Canadian border is closed to the US
I cancelled a hotel booking in Hawaii a month in advance and they won’t issue a full refund
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 26, 2020
Complaint: ***
I am rejecting this response because:
This company is using being busy as an excuse I cancelled almost two weeks ago and I still haven’t gotten a refund.
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on February 20, 2020, Mr.
***, or an authorized user of the Expedia account, self-booked a nonrefundable
“Pay Later” (charge to be collected directly by the vendor, and not Expedia) accommodation
using Expedia’s mobile site, under itinerary ***. The reservation was
with *** Feb16-19 ***-, Lahaina, HI, for a check in on April 10, 2020, and a check out on
April 17, 2020. If the customer was charged for the booking, we recommend
that he reaches out to the merchant of record, the “***”, for further
assistance, as Expedia did not collect a payment for this booking.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers.
Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which
were agreed to by Mr. at the time of booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are
not liable for the acts, errors, omissions, representations, warranties,
breaches or negligence of any such suppliers or for any personal injuries,
death, property damage, or other damages or expenses resulting there from. The
Expedia Companies and the Expedia Affiliates have no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Apr 03, 2020
Complaint: ***
I am rejecting this response because: how can Expedia allow people to book and then take no responsibility! If they are taking bookings they are responsible, it is up to them to honour the refund and not for me to track down some property manager in Hawaii. Especially in these times!!
Itinerary # *** was cancelled due to the Corona virus situation but expedia refuse to give full credit to the amount. They are trying to bully me into taking a trip in a situation which is dangerous for the public safety and my health and safety . I demand full credit of the trip as this is an act of God not personal decsion
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.
3/12/20 - we received notification of employer & college (medical student) travel ban. 3/12 4:53pm called Expedia to cancel our flights to Paris from Chicago & got recording technical difficulties & working diligently to confirm." Went to their online submission form & cancelled flight, email confirmation received of the request to cancel &would process within 5 days. 3/13 8:09am -placed on hold after recording for 25 minutes. 3/13 8:32am -"please call back high call volume" 3/13 8:34am Called back spoke to a woman in person who stated "our system is down, please call back in 4 hours." 3/13 1:37pm called back and message stated system down & go online to try and resolve your issues. Went online & submitted another cancellation form to cancel the flight. Form completed & 2nd email received from Expedia of cancellation of flights & I would hear back in 5 days or less. 3/17 9:31am- Called back in, put on hold & hung up on me. 3/17 9:40am called back & placed on hold 9:52am spoke w/ female agent "lets get you a refund on that return flight" - explained that the departure flight was cancelled online & was never used - 9:54am put on hold while she "looked into this" 10:21am she came back on & stated I needed to call back in 4 hours while they "confirmed w/***." 3/18 - Called am "technical difficulties" & it hung up 3/19 2:31pm - on hold until 2:40pm spoke w/ agent "Billy" went through all notes & email "oh I see" put me on hold. Came back on gave me a "leave your tickets open" suggestion? " I have to call ***, I realize you tried to cancel before your flight, that is our mistake." I may have to call you back, wait time w/*** is over 1 hr" 2:54pm came back " we can give you a voucher for the full amount, no refund available b/c didn't cancel the departure flight from Chicago" Stated that I did cancel. "I have to contact my manager" - hung up. 3/21 1:37pm spoke w/Billy "One moment while I call airline" - hung up. 2:09 placed hold for manager
Expedia.com Response
• Apr 01, 2020
April 1, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund for the return segments of the flights.
Our records indicate on August 30, 2019, Mr. or an authorized user of the account self-booked four round trip flight on *** Airlines departing March 11, 2020 from Chicago, IL to Paris, France and returning on March 22, 2020 via ***.
We can confirm on January 13, 2020, the customer called to have for *** to have her cancelled. Our representative divided her into record locator *** and cancelled.
On March 21, 2020, the customer called stating she wanted a refund and was promised a refund. Our representative reviewed the record and verified she is eligible for a future travel credit. She advised she called previously during the system updates and tried to cancel online but it failed. The customer was escalated and our representative noted that she is asking for a refund for a flight that was cancelled due to an airline schedule change. Our representative call *** and they advised they are offering a voucher and after the voucher expires, they can request for a refund.
On March 31, 2020, the customer called in and is requesting a refund due to ***. Our representative was able to verify that is no information on the departure flight called *** but their system were down.
After further review on April 1, 2020, Expedia verified the ticket status is open and unused. The original fare was non-refundable and changes were not permitted. *** COVID19 policy states new tickets must be reissued on/before December 31, 2020 or 12 months from original ticket date (August 30, 2020), whichever is earlier. Rebooked travel must commence within 12 months from the original ticket issue date. Mr. may contact the Expedia Customer Service Department at 877-*** to complete discuss options for exchanging 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. *** 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. 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 above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 07, 2020
Complaint: ***
I am rejecting this response because: I have no response from Expedia either email or voicemail related to last phone contact regarding even receiving a "voucher?" I was told after the final escalated phone call that I would receive an email stating how/when a voucher could be utilized? Where is that information?
Sincerely
Expedia.com Response
• Apr 14, 2020
April 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding his request for an email or voucher with the details of the COVID19 policy.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia documented in previous Revdex.com letter the *** details. On April 14, 2020, Expedia verified *** Airline’s COVID19 policy, which states new tickets must be reissued on/before December 31, 2020 or 12 months from original ticket date. The original date of issue was August 30, 2020. Travel must be rebooked and must commence within 12 months from the original ticket issue date. *** Airline’s made the statement of voucher but Expedia does not have a physical voucher. This letter and the previous letter serves a proof of *** Airline’s policy.
Our Customer Service Department can be reached at 877-*** for assistance with the exchange. *** Airline’s policy waives the change fees, any increase in fare is the responsibility of the customer.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
I have been trying for 10 days to contact them to cancel my flight reservation due to coronavirus outbreak and not flying to Buffalo, NY anymore. Unable to reach anyone with their customer cr, unable to contact them using the chat window.
Nothing seems to be working. Initially they said I would have to wait within 7 days of my flight and now they say I have to wait within 3 days of my flight.
I am just not able to contact them and unable to cancel my tickets since more than a week. Please help me in cancelling this ticket and help me get a refund. The COVID-19 has been unpredictable and I would like to cancel this flight and stay safe where I am. Please help me with the refund.
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.
I am unable to travel to London to my hotel because my flight was cancelled as well as our government issued a travel ban. Expedia offered a one year credit (on a non refundable room) to use at the hotel.
Borders in both countries are closed. Enough is enough--refund me my money. There is no way the hotel can provide me with the amenities they promised at the time of booking--use of community pool, bar, restaurant.
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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund for the cancelled hotel reservation.
Our records indicate on January 6, 2020, Ms. or an authorized user of the account self-booked two rooms for a seven night hotel stay at ***, checking in on April 10, 2020 and checking out on April 17, 2020; along with Hotel Booking Protection Plus, via ***.
We can confirm on March 24, 2020, the reservation was cancelled from a mobile application and the cancellation generated a refund for each room in the amount of $2,316.37 and $2,243.09. The refund was issued to VISA card ending 5515 for a total $4,559.46.
After further review on March 31, 2020, Expedia has verified that the original form of payment has been refunded a total of $4,559.49 on March 25, 2020. The refund should appear within the next 30 business days.We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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
Dear Revdex.com staff,
Due to the coronavirus I had to cancel my trip to Portugal. Two of the hotel reservations were non-refundable. I lost $580. However, due to this very special case, would you think I can get my money back?
Thanks
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.
I had a flight that was originating from Nairobi Kenya to Boston MA. When I was purchasing the flight I was in Somali. Due to the increase of the COVID-19, Kenya suspended all incoming flights and Somalia(which is where I am at the moment) suspended all flights. so I have no way of getting to Kenya to catch my flight, so started calling expedia. Everytime I called I spent 2 and half hours on the phone and then the phone just gets disconnected. for three days, I was calling them and getting the same results. So I decided to call *** and see what they can do for me. They told me due to the COVID-19 all I will have to pay is the flight difference which was about $120 but the only people that can make that change is the agency that I used. so I started calling them again and nothing changed. I called *** again and they suggested that I should just change the flight on their site and deal with them latter with extra that they charging me. expedia charged me $330 to change the flight and they're still not answering my calls.
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: when I was stuck at Somali, my original flight was leaving in less than 12-hours and the country that I was suppose to fly from closed their borders. since I was out of the US, I tried using the online services they have and nothing was working. I spend $50 on just calling cards to contact them and after waiting over 2-hours the phone gets disconnected. When I changed my flight *** was honoring their deal which was you only pay the flight difference. is one thing to be ignored when you need help the most, but is worst when I have to extra couple of hundreds because I couldn't get someone on the phone.
Sincerely
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 flight reservation. Our records reflect on March 13, 2020, Mr. or an authorized account user self-booked a package on ***’s website under itinerary ***. Travel was with ***, traveling from Nairobi, Kenya to Boston, MA USA departing on March 21, 2020 and returning on January 31, 2021, for a total $1,138.05. We understand that due to the Coronavirus Travel advisors Mr. is seeking either a refund or an exchange confirmation. On March 20, 2020, Mr. contacted Expedia to assist him in changing his flight reservation to a later date. Therefore, travel was issued with ***, traveling from Nairobi, Kenya to Boston, MA USA departing on July 11, 2020 and returning on February 10, 2021, for a total of $330.Upon receipt of the Revdex.com complaint, on April 9, 2020, Expedia validated that on March 25, 2020, a ticket was reissued. We then emailed Mr. a copy of the updated itinerary for his records, the following is the new ticket number:
Ticket: ***
In addition, see the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the reservation:Cancellation and changes: Tickets are nonrefundable, nontransferable and name changes are not allowed. Charge $120.00, for anytime changes and airfare difference. 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,Melanie ***Corporate Correspondence Team
Customer Response
• Apr 13, 2020
Complaint: ***
I am rejecting this response because:
my Original flight was from May 21,2020. as I mention before, I was calling them for over two days and since I was calling from out of the states, I spend almost $50 on calling cards. yes, I changed the flight to later date because at the time I was in Somalia, and my flight was originating from Kenya. Both Kenya and Somalia closed their borders due to the COVID-19 and Expedia wouldn't answer my calls. I spoke with *** and they said only expedia can change my flight and I shouldn't have to pay because it's due to the pandemic. why am I being charged for $330 for something that's out of my control? they said they will make changes to any flight that gets effected by the COVID-19 when I was booking for my flight.
We have $4453.82 worth of flights booked to Europe In April, May and June of 2020 on Expedia.com. They are non refundable flights. Given the situation with COVID 19 we are unable to travel to Europe at this time. Two of the flights are for my 67 year old mother who is a cancer survivor and two of the flights are for my 5 year old boy with a 1 year old baby also on two of the flights. This is a health risk we are unable to take with the children and grandma. Also, we have been hit hard by the current crisis due to the fact that more than half of our income was coming for *** and all of that is lost for the time being. We can not afford to take this trip to Europe in the upcoming future and we can not afford to loose so much hard earned money.
We have been trying to contact Expedia for 7 days now. Have submitted cancellation requests through the system. Every time we try to contact Expedia the line gets cut off and, or it says an agent is unavailable at this time through the chat. I would even take a credit at this time, but there is just no getting in touch with them. This is really bad business. They even sent out an e-mail with a supposed resource page that when you click on it comes up in Chinese. We ourselves as *** hosts were forced to give all of the money back to customers with travel bookings during this time yet Expedia considers they are above everyone else. We have a doctor’s letter for 2 of my mom’s flights that says it is not recommended for her to travel under the current circumstances.
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 received email and text from Expedia, and my fly from Sea to NY has changed from direct fly to one more stop, and I don't want to accept it, and I select reject, and Expedia said they will call me within 24 to 48 hours, it is 50 hours now, I still did not receive their call.it is very bad customer service.
Expedia.com Response
• Mar 31, 2020
Expedia contacted *** on March 31 and was not able to get a response. Upon checking the record of the tickets, they have been refunded.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a hotel at *** in New Orleans, LA and flight leaving ***. Hotel was reserved for 3/12 and flight booked for 3/13 returning 3/17. I tried calling Expedia several times prior to my date of check in and either received a recording stating “We are having technical difficulties try again later” or I would be on hold anywhere from 30 min-1 hr and get hung up on when the call was answered. I did this approx 8 times then called hotel and they could not help me because I booked through Expedia. I was within time frame to cancel but because I could not speak to anyone I was charged fees and penalties and I was within my 7 days of travel. Also I did take my flight out on the 13th to ***, as I was in NC a family emergency occurred and I needed to extend my flight to return home! Again, within the 7 days of travel and calling 10+ times I either got the recording that hung up on me or stayed on hold an extremely long time to only get hung up on by a representative. So finally I went online to change my flight. I was charged an additional $557 to extend my flight 2 days and because of the COVID outbreak *** Airlines was changing flights for free. If the airline was offering this why would the travel company not honor it? *** was very upset that I was charged those fees and I am too. This was the worst travel experience with Expedia and I was out of a lot of money I didn’t have, because I was caring for my mother diagnosed with breast cancer! It caused great stress and financial burden.
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 26, 2020
Complaint: ***
I am rejecting this response because: Although I understand there is a high demand of calls for travelers. I was traveling within 72 hours which the recording clearly states that makes me a priority and I wasnt. I remained on whole for 30+ minutes each time I called in order to speak to someone. The recording told me several times before I was even connected with Expedia that they were having technical difficulties and to call back later. Which I did...repeatedly. When booking through this 3rd party I am required to make all changes through this 3rd party and with the airline offering free cancellations and changes that should have been clearly posted or honored on the website when having to make changes to flights due to emergency situations. I feel I was wrongfully charged and would like to be compensated or accommodated in some way other than a letter of explanation. I always use Expedia to book travel but now I am truly rethinking using them again.
Sincerely
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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $557.10.
Our records indicate on February 25, 2020, Ms. or an authorized user of the account self-booked three round trip flights on *** Airlines departing March 13, 2020 from New Orleans, LA to Raleigh, NC and returning on March 17, 2020; along the with Cancellation Plan via ***.On April 2, 2020, Expedia verified with *** Airline () that the passengers never took the flights. *** says flights were cancelled per the customer’s request on March 17, 2020 for covid19. They confirmed the tickets were not used, the flight departed as normal. *** advised the tickets could be used for future travel. Tickets must be traveled on no later than 31DEC20 and *** will waive the change fee, customer is responsible for any change in cost of fare. There are no notes or documentation on the Expedia account Our records also indicate on February 25, 2020, Ms. or an authorized user of the account self-booked a one night at the *** Airport, checking in on March 12, 2020 and checking out on March 13, 2020 via ***.On April 2, 2020, Expedia contacted the hotel and verified the hotel charged for the reservation as a no show but refunded the charge after being advised there was a death in the family. There are no notes or documentation on the account in our system.Our records also indicate on March 14, 2020, Ms. or an authorized user of the account self-booked three one way flights on *** Airlines departing March 19, 2020 from Raleigh, NC to New Orleans, LA via ***.On April 2, 2020, Expedia verified with *** Airline that the passenger called and cancelled the reservation on March 18, 2020. *** advised the tickets could be used for future travel. Tickets must be traveled on no later than 31DEC20 and *** will waive the change fee, customer is responsible for any change in cost of fare. There are no notes or documentation on the Expedia account.After further review on April 2, 2020, Expedia verified the customer called *** and did not travel on either of the airline reservations. Each of the reservations have a future travel credit and *** Airline advised their waiver code is applicable to cover the change fee when the customer exchanged the tickets. The hotel advised the customer no showed the reservation and they were charged the no show fee. The customer contacted them and advised there had been a death in the family, the hotel refunded the no show fee based on the advisement. Ms. may contact our Customer Service Department at 877-227-7481 for assistance with the completing the exchanges to her reservations.
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. 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 above we are not able to offer 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 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 was unaware that *** were willing to credit me the cost of the flights for future flights before 12/31/2020. I will accept that offer and I am satisfied with it. I need to know how or who to contact to book future flights with the credit. Thanks.
We scheduled a bundled trip (flight, hotel, car) back in January to Orlando Florida for 3/24/2020 - 4/1/2020. As time went on, we realized that we would need to cancel with the COVID-19 crisis. We tried contacting Expedia multiple times before March 10th (the cut off date for a refund with the hotel), and probably 20 more times since that date...all times of the day and night. We did get a hold of someone named Ruth thankfully on March 11th. She was able to cancel our flight and car rental... but with the hotel, she assured us that we would be able to get a refund and that she needed to talk with the hotel manager. She said she'd call us back within 24 hours to confirm but never did. Now we are within days of the trip and still cannot get ahold of anyone from Expedia. No call back, no responses to anything. It has been a very frustrating experience to say the least. The majority of phone numbers immediately state that they are experiencing technical support issues and the call is then dropped. We have used expedia for many years to plan and purchase our vacations and are hesitant at this point to use them again. We are at a loss of how to get our money back at this point. Over $2500 dollars spent.
Expedia.com Response
• Apr 06, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding the hotel reservation on a
packaged itinerary.
Our records reflect an eight night stay at the *** at Reunion, checking in on March 24,2020 and check out April 1,2020. We understand *** is requesting a refund for $2768.40.
On March
11, *** or someone with access to the account called to cancel the reservation
due to the global Covid-19 pandemic. An Expedia representative contacted the
hotel to request for a refund waiver, and was given an email to submit to the
hotel as the reservation was already in-penalty according to the hotel policy
as follows:
Cancellations or changes made after 7:01 PM local
hotel time, Monday, March 9, 2020 are subject to a hotel fee equal to 100% of
the total amount paid for the reservation.
If you fail to check-in for this reservation, or if
you cancel or change this reservation after check-in, you may incur penalty
charges at the discretion of the hotel of up to 100% of the booking value.
Expedia
has not received a response since March 11 and The hotel room has since been marked as no-show. We
have contacted the property again to request a refund and was told that their
management team needs to approve this and will respond within 72 hours.
Expedia
will contact Mr. via email directly when the hotel responds to the
request for refund.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 13, 2020
Complaint: ***
I am rejecting this response because:
We do greatly appreciate Michael *** for reaching out from
Expedia to assist us on this case, thus far he has been very easy to work
with. His most recent communication via
e-mail on April 7th stated to us that our refund has been processed in
the amount of $2768.40 which is great. With
that, we asked him on April 8th when wz
Just for clarification, one of the points mentioned in the
Revdex.com response was that we contacted them on March 11th. This is actually when we were finally able to
get ahold of Expedia. By no means was
this our first or only attempt to contact Expedia.Additionally, Michael explained our flight situation voucher
situation. We also have an outstanding
question to him for clarification on the dates for our *** flight. We think it may have been a just a typo, but
the e-mail states our new travel must originate on or before April 27, 2020,
which seems unlikely to be correct.
Basically at this point, it seems like the case seems is headed in the right
direction and for that we are thankful. It does seem to us, however, that it’s not yet a ‘closed case’ since we
have outstanding questions and no actual funds have been received into our
account. We have no doubt they will
follow through.
Sincerely
Expedia.com Response
• Apr 14, 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.
The refund timing for the amount of 2768.40USD may not be reflected for up to 30 days due to the numerous refunds that are being processed at this time.
*** has updated there policy for future travel credit, which is
to have new
travel completed by May 31,2022. *** will be waiving change fees, but any
fare difference will apply.
***
Airlines policy for future travel must be completed within 24 months of the
original ticking date, which is Jan 11,2020. Mr. will have until Jan11,
2022 to complete new travel with *** Airlines. *** Airlines will be waiving change fees, but any fare difference will apply.
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 16, 2020
To whom it may concern,
I wanted to reach out regarding our case/complaint. At this point we're not certain what our next step should be. Expedia has said they will issue a refund, but there is a bit of a waiting period here now as you can see with their response. With waiting on a refund to be 'processed', 95% of the time I would believe someone and feel comfortable with the response, but this has not been an ordinary time... and our frustration of with not being able to get through to someone at Expedia was very high to say the least. This experience has greatly reduced our confidence in Expedia unfortunately. In fact, it was not until we finally resorted to using Revdex.com that we were able to get a response fairly quickly by the company. We're very thankful for your company's help. We'd be fine resolving the case so long as we *actuallyget a refund. Is it possible to resolve our case, then re-activate the complaint if after 30-45 days of waiting for a refund and we still don't have it in our account? There's really no more outstanding issues here, but there will be if the refund doesn't go through.. that's basically where we're at.
Thanks and appreciate any help and/or advice you might have to offer.
Expedia is not addressing COVID-19 issue. Purchase the ticket in early part of Feb 2020. When situation got worse with lock down of cities and travel ban. On phone for 5 hrs last no response.
From: "[email protected]"
To: "***" <***>
Sent: Thursday, March 12, 2020, 10:59:15 AM PDT
Subject: Re: Travel alert refunds 12/03/2020 (www.expedia.com, Itin # ***) - Travel Date 03/22/2020 - Case ID : [***]
Dear Customer,
Thank you for your request to cancel and refund your flight during this travel alert event. We’ll do our best to respond to your request within 5 days. If your inquiry is for another request besides cancelling and refunding your flight, please note we cannot provide the following services over email:
• Cancellation requests for flights that are part of a package
• Cancelling and retaining credit for future use
• Cancel requests for part or all of two one-way fares or reservations with multiple airlines
• Change requests
• Other topics or inquiries regarding urgent travel within 24 hours.
For these requests, please call us at +*** (local, toll-free) or +*** (from abroad, charges apply) and reference the case number above for assistance.
Thank you for choosing Expedia!
Your Expedia Customer Support Team
-----Original Message-----
From: ***
To: ***@customercare.expedia.com
Additional Recipients:
Subject: Travel alert refunds 12/03/2020 (www.expedia.com, Itin # ***) - Travel Date 03/22/2020
Sent: Mar 12, 2020 10:59:13 ***
Airline record locator:*** ; Itinerary number: ***;Product: Flights;Outbound : ***;Return: ***
Did you book in the last 24 hours?: No;Departure date: 03/22/2020;Booking date: 02/17/2020;Customer email: ***;Customer phone:
Expedia.com Response
• Apr 06, 2020
April 6, 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. Our
records indicate that on February 18, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable roundtrip flight with ***
for one passenger on Expedia’s website, under itinerary ***. The
customer paid $1,077.79 for the booking. We understand Mr. is requesting
a full refund of the flight.On
March 16, 2020, an airline-initiated schedule occurred. Expedia contacted the
customer via email with available alternative flight options, along with an
option of cancellation for a refund. On April 5, 2020, we issued a full refund
of the flight back to the customer’s original form of payment. It may take up
to two billing cycles for the refund to process, depending on Mr.’s
financial institution. 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 07, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
But it has not come through yet refund. Please wait for another week until refund has been received. Thank you
Sincerely
Expedia.com Response
• May 09, 2020
Dear ***,
On April 6, 2020, we issued a full refund of the flight back to the original form of payment. I reviewed a status of the refund and it shows it was successfully processed by your bank on April 9, 2020. If you are not seeing the refund in your bank account, you need to contact your bank directly, the refund transaction number ***
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
• May 13, 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 accidentally canceled my trip itinerary (Itinerary #***). Their website was deceptive. I thought I would get a refund but I didn't; you just cancel it and they keep your money and don't care. You just cancel and get nothing in return; no refund, no discount, no nothing. I had a trip planned to go to California but I wanted to get a refund due to the COVID-19 virus. I cannot talk to anyone at Expedia. When I called their nonexistent customer service, they just just said "we are having technical difficulties" and that's it. I kept trying to call because I want a refund for a hotel I booked. I called again and entered my itinerary number, and they just say "you canceled this without a refund" and do not care. I cannot talk to a human to un-cancel my trip so I can see if I can get a refund. I want to un-cancel this and get a refund and just get a refund. Once again, their website was deceptive in saying I can cancel it, but low and behold they give no refund. This is a scam.
I will NEVER book with scam artists Expedia again.
Expedia.com Response
• Apr 05, 2020
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***)
regarding his hotel reservation. Our records indicate that on March 4,
2020, the customer, or an authorized user of the Expedia account, self-booked a
nonrefundable Pay Now hotel reservation on Expedia’s website, under itinerary ***.
The reservation was made with ***, Redondo
Beach, CA, for March 24-16, 2020. The customer paid $305.46 for the booking. We
understand Mr. cancelled his reservation and is requesting a full
refund.Upon review, on March 17, 2020, Mr.,
or an authorized user of the account, self-cancelled the hotel booking online. Due
to the nonrefundable room type and rate selected, his payment was not refunded. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the hotel.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.Nonetheless, on April 5, 2020, we issued a
full refund of the booking in the amount of $305.46 back to the customer’s
original form of payment, using the hotel’s global flexibility policy due to
COVID-19. It may take up to two billing cycles for the refund to process,
depending on the customer’s financial institution. 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 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. They gave given me my refund.
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.
I booked a trip through Expedia in early January and purchased insurance. Due to the coronavirus, I am no longer able to take my trip, as the U.S.-Mexico border is now closed for non-essential traveling. After tirelessly calling Expedia over the past few days, I finally got a hold of them today (a day before my trip and after waiting over 4 hours). The first employee I came into contact with did not offer much help and, therefore, I requested to speak to a supervisor. Once again, I was put on hold for over an hour; I was assisted by an incredibly rude and dismissive supervisor. I am under an extremely unprecedented circumstance, due to working at a hospital where I am considered an essential worker, in addition to having confirmed cases, including a fellow coworker. While I tried to explain my situation, the supervisor continued to neglect the fact that I purchased insurance and that airlines are offering refunds (e.g. ***). She failed to offer me a viable solution, and I asked to speak with a manager. I was then placed on hold and, suspiciously, my calls were continuously being dropped. I proceeded to try and get a hold of them again and my calls kept being dropped. I understand that currently Expedia is experiencing a high volume of calls; however, my flight is tomorrow and I cannot afford to waste any more time. It is critical for me to resolve this issue, before my flight tomorrow, yet the staff of Expedia seemed to completely disregard my concerns. I cannot afford to lose the money I spent on this flight and Expedia denied a refund, even though I had insurance and my airlines approved of the cancellation. I offered to provide proof through email, fax, mail, etc. in order to ensure the company that I had valid proof of no longer being able to travel, they dismissed this. They tried to claim that NO airlines were offering refunds, when this is not true as multiple people have posted on the Expedia *** that this is possible, as well as airlines.
Expedia.com Response
• Mar 29, 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 paid over $1600 to Expedia.com for a round-trip flight plus rental car for my three sons and I. The departure was supposed to take place around 5am on June 14th, 2020, and returning on June 21st, 2020. The airline is *** Airlines. I have tried non stop to try contacting Expedia by phone and online, but the are practicing very deceptive tactics by absolutely refusing to have any of their people answer my calls. You see, *** Airlines, who answers their phone like every other business, told me that since that flight we booked no longer exists, that Expedia must refund all of my money. I understand that we're all dealing with a lot right now, but it's absolutely unforgivable that Expedia refuses to even answer the phone or reply to my email requesting a refund and canceling my upcoming trip to Myrtle beach in June that *** Airlines said Expedia must do since that original flight I selected no longer exists. I have tried calling hundreds of times, and have remained on hold for over and hour too many times to count only for them to hang up on me. Plus, one message they say on the phone is that you can cancel your trip on Expedia.com, but they're not replying to my online request either. I simply want all of my money back immediately!!!!
Expedia.com Response
• Mar 31, 2020
Expedia contacted *** and provided information regarding the refund requested.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because:
When Expedia called me today, they said it can take up to 2 months to refund my money. That is way too long. It's already been weeks since I first tried to get my refund. I want this complaint to remain open until I have my refund.
Sincerely
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 January 29, 2020, Mr. or an authorized user of the Expedia account self-booked a package on Expedia’s Mobile website under itinerary ***. Travel was with *** Airlines, traveling from Cleveland, Ohio to North Myrtle Beach, NC departing on June 14, 2020 and returning on June 21, 2020. The package includes a car rental with a pick-up at, *** in Myrtle Beach, NC on June 14, 2020 and a drop off on June 21, 2020, for a total of $1665. 46. We understand Mr., is requesting that Expedia expedite the *** Airlines refund.On March 14, 2020, Mr. or an authorized Expedia account user cancelled the,“ ***”, from our website based on a change of plans. Therefore, a refund of $361.90, was processed back to the customers original form of payment. However, the time it takes for Mr. to receive the refund depends upon our current delays in processing, generally taking up to 30 days. Our research shows, on March 31, 2020, *** Airlines issued a schedule change to Mr. original flight. As, Mr. did not accept the airline-initiated change, *** Airlines authorized Expedia to cancel/process a full refund. We then informed Mr. by phone that, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of our providers. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card). Furthermore, the airlines average refund time frame, is up to two billing cycles. From time to time and for a variety of reasons airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states: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 Expedia. Expedia is 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. Expedia has 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. With Coronavirus (COVID-19) continuing to impact travel around the world, our teams are handling an unprecedented number of requests, which means refunds are taking longer than normal. Thank you for your patience as we work to take care of our travelers as quickly as possible!Refund timelines:If Expedia charged the customer, then a refund could take up to 30 days to process. (Mr. may see our brand name listed on his credit card statement.)If the hotel, airline, or car agency processed the charge, they’ll determine the refund timeline. If Mr. is unable to accept *** Airlines refund timeframe, Mr. may contact *** Airlines directly at the following number, 1 800-433-7300.While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia cannot honor Mr.’s 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 08, 2020
Complaint: ***
Your research is wrong. *** Airlines told me that flight was canceled early in March, not on the 31st of March. They're the ones who told me that Expedia had to give the refund. I'm tired of this back and forth nonsense, and I just want my refund. You deal with *** Airlines, so please contact then to expedite my refund. When I talked to then, they said I must go through Expedia. I've been dealing with this for over a month now.
I am rejecting this response because:
I've booked flight and hotel through Expedia to visit Egypt. The flight from San Francisco on March 13, returning on March 22, via Istanbul (Turkey). Itinerary ***, flight portion cost $1397.15 both ways.
On 3/16 I've got a message from embassy that government of Egypt suspends all air travel starting at 12pm March 19 until March 31.
This would imply my return tickets being unusable and I had to change them. I immediately tried to contact Expedia, and spent 2 hours on waitline with Expedia support, no success. There were no online options to chat, cancel or reschedule my flight, and phone line was not responsive. *** Airlines declined to do anything, because they only help if you book flight with the airline directly. This was booked through Expedia, so only Expedia can deal with flight changes. Expedia failed to do that, because they failed to respond my phone calls.
As a result, I had to buy separate return tickets. These were the cheapest options I could find, that didn't throw an error when I tried to book them:
1. Land transportation from Sharm El Sheikh (Egypt) to Cairo (Egypt). $240, paid in cash to the driver.
2. ***, flight from Cairo (Egypt) to Abu Dhabi (***). Flight on Wednesday March 18, 1:45pm, arriving 6:55pm same day. Booking number *** Cost: $768.74. Note: the same flight would have been $400 more expensive if I booked it through Expedia, so I used *** instead.
3. Expedia, flight from Abu Dhabi (***) to San Francisco *** via *** Flight on Thursday, March 19, 8:45am, arriving March 19, 7:29pm to SFO. Itinerary number ***. Cost: $1207.78
Total cost: $240 + $768.74 + $1207.78 = $2216.52
This amount ($2216.52) is what I had to pay in order to compensate Expedia's inability to correct my return flight.
By the way, still can't cancel original flight, because I can't reach Expedia phone. Just tried multiple times, and was disconnected, even without a wait line.
Expedia.com Response
• Apr 07, 2020
April 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of his out of pocket cost to get a return flight since he could not get through to Expedia.
Our records indicate on October 17, 2019, Mr. or an authorized user of the account self-booked one round trip flight on Etihad Airways departing March 13, 2020 from San Francisco, CA, USA to Sharm El Sheikh, Egypt and returning on March 22, 2020, via ***.
We can confirm there are no notes or calls documented on the Expedia account pertaining to the itinerary in question.After further review on April 7, 2020 , Expedia was not able to verify any notes or calls made in regards to the account. Expedia contacted *** Airlines and they advised the return flight was cancelled and could be refunded. *** Airlines has turned off their refund portal due to the enormous amount of refund request caused by COVID19. The refund option will have to be revisited in 30 business days once *** Airline reopens the refund portal. The customer was sent an email under separate cover asking for a receipt from ***. Mr. was advised that Expedia will only consider charges that he has receipts for. Mr. was advised that *** Airline has a block on their refund portal and Expedia has to revisit submitting the refund to them in 30 days. Mr. was also advised the return flight could be refunded and would possibly be a refund of $698 or less.
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. 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.
Please readdress this matter in 30 days, by that time *** Airline refund portal should has been reopened. Before we will consider a refund we need to know exactly what *** Airline is refunding so that an over refund is not issued.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I AM TOTALLY PISSED! THIS WAS THE FIRST TIME ME AND MY DAUGHTERS WENT TO CALIFORNIA ON LAST SATURDAY! SO I WAS TALKING TO FAMILY MEMBERS ABOUT THE EVENT OF HAVING A GREAT TIME! SO WE WENT TO VARIOUS HOTELS LISTING AND CAME ACROSS EXPEDIA! SO IT SAID SOMETHING ABOUT IF I PUT MY CREDIT CARD IN I CAN GET BETTER DISCOUNTS!!! SO I WAS GAIN UNTIL, EXPEDIA CHARGED MY CARD WITHOUT MY PERMISSION!!! I WAS ONLY SEARCHING FOR DISCOUNTS!!! THATS IT!!!! YOU GUYS/EXPEDIA ACTUALLY SCAMED ME OUT OF $405.16!!! AND I NEVER STAYED AT ANY HOTELS WITH EXPEDIA!!!! THEN I CALLED TO TELL EXPEDIA THAT MY YOU GUYS CHARGED CARD!!! AND I CALLED ABOUT 100 TIMES AND WAS HUNG UP ON ABOUT 15 TIMES!!! I WAS ON HOLD FOR HOURS, THEN I HAD TO PRESS (3) TO SPEAK/CANCEL TO SOMEONE!!! THIS OS HIGHWAY ROBBERY!! I MEAN COME ON! THEN I WENT RIGHT BACK TO THE WEBSITE AND THEN I SEEN THAT EXPEDIA...BOOKED ME A HOTEL!!! I CALLED THE HOTEL AND *** SAID, THAT THEY SEEN IT, BUT THEY CANCELLED IT!!! THEY APOLOGIZED TO ME OVER AND OVER AGAIN!! AND TOLD ME TO CALL EXPEDIA AND I KEPT CALLING...THEN I WAS HUNG UP ON CONSTANTLY BY SUPPERVISORS! I SPOKE WOTH SARAH, KEN AND HANNIBAL!! THEY ASKED IF THEY COULD CALL ME BACK IF THE PHONE WAS DISCONNECTED..I SAID YES!! THEY PUT ME ON HOLD!!! THEN HUNG UP!!!! THEN I HAD TO GO THROUGH THE SAME THING OVER AGAIN! I MEAN EXPEDIA SAID THAT THEY WILL HANDLE IT! WE WILL REFUND YOU AND WE APOLOGIZE AND SOON AS THEY SAID THAT!!! THEY HUNG UP AGAIN...SO THEN I HAD TO KEEP CALLING BACK TO BACK BECAUSE OF THE VOLUME OF CALLS THAT EXPEDIA HAD!! I WAS CALLING EVERY 15MIN TIL AND OPERATOR ANSWER WHICH IT DIDNT HAPPEN!!! YOU GUYS STOLE OVER $405..FROM ME!!! I WANT MY REFUND THAT WAS STOLEN! I MEAN HOW DO YOU TELL ME TO PUT MY CARD IN AND GET DISCOUNTS AND THEN SCAM ME, HANG UP THE PHONE.,,AND DONT HANDLE THIS! I WILL ALSO CONTACT FTC & FCC!! YOU-EXPEDIA SCAMMED ME SO BAD OF MY VACATION
Expedia.com Response
• Mar 31, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) package reservation. Our records indicate/reflect a package reservation
consisting of a hotel at *** for and a compact SUV at *** Car Rental with damage collision
protection for $405.19On March 14, 2020, *** or someone who has account access
booked itinerary ***. Connor from the hotel was contacted and confirmed two itineraries, both
were no-showed but our records show the hotel collect booking for itinerary *** was not
charged to ***. *** advised that a refund will not be possible for the
other. Expedia will be refunding the $405.19
as we did see console errors at the time of booking. *** can expect the
refund to take 3-7 business days or up to two billing cycles depending on the financial
institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
I have been trying to use the online chat which tells me all agents are currently assisting others or to call the number to cancel my flight. When I call to cancel I get a message that says due to technical difficulties cannot answer or high wait time and during my wait I get hung up on!!!! This is an international flight I’ve been trying to cancel due to Coronavirus and also due to fever and cough and unable to travel for both reasons. Keep trying to cancel flights but 2/3 have already departed. This should be illegal to not answer the phone! When I call *** airlines they say I need to speak to Expedia directly.
Expedia.com Response
• Mar 29, 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 scheduled and paid for two round trip flights to Florida for my vacation. When the virus hit I noticed that *** is cancelling domestic, non essential travel and I attempted to cancel my flights. They cancelled them with the stipulation that I only receive an airline credit and must use the credit within the year. I will not have anymore vacation during this year as this was special trip.
I also paid for the insurance to ensure that I could get a refund should something happen. At this point, not only do I not have a monetary refund, Expedia and *** refuse all calls.
Expedia.com Response
• Mar 30, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number *** regarding a
flight reservation. Our records indicate/reflect a
round-trip cancelled flight from Portland (***) to Tampa (***) departing April
11, 2020, and returning April 17, 2020. We understand *** is requesting a refund for $706.78.The flight reservation was booked as a “Basic Economy” that
does not allow for a refund or any changes to be admitted. *** however is
allowing changes to be made. New
travel must originate on/before December 31, 2020. New travel must be re-booked
no later than December 21, 2020. Expedia regrets to inform that we
are unable to provide a refund as *** does not allow for refunds regarding
these flights. 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
• Mar 31, 2020
Complaint: ***
I am rejecting this response because: I paid extra for insurance to ensure that this flight could be canceled with refund. The corona virus epidemic is the only reason I had to cancel and this caused a hardship on my family. I will be reporting Expedia and *** to the government for taking advantage of an American citizen in the face of a national emergency.
Sincerely
Expedia.com Response
• Apr 07, 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 information *** provided
to further address his concerns. We understand the refund of $706.78 is what
the customer is seeking, however *** is not allowing refunds for these
tickets at this time. The policies of the tickets have changed, and now the airlines
are allowing future travel up to April 27,2021. The tickets must be reissued/re-booked
by this date, and travel must originate from this date as well. Fare difference,
if any will be collected at the time of re-booking.
Since the “Flight Cancellation Plan” will not be utilized due to
the cancelled flights, Expedia has processed a refund in the amount of $46.
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 07, 2020
Complaint: ***
I am rejecting this response because: This is UNACCEPTABLE. If a consumer cannot trust you to honor your commitment, why would they use your services? I do not care that *** has changed their policy. I purchased my tickets prior to any changes, and I would not have purchased them if I had been told that, even with cancellation insurance, you can simply change your policy after you receive my money. I have already reported you to my credit card company, and you can bet I will not stop there. There are resources for consumers and you can bet I will use every weapon at my disposal. Taking advantage of consumers during a crisis is absolutely appalling. Get some integrity while your at it!
Canadian border is closed to the US
I cancelled a hotel booking in Hawaii a month in advance and they won’t issue a full refund
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:
This company is using being busy as an excuse I cancelled almost two weeks ago and I still haven’t gotten a refund.
Sincerely
April 2, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on February 20, 2020, Mr.
***, or an authorized user of the Expedia account, self-booked a nonrefundable
“Pay Later” (charge to be collected directly by the vendor, and not Expedia) accommodation
using Expedia’s mobile site, under itinerary ***. The reservation was
with *** Feb16-19 ***-, Lahaina, HI, for a check in on April 10, 2020, and a check out on
April 17, 2020. If the customer was charged for the booking, we recommend
that he reaches out to the merchant of record, the “***”, for further
assistance, as Expedia did not collect a payment for this booking.Please note that Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers.
Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which
were agreed to by Mr. at the time of booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are
not liable for the acts, errors, omissions, representations, warranties,
breaches or negligence of any such suppliers or for any personal injuries,
death, property damage, or other damages or expenses resulting there from. The
Expedia Companies and the Expedia Affiliates have no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: how can Expedia allow people to book and then take no responsibility! If they are taking bookings they are responsible, it is up to them to honour the refund and not for me to track down some property manager in Hawaii. Especially in these times!!
Sincerely
Itinerary # *** was cancelled due to the Corona virus situation but expedia refuse to give full credit to the amount. They are trying to bully me into taking a trip in a situation which is dangerous for the public safety and my health and safety . I demand full credit of the trip as this is an act of God not personal decsion
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
3/12/20 - we received notification of employer & college (medical student) travel ban. 3/12 4:53pm called Expedia to cancel our flights to Paris from Chicago & got recording technical difficulties & working diligently to confirm." Went to their online submission form & cancelled flight, email confirmation received of the request to cancel &would process within 5 days. 3/13 8:09am -placed on hold after recording for 25 minutes. 3/13 8:32am -"please call back high call volume" 3/13 8:34am Called back spoke to a woman in person who stated "our system is down, please call back in 4 hours." 3/13 1:37pm called back and message stated system down & go online to try and resolve your issues. Went online & submitted another cancellation form to cancel the flight. Form completed & 2nd email received from Expedia of cancellation of flights & I would hear back in 5 days or less. 3/17 9:31am- Called back in, put on hold & hung up on me. 3/17 9:40am called back & placed on hold 9:52am spoke w/ female agent "lets get you a refund on that return flight" - explained that the departure flight was cancelled online & was never used - 9:54am put on hold while she "looked into this" 10:21am she came back on & stated I needed to call back in 4 hours while they "confirmed w/***." 3/18 - Called am "technical difficulties" & it hung up 3/19 2:31pm - on hold until 2:40pm spoke w/ agent "Billy" went through all notes & email "oh I see" put me on hold. Came back on gave me a "leave your tickets open" suggestion? " I have to call ***, I realize you tried to cancel before your flight, that is our mistake." I may have to call you back, wait time w/*** is over 1 hr" 2:54pm came back " we can give you a voucher for the full amount, no refund available b/c didn't cancel the departure flight from Chicago" Stated that I did cancel. "I have to contact my manager" - hung up. 3/21 1:37pm spoke w/Billy "One moment while I call airline" - hung up. 2:09 placed hold for manager
April 1, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund for the return segments of the flights.
Our records indicate on August 30, 2019, Mr. or an authorized user of the account self-booked four round trip flight on *** Airlines departing March 11, 2020 from Chicago, IL to Paris, France and returning on March 22, 2020 via ***.
We can confirm on January 13, 2020, the customer called to have for *** to have her cancelled. Our representative divided her into record locator *** and cancelled.
On March 21, 2020, the customer called stating she wanted a refund and was promised a refund. Our representative reviewed the record and verified she is eligible for a future travel credit. She advised she called previously during the system updates and tried to cancel online but it failed. The customer was escalated and our representative noted that she is asking for a refund for a flight that was cancelled due to an airline schedule change. Our representative call *** and they advised they are offering a voucher and after the voucher expires, they can request for a refund.
On March 31, 2020, the customer called in and is requesting a refund due to ***. Our representative was able to verify that is no information on the departure flight called *** but their system were down.
After further review on April 1, 2020, Expedia verified the ticket status is open and unused. The original fare was non-refundable and changes were not permitted. *** COVID19 policy states new tickets must be reissued on/before December 31, 2020 or 12 months from original ticket date (August 30, 2020), whichever is earlier. Rebooked travel must commence within 12 months from the original ticket issue date. Mr. may contact the Expedia Customer Service Department at 877-*** to complete discuss options for exchanging 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. *** 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. 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 above we are not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I have no response from Expedia either email or voicemail related to last phone contact regarding even receiving a "voucher?" I was told after the final escalated phone call that I would receive an email stating how/when a voucher could be utilized? Where is that information?
Sincerely
April 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding his request for an email or voucher with the details of the COVID19 policy.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia documented in previous Revdex.com letter the *** details. On April 14, 2020, Expedia verified *** Airline’s COVID19 policy, which states new tickets must be reissued on/before December 31, 2020 or 12 months from original ticket date. The original date of issue was August 30, 2020. Travel must be rebooked and must commence within 12 months from the original ticket issue date. *** Airline’s made the statement of voucher but Expedia does not have a physical voucher. This letter and the previous letter serves a proof of *** Airline’s policy.
Our Customer Service Department can be reached at 877-*** for assistance with the exchange. *** Airline’s policy waives the change fees, any increase in fare is the responsibility of the customer.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
I have been trying for 10 days to contact them to cancel my flight reservation due to coronavirus outbreak and not flying to Buffalo, NY anymore. Unable to reach anyone with their customer c
r, unable to contact them using the chat window.
Nothing seems to be working. Initially they said I would have to wait within 7 days of my flight and now they say I have to wait within 3 days of my flight.
I am just not able to contact them and unable to cancel my tickets since more than a week. Please help me in cancelling this ticket and help me get a refund. The COVID-19 has been unpredictable and I would like to cancel this flight and stay safe where I am. Please help me with the refund.
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 am unable to travel to London to my hotel because my flight was cancelled as well as our government issued a travel ban. Expedia offered a one year credit (on a non refundable room) to use at the hotel.
Borders in both countries are closed. Enough is enough--refund me my money. There is no way the hotel can provide me with the amenities they promised at the time of booking--use of community pool, bar, restaurant.
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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund for the cancelled hotel reservation.
Our records indicate on January 6, 2020, Ms. or an authorized user of the account self-booked two rooms for a seven night hotel stay at ***, checking in on April 10, 2020 and checking out on April 17, 2020; along with Hotel Booking Protection Plus, via ***.
We can confirm on March 24, 2020, the reservation was cancelled from a mobile application and the cancellation generated a refund for each room in the amount of $2,316.37 and $2,243.09. The refund was issued to VISA card ending 5515 for a total $4,559.46.
After further review on March 31, 2020, Expedia has verified that the original form of payment has been refunded a total of $4,559.49 on March 25, 2020. The refund should appear within the next 30 business days.We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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
Dear Revdex.com staff,
Due to the coronavirus I had to cancel my trip to Portugal. Two of the hotel reservations were non-refundable. I lost $580. However, due to this very special case, would you think I can get my money back?
Thanks
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 a flight that was originating from Nairobi Kenya to Boston MA. When I was purchasing the flight I was in Somali. Due to the increase of the COVID-19, Kenya suspended all incoming flights and Somalia(which is where I am at the moment) suspended all flights. so I have no way of getting to Kenya to catch my flight, so started calling expedia. Everytime I called I spent 2 and half hours on the phone and then the phone just gets disconnected. for three days, I was calling them and getting the same results. So I decided to call *** and see what they can do for me. They told me due to the COVID-19 all I will have to pay is the flight difference which was about $120 but the only people that can make that change is the agency that I used. so I started calling them again and nothing changed. I called *** again and they suggested that I should just change the flight on their site and deal with them latter with extra that they charging me. expedia charged me $330 to change the flight and they're still not answering my calls.
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: when I was stuck at Somali, my original flight was leaving in less than 12-hours and the country that I was suppose to fly from closed their borders. since I was out of the US, I tried using the online services they have and nothing was working. I spend $50 on just calling cards to contact them and after waiting over 2-hours the phone gets disconnected. When I changed my flight *** was honoring their deal which was you only pay the flight difference. is one thing to be ignored when you need help the most, but is worst when I have to extra couple of hundreds because I couldn't get someone on the phone.
Sincerely
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 flight reservation. Our records reflect on March 13, 2020, Mr. or an authorized account user self-booked a package on ***’s website under itinerary ***. Travel was with ***, traveling from Nairobi, Kenya to Boston, MA USA departing on March 21, 2020 and returning on January 31, 2021, for a total $1,138.05. We understand that due to the Coronavirus Travel advisors Mr. is seeking either a refund or an exchange confirmation. On March 20, 2020, Mr. contacted Expedia to assist him in changing his flight reservation to a later date. Therefore, travel was issued with ***, traveling from Nairobi, Kenya to Boston, MA USA departing on July 11, 2020 and returning on February 10, 2021, for a total of $330.Upon receipt of the Revdex.com complaint, on April 9, 2020, Expedia validated that on March 25, 2020, a ticket was reissued. We then emailed Mr. a copy of the updated itinerary for his records, the following is the new ticket number:
Ticket: ***
In addition, see the exact cancellation policies, that were provided to Ms., prior to her agreeing to book the reservation:Cancellation and changes: Tickets are nonrefundable, nontransferable and name changes are not allowed. Charge $120.00, for anytime changes and airfare difference. 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,Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
my Original flight was from May 21,2020. as I mention before, I was calling them for over two days and since I was calling from out of the states, I spend almost $50 on calling cards. yes, I changed the flight to later date because at the time I was in Somalia, and my flight was originating from Kenya. Both Kenya and Somalia closed their borders due to the COVID-19 and Expedia wouldn't answer my calls. I spoke with *** and they said only expedia can change my flight and I shouldn't have to pay because it's due to the pandemic. why am I being charged for $330 for something that's out of my control? they said they will make changes to any flight that gets effected by the COVID-19 when I was booking for my flight.
Sincerely
We have $4453.82 worth of flights booked to Europe In April, May and June of 2020 on Expedia.com. They are non refundable flights. Given the situation with COVID 19 we are unable to travel to Europe at this time. Two of the flights are for my 67 year old mother who is a cancer survivor and two of the flights are for my 5 year old boy with a 1 year old baby also on two of the flights. This is a health risk we are unable to take with the children and grandma. Also, we have been hit hard by the current crisis due to the fact that more than half of our income was coming for *** and all of that is lost for the time being. We can not afford to take this trip to Europe in the upcoming future and we can not afford to loose so much hard earned money.
We have been trying to contact Expedia for 7 days now. Have submitted cancellation requests through the system. Every time we try to contact Expedia the line gets cut off and, or it says an agent is unavailable at this time through the chat. I would even take a credit at this time, but there is just no getting in touch with them. This is really bad business. They even sent out an e-mail with a supposed resource page that when you click on it comes up in Chinese. We ourselves as *** hosts were forced to give all of the money back to customers with travel bookings during this time yet Expedia considers they are above everyone else. We have a doctor’s letter for 2 of my mom’s flights that says it is not recommended for her to travel under the current circumstances.
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 received email and text from Expedia, and my fly from Sea to NY has changed from direct fly to one more stop, and I don't want to accept it, and I select reject, and Expedia said they will call me within 24 to 48 hours, it is 50 hours now, I still did not receive their call.it is very bad customer service.
Expedia contacted *** on March 31 and was not able to get a response. Upon checking the record of the tickets, they have been refunded.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a hotel at *** in New Orleans, LA and flight leaving ***. Hotel was reserved for 3/12 and flight booked for 3/13 returning 3/17. I tried calling Expedia several times prior to my date of check in and either received a recording stating “We are having technical difficulties try again later” or I would be on hold anywhere from 30 min-1 hr and get hung up on when the call was answered. I did this approx 8 times then called hotel and they could not help me because I booked through Expedia. I was within time frame to cancel but because I could not speak to anyone I was charged fees and penalties and I was within my 7 days of travel. Also I did take my flight out on the 13th to ***, as I was in NC a family emergency occurred and I needed to extend my flight to return home! Again, within the 7 days of travel and calling 10+ times I either got the recording that hung up on me or stayed on hold an extremely long time to only get hung up on by a representative. So finally I went online to change my flight. I was charged an additional $557 to extend my flight 2 days and because of the COVID outbreak *** Airlines was changing flights for free. If the airline was offering this why would the travel company not honor it? *** was very upset that I was charged those fees and I am too. This was the worst travel experience with Expedia and I was out of a lot of money I didn’t have, because I was caring for my mother diagnosed with breast cancer! It caused great stress and financial burden.
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: Although I understand there is a high demand of calls for travelers. I was traveling within 72 hours which the recording clearly states that makes me a priority and I wasnt. I remained on whole for 30+ minutes each time I called in order to speak to someone. The recording told me several times before I was even connected with Expedia that they were having technical difficulties and to call back later. Which I did...repeatedly. When booking through this 3rd party I am required to make all changes through this 3rd party and with the airline offering free cancellations and changes that should have been clearly posted or honored on the website when having to make changes to flights due to emergency situations. I feel I was wrongfully charged and would like to be compensated or accommodated in some way other than a letter of explanation. I always use Expedia to book travel but now I am truly rethinking using them again.
Sincerely
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 Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $557.10.
Our records indicate on February 25, 2020, Ms. or an authorized user of the account self-booked three round trip flights on *** Airlines departing March 13, 2020 from New Orleans, LA to Raleigh, NC and returning on March 17, 2020; along the with Cancellation Plan via ***.On April 2, 2020, Expedia verified with *** Airline () that the passengers never took the flights. *** says flights were cancelled per the customer’s request on March 17, 2020 for covid19. They confirmed the tickets were not used, the flight departed as normal. *** advised the tickets could be used for future travel. Tickets must be traveled on no later than 31DEC20 and *** will waive the change fee, customer is responsible for any change in cost of fare. There are no notes or documentation on the Expedia account Our records also indicate on February 25, 2020, Ms. or an authorized user of the account self-booked a one night at the *** Airport, checking in on March 12, 2020 and checking out on March 13, 2020 via ***.On April 2, 2020, Expedia contacted the hotel and verified the hotel charged for the reservation as a no show but refunded the charge after being advised there was a death in the family. There are no notes or documentation on the account in our system.Our records also indicate on March 14, 2020, Ms. or an authorized user of the account self-booked three one way flights on *** Airlines departing March 19, 2020 from Raleigh, NC to New Orleans, LA via ***.On April 2, 2020, Expedia verified with *** Airline that the passenger called and cancelled the reservation on March 18, 2020. *** advised the tickets could be used for future travel. Tickets must be traveled on no later than 31DEC20 and *** will waive the change fee, customer is responsible for any change in cost of fare. There are no notes or documentation on the Expedia account.After further review on April 2, 2020, Expedia verified the customer called *** and did not travel on either of the airline reservations. Each of the reservations have a future travel credit and *** Airline advised their waiver code is applicable to cover the change fee when the customer exchanged the tickets. The hotel advised the customer no showed the reservation and they were charged the no show fee. The customer contacted them and advised there had been a death in the family, the hotel refunded the no show fee based on the advisement. Ms. may contact our Customer Service Department at 877-227-7481 for assistance with the completing the exchanges to her reservations.
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. 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 above we are not able to offer 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
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 was unaware that *** were willing to credit me the cost of the flights for future flights before 12/31/2020. I will accept that offer and I am satisfied with it. I need to know how or who to contact to book future flights with the credit. Thanks.
Sincerely
We scheduled a bundled trip (flight, hotel, car) back in January to Orlando Florida for 3/24/2020 - 4/1/2020. As time went on, we realized that we would need to cancel with the COVID-19 crisis. We tried contacting Expedia multiple times before March 10th (the cut off date for a refund with the hotel), and probably 20 more times since that date...all times of the day and night. We did get a hold of someone named Ruth thankfully on March 11th. She was able to cancel our flight and car rental... but with the hotel, she assured us that we would be able to get a refund and that she needed to talk with the hotel manager. She said she'd call us back within 24 hours to confirm but never did. Now we are within days of the trip and still cannot get ahold of anyone from Expedia. No call back, no responses to anything. It has been a very frustrating experience to say the least. The majority of phone numbers immediately state that they are experiencing technical support issues and the call is then dropped. We have used expedia for many years to plan and purchase our vacations and are hesitant at this point to use them again. We are at a loss of how to get our money back at this point. Over $2500 dollars spent.
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding the hotel reservation on a
packaged itinerary.
Our records reflect an eight night stay at the *** at Reunion, checking in on March 24,2020 and check out April 1,2020. We understand *** is requesting a refund for $2768.40.
On March
11, *** or someone with access to the account called to cancel the reservation
due to the global Covid-19 pandemic. An Expedia representative contacted the
hotel to request for a refund waiver, and was given an email to submit to the
hotel as the reservation was already in-penalty according to the hotel policy
as follows:
Cancellations or changes made after 7:01 PM local
hotel time, Monday, March 9, 2020 are subject to a hotel fee equal to 100% of
the total amount paid for the reservation.
If you fail to check-in for this reservation, or if
you cancel or change this reservation after check-in, you may incur penalty
charges at the discretion of the hotel of up to 100% of the booking value.
Expedia
has not received a response since March 11 and The hotel room has since been marked as no-show. We
have contacted the property again to request a refund and was told that their
management team needs to approve this and will respond within 72 hours.
Expedia
will contact Mr. via email directly when the hotel responds to the
request for refund.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
We do greatly appreciate Michael *** for reaching out from
Expedia to assist us on this case, thus far he has been very easy to work
with. His most recent communication via
e-mail on April 7th stated to us that our refund has been processed in
the amount of $2768.40 which is great. With
that, we asked him on April 8th when wz
Just for clarification, one of the points mentioned in the
Revdex.com response was that we contacted them on March 11th. This is actually when we were finally able to
get ahold of Expedia. By no means was
this our first or only attempt to contact Expedia.Additionally, Michael explained our flight situation voucher
situation. We also have an outstanding
question to him for clarification on the dates for our *** flight. We think it may have been a just a typo, but
the e-mail states our new travel must originate on or before April 27, 2020,
which seems unlikely to be correct.
Basically at this point, it seems like the case seems is headed in the right
direction and for that we are thankful. It does seem to us, however, that it’s not yet a ‘closed case’ since we
have outstanding questions and no actual funds have been received into our
account. We have no doubt they will
follow through.
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.
The refund timing for the amount of 2768.40USD may not be reflected for up to 30 days due to the numerous refunds that are being processed at this time.
*** has updated there policy for future travel credit, which is
to have new
travel completed by May 31,2022. *** will be waiving change fees, but any
fare difference will apply.
***
Airlines policy for future travel must be completed within 24 months of the
original ticking date, which is Jan 11,2020. Mr. will have until Jan11,
2022 to complete new travel with *** Airlines. *** Airlines will be waiving change fees, but any fare difference will apply.
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
To whom it may concern,
I wanted to reach out regarding our case/complaint. At this point we're not certain what our next step should be. Expedia has said they will issue a refund, but there is a bit of a waiting period here now as you can see with their response. With waiting on a refund to be 'processed', 95% of the time I would believe someone and feel comfortable with the response, but this has not been an ordinary time... and our frustration of with not being able to get through to someone at Expedia was very high to say the least. This experience has greatly reduced our confidence in Expedia unfortunately. In fact, it was not until we finally resorted to using Revdex.com that we were able to get a response fairly quickly by the company. We're very thankful for your company's help. We'd be fine resolving the case so long as we *actuallyget a refund. Is it possible to resolve our case, then re-activate the complaint if after 30-45 days of waiting for a refund and we still don't have it in our account? There's really no more outstanding issues here, but there will be if the refund doesn't go through.. that's basically where we're at.
Thanks and appreciate any help and/or advice you might have to offer.
Expedia is not addressing COVID-19 issue. Purchase the ticket in early part of Feb 2020. When situation got worse with lock down of cities and travel ban. On phone for 5 hrs last no response.
From: "[email protected]"
To: "***" <***>
Sent: Thursday, March 12, 2020, 10:59:15 AM PDT
Subject: Re: Travel alert refunds 12/03/2020 (www.expedia.com, Itin # ***) - Travel Date 03/22/2020 - Case ID : [***]
Dear Customer,
Thank you for your request to cancel and refund your flight during this travel alert event. We’ll do our best to respond to your request within 5 days. If your inquiry is for another request besides cancelling and refunding your flight, please note we cannot provide the following services over email:
• Cancellation requests for flights that are part of a package
• Cancelling and retaining credit for future use
• Cancel requests for part or all of two one-way fares or reservations with multiple airlines
• Change requests
• Other topics or inquiries regarding urgent travel within 24 hours.
For these requests, please call us at +*** (local, toll-free) or +*** (from abroad, charges apply) and reference the case number above for assistance.
Thank you for choosing Expedia!
Your Expedia Customer Support Team
-----Original Message-----
From: ***
To: ***@customercare.expedia.com
Additional Recipients:
Subject: Travel alert refunds 12/03/2020 (www.expedia.com, Itin # ***) - Travel Date 03/22/2020
Sent: Mar 12, 2020 10:59:13 ***
Airline record locator:*** ; Itinerary number: ***;Product: Flights;Outbound : ***;Return: ***
Did you book in the last 24 hours?: No;Departure date: 03/22/2020;Booking date: 02/17/2020;Customer email: ***;Customer phone:
April 6, 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. Our
records indicate that on February 18, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable roundtrip flight with ***
for one passenger on Expedia’s website, under itinerary ***. The
customer paid $1,077.79 for the booking. We understand Mr. is requesting
a full refund of the flight.On
March 16, 2020, an airline-initiated schedule occurred. Expedia contacted the
customer via email with available alternative flight options, along with an
option of cancellation for a refund. On April 5, 2020, we issued a full refund
of the flight back to the customer’s original form of payment. It may take up
to two billing cycles for the refund to process, depending on Mr.’s
financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
But it has not come through yet refund. Please wait for another week until refund has been received. Thank you
Sincerely
Dear ***,
On April 6, 2020, we issued a full refund of the flight back to the original form of payment. I reviewed a status of the refund and it shows it was successfully processed by your bank on April 9, 2020. If you are not seeing the refund in your bank account, you need to contact your bank directly, the refund transaction number ***
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Gayana ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I accidentally canceled my trip itinerary (Itinerary #***). Their website was deceptive. I thought I would get a refund but I didn't; you just cancel it and they keep your money and don't care. You just cancel and get nothing in return; no refund, no discount, no nothing. I had a trip planned to go to California but I wanted to get a refund due to the COVID-19 virus. I cannot talk to anyone at Expedia. When I called their nonexistent customer service, they just just said "we are having technical difficulties" and that's it. I kept trying to call because I want a refund for a hotel I booked. I called again and entered my itinerary number, and they just say "you canceled this without a refund" and do not care. I cannot talk to a human to un-cancel my trip so I can see if I can get a refund. I want to un-cancel this and get a refund and just get a refund. Once again, their website was deceptive in saying I can cancel it, but low and behold they give no refund. This is a scam.
I will NEVER book with scam artists Expedia again.
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***)
regarding his hotel reservation. Our records indicate that on March 4,
2020, the customer, or an authorized user of the Expedia account, self-booked a
nonrefundable Pay Now hotel reservation on Expedia’s website, under itinerary ***.
The reservation was made with ***, Redondo
Beach, CA, for March 24-16, 2020. The customer paid $305.46 for the booking. We
understand Mr. cancelled his reservation and is requesting a full
refund.Upon review, on March 17, 2020, Mr.,
or an authorized user of the account, self-cancelled the hotel booking online. Due
to the nonrefundable room type and rate selected, his payment was not refunded. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the hotel.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.Nonetheless, on April 5, 2020, we issued a
full refund of the booking in the amount of $305.46 back to the customer’s
original form of payment, using the hotel’s global flexibility policy due to
COVID-19. It may take up to two billing cycles for the refund to process,
depending on the customer’s financial institution. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. They gave given me my refund.
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
I booked a trip through Expedia in early January and purchased insurance. Due to the coronavirus, I am no longer able to take my trip, as the U.S.-Mexico border is now closed for non-essential traveling. After tirelessly calling Expedia over the past few days, I finally got a hold of them today (a day before my trip and after waiting over 4 hours). The first employee I came into contact with did not offer much help and, therefore, I requested to speak to a supervisor. Once again, I was put on hold for over an hour; I was assisted by an incredibly rude and dismissive supervisor. I am under an extremely unprecedented circumstance, due to working at a hospital where I am considered an essential worker, in addition to having confirmed cases, including a fellow coworker. While I tried to explain my situation, the supervisor continued to neglect the fact that I purchased insurance and that airlines are offering refunds (e.g. ***). She failed to offer me a viable solution, and I asked to speak with a manager. I was then placed on hold and, suspiciously, my calls were continuously being dropped. I proceeded to try and get a hold of them again and my calls kept being dropped. I understand that currently Expedia is experiencing a high volume of calls; however, my flight is tomorrow and I cannot afford to waste any more time. It is critical for me to resolve this issue, before my flight tomorrow, yet the staff of Expedia seemed to completely disregard my concerns. I cannot afford to lose the money I spent on this flight and Expedia denied a refund, even though I had insurance and my airlines approved of the cancellation. I offered to provide proof through email, fax, mail, etc. in order to ensure the company that I had valid proof of no longer being able to travel, they dismissed this. They tried to claim that NO airlines were offering refunds, when this is not true as multiple people have posted on the Expedia *** that this is possible, as well as airlines.
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 paid over $1600 to Expedia.com for a round-trip flight plus rental car for my three sons and I. The departure was supposed to take place around 5am on June 14th, 2020, and returning on June 21st, 2020. The airline is *** Airlines. I have tried non stop to try contacting Expedia by phone and online, but the are practicing very deceptive tactics by absolutely refusing to have any of their people answer my calls. You see, *** Airlines, who answers their phone like every other business, told me that since that flight we booked no longer exists, that Expedia must refund all of my money. I understand that we're all dealing with a lot right now, but it's absolutely unforgivable that Expedia refuses to even answer the phone or reply to my email requesting a refund and canceling my upcoming trip to Myrtle beach in June that *** Airlines said Expedia must do since that original flight I selected no longer exists. I have tried calling hundreds of times, and have remained on hold for over and hour too many times to count only for them to hang up on me. Plus, one message they say on the phone is that you can cancel your trip on Expedia.com, but they're not replying to my online request either. I simply want all of my money back immediately!!!!
Expedia contacted *** and provided information regarding the refund requested.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Complaint: ***
I am rejecting this response because:
When Expedia called me today, they said it can take up to 2 months to refund my money. That is way too long. It's already been weeks since I first tried to get my refund. I want this complaint to remain open until I have my refund.
Sincerely
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 January 29, 2020, Mr. or an authorized user of the Expedia account self-booked a package on Expedia’s Mobile website under itinerary ***. Travel was with *** Airlines, traveling from Cleveland, Ohio to North Myrtle Beach, NC departing on June 14, 2020 and returning on June 21, 2020. The package includes a car rental with a pick-up at, *** in Myrtle Beach, NC on June 14, 2020 and a drop off on June 21, 2020, for a total of $1665. 46. We understand Mr., is requesting that Expedia expedite the *** Airlines refund.On March 14, 2020, Mr. or an authorized Expedia account user cancelled the,“ ***”, from our website based on a change of plans. Therefore, a refund of $361.90, was processed back to the customers original form of payment. However, the time it takes for Mr. to receive the refund depends upon our current delays in processing, generally taking up to 30 days. Our research shows, on March 31, 2020, *** Airlines issued a schedule change to Mr. original flight. As, Mr. did not accept the airline-initiated change, *** Airlines authorized Expedia to cancel/process a full refund. We then informed Mr. by phone that, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of our providers. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card). Furthermore, the airlines average refund time frame, is up to two billing cycles. From time to time and for a variety of reasons airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states: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 Expedia. Expedia is 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. Expedia has 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. With Coronavirus (COVID-19) continuing to impact travel around the world, our teams are handling an unprecedented number of requests, which means refunds are taking longer than normal. Thank you for your patience as we work to take care of our travelers as quickly as possible!Refund timelines:If Expedia charged the customer, then a refund could take up to 30 days to process. (Mr. may see our brand name listed on his credit card statement.)If the hotel, airline, or car agency processed the charge, they’ll determine the refund timeline. If Mr. is unable to accept *** Airlines refund timeframe, Mr. may contact *** Airlines directly at the following number, 1 800-433-7300.While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia cannot honor Mr.’s 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: ***
Your research is wrong. *** Airlines told me that flight was canceled early in March, not on the 31st of March. They're the ones who told me that Expedia had to give the refund. I'm tired of this back and forth nonsense, and I just want my refund. You deal with *** Airlines, so please contact then to expedite my refund. When I talked to then, they said I must go through Expedia. I've been dealing with this for over a month now.
I am rejecting this response because:
Sincerely
I've booked flight and hotel through Expedia to visit Egypt. The flight from San Francisco on March 13, returning on March 22, via Istanbul (Turkey). Itinerary ***, flight portion cost $1397.15 both ways.
On 3/16 I've got a message from embassy that government of Egypt suspends all air travel starting at 12pm March 19 until March 31.
This would imply my return tickets being unusable and I had to change them. I immediately tried to contact Expedia, and spent 2 hours on waitline with Expedia support, no success. There were no online options to chat, cancel or reschedule my flight, and phone line was not responsive. *** Airlines declined to do anything, because they only help if you book flight with the airline directly. This was booked through Expedia, so only Expedia can deal with flight changes. Expedia failed to do that, because they failed to respond my phone calls.
As a result, I had to buy separate return tickets. These were the cheapest options I could find, that didn't throw an error when I tried to book them:
1. Land transportation from Sharm El Sheikh (Egypt) to Cairo (Egypt). $240, paid in cash to the driver.
2. ***, flight from Cairo (Egypt) to Abu Dhabi (***). Flight on Wednesday March 18, 1:45pm, arriving 6:55pm same day. Booking number *** Cost: $768.74. Note: the same flight would have been $400 more expensive if I booked it through Expedia, so I used *** instead.
3. Expedia, flight from Abu Dhabi (***) to San Francisco *** via *** Flight on Thursday, March 19, 8:45am, arriving March 19, 7:29pm to SFO. Itinerary number ***. Cost: $1207.78
Total cost: $240 + $768.74 + $1207.78 = $2216.52
This amount ($2216.52) is what I had to pay in order to compensate Expedia's inability to correct my return flight.
By the way, still can't cancel original flight, because I can't reach Expedia phone. Just tried multiple times, and was disconnected, even without a wait line.
April 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of his out of pocket cost to get a return flight since he could not get through to Expedia.
Our records indicate on October 17, 2019, Mr. or an authorized user of the account self-booked one round trip flight on Etihad Airways departing March 13, 2020 from San Francisco, CA, USA to Sharm El Sheikh, Egypt and returning on March 22, 2020, via ***.
We can confirm there are no notes or calls documented on the Expedia account pertaining to the itinerary in question.After further review on April 7, 2020 , Expedia was not able to verify any notes or calls made in regards to the account. Expedia contacted *** Airlines and they advised the return flight was cancelled and could be refunded. *** Airlines has turned off their refund portal due to the enormous amount of refund request caused by COVID19. The refund option will have to be revisited in 30 business days once *** Airline reopens the refund portal. The customer was sent an email under separate cover asking for a receipt from ***. Mr. was advised that Expedia will only consider charges that he has receipts for. Mr. was advised that *** Airline has a block on their refund portal and Expedia has to revisit submitting the refund to them in 30 days. Mr. was also advised the return flight could be refunded and would possibly be a refund of $698 or less.
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. 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.
Please readdress this matter in 30 days, by that time *** Airline refund portal should has been reopened. Before we will consider a refund we need to know exactly what *** Airline is refunding so that an over refund is not issued.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I AM TOTALLY PISSED! THIS WAS THE FIRST TIME ME AND MY DAUGHTERS WENT TO CALIFORNIA ON LAST SATURDAY! SO I WAS TALKING TO FAMILY MEMBERS ABOUT THE EVENT OF HAVING A GREAT TIME! SO WE WENT TO VARIOUS HOTELS LISTING AND CAME ACROSS EXPEDIA! SO IT SAID SOMETHING ABOUT IF I PUT MY CREDIT CARD IN I CAN GET BETTER DISCOUNTS!!! SO I WAS GAIN UNTIL, EXPEDIA CHARGED MY CARD WITHOUT MY PERMISSION!!! I WAS ONLY SEARCHING FOR DISCOUNTS!!! THATS IT!!!! YOU GUYS/EXPEDIA ACTUALLY SCAMED ME OUT OF $405.16!!! AND I NEVER STAYED AT ANY HOTELS WITH EXPEDIA!!!! THEN I CALLED TO TELL EXPEDIA THAT MY YOU GUYS CHARGED CARD!!! AND I CALLED ABOUT 100 TIMES AND WAS HUNG UP ON ABOUT 15 TIMES!!! I WAS ON HOLD FOR HOURS, THEN I HAD TO PRESS (3) TO SPEAK/CANCEL TO SOMEONE!!! THIS OS HIGHWAY ROBBERY!! I MEAN COME ON! THEN I WENT RIGHT BACK TO THE WEBSITE AND THEN I SEEN THAT EXPEDIA...BOOKED ME A HOTEL!!! I CALLED THE HOTEL AND *** SAID, THAT THEY SEEN IT, BUT THEY CANCELLED IT!!! THEY APOLOGIZED TO ME OVER AND OVER AGAIN!! AND TOLD ME TO CALL EXPEDIA AND I KEPT CALLING...THEN I WAS HUNG UP ON CONSTANTLY BY SUPPERVISORS! I SPOKE WOTH SARAH, KEN AND HANNIBAL!! THEY ASKED IF THEY COULD CALL ME BACK IF THE PHONE WAS DISCONNECTED..I SAID YES!! THEY PUT ME ON HOLD!!! THEN HUNG UP!!!! THEN I HAD TO GO THROUGH THE SAME THING OVER AGAIN! I MEAN EXPEDIA SAID THAT THEY WILL HANDLE IT! WE WILL REFUND YOU AND WE APOLOGIZE AND SOON AS THEY SAID THAT!!! THEY HUNG UP AGAIN...SO THEN I HAD TO KEEP CALLING BACK TO BACK BECAUSE OF THE VOLUME OF CALLS THAT EXPEDIA HAD!! I WAS CALLING EVERY 15MIN TIL AND OPERATOR ANSWER WHICH IT DIDNT HAPPEN!!! YOU GUYS STOLE OVER $405..FROM ME!!! I WANT MY REFUND THAT WAS STOLEN! I MEAN HOW DO YOU TELL ME TO PUT MY CARD IN AND GET DISCOUNTS AND THEN SCAM ME, HANG UP THE PHONE.,,AND DONT HANDLE THIS! I WILL ALSO CONTACT FTC & FCC!! YOU-EXPEDIA SCAMMED ME SO BAD OF MY VACATION
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) package reservation. Our records indicate/reflect a package reservation
consisting of a hotel at *** for and a compact SUV at *** Car Rental with damage collision
protection for $405.19On March 14, 2020, *** or someone who has account access
booked itinerary ***. Connor from the hotel was contacted and confirmed two itineraries, both
were no-showed but our records show the hotel collect booking for itinerary *** was not
charged to ***. *** advised that a refund will not be possible for the
other. Expedia will be refunding the $405.19
as we did see console errors at the time of booking. *** can expect the
refund to take 3-7 business days or up to two billing cycles depending on the financial
institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
I have been trying to use the online chat which tells me all agents are currently assisting others or to call the number to cancel my flight. When I call to cancel I get a message that says due to technical difficulties cannot answer or high wait time and during my wait I get hung up on!!!! This is an international flight I’ve been trying to cancel due to Coronavirus and also due to fever and cough and unable to travel for both reasons. Keep trying to cancel flights but 2/3 have already departed. This should be illegal to not answer the phone! When I call *** airlines they say I need to speak to Expedia directly.
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 scheduled and paid for two round trip flights to Florida for my vacation. When the virus hit I noticed that *** is cancelling domestic, non essential travel and I attempted to cancel my flights. They cancelled them with the stipulation that I only receive an airline credit and must use the credit within the year. I will not have anymore vacation during this year as this was special trip.
I also paid for the insurance to ensure that I could get a refund should something happen. At this point, not only do I not have a monetary refund, Expedia and *** refuse all calls.
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number *** regarding a
flight reservation. Our records indicate/reflect a
round-trip cancelled flight from Portland (***) to Tampa (***) departing April
11, 2020, and returning April 17, 2020. We understand *** is requesting a refund for $706.78.The flight reservation was booked as a “Basic Economy” that
does not allow for a refund or any changes to be admitted. *** however is
allowing changes to be made. New
travel must originate on/before December 31, 2020. New travel must be re-booked
no later than December 21, 2020. Expedia regrets to inform that we
are unable to provide a refund as *** does not allow for refunds regarding
these flights. 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: I paid extra for insurance to ensure that this flight could be canceled with refund. The corona virus epidemic is the only reason I had to cancel and this caused a hardship on my family. I will be reporting Expedia and *** to the government for taking advantage of an American citizen in the face of a national emergency.
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 information *** provided
to further address his concerns. We understand the refund of $706.78 is what
the customer is seeking, however *** is not allowing refunds for these
tickets at this time. The policies of the tickets have changed, and now the airlines
are allowing future travel up to April 27,2021. The tickets must be reissued/re-booked
by this date, and travel must originate from this date as well. Fare difference,
if any will be collected at the time of re-booking.
Since the “Flight Cancellation Plan” will not be utilized due to
the cancelled flights, Expedia has processed a refund in the amount of $46.
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: This is UNACCEPTABLE. If a consumer cannot trust you to honor your commitment, why would they use your services? I do not care that *** has changed their policy. I purchased my tickets prior to any changes, and I would not have purchased them if I had been told that, even with cancellation insurance, you can simply change your policy after you receive my money. I have already reported you to my credit card company, and you can bet I will not stop there. There are resources for consumers and you can bet I will use every weapon at my disposal. Taking advantage of consumers during a crisis is absolutely appalling. Get some integrity while your at it!
Sincerely