On 2/15 I booked a trip to Rome Italy. After the Coronavirus hit, I decided to cancel my trip. I later contacted Expedia and rebooked for a trip to Las Vegas. I was never refunded funds from the Italy trip that I was told I would get. The hotel in Las Vegas has closed during my time booked and at the looks of it I will not be getting refunded for that either. Expedia cheated me out of 2 trips. The phone lines are always out of service and when I do call and wait on the line for one to two hours at a time, I’m somehow disconnected! I’ve emailed them several times just to get the run around or not even a response at all!
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I have been trying to reach Expedia for over a week now. I had a trip planned from London to NYC for March 23 and now due to the travel restrictions I am not able to make that trip. I called the airline (***) and they said that due to the Corona Virus circumstances they have made it their policy to refund any flights of those affected by the corona virus due to travel bans. However, I was told I would have to do it through Expedia since I did not do it through the airline directly. Expedia said that they do not charge anything for cancellations and that instead they abide to each airlines' policies. In fact on their website under cancellations, they instruct customers to check the airlines policy: "More than 24 hours ago: Airline cancellation fees come into play at this point. See the Airline rules + restrictions in your itinerary for more info.". Having done that and being informed by their airline that their policy is to issue a refund, I tried to call Expedia because they said since I made the booking through them that is the only way I would receive my refund. And so I called them and I could not even reach them. I recorded my calls to them, for some they would not even let the line ring and would say that they are busy with high caller volumes and to call again later. I called later and I was put on hold and they would simply hang up. I tried cancelling online, as they suggested and the site kept saying that the feature is not available at the moment, I used their online chatting system and they would tell me "All our chat agents are working with other customers right now. One moment while I look into this. Please check back with us in a little while" And I did this for days and hours and there is no way to contact them to receive my full refund. Horrible customer service, I cannot even reach them to discuss my options with them. I want this flight cancelled and get my money back.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Due to COVID 19 I have tried contacting Expedia to cancel my arrangements and receive a full credit. I am unable to get through the lines without getting hung up on or customer service emails or chats
Itinerary # ***
Booked on 2/19/2020
Total $ 212.08
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I have been trying to contact expedia for the past couple of days, but the only response I get it "we are currently experiencing technical difficulties." I am an incoming flight in April and the airline canceled my flight from *** to *** which then would get me back home to ***, and I am trying to contact them to see if they can find a replacement for my flight because I need to get back home. Last week when I contacted them I waited a total of 5 hours to not get any actionable and then got hung up on, so it is very disappointing as a customer to waste so much time with no results.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Due to the Coronavirus pandemic, we were forced to attempt to change our travel plans. Expedia credited our flight, but our hotel is not being refunded. We paid almost $3000 for this trip, and we have to take precautions now. I am immune compromised and can not travel, with a world wide epidemic. This is fraud! We only wanted to change the dates of our stay, and Expedias phone are hardly working with everyone trying to cancel. However, it is UNJUST to charge someone for something and not allow them to change it. This was out of our hands.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Hello
I have purchased two round trip tickets to Israel 3/26/2020- 4/5/2020 with *** airlines,
Itinerary ***
Due to known circumstances I have changed the flight with *** to 06/25/2020-7/6/2020
According to Expedia site - they do not charge change fees only when the Airline charges such fees , the cost will be passed to us.
According to *** site-all destinations - NO change fees.
For the change we have made, Expedia charged us $190x2=$380 for change
We would like to revive $380 back
Thank you for your help
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
My flight was ultimately cancelled by Expedia (Itinerary# ***) and was told that I would receive a refund on 2/29/20. There has been no email to tell me the timeline of this and all efforts to contact them via chat and phone has not been successful as Customer Service has been disconnecting calls. I would like to request a refund as I will have to pay interest on this cancelled reservation.
Expedia.com Response
• Mar 26, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Since the border closing, I have cancelled my wedding and I have been trying for 4 days to cancel my honeymoon which starts on March 22, 2020. I booked through Expedia.com. I tried to go on line and cancel but because I purchased a package that includes Flight and hotel it doesnt allow your to cancel..You have to cancel by phone only...I have been calling for days all hours of the day and night.calls are dropped after waiting on hold for hours or the calls are dropped without being answered. (technical difficulties) I tried calling the airline but they say I have to go through expedia. I talked with the hotel directly and they are willing to cancel and issue a full refund but I have to go through Expedia.com. I sent a couple of emails to Expedia customer care but no one is getting back to me..I just want a record that I have done everything in my power to cancel in a timely matter. Thank you for your help. My travel itinerary#***.
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mr. is requesting to cancel due to the Coronavirus outbreak.
Our records indicate that on February 7, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for a total of two travelers.
Departure on *** from Toronto, Canada on March 22, 2020 and returning March 29, 2020. Travel to ***
***.
Upon reviewing this matter, we show Mr. cancelled his hotel reservation directly on the website and received
full refund. We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus
any new fare difference all travel must be completed by March 31, 2021.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels.
Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Apr 14, 2020
Complaint: ***
I am rejecting this response because:
Expedia is saying that I should have cancelled or postponed as directed by *** "We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus any new fare difference all travel must be completed by March 31, 202"
The problem is when I contacted *** they told me that I had to go through Expedia. Please see attached screenshot of attempting to change online, the same is true when talking with *** on the phone.
Expedia did not answer my phone calls or emails. I submitted their form that said that "No additional action is required unless you hear otherwise". I did everything I can to cancel my flights. I was not asking for a full refund, I was asking to cancel my flights and pay the penalty within my rights of the booking.
Please see attached screenshots to verify my claim.
Sincerely
Expedia.com Response
• Apr 19, 2020
April 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept
our response and/or resolution offered.
When researching this matter we were able to verify that your flights are non-refundable. Therefore, we must abide by the rules and regulations of ***
Airlines. The airlines allows Mr. to exchange without the penalty fee or any new fare difference and all travel must be completed by March 31,
2021.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence TeamTell us why here...
Customer Response
• Apr 20, 2020
Complaint: ***
I am rejecting this response because:
I wanted to cancel my flights and pay the cancellation fees as per the booking rules. I couldn't reach Expedia to do so and when contacting the Airlines through by phone or email, changes were not accepted unless they are through Expedia. Please see attached screenshot of attempting to cancel/change the tickets online.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
My *** was cancelled due to the Coronovirus. I had booked 2 rooms on January 25,and the show was scheduled for April 23-24, 2020. When I tried to cancel online I was informed that it was nonrefundable because it was a special rate (I thought all Expedia rates were special rates????) When I tried to call (on both lines), I was told that I could not be helped because my trip was more than 7 days out. I cancelled the rooms, because I am handicapped by heart and lung issues, This puts me at greater risk if I get the Coronovirus. I am in self quarantine until cleared by my Dr.. I think this is a price gouge in light of the health emergency in the US. I would really like all of my money back. I have contacted the *** in Helen Ga USA and they have no problem with cancelling the reservation.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
We paid for a night at a hotel in Van Buren, Arkansas (***) so we could ride the train there. We were called and notified that the train ride was canceled due to the corona virus. Also the hotel is closing it’s breakfast bar, swimming pool, and other amenities due to the corona virus and not supposed to have 10 or more together. The hotel is fine with refunding our room, but Expedia is refusing to because we booked at a non-refundable room rate. Under NORMAL circumstances I would agree, but these are FAR from
Normal circumstances when the whole country is under a pandemic emergency. It is unfair and criminal during this economic hardship and vital concern for people’s welfare to expect them to adhere to the arrangements made when life was normal. Expedia is benefiting from this disaster and unwilling to do the right thing. They should be sued by all the people they are billing out of money and refunds due to unforeseen National security circumstances.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I cannot travel due to Coronavirus. I need to cancel my flight, hotel, and car rental. Expedia will not take my call or do business through email. They say they can cancel online, but they cannot. They said there would be no penalty for canceling within 24 hours of booking, but you cannot speak with someone unless your flight is within 7 days. It's impossible. I was able to contact the hotel directly and cancel, however, Expedia still charged me, even though the hotel did not and I no longer have a reservation there. They stole about 600$ from me as a result of this experience. I would like a refund.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased a vacation waiver #*** which allows for 100% refund for any reason. In the light of COVID-19, pandemic and restrictions set in my home state of Pennsylvania as well as in Florida- my vacation destination, I reluctantly decided it would be in my family's best interest to cancel our very much anticipated plans. We have children and an immune compromised individual who would be travelling. I attempted to resolve the issue online and was reported that I would not receive all of my money back; when attempting to reach cust service thru the online chat; I kept getting bounced around & "sorry, please try later;" phone attempts were just as bad- on hold for 60 minutes after speaking to "Anthony" who directed to transfer me to "higher support;" again on hold to be disconnected for several more attempts; now when I call all I get is "we are experiencing technical difficulties;" I WANT TO SPEAK TO SOMEONE TO GET MY REFUND. Our trip was scheduled 3.20 to 3.26.2020!!!
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I've been trying to cancel a hotel reservation for this coming weekend (3/20-3/22) now for over 4 days since we heard of cancellations related to C-19. I've tried numerous intake options including 1-800#, chat bot, and call back - none have worked. Even with the large increase in volume due to C-19, this is unacceptable from a customer service standpoint. I have called over 2 dozen times and still have yet to get to a "real" person to help. Please advise.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Me and my boys booked a vacation package with expedia in early February to thailand. After booking the trip the airlines started messaging me of schedule changes to our itinerary.... after about the 3rd change I tried to contact expedia about the new schedule because it did not work for us anymore.... we were going to thailand for a wedding and would now miss it with the new times and dates... I was then informed that one leg of our flights had been cancelled Nd would not be rescheduled.... I tried multiple times to contact expedia only for them to hang up on me after hours of being on hold. In some cases up to 3 hours. Then I get another notice from *** air that a 2nd leg of my flight had now been cancelled... so again I waited on hold for hours and as soon as I would tell them the situation they would hang up on me.... never once did expedia even give me an updated itinerary for our trip.... we were clueless. I tokk matters into my own hands and emailed the hotel I had booked with my flights... the hotel emailed me back saying they understood and would be more than happy to refund the money but it had to be done through expedia. I then called *** air and they to told me that since 2 legs of my flights had been changed that I would get a full refund but it had to be done through expedia.... well as I stated I have spent hours and hours on hold and everytime they answer and I tell them the story they hang up on me. Im a single father of 2 sons and I work my butt off to provide for them.... this was a trip of a lifetime for us and we were robbed of our trip and money. I demand a full refund as the airlines and hotel both said they are more than happy to do. But how do I do it when expedia wont talk to me? Please help me get a refund!!!! I paid for a service they did not provide.
Expedia.com Response
• Mar 26, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I have been trying for 2 days via chat and phone to talk with someone. It's not working.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Good Night, Made a Hotel reservación for *** next April 5th to 10th,2020. Due to the Recent healt Alert of the Corona Virus, I requested to cancel my reservation and was told that no refund is possible. Also contacted the Hotel and the penalization for canceling is only one night.
The itinerary # *** Total $684.75 dlls for 5 nights
Please help on getting the cancelation and refund
Thanks
***
Need your help on t
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because: I already got a response from their system saying that there will be no refund due to Special price, as I mentioned before, I contacted the Hotel and they only charge one night for cancelling.
Why does Expedia does not want to return the difference of the full charge. I consider that as an unfair negotiation by this kind of company that only provides a service of reserving the hotel.
I’m only requesting the return of my payment with the $115 dlls deduction for the cancelation that the Hotel charges.
Sincerely
Customer Response
• Jun 16, 2020
Complaint: ***
I am rejecting this response because: After 10 Day’s I have not receive the refund to my credit Card account.
I need Expedía.com to honor the commitment to refund my money.
Please send proof of the deposit transaction.
Sincerely
Expedia.com Response
• Jun 22, 2020
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Guillermo
*** (Revdex.com case number ***). We regret to hear Mr. did not
accept our response and/or resolution offered.We have reviewed the documentation/new information
provided to further address his concerns.We have coordinated with our transaction processing team who
had advised us Expedia did allow the $684.75 to be processed by PayPal
directly. Since the dispute was closed on our end, PayPal still has not closed
the case on their end. We kindly ask Mr. to contact PayPal to request the
funds as they will be processing the refund not Expedia. Expedia is unable to process any further refunds as per the
information provided.We thank you for allowing us to address this matter further.
If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I booked my vacation (flight and resort) through Expedia-*** travel. Now I cannot get Expedia to reply to my questions, "System upgrade or reboot" (they’re working on system). What kind of a scam is Expedia running? When I call airline and resort they say they cannot help me, I need to go through the travel agent I used to book. I began trying to change my reservations on 3/12/20 and have been told to call back in 4 hours several times after waiting on the phone for over an hour at a time, sometimes listening to waiting room music, sometimes dead silence. I do NOT feel like they are taking care of their customers. Today at approximately 10 am they answered the phone, after I explained the situation I was told the agent would have to put me on hold while he researched the situation. He assured me he had my email and phone number and would get back to me if the connection was broken. By 10:30 the call was ended on the other end. As of 10 pm I’m still waiting for a call back. I tried calling again this afternoon and after 1 hour and 10 minutes of listening to elevator music I was disconnected again. It seems to me crooks may be running the company??>?
Yes I’m getting a little tired of sitting on hold for hours at a time, being hung up on and being given lip service by Expedia.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 23, 2020
Complaint: ***
I am rejecting this response because:
I began trying to change my reservation (Itin# ***) with Expedia on 3/12/20 and have
been told to call back in 4 hours several times after waiting on the phone for
over an hour at a time, sometimes listening to waiting room music, sometimes
dead silence. I do NOT feel like they are
taking care of their customers. On 3/16 at approximately 10 am they answered
the phone, after I explained the situation I was told the agent would have to
put me on hold while he researched the situation. He assured me he had my email
and phone number and would get back to me if the connection was broken. By
10:30 the call was ended on the other end. I did not receive a call back. I
tried calling again in the afternoon and after 1 hour and 10 minutes of
listening to elevator music I was disconnected again. I finally got ahold of
someone on 3/17 that informed me most of my airline tickets had been refunded,
all but $600 that was taken out for a cancellation fee. I was told if I had
waited the fee would not have been assessed, but since I requested the refund
from the airline instead of Expedia the $200/ticket was assessed. An Expedia
agent told me to try contacting the airlines directly. Now they’re telling me
it was my fault that I did.
Another major part of my complaint is that when I called the
resort I had booked through Expedia, as the Expedia agent suggested I do, I was
told the Travel Agency needed to contact the resort to cancel the reservation.
When I explained my inability to get Expedia to call them, The resort assured
me they put a note in my file explaining my attempt to cancel the reservation.
The next time I got a hold of an Expedia agent I suggested I would fax them a
copy of my reservation so that they could call the Resort to request
cancellation, “the old fashioned way.” I was told they were not willing to
operate that way and that “I should call back in 4 hours after the system
upgrades were complete.”
Yes I’m tired of sitting on hold for hours at a time, being
hung up on and being given lip service by Expedia. I would like a full refund
of the package deal I booked through Expedia, = $4,398.22
Sincerely
Expedia.com Response
• Mar 31, 2020
March 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact *** Travel
Center powered by 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. *** Travel Center powered by Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding his travel booking.Our records indicate the customer was able to reach us
via different channels, and his reservation was already cancelled and refunded.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked a hotel with expedia for April 17th - 19th for an upcoming state tournament. Corona virus pandemic has taken it's toll and the event got cancelled. I contact expedia, via CHAT, on THEIR website to cancel. The agent on the CHAT during the time of 1PM on 3/17/2020, asked me if I wanted to cancel. I stated yes, then they cancelled and told me it was non-refundable. Many attempts of chat later, I request a call back. During the callback, the lady on the phone tries to tell me that I didn't cancel with expedia then later explains that I cancelled 20 minutes before my callback! This is at 9:30PM at this point! I call her out stating that wasn't true. She states, the policy is, I'm supposed to call expedia to cancel in order to get a refund! That is what I did! I did it on THEIR WEBSITE THROUGH THEIR CHAT! Now, I am going to say this! I PURCHASED THEIR HOTEL BOOKING PROTECTION WITH MY RESERVATION! It SAYS, in that contract, that cancellation of the trip is 100% refundable! WHY WOULD YOU OFFER A PROTECTION PLAN AND NOT ABIDE BY THE CONTRACT! It states in astericks: "This product only covers for Trip Costs booked with Expedia, Inc. Coverage varies by state. Please refer to Certificate of Insurance or Policy for complete details." So, I'm looking over the protection plan and apparently, expedia doesn't want to abide by what THEY OFFER! THEY OFFER DISCOUNTED RATES, OFFER HOTEL BOOKING PROTECTION, THEN DON'T ABIDE BY WHAT THEY ARE OFFERING!!! HAD I NOT PURCHASED PROTECTION THEY OFFERED, THEN I WOULDN'T BE ASKING FOR MY MONEY BACK! BUT THEY OFFERED IT AND YOU WOULD THINK, THEY WOULD HONOR WHAT THEY ARE OFFERING! COMPLETE SCAM!!!!
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 23, 2020
Complaint: ***
I am rejecting this response because:
I was merely put to the side when I finally got a hold of somebody then I got hung up on. I have now see they are finally going to provide refunds on non-refundable bookings that were made prior to March 19, 2020 for stays between March 20, 2020 - April 30, 2020. Stating we would receive an email in regards to this. (Which we have not received!). However, their agents were very QUICK to cancel my reservation and notify me afterwards that it was non-refundable even though I had paid extra for the protection THEY offered on a non-refundable booking. This said protection specifically states I am to receive 100% refund if needing to cancel. So, now my concern is the following: are they going to NOT refund me because this was cancelled before they made the decision to finally refund their customers? My booking clearly fell within the timeframe discussed on their forum? I will reject until I receive my refund request because I cannot trust they will follow through with the refund. I have been very patient and every forum, every agent, including the night I was called by one of their agents, I was just ignored and they tried to lie to me about how I cancelled my reservation and how I’m not entitled to my refund.
Sincerely
Expedia.com Response
• Mar 31, 2020
March 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate that on March 5, 2020, Mrs.,
or an authorized user of the Expedia account, self-booked a nonrefundable hotel
reservation with Hotel Booking Protection using Expedia’s website, under
itinerary ***. The accommodations were with *** &
***, VA, for a check in on April 17, 2020, and a check
out on April 19, 2020. The Hotel Booking Protection is with ***. The
customer cancelled their booking on March 17, 2020 and is requesting a full
refund. On March 31, 2020, a full refund of the booking in the amount
of $176.74 was issued back to the original form of payment, with the vendor’s
approval. The time it takes for a refund to appear on Mrs.’s account
depends on her financial institution, generally within 5-7 business days.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Apr 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.
However, I do want to specify that I have not received the refund as of yet. I will wait the full 7 days. I would appreciate if the Expedia would contact me with the refund confirmation reference number to provide to my credit card issuer to confirm they have actually processed the refund.
I’ve called them 5 times today. I’ve been on hold in excess of 1 hour each time then there system hangs up on you. This is on purpose to not refund money because of the Coronavirus. My third phone call I had a Representative even get my number in case we were disconnected to call me back and when that happened of course they didn’t call me back.
I’m was overcharged for a rebooking of a flight, I checked out of my hotel early and am owed 2 nights refund, I bought 2 4-day tickets to Universal Studios and received 3 days, I’m not flying on a flight tomorrow and need to cancel.
They are unreachable by phone as stated before.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 23, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I've been trying to cancel or change my hotel reservation (#***) for a couple of days and every time I am told that the backend team will handle it and get back to me; however, nobody ever gets back to me. For the first few times, I would call customer support and ask about the situation and they would say that nobody has called. The agent then proceeds to call the hotel, but the hotel staff is already off work. This is because Expedia's line is very backed up and I cannot reach an agent until later in the day. In the last few interactions, they keep saying that they have been sincerely trying, but the hotel is off work. That is false because the only time someone ever called the hotel was when I was called Expedia. The agents always then proceed to tell me that they will file the highest priority case for the backend team to call during the hours, but they never do. Every time I have to stress the hotel hours and I'm given an S case and promised they would handle it. Nobody ever handles it. One time I was even lied to that the hotel was closed due to coronavirus and I called the hotel and they said they weren't closed at all.
Here are the case numbers: ***
I have tried to change or cancel many times myself, but the hotel just says they need an Expedia agent to call them before the check-in date and that they will be flexible considering the coronavirus threat. Now the flexibility window is closed because Expedia would not talk to the hotel like they should have, even though I told them multiple days to. I have spoken to Customer Service Manager Jamil at the Las Vegas Corporate Office and she said that she would make this right and that the agents were in the wrong. She said that what the agents did was unauthorized and that they need to go through training again. So far, this issue has still not been resolved and I demand a full refund. It seems to me that Expedia keeps trying to sweep the case under the carpet.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel
reservation. Our records indicate that on February 21, 2020, Mr.,
or an authorized user of his account, self-booked a hotel reservation for two rooms on Expedia.com, under
itinerary ***. Reservation was for the ***- Adults Only /All Inclusive, with a check-in date of March 16,2020 and a
check-out date of March 20, 2020. We understand Mr. is requesting a refund
of his unused hotel reservation. Upon receipt of the complaint, we can confirm that a
refund of $1,255.52 was processed for the first room on March 25, 2020. And a
refund in the amount of $1,255.52 was processed today, April 7, 2020 back to Mr.
***’s original form of payment. Kindly note that it could take up to 30 days
for the refund amount to show on Mr.’s account. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate
Correspondence Team
Customer Response
• Apr 08, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 2/15 I booked a trip to Rome Italy. After the Coronavirus hit, I decided to cancel my trip. I later contacted Expedia and rebooked for a trip to Las Vegas. I was never refunded funds from the Italy trip that I was told I would get. The hotel in Las Vegas has closed during my time booked and at the looks of it I will not be getting refunded for that either. Expedia cheated me out of 2 trips. The phone lines are always out of service and when I do call and wait on the line for one to two hours at a time, I’m somehow disconnected! I’ve emailed them several times just to get the run around or not even a response at all!
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I have been trying to reach Expedia for over a week now. I had a trip planned from London to NYC for March 23 and now due to the travel restrictions I am not able to make that trip. I called the airline (***) and they said that due to the Corona Virus circumstances they have made it their policy to refund any flights of those affected by the corona virus due to travel bans. However, I was told I would have to do it through Expedia since I did not do it through the airline directly. Expedia said that they do not charge anything for cancellations and that instead they abide to each airlines' policies. In fact on their website under cancellations, they instruct customers to check the airlines policy: "More than 24 hours ago: Airline cancellation fees come into play at this point. See the Airline rules + restrictions in your itinerary for more info.". Having done that and being informed by their airline that their policy is to issue a refund, I tried to call Expedia because they said since I made the booking through them that is the only way I would receive my refund. And so I called them and I could not even reach them. I recorded my calls to them, for some they would not even let the line ring and would say that they are busy with high caller volumes and to call again later. I called later and I was put on hold and they would simply hang up. I tried cancelling online, as they suggested and the site kept saying that the feature is not available at the moment, I used their online chatting system and they would tell me "All our chat agents are working with other customers right now. One moment while I look into this. Please check back with us in a little while" And I did this for days and hours and there is no way to contact them to receive my full refund. Horrible customer service, I cannot even reach them to discuss my options with them. I want this flight cancelled and get my money back.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to COVID 19 I have tried contacting Expedia to cancel my arrangements and receive a full credit. I am unable to get through the lines without getting hung up on or customer service emails or chats
Itinerary # ***
Booked on 2/19/2020
Total $ 212.08
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I have been trying to contact expedia for the past couple of days, but the only response I get it "we are currently experiencing technical difficulties." I am an incoming flight in April and the airline canceled my flight from *** to *** which then would get me back home to ***, and I am trying to contact them to see if they can find a replacement for my flight because I need to get back home. Last week when I contacted them I waited a total of 5 hours to not get any actionable and then got hung up on, so it is very disappointing as a customer to waste so much time with no results.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to the Coronavirus pandemic, we were forced to attempt to change our travel plans. Expedia credited our flight, but our hotel is not being refunded. We paid almost $3000 for this trip, and we have to take precautions now. I am immune compromised and can not travel, with a world wide epidemic. This is fraud! We only wanted to change the dates of our stay, and Expedias phone are hardly working with everyone trying to cancel. However, it is UNJUST to charge someone for something and not allow them to change it. This was out of our hands.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Hello
I have purchased two round trip tickets to Israel 3/26/2020- 4/5/2020 with *** airlines,
Itinerary ***
Due to known circumstances I have changed the flight with *** to 06/25/2020-7/6/2020
According to Expedia site - they do not charge change fees only when the Airline charges such fees , the cost will be passed to us.
According to *** site-all destinations - NO change fees.
For the change we have made, Expedia charged us $190x2=$380 for change
We would like to revive $380 back
Thank you for your help
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
My flight was ultimately cancelled by Expedia (Itinerary# ***) and was told that I would receive a refund on 2/29/20. There has been no email to tell me the timeline of this and all efforts to contact them via chat and phone has not been successful as Customer Service has been disconnecting calls. I would like to request a refund as I will have to pay interest on this cancelled reservation.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Since the border closing, I have cancelled my wedding and I have been trying for 4 days to cancel my honeymoon which starts on March 22, 2020. I booked through Expedia.com. I tried to go on line and cancel but because I purchased a package that includes Flight and hotel it doesnt allow your to cancel..You have to cancel by phone only...I have been calling for days all hours of the day and night.calls are dropped after waiting on hold for hours or the calls are dropped without being answered. (technical difficulties) I tried calling the airline but they say I have to go through expedia. I talked with the hotel directly and they are willing to cancel and issue a full refund but I have to go through Expedia.com. I sent a couple of emails to Expedia customer care but no one is getting back to me..I just want a record that I have done everything in my power to cancel in a timely matter. Thank you for your help. My travel itinerary#***.
April 7, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mr. is requesting to cancel due to the Coronavirus outbreak.
Our records indicate that on February 7, 2020, Mr. ***, or an authorized user of his Expedia account, self-
booked a package reservation using Expedia’s website, under itinerary *** for a total of two travelers.
Departure on *** from Toronto, Canada on March 22, 2020 and returning March 29, 2020. Travel to ***
***.
Upon reviewing this matter, we show Mr. cancelled his hotel reservation directly on the website and received
full refund. We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus
any new fare difference all travel must be completed by March 31, 2021.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels.
Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is saying that I should have cancelled or postponed as directed by *** "We verified that *** has provided a travel advisory to allow an exchange without the penalty fee plus any new fare difference all travel must be completed by March 31, 202"
The problem is when I contacted *** they told me that I had to go through Expedia. Please see attached screenshot of attempting to change online, the same is true when talking with *** on the phone.
Expedia did not answer my phone calls or emails. I submitted their form that said that "No additional action is required unless you hear otherwise". I did everything I can to cancel my flights. I was not asking for a full refund, I was asking to cancel my flights and pay the penalty within my rights of the booking.
Please see attached screenshots to verify my claim.
Sincerely
April 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. *** did not accept
our response and/or resolution offered.
When researching this matter we were able to verify that your flights are non-refundable. Therefore, we must abide by the rules and regulations of ***
Airlines. The airlines allows Mr. to exchange without the penalty fee or any new fare difference and all travel must be completed by March 31,
2021.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because:
I wanted to cancel my flights and pay the cancellation fees as per the booking rules. I couldn't reach Expedia to do so and when contacting the Airlines through by phone or email, changes were not accepted unless they are through Expedia. Please see attached screenshot of attempting to cancel/change the tickets online.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
My *** was cancelled due to the Coronovirus. I had booked 2 rooms on January 25,and the show was scheduled for April 23-24, 2020. When I tried to cancel online I was informed that it was nonrefundable because it was a special rate (I thought all Expedia rates were special rates????) When I tried to call (on both lines), I was told that I could not be helped because my trip was more than 7 days out. I cancelled the rooms, because I am handicapped by heart and lung issues, This puts me at greater risk if I get the Coronovirus. I am in self quarantine until cleared by my Dr.. I think this is a price gouge in light of the health emergency in the US. I would really like all of my money back. I have contacted the *** in Helen Ga USA and they have no problem with cancelling the reservation.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
We paid for a night at a hotel in Van Buren, Arkansas (***) so we could ride the train there. We were called and notified that the train ride was canceled due to the corona virus. Also the hotel is closing it’s breakfast bar, swimming pool, and other amenities due to the corona virus and not supposed to have 10 or more together. The hotel is fine with refunding our room, but Expedia is refusing to because we booked at a non-refundable room rate. Under NORMAL circumstances I would agree, but these are FAR from
Normal circumstances when the whole country is under a pandemic emergency. It is unfair and criminal during this economic hardship and vital concern for people’s welfare to expect them to adhere to the arrangements made when life was normal. Expedia is benefiting from this disaster and unwilling to do the right thing. They should be sued by all the people they are billing out of money and refunds due to unforeseen National security circumstances.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I cannot travel due to Coronavirus. I need to cancel my flight, hotel, and car rental. Expedia will not take my call or do business through email. They say they can cancel online, but they cannot. They said there would be no penalty for canceling within 24 hours of booking, but you cannot speak with someone unless your flight is within 7 days. It's impossible. I was able to contact the hotel directly and cancel, however, Expedia still charged me, even though the hotel did not and I no longer have a reservation there. They stole about 600$ from me as a result of this experience. I would like a refund.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I purchased a vacation waiver #*** which allows for 100% refund for any reason. In the light of COVID-19, pandemic and restrictions set in my home state of Pennsylvania as well as in Florida- my vacation destination, I reluctantly decided it would be in my family's best interest to cancel our very much anticipated plans. We have children and an immune compromised individual who would be travelling. I attempted to resolve the issue online and was reported that I would not receive all of my money back; when attempting to reach cust service thru the online chat; I kept getting bounced around & "sorry, please try later;" phone attempts were just as bad- on hold for 60 minutes after speaking to "Anthony" who directed to transfer me to "higher support;" again on hold to be disconnected for several more attempts; now when I call all I get is "we are experiencing technical difficulties;" I WANT TO SPEAK TO SOMEONE TO GET MY REFUND. Our trip was scheduled 3.20 to 3.26.2020!!!
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I've been trying to cancel a hotel reservation for this coming weekend (3/20-3/22) now for over 4 days since we heard of cancellations related to C-19. I've tried numerous intake options including 1-800#, chat bot, and call back - none have worked. Even with the large increase in volume due to C-19, this is unacceptable from a customer service standpoint. I have called over 2 dozen times and still have yet to get to a "real" person to help. Please advise.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Me and my boys booked a vacation package with expedia in early February to thailand. After booking the trip the airlines started messaging me of schedule changes to our itinerary.... after about the 3rd change I tried to contact expedia about the new schedule because it did not work for us anymore.... we were going to thailand for a wedding and would now miss it with the new times and dates... I was then informed that one leg of our flights had been cancelled Nd would not be rescheduled.... I tried multiple times to contact expedia only for them to hang up on me after hours of being on hold. In some cases up to 3 hours. Then I get another notice from *** air that a 2nd leg of my flight had now been cancelled... so again I waited on hold for hours and as soon as I would tell them the situation they would hang up on me.... never once did expedia even give me an updated itinerary for our trip.... we were clueless. I tokk matters into my own hands and emailed the hotel I had booked with my flights... the hotel emailed me back saying they understood and would be more than happy to refund the money but it had to be done through expedia. I then called *** air and they to told me that since 2 legs of my flights had been changed that I would get a full refund but it had to be done through expedia.... well as I stated I have spent hours and hours on hold and everytime they answer and I tell them the story they hang up on me. Im a single father of 2 sons and I work my butt off to provide for them.... this was a trip of a lifetime for us and we were robbed of our trip and money. I demand a full refund as the airlines and hotel both said they are more than happy to do. But how do I do it when expedia wont talk to me? Please help me get a refund!!!! I paid for a service they did not provide.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I have been trying for 2 days via chat and phone to talk with someone. It's not working.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Good Night, Made a Hotel reservación for *** next April 5th to 10th,2020. Due to the Recent healt Alert of the Corona Virus, I requested to cancel my reservation and was told that no refund is possible. Also contacted the Hotel and the penalization for canceling is only one night.
The itinerary # *** Total $684.75 dlls for 5 nights
Please help on getting the cancelation and refund
Thanks
***
Need your help on t
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: I already got a response from their system saying that there will be no refund due to Special price, as I mentioned before, I contacted the Hotel and they only charge one night for cancelling.
Why does Expedia does not want to return the difference of the full charge. I consider that as an unfair negotiation by this kind of company that only provides a service of reserving the hotel.
I’m only requesting the return of my payment with the $115 dlls deduction for the cancelation that the Hotel charges.
Sincerely
Complaint: ***
I am rejecting this response because: After 10 Day’s I have not receive the refund to my credit Card account.
I need Expedía.com to honor the commitment to refund my money.
Please send proof of the deposit transaction.
Sincerely
June 22, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from Guillermo
*** (Revdex.com case number ***). We regret to hear Mr. did not
accept our response and/or resolution offered.We have reviewed the documentation/new information
provided to further address his concerns.We have coordinated with our transaction processing team who
had advised us Expedia did allow the $684.75 to be processed by PayPal
directly. Since the dispute was closed on our end, PayPal still has not closed
the case on their end. We kindly ask Mr. to contact PayPal to request the
funds as they will be processing the refund not Expedia. Expedia is unable to process any further refunds as per the
information provided.We thank you for allowing us to address this matter further.
If you have any further questions or concerns regarding this matter, please
feel free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I booked my vacation (flight and resort) through Expedia-*** travel. Now I cannot get Expedia to reply to my questions, "System upgrade or reboot" (they’re working on system). What kind of a scam is Expedia running? When I call airline and resort they say they cannot help me, I need to go through the travel agent I used to book. I began trying to change my reservations on 3/12/20 and have been told to call back in 4 hours several times after waiting on the phone for over an hour at a time, sometimes listening to waiting room music, sometimes dead silence. I do NOT feel like they are taking care of their customers. Today at approximately 10 am they answered the phone, after I explained the situation I was told the agent would have to put me on hold while he researched the situation. He assured me he had my email and phone number and would get back to me if the connection was broken. By 10:30 the call was ended on the other end. As of 10 pm I’m still waiting for a call back. I tried calling again this afternoon and after 1 hour and 10 minutes of listening to elevator music I was disconnected again. It seems to me crooks may be running the company??>?
Yes I’m getting a little tired of sitting on hold for hours at a time, being hung up on and being given lip service by Expedia.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:
I began trying to change my reservation (Itin# ***) with Expedia on 3/12/20 and have
been told to call back in 4 hours several times after waiting on the phone for
over an hour at a time, sometimes listening to waiting room music, sometimes
dead silence. I do NOT feel like they are
taking care of their customers. On 3/16 at approximately 10 am they answered
the phone, after I explained the situation I was told the agent would have to
put me on hold while he researched the situation. He assured me he had my email
and phone number and would get back to me if the connection was broken. By
10:30 the call was ended on the other end. I did not receive a call back. I
tried calling again in the afternoon and after 1 hour and 10 minutes of
listening to elevator music I was disconnected again. I finally got ahold of
someone on 3/17 that informed me most of my airline tickets had been refunded,
all but $600 that was taken out for a cancellation fee. I was told if I had
waited the fee would not have been assessed, but since I requested the refund
from the airline instead of Expedia the $200/ticket was assessed. An Expedia
agent told me to try contacting the airlines directly. Now they’re telling me
it was my fault that I did.
Another major part of my complaint is that when I called the
resort I had booked through Expedia, as the Expedia agent suggested I do, I was
told the Travel Agency needed to contact the resort to cancel the reservation.
When I explained my inability to get Expedia to call them, The resort assured
me they put a note in my file explaining my attempt to cancel the reservation.
The next time I got a hold of an Expedia agent I suggested I would fax them a
copy of my reservation so that they could call the Resort to request
cancellation, “the old fashioned way.” I was told they were not willing to
operate that way and that “I should call back in 4 hours after the system
upgrades were complete.”
Yes I’m tired of sitting on hold for hours at a time, being
hung up on and being given lip service by Expedia. I would like a full refund
of the package deal I booked through Expedia, = $4,398.22
Sincerely
March 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact *** Travel
Center powered by 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. *** Travel Center powered by Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding his travel booking.Our records indicate the customer was able to reach us
via different channels, and his reservation was already cancelled and refunded.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked a hotel with expedia for April 17th - 19th for an upcoming state tournament. Corona virus pandemic has taken it's toll and the event got cancelled. I contact expedia, via CHAT, on THEIR website to cancel. The agent on the CHAT during the time of 1PM on 3/17/2020, asked me if I wanted to cancel. I stated yes, then they cancelled and told me it was non-refundable. Many attempts of chat later, I request a call back. During the callback, the lady on the phone tries to tell me that I didn't cancel with expedia then later explains that I cancelled 20 minutes before my callback! This is at 9:30PM at this point! I call her out stating that wasn't true. She states, the policy is, I'm supposed to call expedia to cancel in order to get a refund! That is what I did! I did it on THEIR WEBSITE THROUGH THEIR CHAT! Now, I am going to say this! I PURCHASED THEIR HOTEL BOOKING PROTECTION WITH MY RESERVATION! It SAYS, in that contract, that cancellation of the trip is 100% refundable! WHY WOULD YOU OFFER A PROTECTION PLAN AND NOT ABIDE BY THE CONTRACT! It states in astericks: "This product only covers for Trip Costs booked with Expedia, Inc. Coverage varies by state. Please refer to Certificate of Insurance or Policy for complete details." So, I'm looking over the protection plan and apparently, expedia doesn't want to abide by what THEY OFFER! THEY OFFER DISCOUNTED RATES, OFFER HOTEL BOOKING PROTECTION, THEN DON'T ABIDE BY WHAT THEY ARE OFFERING!!! HAD I NOT PURCHASED PROTECTION THEY OFFERED, THEN I WOULDN'T BE ASKING FOR MY MONEY BACK! BUT THEY OFFERED IT AND YOU WOULD THINK, THEY WOULD HONOR WHAT THEY ARE OFFERING! COMPLETE SCAM!!!!
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:
I was merely put to the side when I finally got a hold of somebody then I got hung up on. I have now see they are finally going to provide refunds on non-refundable bookings that were made prior to March 19, 2020 for stays between March 20, 2020 - April 30, 2020. Stating we would receive an email in regards to this. (Which we have not received!). However, their agents were very QUICK to cancel my reservation and notify me afterwards that it was non-refundable even though I had paid extra for the protection THEY offered on a non-refundable booking. This said protection specifically states I am to receive 100% refund if needing to cancel. So, now my concern is the following: are they going to NOT refund me because this was cancelled before they made the decision to finally refund their customers? My booking clearly fell within the timeframe discussed on their forum? I will reject until I receive my refund request because I cannot trust they will follow through with the refund. I have been very patient and every forum, every agent, including the night I was called by one of their agents, I was just ignored and they tried to lie to me about how I cancelled my reservation and how I’m not entitled to my refund.
Sincerely
March 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate that on March 5, 2020, Mrs.,
or an authorized user of the Expedia account, self-booked a nonrefundable hotel
reservation with Hotel Booking Protection using Expedia’s website, under
itinerary ***. The accommodations were with *** &
***, VA, for a check in on April 17, 2020, and a check
out on April 19, 2020. The Hotel Booking Protection is with ***. The
customer cancelled their booking on March 17, 2020 and is requesting a full
refund. On March 31, 2020, a full refund of the booking in the amount
of $176.74 was issued back to the original form of payment, with the vendor’s
approval. The time it takes for a refund to appear on Mrs.’s account
depends on her financial institution, generally within 5-7 business days.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
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.
However, I do want to specify that I have not received the refund as of yet. I will wait the full 7 days. I would appreciate if the Expedia would contact me with the refund confirmation reference number to provide to my credit card issuer to confirm they have actually processed the refund.
Sincerely
I’ve called them 5 times today. I’ve been on hold in excess of 1 hour each time then there system hangs up on you. This is on purpose to not refund money because of the Coronavirus. My third phone call I had a Representative even get my number in case we were disconnected to call me back and when that happened of course they didn’t call me back.
I’m was overcharged for a rebooking of a flight, I checked out of my hotel early and am owed 2 nights refund, I bought 2 4-day tickets to Universal Studios and received 3 days, I’m not flying on a flight tomorrow and need to cancel.
They are unreachable by phone as stated before.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I've been trying to cancel or change my hotel reservation (#***) for a couple of days and every time I am told that the backend team will handle it and get back to me; however, nobody ever gets back to me. For the first few times, I would call customer support and ask about the situation and they would say that nobody has called. The agent then proceeds to call the hotel, but the hotel staff is already off work. This is because Expedia's line is very backed up and I cannot reach an agent until later in the day. In the last few interactions, they keep saying that they have been sincerely trying, but the hotel is off work. That is false because the only time someone ever called the hotel was when I was called Expedia. The agents always then proceed to tell me that they will file the highest priority case for the backend team to call during the hours, but they never do. Every time I have to stress the hotel hours and I'm given an S case and promised they would handle it. Nobody ever handles it. One time I was even lied to that the hotel was closed due to coronavirus and I called the hotel and they said they weren't closed at all.
Here are the case numbers: ***
I have tried to change or cancel many times myself, but the hotel just says they need an Expedia agent to call them before the check-in date and that they will be flexible considering the coronavirus threat. Now the flexibility window is closed because Expedia would not talk to the hotel like they should have, even though I told them multiple days to. I have spoken to Customer Service Manager Jamil at the Las Vegas Corporate Office and she said that she would make this right and that the agents were in the wrong. She said that what the agents did was unauthorized and that they need to go through training again. So far, this issue has still not been resolved and I demand a full refund. It seems to me that Expedia keeps trying to sweep the case under the carpet.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
April 7, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel
reservation. Our records indicate that on February 21, 2020, Mr.,
or an authorized user of his account, self-booked a hotel reservation for two rooms on Expedia.com, under
itinerary ***. Reservation was for the ***- Adults Only /All Inclusive, with a check-in date of March 16,2020 and a
check-out date of March 20, 2020. We understand Mr. is requesting a refund
of his unused hotel reservation. Upon receipt of the complaint, we can confirm that a
refund of $1,255.52 was processed for the first room on March 25, 2020. And a
refund in the amount of $1,255.52 was processed today, April 7, 2020 back to Mr.
***’s original form of payment. Kindly note that it could take up to 30 days
for the refund amount to show on Mr.’s account. Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate
Correspondence Team
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