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
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 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.
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 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.
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 scheduled and paid for two round trip flights to Florida for my vacation. When the virus hit I noticed that *** is cancelling domestic, non essential travel and I attempted to cancel my flights. They cancelled them with the stipulation that I only receive an airline credit and must use the credit within the year. I will not have anymore vacation during this year as this was special trip.
I also paid for the insurance to ensure that I could get a refund should something happen. At this point, not only do I not have a monetary refund, Expedia and *** refuse all calls.
Expedia.com Response
• Mar 30, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number *** regarding a
flight reservation. Our records indicate/reflect a
round-trip cancelled flight from Portland (***) to Tampa (***) departing April
11, 2020, and returning April 17, 2020. We understand *** is requesting a refund for $706.78.The flight reservation was booked as a “Basic Economy” that
does not allow for a refund or any changes to be admitted. *** however is
allowing changes to be made. New
travel must originate on/before December 31, 2020. New travel must be re-booked
no later than December 21, 2020. Expedia regrets to inform that we
are unable to provide a refund as *** does not allow for refunds regarding
these flights. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because: I paid extra for insurance to ensure that this flight could be canceled with refund. The corona virus epidemic is the only reason I had to cancel and this caused a hardship on my family. I will be reporting Expedia and *** to the government for taking advantage of an American citizen in the face of a national emergency.
Sincerely
Expedia.com Response
• Apr 07, 2020
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We regret to hear Mr. did not accept
our response and/or resolution offered.
We have reviewed the information *** provided
to further address his concerns. We understand the refund of $706.78 is what
the customer is seeking, however *** is not allowing refunds for these
tickets at this time. The policies of the tickets have changed, and now the airlines
are allowing future travel up to April 27,2021. The tickets must be reissued/re-booked
by this date, and travel must originate from this date as well. Fare difference,
if any will be collected at the time of re-booking.
Since the “Flight Cancellation Plan” will not be utilized due to
the cancelled flights, Expedia has processed a refund in the amount of $46.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 07, 2020
Complaint: ***
I am rejecting this response because: This is UNACCEPTABLE. If a consumer cannot trust you to honor your commitment, why would they use your services? I do not care that *** has changed their policy. I purchased my tickets prior to any changes, and I would not have purchased them if I had been told that, even with cancellation insurance, you can simply change your policy after you receive my money. I have already reported you to my credit card company, and you can bet I will not stop there. There are resources for consumers and you can bet I will use every weapon at my disposal. Taking advantage of consumers during a crisis is absolutely appalling. Get some integrity while your at it!
I have been trying to use the online chat which tells me all agents are currently assisting others or to call the number to cancel my flight. When I call to cancel I get a message that says due to technical difficulties cannot answer or high wait time and during my wait I get hung up on!!!! This is an international flight I’ve been trying to cancel due to Coronavirus and also due to fever and cough and unable to travel for both reasons. Keep trying to cancel flights but 2/3 have already departed. This should be illegal to not answer the phone! When I call *** airlines they say I need to speak to Expedia directly.
Expedia.com Response
• Mar 29, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I AM TOTALLY PISSED! THIS WAS THE FIRST TIME ME AND MY DAUGHTERS WENT TO CALIFORNIA ON LAST SATURDAY! SO I WAS TALKING TO FAMILY MEMBERS ABOUT THE EVENT OF HAVING A GREAT TIME! SO WE WENT TO VARIOUS HOTELS LISTING AND CAME ACROSS EXPEDIA! SO IT SAID SOMETHING ABOUT IF I PUT MY CREDIT CARD IN I CAN GET BETTER DISCOUNTS!!! SO I WAS GAIN UNTIL, EXPEDIA CHARGED MY CARD WITHOUT MY PERMISSION!!! I WAS ONLY SEARCHING FOR DISCOUNTS!!! THATS IT!!!! YOU GUYS/EXPEDIA ACTUALLY SCAMED ME OUT OF $405.16!!! AND I NEVER STAYED AT ANY HOTELS WITH EXPEDIA!!!! THEN I CALLED TO TELL EXPEDIA THAT MY YOU GUYS CHARGED CARD!!! AND I CALLED ABOUT 100 TIMES AND WAS HUNG UP ON ABOUT 15 TIMES!!! I WAS ON HOLD FOR HOURS, THEN I HAD TO PRESS (3) TO SPEAK/CANCEL TO SOMEONE!!! THIS OS HIGHWAY ROBBERY!! I MEAN COME ON! THEN I WENT RIGHT BACK TO THE WEBSITE AND THEN I SEEN THAT EXPEDIA...BOOKED ME A HOTEL!!! I CALLED THE HOTEL AND *** SAID, THAT THEY SEEN IT, BUT THEY CANCELLED IT!!! THEY APOLOGIZED TO ME OVER AND OVER AGAIN!! AND TOLD ME TO CALL EXPEDIA AND I KEPT CALLING...THEN I WAS HUNG UP ON CONSTANTLY BY SUPPERVISORS! I SPOKE WOTH SARAH, KEN AND HANNIBAL!! THEY ASKED IF THEY COULD CALL ME BACK IF THE PHONE WAS DISCONNECTED..I SAID YES!! THEY PUT ME ON HOLD!!! THEN HUNG UP!!!! THEN I HAD TO GO THROUGH THE SAME THING OVER AGAIN! I MEAN EXPEDIA SAID THAT THEY WILL HANDLE IT! WE WILL REFUND YOU AND WE APOLOGIZE AND SOON AS THEY SAID THAT!!! THEY HUNG UP AGAIN...SO THEN I HAD TO KEEP CALLING BACK TO BACK BECAUSE OF THE VOLUME OF CALLS THAT EXPEDIA HAD!! I WAS CALLING EVERY 15MIN TIL AND OPERATOR ANSWER WHICH IT DIDNT HAPPEN!!! YOU GUYS STOLE OVER $405..FROM ME!!! I WANT MY REFUND THAT WAS STOLEN! I MEAN HOW DO YOU TELL ME TO PUT MY CARD IN AND GET DISCOUNTS AND THEN SCAM ME, HANG UP THE PHONE.,,AND DONT HANDLE THIS! I WILL ALSO CONTACT FTC & FCC!! YOU-EXPEDIA SCAMMED ME SO BAD OF MY VACATION
Expedia.com Response
• Mar 31, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) package reservation. Our records indicate/reflect a package reservation
consisting of a hotel at *** for and a compact SUV at *** Car Rental with damage collision
protection for $405.19On March 14, 2020, *** or someone who has account access
booked itinerary ***. Connor from the hotel was contacted and confirmed two itineraries, both
were no-showed but our records show the hotel collect booking for itinerary *** was not
charged to ***. *** advised that a refund will not be possible for the
other. Expedia will be refunding the $405.19
as we did see console errors at the time of booking. *** can expect the
refund to take 3-7 business days or up to two billing cycles depending on the financial
institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
I've booked flight and hotel through Expedia to visit Egypt. The flight from San Francisco on March 13, returning on March 22, via Istanbul (Turkey). Itinerary ***, flight portion cost $1397.15 both ways.
On 3/16 I've got a message from embassy that government of Egypt suspends all air travel starting at 12pm March 19 until March 31.
This would imply my return tickets being unusable and I had to change them. I immediately tried to contact Expedia, and spent 2 hours on waitline with Expedia support, no success. There were no online options to chat, cancel or reschedule my flight, and phone line was not responsive. *** Airlines declined to do anything, because they only help if you book flight with the airline directly. This was booked through Expedia, so only Expedia can deal with flight changes. Expedia failed to do that, because they failed to respond my phone calls.
As a result, I had to buy separate return tickets. These were the cheapest options I could find, that didn't throw an error when I tried to book them:
1. Land transportation from Sharm El Sheikh (Egypt) to Cairo (Egypt). $240, paid in cash to the driver.
2. ***, flight from Cairo (Egypt) to Abu Dhabi (***). Flight on Wednesday March 18, 1:45pm, arriving 6:55pm same day. Booking number *** Cost: $768.74. Note: the same flight would have been $400 more expensive if I booked it through Expedia, so I used *** instead.
3. Expedia, flight from Abu Dhabi (***) to San Francisco *** via *** Flight on Thursday, March 19, 8:45am, arriving March 19, 7:29pm to SFO. Itinerary number ***. Cost: $1207.78
Total cost: $240 + $768.74 + $1207.78 = $2216.52
This amount ($2216.52) is what I had to pay in order to compensate Expedia's inability to correct my return flight.
By the way, still can't cancel original flight, because I can't reach Expedia phone. Just tried multiple times, and was disconnected, even without a wait line.
Expedia.com Response
• Apr 07, 2020
April 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of his out of pocket cost to get a return flight since he could not get through to Expedia.
Our records indicate on October 17, 2019, Mr. or an authorized user of the account self-booked one round trip flight on Etihad Airways departing March 13, 2020 from San Francisco, CA, USA to Sharm El Sheikh, Egypt and returning on March 22, 2020, via ***.
We can confirm there are no notes or calls documented on the Expedia account pertaining to the itinerary in question.After further review on April 7, 2020 , Expedia was not able to verify any notes or calls made in regards to the account. Expedia contacted *** Airlines and they advised the return flight was cancelled and could be refunded. *** Airlines has turned off their refund portal due to the enormous amount of refund request caused by COVID19. The refund option will have to be revisited in 30 business days once *** Airline reopens the refund portal. The customer was sent an email under separate cover asking for a receipt from ***. Mr. was advised that Expedia will only consider charges that he has receipts for. Mr. was advised that *** Airline has a block on their refund portal and Expedia has to revisit submitting the refund to them in 30 days. Mr. was also advised the return flight could be refunded and would possibly be a refund of $698 or less.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Please readdress this matter in 30 days, by that time *** Airline refund portal should has been reopened. Before we will consider a refund we need to know exactly what *** Airline is refunding so that an over refund is not issued.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I paid over $1600 to Expedia.com for a round-trip flight plus rental car for my three sons and I. The departure was supposed to take place around 5am on June 14th, 2020, and returning on June 21st, 2020. The airline is *** Airlines. I have tried non stop to try contacting Expedia by phone and online, but the are practicing very deceptive tactics by absolutely refusing to have any of their people answer my calls. You see, *** Airlines, who answers their phone like every other business, told me that since that flight we booked no longer exists, that Expedia must refund all of my money. I understand that we're all dealing with a lot right now, but it's absolutely unforgivable that Expedia refuses to even answer the phone or reply to my email requesting a refund and canceling my upcoming trip to Myrtle beach in June that *** Airlines said Expedia must do since that original flight I selected no longer exists. I have tried calling hundreds of times, and have remained on hold for over and hour too many times to count only for them to hang up on me. Plus, one message they say on the phone is that you can cancel your trip on Expedia.com, but they're not replying to my online request either. I simply want all of my money back immediately!!!!
Expedia.com Response
• Mar 31, 2020
Expedia contacted *** and provided information regarding the refund requested.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because:
When Expedia called me today, they said it can take up to 2 months to refund my money. That is way too long. It's already been weeks since I first tried to get my refund. I want this complaint to remain open until I have my refund.
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show on January 29, 2020, Mr. or an authorized user of the Expedia account self-booked a package on Expedia’s Mobile website under itinerary ***. Travel was with *** Airlines, traveling from Cleveland, Ohio to North Myrtle Beach, NC departing on June 14, 2020 and returning on June 21, 2020. The package includes a car rental with a pick-up at, *** in Myrtle Beach, NC on June 14, 2020 and a drop off on June 21, 2020, for a total of $1665. 46. We understand Mr., is requesting that Expedia expedite the *** Airlines refund.On March 14, 2020, Mr. or an authorized Expedia account user cancelled the,“ ***”, from our website based on a change of plans. Therefore, a refund of $361.90, was processed back to the customers original form of payment. However, the time it takes for Mr. to receive the refund depends upon our current delays in processing, generally taking up to 30 days. Our research shows, on March 31, 2020, *** Airlines issued a schedule change to Mr. original flight. As, Mr. did not accept the airline-initiated change, *** Airlines authorized Expedia to cancel/process a full refund. We then informed Mr. by phone that, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of our providers. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card). Furthermore, the airlines average refund time frame, is up to two billing cycles. From time to time and for a variety of reasons airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states:Terms of Use:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. With Coronavirus (COVID-19) continuing to impact travel around the world, our teams are handling an unprecedented number of requests, which means refunds are taking longer than normal. Thank you for your patience as we work to take care of our travelers as quickly as possible!Refund timelines:If Expedia charged the customer, then a refund could take up to 30 days to process. (Mr. may see our brand name listed on his credit card statement.)If the hotel, airline, or car agency processed the charge, they’ll determine the refund timeline. If Mr. is unable to accept *** Airlines refund timeframe, Mr. may contact *** Airlines directly at the following number, 1 800-433-7300.While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia cannot honor Mr.’s request.we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***
Corporate Correspondence Team
Customer Response
• Apr 08, 2020
Complaint: ***
Your research is wrong. *** Airlines told me that flight was canceled early in March, not on the 31st of March. They're the ones who told me that Expedia had to give the refund. I'm tired of this back and forth nonsense, and I just want my refund. You deal with *** Airlines, so please contact then to expedite my refund. When I talked to then, they said I must go through Expedia. I've been dealing with this for over a month now.
I am rejecting this response because:
I booked a trip through Expedia in early January and purchased insurance. Due to the coronavirus, I am no longer able to take my trip, as the U.S.-Mexico border is now closed for non-essential traveling. After tirelessly calling Expedia over the past few days, I finally got a hold of them today (a day before my trip and after waiting over 4 hours). The first employee I came into contact with did not offer much help and, therefore, I requested to speak to a supervisor. Once again, I was put on hold for over an hour; I was assisted by an incredibly rude and dismissive supervisor. I am under an extremely unprecedented circumstance, due to working at a hospital where I am considered an essential worker, in addition to having confirmed cases, including a fellow coworker. While I tried to explain my situation, the supervisor continued to neglect the fact that I purchased insurance and that airlines are offering refunds (e.g. ***). She failed to offer me a viable solution, and I asked to speak with a manager. I was then placed on hold and, suspiciously, my calls were continuously being dropped. I proceeded to try and get a hold of them again and my calls kept being dropped. I understand that currently Expedia is experiencing a high volume of calls; however, my flight is tomorrow and I cannot afford to waste any more time. It is critical for me to resolve this issue, before my flight tomorrow, yet the staff of Expedia seemed to completely disregard my concerns. I cannot afford to lose the money I spent on this flight and Expedia denied a refund, even though I had insurance and my airlines approved of the cancellation. I offered to provide proof through email, fax, mail, etc. in order to ensure the company that I had valid proof of no longer being able to travel, they dismissed this. They tried to claim that NO airlines were offering refunds, when this is not true as multiple people have posted on the Expedia *** that this is possible, as well as airlines.
Expedia.com Response
• Mar 29, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Due to the COVID-19 pandemic, I have been attempting to re-schedule my travel. I have attempted fifteen phone calls to Expedia customer service. Nine of those calls were answered by an automated system explaining they were experiencing technical difficulties. Six phone calls were completed to Expedia customer service, but all six were randomly disconnected -- each after sixty to one hundred minutes of wait time each. I cannot contact customer service chat as the automated system ROUTINELY tells me all agents are busy. The one time I did get an agent through the online chat (Jose), another agent randomly entered the same chat and when the second agent dropped out the first agent was unable to read my messages -- resulting in a disconnection of the chat. I completely understand Expedia's resources are stretched. But, I need to have my own situation remedied. The airline is willing to re-schedule (I've spoken with them). The non-refundable hotel is willing to re-schedule (I've spoken with them, too). Neither can take action by talking directly to me -- they need contact from Expedia. I cannot initiate this contact through Expedia as I cannot get in touch with Expedia despite hours and hours of attempts.
Customer Response
• Mar 23, 2020
Please consider this complaint resolved. After a 3-hour-and-40-minute wait, I did reach a customer service rep last night. The wait is understandable under the circumstances. The rep, and his supervisor, were incredibly helpful. Expedia's tech-infrastructure has been poor during this crisis. Their staff have been polite, kind, and helpful. I am satisfied and wish to consider the complaint resolved.
I've been trying for over 2 weeks now to try and talk to someone other than an automated machine.
Tried forms and emails. They explain in the email cancels are impossible to do over the phone and call 1800 number but they keep saying wait times are long... and than within 7 days it says it recognizes my phone number now that my intinerary is supposed to leave within 7 days.. than it hangs up on me.
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
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.
Booked a flight for April 14, 2020. Due to unforeseen circumstances, wanted to cancel but got no response. Not safe to travel with the corornavirus lurking. I have asthma and did not want to risk traveling at this time.
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
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 reserved a hotel room in Milwaukee for a show that was canceled because of COVID19. I called the hotel, they said I had to contact Expedia. I called Expedia prior to the checkin time. They said they were doing updates to the system and to call back in 4 hours. I called the next day, it said they were experiencing technical difficulties. I tried online chat they said I had to talk to an agent. I didn't even want to cancel, just to change the date. They have no contacted me. I just saw a report that they added more services and that more can be done via chat. Went back there, still no help. Click contact agent it says they are busy. Completely unprofessional, and wasting hours of my time for something so simple as changing the date.
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
Hello,
When I clicked on it to respond the other day on my phone, it did not allow me to type therefore I thought that I was just supposed to send accept or reject.
As much of a sad story that they are trying to portray here, the bottom line is they are not "ramping" up efforts. They have NOT made any changes online either. I wish I could just go online and change the date to the new date. That is NOT too much to ask. Yet, I cannot do that. I am not even asking for money back. They have not even allowed that those in the chat could change my reservation. They have made 0 strides towards fixing this, just a lot of words. This is not the first time, or the second time, but the third time I have had this customer service issue with Expedia. The other times were not during this type of crisis so now again they just like to say sorry, but have NOT taken any real action. The only reason I even used them again was because I accrued points that I didn't want to go to waste.
Also, I called the hotel the day the event was canceled (Before check-in time), they said they would do it, but they cant because its an Expedia order. Therefore all the extra nonsense they put in their response about they have to follow the rules of partners does not apply here. They couldn't even send an actual response, but a long winded, generic response. So therefore, I do not accept their reasoning, because it is not true. They have not made any changes. They say they have, but they have not.
Expedia.com Response
• Apr 01, 2020
April 1, 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 Dr. *** (Revdex.com case number
***) regarding her hotel reservation.Our records indicate that on February 16,
2020, Dr. ***, or
an authorized user of the Expedia account, self-booked a stand-alone, non-refundable
hotel reservation for two travelers, using Expedia’s website, under itinerary ***
The hotel stay was at *** Hotel, located in Milwaukee, WI, check-in on March 13, 2020, and check-out on March
14, 2020.Upon receipt on this complaint, I contacted ***
*** Hotel, on Dr. ***’s behalf, and spoke to an agent in Reservations,
who advised that since they are temporary closed and unsure on when they will
be able to take reservations again, the best option is to issue a refund.Expedia regrets Dr. ***’s experience
when contacting Expedia’s customer service center was not as we would have
hoped. On April 1, 2020, Expedia processed a refund for
the hotel reservation, $82.34 will go back to Dr. ***’s original form of payment and 15394 Expedia points
will go back to her Expedia account. 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 01, 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 trying to contact Expedia by phone and through the virtual chat service since March 12, 2020. I have still not been fortunate enough to get through to someone. All the phone lines that I call, go directly to an automated message then hangs up on me. When I try to go through the agent chat service, it is constant automated service starting over and over. I am owed a refund for my hotel in Washington DC for March 27-29th and have already contacted *** in which they say I am owed a refund but Expedia needs to process it since they are a third party company. No one is getting back to me about my travel that is in 7 days, and I am still unsuccessful in getting through on the phone with someone at Expedia to process my refund die to COVID-19 that is quickly spreading.
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
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.
Today on 3/19 the United States issued a Level 4 do not travel advisory. Directly from the US Travel site, "If you choose to travel internationally, your travel plans may be severely disrupted, and you may be forced to remain outside of the United States for an indefinite timeframe." Link here is provided.
https://travel.state.gov/content/travel/en/traveladvisories/ea/travel-advisory-a...⇄ />
Therefore I am trying to cancel my booking entirely for the reason that I am not going to risk getting stuck in Mexico. If the United States is saying not to travel, I am not willing to take a risk and get stuck in another country, thus why I should be able to get my refund entirely. I have been on the phone/hold for over an hour and can not get a hold of a customer service rep. I waited until over 1 day as directed by Expedia to see if I would still be able to travel and ultimately resulted in my spouse and I not being able to. I understand Expedia is probably getting bombarded with questions and complaints but I tried doing the right thing and waiting as directed but now I can not get in contact and will not lose out on my money. Please advise.
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 am not able to cancel through their website. I need to be refunded in full as travel plans were affected by the corona virus and it was impossible for me to travel. Should I have traveled there would have been a risk of not being allowed back into the country due to the virus. See attached images of me trying to call with no response and the image of from the government.
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear ***,Thank you for contacting Expedia and
allowing us to address your concerns. We understand you are requesting a full
refund of itineraries ***, ***, and ***, due
to COVID-19. We reviewed your flights with *** and
*** Airlines, under itinerary ***. Please note, you booked a
nonrefundable combined one way fare round trip, which means that your outbound
flight with *** Airlines and returning flight with *** Airlines have
different policies and are not interconnected. *** Airlines suspended your outbound
flight and issued a full refund of $383.12 back to the original form of
payment, it may take up to eight weeks for the refund to process. Due to the nonrefundable policy of your
returning flight, *** Airlines issued a credit in the amount of $252.30.
Per the airline’s travel advisory due to COVID-19, *** Airlines will waive
the change fees as long as you book and commence a new flight by December 31,
2020. When you’re ready to book new travel, call Expedia to use your credit. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking you accepted Expedia’s Terms of Use, which
expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.Regarding your hotel and shuttle
reservations, we attempted to contact the vendors to request a refund on your
behalf, but weren’t able to reach anyone. As a courtesy, we have issued a full
refund of both the hotel booking in the amount of $599.97 and the shuttle
service in the amount of $34.20 on our end back to the original form of
payment. It may take up to 30 business days for the refund to process,
depending on your financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• Apr 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.
I have been trying to contact them since monday the 16th of march. Between my wife and I we have spent 20 to 25 hours on hold this week. I have tried contacting them through their website, social media, phone, their app. Every way they say to and nothing. I have a reservation in florida starting this coming Saturday the 21st of march. I work full time as a firefighter and having been deemed essential personnel I can no longer travel for spring break. I would like a refund for my hotel. I have contacted the hotel directly and there is nothing they can do since I booked through expedia.
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 28, 2020
Complaint: ***
I am rejecting this response because: I finally got a hold of someone on Friday March 20th. I was told that day that the hotel would refund my money. The person from Expedia that I spoke to said he would cancel the trip and email the hotel to begin the process. I heard nothing back within the 72 hours he told me it would take so I got a hold of someone again. They again told me it was in the process of being taken care of. I chatted with one of your people online yesterday and today received an email denying me a refund because I was a no show at the hotel. I was told by your people it would be canceled. I want a refund. I was told not to cancel and that they would do it. This is unacceptable. After being told one thing and for it to not happen because your people did not do as they said they would.
Sincerely
Expedia.com Response
• Apr 05, 2020
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel
reservation. Our records indicate that on March 7,
2020, the customer, or an authorized user of the Expedia account, self-booked a
Pay Now hotel reservation on Expedia’s website, under itinerary ***. The
reservation was made with ***, Panama City
Beach, FL, for March 21-26, 2020. We understand Mr. wasn’t able to use
his reservation due to COVID-19 and is requesting a full refund.Upon review, on March 21, 2020, Mr.
contacted Expedia, requesting our assistance with cancellation of the hotel
booking for a full refund due to COVID-19. Due to the hotel’s nonrefundable
policy, we contacted the property for a refund authorization and were instructed
to send the request via email address they provided. Due to not having received
a response from the hotel, we sent follow up emails on March 22, 2020 and March
23, 2020. On April 5, 2020, we received authorization of a refund from the
hotel. On April 5, 2020, Expedia issued a full refund of the hotel booking in
the amount of $964.53 back to the customer’s original form of payment. It may
take up to two billing cycles for the refund to process, depending on the
customer’s financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate Correspondence Team
Customer Response
• Apr 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Trip had to be canceled due to covid 19 and *** closing we could not keep our reservations and I asked for either a refund or new date or credit for when we are able to travel again due to our room being non refundable my request was denied unfortunately this was an unforeseen act out of my control
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
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
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 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
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 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
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 scheduled and paid for two round trip flights to Florida for my vacation. When the virus hit I noticed that *** is cancelling domestic, non essential travel and I attempted to cancel my flights. They cancelled them with the stipulation that I only receive an airline credit and must use the credit within the year. I will not have anymore vacation during this year as this was special trip.
I also paid for the insurance to ensure that I could get a refund should something happen. At this point, not only do I not have a monetary refund, Expedia and *** refuse all calls.
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number *** regarding a
flight reservation. Our records indicate/reflect a
round-trip cancelled flight from Portland (***) to Tampa (***) departing April
11, 2020, and returning April 17, 2020. We understand *** is requesting a refund for $706.78.The flight reservation was booked as a “Basic Economy” that
does not allow for a refund or any changes to be admitted. *** however is
allowing changes to be made. New
travel must originate on/before December 31, 2020. New travel must be re-booked
no later than December 21, 2020. Expedia regrets to inform that we
are unable to provide a refund as *** does not allow for refunds regarding
these flights. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I paid extra for insurance to ensure that this flight could be canceled with refund. The corona virus epidemic is the only reason I had to cancel and this caused a hardship on my family. I will be reporting Expedia and *** to the government for taking advantage of an American citizen in the face of a national emergency.
Sincerely
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We regret to hear Mr. did not accept
our response and/or resolution offered.
We have reviewed the information *** provided
to further address his concerns. We understand the refund of $706.78 is what
the customer is seeking, however *** is not allowing refunds for these
tickets at this time. The policies of the tickets have changed, and now the airlines
are allowing future travel up to April 27,2021. The tickets must be reissued/re-booked
by this date, and travel must originate from this date as well. Fare difference,
if any will be collected at the time of re-booking.
Since the “Flight Cancellation Plan” will not be utilized due to
the cancelled flights, Expedia has processed a refund in the amount of $46.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: This is UNACCEPTABLE. If a consumer cannot trust you to honor your commitment, why would they use your services? I do not care that *** has changed their policy. I purchased my tickets prior to any changes, and I would not have purchased them if I had been told that, even with cancellation insurance, you can simply change your policy after you receive my money. I have already reported you to my credit card company, and you can bet I will not stop there. There are resources for consumers and you can bet I will use every weapon at my disposal. Taking advantage of consumers during a crisis is absolutely appalling. Get some integrity while your at it!
Sincerely
I have been trying to use the online chat which tells me all agents are currently assisting others or to call the number to cancel my flight. When I call to cancel I get a message that says due to technical difficulties cannot answer or high wait time and during my wait I get hung up on!!!! This is an international flight I’ve been trying to cancel due to Coronavirus and also due to fever and cough and unable to travel for both reasons. Keep trying to cancel flights but 2/3 have already departed. This should be illegal to not answer the phone! When I call *** airlines they say I need to speak to Expedia directly.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I AM TOTALLY PISSED! THIS WAS THE FIRST TIME ME AND MY DAUGHTERS WENT TO CALIFORNIA ON LAST SATURDAY! SO I WAS TALKING TO FAMILY MEMBERS ABOUT THE EVENT OF HAVING A GREAT TIME! SO WE WENT TO VARIOUS HOTELS LISTING AND CAME ACROSS EXPEDIA! SO IT SAID SOMETHING ABOUT IF I PUT MY CREDIT CARD IN I CAN GET BETTER DISCOUNTS!!! SO I WAS GAIN UNTIL, EXPEDIA CHARGED MY CARD WITHOUT MY PERMISSION!!! I WAS ONLY SEARCHING FOR DISCOUNTS!!! THATS IT!!!! YOU GUYS/EXPEDIA ACTUALLY SCAMED ME OUT OF $405.16!!! AND I NEVER STAYED AT ANY HOTELS WITH EXPEDIA!!!! THEN I CALLED TO TELL EXPEDIA THAT MY YOU GUYS CHARGED CARD!!! AND I CALLED ABOUT 100 TIMES AND WAS HUNG UP ON ABOUT 15 TIMES!!! I WAS ON HOLD FOR HOURS, THEN I HAD TO PRESS (3) TO SPEAK/CANCEL TO SOMEONE!!! THIS OS HIGHWAY ROBBERY!! I MEAN COME ON! THEN I WENT RIGHT BACK TO THE WEBSITE AND THEN I SEEN THAT EXPEDIA...BOOKED ME A HOTEL!!! I CALLED THE HOTEL AND *** SAID, THAT THEY SEEN IT, BUT THEY CANCELLED IT!!! THEY APOLOGIZED TO ME OVER AND OVER AGAIN!! AND TOLD ME TO CALL EXPEDIA AND I KEPT CALLING...THEN I WAS HUNG UP ON CONSTANTLY BY SUPPERVISORS! I SPOKE WOTH SARAH, KEN AND HANNIBAL!! THEY ASKED IF THEY COULD CALL ME BACK IF THE PHONE WAS DISCONNECTED..I SAID YES!! THEY PUT ME ON HOLD!!! THEN HUNG UP!!!! THEN I HAD TO GO THROUGH THE SAME THING OVER AGAIN! I MEAN EXPEDIA SAID THAT THEY WILL HANDLE IT! WE WILL REFUND YOU AND WE APOLOGIZE AND SOON AS THEY SAID THAT!!! THEY HUNG UP AGAIN...SO THEN I HAD TO KEEP CALLING BACK TO BACK BECAUSE OF THE VOLUME OF CALLS THAT EXPEDIA HAD!! I WAS CALLING EVERY 15MIN TIL AND OPERATOR ANSWER WHICH IT DIDNT HAPPEN!!! YOU GUYS STOLE OVER $405..FROM ME!!! I WANT MY REFUND THAT WAS STOLEN! I MEAN HOW DO YOU TELL ME TO PUT MY CARD IN AND GET DISCOUNTS AND THEN SCAM ME, HANG UP THE PHONE.,,AND DONT HANDLE THIS! I WILL ALSO CONTACT FTC & FCC!! YOU-EXPEDIA SCAMMED ME SO BAD OF MY VACATION
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com
case number ***) package reservation. Our records indicate/reflect a package reservation
consisting of a hotel at *** for and a compact SUV at *** Car Rental with damage collision
protection for $405.19On March 14, 2020, *** or someone who has account access
booked itinerary ***. Connor from the hotel was contacted and confirmed two itineraries, both
were no-showed but our records show the hotel collect booking for itinerary *** was not
charged to ***. *** advised that a refund will not be possible for the
other. Expedia will be refunding the $405.19
as we did see console errors at the time of booking. *** can expect the
refund to take 3-7 business days or up to two billing cycles depending on the financial
institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
I've booked flight and hotel through Expedia to visit Egypt. The flight from San Francisco on March 13, returning on March 22, via Istanbul (Turkey). Itinerary ***, flight portion cost $1397.15 both ways.
On 3/16 I've got a message from embassy that government of Egypt suspends all air travel starting at 12pm March 19 until March 31.
This would imply my return tickets being unusable and I had to change them. I immediately tried to contact Expedia, and spent 2 hours on waitline with Expedia support, no success. There were no online options to chat, cancel or reschedule my flight, and phone line was not responsive. *** Airlines declined to do anything, because they only help if you book flight with the airline directly. This was booked through Expedia, so only Expedia can deal with flight changes. Expedia failed to do that, because they failed to respond my phone calls.
As a result, I had to buy separate return tickets. These were the cheapest options I could find, that didn't throw an error when I tried to book them:
1. Land transportation from Sharm El Sheikh (Egypt) to Cairo (Egypt). $240, paid in cash to the driver.
2. ***, flight from Cairo (Egypt) to Abu Dhabi (***). Flight on Wednesday March 18, 1:45pm, arriving 6:55pm same day. Booking number *** Cost: $768.74. Note: the same flight would have been $400 more expensive if I booked it through Expedia, so I used *** instead.
3. Expedia, flight from Abu Dhabi (***) to San Francisco *** via *** Flight on Thursday, March 19, 8:45am, arriving March 19, 7:29pm to SFO. Itinerary number ***. Cost: $1207.78
Total cost: $240 + $768.74 + $1207.78 = $2216.52
This amount ($2216.52) is what I had to pay in order to compensate Expedia's inability to correct my return flight.
By the way, still can't cancel original flight, because I can't reach Expedia phone. Just tried multiple times, and was disconnected, even without a wait line.
April 7, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund of his out of pocket cost to get a return flight since he could not get through to Expedia.
Our records indicate on October 17, 2019, Mr. or an authorized user of the account self-booked one round trip flight on Etihad Airways departing March 13, 2020 from San Francisco, CA, USA to Sharm El Sheikh, Egypt and returning on March 22, 2020, via ***.
We can confirm there are no notes or calls documented on the Expedia account pertaining to the itinerary in question.After further review on April 7, 2020 , Expedia was not able to verify any notes or calls made in regards to the account. Expedia contacted *** Airlines and they advised the return flight was cancelled and could be refunded. *** Airlines has turned off their refund portal due to the enormous amount of refund request caused by COVID19. The refund option will have to be revisited in 30 business days once *** Airline reopens the refund portal. The customer was sent an email under separate cover asking for a receipt from ***. Mr. was advised that Expedia will only consider charges that he has receipts for. Mr. was advised that *** Airline has a block on their refund portal and Expedia has to revisit submitting the refund to them in 30 days. Mr. was also advised the return flight could be refunded and would possibly be a refund of $698 or less.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Please readdress this matter in 30 days, by that time *** Airline refund portal should has been reopened. Before we will consider a refund we need to know exactly what *** Airline is refunding so that an over refund is not issued.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
I paid over $1600 to Expedia.com for a round-trip flight plus rental car for my three sons and I. The departure was supposed to take place around 5am on June 14th, 2020, and returning on June 21st, 2020. The airline is *** Airlines. I have tried non stop to try contacting Expedia by phone and online, but the are practicing very deceptive tactics by absolutely refusing to have any of their people answer my calls. You see, *** Airlines, who answers their phone like every other business, told me that since that flight we booked no longer exists, that Expedia must refund all of my money. I understand that we're all dealing with a lot right now, but it's absolutely unforgivable that Expedia refuses to even answer the phone or reply to my email requesting a refund and canceling my upcoming trip to Myrtle beach in June that *** Airlines said Expedia must do since that original flight I selected no longer exists. I have tried calling hundreds of times, and have remained on hold for over and hour too many times to count only for them to hang up on me. Plus, one message they say on the phone is that you can cancel your trip on Expedia.com, but they're not replying to my online request either. I simply want all of my money back immediately!!!!
Expedia contacted *** and provided information regarding the refund requested.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Complaint: ***
I am rejecting this response because:
When Expedia called me today, they said it can take up to 2 months to refund my money. That is way too long. It's already been weeks since I first tried to get my refund. I want this complaint to remain open until I have my refund.
Sincerely
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show on January 29, 2020, Mr. or an authorized user of the Expedia account self-booked a package on Expedia’s Mobile website under itinerary ***. Travel was with *** Airlines, traveling from Cleveland, Ohio to North Myrtle Beach, NC departing on June 14, 2020 and returning on June 21, 2020. The package includes a car rental with a pick-up at, *** in Myrtle Beach, NC on June 14, 2020 and a drop off on June 21, 2020, for a total of $1665. 46. We understand Mr., is requesting that Expedia expedite the *** Airlines refund.On March 14, 2020, Mr. or an authorized Expedia account user cancelled the,“ ***”, from our website based on a change of plans. Therefore, a refund of $361.90, was processed back to the customers original form of payment. However, the time it takes for Mr. to receive the refund depends upon our current delays in processing, generally taking up to 30 days. Our research shows, on March 31, 2020, *** Airlines issued a schedule change to Mr. original flight. As, Mr. did not accept the airline-initiated change, *** Airlines authorized Expedia to cancel/process a full refund. We then informed Mr. by phone that, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we are subject to the rules and restrictions of our providers. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card). Furthermore, the airlines average refund time frame, is up to two billing cycles. From time to time and for a variety of reasons airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states:Terms of Use:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. With Coronavirus (COVID-19) continuing to impact travel around the world, our teams are handling an unprecedented number of requests, which means refunds are taking longer than normal. Thank you for your patience as we work to take care of our travelers as quickly as possible!Refund timelines:If Expedia charged the customer, then a refund could take up to 30 days to process. (Mr. may see our brand name listed on his credit card statement.)If the hotel, airline, or car agency processed the charge, they’ll determine the refund timeline. If Mr. is unable to accept *** Airlines refund timeframe, Mr. may contact *** Airlines directly at the following number, 1 800-433-7300.While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia cannot honor Mr.’s request.we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***
Corporate Correspondence Team
Complaint: ***
Your research is wrong. *** Airlines told me that flight was canceled early in March, not on the 31st of March. They're the ones who told me that Expedia had to give the refund. I'm tired of this back and forth nonsense, and I just want my refund. You deal with *** Airlines, so please contact then to expedite my refund. When I talked to then, they said I must go through Expedia. I've been dealing with this for over a month now.
I am rejecting this response because:
Sincerely
I booked a trip through Expedia in early January and purchased insurance. Due to the coronavirus, I am no longer able to take my trip, as the U.S.-Mexico border is now closed for non-essential traveling. After tirelessly calling Expedia over the past few days, I finally got a hold of them today (a day before my trip and after waiting over 4 hours). The first employee I came into contact with did not offer much help and, therefore, I requested to speak to a supervisor. Once again, I was put on hold for over an hour; I was assisted by an incredibly rude and dismissive supervisor. I am under an extremely unprecedented circumstance, due to working at a hospital where I am considered an essential worker, in addition to having confirmed cases, including a fellow coworker. While I tried to explain my situation, the supervisor continued to neglect the fact that I purchased insurance and that airlines are offering refunds (e.g. ***). She failed to offer me a viable solution, and I asked to speak with a manager. I was then placed on hold and, suspiciously, my calls were continuously being dropped. I proceeded to try and get a hold of them again and my calls kept being dropped. I understand that currently Expedia is experiencing a high volume of calls; however, my flight is tomorrow and I cannot afford to waste any more time. It is critical for me to resolve this issue, before my flight tomorrow, yet the staff of Expedia seemed to completely disregard my concerns. I cannot afford to lose the money I spent on this flight and Expedia denied a refund, even though I had insurance and my airlines approved of the cancellation. I offered to provide proof through email, fax, mail, etc. in order to ensure the company that I had valid proof of no longer being able to travel, they dismissed this. They tried to claim that NO airlines were offering refunds, when this is not true as multiple people have posted on the Expedia *** that this is possible, as well as airlines.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
RE: itinerary # ***
Due to the COVID-19 pandemic, I have been attempting to re-schedule my travel. I have attempted fifteen phone calls to Expedia customer service. Nine of those calls were answered by an automated system explaining they were experiencing technical difficulties. Six phone calls were completed to Expedia customer service, but all six were randomly disconnected -- each after sixty to one hundred minutes of wait time each. I cannot contact customer service chat as the automated system ROUTINELY tells me all agents are busy. The one time I did get an agent through the online chat (Jose), another agent randomly entered the same chat and when the second agent dropped out the first agent was unable to read my messages -- resulting in a disconnection of the chat. I completely understand Expedia's resources are stretched. But, I need to have my own situation remedied. The airline is willing to re-schedule (I've spoken with them). The non-refundable hotel is willing to re-schedule (I've spoken with them, too). Neither can take action by talking directly to me -- they need contact from Expedia. I cannot initiate this contact through Expedia as I cannot get in touch with Expedia despite hours and hours of attempts.
Please consider this complaint resolved. After a 3-hour-and-40-minute wait, I did reach a customer service rep last night. The wait is understandable under the circumstances. The rep, and his supervisor, were incredibly helpful. Expedia's tech-infrastructure has been poor during this crisis. Their staff have been polite, kind, and helpful. I am satisfied and wish to consider the complaint resolved.
Thank you
I've been trying for over 2 weeks now to try and talk to someone other than an automated machine.
Tried forms and emails. They explain in the email cancels are impossible to do over the phone and call 1800 number but they keep saying wait times are long... and than within 7 days it says it recognizes my phone number now that my intinerary is supposed to leave within 7 days.. than it hangs up on me.
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
Booked a flight for April 14, 2020. Due to unforeseen circumstances, wanted to cancel but got no response. Not safe to travel with the corornavirus lurking. I have asthma and did not want to risk traveling at this time.
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
I reserved a hotel room in Milwaukee for a show that was canceled because of COVID19. I called the hotel, they said I had to contact Expedia. I called Expedia prior to the checkin time. They said they were doing updates to the system and to call back in 4 hours. I called the next day, it said they were experiencing technical difficulties. I tried online chat they said I had to talk to an agent. I didn't even want to cancel, just to change the date. They have no contacted me. I just saw a report that they added more services and that more can be done via chat. Went back there, still no help. Click contact agent it says they are busy. Completely unprofessional, and wasting hours of my time for something so simple as changing the date.
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
Hello,
When I clicked on it to respond the other day on my phone, it did not allow me to type therefore I thought that I was just supposed to send accept or reject.
As much of a sad story that they are trying to portray here, the bottom line is they are not "ramping" up efforts. They have NOT made any changes online either. I wish I could just go online and change the date to the new date. That is NOT too much to ask. Yet, I cannot do that. I am not even asking for money back. They have not even allowed that those in the chat could change my reservation. They have made 0 strides towards fixing this, just a lot of words. This is not the first time, or the second time, but the third time I have had this customer service issue with Expedia. The other times were not during this type of crisis so now again they just like to say sorry, but have NOT taken any real action. The only reason I even used them again was because I accrued points that I didn't want to go to waste.
Also, I called the hotel the day the event was canceled (Before check-in time), they said they would do it, but they cant because its an Expedia order. Therefore all the extra nonsense they put in their response about they have to follow the rules of partners does not apply here. They couldn't even send an actual response, but a long winded, generic response. So therefore, I do not accept their reasoning, because it is not true. They have not made any changes. They say they have, but they have not.
April 1, 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 Dr. *** (Revdex.com case number
***) regarding her hotel reservation.Our records indicate that on February 16,
2020, Dr. ***, or
an authorized user of the Expedia account, self-booked a stand-alone, non-refundable
hotel reservation for two travelers, using Expedia’s website, under itinerary ***
The hotel stay was at *** Hotel, located in Milwaukee, WI, check-in on March 13, 2020, and check-out on March
14, 2020.Upon receipt on this complaint, I contacted ***
*** Hotel, on Dr. ***’s behalf, and spoke to an agent in Reservations,
who advised that since they are temporary closed and unsure on when they will
be able to take reservations again, the best option is to issue a refund.Expedia regrets Dr. ***’s experience
when contacting Expedia’s customer service center was not as we would have
hoped. On April 1, 2020, Expedia processed a refund for
the hotel reservation, $82.34 will go back to Dr. ***’s original form of payment and 15394 Expedia points
will go back to her Expedia account. 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 trying to contact Expedia by phone and through the virtual chat service since March 12, 2020. I have still not been fortunate enough to get through to someone. All the phone lines that I call, go directly to an automated message then hangs up on me. When I try to go through the agent chat service, it is constant automated service starting over and over. I am owed a refund for my hotel in Washington DC for March 27-29th and have already contacted *** in which they say I am owed a refund but Expedia needs to process it since they are a third party company. No one is getting back to me about my travel that is in 7 days, and I am still unsuccessful in getting through on the phone with someone at Expedia to process my refund die to COVID-19 that is quickly spreading.
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
Today on 3/19 the United States issued a Level 4 do not travel advisory. Directly from the US Travel site, "If you choose to travel internationally, your travel plans may be severely disrupted, and you may be forced to remain outside of the United States for an indefinite timeframe." Link here is provided.
https://travel.state.gov/content/travel/en/traveladvisories/ea/travel-advisory-a...⇄ />
Therefore I am trying to cancel my booking entirely for the reason that I am not going to risk getting stuck in Mexico. If the United States is saying not to travel, I am not willing to take a risk and get stuck in another country, thus why I should be able to get my refund entirely. I have been on the phone/hold for over an hour and can not get a hold of a customer service rep. I waited until over 1 day as directed by Expedia to see if I would still be able to travel and ultimately resulted in my spouse and I not being able to. I understand Expedia is probably getting bombarded with questions and complaints but I tried doing the right thing and waiting as directed but now I can not get in contact and will not lose out on my money. Please advise.
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 am not able to cancel through their website. I need to be refunded in full as travel plans were affected by the corona virus and it was impossible for me to travel. Should I have traveled there would have been a risk of not being allowed back into the country due to the virus. See attached images of me trying to call with no response and the image of from the government.
Sincerely
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear ***,Thank you for contacting Expedia and
allowing us to address your concerns. We understand you are requesting a full
refund of itineraries ***, ***, and ***, due
to COVID-19. We reviewed your flights with *** and
*** Airlines, under itinerary ***. Please note, you booked a
nonrefundable combined one way fare round trip, which means that your outbound
flight with *** Airlines and returning flight with *** Airlines have
different policies and are not interconnected. *** Airlines suspended your outbound
flight and issued a full refund of $383.12 back to the original form of
payment, it may take up to eight weeks for the refund to process. Due to the nonrefundable policy of your
returning flight, *** Airlines issued a credit in the amount of $252.30.
Per the airline’s travel advisory due to COVID-19, *** Airlines will waive
the change fees as long as you book and commence a new flight by December 31,
2020. When you’re ready to book new travel, call Expedia to use your credit. Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines
and is subject to the rules and restrictions of those providers. We hope you
understand we must follow the terms and conditions as dictated by the vendors.
Additionally, at the time of booking you accepted Expedia’s Terms of Use, which
expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.Regarding your hotel and shuttle
reservations, we attempted to contact the vendors to request a refund on your
behalf, but weren’t able to reach anyone. As a courtesy, we have issued a full
refund of both the hotel booking in the amount of $599.97 and the shuttle
service in the amount of $34.20 on our end back to the original form of
payment. It may take up to 30 business days for the refund to process,
depending on your financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
I have been trying to contact them since monday the 16th of march. Between my wife and I we have spent 20 to 25 hours on hold this week. I have tried contacting them through their website, social media, phone, their app. Every way they say to and nothing. I have a reservation in florida starting this coming Saturday the 21st of march. I work full time as a firefighter and having been deemed essential personnel I can no longer travel for spring break. I would like a refund for my hotel. I have contacted the hotel directly and there is nothing they can do since I booked through expedia.
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 finally got a hold of someone on Friday March 20th. I was told that day that the hotel would refund my money. The person from Expedia that I spoke to said he would cancel the trip and email the hotel to begin the process. I heard nothing back within the 72 hours he told me it would take so I got a hold of someone again. They again told me it was in the process of being taken care of. I chatted with one of your people online yesterday and today received an email denying me a refund because I was a no show at the hotel. I was told by your people it would be canceled. I want a refund. I was told not to cancel and that they would do it. This is unacceptable. After being told one thing and for it to not happen because your people did not do as they said they would.
Sincerely
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel
reservation. Our records indicate that on March 7,
2020, the customer, or an authorized user of the Expedia account, self-booked a
Pay Now hotel reservation on Expedia’s website, under itinerary ***. The
reservation was made with ***, Panama City
Beach, FL, for March 21-26, 2020. We understand Mr. wasn’t able to use
his reservation due to COVID-19 and is requesting a full refund.Upon review, on March 21, 2020, Mr.
contacted Expedia, requesting our assistance with cancellation of the hotel
booking for a full refund due to COVID-19. Due to the hotel’s nonrefundable
policy, we contacted the property for a refund authorization and were instructed
to send the request via email address they provided. Due to not having received
a response from the hotel, we sent follow up emails on March 22, 2020 and March
23, 2020. On April 5, 2020, we received authorization of a refund from the
hotel. On April 5, 2020, Expedia issued a full refund of the hotel booking in
the amount of $964.53 back to the customer’s original form of payment. It may
take up to two billing cycles for the refund to process, depending on the
customer’s financial institution. We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,Gayana *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Trip had to be canceled due to covid 19 and *** closing we could not keep our reservations and I asked for either a refund or new date or credit for when we are able to travel again due to our room being non refundable my request was denied unfortunately this was an unforeseen act out of my control
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