I purchased airline tickets through Expedia for travel from South Africa to USA. I am US citizen but also travelling with non-US citizen. Due to travel ban, I was informed by *** Airlines that one leg of my departing flight (London to Philadelphia) has been cancelled as well as one leg of my return flight on *** Airlines. For obvious reasons, I am unable to complete this trip as two of my legs are cancelled. I checked Expedia website and all of the airline websites and I am eligible for an airline credit, but the airlines (***, ***, ***, and ***), all referred me back to Expedia to process my credit. I have spent three days attempting to reach Expedia. Waited on hold via telephone four times from 40 minutes to five hours to be disconnected each time. I attempted to reach Expedia via online chat as well. Three times the chat was intentionally disconnected by service rep when asked if I was still there (after several hours waiting), I replied YES immediately, and the rep said they were disconnecting due to technical issues. My flight leaves in a day and I am still unable to reach anyone. It is incredibly expensive for internet and phone service in South Africa to spend hours trying to reach Expedia and as of today, I have waited online or on phone a total of 14 hours.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I have been attempting to contact Expedia since 3/8 to cancel 2 airline tickets I purchased to the UK. Close to 9,000.00 dollars with Travel Ins. I have waited at least 1 to 2 hrs on at least 12 attempts to cancel this travel, this started the day after I purchased them. I had ONE automatic callback that disconnected the minute I answered. All others calls disconnect before any agent picks up. I called ***, they said they had no record of payment and to call Expedia... I understand that they overwhelmed due to this world wide virus, however, This has been ridiculous. I want this travel cancelled and refunded and I have been attempting to do this since March 9. I have all call logs reflecting number of calls and duration of each to Expedia and ***. Again, *** says to call Expedia and also said they can't verify payment type. My *** card was charged. And the 500 dollar travel ins needs to be cancelled as well. Worthless.
Expedia.com Response
• Apr 07, 2020
April 7, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline reservation.
Upon researching the complaint the customer did not provide an itinerary number and there is no record of an airline reservation under her account. While the email address is linked to an Expedia account, there is no record of an itinerary on her account. We would suggest that the customer provide an itinerary number or email address used when the booking was completed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary you may contact Expedia by phone since our wait times are now much lower. You may submit a previously completed itinerary, itinerary # ***
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• Apr 21, 2020
There has been NO RESOLUTION to this claim. I would have provided the additional information requested had the emails not gone to SPAM. This problem is exactly what I am talking about *** says call Expedia, they can not find proof of payment. I have repeatedly tried to contact Expedia (Do have the call logs). I have gone thru all the steps that Expedia has online. NO ONE has contacted me. I do understand that the Virus is causing problems but I am not talking about a few hundred dollars, 8,805.50 to be exact on travel to a Country that is closed AND that no one would travel to in July/August. I have been trying since early March to cancel this to no avail.
email addresses: *** or ***. Expedia has been provided the itinerary number in original request. My phone number is
Expedia.com Response
• May 12, 2020
May 12, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is again responding to the consumer complaint from Ms. (***) regarding a flight refund request.
On the original complaint Ms. failed to mention the itinerary number she was referring to. We would like to remind Ms. the booking was made under email address *** and the itinerary number is ***
I have now reviewed the itinerary and contacted the airline. We are able to confirm that the flight reservation is still active. The tickets that were purchased are non-refundable and the airline has not changed or canceled the reservation. If any cancelation is made by the airline in the coming weeks they would then provide change or refund options. The insurance portion has been canceled by Ms..
We are unable to provide any additional refunds that are not authorized by the airline. During the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
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.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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 that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• May 13, 2020
I reject Expedia's response. I can not not just cancel the tickets, I must wait for Expedia's/Airline's to cancel them. Expedia has made no attempt to contact me in person after many, many attempts to reach them. My travel was to commence 7/30. All other travel prepays etc have been refunded EXCEPT Expedia. Scotland is not accepting tourists at all....till possibly October and most likely this order will be extended. All celebrations and tourism activities have been cancelled. Again, we are talking over 8,000K in airfare that I paid, for a trip that is not going to happen do to Covid19. No one should have to go through this kind of hoops to get their money returned. Expedia best review what our government has ordered in regards to Airfare, refundable or not. I do not want this issue closed till my airfare is refunded.
I booked a ticket on March 7 2020 for me and my elderly mother to travel to India on March 17, 2020 thru *** airlines for my cousins wedding. Days after this on March 11, 2020 India announced a travel ban due to the coronavirus, so we were no longer eligible to enter the country. Our flight date was March 17, 2020. Originally after hearing the news about the Indian government canceling visas I called Expedia and waited for 3 hours to speak to someone, I initially wanted a refund and the representative told me I would have to follow the airlines policy so I check *** website and it’s posted that they are waiving all fees for tickets booked until March 31. But she explained to me that they have given Expedia different instructions and at the moment there is nothing she can do. Days later and after many failed attempts of calling being on hold for hours only to have the call I dropped I get thru to a guy who said yes I should get a refund but *** is not allowing it, he transferred me to his supervisor who basically said the same thing and then said if you want to change your flight we will charge $300 per person and I agreed, I had found my alternate flight and everything but our call was disconnected, she called me back one time said hello but then the call disconnected again and there was no call back after that. So my flight should have been changed on March 16, before it could be listed as a “no show”. Due to Expedia’s travel consultant and supervisor that was helping me, my request was not fulfilled Now it’s March 17, my flight has departed I obviously did not board this flight due to things which are out of my control; but I’m asked to now pay $600 per person. So now that’s $1200 on top of the $1864 I paid to travel this world class airline who has not provided one bit of relief or service during this time of hardship. I’m very disappointed at the way Expedia has handled things regarding this and how it treats its customers in emergency situation
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I booked flights itinerary #***. *** airlines cancelled flight. As I booked through expedia, *** airlines are unable to assist in refund or re-booking. Expedia says I have flown the return flight. Expedia never notified me that these flights were cancelled. *** airlines emailed on 14mar to notify cancellation. I have been trying to contact expedia every day by phone and through their customer portal with no success. All I want is a credit note so I can book another flight at a later date.
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
Booked a hotel with Expedia for a funeral in idaho, we are traveling from Washington and as of now we are almost fully locked down and the service was cancelled so I tried to use the app to cancel and they said my window to cancel for a full refund was over but when I called hotel they said that's never been their policy they have a window up to three days before, but unfortunately they can't help because we used Expedia to book. I've been trying to contact Expedia for days about this as we are trying to get a full refund ( which we bought the travel insurance as well) so we can use that money to set up another memorial for my late uncle. I want Expedia to honor the hotels policy and not charge me half to cancel when I should be getting a full refund and I can't and won't wait until seven days before my trip for the automated system to stop hanging up on me. I paid $170.00 and Expedia is only trying to pay back $85.00 and say it's the hotels policy which it isn' *** Expedia trying to keep money and hope people won't call the hotel or other places to confirm and to me this is robbery.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because it's theirs website policy that's the sham that tries to take money from those that don't know or have the time to wait around for all the back channels and red tape bs. My mother in law also booked with them but chose to pay when she got to the hotel and they also want to charge her to cancel which makes no sense at all and is against the hotels policy, it's only Expedia policy. So how many people canceled and lost half of their money because they didn't know better or couldn't talk to someone or didn't know how to go through other means or in this pandemic didn't have time to wait and really needed the money now?
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his
hotel reservation. Our records indicate that on February 27, 2020, Mr., or
an authorized user of the Expedia account, self-booked a hotel reservation for
two travelers, under itinerary ***. The hotel stay was at the *** located in Moscow, ID, from April 24, 2020, to April 26, 2020. This
included Travel Protection Hotel Booking Protection provided by ***.On March 19, 2020, Mr. contacted
Expedia inquiring about cancelling his reservation due to the Coronavirus. An
Expedia agent contacted the hotel, who authorized to cancel the reservation
without a penalty. The same Expedia agent processed a refund of $170.00 to Mr.
***’s original form of payment.Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. Expedia does not own or operate any travel related
services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the
policies dictated by the hotel. Additionally,
Expedia’s’ Terms of Use which was agreed to by Mr. at the time of
booking, which expressly states:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority. 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, Michelle ***Corporate Correspondence Team
I booked a vacation with *** in Cancun Mexico. Because of fears over the Corona virus, I was forced to cancel the reservation. The hotel said that if I cancel within 24 hours there would be no cancelation or change fees. Expedia says they do not handle these issues with their partners. *** says the opposite. *** says it is a 3rd party reservation that they can not deal with and have no control over. I have tried desperately to contact expedia at all of their phone numbers say they are currently having technical issues and the call is dropped. When I cancelled my reservation the refund amount due to me was $0. This is several thousand dollars that I am out. The airline company, (***) gave me full credit for the canceled flight.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I had a flight from Frankfurt Germany to IAD (Dulles VA, USA) scheduled for March 14th 2020
The flight was canceled by the airline. I have been trying ti reach Expedia since March 12th 2020, Online, via their IOS App via Chat Online and by telephone. I have not had any success.
My credit card has been billed for the entire trip. Customer service outage over 24 hours is totally not responsible. I understand the current situation is new to everyone, but cancellation processes and procedures should have been in place.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Have not been able to cancel trips with Expedia during the Coronavirus situation. I know situation is very unique but can not call or cancel online as calls drop due to tech difficulties and online forms or cancel buttons do not work. There is no way of contacting someone at Expedia during this breakout to cancel even know I can get hold of the hotel or airline (they advise have to cancel with Expedia)
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Booked flights and hotels with them months ago then this pandemic happened and my destination closed it's border so no flying in and no flying out.So I attempted to reach out to them to cancel multiple times for 6 days already(day and night) either by phone or thru their chat section on their website but getting these technical difficulties and high volumes of call excuses and on 2 occasions intentionally put me on hold for a long time then disconnected me. I filled out the form for refund request and tried to follow up on them multiple times but kept getting the same messages. I called the airlines and hotels to cancel and get refunds but they informed me that they cannot do anything about them as I booked them thru expedia.Most of the hotels I contacted have agreed for refunds but it has to come from expedia (one of the hotel said they have not been paid by expedia). I have spent almost $ 7000.- on these trips and wished that I have reserved them directly thru the airlines and hotels.
I have a trip booked with Expedia that I am trying to cancel due to Corona Virus. The trip is too close to handle on line, I have to call customer service. I have been trying to call since 03/14/2020 and it is 03/18/2020. Either the line is not working or my call gets dropped after an hour wait many times. I can not cancel the plans and I will lose all of my money. This is unacceptable.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Their online system will not allow you to cancel your flight. When you call any of the multiple numbers they have for supposed "customer service", it tells you to cancel on the website. Get your crap together Expedia and allow people to cancel or change flights if required.
Hi, On Feb. 26, 2020 I had purchased a bundle package (Itinerary #***) flight, hotel and ground transportation for March 24 thru March 28 for a family get-away. Last week, we are still decided to go and decided to change our flight to non-stop due to traveling with kids and didn't want to stay in the airport for a long time, so I booked a new flight (Itinerary #***). But now, with all the school being cancelled, businesses are closing and virus quickly spreading around the world we decided to cancel everything. Especially now that me and my husband are both not working due to work being closed and no income. I have been trying to contact Expedia for a couple of days now, I tried chat but I kept getting "All our chat agents are working with other customers right now. Please check back with us in a little while...." I tried a call back request, an Automated call back and then I will be put on hold and after waiting for about 30-45 minutes, calls are dropped without being answered (this happened 3 times). I was also able to get a hold of an agent but since I have the bundle package they had to transfer me to a different department and again being put on hold for 38 minutes, calls are dropped again (this happened 2 times). I tried to contact both of my airlines but couldn't help me since I booked it with Expedia. Please help, this is really frustrating. I loved Expedia and they will see it in my history that I have always used them in the past and been a loyal customer but I didn't know that the customer service was really this terrible.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Travel has been canceled to my destination Ecuador as a result of COVID 19 (Itinerary *** ) , and I have attempted to reach out to Expedia on multiple occasions via chat and telephone and have been unsuccessful . I get a message stating that I should call back " within 7 days of my trip " . I believe that regardless of the circumstances customers deserve to be heard , when I called *** Airlines they did reply to my calls , but were unable to help because I purchased a bundle package from Expedia , if *** Airlines can answer my calls under these circumstances what prevents Expedia from at the least answering my call . I should not have to wait for 7 days prior to my trip , these times are anxious enough . I just want to reschedule now to regain some peace of mind and control over this situation . I am attempting to do this while working in a hospital in the midst of this pandemic . Please help by advocating on my behalf with Expedia to reschedule my flight and hotel .
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
On September 30, 2019, my husband and I booked a room at *** in NYC through Expedia's website in the amount of $1,738.80. Yes, we pushed submit a few times (Expedia thinks this is vital) but our internet is slow, so that's normal for us. On October 21, 2019, Expedia alerted us to fraudulent activity. Come to find out, *** doesn't exist. There is no room. All made up. My husband called *** at *** No luck. Spoke with Expedia on several occasions, no help, claiming we canceled the reservation so too bad. Well, Expedia asked us if we'd like to cancel. Well, why would we say no if there is fraudulent activity and would we continue to book a room that doesn't exist? We trusted Expedia but they aren't helping us in any way with the money we've lost through their website and false advertisement. My husband and I work very hard and save all year. We do not have $1,738.80 to throw away.
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 Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on September 29, 2019, Mrs.
***, or an authorized user of her Expedia account, self-booked a “Pay Later”
hotel reservation using Expedia’s website, under itinerary ***. We
understand she is requesting a refund of this booking due to the listed
concerns.We can confirm this property is no longer listed on Expedia’s
website. As the reservation was a “Pay Later” type, the cost was to be
collected directly by the vendor, and not Expedia. If Mrs. was charged,
we recommend she communicates directly with the merchant about a refund or disputes
the charges per her discretion. Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. Expedia does not own, operate or
otherwise run any hotels. Additionally,
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of
booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not
liable for the acts, errors, omissions, representations, warranties, breaches
or negligence of any such suppliers or for any personal injuries, death,
property damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.Based on the information provided above, Expedia is
unable to issue a refund for this booking.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 29, 2020
Complaint: ***
I am rejecting this response because:
The business that was advertised on Expedia was not a legitimate business. The hotel property doesn't exist. it was only after we had tried to get our money back, and informed Expedia of their lack of oversight regarding scammers on their site, that they removed the listing. all we want is for Expedia to own up to allowing someone to prey on innocent victims visiting their site for help with vacation planning, and give us our money back.
Sincerely
Expedia.com Response
• Apr 03, 2020
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation.While we regret Mrs.’s experience was not as we would
have hoped, as mentioned in our previous response, the reservation was a “Pay
Later” type where the cost was to be collected directly by the vendor, and not
Expedia. Expedia has not collected any charges regarding this booking. If Mrs.
*** was charged, we recommend she communicates directly with the merchant
about a refund, or disputes the charges per her discretion.We thank you for allowing us the opportunity to address the
issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Apr 06, 2020
Complaint: ***
I am rejecting this response because: WE CANNOT CONTACT THE MERCHANT IN QUESTION, BECAUSE THE MERCHANT DOES NOT EXIST. IT WAS FRAUDULENT, AND EXPEDIA ALLOWED THEM ON THEIR SITE. THIS EXPERIENCE HAS CREATED ADDED FINANCIAL AND MENTAL STRESS TO OUR FAMILY DURING THIS VERY DIFFICULT TIME.
I booked a trip through expedia around February 23rd to Philadelphia. The trip was scheduled for March 15, 2020. I tried for 3 days prior to my trip to get in touch with Expedia either by phone or by live chat, but was unsuccessful. I did manage to reach the Hotel (***) who confirmed that they would cancel my reservation and that they would not charge Expedia but I needed to contact Expedia to be reimbursed. I wrote an email to Expedia on March 15 stating these facts but have not heard anything back. The reason for my cancellation is because I had developed some symptoms of the Corona Virus and did not want to take any chances in contaminating anyone. Thank you.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because: I have tried to go on your website to cancel my reservation and request a refund but wasn't able successful. I would like to receive from expedia confirmation that I will definitely be reimbursed within the next 8 weeks.
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com Alaska, 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 her hotel booking. On April 7, 2020, Expedia was able to reach the hotel and
confirmed that they cancelled the reservation without collecting any charges.
We issued a full refund of the booking in the amount of CAD213.73. Please note
that due to the large number of cancellations, it may take up to 30 days for Ms. to receive her hotel refund.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
We bought my daughter a hotel reservation for March 20’ 2020-March 22nd 2020 for Comicon, which was cancelled due to the Coronavirus. We paid 544.00 and according to website will not receive one cent back because it was a special price. First of all we have friends that paid less directly through the hotel. Second of all that is a lot of money to just lose. I have tried to call the company phone numbers which have conveniently been down. Today when I finally did get through to one, I was on hold for 40 minutes just to get disconnected. When I tried back it says the phone lines are down again. We want our money back and I highly doubt after all this that we will ever use this service again.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
my wife and I made reservations to stay at this motel the first part of may. Do to the virus along with our age and heath, and going by what the cdc in atlanta says, we had to cancel our reservations. they canceled our reservations and refuse to give us a refund.
Customer Response
• Apr 08, 2020
We booked thru Expedia. they refused to refund our money.
Expedia.com Response
• May 11, 2020
May 11, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund for the cancelled hotel reservations.
Our records indicate on February 10, 2020, Mrs. *** or an authorized user of the Expedia account self-booked two rooms for one night each at the *** via ***.
After further review on May 11, 2020, Expedia reviewed the Expedia account and there were no calls documented about the customer contacting us in regard to cancelling or COVID19. Expedia reviewed the reservation and it was booked as a non-refundable reservation. The customer cancelled the reservation on March 18, 2020. Expedia emailed the customer the cancellation confirmation which advised there was no refund for cancelling the reservation. 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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Mrs. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• May 12, 2020
Complaint: ***
I am rejecting this response because: When we booked the rooms, we had no idea that a virus would make us cancel the reservations .I am 80 years old and my wife is 78. We are in the age group that is most at risk. Also the state of mt has a stay at home policy in place.. all info put out by the cdc was stay at home. As far as us contacting expedia , we tried at least a dozen times and kept getting the same response.Do to the virus a waiting period of up to 2 hours may be had. You would think a company as large as expdia would have a little respect and fear of the virus and not there bottom line
I have booked a car rental through Expedia as I was going to California to attend an educational course in Orange county. I looked up the cars and booked one. the minute it got booked (itinerary number:***) (confirmation number: ***). My institute had to cancel the classes because of COVID 19 as Orange county has limited people gatherings to 10 only therefore I would not be able to attend the course. I 've tried reaching out to Expedia since morning has been on hold for 45 minutes and someone hangs up my call. This is an unsatisfactory and quite horrendous experience so far. I've called them almost 20 times yet I was not able to get in touch with someone who can help me.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because the response offered by the Expedia Group is more of a generic respond. COVID 19 is a pandemic almost all travel plans are being cancelled its more of a natural response. and I can assume that the Expedia is being over whelmed. Ive been placed on hold with expedia for the last three days their customer service is horrible. The response does not even address my complaint about a refund of my reservation. It just tells me that expedia is a busy company. Honestly speaking as I didnt knew.
President trump has given all these companies an incentive to help people like us. I am suffering from already financial hardship due to COVID 19 yet I havent gotten any response from the.
Sincerely
Expedia.com Response
• Apr 01, 2020
April 1, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
DepartmentRE: Expedia
Case #***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) regarding her flight and hotel reservation.Our records indicate that on March 18, 2020, Mr.
***, or an authorized user of their
Expedia account, self-booked a car reservation for one traveler, using
Expedia’s website, under itinerary ***. The car rental was through ***, located in Los Angeles, CA, from March 29, 2020, to April 11, 2020.
We understand Mr. is requesting a refund, due to the Coronavirus outbreak.Upon receipt on this complaint, I attempted to contact
***, on Mr.’s behalf, and due to limited hours and
closures, I was unable to speak to a live agent.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. At the time Mr. made this booking,
he agreed to the following Expedia Terms of Use:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia 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.Nonetheless, Expedia regrets Mr.’s
experience when contacting Expedia’s customer service center was not as we
would have hoped. On April
1, 2020, Expedia processed
a refund in the amount of $116.92,
back to Mr.’s original
form of payment. Because of the
extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are
processing a high volume of refund requests and refunds are taking a bit longer
than normal. It can take up to two billing cycles for the refund to be
completely processed. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Thank you,Michelle ***Corporate
Correspondence Team
We purchased tickets to Las Vegas with travelers insurance after the state of nevada closed everything down we cancelled our trip we were then told we could get a price voucher for a future trip that travel insurance does not cover any of this and we are out not only our money but the money for insurance to. I’ve tried several times to contact and have been hung up on and offered no assistance at all. I just want my money back not a voucher for a trip I can’t use as I have a job and children I do not travel
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
On Saturday, March 14th I attempted to book a hotel stay in Wisconsin Dells, WI through Expedia. All initial search and booking was correct until the last confirmation page. The confirmation page list a fate different than the date I searched for and was booking for. I attempted to call Expedia Customer Support as soon as the confirmation page loaded and every number I connected to said that they were experiencing technical difficulties and told me to try again. I contacted the hotel who said I would need to change the date with Expedia due to booking through them. I called 3 times-the 1st call waited on hold for 55 minutes, silence for 3 minutes and then it disconnected. The second call for 50 minutes before automatically disconnecting. And the 3rd call for 53 minutes before silence and disconnect. Their chat option would suggest I connect with an agent and tell me due to Coronavirus volume, I should try again later. After returning from my trip, I have been trying to contact Expedia calling twice more and maintaining 3 chat windows that at the time of this complaint, have gone unanswered for 17-19hrs. I paid for Hotel Booking Protection in case the virus disrupted my trip, the dates on the confirmation page were not the dates of my initial search or booking process and I would like refunded the reservation charge, however have not been able to speak to anyone regarding this issue. I understand in the volume and the stress on their systems this virus is causing. But I have been waiting for 19hrs by chat and 6 calls later have an unresolved issue.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased airline tickets through Expedia for travel from South Africa to USA. I am US citizen but also travelling with non-US citizen. Due to travel ban, I was informed by *** Airlines that one leg of my departing flight (London to Philadelphia) has been cancelled as well as one leg of my return flight on *** Airlines. For obvious reasons, I am unable to complete this trip as two of my legs are cancelled. I checked Expedia website and all of the airline websites and I am eligible for an airline credit, but the airlines (***, ***, ***, and ***), all referred me back to Expedia to process my credit. I have spent three days attempting to reach Expedia. Waited on hold via telephone four times from 40 minutes to five hours to be disconnected each time. I attempted to reach Expedia via online chat as well. Three times the chat was intentionally disconnected by service rep when asked if I was still there (after several hours waiting), I replied YES immediately, and the rep said they were disconnecting due to technical issues. My flight leaves in a day and I am still unable to reach anyone. It is incredibly expensive for internet and phone service in South Africa to spend hours trying to reach Expedia and as of today, I have waited online or on phone a total of 14 hours.
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 attempting to contact Expedia since 3/8 to cancel 2 airline tickets I purchased to the UK. Close to 9,000.00 dollars with Travel Ins. I have waited at least 1 to 2 hrs on at least 12 attempts to cancel this travel, this started the day after I purchased them. I had ONE automatic callback that disconnected the minute I answered. All others calls disconnect before any agent picks up. I called ***, they said they had no record of payment and to call Expedia... I understand that they overwhelmed due to this world wide virus, however, This has been ridiculous. I want this travel cancelled and refunded and I have been attempting to do this since March 9. I have all call logs reflecting number of calls and duration of each to Expedia and ***. Again, *** says to call Expedia and also said they can't verify payment type. My *** card was charged. And the 500 dollar travel ins needs to be cancelled as well. Worthless.
April 7, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline reservation.
Upon researching the complaint the customer did not provide an itinerary number and there is no record of an airline reservation under her account. While the email address is linked to an Expedia account, there is no record of an itinerary on her account. We would suggest that the customer provide an itinerary number or email address used when the booking was completed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary you may contact Expedia by phone since our wait times are now much lower. You may submit a previously completed itinerary, itinerary # ***
Sincerely,
Daniel *** Corporate Correspondence Team
There has been NO RESOLUTION to this claim. I would have provided the additional information requested had the emails not gone to SPAM. This problem is exactly what I am talking about *** says call Expedia, they can not find proof of payment. I have repeatedly tried to contact Expedia (Do have the call logs). I have gone thru all the steps that Expedia has online. NO ONE has contacted me. I do understand that the Virus is causing problems but I am not talking about a few hundred dollars, 8,805.50 to be exact on travel to a Country that is closed AND that no one would travel to in July/August. I have been trying since early March to cancel this to no avail.
email addresses: *** or ***. Expedia has been provided the itinerary number in original request. My phone number is
May 12, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is again responding to the consumer complaint from Ms. (***) regarding a flight refund request.
On the original complaint Ms. failed to mention the itinerary number she was referring to. We would like to remind Ms. the booking was made under email address *** and the itinerary number is ***
I have now reviewed the itinerary and contacted the airline. We are able to confirm that the flight reservation is still active. The tickets that were purchased are non-refundable and the airline has not changed or canceled the reservation. If any cancelation is made by the airline in the coming weeks they would then provide change or refund options. The insurance portion has been canceled by Ms..
We are unable to provide any additional refunds that are not authorized by the airline. During the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
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.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com 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.com Companies and the Expedia.com 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 that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
I reject Expedia's response. I can not not just cancel the tickets, I must wait for Expedia's/Airline's to cancel them. Expedia has made no attempt to contact me in person after many, many attempts to reach them. My travel was to commence 7/30. All other travel prepays etc have been refunded EXCEPT Expedia. Scotland is not accepting tourists at all....till possibly October and most likely this order will be extended. All celebrations and tourism activities have been cancelled. Again, we are talking over 8,000K in airfare that I paid, for a trip that is not going to happen do to Covid19. No one should have to go through this kind of hoops to get their money returned. Expedia best review what our government has ordered in regards to Airfare, refundable or not. I do not want this issue closed till my airfare is refunded.
I booked a ticket on March 7 2020 for me and my elderly mother to travel to India on March 17, 2020 thru *** airlines for my cousins wedding. Days after this on March 11, 2020 India announced a travel ban due to the coronavirus, so we were no longer eligible to enter the country. Our flight date was March 17, 2020. Originally after hearing the news about the Indian government canceling visas I called Expedia and waited for 3 hours to speak to someone, I initially wanted a refund and the representative told me I would have to follow the airlines policy so I check *** website and it’s posted that they are waiving all fees for tickets booked until March 31. But she explained to me that they have given Expedia different instructions and at the moment there is nothing she can do. Days later and after many failed attempts of calling being on hold for hours only to have the call I dropped I get thru to a guy who said yes I should get a refund but *** is not allowing it, he transferred me to his supervisor who basically said the same thing and then said if you want to change your flight we will charge $300 per person and I agreed, I had found my alternate flight and everything but our call was disconnected, she called me back one time said hello but then the call disconnected again and there was no call back after that. So my flight should have been changed on March 16, before it could be listed as a “no show”. Due to Expedia’s travel consultant and supervisor that was helping me, my request was not fulfilled Now it’s March 17, my flight has departed I obviously did not board this flight due to things which are out of my control; but I’m asked to now pay $600 per person. So now that’s $1200 on top of the $1864 I paid to travel this world class airline who has not provided one bit of relief or service during this time of hardship. I’m very disappointed at the way Expedia has handled things regarding this and how it treats its customers in emergency situation
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I booked flights itinerary #***. *** airlines cancelled flight. As I booked through expedia, *** airlines are unable to assist in refund or re-booking. Expedia says I have flown the return flight. Expedia never notified me that these flights were cancelled. *** airlines emailed on 14mar to notify cancellation. I have been trying to contact expedia every day by phone and through their customer portal with no success. All I want is a credit note so I can book another flight at a later date.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Booked a hotel with Expedia for a funeral in idaho, we are traveling from Washington and as of now we are almost fully locked down and the service was cancelled so I tried to use the app to cancel and they said my window to cancel for a full refund was over but when I called hotel they said that's never been their policy they have a window up to three days before, but unfortunately they can't help because we used Expedia to book. I've been trying to contact Expedia for days about this as we are trying to get a full refund ( which we bought the travel insurance as well) so we can use that money to set up another memorial for my late uncle. I want Expedia to honor the hotels policy and not charge me half to cancel when I should be getting a full refund and I can't and won't wait until seven days before my trip for the automated system to stop hanging up on me. I paid $170.00 and Expedia is only trying to pay back $85.00 and say it's the hotels policy which it isn' *** Expedia trying to keep money and hope people won't call the hotel or other places to confirm and to me this is robbery.
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's theirs website policy that's the sham that tries to take money from those that don't know or have the time to wait around for all the back channels and red tape bs. My mother in law also booked with them but chose to pay when she got to the hotel and they also want to charge her to cancel which makes no sense at all and is against the hotels policy, it's only Expedia policy. So how many people canceled and lost half of their money because they didn't know better or couldn't talk to someone or didn't know how to go through other means or in this pandemic didn't have time to wait and really needed the money now?
Sincerely
April 7, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his
hotel reservation. Our records indicate that on February 27, 2020, Mr., or
an authorized user of the Expedia account, self-booked a hotel reservation for
two travelers, under itinerary ***. The hotel stay was at the *** located in Moscow, ID, from April 24, 2020, to April 26, 2020. This
included Travel Protection Hotel Booking Protection provided by ***.On March 19, 2020, Mr. contacted
Expedia inquiring about cancelling his reservation due to the Coronavirus. An
Expedia agent contacted the hotel, who authorized to cancel the reservation
without a penalty. The same Expedia agent processed a refund of $170.00 to Mr.
***’s original form of payment.Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. Expedia does not own or operate any travel related
services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the
policies dictated by the hotel. Additionally,
Expedia’s’ Terms of Use which was agreed to by Mr. at the time of
booking, which expressly states:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority. 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, Michelle ***Corporate Correspondence Team
I booked a vacation with *** in Cancun Mexico. Because of fears over the Corona virus, I was forced to cancel the reservation. The hotel said that if I cancel within 24 hours there would be no cancelation or change fees. Expedia says they do not handle these issues with their partners. *** says the opposite. *** says it is a 3rd party reservation that they can not deal with and have no control over. I have tried desperately to contact expedia at all of their phone numbers say they are currently having technical issues and the call is dropped. When I cancelled my reservation the refund amount due to me was $0. This is several thousand dollars that I am out. The airline company, (***) gave me full credit for the canceled 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
I had a flight from Frankfurt Germany to IAD (Dulles VA, USA) scheduled for March 14th 2020
The flight was canceled by the airline. I have been trying ti reach Expedia since March 12th 2020, Online, via their IOS App via Chat Online and by telephone. I have not had any success.
My credit card has been billed for the entire trip. Customer service outage over 24 hours is totally not responsible. I understand the current situation is new to everyone, but cancellation processes and procedures should have been in place.
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
Have not been able to cancel trips with Expedia during the Coronavirus situation. I know situation is very unique but can not call or cancel online as calls drop due to tech difficulties and online forms or cancel buttons do not work. There is no way of contacting someone at Expedia during this breakout to cancel even know I can get hold of the hotel or airline (they advise have to cancel with Expedia)
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Booked flights and hotels with them months ago then this pandemic happened and my destination closed it's border so no flying in and no flying out.So I attempted to reach out to them to cancel multiple times for 6 days already(day and night) either by phone or thru their chat section on their website but getting these technical difficulties and high volumes of call excuses and on 2 occasions intentionally put me on hold for a long time then disconnected me. I filled out the form for refund request and tried to follow up on them multiple times but kept getting the same messages. I called the airlines and hotels to cancel and get refunds but they informed me that they cannot do anything about them as I booked them thru expedia.Most of the hotels I contacted have agreed for refunds but it has to come from expedia (one of the hotel said they have not been paid by expedia). I have spent almost $ 7000.- on these trips and wished that I have reserved them directly thru the airlines and hotels.
I have a trip booked with Expedia that I am trying to cancel due to Corona Virus. The trip is too close to handle on line, I have to call customer service. I have been trying to call since 03/14/2020 and it is 03/18/2020. Either the line is not working or my call gets dropped after an hour wait many times. I can not cancel the plans and I will lose all of my money. This is unacceptable.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Their online system will not allow you to cancel your flight. When you call any of the multiple numbers they have for supposed "customer service", it tells you to cancel on the website. Get your crap together Expedia and allow people to cancel or change flights if required.
Hi, On Feb. 26, 2020 I had purchased a bundle package (Itinerary #***) flight, hotel and ground transportation for March 24 thru March 28 for a family get-away. Last week, we are still decided to go and decided to change our flight to non-stop due to traveling with kids and didn't want to stay in the airport for a long time, so I booked a new flight (Itinerary #***). But now, with all the school being cancelled, businesses are closing and virus quickly spreading around the world we decided to cancel everything. Especially now that me and my husband are both not working due to work being closed and no income. I have been trying to contact Expedia for a couple of days now, I tried chat but I kept getting "All our chat agents are working with other customers right now. Please check back with us in a little while...." I tried a call back request, an Automated call back and then I will be put on hold and after waiting for about 30-45 minutes, calls are dropped without being answered (this happened 3 times). I was also able to get a hold of an agent but since I have the bundle package they had to transfer me to a different department and again being put on hold for 38 minutes, calls are dropped again (this happened 2 times). I tried to contact both of my airlines but couldn't help me since I booked it with Expedia. Please help, this is really frustrating. I loved Expedia and they will see it in my history that I have always used them in the past and been a loyal customer but I didn't know that the customer service was really this terrible.
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
Travel has been canceled to my destination Ecuador as a result of COVID 19 (Itinerary *** ) , and I have attempted to reach out to Expedia on multiple occasions via chat and telephone and have been unsuccessful . I get a message stating that I should call back " within 7 days of my trip " . I believe that regardless of the circumstances customers deserve to be heard , when I called *** Airlines they did reply to my calls , but were unable to help because I purchased a bundle package from Expedia , if *** Airlines can answer my calls under these circumstances what prevents Expedia from at the least answering my call . I should not have to wait for 7 days prior to my trip , these times are anxious enough . I just want to reschedule now to regain some peace of mind and control over this situation . I am attempting to do this while working in a hospital in the midst of this pandemic . Please help by advocating on my behalf with Expedia to reschedule my flight and hotel .
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
On September 30, 2019, my husband and I booked a room at *** in NYC through Expedia's website in the amount of $1,738.80. Yes, we pushed submit a few times (Expedia thinks this is vital) but our internet is slow, so that's normal for us. On October 21, 2019, Expedia alerted us to fraudulent activity. Come to find out, *** doesn't exist. There is no room. All made up. My husband called *** at *** No luck. Spoke with Expedia on several occasions, no help, claiming we canceled the reservation so too bad. Well, Expedia asked us if we'd like to cancel. Well, why would we say no if there is fraudulent activity and would we continue to book a room that doesn't exist? We trusted Expedia but they aren't helping us in any way with the money we've lost through their website and false advertisement. My husband and I work very hard and save all year. We do not have $1,738.80 to throw away.
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 Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on September 29, 2019, Mrs.
***, or an authorized user of her Expedia account, self-booked a “Pay Later”
hotel reservation using Expedia’s website, under itinerary ***. We
understand she is requesting a refund of this booking due to the listed
concerns.We can confirm this property is no longer listed on Expedia’s
website. As the reservation was a “Pay Later” type, the cost was to be
collected directly by the vendor, and not Expedia. If Mrs. was charged,
we recommend she communicates directly with the merchant about a refund or disputes
the charges per her discretion. Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. Expedia does not own, operate or
otherwise run any hotels. Additionally,
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of
booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not
liable for the acts, errors, omissions, representations, warranties, breaches
or negligence of any such suppliers or for any personal injuries, death,
property damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.Based on the information provided above, Expedia is
unable to issue a refund for this booking.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The business that was advertised on Expedia was not a legitimate business. The hotel property doesn't exist. it was only after we had tried to get our money back, and informed Expedia of their lack of oversight regarding scammers on their site, that they removed the listing. all we want is for Expedia to own up to allowing someone to prey on innocent victims visiting their site for help with vacation planning, and give us our money back.
Sincerely
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation.While we regret Mrs.’s experience was not as we would
have hoped, as mentioned in our previous response, the reservation was a “Pay
Later” type where the cost was to be collected directly by the vendor, and not
Expedia. Expedia has not collected any charges regarding this booking. If Mrs.
*** was charged, we recommend she communicates directly with the merchant
about a refund, or disputes the charges per her discretion.We thank you for allowing us the opportunity to address the
issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: WE CANNOT CONTACT THE MERCHANT IN QUESTION, BECAUSE THE MERCHANT DOES NOT EXIST. IT WAS FRAUDULENT, AND EXPEDIA ALLOWED THEM ON THEIR SITE. THIS EXPERIENCE HAS CREATED ADDED FINANCIAL AND MENTAL STRESS TO OUR FAMILY DURING THIS VERY DIFFICULT TIME.
Sincerely
I booked a trip through expedia around February 23rd to Philadelphia. The trip was scheduled for March 15, 2020. I tried for 3 days prior to my trip to get in touch with Expedia either by phone or by live chat, but was unsuccessful. I did manage to reach the Hotel (***) who confirmed that they would cancel my reservation and that they would not charge Expedia but I needed to contact Expedia to be reimbursed. I wrote an email to Expedia on March 15 stating these facts but have not heard anything back. The reason for my cancellation is because I had developed some symptoms of the Corona Virus and did not want to take any chances in contaminating anyone. Thank you.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: I have tried to go on your website to cancel my reservation and request a refund but wasn't able successful. I would like to receive from expedia confirmation that I will definitely be reimbursed within the next 8 weeks.
Sincerely
April 7, 2020Revdex.com Alaska, 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 her hotel booking. On April 7, 2020, Expedia was able to reach the hotel and
confirmed that they cancelled the reservation without collecting any charges.
We issued a full refund of the booking in the amount of CAD213.73. Please note
that due to the large number of cancellations, it may take up to 30 days for Ms. to receive her hotel refund.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
We bought my daughter a hotel reservation for March 20’ 2020-March 22nd 2020 for Comicon, which was cancelled due to the Coronavirus. We paid 544.00 and according to website will not receive one cent back because it was a special price. First of all we have friends that paid less directly through the hotel. Second of all that is a lot of money to just lose. I have tried to call the company phone numbers which have conveniently been down. Today when I finally did get through to one, I was on hold for 40 minutes just to get disconnected. When I tried back it says the phone lines are down again. We want our money back and I highly doubt after all this that we will ever use this service again.
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
my wife and I made reservations to stay at this motel the first part of may. Do to the virus along with our age and heath, and going by what the cdc in atlanta says, we had to cancel our reservations. they canceled our reservations and refuse to give us a refund.
We booked thru Expedia. they refused to refund our money.
May 11, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a refund for the cancelled hotel reservations.
Our records indicate on February 10, 2020, Mrs. *** or an authorized user of the Expedia account self-booked two rooms for one night each at the *** via ***.
After further review on May 11, 2020, Expedia reviewed the Expedia account and there were no calls documented about the customer contacting us in regard to cancelling or COVID19. Expedia reviewed the reservation and it was booked as a non-refundable reservation. The customer cancelled the reservation on March 18, 2020. Expedia emailed the customer the cancellation confirmation which advised there was no refund for cancelling the reservation. 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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Mrs. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the request for refund. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: When we booked the rooms, we had no idea that a virus would make us cancel the reservations .I am 80 years old and my wife is 78. We are in the age group that is most at risk. Also the state of mt has a stay at home policy in place.. all info put out by the cdc was stay at home. As far as us contacting expedia , we tried at least a dozen times and kept getting the same response.Do to the virus a waiting period of up to 2 hours may be had. You would think a company as large as expdia would have a little respect and fear of the virus and not there bottom line
Sincerely
I have booked a car rental through Expedia as I was going to California to attend an educational course in Orange county. I looked up the cars and booked one. the minute it got booked (itinerary number:***) (confirmation number: ***). My institute had to cancel the classes because of COVID 19 as Orange county has limited people gatherings to 10 only therefore I would not be able to attend the course. I 've tried reaching out to Expedia since morning has been on hold for 45 minutes and someone hangs up my call. This is an unsatisfactory and quite horrendous experience so far. I've called them almost 20 times yet I was not able to get in touch with someone who can help 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 the response offered by the Expedia Group is more of a generic respond. COVID 19 is a pandemic almost all travel plans are being cancelled its more of a natural response. and I can assume that the Expedia is being over whelmed. Ive been placed on hold with expedia for the last three days their customer service is horrible. The response does not even address my complaint about a refund of my reservation. It just tells me that expedia is a busy company. Honestly speaking as I didnt knew.
President trump has given all these companies an incentive to help people like us. I am suffering from already financial hardship due to COVID 19 yet I havent gotten any response from the.
Sincerely
April 1, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
DepartmentRE: Expedia
Case #***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case
number ***) regarding her flight and hotel reservation.Our records indicate that on March 18, 2020, Mr.
***, or an authorized user of their
Expedia account, self-booked a car reservation for one traveler, using
Expedia’s website, under itinerary ***. The car rental was through ***, located in Los Angeles, CA, from March 29, 2020, to April 11, 2020.
We understand Mr. is requesting a refund, due to the Coronavirus outbreak.Upon receipt on this complaint, I attempted to contact
***, on Mr.’s behalf, and due to limited hours and
closures, I was unable to speak to a live agent.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. At the time Mr. made this booking,
he agreed to the following Expedia Terms of Use:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia 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.Nonetheless, Expedia regrets Mr.’s
experience when contacting Expedia’s customer service center was not as we
would have hoped. On April
1, 2020, Expedia processed
a refund in the amount of $116.92,
back to Mr.’s original
form of payment. Because of the
extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are
processing a high volume of refund requests and refunds are taking a bit longer
than normal. It can take up to two billing cycles for the refund to be
completely processed. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Thank you,Michelle ***Corporate
Correspondence Team
We purchased tickets to Las Vegas with travelers insurance after the state of nevada closed everything down we cancelled our trip we were then told we could get a price voucher for a future trip that travel insurance does not cover any of this and we are out not only our money but the money for insurance to. I’ve tried several times to contact and have been hung up on and offered no assistance at all. I just want my money back not a voucher for a trip I can’t use as I have a job and children I do not travel
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
On Saturday, March 14th I attempted to book a hotel stay in Wisconsin Dells, WI through Expedia. All initial search and booking was correct until the last confirmation page. The confirmation page list a fate different than the date I searched for and was booking for. I attempted to call Expedia Customer Support as soon as the confirmation page loaded and every number I connected to said that they were experiencing technical difficulties and told me to try again. I contacted the hotel who said I would need to change the date with Expedia due to booking through them. I called 3 times-the 1st call waited on hold for 55 minutes, silence for 3 minutes and then it disconnected. The second call for 50 minutes before automatically disconnecting. And the 3rd call for 53 minutes before silence and disconnect. Their chat option would suggest I connect with an agent and tell me due to Coronavirus volume, I should try again later. After returning from my trip, I have been trying to contact Expedia calling twice more and maintaining 3 chat windows that at the time of this complaint, have gone unanswered for 17-19hrs. I paid for Hotel Booking Protection in case the virus disrupted my trip, the dates on the confirmation page were not the dates of my initial search or booking process and I would like refunded the reservation charge, however have not been able to speak to anyone regarding this issue. I understand in the volume and the stress on their systems this virus is causing. But I have been waiting for 19hrs by chat and 6 calls later have an unresolved issue.
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