I booked my vacation in January 2020 for April 2020.
I spent more than $5000 on vacation bundle hotel flights and transportation. I have been trying to contact Expedia for a month to ask for a full refund because I have chronic upper respiratory issues I cannot risk my heath to go on this trip with the world wide epidemic. Every time I get someone on the phone I get on hold for hours than hung up on because they claim they can’t help me only a elite department. I asked what’s a elite department they said. Department for existing customers and they only help new customers. This is very unprofessional. I tried to email asking for a refund but instead they canceled the trip and said no refunds. How unfair they have representatives for new customers and loyal customers get the no refunds get hung up treatment.
Expedia.com Response
• Apr 08, 2020
April 8, 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. request to provide refund or a credit or move date.Our records indicate on January 21, 2020, Ms. or an authorized user of the account self-booked four round trip flights on *** Airlines departing April 11, 2020 from Charlotte, NC, USA to Puerto Plata, Dominican Republic and returning on April 18, 2020 along with a seven night hotel stay at *** - All Inclusive and a ***, via ***
We can confirm on February 29, 2020, the customer called to cancel and our representative advised the reservation was non-refundable.
On March 18, 2020, there is a notation of on the account of hotel fraud but no details. There is no information on what the customer was calling about. The *** was cancelled and a refund was issued for $137.00.
On April 7, 2020, Expedia called *** Airlines and they advised the flight is fully refundable. They suggested that we submit the refund via the airline system or on ***.
After further review on April 8, 2020, Expedia cancelled the flight itinerary in the *** Airline record and submitted the record for a full refund. *** Airline advised the flight was fully refundable and should allow up to 30 days to see the refund on the card that was originally charged. Expedia verified the hotel was cancelled previously and it was non-refundable. The *** reservation was cancelled on March 18, 2020 and a refund of $137.00 was issued to the original card that was charged. The refund will appear on the card within 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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.s 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.
*** Airlines does not advise Expedia when the refund is issued, so you should watch your card account or check refund status on ***/refunds.
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 08, 2020
Complaint: ***
I am rejecting this response because: I never canceled I never spoke to a agent because my calls were never answered.
in an email I was asked about a dispute and I responded the coronavirus epidemic will not allow me to travel there for many reasons and what can I do because I tried to communicate with Expedia and could not get through. I got a response my hotel was canceled and I responded please do not cancel without a refund. They said they could not uncancel and no one called me.
I was able you communicate with the hotel in Dominican Republic and they did not receive Expedia payment to them and said tgey would refund but it’s Expedia who makes decisions.
I saw in Expedia website they are giving refunds to customers who booked travel this month that includes me why am I not getting my refund for the hotel? expedia is staying with hotel resort money this is unlawful this is not any ordinary time we are in a no travel crisis.
Sincerely
Expedia.com Response
• Apr 17, 2020
April 17, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms ***. We regret to hear Ms.s did not accept our response.
We are again responding to Ms.s complaint regarding the cancellation of her hotel reservation and 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. We have reviewed the details of the case since the last Revdex.com case and as of April 17, 2020, there has not been any additional information on the account. The airline refund was submitted via the airline system and is showing as being processed on the airline site, Expedia previously advised once COVID19 clears the customer may want to get back in contact with us regarding the hotel. The hotel is currently closed and the reservation was booked as non-refundable. Expedia does not issue refunds without authorization of the vendor.
Our vendors cancel flight reservations once the depart time has passed and our hotel vendors cancel hotel reservation was the check time has passed. Expedia does not have the option to undo a cancelled reservation when a vendor has cancelled it. If the reservation is cancelled it needs to be rebooked unless the vendor authorizes differently, rebooking would be based on whatever the current rates are.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 hotel was closed the whole time of my expected stay that should be an automatic refund. I was never asked do I want to cancel... Expedia canceled my reservation without asking if I wanted to cancel.
I got a ticket from Expedia and flight got canceled by ***. I called *** and they told me to contact Expedia to resolve the issue since Expedia sold a ticket to me. I have tried to call Expedia last 7 days day and night and no response. Also, I have tried to use Agent on the website which is useless. On the reservation details no options to cancel or change a flight. The most important thing that *** has canceled this flight a few days ago but on Expedia page staus is still active. Expedia did not even send a message that the flight is canceled. Details: Itinerary #***, Confirmation
*** (***), Tickets: *** and ***.
Expedia.com Response
• Apr 08, 2020
April 8, 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 cancelling or exchanging tickets. We understand that Mr. is requesting an Expedia representative to call him right away.Our records indicate on July 3, 2020, Mr. *** or an authorized user of the account self-booked two round trip flights on *** departing October 9, 2019 from Minsk, Belarus to San Francisco, CA, USA returning on March 17, 2020, via ***.
We can confirm on March 27, 2020, that the customer called in to cancel flights due to an airline schedule change. Our representative verified the airline flex policy. Our representative was unable to locate any information on a flex policy for dates, origin or destination. Verified the tickets were eligible for a partial refund. The customer was advised of the partial refund amount and timeline. The customer was okay with the information and wanted an email.
After further review on April 8, 2020, Expedia verified the partial refund in *** system. Each ticket is noted that for a $532,78 partial refund. *** will be the merchant to issue the refund sine they charged the original charge. The refund can be expected within 30 days from the date *** processes the refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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 FCorporate Correspondence Team
Customer Response
• Apr 15, 2020
Complaint: ***
I am rejecting this response because:
I am rejecting this response because:1. Expedia and *** did notify me in advance that the flight is canceled.2. Expedia and *** did not provide any way to reschedule or cancel this flight.3. It was impossible to reach Expedia Agent via provided support cell phone to reschedule the flight or get any information.4. Because of the reasons above time was missed and had to buy another ticket for $1,775.20 5. Expedia initiated a refund only $1066. I contacted *** and they said that Expedia sold you the ticket so discuss the refund with them.6. I lost $709 and it is not my fault.7. I was buying almost all my flights and hotels stay via Expedia and now I am really concerned about it.
Sincerely
Expedia.com Response
• Apr 20, 2020
April 20, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Ms. complaint regarding not being notified in advance that the flight was canceled. Was not provided any way to reschedule or cancel the flight. Advises that it was impossible to reach Expedia. He to purchase another ticket for $1,775.20. Expedia initiated a refund of $1066. *** advised Expedia sold the ticket so discuss the refund with them. Customer says he lost $709.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. *** would have updated their site about the cancelled flight. Expedia was able to verify that the airline cancelled the return flight on March 12, 2020. Expedia does suggest customer’s review the airline website, as the airline do not always update Expedia. Expedia did experience and influx of calls due to COVID19 but we also have CHAT and Social Media Communications for additional communication. Expedia would have needed to authorize the purchase of a new ticket, regrettably we did not authorize the purchase of the new ticket and are unable to offer a refund. We have reviewed the details of the case since the last Revdex.com case and as of April 17, 2020, there has not been any additional information on the account. The refund request is listed on *** airline record, with *** being the merchant of record they will be the merchant that processes the refund as they did the original charge. Expedia previously advised once COVID19 clears the customer may want to get back in contact with us regarding the hotel. The hotel is currently closed and the reservation was booked as non-refundable. Expedia does not issue refunds without authorization of the vendor.
The refund will be processed by *** back to the original card that they charged. 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 FCorporate Correspondence Team
Customer Response
• Apr 22, 2020
Complaint: ***
I am rejecting this response because:
1. I still did not get any refund from ***.
2. In Expedia response I did not find answers on questions I asked.
I have bought a ticket from Yangon to Bangkok yesterday and the contract conditions stated that it had 24h free cancelation. I have tried to cancel the ticket before those 24 h and the system was down I downloaded the app as recommended and still everything worked but the cancellation. I got online to tell them the system was down and I was on their online chat for hours waiting until finally someone responded and put me on hold for minutes at a time. Finally they decided to call, we had a 24 min call and nothing yet, minutes on hold talk to the supervisor and told me he would sent an email and I should sent proof of a phone call while at the same time stating they could see in their system how many time I tried to cancel the reservation. In any case he has not yet sent any email to me.
Expedia.com Response
• Mar 27, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I have been trying to cancel 3-21-2020 trip since 3-13-2020...keep getting hung up on...need speak with someone. Call at all times of day, got all documented tel# and dates and times.....
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: it took me 7 days of 3-4 hrs a day to finally get someone, they cancelled the hotel and got refund,,but won’t refund the airlines and I have to use in next 6 mos, which I won’t have any vacation left????? *** and *** Airlines both said they would and have others, refunded flights, but why Expedia won’t refund mine I don’t understand....they say airlines won’t, BUT they will!!!
Sincerely
Expedia.com Response
• Apr 08, 2020
April 8, 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 due to the Corona Virus.Our records indicate on December 16, 2019, Ms. Kelley J *** or an authorized user of the account self-booked two one way flights round trip flights on *** and *** Airlines departing March 21, 2020 from Richmond, VA to Cancun, Quintana Roo, Mexico returning on March 25, 2020 along with a four night two room hotel stay at ***, via ***
We can confirm on March 16, 2020, the customer called to cancel both flights. Our representative advised the flex policies for *** Airline and *** Airlines are allowing to rebook with a future travel credit.
On March 19, 2020, the customer called to cancel the hotel due to corona. Our representative called the hotel and they authorized to cancel and refund. Our representative cancelled the hotel and issued the refund for $932.71. The customer called back to cancel the flight due to corona. Our representative cancelled as per the airline flex policy.
After further review on April 8, 2020, we were able to verify the flights are cancelled. *** COVID19 policy allows the tickets to be reissued without a change fee charge, the new flight needs to be rebooked and started by December 15, 2020. *** Airlines COVID19 policy allows the tickets to be reissued without a change fee charge. The new flight needs to be rebooked and started by December 31, 2020. If there is an increase in the cost of the fare with either *** Airlines or ***, the customer is responsible. Our Customer Service Department may be contacted by calling 800-*** whenever the changes need to be made. The hotel reservation has been cancelled and refund $932.71
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.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
Expedia has no way for a customer to contact an agent that can help cancel my airlines flights and hotel package for a trip to San Antonio 3-19 thru 3-22. Our adoption orientation was canceled due to Covid-19 on 3-17 and I immediately began contacting Expedia thru their online chat and their customer service line. I was constantly disconnected from the chat or told an agent would be with me in 6 hours and then disconnected before the 6 hours. Every time I would call the customer service line I would be on hold for over an hour and the line would disconnect. The website says the only way to cancel these things is by talking to a customer representative since my travel is within 7 days, but there is no way to get in touch with anyone that can help me! I have spoken with the hotel separately and they said they will not charge Expedia for the room, but I still have to cancel with Expedia and Expedia would have to issue a refund.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
The instructions per email say to call. You cannot call, I waited on the line for over an hour multiple times on multiple days. Online sends you in a loop. The virtual agent sends you in a loop. Either refund my total or send a voucher to my email.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
All my travel plans have been changed due to Canada informing us not to do any cruises. My air and hoitel was booked through Expedia. Despite 2 weeks of constant attempts to reach Expedia by telephone, I receive persistent cut-off of call, My hotel was cancelled through the on-line process, but an excessive amount - (full charge for 4 nights £647) was taken as "cancellation fee. My complaint is punitative charges, i/e. NO REFUNDS is taking place, plus zero customer contact possible. IMPOSSIBLE COMPANY TO DEAL WITH, VERY POOR BUSINESS PRACTICE.
Expedia.com Response
• Mar 27, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
We have been in contact with Expedia.com since Monday 3/16, in an attempt to cancel our travel starting 3/19. We have been on hold for over 10-12 hours on 4 separate days. We have talked to customer service 4 times total. We are told by Expedia that they are unable to contact our hotel (***, Bahamas) to determine if we can get a refund. Meanwhile we have easily contacted the hotel on 3 separate occasions. The hotel is unable to refund us directly (has to go thru Expedia), but are happy to cancel even at late notice. They also inform us that they have received no money from Expedia, and would not expect to receive money even if we cancel on the day of arrival. We are looking for our $4000 refund, which Expedia is apparently holding.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I had booked a flight through Expedia, and now I am trying to get a refund because of the current virus. But I have bin unable to reach anyone at Expedia, bin on hold over 2 hours just to get disconnected, call multiple times and get told that there system is down, I called the airline directly an they are quick to answer but are unable to help me, because I booked through Expedia. I hope I will be able
To get a refund
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased air lines tickets for my family to travel to London on 12/5/19 before any COVID-19 anything, I also purchased the insurance that Expedia recommended. After the President announced a travel ban I called was told "if you want to cancel due to COVID its not a problem just file a claim with insurance and call us back with the claim number" so we waited a couple days hoping we could still go on our trip, on 3/15 we realized it just wasnt going to happen with a travel ban and more cases everyday so I filed a claim with insurance, travel guard #***, I then attempt to call Expedia but the automated system prompt me to cancel on line and someone would be intouch so thats what I did. As of 3/18 afternoon I still had not heard from anyone so I checked on line and my flight was NOT cancelled so I called a total of 6 calls and on hold for over 12 hours total because I kept getting disconnected or hung up on, I finally got through on 3/19 at 12noon and was told "*** Airline is only issuing vouchers good through 12/31/20, if I cancel your flight you must take the voucher". I explained over and over that we purchased insurance, I have a claim number and I need the flight cancelled so it doesnt look like I just didnt show up. He placed me on hold for 2min then stated he asked supervisor who stated "nothing we can do" so I again tried to explain if I hang up and call insurance back they will tell me to call Expedia and it took me 18 hours to get through the first time, he said he could not help me but would transfer me to supervisor, I was on hold again to speak to supervisor 2hours then was disconnected, My flight is scheduled to leave in 8 hours. I feel like they are just stringing me along until I miss my flight time and or trying to frustrate me to the point I quit, He spoke to his supervisor in 2 min early in our call now 2 hours on hold and again disconnected.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Over a month ago I booked a flight and hotel through Expedia.com and need to cancel my reservations. My wife and I organized a trip to Washington DC for a conference, and to go to an ***. Due to the COVID outbreak, both appointments have been cancelled therefore we need to cancel our trip.
Since last Thursday I’ve tried calling Expedia’s customer service hotline at 877-227-7481 around 40 times. Most of the time there’s an automated answering service saying that they’re experiencing technical difficulties, and the few times that I have managed to get through, I’ll be on hold for around 20- 30 minutes and then the call will be disconnected.
I’ve also tried using their online chat function around 10 times over the last week, which also never works. It appears to be an automated bot and I have never spoken to an actual agent to assist.
I’ve also spoken to the hotel directly on multiple occasions and they’ve told me that because I booked through Expedia I’m unable to cancel or obtain a refund through them, and that I must use Expedia.
As a customer, I should be able to contact the company through which I made a reservation in order to obtain either a refund or obtain credit. Not being able to do this is going to cost me hundreds of dollars.
My hotel reservation is at *** in Washington DC from the 3rd to the 5th of April.
My flight is through *** Airlines departing on the 31st of March and returning in the 5th of April.
I would like to file a formal complaint to receive a refund and/or credit.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Due to the COVID19 I wanted to cancel my flight since I would be flying into Taiwan. So I go to call the customer service number and I end up talking to a robot and get put on hold for on hour and end up getting hung up on. I tried calling again thinking it was done by accident but the same thing happens. Get put on hold, then hung up on. So I try calling different numbers and I'm told that there are no agents available. Which I understand that it's a busy time due to the COVID19. So I look at their *** page and realize I'm not the only one, and there are thousands experiencing the same thing. Many think they are trying to scam us out of our money by not answering the phones or trying to help us. I tried calling yesterday (03/17/2020) and today (03/18/2020) also emailing Expedia. My flight is in two days (03/20/2020) and if I can't cancel my flight then I have a feeling I'm never going to receive my $1,000 refund.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I booked hotel for *** through Expedia. I cannot use due to COVID-19 and I would like a full refund. I purchased travel insurance. Sent multiple emails to Expedia with no response. I have called numerous times and after waiting over an hour for a customer service rep, I get disconnected.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because:I want to withdraw my complaint
Have round trip airline tickets through Expedia with an initial departure from Tampa on 3/20/20 to Moscow, Russia and return on 3/29. The Russian Federation announced on 3/18/20 that all Foreign Nationals are unable to enter Russia effective immediately and until 5/1/20. So, I am unable to travel under this ticket and am seeking full reimbursement from Expedia.com. The flight to Moscow (***) is not cancelled for Russian Federated Nationals, the plane crew, and people who are in transit; however, for my case (and the person I am traveling with), it should be based on the Russian Federation mandate. I have been trying to get Expedia.com to rectify this situation before the plane's departure. I have been on the phone for a straight 19 hours by means of the *** customer support and have been disconnected 6 ***es before getting to speak with someone on level 1, then disconnected 3 ***es when speaking to level 1, and two ***es disconnected at level 2; with no resolution of reimbursement. Expedia tells me its ***'s to handle and *** indicates Expedia. I purchased the tickets by means of Expedia so Expedia should handle and keep whatever challenges they have transparent to the customer. These are stressful ***es and this situation is unacceptable to the consumer.
Customer Response
• Mar 23, 2020
This is to confirm that the subject file complaint has been resolved as of 11 ET on 3/19/20. Expedia has sent me a confirmation that each airline ticket will be reimbursed at cost minus $80 cancellation fee (total). Additionally, Expedia, in good faith, added a credit of $100 for future travel booking, which the consumer considered reasonable. Also, Travel Insurance in the amount of $114 was submitted for reimbursement. All are pending credit card updating. The persons at Expedia that I was dealing with were Roger (supervisor) and Rachel; both were very helpful and professional. Thanks. --
I booked a trip through expedia.com. We left our trip early due to COVID-19. We should be receiving a refund. I have spent hours on hold, have emailed the company, and attempted to online chat numerous times. I have not received a response from expedia regarding the refund despite countless attempts to communicate with them.
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.
I planned to travel to a university event, but it was canceled due to the coronavirus. I tried to cancel my flight through the website and filled out the cancellation form on 3/13/2020. It says in the confirmation email that they would try to respond within 5 days. My flight was on 3/18/2020. The day before and the day of my flight I called Expedia multiple times, but there were either technical difficulties or extremely long wait times. I have never gotten through to an actual person at Expedia. My flight was yesterday, and I could not get in contact with anyone to try and cancel it. I purchased a cancellation plan so I expect a refund for my flight.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I understand and sympathize with the current situation. However, my flight date has come and gone without any word from Expedia about a cancellation. I don't mind if it takes a while to process a refund, I just need some sort of confirmation from Expedia that I am indeed receiving a refund for my flight.
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 Ms. *** (Revdex.com case number ***) regarding her
flight reservation. Our
records indicate that on February 20, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable roundtrip flight for one
passenger and a Travel Protection Cancellation Plan with *** on
Expedia’s website, under itinerary ***. The flight was with ***
Airlines from Grand Rapids, MI, to Manhattan, KS, with a connection in Chicago,
IL, departing on March 18, 2020, and returning on March 21, 2020. The customer
paid $403.80 for the booking. We understand Ms. is requesting a full
refund of the flight using her Cancellation Plan with ***.Upon
review, on March 18, 2020, *** Airlines cancelled the flight. Due to the
nonrefundable policy of the flight, the airline issued a credit for future
travel. Per the airline’s travel advisory due to COVID-19, *** Airlines
will waive the change fee as long as the customer books and commences a new
flight before December 31, 2020. When Ms. is ready to book new travel,
she needs to call Expedia to use her credit. The
customer may file a claim with *** using her Travel Protection
Cancellation Plan; her policy number is ***. The customer needs to go to https://claims..com/myclaim/us and follow instructions. *** will approve or deny the claim in
accordance with the terms and conditions of the plan.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 airline.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W 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 purchased 2 roundtrip tickets to Spain (3/4-3/18/2020). By the dates you can see that Madrid was heating up & was the 'new' epicenter of the virus. As a result we wanted to cut our vacation short & arrange to come home sooner. This was impossible since Expedia's phone was having "technical difficulties" and to "call back later. " Because Covid19 pandemic Expedia phone system was overwhelmed & unable to handle incoming calls. We couldn't change our flights on-line either as it would direct us to call. We were forced to purchase 2 oneway tickets on-line through *** because they were the cheapest @ $754.71 (2ppl) from Madrid to the US. Although Expedia wouldn't assist their customers their website was up & running for new purchases @ exhorbitent prices! Our return flight from Madrid was cancelled & once home I immediately tried to contact Expedia to get a refund. 6days later & nearly 3hrs of wait time I finally get through. Expedia told me they could only refund what *** allows. The supervisor said my return ticket was worth $0- $10-. Nowhere on my receipt is there a break down of charges for the individual legs of the flights. Copied from my receipt it reads as follows: Traveler 1: Adult$668.36 Flight$463.00Taxes & Fees$205.36 Traveler 2: Adult$668.36 Flight$463.00Taxes & Fees$205.36 Expedia Booking Fee$9.26 Total$1,345.98 The Expedia supervisor ssid the most they could do was give me a $200- hotel credit & that *** would probably one give me 0-$10 back for my cancelled return flight portion of the ticket. I called *** who confirmed that they couldn't assist or credit me directly, that they would need to be contacted by Expedia & that the refund quote they gave me was BS. Since my flight was canceled I'm entitled to a full refund. Since my receipt doesn't list what the individual legs cost (***) that I'm entitled to a refund of half the total ticket price $1345.98 which is $674.49
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 30, 2020
Complaint: ***
I am rejecting this response because:They have not refunded me for my plane ticket. They have left ME to deal w/ the airline who has not responded or issued a refund either. My receipt is from Expedia it clearly states the amount I paid but doesn't provide a break down of all the individual costs of the round trip legs. They abandoned their customers, were mostly unavailable, provided incorrect & inconstant information, & in the end their pitiful assistance provided zero outcome. BUYER BE WARNED!!! I WILL NEVER DO BUSINESS W/ THEM AGAIN!!!
Sincerely
Expedia.com Response
• Apr 06, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a flight reservation.
Our
records reflect a round-trip fare from Buffalo (***) to Madrid (***) departing March
4,2020 and returning March 18,2020 with ***. We understand Miss. is requesting a refund of $674.49.
On March
13, *** cancelled flight *** for March 18 from Madrid to Dublin. Miss
*** was trying to contact Expedia or *** to confirm new flights.
I called and spoke with *** and was advised she was unable to reach anyone
in time and was forced to purchase new flights with another airlines that cost
$754.71. After she arrived back to Buffalo, *** called Expedia to receive a
refund for the unused portion of the *** flights. She was told the
tickets were non-refundable.
During the
call with ***, a refund of $673 was offered and accepted. Expedia has
processed the refund for the inconveniences
during her travels.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 06, 2020
Revdex.com:
I was personally contacted by Expedia & they are refunding me $673- which covers half of the round trip ticket I purchased.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is very satisfactory to me.
I had a hotel and flight reservation through Expedia.com. On Saturday March 14th 2020, The Department of Defense put out a Memorandum stating all leisure/military travel for Soldiers and their families will be cancelled. The guidance is effective March 16th, 2020, to which my travel was booked for March 17th-26th. Expedia's phone lines have been down due to high call volume. I finally got ahold of someone on March 17th, I explained to her that I am military and that the DoD banned any travel for military, and that I had no choice but to cancel my trip. She said she will put me on hold so she can contact the hotel and try to get refund approval through them. 30 minutes later, she said "I'm not sure what's going on, their hours online say they work from 7-5 yet no one is answering". She said I will receive an email within 48 hours with an answer on my refund when she gets ahold of someone from the hotel. I call the hotel immediately after our conversation, they answer me within 1 minute of me calling, they said I can receive a full refund. I get an email from Expeida Customer Service on 18 March saying the hotel denied my refund. I call the hotel again and ask for a manager. I spoke to *** the *** Manager of the hotel I was supposed to stay at, she said Expedia did not reach out to them regarding my refund. I forwarded *** the email from Expedia Customer Service and she responded to them that she cannot find record of Expedia reaching out to them, and that they will authorize a FULL refund for my trip and waive ALL penalties. (Almost $4,000). I have a copy of my Military Orders, ID, The DoD Memorandum banning travel for Military, and the email traffic where Expedia lied to me. Per their refund policy I am authorized a full refund for being ordered by the Military not to travel. I've called Expedia every day, and when I input my Confirmation number, the phone goes silent. I'm assuming its because my refund was denied.
Expedia.com Response
• Mar 27, 2020
March 27, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate that a full
refund of Ms.’s hotel booking, in the amount of $4233.49, was issued
on March 25, 2020, back to the original form of payment.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Mar 27, 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. After being lied to by Expedia claiming they contacted the hotel when they in fact did not and denying my refund twice, and being on hold for 20 hours total throughout several days, I finally received a refund for the hotel. Its nice seeing a business that keeps up with their customers, I really appreciate the help of Revdex.com, thank you!!
Trying to cancel the reservation and get refunds/credit because of covid-19. Cannot get a hold of Expedia. Called 5 times, waiting for 1-2 hours, no answer.
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.
I've been attempting to cancel my upcoming reservation for a hotel stay via Expedia due to Coronavirus canceling my travel plans, however Expedia is not releasing any refunds for cancellations for any reason, even Coronavirus related. When I was finally able to get Expedia on the phone, they said the refund is not permitted by the hotel that I booked through Expedia, however I called the hotel and the hotel confirmed they hadn't even received my payment from Expedia yet, I paid Expedia in full for the hotel two months ago. So Expedia is holding my payment hostage for a service that will not be rendered.
Expedia customer service then said they would speak to the hotel about allowing a refund, but claimed to be unable to get in touch with the hotel. Expedia let me know that they would continue to try to get in touch with the hotel, and follow-up with me within *24 Hours and send me an email GUARANTEED*. This never happened and I have not received any follow-up from Expedia. I have been able to call and speak with someone at the hotel immediately upon calling.
Now 2 days later I've called Expedia back repeatedly and each time after being on hold for 20+ minutes, I am disconnected from their queue abruptly.
Also, Expedia says it is prioritizing it's customers that have itineraries within the next 7 days, with my previously scheduled trip coming up in 2 days, they are misleading customers as it is impossible to get someone from Expedia to answer 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 25, 2020
Complaint: ***
I am rejecting this response because: my cancellation request was within 72 hours of the trip and the Customer Service team at Expedia guaranteed I would get a follow-up, it's now been over a week and I still haven't heard anything. I want a written verification that I will be getting a full refund and a date by which I will receive it.Also, there is no resource page about receiving a refund for my booking.
Sincerely
Expedia.com Response
• Apr 05, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a hotel reservation.
Our records indicate/reflect a cancelled one night stay at the Showboat
Hotel, checking in on March 21,2020 for one night. We understand *** is
requesting a refund.
The
reservation booked is non-refundable and cannot be changed without a penalty
equal to the full amount paid. However, the hotel has agreed to refund due to
the current Covid-19 pandemic.
A full refund
has been processed for $204.64.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked my vacation in January 2020 for April 2020.
I spent more than $5000 on vacation bundle hotel flights and transportation. I have been trying to contact Expedia for a month to ask for a full refund because I have chronic upper respiratory issues I cannot risk my heath to go on this trip with the world wide epidemic. Every time I get someone on the phone I get on hold for hours than hung up on because they claim they can’t help me only a elite department. I asked what’s a elite department they said. Department for existing customers and they only help new customers. This is very unprofessional. I tried to email asking for a refund but instead they canceled the trip and said no refunds. How unfair they have representatives for new customers and loyal customers get the no refunds get hung up treatment.
April 8, 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. request to provide refund or a credit or move date.Our records indicate on January 21, 2020, Ms. or an authorized user of the account self-booked four round trip flights on *** Airlines departing April 11, 2020 from Charlotte, NC, USA to Puerto Plata, Dominican Republic and returning on April 18, 2020 along with a seven night hotel stay at *** - All Inclusive and a ***, via ***
We can confirm on February 29, 2020, the customer called to cancel and our representative advised the reservation was non-refundable.
On March 18, 2020, there is a notation of on the account of hotel fraud but no details. There is no information on what the customer was calling about. The *** was cancelled and a refund was issued for $137.00.
On April 7, 2020, Expedia called *** Airlines and they advised the flight is fully refundable. They suggested that we submit the refund via the airline system or on ***.
After further review on April 8, 2020, Expedia cancelled the flight itinerary in the *** Airline record and submitted the record for a full refund. *** Airline advised the flight was fully refundable and should allow up to 30 days to see the refund on the card that was originally charged. Expedia verified the hotel was cancelled previously and it was non-refundable. The *** reservation was cancelled on March 18, 2020 and a refund of $137.00 was issued to the original card that was charged. The refund will appear on the card within 30 days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** 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.s 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.
*** Airlines does not advise Expedia when the refund is issued, so you should watch your card account or check refund status on ***/refunds.
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 never canceled I never spoke to a agent because my calls were never answered.
in an email I was asked about a dispute and I responded the coronavirus epidemic will not allow me to travel there for many reasons and what can I do because I tried to communicate with Expedia and could not get through. I got a response my hotel was canceled and I responded please do not cancel without a refund. They said they could not uncancel and no one called me.
I was able you communicate with the hotel in Dominican Republic and they did not receive Expedia payment to them and said tgey would refund but it’s Expedia who makes decisions.
I saw in Expedia website they are giving refunds to customers who booked travel this month that includes me why am I not getting my refund for the hotel? expedia is staying with hotel resort money this is unlawful this is not any ordinary time we are in a no travel crisis.
Sincerely
April 17, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms ***. We regret to hear Ms.s did not accept our response.
We are again responding to Ms.s complaint regarding the cancellation of her hotel reservation and 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. We have reviewed the details of the case since the last Revdex.com case and as of April 17, 2020, there has not been any additional information on the account. The airline refund was submitted via the airline system and is showing as being processed on the airline site, Expedia previously advised once COVID19 clears the customer may want to get back in contact with us regarding the hotel. The hotel is currently closed and the reservation was booked as non-refundable. Expedia does not issue refunds without authorization of the vendor.
Our vendors cancel flight reservations once the depart time has passed and our hotel vendors cancel hotel reservation was the check time has passed. Expedia does not have the option to undo a cancelled reservation when a vendor has cancelled it. If the reservation is cancelled it needs to be rebooked unless the vendor authorizes differently, rebooking would be based on whatever the current rates are.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 hotel was closed the whole time of my expected stay that should be an automatic refund. I was never asked do I want to cancel... Expedia canceled my reservation without asking if I wanted to cancel.
Sincerely
I got a ticket from Expedia and flight got canceled by ***. I called *** and they told me to contact Expedia to resolve the issue since Expedia sold a ticket to me. I have tried to call Expedia last 7 days day and night and no response. Also, I have tried to use Agent on the website which is useless. On the reservation details no options to cancel or change a flight. The most important thing that *** has canceled this flight a few days ago but on Expedia page staus is still active. Expedia did not even send a message that the flight is canceled. Details: Itinerary #***, Confirmation
*** (***), Tickets: *** and ***.
April 8, 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 cancelling or exchanging tickets. We understand that Mr. is requesting an Expedia representative to call him right away.Our records indicate on July 3, 2020, Mr. *** or an authorized user of the account self-booked two round trip flights on *** departing October 9, 2019 from Minsk, Belarus to San Francisco, CA, USA returning on March 17, 2020, via ***.
We can confirm on March 27, 2020, that the customer called in to cancel flights due to an airline schedule change. Our representative verified the airline flex policy. Our representative was unable to locate any information on a flex policy for dates, origin or destination. Verified the tickets were eligible for a partial refund. The customer was advised of the partial refund amount and timeline. The customer was okay with the information and wanted an email.
After further review on April 8, 2020, Expedia verified the partial refund in *** system. Each ticket is noted that for a $532,78 partial refund. *** will be the merchant to issue the refund sine they charged the original charge. The refund can be expected within 30 days from the date *** processes the refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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 FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I am rejecting this response because:1. Expedia and *** did notify me in advance that the flight is canceled.2. Expedia and *** did not provide any way to reschedule or cancel this flight.3. It was impossible to reach Expedia Agent via provided support cell phone to reschedule the flight or get any information.4. Because of the reasons above time was missed and had to buy another ticket for $1,775.20 5. Expedia initiated a refund only $1066. I contacted *** and they said that Expedia sold you the ticket so discuss the refund with them.6. I lost $709 and it is not my fault.7. I was buying almost all my flights and hotels stay via Expedia and now I am really concerned about it.
Sincerely
April 20, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Ms. complaint regarding not being notified in advance that the flight was canceled. Was not provided any way to reschedule or cancel the flight. Advises that it was impossible to reach Expedia. He to purchase another ticket for $1,775.20. Expedia initiated a refund of $1066. *** advised Expedia sold the ticket so discuss the refund with them. Customer says he lost $709.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. *** would have updated their site about the cancelled flight. Expedia was able to verify that the airline cancelled the return flight on March 12, 2020. Expedia does suggest customer’s review the airline website, as the airline do not always update Expedia. Expedia did experience and influx of calls due to COVID19 but we also have CHAT and Social Media Communications for additional communication. Expedia would have needed to authorize the purchase of a new ticket, regrettably we did not authorize the purchase of the new ticket and are unable to offer a refund. We have reviewed the details of the case since the last Revdex.com case and as of April 17, 2020, there has not been any additional information on the account. The refund request is listed on *** airline record, with *** being the merchant of record they will be the merchant that processes the refund as they did the original charge. Expedia previously advised once COVID19 clears the customer may want to get back in contact with us regarding the hotel. The hotel is currently closed and the reservation was booked as non-refundable. Expedia does not issue refunds without authorization of the vendor.
The refund will be processed by *** back to the original card that they charged. 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 FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1. I still did not get any refund from ***.
2. In Expedia response I did not find answers on questions I asked.
Sincerely
I have bought a ticket from Yangon to Bangkok yesterday and the contract conditions stated that it had 24h free cancelation. I have tried to cancel the ticket before those 24 h and the system was down I downloaded the app as recommended and still everything worked but the cancellation. I got online to tell them the system was down and I was on their online chat for hours waiting until finally someone responded and put me on hold for minutes at a time. Finally they decided to call, we had a 24 min call and nothing yet, minutes on hold talk to the supervisor and told me he would sent an email and I should sent proof of a phone call while at the same time stating they could see in their system how many time I tried to cancel the reservation. In any case he has not yet sent any email to 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
I have been trying to cancel 3-21-2020 trip since 3-13-2020...keep getting hung up on...need speak with someone. Call at all times of day, got all documented tel# and dates and times.....
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: it took me 7 days of 3-4 hrs a day to finally get someone, they cancelled the hotel and got refund,,but won’t refund the airlines and I have to use in next 6 mos, which I won’t have any vacation left????? *** and *** Airlines both said they would and have others, refunded flights, but why Expedia won’t refund mine I don’t understand....they say airlines won’t, BUT they will!!!
Sincerely
April 8, 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 due to the Corona Virus.Our records indicate on December 16, 2019, Ms. Kelley J *** or an authorized user of the account self-booked two one way flights round trip flights on *** and *** Airlines departing March 21, 2020 from Richmond, VA to Cancun, Quintana Roo, Mexico returning on March 25, 2020 along with a four night two room hotel stay at ***, via ***
We can confirm on March 16, 2020, the customer called to cancel both flights. Our representative advised the flex policies for *** Airline and *** Airlines are allowing to rebook with a future travel credit.
On March 19, 2020, the customer called to cancel the hotel due to corona. Our representative called the hotel and they authorized to cancel and refund. Our representative cancelled the hotel and issued the refund for $932.71. The customer called back to cancel the flight due to corona. Our representative cancelled as per the airline flex policy.
After further review on April 8, 2020, we were able to verify the flights are cancelled. *** COVID19 policy allows the tickets to be reissued without a change fee charge, the new flight needs to be rebooked and started by December 15, 2020. *** Airlines COVID19 policy allows the tickets to be reissued without a change fee charge. The new flight needs to be rebooked and started by December 31, 2020. If there is an increase in the cost of the fare with either *** Airlines or ***, the customer is responsible. Our Customer Service Department may be contacted by calling 800-*** whenever the changes need to be made. The hotel reservation has been cancelled and refund $932.71
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.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
Expedia has no way for a customer to contact an agent that can help cancel my airlines flights and hotel package for a trip to San Antonio 3-19 thru 3-22. Our adoption orientation was canceled due to Covid-19 on 3-17 and I immediately began contacting Expedia thru their online chat and their customer service line. I was constantly disconnected from the chat or told an agent would be with me in 6 hours and then disconnected before the 6 hours. Every time I would call the customer service line I would be on hold for over an hour and the line would disconnect. The website says the only way to cancel these things is by talking to a customer representative since my travel is within 7 days, but there is no way to get in touch with anyone that can help me! I have spoken with the hotel separately and they said they will not charge Expedia for the room, but I still have to cancel with Expedia and Expedia would have to issue a refund.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
The instructions per email say to call. You cannot call, I waited on the line for over an hour multiple times on multiple days. Online sends you in a loop. The virtual agent sends you in a loop. Either refund my total or send a voucher to my email.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
All my travel plans have been changed due to Canada informing us not to do any cruises. My air and hoitel was booked through Expedia. Despite 2 weeks of constant attempts to reach Expedia by telephone, I receive persistent cut-off of call, My hotel was cancelled through the on-line process, but an excessive amount - (full charge for 4 nights £647) was taken as "cancellation fee. My complaint is punitative charges, i/e. NO REFUNDS is taking place, plus zero customer contact possible. IMPOSSIBLE COMPANY TO DEAL WITH, VERY POOR BUSINESS PRACTICE.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
We have been in contact with Expedia.com since Monday 3/16, in an attempt to cancel our travel starting 3/19. We have been on hold for over 10-12 hours on 4 separate days. We have talked to customer service 4 times total. We are told by Expedia that they are unable to contact our hotel (***, Bahamas) to determine if we can get a refund. Meanwhile we have easily contacted the hotel on 3 separate occasions. The hotel is unable to refund us directly (has to go thru Expedia), but are happy to cancel even at late notice. They also inform us that they have received no money from Expedia, and would not expect to receive money even if we cancel on the day of arrival. We are looking for our $4000 refund, which Expedia is apparently holding.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I had booked a flight through Expedia, and now I am trying to get a refund because of the current virus. But I have bin unable to reach anyone at Expedia, bin on hold over 2 hours just to get disconnected, call multiple times and get told that there system is down, I called the airline directly an they are quick to answer but are unable to help me, because I booked through Expedia. I hope I will be able
To get a refund
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I purchased air lines tickets for my family to travel to London on 12/5/19 before any COVID-19 anything, I also purchased the insurance that Expedia recommended. After the President announced a travel ban I called was told "if you want to cancel due to COVID its not a problem just file a claim with insurance and call us back with the claim number" so we waited a couple days hoping we could still go on our trip, on 3/15 we realized it just wasnt going to happen with a travel ban and more cases everyday so I filed a claim with insurance, travel guard #***, I then attempt to call Expedia but the automated system prompt me to cancel on line and someone would be intouch so thats what I did. As of 3/18 afternoon I still had not heard from anyone so I checked on line and my flight was NOT cancelled so I called a total of 6 calls and on hold for over 12 hours total because I kept getting disconnected or hung up on, I finally got through on 3/19 at 12noon and was told "*** Airline is only issuing vouchers good through 12/31/20, if I cancel your flight you must take the voucher". I explained over and over that we purchased insurance, I have a claim number and I need the flight cancelled so it doesnt look like I just didnt show up. He placed me on hold for 2min then stated he asked supervisor who stated "nothing we can do" so I again tried to explain if I hang up and call insurance back they will tell me to call Expedia and it took me 18 hours to get through the first time, he said he could not help me but would transfer me to supervisor, I was on hold again to speak to supervisor 2hours then was disconnected, My flight is scheduled to leave in 8 hours. I feel like they are just stringing me along until I miss my flight time and or trying to frustrate me to the point I quit, He spoke to his supervisor in 2 min early in our call now 2 hours on hold and again disconnected.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Over a month ago I booked a flight and hotel through Expedia.com and need to cancel my reservations. My wife and I organized a trip to Washington DC for a conference, and to go to an ***. Due to the COVID outbreak, both appointments have been cancelled therefore we need to cancel our trip.
Since last Thursday I’ve tried calling Expedia’s customer service hotline at 877-227-7481 around 40 times. Most of the time there’s an automated answering service saying that they’re experiencing technical difficulties, and the few times that I have managed to get through, I’ll be on hold for around 20- 30 minutes and then the call will be disconnected.
I’ve also tried using their online chat function around 10 times over the last week, which also never works. It appears to be an automated bot and I have never spoken to an actual agent to assist.
I’ve also spoken to the hotel directly on multiple occasions and they’ve told me that because I booked through Expedia I’m unable to cancel or obtain a refund through them, and that I must use Expedia.
As a customer, I should be able to contact the company through which I made a reservation in order to obtain either a refund or obtain credit. Not being able to do this is going to cost me hundreds of dollars.
My hotel reservation is at *** in Washington DC from the 3rd to the 5th of April.
My flight is through *** Airlines departing on the 31st of March and returning in the 5th of April.
I would like to file a formal complaint to receive a refund and/or credit.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to the COVID19 I wanted to cancel my flight since I would be flying into Taiwan. So I go to call the customer service number and I end up talking to a robot and get put on hold for on hour and end up getting hung up on. I tried calling again thinking it was done by accident but the same thing happens. Get put on hold, then hung up on. So I try calling different numbers and I'm told that there are no agents available. Which I understand that it's a busy time due to the COVID19. So I look at their *** page and realize I'm not the only one, and there are thousands experiencing the same thing. Many think they are trying to scam us out of our money by not answering the phones or trying to help us. I tried calling yesterday (03/17/2020) and today (03/18/2020) also emailing Expedia. My flight is in two days (03/20/2020) and if I can't cancel my flight then I have a feeling I'm never going to receive my $1,000 refund.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I booked hotel for *** through Expedia. I cannot use due to COVID-19 and I would like a full refund. I purchased travel insurance. Sent multiple emails to Expedia with no response. I have called numerous times and after waiting over an hour for a customer service rep, I get disconnected.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:I want to withdraw my complaint
Sincerely
Have round trip airline tickets through Expedia with an initial departure from Tampa on 3/20/20 to Moscow, Russia and return on 3/29. The Russian Federation announced on 3/18/20 that all Foreign Nationals are unable to enter Russia effective immediately and until 5/1/20. So, I am unable to travel under this ticket and am seeking full reimbursement from Expedia.com. The flight to Moscow (***) is not cancelled for Russian Federated Nationals, the plane crew, and people who are in transit; however, for my case (and the person I am traveling with), it should be based on the Russian Federation mandate. I have been trying to get Expedia.com to rectify this situation before the plane's departure. I have been on the phone for a straight 19 hours by means of the *** customer support and have been disconnected 6 ***es before getting to speak with someone on level 1, then disconnected 3 ***es when speaking to level 1, and two ***es disconnected at level 2; with no resolution of reimbursement. Expedia tells me its ***'s to handle and *** indicates Expedia. I purchased the tickets by means of Expedia so Expedia should handle and keep whatever challenges they have transparent to the customer. These are stressful ***es and this situation is unacceptable to the consumer.
This is to confirm that the subject file complaint has been resolved as of 11 ET on 3/19/20. Expedia has sent me a confirmation that each airline ticket will be reimbursed at cost minus $80 cancellation fee (total). Additionally, Expedia, in good faith, added a credit of $100 for future travel booking, which the consumer considered reasonable. Also, Travel Insurance in the amount of $114 was submitted for reimbursement. All are pending credit card updating. The persons at Expedia that I was dealing with were Roger (supervisor) and Rachel; both were very helpful and professional. Thanks. --
I booked a trip through expedia.com. We left our trip early due to COVID-19. We should be receiving a refund. I have spent hours on hold, have emailed the company, and attempted to online chat numerous times. I have not received a response from expedia regarding the refund despite countless attempts to communicate with them.
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 planned to travel to a university event, but it was canceled due to the coronavirus. I tried to cancel my flight through the website and filled out the cancellation form on 3/13/2020. It says in the confirmation email that they would try to respond within 5 days. My flight was on 3/18/2020. The day before and the day of my flight I called Expedia multiple times, but there were either technical difficulties or extremely long wait times. I have never gotten through to an actual person at Expedia. My flight was yesterday, and I could not get in contact with anyone to try and cancel it. I purchased a cancellation plan so I expect a refund for my flight.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I understand and sympathize with the current situation. However, my flight date has come and gone without any word from Expedia about a cancellation. I don't mind if it takes a while to process a refund, I just need some sort of confirmation from Expedia that I am indeed receiving a refund for my flight.
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 Ms. *** (Revdex.com case number ***) regarding her
flight reservation. Our
records indicate that on February 20, 2020, the customer, or an authorized user
of the Expedia account, self-booked a nonrefundable roundtrip flight for one
passenger and a Travel Protection Cancellation Plan with *** on
Expedia’s website, under itinerary ***. The flight was with ***
Airlines from Grand Rapids, MI, to Manhattan, KS, with a connection in Chicago,
IL, departing on March 18, 2020, and returning on March 21, 2020. The customer
paid $403.80 for the booking. We understand Ms. is requesting a full
refund of the flight using her Cancellation Plan with ***.Upon
review, on March 18, 2020, *** Airlines cancelled the flight. Due to the
nonrefundable policy of the flight, the airline issued a credit for future
travel. Per the airline’s travel advisory due to COVID-19, *** Airlines
will waive the change fee as long as the customer books and commences a new
flight before December 31, 2020. When Ms. is ready to book new travel,
she needs to call Expedia to use her credit. The
customer may file a claim with *** using her Travel Protection
Cancellation Plan; her policy number is ***. The customer needs to go to https://claims..com/myclaim/us and follow instructions. *** will approve or deny the claim in
accordance with the terms and conditions of the plan.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 airline.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use,
which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Affiliates have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us. Sincerely,Gayana W 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 purchased 2 roundtrip tickets to Spain (3/4-3/18/2020). By the dates you can see that Madrid was heating up & was the 'new' epicenter of the virus. As a result we wanted to cut our vacation short & arrange to come home sooner. This was impossible since Expedia's phone was having "technical difficulties" and to "call back later. " Because Covid19 pandemic Expedia phone system was overwhelmed & unable to handle incoming calls. We couldn't change our flights on-line either as it would direct us to call. We were forced to purchase 2 oneway tickets on-line through *** because they were the cheapest @ $754.71 (2ppl) from Madrid to the US. Although Expedia wouldn't assist their customers their website was up & running for new purchases @ exhorbitent prices! Our return flight from Madrid was cancelled & once home I immediately tried to contact Expedia to get a refund. 6days later & nearly 3hrs of wait time I finally get through. Expedia told me they could only refund what *** allows. The supervisor said my return ticket was worth $0- $10-. Nowhere on my receipt is there a break down of charges for the individual legs of the flights. Copied from my receipt it reads as follows: Traveler 1: Adult$668.36 Flight$463.00Taxes & Fees$205.36 Traveler 2: Adult$668.36 Flight$463.00Taxes & Fees$205.36 Expedia Booking Fee$9.26 Total$1,345.98 The Expedia supervisor ssid the most they could do was give me a $200- hotel credit & that *** would probably one give me 0-$10 back for my cancelled return flight portion of the ticket. I called *** who confirmed that they couldn't assist or credit me directly, that they would need to be contacted by Expedia & that the refund quote they gave me was BS. Since my flight was canceled I'm entitled to a full refund. Since my receipt doesn't list what the individual legs cost (***) that I'm entitled to a refund of half the total ticket price $1345.98 which is $674.49
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:They have not refunded me for my plane ticket. They have left ME to deal w/ the airline who has not responded or issued a refund either. My receipt is from Expedia it clearly states the amount I paid but doesn't provide a break down of all the individual costs of the round trip legs. They abandoned their customers, were mostly unavailable, provided incorrect & inconstant information, & in the end their pitiful assistance provided zero outcome. BUYER BE WARNED!!! I WILL NEVER DO BUSINESS W/ THEM AGAIN!!!
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a flight reservation.
Our
records reflect a round-trip fare from Buffalo (***) to Madrid (***) departing March
4,2020 and returning March 18,2020 with ***. We understand Miss. is requesting a refund of $674.49.
On March
13, *** cancelled flight *** for March 18 from Madrid to Dublin. Miss
*** was trying to contact Expedia or *** to confirm new flights.
I called and spoke with *** and was advised she was unable to reach anyone
in time and was forced to purchase new flights with another airlines that cost
$754.71. After she arrived back to Buffalo, *** called Expedia to receive a
refund for the unused portion of the *** flights. She was told the
tickets were non-refundable.
During the
call with ***, a refund of $673 was offered and accepted. Expedia has
processed the refund for the inconveniences
during her travels.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Revdex.com:
I was personally contacted by Expedia & they are refunding me $673- which covers half of the round trip ticket I purchased.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is very satisfactory to me.
Sincerely
Good Afternoon.
I had a hotel and flight reservation through Expedia.com. On Saturday March 14th 2020, The Department of Defense put out a Memorandum stating all leisure/military travel for Soldiers and their families will be cancelled. The guidance is effective March 16th, 2020, to which my travel was booked for March 17th-26th. Expedia's phone lines have been down due to high call volume. I finally got ahold of someone on March 17th, I explained to her that I am military and that the DoD banned any travel for military, and that I had no choice but to cancel my trip. She said she will put me on hold so she can contact the hotel and try to get refund approval through them. 30 minutes later, she said "I'm not sure what's going on, their hours online say they work from 7-5 yet no one is answering". She said I will receive an email within 48 hours with an answer on my refund when she gets ahold of someone from the hotel. I call the hotel immediately after our conversation, they answer me within 1 minute of me calling, they said I can receive a full refund. I get an email from Expeida Customer Service on 18 March saying the hotel denied my refund. I call the hotel again and ask for a manager. I spoke to *** the *** Manager of the hotel I was supposed to stay at, she said Expedia did not reach out to them regarding my refund. I forwarded *** the email from Expedia Customer Service and she responded to them that she cannot find record of Expedia reaching out to them, and that they will authorize a FULL refund for my trip and waive ALL penalties. (Almost $4,000). I have a copy of my Military Orders, ID, The DoD Memorandum banning travel for Military, and the email traffic where Expedia lied to me. Per their refund policy I am authorized a full refund for being ordered by the Military not to travel. I've called Expedia every day, and when I input my Confirmation number, the phone goes silent. I'm assuming its because my refund was denied.
March 27, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate that a full
refund of Ms.’s hotel booking, in the amount of $4233.49, was issued
on March 25, 2020, back to the original form of payment.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
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. After being lied to by Expedia claiming they contacted the hotel when they in fact did not and denying my refund twice, and being on hold for 20 hours total throughout several days, I finally received a refund for the hotel. Its nice seeing a business that keeps up with their customers, I really appreciate the help of Revdex.com, thank you!!
Sincerely
Trying to cancel the reservation and get refunds/credit because of covid-19. Cannot get a hold of Expedia. Called 5 times, waiting for 1-2 hours, no answer.
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've been attempting to cancel my upcoming reservation for a hotel stay via Expedia due to Coronavirus canceling my travel plans, however Expedia is not releasing any refunds for cancellations for any reason, even Coronavirus related. When I was finally able to get Expedia on the phone, they said the refund is not permitted by the hotel that I booked through Expedia, however I called the hotel and the hotel confirmed they hadn't even received my payment from Expedia yet, I paid Expedia in full for the hotel two months ago. So Expedia is holding my payment hostage for a service that will not be rendered.
Expedia customer service then said they would speak to the hotel about allowing a refund, but claimed to be unable to get in touch with the hotel. Expedia let me know that they would continue to try to get in touch with the hotel, and follow-up with me within *24 Hours and send me an email GUARANTEED*. This never happened and I have not received any follow-up from Expedia. I have been able to call and speak with someone at the hotel immediately upon calling.
Now 2 days later I've called Expedia back repeatedly and each time after being on hold for 20+ minutes, I am disconnected from their queue abruptly.
Also, Expedia says it is prioritizing it's customers that have itineraries within the next 7 days, with my previously scheduled trip coming up in 2 days, they are misleading customers as it is impossible to get someone from Expedia to answer 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
Complaint: ***
I am rejecting this response because: my cancellation request was within 72 hours of the trip and the Customer Service team at Expedia guaranteed I would get a follow-up, it's now been over a week and I still haven't heard anything. I want a written verification that I will be getting a full refund and a date by which I will receive it.Also, there is no resource page about receiving a refund for my booking.
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a hotel reservation.
Our records indicate/reflect a cancelled one night stay at the Showboat
Hotel, checking in on March 21,2020 for one night. We understand *** is
requesting a refund.
The
reservation booked is non-refundable and cannot be changed without a penalty
equal to the full amount paid. However, the hotel has agreed to refund due to
the current Covid-19 pandemic.
A full refund
has been processed for $204.64.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely