility to fix it. It’s been over a month and I have received absolutely nothing from Expedia.
Sincerely
On December 25th, 2019, A reservation was booked through expedia.com at *** Hotel *** for the amount of $185.28 for two nights starting December 28th, 2019. On December 28th, 2019, I checked in at *** Hotel ***, took my luggage to my room, and discovered that I had been catfished. The hotel room looked nothing like the image on expedia.com. The place was dull, dirty, and smelled like cigarette smoke. I immediately returned to the front desk and informed the clerk of my concerns, who then indicated that a full refund would be processed when the manager arrived. I also contacted expedia.com, who attempted to contact the manager to issue a refund and provided a coupon for my next stay.
Subsequently, I booked a room at ***, which I attached proof for ease of reference.
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 Mr. *** (Revdex.com case number ***) regarding his
hotel reservation. Our
records indicate that on December 15, 2019, the customer, or an authorized user
of the Expedia account, self-booked a Pay Now hotel reservation on Expedia's website,
under itinerary ***. The booking was with *** Hotel ***, Atlantic
City, NJ, for December 28-30, 2019. We understand the hotel didn’t meet the
customer’s expectations and he’s requesting for a refund. Upon
review, the customer contacted Expedia and requested a refund. As the booking
was already in travel status and inside of penalty, Expedia needed the hotel’s
authorization to issue a refund. Expedia spoke with the hotel’s Front Desk on
multiple occasions, and each time was advised to send a refund request via
email, which we did each time. Unfortunately, we haven’t received any response
from the hotel. On
April 25, 2020, as a courtesy, we issued a refund in the amount of $185.28 back
to the customer’s original form of payment. It may take up to 30 business days
for the refund to process, depending on Mr.’ financial institution. 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 hotel.
Additionally, at the time of booking Mr. 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
We booked a flight from Philadelphia to Chicago for March 27, 2020. We contacted expedia within their 72 hour timeframe window to cancel out flight. We sat on hold for 4 hours ad were then disconnected. Even if we get through weapparently can only get a credit and not a refund which can only be used before December 31,2020 which doesnt solve any issue as this virus could still be a problem at that time. So
Basically the government is bailing out the airlines and travel agencies who are still keeping their ticket money since we wont be able to
Use them. Double dipping. Unacceptable.
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. Our records reflect a round-trip fare with *** Airlines departing Philadelphia
(***) to Chicago (***) on March 27,2020 and returning March 30,2020 . We understand Mr. is requesting a refund for the flight
due to the current global pandemic travel restrictions.
***
Airlines has recently extended their policy to allow travel through December
31,2021. The customer must complete new travel by December 31,2021, change fees
will be waived and fare difference if any will be collected.
The U.S. Department of Transportation restated its
policy requiring airlines to provide travelers with a cash refund if their
flight has been cancelled or significantly delayed by the airline and the
airline hasn’t covered them with an alternate flight. At Expedia Group,
we follow the policies of our partners, so any credit, refund or change is at
the discretion of the travel provider. We understand that *** is
dissatisfied with receiving credit with an airline vs a full refund.
We’ve worked incredibly hard to work with our partners to provide travelers
with as much flexibility as possible during COVID-19. We recognize that
airline credit may not be what the customer was looking for, but know that
these are extraordinary circumstances that travel partners are trying to work
through and Expedia Group must follow the airline policies.
Seeing
how the flights were not effected by a schedule change, a refund will not be
possible.
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 searched for a hotel last night to be booked for the next day. The website brought up several options. One of the options listed was stated as "Member Price" no other readily available explanation for this is found on the site. I booked this at the advertised $41 dollars a night for member price. I am an Expedia member, my account lists me as a Blue member.
Apparently after talking w/ expedia customer support, that price is only applicable if you use your reward points. This is very misleading, not clearly stated. They state it will say this if I hover over the advertised price. Nothing shows up when I hover over the price explaining that what they mean by member price is that you have to use your reward points.
April 21, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer comment from *** (Revdex.com complaint # ***) regarding feedback about our website.
Our records show on March 25, 2020, Ms. self-booked a hotel reservation for one night. We understand from Ms. feedback she agreed to book a reservation at a lower price by using Expedia points. Ms. has provided feedback mentioning she did not see that points were being used. However, in her case Ms. did want to book at the lower price.
Expedia’s goal is to provide an exceptional customer experience. We appreciate the time Ms. took to provide Expedia.com with the comments regarding the issues he encountered. Before the booking Expedia provides an option to use or not use points that have been accumulated. We do regret any inconvenience Ms. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel *** Corporate Correspondence Team
Because of the coronavirus.. I had to cancel plans..Have not got any response or refund..
April 22, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request.
On January 5, 2020, the customer self-booked a hotel reservation for two nights via itinerary number ***. The amount paid for the room was $225.04. Mr. is requesting a full refund of the amount paid.
After reviewing Mr.’s case we contacted the hotel manager at ***. The manager mentioned since the check in date is July 7, 2020, they would not currently authorize a refund. They suggested that the customer checks back by calling Expedia on June 30, 2020, so that the hotel may review the situation at that time. There is no guarantee that the hotel will authorize a refund since the customer agreed to book a non-refundable reservation.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. When using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
April 22, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-160779
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel refund request.
On January 5, 2020, the customer self-booked a hotel reservation for two nights via itinerary number ***. The amount paid for the room was $225.04. Mr. is requesting a full refund of the amount paid.
After reviewing Mr.’s case we contacted the hotel manager at *** by *** by the Falls. The manager mentioned since the check in date is July 7, 2020, they would not currently authorize a refund. They suggested that the customer checks back by calling Expedia on June 30, 2020, so that the hotel may review the situation at that time. There is no guarantee that the hotel will authorize a refund since the customer agreed to book a non-refundable reservation.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. When using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because: I do not see that the coronavirus is going to go away anytime soon even though the trip is not until July 7th, 2020.
Sincerely
Complaint: ***
I am rejecting this response because: I do not see that the coronavirus is going to go away anytime soon even though the trip is not until July 7th, 2020.
Sincerely
I have been sitting on hold with this company for 2 days and when I say 2 days I mean 2 straight days. I have requested call backs and the calls backs I have received 7 1/2 hours later (one callback was 2:38 this morning by the way) I am being told they can't help me and put me back in the waiting queue for an additional 7 1/2 hours. All I want to do is use my airline credit and book a new flight. I don't understand what's so hard about that? I don't understand how I have spoken to 3 people who all seem to be in "another department" when I am pressing the correct prompts when I call. I don't have another 24 hours to re-book a flight. They need to either have someone from the right department call me so I am able to book my flight or make an option available online to book using the airline credit. Maybe the call volume wouldn't be so high. This is so frustrating.
pril 23, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mr. is requesting to exchange his future travel credit.
Our records indicate that on February 21, 2020, Mr., or an authorized user of his Expedia account, self-booked
a package reservation using Expedia’s website, under itinerary *** for a total of three travelers. Departure
on *** Airlines from Columbus, Ohio to Detroit, Michigan on July 3, 2020 and returning on *** Airlines for July 6,
2020. Travel to *** with a car rental from ***.
Upon reviewing this matter, we show Mr. departure flight is cancelled with a future travel credit. To expedite
your request, we would need you on the line to facilitate your request. You may give our Customer Support Desk a call at
our toll-free hotline. Please have your itinerary number, e-mail address or username handy when calling.
While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team...
On February 5th, 2020 I reserved a room at the *** Hotel in Norfolk, VA. for two nights to attend the *** which was held at the *** March 10th - 14th. On March 12th my check in date the tournament and all activities were cancelled do to the COVID-19 virus. I am seeking a refund of $490.50 because I never checked in as a result.
April 23, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation.
Upon researching the complaint the customer did not provide an itinerary number. While the email address is linked to an Expedia account, there is no record of an itinerary being made this year on Mr.’s account. We would suggest that the customer provide an itinerary number or email address used when the booking was completed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary number you may contact Expedia by phone since our wait times are now much lower.
Sincerely,
Daniel ***
Corporate Correspondence Team
For two weeks I have been trying to get a hold of this company to cancel my trip and Dave have not refunded me my money and when I called him to find out the status they hang up on me I’ll transfer me and leave me on hold for 2 1/2 hours
April 24, 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 $941.02. Our records indicate on March 1, 2020 – *** or an authorized user of the account self-booked a roundtrip flight on *** Airlines departing on March 24, 2020 from San Francisco, CA to London, England, with four night hotel stay at ***, along with the Vacation Waiver via ***.
We can confirm on March 15, 2020. the reservation was cancelled online.
After further review on April 24, 2020, Expedia has been able to verify in the airline system the itinerary was cancelled on March 15, 2020. Expedia contacted *** Airline, the ticket is non-refundable the cancellation is applicable to their COVID19 policy. Their COVID19 policy waives the change fee, customer can change their destination of a new ticket and the last date to use new ticket will be 31DEC2021. If there is an increase in cost in the fare difference the customer would be responsible. Expedia called the hotel and they asked that we email them a refund request. Expedia emailed the hotel as they requested and are waiting on their response.
Mr. will need to contact our Customer Service Department at 877-*** to complete the exchange.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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.
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
On Feb 17, 2020, I purchased two round trip airline tickets through Expedia.com, itinerary # ***. Outbound flights were on *** Airlines, return flights on *** Airlines. In advance of travel sought cancellation, as travelers are over 65 years in age, are at high risk for COVID-19, and the state of CA recommended cancellation of unnecessary social contact. I have been able to file an online claim for *** flights. An online claim on the *** Airline flight confirmation number received a message to contact Expedia.com. Ten efforts to call and email Expedia.com about $ 473.40 charges to my credit card have gone unanswered. In fact, Expedia calls end up disconnected, and promised call backs are unfulfilled.
April 24, 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 multiple flight reservation.
Our records reflect on February 18, 2020, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Los Angeles, CA to Charleston, SC departing on March 15, 2020 and returning on March 20, 2020. We understand that due to (COVID-19) Ms. is seeking a partial refund under the *** Airlines portion of her reservation.On April 24, 2020, Expedia reviewed *** Airlines Coronavirus flexibility policy on their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2021. This is based upon their non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and is the company that charged Ms.’s credit card) on the outbound fight.
Furthermore, Ms. may visit *** Airlines website to access the credit valued at $416.40, at the following address:
https://www.united.com/***The confirmation code: ***
Because of the extraordinary circumstance of (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.On April 23, 2020, Expedia reviewed *** Airlines (COVID-19) flexibility policy on their website which states that Ms., was issued a Future Travel Credit. However, *** Airlines is not permitting a refund but rather a penalty fee waiver before, December 31, 2021. This is based upon their strict basic economy rules. In order to use the *** Airlines Future Travel Credit of, $473.40, Ms. may contact the following number, (877) ***, for assistance.
See the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the 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. • 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: Both Future Travel Credits are subjected a possible fare difference.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.While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability by providing access to her, Future Travel Credits. 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 booked this hotel through Expedia a few hours in advance, we got to the hotel to check in went to our rooms and saw that the linens were dirty the bathroom had mold and the hotel had a really bad odor. We did not stay in the room more then 5 mins went back up to the front desk and cancelled immediately... I politely told the guy at the front desk I would like a refund and he got and attitude with me and refused to give me back a refund are my deposit back. He left me at the front desk waiting for my deposit then returned about 10 mins later to give me my deposit back but refuse to give me back the money I spent on the room so I ask for corporate phone number to file a complaint and asked to speak with the manager (***) but she was unavailable at the time and I was told to call back Monday morning... I called Monday morning and *** answered the phone and was very rude and disrespectful and he refused to let me speak with the manager and hung up on me. I continue to call back but never received an answer. I would like a refund please and thank you
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding
a hotel reservation. We understand Ms. is requesting a
refund. Upon further research, we are unable to locate an Expedia account related to ***
***’s complaint. We respectfully request that Ms. provide us with the email address used to book the
reservation, and the itinerary number. The requested information will enable us
to appropriately address ***’s concerns. If you have any further questions or concerns regarding this
matter, please feel free to contact us.
I purchased a flight from Expedia.com to fly on *** from Los Angeles to Penang return on the 29th March (Ref ***). I called Expedia on the 4th March to get a credit note and later received an email confirming a credit note was possible. On the 6th March I made another call to Expedia and was waiting in the queue for 1.5 hours before I got through and the representative Vikas, said he wasn't too sure if a credit note was available (contradicting what I was told earlier). I then asked for a cancellation to which he said would cost $605 AUD. The flight itself cost $825 AUD and the itinerary says "Tickets are refundable with a penalty fee of USD200.00 for itinerary cancellations". So even at a an exchange rate of $0.50 AUD for $1 USD this would equate to $400 AUD. I disputed this amount and said it was excessive and asked him to email this in writing. He put me on hold for 10-12 minutes to draft a 3 sentence email.
I proceeded to call *** directly the same day and inquire about their credit note policy. I got through in 10-15 minutes and was advised they don't do credit notes.
After no follow up or contact from Expedia, I tried to call Expedia 3 times on the 10th March. I was on hold for 2 hours each on 2 calls to which the phone disconnected on it's own. There was no indication of wait times only that there was long delay and no option for them to call me back. I attempted to make another call but got disconnected after 15 minutes.
On 14th, I attempted to get a refund on the Expedia website but it was useless. Their is no facility to cancel online. My partner advised there was a form I could fill out, but so difficult to locate. I had to ask him to email me the link. The form was filled and sent back the same day. Automated response was it takes 5 days for a reply. On the 17th & 19th, my flight was rescheduled but no mention of a refund. Am email was received on 25th with link to cancel. I clicked & sent my details again to cancel.
Dear Revdex.com,Thank you for taking the time to contact Expedia.com.au regarding an
issue from our customer. We appreciate the Revdex.com allowing us
to address the comments and concerns that have been brought to our attention.
Hotels.com is disheartened that the customer felt their concerns were not
resolved adequately by our company before seeking further actions from you.Expedia.com.au is responding to the consumer complaint from Ms *** Revdex.com case number ***) regarding her disappointing experience with our
customer service team.Upon review, we found that Ms *** contacted us to know about future
credit and after liaising with the *** Airline, the agent shared the
information over an email. When Ms *** called back after couple of days, the
agent found the credit was still applicable and shared the airline's fees
applicable. We found that the agent got confused and shared the fees both ways
instead in total. We have shared this feedback with the customer service
manager to take appropriate actions for the future.Upon checking the airline policy, we have placed a request of full
refund i.e. AUD815.30 (Full ticket value) to the *** Airline and it
will be credited to the original card in up to 8-12 weeks by them.Furthermore, we understand that due to high call volumes, the customer
had to wait and the agents were unable to call back most of the time,
therefore, I have issued a voucher of AUD100 to the customer’s account for the inconvenience and the terms of the vouchers
are available here: ttps://www.expedia.com.au***We do apologize about her experience and
appreciate her understanding in this matter. Please share our investigation details with Ms
Sally *** and let us know in case of any concerns.Regards,Amit ***Priority Customer Escalations AgentExpedia.com.au
Dear ***,
Thank you for taking time to review my case. It is much appreciated considering the lack of response from Expedia.
I have no doubt that other customers are in a similar situation with Covid-19, however Expedia's response times have been inadequate to say the least. By comparison, I had booked another flight on *** and had requested a refund online. The refund came through immediately minus a small cancellation fee.
I certainly would not be recommending anyone use Expedia to make future bookings.
Having said that, I am willing to resolution they have proposed to my compliant.
Best Regards