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
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.
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.
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.
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 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.
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 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 booked a two week trip to Dubai through Expedia. I’m scheduled to leave March 28, 2020 and return April 10,2020. Due to the pandemic I am trying to cancel but I cannot get through to Expedia. I managed to get through once and was told it was the US Expedia and they couldn’t assist me. They advised that If I don’t get through before the date I’m scheduled to leave I’ll be considered a no show. Please 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 03/16/2020, I purchase 3 flight packages thru expedia.com. The first 2 went thru with ease and no problems, however this third one has been a nightmare. I purchased a multi-city ticket for 09/07/20 from Athens Greece to Santorini Greece and for 09/13/20 from Mykonos Greece to Athens Greece. With this purchase I took out the optional $35.00 insurance to cover both flights. Somewhere in the reservation, one flight was canceled. I have not received a confirmation email yet confirming anything, but I have been charged. I have not been able to pull up this itinerary on the website or the app. Which I could have made changes for free until 11:59pm last night. I have tried to contact the company more 3 times and have been hung up or disconnected from after extended periods of being put on hold. I understand they are busy. I prefer to use the website or app, but it is impossible when the itinerary does not come up on either. I still need to make arrangements for my additional flight so the confirmation email would be great so I know which flight was actually booked. I have checked both spam and junk folders and I have nothing. Itinerary#
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
Customer Response
• Mar 27, 2020
Complaint: ***
I am rejecting this response because: I understand that everyone across the world is busy and experiencing issues, but when you take a persons money you must supply the product. I was charged for a flight, but have yet to receive a confirmation email. I have repeatedly checked the app and website daily to try to obtain this information, but have been unable. This has been over 1 and a half weeks! There is something wrong with there system and it needs to be fixed. I am pretty sure I am not the only customer having this problem, leading me to believe there is a glitch in there system... fixing this glitch may decrease the number of calls they are getting..
Sincerely
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 flight insurance.
Our
records indicate/reflect a partially failed combined one-way fare departing September
7,2020 from Athens (***) to Thira (***) with *** Airlines. Another flight departing
September 13,2020 from Mykonos (***) to Athens (***) on *** airlines with a
flight protection plan. We understand ***
is requesting clarification of the confirmed flights as well as a refund of the
flight protection plan.
On March 16,2020 *** or someone with access to the account attempted
to book a multi city destination booking. The booking did not confirm correctly
for reasons unknown. Miss *** is confirmed for September 7,2020 from (***) to
(***) with *** and flight confirmation (***) . Our records indicate the amount
charged was for $107.24 by *** and $35 by Expedia for the flight insurance.
The requested
amount of $35 has been processed back to Miss *** due to the inconvenience of
the booking process. Refunds may take two billing cycles depending on the
financial institution.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I am satisfied with knowing which flight was actually booked! But I am still not satisfied with no confirmation or access to this booking through the website. I need information off the confirmation form for personal reasons and I can not handle this without it!
I have been trying to call expedia for a week now trying to resolve an issue with cancelling my bundle package with no fees or reschedule with no fees. I cant get through to them by phone or virtual on website. We are in a pandemic and it should not be this hard to contact expedia. I spoke to them one time but they disconnected me. I've send several messages. My trip is tomorrow which I am not going. The president states not to travel. Expedia needs to resolve this.
Customer Response
• Mar 23, 2020
I resolved it with expedia. They finally called me back. Thank you
Due to having a pandemic in the US, my trip got canceled. I tried to call, chat, and submit a form to cancel my flight. I have not once gotten through to them. I then had to cancel my flight through American Airlines where I will not get a refund although I paid for flight insurance through Expedia. I had to get my flight canceled so I did not lose money on a flight that I did not take.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a travel package (flight with hotel) from Reno, NV to Rome, Italy via Expedia.com on June 18, 2019. Departure date is 3/20/20 with a return on 3/26/20. Due to the corona virus outbreak, we had to cancel our flights and hotel. We have received the refund for the hotel but could not get the refund for our flights even though we have already contacted *** Airlines and worked with their Customer Relations Representative, Miss Janie Joseph. She advocated for us since the airlines changed their policy on refunds due to the outbreak. The monies were wired on 3/12/20 (not a credit) back to Expedia. We have been attempting to reach out to their Customer Service numbers 1-877-227-7481 and 1-866-310-5768 as well as emailed the [email protected] and [email protected] and could not get through anyone. The system is saying that they are currently having technical difficulties. Hold times are more than two hours then the call will drop. The Chat with Us option is useless. We just want our hard earned money back. Expedia claims that they follow what the airlines are doing for their customers but they are not issuing our refund. Total amount is $1,164. We live in the hard hit state of Nevada, my place of work is closed for 30 days. We are out of option so I am reaching out to you for help and assistance please.
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 still have not received the refund as of today, 3/24/20. I finally was able to speak with a representative with Expedia Supervisor on 3/19 and she processed the refund but when I checked the online system, it stated that refund will be issued on 3/26/20. I will close my complaint once I receive the funds.
Sincerely
Expedia.com Response
• Apr 07, 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 a cancelled round-trip flight with *** Airlines Reno
(***) to Rome (***) on March 20,2020 and returning March 26,2020. We understand *** is requesting a refund for $1164.
On March
19,2020 a refund for $1164 has been processed due to the cancellation of the
flights by *** Airlines. Our records show that on April 6, 2020, the bank processed
the refund into Miss ***’s account.
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 07, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have been trying for days to reach Expedia to cancel our upcoming reservations due to the coronavirus outbreak. I have been on hold for hours only to have my calls dropped. There is virtually no way to get in contact with customer service. I have already notified the car rental and condo properties that we are cancelling, so they are aware, but payment is through Expedia. Simply impossible to speak with anyone.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked my flights with Expedia close to 6 months in advance, despite my flights constantly changing. I tried changing my flights due to the coronavirus because my plans changed for cities shutting down.
I called Expedia to change my flight schedule first I was on hold for 2 hours then transferred between representatives
One representative was telling me one thing and then another was telling me something completely different. All I was trying to accomplish was switching my flights.
The way it was handle was unprofessional, and I did not receive the help that I needed. This will be my last time using Expedia
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a package deal for a trip to Australia for March 21-29. Since there is now a travel ban I have been trying to call and get my flight canceled and hotel voucher with is what was agreed upon by the hotel (***) and airline (***) companies. Expedia is refusing to actually help me. I have sat on hold for over 20 hours total now trying to cancel and any time I get anyone of the phone they tell me it isn't their department and say they will transfer me but just hang up on 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 23, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
After many more hours on hold my trip was finally canceled. Now I am just waiting for refund to show up.
Well no refund my money on a hotel even after I have told them due Corvid 19 and me being a disabled veteran with three serious lung disease s is not advisable for me to travel I’m not canceling just to be canceling.
We paid for a night at a hotel in Van Buren, Arkansas (***) so we could ride the train there. We were called and notified that the train ride was canceled due to the corona virus. Also the hotel is closing it’s breakfast bar, swimming pool, and other amenities due to the corona virus and not supposed to have 10 or more together. The hotel is fine with refunding our room, but Expedia is refusing to because we booked at a non-refundable room rate. Under NORMAL circumstances I would agree, but these are FAR from
Normal circumstances when the whole country is under a pandemic emergency. It is unfair and criminal during this economic hardship and vital concern for people’s welfare to expect them to adhere to the arrangements made when life was normal. Expedia is benefiting from this disaster and unwilling to do the right thing. They should be sued by all the people they are billing out of money and refunds due to unforeseen National security circumstances.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
My *** was cancelled due to the Coronovirus. I had booked 2 rooms on January 25,and the show was scheduled for April 23-24, 2020. When I tried to cancel online I was informed that it was nonrefundable because it was a special rate (I thought all Expedia rates were special rates????) When I tried to call (on both lines), I was told that I could not be helped because my trip was more than 7 days out. I cancelled the rooms, because I am handicapped by heart and lung issues, This puts me at greater risk if I get the Coronovirus. I am in self quarantine until cleared by my Dr.. I think this is a price gouge in light of the health emergency in the US. I would really like all of my money back. I have contacted the *** in Helen Ga USA and they have no problem with cancelling the reservation.
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.
Since the border closing, I have cancelled my wedding and I have been trying for 4 days to cancel my honeymoon which starts on March 22, 2020. I booked through Expedia.com. I tried to go on line and cancel but because I purchased a package that includes Flight and hotel it doesnt allow your to cancel..You have to cancel by phone only...I have been calling for days all hours of the day and night.calls are dropped after waiting on hold for hours or the calls are dropped without being answered. (technical difficulties) I tried calling the airline but they say I have to go through expedia. I talked with the hotel directly and they are willing to cancel and issue a full refund but I have to go through Expedia.com. I sent a couple of emails to Expedia customer care but no one is getting back to me..I just want a record that I have done everything in my power to cancel in a timely matter. Thank you for your help. My travel itinerary#***.
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“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
package reservation. We understand Mr. is requesting to cancel due to the Coronavirus outbreak.
Our records indicate that on February 7, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for a total of two travelers.
Departure on *** from Toronto, Canada on March 22, 2020 and returning March 29, 2020. Travel to ***
***.
Upon reviewing this matter, we show Mr. cancelled his hotel reservation directly on the website and received
full refund. We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus
any new fare difference all travel must be completed by March 31, 2021.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels.
Additionally, Expedia’s Terms of Use, which were agreed to by Mr. 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.While we regret that your experience was not as we would have hoped. 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,
Dez ***Corporate Correspondence Team
Customer Response
• Apr 14, 2020
Complaint: ***
I am rejecting this response because:
Expedia is saying that I should have cancelled or postponed as directed by *** "We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus any new fare difference all travel must be completed by March 31, 202"
The problem is when I contacted *** they told me that I had to go through Expedia. Please see attached screenshot of attempting to change online, the same is true when talking with *** on the phone.
Expedia did not answer my phone calls or emails. I submitted their form that said that "No additional action is required unless you hear otherwise". I did everything I can to cancel my flights. I was not asking for a full refund, I was asking to cancel my flights and pay the penalty within my rights of the booking.
Please see attached screenshots to verify my claim.
Sincerely
Expedia.com Response
• Apr 19, 2020
April 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept
our response and/or resolution offered.
When researching this matter we were able to verify that your flights are non-refundable. Therefore, we must abide by the rules and regulations of ***
Airlines. The airlines allows Mr. to exchange without the penalty fee or any new fare difference and all travel must be completed by March 31,
2021.
While we regret that Mr.’s experience was not as we would have hoped. 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,
Dez ***Corporate Correspondence TeamTell us why here...
Customer Response
• Apr 20, 2020
Complaint: ***
I am rejecting this response because:
I wanted to cancel my flights and pay the cancellation fees as per the booking rules. I couldn't reach Expedia to do so and when contacting the Airlines through by phone or email, changes were not accepted unless they are through Expedia. Please see attached screenshot of attempting to cancel/change the tickets online.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
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
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
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
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
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
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
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
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 booked a two week trip to Dubai through Expedia. I’m scheduled to leave March 28, 2020 and return April 10,2020. Due to the pandemic I am trying to cancel but I cannot get through to Expedia. I managed to get through once and was told it was the US Expedia and they couldn’t assist me. They advised that If I don’t get through before the date I’m scheduled to leave I’ll be considered a no show. Please 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On 03/16/2020, I purchase 3 flight packages thru expedia.com. The first 2 went thru with ease and no problems, however this third one has been a nightmare. I purchased a multi-city ticket for 09/07/20 from Athens Greece to Santorini Greece and for 09/13/20 from Mykonos Greece to Athens Greece. With this purchase I took out the optional $35.00 insurance to cover both flights. Somewhere in the reservation, one flight was canceled. I have not received a confirmation email yet confirming anything, but I have been charged. I have not been able to pull up this itinerary on the website or the app. Which I could have made changes for free until 11:59pm last night. I have tried to contact the company more 3 times and have been hung up or disconnected from after extended periods of being put on hold. I understand they are busy. I prefer to use the website or app, but it is impossible when the itinerary does not come up on either. I still need to make arrangements for my additional flight so the confirmation email would be great so I know which flight was actually booked. I have checked both spam and junk folders and I have nothing. Itinerary#
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 understand that everyone across the world is busy and experiencing issues, but when you take a persons money you must supply the product. I was charged for a flight, but have yet to receive a confirmation email. I have repeatedly checked the app and website daily to try to obtain this information, but have been unable. This has been over 1 and a half weeks! There is something wrong with there system and it needs to be fixed. I am pretty sure I am not the only customer having this problem, leading me to believe there is a glitch in there system... fixing this glitch may decrease the number of calls they are getting..
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 flight insurance.
Our
records indicate/reflect a partially failed combined one-way fare departing September
7,2020 from Athens (***) to Thira (***) with *** Airlines. Another flight departing
September 13,2020 from Mykonos (***) to Athens (***) on *** airlines with a
flight protection plan. We understand ***
is requesting clarification of the confirmed flights as well as a refund of the
flight protection plan.
On March 16,2020 *** or someone with access to the account attempted
to book a multi city destination booking. The booking did not confirm correctly
for reasons unknown. Miss *** is confirmed for September 7,2020 from (***) to
(***) with *** and flight confirmation (***) . Our records indicate the amount
charged was for $107.24 by *** and $35 by Expedia for the flight insurance.
The requested
amount of $35 has been processed back to Miss *** due to the inconvenience of
the booking process. Refunds may take two billing cycles depending on the
financial institution.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I am satisfied with knowing which flight was actually booked! But I am still not satisfied with no confirmation or access to this booking through the website. I need information off the confirmation form for personal reasons and I can not handle this without it!
Sincerely
I have been trying to call expedia for a week now trying to resolve an issue with cancelling my bundle package with no fees or reschedule with no fees. I cant get through to them by phone or virtual on website. We are in a pandemic and it should not be this hard to contact expedia. I spoke to them one time but they disconnected me. I've send several messages. My trip is tomorrow which I am not going. The president states not to travel. Expedia needs to resolve this.
I resolved it with expedia. They finally called me back. Thank you
Due to having a pandemic in the US, my trip got canceled. I tried to call, chat, and submit a form to cancel my flight. I have not once gotten through to them. I then had to cancel my flight through American Airlines where I will not get a refund although I paid for flight insurance through Expedia. I had to get my flight canceled so I did not lose money on a flight that I did not take.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a travel package (flight with hotel) from Reno, NV to Rome, Italy via Expedia.com on June 18, 2019. Departure date is 3/20/20 with a return on 3/26/20. Due to the corona virus outbreak, we had to cancel our flights and hotel. We have received the refund for the hotel but could not get the refund for our flights even though we have already contacted *** Airlines and worked with their Customer Relations Representative, Miss Janie Joseph. She advocated for us since the airlines changed their policy on refunds due to the outbreak. The monies were wired on 3/12/20 (not a credit) back to Expedia. We have been attempting to reach out to their Customer Service numbers 1-877-227-7481 and 1-866-310-5768 as well as emailed the [email protected] and [email protected] and could not get through anyone. The system is saying that they are currently having technical difficulties. Hold times are more than two hours then the call will drop. The Chat with Us option is useless. We just want our hard earned money back. Expedia claims that they follow what the airlines are doing for their customers but they are not issuing our refund. Total amount is $1,164. We live in the hard hit state of Nevada, my place of work is closed for 30 days. We are out of option so I am reaching out to you for help and assistance please.
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 still have not received the refund as of today, 3/24/20. I finally was able to speak with a representative with Expedia Supervisor on 3/19 and she processed the refund but when I checked the online system, it stated that refund will be issued on 3/26/20. I will close my complaint once I receive the funds.
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number ***) regarding a flight reservation.
Our
records indicate a cancelled round-trip flight with *** Airlines Reno
(***) to Rome (***) on March 20,2020 and returning March 26,2020. We understand *** is requesting a refund for $1164.
On March
19,2020 a refund for $1164 has been processed due to the cancellation of the
flights by *** Airlines. Our records show that on April 6, 2020, the bank processed
the refund into Miss ***’s account.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have been trying for days to reach Expedia to cancel our upcoming reservations due to the coronavirus outbreak. I have been on hold for hours only to have my calls dropped. There is virtually no way to get in contact with customer service. I have already notified the car rental and condo properties that we are cancelling, so they are aware, but payment is through Expedia. Simply impossible to speak with anyone.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked my flights with Expedia close to 6 months in advance, despite my flights constantly changing. I tried changing my flights due to the coronavirus because my plans changed for cities shutting down.
I called Expedia to change my flight schedule first I was on hold for 2 hours then transferred between representatives
One representative was telling me one thing and then another was telling me something completely different. All I was trying to accomplish was switching my flights.
The way it was handle was unprofessional, and I did not receive the help that I needed. This will be my last time using 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a package deal for a trip to Australia for March 21-29. Since there is now a travel ban I have been trying to call and get my flight canceled and hotel voucher with is what was agreed upon by the hotel (***) and airline (***) companies. Expedia is refusing to actually help me. I have sat on hold for over 20 hours total now trying to cancel and any time I get anyone of the phone they tell me it isn't their department and say they will transfer me but just hang up on me.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
After many more hours on hold my trip was finally canceled. Now I am just waiting for refund to show up.
Sincerely
Well no refund my money on a hotel even after I have told them due Corvid 19 and me being a disabled veteran with three serious lung disease s is not advisable for me to travel I’m not canceling just to be canceling.
Issue resolved thanks
We paid for a night at a hotel in Van Buren, Arkansas (***) so we could ride the train there. We were called and notified that the train ride was canceled due to the corona virus. Also the hotel is closing it’s breakfast bar, swimming pool, and other amenities due to the corona virus and not supposed to have 10 or more together. The hotel is fine with refunding our room, but Expedia is refusing to because we booked at a non-refundable room rate. Under NORMAL circumstances I would agree, but these are FAR from
Normal circumstances when the whole country is under a pandemic emergency. It is unfair and criminal during this economic hardship and vital concern for people’s welfare to expect them to adhere to the arrangements made when life was normal. Expedia is benefiting from this disaster and unwilling to do the right thing. They should be sued by all the people they are billing out of money and refunds due to unforeseen National security circumstances.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
My *** was cancelled due to the Coronovirus. I had booked 2 rooms on January 25,and the show was scheduled for April 23-24, 2020. When I tried to cancel online I was informed that it was nonrefundable because it was a special rate (I thought all Expedia rates were special rates????) When I tried to call (on both lines), I was told that I could not be helped because my trip was more than 7 days out. I cancelled the rooms, because I am handicapped by heart and lung issues, This puts me at greater risk if I get the Coronovirus. I am in self quarantine until cleared by my Dr.. I think this is a price gouge in light of the health emergency in the US. I would really like all of my money back. I have contacted the *** in Helen Ga USA and they have no problem with cancelling the reservation.
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
Since the border closing, I have cancelled my wedding and I have been trying for 4 days to cancel my honeymoon which starts on March 22, 2020. I booked through Expedia.com. I tried to go on line and cancel but because I purchased a package that includes Flight and hotel it doesnt allow your to cancel..You have to cancel by phone only...I have been calling for days all hours of the day and night.calls are dropped after waiting on hold for hours or the calls are dropped without being answered. (technical difficulties) I tried calling the airline but they say I have to go through expedia. I talked with the hotel directly and they are willing to cancel and issue a full refund but I have to go through Expedia.com. I sent a couple of emails to Expedia customer care but no one is getting back to me..I just want a record that I have done everything in my power to cancel in a timely matter. Thank you for your help. My travel itinerary#***.
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“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
package reservation. We understand Mr. is requesting to cancel due to the Coronavirus outbreak.
Our records indicate that on February 7, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for a total of two travelers.
Departure on *** from Toronto, Canada on March 22, 2020 and returning March 29, 2020. Travel to ***
***.
Upon reviewing this matter, we show Mr. cancelled his hotel reservation directly on the website and received
full refund. We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus
any new fare difference all travel must be completed by March 31, 2021.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels.
Additionally, Expedia’s Terms of Use, which were agreed to by Mr. 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.While we regret that your experience was not as we would have hoped. 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,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is saying that I should have cancelled or postponed as directed by *** "We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus any new fare difference all travel must be completed by March 31, 202"
The problem is when I contacted *** they told me that I had to go through Expedia. Please see attached screenshot of attempting to change online, the same is true when talking with *** on the phone.
Expedia did not answer my phone calls or emails. I submitted their form that said that "No additional action is required unless you hear otherwise". I did everything I can to cancel my flights. I was not asking for a full refund, I was asking to cancel my flights and pay the penalty within my rights of the booking.
Please see attached screenshots to verify my claim.
Sincerely
April 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept
our response and/or resolution offered.
When researching this matter we were able to verify that your flights are non-refundable. Therefore, we must abide by the rules and regulations of ***
Airlines. The airlines allows Mr. to exchange without the penalty fee or any new fare difference and all travel must be completed by March 31,
2021.
While we regret that Mr.’s experience was not as we would have hoped. 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,
Dez ***Corporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because:
I wanted to cancel my flights and pay the cancellation fees as per the booking rules. I couldn't reach Expedia to do so and when contacting the Airlines through by phone or email, changes were not accepted unless they are through Expedia. Please see attached screenshot of attempting to cancel/change the tickets online.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com