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
If you're on this page, I don't feel the need to describe what is happening with my current review. *** has cancelled our flights and we have no way to get to our destination.I have been lied to by Expedia employees. Please help us get our Credit on this trip. This is Global pandemic. *** has handled our credits in a very timely, professional manner. I would rate Expedia.com 0 stars at this time if that was an option.
I booked a flight with Expedia for the 25th of March 2020 on my mobile app from Johannesburg to Seoul. *** Airways cancelled the flight due to the COVID-19 restrictions. I contacted the airline for a change or cancellation of the flight. I was told to contact the agency because I had not booked directly with the airline.
I called the agency and waited on the line for about two hours without assistance. When I finally spoke to an agent he told me he was unable to assist and that I should send an email and wait for a response. I sent an email, only to be told to contact the ce again. I called again and requested for a refund and I was told the ticket is non-refundable. I asked to change the date of travel to and there was no available flight within the initial price range. The agent told me there was nothing he could do to assist.
I cannot afford the available tickets because I had initially paid $600 for the ticket. So I need a refund.
Expedia.com Response
• Mar 31, 2020
Expedia Priority Reference Number: ***Dear Revdex.com,This email is in reference to the recent correspondence shared by Ms. *** under complaint number ***. We understand that the customer would like to have a refund. I contacted the airline to get a full refund waiver, however, the airline has denied the full refund request. Due to the circumstances, the airline provides two options on the existing bookings. Firstly, the airline allows the customer to change the travel date before 30th Jun'20 without any charge. Secondly, the refund is allowed with the cancellation penalty of 100 USD.Based of our subsequent findings and review, we wouldn't be able to initiate a full refund of the booking. Regretfully, our response cannot be more favorable as we have to abide by the policy of the airline.We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached.If the customer is inclined with any of the options provided above, kindly let us know.If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Harish ***Priority Customer Escalations AgentExpedia
Customer Response
• Mar 31, 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 will accept the refund with a 100USD penalty even though I was not at fault for the cancellation of the flight.
Sincerely
Customer Response
• Apr 13, 2020
Dear sir/madam
I filed a complaint against Expedia about a few weeks ago. The complaint was successfully solved and I was informed I'd be getting a refund. However, I have not received it or any form of communication.
The person who assisted me is *** (engagement consultant). I would like to know about the progress of my case. Thank you
regards
Expedia.com Response
• May 19, 2020
Expedia Priority Reference Number: ***Dear Revdex.com,This email is in reference to the recent correspondence shared by Ms. *** under complaint number *** As the customer has agreed for a refund with a penalty. I have a initiated a refund and the refund will get credited to the original form of payment within 8-12 weeks.We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached.If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Harish ***Priority Customer Escalations AgentExpedia
I have visited *** from March 13th to 15th, and I do have a complaint to the hotel *** on ***. My friend's money in the wallet and mine both were stolen by the cleaner in this hotel, and the reception staff's attitude was worse as they did not accept that and also refused to compensate or call the policemen.
Several reasons I believe this issue was made by its cleaners.
I only lost part of my money, not all of them. I lost 10 USD and 500 Mexican Peso, and I totally have 15 USD and 2000 Mexican peso, which a suspect only took one highest denomination banknotes. My friend lost 100 USD and 500 Mexican Peso, which was also taken the highest denomination banknotes.
Since this is the trip with 3 people, I collected the mutual fund and we counted it every day, and I am very clear that how much money I did have and how much money I was stolen. I found my money was lost on the second night of the hotel, which was March 14th, and I try to solve this issue in the early morning on March 15th. In that night, based on the feature of losing money, I believe the cleaner of that hotel had a big problem.
On March 15th, I checked the video and it showed that only the cleaner entered the room. I did bring my wallet every day and only that day I did not since I went to a water theme park.
I believe this is the cleaner's problem, but the reception staff told me that since I did not put my wallet in the safety box located on another floor, they did not have any compensation for us. This attitude is very worst, and I did need to leave *** before noon, I have to leave and give up arguing and plan to discuss with Expedia for such a situation.
In fact, when I returned back to my room, the windows were opened and other people may just enter to my room, but this is still their problem. Also, I never ever saw that in the register, the client's sign specifies that the hotel is not responsible for lost valuables outside the safe box.
Expedia.com Response
• Apr 23, 2020
April 23, 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 Mr. *** (Revdex.com case number ***) regarding a hotel reservation. On February 24, 2020, Mr. or an authorized account user self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel accommodation was with *** on ***, ***, Mexico for a check in on March 13, 2020 and check out on March 15, 2020, at a total of $129.60.On March 25, 2020, Mr. contacted Expedia to claim that he experienced theft during his stay. Therefore, Mr. requested that Expedia obtain a full refund for his used hotel accommodation on his behalf. We then made several attempts to reach *** to seek authorization to refund Mr. reservation. Regrettably, the hotel was unavailable at the time of our refund inquiries.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, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, and the hotel’s policies which were agreed to by Mr. at the time of booking, expressly states:
Term of Use: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.*** on *** - Adults Only:Cancellations or changes made after 11:00 AM local hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.We regret to hear Mr. was unfortunate circumstances at the ***. If one of our customers has an experience like Mr.’s during their trip, we want to take the appropriate actions. We encourage our customers to contact us immediately which enables us to attempt to find a resolution during the stay. However, we do not show that Mr. communicated his issues with the hotel to Expedia until March 25, 2020.
As a courtesy, on April 13, 2020, Expedia processed a refund of $129. 60, back to Mr.’s original form of payment. The time it takes for the refund to post depends on how quickly Mr.’s bank processes refunds generally up to thirty days due to our current delays.
In addition, we issued a $100 voucher to Mr.’s Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until April 30, 2021.
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 a flight in February for 2 to Oklahoma for a wedding that was taking place on March 28th. The coronavirus has put a stop to travel and the wedding. I put in a request to cancel the nonrefundable flight and rental car. I received an email from Expedia saying I was issued an airline credit. I cannot contact them to dispute and am not happy with that response. I had no choice other than to cancel. Our governor has told us all here in Vegas to stay at home unless absolutely necessary and I am doing just that. This company needs to be more accommodating and issue a full refund for this along with all the other people in the world who are having this happen.
Expedia.com Response
• Apr 21, 2020
April 21, 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 $654.30.
Our records indicate on February 20, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airlines departing on March 27, 2020 from Las Vegas, NV to Oklahoma City, OK and returning on March 29, 2020; along with a one day rental car from *** and the Collision Damage Plan via ***.
We can confirm on March 25, 2020, the reservation was cancelled electronically by the customer request. On March 27, 2020, an Expedia representative issued a refund for $20.00 to the original card for the Collision Damage Plan.
After further review on April 21, 2020, in review of the reservation there are no notes or documentation on the reservation in regards to cancelling the reservation. Expedia reviewed *** Airline COVID19 policy, it is as follows:
Bought your ticket before May 31, 2020, for travel between March 1 and September 30, 2020, you can rebook without change fees*. Buy a new trip March 1 – May 31, 2020, for all future travel, you can also change it a later date without change fees. Plus, if you have a ticket that is expiring between March 1 and September 30, 2020, the value of your unused ticket can be used for travel through December 31, 2021. You may owe any difference in ticket price.The *** reservation was a Pay Later reservation. Expedia contacted *** and their Billing Department confirmed the reservation was not picked up and they did not charge for the reservation.
Since the *** Airlines tickets are non-refundable and their COVID19 policy allows a free exchange, Ms. will need to contact our Customer Service Department at 877*** to exchange the tickets.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on above Expedia will not be able to honor the refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Dec 31st 2019 I was on vacation with my family in San Francisco, decided to buy *** (card that gives access to attractions in the city) through my Expedia Card. The 7 tickets (Total $532) were valid for just 1 day. I bought the tickets late at night around 7pm because there was a disclaimer saying that "if the tickets are bought after 3pm, it will be valid till next day". This information was decisive to make me buy the ticket. Otherwise I would not buy the tickets around 7pm since most attractions close 8pm. So, I bought the tickets, redeemed, and went to first attraction. Next day, when I went to the second attraction I was informed the tickets were expired. The lady from the attraction suggested me call expedia since the tickets were not supposed to be expired. I called expedia over on the phone, explained everything. They opened a dispute/claim and put the credit back to my card 1 week later. After 3 months, In March2020 expedia reverse the credit and said they favored their supplier, saying they were correct. And suggested me reopen the dispute and bring proof (documents) showing I was right, which I did a couple days later. Now they are charging the $532. And I have no answer from them. I sent emails and no answer.
Expedia.com Response
• Apr 22, 2020
April 22, 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 $532.00 for the activity passes that were on redeemed once.
Our records indicate on December 31, 2020, Mr. *** or an authorized user of the account self-booked seven 1-Day, *** All-Inclusive passes via ***. A confirmation email was emailed to the email address on file.
We can confirm on January 1, 2020, the customer called in and advised the vendor stated he could redeem his passes on January 1, 2020, even if he redeemed them on December 31, 2019 after 3pm. The customer stated he received them December 31, 2019 after 7pm and redeemed and on January 1, 2020 when they tried using the passes they were expired. The customer would like a full refund. Our representative emailed the vendor to verify if they would authorize a refund.
After further review on April 22, 2020, Expedia was able to review the noted and documentation on the account along with the emails. We reviewed the confirmation itinerary, which states as follows:
The pass is valid for the number of consecutive calendar days purchased (not 24-hour periods), beginning on the first day of use. Your pass is only activated when you visit your first attraction. You may visit each attraction once per day unless otherwise noted.
Based in the first attraction being redeemed on December 31, 2020, the passes would have been expired on January 1, 2020.
Please note that Expedia serves as a third-party intermediary with travel providers such as activities, hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Mr. *** accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 22, 2020
There was a bunner and sign on the website when I bought saying if the ticket was redeemed after 3pm would be valid until next day. Also, do you really think would make sense redeem a ticket at 7pm since most attraction close at 8pm? That was my first concern, actually. So, that sign (bunner) about the exception and my due diligence going to one attraction's front desk and confirm the information made me feel comfortable to buy the ticket.
myself, my wife and my daughter are ready and able to travel to Australia on April 11th 2020. Your travel Partners *** Airlines are not, they cannot let Americans travel to Australia so Expedia needs to cancel not me.
I'm ready to fulfill my end of the contract Expedia is not! full refund including the Expedia waiver insurance cost. You recommended Insurance to me and I got it, but I'm not utilizing it. don't you have insurance for these circumstances where you cannot fulfill your contract?
Contacted Expedia by chat, left Phone # to cancel trip package Was contacted by Expedia representative(name: Ron) on March 24,2020 @2:27 pm. Asked to refund for trip Expedia unable to fulfill contract. if need be, use the vacation waiver Insurance I have for the two booking I wish to cancel.He did not want to process cancellation as per vacation waiver instruction said I needed to speak to a different rep.put on hold then hung up on. this is a method Expedia uses not to process cancellation claims.
Expedia.com Response
• Apr 22, 2020
April 22, 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 $4436.31 for two reservations that have been cancelled.
Our records indicate on February 25, 2020, Mr. or an authorized user of the account self-booked a round trip flight on *** Airlines departing on April 11, 2020 from San Diego, CA, USA to Sydney, NSW, Australia and returning on April 20, 2020, along with a seven night hotel stay at *** Hotel along with the Vacation Waiver via ***
On March 5, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** Airlines departing on April 11, 2020 from San Diego, CA, USA Sydney, NSW, Australia and returning on April 20, 2020, along with a seven night hotel stay at *** Hotel along with the Vacation Waiver via ***.
We can confirm on April 10, 2020, Expedia received an email from Mr. asking to cancel the reservation.
After further review on April 22, 2020, Expedia contacted *** Airlines and confirmed the cancellations. They advised their flights were operational. We have been able to verify that Mr. filed a dispute with his financial institution on both reservations. Mr. would need to show Expedia proof that the dispute has been closed in order for Expedia to release any information regarding the flights. As a one-time courtesy Expedia reviewed the hotel cancellation and issued a refund for each of the hotel reservations in the amount of $502.70. The refunds will appear back on the original form of payment within 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 26, 2020
Complaint: ***
I am rejecting this response because:the rep Ron(see original complaint) would not honor the vacation waiver insurance by putting back on hold then 2 hours latter then hung up phone, to avoid honoring insurance. also threatening not to come to a agreement on this matter because of my legal right to dispute with by credit card company.
Sincerely
Expedia.com Response
• May 12, 2020
May 12, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Ms. complaint regarding Expedia having remove Itinerary *** from cancelled trip to upcoming trip. Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia was able to confirm no changes have been made on the account since the last Revdex.com complaint. On April 22, 2020 prior to verification that a dispute had been filed, Expedia issued a $502.70 refund for the *** hotel reservation on itinerary *** We verified the charges were disputed with the customer’s financial institution. Since filing the dispute, the financial institution takes precedence over our case we suggest that the customer contact his financial institution for a resolution. Since the dispute was filed the itineraries are not valid, even though itinerary *** is showing in upcoming on your Expedia account.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 12, 2020
Complaint: ***
I am rejecting this response because: Expedia Rep. Ron on March 24, 2020 refused to process the Vacation waiver insurance for the two itinerary's as stated by the insurance to call Expedia and they would process the cancellation at that Time!. Ron refused to process the claims. Expedia did not act in A+ Revdex.com accredited Manor , Expedia acted like a F rated Revdex.com business. social media shows thousand of complaints of Expedia not communicating by emails or phone calls. Expedia unavailability will cause customers to GIVE UP! That is there business plan now. I would like this Revdex.com complaint to show this statement.
Sincerely,
***
***All supporting documentation redacted by Revdex.com
I bought a ticket with Expedia and I am unable to contact them for support. I certainly understand that the COVID-19 has added an extra load on their call center, buy is totally unacceptable that there is no way to contact Expedia or talk to a representative.
I urgently need help with my reservation as it seems the airline has changed my flights and has made a big mistake on it. The airline refuses to help saying that it has to be solved by my travel agency (but at least they attend customer calls).
Expedia.com Response
• Apr 22, 2020
April 22, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We
understand Mr. is requesting a full refund as the airline initiated schedule change option is not acceptable. Our records indicate that on March 22, 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 two travelers. Departure on *** from Orlando, Florida on April 9, 2020 and returning April 24, 2020,
with add car rental with ***.
Upon reviewing this matter, we show Mr. cancelled his package reservation and received full refund on April 6, 2020.
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 TeamTell us why here...
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've been trying to reach someone from expedia for 2 weeks now. I been on hold for 2-4 hours each time I've called over 7 times. Now it's the day before the scheduled trip and I still cant get a hold of them. I've already bypassed them and called the hotel letting them know that we wont be staying with them because *** is closed. They said they returned the money back to expedia and we need to contact them. I called *** airlines and they offered us the option to use our tickets for future use. So now I just need expedia to answer their damn phone. I havent got a hold of a person yet. I tried doing it online, but when I try to cancel it says no refunds, so I cant even do it that way. My itinerary is: ***. Please someone help.. it was over $1,000. When I am on hold they just end up hanging up on me after 4 hours.
Customer Response
• Mar 26, 2020
I'm updating you to let you guys know I was refunded the hotel amount of $698.55 via online booking management. I still have not talked to anyone from expedia though. The system seems to hang up on people when they have been on hold for 4 hours straight. I got vouchers for our tickets from ***, but wanted a refund from expedia.
Expedia.com Response
• Apr 23, 2020
April 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 Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand Mrs.
*** is requesting a full refund instead of a future travel credit due to the Coronavirus outbreak.
Our records indicate that on February 5, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for six travelers. Departure on *** Airlines from San Jose, California on March 26, 2020 and returning on
March 29, 2020. Travel to *** - ***.
Upon reviewing this matter, we show Mrs. *** departure flight is cancelled with a future travel credit as the flight is non-refundable and changes
were not permitted. Due to *** Airlines travel advisory they are now waiving change fees and providing greater flexibility to travel using credits on or before
September 30, 2022.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at
the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret that 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,
My granddaughter's graduation has been canceled due to virus. Expedia will not refund money if I cancel the reservation for May 29,2020. I think that this is a reasonable amount of notification time, especially due to the Virus situation.
Expedia.com Response
• Apr 23, 2020
April 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 Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Upon further research, we were unable to locate an Expedia account or reservation with the itinerary number and email address provided related to your complaint. We respectfully request that you provide us with the correct itinerary number of the booking or/and the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
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,Di-Di ***Corporate Correspondence Team
We booked a trip last summer with Expedia (a flight through *** Airlines). 2 days after we booked, my husband was diagosed with cancer and started chemo and radiation and could no longer travel. We cancelled the trip and received an airline credit with an expiration date of April 2, 2020. He finally got the "all clear" from his doctor last week, so we now have a week to contact Expedia to book something else, or get an extension. I understand that the COVID-19 situation has impacted Expedia's customer service efforts, but I have called, no lie, 6 days in a row, multiple times a day. Some days they have technical difficulties and cannot take callers, but all other times I called, I've been disconnected without ever getting to a customer service rep (keep in mind, I was on hold about 2 hours each time). I did manage to get through once, and the rep was in the process of helping me book a trip, but our call got disconnected and I never received a call back. He also indicated that their policy states that I can NOT get an extension on my credit. I even tried calling *** 3 times (again waiting HOURS on hold) but each time they told me their hands are tied and Expedia needs to resolve this. I found 2 email addresses for Expedia and emailed them with no response. I went onto their website and used their customer service chat, only to be told that all reps are busy and to "try again later". Obviously we would have traveled sooner but my husband was not in any condition to travel, and doctor only cleared him last week. So far we've been doing everything right, calling, waiting patiently on hold for HOURS, emailing, attempting the online chat, even calling the airline and waiting for hours on hold even though they can't help us. I don't know what else to do at this point. Our credit expires in a few days - how many more times do I have to wait for hours on hold only to be disconnected? I'm afraid we will lose this money at a time when we cannot afford to.
Customer Response
• Apr 01, 2020
From: ***> Sent: Tuesday, March 31, 2020 6:15 PM To: Resolutions Subject: #***
Hello, I have an update to complaint #***. Expedia has issued a refund, I am satisfied and I consider this issue resolved.
I booked a trip for my daughter and I through Expedia to Ireland, flying on March 5th and returning home to the US on the 14th. On Wednesday the 11th March, we received notification that President Trump was cancelling all entries to the USA from Europe. So, for the safety of my daughter and I, we decided to try and change our itinerary, and fly home sooner. I went on Expedia's website that night and the website was down, and I could not change my flight details. My wife at home in the States called them, and was told she would be on a 5hr hold to even talk with a customer service agent. I went on the app also on my phone and the site was also down. I tried also to get on the airline carrier & after 2.5hrs on hold, we decided the best thing to do was purchase 2 one-way tickets home. I feel let down harshly by Expedia, and the airline industry, and should not have to incur these costs for a service that wasnt available to me when I needed it most. I expect a full refund of the additional flight I had to purchase, and also filed a claim with AIG, as I did purchase insurance. I could not even cancel the flights I already had, as the website was down. If I do not receive full reimbursement, I will absolutely take the appropriate legal action and seek council.
Expedia.com Response
• Apr 23, 2020
April 22, 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 $2400.00 for the replacement reservation that was purchased.
Our records indicate on January 4, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing on March 5, 2020 from Phoenix, AZ, USA to Shannon, Ireland and returning on March 14, 2020, along with the Flight Protection Plan via ***.We can confirm on March 11, 2020, via our back office system Expedia was able to review the conversation online with our representative online. The customer asked about cancelling the flight on March 14, 2020 and getting another flight back to the United States. Our representative advised it could take five hours and somewhere during the wait the connection was lost.
After further review on April 23, 2020, Expedia is unable to retrieve the Expedia account or any of the details, notes or communication on the account, the account appears to be cancelled. Expedia contacted *** and they advised their flight on March 14, 2020 was operational and there is no COVID19 policy that is applicable; the ticket is a lost value.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are unable to honor the refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 23, 2020
Complaint: ***
I am rejecting this response because:
Sincerely
Customer Response
• Apr 23, 2020
Their response isn't good enough, nor will I accept it. As a consumer, I wasn't given the ability to change my flight as their website was down, thats not my fault. And I expect a full refund or I will start a legal claim. The website was down and hold time was well over 5hrs. Pandemic or not, they didn't provide me the service they promised. How was I supposed to change my flight if I couldn't log into their website. I'll fight this in a court of law
Expedia.com Response
• Apr 27, 2020
April 27, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding a $2400.00 refund request for tickets that he purchased to return home.After further review of your complaint we can determine that no new information has been provided, thus, Expedia continues to stand by its original reply. As stated in our original response, Expedia was unable to retrieve the Expedia account or any of the details, notes or communication on the account, the account appears to be cancelled. Expedia contacted *** and they advised their flight on March 14, 2020 was operational and there is no COVID19 policy that was applicable; the ticket is a lost value.
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Based on above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 27, 2020
They have cleary side stepped my question on their website being down, and I was unable to change my travel plans, nor did they any representatives available by phone.
I dont need to hear the corporate BS as to them being a third party, I know this already. They clearly failed by not having a website available nor a representative available by phone, a 5hr wait time and then being hung up on is not acceptable. I'll see them in court, and am gathering enough data from other customers with similar types of experience to pursue a class action. They'll take notice then. Their response is invalid, and not accepted.
My spouse and I purchased airline tickets 3/7/20 to fly to NYC for a visit; because of the pandemic and everything going on, it was suggested that we cancel out flight. The phone lines were busy on 3/12/20 and we could not reach a representative to process the cancellation. We submitted a document (which we have copies of) to expedia.com to cancel the flight. Upon purchasing the tickets, insurance was added to them which stated that a refund can be issued 24 hours in advance of our flight and there a was list of reasonable cancellations covered by the insurance: "...the following unforeseeable events or their consequences which occur while coverage is in effect under this policy..." There was a detailed list that included being ‘quarantined’; granted we are not officially quarantined, but our state (California) and DoD service-members including dependents, are under orders to stop moving at this time. The rep. could not provide an id number and only provided a name, *** (spoken to on 3/25/20 from about 4:50p to about 5:25p CST). We attempted to inform the rep. that we were under DoD orders to not travel (documented) and even more so, we were advised to self-quarantine as much as possible; not to mention California’s shelter in place orders. The rep. stated that the policy does not indicate that this is considered a refundable occasion despite this unprecedented global situation. However, on 3/25/20; between 3:30p and 4:05p CST, we spoke with the insurance provider (rep.Cali, ID# ***) and were informed that in order to get our refund, we are required to cancel the flight first (via expedia/airline) and then submit a claim through insurance to be able to get a refund. The rep. did add that we needed to inform the provider that we would like to decline the airline credit and obtain a full refund for the tickets. We could not reach the airline but eventually we received the aforementioned call by the expedia rep., ***.
Expedia.com Response
• Apr 23, 2020
April 23, 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 $713.80. Our records indicate on March 7, 2020, Mr. *** or an authorized user of the account self-booked two round trip flight on *** Airlines departing on March 28, 2020 from Sacramento, CA to New York and returning on April 2, 2020, along with the Cancellation Plan via ***.
We can confirm on March 25, 2020, the customer called and is asking for a refund due to the insurance he has on the reservation. Our representative of the terms and conditions.
After further review on April 23, 2020, Expedia has been able to verify the reservation was cancelled online. *** Airline COVID19 policy allows the reservation to be cancelled and their policy extends the 12 month validity period to a 24 month validity period based on the date the ticket was issued. The ticket is non-refundable, *** Airlines has a future credit of $332.90 per ticket, new travel must be booked and travel on by March 6, 2021, they are offering a free exchange of the ticket. The customer would need to contact the provider of the Cancellation Plan regarding their policy in regards to COVID19.
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
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.
I realize that every business is suffering from the impact of Covid19. I also realize that travel companies are likely inundated with dealing with travel plan cancellations and changes. What I can't understand is why I cannot reach an Expedia agent via telephone, email or chat. I have spent so much time trying to reach this company, but have been unsuccessful. Some of their automated messages state that agent are too busy to take calls unless you are traveling within 72 hours. Other automated messages state that Expedia is having techinal difficulties and can't take your call. It has been this way for 2+ weeks. Expedia emailed me to notify me of Airline initiated changes to my upcoming flights on 4/12 and asked me if those changes were acceptable or not. I chose that the changes were not acceptable and I received an automated message advising Expedia would call me within 24-48 hours, but that was 6 days ago and no call. I have sent emails, called other numbers, tried to do chat messages but I cannot reach anyone. Expedia is a big company with a lot of cash and resources, so I find all of this unacceptable. I feel they are making it extremely difficult for people to reach them so they will be forced to cancel on their own forfeiting their refund for future travel funds. We are all hurting financially. I realize Expedia will take a hit, but so will all of us consumers. Expedia should use their billions to hire people in need of work to help them with temporary customer service. I know so many people who are having the same problem and we are all equally frustrated because we could really use that refund right now.
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 $1193.60. Our records indicate on January 8, 2020, Mr. or an authorized user of the account self-booked four one way flight on *** Airlines departing on April 12, 2020 from Seattle, WA to Baltimore, MD via ***.
We can confirm on January 9, 2020, the customer called in since her son and father have the same name. The customer purchased ticket with son’s middle name, not full name. The website would not let her delete name but date of birth are different. Her son has a learners permit and does not have a passport. Our representative advised a passport is not necessary to show when flying in US.
On February 18, 2020, the customer called to change dates, our representative advised there is a $125 change fee per person plus any difference in fare. The customer requested a refund and our representative advised it is not possible. Customer stated he may call the insurance provider.
After further review on April 24, 2020, Expedia has been able to verify the itinerary was cancelled by *** Airline on April 2, 2020. Expedia called *** Airlines and they advised the ticket shows refund on their end. The *** Airlines agent verified their system that they spoke with *** and processed a refund on April 2, 2020 to the original form of payment. *** Airlines advised that their refund will take one to two billing cycles to appear back on the credit card statement.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor a refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 24, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although Expedia did nothing to help resolve this matter for me...*** Airlines did so the matter is resolved. I am still incredibily dissatisfied with Expedia's inability to answer a phone call or an email over the course of a 3 week time period. The lack of service was unacceptable.
I had booked and paid for a hotel. Itinerary # ***. We had to cancel due to COVID-19 pandemic and travel advisory/quarantine advisory. We would have not cancelled if it had not been for the state of emergency issued by government to stay home. I think it is wrong that Expedia will not refund me for my hotel. It was a total of $661.44. That is robbing the American people.
Expedia.com Response
• Apr 23, 2020
April 22, 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 $661.44 for the cancelled hotel reservation.Our records indicate on March 12, 2020, Ms. *** or an authorized user of the account self-booked a four night hotel reservation at ***, checking in on March 17, 2020 and checking out on March 21, 2020, via ***.
We can confirm on March 17, 21, and 25, 2020, Expedia had multiple CHAT conversations with Ms..
After further review on April 23, 2020, Expedia was able to review the reservation and confirmation itinerary. Expedia contacted the hotel regarding the reservation and they advised the reservation was a no show. The hotel authorized Expedia to refund guest. Expedia has issue a refund for $661.44 to the original card that ws charged. The refund will appear within the next 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I purchased plane tickets for 4 total passengers several months ago through Expedia. The airline (***) cancelled our flights a few days ago, and since I booked the tickets through Expedia, I can only request a refund from Expedia instead of from the airline directly. I have attempted numerous times to contact Expedia by phone, email, and social media, and I cannot get in contact with anyone. I am within the 72 hour timeframe Expedia requires to discuss my itinerary, but still cannot get through to speak with a representative.
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 Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on July 25, 2019, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chattanooga, TN, USA to Iguazu, Argentina departing on March 28, 2020 and returning on April 3, 2020, for a total of $5,411.56. We understand that Mr. is seeking a refund for the flight reservation due the flight being cancelled. On December 25, 2020, Mr. contacted Expedia to discuss the schedule change that affected ***’s scheduled flight. The options provided by *** Airlines did accommodate the customer’s trip plans. The most suitable flight was accepted by Mr., therefore, we sent the updated confirmation via email.On April 17, 2020, Mr. contacted Expedia to inform us that *** Airlines qualified his reservation, for a refund due to the airline-initiated cancellation. We then reached out to *** Airlines to determine Mr.’s initial refund claim. On March 14, 2020, due to (COVID-19) circumstances Argentina banded (non-residents) entry, *** Airlines then cancelled Mr.’s reservation. On behalf of Mr., we submitted a request for a full refund to *** Airlines. Upon further review, on April 24, 2020, we contacted *** Airlines for refund confirmation and the current status. The airline advised that Mr.’s refund is processing, however, an unprecedented number of refund requests, has caused extreme delays. The refund will take up to 90 days to post back to the customer’s original form of payment. In addition, Expedia serves as a third-party intermediary we do not own, operate or otherwise run any airline and we are subject to the refund timeframe provided to us by the travel provider. *** Airlines is (the entity that received Mr.’s funds and is the company that charged his credit card). Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.In conclusion, Mr. may contact *** Airlines directly to validate the status of his refund as they are the merchant of record, at the following number 1 (800) ***.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, Melanie ***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.
I booked a rental unit via Expedia online. The day I was supposed to check in the county of Miami-Dade announced they were closing all hotels and short-term rentals due to COVID-19 and mandating that guests leave in two days. I messaged the rental contact - *** on *** – their preferred way to communicate - and asked them if this impacted my trip. I was advised not to check-in and told that I would receive a full refund. I messaged them directly asking where my refund was – no response. I filed a claim with Expedia, they denied it. I spoke to four different people at Expedia and I am still trying to get my money back. Expedia reviewed my proof of correspondence with the hotel showing they told me I would get a refund and still denied me a refund.
Expedia.com Response
• Apr 24, 2020
April 24, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel reservation refund request.
After reviewing the complaint I contacted the vendor at the phone number on file. The vendor is not currently unavailable and the property is closed due to Covid-19. According to their voicemail message they believe they will reopen by May 15, 2020. At that time we recommend that Ms. contacts Expedia so we may advocate on his behalf and ask the vendor for authorization of a refund.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us so we may assist.
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• Apr 24, 2020
Complaint: ***
I am rejecting this response because:I contacted Expedia in the past and they contacted the building twice. I have case numbers of this - *** and ***. The building refused to issue a refund even though I have it in writing (attached) that they would provide a refund if I did not check in. They told me not to check in due to Florida not allowing them to operate.
Expedia should advocate for their customers. It does not matter if they are a third party when a customer has proof they were defrauded. Expedia never even looked at the messages I have (attached).
I am not dropping my case.
Sincerely
Expedia.com Response
• Apr 30, 2020
April 30, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel refund request.
We would like to inform Mr. that while the hotel may have sent him messages regarding a refund, we must confirm with the hotel. Since the hotel is not currently open we recommend that the customer checks back with us at the previous date provided. Expedia may not refund without authorization from management at the hotel.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800***
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• May 01, 2020
Complaint: ***
I am rejecting this response because:
Clearly you did not read my response. First, my name is not ***. Second, while I understand you need to contact the hotel - in my previous note I provided you with two Expedia case numbers where your staff at Expedia already contacted the hotel and they refused a refund, despite the proof of promise of a refund supplied in the previous attached text messages.
I don't appreciate Expedia dragging this out and lying. The case numbers and the attached messaged in my prior note prove I am entitled to a refund. I am not dropping my dispute.
Sincerely
Expedia.com Response
• May 07, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel refund request.
We once again recommend that the customer checks back with us by phone at the previous date provided. We regret to inform Mr. that Expedia may not refund without authorization from management at the hotel. Upon contact with management at the hotel we can let them know of the messages Mr. received. At this time we must inform Mr. there will not be a refund made by Expedia.
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 at 1-800***
I went home to Maine on March 9th. My mother passed away on March 10th. This ticket was one way due to the fact I wasn't sure when I would be returning home. My sister and I had may things to attend to over the next week. I had made a return flight to Pennsylvania for March 21st. Due to the spreading of the coronavirus I wanted to change my flight to Wednesday March 18th. I didn't want to take the chance of the airlines being shut down as I'm sure you understand. I called *** Airlines to see if I could change my flight. They were wonderful and wanted desperately to help me due to my circumstances but unfortunately unable to do so since I went through a third party for my ticket. I tried for hours the afternoon and evening of
March 17th to reach expedia. UNSUCCESSFULLY. Waiting on the line for an hour only to have call dropped. Another time holding for 45 minutes with dropped call again. I tried three different number from the airline as well as expedia's website. I ended up contacting *** Airlines and booking a return flight on March 18th from Bangor, Maine to Williamsport, Pensylvania which cost me $294. Not only did I have to pay $160 to expedia but then an extra $294 on top of that. This frustrated me at first then made me mad as well since I couldn't contact expedia in any way shape or form. Needless to say I tried. I also attempted to contact expedia for a week after I returned home with no success again. I fly 2 - 3 times a year and liked expedia's price but no more since this situation!!
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 one-way fare with *** Airlines
departing Bangor
(***) to Philadelphia (***) on March 21, 2020. We
understand Ms. is requesting a refund of $294 she paid to ***
Airlines, after she was unable to reach Expedia’s customer service line to make
changes to itinerary ***.The fare
that Ms. purchased is an “Expedia Bargain Fare” with *** Airlines,
and does not allow changes as stated at the time of purchase and in her confirmation
email. The policy of the ticket is as follows:
(Airline rules and restrictions)Tickets are nonrefundable, nontransferable, and cannot be canceled or changed.We do
apologize that Ms. was unable to reach an Expedia representative,
however changes are not possible with this fare type and therefore we cannot
offer compensation of $294.
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
Complaint: ***
I am rejecting this response because this event happened at the time of the coronavirus and expedia was offering free cancellations and changed of flights due to the pandemic. I purchased a ticked for March 21st for $160. That's the flight I needed changed to the earlier date of March 18th to get back to Pennsylvania from Maine before the state shutdowns. Thus I was unable to reach expedia to change my flight with much frustration. I had to purchase a new ticket for March 18th from *** airlines just because of expedia being unable to handle the call volume. I would at least like to be compensated for the $160. This loss of money is due to the inefficiency of expedia and their inability to figure out how to handle the volume of calls at the time of this pandemic. Please have a heart and think about family situations in our country at this time. I don't have money to throw away. Under regular circumstances I understand the non-refundable policy. This was in no way an ordinary circumstance. It was beyond anyone's control. Thank you
I booked a flight to Bali through Expedia and due to corona virus we were unable to travel, I booked with 5 other people all of them which got their money back and with me they are only offering a voucher I provided them with all the correct information on all our itinerary numbers then said I had to wait for a waiver code from *** I waited 72 hours still no email then I call back to see what was going on with my refund and they said I can only get a voucher I then call *** directly they sent me an email saying my flight is still open and is up to Expedia to give me refund or voucher I call back to Expedia and they sent to a special team which no one contacted me in another 72 hours and they said my friends got theor money back before they changed the policy which was hours after I even called the first time there shouldn’t be any reason I’m being ping ponged back and forth between *** and Expedia when I booked through Expedia and they won’t refund my money like they did my friends please help me we booked through the same place Expedia and giving is two different treatments then I ask for my voucher code and they hang up after waiting 3 hours each day to speak to someone
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 round-trip fare with *** departing New York
(***) to Denpasar, Indonesia (***) on March 19, 2020 and returning March 29,
2020. We understand Ms. is requesting a
refund of $928 as she was unable to travel due to the Covid-19 outbreak.
On March 26,
2020 Ms. or someone with account access called the Expedia customer
service line and spoke with one of our representatives who had advocated the
refund request to *** by calling in to their support line. The representative
spoke with *** in Dubai who advised the tickets are non-refundable and only valid
for future travel credit. The customer escalated the call to a corporate team member
who granted the customer with two options. An option of keeping flight credit
with Emirates, or a refund of the ticket less $300. The customer accepted the
refund of $628.95.
As a one
time courtesy, a refund of the remaining $300.00 has been processed due to the
conflicting information Ms. received as to why her friends tickets were
eligible for refunds and not her own.
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. Refunds may take up to
30 business days to reflect Sincerely,Michael ***Corporate Correspondence Team
Booked a flight on Expedia on 2/22 for 04/03 flight from Chicago to Warsaw and ***. Contacted Expedia was told I would have to contact be airline for a refund. Called *** was told I have to go thru agency Expedia. *** site clearly shows all flights are cancelled until 4/11 and eligible for a full refund. Tried using th Expedia link they sent me it is only giving me an option to get an airline credit for future use which I do not need. Per us dept of transportation passengers ar engined to a refund if airline cancels th flight which is the case here. This is what an airline also endorses. Meanwhile Expedia Does not want to issue a refund. Response from ***, they have help desk for agents. If they have problems they should be resolving this with help desk's help and without telling passenger to contact us. I am really sorry, that you're getting opposite information. /
Expedia.com Response
• Apr 23, 2020
April 23, 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 $954.04 for the cancelled flight reservation.
Our records indicate on February 22, 2020, Precious *** or an authorized user of the account self-booked a round trip flight on *** Airlines departing on April 3, 2020 from Chicago, IL to Tel Aviv, Israel and returning on April 13, 2020, via ***.
We can confirm on March 27, 2020, the customer called for a refund for flight. The flight was no longer operating. Our representative checked the status. Our representative checked the airlines website in case of cancelled flight.
On March 28, 2020, customer called for status of refund and our representative advised the airline authorized the refund and initiated the refund process with *** Airline.
After further review on April 23, 2020, Expedia reviewed the reservation and there is a credit appearing on the reservation for $954.05. We contacted *** Airlines and they advised they cancelled the flight and it is fully refundable. Verified the refund request was submitted to *** Airlines on March 28, 2020. Expedia also verified there was an Attorney General case that is being worked on with the identical results.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
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
If you're on this page, I don't feel the need to describe what is happening with my current review. *** has cancelled our flights and we have no way to get to our destination.I have been lied to by Expedia employees. Please help us get our Credit on this trip. This is Global pandemic. *** has handled our credits in a very timely, professional manner. I would rate Expedia.com 0 stars at this time if that was an option.
I booked a flight with Expedia for the 25th of March 2020 on my mobile app from Johannesburg to Seoul. *** Airways cancelled the flight due to the COVID-19 restrictions. I contacted the airline for a change or cancellation of the flight. I was told to contact the agency because I had not booked directly with the airline.
e again. I called again and requested for a refund and I was told the ticket is non-refundable. I asked to change the date of travel to and there was no available flight within the initial price range. The agent told me there was nothing he could do to assist.
I called the agency and waited on the line for about two hours without assistance. When I finally spoke to an agent he told me he was unable to assist and that I should send an email and wait for a response. I sent an email, only to be told to contact the c
I cannot afford the available tickets because I had initially paid $600 for the ticket. So I need a refund.
Expedia Priority Reference Number: ***Dear Revdex.com,This email is in reference to the recent correspondence shared by Ms. *** under complaint number ***. We understand that the customer would like to have a refund. I contacted the airline to get a full refund waiver, however, the airline has denied the full refund request. Due to the circumstances, the airline provides two options on the existing bookings. Firstly, the airline allows the customer to change the travel date before 30th Jun'20 without any charge. Secondly, the refund is allowed with the cancellation penalty of 100 USD.Based of our subsequent findings and review, we wouldn't be able to initiate a full refund of the booking. Regretfully, our response cannot be more favorable as we have to abide by the policy of the airline.We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached.If the customer is inclined with any of the options provided above, kindly let us know.If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Harish ***Priority Customer Escalations AgentExpedia
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 will accept the refund with a 100USD penalty even though I was not at fault for the cancellation of the flight.
Sincerely
Dear sir/madam
I filed a complaint against Expedia about a few weeks ago. The complaint was successfully solved and I was informed I'd be getting a refund. However, I have not received it or any form of communication.
The person who assisted me is *** (engagement consultant). I would like to know about the progress of my case. Thank you
regards
Expedia Priority Reference Number: ***Dear Revdex.com,This email is in reference to the recent correspondence shared by Ms. *** under complaint number *** As the customer has agreed for a refund with a penalty. I have a initiated a refund and the refund will get credited to the original form of payment within 8-12 weeks.We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached.If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Harish ***Priority Customer Escalations AgentExpedia
I have visited *** from March 13th to 15th, and I do have a complaint to the hotel *** on ***. My friend's money in the wallet and mine both were stolen by the cleaner in this hotel, and the reception staff's attitude was worse as they did not accept that and also refused to compensate or call the policemen.
Several reasons I believe this issue was made by its cleaners.
I only lost part of my money, not all of them. I lost 10 USD and 500 Mexican Peso, and I totally have 15 USD and 2000 Mexican peso, which a suspect only took one highest denomination banknotes. My friend lost 100 USD and 500 Mexican Peso, which was also taken the highest denomination banknotes.
Since this is the trip with 3 people, I collected the mutual fund and we counted it every day, and I am very clear that how much money I did have and how much money I was stolen. I found my money was lost on the second night of the hotel, which was March 14th, and I try to solve this issue in the early morning on March 15th. In that night, based on the feature of losing money, I believe the cleaner of that hotel had a big problem.
On March 15th, I checked the video and it showed that only the cleaner entered the room. I did bring my wallet every day and only that day I did not since I went to a water theme park.
I believe this is the cleaner's problem, but the reception staff told me that since I did not put my wallet in the safety box located on another floor, they did not have any compensation for us. This attitude is very worst, and I did need to leave *** before noon, I have to leave and give up arguing and plan to discuss with Expedia for such a situation.
In fact, when I returned back to my room, the windows were opened and other people may just enter to my room, but this is still their problem. Also, I never ever saw that in the register, the client's sign specifies that the hotel is not responsible for lost valuables outside the safe box.
April 23, 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 Mr. *** (Revdex.com case number ***) regarding a hotel reservation. On February 24, 2020, Mr. or an authorized account user self-booked a hotel reservation on Expedia’s website, under itinerary ***. The hotel accommodation was with *** on ***, ***, Mexico for a check in on March 13, 2020 and check out on March 15, 2020, at a total of $129.60.On March 25, 2020, Mr. contacted Expedia to claim that he experienced theft during his stay. Therefore, Mr. requested that Expedia obtain a full refund for his used hotel accommodation on his behalf. We then made several attempts to reach *** to seek authorization to refund Mr. reservation. Regrettably, the hotel was unavailable at the time of our refund inquiries.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, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, and the hotel’s policies which were agreed to by Mr. at the time of booking, expressly states:
Term of Use: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.*** on *** - Adults Only:Cancellations or changes made after 11:00 AM local hotel time, Friday, March 6, 2020 are subject to a hotel fee equal to 100% of the total amount paid for the reservation.If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.We regret to hear Mr. was unfortunate circumstances at the ***. If one of our customers has an experience like Mr.’s during their trip, we want to take the appropriate actions. We encourage our customers to contact us immediately which enables us to attempt to find a resolution during the stay. However, we do not show that Mr. communicated his issues with the hotel to Expedia until March 25, 2020.
As a courtesy, on April 13, 2020, Expedia processed a refund of $129. 60, back to Mr.’s original form of payment. The time it takes for the refund to post depends on how quickly Mr.’s bank processes refunds generally up to thirty days due to our current delays.
In addition, we issued a $100 voucher to Mr.’s Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until April 30, 2021.
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 a flight in February for 2 to Oklahoma for a wedding that was taking place on March 28th. The coronavirus has put a stop to travel and the wedding. I put in a request to cancel the nonrefundable flight and rental car. I received an email from Expedia saying I was issued an airline credit. I cannot contact them to dispute and am not happy with that response. I had no choice other than to cancel. Our governor has told us all here in Vegas to stay at home unless absolutely necessary and I am doing just that. This company needs to be more accommodating and issue a full refund for this along with all the other people in the world who are having this happen.
April 21, 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 $654.30.
Our records indicate on February 20, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** Airlines departing on March 27, 2020 from Las Vegas, NV to Oklahoma City, OK and returning on March 29, 2020; along with a one day rental car from *** and the Collision Damage Plan via ***.
We can confirm on March 25, 2020, the reservation was cancelled electronically by the customer request. On March 27, 2020, an Expedia representative issued a refund for $20.00 to the original card for the Collision Damage Plan.
After further review on April 21, 2020, in review of the reservation there are no notes or documentation on the reservation in regards to cancelling the reservation. Expedia reviewed *** Airline COVID19 policy, it is as follows:
Bought your ticket before May 31, 2020, for travel between March 1 and September 30, 2020, you can rebook without change fees*. Buy a new trip March 1 – May 31, 2020, for all future travel, you can also change it a later date without change fees. Plus, if you have a ticket that is expiring between March 1 and September 30, 2020, the value of your unused ticket can be used for travel through December 31, 2021. You may owe any difference in ticket price.The *** reservation was a Pay Later reservation. Expedia contacted *** and their Billing Department confirmed the reservation was not picked up and they did not charge for the reservation.
Since the *** Airlines tickets are non-refundable and their COVID19 policy allows a free exchange, Ms. will need to contact our Customer Service Department at 877*** to exchange the tickets.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on above Expedia will not be able to honor the refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Dec 31st 2019 I was on vacation with my family in San Francisco, decided to buy *** (card that gives access to attractions in the city) through my Expedia Card. The 7 tickets (Total $532) were valid for just 1 day. I bought the tickets late at night around 7pm because there was a disclaimer saying that "if the tickets are bought after 3pm, it will be valid till next day". This information was decisive to make me buy the ticket. Otherwise I would not buy the tickets around 7pm since most attractions close 8pm. So, I bought the tickets, redeemed, and went to first attraction. Next day, when I went to the second attraction I was informed the tickets were expired. The lady from the attraction suggested me call expedia since the tickets were not supposed to be expired. I called expedia over on the phone, explained everything. They opened a dispute/claim and put the credit back to my card 1 week later. After 3 months, In March2020 expedia reverse the credit and said they favored their supplier, saying they were correct. And suggested me reopen the dispute and bring proof (documents) showing I was right, which I did a couple days later. Now they are charging the $532. And I have no answer from them. I sent emails and no answer.
April 22, 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 $532.00 for the activity passes that were on redeemed once.
Our records indicate on December 31, 2020, Mr. *** or an authorized user of the account self-booked seven 1-Day, *** All-Inclusive passes via ***. A confirmation email was emailed to the email address on file.
We can confirm on January 1, 2020, the customer called in and advised the vendor stated he could redeem his passes on January 1, 2020, even if he redeemed them on December 31, 2019 after 3pm. The customer stated he received them December 31, 2019 after 7pm and redeemed and on January 1, 2020 when they tried using the passes they were expired. The customer would like a full refund. Our representative emailed the vendor to verify if they would authorize a refund.
After further review on April 22, 2020, Expedia was able to review the noted and documentation on the account along with the emails. We reviewed the confirmation itinerary, which states as follows:
The pass is valid for the number of consecutive calendar days purchased (not 24-hour periods), beginning on the first day of use. Your pass is only activated when you visit your first attraction. You may visit each attraction once per day unless otherwise noted.
Based in the first attraction being redeemed on December 31, 2020, the passes would have been expired on January 1, 2020.
Please note that Expedia serves as a third-party intermediary with travel providers such as activities, hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Mr. *** accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
There was a bunner and sign on the website when I bought saying if the ticket was redeemed after 3pm would be valid until next day. Also, do you really think would make sense redeem a ticket at 7pm since most attraction close at 8pm? That was my first concern, actually. So, that sign (bunner) about the exception and my due diligence going to one attraction's front desk and confirm the information made me feel comfortable to buy the ticket.
Complaint: ***
I am rejecting this response because:
Sincerely
myself, my wife and my daughter are ready and able to travel to Australia on April 11th 2020. Your travel Partners *** Airlines are not, they cannot let Americans travel to Australia so Expedia needs to cancel not me.
I'm ready to fulfill my end of the contract Expedia is not! full refund including the Expedia waiver insurance cost. You recommended Insurance to me and I got it, but I'm not utilizing it. don't you have insurance for these circumstances where you cannot fulfill your contract?
Contacted Expedia by chat, left Phone # to cancel trip package Was contacted by Expedia representative(name: Ron) on March 24,2020 @2:27 pm. Asked to refund for trip Expedia unable to fulfill contract. if need be, use the vacation waiver Insurance I have for the two booking I wish to cancel.He did not want to process cancellation as per vacation waiver instruction said I needed to speak to a different rep.put on hold then hung up on. this is a method Expedia uses not to process cancellation claims.
April 22, 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 $4436.31 for two reservations that have been cancelled.
Our records indicate on February 25, 2020, Mr. or an authorized user of the account self-booked a round trip flight on *** Airlines departing on April 11, 2020 from San Diego, CA, USA to Sydney, NSW, Australia and returning on April 20, 2020, along with a seven night hotel stay at *** Hotel along with the Vacation Waiver via ***
On March 5, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** Airlines departing on April 11, 2020 from San Diego, CA, USA Sydney, NSW, Australia and returning on April 20, 2020, along with a seven night hotel stay at *** Hotel along with the Vacation Waiver via ***.
We can confirm on April 10, 2020, Expedia received an email from Mr. asking to cancel the reservation.
After further review on April 22, 2020, Expedia contacted *** Airlines and confirmed the cancellations. They advised their flights were operational. We have been able to verify that Mr. filed a dispute with his financial institution on both reservations. Mr. would need to show Expedia proof that the dispute has been closed in order for Expedia to release any information regarding the flights. As a one-time courtesy Expedia reviewed the hotel cancellation and issued a refund for each of the hotel reservations in the amount of $502.70. The refunds will appear back on the original form of payment within 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. 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
Complaint: ***
I am rejecting this response because:the rep Ron(see original complaint) would not honor the vacation waiver insurance by putting back on hold then 2 hours latter then hung up phone, to avoid honoring insurance. also threatening not to come to a agreement on this matter because of my legal right to dispute with by credit card company.
Sincerely
May 12, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Ms. complaint regarding Expedia having remove Itinerary *** from cancelled trip to upcoming trip. Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia was able to confirm no changes have been made on the account since the last Revdex.com complaint. On April 22, 2020 prior to verification that a dispute had been filed, Expedia issued a $502.70 refund for the *** hotel reservation on itinerary *** We verified the charges were disputed with the customer’s financial institution. Since filing the dispute, the financial institution takes precedence over our case we suggest that the customer contact his financial institution for a resolution. Since the dispute was filed the itineraries are not valid, even though itinerary *** is showing in upcoming on your Expedia account.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia Rep. Ron on March 24, 2020 refused to process the Vacation waiver insurance for the two itinerary's as stated by the insurance to call Expedia and they would process the cancellation at that Time!. Ron refused to process the claims. Expedia did not act in A+ Revdex.com accredited Manor , Expedia acted like a F rated Revdex.com business. social media shows thousand of complaints of Expedia not communicating by emails or phone calls. Expedia unavailability will cause customers to GIVE UP! That is there business plan now. I would like this Revdex.com complaint to show this statement.
Sincerely,
***
***All supporting documentation redacted by Revdex.com
I bought a ticket with Expedia and I am unable to contact them for support. I certainly understand that the COVID-19 has added an extra load on their call center, buy is totally unacceptable that there is no way to contact Expedia or talk to a representative.
I urgently need help with my reservation as it seems the airline has changed my flights and has made a big mistake on it. The airline refuses to help saying that it has to be solved by my travel agency (but at least they attend customer calls).
April 22, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We
understand Mr. is requesting a full refund as the airline initiated schedule change option is not acceptable. Our records indicate that on March 22, 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 two travelers. Departure on *** from Orlando, Florida on April 9, 2020 and returning April 24, 2020,
with add car rental with ***.
Upon reviewing this matter, we show Mr. cancelled his package reservation and received full refund on April 6, 2020.
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 TeamTell us why here...
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've been trying to reach someone from expedia for 2 weeks now. I been on hold for 2-4 hours each time I've called over 7 times. Now it's the day before the scheduled trip and I still cant get a hold of them. I've already bypassed them and called the hotel letting them know that we wont be staying with them because *** is closed. They said they returned the money back to expedia and we need to contact them. I called *** airlines and they offered us the option to use our tickets for future use. So now I just need expedia to answer their damn phone. I havent got a hold of a person yet. I tried doing it online, but when I try to cancel it says no refunds, so I cant even do it that way. My itinerary is: ***. Please someone help.. it was over $1,000. When I am on hold they just end up hanging up on me after 4 hours.
I'm updating you to let you guys know I was refunded the hotel amount of $698.55 via online booking management. I still have not talked to anyone from expedia though. The system seems to hang up on people when they have been on hold for 4 hours straight. I got vouchers for our tickets from ***, but wanted a refund from expedia.
April 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 Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a package reservation. We understand Mrs.
*** is requesting a full refund instead of a future travel credit due to the Coronavirus outbreak.
Our records indicate that on February 5, 2020, Mrs. ***, or an authorized user of his Expedia account, self-booked a package reservation using
Expedia’s website, under itinerary *** for six travelers. Departure on *** Airlines from San Jose, California on March 26, 2020 and returning on
March 29, 2020. Travel to *** - ***.
Upon reviewing this matter, we show Mrs. *** departure flight is cancelled with a future travel credit as the flight is non-refundable and changes
were not permitted. Due to *** Airlines travel advisory they are now waiving change fees and providing greater flexibility to travel using credits on or before
September 30, 2022.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own or operate any flights. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at
the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret that 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
My granddaughter's graduation has been canceled due to virus. Expedia will not refund money if I cancel the reservation for May 29,2020. I think that this is a reasonable amount of notification time, especially due to the Virus situation.
April 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 Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Upon further research, we were unable to locate an Expedia account or reservation with the itinerary number and email address provided related to your complaint. We respectfully request that you provide us with the correct itinerary number of the booking or/and the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
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,Di-Di ***Corporate Correspondence Team
We booked a trip last summer with Expedia (a flight through *** Airlines). 2 days after we booked, my husband was diagosed with cancer and started chemo and radiation and could no longer travel. We cancelled the trip and received an airline credit with an expiration date of April 2, 2020. He finally got the "all clear" from his doctor last week, so we now have a week to contact Expedia to book something else, or get an extension. I understand that the COVID-19 situation has impacted Expedia's customer service efforts, but I have called, no lie, 6 days in a row, multiple times a day. Some days they have technical difficulties and cannot take callers, but all other times I called, I've been disconnected without ever getting to a customer service rep (keep in mind, I was on hold about 2 hours each time). I did manage to get through once, and the rep was in the process of helping me book a trip, but our call got disconnected and I never received a call back. He also indicated that their policy states that I can NOT get an extension on my credit. I even tried calling *** 3 times (again waiting HOURS on hold) but each time they told me their hands are tied and Expedia needs to resolve this. I found 2 email addresses for Expedia and emailed them with no response. I went onto their website and used their customer service chat, only to be told that all reps are busy and to "try again later". Obviously we would have traveled sooner but my husband was not in any condition to travel, and doctor only cleared him last week. So far we've been doing everything right, calling, waiting patiently on hold for HOURS, emailing, attempting the online chat, even calling the airline and waiting for hours on hold even though they can't help us. I don't know what else to do at this point. Our credit expires in a few days - how many more times do I have to wait for hours on hold only to be disconnected? I'm afraid we will lose this money at a time when we cannot afford to.
From: ***> Sent: Tuesday, March 31, 2020 6:15 PM To: Resolutions Subject: #***
Hello, I have an update to complaint #***. Expedia has issued a refund, I am satisfied and I consider this issue resolved.
Thank you
I booked a trip for my daughter and I through Expedia to Ireland, flying on March 5th and returning home to the US on the 14th. On Wednesday the 11th March, we received notification that President Trump was cancelling all entries to the USA from Europe. So, for the safety of my daughter and I, we decided to try and change our itinerary, and fly home sooner. I went on Expedia's website that night and the website was down, and I could not change my flight details. My wife at home in the States called them, and was told she would be on a 5hr hold to even talk with a customer service agent. I went on the app also on my phone and the site was also down. I tried also to get on the airline carrier & after 2.5hrs on hold, we decided the best thing to do was purchase 2 one-way tickets home. I feel let down harshly by Expedia, and the airline industry, and should not have to incur these costs for a service that wasnt available to me when I needed it most. I expect a full refund of the additional flight I had to purchase, and also filed a claim with AIG, as I did purchase insurance. I could not even cancel the flights I already had, as the website was down. If I do not receive full reimbursement, I will absolutely take the appropriate legal action and seek council.
April 22, 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 $2400.00 for the replacement reservation that was purchased.
Our records indicate on January 4, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing on March 5, 2020 from Phoenix, AZ, USA to Shannon, Ireland and returning on March 14, 2020, along with the Flight Protection Plan via ***.We can confirm on March 11, 2020, via our back office system Expedia was able to review the conversation online with our representative online. The customer asked about cancelling the flight on March 14, 2020 and getting another flight back to the United States. Our representative advised it could take five hours and somewhere during the wait the connection was lost.
After further review on April 23, 2020, Expedia is unable to retrieve the Expedia account or any of the details, notes or communication on the account, the account appears to be cancelled. Expedia contacted *** and they advised their flight on March 14, 2020 was operational and there is no COVID19 policy that is applicable; the ticket is a lost value.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are unable to honor the refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
Their response isn't good enough, nor will I accept it. As a consumer, I wasn't given the ability to change my flight as their website was down, thats not my fault. And I expect a full refund or I will start a legal claim. The website was down and hold time was well over 5hrs. Pandemic or not, they didn't provide me the service they promised. How was I supposed to change my flight if I couldn't log into their website. I'll fight this in a court of law
April 27, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding a $2400.00 refund request for tickets that he purchased to return home.After further review of your complaint we can determine that no new information has been provided, thus, Expedia continues to stand by its original reply. As stated in our original response, Expedia was unable to retrieve the Expedia account or any of the details, notes or communication on the account, the account appears to be cancelled. Expedia contacted *** and they advised their flight on March 14, 2020 was operational and there is no COVID19 policy that was applicable; the ticket is a lost value.
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Based on above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
They have cleary side stepped my question on their website being down, and I was unable to change my travel plans, nor did they any representatives available by phone.
I dont need to hear the corporate BS as to them being a third party, I know this already. They clearly failed by not having a website available nor a representative available by phone, a 5hr wait time and then being hung up on is not acceptable. I'll see them in court, and am gathering enough data from other customers with similar types of experience to pursue a class action. They'll take notice then. Their response is invalid, and not accepted.
My spouse and I purchased airline tickets 3/7/20 to fly to NYC for a visit; because of the pandemic and everything going on, it was suggested that we cancel out flight. The phone lines were busy on 3/12/20 and we could not reach a representative to process the cancellation. We submitted a document (which we have copies of) to expedia.com to cancel the flight. Upon purchasing the tickets, insurance was added to them which stated that a refund can be issued 24 hours in advance of our flight and there a was list of reasonable cancellations covered by the insurance: "...the following unforeseeable events or their consequences which occur while coverage is in effect under this policy..." There was a detailed list that included being ‘quarantined’; granted we are not officially quarantined, but our state (California) and DoD service-members including dependents, are under orders to stop moving at this time. The rep. could not provide an id number and only provided a name, *** (spoken to on 3/25/20 from about 4:50p to about 5:25p CST). We attempted to inform the rep. that we were under DoD orders to not travel (documented) and even more so, we were advised to self-quarantine as much as possible; not to mention California’s shelter in place orders. The rep. stated that the policy does not indicate that this is considered a refundable occasion despite this unprecedented global situation. However, on 3/25/20; between 3:30p and 4:05p CST, we spoke with the insurance provider (rep.Cali, ID# ***) and were informed that in order to get our refund, we are required to cancel the flight first (via expedia/airline) and then submit a claim through insurance to be able to get a refund. The rep. did add that we needed to inform the provider that we would like to decline the airline credit and obtain a full refund for the tickets. We could not reach the airline but eventually we received the aforementioned call by the expedia rep., ***.
April 23, 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 $713.80. Our records indicate on March 7, 2020, Mr. *** or an authorized user of the account self-booked two round trip flight on *** Airlines departing on March 28, 2020 from Sacramento, CA to New York and returning on April 2, 2020, along with the Cancellation Plan via ***.
We can confirm on March 25, 2020, the customer called and is asking for a refund due to the insurance he has on the reservation. Our representative of the terms and conditions.
After further review on April 23, 2020, Expedia has been able to verify the reservation was cancelled online. *** Airline COVID19 policy allows the reservation to be cancelled and their policy extends the 12 month validity period to a 24 month validity period based on the date the ticket was issued. The ticket is non-refundable, *** Airlines has a future credit of $332.90 per ticket, new travel must be booked and travel on by March 6, 2021, they are offering a free exchange of the ticket. The customer would need to contact the provider of the Cancellation Plan regarding their policy in regards to COVID19.
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
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 realize that every business is suffering from the impact of Covid19. I also realize that travel companies are likely inundated with dealing with travel plan cancellations and changes. What I can't understand is why I cannot reach an Expedia agent via telephone, email or chat. I have spent so much time trying to reach this company, but have been unsuccessful. Some of their automated messages state that agent are too busy to take calls unless you are traveling within 72 hours. Other automated messages state that Expedia is having techinal difficulties and can't take your call. It has been this way for 2+ weeks. Expedia emailed me to notify me of Airline initiated changes to my upcoming flights on 4/12 and asked me if those changes were acceptable or not. I chose that the changes were not acceptable and I received an automated message advising Expedia would call me within 24-48 hours, but that was 6 days ago and no call. I have sent emails, called other numbers, tried to do chat messages but I cannot reach anyone. Expedia is a big company with a lot of cash and resources, so I find all of this unacceptable. I feel they are making it extremely difficult for people to reach them so they will be forced to cancel on their own forfeiting their refund for future travel funds. We are all hurting financially. I realize Expedia will take a hit, but so will all of us consumers. Expedia should use their billions to hire people in need of work to help them with temporary customer service. I know so many people who are having the same problem and we are all equally frustrated because we could really use that refund right now.
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 $1193.60. Our records indicate on January 8, 2020, Mr. or an authorized user of the account self-booked four one way flight on *** Airlines departing on April 12, 2020 from Seattle, WA to Baltimore, MD via ***.
We can confirm on January 9, 2020, the customer called in since her son and father have the same name. The customer purchased ticket with son’s middle name, not full name. The website would not let her delete name but date of birth are different. Her son has a learners permit and does not have a passport. Our representative advised a passport is not necessary to show when flying in US.
On February 18, 2020, the customer called to change dates, our representative advised there is a $125 change fee per person plus any difference in fare. The customer requested a refund and our representative advised it is not possible. Customer stated he may call the insurance provider.
After further review on April 24, 2020, Expedia has been able to verify the itinerary was cancelled by *** Airline on April 2, 2020. Expedia called *** Airlines and they advised the ticket shows refund on their end. The *** Airlines agent verified their system that they spoke with *** and processed a refund on April 2, 2020 to the original form of payment. *** Airlines advised that their refund will take one to two billing cycles to appear back on the credit card statement.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor a refund request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although Expedia did nothing to help resolve this matter for me...*** Airlines did so the matter is resolved. I am still incredibily dissatisfied with Expedia's inability to answer a phone call or an email over the course of a 3 week time period. The lack of service was unacceptable.
Sincerely
I had booked and paid for a hotel. Itinerary # ***. We had to cancel due to COVID-19 pandemic and travel advisory/quarantine advisory. We would have not cancelled if it had not been for the state of emergency issued by government to stay home. I think it is wrong that Expedia will not refund me for my hotel. It was a total of $661.44. That is robbing the American people.
April 22, 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 $661.44 for the cancelled hotel reservation.Our records indicate on March 12, 2020, Ms. *** or an authorized user of the account self-booked a four night hotel reservation at ***, checking in on March 17, 2020 and checking out on March 21, 2020, via ***.
We can confirm on March 17, 21, and 25, 2020, Expedia had multiple CHAT conversations with Ms..
After further review on April 23, 2020, Expedia was able to review the reservation and confirmation itinerary. Expedia contacted the hotel regarding the reservation and they advised the reservation was a no show. The hotel authorized Expedia to refund guest. Expedia has issue a refund for $661.44 to the original card that ws charged. The refund will appear within the next 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I purchased plane tickets for 4 total passengers several months ago through Expedia. The airline (***) cancelled our flights a few days ago, and since I booked the tickets through Expedia, I can only request a refund from Expedia instead of from the airline directly. I have attempted numerous times to contact Expedia by phone, email, and social media, and I cannot get in contact with anyone. I am within the 72 hour timeframe Expedia requires to discuss my itinerary, but still cannot get through to speak with a representative.
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 Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on July 25, 2019, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chattanooga, TN, USA to Iguazu, Argentina departing on March 28, 2020 and returning on April 3, 2020, for a total of $5,411.56. We understand that Mr. is seeking a refund for the flight reservation due the flight being cancelled. On December 25, 2020, Mr. contacted Expedia to discuss the schedule change that affected ***’s scheduled flight. The options provided by *** Airlines did accommodate the customer’s trip plans. The most suitable flight was accepted by Mr., therefore, we sent the updated confirmation via email.On April 17, 2020, Mr. contacted Expedia to inform us that *** Airlines qualified his reservation, for a refund due to the airline-initiated cancellation. We then reached out to *** Airlines to determine Mr.’s initial refund claim. On March 14, 2020, due to (COVID-19) circumstances Argentina banded (non-residents) entry, *** Airlines then cancelled Mr.’s reservation. On behalf of Mr., we submitted a request for a full refund to *** Airlines. Upon further review, on April 24, 2020, we contacted *** Airlines for refund confirmation and the current status. The airline advised that Mr.’s refund is processing, however, an unprecedented number of refund requests, has caused extreme delays. The refund will take up to 90 days to post back to the customer’s original form of payment. In addition, Expedia serves as a third-party intermediary we do not own, operate or otherwise run any airline and we are subject to the refund timeframe provided to us by the travel provider. *** Airlines is (the entity that received Mr.’s funds and is the company that charged his credit card). Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.In conclusion, Mr. may contact *** Airlines directly to validate the status of his refund as they are the merchant of record, at the following number 1 (800) ***.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, Melanie ***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 rental unit via Expedia online. The day I was supposed to check in the county of Miami-Dade announced they were closing all hotels and short-term rentals due to COVID-19 and mandating that guests leave in two days. I messaged the rental contact - *** on *** – their preferred way to communicate - and asked them if this impacted my trip. I was advised not to check-in and told that I would receive a full refund. I messaged them directly asking where my refund was – no response. I filed a claim with Expedia, they denied it. I spoke to four different people at Expedia and I am still trying to get my money back. Expedia reviewed my proof of correspondence with the hotel showing they told me I would get a refund and still denied me a refund.
April 24, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel reservation refund request.
After reviewing the complaint I contacted the vendor at the phone number on file. The vendor is not currently unavailable and the property is closed due to Covid-19. According to their voicemail message they believe they will reopen by May 15, 2020. At that time we recommend that Ms. contacts Expedia so we may advocate on his behalf and ask the vendor for authorization of a refund.
As you may know, Expedia.com is a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us so we may assist.
Sincerely,
Daniel *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I contacted Expedia in the past and they contacted the building twice. I have case numbers of this - *** and ***. The building refused to issue a refund even though I have it in writing (attached) that they would provide a refund if I did not check in. They told me not to check in due to Florida not allowing them to operate.
Expedia should advocate for their customers. It does not matter if they are a third party when a customer has proof they were defrauded. Expedia never even looked at the messages I have (attached).
I am not dropping my case.
Sincerely
April 30, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel refund request.
We would like to inform Mr. that while the hotel may have sent him messages regarding a refund, we must confirm with the hotel. Since the hotel is not currently open we recommend that the customer checks back with us at the previous date provided. Expedia may not refund without authorization from management at the hotel.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800***
Sincerely,
Daniel *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Clearly you did not read my response. First, my name is not ***. Second, while I understand you need to contact the hotel - in my previous note I provided you with two Expedia case numbers where your staff at Expedia already contacted the hotel and they refused a refund, despite the proof of promise of a refund supplied in the previous attached text messages.
I don't appreciate Expedia dragging this out and lying. The case numbers and the attached messaged in my prior note prove I am entitled to a refund. I am not dropping my dispute.
Sincerely
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel refund request.
We once again recommend that the customer checks back with us by phone at the previous date provided. We regret to inform Mr. that Expedia may not refund without authorization from management at the hotel. Upon contact with management at the hotel we can let them know of the messages Mr. received. At this time we must inform Mr. there will not be a refund made by Expedia.
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 at 1-800***
Sincerely,
Daniel ***
Corporate Correspondence Team
***ATTACHMENTS REDACTED BY Revdex.com
I went home to Maine on March 9th. My mother passed away on March 10th. This ticket was one way due to the fact I wasn't sure when I would be returning home. My sister and I had may things to attend to over the next week. I had made a return flight to Pennsylvania for March 21st. Due to the spreading of the coronavirus I wanted to change my flight to Wednesday March 18th. I didn't want to take the chance of the airlines being shut down as I'm sure you understand. I called *** Airlines to see if I could change my flight. They were wonderful and wanted desperately to help me due to my circumstances but unfortunately unable to do so since I went through a third party for my ticket. I tried for hours the afternoon and evening of
March 17th to reach expedia. UNSUCCESSFULLY. Waiting on the line for an hour only to have call dropped. Another time holding for 45 minutes with dropped call again. I tried three different number from the airline as well as expedia's website. I ended up contacting *** Airlines and booking a return flight on March 18th from Bangor, Maine to Williamsport, Pensylvania which cost me $294. Not only did I have to pay $160 to expedia but then an extra $294 on top of that. This frustrated me at first then made me mad as well since I couldn't contact expedia in any way shape or form. Needless to say I tried. I also attempted to contact expedia for a week after I returned home with no success again. I fly 2 - 3 times a year and liked expedia's price but no more since this situation!!
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 one-way fare with *** Airlines
departing Bangor
(***) to Philadelphia (***) on March 21, 2020. We
understand Ms. is requesting a refund of $294 she paid to ***
Airlines, after she was unable to reach Expedia’s customer service line to make
changes to itinerary ***.The fare
that Ms. purchased is an “Expedia Bargain Fare” with *** Airlines,
and does not allow changes as stated at the time of purchase and in her confirmation
email. The policy of the ticket is as follows:
(Airline rules and restrictions)Tickets are nonrefundable, nontransferable, and cannot be canceled or changed.We do
apologize that Ms. was unable to reach an Expedia representative,
however changes are not possible with this fare type and therefore we cannot
offer compensation of $294.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because this event happened at the time of the coronavirus and expedia was offering free cancellations and changed of flights due to the pandemic. I purchased a ticked for March 21st for $160. That's the flight I needed changed to the earlier date of March 18th to get back to Pennsylvania from Maine before the state shutdowns. Thus I was unable to reach expedia to change my flight with much frustration. I had to purchase a new ticket for March 18th from *** airlines just because of expedia being unable to handle the call volume. I would at least like to be compensated for the $160. This loss of money is due to the inefficiency of expedia and their inability to figure out how to handle the volume of calls at the time of this pandemic. Please have a heart and think about family situations in our country at this time. I don't have money to throw away. Under regular circumstances I understand the non-refundable policy. This was in no way an ordinary circumstance. It was beyond anyone's control. Thank you
Sincerely
I booked a flight to Bali through Expedia and due to corona virus we were unable to travel, I booked with 5 other people all of them which got their money back and with me they are only offering a voucher I provided them with all the correct information on all our itinerary numbers then said I had to wait for a waiver code from *** I waited 72 hours still no email then I call back to see what was going on with my refund and they said I can only get a voucher I then call *** directly they sent me an email saying my flight is still open and is up to Expedia to give me refund or voucher I call back to Expedia and they sent to a special team which no one contacted me in another 72 hours and they said my friends got theor money back before they changed the policy which was hours after I even called the first time there shouldn’t be any reason I’m being ping ponged back and forth between *** and Expedia when I booked through Expedia and they won’t refund my money like they did my friends please help me we booked through the same place Expedia and giving is two different treatments then I ask for my voucher code and they hang up after waiting 3 hours each day to speak to someone
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a
flight reservation. Our records reflect a round-trip fare with *** departing New York
(***) to Denpasar, Indonesia (***) on March 19, 2020 and returning March 29,
2020. We understand Ms. is requesting a
refund of $928 as she was unable to travel due to the Covid-19 outbreak.
On March 26,
2020 Ms. or someone with account access called the Expedia customer
service line and spoke with one of our representatives who had advocated the
refund request to *** by calling in to their support line. The representative
spoke with *** in Dubai who advised the tickets are non-refundable and only valid
for future travel credit. The customer escalated the call to a corporate team member
who granted the customer with two options. An option of keeping flight credit
with Emirates, or a refund of the ticket less $300. The customer accepted the
refund of $628.95.
As a one
time courtesy, a refund of the remaining $300.00 has been processed due to the
conflicting information Ms. received as to why her friends tickets were
eligible for refunds and not her own.
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. Refunds may take up to
30 business days to reflect Sincerely,Michael ***Corporate Correspondence Team
Booked a flight on Expedia on 2/22 for 04/03 flight from Chicago to Warsaw and ***. Contacted Expedia was told I would have to contact be airline for a refund. Called *** was told I have to go thru agency Expedia. *** site clearly shows all flights are cancelled until 4/11 and eligible for a full refund. Tried using th Expedia link they sent me it is only giving me an option to get an airline credit for future use which I do not need. Per us dept of transportation passengers ar engined to a refund if airline cancels th flight which is the case here. This is what an airline also endorses. Meanwhile Expedia Does not want to issue a refund. Response from ***, they have help desk for agents. If they have problems they should be resolving this with help desk's help and without telling passenger to contact us. I am really sorry, that you're getting opposite information. /
April 23, 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 $954.04 for the cancelled flight reservation.
Our records indicate on February 22, 2020, Precious *** or an authorized user of the account self-booked a round trip flight on *** Airlines departing on April 3, 2020 from Chicago, IL to Tel Aviv, Israel and returning on April 13, 2020, via ***.
We can confirm on March 27, 2020, the customer called for a refund for flight. The flight was no longer operating. Our representative checked the status. Our representative checked the airlines website in case of cancelled flight.
On March 28, 2020, customer called for status of refund and our representative advised the airline authorized the refund and initiated the refund process with *** Airline.
After further review on April 23, 2020, Expedia reviewed the reservation and there is a credit appearing on the reservation for $954.05. We contacted *** Airlines and they advised they cancelled the flight and it is fully refundable. Verified the refund request was submitted to *** Airlines on March 28, 2020. Expedia also verified there was an Attorney General case that is being worked on with the identical results.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team