I had booked my travel ticket with expedia from chicago to india on 7-Feb-2020. I was planning to travel with my 2.5 year old daughter. Due to the coronavirus outbreak I decided to cancel my flight for me and my child's safety. The expedia group has refunded me only 636.95$. The total expense on the ticket was 1893.90. I have repetedly asked them to consider my case and issue atleast airline credit. I have lost two third of the booking amount. At such a tough time were life and finances are getting impacted, my plea has been disregarded. I request you to please consider my complaint
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
• Apr 07, 2020
I acknowledge the fact that there might be delay in responding to my case.Upon reaching out to the customer service the response that I got was that there can not be much done to waiver off the amount that was deducted in my case.There are tough times ahead for everyone.What I am asking is to at least give me airline or expedia credit for the deducted amount.I have invested $1893 and the amount refunded was only $636.96.I have lost $1256.04.This is more than what expedia deducts per itinerary, which is 675$.
This is rather unfair and I think expedia should take some responsibility and consider my case for refund or airline credit.
Regards
Expedia.com Response
• May 11, 2020
May 11, 2020
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a full refund for the cancelled flights and not just a portion of her original charged amount.
Our records indicate on March 5, 2020, the customer called to cancel. Our representative advised the cancellation policy and advised that *** Airways has a cancellation fee is $355. Our representative sent the customer an email advising the reservation was cancelled and the refund would be $636.95 after the $355 cancellation fee. The email also advised a lost value on the second ticket since the base fare of the ticket is less than the cancellation fee. The base fare was $272.00 and cancel fee is $355.00, no refund and *** Airways dos no offer an airline credit.
We can confirm from March 9, 2020 through April 6, 2020, numerous emails were sent from the customer to Expedia asking if we would verify with the airline if there was a better option. Expedia replied asking that our contact center be called for assistance.
On May 1, 2020, the customer called requesting a refund for the remaining amount of the tickets. Our representative reviewed the airline record and advised a refund has been issued for $636.95. Advising the ticket was originally $991.95 and *** Airway charged a cancellation fee of $355.00.
After further review on May 11, 2020, Expedia reviewed the *** Airway reservation and the tickets were cancelled on March 6, 2020. A refund was processed for $636.95; the original ticket was $991.95 less the $355.00 cancellation fee. The child’s ticket was not refunded since the base fare of the ticket was less than the $355.00 cancellation penalty. *** Airways does not allow an airline credit for the ticket since it is considered a lost value.
We understand that you are dissatisfied with receiving a partial refund versus a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to airline fare rules. We recognize that an airline partial refund may not be what you were looking for but having agreed to the cancellation of the tickets Expedia Group must follow the airline policies.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand that we must adhere to the policies dictated by the airline. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. 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. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I purchased vacation/flight package to the Bahamas ( flying from Boston) via Expedia on 2/3/20 including a travel protection vacation waiver for 2 people for a grant total of $2177.62
My trip was supposed to be from March 25th thru March 30th However, I ( like many Americans) cannot travel now due to the travel restrictions placed at the federal and state (RI) level due to the CV-19 Pandemic. I have been trying for 5 days straight to get in touch with Expedia to change/cancel my trip but cannot get anyone on the phone, I have called at least 20 times at all different hours and I get 1 of the following outcomes each time:
the line drops after 45 mins or so OR
I get a "technical difficulties" recorded message that asks me to try again later....
I even called the hotel directly ( ***) and was told that they can process a refund but it HAS TO COME FROM EXPEDIA... I am at a loss on what to do as I cannot get in touch with a live agent!
I was able to cancel the flights ( sort of) *** issued me a credit but *** made me fill out a claims form with no definitive outcome given...I was able "cancel" these flights using the self service options available.... however...THERE IS NO SELF SERVICE OPTION TO CANCEL/CHANGE HOTEL RESERVATIONS on EXPEDIA...
So, I am now STUCK WITH A $2,100+bill..
this is totally 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.
I have been attempting for THREE DAYS to cancel this flight which leaves in less than 24 hours.
This flight falls under *** improved refund/credit policy, so this should be done without any fee or charge.
Note that if I had booked this through ***, I could cancel it online in about 30 seconds. Because of Expedia's terrible IT infrastructure and policies, they make you speak to a representative which is why their company is drowning in requests.
Expedia.com Response
• Apr 01, 2020
April
1, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
Revdex.com,Thank
you for taking the time to contact Expedia 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. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding a flight cancellation request. Upon additional review it was verified
that Mr. booked the reservation in question, itinerary ***, with ***
*** and not via Expedia.com. We have worked with our *** team to provide
the following details on this issue. While the reservation is non-refundable, as per *** policy this
reservation is eligible for a future travel credit due to the reservation not
being utilized as booked. The following Future Travel Credit information is
being held for Mr. and his traveling companion to be utilized as outlined
below.
Number
of Passengers: 2Amount
of Credit per person: $696.80Change
fee: Waived by *** Travel
must be completed by December 31, 2020FTC
can be used for a new booking with *** Again,
we thank you for allowing us the opportunity to address the issues that were
brought to our attention. If Mr.
has any further questions or concerns regarding this matter or when Mr.
would like to use his FTC, he can contact *** directly at 888-***. Sincerely,Michelle *** Supervisor DeskTell us why here...
Customer Response
• Apr 01, 2020
Complaint: ***
I am rejecting this response because:
I have tried verifying the credits this agent says have been given to me, but the *** website states these can't be canceled or used. So it's unclear where this "credit" is -- is it in expedia's systems? How do I use this credit? Do I have to call Expedia to make a booking which is not currently possible? Last time I called *** they told me they were not able to help me with this ticket or the funds involved directly and that I have to go through expedia, which, again, is not possible. (See attached images for the errors I received.)
Second, the expiration date is more restrictive than promised by *** -- is that intentional, or a mixup? *** promises to allow travel through 2021-02-28.
Also to your point of Expedia.com vs *** Travel, how is that relevant? I filed a complaint because Expedia is incompetent and caused me to lose money due to their inability to properly run a business (it's been a month and you're still unable to answer support requests nor have you done much to try to make the situation better or put your customer's minds to rest). I didn't file a complaint against "Expedia.com", I filed a complaint against EXPEDIA.
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020 Revdex.com Revdex.com Northwest Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia 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. We are disheartened the
customer felt their concerns, were not resolved adequately by our company prior
to seeking further actions from you. We are responding to the consumer complaint from ***, Revdex.com case number
*** regarding a flight cancellation request. As previously mentioned, Mr. booked this reservation through ***
***. As such. Expedia.com will not have record of this booking nor
can they assist with the reservation. The credit, for future use with ***,
can be used by Mr. and his traveling companion by contacting ***
*** directly once he would like to use the credit. We apologize for any confusion
caused by viewing the *** website. As the reservation was not booked
with them directly, the flight could not be cancelled on their site. However,
we can assure Mr. that he holds a future travel credit as outlined in
our previous response to be used within the validity period provided. We have again reviewed the policy as outlined
with *** for the fare purchased by Mr. and can confirm that
travel must be completed by December 31, 2020 in order for the change fee to be
waived. If Mr. would like to
travel past December 31, 2020, the normal change fee policy of ***
will be assessed, and travel will need to be completed by one year from the
original purchase date. Again, if Mr. has any further questions or concerns regarding this
matter or when Mr. would like to use his FTC, he can contact ***
*** directly at 888-***. Sincerely, Michelle *** Supervisor Desk Tell us why here...
Customer Response
• Apr 10, 2020
I am not confused about ***'s policy, as evident by the screen shots of ***'s policy I included. Please provide anything from *** stating the date you mention.
Additionally, since my flight was cancelled by the airline I am entitled to a refund, not a credit. This has also been reasserted as a right by the US Department of Transportation.
Finally, telling me to call a phone line you know is impossible to get through on is insulting and disrespectful.
Please let me know if you intend to violate federal law by not refunding me, or when to expect my refund.
Due to the Coronavirus outbreak my plans have been canceled, so I've been going through to cancel the travel plans I setup. I have been attempting to contact Expedia repeatedly. I've been on hold for over a half an hour and the call was dropped by expedia. This has happened multiple times. I will immediately attempt to get back in their queue however the call won't connect. When it finally connects I spend another half an hour on hold only for the call to be dropped again. Expedia claims I can cancel online- However, this is not possible if your flight is within the next 7 days. My flight is in 2 days. I have purchased travel insurance, and even attempted to cancel directly through the airline. However, since I booked through expedia I have to cancel through them. I want it on record that I've been trying to cancel and also have travel insurance for emergency situations just like this.
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 finally got through to Cancel my reservation on early Monday morning. My reservation was to leave *** March 17 a.m.. I am a heart patient with cardiovascular disease and a defibrillator pacemaker implant. Due to the virus it didn’t seem wise to travel. The car rental was canceled and The car rental fee was credited to my credit card account. The flight reservation was not credited but supposedly given a credit for a future travel. The Opportunity to visit friends and relatives during the winter in Florida will have passed. Tried the refund process on American Airlines system but it appears my actual reservation wasn’t canceled from their system. One would think the ethical result of my cancellation would be a refund not a credit for a future travel. It’s impossible to talk to anyone about this.
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 flights and a hotel reservation for me and my family. I wanted to change the dates due to the COVID-19 outbreak in the bay area to keep safe my family from any possible spread to my country, after trying everyday at all times without an answer and I found myself with the only option of canceling my hotel with no support at all from customer service, also not getting a full refund, also I had to cancel my destination flight and I was only able to change the day for my return flight in the website. I had been trying the phone and website for over a week, it has been extremely frustrating and upsetting that they haven't take any of my calls or even though a loyal customer for years. They also suppose to give you support if you have your trip within the next 7 days and so far I did not get any help
Also, I did not approve to run my card on the last update to my trip I approve the total of change but not to run my card. I also called the hotel trying to do it myself and they said changes could be done without charge but it needed to be done through Expedia, sadly they just never took my call or I would have a chance to keep my reservation and flights for further time.
Me and many other Expedia costumers have been unable to contact customer service to process any changes. The phone line is off and they ensure you can process your changes online and the website only circles back and gave you a phone number that doesn't answer neither. *** and *** are full of complaints of people as me trying to get some help from Expedia.
I have always use Expedia as my favorite booking place and I really hope they take the care and time to hear our needs and don't shut down the doors of the customer service to us in these times.
Kind regards,
*** I had flights and a hotel reservation for me and my family. I wanted to change the dates due to the COVID-19 outbreak in the bay area to keep safe my family from any possible spread to my country, after trying every day at all times without an answer and I found myself with the only option of canceling my hotel with no support at all from customer service, also not getting a full refund, also I had to cancel my destination flight and I was only able to change the day for my return flight in the website. I had been trying the phone and website for over a week, it has been extremely frustrating and upsetting that they haven't take any of my calls or even though a loyal customer for years. They also suppose to give you support if you have your trip within the next 7 days and so far I did not get any help
Also, I did not approve to run my card on the last update to my trip I approve the total of change but not to run my card. I also called the hotel trying to do it myself and they said changes could be done without charge but it needed to be done through Expedia, sadly they just never took my call or I would have a chance to keep my reservation and flights for further time.
I and many other Expedia costumers have been unable to contact customer service to process any changes. The phone line is off and they ensure you can process your changes online and the website only circles back and gave you a phone number that doesn't answer neither. *** and *** are full of complaints of people as me trying to get some help from Expedia.
I have always use Expedia as my favorite booking place and I hope they take the care and time to hear our needs and don't shut down the doors of the customer service to us in these times.
Kind regards
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 30, 2020
Complaint: ***
I am rejecting this response because: I got a quick hold with Expedia and I did not receive an email confirmation for claim that I summited with them for the hotel and they had me in a forever hold to help with my flight and at the end they disconnect the call, I kept trying but they haven't help yet. I have a case number for my hotel case but have had no response yet ***. Thanks for helping and taking the care.
Sincerely
Expedia.com Response
• Apr 05, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding a hotel and flight itinerary.
Our records indicate/reflect two cancelled rooms at the *** checking in on March 20,2020 and check out
on March 23,2020. A flight reservation with combined one way fares from San Francisco
(***) to Ixtapa (***) departing on March 20,2020 with ***, and returning June
14,2020 from Guadalajara (***) to San Francisco (***). We understand *** is requesting a refund of $529.46 for the hotel,
and $205 for a portion of the flights.
*** is offering flight credit to be used for future travel for
itinerary ***. The new
flights must be re-booked no later than May 31,2022, and new travel must originate
on/before May 31,2022. On March 19, a change was made to the return flight with
Interjet from April 1 to June 14.
On March 18, itinerary *** was cancelled online initiated by
the customer. A total refund was processed for $983.38. A remaining balance of
$529.46 was penalized due to the hotel policy as follows:
Cancellations or changes made after 1:00 PM local
hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1
night(s) plus taxes and fees.
We are
currently waiting for an email for approval by the hotel and will contact
*** via email when we receive a response.
*** will
honor a future travel credit while the change for Interjet has been successful,
it may be possible to change to a later date and ask to give Expedia a call
before June 14 to make any modifications to the flights.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
My friend and I have been trying to contact expedia.com for the past 5 days in order to cancel our flight to Georgia. We were supposed to leave Thursday, March 19th and return on Monday, March 23rd. As of Saturday, March 14th, 2020 we decided it was safer to cancel the trip due to COVOID19. We live in Pennsylvania and we are under quarantine.
Since Saturday evening on March 14th we have called numerous times-- sat on hold for hours at a time only to be disconnected. We tried the online chat portal but when we clicked that we had a package bundle "flight & hotel" it told us we needed to speak to an agent; who were all busy assisting others -- try again. We also sent emails to different email addresses we found to try and get through to them since the days were flying by. Last night I was given the chat message at 7:18pm saying that someone would be with me in "about 5 hours" well I stayed up until 2am and no one ever responded. I checked again this morning and still nothing.
In desperation we called the hotel we were supposed to stay in and warned them that we would not be there but that expedia.com just has not helped us. The hotel told us we could only cancel through expedia- since that is where we booked, and it needed to be by this morning or their 24 hour refund period would expire.
We went on expedia again this morning (March 18th,2020) and canceled the hotel only (even though we have a bundle deal) - the expedia website still said the room would not be refunded-- even though the hotel told us otherwise when we called them. Also, we were no longer able to cancel the flight online -- it told us to contact customer service. We have spent all of today reaching out again -- still nothing!
We want a full refund on our flight & hotel issued to us ASAP. We understand they are busy but this is a disgrace. It is a lot of money to be loosing just because expedia would not get back to us.
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.
Expedia.com disabled their website, virtual assistant and three telephone lines preventing anyone from requesting cancellations. I patiently waited and checked every day for 7 days in a row for a notice that a form had been created for people to request refunds due to the virus. I purchased a roundtrip ticket and insurance through this company and 4 of 5 people who identified as representatives stated to me that I could receive a full refund of both the round trip ticket and the cancellation insurance. This company never sent me emails confirming anything they verbally agreed to do for me. I have a voicemail from the original person named Kevin who left me a voicemail that since his company disconnected the line he could not process the claim refunds and would have to call back and be done while I was over the phone. They would later tell me that they had no record of such a person nor Rose or Cathy who I called to assist me.
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding a flight reservation.
Our
records indicate/reflect a cancelled round-trip fare with *** Airlines from
Chicago (***) to Jacksonville (***) departing March 27,2020 and returning March
29, 2020. We understand *** is requesting a
refund.
Our
records reflect two refunds processed on March 19,2020 for $90.81 and $19.00
for a total of $109.81. The refunds were processed due to an Expedia representative
named Kevin promising a refund due to *** Airlines schedule change.
At this time Expedia cannot process any further refunds as Mr.
*** has already been refunded for itinerary ***.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 04, 2020
Complaint: ***
I am rejecting this response because:
This business only issued a refund bc they were caught lying 4 times wherein I had documentation proving they had lied. This company should be ethically ashamed and held accountable for its continued manipulation of consumers and using this pandemic as an excuse for their poor business practices. The money aside that was fairly owed back to me, I feel they should be he reprimanded for this type of scamming.
Sincerely
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.
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
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
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
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.
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
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.
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.
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.
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.
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
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.
I had booked my travel ticket with expedia from chicago to india on 7-Feb-2020. I was planning to travel with my 2.5 year old daughter. Due to the coronavirus outbreak I decided to cancel my flight for me and my child's safety. The expedia group has refunded me only 636.95$. The total expense on the ticket was 1893.90. I have repetedly asked them to consider my case and issue atleast airline credit. I have lost two third of the booking amount. At such a tough time were life and finances are getting impacted, my plea has been disregarded. I request you to please consider my complaint
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 acknowledge the fact that there might be delay in responding to my case.Upon reaching out to the customer service the response that I got was that there can not be much done to waiver off the amount that was deducted in my case.There are tough times ahead for everyone.What I am asking is to at least give me airline or expedia credit for the deducted amount.I have invested $1893 and the amount refunded was only $636.96.I have lost $1256.04.This is more than what expedia deducts per itinerary, which is 675$.
This is rather unfair and I think expedia should take some responsibility and consider my case for refund or airline credit.
Regards
May 11, 2020
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. would like a full refund for the cancelled flights and not just a portion of her original charged amount.
Our records indicate on March 5, 2020, the customer called to cancel. Our representative advised the cancellation policy and advised that *** Airways has a cancellation fee is $355. Our representative sent the customer an email advising the reservation was cancelled and the refund would be $636.95 after the $355 cancellation fee. The email also advised a lost value on the second ticket since the base fare of the ticket is less than the cancellation fee. The base fare was $272.00 and cancel fee is $355.00, no refund and *** Airways dos no offer an airline credit.
We can confirm from March 9, 2020 through April 6, 2020, numerous emails were sent from the customer to Expedia asking if we would verify with the airline if there was a better option. Expedia replied asking that our contact center be called for assistance.
On May 1, 2020, the customer called requesting a refund for the remaining amount of the tickets. Our representative reviewed the airline record and advised a refund has been issued for $636.95. Advising the ticket was originally $991.95 and *** Airway charged a cancellation fee of $355.00.
After further review on May 11, 2020, Expedia reviewed the *** Airway reservation and the tickets were cancelled on March 6, 2020. A refund was processed for $636.95; the original ticket was $991.95 less the $355.00 cancellation fee. The child’s ticket was not refunded since the base fare of the ticket was less than the $355.00 cancellation penalty. *** Airways does not allow an airline credit for the ticket since it is considered a lost value.
We understand that you are dissatisfied with receiving a partial refund versus a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to airline fare rules. We recognize that an airline partial refund may not be what you were looking for but having agreed to the cancellation of the tickets Expedia Group must follow the airline policies.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand that we must adhere to the policies dictated by the airline. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. 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. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di ***Corporate Correspondence Team
I purchased vacation/flight package to the Bahamas ( flying from Boston) via Expedia on 2/3/20 including a travel protection vacation waiver for 2 people for a grant total of $2177.62
My trip was supposed to be from March 25th thru March 30th However, I ( like many Americans) cannot travel now due to the travel restrictions placed at the federal and state (RI) level due to the CV-19 Pandemic. I have been trying for 5 days straight to get in touch with Expedia to change/cancel my trip but cannot get anyone on the phone, I have called at least 20 times at all different hours and I get 1 of the following outcomes each time:
the line drops after 45 mins or so OR
I get a "technical difficulties" recorded message that asks me to try again later....
I even called the hotel directly ( ***) and was told that they can process a refund but it HAS TO COME FROM EXPEDIA... I am at a loss on what to do as I cannot get in touch with a live agent!
I was able to cancel the flights ( sort of) *** issued me a credit but *** made me fill out a claims form with no definitive outcome given...I was able "cancel" these flights using the self service options available.... however...THERE IS NO SELF SERVICE OPTION TO CANCEL/CHANGE HOTEL RESERVATIONS on EXPEDIA...
So, I am now STUCK WITH A $2,100+bill..
this is totally 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
Itinerary Number: ***
I have been attempting for THREE DAYS to cancel this flight which leaves in less than 24 hours.
This flight falls under *** improved refund/credit policy, so this should be done without any fee or charge.
Note that if I had booked this through ***, I could cancel it online in about 30 seconds. Because of Expedia's terrible IT infrastructure and policies, they make you speak to a representative which is why their company is drowning in requests.
April
1, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
Revdex.com,Thank
you for taking the time to contact Expedia 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. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding a flight cancellation request. Upon additional review it was verified
that Mr. booked the reservation in question, itinerary ***, with ***
*** and not via Expedia.com. We have worked with our *** team to provide
the following details on this issue. While the reservation is non-refundable, as per *** policy this
reservation is eligible for a future travel credit due to the reservation not
being utilized as booked. The following Future Travel Credit information is
being held for Mr. and his traveling companion to be utilized as outlined
below.
Number
of Passengers: 2Amount
of Credit per person: $696.80Change
fee: Waived by *** Travel
must be completed by December 31, 2020FTC
can be used for a new booking with *** Again,
we thank you for allowing us the opportunity to address the issues that were
brought to our attention. If Mr.
has any further questions or concerns regarding this matter or when Mr.
would like to use his FTC, he can contact *** directly at 888-***. Sincerely,Michelle *** Supervisor DeskTell us why here...
Complaint: ***
I am rejecting this response because:
I have tried verifying the credits this agent says have been given to me, but the *** website states these can't be canceled or used. So it's unclear where this "credit" is -- is it in expedia's systems? How do I use this credit? Do I have to call Expedia to make a booking which is not currently possible? Last time I called *** they told me they were not able to help me with this ticket or the funds involved directly and that I have to go through expedia, which, again, is not possible. (See attached images for the errors I received.)
Second, the expiration date is more restrictive than promised by *** -- is that intentional, or a mixup? *** promises to allow travel through 2021-02-28.
Also to your point of Expedia.com vs *** Travel, how is that relevant? I filed a complaint because Expedia is incompetent and caused me to lose money due to their inability to properly run a business (it's been a month and you're still unable to answer support requests nor have you done much to try to make the situation better or put your customer's minds to rest). I didn't file a complaint against "Expedia.com", I filed a complaint against EXPEDIA.
Sincerely
April 2, 2020 Revdex.com Revdex.com Northwest Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia 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. We are disheartened the
customer felt their concerns, were not resolved adequately by our company prior
to seeking further actions from you. We are responding to the consumer complaint from ***, Revdex.com case number
*** regarding a flight cancellation request. As previously mentioned, Mr. booked this reservation through ***
***. As such. Expedia.com will not have record of this booking nor
can they assist with the reservation. The credit, for future use with ***,
can be used by Mr. and his traveling companion by contacting ***
*** directly once he would like to use the credit. We apologize for any confusion
caused by viewing the *** website. As the reservation was not booked
with them directly, the flight could not be cancelled on their site. However,
we can assure Mr. that he holds a future travel credit as outlined in
our previous response to be used within the validity period provided. We have again reviewed the policy as outlined
with *** for the fare purchased by Mr. and can confirm that
travel must be completed by December 31, 2020 in order for the change fee to be
waived. If Mr. would like to
travel past December 31, 2020, the normal change fee policy of ***
will be assessed, and travel will need to be completed by one year from the
original purchase date. Again, if Mr. has any further questions or concerns regarding this
matter or when Mr. would like to use his FTC, he can contact ***
*** directly at 888-***. Sincerely, Michelle *** Supervisor Desk Tell us why here...
I am not confused about ***'s policy, as evident by the screen shots of ***'s policy I included. Please provide anything from *** stating the date you mention.
Additionally, since my flight was cancelled by the airline I am entitled to a refund, not a credit. This has also been reasserted as a right by the US Department of Transportation.
Finally, telling me to call a phone line you know is impossible to get through on is insulting and disrespectful.
Please let me know if you intend to violate federal law by not refunding me, or when to expect my refund.
Complaint: ***
I am rejecting this response because:
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
Due to the Coronavirus outbreak my plans have been canceled, so I've been going through to cancel the travel plans I setup. I have been attempting to contact Expedia repeatedly. I've been on hold for over a half an hour and the call was dropped by expedia. This has happened multiple times. I will immediately attempt to get back in their queue however the call won't connect. When it finally connects I spend another half an hour on hold only for the call to be dropped again. Expedia claims I can cancel online- However, this is not possible if your flight is within the next 7 days. My flight is in 2 days. I have purchased travel insurance, and even attempted to cancel directly through the airline. However, since I booked through expedia I have to cancel through them. I want it on record that I've been trying to cancel and also have travel insurance for emergency situations just like this.
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 finally got through to Cancel my reservation on early Monday morning. My reservation was to leave *** March 17 a.m.. I am a heart patient with cardiovascular disease and a defibrillator pacemaker implant. Due to the virus it didn’t seem wise to travel. The car rental was canceled and The car rental fee was credited to my credit card account. The flight reservation was not credited but supposedly given a credit for a future travel. The Opportunity to visit friends and relatives during the winter in Florida will have passed. Tried the refund process on American Airlines system but it appears my actual reservation wasn’t canceled from their system. One would think the ethical result of my cancellation would be a refund not a credit for a future travel. It’s impossible to talk to anyone about this.
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 flights and a hotel reservation for me and my family. I wanted to change the dates due to the COVID-19 outbreak in the bay area to keep safe my family from any possible spread to my country, after trying everyday at all times without an answer and I found myself with the only option of canceling my hotel with no support at all from customer service, also not getting a full refund, also I had to cancel my destination flight and I was only able to change the day for my return flight in the website. I had been trying the phone and website for over a week, it has been extremely frustrating and upsetting that they haven't take any of my calls or even though a loyal customer for years. They also suppose to give you support if you have your trip within the next 7 days and so far I did not get any help
Also, I did not approve to run my card on the last update to my trip I approve the total of change but not to run my card. I also called the hotel trying to do it myself and they said changes could be done without charge but it needed to be done through Expedia, sadly they just never took my call or I would have a chance to keep my reservation and flights for further time.
Me and many other Expedia costumers have been unable to contact customer service to process any changes. The phone line is off and they ensure you can process your changes online and the website only circles back and gave you a phone number that doesn't answer neither. *** and *** are full of complaints of people as me trying to get some help from Expedia.
I have always use Expedia as my favorite booking place and I really hope they take the care and time to hear our needs and don't shut down the doors of the customer service to us in these times.
Kind regards,
*** I had flights and a hotel reservation for me and my family. I wanted to change the dates due to the COVID-19 outbreak in the bay area to keep safe my family from any possible spread to my country, after trying every day at all times without an answer and I found myself with the only option of canceling my hotel with no support at all from customer service, also not getting a full refund, also I had to cancel my destination flight and I was only able to change the day for my return flight in the website. I had been trying the phone and website for over a week, it has been extremely frustrating and upsetting that they haven't take any of my calls or even though a loyal customer for years. They also suppose to give you support if you have your trip within the next 7 days and so far I did not get any help
Also, I did not approve to run my card on the last update to my trip I approve the total of change but not to run my card. I also called the hotel trying to do it myself and they said changes could be done without charge but it needed to be done through Expedia, sadly they just never took my call or I would have a chance to keep my reservation and flights for further time.
I and many other Expedia costumers have been unable to contact customer service to process any changes. The phone line is off and they ensure you can process your changes online and the website only circles back and gave you a phone number that doesn't answer neither. *** and *** are full of complaints of people as me trying to get some help from Expedia.
I have always use Expedia as my favorite booking place and I hope they take the care and time to hear our needs and don't shut down the doors of the customer service to us in these times.
Kind regards
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 got a quick hold with Expedia and I did not receive an email confirmation for claim that I summited with them for the hotel and they had me in a forever hold to help with my flight and at the end they disconnect the call, I kept trying but they haven't help yet. I have a case number for my hotel case but have had no response yet ***. Thanks for helping and taking the care.
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding a hotel and flight itinerary.
Our records indicate/reflect two cancelled rooms at the *** checking in on March 20,2020 and check out
on March 23,2020. A flight reservation with combined one way fares from San Francisco
(***) to Ixtapa (***) departing on March 20,2020 with ***, and returning June
14,2020 from Guadalajara (***) to San Francisco (***). We understand *** is requesting a refund of $529.46 for the hotel,
and $205 for a portion of the flights.
*** is offering flight credit to be used for future travel for
itinerary ***. The new
flights must be re-booked no later than May 31,2022, and new travel must originate
on/before May 31,2022. On March 19, a change was made to the return flight with
Interjet from April 1 to June 14.
On March 18, itinerary *** was cancelled online initiated by
the customer. A total refund was processed for $983.38. A remaining balance of
$529.46 was penalized due to the hotel policy as follows:
Cancellations or changes made after 1:00 PM local
hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1
night(s) plus taxes and fees.
We are
currently waiting for an email for approval by the hotel and will contact
*** via email when we receive a response.
*** will
honor a future travel credit while the change for Interjet has been successful,
it may be possible to change to a later date and ask to give Expedia a call
before June 14 to make any modifications to the flights.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
My friend and I have been trying to contact expedia.com for the past 5 days in order to cancel our flight to Georgia. We were supposed to leave Thursday, March 19th and return on Monday, March 23rd. As of Saturday, March 14th, 2020 we decided it was safer to cancel the trip due to COVOID19. We live in Pennsylvania and we are under quarantine.
Since Saturday evening on March 14th we have called numerous times-- sat on hold for hours at a time only to be disconnected. We tried the online chat portal but when we clicked that we had a package bundle "flight & hotel" it told us we needed to speak to an agent; who were all busy assisting others -- try again. We also sent emails to different email addresses we found to try and get through to them since the days were flying by. Last night I was given the chat message at 7:18pm saying that someone would be with me in "about 5 hours" well I stayed up until 2am and no one ever responded. I checked again this morning and still nothing.
In desperation we called the hotel we were supposed to stay in and warned them that we would not be there but that expedia.com just has not helped us. The hotel told us we could only cancel through expedia- since that is where we booked, and it needed to be by this morning or their 24 hour refund period would expire.
We went on expedia again this morning (March 18th,2020) and canceled the hotel only (even though we have a bundle deal) - the expedia website still said the room would not be refunded-- even though the hotel told us otherwise when we called them. Also, we were no longer able to cancel the flight online -- it told us to contact customer service. We have spent all of today reaching out again -- still nothing!
We want a full refund on our flight & hotel issued to us ASAP. We understand they are busy but this is a disgrace. It is a lot of money to be loosing just because expedia would not get back to us.
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
Expedia.com disabled their website, virtual assistant and three telephone lines preventing anyone from requesting cancellations. I patiently waited and checked every day for 7 days in a row for a notice that a form had been created for people to request refunds due to the virus. I purchased a roundtrip ticket and insurance through this company and 4 of 5 people who identified as representatives stated to me that I could receive a full refund of both the round trip ticket and the cancellation insurance. This company never sent me emails confirming anything they verbally agreed to do for me. I have a voicemail from the original person named Kevin who left me a voicemail that since his company disconnected the line he could not process the claim refunds and would have to call back and be done while I was over the phone. They would later tell me that they had no record of such a person nor Rose or Cathy who I called to assist me.
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
(Revdex.com case number ***) regarding a flight reservation.
Our
records indicate/reflect a cancelled round-trip fare with *** Airlines from
Chicago (***) to Jacksonville (***) departing March 27,2020 and returning March
29, 2020. We understand *** is requesting a
refund.
Our
records reflect two refunds processed on March 19,2020 for $90.81 and $19.00
for a total of $109.81. The refunds were processed due to an Expedia representative
named Kevin promising a refund due to *** Airlines schedule change.
At this time Expedia cannot process any further refunds as Mr.
*** has already been refunded for itinerary ***.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This business only issued a refund bc they were caught lying 4 times wherein I had documentation proving they had lied. This company should be ethically ashamed and held accountable for its continued manipulation of consumers and using this pandemic as an excuse for their poor business practices. The money aside that was fairly owed back to me, I feel they should be he reprimanded for this type of scamming.
Sincerely
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
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
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
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
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
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
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
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
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
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
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
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