I booked a vacation with *** in Cancun Mexico. Because of fears over the Corona virus, I was forced to cancel the reservation. The hotel said that if I cancel within 24 hours there would be no cancelation or change fees. Expedia says they do not handle these issues with their partners. *** says the opposite. *** says it is a 3rd party reservation that they can not deal with and have no control over. I have tried desperately to contact expedia at all of their phone numbers say they are currently having technical issues and the call is dropped. When I cancelled my reservation the refund amount due to me was $0. This is several thousand dollars that I am out. The airline company, (***) gave me full credit for the canceled flight.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Booked a hotel with Expedia for a funeral in idaho, we are traveling from Washington and as of now we are almost fully locked down and the service was cancelled so I tried to use the app to cancel and they said my window to cancel for a full refund was over but when I called hotel they said that's never been their policy they have a window up to three days before, but unfortunately they can't help because we used Expedia to book. I've been trying to contact Expedia for days about this as we are trying to get a full refund ( which we bought the travel insurance as well) so we can use that money to set up another memorial for my late uncle. I want Expedia to honor the hotels policy and not charge me half to cancel when I should be getting a full refund and I can't and won't wait until seven days before my trip for the automated system to stop hanging up on me. I paid $170.00 and Expedia is only trying to pay back $85.00 and say it's the hotels policy which it isn' *** Expedia trying to keep money and hope people won't call the hotel or other places to confirm and to me this is robbery.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because it's theirs website policy that's the sham that tries to take money from those that don't know or have the time to wait around for all the back channels and red tape bs. My mother in law also booked with them but chose to pay when she got to the hotel and they also want to charge her to cancel which makes no sense at all and is against the hotels policy, it's only Expedia policy. So how many people canceled and lost half of their money because they didn't know better or couldn't talk to someone or didn't know how to go through other means or in this pandemic didn't have time to wait and really needed the money now?
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his
hotel reservation. Our records indicate that on February 27, 2020, Mr., or
an authorized user of the Expedia account, self-booked a hotel reservation for
two travelers, under itinerary ***. The hotel stay was at the *** located in Moscow, ID, from April 24, 2020, to April 26, 2020. This
included Travel Protection Hotel Booking Protection provided by ***.On March 19, 2020, Mr. contacted
Expedia inquiring about cancelling his reservation due to the Coronavirus. An
Expedia agent contacted the hotel, who authorized to cancel the reservation
without a penalty. The same Expedia agent processed a refund of $170.00 to Mr.
***’s original form of payment.Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. Expedia does not own or operate any travel related
services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the
policies dictated by the hotel. Additionally,
Expedia’s’ Terms of Use which was agreed to by Mr. at the time of
booking, which expressly states:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michelle ***Corporate Correspondence Team
I booked flights itinerary #***. *** airlines cancelled flight. As I booked through expedia, *** airlines are unable to assist in refund or re-booking. Expedia says I have flown the return flight. Expedia never notified me that these flights were cancelled. *** airlines emailed on 14mar to notify cancellation. I have been trying to contact expedia every day by phone and through their customer portal with no success. All I want is a credit note so I can book another flight at a later date.
Expedia.com Response
• Mar 27, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked a ticket on March 7 2020 for me and my elderly mother to travel to India on March 17, 2020 thru *** airlines for my cousins wedding. Days after this on March 11, 2020 India announced a travel ban due to the coronavirus, so we were no longer eligible to enter the country. Our flight date was March 17, 2020. Originally after hearing the news about the Indian government canceling visas I called Expedia and waited for 3 hours to speak to someone, I initially wanted a refund and the representative told me I would have to follow the airlines policy so I check *** website and it’s posted that they are waiving all fees for tickets booked until March 31. But she explained to me that they have given Expedia different instructions and at the moment there is nothing she can do. Days later and after many failed attempts of calling being on hold for hours only to have the call I dropped I get thru to a guy who said yes I should get a refund but *** is not allowing it, he transferred me to his supervisor who basically said the same thing and then said if you want to change your flight we will charge $300 per person and I agreed, I had found my alternate flight and everything but our call was disconnected, she called me back one time said hello but then the call disconnected again and there was no call back after that. So my flight should have been changed on March 16, before it could be listed as a “no show”. Due to Expedia’s travel consultant and supervisor that was helping me, my request was not fulfilled Now it’s March 17, my flight has departed I obviously did not board this flight due to things which are out of my control; but I’m asked to now pay $600 per person. So now that’s $1200 on top of the $1864 I paid to travel this world class airline who has not provided one bit of relief or service during this time of hardship. I’m very disappointed at the way Expedia has handled things regarding this and how it treats its customers in emergency situation
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I have been attempting to contact Expedia since 3/8 to cancel 2 airline tickets I purchased to the UK. Close to 9,000.00 dollars with Travel Ins. I have waited at least 1 to 2 hrs on at least 12 attempts to cancel this travel, this started the day after I purchased them. I had ONE automatic callback that disconnected the minute I answered. All others calls disconnect before any agent picks up. I called ***, they said they had no record of payment and to call Expedia... I understand that they overwhelmed due to this world wide virus, however, This has been ridiculous. I want this travel cancelled and refunded and I have been attempting to do this since March 9. I have all call logs reflecting number of calls and duration of each to Expedia and ***. Again, *** says to call Expedia and also said they can't verify payment type. My *** card was charged. And the 500 dollar travel ins needs to be cancelled as well. Worthless.
Expedia.com Response
• Apr 07, 2020
April 7, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline reservation.
Upon researching the complaint the customer did not provide an itinerary number and there is no record of an airline reservation under her account. While the email address is linked to an Expedia account, there is no record of an itinerary on her account. We would suggest that the customer provide an itinerary number or email address used when the booking was completed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary you may contact Expedia by phone since our wait times are now much lower. You may submit a previously completed itinerary, itinerary # ***
Sincerely,
Daniel *** Corporate Correspondence Team
Customer Response
• Apr 21, 2020
There has been NO RESOLUTION to this claim. I would have provided the additional information requested had the emails not gone to SPAM. This problem is exactly what I am talking about *** says call Expedia, they can not find proof of payment. I have repeatedly tried to contact Expedia (Do have the call logs). I have gone thru all the steps that Expedia has online. NO ONE has contacted me. I do understand that the Virus is causing problems but I am not talking about a few hundred dollars, 8,805.50 to be exact on travel to a Country that is closed AND that no one would travel to in July/August. I have been trying since early March to cancel this to no avail.
email addresses: *** or ***. Expedia has been provided the itinerary number in original request. My phone number is
Expedia.com Response
• May 12, 2020
May 12, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is again responding to the consumer complaint from Ms. (***) regarding a flight refund request.
On the original complaint Ms. failed to mention the itinerary number she was referring to. We would like to remind Ms. the booking was made under email address *** and the itinerary number is ***
I have now reviewed the itinerary and contacted the airline. We are able to confirm that the flight reservation is still active. The tickets that were purchased are non-refundable and the airline has not changed or canceled the reservation. If any cancelation is made by the airline in the coming weeks they would then provide change or refund options. The insurance portion has been canceled by Ms..
We are unable to provide any additional refunds that are not authorized by the airline. During the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia.com Companies and the Expedia.com Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• May 13, 2020
I reject Expedia's response. I can not not just cancel the tickets, I must wait for Expedia's/Airline's to cancel them. Expedia has made no attempt to contact me in person after many, many attempts to reach them. My travel was to commence 7/30. All other travel prepays etc have been refunded EXCEPT Expedia. Scotland is not accepting tourists at all....till possibly October and most likely this order will be extended. All celebrations and tourism activities have been cancelled. Again, we are talking over 8,000K in airfare that I paid, for a trip that is not going to happen do to Covid19. No one should have to go through this kind of hoops to get their money returned. Expedia best review what our government has ordered in regards to Airfare, refundable or not. I do not want this issue closed till my airfare is refunded.
I purchased airline tickets through Expedia for travel from South Africa to USA. I am US citizen but also travelling with non-US citizen. Due to travel ban, I was informed by *** Airlines that one leg of my departing flight (London to Philadelphia) has been cancelled as well as one leg of my return flight on *** Airlines. For obvious reasons, I am unable to complete this trip as two of my legs are cancelled. I checked Expedia website and all of the airline websites and I am eligible for an airline credit, but the airlines (***, ***, ***, and ***), all referred me back to Expedia to process my credit. I have spent three days attempting to reach Expedia. Waited on hold via telephone four times from 40 minutes to five hours to be disconnected each time. I attempted to reach Expedia via online chat as well. Three times the chat was intentionally disconnected by service rep when asked if I was still there (after several hours waiting), I replied YES immediately, and the rep said they were disconnecting due to technical issues. My flight leaves in a day and I am still unable to reach anyone. It is incredibly expensive for internet and phone service in South Africa to spend hours trying to reach Expedia and as of today, I have waited online or on phone a total of 14 hours.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
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.
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.
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 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 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.
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 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
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 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.
Their online system will not allow you to cancel your flight. When you call any of the multiple numbers they have for supposed "customer service", it tells you to cancel on the website. Get your crap together Expedia and allow people to cancel or change flights if required.
Booked flights and hotels with them months ago then this pandemic happened and my destination closed it's border so no flying in and no flying out.So I attempted to reach out to them to cancel multiple times for 6 days already(day and night) either by phone or thru their chat section on their website but getting these technical difficulties and high volumes of call excuses and on 2 occasions intentionally put me on hold for a long time then disconnected me. I filled out the form for refund request and tried to follow up on them multiple times but kept getting the same messages. I called the airlines and hotels to cancel and get refunds but they informed me that they cannot do anything about them as I booked them thru expedia.Most of the hotels I contacted have agreed for refunds but it has to come from expedia (one of the hotel said they have not been paid by expedia). I have spent almost $ 7000.- on these trips and wished that I have reserved them directly thru the airlines and hotels.
We are trying to reschedule our vacation due to Covid 19. We are supposed to leave this Saturday and we’ve been trying to reach customer service for the past 3 days. You are on hold for an hour and the the call hangs up. You also can’t reach anyone through the website.
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 tried to contact the week leading up to my flight to cancel a booking I had from LAX --> Tokyo; however, the customer service phone number led to an automated message regarding system outages. When I was able to get pass this, I was on hold for 1.5 hours, 2 hours, 1 hour, 45 minutes before being hung up on. Additionally, I tried contacting Expedia through their online chat portal, but was faced with "All our agents are busy at the moment, Please check back with us in a little while..." I also filed their online form on March 16th for a refund from Expedia for the flight. However, I was never able to contact a customer service agent. Finally, after 4.5 hours on hold for their chat option, I was able to chat with an agent. They informed me that per their policy, flights had to be cancelled 6 hours ahead of the departure time. I explained to them that I had tried numerous times, but was unable to since their infrastructure is not built to support this many calls. They refused to issue credit even though this is a result of their lack of customer service channels. I even called *** Airlines to see if they could assist me, but I was redirected back to Expedia even though my time was limited.
Expedia also took away the option for self service on their portal (an option that was available to me previously) so I was no longer able to cancel myself. I believe that this tactic forced consumers down the narrow pipes of having to either 1. chat or 2. phone. Both of which were experiencing outages.
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
Complaint: ***
I am rejecting this response because: my trip was scheduled to depart on March 17th and I did not board the flight. As a result, the options contained in the body of the response from Expedia are not relevant to my booking.
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. Shan
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on August 10, 2019, Mrs., or authorized user of the account, self-booked a flight reservation on Expedia.com, under itinerary *** Travel was with *** Airlines, departing on March 17, 2020, returning on March
30, 2020, from Los Angeles, CA, United States to Tokyo, Japan. We understand Shan
*** is requesting a refund and/or credit for the unused flight reservation. Please extend our apologies to Mrs.
*** in regards to her experience with Expedia. We regret any
inconvenience that have occurred and would like to assure that her reservation
is important to us. With Coronavirus (COVID-19) continuing to impact travel around
the world, we are currently experiencing an unprecedented
volume of requests that are preventing us from responding within our
normal standards.Upon reviewing Mrs.’s booking, we
can confirm that an issued flight credit is the
only option that the airline is providing at this time. As such, Mrs.
***’s itinerary is eligible for a waiver of all change and cancel fees.*** Airlines has issued Mrs. credit equal to the value of her original flight booking to
use towards future flight. To learn more about the credit, kindly
advise Mrs. review *** Airlines’
policy at https://www.singaporeair.com/en_UK/sg/travel-info/precautionary-measures/.When Mrs. is ready to use her travel credit, we
request that she contact our service desk and reference the Expedia itinerary
number.Again, 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,Erika *** Corporate Correspondence Team
I have booked my flights to Expedia from ***o *** on March 20th now federal issued for all travellers to avoid all non essential trips . Also my flight is air canada which is on the website they’re saying issuing full refund also my final destination air *** has been shut down as well. I called Expedia to cancel my trip they said I can’t cancel my trip only will give me credit which is I have to use it on future travel but air canada on the website saying they will give full refund. I want my refund back to my credit card. Thanks
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I booked a vacation with *** in Cancun Mexico. Because of fears over the Corona virus, I was forced to cancel the reservation. The hotel said that if I cancel within 24 hours there would be no cancelation or change fees. Expedia says they do not handle these issues with their partners. *** says the opposite. *** says it is a 3rd party reservation that they can not deal with and have no control over. I have tried desperately to contact expedia at all of their phone numbers say they are currently having technical issues and the call is dropped. When I cancelled my reservation the refund amount due to me was $0. This is several thousand dollars that I am out. The airline company, (***) gave me full credit for the canceled flight.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Booked a hotel with Expedia for a funeral in idaho, we are traveling from Washington and as of now we are almost fully locked down and the service was cancelled so I tried to use the app to cancel and they said my window to cancel for a full refund was over but when I called hotel they said that's never been their policy they have a window up to three days before, but unfortunately they can't help because we used Expedia to book. I've been trying to contact Expedia for days about this as we are trying to get a full refund ( which we bought the travel insurance as well) so we can use that money to set up another memorial for my late uncle. I want Expedia to honor the hotels policy and not charge me half to cancel when I should be getting a full refund and I can't and won't wait until seven days before my trip for the automated system to stop hanging up on me. I paid $170.00 and Expedia is only trying to pay back $85.00 and say it's the hotels policy which it isn' *** Expedia trying to keep money and hope people won't call the hotel or other places to confirm and to me this is robbery.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because it's theirs website policy that's the sham that tries to take money from those that don't know or have the time to wait around for all the back channels and red tape bs. My mother in law also booked with them but chose to pay when she got to the hotel and they also want to charge her to cancel which makes no sense at all and is against the hotels policy, it's only Expedia policy. So how many people canceled and lost half of their money because they didn't know better or couldn't talk to someone or didn't know how to go through other means or in this pandemic didn't have time to wait and really needed the money now?
Sincerely
April 7, 2020Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case number ***) regarding his
hotel reservation. Our records indicate that on February 27, 2020, Mr., or
an authorized user of the Expedia account, self-booked a hotel reservation for
two travelers, under itinerary ***. The hotel stay was at the *** located in Moscow, ID, from April 24, 2020, to April 26, 2020. This
included Travel Protection Hotel Booking Protection provided by ***.On March 19, 2020, Mr. contacted
Expedia inquiring about cancelling his reservation due to the Coronavirus. An
Expedia agent contacted the hotel, who authorized to cancel the reservation
without a penalty. The same Expedia agent processed a refund of $170.00 to Mr.
***’s original form of payment.Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. Expedia does not own or operate any travel related
services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the
policies dictated by the hotel. Additionally,
Expedia’s’ Terms of Use which was agreed to by Mr. at the time of
booking, which expressly states:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michelle ***Corporate Correspondence Team
I booked flights itinerary #***. *** airlines cancelled flight. As I booked through expedia, *** airlines are unable to assist in refund or re-booking. Expedia says I have flown the return flight. Expedia never notified me that these flights were cancelled. *** airlines emailed on 14mar to notify cancellation. I have been trying to contact expedia every day by phone and through their customer portal with no success. All I want is a credit note so I can book another flight at a later date.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked a ticket on March 7 2020 for me and my elderly mother to travel to India on March 17, 2020 thru *** airlines for my cousins wedding. Days after this on March 11, 2020 India announced a travel ban due to the coronavirus, so we were no longer eligible to enter the country. Our flight date was March 17, 2020. Originally after hearing the news about the Indian government canceling visas I called Expedia and waited for 3 hours to speak to someone, I initially wanted a refund and the representative told me I would have to follow the airlines policy so I check *** website and it’s posted that they are waiving all fees for tickets booked until March 31. But she explained to me that they have given Expedia different instructions and at the moment there is nothing she can do. Days later and after many failed attempts of calling being on hold for hours only to have the call I dropped I get thru to a guy who said yes I should get a refund but *** is not allowing it, he transferred me to his supervisor who basically said the same thing and then said if you want to change your flight we will charge $300 per person and I agreed, I had found my alternate flight and everything but our call was disconnected, she called me back one time said hello but then the call disconnected again and there was no call back after that. So my flight should have been changed on March 16, before it could be listed as a “no show”. Due to Expedia’s travel consultant and supervisor that was helping me, my request was not fulfilled Now it’s March 17, my flight has departed I obviously did not board this flight due to things which are out of my control; but I’m asked to now pay $600 per person. So now that’s $1200 on top of the $1864 I paid to travel this world class airline who has not provided one bit of relief or service during this time of hardship. I’m very disappointed at the way Expedia has handled things regarding this and how it treats its customers in emergency situation
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I have been attempting to contact Expedia since 3/8 to cancel 2 airline tickets I purchased to the UK. Close to 9,000.00 dollars with Travel Ins. I have waited at least 1 to 2 hrs on at least 12 attempts to cancel this travel, this started the day after I purchased them. I had ONE automatic callback that disconnected the minute I answered. All others calls disconnect before any agent picks up. I called ***, they said they had no record of payment and to call Expedia... I understand that they overwhelmed due to this world wide virus, however, This has been ridiculous. I want this travel cancelled and refunded and I have been attempting to do this since March 9. I have all call logs reflecting number of calls and duration of each to Expedia and ***. Again, *** says to call Expedia and also said they can't verify payment type. My *** card was charged. And the 500 dollar travel ins needs to be cancelled as well. Worthless.
April 7, 2020
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline reservation.
Upon researching the complaint the customer did not provide an itinerary number and there is no record of an airline reservation under her account. While the email address is linked to an Expedia account, there is no record of an itinerary on her account. We would suggest that the customer provide an itinerary number or email address used when the booking was completed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-***. For immediate attention and to confirm the itinerary you may contact Expedia by phone since our wait times are now much lower. You may submit a previously completed itinerary, itinerary # ***
Sincerely,
Daniel *** Corporate Correspondence Team
There has been NO RESOLUTION to this claim. I would have provided the additional information requested had the emails not gone to SPAM. This problem is exactly what I am talking about *** says call Expedia, they can not find proof of payment. I have repeatedly tried to contact Expedia (Do have the call logs). I have gone thru all the steps that Expedia has online. NO ONE has contacted me. I do understand that the Virus is causing problems but I am not talking about a few hundred dollars, 8,805.50 to be exact on travel to a Country that is closed AND that no one would travel to in July/August. I have been trying since early March to cancel this to no avail.
email addresses: *** or ***. Expedia has been provided the itinerary number in original request. My phone number is
May 12, 2020
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is again responding to the consumer complaint from Ms. (***) regarding a flight refund request.
On the original complaint Ms. failed to mention the itinerary number she was referring to. We would like to remind Ms. the booking was made under email address *** and the itinerary number is ***
I have now reviewed the itinerary and contacted the airline. We are able to confirm that the flight reservation is still active. The tickets that were purchased are non-refundable and the airline has not changed or canceled the reservation. If any cancelation is made by the airline in the coming weeks they would then provide change or refund options. The insurance portion has been canceled by Ms..
We are unable to provide any additional refunds that are not authorized by the airline. During the booking Ms. agrees to abide by the terms and conditions imposed by any supplier with whom she elects to deal with. The Terms of Use that Ms. accepted are provided below.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.com Companies or the Expedia.com Partners. The Expedia.com Companies and the Expedia.com Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia.com Companies and the Expedia.com Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us by phone.
Sincerely,
Daniel *** Customer Correspondence Team
I reject Expedia's response. I can not not just cancel the tickets, I must wait for Expedia's/Airline's to cancel them. Expedia has made no attempt to contact me in person after many, many attempts to reach them. My travel was to commence 7/30. All other travel prepays etc have been refunded EXCEPT Expedia. Scotland is not accepting tourists at all....till possibly October and most likely this order will be extended. All celebrations and tourism activities have been cancelled. Again, we are talking over 8,000K in airfare that I paid, for a trip that is not going to happen do to Covid19. No one should have to go through this kind of hoops to get their money returned. Expedia best review what our government has ordered in regards to Airfare, refundable or not. I do not want this issue closed till my airfare is refunded.
I purchased airline tickets through Expedia for travel from South Africa to USA. I am US citizen but also travelling with non-US citizen. Due to travel ban, I was informed by *** Airlines that one leg of my departing flight (London to Philadelphia) has been cancelled as well as one leg of my return flight on *** Airlines. For obvious reasons, I am unable to complete this trip as two of my legs are cancelled. I checked Expedia website and all of the airline websites and I am eligible for an airline credit, but the airlines (***, ***, ***, and ***), all referred me back to Expedia to process my credit. I have spent three days attempting to reach Expedia. Waited on hold via telephone four times from 40 minutes to five hours to be disconnected each time. I attempted to reach Expedia via online chat as well. Three times the chat was intentionally disconnected by service rep when asked if I was still there (after several hours waiting), I replied YES immediately, and the rep said they were disconnecting due to technical issues. My flight leaves in a day and I am still unable to reach anyone. It is incredibly expensive for internet and phone service in South Africa to spend hours trying to reach Expedia and as of today, I have waited online or on phone a total of 14 hours.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
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
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
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 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 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
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 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
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 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
Their online system will not allow you to cancel your flight. When you call any of the multiple numbers they have for supposed "customer service", it tells you to cancel on the website. Get your crap together Expedia and allow people to cancel or change flights if required.
Booked flights and hotels with them months ago then this pandemic happened and my destination closed it's border so no flying in and no flying out.So I attempted to reach out to them to cancel multiple times for 6 days already(day and night) either by phone or thru their chat section on their website but getting these technical difficulties and high volumes of call excuses and on 2 occasions intentionally put me on hold for a long time then disconnected me. I filled out the form for refund request and tried to follow up on them multiple times but kept getting the same messages. I called the airlines and hotels to cancel and get refunds but they informed me that they cannot do anything about them as I booked them thru expedia.Most of the hotels I contacted have agreed for refunds but it has to come from expedia (one of the hotel said they have not been paid by expedia). I have spent almost $ 7000.- on these trips and wished that I have reserved them directly thru the airlines and hotels.
We are trying to reschedule our vacation due to Covid 19. We are supposed to leave this Saturday and we’ve been trying to reach customer service for the past 3 days. You are on hold for an hour and the the call hangs up. You also can’t reach anyone through the website.
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 tried to contact the week leading up to my flight to cancel a booking I had from LAX --> Tokyo; however, the customer service phone number led to an automated message regarding system outages. When I was able to get pass this, I was on hold for 1.5 hours, 2 hours, 1 hour, 45 minutes before being hung up on. Additionally, I tried contacting Expedia through their online chat portal, but was faced with "All our agents are busy at the moment, Please check back with us in a little while..." I also filed their online form on March 16th for a refund from Expedia for the flight. However, I was never able to contact a customer service agent. Finally, after 4.5 hours on hold for their chat option, I was able to chat with an agent. They informed me that per their policy, flights had to be cancelled 6 hours ahead of the departure time. I explained to them that I had tried numerous times, but was unable to since their infrastructure is not built to support this many calls. They refused to issue credit even though this is a result of their lack of customer service channels. I even called *** Airlines to see if they could assist me, but I was redirected back to Expedia even though my time was limited.
Expedia also took away the option for self service on their portal (an option that was available to me previously) so I was no longer able to cancel myself. I believe that this tactic forced consumers down the narrow pipes of having to either 1. chat or 2. phone. Both of which were experiencing outages.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: my trip was scheduled to depart on March 17th and I did not board the flight. As a result, the options contained in the body of the response from Expedia are not relevant to my booking.
Sincerely
April 7, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. Shan
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on August 10, 2019, Mrs., or authorized user of the account, self-booked a flight reservation on Expedia.com, under itinerary *** Travel was with *** Airlines, departing on March 17, 2020, returning on March
30, 2020, from Los Angeles, CA, United States to Tokyo, Japan. We understand Shan
*** is requesting a refund and/or credit for the unused flight reservation. Please extend our apologies to Mrs.
*** in regards to her experience with Expedia. We regret any
inconvenience that have occurred and would like to assure that her reservation
is important to us. With Coronavirus (COVID-19) continuing to impact travel around
the world, we are currently experiencing an unprecedented
volume of requests that are preventing us from responding within our
normal standards.Upon reviewing Mrs.’s booking, we
can confirm that an issued flight credit is the
only option that the airline is providing at this time. As such, Mrs.
***’s itinerary is eligible for a waiver of all change and cancel fees.*** Airlines has issued Mrs. credit equal to the value of her original flight booking to
use towards future flight. To learn more about the credit, kindly
advise Mrs. review *** Airlines’
policy at https://www.singaporeair.com/en_UK/sg/travel-info/precautionary-measures/.When Mrs. is ready to use her travel credit, we
request that she contact our service desk and reference the Expedia itinerary
number.Again, 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,Erika *** Corporate Correspondence Team
I have booked my flights to Expedia from ***o *** on March 20th now federal issued for all travellers to avoid all non essential trips . Also my flight is air canada which is on the website they’re saying issuing full refund also my final destination air *** has been shut down as well. I called Expedia to cancel my trip they said I can’t cancel my trip only will give me credit which is I have to use it on future travel but air canada on the website saying they will give full refund. I want my refund back to my credit card. Thanks
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