Made reservations for a trip in December for May. Due to the travel restrictions I tried to modify dates on line it says "to make changes contact a Representative." Because my trip is not within 72 hours customer service will not speak to me. Funny thing is, if I had booked with the airlines and hotel directly, they could have helped me on day one! what's wrong with that picture! So I have a trip that is scheduled for May that I can't make changes to and can't get a representative to help me change So am I expected to travel on these dates? Do I truly have the option to modify dates???? am I losing the money? I understand what is happening in the world and I'm fully prepared to be patient but after weeks of trying to get in touch with them I'm frustrated and will never book through them again. The way they have handled this situation has been unacceptable!
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked a family trip to Greece for the month of July (July 6-16) on February 8. As you know, the president of the US has banned all travel to Europe (and Greece) due to COVID19. I have attempted to contact Expedia tirelessly and I am not able to get through to them. I keep getting different contact numbers to call them and when I do all I get is recordings stating they are having technical difficulties to please try my call again later or that they are only taking phone calls for anyone who is traveling within the next 7 days. I think they are being disingenuous when they claim they are having technical difficulties. They should be honest and say that they are experiencing a great number of calls. At this time, I want to cancel my reservations and get a refund. They have prevented me from doing this by claiming to have technical difficulties.
Expedia.com Response
• Apr 07, 2020
April 7,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding packages. We understand *** is requesting a refund.On
February 8, 2020, *** or a person authorized for the Expedia account,
booked four itineraries with packages.Itinerary
*** includes flights and hotel for two passengers. The flights are
with *** Airlines, traveling from Athens, Greece, to Santorini, Greece,
departing on July 10, 2020, and returning on July 16, 2020. The hotel stay is with
***, Santorini is for six nights, and is
nonrefundable with no changes allowed. A second itinerary, number ***
was booked with the same items and dates for two additional passengers.Itinerary
*** includes flights and hotel
for two passengers. The flights are with *** with travel from New York,
NY, USA to Athens, Greece, departing on July 6, 2020 and returning on July 16,
2020. The hotel stay is with ***, and is for check in on July
7, 2020, and for three nights. It is nonrefundable with no changes allowed.We
understand that the customer is asking for waivers due to the Covid-19
pandemic. The current situation is unprecedented. We reviewed the terms and
conditions agreed to on the date of booking and any waivers or flex policies available
with the vendors. The *** flights are nonrefundable, but may be changed without a fee, prior to
the departure date of the flight. The customer will be required to pay any difference
in cost at the time of the exchange. At the time the tickets were purchased, changes
without a fee were being offered due to the evolving situation. After departure
of the flight, the tickets will be considered used whether the seats purchased
are occupied or not. As far as waivers for ***, they are advising that
they have been forced to reduce their flights for travel until the end of May.
There is no further information, or waivers, for flights in July.The *** stated that according to the Greek Ministry of Tourism all of the
hotel properties in Greece will be closed until April 30, 2020. For this
reservation, they will allow the customer to change the dates to a stay that
will be the same number of nights, without a reduction in the rate, based on availability,
for dates within 2020. If dates are selected that are more expensive a rate
increase maybe due.*** did not provided any waivers. In any case, the
customer may check back at a later date as the situation evolves to see if waivers
or goodwill are available. ***
Airlines is a carrier that works directly with their passengers. As such, the
customer is required by them to contact the airline directly regarding any
waiver requests.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,Denise ***Corporate Correspondence Team
Customer Response
• Apr 15, 2020
Complaint: ***
I am rejecting this response because: I am really disappointed with Expedia's "resolution." Expedia is basically trying to absolve themselves of any responsibility. When we signed the contract with Expedia, inherent in the agreement is the fact that Expedia as a service provider, will be able to provide or guarantee the service we purchased. They are basically saying that they cannot guarantee the service we purchased, as such they are liable and should, at the minimum, either guarantee a return of the purchase price, or provide a credit for each purchase. For Expedia, to simply say, this is an unprecedented circumstance, we can't provide them the service we promised and we won't return their money is not acceptable. We are long-time Expedia customers and expect more from the company.
I booked a hotel through Expedia and had to cancel the day before the trip over concern over the COVID19 pandemic. We were planning to go on the trip, but things had escalated to pandemic within 24 hours of our flight so we cancelled the trip due to safety concerns. We were only refunded 75% of our payment, even though the circumstances were beyond our control and cancellation was in the best interest of public health.
Expedia.com Response
• Apr 09, 2020
April 9, 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 hotel reservation. Our records show on January 31, 2020, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary *** The hotel stay was with ***, Kailua-Kona HI for a check in on March 12, 2020 and a check out on March 16, 2020, for a total of $1026.36. We understand that Mr. is seeking compensation from Expedia for the penalties charged under the resorts cancellation policy, based on Travel Advisories. On March 11, 2020, Mr. or an authorized account user cancelled the hotel stay on our website, therefore, a penalty fee of $256.59 was deducted. The time it takes for $769.77, to process back to the original form of payment will take up to 30 days due to our delays in processing. On March 16, 2020, Mr. contacted Expedia requesting a refund for the penalty fee. We reached out to ***, on behalf of Mr. to request a refund. Regrettably, the hotel denied our request stating that the reservation was cancelled after, Monday, March 9, 2020 which was subject to a hotel fee equal to 1 night(s) plus taxes.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 hotel. Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, 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 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.On April 8, 2020, Expedia contacted the *** to advocate on Mr. behalf, due to the Coronavirus (COVID-19) which has impacted a number of travelers plans around the world. However, the Resort was unavailable at the time of our inquiry. Based on the circumstances, Expedia has issued a $100 voucher to Mr. 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 May 31, 2021. Please note that this voucher is not intended to place a value on Mr. experience, but rather, it is meant to emphasize our commitment to him as a customer. While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request.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 14, 2020
Complaint: ***I am rejecting this response because while we appreciate the effort to advocate to the hotel on our behalf we would still like the full refund. My wife (who is pregnant) and I were advised not to travel before the trip (at the time of this being declared a pandemic) but after the cancellation period by our physician. See attachment for proof. If that isn't a legitimate reason for the hotel to issue the refund, I don't know what would be. It was bad enough that we had to cancel this trip, we shouldn't be punished financially for protecting our health. Sincerely
Expedia.com Response
• Apr 16, 2020
April 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attentionWe have reviewed the documentation Mr. provided to further address his health concerns, due to the Coronavirus. We understand that Mr. is seeking a refund for the penalty fee charged under the resorts cancellation policy.Upon receipt of the Revdex.com complaint, on April 16, 2020, Expedia contacted the *** to advocate on Mr. behalf, due to the Coronavirus. We forwarded over Mr. documentation to the resort for refund reconsideration. Fortunately, *** issued authorization to Expedia to submit a refund.On April 16, 2020, due to our current delays in processing refunds, $256.59 may take up to 30 days to post back to Mr. original form of payment. 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 16, 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 am happy to say I look forward to visiting *** in the future and will continue to use Expedia for my travel needs. Thank you
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I was charged for a hotel reservation when it was cancelled due to circumstances out of my control. The hotel *** inn informed me I would not be charged due to it was cancelled due to corona virus outbreak. They stated they did not charge Expedia’s virtual card. Expedia has continually lied to me and avoided me. At one point they are even telling me they reached out to the hotel and the hotel said it was not refundable. This is not true, as the hotel is writing me a letter to prove there is no truth to this. It is a horrible time to be holding onto people’s hard earned money when the hotel did not even charge. Expedia pocketed the money.
Expedia.com Response
• May 31, 2020
May 31, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) regarding her hotel reservation. Our
records indicate that on February 28, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable hotel reservation on Expedia's
website, under itinerary ***. The booking was with *** Inn
Topeka, Topeka, KS, for March 13-15, 2020. The customer paid $272.02 for the
reservation. Upon
review, on March 23, 2020, the customer contacted Expedia and requested a
refund of the hotel due to COVID-19. Expedia contacted the hotel and received a
waiver of the nonrefundable penalty. On March 24, 2020, Expedia issued a full
refund of the booking back to the customer’s original form of payment (Paypal). Upon further review, the refund failed.
On May 30, 2020, Expedia contacted Ms. via phone and email to verify her billing
information in order to reprocess the refund, however wasn’t able to reach the
customer. We respectfully request that Ms.
calls Expedia at her earliest convenience to verify her billing information so that
we reprocess a refund of $272.02 on our end. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Gayana *** Corporate Correspondence Team
I had originally planned to travel out of town with my family from Pennsylvania to Cleveland OH til visit other family however, due to the outbreak of COVID 19 that was something I was unable to do. I am a disabled vet that suffers from multiple health issues and I cannot take the chance to travel. I tried reaching out to Expedia by phone multiple times and the hold times were to long and I was unable to get through. So I reached out to the hotel directly and asked if I would be penalized due to what is going on and they advised I wouldn’t because they understand just reach out to expedia to cancel the itinerary. I chec keep back via the app and the app advised to contact within 7 days of your trip again I tried contacting by phone and couldn’t get through I even made attempts to contact via social media. Finally, I receive an email to cancel the booking for a full refund due to covid19 however, the email response does not show my full refund. I was supposed to travel 3/27-3/29/2020 and the refund shows for one night the 3/27-3/28/2020. I shouldn’t be penalized for the current health pandemic.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because: the business only refunded half of my stay and not the other half. So I was refunded for March 27th to 28th but not March 28th to the 29th.
Sincerely
Expedia.com Response
• Apr 09, 2020
April 9, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservations.Our records show on March 9, 2020, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with *** by *** Cleveland, Independence, OH for a check in on March 28, 2020, and a check out on March 29, 2020, for a total of $175.22. We understand that Mrs. is seeking a refund for the penalties charged under the hotel’s cancellation policy, due to Travel Advisories.On March 20, 2020, Mrs. or an authorized account user cancelled the hotel stay on our website. In regards to the cancellation, Expedia utilized a (Waiver Program) providing, Mrs. with an exception to the original cancel policy. See the following *** cancel policy listed below:The room type and rate selected are non-refundable.Should you change or cancel this reservation for any reasonYour full payment will not be refunded.The time it takes for $92.27, to process back to Mrs.’s original form of payment could *** take up to 30 days, to deposit due to delays in processing. On April 9, 2020, Mrs. contacted Expedia requesting a refund for the $82.95, penalty fee. We reached out to *** by ***, on behalf of Mrs. to a refund. Regrettably, the hotel manager was unavailable at the time of our call.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 hotel. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, 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 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.
Due to the circumstances, on April 9, 2020, Expedia processed a refund of $82.95, back to the customer’s original form of payment. The time it takes for that refund to post could take up to 30 days due to delays in processing. 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
Hi My Name is *** and I currently live on LI, which has been adversely effected by COVID-19 . I am a Registered nurse who works on the front line, which as you know can be stressful at times. I recently tried to reach out to Expedia to inform them that *** Airlines had recently cancelled both my out going and incoming flights for a trip on (4/6/20-4/10/20) that I booked with Expedia several months ago. These cancellations were due to the recent COVID-19 pandemic. I've been trying to reach a live representative now for 1 week. When I call them, I either get a message that states that they are having technical difficulties or to call back 72 hours before my departure time. I wanted to be proactive and cancel before then. I did go to there website to cancel, however I received no confirmation number or no recent feedback as to whether my request will be processed.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 26, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have yet to hear from Expedia. Exoedia failed to inform me of my flight cancellations. I am a nurse who works on the frontline and my job can be stressful at times but to add to that I now have to continue to try and reach Expedia for s refund.
Sincerely
Customer Response
• Mar 26, 2020
I am regected the Revdex.com response from Expedia. I have yet to hear from an Expedia representative regarding my refund . I am a nurse who is helping to combat this COVID pandemic and the last thing I need to calling Expedia every day for them to do the right thing and issue me a full refund.
Expedia.com Response
• Apr 09, 2020
April 9, 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 asking for a full refund.Our records indicate on February 12, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** departing April 6, 2020 from New York, NY to Oranjestad, Aruba returning on April 10, 2020 along with a four night stay at *** and *** Transportation, via ***. The customer called in to find how much they paid for the transportation. Our representative advised the cost was $45.
We can confirm on March 1, 2020, the customer called in asking about the cost of the change fee. Our representative advised the change fee was $200.00 and guided on how to select seats.
On April 1, 2020, the customer called in and asked about refund. Our representative provided a new refund time frame.
After further review on April 9, 2020, Expedia has been able to verify that the customer cancelled the hotel and ground transportation on March 20, 2020. The refund for the hotel was $432.47 and the ground transportation was $45. Expedia also verified the customer cancelled the three flights with *** on March 20, 2020. In cancelling the flights, a future travel credit of $535.00 per ticket. We verified on *** website that their COVID policy states, “ If you have a ticket with a flight date between March 4th and May 31st, 2020, you can change it without a penalty charge, regardless of the booking date or the destination”. Whenever the customer is ready to change the date on the tickets, she can contact our customer Service Department at 877-***.
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 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:
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 10, 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.
Received email from ***@customercare.expedia.com related to Flight Cancel - Case ID : [REQ:***]. It states "Upon checking the flight *** initiated a schedule change. When checking the policy normal policy will apply because the flight is not covered by the airline flexibility policy. Changes can be done anytime for a change fee of USD 86.36."
This is incorrect.
Hi - On 03-16, I received an email that I could apply for a travel voucher from BA (***.pdf). I applied that same day. I spoke with BA that also said that this travel would be covered; however, I needed to work with *** to complete the transaction.
On 03-23-2020, I received an email reflecting the same (***.pdf).
This all after the fact that I called *** on 03-12 about cancelling my hotel reservation. I was told that a request to the offline team would be made and would be contacted within 24 hours. Instead I never heard back and *** blew me off.
When I inquired about BA flight options, I was told by Renaldo that needed to contact *** (this is after waiting hours to get a hold of *** Travel). The next day (3-13) I tired this number several times with no success. I called back several times a few days later and telephone system hung up on me - saying not within 72 hours. Therefore, I contacted BA (mentioned above). Even when I called *** within the 72 hours, the telephone system hung up on me stating high call volumes.
I filled out the *** form in attempt to get help. Your response doesn't seem to be correct or helpful. Please contact BA to have this correct.
Please provide voucher. Or return points. Or both.
Expedia.com Response
• Apr 02, 2020
April 2, 2020 Revdex.com Revdex.com Northwest Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and
concerns which have been brought, to our attention. We are disheartened the
customer felt their concerns, were not resolved adequately by our company prior
to seeking further actions from you. We are responding to the consumer complaint from ***, Revdex.com case
number *** regarding a flight cancellation request.
Upon additional review it was verified that Mr. booked the
reservation in question, itinerary ***, with *** Ultimate Rewards
and not via Expedia.com. We have worked with our *** team to provide the
following details on this issue. While the reservation is non-refundable, as
per *** policy this reservation is eligible for a future travel
credit due to the reservation not being utilized as booked. The following
Future Travel Credit information is being held for Mr. and his
traveling companions to be utilized as outlined below. Number of Passengers: 3 Amount of Credit per person: $92.50 Change fee: Waived by *** Travel must be completed by March 21, 2021 FTC can be used for a new booking with *** Again, we thank you for allowing us the opportunity to address the issues that
were brought to our attention. If Mr. has any further questions
or concerns regarding this matter or when Mr. would like to use his
FTC, he will need to contact *** Ultimate Rewards directly at ***. Sincerely, Michelle *** Ultimate Rewards Supervisor DeskTell us why here...
Customer Response
• Apr 02, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID.
I have marked this is as resolved, despite Expedia not offering an apology and trying to shift blame to *** Travel (email was from Expedia).
Without writing it, they at least indirectly acknowledge that they were wrong in the original information they shared.
I booked an international flight for myself and my husband for April, Expedia canceled my flight, as requested, but provided me with an airline credit, rather than the refund, which I requested. When I called *** they advised that.I need to contact Expedia. Expedia provides a phone number where you cannot advance the call to an agent. Their onlunpp8ne chat also doesn’t help. There is no email address, so they are not allowing me the option to request this credit be converted to a refund.
My husband has cancer, and we are unable to use this credit at a later date. We need this money refunded, yet we cannot request such credit, due to Expedia removing all options to make this request.
Expedia.com Response
• Mar 31, 2020
March 31, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting to receive a refund instead of the flight credit she has for the cancelled flights.
Our records indicate on January 25, 2020, Mrs. or an authorized user of the account self-booked two round trip flights on *** departing on April 15, 2020 from New York, NY to Zurich, Switzerland and returning on April 25, 2020; via ***. The customer called in and wanted to select paid seats. Our representative advised that she can select seats on the airline website.
On March 21, 2020, Expedia was able to view our back office system and it shows the reservation was cancelled on March 21, 2020.
After further review on March 31, 2020, we have verified that the original reservation that was created was non-refundable. *** fare rules state cancellation are allowed anytime; ticket is non-refundable; changes are allowed and a $300 per ticket change fee plus any difference in the cost of the new fare would be applicable to a change. The airline credit is valid for 12 months from the date of issue (January 25, 2020).
Mrs. may contact our Customer Service Department at 877-227-7481 for any inquiry she may have about changing her flights.
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 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 Mrs. 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 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 information provided above, Expedia is unable to honor Mrs.’s request for a 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 07, 2020
Complaint: ***
I am rejecting this response because:
When I canceled the flight, I was told it needed to be done through Expedia. I had been watching both the *** and Expedia sites for information allowing cancelations without penalty. the night that I canceled was the first night that both *** and Expedia posted on their websites that penalties would be waitved due to the Coronavirus. I initially tried to cancel with *** but they advised that I needed to cancel through expedia, because that is the third party that I booked thorugh. I did that, only once both sites had posted on their website that this was now an option.
I would not have canceled the flight had I known there was a penalty to doing so, as I checked it every night for two weeks as the countries were becoming plagued with this virus.
It would have been my 1st time on a cruise to Bermuda on the *** leaving New York Port on April 11th to return back April 18,2020. I canceled the trip with a travel agency called Expedia.com cruise ship, because of my health and the was Leary to go because of the Coronavirus! I was told I should cancel for health reasons and have a doctor's note to prove it! During this crisis, the company Expedia said they can only give me back half of my monies since I canceled because of their policy! I am a senior citizen and especially now with crisis, and cruise ship lines are shut down, I would like a full refund because of the crisis! This company was very, very insensitive and only w as noted my money! I have spent hours and days as they have put me on hold for 30 minutes or more! The company was rude and took advantage of me never been or a cruise and my first time out of the country! Now. I really need my money back because of the Coronavirus and my work will be closed for 2 weeks or more! I see why some people commit suicide, because of keeping $700.00 , when I live by myself and saved my money to go on my first cruise and this company Expedia.com cruise ship only gave me half because it is their policy! Please help me solve this, I am begging, pleading for the monies back because of the Coronavirus! I need a lawyer but I cant afford one! Please help me ! They were so rude even the supervisor! I don't know whst to do because this has been going on since my birthday the end of February ! This company Expedia.com saw dollars and used an innocent senior citizen whom the company took adv6of their well being! I need desperately my 700.00 back into my checking account especially during this National Crisis
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Customer Response
• Mar 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.
Sincerely
Customer Response
• Mar 24, 2020
Greetings! My name is *** and I pressed the wrong print that I am unsatisfied with the response from Expedia.com cruise ship travel agency! I am requesting please to reopen my case # *** as per my complaint letter to The Revdex.com . This is unacceptable and I dissatisfied with their response! Please reopen for under the pandemic crisis we are all in, I would like a complete full refund and not half of it! Especially, when I was told by my doctor I should not travel because of my health and the Coronavirus! Thank you for your cooperation in this matter. Respectfully, Ms.
Expedia.com Response
• Apr 23, 2020
April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number *** ) regarding a cruise reservation.Our records show on January 13, 2020, Ms. or an authorized Expedia account user booked a cruise reservation, under itinerary *** . Travel was with *** traveling from New York, NY to Bermuda departing on April 11, 2020 and returning on April 18, 2020, for a total of $1495.43. We understand that Ms. is seeking compensation from Expedia, due to canceling the reservation based upon (COVID-19).On February 25, 2020, Ms. contacted Expedia to obtain the cancellation policy, as she was interested in canceling. We provided Ms. with the (75 percent) penalty rate should she chose to cancel, therefore, $774.96, would be deducted based on ***’s cancellation chart, below:Days Prior to Departure:7 Days or More Sailings (Mini Suites and Below)119 - 91 days 25%90 - 61 days 50%60 - 31 days 75%30 days or less 100%On February 26, 2020, Ms. contacted Expedia to cancel the cruise reservation, due to an extenuating circumstance and (COVID-19) concerns. While we understood the extraordinary circumstances that affected Ms. travel plans, *** did not have a flexibility policy available to override their penalty. Therefore, the reservation was cancelled and the (75 percent) penalty fee was deducted. On February 27, 2020, Ms. called Expedia back to discuss the cancellation penalty fee of $774.96, we made an attempt to reiterate the (75 percent) *** policy. However, Ms. did not accept the conditions we relayed on behalf of the travel provider. Moreover, Expedia’s Terms of Use which were agreed to by Ms. the time of booking, 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 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.Expedia serves as a third-party intermediary with travel providers such as cruise lines, car rental agencies, hotels, and airlines we are subjected to the rules and restrictions of those providers. Expedia does not own or operate any cruise line and we have no control over when, or how often, cruise lines cancel/restrict sailing. We cannot provide a refund unless approved by the cruise line and must adhere to the cruise lines policy.While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability through-out her requests for assistance. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel providers. Due to the information provided above, we are unable to honor Ms. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
they canceled my flights and left me stranded in Mexico. they will not respond to my attempts to straighten this out. I need a refund. I purchased the travel insurance also so they need to refund me. I had to purchase a new set of tickets while in Mexico that cost almost 800$. they are blaming the airlines and after contacting the airlines I was told only expedia had the authority to cancel my tickets. please help *** that is my itinerary number for the flight that was canceled.
Expedia.com Response
• Apr 03, 2020
April 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his package reservation. We
understand, his returning flight with *** Airlines was cancelled and the
customer is requesting a refund of the unused flight, along with a refund of
his travel package protection plan. Our records indicate that on November 22,
2019, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's website, under itinerary ***.
It included an outbound flight with *** Airlines from Providence, RI, USA, to
Cancun, Quintana Roo, Mexico, with a connection in Atlanta, GA, USA, departing
on March 10, 2020; A returning flight with *** Airlines from Cancun,
Quintana Roo, Mexico, to Providence, RI, USA, with a connection in Charlotte,
NC, USA, departing on March 19, 2020; A refundable ***, Cancun, Mexico, for March
10-19, 2020; A Travel Protection Package Protection Plan with ***; a Private
Ride: Cancun Airport (***) with ***. The customer paid $5,298.57
in total for the package. Upon review, the customer used his
outbound flight with *** Airlines on March 10, 2020. The customer’s returning
flight with *** Airlines was cancelled on January 13, 2020. Upon further review,
on this date, January 13, 2020, we received a chargeback for this flight from the
customer’s bank. As a result, the flight was auto-cancelled and the airline
issued a full refund of $500.00 back to the customer’s original form of payment.
Attached are two screenshots from *** Airline’s website with refund
details. Travel Package Protection Plan can be refunded
pre-travel and no later than 15 days after purchase. Based on the information
above, we are not able to honor the customer’s request for a 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,Gayana *** Corporate Correspondence Team
Customer Response
• Apr 04, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
*** they are referring to the wrong itinerary #. The one at question is itinerary#
Expedia.com Response
• Apr 11, 2020
April 11, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint
from Mr. *** (Revdex.com case number ***) regarding his package
reservation under itinerary ***. Our records indicate that on November 22, 2019, the customer, or an
authorized user of the Expedia account, self-booked a package for two
passengers on Expedia's website, under itinerary ***. It included an
outbound flight with *** Airlines from Providence, RI, USA, to Cancun,
Quintana Roo, Mexico, with a connection in Atlanta, GA, USA, departing on March
10, 2020; A returning flight with *** Airlines from Cancun, Quintana Roo,
Mexico, to Providence, RI, USA, with a connection in Charlotte, NC, USA,
departing on March 19, 2020; A refundable ***, Cancun, Mexico, for March 10-19,
2020; A Travel Protection Package Protection Plan with ***; a Private
Ride: Cancun Airport (***) with ***. Upon review, the customer contacted Expedia on December 7, 2019, and
requested to cancel his package. On December 7, 2019, we cancelled the refundable
hotel for a full refund of $2,762.24 and the refundable shuttle service for a
full refund of $62.72; Due to the flights’ nonrefundable policy, our agent
refunded both flights using the customer’s Travel Protection Package Protection
Plan - $408.02 for the flight with *** and $500.00 for the flight with ***
Airlines. Our system indicates that all four refunds were successfully processed
by the customer’s bank. Should the customer have a question in regards to his refunds, he needs
to contact his bank. 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 14, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I have provided the proper itinerary number. and the documents to show that they canceled my flight. I also have proof that I had buy another flight at over 700.00 us dollars. I have been trying to contact them over and over, must times they just hang up on me. I do not dispute the itinerary they have responded too but its not the one at question. I have done a lot of business with them but they need too know what itinerary we are talking about. my flight was canceled and I did not cancel it now they owe me money. and on top of all this I bought the insurance but its all their fault and they should do the right thing
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I have made reservation through expedia.com for a hotel in paris, I want to cancel the reservation as I am unable to travel due to current pandemic and my pre existing health issue, I have contacted the hotel and hotel has sent me an email that they will cancel the reservation free of charge, But I am unable process the cancellation and obtain the refund from expedia.com here is the detailFrom: *** Sent: Thursday, March 19, 2020 7:29 AM
To: *** Subject: RE: Request for cancellation
Good Morning ,
We take note of your request,
Regarding this current health issue, exceptionnaly you can cancel free of charge
Best Regards
Expedia.com Response
• Mar 26, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Expedia website stated if I cancel within 24 hours I would get a refund. I tried to cancel flight within 24 hours and website is not working due to technical issues. It would not let me cancel my flight within 24 hours. I tried calling customer service, but cannot get ahold of anyone. Expedia phones have not been working or extremely long hold times. Expedia has been non-responsive.
Expedia.com Response
• Apr 03, 2020
April 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. We
understand, the customer is requesting to void his flight due to COVID-19. Our records indicate that on March 22, 2020,
the customer, or an authorized user of the Expedia account, self-booked a roundtrip
flight from San Francisco, CA, USA, to Seoul, South Korea, departing on March
26, 2020, and returning on March 28, 2020. The customer paid $3,589.5 for the
flight. Upon further research, on March 23, 2020,
the customer called us and requested to cancel the flight due to COVID-19. On
March 23, 2020, per the customer’s request, Expedia agent voided the flight. Please keep in mind, when a flight gets
voided, there is no refund, the initial associated authorization charge falls
off the customer’s bank statement. 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
Booked a hotel via Expedia. Due to COVID-19 restrictions, my trip was cancelled. So I called the hotel, they cancelled my booking for free and informed me that Expedia had my money. Expedia is withholding half the cost of the hotel because they claim that its the hotel's policy. When in reality, the hotel waived the policy. Refund me the entirety of the hotel cost and stop exploiting this situation.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I had made 2 bookings on 10/10/19 for vacation in Mexico for the period from 11/16/19 to 11/23/19, which were exactly the same due to an error on Expedia.com. Itinerary number: *** (the wrong one) and number *** (correct one). ( I called them right away, literally 5 minutes after the double booking occurred) I have been in contact with them from the first day the mistake occurred and onward. Also contacted my credit card company (***) before the transaction posted to request to be stopped. Expedia told me that they have to contact the hotel and request cancellation and money back. They claimed that the payment is already submitted to the hotel and they were trying and couldn`t get in contact with them for a few days. Upon contacting the hotel myself I received a response that they do not handle cancellations, but rather have a different department handling this for them, which is in Panama. I contacted them as well. They asked me which of the 2 reservations I would like to cancel and I replied to them, after which I never heard back. I`ve been in contact with Expedia frequently since then and mostly via email, where the communication did not make much sense, because the conversation seemed to be going in circles without them showing any signs of understanding what I mean and kept giving me the runaround. Mostly they had claimed that they cannot process any refunds due to them being charged by the hotel and it was the hotel that had to process the refund if they wished to do so. At that point I had 2 bookings, which meant I could have at least used the one I was trying to get cancelled and possibly give it to friends to join me and my family on the trip(which I was also advised to do by an Expedia representative via email). On 10/15/19 I decided to make another attempt and call Expedia to discuss the charge. During the conversation the representative asked me if I would like the one reservation cancelled. I told them “I would like my money ba
Expedia.com Response
• Apr 07, 2020
April 7, 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 vacation package. Our records show on October 10, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included one hotel room and car rental with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $1889.33. In addition, on October 10, 2019, Mr. or an authorized account user self-booked a second package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included two hotel rooms and private shuttle service with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $2974.97. We understand Mr. is requesting that Expedia refund the hotel portion of his package or provide him with a different form of compensation.On October 10, 2019, Mr. contacted Expedia after he voided the flight and cancelled the private shuttle service on our website. Therefore, Mr. needed Expedia’s assistance in obtaining a refund for the non-refundable hotel room, booked under itinerary *** We then advocated on his behalf by contacting the *** to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s refund request. Additionally, by selecting to complete this booking Mr. acknowledged that he read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.*** Cancun Cancellation Policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.*** Airlines cancellation and change policy: After 24 Hours _Tickets are non-refundable and changes are not permitted.*** Advisory: Charges associated with the base rate are those which are applicable At the time of booking and could be subject to change. Only those charges listed as mandatory are included in the total rate For the displayed rental.Terms 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 October 15, 2019, Expedia contacted Mr. to discuss his credit card dispute of $1124.40, for itinerary *** We provided Mr. with our strict dispute procedures by phone in an attempt to resolve his complaint. However, Mr. stated during our call that he will continue working with his financial institution. We then had to cancel the hotel portion of this itinerary ***, due to non-payment, as Mr. had an open dispute case. While we regret his experience was not as we would of hoped, due to the non-refundable hotel restrictions and a former financial dispute stated above Expedia is unable to honor his request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
Customer Response
• Apr 16, 2020
I received Expedia`s response and strongly disagree with it. Firstly, the part where they claim "We then advocated on his behalf by contacting the *** to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s refund request. " is incorrect. I had made a contact with the *** hotel myself and they advised me that no such request was placed by Expedia. I strongly suspect that Expedia is lying about that and they never attempted to contact the hotel. Secondly, I know for a fact that the hotel never received any money from Expedia for my second reservation. Upon arrival at the hotel I was asked which one of the 2 reservations I would be checking in under. And to my question whether one of them was cancelled they replied "No". And explained that they are receiving the money from Expedia only after the customer ends their stay at the hotel. This means that Expedia only and NO ONE ELSE kept this money from the cancelled reservation. Further more, I insist this reservation was incorrectly cancelled on their end because I never authorized such cancellation when I was asked. If the cancellation was prompted automatically by the dispute filed with the credit card, then why would an Expedia rep ask me if I wanted this reservation calcelled. This is more of a rethorical question. There was no such thing as the reservation being cancelled due to the fact that I disputed the transaction. It was done only after that conversation with the Expedia rep who asked if I wanted it cancelled and to which I said firmly "No" but they went ahead and cancelled anyway. And now they claim it happened due to different circumstances, which is a blatant lie.
***
Thank you
Customer Response
• Jun 01, 2020
Complaint: ***
I am rejecting this response because:
As I have stated numerous times before, Expedia did not cancel my disputed reservation out of policy rules, but more so out of mistake on the part of the agent. If this was a company policy, then it would not make any sense for the agent to ask me the question "would you like me to cancel the reservation" to which I answered firmly "No". This is where Expedia contradicts itself, because if this was a rule for disputed reservations to be cancelled on their end, why would I be asked this question at all? Therefore Expedia is lying. I also do not believe they contacted the hotel to ask for a refund. Today is June 1st, I waited and there is no response from them on that matter. Like I have also previously stated- The hotel does not get paid by them unless there is an actual stay at their hotel. Our reservation was not cancelled upon arrival because we were asked which reservation we would have liked to stay under. That means that they were both active at the time. However, Expedia had already cancelled one and I was informed via email, this was prior to the hotel telling me the 2 reservations were active. Therefore it means I could have used both. Expedia led me to believe my disputed reservation is cancelled prior to arrival and I could not make any use of it due to this fact. Another point is that the fact that they advertise free cancellation withing 24 hours, which tends to be confusing. I have not heard from Expedia at all during this time and I have waited until the deadline I was provided to respond to their response. I am going to initiate a legal action at this point. Expedia is welcome to contact me with any new information received by the Hotel at any point and moreover if they decide to honor my request at this stage I am more than willing to drop the case. However, I intend to proceed with this legally as there is plenty of evidence that they lied on numerous occasions and contradict their story, which is a clear indication of their continuous manipulation.
Sincerely
Expedia.com Response
• Jun 03, 2020
June 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.Between October 10, 2020 and October 14, 2020, Mr. contacted Expedia requesting to cancel the non-refundable hotel stay. In order to override the following rule, “Should you change or cancel this reservation for any reason, your payment will not be refunded”. We called the hotel three times and we spoke to three hotel representatives that did not give the authority to override their non-refundable policy. Therefore, on October 15, 2020, Mr., sent an email stating that he felt we didn’t contact the property to obtain the authorization to process a refund. In addition, Mr. stated that if Expedia cannot refund him, he will take action.We received a dispute on October 15, 2020, we then contacted Mr., who stated the following during our dispute consultation,” I do not want the reservation, and I will not pay for it”. Mr., stated further,” I do not trust your services”, we then informed Mr., the reservation will be cancelled and the financial dispute will be addressed.In reference to Mr.’s statement, “The hotel does not get paid by Expedia unless there is an actual stay at their hotel”. We are held liable by the travel supplier for the collection of payment. Should the reservation be cancelled, or left active, the payment for services will remain obligated under the booking conditions. Therefore, in most cases the hotel property will still collect the payment for a cancelled accommodation. More specifically, under the most restrictive policy of non-refundable. On May 22, 2020, Expedia sent an email to, “***”, to request a full refund. We contacted the property administrator, but due to the Coronavirus travel disruptions, the property will be closed until May 31, 2020. When,” ***”, responds to our refund inquiry we will contact Mr. directly as we are subjected to the resorts approval.On June 1, 2020, Expedia received the response from the property administrator, we were given the required approval to process a full refund. Furthermore, Expedia processed a refund of $1124.40, back to the customer’s original form of payment. It may take up to 30 days for the refund to deposit due to our current delays. 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
Stuck overseas without a return ticket due to the carrier canceling one of the legs of the flight. First attempt at contact was Tuesday at 18:50 (Thailand). Over 32 hours on hold, 60+ disconnections and a flight that leave in 12 hours and still no way to contact Expedia. Tried contacting through ***, ***, and their online chat client with no luck. 32+ hours on the phone also means crazy bill charges and a lack of time with the family.
Expedia.com Response
• Apr 09, 2020
Dear Revdex.com, Thank you for taking the time to contact *** 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 Expedia (Revdex.com
case number ***) regarding a flight reservation. Our
records reflect a round-trip fare with Emirates from Naples (***) to Bangkok (***)
departing March 7,2020, and returning March 23,2020. We understand Mr. is requesting Expedia re-booking a return
flight from Bangkok to Naples, due to a cancellation admitted by the airlines. The
customer is also requesting Expedia pay his cell phone charges relating to the
time spent on hold with customer service.
On March 11, 2020, Emirates cancelled flight *** with no re-protection on a new flight until May 19,2020. Mr. or someone with
access to the account called in on March 23,2020 to receive new flights. A
corporate representative was able to re-book Mr. with no additional
charges from Bangkok to Rome departing on April 2,2020 on *** airlines. On
March 25, *** cancelled these flights as well and the customer made another
call to Expedia on March 30. An Expedia representative advised Mr. there are
no routes *** will operate during April. A credit with *** was permitted to use
for future travel one year from March 23,2020, and accepted by Mr..
Expedia has
accommodated the customer with new flights, therefore no further compensation can
be offered.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 11, 2020
Complaint: ***
I am rejecting this response because:
While Expedia offered a credit on the booking, no credit has been made, despite an email saying it would take no longer than 24 hours to receive. Nearly 2 weeks after the cancellation of the *** flight and request of the airline credit, no credit has been received. This issue is still not resolved.
Sincerely
Expedia.com Response
• Apr 15, 2020
Dear Revdex.com, Thank you for
forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. did not accept
our response and/or resolution offered.We have reviewed the documentation/new information *** provided to
further address his concerns.A
credit for *** on itinerary *** was permitted to use for future
travel one year from March 23,2020 that Mr. had accepted on March 30.
This credit is used by calling into Expedia when new flights are ready to be
booked.
We do
understand Mr. is looking for a refund instead of an airline credit.
Several attempts were made to reach the customer to discuss further
compensation, but we were unable to reach ***. Due to the inconvenience Mr.
*** has undergone, Expedia has processed a refund for the original flight and
insurance purchased on itinerary *** for $655.75.
We thank you
for allowing us to address this matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,
Michael ***Corporate
Correspondence Team
Customer Response
• Apr 15, 2020
Complaint: ***
I am rejecting this response because:
One of the messages said I would be receiving mail communication from Expedia, but never did. Now they have cancelled a trip insurance policy that I was depending on to reimburse me for additional incurred hotel costs and a $500 cell phone bill! I am still overseas and only 2 of their calls made it to my phone at 1 or 2 in the morning. What a headache.
First, I understand the COVID-19 took everyone by surprise and businesses are doing their best to respond to a difficult and unexpected situation.
However, I have an issue with the arbitrary dates Expedia selected for their "Force Majeure Flex Policy for Travel Partners".
***
Per their policy, they included stay dates between March 20, 2020 and April 30, 2020.
We were scheduled to stay at a hotel in London, UK March 16, 2020 - March 18, 2020 and fell outside Expedia Group's arbitrary dates.
On March 14, 2020 (2 days BEFORE) our scheduled stay, the President of the United States implemented a travel ban to the UK.
I tried to contact Expedia at that time, and kept getting a message on their 866 number saying "due to technical difficulties your call cannot be completed as dialed". I also tried contacting the hotel and they kept referring me back to Expedia (whom I could not contact).
I feel strongly that a Presidential Proclamation directly from the President of the United States on live television on March 14 should supersede whatever date Expedia (a business located in the United States) decided to pick, and am requesting a refund in accordance with their stated policy here:
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 27, 2020
Revdex.com:
I received an email from Expedia today saying they are providing a full refund.
Content of email:
----------------------------
We're writing to let
you know that we've processed your refund.Refund amount: USD 465.66How you'll get your refund: We'll apply your refund to *** ending in XXXX Cardholder Name: ***When you'll get your refund: We processed your refund on March 27, 2020. Financial institutions may take up to 15 days to post the credit to your
account.Please contact your credit card company or bank to check on your refund
status.----------------------
I can not leave the Philippines with my daughter on April 22. I have contacted *** and *** to cancel the trip. They say I have to contact expedia. I have tried many times but I cannot get through. Itinerary number ***. They are not responding. I either want a refund or a credit for my flight. I can not leave the Philippines and *** has cancelled my trip. *** can not cancel my flight because I went through expedia.com
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Customer Response
• Apr 02, 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.
We bought a bundle to go to the Dominican Republic from March 17th-21st through Expedia and bought it with insurance. We decided to cancel due to the Covid-19 pandemic after the President spoke on the issue on Thursday, March 12th. Our jobs also told us we could not return to work for 14 days after traveling which we can’t afford. We tried calling for several hours a day for days in a row to get into contact with Expedia to cancel our trip, and they never answered, even though they told customers to only get into contact with them if they were traveling within the next 7 days. We were put on hold anywhere between 45 minutes to 2 and a half hours, only for them to hang up. When we tried to contact them through the website, it was a robot who provided no solution, even when given specific directions to cancel our flight and reservation. We emailed them twice, one of the 14th, the other on the 15th and as of today, March 22nd, we still have received no response. The only time we were ever able to speak to a real person on the phone was when we selected the option to book another flight (we did this to see if we could get into contact with anyone) and were only on hold for 10 minutes. After explaining to the person on the phone our situation and that we wanted to cancel and not book, we were transferred, put on hold for about an hour before they yet again hung up the phone. On Saturday, March 14th we got into contact with the insurance company (***) who told us we were not covered for epidemics nor pandemics. We also got into contact with *** Airlines (who we were supposed to fly with) who is possibly going to give us credit for the flight but could not do it at that time because DR had not closed their borders yet. Moreover, we directly called the hotel and they said they could not help us because of the booking being done through Expedia. We understand these are hard times for everyone, but they should have responded at least once with a solution.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 26, 2020
Complaint: ***
I am rejecting this response because I attempted to get into contact with them by calling both yesterday and today, and they continue to not answer. Additionally, I tried to follow the instructions they sent regarding going to their website to do the cancellation process for a refund, and their website is inaccesible right now.
Sincerely,
*** and
Expedia.com Response
• Apr 02, 2020
April 2, 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. & Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mr. & Mrs. are requesting a full refund.
Our records indicate on January 23, 2020, Mrs. *** or an authorized user of the account self-booked two round trip flights on *** Airlines departing March 17, 2020 from Charlotte, NC to Punta Cana, Dominican Republic and returning on March 21, 2020; along with a four-night hotel reservation at *** - All Inclusive Resort via ***.
After further review on April 2, 2020, Expedia contacted the hotel and they advised that the reservation was cancelled on March 13, 2020 and that they are not expecting any payment on the reservation. *** Airlines confirmed and they confirmed the passengers never took the flights. *** advised due to covid19 tickets could be used for future travel. *** will not charge a change fee but any difference in the cost of the new fare is the responsibility of the customer. Tickets must be traveled on no later than December 31, 2020.
The refund for the hotel has been issued in the amount of $614.78. The refund has been issued to the original card that was issued and should appear with the next 30 days. A refund has also been emailed to the email address on file. Our Customer Service Department may be contacted at 877-227-7481 for the exchange process to be completed. *** Airline is not offering to refund the ticket but are offering to extend the ticket and waive the exchange fee.
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 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 Mr. Reading 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 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 02, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a airline ticket through Expedia on March 2, 2020 to leave from Chicago to Barbados on 3/16/20. My school trip was canceIed due to Covid-19. I have been calling Expedia since 03/10/20 to cancel my trip. I have talked to an agent on virtual chat that said they could not help me with my issue. I tried canceling the flight my self online the website would not allow me. I emailed Expedia as well. I have yet to be Contacted in any way. My trip was for 03/16/20. When I purchased my flight I purchased Insurance and called, and emailed well before the 24 hour trip hold. I reached out to both The insurance and Airline numerous of times to cancel and get refund but both kept insisting that I need to reach Expedia for the refund. After consistently calling the insurance they finally allowed me to put in a claim for my Insurance and still told me I would have to reach Expedia for the claim to go through. On 3/16/20 the day of my trip I reached back out to the airline. After the airline had me on hold for two hours they canceled the flight for me, only because the flight was for later that day and I was not able to contact Expedia. The airline told me they can cancel the flight and issue me Only a credit at the time and once I contact Expedia I will be able to be issued my refund through Expedia. I call everyday and has gotten the same message "we are experiencing technical difficulties". Today is 03/22/20 the first time I was actual able to get to the automated system. I was able to reach an agent after waiting 2hrs 36 mins to explain my situation and the agent put me back on hold. As I am writing this I am currently holding. I called Expedia at 1:30 pm it is 8:13 pm and I am still on hold. A total of 7hrs on hold now. This is insane. The only reason I haven't hung up is because I don't ever want to call again. I never want to deal with a business like this. It unacceptable and very stressful and no one should have to deal with this type of terrible service.
Expedia.com Response
• Mar 26, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 28, 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 have received my refund from Expedia,finally.
I was scheduled to fly to *** on 3/15/20 and then from El Calafate, Argentina to Mendoza, Argentina on 3/24/20. I had booked these flights through Expedia, but booked my return flight directly with *** Airlines. As of 3/11/20, Argentina instituted a 14 day mandated quarantine for all travelers from countries with transmission of coronavirus, including the United States. As a result, I had to cancel my trip. I submitted the cancellation online on 3/12/20 and received a confirmation email. The email mentioned several reasons why you might not be able to do a cancellation via email. As a result, I attempted to call Expedia, several times, but the phone lines were down or I would wait on hold for 2 hours only to be disconnected. The morning of my flight, I attempted to contact Expedia again, but was unsuccessful. The first leg of my flight was through *** and I was able to contact them and cancel that leg (***--***). The next 2 legs were through *** airlines and *** was unable to cancel these for me. I attempted to call *** airlines, but their phone lines were also down.
On 3/20/20, I called Expedia at 8am and waited on hold for 2 hours only to be disconnected. I called again and this time after 2.5hrs someone picked up. I explained the situation and they asked to put me on hold again to contact *** airlines. After about 1.25hrs, a different associated picked up and asked what I needed help with and I had to start over. Ultimately, he was unable to reach ***. He advised that I was a no show for the flight on 3/15 (despite my attempts to cancel). He stated that he cancelled the flight on 3/24, but that I would not be eligible for a refund (my friend on the same flight was able to get a refund due to a schedule change for the flight). I never received a confirmation email. I submitted a claim with *** Insurance, but I want to make sure I'm not considered a no show for my first flight.
Expedia.com Response
• Mar 26, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 27, 2020
Complaint: ***
I am rejecting this response because: While Expedia has experienced unprecedented calls about cancellations in travel plans, they did not properly prioritize by date of travel or create a system that can process these calls appropriately. For instance, *** had a much better system that called you back when your hold time was up instead of requiring people to sit on hold for several hours. This also prevents what happened with Expedia, which is that there phone systems failed because of the number of calls.
Sincerely
Expedia.com Response
• Apr 03, 2020
April 3, 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 the validity of her flight reservation a refund. We understand that Ms. wants to make sure she is not considered a no show on the outbound flight.
Our records indicate on January 6, 2020, Ms. or an authorized user of the account self-booked a combined one way flight on *** Airlines Group departing March 15, 2020 from Boston, MA , USA to Puerto Natales, and returning on March 24, 2020 from El Calafate, Argentina to Mendoza, Argentina; along with the Flight Protection Plan via ***.
After further review on April 3, 2020, Expedia has been able to verify that the Expedia account is not noted or documentation with any calls or complaint. Expedia has verified the COVID19 policy on *** Airlines Group website, “ If your flight date is until April 30, 2020 and for some reason you can't show up, don't worry: you don't need to do anything now. Your ticket will remain open and the value you paid will be available for you when you decide to reschedule your new trip, to fly until December 31st, 2020.” The ticket on both records are open and the customer needs to contact Expedia to make a date change. Although the airline record is marked as a no show, if has no affect on how *** Airlines Group is handling the COVID19 process.
Ms. may contact our Customer Service Department at 877-227-7481 for assistance with exchanging her tickets.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines Group 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:
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 06, 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. Although, there is at a minimum evidence of my attempt to cancel the flight prior to the date of travel.
Made reservations for a trip in December for May. Due to the travel restrictions I tried to modify dates on line it says "to make changes contact a Representative." Because my trip is not within 72 hours customer service will not speak to me. Funny thing is, if I had booked with the airlines and hotel directly, they could have helped me on day one! what's wrong with that picture! So I have a trip that is scheduled for May that I can't make changes to and can't get a representative to help me change So am I expected to travel on these dates? Do I truly have the option to modify dates???? am I losing the money? I understand what is happening in the world and I'm fully prepared to be patient but after weeks of trying to get in touch with them I'm frustrated and will never book through them again. The way they have handled this situation has been unacceptable!
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked a family trip to Greece for the month of July (July 6-16) on February 8. As you know, the president of the US has banned all travel to Europe (and Greece) due to COVID19. I have attempted to contact Expedia tirelessly and I am not able to get through to them. I keep getting different contact numbers to call them and when I do all I get is recordings stating they are having technical difficulties to please try my call again later or that they are only taking phone calls for anyone who is traveling within the next 7 days. I think they are being disingenuous when they claim they are having technical difficulties. They should be honest and say that they are experiencing a great number of calls. At this time, I want to cancel my reservations and get a refund. They have prevented me from doing this by claiming to have technical difficulties.
April 7,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding packages. We understand *** is requesting a refund.On
February 8, 2020, *** or a person authorized for the Expedia account,
booked four itineraries with packages.Itinerary
*** includes flights and hotel for two passengers. The flights are
with *** Airlines, traveling from Athens, Greece, to Santorini, Greece,
departing on July 10, 2020, and returning on July 16, 2020. The hotel stay is with
***, Santorini is for six nights, and is
nonrefundable with no changes allowed. A second itinerary, number ***
was booked with the same items and dates for two additional passengers.Itinerary
*** includes flights and hotel
for two passengers. The flights are with *** with travel from New York,
NY, USA to Athens, Greece, departing on July 6, 2020 and returning on July 16,
2020. The hotel stay is with ***, and is for check in on July
7, 2020, and for three nights. It is nonrefundable with no changes allowed.We
understand that the customer is asking for waivers due to the Covid-19
pandemic. The current situation is unprecedented. We reviewed the terms and
conditions agreed to on the date of booking and any waivers or flex policies available
with the vendors. The *** flights are nonrefundable, but may be changed without a fee, prior to
the departure date of the flight. The customer will be required to pay any difference
in cost at the time of the exchange. At the time the tickets were purchased, changes
without a fee were being offered due to the evolving situation. After departure
of the flight, the tickets will be considered used whether the seats purchased
are occupied or not. As far as waivers for ***, they are advising that
they have been forced to reduce their flights for travel until the end of May.
There is no further information, or waivers, for flights in July.The *** stated that according to the Greek Ministry of Tourism all of the
hotel properties in Greece will be closed until April 30, 2020. For this
reservation, they will allow the customer to change the dates to a stay that
will be the same number of nights, without a reduction in the rate, based on availability,
for dates within 2020. If dates are selected that are more expensive a rate
increase maybe due.*** did not provided any waivers. In any case, the
customer may check back at a later date as the situation evolves to see if waivers
or goodwill are available. ***
Airlines is a carrier that works directly with their passengers. As such, the
customer is required by them to contact the airline directly regarding any
waiver requests.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,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I am really disappointed with Expedia's "resolution." Expedia is basically trying to absolve themselves of any responsibility. When we signed the contract with Expedia, inherent in the agreement is the fact that Expedia as a service provider, will be able to provide or guarantee the service we purchased. They are basically saying that they cannot guarantee the service we purchased, as such they are liable and should, at the minimum, either guarantee a return of the purchase price, or provide a credit for each purchase. For Expedia, to simply say, this is an unprecedented circumstance, we can't provide them the service we promised and we won't return their money is not acceptable. We are long-time Expedia customers and expect more from the company.
Sincerely
I booked a hotel through Expedia and had to cancel the day before the trip over concern over the COVID19 pandemic. We were planning to go on the trip, but things had escalated to pandemic within 24 hours of our flight so we cancelled the trip due to safety concerns. We were only refunded 75% of our payment, even though the circumstances were beyond our control and cancellation was in the best interest of public health.
April 9, 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 hotel reservation. Our records show on January 31, 2020, Mr. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary *** The hotel stay was with ***, Kailua-Kona HI for a check in on March 12, 2020 and a check out on March 16, 2020, for a total of $1026.36. We understand that Mr. is seeking compensation from Expedia for the penalties charged under the resorts cancellation policy, based on Travel Advisories. On March 11, 2020, Mr. or an authorized account user cancelled the hotel stay on our website, therefore, a penalty fee of $256.59 was deducted. The time it takes for $769.77, to process back to the original form of payment will take up to 30 days due to our delays in processing. On March 16, 2020, Mr. contacted Expedia requesting a refund for the penalty fee. We reached out to ***, on behalf of Mr. to request a refund. Regrettably, the hotel denied our request stating that the reservation was cancelled after, Monday, March 9, 2020 which was subject to a hotel fee equal to 1 night(s) plus taxes.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 hotel. Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, 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 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.On April 8, 2020, Expedia contacted the *** to advocate on Mr. behalf, due to the Coronavirus (COVID-19) which has impacted a number of travelers plans around the world. However, the Resort was unavailable at the time of our inquiry. Based on the circumstances, Expedia has issued a $100 voucher to Mr. 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 May 31, 2021. Please note that this voucher is not intended to place a value on Mr. experience, but rather, it is meant to emphasize our commitment to him as a customer. While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request.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
Complaint: ***I am rejecting this response because while we appreciate the effort to advocate to the hotel on our behalf we would still like the full refund. My wife (who is pregnant) and I were advised not to travel before the trip (at the time of this being declared a pandemic) but after the cancellation period by our physician. See attachment for proof. If that isn't a legitimate reason for the hotel to issue the refund, I don't know what would be. It was bad enough that we had to cancel this trip, we shouldn't be punished financially for protecting our health. Sincerely
April 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attentionWe have reviewed the documentation Mr. provided to further address his health concerns, due to the Coronavirus. We understand that Mr. is seeking a refund for the penalty fee charged under the resorts cancellation policy.Upon receipt of the Revdex.com complaint, on April 16, 2020, Expedia contacted the *** to advocate on Mr. behalf, due to the Coronavirus. We forwarded over Mr. documentation to the resort for refund reconsideration. Fortunately, *** issued authorization to Expedia to submit a refund.On April 16, 2020, due to our current delays in processing refunds, $256.59 may take up to 30 days to post back to Mr. original form of payment. 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. I am happy to say I look forward to visiting *** in the future and will continue to use Expedia for my travel needs. Thank you
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I was charged for a hotel reservation when it was cancelled due to circumstances out of my control. The hotel *** inn informed me I would not be charged due to it was cancelled due to corona virus outbreak. They stated they did not charge Expedia’s virtual card. Expedia has continually lied to me and avoided me. At one point they are even telling me they reached out to the hotel and the hotel said it was not refundable. This is not true, as the hotel is writing me a letter to prove there is no truth to this. It is a horrible time to be holding onto people’s hard earned money when the hotel did not even charge. Expedia pocketed the money.
May 31, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention. Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case
number ***) regarding her hotel reservation. Our
records indicate that on February 28, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable hotel reservation on Expedia's
website, under itinerary ***. The booking was with *** Inn
Topeka, Topeka, KS, for March 13-15, 2020. The customer paid $272.02 for the
reservation. Upon
review, on March 23, 2020, the customer contacted Expedia and requested a
refund of the hotel due to COVID-19. Expedia contacted the hotel and received a
waiver of the nonrefundable penalty. On March 24, 2020, Expedia issued a full
refund of the booking back to the customer’s original form of payment (Paypal). Upon further review, the refund failed.
On May 30, 2020, Expedia contacted Ms. via phone and email to verify her billing
information in order to reprocess the refund, however wasn’t able to reach the
customer. We respectfully request that Ms.
calls Expedia at her earliest convenience to verify her billing information so that
we reprocess a refund of $272.02 on our end. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Gayana *** Corporate Correspondence Team
I had originally planned to travel out of town with my family from Pennsylvania to Cleveland OH til visit other family however, due to the outbreak of COVID 19 that was something I was unable to do. I am a disabled vet that suffers from multiple health issues and I cannot take the chance to travel. I tried reaching out to Expedia by phone multiple times and the hold times were to long and I was unable to get through. So I reached out to the hotel directly and asked if I would be penalized due to what is going on and they advised I wouldn’t because they understand just reach out to expedia to cancel the itinerary. I chec keep back via the app and the app advised to contact within 7 days of your trip again I tried contacting by phone and couldn’t get through I even made attempts to contact via social media. Finally, I receive an email to cancel the booking for a full refund due to covid19 however, the email response does not show my full refund. I was supposed to travel 3/27-3/29/2020 and the refund shows for one night the 3/27-3/28/2020. I shouldn’t be penalized for the current health pandemic.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: the business only refunded half of my stay and not the other half. So I was refunded for March 27th to 28th but not March 28th to the 29th.
Sincerely
April 9, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservations.Our records show on March 9, 2020, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with *** by *** Cleveland, Independence, OH for a check in on March 28, 2020, and a check out on March 29, 2020, for a total of $175.22. We understand that Mrs. is seeking a refund for the penalties charged under the hotel’s cancellation policy, due to Travel Advisories.On March 20, 2020, Mrs. or an authorized account user cancelled the hotel stay on our website. In regards to the cancellation, Expedia utilized a (Waiver Program) providing, Mrs. with an exception to the original cancel policy. See the following *** cancel policy listed below:The room type and rate selected are non-refundable.Should you change or cancel this reservation for any reasonYour full payment will not be refunded.The time it takes for $92.27, to process back to Mrs.’s original form of payment could *** take up to 30 days, to deposit due to delays in processing. On April 9, 2020, Mrs. contacted Expedia requesting a refund for the $82.95, penalty fee. We reached out to *** by ***, on behalf of Mrs. to a refund. Regrettably, the hotel manager was unavailable at the time of our call.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 hotel. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, 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 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.
Due to the circumstances, on April 9, 2020, Expedia processed a refund of $82.95, back to the customer’s original form of payment. The time it takes for that refund to post could take up to 30 days due to delays in processing. 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
Hi My Name is *** and I currently live on LI, which has been adversely effected by COVID-19 . I am a Registered nurse who works on the front line, which as you know can be stressful at times. I recently tried to reach out to Expedia to inform them that *** Airlines had recently cancelled both my out going and incoming flights for a trip on (4/6/20-4/10/20) that I booked with Expedia several months ago. These cancellations were due to the recent COVID-19 pandemic. I've been trying to reach a live representative now for 1 week. When I call them, I either get a message that states that they are having technical difficulties or to call back 72 hours before my departure time. I wanted to be proactive and cancel before then. I did go to there website to cancel, however I received no confirmation number or no recent feedback as to whether my request will be processed.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
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 have yet to hear from Expedia. Exoedia failed to inform me of my flight cancellations. I am a nurse who works on the frontline and my job can be stressful at times but to add to that I now have to continue to try and reach Expedia for s refund.
Sincerely
I am regected the Revdex.com response from Expedia. I have yet to hear from an Expedia representative regarding my refund . I am a nurse who is helping to combat this COVID pandemic and the last thing I need to calling Expedia every day for them to do the right thing and issue me a full refund.
April 9, 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 asking for a full refund.Our records indicate on February 12, 2020, Ms. or an authorized user of the account self-booked two round trip flights on *** departing April 6, 2020 from New York, NY to Oranjestad, Aruba returning on April 10, 2020 along with a four night stay at *** and *** Transportation, via ***. The customer called in to find how much they paid for the transportation. Our representative advised the cost was $45.
We can confirm on March 1, 2020, the customer called in asking about the cost of the change fee. Our representative advised the change fee was $200.00 and guided on how to select seats.
On April 1, 2020, the customer called in and asked about refund. Our representative provided a new refund time frame.
After further review on April 9, 2020, Expedia has been able to verify that the customer cancelled the hotel and ground transportation on March 20, 2020. The refund for the hotel was $432.47 and the ground transportation was $45. Expedia also verified the customer cancelled the three flights with *** on March 20, 2020. In cancelling the flights, a future travel credit of $535.00 per ticket. We verified on *** website that their COVID policy states, “ If you have a ticket with a flight date between March 4th and May 31st, 2020, you can change it without a penalty charge, regardless of the booking date or the destination”. Whenever the customer is ready to change the date on the tickets, she can contact our customer Service Department at 877-***.
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 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:
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
Received email from ***@customercare.expedia.com related to Flight Cancel - Case ID : [REQ:***]. It states "Upon checking the flight *** initiated a schedule change. When checking the policy normal policy will apply because the flight is not covered by the airline flexibility policy. Changes can be done anytime for a change fee of USD 86.36."
This is incorrect.
Hi - On 03-16, I received an email that I could apply for a travel voucher from BA (***.pdf). I applied that same day. I spoke with BA that also said that this travel would be covered; however, I needed to work with *** to complete the transaction.
On 03-23-2020, I received an email reflecting the same (***.pdf).
This all after the fact that I called *** on 03-12 about cancelling my hotel reservation. I was told that a request to the offline team would be made and would be contacted within 24 hours. Instead I never heard back and *** blew me off.
When I inquired about BA flight options, I was told by Renaldo that needed to contact *** (this is after waiting hours to get a hold of *** Travel). The next day (3-13) I tired this number several times with no success. I called back several times a few days later and telephone system hung up on me - saying not within 72 hours. Therefore, I contacted BA (mentioned above). Even when I called *** within the 72 hours, the telephone system hung up on me stating high call volumes.
I filled out the *** form in attempt to get help. Your response doesn't seem to be correct or helpful. Please contact BA to have this correct.
Please provide voucher. Or return points. Or both.
April 2, 2020 Revdex.com Revdex.com Northwest Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and
concerns which have been brought, to our attention. We are disheartened the
customer felt their concerns, were not resolved adequately by our company prior
to seeking further actions from you. We are responding to the consumer complaint from ***, Revdex.com case
number *** regarding a flight cancellation request.
Upon additional review it was verified that Mr. booked the
reservation in question, itinerary ***, with *** Ultimate Rewards
and not via Expedia.com. We have worked with our *** team to provide the
following details on this issue. While the reservation is non-refundable, as
per *** policy this reservation is eligible for a future travel
credit due to the reservation not being utilized as booked. The following
Future Travel Credit information is being held for Mr. and his
traveling companions to be utilized as outlined below. Number of Passengers: 3 Amount of Credit per person: $92.50 Change fee: Waived by *** Travel must be completed by March 21, 2021 FTC can be used for a new booking with *** Again, we thank you for allowing us the opportunity to address the issues that
were brought to our attention. If Mr. has any further questions
or concerns regarding this matter or when Mr. would like to use his
FTC, he will need to contact *** Ultimate Rewards directly at ***. Sincerely, Michelle *** Ultimate Rewards Supervisor DeskTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID.
I have marked this is as resolved, despite Expedia not offering an apology and trying to shift blame to *** Travel (email was from Expedia).
Without writing it, they at least indirectly acknowledge that they were wrong in the original information they shared.
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
I booked an international flight for myself and my husband for April, Expedia canceled my flight, as requested, but provided me with an airline credit, rather than the refund, which I requested. When I called *** they advised that.I need to contact Expedia. Expedia provides a phone number where you cannot advance the call to an agent. Their onlunpp8ne chat also doesn’t help. There is no email address, so they are not allowing me the option to request this credit be converted to a refund.
My husband has cancer, and we are unable to use this credit at a later date. We need this money refunded, yet we cannot request such credit, due to Expedia removing all options to make this request.
March 31, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mrs. is requesting to receive a refund instead of the flight credit she has for the cancelled flights.
Our records indicate on January 25, 2020, Mrs. or an authorized user of the account self-booked two round trip flights on *** departing on April 15, 2020 from New York, NY to Zurich, Switzerland and returning on April 25, 2020; via ***. The customer called in and wanted to select paid seats. Our representative advised that she can select seats on the airline website.
On March 21, 2020, Expedia was able to view our back office system and it shows the reservation was cancelled on March 21, 2020.
After further review on March 31, 2020, we have verified that the original reservation that was created was non-refundable. *** fare rules state cancellation are allowed anytime; ticket is non-refundable; changes are allowed and a $300 per ticket change fee plus any difference in the cost of the new fare would be applicable to a change. The airline credit is valid for 12 months from the date of issue (January 25, 2020).
Mrs. may contact our Customer Service Department at 877-227-7481 for any inquiry she may have about changing her flights.
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 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 Mrs. 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 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 information provided above, Expedia is unable to honor Mrs.’s request for a 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
Complaint: ***
I am rejecting this response because:
When I canceled the flight, I was told it needed to be done through Expedia. I had been watching both the *** and Expedia sites for information allowing cancelations without penalty. the night that I canceled was the first night that both *** and Expedia posted on their websites that penalties would be waitved due to the Coronavirus. I initially tried to cancel with *** but they advised that I needed to cancel through expedia, because that is the third party that I booked thorugh. I did that, only once both sites had posted on their website that this was now an option.
I would not have canceled the flight had I known there was a penalty to doing so, as I checked it every night for two weeks as the countries were becoming plagued with this virus.
Sincerely
It would have been my 1st time on a cruise to Bermuda on the *** leaving New York Port on April 11th to return back April 18,2020. I canceled the trip with a travel agency called Expedia.com cruise ship, because of my health and the was Leary to go because of the Coronavirus! I was told I should cancel for health reasons and have a doctor's note to prove it! During this crisis, the company Expedia said they can only give me back half of my monies since I canceled because of their policy! I am a senior citizen and especially now with crisis, and cruise ship lines are shut down, I would like a full refund because of the crisis! This company was very, very insensitive and only w as noted my money! I have spent hours and days as they have put me on hold for 30 minutes or more! The company was rude and took advantage of me never been or a cruise and my first time out of the country! Now. I really need my money back because of the Coronavirus and my work will be closed for 2 weeks or more! I see why some people commit suicide, because of keeping $700.00 , when I live by myself and saved my money to go on my first cruise and this company Expedia.com cruise ship only gave me half because it is their policy! Please help me solve this, I am begging, pleading for the monies back because of the Coronavirus! I need a lawyer but I cant afford one! Please help me ! They were so rude even the supervisor! I don't know whst to do because this has been going on since my birthday the end of February ! This company Expedia.com saw dollars and used an innocent senior citizen whom the company took adv6of their well being! I need desperately my 700.00 back into my checking account especially during this National Crisis
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
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
Greetings! My name is *** and I pressed the wrong print that I am unsatisfied with the response from Expedia.com cruise ship travel agency! I am requesting please to reopen my case # *** as per my complaint letter to The Revdex.com . This is unacceptable and I dissatisfied with their response! Please reopen for under the pandemic crisis we are all in, I would like a complete full refund and not half of it! Especially, when I was told by my doctor I should not travel because of my health and the Coronavirus! Thank you for your cooperation in this matter. Respectfully, Ms.
April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number *** ) regarding a cruise reservation.Our records show on January 13, 2020, Ms. or an authorized Expedia account user booked a cruise reservation, under itinerary *** . Travel was with *** traveling from New York, NY to Bermuda departing on April 11, 2020 and returning on April 18, 2020, for a total of $1495.43. We understand that Ms. is seeking compensation from Expedia, due to canceling the reservation based upon (COVID-19).On February 25, 2020, Ms. contacted Expedia to obtain the cancellation policy, as she was interested in canceling. We provided Ms. with the (75 percent) penalty rate should she chose to cancel, therefore, $774.96, would be deducted based on ***’s cancellation chart, below:Days Prior to Departure:7 Days or More Sailings (Mini Suites and Below)119 - 91 days 25%90 - 61 days 50%60 - 31 days 75%30 days or less 100%On February 26, 2020, Ms. contacted Expedia to cancel the cruise reservation, due to an extenuating circumstance and (COVID-19) concerns. While we understood the extraordinary circumstances that affected Ms. travel plans, *** did not have a flexibility policy available to override their penalty. Therefore, the reservation was cancelled and the (75 percent) penalty fee was deducted. On February 27, 2020, Ms. called Expedia back to discuss the cancellation penalty fee of $774.96, we made an attempt to reiterate the (75 percent) *** policy. However, Ms. did not accept the conditions we relayed on behalf of the travel provider. Moreover, Expedia’s Terms of Use which were agreed to by Ms. the time of booking, 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 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.Expedia serves as a third-party intermediary with travel providers such as cruise lines, car rental agencies, hotels, and airlines we are subjected to the rules and restrictions of those providers. Expedia does not own or operate any cruise line and we have no control over when, or how often, cruise lines cancel/restrict sailing. We cannot provide a refund unless approved by the cruise line and must adhere to the cruise lines policy.While we understand the (COVID-19) situation we have continued to serve Ms. to the best of our ability through-out her requests for assistance. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel providers. Due to the information provided above, we are unable to honor Ms. refund request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
they canceled my flights and left me stranded in Mexico. they will not respond to my attempts to straighten this out. I need a refund. I purchased the travel insurance also so they need to refund me. I had to purchase a new set of tickets while in Mexico that cost almost 800$. they are blaming the airlines and after contacting the airlines I was told only expedia had the authority to cancel my tickets. please help *** that is my itinerary number for the flight that was canceled.
April 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his package reservation. We
understand, his returning flight with *** Airlines was cancelled and the
customer is requesting a refund of the unused flight, along with a refund of
his travel package protection plan. Our records indicate that on November 22,
2019, the customer, or an authorized user of the Expedia account, self-booked a
package for two passengers on Expedia's website, under itinerary ***.
It included an outbound flight with *** Airlines from Providence, RI, USA, to
Cancun, Quintana Roo, Mexico, with a connection in Atlanta, GA, USA, departing
on March 10, 2020; A returning flight with *** Airlines from Cancun,
Quintana Roo, Mexico, to Providence, RI, USA, with a connection in Charlotte,
NC, USA, departing on March 19, 2020; A refundable ***, Cancun, Mexico, for March
10-19, 2020; A Travel Protection Package Protection Plan with ***; a Private
Ride: Cancun Airport (***) with ***. The customer paid $5,298.57
in total for the package. Upon review, the customer used his
outbound flight with *** Airlines on March 10, 2020. The customer’s returning
flight with *** Airlines was cancelled on January 13, 2020. Upon further review,
on this date, January 13, 2020, we received a chargeback for this flight from the
customer’s bank. As a result, the flight was auto-cancelled and the airline
issued a full refund of $500.00 back to the customer’s original form of payment.
Attached are two screenshots from *** Airline’s website with refund
details. Travel Package Protection Plan can be refunded
pre-travel and no later than 15 days after purchase. Based on the information
above, we are not able to honor the customer’s request for a 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,Gayana *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
*** they are referring to the wrong itinerary #. The one at question is itinerary#
April 11, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint
from Mr. *** (Revdex.com case number ***) regarding his package
reservation under itinerary ***. Our records indicate that on November 22, 2019, the customer, or an
authorized user of the Expedia account, self-booked a package for two
passengers on Expedia's website, under itinerary ***. It included an
outbound flight with *** Airlines from Providence, RI, USA, to Cancun,
Quintana Roo, Mexico, with a connection in Atlanta, GA, USA, departing on March
10, 2020; A returning flight with *** Airlines from Cancun, Quintana Roo,
Mexico, to Providence, RI, USA, with a connection in Charlotte, NC, USA,
departing on March 19, 2020; A refundable ***, Cancun, Mexico, for March 10-19,
2020; A Travel Protection Package Protection Plan with ***; a Private
Ride: Cancun Airport (***) with ***. Upon review, the customer contacted Expedia on December 7, 2019, and
requested to cancel his package. On December 7, 2019, we cancelled the refundable
hotel for a full refund of $2,762.24 and the refundable shuttle service for a
full refund of $62.72; Due to the flights’ nonrefundable policy, our agent
refunded both flights using the customer’s Travel Protection Package Protection
Plan - $408.02 for the flight with *** and $500.00 for the flight with ***
Airlines. Our system indicates that all four refunds were successfully processed
by the customer’s bank. Should the customer have a question in regards to his refunds, he needs
to contact his bank. 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:
Sincerely,
***
I have provided the proper itinerary number. and the documents to show that they canceled my flight. I also have proof that I had buy another flight at over 700.00 us dollars. I have been trying to contact them over and over, must times they just hang up on me. I do not dispute the itinerary they have responded too but its not the one at question. I have done a lot of business with them but they need too know what itinerary we are talking about. my flight was canceled and I did not cancel it now they owe me money. and on top of all this I bought the insurance but its all their fault and they should do the right thing
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I have made reservation through expedia.com for a hotel in paris, I want to cancel the reservation as I am unable to travel due to current pandemic and my pre existing health issue, I have contacted the hotel and hotel has sent me an email that they will cancel the reservation free of charge, But I am unable process the cancellation and obtain the refund from expedia.com here is the detailFrom: *** Sent: Thursday, March 19, 2020 7:29 AM
To: *** Subject: RE: Request for cancellation
Good Morning ,
We take note of your request,
Regarding this current health issue, exceptionnaly you can cancel free of charge
Best Regards
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Expedia website stated if I cancel within 24 hours I would get a refund. I tried to cancel flight within 24 hours and website is not working due to technical issues. It would not let me cancel my flight within 24 hours. I tried calling customer service, but cannot get ahold of anyone. Expedia phones have not been working or extremely long hold times. Expedia has been non-responsive.
April 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation. We
understand, the customer is requesting to void his flight due to COVID-19. Our records indicate that on March 22, 2020,
the customer, or an authorized user of the Expedia account, self-booked a roundtrip
flight from San Francisco, CA, USA, to Seoul, South Korea, departing on March
26, 2020, and returning on March 28, 2020. The customer paid $3,589.5 for the
flight. Upon further research, on March 23, 2020,
the customer called us and requested to cancel the flight due to COVID-19. On
March 23, 2020, per the customer’s request, Expedia agent voided the flight. Please keep in mind, when a flight gets
voided, there is no refund, the initial associated authorization charge falls
off the customer’s bank statement. 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
Booked a hotel via Expedia. Due to COVID-19 restrictions, my trip was cancelled. So I called the hotel, they cancelled my booking for free and informed me that Expedia had my money. Expedia is withholding half the cost of the hotel because they claim that its the hotel's policy. When in reality, the hotel waived the policy. Refund me the entirety of the hotel cost and stop exploiting this situation.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I had made 2 bookings on 10/10/19 for vacation in Mexico for the period from 11/16/19 to 11/23/19, which were exactly the same due to an error on Expedia.com. Itinerary number: *** (the wrong one) and number *** (correct one). ( I called them right away, literally 5 minutes after the double booking occurred) I have been in contact with them from the first day the mistake occurred and onward. Also contacted my credit card company (***) before the transaction posted to request to be stopped. Expedia told me that they have to contact the hotel and request cancellation and money back. They claimed that the payment is already submitted to the hotel and they were trying and couldn`t get in contact with them for a few days. Upon contacting the hotel myself I received a response that they do not handle cancellations, but rather have a different department handling this for them, which is in Panama. I contacted them as well. They asked me which of the 2 reservations I would like to cancel and I replied to them, after which I never heard back. I`ve been in contact with Expedia frequently since then and mostly via email, where the communication did not make much sense, because the conversation seemed to be going in circles without them showing any signs of understanding what I mean and kept giving me the runaround. Mostly they had claimed that they cannot process any refunds due to them being charged by the hotel and it was the hotel that had to process the refund if they wished to do so. At that point I had 2 bookings, which meant I could have at least used the one I was trying to get cancelled and possibly give it to friends to join me and my family on the trip(which I was also advised to do by an Expedia representative via email). On 10/15/19 I decided to make another attempt and call Expedia to discuss the charge. During the conversation the representative asked me if I would like the one reservation cancelled. I told them “I would like my money ba
April 7, 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 vacation package. Our records show on October 10, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included one hotel room and car rental with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $1889.33. In addition, on October 10, 2019, Mr. or an authorized account user self-booked a second package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included two hotel rooms and private shuttle service with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $2974.97. We understand Mr. is requesting that Expedia refund the hotel portion of his package or provide him with a different form of compensation.On October 10, 2019, Mr. contacted Expedia after he voided the flight and cancelled the private shuttle service on our website. Therefore, Mr. needed Expedia’s assistance in obtaining a refund for the non-refundable hotel room, booked under itinerary *** We then advocated on his behalf by contacting the *** to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s refund request. Additionally, by selecting to complete this booking Mr. acknowledged that he read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.*** Cancun Cancellation Policy: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.*** Airlines cancellation and change policy: After 24 Hours _Tickets are non-refundable and changes are not permitted.*** Advisory: Charges associated with the base rate are those which are applicable At the time of booking and could be subject to change. Only those charges listed as mandatory are included in the total rate For the displayed rental.Terms 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 October 15, 2019, Expedia contacted Mr. to discuss his credit card dispute of $1124.40, for itinerary *** We provided Mr. with our strict dispute procedures by phone in an attempt to resolve his complaint. However, Mr. stated during our call that he will continue working with his financial institution. We then had to cancel the hotel portion of this itinerary ***, due to non-payment, as Mr. had an open dispute case. While we regret his experience was not as we would of hoped, due to the non-refundable hotel restrictions and a former financial dispute stated above Expedia is unable to honor his request. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Melanie ***Corporate Correspondence Team
I received Expedia`s response and strongly disagree with it. Firstly, the part where they claim "We then advocated on his behalf by contacting the *** to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s refund request. " is incorrect. I had made a contact with the *** hotel myself and they advised me that no such request was placed by Expedia. I strongly suspect that Expedia is lying about that and they never attempted to contact the hotel. Secondly, I know for a fact that the hotel never received any money from Expedia for my second reservation. Upon arrival at the hotel I was asked which one of the 2 reservations I would be checking in under. And to my question whether one of them was cancelled they replied "No". And explained that they are receiving the money from Expedia only after the customer ends their stay at the hotel. This means that Expedia only and NO ONE ELSE kept this money from the cancelled reservation. Further more, I insist this reservation was incorrectly cancelled on their end because I never authorized such cancellation when I was asked. If the cancellation was prompted automatically by the dispute filed with the credit card, then why would an Expedia rep ask me if I wanted this reservation calcelled. This is more of a rethorical question. There was no such thing as the reservation being cancelled due to the fact that I disputed the transaction. It was done only after that conversation with the Expedia rep who asked if I wanted it cancelled and to which I said firmly "No" but they went ahead and cancelled anyway. And now they claim it happened due to different circumstances, which is a blatant lie.
***
Thank you
Complaint: ***
I am rejecting this response because:
As I have stated numerous times before, Expedia did not cancel my disputed reservation out of policy rules, but more so out of mistake on the part of the agent. If this was a company policy, then it would not make any sense for the agent to ask me the question "would you like me to cancel the reservation" to which I answered firmly "No". This is where Expedia contradicts itself, because if this was a rule for disputed reservations to be cancelled on their end, why would I be asked this question at all? Therefore Expedia is lying. I also do not believe they contacted the hotel to ask for a refund. Today is June 1st, I waited and there is no response from them on that matter. Like I have also previously stated- The hotel does not get paid by them unless there is an actual stay at their hotel. Our reservation was not cancelled upon arrival because we were asked which reservation we would have liked to stay under. That means that they were both active at the time. However, Expedia had already cancelled one and I was informed via email, this was prior to the hotel telling me the 2 reservations were active. Therefore it means I could have used both. Expedia led me to believe my disputed reservation is cancelled prior to arrival and I could not make any use of it due to this fact. Another point is that the fact that they advertise free cancellation withing 24 hours, which tends to be confusing. I have not heard from Expedia at all during this time and I have waited until the deadline I was provided to respond to their response. I am going to initiate a legal action at this point. Expedia is welcome to contact me with any new information received by the Hotel at any point and moreover if they decide to honor my request at this stage I am more than willing to drop the case. However, I intend to proceed with this legally as there is plenty of evidence that they lied on numerous occasions and contradict their story, which is a clear indication of their continuous manipulation.
Sincerely
June 3, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.Between October 10, 2020 and October 14, 2020, Mr. contacted Expedia requesting to cancel the non-refundable hotel stay. In order to override the following rule, “Should you change or cancel this reservation for any reason, your payment will not be refunded”. We called the hotel three times and we spoke to three hotel representatives that did not give the authority to override their non-refundable policy. Therefore, on October 15, 2020, Mr., sent an email stating that he felt we didn’t contact the property to obtain the authorization to process a refund. In addition, Mr. stated that if Expedia cannot refund him, he will take action.We received a dispute on October 15, 2020, we then contacted Mr., who stated the following during our dispute consultation,” I do not want the reservation, and I will not pay for it”. Mr., stated further,” I do not trust your services”, we then informed Mr., the reservation will be cancelled and the financial dispute will be addressed.In reference to Mr.’s statement, “The hotel does not get paid by Expedia unless there is an actual stay at their hotel”. We are held liable by the travel supplier for the collection of payment. Should the reservation be cancelled, or left active, the payment for services will remain obligated under the booking conditions. Therefore, in most cases the hotel property will still collect the payment for a cancelled accommodation. More specifically, under the most restrictive policy of non-refundable. On May 22, 2020, Expedia sent an email to, “***”, to request a full refund. We contacted the property administrator, but due to the Coronavirus travel disruptions, the property will be closed until May 31, 2020. When,” ***”, responds to our refund inquiry we will contact Mr. directly as we are subjected to the resorts approval.On June 1, 2020, Expedia received the response from the property administrator, we were given the required approval to process a full refund. Furthermore, Expedia processed a refund of $1124.40, back to the customer’s original form of payment. It may take up to 30 days for the refund to deposit due to our current delays. 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
Stuck overseas without a return ticket due to the carrier canceling one of the legs of the flight. First attempt at contact was Tuesday at 18:50 (Thailand). Over 32 hours on hold, 60+ disconnections and a flight that leave in 12 hours and still no way to contact Expedia. Tried contacting through ***, ***, and their online chat client with no luck. 32+ hours on the phone also means crazy bill charges and a lack of time with the family.
Dear Revdex.com, Thank you for taking the time to contact *** 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 Expedia (Revdex.com
case number ***) regarding a flight reservation. Our
records reflect a round-trip fare with Emirates from Naples (***) to Bangkok (***)
departing March 7,2020, and returning March 23,2020. We understand Mr. is requesting Expedia re-booking a return
flight from Bangkok to Naples, due to a cancellation admitted by the airlines. The
customer is also requesting Expedia pay his cell phone charges relating to the
time spent on hold with customer service.
On March 11, 2020, Emirates cancelled flight *** with no re-protection on a new flight until May 19,2020. Mr. or someone with
access to the account called in on March 23,2020 to receive new flights. A
corporate representative was able to re-book Mr. with no additional
charges from Bangkok to Rome departing on April 2,2020 on *** airlines. On
March 25, *** cancelled these flights as well and the customer made another
call to Expedia on March 30. An Expedia representative advised Mr. there are
no routes *** will operate during April. A credit with *** was permitted to use
for future travel one year from March 23,2020, and accepted by Mr..
Expedia has
accommodated the customer with new flights, therefore no further compensation can
be offered.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:
While Expedia offered a credit on the booking, no credit has been made, despite an email saying it would take no longer than 24 hours to receive. Nearly 2 weeks after the cancellation of the *** flight and request of the airline credit, no credit has been received. This issue is still not resolved.
Sincerely
Dear Revdex.com, Thank you for
forwarding the consumer rebuttal from *** (Revdex.com case number ***). We regret to hear Mr. did not accept
our response and/or resolution offered.We have reviewed the documentation/new information *** provided to
further address his concerns.A
credit for *** on itinerary *** was permitted to use for future
travel one year from March 23,2020 that Mr. had accepted on March 30.
This credit is used by calling into Expedia when new flights are ready to be
booked.
We do
understand Mr. is looking for a refund instead of an airline credit.
Several attempts were made to reach the customer to discuss further
compensation, but we were unable to reach ***. Due to the inconvenience Mr.
*** has undergone, Expedia has processed a refund for the original flight and
insurance purchased on itinerary *** for $655.75.
We thank you
for allowing us to address this matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact
us.
Sincerely,
Michael ***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
One of the messages said I would be receiving mail communication from Expedia, but never did. Now they have cancelled a trip insurance policy that I was depending on to reimburse me for additional incurred hotel costs and a $500 cell phone bill! I am still overseas and only 2 of their calls made it to my phone at 1 or 2 in the morning. What a headache.
Sincerely
First, I understand the COVID-19 took everyone by surprise and businesses are doing their best to respond to a difficult and unexpected situation.
However, I have an issue with the arbitrary dates Expedia selected for their "Force Majeure Flex Policy for Travel Partners".
***
Per their policy, they included stay dates between March 20, 2020 and April 30, 2020.
We were scheduled to stay at a hotel in London, UK March 16, 2020 - March 18, 2020 and fell outside Expedia Group's arbitrary dates.
On March 14, 2020 (2 days BEFORE) our scheduled stay, the President of the United States implemented a travel ban to the UK.
I tried to contact Expedia at that time, and kept getting a message on their 866 number saying "due to technical difficulties your call cannot be completed as dialed". I also tried contacting the hotel and they kept referring me back to Expedia (whom I could not contact).
I feel strongly that a Presidential Proclamation directly from the President of the United States on live television on March 14 should supersede whatever date Expedia (a business located in the United States) decided to pick, and am requesting a refund in accordance with their stated policy here:
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I received an email from Expedia today saying they are providing a full refund.
Content of email:
----------------------------
We're writing to let
you know that we've processed your refund.Refund amount: USD 465.66How you'll get your refund: We'll apply your refund to *** ending in XXXX Cardholder Name: ***When you'll get your refund: We processed your refund on March 27, 2020. Financial institutions may take up to 15 days to post the credit to your
account.Please contact your credit card company or bank to check on your refund
status.----------------------
Sincerely
I can not leave the Philippines with my daughter on April 22. I have contacted *** and *** to cancel the trip. They say I have to contact expedia. I have tried many times but I cannot get through. Itinerary number ***. They are not responding. I either want a refund or a credit for my flight. I can not leave the Philippines and *** has cancelled my trip. *** can not cancel my flight because I went through expedia.com
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
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
We bought a bundle to go to the Dominican Republic from March 17th-21st through Expedia and bought it with insurance. We decided to cancel due to the Covid-19 pandemic after the President spoke on the issue on Thursday, March 12th. Our jobs also told us we could not return to work for 14 days after traveling which we can’t afford. We tried calling for several hours a day for days in a row to get into contact with Expedia to cancel our trip, and they never answered, even though they told customers to only get into contact with them if they were traveling within the next 7 days. We were put on hold anywhere between 45 minutes to 2 and a half hours, only for them to hang up. When we tried to contact them through the website, it was a robot who provided no solution, even when given specific directions to cancel our flight and reservation. We emailed them twice, one of the 14th, the other on the 15th and as of today, March 22nd, we still have received no response. The only time we were ever able to speak to a real person on the phone was when we selected the option to book another flight (we did this to see if we could get into contact with anyone) and were only on hold for 10 minutes. After explaining to the person on the phone our situation and that we wanted to cancel and not book, we were transferred, put on hold for about an hour before they yet again hung up the phone. On Saturday, March 14th we got into contact with the insurance company (***) who told us we were not covered for epidemics nor pandemics. We also got into contact with *** Airlines (who we were supposed to fly with) who is possibly going to give us credit for the flight but could not do it at that time because DR had not closed their borders yet. Moreover, we directly called the hotel and they said they could not help us because of the booking being done through Expedia. We understand these are hard times for everyone, but they should have responded at least once with a solution.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because I attempted to get into contact with them by calling both yesterday and today, and they continue to not answer. Additionally, I tried to follow the instructions they sent regarding going to their website to do the cancellation process for a refund, and their website is inaccesible right now.
Sincerely,
*** and
April 2, 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. & Mrs. ***, Revdex.com case number *** regarding a refund. We understand that Mr. & Mrs. are requesting a full refund.
Our records indicate on January 23, 2020, Mrs. *** or an authorized user of the account self-booked two round trip flights on *** Airlines departing March 17, 2020 from Charlotte, NC to Punta Cana, Dominican Republic and returning on March 21, 2020; along with a four-night hotel reservation at *** - All Inclusive Resort via ***.
After further review on April 2, 2020, Expedia contacted the hotel and they advised that the reservation was cancelled on March 13, 2020 and that they are not expecting any payment on the reservation. *** Airlines confirmed and they confirmed the passengers never took the flights. *** advised due to covid19 tickets could be used for future travel. *** will not charge a change fee but any difference in the cost of the new fare is the responsibility of the customer. Tickets must be traveled on no later than December 31, 2020.
The refund for the hotel has been issued in the amount of $614.78. The refund has been issued to the original card that was issued and should appear with the next 30 days. A refund has also been emailed to the email address on file. Our Customer Service Department may be contacted at 877-227-7481 for the exchange process to be completed. *** Airline is not offering to refund the ticket but are offering to extend the ticket and waive the exchange fee.
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 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 Mr. Reading 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 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,
*** And
I purchased a airline ticket through Expedia on March 2, 2020 to leave from Chicago to Barbados on 3/16/20. My school trip was canceIed due to Covid-19. I have been calling Expedia since 03/10/20 to cancel my trip. I have talked to an agent on virtual chat that said they could not help me with my issue. I tried canceling the flight my self online the website would not allow me. I emailed Expedia as well. I have yet to be Contacted in any way. My trip was for 03/16/20. When I purchased my flight I purchased Insurance and called, and emailed well before the 24 hour trip hold. I reached out to both The insurance and Airline numerous of times to cancel and get refund but both kept insisting that I need to reach Expedia for the refund. After consistently calling the insurance they finally allowed me to put in a claim for my Insurance and still told me I would have to reach Expedia for the claim to go through. On 3/16/20 the day of my trip I reached back out to the airline. After the airline had me on hold for two hours they canceled the flight for me, only because the flight was for later that day and I was not able to contact Expedia. The airline told me they can cancel the flight and issue me Only a credit at the time and once I contact Expedia I will be able to be issued my refund through Expedia. I call everyday and has gotten the same message "we are experiencing technical difficulties". Today is 03/22/20 the first time I was actual able to get to the automated system. I was able to reach an agent after waiting 2hrs 36 mins to explain my situation and the agent put me back on hold. As I am writing this I am currently holding. I called Expedia at 1:30 pm it is 8:13 pm and I am still on hold. A total of 7hrs on hold now. This is insane. The only reason I haven't hung up is because I don't ever want to call again. I never want to deal with a business like this. It unacceptable and very stressful and no one should have to deal with this type of terrible service.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
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 have received my refund from Expedia,finally.
Sincerely
I was scheduled to fly to *** on 3/15/20 and then from El Calafate, Argentina to Mendoza, Argentina on 3/24/20. I had booked these flights through Expedia, but booked my return flight directly with *** Airlines. As of 3/11/20, Argentina instituted a 14 day mandated quarantine for all travelers from countries with transmission of coronavirus, including the United States. As a result, I had to cancel my trip. I submitted the cancellation online on 3/12/20 and received a confirmation email. The email mentioned several reasons why you might not be able to do a cancellation via email. As a result, I attempted to call Expedia, several times, but the phone lines were down or I would wait on hold for 2 hours only to be disconnected. The morning of my flight, I attempted to contact Expedia again, but was unsuccessful. The first leg of my flight was through *** and I was able to contact them and cancel that leg (***--***). The next 2 legs were through *** airlines and *** was unable to cancel these for me. I attempted to call *** airlines, but their phone lines were also down.
On 3/20/20, I called Expedia at 8am and waited on hold for 2 hours only to be disconnected. I called again and this time after 2.5hrs someone picked up. I explained the situation and they asked to put me on hold again to contact *** airlines. After about 1.25hrs, a different associated picked up and asked what I needed help with and I had to start over. Ultimately, he was unable to reach ***. He advised that I was a no show for the flight on 3/15 (despite my attempts to cancel). He stated that he cancelled the flight on 3/24, but that I would not be eligible for a refund (my friend on the same flight was able to get a refund due to a schedule change for the flight). I never received a confirmation email. I submitted a claim with *** Insurance, but I want to make sure I'm not considered a no show for my first flight.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: While Expedia has experienced unprecedented calls about cancellations in travel plans, they did not properly prioritize by date of travel or create a system that can process these calls appropriately. For instance, *** had a much better system that called you back when your hold time was up instead of requiring people to sit on hold for several hours. This also prevents what happened with Expedia, which is that there phone systems failed because of the number of calls.
Sincerely
April 3, 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 the validity of her flight reservation a refund. We understand that Ms. wants to make sure she is not considered a no show on the outbound flight.
Our records indicate on January 6, 2020, Ms. or an authorized user of the account self-booked a combined one way flight on *** Airlines Group departing March 15, 2020 from Boston, MA , USA to Puerto Natales, and returning on March 24, 2020 from El Calafate, Argentina to Mendoza, Argentina; along with the Flight Protection Plan via ***.
After further review on April 3, 2020, Expedia has been able to verify that the Expedia account is not noted or documentation with any calls or complaint. Expedia has verified the COVID19 policy on *** Airlines Group website, “ If your flight date is until April 30, 2020 and for some reason you can't show up, don't worry: you don't need to do anything now. Your ticket will remain open and the value you paid will be available for you when you decide to reschedule your new trip, to fly until December 31st, 2020.” The ticket on both records are open and the customer needs to contact Expedia to make a date change. Although the airline record is marked as a no show, if has no affect on how *** Airlines Group is handling the COVID19 process.
Ms. may contact our Customer Service Department at 877-227-7481 for assistance with exchanging her tickets.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines Group 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:
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. Although, there is at a minimum evidence of my attempt to cancel the flight prior to the date of travel.
Sincerely