I booked travel with Expedia.com and bought a travel waiver so I could cancel or change before travel. Then the Corona situation kicked in. I have been trying to reach customer service on the phone for 2 days. I am dropped 100% of the time even after being on hold for over an hour.
Further to that, I cannot fill out the form on the web to cancel or enact my travel waiver. There is 0 resolution and this is shameful.
Called
Chatted
Tried to fill out online forms that will not submit
Direct cancellation online
Direct cancellation with airline and hotel
NOTHING works. Please help the thousands of us who are having the same experience.
This is horrible!
+++++++++
Note to [email protected] and [email protected]
+++++++++
Please cancel full Itinerary: *** I have purchased a Travel Waiver so, please apply that for a full refund.
Not only is there the COVID-19 issue for all of us, my physician has said I should not travel because of recent medical treatment and my increased risk for COVID-19 exposure. I have a suitable letter if required by airlines or hotel in addition to my purchased Travel Waiver.
Also, please see that I have tried to call at least 10 times as required for cancellation with Travel Waiver - waiting as long as 2 hours on the phone. Most times, I am disconnected by your system. (See attached screenshot and Dr. Note)
I want them to confirm my cancellation and refund my money.
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*** ATTACHMENTS REDACTED BY Revdex.com
I BOOKED A TRIP ON FEB 11TH WITH EXPEDIA TO LEAVE DES MOINES IOWA ON MARCH 26TH - MARCH 30TH TO ORLANDO FOR ***. I BOOKED FLIGHT AND HOTEL WITH THEM. DEPARTURE FLIGHT THROUGH *** RETURN FLIGHT THROUGH *** AND HOTEL ***. EXPEDIA SHUT OFF ALL PHONES AND INTERNET CHAT AND I CANNOT GET THE FLIGHTS OR HOTELS CANCELLED DIRECT THROUGH THE AIRLINES OR HOTELS SINCE I BOOKED WITH THIS 3RD PARTY, THEY HAVE ALSO SHUT OFF ALL OPTIONS TO CANCEL ONLINE. MY TOTAL WITH THEM IS $1,837.67. I CONTACTED MY CREDIT CARD COMPANY BUT SINCE THIS WAS AN AUTHORIZED CHARGE THEY SAID THEY CANNOT ASSIST. I HAVE EMAILED, CALLED, DONE ONLINE CHAT, TRIED TO CANCEL ON MY OWN VIA THEIR WEBSITE WITH NO AVAIL. THIS IS DUE TO THE CORONAVIRUS AND *** HAS CLOSED THEREFORE WE ARE NOT TRAVELING DURING THIS 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
I booked a hotel in Indonesia on February 24, 2020 with Expedia. The reservation is from May 25th to May 28th of this year. I tried canceling the reservation but when I do that, they're charging me a fee for it. I have tried contacting their customer service phone line and I have been on hold for hours trying to talk with them about the situation and see if it can be resolved. I have already canceled my flight with no problem due to the pandemic, Coronavirus. I feel that I should not have to pay a fee to cancel my reservation because of this pandemic.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I booked the hotel in Atlanta by Expedia and due Coronavirus and than on March 12 I needed to cancel it because my son was sick . We would go from Orlando to Atlanta by frontier flight. I was scared my son become worse if I try to take the flight. So, the frontier canceled our tickets no charge no fee and full refund. But we I tried to cancel the hotel by website and Expedia app, on the full refund time ( before 6pm on March 12) both of them was showing a half amount fee ( even I try on the correct time to cancel - with full refund the website and app was messy. I tried to call to Expedia customer service but the dial has been with the automatic record: due high volume of call due coronavírus we are not able to take the call etc . So I called directly to front desk representative and she canceled the room without charge or fee ; so she said me the refund will be do by Expedia. So, the representative gave me the cancelation number and send the message on my Expedia login with cancelation information . So I want my full refund, full rewards points that I used for this room. Now Expedia sent the email that the refund will be a partial amount. It’s not correct if I cancel on time to have a full refund. My itinerary number is : ***. The hotel number cancelation is: ***. I printed all conversation that I have with hotel representative, I recorded trying call to Expedia etc. I just want my full refund.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I don’t want to know the Expedia problem. I want my money back. I’ve received only a half refund amount but you can check I attached that the hotel canceled without fee and said the full refund only Expedia can do that. Now, I want the another half amount refund back please.
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
hotel booking.
Our records indicate a canceled reservation at the ***, Atlanta ***, GA for two nights.
Check in date was March 13,2020 and check out March 15,2020. We understand *** is requesting a
complete refund.
***
or someone who has access to the account cancelled the reservation on March
14,2020. At that time, the reservation was in penalty to receive a one night
penalty equal to one night’s stay.
Expedia regrets to inform that we are unable to provide a
full refund according to the policy of the hotel.
-Cancellations or changes made after 1:00 PM local hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
We 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.
I booked a hotel through Expedia.com. due to the current covid 19 situation my event was cancelled. I had purchased the travel insurance when I booked. I have tried calling Expedia to cancel for over 24 hours and the phone numbers say the com6is experiencing technical difficulties or all agents busy. I got through several times but after being on hold for over an hour the line disconnected. I tried to chat online but I was told because I have travel insurance I need to speak to an agent which I can not reach. It tells me all agents busy to please call back. I need to speak to someone immediately. My hotel checkin day came and went and I still cant reach an agent. I did call hotel and they cancelled me on their end but said I still had to call Expedia. I want my refund and will never be booking with Expedia again. This is so frustrating and a waste of time causing undue stress.
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 youTell us why here...
I used this service to book a package to Las Vegas. I need to cancel the booking. I purchased the trip insurance which Expedia refers to as travel waiver. And I am unable to contact Expedia by phone or o. Line for 2 days. My trip is today and I am still not able to cancel. When I select the cancel options I receive response that I must call . The phone number listed states due to technical difficulties the call cannot be completed. When I attempt to use the chat option the response is all agents are busy try back.
Expedia.com Response
• Apr 01, 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 just cancelled my reservation for 3/20/20 - 3/22/20 to a hotel in *** Ohio (made on 2/1/20) because of a ban by president trump regarding family not being allowed into assisted living/retirement communities to see their relatives due to the corona virus (covid19). This was my only reason for making the hotel reservation so I could visit with my mother who is 79 years old. I realize I opted for the non-refundable price when making the reservation but the covid19 virus wasn't even known of at the time. Expedia needs to make allowances for emergencies like this. I have NO idea when the ban will be lifted so I'm not able to re-schedule at this time. I have tried to contact Expedia quite a lot but with NO outcome.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because: It is now almost 1 week after I was supposed to travel and the response I got back from Expedia didn't even mention that a refund would be in the making. I am not traveling within the next 72 hours (since I was supposed to travel last weekend, 3/20/20). I understand there are a lot of people trying to get a hold of Expedia at the moment. All I would like is an answer regarding receiving a refund. Yes or no? I am still unable to get through to Expedia (I try at least 3-4 times/day). Thank you.
Sincerely
Expedia.com Response
• Apr 01, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** T *** (Revdex.com case number *** regarding a
hotel reservation. Our records indicate/reflect a hotel booking at the *** Airport - Brookpark. We understand *** is requesting a refund. On March 13,2020 *** or someone
with access to the account canceled the hotel reservation. The hotel policy for
this reservation is non-refundable and in-case of any cancellations or changes, a
penalty equaling the full amount of the purchase price. The hotel has agreed to
waive the penalty and allow a refund.The amount of $207.36 and $9.00
has been refunded to the original form of payment. Please allow 3-7 business
days to process, or up to two billing cycles dependent on the financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Customer Response
• Apr 02, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have *** (***) and have been trying for 4 days (since the US has placed a travel band) to cancel my trip to NYC...I purchased the insurance waiver. I booked through Expedia.com. There phone message is to only call if u are within 7 days of travel or to cancel on line. I tried to go on line and cancel but because I purchased a package that includes Flight and hotel it doesnt allow your to cancel..You have to cancel by phone only...I have been calling for days all hours of the day and night.calls are dropped after waiting on hold for hours or the calls are dropped without being answered. (technical difficulties) I tried calling the airlines (***) with no problem answering but has to go through expedia and have called the hotel directly also state has to go through hotel...I just want a record that I have done everything in my power to cancel in a timely matter. On their facebook page there are many others complaining of the same issue.
Due to my lung issue and this Corono virus known to attack the lungs specifically it is best that I cancel. I was able to cancel other tours with no problem that I had prepaid including broadway..no problem...I am also booked with expedia flight and hotel in July for a trip to seattle for a cruise I have booked...I am hoping this also will not be a problem when the time comes to also cancel that if we have to ...Thank you for your help in this matter.
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 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 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.
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.
Given the current coronavirus, Canada has discouraged traveling to various places including the USA and the USA has declared a state of emergency. Expedia has failed to be transparent in a time where customers needed to make last minute decisions. Like many others, I have spent hours on hold over the course of three days trying to connect to a rep to issue a refund well within their 24 before departure cancelation. I have been met with unsuccessful connections after hearing the automated number or having the line disconnect/hang up after hours on hold. It is extremely frustrating. Airlines have released statements saying they are flexible and those that booked directly with them have had great service and refunds/changes were made. Unfortunately, because I went with Expedia, any changes must be made through them but the automated message directs you to the website, and the website directs you to phone. I am now less than 18 hours away from my flight that I can no longer go on (husband works in healthcare). We purchased our trip on March 8, three days before WHO declared it a pandemic. I understand that they are overwhelmed but this is ridiculous. They can't respond to our calls due to "system updates" and "technical difficulties" and yet new bookings can still be made. While the majority of us have not been successful, on social media there have been VERY few cases that were able to speak to someone and get a refund.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased an vacation package through the site to Portugal this Sunday 3/15-3/25. After the president announces the travel ban, and I have been trying to reach Expedia for change/cancel for the trip. Every time I tried to do it online, it directed me to call them and request only be with live agent. However I kept calling all numbers, they will cut off the calls once connected. I know it’s not refundable, but I purchased the wavier with the vacation package together, which allows me to change or cancel once before the starting date of my trip. But I can’t do anything without talking to them. And they don’t answer calls, messages and I even tried twitter messages 10 times. They aren’t answering anyone. I tried to do that with the airline company and the hotel, they will not able to do anything because it has to go through Expedia.
I am surprised they aren’t helping their customers during this situation, and I don’t want to start my travel and being stuck there if coming home flight got cancel. I purchased the wavier together. It suppose to let me change once, but I can’t do anything because they aren’t responding. Please help! Thank you
Expedia.com Response
• Mar 31, 2020
March 31, 2020Revdex.com Alaska, 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 Ms. *** (Revdex.com case number
***) regarding her flight and hotel reservation.Our records indicate that on February 16,
2020, Ms.,
or an authorized user of their Expedia account, self-booked a flight and hotel
reservation for two travelers, using Expedia’s website, under itinerary
***. Travel was aboard *** Airlines, departing on March 15, 2020,
from San Francisco, CA, USA, to Lisbon, Portugal, returning on March 24, 2020.
The hotel stay was at ***, located in Lisbon,
Portugal, from March 16, 2020, to March 24, 2020. This reservation included the
Travel Protection Vacation Waiver.On March 7, 2020, Ms. contacted Expedia inquired
about changing her hotel portion of the reservation. An Expedia agent advised
her the hotel was non-refundable and we had to contact the hotel to see about
changing the reservation. Ms. decided to not change the reservation.Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On March 31, 2020, Expedia processed a refund in
the amount of $1,834.91, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Thank you,Michelle ***Corporate
Correspondence Team
I have reached out to Expedia for two days to cancel a trip due to *** being closed due to Corona Virus. I was told the first time I waited over an hour on hold to call back in 2 hours and the system would be back up. I Called back in two hours and waited another hour on hold and this time I was told to call back the next morning. I returned the call the next morning and was on hold yet another hour and was told to call back at 4. I did this and was on hold yet again for an hour and was told to call back in two hours. This was repeated at 6PM CST. This is a total of 5 hours to cancel a trip due to the destination being closed. Every time I call the Gold customer service line that give me another time delay to call them back. 5 hours on hold and I still do not have my issue fixed. I simply need to cancel my trip
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.
Due to the covid19 outbreak my trip to *** has been cancelled. The park is closed and the CA governor has placed many restrictions on the area. I have been trying to contacr Expedia via phone, forms, and chat for over 24 hours including the middle of the night. I had one return call from a wkman who said the system is down and then hung up. Literally all day their phones are “temporarily out of service” and the chat says all agents are busy. The website states flexibity in cancellations and also suggests I contact the hotel. I mads a 13 night hotel stay paid back in January. The hotel informed they would work with Expedia regarding my cancellation and refund. I cannot get a hold of anyone. I realize there is a national problem but there has to be a way to reach someone. I would like to have my $1,163.02 returned to me either by credit card or have the funds placed in my expedia account for future use. I have no control over this situation. President T has called this a national disaster. Expedia needs to be doing their part to assist customers through a very scary health and financial crisis.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because:I appreciate the words offered by Expedia during this unprecedented time but unfortunately this response does not solve my problem. My vacation would have started on 3/18 and today is 3/25. I was forced to cancel the hotel reservation online and was not given the requested refund. I realize that the situation is going to take time but I would like this Revdex.com case to remain open until Expedia returns my $1,163.02. Thank you for your assistance in keeping Expedia aware of this situation. I look forward to hearing additional information and a credit to my credit card.
Sincerely
Expedia.com Response
• Apr 01, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records indicate/reflect a cancelled 13 night stay at
the “***” checking in on March 18,2020. We understand *** is requesting a refund.On March 16,2020 the hotel was
cancelled by *** or someone who has access to the account. The room accommodation
booked is non-refundable and cannot be changed without incurring full penalty equal
to the full amount of the booking. At this time the hotel is temporarily closed
and will re-open on April 5,2020. We will need to coordinate with the hotel to
get a refund request.Expedia will contact Jennifer
when we are able to reach the hotel.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
Expedia.com Response
• Apr 05, 2020
On March 16,2020 the hotel accommodations were cancelled by *** or someone who has access to the account. The room reservation is non-refundable and cannot be changed without incurring full penalty equal to the full amount of the booking. Expedia will need to receive approval from the property to release the funds to Miss ***. We have contacted the hotel via telephone, but unfortunately they are closed temporarily and will re-open April 5,2020. Expedia however has sent an email to *** requesting a refund. When we receive a response from the property, *** will be contacted via email.
Customer Response
• Apr 06, 2020
Complaint: ***
I am rejecting this response because: I appreciate the information from Revdex.com and I have received email/voicemail
correspondence from Expedia stating that they are working on my claim. I would like to keep this claim open until a refund is granted. Due to these unpresidented times, the hotel I was going to stay at is closed (yet another reason why I believe a refund is in order regardless to the non-refund status Michael mentions. The hotel was not even open when I was originally planning to go on vacation. This is due to the coronavirus pandemic. Decisions to close were made by the CDC, executives, Govenors, and President T. I only cancelled the reservation because I could not reach anyone at Expedia to solve my problem prior to one day before my original expected arrival. Someone has my money and due to the pandemic and things out of my control, I am requesting my funds be returned. I appreciate all the help I have been receiving and look forward to hearing a positive refund response in the coming weeks. Thank you for your time.
I booked airline tickets prior to the coronavirus outbreak in the United States and my tickets were booked with *** Airlines which are refunding customers who directly booked with them. When calling the message states they honor what the airlines does. I spent an entire day of 3/13/2020 calling Expedia and calls dropped after hours on the phone and after another 2 hours I did speak with someone and he put me on hold to retrieve my itinerary for an hour when the call dropped. I am currently on hold a completing this complaint. I attempted to cancel my reservations on line but somehow my itinerary # is not enough numbers. Expedia is trying as a company to make this difficult and frustrating.
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.
Due to Cornavirus my husband is at high risk and we are unable to travel. I have been unable to get ahold a rep to cancel & refund flight
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.
I booked a hotel for a vacation in San Juan Puerto Rico for 03-17/20 to 03/22/20 through Expedia due to coronavirus I need to cancel my reservation, so far no luck, when I call they put me on long hold and then they hang up the phone. I need help to resolve this situation before this coming Tuesday.
Thank you in advance with any help you can provide me with this situation
Sincerely
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.
I've been attempting to contact Expedia to cancel my cruise. Each time there is either an excessively long hold time or a an option to leave your number for a call back. I've left my number four times for call backs each time I get a call back when I answer the call is instantaneously disconnected. I've sent multiple emails and no responses.
Expedia.com Response
• Mar 30, 2020
March 30, 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 Ms.
*** (Revdex.com case number ***) regarding a cruise reservation.Our records indicate that the cruise line related to Ms.
***’s reservation, ***, is currently not offering refunds for anyone
sailing beyond April 11, 2020. If the customer is to cancel, they will only be offered
***, and not a refund. If Ms. wishes to make changes to
her booking, we ask that she contacts our Cruise department for further
assistance. 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.This can be a confusing and stressful moment for
travelers, and we understand their need for timely answers and assistance. Know
that we are working together with our travel partners, 24 hours a day, seven
days a week, to assist all our customers. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked travel with Expedia.com and bought a travel waiver so I could cancel or change before travel. Then the Corona situation kicked in. I have been trying to reach customer service on the phone for 2 days. I am dropped 100% of the time even after being on hold for over an hour.
Further to that, I cannot fill out the form on the web to cancel or enact my travel waiver. There is 0 resolution and this is shameful.
Called
Chatted
Tried to fill out online forms that will not submit
Direct cancellation online
Direct cancellation with airline and hotel
NOTHING works. Please help the thousands of us who are having the same experience.
This is horrible!
+++++++++
Note to [email protected] and [email protected]
+++++++++
Please cancel full Itinerary: *** I have purchased a Travel Waiver so, please apply that for a full refund.
Not only is there the COVID-19 issue for all of us, my physician has said I should not travel because of recent medical treatment and my increased risk for COVID-19 exposure. I have a suitable letter if required by airlines or hotel in addition to my purchased Travel Waiver.
Also, please see that I have tried to call at least 10 times as required for cancellation with Travel Waiver - waiting as long as 2 hours on the phone. Most times, I am disconnected by your system. (See attached screenshot and Dr. Note)
I want them to confirm my cancellation and refund my money.
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*** ATTACHMENTS REDACTED BY Revdex.com
I BOOKED A TRIP ON FEB 11TH WITH EXPEDIA TO LEAVE DES MOINES IOWA ON MARCH 26TH - MARCH 30TH TO ORLANDO FOR ***. I BOOKED FLIGHT AND HOTEL WITH THEM. DEPARTURE FLIGHT THROUGH *** RETURN FLIGHT THROUGH *** AND HOTEL ***. EXPEDIA SHUT OFF ALL PHONES AND INTERNET CHAT AND I CANNOT GET THE FLIGHTS OR HOTELS CANCELLED DIRECT THROUGH THE AIRLINES OR HOTELS SINCE I BOOKED WITH THIS 3RD PARTY, THEY HAVE ALSO SHUT OFF ALL OPTIONS TO CANCEL ONLINE. MY TOTAL WITH THEM IS $1,837.67. I CONTACTED MY CREDIT CARD COMPANY BUT SINCE THIS WAS AN AUTHORIZED CHARGE THEY SAID THEY CANNOT ASSIST. I HAVE EMAILED, CALLED, DONE ONLINE CHAT, TRIED TO CANCEL ON MY OWN VIA THEIR WEBSITE WITH NO AVAIL. THIS IS DUE TO THE CORONAVIRUS AND *** HAS CLOSED THEREFORE WE ARE NOT TRAVELING DURING THIS 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
I booked a hotel in Indonesia on February 24, 2020 with Expedia. The reservation is from May 25th to May 28th of this year. I tried canceling the reservation but when I do that, they're charging me a fee for it. I have tried contacting their customer service phone line and I have been on hold for hours trying to talk with them about the situation and see if it can be resolved. I have already canceled my flight with no problem due to the pandemic, Coronavirus. I feel that I should not have to pay a fee to cancel my reservation because of this pandemic.
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 the hotel in Atlanta by Expedia and due Coronavirus and than on March 12 I needed to cancel it because my son was sick . We would go from Orlando to Atlanta by frontier flight. I was scared my son become worse if I try to take the flight. So, the frontier canceled our tickets no charge no fee and full refund. But we I tried to cancel the hotel by website and Expedia app, on the full refund time ( before 6pm on March 12) both of them was showing a half amount fee ( even I try on the correct time to cancel - with full refund the website and app was messy. I tried to call to Expedia customer service but the dial has been with the automatic record: due high volume of call due coronavírus we are not able to take the call etc . So I called directly to front desk representative and she canceled the room without charge or fee ; so she said me the refund will be do by Expedia. So, the representative gave me the cancelation number and send the message on my Expedia login with cancelation information . So I want my full refund, full rewards points that I used for this room. Now Expedia sent the email that the refund will be a partial amount. It’s not correct if I cancel on time to have a full refund. My itinerary number is : ***. The hotel number cancelation is: ***. I printed all conversation that I have with hotel representative, I recorded trying call to Expedia etc. I just want my full refund.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I don’t want to know the Expedia problem. I want my money back. I’ve received only a half refund amount but you can check I attached that the hotel canceled without fee and said the full refund only Expedia can do that. Now, I want the another half amount refund back please.
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
hotel booking.
Our records indicate a canceled reservation at the ***, Atlanta ***, GA for two nights.
Check in date was March 13,2020 and check out March 15,2020. We understand *** is requesting a
complete refund.
***
or someone who has access to the account cancelled the reservation on March
14,2020. At that time, the reservation was in penalty to receive a one night
penalty equal to one night’s stay.
Expedia regrets to inform that we are unable to provide a
full refund according to the policy of the hotel.
-Cancellations or changes made after 1:00 PM local hotel time, Thursday, March 12, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
We 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
I booked a hotel through Expedia.com. due to the current covid 19 situation my event was cancelled. I had purchased the travel insurance when I booked. I have tried calling Expedia to cancel for over 24 hours and the phone numbers say the com6is experiencing technical difficulties or all agents busy. I got through several times but after being on hold for over an hour the line disconnected. I tried to chat online but I was told because I have travel insurance I need to speak to an agent which I can not reach. It tells me all agents busy to please call back. I need to speak to someone immediately. My hotel checkin day came and went and I still cant reach an agent. I did call hotel and they cancelled me on their end but said I still had to call Expedia. I want my refund and will never be booking with Expedia again. This is so frustrating and a waste of time causing undue stress.
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 youTell us why here...
I used this service to book a package to Las Vegas. I need to cancel the booking. I purchased the trip insurance which Expedia refers to as travel waiver. And I am unable to contact Expedia by phone or o. Line for 2 days. My trip is today and I am still not able to cancel. When I select the cancel options I receive response that I must call . The phone number listed states due to technical difficulties the call cannot be completed. When I attempt to use the chat option the response is all agents are busy try 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
I just cancelled my reservation for 3/20/20 - 3/22/20 to a hotel in *** Ohio (made on 2/1/20) because of a ban by president trump regarding family not being allowed into assisted living/retirement communities to see their relatives due to the corona virus (covid19). This was my only reason for making the hotel reservation so I could visit with my mother who is 79 years old. I realize I opted for the non-refundable price when making the reservation but the covid19 virus wasn't even known of at the time. Expedia needs to make allowances for emergencies like this. I have NO idea when the ban will be lifted so I'm not able to re-schedule at this time. I have tried to contact Expedia quite a lot but with NO outcome.
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: It is now almost 1 week after I was supposed to travel and the response I got back from Expedia didn't even mention that a refund would be in the making. I am not traveling within the next 72 hours (since I was supposed to travel last weekend, 3/20/20). I understand there are a lot of people trying to get a hold of Expedia at the moment. All I would like is an answer regarding receiving a refund. Yes or no? I am still unable to get through to Expedia (I try at least 3-4 times/day). Thank you.
Sincerely
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** T *** (Revdex.com case number *** regarding a
hotel reservation. Our records indicate/reflect a hotel booking at the *** Airport - Brookpark. We understand *** is requesting a refund. On March 13,2020 *** or someone
with access to the account canceled the hotel reservation. The hotel policy for
this reservation is non-refundable and in-case of any cancellations or changes, a
penalty equaling the full amount of the purchase price. The hotel has agreed to
waive the penalty and allow a refund.The amount of $207.36 and $9.00
has been refunded to the original form of payment. Please allow 3-7 business
days to process, or up to two billing cycles dependent on the financial institution. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have *** (***) and have been trying for 4 days (since the US has placed a travel band) to cancel my trip to NYC...I purchased the insurance waiver. I booked through Expedia.com. There phone message is to only call if u are within 7 days of travel or to cancel on line. I tried to go on line and cancel but because I purchased a package that includes Flight and hotel it doesnt allow your to cancel..You have to cancel by phone only...I have been calling for days all hours of the day and night.calls are dropped after waiting on hold for hours or the calls are dropped without being answered. (technical difficulties) I tried calling the airlines (***) with no problem answering but has to go through expedia and have called the hotel directly also state has to go through hotel...I just want a record that I have done everything in my power to cancel in a timely matter. On their facebook page there are many others complaining of the same issue.
Due to my lung issue and this Corono virus known to attack the lungs specifically it is best that I cancel. I was able to cancel other tours with no problem that I had prepaid including broadway..no problem...I am also booked with expedia flight and hotel in July for a trip to seattle for a cruise I have booked...I am hoping this also will not be a problem when the time comes to also cancel that if we have to ...Thank you for your help in this matter.
FYI :My refund is being processed...thank you
Thank you
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
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 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
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.
Given the current coronavirus, Canada has discouraged traveling to various places including the USA and the USA has declared a state of emergency. Expedia has failed to be transparent in a time where customers needed to make last minute decisions. Like many others, I have spent hours on hold over the course of three days trying to connect to a rep to issue a refund well within their 24 before departure cancelation. I have been met with unsuccessful connections after hearing the automated number or having the line disconnect/hang up after hours on hold. It is extremely frustrating. Airlines have released statements saying they are flexible and those that booked directly with them have had great service and refunds/changes were made. Unfortunately, because I went with Expedia, any changes must be made through them but the automated message directs you to the website, and the website directs you to phone. I am now less than 18 hours away from my flight that I can no longer go on (husband works in healthcare). We purchased our trip on March 8, three days before WHO declared it a pandemic. I understand that they are overwhelmed but this is ridiculous. They can't respond to our calls due to "system updates" and "technical difficulties" and yet new bookings can still be made. While the majority of us have not been successful, on social media there have been VERY few cases that were able to speak to someone and get a refund.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I purchased an vacation package through the site to Portugal this Sunday 3/15-3/25. After the president announces the travel ban, and I have been trying to reach Expedia for change/cancel for the trip. Every time I tried to do it online, it directed me to call them and request only be with live agent. However I kept calling all numbers, they will cut off the calls once connected. I know it’s not refundable, but I purchased the wavier with the vacation package together, which allows me to change or cancel once before the starting date of my trip. But I can’t do anything without talking to them. And they don’t answer calls, messages and I even tried twitter messages 10 times. They aren’t answering anyone. I tried to do that with the airline company and the hotel, they will not able to do anything because it has to go through Expedia.
I am surprised they aren’t helping their customers during this situation, and I don’t want to start my travel and being stuck there if coming home flight got cancel. I purchased the wavier together. It suppose to let me change once, but I can’t do anything because they aren’t responding. Please help! Thank you
March 31, 2020Revdex.com Alaska, 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 Ms. *** (Revdex.com case number
***) regarding her flight and hotel reservation.Our records indicate that on February 16,
2020, Ms.,
or an authorized user of their Expedia account, self-booked a flight and hotel
reservation for two travelers, using Expedia’s website, under itinerary
***. Travel was aboard *** Airlines, departing on March 15, 2020,
from San Francisco, CA, USA, to Lisbon, Portugal, returning on March 24, 2020.
The hotel stay was at ***, located in Lisbon,
Portugal, from March 16, 2020, to March 24, 2020. This reservation included the
Travel Protection Vacation Waiver.On March 7, 2020, Ms. contacted Expedia inquired
about changing her hotel portion of the reservation. An Expedia agent advised
her the hotel was non-refundable and we had to contact the hotel to see about
changing the reservation. Ms. decided to not change the reservation.Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On March 31, 2020, Expedia processed a refund in
the amount of $1,834.91, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Thank you,Michelle ***Corporate
Correspondence Team
I have reached out to Expedia for two days to cancel a trip due to *** being closed due to Corona Virus. I was told the first time I waited over an hour on hold to call back in 2 hours and the system would be back up. I Called back in two hours and waited another hour on hold and this time I was told to call back the next morning. I returned the call the next morning and was on hold yet another hour and was told to call back at 4. I did this and was on hold yet again for an hour and was told to call back in two hours. This was repeated at 6PM CST. This is a total of 5 hours to cancel a trip due to the destination being closed. Every time I call the Gold customer service line that give me another time delay to call them back. 5 hours on hold and I still do not have my issue fixed. I simply need to cancel my trip
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to the covid19 outbreak my trip to *** has been cancelled. The park is closed and the CA governor has placed many restrictions on the area. I have been trying to contacr Expedia via phone, forms, and chat for over 24 hours including the middle of the night. I had one return call from a wkman who said the system is down and then hung up. Literally all day their phones are “temporarily out of service” and the chat says all agents are busy. The website states flexibity in cancellations and also suggests I contact the hotel. I mads a 13 night hotel stay paid back in January. The hotel informed they would work with Expedia regarding my cancellation and refund. I cannot get a hold of anyone. I realize there is a national problem but there has to be a way to reach someone. I would like to have my $1,163.02 returned to me either by credit card or have the funds placed in my expedia account for future use. I have no control over this situation. President T has called this a national disaster. Expedia needs to be doing their part to assist customers through a very scary health and financial crisis.
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 appreciate the words offered by Expedia during this unprecedented time but unfortunately this response does not solve my problem. My vacation would have started on 3/18 and today is 3/25. I was forced to cancel the hotel reservation online and was not given the requested refund. I realize that the situation is going to take time but I would like this Revdex.com case to remain open until Expedia returns my $1,163.02. Thank you for your assistance in keeping Expedia aware of this situation. I look forward to hearing additional information and a credit to my credit card.
Sincerely
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records indicate/reflect a cancelled 13 night stay at
the “***” checking in on March 18,2020. We understand *** is requesting a refund.On March 16,2020 the hotel was
cancelled by *** or someone who has access to the account. The room accommodation
booked is non-refundable and cannot be changed without incurring full penalty equal
to the full amount of the booking. At this time the hotel is temporarily closed
and will re-open on April 5,2020. We will need to coordinate with the hotel to
get a refund request.Expedia will contact Jennifer
when we are able to reach the hotel.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
On March 16,2020 the hotel accommodations were cancelled by *** or someone who has access to the account. The room reservation is non-refundable and cannot be changed without incurring full penalty equal to the full amount of the booking. Expedia will need to receive approval from the property to release the funds to Miss ***. We have contacted the hotel via telephone, but unfortunately they are closed temporarily and will re-open April 5,2020. Expedia however has sent an email to *** requesting a refund. When we receive a response from the property, *** will be contacted via email.
Complaint: ***
I am rejecting this response because: I appreciate the information from Revdex.com and I have received email/voicemail
correspondence from Expedia stating that they are working on my claim. I would like to keep this claim open until a refund is granted. Due to these unpresidented times, the hotel I was going to stay at is closed (yet another reason why I believe a refund is in order regardless to the non-refund status Michael mentions. The hotel was not even open when I was originally planning to go on vacation. This is due to the coronavirus pandemic. Decisions to close were made by the CDC, executives, Govenors, and President T. I only cancelled the reservation because I could not reach anyone at Expedia to solve my problem prior to one day before my original expected arrival. Someone has my money and due to the pandemic and things out of my control, I am requesting my funds be returned. I appreciate all the help I have been receiving and look forward to hearing a positive refund response in the coming weeks. Thank you for your time.
***
Sincerely
I booked airline tickets prior to the coronavirus outbreak in the United States and my tickets were booked with *** Airlines which are refunding customers who directly booked with them. When calling the message states they honor what the airlines does. I spent an entire day of 3/13/2020 calling Expedia and calls dropped after hours on the phone and after another 2 hours I did speak with someone and he put me on hold to retrieve my itinerary for an hour when the call dropped. I am currently on hold a completing this complaint. I attempted to cancel my reservations on line but somehow my itinerary # is not enough numbers. Expedia is trying as a company to make this difficult and frustrating.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to Cornavirus my husband is at high risk and we are unable to travel. I have been unable to get ahold a rep to cancel & refund flight
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 hotel for a vacation in San Juan Puerto Rico for 03-17/20 to 03/22/20 through Expedia due to coronavirus I need to cancel my reservation, so far no luck, when I call they put me on long hold and then they hang up the phone. I need help to resolve this situation before this coming Tuesday.
Thank you in advance with any help you can provide me with this situation
Sincerely
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I've been attempting to contact Expedia to cancel my cruise. Each time there is either an excessively long hold time or a an option to leave your number for a call back. I've left my number four times for call backs each time I get a call back when I answer the call is instantaneously disconnected. I've sent multiple emails and no responses.
March 30, 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 Ms.
*** (Revdex.com case number ***) regarding a cruise reservation.Our records indicate that the cruise line related to Ms.
***’s reservation, ***, is currently not offering refunds for anyone
sailing beyond April 11, 2020. If the customer is to cancel, they will only be offered
***, and not a refund. If Ms. wishes to make changes to
her booking, we ask that she contacts our Cruise department for further
assistance. 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.This can be a confusing and stressful moment for
travelers, and we understand their need for timely answers and assistance. Know
that we are working together with our travel partners, 24 hours a day, seven
days a week, to assist all our customers. We 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