On 02/12/2020, before COVID-19 was declared a pandemic, I booked a hotel stay in Venice, Italy for two nights. The booking was for June 1 through June 3, 2020 at ***, Venice. As advertised, I pur***d the room with included hotel services and amenities such as buffet breakfast, concierge services, dry cleaning, room service, maid services, etc… Soon after COVID-19 hit, travel restrictions to Italy and the European Union were instituted. My flight, which I also booked through Expedia was canceled and I received a voucher for that booking. I reached out to Expedia several times regarding the hotel booking and was repeatedly told that it was a non-refundable booking and I would not receive any reimbursement. *** posted on their website that they had suspended hotel service from May 18, 2020 through June 3, 2020. At that point the hotel had breached their contract. The hotel admitted that they would not be providing the services that they had advertised when I made the $538.34 pur***. I reached out to the hotel about a refund or credit, to which they directed me to contact Expedia because the room was booked through them. The hotel did say that a voucher or credit would be provided. I reached out to Expedia again and was not offered a reimbursement. I disputed the credit card charge with *** Bank NA and provided the company with all the information regarding my situation. The credit card company investigated the dispute which ultimately resulted in denial of my claim. Expedia falsified information to *** by explaining that they had no records of me reaching out to Expedia, even though I reached out on multiple occasions. Fortunately, I had taken screenshots of the Live Chat between myself and the Expedia customer service team. Expedia falsely accused me of not trying to cancel the hotel room to receive a reimbursement. I tried to appeal *** decision to no avail. *** refused to provide any further help in my case. Ultimately, although the booking was deemed “non-refundable”, the hotel had canceled on me. The actions taken by the hotel is in breach of the contract that was agreed upon at the time of my pur***. I do not believe it is fair or legal to advertise certain services, collect a non-refundable payment, refuse or cancel the services before they are provided to me, and then refuse to provide a refund, credit or voucher.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** June 1-3, 2020 with a change or cancel policy that states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
On May 28, 2020, the customer reached out via chat to request cancellation on the reservation. During the chat session, customer care advised that any cancellation would result in receiving a voucher for future use with the hotel.
It is noted that the customer went idle and no was no longer responding and the chat session was terminated with no action taken on the booking.
We do not find any later contact with Expedia regarding the booking for *** prior to June 1, 2020 and the booking was active as of the check-in date.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
As the booking was left active, we have reached out to *** to request if a waiver for the charge may be provided.
Unfortunately, we were unable to obtain approval for a refund from the property. As the hotel has billed in full and the reservation wasn't cancelled, we are unable to offer a refund or future travel voucher for this reservation.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Customer Response
• Aug 07, 2020
Complaint: ***
I am rejecting this response because: Expedia has failed to provide a resolution to my issue. Expedia
made fraudulent claims to the credit card company saying that I never reached
out to cancel and obtain reimbursement. I have attached the form that ***
Bank has provided, which contains Expedia’s fraudulent claims. Expedia also
told the bank that had the hotel been cancelled, I would not receive a refund. This
contradicts everything that Expedia has said in the Revdex.com response. In their
response on Revdex.com Expedia now mentions that I did reach out to them and that I
would have received a voucher. However, now I have requested a voucher through
Revdex.com and Expedia to give me a voucher. Expedia made fraudulent claims to a bank
and is refusing to provide just compensation therefore I am rejecting this
response.
1. I booked Hotel *** on Expedia for the dates of April 25th – April 27th. We also purchased travel insurance.
2. On April 25th the hotel was closed due to Covid-19 and we could not stay there.
3. We contacted Expedia for a refund.
4. Expedia tried to get in touch with the hotel by phone, but failed to do so since the hotel was closed.
5. We have called Expedia just about every week seeking a resolution with no help from them.
6. On May 13th (2 WEEKS after my scheduled stay) Expedia finally sends an email to Hotel *** asking to cancel my reservation which has already passed and also the hotel was closed when at the time of our reservation.
7. I have contacted Expedia several times. They continue to act like they do not know what is going on. I just want my money back.
Customer Response
• Jul 30, 2020
Hello, my name is ***. My Complaint ID is *** and is against Expedia. I am not sure if I am contacting the correct department, but I did want to let someone know that I finally received a refund from AIG, through which I purchased travel insurance. Expedia still did not acknowledge any wrongdoing, so that is disappointing. At least I got my money back. Please let me know if you have any questions or if you need any further information.
On January 12, 2020, a reservation was made through Expedia to *** Airlines for a flight from Lisbon, Portugal, to Madrid, Spain. The flight was cancelled because of the pandemic, and on April 8 an Expedia email stated an airline credit had been given. *** Airlines informed me that in order to process my refund for the flight that an email needed to be sent from Expedia requesting the refund. After several attempts to get my refund via the chat window of the Expedia website, on June 2, 2020, I sent an email to request a refund. On June 11, 2020, I contacted *** Airlines and learned they had not received an email from Expedia requesting my refund. On June 11, 2020, I emailed Expedia with that information and received a reply on June 13, 2020, that a request email had been sent. On June 24 , 2020, I emailed Expedia again and received a reply that a refund request had been made. It is now July 23, 2020, and I have not received a refund as requested. The airlines in Europe and the US have been told to refund money when requested and not to simply provide credit.
Expedia.com Response
• Aug 22, 2020
August 22,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Ms.’s complaint that their flights were cancelled, and he
is requesting a full refund for his booking. Our records indicate that on January 12, 2020, Ms. or an authorized user of the account booked a
one-way ticket online via Expedia.com, departing on April 23, 2020, from Lisbon, Portugal, travelling
to Madrid, Spain via ***. The total
cost of the booking is $119.70.At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly
provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on April 4, 2020, Ms.’s flight was cancelled due to Covid-19. The customer was issued a
future travel credit with *** equivalent to the unused value of the flight ticket. And on April 14,
2020, the customer reached out to Expedia chat agent and requested a refund in
lieu of the airline credit.On April 20,
2020, the customer reached out to Expedia chat agent again and requested a
refund. On the same day, then assisting Expedia chat agent sent a refund request
email to ***. An acknowledgement email was received from ***
shortly after the email was sent, which stated that the “request has been received successfully and will be answered
shortly”. And on April 23, 2020, the
customer called in to follow up on the refund request. On the same day, another
refund request email was sent to ***, as the airline hasn’t replied to
the previous email sent. And on May 15,
2020, the customer reached out to Expedia chat agents to follow up on her
refund request. Then assisting chat agents referred customer to ***’s
policy and advised the airline is only offering a future travel credit.Additionally on
June 2, 2020, Ms. called
in to follow up on the refund request. On the same day, another refund request
email was sent to ***. An automated reply was received from the
airline that stated the same thing. Couple more refund follow up emails were
sent to *** on June 10 and June 24, to which the same automated email
replies were received. On July 27,
2020, a remark was added on the flight record by Expedia ticketing department
that states, refund for the flight ticket could not be initiated from Expedia’s
end due to the restrictions imposed by *** on the flight record. On the same day, another refund request email
was sent by Expedia Air Fulfillment Team to ***. The airline was also
advised that Expedia’s attempt to initiate the refund was unsuccessful as the
airline disable the refund option on the flight system. Again, the same
automated email reply from the airline was received. Also, on August 19, 2020, Expedia corporate
customer service agent reached out to *** regarding customer’s refund
request. Expedia agent was then advised by the airline representative that they
don’t provide assistance over the phone, and ask to send an email instead. On
the same day, a follow up email was sent to ***. And again, only an
automated response email was received. Another refund request email was sent to
the customer on August 21, 2020. However, only the same automated email
response was received from ***. On the same day, refund request was also submitted on *** site. The following
day, August 22, 2020, an update on the refund request submitted
online shows that refund is complete. A 59.85 USD voucher (per
ticket) will be issued, which will be sent to Ms.’s email. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** was the operating carrier and merchant of record
(the entity that received the funds and the company that charged the credit
card) on this itinerary. We hope Ms. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies.Based on the
above, the refund request submitted on *** site was approved. A 59.85 USD voucher will be issued for each flight ticket. Ms. will receive an email about the vouchers and instructions
on how to request a refund for them. 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. Sincerely,Aida Rena
***Corporate
Correspondence Team
Customer Response
• Aug 22, 2020
Complaint: ***
I am rejecting this response because:
The response states the *** Airlines refund request was approved. The email from *** Airlines in fact states: You will soon receive your voucher by email, which can be used immediately when booking travel at https://www.***
There will not be a refund, but a voucher. While Expedia states they must adhere to the policies of the airlines, they have a business relationship with *** Airlines and therefor some ability to negotiate on behalf of their clients.
This flight is part of a two-week trip that was planned to Europe in late April and early May. All other airlines have refunded fares, as ordered by the European Union. I have also contacted my credit card company because this amount was charged and the services were not provided. It may only be $119.70 for the two tickets, but it is my money, not *** Airlines or any commission paid to Expedia.
Sincerely
Expedia.com Response
• Aug 25, 2020
August 25,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. Expedia is
responding to the consumer complaint (rebuttal) from *** (Revdex.com case number *** ) about a refund. We understand
from Ms.’s complaint that she wants to get a refund for their
unused flight tickets. On August 25,
2020, a $119.70 refund was processed on Ms.’s
account. The refund may take up to 10 business days to get completed, depending
on their financial institution, and will be credited to the original form of payment
used. Based on the
above, Ms. has been fully refunded for their unused *** flight tickets. 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. Sincerely,Rena
***Corporate
Correspondence Team
Customer Response
• Aug 25, 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 find it remarkable that I have been requesting a refund for several months and after this complaint was filed the refund was magically processed. In my view, Expedia is not acting in good faith. Expedia also received a refund from a hotel stay I shared jointly with others, and they have not yet refunded that amount of over $1,500 either.
I certainly understanding this is a difficult time for the travel industry, but keeping money that does not belong to them is almost criminal.
When taking a vacation to Raleigh, North Carolina, my party and I rented a minivan through the travel agency Expedia. The rental car company Expedia provided for us was ***, also know as ***. There was an 80 dollar deposit put down on the car for collision damage, and the rest of the fees were to be paid upon arrival. The itinerary provided by Expedia stated: "When you arrive- Catch the shuttle bus for ***/*** car at the green rental car shuttle stops outside bag claim at terminal 1 and terminal 2". Before we arrived in North Carolina that morning, my party and I called Expedia to double check if the car was ready for pickup by 1:15 that day, the time the itinerary provided. After getting the name that the car was reserved under, the Expedia employee told us that the car would be there at that time. Once my party arrived in Raleigh, we were waiting at the terminal to be picked up by the ***/*** car shuttle. During this time, we were approached by several shuttle drivers from other rental car businesses. We were informed by them that *** was no longer operating and that they were not providing cars to anyone. We ended up getting a ride from another shuttle service. The driver took us by the *** gates, and everything was shut down. During this time, we also tried calling ***, and were told by an automated message that they were not taking calls at this time. We contacted Expedia to explain what had happened, and were told they would have to contact ***. After explaining multiple times that *** was not in operation, we were promised a refund of the 80 dollar deposit that was put down. We were told to check the email that was provided when booking with Expedia in the next few days following, as there would be customer service reaching out to go through the steps of how to get a refund back. That was on the 11th. As of now, the 23rd the only emails received from Expedia so far were to take surveys. When taking the surveys, we also included what had happened in them. I would like a refund of the 80 dollar deposit that was put down for collision damage with a car that was never going to be available to be picked up upon arrival due to a rental car company no longer operating, despite an Expedia employee stating he made sure that it would be ready for pick up that day.
Expedia.com Response
• Aug 18, 2020
August 18,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund We understand
from Ms. complaint that she was not able to pick up the
rental car and wants a refund for the Travel
Protection Collision Damage Plan.Our
records indicate that on January 26, 2020, Ms. or an
authorized user of the account booked a “Pay Later” Car Rental from *** Rent-A-Car for dates
July 11 to 18, 2020, for pick up and drop off at Raleigh Intl Airport Morrisville North Carolina . The
customer also purchased a Travel
Protection Collision Damage Plan for the rental and was charged $80.00. Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on July 11, 2020, The customer called Expedia customer service
department to confirm their reservation. Four hours later, the customer called
back and requested to cancel the reservation as the car rental pick up location
was closed at the time of pick up. Then
assisting Expedia agent called ***
Rent-A-Car was prompted by an IVR that there was no one available to take calls
and all queries need to be sent via email. Expedia agent sent an email to the
email address provided by the IVR; however, the car rental company has not
replied to date.On August 17,
2020, an attempt to contact *** Rent-A-Car was made to validate customer’s
claim. The call was routed to an Interactive Voice Response system that advised
that there is currently nobody taking calls at *** Rent-A-Car and all
queries have to be sent via email to [email protected]. On the same day, an
email was sent to the email address provided. To date, no response has been
received from the rental company.
After further review we can confirm that on August
18, 2020, insurance provider, Travelguard, representative confirmed that there is
no recorded claims filed under Ms. policy number.
And an $80.00 refund has been processed and will be credited to the original
form of payment used. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. We hope Ms. understand
that we must adhere to the rules and regulations of the car rental and
insurance companies, including their cancellation and refund policies.Based on the
above, Expedia was able to confirm that am $80.00 refund has been processed on Ms. account for the premium paid for the Travel Protection Collision Damage Plan. The refund can take up to ten business days to
be credited to the customer’s original form of payment, depending on their
financial institution. 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. Sincerely,Aida ***Corporate
Correspondence Team
Customer Response
• Aug 18, 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. Thank you so much. I really appreciate the work that the Revdex.com does.
I am hoping that you will be able to assist me in this issue. I have been working with Expedia since March when I cancelled my reservation. I cancelled my trip to New Orleans due to COVID-19 that was to occur in March 2020. I received airline credits and when I inquired about the hotel refund, I was told that since this was a package deal I would not be able to receive a refund. I called a few times and was told the same which didn't make sense as it was not my doing that I had to cancel. The state of LA was basically closing down due to the virus.
At that point, since Expedia was not able to assist, I disputed the charge with Bank of America. Bank of America came back and did not honor the dispute (please see attached) and I was not refunded the $501.21.
After this I contacted Expedia to discuss this issue again and the representative told me to contact the hotel. I contacted the hotel and they said that they had not received funds from Expedia and therefore could not issue a refund. I contacted Expedia again and the representative was able to contact the hotel and confirmed my findings and processed a refund for both nights totaling $501.21.
Per the Expedia recording the refund of $501.21 has been processed as of 06/30/2020. I have been waiting for this refund sine 06/30/2020.
I called today (07/21/2020) to inquire about the refund and after speaking to about 4 representatives was told that I could not receive the refund because of the dispute that was originally placed even though I did not receive a credit.
I spoke to a representative who provided me with this email address as he would not be able to work on this issue any further due to system / role limitations. He told me to provide you with the below information and you would be able to provide assistance in getting my refund of $501.21 or provide next steps. I just spoke to Bank of America and the representative told me they would never reject a credit coming in from a merchant.
I am at a loss because I do not understand what is taking so long with getting me the refund and I do not receive any response to email or Social Media inquiries. I continue to get passed to one representative to another when I contact by phone. I received airline credits....and would rather get a refund but at this point because I do not want to use Expedia ever again.-> I would like my hotel refund.
Expedia.com Response
• Aug 16, 2020
August 16,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the refund request. We understand
from Ms. *** complaint that she has not
received the refund for her unused hotel reservation. Our
records indicate that on January 19, 2020, Ms. *** or an authorized user of the account booked a travel package online via
Expedia.com to New Orleans,
LA for travel 20-23 March 2020. The package reservation included a roundtrip
flight departing on March 20, 2020 from Chicago,
IL travelling to New Orleans,
LA via *** Airlines, and returning March 23, 2020. The package booking also
included a non-refundable 2-night stay at *** New Orleans for check in on March 20, 2020, checking out March
22, 2020. Total cost of the package was $1,682.69.At the time of completing his booking
with our agent, Ms. *** agreed to our Terms of Use, which
expressly provide:Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on March 16, 2020, customers’ flights were cancelled due to Covid-19. United
Airlines issued an airline credit equivalent to the unused value of the flight
tickets. And on April 21, 2020 , Ms. *** called Expedia
customer service regarding their hotel reservation. The customer was then
advised to wait for an email with instructions on how to receive a hotel
voucher for the unused reservation.
On June 11, 2020, the customer called to
request a refund for the cancelled travel package booking. Assisting Expedia
agent advised customer they will receive a future travel credit from United
Airlines in lieu of a refund. The hotel was also contacted and approved the
refund for the unused reservation. On the same day, a refund was processed for
the non-refundable hotel reservation.
Additionally, on July 23, 2020, an acknowledgement
email was sent to Ms. *** in response
to the letter she sent. The customer was notified that an Expedia representative
will reach out to her once investigation on the issue has been completed. And
on July 30, 2020, the customer called in to follow up on the refund for her
hotel reservation. Expedia agent advised customer that previous refund failed
due to the chargeback claim, and was told to submit proofs showing claim was
closed.
After further review we can confirm that on
August 14, 2020, Expedia chargeback agent processed a $501.21 refund on customer’s
account for the non-refundable hotel reservation. The agent documented that
chargeback was reversed. Please note that Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies, and airlines, and is subject to
the rules and restrictions of those providers. *** Airlines was the operating carrier and
merchant of record for the customer’s flight booking (the entity that received
the funds and the company that charged the credit card) on this itinerary. We
hope Ms. *** understand that we must adhere to the rules and regulations
of the air carrier and the hotel, including their cancellation and refund
policies.
Based on the
above, Ms. *** has been refunded for her
non-refundable hotel reservation. The refund can take up to 10 business days to be completed depending on their financial institution. The customer also holds a future travel
credit with *** Airlines
equivalent to the unused value of their flight tickets. 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. Sincerely,Aida ***Corporate
Correspondence Team
I booked a direct flight to Japan through Expedia (DBA ***). *** cancelled the direct flight and put me on a connecting flight. I requested that the flight be cancelled. Expedia was unresponsive. I cancelled it with *** directly. I am now seeking a refund from Expedia but they have only facilitated a flight credit. I explained over the phone on several occasions and via email, but they have been terrible to work with. They will not email me back, and when I call, I get the runaround.
Expedia.com Response
• Aug 21, 2020
August
21, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
Revdex.com,Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought, to our
attention. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding a refund request. Upon additional review it was verified
that Mr. booked the reservation in question, itinerary ***, with *** Ultimate
Rewards and not via Expedia.com. We have worked with our *** team to provide
the following details on this issue. Records have verified that Mr.’s
flight did undergo an airline scheduled change as issued by *** Airlines. Upon further review, it was determined ***
Airlines took control of the ticket back in December of 2019 and therefore any
additional action taken on the reservation needed to have been done by ***
directly. We contacted *** and they verified that, as the return flight was changed from
a non-stop flight to a connecting flight, this should make Mr. eligible
for a refund. Please be advised that *** has sent the refund request off to
their refunds department for further review and action. A refund is not guaranteed at this point. They have advised that
a decision on the refund should be made within 5-7 days. We will be contacting ***
back on August 28, 202 to check on the status of the request. Once their
decision has been finalized, if a refund is permitted, we will ensure the cash
and points paid for this reservation are returned. Again,
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. Sincerely,Michelle ***Ultimate Rewards Supervisor Desk
Do NOT book with Expedia. I got screwed out of $1,400 due to covid. In March I had a trip planned to Denmark. Well all the International borders closed and because I'm a nurse exposed to covid patients I was never able to go. Expedia doesn't give you a refund if you cancel the trip and they wouldn't budge on refunding me saying I never cancelled (even though they say if you do you're guaranteed to lose your money) and that the borders were open so I could've gone if I really wanted to. Mind you all this happened the week all international borders closed and everyone was in crisis mode. Not to mention you could never get an Expedia Rep on the phone to help or any useful person to help using the chat feature. Save yourself the trouble and use a more customer friendly site. Expedia is not the one.
Expedia's customer support is absolutely unacceptable during COVID-19. When other travel agencies try to work out things, Expedia tries to hold on to money that the have never earned. Also, be aware of their voucher policy. If you use it to book a trip and then cancel, you lose the voucher.
I had a trip planned through Expedia for May 2020 to Amsterdam and planned on staying three nights at the *** Hotel arriving on 05-23-20 and checking out on 05-26-20. I paid via *** and the room was non-refundable. However, due to the COVID-19 pandemic Expedia informed me that my flight was cancelled and obviously no international flights were permitted. Clearly, under the extraordinary circumstances, I think the "non-refundable" issue should be waived. Initially, they told me the Hotel had my money and I contacted the hotel directly and spoke with Hans the manager/owner directly and he informed me that Expedia never paid them and Expedia has my money. I have contacted Expedia over 6 times and each time they tell me they have to contact the hotel and they will get back to me in 24 - 72 hours (vs the usual 10 business days) because my case has been escalated up to management. After the 6th time, I realize they are just trying to wear me down. I will not give up on principle at this point. I was charged $810.59 for a hotel stay that I did not decide not to go on but was informed I could not go. *** refunded my money after I contacted them directly and every other booking we had for our trip was refunded due to the circumstances. It is outrageous that Expedia continues to tell me that my case is open, however the hotel isn't responding to them and therefore they cannot refund my money. I have an email from the hotel that they never received my payment. I would like Expedia to refund my credit card for the full amount. Again, under normal circumstances I understand the rules of "non-refundable". However, this is just not fair, Expedia notified me of the cancellation of my flight and I found out the hotel was temporarily closed. Even if I swam across the ocean to get there, I would not have been able to stay there. ALL flights were cancelled and there is a pandemic going on in the world. I am so frustrated with the repeated run around they are giving me. I would greatly appreciate any assistance you can provide in helping me get this matter resolved.
Expedia.com Response
• Aug 04, 2020
Dear Revdex.com,It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 20,2020 via Expedia Mobile App for arrival on 23 May 2020 and departure on 26 May 2020 . At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our customer service teams attempted multiple times to contact the property while customer was on the phone however, we were not successful since the time of the call was not in their operating hours. We followed up with the hotel with multiple emails requesting they authorize a refund due to the Non-Refundable policy. We did not receive a reply to our request.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Due to the flight being cancelled and the hotel not responding to our communications we have issued a refund in the amount of $821.89. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 04, 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.
Sincerely
Expedia.com Response
• Aug 27, 2020
Dear Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.We apologize to our customer for any confusion or difficulty in receiving her refund.We found that the original refund that processed on August 13, 2020 failed because the customer initiated a dispute with American Express. We traced this back and found that the customer claim was denied. The expiration date changed on her card so we phoned the customer to obtain new date and advised she contact American Express to stop the dispute so refund would successfully process. The refund did process successfully on August 21, 2020 with a confirmation ID of ***.Thank you for allowing us another chance to review this case.Best Regards,
The Expedia Team
Customer Response
• Aug 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Hello,
In January 2020 I bought a flight ticket for at expedia.com, a flight from Chicago (USA) to Krakow (Poland), I paid for the flight ticket, $1,184.58 with my debit card, the last four digits ***. Booking details: Itinerary # ***, booking # ***
In early May 2020, expedia.com sent me a confirmation that the flight was canceled and that I would receive a refund on my debit card.
After receiving this information, I immediately contacted expedia.com to change my debit card details as I had changed to another bank and received a new debit card. I have sent expedia.com a copy of my bank account closure documents and uploaded my new debit card details. I got a reply from expedia.com that they cannot refund me for a new card, only for the original payment. I have contacted expedia.com by phone and e-mail many times, but they flatly refuse to refund my money. I asked for other forms of refund, a check, or direct deposit to my account, but they refused and said they had no other way of refunding the money, only to a credit card that no longer exists.
I argue that expedia.com wants to keep my money for itself and refuses to refund, knowing that I no longer have the debit card and bank account from which I used to pay for the flight ticket. I know they can return the money to another card as there are technical possibilities, but they still refuse to refund.
They repeatedly sent me false refund confirmations in various amounts, all in order to get rid of me for the next few days. The problem has been going on for several months, I made dozens of phone calls and sent dozens of emails, Expedia still refuses to refund my money to a new debit card. I am asking for help in my case. Please find attached a copy of the correspondence.
Expedia.com Response
• Aug 04, 2020
Hello Revdex.com,I am pleased to provide assistance with case # ***. Below are the findings and resolution to the case:
Findings:According to our records, the original form of payment the
customer used at the time of booking has been cancelled. The flights were
cancelled and refunded in full to the original form of payment used at the time
of booking. However, the customer is now requesting the refund to be processed
to the new credit card rather than the original form of payment as they
no longer have access to the account. Resolution:To address the clients concerns, we have contacted
LOT-Polish Airlines as they are the merchant of record for the flights.
Unfortunately, the airlines have stated that they are unable to change the form
of payment the refund has previously been processed to. However, as the customer has provided evidence that the
original form of payment has been cancelled, our team would like to issue the
refund to the new credit card. Please fax the card type, number, and expiration
date along with the itinerary number to EPS GET at *** ATTN. Amber
B.The customer may use the template below to fax the
information to us. We ask that you please only send credit card information by
fax, as we are unable to receive this type of information by email. Customer Name: ***Itinerary Number: ***PNR: ***Name/Business on Card:Billing Address:Phone Number:Credit Amount: 1,184.58 USDCard Type: Credit Card Number to issue credit to: Expiration date: If you are unable to fax the requested information
outlined above, please provide your contact number and the best time to reach
you by phone (including your time zone) so that we can secure the card details
and proceed with a refund.We are truly sorry for any frustration this request has
caused, and we look to further assisting you in a refund. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Thank you,Amber B. Customer Relations Specialist
Customer Response
• Aug 09, 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.
Booked a ticket on 03/31/2020, Itinerary # ***, flying from AMD to DEL to JFK. *** cancelled the flights due to on going lockdown due to COVID19. On 4/16/2020, *** announced that they will provide a full refund if flights were booked between 3/25/20-5/3/20. Since then I am requesting Expedia to process my refund of $845.64. Often Expedia tells me that I will get a full refund and recently they have been telling me I will only get a credit with Expedia to use until 12/31/2021. Expedia's own answers differ from person to person. I also have an email from Expedia's agent from 5/12/20 that they received from *** on 4/28/2020 which says airline will provide a full refund, it will take some time though. I have been waiting for over three months now. I have all messages to and from Expedia on twitter as well. Please help.
Expedia.com Response
• Aug 20, 2020
August 20, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his
flight reservation. Our
records indicate that on March 31, 2020, Mr., or an authorized user of
the Expedia account, self-booked a flight reservation for one passenger on
Expedia’s website, under itinerary number ***. The booking included a
one-way flight aboard ***, departing Ahmedabad, India to New York, NY,
United States on April 15, 2020.On April 14,
2020, *** initiated an airline schedule change resulting in Mr.s,
flight being cancelled. The flight was automatically cancelled with use of a
future flight credit to be used directly with ***. On April 24, 2020, Mr.
*** contacted Expedia inquiring on the flight refund. The assisting Expedia
agent contacted *** on behalf of Mr., and was advised to send an
email to the airline for refund request. Per instructions from the airline, the
Expedia agent sent the email. On April
28, 2020, *** emailed Expedia back acknowledging they have received the
refund request on behalf of Mr., and will reply to the order in which the
request was received, with further instructions to initiate the refund process.
On June 1, 2020 *** emailed Expedia after a refund status email request was
sent, advising that due to the pandemic, refunds are taking longer than
expected.Expedia is
monitoring for an email response, and are sending emails to ***
requesting for status updates.
Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. We hope you understand we must follow the
terms and conditions as dictated by the vendors. Additionally, at the time of
booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Affiliates. The Expedia Companies and the Expedia
Affiliates are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Affiliates have no liability and
will make no refund in the event of any delay, cancellation, overbooking,
strike, force majeure or other causes beyond their direct control, and they
have no responsibility for any additional expenses, omissions, delays,
re-routing or acts of any government or authority.
We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Sincerely, Corporate
Correspondence Team
Expedi shared my .personal travels information with an importer. Putting me in risk. And is not sharing with me the imposter information EE PHONE NUMBER
Expedia.com Response
• Aug 17, 2020
August 17, 2020
Revdex.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 Expedia account. We understand the customer is requesting call transcripts and phone numbers of the caller from the call that took place on July 07, 2020.
Our records indicate that on July 07, 2020, Expedia received a call and the caller was able to perform our security verification process. The person was able to provide the email and phone number associated with Mr. *** account. We understand that Mr. *** states that he does not know this person that called in and wants Expedia to provide the call transcripts.
Please be advised that Mr. *** can request the call transcripts via a subpoena by reaching out to our legal department at:
ATTN: Expedia Legal Department1111 Expedia Group Way WSeattle, WA 98119-1111
We ask all Expedia customer’s to follow this process In order to protect and keep our customers safe. Therefore, we cannot disclose the phone number of the caller. We kindly recommend that Mr. *** updates his Expedia account through our website at www.Expedia.com under account settings: Manage your account info. In the Manage Your Account section, you can:
-Manage your email and password.-Enter your preferred payment methods.-Keep track of your coupons.-Decide on which promotional emails you’d like to receive (or not receive, if you’d rather).-Connect your Expedia and Facebook accounts.
This recommendation is based on the details that Mr. *** has provided. As mentioned above the caller was able to validate the account which indicates that they have Mr. *** personal email and phone number.
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.
We purchased airline (***) tickets to fly to Ireland on May 6th, 2020. The tickets were bought on-line through Expedia.com on July 30, 2019. Because of COVID19, our flights were cancelled and for obvious reasons we won't be travelling anywhere now or at any future time. When we called Expedia.com's customer service, first we were put on hold for 2-hours. We then spoke to a gentleman by the name, Luis V., who claimed they could not refund our ticket money ( 2 Airfare tickets(ticket number *** and ***) each @ $744.90(original itinerary number is ***) , Plus insurance policy number is: *** at $96 x 2), because *** would not refund the money and that Expedia.com could only offer us a credit to use the tickets within the next year.
Upon checking with ***, we learned that they do have a form to fill out to get a refund for the tickets rather than a credit.
Because we purchased the tickets through Expedia, we need to go through Expedia, but saying that a refund is not
possible is not accurate. We would like to make use of the *** refund request form for ID.
We should not be denied access to this just because we got our tickets through Expedia.
We are considered COVID19 high risk and will not be allowed to travel. We don't wish to travel any where soon, so the 1-year credit Expedia.com is offering in not acceptable.
We would appreciate your help with this refund.
We can be contacted via cell phone @ *** or via e-mail at *** Thank you for all your support.
Sincerely
Expedia.com Response
• Aug 13, 2020
August 13, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On July 30, 2019, Mr. self-booked a flight reservation on our site via itinerary ***. We understand from Mr. complaint, after speaking with an airline agent they mentioned to him that a refund may be possible.
After reviewing the complaint I contacted the airline which mentioned currently no refund has been authorized for the booking. We remind Mr. that when booking on Expedia, he agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
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.
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.
As mentioned on the Terms of Use We may not provide any refund for a booking that Expedia did not charge. At this time the airline has not authorized a refund. However, it’s possible that the airline may change their policy and provide a refund in the coming weeks regarding his case. We suggest that Mr. contacts Expedia by phone after two weeks, so we may once again inquire with the airline regarding a refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter.
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 at 1-800-397-3342.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• Aug 13, 2020
Complaint: ***
I am rejecting this response because: Our flights were cancelled. We bought insurance. We cannot rebook-visitors must quarantine for 14 days. Moreover, we I'm 65
and do not intend to travel until a vaccine is available. A friend of mine had a flight booked with *** for August. He has already received a refund, so the problem seems to be with Expedia. As far as "calling them," we've done that before. After being on hold for an hour and a half we are given the run around and this same nonsense that *** is not giving refunds. Someone needs to give us a refund. There are no legal "terms and conditions" that state that a company can keep your money when the service for which you paid is cancelled and it's impossible for you to use that service for the foreseeable future through no fault of your own.
Travel plans were cancelled due to COVID19.Expedia will not refund the trip. Impossible to reach by phone. Calls continue to e disconnected.
We booked flight, ground transportation, and flights for two to attend a wedding in Mexico, April 23-28, 2020. Hotel and ground transportation were refunded. We were issued a travel credit for the flight. We have requested a refund by telephone on at least five occasions. Expedia referred me to Delta who referred me to Expedia. FAA complaint filed against Delta who has since issued a refund to Expedia. Expedia customer service is customer no service. I have been "disconnected" on every call to Expedia forcing me to call back to start the explanation all over again. It is impossible to speak to the same person twice and the issues are never resolved: I wanna refund for travel in the amount of $1,598.28.
Expedia.com Response
• Aug 13, 2020
August 13, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on January 16, 2020, Ms. self-booked a flight reservation on our website. We understand from Ms.’s complaint due to Covid-19 they canceled the flight. Ms. is requesting a full refund for the airline tickets she purchased.
Upon researching the customer’s complaint, we have been informed that on August 3, 2020, Ms. was emailed by Expedia and informed regarding the airline tickets. If the airline authorized a refund, generally it can take up to 8 weeks depending on the customers financial institution to appear on the customers account. It’s possible Ms. has already been informed regarding this case. If Ms. needs more information we suggest she contact us at 1-800-397-3342.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter.
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.
Los Ángeles to Guadalajara (*** AIRLINES), Guadalajara to Los Ángeles (*** AIRLINES), August 8, 2020 to August 16, 2020.
On 07/21/20, I received an email from ***, letting me know that they changed my flight to August 7, 2020, I informed them that I had to work, I am an essential worker, that needs a break, and could not fly that day, because I had to work, they told me to contact Expedia.
I called EXPEDIA, they would not change my flight, from the one that *** changed my original flight to, even though there was one that left August 7, 2020, through ***, at 11:30 pm, that I could take they kept saying there was no such Flight, I was looking on both EXPEDIA & *** and there was. They kept repeating that this was a *** issue, I informed them that I had booked with Expedia, so they were responsible
Expedia would not change my flight, they agreed to cancel and refund only my outgoing flight, Los Angeles to Guadalajara, so I was stuck with only a with return flight.
I had to book directly with *** Airlines, I paid a difference of $137.24 extra for the change.
And wasted 3 hours of my day dealing with this.
Expedia kept telling me it was not there responsibility that it was ***’s, but I booked with EXPEDIA.
I feel I was robbed and taken advantage of, also my refund they said will take 8 weeks approximately.
That is ridiculous.
Please help.
Sincerely
Expedia.com Response
• Aug 14, 2020
August 14, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
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. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on July 14, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Los Angeles, CA USA to Guadalajara, Jalisco, Mexico departing on August 8, 2020 and returning on August 16, 2020, for a total of $743.28. We understand Mrs. is requesting that Expedia compensate her by refunding the itinerary and the difference she paid for replacing her cancelled *** flight reservation.
On July 19, 2020, Mrs. was sent an airline schedule change notification, which resulted in the cancellation of the *** flight reservation on July 21, 2020. In following *** Airlines rules, we processed the refund of $332.76, for the unacceptable time change. The refund timeframe is approximately up to 8 weeks, depending upon Mrs.’ financial institution.
From time to time and for variety of reasons airlines issue schedule changes that can cause the cancellation of a scheduled flight. Expedia has no control over when, or how often, airline-initiated schedule changes occur. We recognize that airline cancellations or significantly delayed flights without the alternative arrangement, may result in a refund. However, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Expedia is a third-party intermediary, and we are subject to *** Airlines decisions of whose services we sell.
Both *** and *** Airlines are the merchants of record (the entities that charged Mrs.’ credit card) for this itinerary. In searching for a flight to best accommodate a change only certain flights are acceptable per an Airlines schedule change policy. Therefore, Mrs. chose a refund as the best course of action against the *** flight. In regards to the difference in price of $107.24, to rebook the outbound flight, Expedia is unable to compensate for that arrangement.
See the exact cancellation policies, that were provided to Mrs., prior to her agreeing to book the flight reservation:
*** and *** cancellation policy: Tickets are nonrefundable and nontransferable
Moreover, Mrs. agreed to Expedia’s Terms of Use, 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.Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.
On July 26, 2020, Expedia sent Mrs., the following airline schedule change notification,
Re: ***Booking ID: ***Dear Expedia Traveler:*** AIRLINES has made a schedule change to your upcoming trip, and your original flight option is no longer available. We apologize on behalf of the airline for any inconvenience this may cause.Do you want to cancel your booking?If you choose to cancel, please let us know by responding to this email and we will cancel your flights. Once we cancel, you will receive a Refund as per the airlines policy.The airline should process your refund within 8 weeks, but it could take longer depending on the airline.Do you want us to look for alternative flight options?Please respond to this email and let us know if you would like us to look for an alternative flight option.Many flights have been cancelled due to COVID-19, so there are limited flight options available. Please respond within the next 48 hours as alternative flight options are subject to airlines availability.Again, we’re sorry for any inconvenience this has caused and we look forward to hearing from you soon.Regards,Expedia Customer Service TeamUpon receipt of the Revdex.com complaint, on August 14, 2020, Expedia contacted Mrs. to discuss the terms of the *** schedule change. Since we haven’t received a response by email, therefore, we contacted Mrs. to discuss the change. Regrettably, Mrs. stated she wasn’t able to discuss her flight with Expedia. However, the departure date is rapidly approaching, Mrs. must contact Expedia back at the following number, (877) 227-7481, for further assistance. We understand these unprecedented times that’s changed Mrs.’ travel plans. However, due to the information provided above Expedia is unable to issue either compensation or refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
Customer Response
• Aug 17, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I was offered a flight that would make us loss another day of work, I informed expedia that there was a flight that left that night, 08/07/20 at 11:59pm and they kept saying that there was no such flight when even on there web page it was showing and also on ***.
It was very stressful finding another flight that would accommodate our schedule, and we had to pay the extra amount.
Also I still have not received the refund back, you say 8 weeks, it sure didn't take 8 weeks to charge, it was charged the same day, and I had to pay me credit card bill already.
I have gone and come back and nothing.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I am very disappointed with the outcome and handling of my issue with a hotel billing charge with Expedia who I always relied on for my flight and hotel needs. I initially made a purchase on 5/22/2020 for a flight to Miami and at that time was considering booking my stay along with this flight. I came across a few hotels and ended up viewing a place called *** hotel. Although I was considering this location I was not totally sure about my decision and somehow I ended up with the hotel in my shopping cart along with my purchase for the flight which I was authorizing. Several days later after seeing the charge from Expedia on my credit card I noticed the amount appeared higher than what I’d agreed to. I went back into the Expedia app to see that I was also charged for the hotel. I contacted Expedia immediately to rectify the issue but was unable to speak with a customer service rep at that time as they closed the lines only to customer with most current itineraries. Since I had saw the policy associated with that particular hotel I also contacted the hotel directly and spoke to someone in management who said he understood my matter but that I would need to contact Expedia directly to receive what he felt was a warranted refund due to my circumstances and with Covid and everything else going on, people make mistakes. Again, I could not speak to Expedia during that time. I then called my credit card company to resolve this matter and they issued a temporary credit until they could speak with Expedia to resolve this issue. Now here we are 2 months later and Expedia says they must stick by there policy and my credit card lost the dispute and now I have a reversed credit from my banking company in my checking account for me to pay. I’m highly upset.
Expedia.com Response
• Aug 14, 2020
August 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records indicate that on April 17, 2020, Ms. Bowman, or an authorized user of the Expedia account, self-booked a package reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing on July 29, 2020, from Philadelphia, PA to Miami, FL returning on August 2, 2020. This included a hotel stay at *** Hotel, in Miami, FL for the total of, $389.31.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.On July 22, 2020, Ms. contacted Expedia inquiring about cancelling her hotel reservation. We informed Ms. that we needed to contact *** Hotel, on behalf of Ms. Bowman, to request the refund. Fortunately, *** Hotel approved the refund. On July 22, 2020, we processed a refund of $237.11, for the hotel room back to Ms. original form of payment. During the booking process of the reservation, Ms. agreed to Expedia’s Terms of Use, which states the following: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 understand that Ms. issue has been resolved. 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,
The Merchant promised to refund the charge 1279.23USD on 10 May,2020 .
I had checked again and again,actually,I didn’t receive the refund 1279.23USD from the merchant.
And I contact ***,*** said it had not received the refund from the merchant .
Pls refund to my credit card asap!
Expedia.com Response
• Aug 14, 2020
August 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records indicate that on February 23, 2020, Ms., or an authorized user of the Expedia account, self-booked a package reservation for two traveler, under itinerary ***. Travel was aboard *** Airways, departing on May 14, 2020, from Boston, MA to Las Vegas, NV returning on May 18, 2020. This included a hotel stay at *** Resort & Casino, Las Vegas, for the total of $2,279.47.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.On May 9, 2020, Ms. utilized our website to cancel the refundable hotel accommodation, then our system refunded $1279.23. The deposit was to post back to the customers original form of payment in approximately 30 days’, however that depends upon her financial institution. On June 13, 2020, Ms. contacted Expedia inquiring about the past refund done against the hotel reservation. We informed Ms. that the refund failed to complete, therefore we advised Ms. to dispute the transaction to push through the pervious refund attempt made by our internal system. The record shows on August 6, 2020, we received Ms. credit card dispute she filed with her financial institution. Based on the refundable cancelation date we accepted the credit card dispute for $1279.23. The time it may take for the refund to post will depend upon the financial institution depending upon the dispute outcome. During the booking process of the reservation, Ms. agreed to Expedia’s Terms of Use, which states the following: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 understand that Ms. issue has been resolved. 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, Melanie *** Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Early this year I reserved a flight for May 2020 through expedia.com. Due to the country's response to COVID-19, the flight was cancelled and the airlines approved a credit for a future flight (the credit held by expedia.com). Yesterday (Tuesday July 21st) I signed onto expedia.com to use my credit (totaling $413.40) for a new flight. The notice on expedia.com stated that for customers seeking to apply their credit, the booking would need to take place over the phone. I contacted expedia.com's customer service line. I was prepared with the new flight information (to include dates, airports, and flight numbers). I was on the phone for an hour with an agent. He verbally confirmed that my credit would be applied to the flight. The flight quote was actually less than $200 (approximately 198 US dollars). The agent told me the remaining credit could be used later for a future flight. The agent informed me that I would receive an email confirmation with the flight information within 24 hours. On Wednesday 22, 2020 at around 3pm EST, I still had not received the email from expedia.com. I decided to use their online chat portal to obtain the confirmation. I was connected with an agent who assisted in sending me the email confirmation. While still connected with the agent, I checked the email that was sent from expedia.com. The departure information was correct (based on the verbal confirmation given the day before). However the return trip information was incorrect. I informed the agent, and the agent sought to assist me in changing the flight. When I provided the agent with the flight number, date/time, and airport, the agent informed me that because expedia.com had to "technically" cancel the previous flight to book this "new" flight, I would have to pay a fee (agent stated that this is according to an *** Airlines policy). When I asked about using my credit (which "technically" had not been used and even so, had additional credit left over), I was told that I was not able to use the credit. So now, the original $413.40 was essentially null and I would have to pay additional money out of pocket (almost another $200). The issue is still not resolved. At 11:03 PM EST Wednesday July 22nd, I am still on hold waiting for someone from expedia.com to take accountability for the error on their end. I am still waiting to confirm the flight I requested from Tuesday afternoon. I have spoken to and been on hold with at least 4-5 different representatives/supervisors and somehow, not one of them has successfully provide even adequate customer service (which adequate at this point would be to either honor my flight at no additional cost to me OR to give me a full refund so that I can take my business elsewhere).
Expedia.com Response
• Aug 14, 2020
August 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Dr. *** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on January 31, 2020, Dr. ***, or an authorized user of the Expedia account, self-booked a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing on May 7, 2020, from Fayetteville, NC to Orlando, FL returning on May 10, 2020, for a total of $413.40.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.On February 10, 2020, Dr. *** contacted Expedia to cancel and rebook her flight reservation. The same day, Dr. *** agreed to travel aboard *** Airlines, departing on May 7, 2020, from Fayetteville, NC to Orlando, FL returning on May 10, 2020. This flight was cancelled for credit. On July 22, 2020, Dr. *** contacted Expedia to use the future travel credit with *** Airlines. Travel is arranged with *** Airlines, departing on August 26, 2020, from Raleigh, NC to Manchester, NH returning on August 30, 2020. The following flight schedule is set with *** Airlines, *** Airlines flight *** Departing on 26 Aug 2020: From Raleigh, NC, 8:15 AM to Philadelphia, PA, 9:49 AM*** Airlines flight *** Departing on 26 Aug 2020:From Philadelphia, PA, 10:55 AM to Manchester, NH, 12:32 PM*** Airlines flight *** Departing on Sun 30 Aug 2020: From Manchester, NH, 4:27 PM to Charlotte, NC, 6:52 PM*** Airlines flight *** Departing on Sun 30 Aug 2020:From Charlotte, NC, 8:40 PM to Raleigh, NC, 9:41 PM
Ticket number *** for a total of $198.70.The remaining unused value of $214.70 was issued as a (miscellaneous credit order) with *** Airlines, under ticket number ***. In order to use the remaining credit, Dr. *** may contact Expedia at the following number, 1 (877) 227-7481, for assistance. We understand that Dr. *** issue has been resolved. 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, Melanie *** Corporate Correspondence Team
Expedia has taken no action to resolve my issue. I understand a lot went on due to COVID-19 and they were overwhelmed but it has been 4 months since I cancelled my hotel booking and I have not received the credit or even this “coupon” they keep telling me is supposed to show up in my email within 30 days. The 30 days has come and gone and I have called at least 4X and it’s always some excuse. (Sending this to a higher dept, the hotel
Isn’t answering the phone, your case was filed 6/14 something should show up any day now.) Today I got hung up on twice by two different agents in a matter of 30 minutes, while my call was supposedly being transferred to a supervisor. Guess their MO is avoidance. I have used them many times in the past but will never use Expedia again.
On 02/12/2020, before COVID-19 was declared a pandemic, I booked a hotel stay in Venice, Italy for two nights. The booking was for June 1 through June 3, 2020 at ***, Venice. As advertised, I pur***d the room with included hotel services and amenities such as buffet breakfast, concierge services, dry cleaning, room service, maid services, etc… Soon after COVID-19 hit, travel restrictions to Italy and the European Union were instituted. My flight, which I also booked through Expedia was canceled and I received a voucher for that booking. I reached out to Expedia several times regarding the hotel booking and was repeatedly told that it was a non-refundable booking and I would not receive any reimbursement. *** posted on their website that they had suspended hotel service from May 18, 2020 through June 3, 2020. At that point the hotel had breached their contract. The hotel admitted that they would not be providing the services that they had advertised when I made the $538.34 pur***. I reached out to the hotel about a refund or credit, to which they directed me to contact Expedia because the room was booked through them. The hotel did say that a voucher or credit would be provided. I reached out to Expedia again and was not offered a reimbursement. I disputed the credit card charge with *** Bank NA and provided the company with all the information regarding my situation. The credit card company investigated the dispute which ultimately resulted in denial of my claim. Expedia falsified information to *** by explaining that they had no records of me reaching out to Expedia, even though I reached out on multiple occasions. Fortunately, I had taken screenshots of the Live Chat between myself and the Expedia customer service team. Expedia falsely accused me of not trying to cancel the hotel room to receive a reimbursement. I tried to appeal *** decision to no avail. *** refused to provide any further help in my case. Ultimately, although the booking was deemed “non-refundable”, the hotel had canceled on me. The actions taken by the hotel is in breach of the contract that was agreed upon at the time of my pur***. I do not believe it is fair or legal to advertise certain services, collect a non-refundable payment, refuse or cancel the services before they are provided to me, and then refuse to provide a refund, credit or voucher.
Dear Revdex.com,It has been my pleasure to assist with our customer's recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.Findings:We can confirm our customer made a reservation to stay at *** June 1-3, 2020 with a change or cancel policy that states:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
On May 28, 2020, the customer reached out via chat to request cancellation on the reservation. During the chat session, customer care advised that any cancellation would result in receiving a voucher for future use with the hotel.
It is noted that the customer went idle and no was no longer responding and the chat session was terminated with no action taken on the booking.
We do not find any later contact with Expedia regarding the booking for *** prior to June 1, 2020 and the booking was active as of the check-in date.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
As the booking was left active, we have reached out to *** to request if a waiver for the charge may be provided.
Unfortunately, we were unable to obtain approval for a refund from the property. As the hotel has billed in full and the reservation wasn't cancelled, we are unable to offer a refund or future travel voucher for this reservation.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,
The Expedia Team
Complaint: ***
I am rejecting this response because: Expedia has failed to provide a resolution to my issue. Expedia
made fraudulent claims to the credit card company saying that I never reached
out to cancel and obtain reimbursement. I have attached the form that ***
Bank has provided, which contains Expedia’s fraudulent claims. Expedia also
told the bank that had the hotel been cancelled, I would not receive a refund. This
contradicts everything that Expedia has said in the Revdex.com response. In their
response on Revdex.com Expedia now mentions that I did reach out to them and that I
would have received a voucher. However, now I have requested a voucher through
Revdex.com and Expedia to give me a voucher. Expedia made fraudulent claims to a bank
and is refusing to provide just compensation therefore I am rejecting this
response.
Sincerely
Here is the summary of events to date.
1. I booked Hotel *** on Expedia for the dates of April 25th – April 27th. We also purchased travel insurance.
2. On April 25th the hotel was closed due to Covid-19 and we could not stay there.
3. We contacted Expedia for a refund.
4. Expedia tried to get in touch with the hotel by phone, but failed to do so since the hotel was closed.
5. We have called Expedia just about every week seeking a resolution with no help from them.
6. On May 13th (2 WEEKS after my scheduled stay) Expedia finally sends an email to Hotel *** asking to cancel my reservation which has already passed and also the hotel was closed when at the time of our reservation.
7. I have contacted Expedia several times. They continue to act like they do not know what is going on. I just want my money back.
Hello, my name is ***. My Complaint ID is *** and is against Expedia. I am not sure if I am contacting the correct department, but I did want to let someone know that I finally received a refund from AIG, through which I purchased travel insurance. Expedia still did not acknowledge any wrongdoing, so that is disappointing. At least I got my money back. Please let me know if you have any questions or if you need any further information.
Sincerely
On January 12, 2020, a reservation was made through Expedia to *** Airlines for a flight from Lisbon, Portugal, to Madrid, Spain. The flight was cancelled because of the pandemic, and on April 8 an Expedia email stated an airline credit had been given. *** Airlines informed me that in order to process my refund for the flight that an email needed to be sent from Expedia requesting the refund. After several attempts to get my refund via the chat window of the Expedia website, on June 2, 2020, I sent an email to request a refund. On June 11, 2020, I contacted *** Airlines and learned they had not received an email from Expedia requesting my refund. On June 11, 2020, I emailed Expedia with that information and received a reply on June 13, 2020, that a request email had been sent. On June 24 , 2020, I emailed Expedia again and received a reply that a refund request had been made. It is now July 23, 2020, and I have not received a refund as requested. The airlines in Europe and the US have been told to refund money when requested and not to simply provide credit.
August 22,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund. We understand
from Ms.’s complaint that their flights were cancelled, and he
is requesting a full refund for his booking. Our records indicate that on January 12, 2020, Ms. or an authorized user of the account booked a
one-way ticket online via Expedia.com, departing on April 23, 2020, from Lisbon, Portugal, travelling
to Madrid, Spain via ***. The total
cost of the booking is $119.70.At the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly
provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been issued.
Airlines and other travel suppliers may change their prices without notice. We
reserve the right to cancel your booking if full payment is not received in a
timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on April 4, 2020, Ms.’s flight was cancelled due to Covid-19. The customer was issued a
future travel credit with *** equivalent to the unused value of the flight ticket. And on April 14,
2020, the customer reached out to Expedia chat agent and requested a refund in
lieu of the airline credit.On April 20,
2020, the customer reached out to Expedia chat agent again and requested a
refund. On the same day, then assisting Expedia chat agent sent a refund request
email to ***. An acknowledgement email was received from ***
shortly after the email was sent, which stated that the “request has been received successfully and will be answered
shortly”. And on April 23, 2020, the
customer called in to follow up on the refund request. On the same day, another
refund request email was sent to ***, as the airline hasn’t replied to
the previous email sent. And on May 15,
2020, the customer reached out to Expedia chat agents to follow up on her
refund request. Then assisting chat agents referred customer to ***’s
policy and advised the airline is only offering a future travel credit.Additionally on
June 2, 2020, Ms. called
in to follow up on the refund request. On the same day, another refund request
email was sent to ***. An automated reply was received from the
airline that stated the same thing. Couple more refund follow up emails were
sent to *** on June 10 and June 24, to which the same automated email
replies were received. On July 27,
2020, a remark was added on the flight record by Expedia ticketing department
that states, refund for the flight ticket could not be initiated from Expedia’s
end due to the restrictions imposed by *** on the flight record. On the same day, another refund request email
was sent by Expedia Air Fulfillment Team to ***. The airline was also
advised that Expedia’s attempt to initiate the refund was unsuccessful as the
airline disable the refund option on the flight system. Again, the same
automated email reply from the airline was received. Also, on August 19, 2020, Expedia corporate
customer service agent reached out to *** regarding customer’s refund
request. Expedia agent was then advised by the airline representative that they
don’t provide assistance over the phone, and ask to send an email instead. On
the same day, a follow up email was sent to ***. And again, only an
automated response email was received. Another refund request email was sent to
the customer on August 21, 2020. However, only the same automated email
response was received from ***. On the same day, refund request was also submitted on *** site. The following
day, August 22, 2020, an update on the refund request submitted
online shows that refund is complete. A 59.85 USD voucher (per
ticket) will be issued, which will be sent to Ms.’s email. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. *** was the operating carrier and merchant of record
(the entity that received the funds and the company that charged the credit
card) on this itinerary. We hope Ms. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies.Based on the
above, the refund request submitted on *** site was approved. A 59.85 USD voucher will be issued for each flight ticket. Ms. will receive an email about the vouchers and instructions
on how to request a refund for them. 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. Sincerely,Aida Rena
***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
The response states the *** Airlines refund request was approved. The email from *** Airlines in fact states: You will soon receive your voucher by email, which can be used immediately when booking travel at https://www.***
There will not be a refund, but a voucher. While Expedia states they must adhere to the policies of the airlines, they have a business relationship with *** Airlines and therefor some ability to negotiate on behalf of their clients.
This flight is part of a two-week trip that was planned to Europe in late April and early May. All other airlines have refunded fares, as ordered by the European Union. I have also contacted my credit card company because this amount was charged and the services were not provided. It may only be $119.70 for the two tickets, but it is my money, not *** Airlines or any commission paid to Expedia.
Sincerely
August 25,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***Dear Revdex.com:Thank you for
taking the time to contact Expedia regarding an issue from our customer. Expedia is
responding to the consumer complaint (rebuttal) from *** (Revdex.com case number *** ) about a refund. We understand
from Ms.’s complaint that she wants to get a refund for their
unused flight tickets. On August 25,
2020, a $119.70 refund was processed on Ms.’s
account. The refund may take up to 10 business days to get completed, depending
on their financial institution, and will be credited to the original form of payment
used. Based on the
above, Ms. has been fully refunded for their unused *** flight tickets. 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. Sincerely,Rena
***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 find it remarkable that I have been requesting a refund for several months and after this complaint was filed the refund was magically processed. In my view, Expedia is not acting in good faith. Expedia also received a refund from a hotel stay I shared jointly with others, and they have not yet refunded that amount of over $1,500 either.
I certainly understanding this is a difficult time for the travel industry, but keeping money that does not belong to them is almost criminal.
Sincerely
When taking a vacation to Raleigh, North Carolina, my party and I rented a minivan through the travel agency Expedia. The rental car company Expedia provided for us was ***, also know as ***. There was an 80 dollar deposit put down on the car for collision damage, and the rest of the fees were to be paid upon arrival. The itinerary provided by Expedia stated: "When you arrive- Catch the shuttle bus for ***/*** car at the green rental car shuttle stops outside bag claim at terminal 1 and terminal 2". Before we arrived in North Carolina that morning, my party and I called Expedia to double check if the car was ready for pickup by 1:15 that day, the time the itinerary provided. After getting the name that the car was reserved under, the Expedia employee told us that the car would be there at that time. Once my party arrived in Raleigh, we were waiting at the terminal to be picked up by the ***/*** car shuttle. During this time, we were approached by several shuttle drivers from other rental car businesses. We were informed by them that *** was no longer operating and that they were not providing cars to anyone. We ended up getting a ride from another shuttle service. The driver took us by the *** gates, and everything was shut down. During this time, we also tried calling ***, and were told by an automated message that they were not taking calls at this time. We contacted Expedia to explain what had happened, and were told they would have to contact ***. After explaining multiple times that *** was not in operation, we were promised a refund of the 80 dollar deposit that was put down. We were told to check the email that was provided when booking with Expedia in the next few days following, as there would be customer service reaching out to go through the steps of how to get a refund back. That was on the 11th. As of now, the 23rd the only emails received from Expedia so far were to take surveys. When taking the surveys, we also included what had happened in them. I would like a refund of the 80 dollar deposit that was put down for collision damage with a car that was never going to be available to be picked up upon arrival due to a rental car company no longer operating, despite an Expedia employee stating he made sure that it would be ready for pick up that day.
August 18,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund We understand
from Ms. complaint that she was not able to pick up the
rental car and wants a refund for the Travel
Protection Collision Damage Plan.Our
records indicate that on January 26, 2020, Ms. or an
authorized user of the account booked a “Pay Later” Car Rental from *** Rent-A-Car for dates
July 11 to 18, 2020, for pick up and drop off at Raleigh Intl Airport Morrisville North Carolina . The
customer also purchased a Travel
Protection Collision Damage Plan for the rental and was charged $80.00. Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on July 11, 2020, The customer called Expedia customer service
department to confirm their reservation. Four hours later, the customer called
back and requested to cancel the reservation as the car rental pick up location
was closed at the time of pick up. Then
assisting Expedia agent called ***
Rent-A-Car was prompted by an IVR that there was no one available to take calls
and all queries need to be sent via email. Expedia agent sent an email to the
email address provided by the IVR; however, the car rental company has not
replied to date.On August 17,
2020, an attempt to contact *** Rent-A-Car was made to validate customer’s
claim. The call was routed to an Interactive Voice Response system that advised
that there is currently nobody taking calls at *** Rent-A-Car and all
queries have to be sent via email to [email protected]. On the same day, an
email was sent to the email address provided. To date, no response has been
received from the rental company.
After further review we can confirm that on August
18, 2020, insurance provider, Travelguard, representative confirmed that there is
no recorded claims filed under Ms. policy number.
And an $80.00 refund has been processed and will be credited to the original
form of payment used. Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, car rental agencies, and airlines, and is subject to the rules and
restrictions of those providers. We hope Ms. understand
that we must adhere to the rules and regulations of the car rental and
insurance companies, including their cancellation and refund policies.Based on the
above, Expedia was able to confirm that am $80.00 refund has been processed on Ms. account for the premium paid for the Travel Protection Collision Damage Plan. The refund can take up to ten business days to
be credited to the customer’s original form of payment, depending on their
financial institution. 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. Sincerely,Aida ***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. Thank you so much. I really appreciate the work that the Revdex.com does.
Sincerely
Hi -
I am hoping that you will be able to assist me in this issue. I have been working with Expedia since March when I cancelled my reservation. I cancelled my trip to New Orleans due to COVID-19 that was to occur in March 2020. I received airline credits and when I inquired about the hotel refund, I was told that since this was a package deal I would not be able to receive a refund. I called a few times and was told the same which didn't make sense as it was not my doing that I had to cancel. The state of LA was basically closing down due to the virus.
At that point, since Expedia was not able to assist, I disputed the charge with Bank of America. Bank of America came back and did not honor the dispute (please see attached) and I was not refunded the $501.21.
After this I contacted Expedia to discuss this issue again and the representative told me to contact the hotel. I contacted the hotel and they said that they had not received funds from Expedia and therefore could not issue a refund. I contacted Expedia again and the representative was able to contact the hotel and confirmed my findings and processed a refund for both nights totaling $501.21.
Per the Expedia recording the refund of $501.21 has been processed as of 06/30/2020. I have been waiting for this refund sine 06/30/2020.
I called today (07/21/2020) to inquire about the refund and after speaking to about 4 representatives was told that I could not receive the refund because of the dispute that was originally placed even though I did not receive a credit.
I spoke to a representative who provided me with this email address as he would not be able to work on this issue any further due to system / role limitations. He told me to provide you with the below information and you would be able to provide assistance in getting my refund of $501.21 or provide next steps. I just spoke to Bank of America and the representative told me they would never reject a credit coming in from a merchant.
I am at a loss because I do not understand what is taking so long with getting me the refund and I do not receive any response to email or Social Media inquiries. I continue to get passed to one representative to another when I contact by phone. I received airline credits....and would rather get a refund but at this point because I do not want to use Expedia ever again.-> I would like my hotel refund.
August 16,
2020Revdex.comAlaska,
Oregon and 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 allowing us to address
the comments and concerns which have been brought, to our attention. Expedia is
disheartened the customer felt their concerns, were not resolved adequately by
our company prior to seeking further actions from you.Expedia is
responding to the consumer complaint from *** (Revdex.com case number ***) about the refund request. We understand
from Ms. *** complaint that she has not
received the refund for her unused hotel reservation. Our
records indicate that on January 19, 2020, Ms. *** or an authorized user of the account booked a travel package online via
Expedia.com to New Orleans,
LA for travel 20-23 March 2020. The package reservation included a roundtrip
flight departing on March 20, 2020 from Chicago,
IL travelling to New Orleans,
LA via *** Airlines, and returning March 23, 2020. The package booking also
included a non-refundable 2-night stay at *** New Orleans for check in on March 20, 2020, checking out March
22, 2020. Total cost of the package was $1,682.69.At the time of completing his booking
with our agent, Ms. *** agreed to our Terms of Use, which
expressly provide:Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on March 16, 2020, customers’ flights were cancelled due to Covid-19. United
Airlines issued an airline credit equivalent to the unused value of the flight
tickets. And on April 21, 2020 , Ms. *** called Expedia
customer service regarding their hotel reservation. The customer was then
advised to wait for an email with instructions on how to receive a hotel
voucher for the unused reservation.
On June 11, 2020, the customer called to
request a refund for the cancelled travel package booking. Assisting Expedia
agent advised customer they will receive a future travel credit from United
Airlines in lieu of a refund. The hotel was also contacted and approved the
refund for the unused reservation. On the same day, a refund was processed for
the non-refundable hotel reservation.
Additionally, on July 23, 2020, an acknowledgement
email was sent to Ms. *** in response
to the letter she sent. The customer was notified that an Expedia representative
will reach out to her once investigation on the issue has been completed. And
on July 30, 2020, the customer called in to follow up on the refund for her
hotel reservation. Expedia agent advised customer that previous refund failed
due to the chargeback claim, and was told to submit proofs showing claim was
closed.
After further review we can confirm that on
August 14, 2020, Expedia chargeback agent processed a $501.21 refund on customer’s
account for the non-refundable hotel reservation. The agent documented that
chargeback was reversed. Please note that Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies, and airlines, and is subject to
the rules and restrictions of those providers. *** Airlines was the operating carrier and
merchant of record for the customer’s flight booking (the entity that received
the funds and the company that charged the credit card) on this itinerary. We
hope Ms. *** understand that we must adhere to the rules and regulations
of the air carrier and the hotel, including their cancellation and refund
policies.
Based on the
above, Ms. *** has been refunded for her
non-refundable hotel reservation. The refund can take up to 10 business days to be completed depending on their financial institution. The customer also holds a future travel
credit with *** Airlines
equivalent to the unused value of their flight tickets. 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. Sincerely,Aida ***Corporate
Correspondence Team
I booked a direct flight to Japan through Expedia (DBA ***). *** cancelled the direct flight and put me on a connecting flight. I requested that the flight be cancelled. Expedia was unresponsive. I cancelled it with *** directly. I am now seeking a refund from Expedia but they have only facilitated a flight credit. I explained over the phone on several occasions and via email, but they have been terrible to work with. They will not email me back, and when I call, I get the runaround.
August
21, 2020Revdex.comRevdex.com
NorthwestComplaint
DepartmentDear
Revdex.com,Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought, to our
attention. We are disheartened the customer felt their concerns, were not
resolved adequately by our company prior to seeking further actions from you.We
are responding to the consumer complaint from ***
***, Revdex.com
case number *** regarding a refund request. Upon additional review it was verified
that Mr. booked the reservation in question, itinerary ***, with *** Ultimate
Rewards and not via Expedia.com. We have worked with our *** team to provide
the following details on this issue. Records have verified that Mr.’s
flight did undergo an airline scheduled change as issued by *** Airlines. Upon further review, it was determined ***
Airlines took control of the ticket back in December of 2019 and therefore any
additional action taken on the reservation needed to have been done by ***
directly. We contacted *** and they verified that, as the return flight was changed from
a non-stop flight to a connecting flight, this should make Mr. eligible
for a refund. Please be advised that *** has sent the refund request off to
their refunds department for further review and action. A refund is not guaranteed at this point. They have advised that
a decision on the refund should be made within 5-7 days. We will be contacting ***
back on August 28, 202 to check on the status of the request. Once their
decision has been finalized, if a refund is permitted, we will ensure the cash
and points paid for this reservation are returned. Again,
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. Sincerely,Michelle ***Ultimate Rewards Supervisor Desk
Do NOT book with Expedia. I got screwed out of $1,400 due to covid. In March I had a trip planned to Denmark. Well all the International borders closed and because I'm a nurse exposed to covid patients I was never able to go. Expedia doesn't give you a refund if you cancel the trip and they wouldn't budge on refunding me saying I never cancelled (even though they say if you do you're guaranteed to lose your money) and that the borders were open so I could've gone if I really wanted to. Mind you all this happened the week all international borders closed and everyone was in crisis mode. Not to mention you could never get an Expedia Rep on the phone to help or any useful person to help using the chat feature. Save yourself the trouble and use a more customer friendly site. Expedia is not the one.
Expedia's customer support is absolutely unacceptable during COVID-19. When other travel agencies try to work out things, Expedia tries to hold on to money that the have never earned. Also, be aware of their voucher policy. If you use it to book a trip and then cancel, you lose the voucher.
I had a trip planned through Expedia for May 2020 to Amsterdam and planned on staying three nights at the *** Hotel arriving on 05-23-20 and checking out on 05-26-20. I paid via *** and the room was non-refundable. However, due to the COVID-19 pandemic Expedia informed me that my flight was cancelled and obviously no international flights were permitted. Clearly, under the extraordinary circumstances, I think the "non-refundable" issue should be waived. Initially, they told me the Hotel had my money and I contacted the hotel directly and spoke with Hans the manager/owner directly and he informed me that Expedia never paid them and Expedia has my money. I have contacted Expedia over 6 times and each time they tell me they have to contact the hotel and they will get back to me in 24 - 72 hours (vs the usual 10 business days) because my case has been escalated up to management. After the 6th time, I realize they are just trying to wear me down. I will not give up on principle at this point. I was charged $810.59 for a hotel stay that I did not decide not to go on but was informed I could not go. *** refunded my money after I contacted them directly and every other booking we had for our trip was refunded due to the circumstances. It is outrageous that Expedia continues to tell me that my case is open, however the hotel isn't responding to them and therefore they cannot refund my money. I have an email from the hotel that they never received my payment. I would like Expedia to refund my credit card for the full amount. Again, under normal circumstances I understand the rules of "non-refundable". However, this is just not fair, Expedia notified me of the cancellation of my flight and I found out the hotel was temporarily closed. Even if I swam across the ocean to get there, I would not have been able to stay there. ALL flights were cancelled and there is a pandemic going on in the world. I am so frustrated with the repeated run around they are giving me. I would greatly appreciate any assistance you can provide in helping me get this matter resolved.
Dear Revdex.com,It has been my pleasure to assist with case ***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 20,2020 via Expedia Mobile App for arrival on 23 May 2020 and departure on 26 May 2020 . At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our customer service teams attempted multiple times to contact the property while customer was on the phone however, we were not successful since the time of the call was not in their operating hours. We followed up with the hotel with multiple emails requesting they authorize a refund due to the Non-Refundable policy. We did not receive a reply to our request.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Due to the flight being cancelled and the hotel not responding to our communications we have issued a refund in the amount of $821.89. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia 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
Dear Revdex.com,Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.We apologize to our customer for any confusion or difficulty in receiving her refund.We found that the original refund that processed on August 13, 2020 failed because the customer initiated a dispute with American Express. We traced this back and found that the customer claim was denied. The expiration date changed on her card so we phoned the customer to obtain new date and advised she contact American Express to stop the dispute so refund would successfully process. The refund did process successfully on August 21, 2020 with a confirmation ID of ***.Thank you for allowing us another chance to review this case.Best Regards,
The Expedia 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
Hello,
In January 2020 I bought a flight ticket for at expedia.com, a flight from Chicago (USA) to Krakow (Poland), I paid for the flight ticket, $1,184.58 with my debit card, the last four digits ***. Booking details: Itinerary # ***, booking # ***
In early May 2020, expedia.com sent me a confirmation that the flight was canceled and that I would receive a refund on my debit card.
After receiving this information, I immediately contacted expedia.com to change my debit card details as I had changed to another bank and received a new debit card. I have sent expedia.com a copy of my bank account closure documents and uploaded my new debit card details. I got a reply from expedia.com that they cannot refund me for a new card, only for the original payment. I have contacted expedia.com by phone and e-mail many times, but they flatly refuse to refund my money. I asked for other forms of refund, a check, or direct deposit to my account, but they refused and said they had no other way of refunding the money, only to a credit card that no longer exists.
I argue that expedia.com wants to keep my money for itself and refuses to refund, knowing that I no longer have the debit card and bank account from which I used to pay for the flight ticket. I know they can return the money to another card as there are technical possibilities, but they still refuse to refund.
They repeatedly sent me false refund confirmations in various amounts, all in order to get rid of me for the next few days. The problem has been going on for several months, I made dozens of phone calls and sent dozens of emails, Expedia still refuses to refund my money to a new debit card. I am asking for help in my case. Please find attached a copy of the correspondence.
Hello Revdex.com,I am pleased to provide assistance with case # ***. Below are the findings and resolution to the case:
Findings:According to our records, the original form of payment the
customer used at the time of booking has been cancelled. The flights were
cancelled and refunded in full to the original form of payment used at the time
of booking. However, the customer is now requesting the refund to be processed
to the new credit card rather than the original form of payment as they
no longer have access to the account. Resolution:To address the clients concerns, we have contacted
LOT-Polish Airlines as they are the merchant of record for the flights.
Unfortunately, the airlines have stated that they are unable to change the form
of payment the refund has previously been processed to. However, as the customer has provided evidence that the
original form of payment has been cancelled, our team would like to issue the
refund to the new credit card. Please fax the card type, number, and expiration
date along with the itinerary number to EPS GET at *** ATTN. Amber
B.The customer may use the template below to fax the
information to us. We ask that you please only send credit card information by
fax, as we are unable to receive this type of information by email. Customer Name: ***Itinerary Number: ***PNR: ***Name/Business on Card:Billing Address:Phone Number:Credit Amount: 1,184.58 USDCard Type: Credit Card Number to issue credit to: Expiration date: If you are unable to fax the requested information
outlined above, please provide your contact number and the best time to reach
you by phone (including your time zone) so that we can secure the card details
and proceed with a refund.We are truly sorry for any frustration this request has
caused, and we look to further assisting you in a refund. Thank you for bringing this matter to our attention and
allowing us a chance for resolution.Thank you,Amber B. Customer Relations Specialist
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
Booked a ticket on 03/31/2020, Itinerary # ***, flying from AMD to DEL to JFK. *** cancelled the flights due to on going lockdown due to COVID19. On 4/16/2020, *** announced that they will provide a full refund if flights were booked between 3/25/20-5/3/20. Since then I am requesting Expedia to process my refund of $845.64. Often Expedia tells me that I will get a full refund and recently they have been telling me I will only get a credit with Expedia to use until 12/31/2021. Expedia's own answers differ from person to person. I also have an email from Expedia's agent from 5/12/20 that they received from *** on 4/28/2020 which says airline will provide a full refund, it will take some time though. I have been waiting for over three months now. I have all messages to and from Expedia on twitter as well. Please help.
August 20, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his
flight reservation. Our
records indicate that on March 31, 2020, Mr., or an authorized user of
the Expedia account, self-booked a flight reservation for one passenger on
Expedia’s website, under itinerary number ***. The booking included a
one-way flight aboard ***, departing Ahmedabad, India to New York, NY,
United States on April 15, 2020.On April 14,
2020, *** initiated an airline schedule change resulting in Mr.s,
flight being cancelled. The flight was automatically cancelled with use of a
future flight credit to be used directly with ***. On April 24, 2020, Mr.
*** contacted Expedia inquiring on the flight refund. The assisting Expedia
agent contacted *** on behalf of Mr., and was advised to send an
email to the airline for refund request. Per instructions from the airline, the
Expedia agent sent the email. On April
28, 2020, *** emailed Expedia back acknowledging they have received the
refund request on behalf of Mr., and will reply to the order in which the
request was received, with further instructions to initiate the refund process.
On June 1, 2020 *** emailed Expedia after a refund status email request was
sent, advising that due to the pandemic, refunds are taking longer than
expected.Expedia is
monitoring for an email response, and are sending emails to ***
requesting for status updates.
Please
note that Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. We hope you understand we must follow the
terms and conditions as dictated by the vendors. Additionally, at the time of
booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Affiliates. The Expedia Companies and the Expedia
Affiliates are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Affiliates have no liability and
will make no refund in the event of any delay, cancellation, overbooking,
strike, force majeure or other causes beyond their direct control, and they
have no responsibility for any additional expenses, omissions, delays,
re-routing or acts of any government or authority.
We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Sincerely, Corporate
Correspondence Team
Expedi shared my .personal travels information with an importer. Putting me in risk. And is not sharing with me the imposter information EE PHONE NUMBER
August 17, 2020
Revdex.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 Expedia account. We understand the customer is requesting call transcripts and phone numbers of the caller from the call that took place on July 07, 2020.
Our records indicate that on July 07, 2020, Expedia received a call and the caller was able to perform our security verification process. The person was able to provide the email and phone number associated with Mr. *** account. We understand that Mr. *** states that he does not know this person that called in and wants Expedia to provide the call transcripts.
Please be advised that Mr. *** can request the call transcripts via a subpoena by reaching out to our legal department at:
ATTN: Expedia Legal Department1111 Expedia Group Way WSeattle, WA 98119-1111
We ask all Expedia customer’s to follow this process In order to protect and keep our customers safe. Therefore, we cannot disclose the phone number of the caller. We kindly recommend that Mr. *** updates his Expedia account through our website at www.Expedia.com under account settings: Manage your account info. In the Manage Your Account section, you can:
-Manage your email and password.-Enter your preferred payment methods.-Keep track of your coupons.-Decide on which promotional emails you’d like to receive (or not receive, if you’d rather).-Connect your Expedia and Facebook accounts.
This recommendation is based on the details that Mr. *** has provided. As mentioned above the caller was able to validate the account which indicates that they have Mr. *** personal email and phone number.
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,
Karla ***Corporate Correspondence Team
We purchased airline (***) tickets to fly to Ireland on May 6th, 2020. The tickets were bought on-line through Expedia.com on July 30, 2019. Because of COVID19, our flights were cancelled and for obvious reasons we won't be travelling anywhere now or at any future time. When we called Expedia.com's customer service, first we were put on hold for 2-hours. We then spoke to a gentleman by the name, Luis V., who claimed they could not refund our ticket money ( 2 Airfare tickets(ticket number *** and ***) each @ $744.90(original itinerary number is ***) , Plus insurance policy number is: *** at $96 x 2), because *** would not refund the money and that Expedia.com could only offer us a credit to use the tickets within the next year.
Upon checking with ***, we learned that they do have a form to fill out to get a refund for the tickets rather than a credit.
Because we purchased the tickets through Expedia, we need to go through Expedia, but saying that a refund is not
possible is not accurate. We would like to make use of the *** refund request form for ID.
We should not be denied access to this just because we got our tickets through Expedia.
We are considered COVID19 high risk and will not be allowed to travel. We don't wish to travel any where soon, so the 1-year credit Expedia.com is offering in not acceptable.
We would appreciate your help with this refund.
We can be contacted via cell phone @ *** or via e-mail at *** Thank you for all your support.
Sincerely
August 13, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On July 30, 2019, Mr. self-booked a flight reservation on our site via itinerary ***. We understand from Mr. complaint, after speaking with an airline agent they mentioned to him that a refund may be possible.
After reviewing the complaint I contacted the airline which mentioned currently no refund has been authorized for the booking. We remind Mr. that when booking on Expedia, he agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
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.
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.
As mentioned on the Terms of Use We may not provide any refund for a booking that Expedia did not charge. At this time the airline has not authorized a refund. However, it’s possible that the airline may change their policy and provide a refund in the coming weeks regarding his case. We suggest that Mr. contacts Expedia by phone after two weeks, so we may once again inquire with the airline regarding a refund.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter.
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 at 1-800-397-3342.
Sincerely,
Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because: Our flights were cancelled. We bought insurance. We cannot rebook-visitors must quarantine for 14 days. Moreover, we I'm 65
and do not intend to travel until a vaccine is available. A friend of mine had a flight booked with *** for August. He has already received a refund, so the problem seems to be with Expedia. As far as "calling them," we've done that before. After being on hold for an hour and a half we are given the run around and this same nonsense that *** is not giving refunds. Someone needs to give us a refund. There are no legal "terms and conditions" that state that a company can keep your money when the service for which you paid is cancelled and it's impossible for you to use that service for the foreseeable future through no fault of your own.
Sincerely
Travel plans were cancelled due to COVID19.Expedia will not refund the trip. Impossible to reach by phone. Calls continue to e disconnected.
We booked flight, ground transportation, and flights for two to attend a wedding in Mexico, April 23-28, 2020. Hotel and ground transportation were refunded. We were issued a travel credit for the flight. We have requested a refund by telephone on at least five occasions. Expedia referred me to Delta who referred me to Expedia. FAA complaint filed against Delta who has since issued a refund to Expedia. Expedia customer service is customer no service. I have been "disconnected" on every call to Expedia forcing me to call back to start the explanation all over again. It is impossible to speak to the same person twice and the issues are never resolved: I wanna refund for travel in the amount of $1,598.28.
August 13, 2020
Revdex.com
Expedia – 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on January 16, 2020, Ms. self-booked a flight reservation on our website. We understand from Ms.’s complaint due to Covid-19 they canceled the flight. Ms. is requesting a full refund for the airline tickets she purchased.
Upon researching the customer’s complaint, we have been informed that on August 3, 2020, Ms. was emailed by Expedia and informed regarding the airline tickets. If the airline authorized a refund, generally it can take up to 8 weeks depending on the customers financial institution to appear on the customers account. It’s possible Ms. has already been informed regarding this case. If Ms. needs more information we suggest she contact us at 1-800-397-3342.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter.
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.
Sincerely,
Daniel *** Corporate Correspondence Team
I made a reservation on Expedia.com
Los Ángeles to Guadalajara (*** AIRLINES), Guadalajara to Los Ángeles (*** AIRLINES), August 8, 2020 to August 16, 2020.
On 07/21/20, I received an email from ***, letting me know that they changed my flight to August 7, 2020, I informed them that I had to work, I am an essential worker, that needs a break, and could not fly that day, because I had to work, they told me to contact Expedia.
I called EXPEDIA, they would not change my flight, from the one that *** changed my original flight to, even though there was one that left August 7, 2020, through ***, at 11:30 pm, that I could take they kept saying there was no such Flight, I was looking on both EXPEDIA & *** and there was. They kept repeating that this was a *** issue, I informed them that I had booked with Expedia, so they were responsible
Expedia would not change my flight, they agreed to cancel and refund only my outgoing flight, Los Angeles to Guadalajara, so I was stuck with only a with return flight.
I had to book directly with *** Airlines, I paid a difference of $137.24 extra for the change.
And wasted 3 hours of my day dealing with this.
Expedia kept telling me it was not there responsibility that it was ***’s, but I booked with EXPEDIA.
I feel I was robbed and taken advantage of, also my refund they said will take 8 weeks approximately.
That is ridiculous.
Please help.
Sincerely
August 14, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint Department
Re: Expedia #: ***
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. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show on July 14, 2020, Mrs. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** and *** Airlines, traveling from Los Angeles, CA USA to Guadalajara, Jalisco, Mexico departing on August 8, 2020 and returning on August 16, 2020, for a total of $743.28. We understand Mrs. is requesting that Expedia compensate her by refunding the itinerary and the difference she paid for replacing her cancelled *** flight reservation.
On July 19, 2020, Mrs. was sent an airline schedule change notification, which resulted in the cancellation of the *** flight reservation on July 21, 2020. In following *** Airlines rules, we processed the refund of $332.76, for the unacceptable time change. The refund timeframe is approximately up to 8 weeks, depending upon Mrs.’ financial institution.
From time to time and for variety of reasons airlines issue schedule changes that can cause the cancellation of a scheduled flight. Expedia has no control over when, or how often, airline-initiated schedule changes occur. We recognize that airline cancellations or significantly delayed flights without the alternative arrangement, may result in a refund. However, we follow the policies of our suppliers, so any credit, refund or change is at the discretion of the travel supplier. Expedia is a third-party intermediary, and we are subject to *** Airlines decisions of whose services we sell.
Both *** and *** Airlines are the merchants of record (the entities that charged Mrs.’ credit card) for this itinerary. In searching for a flight to best accommodate a change only certain flights are acceptable per an Airlines schedule change policy. Therefore, Mrs. chose a refund as the best course of action against the *** flight. In regards to the difference in price of $107.24, to rebook the outbound flight, Expedia is unable to compensate for that arrangement.
See the exact cancellation policies, that were provided to Mrs., prior to her agreeing to book the flight reservation:
*** and *** cancellation policy: Tickets are nonrefundable and nontransferable
Moreover, Mrs. agreed to Expedia’s Terms of Use, 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.Expedia may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.
On July 26, 2020, Expedia sent Mrs., the following airline schedule change notification,
Re: ***Booking ID: ***Dear Expedia Traveler:*** AIRLINES has made a schedule change to your upcoming trip, and your original flight option is no longer available. We apologize on behalf of the airline for any inconvenience this may cause.Do you want to cancel your booking?If you choose to cancel, please let us know by responding to this email and we will cancel your flights. Once we cancel, you will receive a Refund as per the airlines policy.The airline should process your refund within 8 weeks, but it could take longer depending on the airline.Do you want us to look for alternative flight options?Please respond to this email and let us know if you would like us to look for an alternative flight option.Many flights have been cancelled due to COVID-19, so there are limited flight options available. Please respond within the next 48 hours as alternative flight options are subject to airlines availability.Again, we’re sorry for any inconvenience this has caused and we look forward to hearing from you soon.Regards,Expedia Customer Service TeamUpon receipt of the Revdex.com complaint, on August 14, 2020, Expedia contacted Mrs. to discuss the terms of the *** schedule change. Since we haven’t received a response by email, therefore, we contacted Mrs. to discuss the change. Regrettably, Mrs. stated she wasn’t able to discuss her flight with Expedia. However, the departure date is rapidly approaching, Mrs. must contact Expedia back at the following number, (877) 227-7481, for further assistance. We understand these unprecedented times that’s changed Mrs.’ travel plans. However, due to the information provided above Expedia is unable to issue either compensation or refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
Melanie ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I was offered a flight that would make us loss another day of work, I informed expedia that there was a flight that left that night, 08/07/20 at 11:59pm and they kept saying that there was no such flight when even on there web page it was showing and also on ***.
It was very stressful finding another flight that would accommodate our schedule, and we had to pay the extra amount.
Also I still have not received the refund back, you say 8 weeks, it sure didn't take 8 weeks to charge, it was charged the same day, and I had to pay me credit card bill already.
I have gone and come back and nothing.
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
I am very disappointed with the outcome and handling of my issue with a hotel billing charge with Expedia who I always relied on for my flight and hotel needs. I initially made a purchase on 5/22/2020 for a flight to Miami and at that time was considering booking my stay along with this flight. I came across a few hotels and ended up viewing a place called *** hotel. Although I was considering this location I was not totally sure about my decision and somehow I ended up with the hotel in my shopping cart along with my purchase for the flight which I was authorizing. Several days later after seeing the charge from Expedia on my credit card I noticed the amount appeared higher than what I’d agreed to. I went back into the Expedia app to see that I was also charged for the hotel. I contacted Expedia immediately to rectify the issue but was unable to speak with a customer service rep at that time as they closed the lines only to customer with most current itineraries. Since I had saw the policy associated with that particular hotel I also contacted the hotel directly and spoke to someone in management who said he understood my matter but that I would need to contact Expedia directly to receive what he felt was a warranted refund due to my circumstances and with Covid and everything else going on, people make mistakes. Again, I could not speak to Expedia during that time. I then called my credit card company to resolve this matter and they issued a temporary credit until they could speak with Expedia to resolve this issue. Now here we are 2 months later and Expedia says they must stick by there policy and my credit card lost the dispute and now I have a reversed credit from my banking company in my checking account for me to pay. I’m highly upset.
August 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records indicate that on April 17, 2020, Ms. Bowman, or an authorized user of the Expedia account, self-booked a package reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing on July 29, 2020, from Philadelphia, PA to Miami, FL returning on August 2, 2020. This included a hotel stay at *** Hotel, in Miami, FL for the total of, $389.31.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.On July 22, 2020, Ms. contacted Expedia inquiring about cancelling her hotel reservation. We informed Ms. that we needed to contact *** Hotel, on behalf of Ms. Bowman, to request the refund. Fortunately, *** Hotel approved the refund. On July 22, 2020, we processed a refund of $237.11, for the hotel room back to Ms. original form of payment. During the booking process of the reservation, Ms. agreed to Expedia’s Terms of Use, which states the following: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 understand that Ms. issue has been resolved. 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,
Melanie ***Corporate Correspondence Team
The Merchant promised to refund the charge 1279.23USD on 10 May,2020 .
I had checked again and again,actually,I didn’t receive the refund 1279.23USD from the merchant.
And I contact ***,*** said it had not received the refund from the merchant .
Pls refund to my credit card asap!
August 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records indicate that on February 23, 2020, Ms., or an authorized user of the Expedia account, self-booked a package reservation for two traveler, under itinerary ***. Travel was aboard *** Airways, departing on May 14, 2020, from Boston, MA to Las Vegas, NV returning on May 18, 2020. This included a hotel stay at *** Resort & Casino, Las Vegas, for the total of $2,279.47.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.On May 9, 2020, Ms. utilized our website to cancel the refundable hotel accommodation, then our system refunded $1279.23. The deposit was to post back to the customers original form of payment in approximately 30 days’, however that depends upon her financial institution. On June 13, 2020, Ms. contacted Expedia inquiring about the past refund done against the hotel reservation. We informed Ms. that the refund failed to complete, therefore we advised Ms. to dispute the transaction to push through the pervious refund attempt made by our internal system. The record shows on August 6, 2020, we received Ms. credit card dispute she filed with her financial institution. Based on the refundable cancelation date we accepted the credit card dispute for $1279.23. The time it may take for the refund to post will depend upon the financial institution depending upon the dispute outcome. During the booking process of the reservation, Ms. agreed to Expedia’s Terms of Use, which states the following: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 understand that Ms. issue has been resolved. 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, Melanie *** Corporate Correspondence Team
***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com
Early this year I reserved a flight for May 2020 through expedia.com. Due to the country's response to COVID-19, the flight was cancelled and the airlines approved a credit for a future flight (the credit held by expedia.com). Yesterday (Tuesday July 21st) I signed onto expedia.com to use my credit (totaling $413.40) for a new flight. The notice on expedia.com stated that for customers seeking to apply their credit, the booking would need to take place over the phone. I contacted expedia.com's customer service line. I was prepared with the new flight information (to include dates, airports, and flight numbers). I was on the phone for an hour with an agent. He verbally confirmed that my credit would be applied to the flight. The flight quote was actually less than $200 (approximately 198 US dollars). The agent told me the remaining credit could be used later for a future flight. The agent informed me that I would receive an email confirmation with the flight information within 24 hours. On Wednesday 22, 2020 at around 3pm EST, I still had not received the email from expedia.com. I decided to use their online chat portal to obtain the confirmation. I was connected with an agent who assisted in sending me the email confirmation. While still connected with the agent, I checked the email that was sent from expedia.com. The departure information was correct (based on the verbal confirmation given the day before). However the return trip information was incorrect. I informed the agent, and the agent sought to assist me in changing the flight. When I provided the agent with the flight number, date/time, and airport, the agent informed me that because expedia.com had to "technically" cancel the previous flight to book this "new" flight, I would have to pay a fee (agent stated that this is according to an *** Airlines policy). When I asked about using my credit (which "technically" had not been used and even so, had additional credit left over), I was told that I was not able to use the credit. So now, the original $413.40 was essentially null and I would have to pay additional money out of pocket (almost another $200). The issue is still not resolved. At 11:03 PM EST Wednesday July 22nd, I am still on hold waiting for someone from expedia.com to take accountability for the error on their end. I am still waiting to confirm the flight I requested from Tuesday afternoon. I have spoken to and been on hold with at least 4-5 different representatives/supervisors and somehow, not one of them has successfully provide even adequate customer service (which adequate at this point would be to either honor my flight at no additional cost to me OR to give me a full refund so that I can take my business elsewhere).
August 14, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Dr. *** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on January 31, 2020, Dr. ***, or an authorized user of the Expedia account, self-booked a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airlines, departing on May 7, 2020, from Fayetteville, NC to Orlando, FL returning on May 10, 2020, for a total of $413.40.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.On February 10, 2020, Dr. *** contacted Expedia to cancel and rebook her flight reservation. The same day, Dr. *** agreed to travel aboard *** Airlines, departing on May 7, 2020, from Fayetteville, NC to Orlando, FL returning on May 10, 2020. This flight was cancelled for credit. On July 22, 2020, Dr. *** contacted Expedia to use the future travel credit with *** Airlines. Travel is arranged with *** Airlines, departing on August 26, 2020, from Raleigh, NC to Manchester, NH returning on August 30, 2020. The following flight schedule is set with *** Airlines, *** Airlines flight *** Departing on 26 Aug 2020: From Raleigh, NC, 8:15 AM to Philadelphia, PA, 9:49 AM*** Airlines flight *** Departing on 26 Aug 2020:From Philadelphia, PA, 10:55 AM to Manchester, NH, 12:32 PM*** Airlines flight *** Departing on Sun 30 Aug 2020: From Manchester, NH, 4:27 PM to Charlotte, NC, 6:52 PM*** Airlines flight *** Departing on Sun 30 Aug 2020:From Charlotte, NC, 8:40 PM to Raleigh, NC, 9:41 PM
Ticket number *** for a total of $198.70.The remaining unused value of $214.70 was issued as a (miscellaneous credit order) with *** Airlines, under ticket number ***. In order to use the remaining credit, Dr. *** may contact Expedia at the following number, 1 (877) 227-7481, for assistance. We understand that Dr. *** issue has been resolved. 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, Melanie *** Corporate Correspondence Team
expedia compromised my security by giving out my personal travel information to an importer. Pretending to be me.
Expedia has taken no action to resolve my issue. I understand a lot went on due to COVID-19 and they were overwhelmed but it has been 4 months since I cancelled my hotel booking and I have not received the credit or even this “coupon” they keep telling me is supposed to show up in my email within 30 days. The 30 days has come and gone and I have called at least 4X and it’s always some excuse. (Sending this to a higher dept, the hotel
Isn’t answering the phone, your case was filed 6/14 something should show up any day now.) Today I got hung up on twice by two different agents in a matter of 30 minutes, while my call was supposedly being transferred to a supervisor. Guess their MO is avoidance. I have used them many times in the past but will never use Expedia again.