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
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.
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.
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 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 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.
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 booked my flights to Expedia from ***o *** on March 20th now federal issued for all travellers to avoid all non essential trips . Also my flight is air canada which is on the website they’re saying issuing full refund also my final destination air *** has been shut down as well. I called Expedia to cancel my trip they said I can’t cancel my trip only will give me credit which is I have to use it on future travel but air canada on the website saying they will give full refund. I want my refund back to my credit card. Thanks
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I tried to contact the week leading up to my flight to cancel a booking I had from LAX --> Tokyo; however, the customer service phone number led to an automated message regarding system outages. When I was able to get pass this, I was on hold for 1.5 hours, 2 hours, 1 hour, 45 minutes before being hung up on. Additionally, I tried contacting Expedia through their online chat portal, but was faced with "All our agents are busy at the moment, Please check back with us in a little while..." I also filed their online form on March 16th for a refund from Expedia for the flight. However, I was never able to contact a customer service agent. Finally, after 4.5 hours on hold for their chat option, I was able to chat with an agent. They informed me that per their policy, flights had to be cancelled 6 hours ahead of the departure time. I explained to them that I had tried numerous times, but was unable to since their infrastructure is not built to support this many calls. They refused to issue credit even though this is a result of their lack of customer service channels. I even called *** Airlines to see if they could assist me, but I was redirected back to Expedia even though my time was limited.
Expedia also took away the option for self service on their portal (an option that was available to me previously) so I was no longer able to cancel myself. I believe that this tactic forced consumers down the narrow pipes of having to either 1. chat or 2. phone. Both of which were experiencing outages.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 23, 2020
Complaint: ***
I am rejecting this response because: my trip was scheduled to depart on March 17th and I did not board the flight. As a result, the options contained in the body of the response from Expedia are not relevant to my booking.
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. Shan
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on August 10, 2019, Mrs., or authorized user of the account, self-booked a flight reservation on Expedia.com, under itinerary *** Travel was with *** Airlines, departing on March 17, 2020, returning on March
30, 2020, from Los Angeles, CA, United States to Tokyo, Japan. We understand Shan
*** is requesting a refund and/or credit for the unused flight reservation. Please extend our apologies to Mrs.
*** in regards to her experience with Expedia. We regret any
inconvenience that have occurred and would like to assure that her reservation
is important to us. With Coronavirus (COVID-19) continuing to impact travel around
the world, we are currently experiencing an unprecedented
volume of requests that are preventing us from responding within our
normal standards.Upon reviewing Mrs.’s booking, we
can confirm that an issued flight credit is the
only option that the airline is providing at this time. As such, Mrs.
***’s itinerary is eligible for a waiver of all change and cancel fees.*** Airlines has issued Mrs. credit equal to the value of her original flight booking to
use towards future flight. To learn more about the credit, kindly
advise Mrs. review *** Airlines’
policy at https://www.singaporeair.com/en_UK/sg/travel-info/precautionary-measures/.When Mrs. is ready to use her travel credit, we
request that she contact our service desk and reference the Expedia itinerary
number.Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
We are trying to reschedule our vacation due to Covid 19. We are supposed to leave this Saturday and we’ve been trying to reach customer service for the past 3 days. You are on hold for an hour and the the call hangs up. You also can’t reach anyone through the website.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
How has there not been a class action lawsuit? This company is a complete scam. After being forced to cancel my trip due to travel restrictions and the recommendation of the CDC, I confirmed with the hotel directly they are issuing all refunds but needed to cancel via Expedia since they booked it. Expedia will not refund my money even though the hotel is not being paid. Cannot reach anyone and have tried multiple times every day for the past 5 days. This company needs to be crippled with a serious lawsuit.
Beware of Expedia's hotel ratings. I booked a room at a hotel with 3.5/5 stars. Subsequently, I learned that the hotel is roach-infested and has generally unhealthy conditions. A claim for reimbursement has been initially denied, but I will continue to pursue this matter.
I have had a similar experience as other reviewers concerning cancelling a planned trip. On line help is not available and requires telephone communication. I have spent hours on hold or waiting for a call-back, often being told by the representative that he cannot help me and I must contact someone else. Last time I use Expedia.
When I had to cancel my flight on January 30, 2020, I called the number provided on Expedia's website which said it was *toll-freewhen calling locally. The number was *** (Japanese number).
I was calling from a Japanese number, from Japan, meaning I was calling locally. This is shown on my phone bill as well.
However, when I received my phone bill, it showed that the total of 4hours 2minutes 42seconds that I was on the line (mostly waiting) to talk to someone from Expedia has cost me ¥9,708 before tax (¥10,678 after 10% tax). My phone charges me ¥20/30sec.
I have asked Expedia to fully refund me for this fraudulent phone bill, and to immediately remove their misleading, incorrect information.
They replied after 3 days to my initial complaint, but what they offered was a "courtesy coupon" (slightly less than the full amount I asked for) that can only be used within Expedia, assuming I was calling internationally and was charged for roaming thus it was my fault (my phone bill proves that it was a domestic call).
I replied to them clarifying that it was a domestic call, and I need a full refund, not a "courtesy coupon" that puts the blame on me for their wrongful practice. I gave them every proof they need to verify my claim, such as the screenshot of the Expedia page claiming the number is toll-free, my phone bill, the length of the calls shown on the bill, etc.
Since I did not hear back from them for 1 week, I have tried to reach them on every possible platform (Twitter, Facebook, LINE, chat, you name it), but they have been ignoring me, and it has now been nearly 3 weeks without a response.
Expedia.com Response
• Mar 24, 2020
Dear Revdex.com,
Thank you for taking the time to
contact Expedia.co.jp regarding an issue from our customer. We appreciate the
Revdex.com allowing us to address the comments and concerns that
have been brought to our attention. Expedia.co.jp is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.Expedia.co.jp is responding to the consumer complaint from Mr ***
*** (Revdex.com case number ***) regarding extra charges while contacting our
toll free number.
I regret to hear that her experience
for this booking was disappointing this time. We have investigated this case and upon review, I found that
the number mentioned by the customer is a toll-free number, if called from a local
number. We apologise that the customer was charged for the call and we have processed
a refund of JPY 10,678 to
the original form of payment. The refund will be credited within 30 days. We do hope that in light of Mr *** most recent
experience, he will decide to continue to use Expedia.co.jp for his future travel needs.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution, the refund, is satisfactory to me.
However, I would like to clarify to Mr. Prabind *** that the number was not toll-free for me when I was calling locally. My phone company charged me for a domestic call, as evidenced in my phone bill that I have provided Expedia with as proof. If they consider the number to be toll-free, I need an explanation from them on what makes it so.
If they cannot give a justifiable reason for their argument that the number is toll-free (i.e. why was I charged for a domestic call?), I urge Expedia to take the information down, so that others do not have to go through the same thing as me.
I booked a bundled vacation trip (3.17-3.25.20) to Aruba, which included two one-way airline tickets and a hotel as well as the travel waiver (insurance). I've been trying to cancel the trip for 4 days using both the online chat feature and telephone contact. I've not been able to get through. I can not get any information as to if my insurance will cover the trip.
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
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because: I find the response to my complaint unsatisfying. I have not received any coorispondance from Experdia that indicates the insurance I purchased through their website will cover my trip. The insurance indicates I may cancel for any reason. This should be an automatic trigger to send me a message that I will receive a refund. I'm aware they are trying to process their claims however I too have spent many hours attempting to cancel my trip using their phone and online services, including filing with their latest online form. I would have at least expected some recognition that my attempts have been acknowledged. I am willing to be patient in receiving my refund, however I am seeking some reassurance that I will in fact eventually receive it. I feel I've tried everything available to me. I was not willing to cancel with the airlines and hotels due to the online information indicating that I would not receive a refund. I remain insulted and frustrated. I am shocked a business is permitted to treat it's customers this way even under the current circumstances.
Sincerely
Customer Response
• Mar 24, 2020
Complaint: ***
I am rejecting this response because: I find the response to my complaint unsatisfying. I have not received any coorispondance from Experdia that indicates the insurance I purchased through their website will cover my trip. The insurance indicates I may cancel for any reason. This should be an automatic trigger to send me a message that I will receive a refund. I'm aware they are trying to process their claims however I too have spent many hours attempting to cancel my trip using their phone and online services, including filing with their latest online form. I would have at least expected some recognition that my attempts have been acknowledged. I am willing to be patient in receiving my refund, however I am seeking some reassurance that I will in fact eventually receive it. I feel I've tried everything available to me. I was not willing to cancel with the airlines and hotels due to the online information indicating that I would not receive a refund. I remain insulted and frustrated. I am shocked a business is permitted to treat it's customers this way even under the current circumstances.
Sincerely
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
Department RE: Expedia
Case # ***Dear Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) regarding her flight
reservation.
Our
records indicate that on November 12, 2019, Ms., or an authorized
user of the Expedia account, self-booked a combined one way fare flight and
hotel reservation for two travelers, under itinerary ***. The outbound flight was aboard ***
Airlines, departing on March 18, 2020, from Pittsburgh, PA, USA, to Oranjestad,
Aruba. The return flight was aboard *** Airlines, departing on March 24,
2020, from Oranjestad, Aruba, to Pittsburgh, PA, USA. The hotel stay was at the ***, Aruba, for the same
dates. This included the Travel Protection Vacation waiver. We understand Ms. would like to utilize
her vacation waiver and receive a refund for her reservation.
Upon
receipt of this complaint, On April 7, 2020, I contacted *** Airlines, who
advised that since a schedule change occurred, they will process a full refund to
Ms.’s original form of payment and provided reference numbers ***
and *** Airlines said the refund will take 7-10 business days for
Ms. to see it in her account.
***
Airlines recently updated their policy to include the dates Ms. was
traveling. On April 7, 2020, I initiated the refund process through ***
Airlines. The time it takes for Ms.’s refund to completely process
depends on *** Airlines and Ms.’s financial institution.
Expedia’s’ Terms of Use was agreed to by Ms.
*** at the time of booking, which expressly states:
The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On April 7, 2020, Expedia processed a refund in
the amount of $1,468.50, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you,Michelle ***Corporate Correspondence Team
Expedia.com Response
• Apr 07, 2020
April 7, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
Department RE: Expedia
Case # ***Dear Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) regarding her flight
reservation.
Our
records indicate that on November 12, 2019, Ms., or an authorized
user of the Expedia account, self-booked a combined one way fare flight and
hotel reservation for two travelers, under itinerary ***. The outbound flight was aboard ***
Airlines, departing on March 18, 2020, from Pittsburgh, PA, USA, to Oranjestad,
Aruba. The return flight was aboard *** Airlines, departing on March 24,
2020, from Oranjestad, Aruba, to Pittsburgh, PA, USA. The hotel stay was at the ***
Resort Aruba – Beach Resort and Casino, located in Noord, Aruba, for the same
dates. This included the Travel Protection Vacation waiver. We understand Ms. would like to utilize
her vacation waiver and receive a refund for her reservation.
Upon
receipt of this complaint, On April 7, 2020, I contacted *** Airlines, who
advised that since a schedule change occurred, they will process a full refund to
Ms.’s original form of payment and provided reference numbers ***
and ***. *** Airlines said the refund will take 7-10 business days for
Ms. to see it in her account.
***
Airlines recently updated their policy to include the dates Ms. was
traveling. On April 7, 2020, I initiated the refund process through ***
Airlines. The time it takes for Ms.’s refund to completely process
depends on *** Airlines and Ms.’s financial institution.
Expedia’s’ Terms of Use was agreed to by Ms.
*** at the time of booking, which expressly states:
The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On April 7, 2020, Expedia processed a refund in
the amount of $1,468.50, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you,Michelle RCorporate 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.
Sincerely
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 Wednesday March 11, 2020 I purchased 2 plane tickets to travel to Guayaquil, Ecuador for an emergency, due to my dad being very delicate at the hospital for 2 weeks and with his health getting more complicated. I purchased the ticket for a price of $642 per ticket. On Thursday I receive a phone call from Expedia mentioning that they will issue a refund in about 72h because they couldn't generate my ticket because my last name is too long. I mentioned I couldn't do it since I needed to travel thr next day ASAP and couldn't have that amount on my credit card. I have purchased tickets before from Expedia and from *** and never had this issue. The representative said it was my fault because they had reached out to me twice via email which I mentioned was not true since I had received a confirmation and a coronavirus precaution email, nothing else. I decided to buy through Expedia in order to be able to purchase travel insurance to avoid this kind of issues which the CS representative said was "health insurance". I feel like Expedia should have taken the responsibility for an issue that was not mine, obviously I need to register my name as is on my passport. I have had to pay an extra $500 which was not on my plans since I am already helping financially on my dad's health situation in Ecuador.
Expedia.com Response
• Mar 26, 2020
March 26, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservation.Our records indicate that on March 11,
2020, Ms., or an authorized user of her Expedia account self-booked a
flight reservation for two travelers using Expedia’s website, under itinerary
***. The original cost of the reservation was $641.86 per ticket, but
the customer ended up paying $888.86 per ticket due to delay in issuing her
ticket, related to name truncation. On March 26, 2020, Expedia issued a
refund for the price increase in the total amount of $494.00, back to the
customer’s original form of payment. The time it takes to receive the refund
depends on Ms.’s 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
• Mar 26, 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.
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 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 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
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
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
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
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
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 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 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
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 booked my flights to Expedia from ***o *** on March 20th now federal issued for all travellers to avoid all non essential trips . Also my flight is air canada which is on the website they’re saying issuing full refund also my final destination air *** has been shut down as well. I called Expedia to cancel my trip they said I can’t cancel my trip only will give me credit which is I have to use it on future travel but air canada on the website saying they will give full refund. I want my refund back to my credit card. Thanks
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I tried to contact the week leading up to my flight to cancel a booking I had from LAX --> Tokyo; however, the customer service phone number led to an automated message regarding system outages. When I was able to get pass this, I was on hold for 1.5 hours, 2 hours, 1 hour, 45 minutes before being hung up on. Additionally, I tried contacting Expedia through their online chat portal, but was faced with "All our agents are busy at the moment, Please check back with us in a little while..." I also filed their online form on March 16th for a refund from Expedia for the flight. However, I was never able to contact a customer service agent. Finally, after 4.5 hours on hold for their chat option, I was able to chat with an agent. They informed me that per their policy, flights had to be cancelled 6 hours ahead of the departure time. I explained to them that I had tried numerous times, but was unable to since their infrastructure is not built to support this many calls. They refused to issue credit even though this is a result of their lack of customer service channels. I even called *** Airlines to see if they could assist me, but I was redirected back to Expedia even though my time was limited.
Expedia also took away the option for self service on their portal (an option that was available to me previously) so I was no longer able to cancel myself. I believe that this tactic forced consumers down the narrow pipes of having to either 1. chat or 2. phone. Both of which were experiencing outages.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: my trip was scheduled to depart on March 17th and I did not board the flight. As a result, the options contained in the body of the response from Expedia are not relevant to my booking.
Sincerely
April 7, 2020Revdex.com E.com - Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. Shan
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on August 10, 2019, Mrs., or authorized user of the account, self-booked a flight reservation on Expedia.com, under itinerary *** Travel was with *** Airlines, departing on March 17, 2020, returning on March
30, 2020, from Los Angeles, CA, United States to Tokyo, Japan. We understand Shan
*** is requesting a refund and/or credit for the unused flight reservation. Please extend our apologies to Mrs.
*** in regards to her experience with Expedia. We regret any
inconvenience that have occurred and would like to assure that her reservation
is important to us. With Coronavirus (COVID-19) continuing to impact travel around
the world, we are currently experiencing an unprecedented
volume of requests that are preventing us from responding within our
normal standards.Upon reviewing Mrs.’s booking, we
can confirm that an issued flight credit is the
only option that the airline is providing at this time. As such, Mrs.
***’s itinerary is eligible for a waiver of all change and cancel fees.*** Airlines has issued Mrs. credit equal to the value of her original flight booking to
use towards future flight. To learn more about the credit, kindly
advise Mrs. review *** Airlines’
policy at https://www.singaporeair.com/en_UK/sg/travel-info/precautionary-measures/.When Mrs. is ready to use her travel credit, we
request that she contact our service desk and reference the Expedia itinerary
number.Again, we thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.Sincerely,Erika *** Corporate Correspondence Team
We are trying to reschedule our vacation due to Covid 19. We are supposed to leave this Saturday and we’ve been trying to reach customer service for the past 3 days. You are on hold for an hour and the the call hangs up. You also can’t reach anyone through the website.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
How has there not been a class action lawsuit? This company is a complete scam. After being forced to cancel my trip due to travel restrictions and the recommendation of the CDC, I confirmed with the hotel directly they are issuing all refunds but needed to cancel via Expedia since they booked it. Expedia will not refund my money even though the hotel is not being paid. Cannot reach anyone and have tried multiple times every day for the past 5 days. This company needs to be crippled with a serious lawsuit.
Beware of Expedia's hotel ratings. I booked a room at a hotel with 3.5/5 stars. Subsequently, I learned that the hotel is roach-infested and has generally unhealthy conditions. A claim for reimbursement has been initially denied, but I will continue to pursue this matter.
I have had a similar experience as other reviewers concerning cancelling a planned trip. On line help is not available and requires telephone communication. I have spent hours on hold or waiting for a call-back, often being told by the representative that he cannot help me and I must contact someone else. Last time I use Expedia.
When I had to cancel my flight on January 30, 2020, I called the number provided on Expedia's website which said it was *toll-freewhen calling locally. The number was *** (Japanese number).
I was calling from a Japanese number, from Japan, meaning I was calling locally. This is shown on my phone bill as well.
However, when I received my phone bill, it showed that the total of 4hours 2minutes 42seconds that I was on the line (mostly waiting) to talk to someone from Expedia has cost me ¥9,708 before tax (¥10,678 after 10% tax). My phone charges me ¥20/30sec.
I have asked Expedia to fully refund me for this fraudulent phone bill, and to immediately remove their misleading, incorrect information.
They replied after 3 days to my initial complaint, but what they offered was a "courtesy coupon" (slightly less than the full amount I asked for) that can only be used within Expedia, assuming I was calling internationally and was charged for roaming thus it was my fault (my phone bill proves that it was a domestic call).
I replied to them clarifying that it was a domestic call, and I need a full refund, not a "courtesy coupon" that puts the blame on me for their wrongful practice. I gave them every proof they need to verify my claim, such as the screenshot of the Expedia page claiming the number is toll-free, my phone bill, the length of the calls shown on the bill, etc.
Since I did not hear back from them for 1 week, I have tried to reach them on every possible platform (Twitter, Facebook, LINE, chat, you name it), but they have been ignoring me, and it has now been nearly 3 weeks without a response.
Dear Revdex.com,
Thank you for taking the time to
contact Expedia.co.jp regarding an issue from our customer. We appreciate the
Revdex.com allowing us to address the comments and concerns that
have been brought to our attention. Expedia.co.jp is disheartened that the customer felt their concerns
were not resolved adequately by our company prior to seeking further actions
from you.Expedia.co.jp is responding to the consumer complaint from Mr ***
*** (Revdex.com case number ***) regarding extra charges while contacting our
toll free number.
I regret to hear that her experience
for this booking was disappointing this time. We have investigated this case and upon review, I found that
the number mentioned by the customer is a toll-free number, if called from a local
number. We apologise that the customer was charged for the call and we have processed
a refund of JPY 10,678 to
the original form of payment. The refund will be credited within 30 days. We do hope that in light of Mr *** most recent
experience, he will decide to continue to use Expedia.co.jp for his future travel needs.
Regards,Prabind ***Priority Customer Escalations AgentExpedia.co.jp
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution, the refund, is satisfactory to me.
However, I would like to clarify to Mr. Prabind *** that the number was not toll-free for me when I was calling locally. My phone company charged me for a domestic call, as evidenced in my phone bill that I have provided Expedia with as proof. If they consider the number to be toll-free, I need an explanation from them on what makes it so.
If they cannot give a justifiable reason for their argument that the number is toll-free (i.e. why was I charged for a domestic call?), I urge Expedia to take the information down, so that others do not have to go through the same thing as me.
Sincerely,
Ms.
I booked a bundled vacation trip (3.17-3.25.20) to Aruba, which included two one-way airline tickets and a hotel as well as the travel waiver (insurance). I've been trying to cancel the trip for 4 days using both the online chat feature and telephone contact. I've not been able to get through. I can not get any information as to if my insurance will cover the trip.
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
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 find the response to my complaint unsatisfying. I have not received any coorispondance from Experdia that indicates the insurance I purchased through their website will cover my trip. The insurance indicates I may cancel for any reason. This should be an automatic trigger to send me a message that I will receive a refund. I'm aware they are trying to process their claims however I too have spent many hours attempting to cancel my trip using their phone and online services, including filing with their latest online form. I would have at least expected some recognition that my attempts have been acknowledged. I am willing to be patient in receiving my refund, however I am seeking some reassurance that I will in fact eventually receive it. I feel I've tried everything available to me. I was not willing to cancel with the airlines and hotels due to the online information indicating that I would not receive a refund. I remain insulted and frustrated. I am shocked a business is permitted to treat it's customers this way even under the current circumstances.
Sincerely
Complaint: ***
I am rejecting this response because: I find the response to my complaint unsatisfying. I have not received any coorispondance from Experdia that indicates the insurance I purchased through their website will cover my trip. The insurance indicates I may cancel for any reason. This should be an automatic trigger to send me a message that I will receive a refund. I'm aware they are trying to process their claims however I too have spent many hours attempting to cancel my trip using their phone and online services, including filing with their latest online form. I would have at least expected some recognition that my attempts have been acknowledged. I am willing to be patient in receiving my refund, however I am seeking some reassurance that I will in fact eventually receive it. I feel I've tried everything available to me. I was not willing to cancel with the airlines and hotels due to the online information indicating that I would not receive a refund. I remain insulted and frustrated. I am shocked a business is permitted to treat it's customers this way even under the current circumstances.
Sincerely
April 7, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
Department RE: Expedia
Case # ***Dear Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) regarding her flight
reservation.
Our
records indicate that on November 12, 2019, Ms., or an authorized
user of the Expedia account, self-booked a combined one way fare flight and
hotel reservation for two travelers, under itinerary ***. The outbound flight was aboard ***
Airlines, departing on March 18, 2020, from Pittsburgh, PA, USA, to Oranjestad,
Aruba. The return flight was aboard *** Airlines, departing on March 24,
2020, from Oranjestad, Aruba, to Pittsburgh, PA, USA. The hotel stay was at the ***, Aruba, for the same
dates. This included the Travel Protection Vacation waiver. We understand Ms. would like to utilize
her vacation waiver and receive a refund for her reservation.
Upon
receipt of this complaint, On April 7, 2020, I contacted *** Airlines, who
advised that since a schedule change occurred, they will process a full refund to
Ms.’s original form of payment and provided reference numbers ***
and *** Airlines said the refund will take 7-10 business days for
Ms. to see it in her account.
***
Airlines recently updated their policy to include the dates Ms. was
traveling. On April 7, 2020, I initiated the refund process through ***
Airlines. The time it takes for Ms.’s refund to completely process
depends on *** Airlines and Ms.’s financial institution.
Expedia’s’ Terms of Use was agreed to by Ms.
*** at the time of booking, which expressly states:
The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On April 7, 2020, Expedia processed a refund in
the amount of $1,468.50, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you,Michelle ***Corporate Correspondence Team
April 7, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
Department RE: Expedia
Case # ***Dear Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) regarding her flight
reservation.
Our
records indicate that on November 12, 2019, Ms., or an authorized
user of the Expedia account, self-booked a combined one way fare flight and
hotel reservation for two travelers, under itinerary ***. The outbound flight was aboard ***
Airlines, departing on March 18, 2020, from Pittsburgh, PA, USA, to Oranjestad,
Aruba. The return flight was aboard *** Airlines, departing on March 24,
2020, from Oranjestad, Aruba, to Pittsburgh, PA, USA. The hotel stay was at the ***
Resort Aruba – Beach Resort and Casino, located in Noord, Aruba, for the same
dates. This included the Travel Protection Vacation waiver. We understand Ms. would like to utilize
her vacation waiver and receive a refund for her reservation.
Upon
receipt of this complaint, On April 7, 2020, I contacted *** Airlines, who
advised that since a schedule change occurred, they will process a full refund to
Ms.’s original form of payment and provided reference numbers ***
and ***. *** Airlines said the refund will take 7-10 business days for
Ms. to see it in her account.
***
Airlines recently updated their policy to include the dates Ms. was
traveling. On April 7, 2020, I initiated the refund process through ***
Airlines. The time it takes for Ms.’s refund to completely process
depends on *** Airlines and Ms.’s financial institution.
Expedia’s’ Terms of Use was agreed to by Ms.
*** at the time of booking, which expressly states:
The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional
expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On April 7, 2020, Expedia processed a refund in
the amount of $1,468.50, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you,Michelle RCorporate 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On Wednesday March 11, 2020 I purchased 2 plane tickets to travel to Guayaquil, Ecuador for an emergency, due to my dad being very delicate at the hospital for 2 weeks and with his health getting more complicated. I purchased the ticket for a price of $642 per ticket. On Thursday I receive a phone call from Expedia mentioning that they will issue a refund in about 72h because they couldn't generate my ticket because my last name is too long. I mentioned I couldn't do it since I needed to travel thr next day ASAP and couldn't have that amount on my credit card. I have purchased tickets before from Expedia and from *** and never had this issue. The representative said it was my fault because they had reached out to me twice via email which I mentioned was not true since I had received a confirmation and a coronavirus precaution email, nothing else. I decided to buy through Expedia in order to be able to purchase travel insurance to avoid this kind of issues which the CS representative said was "health insurance". I feel like Expedia should have taken the responsibility for an issue that was not mine, obviously I need to register my name as is on my passport. I have had to pay an extra $500 which was not on my plans since I am already helping financially on my dad's health situation in Ecuador.
March 26, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her flight
reservation.Our records indicate that on March 11,
2020, Ms., or an authorized user of her Expedia account self-booked a
flight reservation for two travelers using Expedia’s website, under itinerary
***. The original cost of the reservation was $641.86 per ticket, but
the customer ended up paying $888.86 per ticket due to delay in issuing her
ticket, related to name truncation. On March 26, 2020, Expedia issued a
refund for the price increase in the total amount of $494.00, back to the
customer’s original form of payment. The time it takes to receive the refund
depends on Ms.’s 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.
Thank you for being a mediator to us customers.
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
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 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 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
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