I received a text message from expedia saying that the airline changed my flight schedule , this new schedule doesn't work for me, Expedia didn't even give me an option to decide if its ok with me or if I want to cancel , they just assumed is ok with me ,this is very disrespectful with the customer , I understand they are very busy at this moment but this is not the way to treat your customers , obviously I want to cancel and I am requesting a full refund for the tickets since is the airline who is making this change not me so I deserved a full refund of my tickets I being trying to contact Expedia is impossible to get in touch with them I being trying to call the past 4 days with no success.
My itinerary is
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 booking. Our records indicate/reflect a one way flight from Tokyo (*** to Beijing
(***) departing on May 13, 2020. We understand Ms. is requesting a full
refund of the flights due to the flights being changed by *** Airlines. The changes made are considered “minor”. The original time for the second
leg of the trip from Seoul (***) to Beijing (*** was 1PM, and changed to
12:50PM. When a minor change is made by the airlines, they do not allow for a refund.
We apologize for any inconvenience this may cause. Expedia will not be able to
provide a refund for this flight. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Michael ***Corporate Correspondence Team
I have booked various flights to travel on multiple days. I bought my tickets with plenty of time and also bought the insurance just in case things went wrong. Because of unseen circumstances at my job, (I work in a hospital and as you know because of the coronavirus more people are sick) I had to stay and help at the hospital. I wanted to cancel my flights and get a refund but Expedia did not allow me this option. Keep in mind that I did pay for insurance on all my flights. Expedia responded by saying that I had communicate with each airline individually and talk to them. Not only did they brush aside their responsibility, they want me to talk to airlines with my busy schedule. I usually work around 67 hours a week. Making the insurance I bought with them and the fact that I booked with them worthless. When I wanted to communicate with costumer service, I was immediately turned away and never got the opportunity to speak with anyone because they were only taking service from people who were having their flights in the last 72 hours.
I have never been treated with such disrespect by a company, while I am putting my life and my wife's life in risk everyday going to work with so many possible cases of coronavirus. I felt belittled and felt that the company treated my unfairly especially since I tried to work out the details so early and bought insurance for my tickets through Expedia just in case of unseen circumstances. I do not want to change my flight, I do not know when I will have another opportunity to have a vacation.
Thank you for reading my compliant and taking the time to see if I have valid concerns. If you have any questions or wish to know anymore information, please let me know. My email is ***@gmail.com.
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.
reservation with expedia I have been trying to call them ahead of time of my reservation to get a refund back do to the COVID-19 I could fly. I call the Hotel and I was told they are willing to cancel but I have to contact expedia. Until today I been trying and the phone message is to not working saying they have technical issues. I try the chat on line and kick me off the chat to start all over again(computer message) no ones help over the web. Expedia stated we need to cancel within 24 h to get a refund. I tried to cancel but is impossible to get an answer or talk to an Expedia agent. I'm trying to get my refund back since I did all I can from my end.
Expedia.com Response
• Mar 24, 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 booked a room in *** on January 25, 2020. The hotel gave me a refund at 1:50 AM on January 26, 2020. I contacted Expedia several times to retrieve my refund and they either hang up on me or tell me it will be added on within 72 hours. They also all me $89.41 in points which they will not credit me. I’ve spent numerous hours contacting them and they just passed the buck and eventually hang up on me.
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 hotel reservation. Our records indicate/reflect a reservation at the ***. We understand *** is requesting a refund of $63.77.The reservation that was booked is non-refundable that does not allow for
refunds. Expedia has not received any notification from the *** to issue a
refund.
Expedia regrets to inform that we will not be able to provide a refund of
$63.77.
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.
Made Reservations on 2/17/2020 trip to Bowling Green KY to see the Corvette Museum on March 27th, 28th, with check out on March 29th 2020. Non Refundable reservations for hotel $ 193.01 paid in advance. With the National Security Coronavirus Shutdown - our destination, The Corvette Museum, has shut down all guest services except independent walk through at your own pace. Services anticipate to reopen on or about May 1st 2020. We contacted Travelscape LLC & Reservations.com via phone, thinking we were contacting the Hotel Directly, Ramada Inn by Wyndham Bowling Green Kentucky # ***. We made our reservations, and received email confirmation. OUR PROBLEM IS: We contacted Travelscape to MOVE not CANCEL our reservation pushing forward our arrival date into May, when the Museum resumes full guest services. We were told we have to surrender our full $193.01 which includes a cancel fee, and rebook at additional charge of same $193.01. unless the HOTEL waves the penalty for changes. We contacted Hotel, spoke with Tanjjda advised she will change reservation without penalties but must have a telecon auth from Travelscape, in which TS Manager "YAN' refused to call and settle issue, reciting their policy - cancel reservation, loose $193.01 and rebook. We want a new reservation date which coicide's with the Museum's anticipated reopening. We are on Social Security, this was weekend vacation for us. Due to the National Emergency Restrictions, no restaurants, bars, movies etc are open...This is why we requested a simple push forward on reservation date.
Product_Or_Service: Hotel Reservations
Order_Number: Itinery #***
Account_Number: Res#
Expedia.com Response
• Mar 23, 2020
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case.Due to the COVID-19 outbreak, the locations the guests were wanting to see during their travels have been closed until further notice. The customer is requesting to change the dates of this booking for a later date when the attractions open. According to our records, this booking was created under the following cancellation and change policy: Cancellation and change policyCancellations or changes made after 11:00 AM local hotel time, Thursday, March 26, 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 valueWe have reached out to the property to request a date change for the following reservation. The hotel has confirmed that a date change is not possible. However, they have agreed to cancel this booking free of charge and the guests can create a new reservation once they are able to travel.This reservation can be canceled with a full refund until 11:00 AM local hotel time, Thursday, March 26, 2020, and a new reservation can be booked for the new dates of travel.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B. Customer Relations Specialist
I have been trying to contact Expedia for the past 3 days to cancel a trip we booked to Mexico. We have called all hours of the night waiting on hold for 2-3 hours only to be disconnected. We have tried using the app which also does not work. I am unable to change my flight through the airline since we booked directly through Expedia. We were scheduled to leave on 3/21/20 and just want a refund. I am concerned and extremely stressed out about losing the money we spent. I do not know what to do to try to notify Expedia.
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 a refund. We understand that Ms. is requesting a full refund.
Our records indicate on May 4, 2019, Ms. or an authorized user of the account self-booked four round trip flights on *** Airlines departing March 21, 2020 from Chicago, IL to Punta Cana, Dominican Republic and returning on March 28, 2020, along with a seven night hotel stay at *** All Inclusive, via ***. A confirmation email was emailed the email address o file, it was opened and reviewed once.
We can confirm on March 18, 2020, the customer logged into Expedia online and cancelled the two hotel rooms. Expedia emailed a cancellation confirmation for the hotel advising the two rooms were cancelled and that a refund of $2,084.74 would be issued for each room.
After further review on April 3, 2020, Expedia verified with our back office system that the customer logged into the Expedia account on March 18, 2020, and cancelled the two hotels rooms. During the time that the customer was logged into the system, we were able to verify that the cursor highlighted the flight information which advised the tickets were non-refundable. Expedia verified the ticket status is open and unused. The fare rules state the tickets are non-refundable in case of cancel. *** Airline is not offering refunds, their Covid19 policy is as follows:
Bought your ticket before March 1, 2020, for travel through May 31, 2020, you can rebook without change fees. Booked your trip March 1 – April 30, 2020, for all future travel, you can also change your reservation at a later date without change fees.
Ms. may contact our Customer Service Department at 877-*** for assistance with exchanging her tickets. *** Airline policy states they are waiving the change fees, any increase in fare is the customer responsibility.
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 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.
Based on above we are not able to honor your request for any additional refund amount. The hotel refund should appear within 30 days from the day the cancel was processed. 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 03, 2020
Complaint: ***
I am rejecting this response because:
I am still waiting to receive my refund for the two rooms that I cancelled, which I have yet to receive. In addition, I received an email from Expedia on 3/22 indicating my return flight from Cancun to Chicago was cancelled. Please see the attachment for a copy of this email. According to the *** Airlines website conditions of carriage, we are eligible for a refund on a non refundable ticket. The flight according to your communication was cancelled and I am entitled to a refund on the original form of payment. I pasted the verbiage below and also the link: https://www.***
We will refund a non-refundable ticket (or the value of the unused segment of your trip) to the original form of payment if: - You cancel within 24 hours of booking (and booked at least 2 days before departure). - We cancel your flight - We make a schedule change that results in a change of 61 minutes or more. - A passenger or their travel companion dies.- Military orders require you to cancel your trip.Supporting paperwork is required.
I will close this claim as soon as I have received my full refund. As a business that we have used many times, I expect a full refund for the vacation I booked. If you are unable to process my full refund, I will reach out to *** and file a dispute. Please advise.
Sincerely,
***
Sincerely
Expedia.com Response
• Apr 15, 2020
April 15, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mrs. ***. We regret to hear Mrs. did not accept our response.We are again responding to Mrs. complaint regarding her request for a refund.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 previously advised that we contacted *** Airline on April 10, 2020. *** Airline is the merchant of record and they advised a refund did not apply because the flight was not cancelled. The letter dated March 22, 2020, that Mrs. forwarded stated *** Airline cancelled her flight, the flight was not cancelled prior to March 21, 2020 departure time by Mrs. or one of the other travelers. *** Airline’s advised if the customer disagrees with their decision that the customer can write to *** Airlines Customer Relations on ***. The *** Airlines representative advised they are waiving the change fee and have extended the ticket validity date to December 31, 2021 (new travel needs to complete trip by).
Our Customer Service Department can be reached at 877-*** for assistance with the exchange. *** Airline is waiving the change fees, any increase in fare will be responsibility of the customer.
Based on the above Expedia is not able to honor the refund request as the merchant has denied. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 17, 2020
Complaint: ***
I am rejecting this response because: The response I received from Expedia states the letter I received from Expedia dated March 22, 2020 was not cancelled prior to March 21st departure time. Expedia - Please review the letter you sent to me (attached again for the 3rd time). Yes, it is dated March 22nd, 2020. The flight that was cancelled was scheduled for March 28th, 2020 which shows it WAS cancelled and communicated to me from Expedia prior to the flight departure date. *** Airlines condition of carriage indicates I am entitled to a full refund in the form of original payment. I am not contacting *** Airlines directly to dispute because I went through Expedia to purchase the vacation package which included the flights. When I reached out to *** Airlines, there is nothing they will do since I did not book with them directly. Again, I used Expedia to purchase the airline tickets. I am expecting Expedia to refund my money because they were the travel company I worked with to purchase the tickets. Expedia is the company that communicated my flight was cancelled on March 22nd. I do not wish to contact your customer service department for assistance. I have already wasted countless hours on hold trying to get through to a real person at Expedia. Please refund my money for my flights. This is unbelievable. I believe Expedia is deliberately making it difficult for any customers (or maybe we should be called donors) to obtain refunds. What terrible business practice!
Sincerely,
***
*** ALL SUPPORTIN DOCUMENTATION REDACTED BY Revdex.com
I booked a hotel stay through Expedia, had to cancell due to COVID-19. I contacted the hotel, they informed me I had to cancel through Expedia. The hold times are ridiculous. Ive spent over 3 hours on hold everyday for the kast 4 days. I cancelled through the website and was informed I would not receive a refund and I did pirchase the protection plan.
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
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.
Denver Mar 16, 2020 - Mar 23, 2020 Itinerary # ***
I booked flights, car rental, and hotel through Expedia for the above referenced trip. Following the Governor of Colorado declaring a state of emergency in relation to Covid19 and discouraging travel to the High Country, I called Expedia to cancel my reservation. There was no way to communicate to Expedia other than by phone, their lines were down most of the time and when I got through, I remained on hold for hours with no response. The website indicated that Expedia would honor all cancellation penalty waivers. I called the ***, *** and was advised that they were waiving the 2 night penalty but that I had to cancel via Expedia. Back to Expedia and placed on perpetual hold again. Finally, I canceled the reservation on the Expedia site, expecting a full refund. But I've only received $2.072.47 as a refund, not what I originally paid which was $3,108.69. Expedia owes me the balance of $1,036.22. Still no one at Expedia to communicate with.
Expedia.com Response
• Mar 24, 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: Expedia provided a form response which does not specifically address my issue nor provide any way to advance the resolution of my issue. I will not be satisfied until I receive a full refund.
Sincerely
Expedia.com Response
• Mar 31, 2020
March 31, 2020Revdex.com Alaska, 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 January 1, 2020, Mr., or an authorized user of the Expedia
account, self-booked a combined one-way flight and hotel reservation for two
travelers, using Expedia’s website, under itinerary ***. The outbound flight
was aboard *** Air lines, departing on March 16, 2020, from New York, NY, to Denver,
CO. The return flight was aboard JetBlue
Airways, departing on March 22, 2020, from Denver, CO, to New York, NY. The
Hotel stay was at the ***, ***, located in Breckenridge,
CO, for the same dates. We understand Mr. is requesting a refund of $1,036.22, for the cancellation penalty of the hotel portion of his reservation. On March 14, 2020,
Mr. cancelled his hotel reservation using Expedia’s self-service cancellation
feature on Expedia’s website, following the normal cancellation policy. After
receiving this complaint, I made multiple attempts to contact ***, however, I was unable to contact anyone due to the
hotel being closed until April 30, 2020.Expedia regrets Mr.’s experience when contacting
Expedia’s customer service center was not as we would have hoped. On March 31, 2020, Expedia processed a refund in
the amount of $1,036.22, back to Mr.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed.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. Thank you,Michelle ***Corporate Correspondence
Team
Customer Response
• Apr 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have been booking with Expedia for years and I have never the most horrible, disgusting and pathetic service ever up to now. I traveled to Madrid, Spain the week of March 8th, on March 12th me and my family had a tour setup for the ***; however due to national events surrounding COVID-19 President Trump announced that he was banning travels from Europe to the US amongst other things for safety in which I completely understand. When checking into *** on Thursday, March 12th as the redemption point for the activity I was informed the tour was cancelled due to announcement from the President. I was told to contact Expedia and they advised me I could not be refunded the $172.00 I PAID. I think this is a very poor customer experience. Expedia stated they would reach out *** to confirm they cancelled the tour, Im not convinced due diligence was done, I can understand this is a trying time for the workers considering the 2-3 hour hold times but not be refunded for a worldwide pandemic is unfair. At this point I will no longer book with Expedia and make sure I have all media outlets and legal persons involved on the encounter I have experienced!!!
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.
Thank you
Customer Response
• Mar 30, 2020
Complaint: ***
I am rejecting this response because:I have received another denial for the refund. My travel has passed and while on vacation I was told the tour could not take place due to the COVID-19 so Expedia has to refund me that's who I purchased through.
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 Mrs. *** (Revdex.com case number ***) regarding an activity reservation. Our records indicate on February 3, 2020, Mrs. or an authorized user self-booked an activity reservation on Expedia’s website under itinerary ***. The activity is scheduled for a tour on March 12, 2020, for a total of $172.88. We understand Mrs. is seeking a refund due to the inability to use the scheduled tour, based on the Corona Virus Travel Advisories.We verified on March 16, 2020, Mrs. contacted Expedia for cancellation assistance, as she stated she was unable to travel. However, the tour was scheduled for March 12, 2020, and therefore, within Mrs., Expedia account the tour appeared to be, “Completed”. We then contacted,” ***”, to advocate on the customer’s behalf by requesting refund authorization. Regrettably, the tour operator denied our request to process a refund based on their cancellation policy, below:Rules And Regulations:• Cancellations and changes: You can cancel free of charge until 73 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made. • Vouchers are non-transferable.Additionally, Expedia’s Terms of Use which was agreed to by Mrs. 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 On April 7, 2020, Expedia contacted *** for a refund reconsideration, however, the tour operator was unavailable at the time of our inquiry.Due to circumstances, a onetime courtesy refund for the tour in the amount of $172.88, was processed on April 7, 2020, back to the original form of payment. 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 timeline:If Expedia charged you, the refund can take up to 30 days to process. (Mrs. may see our brand name listed on her credit card statement.)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 A
Corporate Correspondence Team
Customer Response
• Apr 08, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My *** concert was cancelled due to the coronavirus. I would like a refund. I can understand how my deposit may be kept but I paid 361.53 for a room I will never see. I have tried customer service...I was hung up on. My itinerary number was #*** My room was at *** in Indianapolis. IN. Thank you
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.
Thank you
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because: I had to cancel my reservation with My Alfred due to Coronavirus. The venue cancelled my concert also due to Coronavirus. I actually called Expedia and got through twice. I was hung up on both times...so Expedia was not too busy to answer my call only to hang up on me. Amazing how quickly Expedia will take your money for a reservation but never have the time for a refund. All I know is if I owned a business I would do the RIGHT thing by returning a customer's money. So if I don't get a refund I WILL NEVER DO BUSINESS WITH EXPEDIA AGAIN!!!!!! And I do alot of traveling. I will NEVER use another booking agency EVER!!!! I am extremely disappointed!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Sincerely
Expedia.com Response
• Apr 05, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding hotel reservation.
Our records reflect a canceled hotel reservation at the ***
at *** for one night checking in on March 26,2020. We understand Miss *** is requesting a refund of $253.07.
On March
15,2020 ***, or someone with access to the account cancelled the reservation
online through Expedia.com. Payments were collected by the hotel directly with
a cancellation fee of $361.53 due to the policy of the hotel as follows:
Room cancellations made before 9:30 AM local hotel
time, February 25, 2020, will be charged 30% of the deposit amount.
Room cancellations made after 9:30 AM local hotel time, February 25, 2020, will
not be refunded the deposit amount.
Expedia contacted the property and was advised that due to the
current global Covid-19 pandemic, they are allowing a credit for the full
amount of $361.53 to be available for two years from the original check in date
of March 26. The representative sent an email to the customer with details of
the credit. The option of refund will not be possible by the hotel.
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 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.
I booked a flight on *** through Expedia to travel to Mauritania via Paris on March 21, the flight was cancelled because of the Corona virus and travel restrictions (no flights are operating now and in the near future). I received several notifications from Ari France that my flight was cancelled and that I need to contact Expedia to get a refund. Because my flight was booked through a third party travel agency (Expedia), *** cannot issue a refund directly, it must be done by Expedia. However, despite my many attempts to get it from Expedia, they refuse to do it. Expedia claims that *** "has taken control of the file" which according to *** is not the case, and there is no such thing as 'taking over the file' or 'control'. It is impossible to communicate with Expedia agents because they repeat the same nonsensical lines over and over again, without even trying to resolve the issue. I spoke with *** on several occasions and I received the same answer: Expedia needs to issue the refund because they received the money and they are the agent of record for this transaction.
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 flights.Our records indicate/reflect a round-trip cancelled flight
reservation originally booked from New York (***) to Nouakchott (***), departing on March 21, 2020 and returning March
27, 2020. We understand Mr. is requesting a refund in full and
not flight credit. After confirming directly with *** regarding a refund
instead of a credit, we were informed that the credit would be the only option.
The credit was issued on March 20, 2020 and will expire on March 20, 2021. We
were also advised that due to Covid-19, Mr. will have the option for
refund if the credit is not used within this validity. We regret to inform that Expedia
will not be able to provide a full refund for 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
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.
*** informed me that they cannot issue a refund because they (***) did not collect the money, the money was collected by Expedia which should have issued a refund. Also, *** informed that they clearly instructed Expedia agent how to proceed with issuing a refund.
In addition, if I can receive a refund a year from now, it means that I can receive a refund now. No difference.
Expedia noted that if an online request for refund was submitted online it would respond with in 5 days. It has been 7 days and no response to my ticket number Req: ***. I proceeded to call in today as my travel is with in 7 days as mentioned on the website. They still will not take my call.
I called the hotel that I reserved, and they stated they are giving refunds, but since I made the reservation through expedia, they would have to process the refund.
The information they are telling people on there website is incorrect, and they are not holding up there own suggestions.
I booked hotel for *** through Expedia. I cannot use due to COVID-19 and I would like a full refund. I purchased travel insurance. Sent multiple emails to Expedia with no response. I have called numerous times and after waiting over an hour for a customer service rep, I get disconnected.
Expedia.com Response
• Mar 24, 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 24, 2020
Complaint: ***
I am rejecting this response because:I want to withdraw my complaint
Due to the COVID19 I wanted to cancel my flight since I would be flying into Taiwan. So I go to call the customer service number and I end up talking to a robot and get put on hold for on hour and end up getting hung up on. I tried calling again thinking it was done by accident but the same thing happens. Get put on hold, then hung up on. So I try calling different numbers and I'm told that there are no agents available. Which I understand that it's a busy time due to the COVID19. So I look at their *** page and realize I'm not the only one, and there are thousands experiencing the same thing. Many think they are trying to scam us out of our money by not answering the phones or trying to help us. I tried calling yesterday (03/17/2020) and today (03/18/2020) also emailing Expedia. My flight is in two days (03/20/2020) and if I can't cancel my flight then I have a feeling I'm never going to receive my $1,000 refund.
Expedia.com Response
• Mar 24, 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.
Over a month ago I booked a flight and hotel through Expedia.com and need to cancel my reservations. My wife and I organized a trip to Washington DC for a conference, and to go to an ***. Due to the COVID outbreak, both appointments have been cancelled therefore we need to cancel our trip.
Since last Thursday I’ve tried calling Expedia’s customer service hotline at 877-227-7481 around 40 times. Most of the time there’s an automated answering service saying that they’re experiencing technical difficulties, and the few times that I have managed to get through, I’ll be on hold for around 20- 30 minutes and then the call will be disconnected.
I’ve also tried using their online chat function around 10 times over the last week, which also never works. It appears to be an automated bot and I have never spoken to an actual agent to assist.
I’ve also spoken to the hotel directly on multiple occasions and they’ve told me that because I booked through Expedia I’m unable to cancel or obtain a refund through them, and that I must use Expedia.
As a customer, I should be able to contact the company through which I made a reservation in order to obtain either a refund or obtain credit. Not being able to do this is going to cost me hundreds of dollars.
My hotel reservation is at *** in Washington DC from the 3rd to the 5th of April.
My flight is through *** Airlines departing on the 31st of March and returning in the 5th of April.
I would like to file a formal complaint to receive a refund and/or credit.
Expedia.com Response
• Mar 24, 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 purchased air lines tickets for my family to travel to London on 12/5/19 before any COVID-19 anything, I also purchased the insurance that Expedia recommended. After the President announced a travel ban I called was told "if you want to cancel due to COVID its not a problem just file a claim with insurance and call us back with the claim number" so we waited a couple days hoping we could still go on our trip, on 3/15 we realized it just wasnt going to happen with a travel ban and more cases everyday so I filed a claim with insurance, travel guard #***, I then attempt to call Expedia but the automated system prompt me to cancel on line and someone would be intouch so thats what I did. As of 3/18 afternoon I still had not heard from anyone so I checked on line and my flight was NOT cancelled so I called a total of 6 calls and on hold for over 12 hours total because I kept getting disconnected or hung up on, I finally got through on 3/19 at 12noon and was told "*** Airline is only issuing vouchers good through 12/31/20, if I cancel your flight you must take the voucher". I explained over and over that we purchased insurance, I have a claim number and I need the flight cancelled so it doesnt look like I just didnt show up. He placed me on hold for 2min then stated he asked supervisor who stated "nothing we can do" so I again tried to explain if I hang up and call insurance back they will tell me to call Expedia and it took me 18 hours to get through the first time, he said he could not help me but would transfer me to supervisor, I was on hold again to speak to supervisor 2hours then was disconnected, My flight is scheduled to leave in 8 hours. I feel like they are just stringing me along until I miss my flight time and or trying to frustrate me to the point I quit, He spoke to his supervisor in 2 min early in our call now 2 hours on hold and again disconnected.
Expedia.com Response
• Mar 24, 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 booked a flight through Expedia, and now I am trying to get a refund because of the current virus. But I have bin unable to reach anyone at Expedia, bin on hold over 2 hours just to get disconnected, call multiple times and get told that there system is down, I called the airline directly an they are quick to answer but are unable to help me, because I booked through Expedia. I hope I will be able
To get a refund
Expedia.com Response
• Mar 24, 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.
We have been in contact with Expedia.com since Monday 3/16, in an attempt to cancel our travel starting 3/19. We have been on hold for over 10-12 hours on 4 separate days. We have talked to customer service 4 times total. We are told by Expedia that they are unable to contact our hotel (***, Bahamas) to determine if we can get a refund. Meanwhile we have easily contacted the hotel on 3 separate occasions. The hotel is unable to refund us directly (has to go thru Expedia), but are happy to cancel even at late notice. They also inform us that they have received no money from Expedia, and would not expect to receive money even if we cancel on the day of arrival. We are looking for our $4000 refund, which Expedia is apparently holding.
Expedia.com Response
• Mar 24, 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.
All my travel plans have been changed due to Canada informing us not to do any cruises. My air and hoitel was booked through Expedia. Despite 2 weeks of constant attempts to reach Expedia by telephone, I receive persistent cut-off of call, My hotel was cancelled through the on-line process, but an excessive amount - (full charge for 4 nights £647) was taken as "cancellation fee. My complaint is punitative charges, i/e. NO REFUNDS is taking place, plus zero customer contact possible. IMPOSSIBLE COMPANY TO DEAL WITH, VERY POOR BUSINESS PRACTICE.
Expedia.com Response
• Mar 27, 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
The instructions per email say to call. You cannot call, I waited on the line for over an hour multiple times on multiple days. Online sends you in a loop. The virtual agent sends you in a loop. Either refund my total or send a voucher to my email.
Expedia.com Response
• Mar 24, 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 a text message from expedia saying that the airline changed my flight schedule , this new schedule doesn't work for me, Expedia didn't even give me an option to decide if its ok with me or if I want to cancel , they just assumed is ok with me ,this is very disrespectful with the customer , I understand they are very busy at this moment but this is not the way to treat your customers , obviously I want to cancel and I am requesting a full refund for the tickets since is the airline who is making this change not me so I deserved a full refund of my tickets I being trying to contact Expedia is impossible to get in touch with them I being trying to call the past 4 days with no success.
My itinerary is
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 booking. Our records indicate/reflect a one way flight from Tokyo (*** to Beijing
(***) departing on May 13, 2020. We understand Ms. is requesting a full
refund of the flights due to the flights being changed by *** Airlines. The changes made are considered “minor”. The original time for the second
leg of the trip from Seoul (***) to Beijing (*** was 1PM, and changed to
12:50PM. When a minor change is made by the airlines, they do not allow for a refund.
We apologize for any inconvenience this may cause. Expedia will not be able to
provide a refund for this flight. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Michael ***Corporate Correspondence Team
I have booked various flights to travel on multiple days. I bought my tickets with plenty of time and also bought the insurance just in case things went wrong. Because of unseen circumstances at my job, (I work in a hospital and as you know because of the coronavirus more people are sick) I had to stay and help at the hospital. I wanted to cancel my flights and get a refund but Expedia did not allow me this option. Keep in mind that I did pay for insurance on all my flights. Expedia responded by saying that I had communicate with each airline individually and talk to them. Not only did they brush aside their responsibility, they want me to talk to airlines with my busy schedule. I usually work around 67 hours a week. Making the insurance I bought with them and the fact that I booked with them worthless. When I wanted to communicate with costumer service, I was immediately turned away and never got the opportunity to speak with anyone because they were only taking service from people who were having their flights in the last 72 hours.
I have never been treated with such disrespect by a company, while I am putting my life and my wife's life in risk everyday going to work with so many possible cases of coronavirus. I felt belittled and felt that the company treated my unfairly especially since I tried to work out the details so early and bought insurance for my tickets through Expedia just in case of unseen circumstances. I do not want to change my flight, I do not know when I will have another opportunity to have a vacation.
Thank you for reading my compliant and taking the time to see if I have valid concerns. If you have any questions or wish to know anymore information, please let me know. My email is ***@gmail.com.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
reservation with expedia I have been trying to call them ahead of time of my reservation to get a refund back do to the COVID-19 I could fly. I call the Hotel and I was told they are willing to cancel but I have to contact expedia. Until today I been trying and the phone message is to not working saying they have technical issues. I try the chat on line and kick me off the chat to start all over again(computer message) no ones help over the web. Expedia stated we need to cancel within 24 h to get a refund. I tried to cancel but is impossible to get an answer or talk to an Expedia agent. I'm trying to get my refund back since I did all I can from my end.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I booked a room in *** on January 25, 2020. The hotel gave me a refund at 1:50 AM on January 26, 2020. I contacted Expedia several times to retrieve my refund and they either hang up on me or tell me it will be added on within 72 hours. They also all me $89.41 in points which they will not credit me. I’ve spent numerous hours contacting them and they just passed the buck and eventually hang up on me.
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 hotel reservation. Our records indicate/reflect a reservation at the ***. We understand *** is requesting a refund of $63.77.The reservation that was booked is non-refundable that does not allow for
refunds. Expedia has not received any notification from the *** to issue a
refund.
Expedia regrets to inform that we will not be able to provide a refund of
$63.77.
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
Made Reservations on 2/17/2020 trip to Bowling Green KY to see the Corvette Museum on March 27th, 28th, with check out on March 29th 2020. Non Refundable reservations for hotel $ 193.01 paid in advance. With the National Security Coronavirus Shutdown - our destination, The Corvette Museum, has shut down all guest services except independent walk through at your own pace. Services anticipate to reopen on or about May 1st 2020. We contacted Travelscape LLC & Reservations.com via phone, thinking we were contacting the Hotel Directly, Ramada Inn by Wyndham Bowling Green Kentucky # ***. We made our reservations, and received email confirmation. OUR PROBLEM IS: We contacted Travelscape to MOVE not CANCEL our reservation pushing forward our arrival date into May, when the Museum resumes full guest services. We were told we have to surrender our full $193.01 which includes a cancel fee, and rebook at additional charge of same $193.01. unless the HOTEL waves the penalty for changes. We contacted Hotel, spoke with Tanjjda advised she will change reservation without penalties but must have a telecon auth from Travelscape, in which TS Manager "YAN' refused to call and settle issue, reciting their policy - cancel reservation, loose $193.01 and rebook. We want a new reservation date which coicide's with the Museum's anticipated reopening. We are on Social Security, this was weekend vacation for us. Due to the National Emergency Restrictions, no restaurants, bars, movies etc are open...This is why we requested a simple push forward on reservation date.
Product_Or_Service: Hotel Reservations
Order_Number: Itinery #***
Account_Number: Res#
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case.Due to the COVID-19 outbreak, the locations the guests were wanting to see during their travels have been closed until further notice. The customer is requesting to change the dates of this booking for a later date when the attractions open. According to our records, this booking was created under the following cancellation and change policy: Cancellation and change policyCancellations or changes made after 11:00 AM local hotel time, Thursday, March 26, 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 valueWe have reached out to the property to request a date change for the following reservation. The hotel has confirmed that a date change is not possible. However, they have agreed to cancel this booking free of charge and the guests can create a new reservation once they are able to travel.This reservation can be canceled with a full refund until 11:00 AM local hotel time, Thursday, March 26, 2020, and a new reservation can be booked for the new dates of travel.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Kyle B. Customer Relations Specialist
I have been trying to contact Expedia for the past 3 days to cancel a trip we booked to Mexico. We have called all hours of the night waiting on hold for 2-3 hours only to be disconnected. We have tried using the app which also does not work. I am unable to change my flight through the airline since we booked directly through Expedia. We were scheduled to leave on 3/21/20 and just want a refund. I am concerned and extremely stressed out about losing the money we spent. I do not know what to do to try to notify Expedia.
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 a refund. We understand that Ms. is requesting a full refund.
Our records indicate on May 4, 2019, Ms. or an authorized user of the account self-booked four round trip flights on *** Airlines departing March 21, 2020 from Chicago, IL to Punta Cana, Dominican Republic and returning on March 28, 2020, along with a seven night hotel stay at *** All Inclusive, via ***. A confirmation email was emailed the email address o file, it was opened and reviewed once.
We can confirm on March 18, 2020, the customer logged into Expedia online and cancelled the two hotel rooms. Expedia emailed a cancellation confirmation for the hotel advising the two rooms were cancelled and that a refund of $2,084.74 would be issued for each room.
After further review on April 3, 2020, Expedia verified with our back office system that the customer logged into the Expedia account on March 18, 2020, and cancelled the two hotels rooms. During the time that the customer was logged into the system, we were able to verify that the cursor highlighted the flight information which advised the tickets were non-refundable. Expedia verified the ticket status is open and unused. The fare rules state the tickets are non-refundable in case of cancel. *** Airline is not offering refunds, their Covid19 policy is as follows:
Bought your ticket before March 1, 2020, for travel through May 31, 2020, you can rebook without change fees. Booked your trip March 1 – April 30, 2020, for all future travel, you can also change your reservation at a later date without change fees.
Ms. may contact our Customer Service Department at 877-*** for assistance with exchanging her tickets. *** Airline policy states they are waiving the change fees, any increase in fare is the customer responsibility.
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 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.
Based on above we are not able to honor your request for any additional refund amount. The hotel refund should appear within 30 days from the day the cancel was processed. 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 am still waiting to receive my refund for the two rooms that I cancelled, which I have yet to receive. In addition, I received an email from Expedia on 3/22 indicating my return flight from Cancun to Chicago was cancelled. Please see the attachment for a copy of this email. According to the *** Airlines website conditions of carriage, we are eligible for a refund on a non refundable ticket. The flight according to your communication was cancelled and I am entitled to a refund on the original form of payment. I pasted the verbiage below and also the link: https://www.***
We will refund a non-refundable ticket (or the value of the unused segment of your trip) to the original form of payment if: - You cancel within 24 hours of booking (and booked at least 2 days before departure). - We cancel your flight - We make a schedule change that results in a change of 61 minutes or more. - A passenger or their travel companion dies.- Military orders require you to cancel your trip.Supporting paperwork is required.
I will close this claim as soon as I have received my full refund. As a business that we have used many times, I expect a full refund for the vacation I booked. If you are unable to process my full refund, I will reach out to *** and file a dispute. Please advise.
Sincerely,
***
Sincerely
April 15, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mrs. ***. We regret to hear Mrs. did not accept our response.We are again responding to Mrs. complaint regarding her request for a refund.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 previously advised that we contacted *** Airline on April 10, 2020. *** Airline is the merchant of record and they advised a refund did not apply because the flight was not cancelled. The letter dated March 22, 2020, that Mrs. forwarded stated *** Airline cancelled her flight, the flight was not cancelled prior to March 21, 2020 departure time by Mrs. or one of the other travelers. *** Airline’s advised if the customer disagrees with their decision that the customer can write to *** Airlines Customer Relations on ***. The *** Airlines representative advised they are waiving the change fee and have extended the ticket validity date to December 31, 2021 (new travel needs to complete trip by).
Our Customer Service Department can be reached at 877-*** for assistance with the exchange. *** Airline is waiving the change fees, any increase in fare will be responsibility of the customer.
Based on the above Expedia is not able to honor the refund request as the merchant has denied. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The response I received from Expedia states the letter I received from Expedia dated March 22, 2020 was not cancelled prior to March 21st departure time. Expedia - Please review the letter you sent to me (attached again for the 3rd time). Yes, it is dated March 22nd, 2020. The flight that was cancelled was scheduled for March 28th, 2020 which shows it WAS cancelled and communicated to me from Expedia prior to the flight departure date. *** Airlines condition of carriage indicates I am entitled to a full refund in the form of original payment. I am not contacting *** Airlines directly to dispute because I went through Expedia to purchase the vacation package which included the flights. When I reached out to *** Airlines, there is nothing they will do since I did not book with them directly. Again, I used Expedia to purchase the airline tickets. I am expecting Expedia to refund my money because they were the travel company I worked with to purchase the tickets. Expedia is the company that communicated my flight was cancelled on March 22nd. I do not wish to contact your customer service department for assistance. I have already wasted countless hours on hold trying to get through to a real person at Expedia. Please refund my money for my flights. This is unbelievable. I believe Expedia is deliberately making it difficult for any customers (or maybe we should be called donors) to obtain refunds. What terrible business practice!
Sincerely,
***
*** ALL SUPPORTIN DOCUMENTATION REDACTED BY Revdex.com
I booked a hotel stay through Expedia, had to cancell due to COVID-19. I contacted the hotel, they informed me I had to cancel through Expedia. The hold times are ridiculous. Ive spent over 3 hours on hold everyday for the kast 4 days. I cancelled through the website and was informed I would not receive a refund and I did pirchase the protection plan.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Denver Mar 16, 2020 - Mar 23, 2020 Itinerary # ***
I booked flights, car rental, and hotel through Expedia for the above referenced trip. Following the Governor of Colorado declaring a state of emergency in relation to Covid19 and discouraging travel to the High Country, I called Expedia to cancel my reservation. There was no way to communicate to Expedia other than by phone, their lines were down most of the time and when I got through, I remained on hold for hours with no response. The website indicated that Expedia would honor all cancellation penalty waivers. I called the ***, *** and was advised that they were waiving the 2 night penalty but that I had to cancel via Expedia. Back to Expedia and placed on perpetual hold again. Finally, I canceled the reservation on the Expedia site, expecting a full refund. But I've only received $2.072.47 as a refund, not what I originally paid which was $3,108.69. Expedia owes me the balance of $1,036.22. Still no one at Expedia to communicate with.
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: Expedia provided a form response which does not specifically address my issue nor provide any way to advance the resolution of my issue. I will not be satisfied until I receive a full refund.
Sincerely
March 31, 2020Revdex.com Alaska, 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 January 1, 2020, Mr., or an authorized user of the Expedia
account, self-booked a combined one-way flight and hotel reservation for two
travelers, using Expedia’s website, under itinerary ***. The outbound flight
was aboard *** Air lines, departing on March 16, 2020, from New York, NY, to Denver,
CO. The return flight was aboard JetBlue
Airways, departing on March 22, 2020, from Denver, CO, to New York, NY. The
Hotel stay was at the ***, ***, located in Breckenridge,
CO, for the same dates. We understand Mr. is requesting a refund of $1,036.22, for the cancellation penalty of the hotel portion of his reservation. On March 14, 2020,
Mr. cancelled his hotel reservation using Expedia’s self-service cancellation
feature on Expedia’s website, following the normal cancellation policy. After
receiving this complaint, I made multiple attempts to contact ***, however, I was unable to contact anyone due to the
hotel being closed until April 30, 2020.Expedia regrets Mr.’s experience when contacting
Expedia’s customer service center was not as we would have hoped. On March 31, 2020, Expedia processed a refund in
the amount of $1,036.22, back to Mr.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed.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. Thank you,Michelle ***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 have been booking with Expedia for years and I have never the most horrible, disgusting and pathetic service ever up to now. I traveled to Madrid, Spain the week of March 8th, on March 12th me and my family had a tour setup for the ***; however due to national events surrounding COVID-19 President Trump announced that he was banning travels from Europe to the US amongst other things for safety in which I completely understand. When checking into *** on Thursday, March 12th as the redemption point for the activity I was informed the tour was cancelled due to announcement from the President. I was told to contact Expedia and they advised me I could not be refunded the $172.00 I PAID. I think this is a very poor customer experience. Expedia stated they would reach out *** to confirm they cancelled the tour, Im not convinced due diligence was done, I can understand this is a trying time for the workers considering the 2-3 hour hold times but not be refunded for a worldwide pandemic is unfair. At this point I will no longer book with Expedia and make sure I have all media outlets and legal persons involved on the encounter I have experienced!!!
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:I have received another denial for the refund. My travel has passed and while on vacation I was told the tour could not take place due to the COVID-19 so Expedia has to refund me that's who I purchased through.
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 Mrs. *** (Revdex.com case number ***) regarding an activity reservation. Our records indicate on February 3, 2020, Mrs. or an authorized user self-booked an activity reservation on Expedia’s website under itinerary ***. The activity is scheduled for a tour on March 12, 2020, for a total of $172.88. We understand Mrs. is seeking a refund due to the inability to use the scheduled tour, based on the Corona Virus Travel Advisories.We verified on March 16, 2020, Mrs. contacted Expedia for cancellation assistance, as she stated she was unable to travel. However, the tour was scheduled for March 12, 2020, and therefore, within Mrs., Expedia account the tour appeared to be, “Completed”. We then contacted,” ***”, to advocate on the customer’s behalf by requesting refund authorization. Regrettably, the tour operator denied our request to process a refund based on their cancellation policy, below:Rules And Regulations:• Cancellations and changes: You can cancel free of charge until 73 hours before your reservation starts. After that time, no cancellations, changes or refunds will be made. • Vouchers are non-transferable.Additionally, Expedia’s Terms of Use which was agreed to by Mrs. 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 On April 7, 2020, Expedia contacted *** for a refund reconsideration, however, the tour operator was unavailable at the time of our inquiry.Due to circumstances, a onetime courtesy refund for the tour in the amount of $172.88, was processed on April 7, 2020, back to the original form of payment. 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 timeline:If Expedia charged you, the refund can take up to 30 days to process. (Mrs. may see our brand name listed on her credit card statement.)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 A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My *** concert was cancelled due to the coronavirus. I would like a refund. I can understand how my deposit may be kept but I paid 361.53 for a room I will never see. I have tried customer service...I was hung up on. My itinerary number was #*** My room was at *** in Indianapolis. IN. Thank you
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: I had to cancel my reservation with My Alfred due to Coronavirus. The venue cancelled my concert also due to Coronavirus. I actually called Expedia and got through twice. I was hung up on both times...so Expedia was not too busy to answer my call only to hang up on me. Amazing how quickly Expedia will take your money for a reservation but never have the time for a refund. All I know is if I owned a business I would do the RIGHT thing by returning a customer's money. So if I don't get a refund I WILL NEVER DO BUSINESS WITH EXPEDIA AGAIN!!!!!! And I do alot of traveling. I will NEVER use another booking agency EVER!!!! I am extremely disappointed!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding hotel reservation.
Our records reflect a canceled hotel reservation at the ***
at *** for one night checking in on March 26,2020. We understand Miss *** is requesting a refund of $253.07.
On March
15,2020 ***, or someone with access to the account cancelled the reservation
online through Expedia.com. Payments were collected by the hotel directly with
a cancellation fee of $361.53 due to the policy of the hotel as follows:
Room cancellations made before 9:30 AM local hotel
time, February 25, 2020, will be charged 30% of the deposit amount.
Room cancellations made after 9:30 AM local hotel time, February 25, 2020, will
not be refunded the deposit amount.
Expedia contacted the property and was advised that due to the
current global Covid-19 pandemic, they are allowing a credit for the full
amount of $361.53 to be available for two years from the original check in date
of March 26. The representative sent an email to the customer with details of
the credit. The option of refund will not be possible by the hotel.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a flight on *** through Expedia to travel to Mauritania via Paris on March 21, the flight was cancelled because of the Corona virus and travel restrictions (no flights are operating now and in the near future). I received several notifications from Ari France that my flight was cancelled and that I need to contact Expedia to get a refund. Because my flight was booked through a third party travel agency (Expedia), *** cannot issue a refund directly, it must be done by Expedia. However, despite my many attempts to get it from Expedia, they refuse to do it. Expedia claims that *** "has taken control of the file" which according to *** is not the case, and there is no such thing as 'taking over the file' or 'control'. It is impossible to communicate with Expedia agents because they repeat the same nonsensical lines over and over again, without even trying to resolve the issue. I spoke with *** on several occasions and I received the same answer: Expedia needs to issue the refund because they received the money and they are the agent of record for this transaction.
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 flights.Our records indicate/reflect a round-trip cancelled flight
reservation originally booked from New York (***) to Nouakchott (***), departing on March 21, 2020 and returning March
27, 2020. We understand Mr. is requesting a refund in full and
not flight credit. After confirming directly with *** regarding a refund
instead of a credit, we were informed that the credit would be the only option.
The credit was issued on March 20, 2020 and will expire on March 20, 2021. We
were also advised that due to Covid-19, Mr. will have the option for
refund if the credit is not used within this validity. We regret to inform that Expedia
will not be able to provide a full refund for 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
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.
*** informed me that they cannot issue a refund because they (***) did not collect the money, the money was collected by Expedia which should have issued a refund. Also, *** informed that they clearly instructed Expedia agent how to proceed with issuing a refund.
In addition, if I can receive a refund a year from now, it means that I can receive a refund now. No difference.
Sincerely
Expedia noted that if an online request for refund was submitted online it would respond with in 5 days. It has been 7 days and no response to my ticket number Req: ***. I proceeded to call in today as my travel is with in 7 days as mentioned on the website. They still will not take my call.
I called the hotel that I reserved, and they stated they are giving refunds, but since I made the reservation through expedia, they would have to process the refund.
The information they are telling people on there website is incorrect, and they are not holding up there own suggestions.
Refund is in process. Thank you.
***
***
***
Sent from my iPhone
I booked hotel for *** through Expedia. I cannot use due to COVID-19 and I would like a full refund. I purchased travel insurance. Sent multiple emails to Expedia with no response. I have called numerous times and after waiting over an hour for a customer service rep, I get disconnected.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:I want to withdraw my complaint
Sincerely
Due to the COVID19 I wanted to cancel my flight since I would be flying into Taiwan. So I go to call the customer service number and I end up talking to a robot and get put on hold for on hour and end up getting hung up on. I tried calling again thinking it was done by accident but the same thing happens. Get put on hold, then hung up on. So I try calling different numbers and I'm told that there are no agents available. Which I understand that it's a busy time due to the COVID19. So I look at their *** page and realize I'm not the only one, and there are thousands experiencing the same thing. Many think they are trying to scam us out of our money by not answering the phones or trying to help us. I tried calling yesterday (03/17/2020) and today (03/18/2020) also emailing Expedia. My flight is in two days (03/20/2020) and if I can't cancel my flight then I have a feeling I'm never going to receive my $1,000 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
Over a month ago I booked a flight and hotel through Expedia.com and need to cancel my reservations. My wife and I organized a trip to Washington DC for a conference, and to go to an ***. Due to the COVID outbreak, both appointments have been cancelled therefore we need to cancel our trip.
Since last Thursday I’ve tried calling Expedia’s customer service hotline at 877-227-7481 around 40 times. Most of the time there’s an automated answering service saying that they’re experiencing technical difficulties, and the few times that I have managed to get through, I’ll be on hold for around 20- 30 minutes and then the call will be disconnected.
I’ve also tried using their online chat function around 10 times over the last week, which also never works. It appears to be an automated bot and I have never spoken to an actual agent to assist.
I’ve also spoken to the hotel directly on multiple occasions and they’ve told me that because I booked through Expedia I’m unable to cancel or obtain a refund through them, and that I must use Expedia.
As a customer, I should be able to contact the company through which I made a reservation in order to obtain either a refund or obtain credit. Not being able to do this is going to cost me hundreds of dollars.
My hotel reservation is at *** in Washington DC from the 3rd to the 5th of April.
My flight is through *** Airlines departing on the 31st of March and returning in the 5th of April.
I would like to file a formal complaint to receive a refund and/or credit.
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 purchased air lines tickets for my family to travel to London on 12/5/19 before any COVID-19 anything, I also purchased the insurance that Expedia recommended. After the President announced a travel ban I called was told "if you want to cancel due to COVID its not a problem just file a claim with insurance and call us back with the claim number" so we waited a couple days hoping we could still go on our trip, on 3/15 we realized it just wasnt going to happen with a travel ban and more cases everyday so I filed a claim with insurance, travel guard #***, I then attempt to call Expedia but the automated system prompt me to cancel on line and someone would be intouch so thats what I did. As of 3/18 afternoon I still had not heard from anyone so I checked on line and my flight was NOT cancelled so I called a total of 6 calls and on hold for over 12 hours total because I kept getting disconnected or hung up on, I finally got through on 3/19 at 12noon and was told "*** Airline is only issuing vouchers good through 12/31/20, if I cancel your flight you must take the voucher". I explained over and over that we purchased insurance, I have a claim number and I need the flight cancelled so it doesnt look like I just didnt show up. He placed me on hold for 2min then stated he asked supervisor who stated "nothing we can do" so I again tried to explain if I hang up and call insurance back they will tell me to call Expedia and it took me 18 hours to get through the first time, he said he could not help me but would transfer me to supervisor, I was on hold again to speak to supervisor 2hours then was disconnected, My flight is scheduled to leave in 8 hours. I feel like they are just stringing me along until I miss my flight time and or trying to frustrate me to the point I quit, He spoke to his supervisor in 2 min early in our call now 2 hours on hold and again disconnected.
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 booked a flight through Expedia, and now I am trying to get a refund because of the current virus. But I have bin unable to reach anyone at Expedia, bin on hold over 2 hours just to get disconnected, call multiple times and get told that there system is down, I called the airline directly an they are quick to answer but are unable to help me, because I booked through Expedia. I hope I will be able
To get a 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
We have been in contact with Expedia.com since Monday 3/16, in an attempt to cancel our travel starting 3/19. We have been on hold for over 10-12 hours on 4 separate days. We have talked to customer service 4 times total. We are told by Expedia that they are unable to contact our hotel (***, Bahamas) to determine if we can get a refund. Meanwhile we have easily contacted the hotel on 3 separate occasions. The hotel is unable to refund us directly (has to go thru Expedia), but are happy to cancel even at late notice. They also inform us that they have received no money from Expedia, and would not expect to receive money even if we cancel on the day of arrival. We are looking for our $4000 refund, which Expedia is apparently holding.
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
All my travel plans have been changed due to Canada informing us not to do any cruises. My air and hoitel was booked through Expedia. Despite 2 weeks of constant attempts to reach Expedia by telephone, I receive persistent cut-off of call, My hotel was cancelled through the on-line process, but an excessive amount - (full charge for 4 nights £647) was taken as "cancellation fee. My complaint is punitative charges, i/e. NO REFUNDS is taking place, plus zero customer contact possible. IMPOSSIBLE COMPANY TO DEAL WITH, VERY POOR BUSINESS PRACTICE.
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
The instructions per email say to call. You cannot call, I waited on the line for over an hour multiple times on multiple days. Online sends you in a loop. The virtual agent sends you in a loop. Either refund my total or send a voucher to my email.
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