Expedia will not give me a refund for a one night hotel booking in PA. They are saying that my hotel room that I booked was nonrefundable. However, when I call the actual Marriott hotel, they state that they would refund me but unfortunately I have to go through Expedia. Why would anyone ever use this 3rd party service to book a room? I learned my lesson. I may have lost $376.30, but they have lost a customer forever.
You learn a lot about a company about how they handle themselves in different situations. I guess the state wide emergency and the coronavirus pandemic does not mean anything to this company.
Expedia is the worst... I booked my honeymoon flight and hotel through them and a week later after booking They changed my flight time to 6am which was not at all convenient for us nor the hotel check in time. I called them to cancel the booking and they canceled my flight but I was told they would call me back to cancel the hotel for me. They NEVER called me back. I have tried calling them more than 5 times but every time The wait time is 2 hours and even after I manage to stay on hold that long and finally get in contact with an agent they HANG UP on me in the middle of me explaining my situation. This has happened 5 times.. very very unprofessional to hang up on a customer ON PURPOSE. I am NEVER booking anything with Expedia ever again, because they have made booking my honeymoon a nightmare for me.
I was trying to cancel a hotel reservation due to the corona virus pandemic and not feeling safe going to New York City. It took me three days to get ahold of them, was hung up on several times, kept getting messages the server was down, and by the time I was in contact, it was pass the date of the reservation. They refused to look into a refund because of the timeline but it was impossible to contact them any earlier. It seems very poor to treat customers this way during a global crisis.
can't reach company phone lines for 4 days to cancel flights and hotel and can't get refund
Expedia.com Response
• Apr 01, 2020
April 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a package booking. Our records indicate the customer was able to self-cancel
his trip using Expedia’s online tools, on March 17, 2020. A full refund of the
hotel portion of his booking was issued on the same day, and airline credit for
the value of the tickets was issued per the airline’s terms and current
advisories.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Apr 01, 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.
The impact of the novel coronavirus (COVID-19) on travel continues to change rapidly, so I am reaching out personally to all customers who have travel bookings with Expedia. You can change or cancel many reservations from within your account without any additional fees. I have not received my refund of $1,469.80 after contacting the business informing them that Pennsylvania County’s hardest hit by the virus, with at least 8 positive cases and my family flying from Broward County which is also under a State of emergency.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Hello, To whom it may concern. Due to the coronavirus that has taken place and with traveling with my two children ages of 11 and 8 government advising us not to take travel for pleasure who decided to cancel our family vacation. We have been trying to reach Expedia as of Thursday March 12, having no luck in reaching someone to cancel. We have tried several times there 1-800 number, unable to get through. We were able to finally get through however waiting 35 to 45 minutes and then begin disconnected. Filing this complaint as there level of customer service is not right due to the health scare happening around the world. We booked with Expedia believing that is was a reliable company that if something like this were to happen, they would be able to take care of concerns. We again have been trying to cancel for the past 3 days and not able to get a hold of someone it is extremely disappointing and frustrating. Traveling with my family and children was not a risk that we were willing to take. We booked this trip from Miami and returning to Miami due to the fact that we have a home in Boca Raton Florida. It was less in cost to fly from our home in Florida vs Toronto. Can someone please help as I would like for a refund in this matter due to the health concern around the world.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have contacted Expedia multiple times over the past 36 hours trying to cancel a hotel reservation that I made after a conference. Due to feeling under the weather (and we are in the midst of the COVID-19 warnings) I made arrangements to return home early and did not need the hotel I had booked for tonight. I contacted the property and was told I needed Expedia to contact them and to make them aware of the waived cancellation fees they are doing (I have a screenshot of this from the hotel's website). Yesterday when I talked to someone with Expedia, I was told they contacted someone at the hotel who said they would need to call back between 7-3 because that person could not authorize a cancellation. Then Expedia told me they would put a note on my account for Urgent and they would follow up tomorrow and try to get this cancelled so I could get my refund. When I called the hotel, they told me that there is always a manager on duty that can handle that. I tried again today - called multiple times and using the customer service portal - the system kept being down. I finally get someone on the portal an hour ago, and they said that the hotel's policy was to not refund because of their policy. Again, I refer them to the travel advisory notice on the hotel's website. I also remind them that I purchased a travel protection policy just in case something like this would happen. At that point, my chat was disconnected. I understand that there is a lot going on right now but this is terrible customer service and them trying to take advantage of this terrible situation going on in the world and not honoring what they should be doing.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Due to the coronavirus , activities I had planned to attend were cancelled. I wanted to shorten my hotel stay and change my flight. Was unable to ever get ahold of Expedia. I was on hold for hours each time I called only to be told to call to call back in four hours each time. I had to purchase another flight home. The hotel told me they would refund my money if Expedia would call them. My husband suffers from leukemia and I feared staying there would be detrimental to his health. Very poor customer service. Not only was I out the cost of the trip, but I also had to buy additional plane tickets. I was not even allowed to speak to anyone about the situation.
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
With COVID-19 being a global issue, we are left unable to be able to travel to France- as restrictions have been put in place. Expedia has listed an apartment for rent, and has had no control over this listing. I have attempted, as well as Expedia, to reach the owner of the apartment and we get no response. The owner is refusing to refund even though there is a travel ban from U.S to EU- this is unwell for the safety of myself and our community. *** as well as other booking sites are offering FULL refunds because safety is more important. Expedia has listed something they don't manage, and instead have slapped their name on it, so that consumers like me, who has trusted them in the past will book with no hesitation. This makes me so uneasy that Expedia would run their business like this. I would like a refund for a booking I am not able to proceed with as the president, and government have places special restrictions that avoid this travel to take place.
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 27, 2020
Complaint: ***
I am rejecting this response because:
I have still not been able to get in contact. I have tried their call center, their Facebook, and their Instagram. My travel date is March 30- we are about 3 days away and I have had NO ONE call me, even after I have left numerous messages.
Expedia.com Response
• Apr 06, 2020
April 6, 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 Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mrs.
*** is requesting to cancel her due to the Coronavirus outbreak. Our records indicate that on February 13, 2020, Mrs. ***, 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 show Mrs. cancelled her reservation directly at the property. We verified that this reservation was non-refundable, and
the hotel has denied a refund.
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 Mrs. 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 07, 2020
Complaint: ***
I am rejecting this response because:
Glad to see that through this platform you respond rather quickly, well, definitely faster than it is to reach you via customer service. I am also glad you did your research on my reservation. The reason it was cancelled was because the hotel advised me to cancel it if I was not going to be checking in, as they charge additional fees. Considering I didn't get through with Expedia until after my travel date, this was a good call on my end. I have lost out on over $1,000, you know the amount. This hotel was NOT pay later, they charged me the full amount. I am disputing this charge with my credit and I am sharing my awful experience with everyone, as I am so dissatisfied with your service. I knew this hotel was nonrefundable, and we were going to head on our trip, if it weren't for COVID-19, a global pandemic. So, not I don't agree that the hotel, or Expedia can do nothing about this. You're basically taking my money for no reason. NO ONE is able to even stay there during this time. This is unethical and so poor of Expedia to not add reputable companies to their bookings. It's disgusting.
Bought 2 tickets round trip to Philippines in Jan 9, 2020 for March 18-April 7. Due to the corona outbreak, we decided to not go through the flight because part of the layover involves korea which is high risk and we're seeking for rescheduling without penalties. We have been calling non stop within the 7 days of the flight and have not talked to a real agent to help us. It says that there's a cancellation form online which we attempted to file multiple times but it wasn't going through. We called several times but we're on the line for hours and hungs up only to start over. It is unfair and unjust that we're facing penalties for cancellations on a national emergency!!! If all the customers who are experiencing this issue with expedia, please lets gather together and file a class action lawsuit. This is unacceptable. The flight is in 3 days and I still can't get to anyone.
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 3/7/20 at 5:45PM, I was surprised after waiting for a long period of time in the chat room of Expedia Customer Service, that the person named "***" was not acknowledging I was responding to him and said that since he did not get a response, he will end the chat. I have screen shots of the time that I responded right back at him within seconds so for him to say I did not respond when you can see my message right next to him is impossible unless you don't acknowledge it or you are an automated response hiding in a person's name who actually do not exist or you have auto-pilot responses which was wrong as chat room is supposed to be for a live agent assisting your concerns. If it's A.I. (artificial intelligence) then they should inform the customer but there's no information like this. I have the screen shots with time on it to back up my claim if you want me to forward it to you.I have been with them for 3 hours waiting on the phone and chat room to rebook my flight to Dallas this March 26th because of coronavirus, asking them to waive the fee as *** mentioned it can be done. But apparently, it couldn't be done.*** says they can give the code to the Expedia travel agent to waive the fee but Expedia says it was only applicable if you purchased the ticket in March which is another complaint on its own.If you can honor 2 complaints in 1 message, please take note of this too. Expedia and *** are not sympathetic with their customers who declined to travel because of coronavirus as they are not rebooking it without fees which is wrong. Please address these issues.Foremost, the chat room of Expedia is not manned by real, live people as they do not acknowledge your message and respond as if they didn't see your message and ends the conversation when you're still actively communicating & had not even addressed at all your initial message.It is wrong for customers to get into the chat room only to find out the person is either fake or if real,not willing to 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
Hi,
as per my reservation on Expedia the cost of the car rental should have been 1043.02 USD. When I have added all my expenses I concluded that I payed ~ 1474 USD as follows:
1) 170 USD to Expedia on 4 Nov 2019 as advance payment (this amount was never deducted from the amount due at *** counter)
2) 350 USD at *** counter as an advance on 20 Dec 2019 the day I picked up the car.
3) 954.55 USD to *** on 9 Jan 2020 (i returned the car on 3 Jan)
TOTAL AMOUNT PAID: 1474.55 USD
Expedia#***, Conf Expedia ***
*** RA# PHX-***
I understand there is also local insurance for the car, as per *** that I had to pay ~ 100 usd (i don't expect more than that, collision insurance is 170 USD), but I request to have the difference reimbursed: 1474.55 USD paid in total minus 1043.02 USD total cost as per Expedia minus local mandatory car insurance (aprox 100 usd).
Note that I have reserved for Ford Explorer or similar and I got a Toyota 4 Runner with broken parts in side and lots of scratches. I had to use tape to fix one part because it was open all the time and to be able to make it stay close. I have received inferior broken vehicle, which is a very unpleasant experience that I don't want to pay extra under no circumstances.
I am very unsatisfied and unhappy with the experience. Expedia wrote under "Payment summary" that I should pay at counter 873.02 USD but I paid much much more (no delays to car return, to car itself or any matter that could raise additional charges).
Please have a look and help. Until now I had a similar experience one year before with Expedia and AVIS and all was perfect. I rely need your help to fix this, *** is not answering any my emails, complain forms or phone calls (it is very expensive to call in US) while Expedia I can only reach by calling, can be very expensive as well.
I am frustrated and upset and it cost my 50% more than expected, although I din not breach any of the contract requirements and made all payments in due time.
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 Mr.
*** (Revdex.com case number ***) regarding his car reservation. Our records indicate that on November
2, 2019, Mr., or an authorized user of his account, self-booked a car
reservation using Expedia’s website, under itinerary ***. The
reservation was for a Fullsize SUV with *** Rental Cars in Phoenix, AZ, for a
pick up on December 18, 2019, and a drop off on January 3, 2020. The customer
also purchased a Collision Damage Plan with ***. The price breakdown is
as follows: *** Rental Cars: $873.02, Collision Damage Plan: $170.00. In his
complaint details, Mr. lists the following charges: 1) 170 USD to Expedia on 4 Nov 2019 as
advance payment (this amount was never deducted from the amount due at ***
counter)2) 350 USD at *** counter as an
advance on 20 Dec 2019 the day I picked up the car3) 954.55 USD to *** on 9 Jan 2020 (i
returned the car on 3 Jan)TOTAL AMOUNT PAID: 1474.55 USDWe are not aware of the specific breakdown of charges
collected by the vendor, as a rental agreement was not provided to Expedia.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. *** Rental
Cars was the merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the
time of booking Mr. accepted Expedia’s terms of use, which expressly
state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia 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.Furthermore, the following rules and regulations were
provided to and accepted by the customer at the time of booking:Charges for refueling,
additional drivers, etc. are not included in the total price. Special equipment such as
child seats and GPS, can be purchased upon pick-up (if available).Your rental may have
mandatory, local insurance requirements that result in additional charges at
the time of rental.In respect to the customer’s mention of the Collision
Damage Plan, this plan was purchased with *** and not *** Rental Cars,
and as such would not have been included in the charges collected by the rental
company. Based on the information provided above, Expedia is
unable to honor the customer’s refund request.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
Complaint: ***
I am rejecting this response because:
Expedia is not confirming that the advance paid to Expedia in amount of 170 USD on 4th Nov 2019, which *** Rental was supposed to deduct from my total bill. This is not my concern to follow-up, as Expedia was the one collecting the money on *** Rentals behalf. So I ask Expedia to prove they have made this advance payment to *** Rental.
Secondly, I trusted Expedia they are auditing or checking the way their partners operate, as *** Rental was included on their list of offerings (i would not ask for *** Rental service if it wasn't not mentioned on Expedia site). I expect Expedia to contact *** Rental and help Expedia client (myself) to resolve this issue, for me it looks that they don't actually care, which does not meet my expectation convincing me to share this experience with other friends currently using their service. I have provided the rental agreement (see attached pictures) for their review. Except for local insurance which I accepted in addition to the Collision Damage Plan already booked via Expedia, I did not ordered any additional service (nor additional driver, nor the full gas tank option nor any other), so there is no reason from my point of view for any additional charges, for which Expedia is not assuming any obligation. Expedia has convinced my to book given the car and the price promised, they cannot avoid any complain, if the conditions in the reservation are not changed.
Thirdly, I am asking Revdex.com to assist me in taking this issue further with *** Rental as they are not answering my calls or my written complains which I cannot follow (i did not receive any complain ID) and spent a lot of time on roaming in trying to reach out.
I enforce the fact that I am not aware about the way *** Rentals settle their business with Expedia, given that my reservation through Expedia was not followed. The counter guy told me I only need to pay 350 USD (which include a warranty of 150 USD that will be refunded when returning the car). I have specified I have to pay the remaining amount of 873 USD, he said there is no need for any additional payments except the 350 USD, therefore the reason I accepted a different car and their rental agreement. *** Rental has lied, charging me with much more on 9 Jan when I was already out of the US therefore limiting my option to raise a claim or ask any question. It is an abuse from their side, taking advantage of the fact that they had my Credit Card data. I did never agreed to charge more than they were supposed to via the reservation and I would never agree to receive an inferior car, Toyota 4 Runner in a poor condition as compared to the car I have booked Ford Explorer (Expedia can confirm the car model I have booked). It is *** Rental job to ensure they can honor they bookings and they have available cars, I don't recall to see any message or alert from Expedia that partners may change the car at the day of car pick-up.
Thank you for looking into this, it is a great help for me to have a third party looking to repair any abuse or conflicts that might appear.
Looking for your guidance on the steps I can follow to settle the issue I have, I ask for a fair and right solution.
I booked a flight and bundle package that's scheduled for March 17th - 24th, 2020 that I now have to reschedule due to the world-wide crisis (Corona virus). I'm trying to do the right thing not only for my well-being but for the well-being of others. My attempts to reach Expedia began March 10th, 2020 and until today (March 15th) have not received a response. I've called over 30 TIMES (literally) and have been left on hold between 45 min - 5hrs 2 min for each call. Each call resulted in a mysteriously dropped call. I can't afford to lose my money so out of desperation I called out of work on March 11th and spent the entire day on hold to no avail. I also spent the entire day yesterday and so far today I'm on the same track. I've also tried several times to reschedule online but keep receiving an error message which states they're having technical difficulties and to please call them. 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
Expedia failed to answer my calls for 3 consecutive days for "technical difficulties." I finally got through and was puton hold for over an hour. I cancelled my flights for myself, my wife and my son. Expedia failed to give me Cancellation Conformation Number. I also booked hotel in Manila Philippines but unable to cancel it due to "technical difficulties."
Expedia.com Response
• Mar 26, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked a bundle deal (flight and hotel) through Expedia. The airlines canceled the flight and I was able to get my refund through the airline. When I initially booked, it was non refundable. However, with the airline cancelling the flight and the coronavirus epidemic, I would think Expedia would be more accommodating.
I called the hotel myself and spoke to management. They advised me a refund can be granted (even if I booked non refundable) if Expedia provides them with the appropriate cancellation information and request. The hotel was understanding about the coronavirus pandemic and due a national emergency being declared, they specifically said a refund will be given, but it has to be requested by Expedia.
Obviously I’d go if the airline didn’t cancel and we weren’t in a state of a national health emergency. I’m requesting a refund considering the extenuating circumstances. Flying and travel is a high risk for transmitting the coronavirus. We could go and contaminate people on the resort, or we could come back and transmit the disease to people in the US. It is not safe to travel and it has been clearly stated by medical professionals that this is JUST the beginning and they anticipate this lasting for weeks, even months.
Considering the current state our country, and our world is in, I think it’s fair for Expedia to make an exception and provide a refund. They would want more people getting sick or even dying.
I contacted Expedia and I received a lousy email from a customer service rep, Justin. The email stated;
We coordinated your case with *** - All Inclusive about your cancellation request, however they advised us that their policy will still apply wherein, the room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Therefore your request has been denied.
However, I spoke to the hotel and they advised me differently!
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
To whom it may concern, we booked with Expedia in January of 2020 for a family all-inclusive vacation for March break with my family. We were to leave for Punta Cana today (Sunday March 15th) however due to the coronavirus we decided to cancel our vacation. We have been trying to reach Expedia since Thursday March 12th, 2020. We have tried several times on Thursday, Friday, Saturday and even Sunday morning. However, the 1-800 number is advising that they are having “technical difficulties”. We have been able to connect however waited for 1.5 hour and then was disconnect. All other times again we have not been able to reach someone to cancel our trip within the 48 hours. I am worried that we will not be able to receive a refund. I would have been traveling with my two daughters who are 8 and 3 years old and did not want to risk flying internationally to a country where I would not be allowed to come back into the US. We would be traveling with friends who have a place in Florida which is why we booked out from Miami and returning to Miami. The level of customer service is unacceptable in my opinion. I know that there are probably a ton of passengers due to the Coronavirus who have canceled their vacations however since Thursday to today which is 3 days not able to reach a customer service agent is not right. We have even tried to email and received a bounce back email. I have tried to reach to call first thing in the morning, in the afternoon or late in the event. My husand, and family friends have tried on several different occasions. No answers to their customers while experiencing, I am extremely disappointment and frustrated as we did not show up for our vacation but not even sure what will happen. This was a large amount for my family and I to travel. Therefore I am filing a complaint as I need some help and support. Expedia travel confirmation - Mar 15 - Itin# ***. Can someone please help as I would like a refund to my trip. Thank you
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 “combined
one way” flight reservation from Miami (***) to Punta Cana (***) departing
March 15,2020 and returning March 18. A hotel stay at the “*** All Inclusive”, and a private minivan with “***”. We understand *** is requesting a full refund due to the
current Covid-19 pandemic. The *** Airlines flight was cancelled on March 15,2020.
The airlines policy allows a future flight credit, and the following statement is
from *** Airlines website to describe the protection they are offering: “We will continue to take care of
customers as this situation develops. We recently announced that change fees
will be waived for customers who purchased tickets prior to March 1 for travel
through April 30, 2020. The offer is now available for any of ***’s fares
and customers have until December 31, 2020 to re-book travel for future flights.”***
Airlines flight remains active and usable for future travel credit. *** will
be allowing a change to flights waiving change fees, but new travel must be
completed by December 31,2020. The
shuttle service with *** and Hotel with *** need additional time as
both parties are requesting Expedia to send an email to request any refunds.
Expedia will contact *** via email when we receive a response from
each vendor. Expedia regrets to inform that refunds will not be provided for
the flight portion and request additional time to reach out to *** for
the remaining products on itinerary ***.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 06, 2020
Complaint: ***
I am rejecting this response because I should be receiving a full refund on the *** Airlines flight. How can I leverage a credit with a airline that is limited to it destinations? Credit until the end of this year also does not make any sense to me.
I understand that I have a credit with the *** Airlines but that is due to the fact that I tried to cancel my trip after not hearing from Expedia with any type of support.
How about the hotel and refund there? NO mention of the hotel.
As of today, no one from Expedia has called or reached out to help me understand the status of my claim and situation? I feel extremely frustrated to the level of customer service provided during this horrible time. I feel that for a large organization that someone should have reached out by now and provided comfort that they are working on a full credit for me and my family. I will never be booking with Expedia again.
This is unacceptable and feel that someone should have reached out.
I would like a refund for the hotel and *** aireline by now.
Sincerely
Expedia.com Response
• Apr 10, 2020
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We
regret to hear Miss *** did not accept our response and/or resolution offered.
We have reviewed the documentation ***
provided to further address her concerns.On April 8, *** or someone with account access called
Expedia and spoke with a corporate representative who processed a refund of $1928.03. The *** Airlines flight, *** hotel room and shuttle were included in the
refund. The customer agreed to the refunds as a one time courtesy coming from
Expedia.
No further action will be taken as the customer’s request was fulfilled.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I filed a complaint with Expedia earlier and I want to resolve that complaint, they fully refunded me even though I was never able to get in touch with anyone to ask for a refund. They ended up doing the decent thing and I appreciate that. I am trying to find a way to redact my previous complaint with them.
I have been on hold for 8 hours trying to cancel my flight which leaves in 5 hours. Due to the corona virus work has no longer permitted me to leave the country. 8 hours on hold is unacceptable!
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
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.
Expedia website stated if I cancel within 24 hours I would get a refund. I tried to cancel flight within 24 hours and website is not working due to technical issues. It would not let me cancel my flight within 24 hours. I tried calling customer service, but cannot get ahold of anyone. Expedia phones have not been working or extremely long hold times. Expedia has been non-responsive. I am trying to cancel flight and get a refund due to coronavirus. I will get a lawyer if this issue is not resolved.
I booked a room at the *** in Media Pennsylvania for March 20-22. Obviously in normal circumstances I would not be cancelling this room. It was a non refundable room. The room is $264.31. No one can get through the Expedia. They basically turned off their phones and are ignoring customers. The *** cancelled my reservation and will refund my money 100% but I have to contact Expedia.
The manager *** at the *** said Expedia needs to contact them to get this resolved. I've tried to call Expedia or reach them on social media. Nothing works. I've booked many hotels/trips with Expedia and I hate to say this will be the last if I don't get my money back.
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
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.
Expedia will not give me a refund for a one night hotel booking in PA. They are saying that my hotel room that I booked was nonrefundable. However, when I call the actual Marriott hotel, they state that they would refund me but unfortunately I have to go through Expedia. Why would anyone ever use this 3rd party service to book a room? I learned my lesson. I may have lost $376.30, but they have lost a customer forever.
You learn a lot about a company about how they handle themselves in different situations. I guess the state wide emergency and the coronavirus pandemic does not mean anything to this company.
Expedia is the worst... I booked my honeymoon flight and hotel through them and a week later after booking They changed my flight time to 6am which was not at all convenient for us nor the hotel check in time. I called them to cancel the booking and they canceled my flight but I was told they would call me back to cancel the hotel for me. They NEVER called me back. I have tried calling them more than 5 times but every time The wait time is 2 hours and even after I manage to stay on hold that long and finally get in contact with an agent they HANG UP on me in the middle of me explaining my situation. This has happened 5 times.. very very unprofessional to hang up on a customer ON PURPOSE. I am NEVER booking anything with Expedia ever again, because they have made booking my honeymoon a nightmare for me.
I was trying to cancel a hotel reservation due to the corona virus pandemic and not feeling safe going to New York City. It took me three days to get ahold of them, was hung up on several times, kept getting messages the server was down, and by the time I was in contact, it was pass the date of the reservation. They refused to look into a refund because of the timeline but it was impossible to contact them any earlier. It seems very poor to treat customers this way during a global crisis.
can't reach company phone lines for 4 days to cancel flights and hotel and can't get refund
April 1, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a package booking. Our records indicate the customer was able to self-cancel
his trip using Expedia’s online tools, on March 17, 2020. A full refund of the
hotel portion of his booking was issued on the same day, and airline credit for
the value of the tickets was issued per the airline’s terms and current
advisories.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.
Sincerely
The impact of the novel coronavirus (COVID-19) on travel continues to change rapidly, so I am reaching out personally to all customers who have travel bookings with Expedia. You can change or cancel many reservations from within your account without any additional fees. I have not received my refund of $1,469.80 after contacting the business informing them that Pennsylvania County’s hardest hit by the virus, with at least 8 positive cases and my family flying from Broward County which is also under a State of emergency.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Hello, To whom it may concern. Due to the coronavirus that has taken place and with traveling with my two children ages of 11 and 8 government advising us not to take travel for pleasure who decided to cancel our family vacation. We have been trying to reach Expedia as of Thursday March 12, having no luck in reaching someone to cancel. We have tried several times there 1-800 number, unable to get through. We were able to finally get through however waiting 35 to 45 minutes and then begin disconnected. Filing this complaint as there level of customer service is not right due to the health scare happening around the world. We booked with Expedia believing that is was a reliable company that if something like this were to happen, they would be able to take care of concerns. We again have been trying to cancel for the past 3 days and not able to get a hold of someone it is extremely disappointing and frustrating. Traveling with my family and children was not a risk that we were willing to take. We booked this trip from Miami and returning to Miami due to the fact that we have a home in Boca Raton Florida. It was less in cost to fly from our home in Florida vs Toronto. Can someone please help as I would like for a refund in this matter due to the health concern around the world.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have contacted Expedia multiple times over the past 36 hours trying to cancel a hotel reservation that I made after a conference. Due to feeling under the weather (and we are in the midst of the COVID-19 warnings) I made arrangements to return home early and did not need the hotel I had booked for tonight. I contacted the property and was told I needed Expedia to contact them and to make them aware of the waived cancellation fees they are doing (I have a screenshot of this from the hotel's website). Yesterday when I talked to someone with Expedia, I was told they contacted someone at the hotel who said they would need to call back between 7-3 because that person could not authorize a cancellation. Then Expedia told me they would put a note on my account for Urgent and they would follow up tomorrow and try to get this cancelled so I could get my refund. When I called the hotel, they told me that there is always a manager on duty that can handle that. I tried again today - called multiple times and using the customer service portal - the system kept being down. I finally get someone on the portal an hour ago, and they said that the hotel's policy was to not refund because of their policy. Again, I refer them to the travel advisory notice on the hotel's website. I also remind them that I purchased a travel protection policy just in case something like this would happen. At that point, my chat was disconnected. I understand that there is a lot going on right now but this is terrible customer service and them trying to take advantage of this terrible situation going on in the world and not honoring what they should be doing.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Due to the coronavirus , activities I had planned to attend were cancelled. I wanted to shorten my hotel stay and change my flight. Was unable to ever get ahold of Expedia. I was on hold for hours each time I called only to be told to call to call back in four hours each time. I had to purchase another flight home. The hotel told me they would refund my money if Expedia would call them. My husband suffers from leukemia and I feared staying there would be detrimental to his health. Very poor customer service. Not only was I out the cost of the trip, but I also had to buy additional plane tickets. I was not even allowed to speak to anyone about the situation.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
With COVID-19 being a global issue, we are left unable to be able to travel to France- as restrictions have been put in place. Expedia has listed an apartment for rent, and has had no control over this listing. I have attempted, as well as Expedia, to reach the owner of the apartment and we get no response. The owner is refusing to refund even though there is a travel ban from U.S to EU- this is unwell for the safety of myself and our community. *** as well as other booking sites are offering FULL refunds because safety is more important. Expedia has listed something they don't manage, and instead have slapped their name on it, so that consumers like me, who has trusted them in the past will book with no hesitation. This makes me so uneasy that Expedia would run their business like this. I would like a refund for a booking I am not able to proceed with as the president, and government have places special restrictions that avoid this travel to take place.
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 still not been able to get in contact. I have tried their call center, their Facebook, and their Instagram. My travel date is March 30- we are about 3 days away and I have had NO ONE call me, even after I have left numerous messages.
April 6, 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 Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mrs.
*** is requesting to cancel her due to the Coronavirus outbreak. Our records indicate that on February 13, 2020, Mrs. ***, 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 show Mrs. cancelled her reservation directly at the property. We verified that this reservation was non-refundable, and
the hotel has denied a refund.
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 Mrs. 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:
Glad to see that through this platform you respond rather quickly, well, definitely faster than it is to reach you via customer service. I am also glad you did your research on my reservation. The reason it was cancelled was because the hotel advised me to cancel it if I was not going to be checking in, as they charge additional fees. Considering I didn't get through with Expedia until after my travel date, this was a good call on my end. I have lost out on over $1,000, you know the amount. This hotel was NOT pay later, they charged me the full amount. I am disputing this charge with my credit and I am sharing my awful experience with everyone, as I am so dissatisfied with your service. I knew this hotel was nonrefundable, and we were going to head on our trip, if it weren't for COVID-19, a global pandemic. So, not I don't agree that the hotel, or Expedia can do nothing about this. You're basically taking my money for no reason. NO ONE is able to even stay there during this time. This is unethical and so poor of Expedia to not add reputable companies to their bookings. It's disgusting.
Sincerely
Bought 2 tickets round trip to Philippines in Jan 9, 2020 for March 18-April 7. Due to the corona outbreak, we decided to not go through the flight because part of the layover involves korea which is high risk and we're seeking for rescheduling without penalties. We have been calling non stop within the 7 days of the flight and have not talked to a real agent to help us. It says that there's a cancellation form online which we attempted to file multiple times but it wasn't going through. We called several times but we're on the line for hours and hungs up only to start over. It is unfair and unjust that we're facing penalties for cancellations on a national emergency!!! If all the customers who are experiencing this issue with expedia, please lets gather together and file a class action lawsuit. This is unacceptable. The flight is in 3 days and I still can't get to anyone.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
On 3/7/20 at 5:45PM, I was surprised after waiting for a long period of time in the chat room of Expedia Customer Service, that the person named "***" was not acknowledging I was responding to him and said that since he did not get a response, he will end the chat. I have screen shots of the time that I responded right back at him within seconds so for him to say I did not respond when you can see my message right next to him is impossible unless you don't acknowledge it or you are an automated response hiding in a person's name who actually do not exist or you have auto-pilot responses which was wrong as chat room is supposed to be for a live agent assisting your concerns. If it's A.I. (artificial intelligence) then they should inform the customer but there's no information like this. I have the screen shots with time on it to back up my claim if you want me to forward it to you.I have been with them for 3 hours waiting on the phone and chat room to rebook my flight to Dallas this March 26th because of coronavirus, asking them to waive the fee as *** mentioned it can be done. But apparently, it couldn't be done.*** says they can give the code to the Expedia travel agent to waive the fee but Expedia says it was only applicable if you purchased the ticket in March which is another complaint on its own.If you can honor 2 complaints in 1 message, please take note of this too. Expedia and *** are not sympathetic with their customers who declined to travel because of coronavirus as they are not rebooking it without fees which is wrong. Please address these issues.Foremost, the chat room of Expedia is not manned by real, live people as they do not acknowledge your message and respond as if they didn't see your message and ends the conversation when you're still actively communicating & had not even addressed at all your initial message.It is wrong for customers to get into the chat room only to find out the person is either fake or if real,not willing to 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
Hi,
as per my reservation on Expedia the cost of the car rental should have been 1043.02 USD. When I have added all my expenses I concluded that I payed ~ 1474 USD as follows:
1) 170 USD to Expedia on 4 Nov 2019 as advance payment (this amount was never deducted from the amount due at *** counter)
2) 350 USD at *** counter as an advance on 20 Dec 2019 the day I picked up the car.
3) 954.55 USD to *** on 9 Jan 2020 (i returned the car on 3 Jan)
TOTAL AMOUNT PAID: 1474.55 USD
Expedia#***, Conf Expedia ***
*** RA# PHX-***
I understand there is also local insurance for the car, as per *** that I had to pay ~ 100 usd (i don't expect more than that, collision insurance is 170 USD), but I request to have the difference reimbursed: 1474.55 USD paid in total minus 1043.02 USD total cost as per Expedia minus local mandatory car insurance (aprox 100 usd).
Note that I have reserved for Ford Explorer or similar and I got a Toyota 4 Runner with broken parts in side and lots of scratches. I had to use tape to fix one part because it was open all the time and to be able to make it stay close. I have received inferior broken vehicle, which is a very unpleasant experience that I don't want to pay extra under no circumstances.
I am very unsatisfied and unhappy with the experience. Expedia wrote under "Payment summary" that I should pay at counter 873.02 USD but I paid much much more (no delays to car return, to car itself or any matter that could raise additional charges).
Please have a look and help. Until now I had a similar experience one year before with Expedia and AVIS and all was perfect. I rely need your help to fix this, *** is not answering any my emails, complain forms or phone calls (it is very expensive to call in US) while Expedia I can only reach by calling, can be very expensive as well.
I am frustrated and upset and it cost my 50% more than expected, although I din not breach any of the contract requirements and made all payments in due time.
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 Mr.
*** (Revdex.com case number ***) regarding his car reservation. Our records indicate that on November
2, 2019, Mr., or an authorized user of his account, self-booked a car
reservation using Expedia’s website, under itinerary ***. The
reservation was for a Fullsize SUV with *** Rental Cars in Phoenix, AZ, for a
pick up on December 18, 2019, and a drop off on January 3, 2020. The customer
also purchased a Collision Damage Plan with ***. The price breakdown is
as follows: *** Rental Cars: $873.02, Collision Damage Plan: $170.00. In his
complaint details, Mr. lists the following charges: 1) 170 USD to Expedia on 4 Nov 2019 as
advance payment (this amount was never deducted from the amount due at ***
counter)2) 350 USD at *** counter as an
advance on 20 Dec 2019 the day I picked up the car3) 954.55 USD to *** on 9 Jan 2020 (i
returned the car on 3 Jan)TOTAL AMOUNT PAID: 1474.55 USDWe are not aware of the specific breakdown of charges
collected by the vendor, as a rental agreement was not provided to Expedia.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. *** Rental
Cars was the merchant of record (the entity that received the funds and the
company that charged the credit card) on this itinerary. Additionally, at the
time of booking Mr. accepted Expedia’s terms of use, which expressly
state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia 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.Furthermore, the following rules and regulations were
provided to and accepted by the customer at the time of booking:Charges for refueling,
additional drivers, etc. are not included in the total price. Special equipment such as
child seats and GPS, can be purchased upon pick-up (if available).Your rental may have
mandatory, local insurance requirements that result in additional charges at
the time of rental.In respect to the customer’s mention of the Collision
Damage Plan, this plan was purchased with *** and not *** Rental Cars,
and as such would not have been included in the charges collected by the rental
company. Based on the information provided above, Expedia is
unable to honor the customer’s refund request.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
Complaint: ***
I am rejecting this response because:
Expedia is not confirming that the advance paid to Expedia in amount of 170 USD on 4th Nov 2019, which *** Rental was supposed to deduct from my total bill. This is not my concern to follow-up, as Expedia was the one collecting the money on *** Rentals behalf. So I ask Expedia to prove they have made this advance payment to *** Rental.
Secondly, I trusted Expedia they are auditing or checking the way their partners operate, as *** Rental was included on their list of offerings (i would not ask for *** Rental service if it wasn't not mentioned on Expedia site). I expect Expedia to contact *** Rental and help Expedia client (myself) to resolve this issue, for me it looks that they don't actually care, which does not meet my expectation convincing me to share this experience with other friends currently using their service. I have provided the rental agreement (see attached pictures) for their review. Except for local insurance which I accepted in addition to the Collision Damage Plan already booked via Expedia, I did not ordered any additional service (nor additional driver, nor the full gas tank option nor any other), so there is no reason from my point of view for any additional charges, for which Expedia is not assuming any obligation. Expedia has convinced my to book given the car and the price promised, they cannot avoid any complain, if the conditions in the reservation are not changed.
Thirdly, I am asking Revdex.com to assist me in taking this issue further with *** Rental as they are not answering my calls or my written complains which I cannot follow (i did not receive any complain ID) and spent a lot of time on roaming in trying to reach out.
I enforce the fact that I am not aware about the way *** Rentals settle their business with Expedia, given that my reservation through Expedia was not followed. The counter guy told me I only need to pay 350 USD (which include a warranty of 150 USD that will be refunded when returning the car). I have specified I have to pay the remaining amount of 873 USD, he said there is no need for any additional payments except the 350 USD, therefore the reason I accepted a different car and their rental agreement. *** Rental has lied, charging me with much more on 9 Jan when I was already out of the US therefore limiting my option to raise a claim or ask any question. It is an abuse from their side, taking advantage of the fact that they had my Credit Card data. I did never agreed to charge more than they were supposed to via the reservation and I would never agree to receive an inferior car, Toyota 4 Runner in a poor condition as compared to the car I have booked Ford Explorer (Expedia can confirm the car model I have booked). It is *** Rental job to ensure they can honor they bookings and they have available cars, I don't recall to see any message or alert from Expedia that partners may change the car at the day of car pick-up.
Thank you for looking into this, it is a great help for me to have a third party looking to repair any abuse or conflicts that might appear.
Looking for your guidance on the steps I can follow to settle the issue I have, I ask for a fair and right solution.
Kind regards
Sincerely
I booked a flight and bundle package that's scheduled for March 17th - 24th, 2020 that I now have to reschedule due to the world-wide crisis (Corona virus). I'm trying to do the right thing not only for my well-being but for the well-being of others. My attempts to reach Expedia began March 10th, 2020 and until today (March 15th) have not received a response. I've called over 30 TIMES (literally) and have been left on hold between 45 min - 5hrs 2 min for each call. Each call resulted in a mysteriously dropped call. I can't afford to lose my money so out of desperation I called out of work on March 11th and spent the entire day on hold to no avail. I also spent the entire day yesterday and so far today I'm on the same track. I've also tried several times to reschedule online but keep receiving an error message which states they're having technical difficulties and to please call them. 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
Expedia failed to answer my calls for 3 consecutive days for "technical difficulties." I finally got through and was puton hold for over an hour. I cancelled my flights for myself, my wife and my son. Expedia failed to give me Cancellation Conformation Number. I also booked hotel in Manila Philippines but unable to cancel it due to "technical difficulties."
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked a bundle deal (flight and hotel) through Expedia. The airlines canceled the flight and I was able to get my refund through the airline. When I initially booked, it was non refundable. However, with the airline cancelling the flight and the coronavirus epidemic, I would think Expedia would be more accommodating.
I called the hotel myself and spoke to management. They advised me a refund can be granted (even if I booked non refundable) if Expedia provides them with the appropriate cancellation information and request. The hotel was understanding about the coronavirus pandemic and due a national emergency being declared, they specifically said a refund will be given, but it has to be requested by Expedia.
Obviously I’d go if the airline didn’t cancel and we weren’t in a state of a national health emergency. I’m requesting a refund considering the extenuating circumstances. Flying and travel is a high risk for transmitting the coronavirus. We could go and contaminate people on the resort, or we could come back and transmit the disease to people in the US. It is not safe to travel and it has been clearly stated by medical professionals that this is JUST the beginning and they anticipate this lasting for weeks, even months.
Considering the current state our country, and our world is in, I think it’s fair for Expedia to make an exception and provide a refund. They would want more people getting sick or even dying.
I contacted Expedia and I received a lousy email from a customer service rep, Justin. The email stated;
We coordinated your case with *** - All Inclusive about your cancellation request, however they advised us that their policy will still apply wherein, the room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Therefore your request has been denied.
However, I spoke to the hotel and they advised me differently!
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
To whom it may concern, we booked with Expedia in January of 2020 for a family all-inclusive vacation for March break with my family. We were to leave for Punta Cana today (Sunday March 15th) however due to the coronavirus we decided to cancel our vacation. We have been trying to reach Expedia since Thursday March 12th, 2020. We have tried several times on Thursday, Friday, Saturday and even Sunday morning. However, the 1-800 number is advising that they are having “technical difficulties”. We have been able to connect however waited for 1.5 hour and then was disconnect. All other times again we have not been able to reach someone to cancel our trip within the 48 hours. I am worried that we will not be able to receive a refund. I would have been traveling with my two daughters who are 8 and 3 years old and did not want to risk flying internationally to a country where I would not be allowed to come back into the US. We would be traveling with friends who have a place in Florida which is why we booked out from Miami and returning to Miami. The level of customer service is unacceptable in my opinion. I know that there are probably a ton of passengers due to the Coronavirus who have canceled their vacations however since Thursday to today which is 3 days not able to reach a customer service agent is not right. We have even tried to email and received a bounce back email. I have tried to reach to call first thing in the morning, in the afternoon or late in the event. My husand, and family friends have tried on several different occasions. No answers to their customers while experiencing, I am extremely disappointment and frustrated as we did not show up for our vacation but not even sure what will happen. This was a large amount for my family and I to travel. Therefore I am filing a complaint as I need some help and support. Expedia travel confirmation - Mar 15 - Itin# ***. Can someone please help as I would like a refund to my trip. Thank you
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 “combined
one way” flight reservation from Miami (***) to Punta Cana (***) departing
March 15,2020 and returning March 18. A hotel stay at the “*** All Inclusive”, and a private minivan with “***”. We understand *** is requesting a full refund due to the
current Covid-19 pandemic. The *** Airlines flight was cancelled on March 15,2020.
The airlines policy allows a future flight credit, and the following statement is
from *** Airlines website to describe the protection they are offering: “We will continue to take care of
customers as this situation develops. We recently announced that change fees
will be waived for customers who purchased tickets prior to March 1 for travel
through April 30, 2020. The offer is now available for any of ***’s fares
and customers have until December 31, 2020 to re-book travel for future flights.”***
Airlines flight remains active and usable for future travel credit. *** will
be allowing a change to flights waiving change fees, but new travel must be
completed by December 31,2020. The
shuttle service with *** and Hotel with *** need additional time as
both parties are requesting Expedia to send an email to request any refunds.
Expedia will contact *** via email when we receive a response from
each vendor. Expedia regrets to inform that refunds will not be provided for
the flight portion and request additional time to reach out to *** for
the remaining products on itinerary ***.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 I should be receiving a full refund on the *** Airlines flight. How can I leverage a credit with a airline that is limited to it destinations? Credit until the end of this year also does not make any sense to me.
I understand that I have a credit with the *** Airlines but that is due to the fact that I tried to cancel my trip after not hearing from Expedia with any type of support.
How about the hotel and refund there? NO mention of the hotel.
As of today, no one from Expedia has called or reached out to help me understand the status of my claim and situation? I feel extremely frustrated to the level of customer service provided during this horrible time. I feel that for a large organization that someone should have reached out by now and provided comfort that they are working on a full credit for me and my family. I will never be booking with Expedia again.
This is unacceptable and feel that someone should have reached out.
I would like a refund for the hotel and *** aireline by now.
Sincerely
Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We
regret to hear Miss *** did not accept our response and/or resolution offered.
We have reviewed the documentation ***
provided to further address her concerns.On April 8, *** or someone with account access called
Expedia and spoke with a corporate representative who processed a refund of $1928.03. The *** Airlines flight, *** hotel room and shuttle were included in the
refund. The customer agreed to the refunds as a one time courtesy coming from
Expedia.
No further action will be taken as the customer’s request was fulfilled.We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
I filed a complaint with Expedia earlier and I want to resolve that complaint, they fully refunded me even though I was never able to get in touch with anyone to ask for a refund. They ended up doing the decent thing and I appreciate that. I am trying to find a way to redact my previous complaint with them.
I have been on hold for 8 hours trying to cancel my flight which leaves in 5 hours. Due to the corona virus work has no longer permitted me to leave the country. 8 hours on hold is unacceptable!
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia website stated if I cancel within 24 hours I would get a refund. I tried to cancel flight within 24 hours and website is not working due to technical issues. It would not let me cancel my flight within 24 hours. I tried calling customer service, but cannot get ahold of anyone. Expedia phones have not been working or extremely long hold times. Expedia has been non-responsive. I am trying to cancel flight and get a refund due to coronavirus. I will get a lawyer if this issue is not resolved.
Please, close case. Company resolved the issue
I booked a room at the *** in Media Pennsylvania for March 20-22. Obviously in normal circumstances I would not be cancelling this room. It was a non refundable room. The room is $264.31. No one can get through the Expedia. They basically turned off their phones and are ignoring customers. The *** cancelled my reservation and will refund my money 100% but I have to contact Expedia.
The manager *** at the *** said Expedia needs to contact them to get this resolved. I've tried to call Expedia or reach them on social media. Nothing works. I've booked many hotels/trips with Expedia and I hate to say this will be the last if I don't get my money back.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
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