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 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.
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.
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.
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.
I booked a bundle package to London and Paris on December 10, 2019. we were scheduled to leave on March 14 first traveling to London. We spent 3 days trying to contact Expedia to cancel our trip because of the CoronaVirus global pandemic. When we did get through to an Expedia Customer Service Agent after at least an hour on hold each time we were told to call back in 4 hours because the system was down. *** was willing to assist but could not without someone from Expedia contacting them. In an last ditch effort to show good faith we went to the airport on March 14 (noon - 3pm) and waited for 3 hours to inform the *** customer service agent we wanted to cancel but were unable to AND we did not want to be a “no show” in their system. They made a note of this but there was nothing else for them to do. The hotel portion of our trip was for ***. *** in London was also unable to assist us. They informed us if we did not want to risk being a “no show” Expedia would have to reach out to them. I was able to cancel the hotel through Expedia website (forfeiting possibly $880) without a refund or credit. I also used the online cancellation form finally offered by Expedia for the entire trip on March 12 but no response to date. Our trip cost $4376 with $1734 in taxes and fees for round trip tickets for two and hotel for 2 nights.
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 26, 2020
Complaint: ***
I am rejecting this response because: I have not received written confirmation of a flight refund or credit for the round trip flights on ***. *** informed me I would have to work with Expedia. I have provided Expedia with email proof of our attempt to cancel our flight due to travel restrictions. This has not been resolved.
Sincerely
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a package reservation.
Our records indicate/reflect a round-trip fare with ***
*** departing Houston (***) to London (***) on March 14,2020 and returning
March 21,2020. A two night stay at ***. We
understand *** is requesting a refund or credit for her unused itinerary.
In regards
to the *** policy for credit, the airlines has advised Expedia they
will be allowing flight credit that will be valid until December 10,2020. The
new flights will not incur any change fees, but any fare difference will be
collected at the time of change.
On March
17,2020 *** or someone with access to the account called Expedia and spoke
with a representative who advised there will be in house credit offered by
Expedia in the amount of $880.84 which will be valid until December 10,2020. On
March 21,2020 *** was contacted for a refund request that was denied by
*** from the reservations department.
At this
time, Expedia will honor the in-house credit in the amount of $880.84. The flight
credit will remain valid with *** and will need to be used by
calling Expedia before December 10,2020.
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.
Due to the current Corona Virus, I have attempted to get in contact with someone about canceling my cruise and getting a refund. Expedia's phone lines have been down every day for the last week. I am not able to resolve this issue online even though their automated message say's to do so online. Telling customers to wait 7 days prior to their travel dates is unacceptable and will cause them to lose all their money!! NO one as attempted to reach out to me even though I have sent emails.
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 reserved hotel rooms online with them. Went to cancel and get a refund 3 days ago and can't get a hold of anyone. been put on hold and hung up on.
No one is answering and when they do they say call back in 4 hours. I just want a refund. I bought hotel protection and can't get anyone to process it. I've been on hold for 6 hrs total yesterday, each time hangs up after an hr or so.
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 multiple reservations with Expedia.com, however the company is completely non-responsive: Phone System is completely down and no contact on chat. There is no other way to contact the company.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I booked for a fly on March 22--24. Paid extra for insurance to be able to make any changes or cancellations. I trying to cancel my booking by calling expedia and they keep hanging my call. I can't cancel online because it said am not able to cancel. Even on the chat with customer service, they let me on waiting and never answer my chat back.
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
We had booked four *** airline tickets from Seattle-Milan through Expedia.com departing March 28,returning April 12. Last week I received a notification via email from Expedia that *** has made a schedule change and our is flight is no longer available. Italy is on lock down right now due to Corona virus and no flights being permitted in and out of the country. I called Expedia's customer service to find out more about the cancellation. I spoke to Tom and had confirmed that the airline has cancelled the flight and that I will be refunded the whole amount of the total airfare for four tickets. He cancelled my flight but did not give me our refund. as of this date, I am still waiting for our money to be credited back to my bank account. I have spent so may hours calling Expedia but has been very unsuccessfuI. It is beyond impossible to get hold of somebody from Expedia over the phone to follow up on this. This is causing me a lot of mental anguish and stress and a lot of time has been wasted calling every single number there is for Expedia. Here is the Itinerary #***. *** Seattle-Milan, travel dates-Mar. 28,2020-April 13, 2020.Total amount $1,937.00
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
I planned my spring brake vacation with my family, one day prior to my arrival NY and NJ state declared state of emergency due to Coronavirus spread. The state closed multiple locations and imposed some travel restrictions. After my arrival I've been trying to reach out Expedia to get a refund since this, in nature is a national health issue and at this point I'm traveling with my mom and small kids. I tried to reach out over the website and over the phone but I'm unable to contact any one. ***, considering the circumstances changed my flight at not cost. I NEED MY MONEY BACK FROM EXPEDIA.
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
On Feb 10, 2020 I paid Expedia $1988.70 thru *** for a trip I was supposed to take March 7, 2020 - March 12, 2020. Due to the Coronavirus I was unable to travel and cancelled my trip. I purchased the travel waiver insurance they offer and so glad that I did!
I have attempted to call Expedia since last Thursday, I have phone records to confirm, and emailed and was able to leave 1 voice mail for a call back ( still waiting for it ! ) I wanted to travel this week to take my daughter to Wyoming because her school got closed , so far for a week due to the virus, and my cousin was going to keep her for me! I could not take her because I could not get thru to Expedia!! I even called *** Airlines directly and they could not issue tickets without making me pay FULL COST for them because Expedia did not provide them what my credit amount was toward tickets. I am demanding a FULL refund of my monies paid, I have already been in contact with my bank and they will force the refund if you do not give it. I am a single working mother , who is now out of work for a week due to my child not having school and $1988.70 is ALOT of $$ to be out, I need to for daycare and food if we get quarantined further! I want a FULL REFUND!!!!
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: My trip was already cancelled, I was unable to rebook when I wanted to travel and was able to do so, I want my REFUND back to my card I used to pay!!!
I tried to do this online and am not able!
Sincerely
Expedia.com Response
• Apr 01, 2020
Dear Revdex.com, Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding a
package reservation. Our records indicate/reflect a round-trip flight with ***
Airlines from San Antonio (***) to Casper (***) departing March 7,2020 and
returning March 12,2020 with a hotel booking at the “***” and compact car with ***
plus the Travel Protection Waiver. We understand *** is requesting a
full refund. On February 28,2020 *** or
someone with access to the account spoke with an Expedia representative to
cancel the hotel and car portion of the itinerary, and was refunded a total of
$999.84. *** Airlines policy for
protection during the Covid-19 pandemic will allow changes with no change fees
when new tickets are re-issued on/before December 31,2020. The re-booked travel
must commence by February 10,2020. Expedia regrets to inform that we
are unable to process a refund for the *** Airlines flights We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us. Sincerely, Michael ***Corporate Correspondence Team
Customer Response
• Apr 08, 2020
Complaint: ***
I am rejecting this response because:
The GOVERNMENT said that Airlines had to refund customers $$, so Expedia and *** need to work together and refund me.
I tried to rebook and could not get back thru! That is NOT MY FAULT
Due to Coronavirus I have tried for days now to contact Expedia via phone and virtual chat to cancel my flight and obtain a voucher for future flight change with the airline itself is offering but can only be issued by the booking site. Well my flight is now in 4 days and I’m no closer to getting anywhere with this. I tried to use their form online but because my flight is in less than 8 days away I can’t use that. What am I suppose to do?! I know phones are swamped for the same issue right now but I want my flight voucher so I can travel later this year! That’s a huge amount of money. I will never ever use Expedia again in the future if I am not able to obtain this voucher.
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 26, 2020
Complaint: ***
I am rejecting this response because:
I am very much aware of the amount of calls this company must be receiving. They say they will take calls first with upcoming trips in the next 72 hours. Well my trip has come and gone and again after numerous attempts of contacting them I have been unable to speak to an actual individual. I tried using online options but the options are not all inclusive for what I need. I need to speak to a human. Now that my trip has come and gone I wonder if I will even receive a voucher for my plane tickets or get a refund for my hotel. This is not acceptable.
Sincerely
Expedia.com Response
• Apr 08, 2020
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Kelly
***
(Revdex.com case number ***). We
regret to hear Miss *** did not accept our response.
We have reviewed the documentation Kelly
provided to further address her concerns.
Expedia has processed the refund on April 6 for the hotel stat at ***
*** in the amount of $1070.11.
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
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 truly appreciate all you have done to address my concerns. I do hope you continue to expand your customer service capabilities as I honestly don’t know how I would have gotten this addressed without using Revdex.com. It was very disheartening to sit on hold numerous times for over an hour just to get hung up on. This pandemic is not going anywhere quickly and many more people will need help altering their travel plans. I just hope the company is better able to handle them than mine initially.
I bought this package for hotel and flight through Expedia itinerary ***. I tried to cancel 2 days prior and I couldn’t get through to no one. I got someone the day before and I told them that because of the Carona virus my job requires me to stay in town and not travel. The said If we go we cannot come back to work until 14days and I cannot afford to do that. They only want to give me credit towards other flight not my refund knowing Other airlines have given full refund because of the extremities of the virus in the states and in the country where I should.l visit. Each time I called they transfer me to different person who ended up transfer to even hotel that has no clue what am talking about and said Expedia does this all the time. I called Over and over again and I tried different and it just keep saying technical difficulties and each time I get someone they said they understand and that the extra insurance that I purchased is only to help for cancellation fee. I even told them because of the virus the website said the waive the fee so how comes my insurance only covers it. I really want my told refund back on my credit card rather then in credit for a flight. *** is the airline they used and that’s the only thing they can do. They even told me I wouldn’t be able to get Back my refund for my hotel either. Please help
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:
Sincerely,
***
I know it’s a stressful time and I know trying to get to a representative is really hard because I tried for weeks. However I want to hear you will get back your refund and it might take a while but not knowing if I will be refunded hurts know I need the money during this time. I spoke to a representative who told me I won’t be refunded but I just need to know if will be refunded and how long will it takes. That’s it. Thank you and have a great day
Expedia.com Response
• Apr 01, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** A *** (Revdex.com case number ***) regarding a
package reservation. Our records indicate/reflect a round-trip flight with ***
from Orlando (*** to Montego Bay (***) departing March 15,2020 and returning
March 18,2020 with a hotel reservation at *** - Adults Only - All
Inclusive and Package Protection Plan. We understand *** is
requesting a refund. *** is allowing changes to
flights without change fees when new travel dates are completed by October
24,2020. Any difference in fare will be collected at the time of change.The ***’s policy are as follows: Cancellations or changes made
after 1:00 PM local hotel time, Friday, March 13, 2020 are subject to a hotel
fee equal to 2 night(s) plus taxes and fees. If you fail to check-in for this
reservation, or if you cancel or change this reservation after check-in, you
may incur penalty charges at the discretion of the hotel of up to 100% of the
booking value. We regret to inform that Expedia
cannot process a refund for the flights given ***’s protection offering. However,
a refund will be processed for the hotel in the amount of $822.81 and the Package
Protection Plan for $174.00. Refund timing will be 3-7 business days or two billing
cycles dependent on the financial institution.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Customer Response
• Apr 02, 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, who do I contact with regards to flight cannot be cancelled when I need to travel. Do I contact *** or Expedia? Please let me know and how much money will I have towards a ticket
Sincerely
I already filed a complaint but I am not sure if it was the right company (Expedia.com). The previous ID number is ID.
I need to cancel my flight (our flights) because of the coronavirus.
Expedia.com Response
• Mar 23, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 24, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I will try agian to cancel the trip and ask for my refund.
Due to the travel restrictions caused by the Corona virus issues, I must cancel round-trip tickets for one of 2 travelers. One traveler was supposed to travel from Korea to Japan for this trip but Japan government now restricts all incoming travelers from Korea. I need to cancel the round-trip tickets for one traveler only because I live in Japan and still plan to go by myself without the other traveler. Expedia refused to cancel and refund the round-trip tickets for the one traveler.
Expedia.com Response
• Apr 08, 2020
April 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the 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 flight reservation. We understand Mr. is
requesting to cancel with a refund for his flight.
Our records indicate that on January 27, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a pay later hotel reservation using
Expedia’s website, under itinerary *** for a total of four travelers. Travel with stay at the *** – ***.
Upon reviewing this matter, we verified the airlines cancelled Mr.’s reservation due to the Coronavirus outbreak. Mr.’s flights are non-refundable, All
*** Airways have allowed a one-time exchange until June 20, 2020. No change is allowed for origin/destination.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the
Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of
any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Apr 09, 2020
Complaint: ***
I am rejecting this response because:
the Expedia's response refers to the trip to *** in Paris, France, which is absolutely not related to my trip in Japan. This proves that the Expedia did not even review the attached file in the original complaint filed with Revdex.com. Again, I urge the Expedia to carefully review the originally attached file and respond correctly to my original complaint. Further, *** instructed me to contact the Expedia because the flight ticket was booked through Expedia, and I have no way of communicating with *** in this matter. Your prompt resolution is respectfully requested.
Name: ***
Itinerary Number: ***
Message: ***
Ticket number: ***
See attached file.
My mother *** living in South Korea cannot come to Japan due to the travel restrictionscaused by the Corona virus issue. We were supposed to go to Oita together, but now since shecannot go with me, I need to cancel the round-trip ticket for my mother only. I live in Japan andstill plan to go by myself without her. Can I get refund for my mother''s ticket? Please let meknow. Thank you.-----------------------------------------------------------------
Sincerely
Expedia.com Response
• Apr 15, 2020
April 15, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear Mr.' did not accept our
response and/or resolution offered.
We apologize for the typo in your letter, this is not a hotel reservation. We verified with the airlines cancelled Mr.’s reservation due to the Coronavirus
outbreak. *** flights are non-refundable, *** Airways have allowed a one-time exchange until June 20, 2020. No change is allowed for
origin/destination. We cannot provide a refund for the ticket, please review our terms and conditions below:
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own or operate any airlines. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
Customer Response
• Apr 21, 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, please let me know how to arrange the one time ticket exchange. Do I contact *** directly or can I exchange via Expedia? Please advise.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
This company is terrible. You cannot reach customer support via phone or chat. They hang up on you after waiting on hold forever. I will never use this company again. They're making millions off of the travel restrictions. They need a class action brought against them for ripping everyone off.
Tried to Chat with Expedia to no avail. Tried to call their phone number, which gives a message that they are experiencing technical difficulties. I need to cancel a reservation; this cannot be done as there is not a way to do this online because the travel already is in progress. The flights were scheduled to takeoff prior to the workday.
I will not use Expedia ever again. No one is even answering the corporate number list to the right of this dialogue box.
This company should be ashamed of the lack of customer service they are providing to those who have been impacted by the Corona Virus.
I have to cancel a hotel reservation. I was due to have surgery and needed to stay near the facility for 2 nights. The surgery was cancelled due to covid-19. It is impossible to reach expedia to cancel this. This is unconscionable, especially during this national emergency. Don't ever use them.
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 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
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.
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.
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.
I booked a bundle package to London and Paris on December 10, 2019. we were scheduled to leave on March 14 first traveling to London. We spent 3 days trying to contact Expedia to cancel our trip because of the CoronaVirus global pandemic. When we did get through to an Expedia Customer Service Agent after at least an hour on hold each time we were told to call back in 4 hours because the system was down. *** was willing to assist but could not without someone from Expedia contacting them. In an last ditch effort to show good faith we went to the airport on March 14 (noon - 3pm) and waited for 3 hours to inform the *** customer service agent we wanted to cancel but were unable to AND we did not want to be a “no show” in their system. They made a note of this but there was nothing else for them to do. The hotel portion of our trip was for ***. *** in London was also unable to assist us. They informed us if we did not want to risk being a “no show” Expedia would have to reach out to them. I was able to cancel the hotel through Expedia website (forfeiting possibly $880) without a refund or credit. I also used the online cancellation form finally offered by Expedia for the entire trip on March 12 but no response to date. Our trip cost $4376 with $1734 in taxes and fees for round trip tickets for two and hotel for 2 nights.
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 have not received written confirmation of a flight refund or credit for the round trip flights on ***. *** informed me I would have to work with Expedia. I have provided Expedia with email proof of our attempt to cancel our flight due to travel restrictions. This has not been resolved.
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a package reservation.
Our records indicate/reflect a round-trip fare with ***
*** departing Houston (***) to London (***) on March 14,2020 and returning
March 21,2020. A two night stay at ***. We
understand *** is requesting a refund or credit for her unused itinerary.
In regards
to the *** policy for credit, the airlines has advised Expedia they
will be allowing flight credit that will be valid until December 10,2020. The
new flights will not incur any change fees, but any fare difference will be
collected at the time of change.
On March
17,2020 *** or someone with access to the account called Expedia and spoke
with a representative who advised there will be in house credit offered by
Expedia in the amount of $880.84 which will be valid until December 10,2020. On
March 21,2020 *** was contacted for a refund request that was denied by
*** from the reservations department.
At this
time, Expedia will honor the in-house credit in the amount of $880.84. The flight
credit will remain valid with *** and will need to be used by
calling Expedia before December 10,2020.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Michael Z
Corporate Correspondence Team
Due to the current Corona Virus, I have attempted to get in contact with someone about canceling my cruise and getting a refund. Expedia's phone lines have been down every day for the last week. I am not able to resolve this issue online even though their automated message say's to do so online. Telling customers to wait 7 days prior to their travel dates is unacceptable and will cause them to lose all their money!! NO one as attempted to reach out to me even though I have sent emails.
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 reserved hotel rooms online with them. Went to cancel and get a refund 3 days ago and can't get a hold of anyone. been put on hold and hung up on.
No one is answering and when they do they say call back in 4 hours. I just want a refund. I bought hotel protection and can't get anyone to process it. I've been on hold for 6 hrs total yesterday, each time hangs up after an hr or so.
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 multiple reservations with Expedia.com, however the company is completely non-responsive: Phone System is completely down and no contact on chat. There is no other way to contact the company.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I booked for a fly on March 22--24. Paid extra for insurance to be able to make any changes or cancellations. I trying to cancel my booking by calling expedia and they keep hanging my call. I can't cancel online because it said am not able to cancel. Even on the chat with customer service, they let me on waiting and never answer my chat 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
We had booked four *** airline tickets from Seattle-Milan through Expedia.com departing March 28,returning April 12. Last week I received a notification via email from Expedia that *** has made a schedule change and our is flight is no longer available. Italy is on lock down right now due to Corona virus and no flights being permitted in and out of the country. I called Expedia's customer service to find out more about the cancellation. I spoke to Tom and had confirmed that the airline has cancelled the flight and that I will be refunded the whole amount of the total airfare for four tickets. He cancelled my flight but did not give me our refund. as of this date, I am still waiting for our money to be credited back to my bank account. I have spent so may hours calling Expedia but has been very unsuccessfuI. It is beyond impossible to get hold of somebody from Expedia over the phone to follow up on this. This is causing me a lot of mental anguish and stress and a lot of time has been wasted calling every single number there is for Expedia. Here is the Itinerary #***. *** Seattle-Milan, travel dates-Mar. 28,2020-April 13, 2020.Total amount $1,937.00
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 planned my spring brake vacation with my family, one day prior to my arrival NY and NJ state declared state of emergency due to Coronavirus spread. The state closed multiple locations and imposed some travel restrictions. After my arrival I've been trying to reach out Expedia to get a refund since this, in nature is a national health issue and at this point I'm traveling with my mom and small kids. I tried to reach out over the website and over the phone but I'm unable to contact any one. ***, considering the circumstances changed my flight at not cost. I NEED MY MONEY BACK FROM 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
On Feb 10, 2020 I paid Expedia $1988.70 thru *** for a trip I was supposed to take March 7, 2020 - March 12, 2020. Due to the Coronavirus I was unable to travel and cancelled my trip. I purchased the travel waiver insurance they offer and so glad that I did!
I have attempted to call Expedia since last Thursday, I have phone records to confirm, and emailed and was able to leave 1 voice mail for a call back ( still waiting for it ! ) I wanted to travel this week to take my daughter to Wyoming because her school got closed , so far for a week due to the virus, and my cousin was going to keep her for me! I could not take her because I could not get thru to Expedia!! I even called *** Airlines directly and they could not issue tickets without making me pay FULL COST for them because Expedia did not provide them what my credit amount was toward tickets. I am demanding a FULL refund of my monies paid, I have already been in contact with my bank and they will force the refund if you do not give it. I am a single working mother , who is now out of work for a week due to my child not having school and $1988.70 is ALOT of $$ to be out, I need to for daycare and food if we get quarantined further! I want a FULL REFUND!!!!
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Complaint: ***
I am rejecting this response because: My trip was already cancelled, I was unable to rebook when I wanted to travel and was able to do so, I want my REFUND back to my card I used to pay!!!
I tried to do this online and am not able!
Sincerely
Dear Revdex.com, Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding a
package reservation. Our records indicate/reflect a round-trip flight with ***
Airlines from San Antonio (***) to Casper (***) departing March 7,2020 and
returning March 12,2020 with a hotel booking at the “***” and compact car with ***
plus the Travel Protection Waiver. We understand *** is requesting a
full refund. On February 28,2020 *** or
someone with access to the account spoke with an Expedia representative to
cancel the hotel and car portion of the itinerary, and was refunded a total of
$999.84. *** Airlines policy for
protection during the Covid-19 pandemic will allow changes with no change fees
when new tickets are re-issued on/before December 31,2020. The re-booked travel
must commence by February 10,2020. Expedia regrets to inform that we
are unable to process a refund for the *** Airlines flights We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us. Sincerely, Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The GOVERNMENT said that Airlines had to refund customers $$, so Expedia and *** need to work together and refund me.
I tried to rebook and could not get back thru! That is NOT MY FAULT
Sincerely
Due to Coronavirus I have tried for days now to contact Expedia via phone and virtual chat to cancel my flight and obtain a voucher for future flight change with the airline itself is offering but can only be issued by the booking site. Well my flight is now in 4 days and I’m no closer to getting anywhere with this. I tried to use their form online but because my flight is in less than 8 days away I can’t use that. What am I suppose to do?! I know phones are swamped for the same issue right now but I want my flight voucher so I can travel later this year! That’s a huge amount of money. I will never ever use Expedia again in the future if I am not able to obtain this voucher.
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 am very much aware of the amount of calls this company must be receiving. They say they will take calls first with upcoming trips in the next 72 hours. Well my trip has come and gone and again after numerous attempts of contacting them I have been unable to speak to an actual individual. I tried using online options but the options are not all inclusive for what I need. I need to speak to a human. Now that my trip has come and gone I wonder if I will even receive a voucher for my plane tickets or get a refund for my hotel. This is not acceptable.
Sincerely
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Kelly
***
(Revdex.com case number ***). We
regret to hear Miss *** did not accept our response.
We have reviewed the documentation Kelly
provided to further address her concerns.
Expedia has processed the refund on April 6 for the hotel stat at ***
*** in the amount of $1070.11.
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
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 truly appreciate all you have done to address my concerns. I do hope you continue to expand your customer service capabilities as I honestly don’t know how I would have gotten this addressed without using Revdex.com. It was very disheartening to sit on hold numerous times for over an hour just to get hung up on. This pandemic is not going anywhere quickly and many more people will need help altering their travel plans. I just hope the company is better able to handle them than mine initially.
Again, thank you for resolving this.
Sincerely
I bought this package for hotel and flight through Expedia itinerary ***. I tried to cancel 2 days prior and I couldn’t get through to no one. I got someone the day before and I told them that because of the Carona virus my job requires me to stay in town and not travel. The said If we go we cannot come back to work until 14days and I cannot afford to do that. They only want to give me credit towards other flight not my refund knowing Other airlines have given full refund because of the extremities of the virus in the states and in the country where I should.l visit. Each time I called they transfer me to different person who ended up transfer to even hotel that has no clue what am talking about and said Expedia does this all the time. I called Over and over again and I tried different and it just keep saying technical difficulties and each time I get someone they said they understand and that the extra insurance that I purchased is only to help for cancellation fee. I even told them because of the virus the website said the waive the fee so how comes my insurance only covers it. I really want my told refund back on my credit card rather then in credit for a flight. *** is the airline they used and that’s the only thing they can do. They even told me I wouldn’t be able to get Back my refund for my hotel either. Please 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
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I know it’s a stressful time and I know trying to get to a representative is really hard because I tried for weeks. However I want to hear you will get back your refund and it might take a while but not knowing if I will be refunded hurts know I need the money during this time. I spoke to a representative who told me I won’t be refunded but I just need to know if will be refunded and how long will it takes. That’s it. Thank you and have a great day
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 *** A *** (Revdex.com case number ***) regarding a
package reservation. Our records indicate/reflect a round-trip flight with ***
from Orlando (*** to Montego Bay (***) departing March 15,2020 and returning
March 18,2020 with a hotel reservation at *** - Adults Only - All
Inclusive and Package Protection Plan. We understand *** is
requesting a refund. *** is allowing changes to
flights without change fees when new travel dates are completed by October
24,2020. Any difference in fare will be collected at the time of change.The ***’s policy are as follows: Cancellations or changes made
after 1:00 PM local hotel time, Friday, March 13, 2020 are subject to a hotel
fee equal to 2 night(s) plus taxes and fees. If you fail to check-in for this
reservation, or if you cancel or change this reservation after check-in, you
may incur penalty charges at the discretion of the hotel of up to 100% of the
booking value. We regret to inform that Expedia
cannot process a refund for the flights given ***’s protection offering. However,
a refund will be processed for the hotel in the amount of $822.81 and the Package
Protection Plan for $174.00. Refund timing will be 3-7 business days or two billing
cycles dependent on the financial institution.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. However, who do I contact with regards to flight cannot be cancelled when I need to travel. Do I contact *** or Expedia? Please let me know and how much money will I have towards a ticket
Sincerely
I already filed a complaint but I am not sure if it was the right company (Expedia.com). The previous ID number is ID.
I need to cancel my flight (our flights) because of the coronavirus.
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. I will try agian to cancel the trip and ask for my refund.
Sincerely
Due to the travel restrictions caused by the Corona virus issues, I must cancel round-trip tickets for one of 2 travelers. One traveler was supposed to travel from Korea to Japan for this trip but Japan government now restricts all incoming travelers from Korea. I need to cancel the round-trip tickets for one traveler only because I live in Japan and still plan to go by myself without the other traveler. Expedia refused to cancel and refund the round-trip tickets for the one traveler.
April 8, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the 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 flight reservation. We understand Mr. is
requesting to cancel with a refund for his flight.
Our records indicate that on January 27, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a pay later hotel reservation using
Expedia’s website, under itinerary *** for a total of four travelers. Travel with stay at the *** – ***.
Upon reviewing this matter, we verified the airlines cancelled Mr.’s reservation due to the Coronavirus outbreak. Mr.’s flights are non-refundable, All
*** Airways have allowed a one-time exchange until June 20, 2020. No change is allowed for origin/destination.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the
Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of
any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
the Expedia's response refers to the trip to *** in Paris, France, which is absolutely not related to my trip in Japan. This proves that the Expedia did not even review the attached file in the original complaint filed with Revdex.com. Again, I urge the Expedia to carefully review the originally attached file and respond correctly to my original complaint. Further, *** instructed me to contact the Expedia because the flight ticket was booked through Expedia, and I have no way of communicating with *** in this matter. Your prompt resolution is respectfully requested.
Name: ***
Itinerary Number: ***
Message: ***
Ticket number: ***
See attached file.
My mother *** living in South Korea cannot come to Japan due to the travel restrictionscaused by the Corona virus issue. We were supposed to go to Oita together, but now since shecannot go with me, I need to cancel the round-trip ticket for my mother only. I live in Japan andstill plan to go by myself without her. Can I get refund for my mother''s ticket? Please let meknow. Thank you.-----------------------------------------------------------------
Sincerely
April 15, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear Mr.' did not accept our
response and/or resolution offered.
We apologize for the typo in your letter, this is not a hotel reservation. We verified with the airlines cancelled Mr.’s reservation due to the Coronavirus
outbreak. *** flights are non-refundable, *** Airways have allowed a one-time exchange until June 20, 2020. No change is allowed for
origin/destination. We cannot provide a refund for the ticket, please review our terms and conditions below:
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own or operate any airlines. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the
time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***
Corporate Correspondence Team
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, please let me know how to arrange the one time ticket exchange. Do I contact *** directly or can I exchange via Expedia? Please advise.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
This company is terrible. You cannot reach customer support via phone or chat. They hang up on you after waiting on hold forever. I will never use this company again. They're making millions off of the travel restrictions. They need a class action brought against them for ripping everyone off.
Tried to Chat with Expedia to no avail. Tried to call their phone number, which gives a message that they are experiencing technical difficulties. I need to cancel a reservation; this cannot be done as there is not a way to do this online because the travel already is in progress. The flights were scheduled to takeoff prior to the workday.
I will not use Expedia ever again. No one is even answering the corporate number list to the right of this dialogue box.
This company should be ashamed of the lack of customer service they are providing to those who have been impacted by the Corona Virus.
I have to cancel a hotel reservation. I was due to have surgery and needed to stay near the facility for 2 nights. The surgery was cancelled due to covid-19. It is impossible to reach expedia to cancel this. This is unconscionable, especially during this national emergency. Don't ever use them.