As many others, it is clearly impossible to reach Expedia to modify, cancel or be refund for a flight. My flight is on April 1st, April 3rd and April 15th. I have been calling all day (for about 3 days now), and I continuously keep getting hung up on/ or keep receiving the technical error message. I’ve also tried the app, and cancelation form. When I found a number that worked, I waited on hold onto the about 3 hours of the morning only to be disconnected.
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.
booked a vacation cruise
unable to cancel within 24 hours to get a full refund
due to corona virus issues with lots of people calling I spent 6 hours trying to get to speak to them on phone no success
I was unable to cancel on there web site
I used chat and chat people were not able to cancel (it took me 40 minutes to get an expedia agent on chat)
they gave me a phone number for cruise support issues . I called and was on hold for almost 2 hours .
Got a REAL person who said system down . call again tomorow ..... I needed to cancel within 24 hours to get full refund ??
I asked them to write down my itinerary number name and email and cancel when system was back !
He answered ." we are not allowed paper and pen " ?????????????????? what a way to treat customers
I will NEVER use Expedia again .........................
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.
We need to cancel reservations and determine refund/credits available due to COVID-19 travel restrictions. Expedia has lock us out of online account, and is not answering any of their 5 customer support numbers we were able to find, nor their online chat. The travel is scheduled in the next 2 days and must be handled now.
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 travel insurance on their website when booking a trip that states that in case of a cancellation, my trip would be 100% refunded. They are now refusing to honor this insurance.
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 Mr.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on March 4,
2020, Mr., or an authorized user of his Expedia account, self-booked a
nonrefundable hotel reservation with a Hotel Booking Protection using Expedia’s
website, under itinerary ***. The accommodations were with ***, Irvington, NJ, for a check in on March 16, 2020, and
a check out on March 20, 2020. The Hotel Booking Protection is with ***.
We understand Mr. is requesting a refund of his booking.Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which
were agreed to by Mr. at the time of booking, expressly state:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Furthermore, Mr. accepted the hotel’s cancellation and
change policy, as follows:The room type and rate selected are
non-refundable. Should you change or cancel this reservation for any reason,
your payment will not be refunded.Based on the information provided above, Expedia is unable to
honor the customer’s refund request.In respect to the Hotel Booking Protection purchased with the
reservation, Mr. needs to reach out to *** and open a claim
per the provided process. Any compensation will be based on his protection
coverage and within the discretion of ***.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Mar 30, 2020
Complaint: ***
I am rejecting this response because:
The user interface of Expedia's website was extremely misleading. Upon reserving the hotel through the website, it advertised that the travel insurance would cover cancellation which was not the case.
Expedia failed to clearly inform me that the insurance would not cover cancellation. Had I known that, I would not have booked with that hotel.
Instead the user interface wrongly led me to believe that my trip would be covered.
I booked a room in Washington DC for a class I had to attend for work on February 17 for travel on March 21-28. I received a call yesterday (03-12-2020) that the class, as well as most everything in Washington was closing due to the Coronavirus. I attempted to contact Expedia thru every means possible. Every phone number they had listed had a recording stating they were having technical difficulties and try again later. A few times I tried agents advised me to call back in 4 hours. I did. This morning my phone has rang off the hook from Expedia. They are calling me yet accuse me of initiating the call. They tell me they can do nothing to help me and again call back in 4 hours. I can’t think of a more worthy complaint than this. Basically, I’m going to end up losing $1990 for something I can’t use.Expedias website says they follow the policies of the hotel and Hilton has issued a statement saying they are refunding those who are unable to travel due to COVID-19.
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 through Expedia.com for March 14 2020 and bought the hotel protection just incase I needed to cancel last minute. The hotel room I booked is located in NYC, Manhattan. Due to the corona virus NYC is in a State of Emergency and I no longer can go there. Expedia will not refund me my money for the hotel room even though I bought the room protection. I want a refund from Expedia.com and no one will call me 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.
I booked with expedia my flight from Cairo to Montreal. I tried from yrsterday day to change my outbound with a cost of $ 300.
on the fourth attempt it went through. few second later it confirmed the change with cost $2100.
the cost of my original ticket is $500 and if I will book new one with Lufthansa or simillar will be less than $1000.
I am stck in Egypt. I called them and I was on hold until my credit is finished. I sent them Email authorise my wife to cancel or to keep it with the price of the change I found. my wife is for 3 hours on hold and we have kids.
find below a copy from my email to [email protected]
Urgent itinerary ***
*** <***>
06:06 (2 hours ago)
to help
Good day,
I just did change to my outbound flight for itinerar ***
the change fees washowing 299$ when I confirmed the price changed to $2,197.95
I give my wife *** the authorization to cancel it.
I am in Egypt and I can not reach you.
Thank you
Expedia.com Response
• Mar 30, 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 flight booking for itinerary ***.Our records indicate/reflect a flight booking from Cairo to Montreal. We
understand (Mr. is requesting for a refund of $2000 for a change that
occurred. The amount to make a change should have been $299. Our records show a change of dates for the outbound portion made on March 13
from April 6,2020 to March 22, 2020. The amount that was charged for the change
was $2197.95. We do show a cancelled charge of $299.71 during this time. Expedia has refunded the amount of $1898.24 for the difference. 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
• Mar 30, 2020
Complaint: ***
I am rejecting this response because:
Expedia put me under very stressfull time while I am trying to change my outbound.They gave false informations. it was showing the fees for the exchange cost $299 and they charge me $2000 for glich in system. It cost me a lot of money trying to make calls to reach them to cancel within 24 hours and I never reach any body and thier system was down.
You can imagine the stress I went through it that airport will shut down in Egypt and I need to go back home for my wife and kids.
I did not know if I have new booking or not and thier system send me that the flight of April 6 still on.
I booked a new ticket with new price with lufthansa.
At this time while the world facing the COVID 19 Pandemic they try to make money instead of helping.
kindly find attachement that it shows the original booking cost me $520 and they charge me $ 2000 for change outbound that *** cancelled. I booke new flight with Lufthansa with cost $ 770. it means I paid $250 more to have new ticket if we compare or match price for the old one that I booked with expedia
Now they charge cancellation fee with $300 while no fee for 24 hour or other meaning they charge me tha change fee that was showing in the beginning but the flight already cancelled.
actually I am asking for full refund of the change fee, and the original price of the ticket $520 because there is no flight even on April 6.
Sincerely
Expedia.com Response
• Apr 07, 2020
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from ***
***
(Revdex.com case number ***). We
regret to hear Mr. did not accept our response and/or resolution offered.
We have reviewed the documentation Mr.
provided to further address his concerns.
Mr. received an email confirmation with the new dates he
agreed to for March 22, and our records show Mr. opening the
confirmation email a total of six times from March 13. The flights are currently
confirmed to return September 16, 2020.
The refund of $1898.24 was processed per customers request in lieu
of cancelling the exchange as it was past the void window. Expedia has processed
the difference from the amount charged of $2197.95, to the amount originally
quoted of $299.71.
At this time Expedia will not be able to provide any further
compensation.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 07, 2020
Complaint: ***
I am rejecting this response because:
I believe they admited that their system quoted me $1898.24 more than the original quotation which was $299.71.
they refund me this amount but the problem was I could not reach any body to cancel or voide the exchange, it is true the system sent confirmation but I was in need to voide it within 24 hours for free because it was clear it is glich and system is down.
As per document I sent. *** cancelled the first leg and Airpot locked down.
No flight on the 22 of March. even no flight on 6 April and no body know about September.
kindly I need full refund for the exchange and the original ticket.
PS. I worked as senior consultant for ticketing online companies and I have a full picture and understanding of the situation. the reason I sent Revdex.com because I was resposible to handle the Revdex.com Complaints.
So the Agent who resposible about my case in expedia. your system was down and their was a glich in pricing and avoiding, could not reach you to voide it within 24 hours. I sent you on facebook on [email protected] no answer. Plus there is no flight on 22 March from Egypt
Thank you
I insist for full refund as it is my right and it is their fault.
Understanding the issue with the Coronavirus and the high call volume.I still do not see a reason for me to have been attempting to change my flight take me16 hours total time and spk with 5 CSRs. I began attempting to contact someone to assist me with changing my travel plans that were in 48 hours at 7:30 am 3/12/2020. I kept getting a recording stating they were experiencing technical difficulties and the call would disconnect. When I finally would get someone the representative would advise me that "they were having system issues to call back in 2 hours". This started at 1:30. I called back in 2 hours once again told to call back in 2 hours. Called again this time I did not accept the calling back in 2 hours I requested a supervisor. Transferred to Elijah who was able to pull up all my itinerary.Advises me he needs to research but did pull up all my info. Puts me on hold call drops he calls me back puts me on hold again call drops no call back. I call again am advised 2 hour call back advised rep Kim need to spk w/supervisor who transfers to "supervisor" Kim who advised me cannot see my itinerary system issues. Req corporate spk w/*** who is able to pull up my itinerary and make the changes. *** advises I need to pay addtl $20 per person to change due to the flight price. I searched and found tickets for cheaper than the $1100 I advised *** who responded I was searching for new booking it's different pricing for changing. Advised *** that did not make sense but I paid because at this time I was on the phone for 4 hours almost 2 of those w/***. That is not an acceptable answer why would the price be so much more than if I was attempting to book on my own. It was a $400 difference. If the airline waiving all the fees and she needed to contact airline to get approval code then I don't understand why the ticket pricing would be so much more. I was willing to take a loss understandably but not to have to pay anything additional.
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 book round trip tickets through Expedia.com from *** to *** for March 24th, But *** has canceled many trips from Miami to *** due to the coronavirus.
I contacted via email Expedia .com several days ago to cancel my trip due to this fortuitous situation. They want me to contact the airlines that they used to book my trip. I don't think that this is fair since I book my trip with Expedia.com They are the ones who need to be responsible and not the airlines. At this point, I have not been able to speak with anyone because of the airline dont answer the phone. I spent 3 hours in hold and they hang up the phone.
Expedia.com must hold responsibility in any purchase because when the customers pay for the tickets, they pay through the platform.
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 have not hear from them and I am looking to get a full refund..
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline reservation.
Our records show on March 4, 2020, Mr. self-booked a flight reservation via itinerary *** for a trip date starting on March 24, 2020. We understand from Mr.’s complaint, they would like to be refunded since they were unable to travel due to Covid-19.
Upon researching the customer’s complaint, we can see that the airline has provided flight credit. The airline must offer the customer a replacement flight or a refund. In this case the airline did offer flight credit. When the customer is ready to rebook they may contact Expedia.com. The tickets must be rebooked before December 31st, 2020.
Expedia’s goal is to provide an exceptional customer experience. As you may know Expedia is a third party intermediary and as such we must follow the vendor’s rules. Furthermore, before a customer completes payment on our site, they are provided with the Terms of Use, which Mr. accepted. A portion of the terms are provided below and may provide additional useful information in this case.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Mr. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a flight with expedia with a guarantee of 24hour free cancellation on 11 March 2020. Expedia itinerary number: ***. I changed my mind in 12 hours and tried to cancel, but it showed me a message that the flight cannot be refunded due to website issues. I tried calling on their Toll Free number, it was the same message. Via App it showed me the same message that they are experiencing some website issues. In morning I waitied on their toll free for 2 hours, but no one responded and I passed the 24 hour time limit. Its not my fault if the website was not working or they had some issues on their end. Now I cannot cancel, my airline is not listed on their refund form, no one is answering the toll free number? where else can I go :(
Expedia.com Response
• Mar 30, 2020
March 30, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department
RE: Expedia Case # ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation.
Our records indicate that on March 10, 2020, Mr., or an authorized user of the Expedia account, Self-booked a One-way flight reservation for two travelers, under itinerary ***. Travel was aboard ***, departing on June 5, 2020, from Dammam, Saudi Arabia, to Lahore, Pakistan. We understand Mr. is requesting to cancel and refund his flight reservation.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers.On March 30, 2020, Expedia cancelled itinerary *** and initiated the process of the refund through *** for $355.08. *** charges a cancellation fee of $53.19 per traveler, totaling $106.38.Expedia regrets Mr.’s experience when attempting to cancel his reservation online and while contacting Expedia’s customer service center was not as we would have hoped, and as a courtesy, processed a one-time refund in the amount of $106.38 to the original form of payment for the cancellation fee.
These refunds can take up to two billing cycles to process completely.
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, Michelle ***Corporate Correspondence Team
Customer Response
• Mar 31, 2020
Dear Sir:
First of all I don't accept the payment which is refunded
Secondly it was not my mistake, since I tried to refund within 24 hours when I heard of possible cancellation of flights, but Expedia website was down
Technical issues of website, cannot be charged against me?
I tried calling on both numbers via skype and website but no one responded even after waiting for an hour or so. {evidence attached}
I tried to use the mobile app and website, both were showing technical issue page {evidence attached}
Lastly, globally all flights, especially originating from Saudi Arabia to Pakistan are cancelled, the airline would have refunded me 100% in this scenario, whereas Expedia took the initiative without consulting me or seeking my approval.
Its so unfair to claim for "Free Cancellation in 24hr hours", and then don't answer the calls, or not leaving an email address to reach. My request for refund was and is of 100% which I totally deserve.
The customer service is out of service and I have to travel on Sunday. They have published in their on website that they have problem but no body knows when are going to be back. Is publicly know that all travel is prohibited to Europe by the Corina virus.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 26, 2020
Complaint: ***
I am rejecting this response because: Still have no had any type of communication from Expedia or be able to do it by the system the cancellation and the refund
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020Revdex.comChicago & N. Illinois Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a refund of his flight due to the Coronavirus outbreak.
Our records indicate that on January 14, 2020, Mr., or an authorized user of his Expedia’s account, self-booked a package reservation using Expedia’s
website, under itinerary *** for a total of six travelers. Travel on *** Airlines leaving from San Juan, Puerto Rico on March 15, 2020. Check-in at
the ***
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and
must adhere to them. Expedia works using a live system which means that rates and availability are subject to change at any time however, once a purchase is
completed on our website our customers are locked into the rate and the rules and regulations they booked and agreed to.
Therefore, due to the Coronavirus outbreak *** Airlines have allowed to waive the change fees associated with Mr.’s flights which states:
•There will be no change fees for Travel February 25, 2020 through May 31, 2020.
•New travel must be reissued by December 31, 2021. A fare difference may apply to your new itinerary.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
I have been trying for 3 days to contact them to cancel my hotel reservation due to coronavirus outbreak and not flying to Florida anymore.
Calling number and I get a message stating they have technical issues for the last 3 days. I purchased travel insurance and want a refund but can’t speak to anyone.
Customer Response
• Mar 17, 2020
Hello, I wanted to let you know I was able to get through to Expedia and receive a refund. You can stop my complaint. Thank you
Due to the Coronovirus, *** has closed and we purchased a trip through Expedia. We are unable to contact them. We purchased the travel insurance.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 26, 2020
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. Please remove my complaint if possible, they have resolved the issue and granted the circumstances I appreciate that they were able to.
I have a reservation a month away for a hotel. It was prepaid. I bought a travel protection plan with this. This booking was originally deemed "nonrefundable" because it was last room hotel booking. Due to corona virus, the conference I was supposed to attend has been cancelled. Consequently there is NO need for the hotel room. Expedia CANNOT be reached to resolve this dispute. They have shut their phones, not accepting any emails or complaints. They are just trying to run with my money. This is total FRAUD.
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, as of today has acknowledged unavoidable cancellation and promised to refund my money in full.
I appreciate your attention in this matter. I am sure the totality of the experience has allowed Expedia to do the right thing in current times.
Booked a flight and hotel via Expedia on January 25, 2020 to attend a hockey game in Phoenix and purchased the travel insurance. Game was cancelled due to Coronavirus concerns and fear over public health/contamination. Despite numerous attempts over several days to contact Expedia regarding refund, which is clearly marked in the Vacation Waiver (followed procedure given), the phone went straight to message about technical difficulties. This is sly way to avoid the obligation by Expedia. When I contacted *** Airlines directly, they were proper and genuine enough to call me back. When I contacted the hotel directly, they were apologetic, yet clear that I needed to contact Expedia due to a third-party booking. Why can't this be the same with Expedia? It is a chickenhearted attempt to avoid the refund and neglect their obligation. I respectfully request that Expedia follow their own policy and refund my money for the hotel. I understand the airlines policy and *** and I did work out an agreement. Satisfied and rather impressed on how they handled this 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
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.
My daughter was attending a conference which was cancelled due to Governor ***'s announcement involving events with over 200 in attendance. The hotel told her she needed to contact Expedia for a refund because we did not make reservations directly with them. We have been trying to reach Expedia since March 12th to cancel her last night at the hotel. Expedia's call back consist of informing us that they are busy right now and to call back later. We have call back 3 times already. Their latest call back was at 5:11 am (pst) to once again leave a message that they are too busy. We are seeking a refund 1 nights stay that was not used. They also need to update their policy regarding when to return calls and ensure calls offer a solution not simply call back to check off that you returned a call.
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 hotel reservation. Our records indicate that on March 22, 2020, Expedia
issued a refund of $186.06 for the unused night of the reservation in question,
back to the original form of payment. The time it takes for the customer to
receive the refund depends on their banking institution, generally within 5-7
business days.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Mar 31, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I will check my bank account to ensure funds were returned. Thank you for you assistance on this matter.
Sincerely
Expedia.com Response
• May 11, 2020
May 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding the delay of her hotel booking’s
refund.We apologize for the delay in Ms.’s receipt of her
refund. Due to the extraordinary amount of transactions being processed in
relation to COVID-19, the normal processing times of 5-7 business days have
been extended. We can confirm the refund was initiated on March 22, 2020,
processed through Expedia on April 6, 2020, and is currently in a Bank
Processing status. We encourage Ms. to contact her banking institution for
a possible update and appreciate her patience during this unprecedented circumstance.We thank you for allowing us
the opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• May 12, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, The refund was received and I notified the Revdex.com of that fact. There is no action to be taken by Expedia.com at this time.
I have called regarding my need to cancel my flight due to the COVID-19 pandemic. Expedia advised me they will cancel my ticket for a full refund which includes the ticket fee and the insurance. They never refunded me the amount and it has been a few days.
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 called, I got a person on the phone and they hung up on me and refused to help me. This is unprofessional and wrong! My airlines canceled all trips until April 9 and my travel date is April 3. They need to do what is right and cancel my ticket. They should never get away with hanging up on me. That is a lack of professionalism
Sincerely
Expedia.com Response
• Apr 01, 2020
April 1, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
On January 15, 2020, Ms. self-booked a flight reservation for travel from April 3 to April 19, 2020. The total amount Ms. paid for the reservation was $1070.55. Ms. has requested to cancel the reservation and be fully the refunded the total amount paid.
Upon researching Ms.’s complaint, I reviewed the cancellation policy provided on the airlines website. The policy mentions tickets are refundable if any travel was to be from February 22nd to April 30th, 2020. Since travel is within the dates provided by the airline, the airlines has authorized a full refund. I have now submitted a request on the airlines website for a full refund. Typically a refund may take 1-4 weeks. The time it takes for the refund to appear on Ms.’s account also depends on her financial institution.
We do regret any inconvenience Ms. has encountered in resolving this matter. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel ***
Corporate Customer Support
Customer Response
• Apr 07, 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.
Hotel Cancellation because of National Emergency on Coronavirus:
It is impossible to get an answer from Expedia. You can't even leave a review on their website about their terrible service
Hotel doesn't want to take responsibility for the booking
The hotel gave me Hotels.com as my contact but I booked the hotel through Expedia
I think it is wrong they are keeping your money under the circumstances
They accepted my cancellation saying that it is not refundable
You can't get in contact with them. Email says that you have to contact the right department and send me website information
Expedia doesn't allow you to leave a message on their website
They are not answering phone calls
Online Chat is telling to try again because agents are busy and I got tired of trying
I booked a RT ticket from Eugene Oregon to San Diego California departing Saturday March 21, 2020 and returning Tuesday March 24, 2020. I asked for a round-trip fare, booked the entire trip at the same time, used the flights suggested by Expedia and completed the purchase. The conference that my CIO was going to San Diego for was canceled due to the Cornoavirus COVID-19. The conference has been rescheduled but when I called the airline to see if they would rebook the flights without charging the change fee I was told no they would not. I then asked what the change fee would be. I was told it would be $125 for a round-trip ticket. I was considerably shocked when I looked at my booking through Expedia and found that they booked two one-way tickets! (Remember I specifically requested a RT flight schedule and fare) Now I'm on the hook for TWO change fees because of Expedia's deplorable business practice of making the customer believe they are buying a RT ticket only to create two one-way tickets. Furthermore, I booked a hotel with this reservation and have no idea how to get that money back of if I ever will.
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: They simply skirted around the complaint and blamed the fall out of the COVID-19 virus. I did in fact get a refund because it was mandated due to travel restrictions. The complaint I have is that Expedia issues 2 one-way tickets even though a customer asks for a round-trip, books both outbound and return flights at the same time based on the flights Expedia offers during the booking and they do this each and every time someone books a trip with them. This is NOT good business practice and it is not fully - or even in the least - explained and the customer is not warned that Expedia is turning your round-trip purchase into 2 one-way tickets.
That is what Expedia needs to address in this complaint and stop crying about how busy they are. If they keep up this bait and switch practice...they won't have to worry about being busy much longer - no one should use this joke of a company to book any more travel until Expedia makes some serious changes in their business practices.
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020Revdex.comChicago & N. Illinois 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 a flight reservation. We understand Ms.
is requesting a waiver of her change fees of her flight due to the Coronavirus outbreak.
Our records indicate that on February 21, 2020, Ms. ***, or an authorized user of his Expedia’s account, self-booked a combined one-way reservation
using Expedia’s website, under itinerary *** Travel on *** leaving from Eugene, Oregon to San Diego, California on March 21, 2020
returning March 24, 2020.
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and
must adhere to them. Expedia works using a live system which means that rates and availability are subject to change at any time however, once a purchase is
completed on our website our customers are locked into the rate and the rules and regulations they booked and agreed to.
Ms. agreed to a combined one-way fare which allows her to have two separate tickets one for the departure and one for the return. Each ticket carries
it’s own fare rules which was advised prior to completing the booking.
Therefore, due to the Coronavirus outbreak *** have allowed to waive the change fees associated with Ms.’s flights which states:
•There will be no change or cancellation fees for Travel through March 31, 2020, regardless of purchase date.•New travel must be completed by February 28, 2021. A fare difference may apply to your new itinerary.While we regret that Ms. experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Apr 07, 2020
Complaint: ***
I am rejecting this response because:
Again Exedia is skirting the fact that they have a bait and switch practice that should be stopped. When I booked the trip in question I requested a RT fare by clicking RT in the selection process. Expedia "chose" to make the reservation two one-way tickets - this is not what I was led to believe in my booking selection - I wanted, requested and was clearly under the understanding that I was booking a RT and NOT 2 one way tickets.
The problem with this bait and switch tactic is that the customer - being unaware that the requested RT was turned into two one-way tickets by nobody other than Expedia itself - is then liable for 2 cancelation penalties should the need to cancel arise. If Expedia were to book the trip as a RT which is what I - the customer - requested there would only be one cancelation penalty.
I'm VERY well aware that the airlines set their penalties and Expedia has nothing to do with those...Expedia definitely has everything to do with booking two one-way tickets when the customer requests a RT fare. Again, if Expedia would book a RT when a RT is requested and not two OW tickets then this complaint would not have been lodged.
Yes, I have canceled the reservation and have a credit for the two OW tickets - however - I now have to book two OW tickets to be able to use the credit. Two OW tickets are going to be much more expense than one RT ticket. Again, my complaint with Expedia is taking a RT request and booking two OW tickets not facing the penalties posed by an airline.
Expedia needs to stop their bait and switch tactic of taking a customer's request for a RT fare and turning it into two OW tickets without announcing this fact prior to completing the booking especially since obviously is not allowed to complete a RT booking.
I was set to travel to New York City 3/13-3/15 from Chicago. I booked a trip for myself as well as another adult a little over a month ago, before the coronavirus became an epidemic in America. We were concerned in the recent days that everything would be cancelled, but we were ready to grin and bear it no matter what. Early this morning, we were getting alerts that we were being refunded on almost every booking outside of expedia due to the virus - ie. Broadway completely closing down all theaters until further notice. We decided to cancel early this morning, seeing that we purchased a vacation waiver for refunds just in case. I tried calling in the early morning and would wait on hold for over an hour and then randomly the phone would hang up on me. I have been trying for hours into the late afternoon and now Expedia's site is down. I was informed that in order to have the vacation waiver purchased be valid when cancelling, that I would have to contact customer service directly. I have no way to prove to my credit card company that I have made contact and put in immense effort to resolve this seeing that I cannot get in contact with anyone whatsoever. I have no idea what to do here. I understand this is a common thing occurring right now due to the coronavirus, but I am extremely concerned that Expedia will not honor our purchase at all. They should have been prepared for this.
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.
As many others, it is clearly impossible to reach Expedia to modify, cancel or be refund for a flight. My flight is on April 1st, April 3rd and April 15th. I have been calling all day (for about 3 days now), and I continuously keep getting hung up on/ or keep receiving the technical error message. I’ve also tried the app, and cancelation form. When I found a number that worked, I waited on hold onto the about 3 hours of the morning only to be disconnected.
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
booked a vacation cruise
unable to cancel within 24 hours to get a full refund
due to corona virus issues with lots of people calling I spent 6 hours trying to get to speak to them on phone no success
I was unable to cancel on there web site
I used chat and chat people were not able to cancel (it took me 40 minutes to get an expedia agent on chat)
they gave me a phone number for cruise support issues . I called and was on hold for almost 2 hours .
Got a REAL person who said system down . call again tomorow ..... I needed to cancel within 24 hours to get full refund ??
I asked them to write down my itinerary number name and email and cancel when system was back !
He answered ." we are not allowed paper and pen " ?????????????????? what a way to treat customers
I will NEVER use Expedia again .........................
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
We need to cancel reservations and determine refund/credits available due to COVID-19 travel restrictions. Expedia has lock us out of online account, and is not answering any of their 5 customer support numbers we were able to find, nor their online chat. The travel is scheduled in the next 2 days and must be handled now.
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 travel insurance on their website when booking a trip that states that in case of a cancellation, my trip would be 100% refunded. They are now refusing to honor this insurance.
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 Mr.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on March 4,
2020, Mr., or an authorized user of his Expedia account, self-booked a
nonrefundable hotel reservation with a Hotel Booking Protection using Expedia’s
website, under itinerary ***. The accommodations were with ***, Irvington, NJ, for a check in on March 16, 2020, and
a check out on March 20, 2020. The Hotel Booking Protection is with ***.
We understand Mr. is requesting a refund of his booking.Please note that Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which
were agreed to by Mr. at the time of booking, expressly state:The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.Furthermore, Mr. accepted the hotel’s cancellation and
change policy, as follows:The room type and rate selected are
non-refundable. Should you change or cancel this reservation for any reason,
your payment will not be refunded.Based on the information provided above, Expedia is unable to
honor the customer’s refund request.In respect to the Hotel Booking Protection purchased with the
reservation, Mr. needs to reach out to *** and open a claim
per the provided process. Any compensation will be based on his protection
coverage and within the discretion of ***.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The user interface of Expedia's website was extremely misleading. Upon reserving the hotel through the website, it advertised that the travel insurance would cover cancellation which was not the case.
Expedia failed to clearly inform me that the insurance would not cover cancellation. Had I known that, I would not have booked with that hotel.
Instead the user interface wrongly led me to believe that my trip would be covered.
Sincerely
I booked a room in Washington DC for a class I had to attend for work on February 17 for travel on March 21-28. I received a call yesterday (03-12-2020) that the class, as well as most everything in Washington was closing due to the Coronavirus. I attempted to contact Expedia thru every means possible. Every phone number they had listed had a recording stating they were having technical difficulties and try again later. A few times I tried agents advised me to call back in 4 hours. I did. This morning my phone has rang off the hook from Expedia. They are calling me yet accuse me of initiating the call. They tell me they can do nothing to help me and again call back in 4 hours. I can’t think of a more worthy complaint than this. Basically, I’m going to end up losing $1990 for something I can’t use.Expedias website says they follow the policies of the hotel and Hilton has issued a statement saying they are refunding those who are unable to travel due to COVID-19.
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 through Expedia.com for March 14 2020 and bought the hotel protection just incase I needed to cancel last minute. The hotel room I booked is located in NYC, Manhattan. Due to the corona virus NYC is in a State of Emergency and I no longer can go there. Expedia will not refund me my money for the hotel room even though I bought the room protection. I want a refund from Expedia.com and no one will call me 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 booked with expedia my flight from Cairo to Montreal. I tried from yrsterday day to change my outbound with a cost of $ 300.
on the fourth attempt it went through. few second later it confirmed the change with cost $2100.
the cost of my original ticket is $500 and if I will book new one with Lufthansa or simillar will be less than $1000.
I am stck in Egypt. I called them and I was on hold until my credit is finished. I sent them Email authorise my wife to cancel or to keep it with the price of the change I found. my wife is for 3 hours on hold and we have kids.
find below a copy from my email to [email protected]
Urgent itinerary ***
*** <***>
06:06 (2 hours ago)
to help
Good day,
I just did change to my outbound flight for itinerar ***
the change fees washowing 299$ when I confirmed the price changed to $2,197.95
I give my wife *** the authorization to cancel it.
I am in Egypt and I can not reach you.
Thank you
Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***
*** (Revdex.com case number *** regarding a flight booking for itinerary ***.Our records indicate/reflect a flight booking from Cairo to Montreal. We
understand (Mr. is requesting for a refund of $2000 for a change that
occurred. The amount to make a change should have been $299. Our records show a change of dates for the outbound portion made on March 13
from April 6,2020 to March 22, 2020. The amount that was charged for the change
was $2197.95. We do show a cancelled charge of $299.71 during this time. Expedia has refunded the amount of $1898.24 for the difference. We thank you for allowing us the opportunity to address the issues brought
to our attention. If you have any further questions or concerns regarding this
matter, please feel free to contact us. Sincerely, Michael ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia put me under very stressfull time while I am trying to change my outbound.They gave false informations. it was showing the fees for the exchange cost $299 and they charge me $2000 for glich in system. It cost me a lot of money trying to make calls to reach them to cancel within 24 hours and I never reach any body and thier system was down.
You can imagine the stress I went through it that airport will shut down in Egypt and I need to go back home for my wife and kids.
I did not know if I have new booking or not and thier system send me that the flight of April 6 still on.
I booked a new ticket with new price with lufthansa.
At this time while the world facing the COVID 19 Pandemic they try to make money instead of helping.
kindly find attachement that it shows the original booking cost me $520 and they charge me $ 2000 for change outbound that *** cancelled. I booke new flight with Lufthansa with cost $ 770. it means I paid $250 more to have new ticket if we compare or match price for the old one that I booked with expedia
Now they charge cancellation fee with $300 while no fee for 24 hour or other meaning they charge me tha change fee that was showing in the beginning but the flight already cancelled.
actually I am asking for full refund of the change fee, and the original price of the ticket $520 because there is no flight even on April 6.
Sincerely
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from ***
***
(Revdex.com case number ***). We
regret to hear Mr. did not accept our response and/or resolution offered.
We have reviewed the documentation Mr.
provided to further address his concerns.
Mr. received an email confirmation with the new dates he
agreed to for March 22, and our records show Mr. opening the
confirmation email a total of six times from March 13. The flights are currently
confirmed to return September 16, 2020.
The refund of $1898.24 was processed per customers request in lieu
of cancelling the exchange as it was past the void window. Expedia has processed
the difference from the amount charged of $2197.95, to the amount originally
quoted of $299.71.
At this time Expedia will not be able to provide any further
compensation.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I believe they admited that their system quoted me $1898.24 more than the original quotation which was $299.71.
they refund me this amount but the problem was I could not reach any body to cancel or voide the exchange, it is true the system sent confirmation but I was in need to voide it within 24 hours for free because it was clear it is glich and system is down.
As per document I sent. *** cancelled the first leg and Airpot locked down.
No flight on the 22 of March. even no flight on 6 April and no body know about September.
kindly I need full refund for the exchange and the original ticket.
PS. I worked as senior consultant for ticketing online companies and I have a full picture and understanding of the situation. the reason I sent Revdex.com because I was resposible to handle the Revdex.com Complaints.
So the Agent who resposible about my case in expedia. your system was down and their was a glich in pricing and avoiding, could not reach you to voide it within 24 hours. I sent you on facebook on [email protected] no answer. Plus there is no flight on 22 March from Egypt
Thank you
I insist for full refund as it is my right and it is their fault.
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
Understanding the issue with the Coronavirus and the high call volume.I still do not see a reason for me to have been attempting to change my flight take me16 hours total time and spk with 5 CSRs. I began attempting to contact someone to assist me with changing my travel plans that were in 48 hours at 7:30 am 3/12/2020. I kept getting a recording stating they were experiencing technical difficulties and the call would disconnect. When I finally would get someone the representative would advise me that "they were having system issues to call back in 2 hours". This started at 1:30. I called back in 2 hours once again told to call back in 2 hours. Called again this time I did not accept the calling back in 2 hours I requested a supervisor. Transferred to Elijah who was able to pull up all my itinerary.Advises me he needs to research but did pull up all my info. Puts me on hold call drops he calls me back puts me on hold again call drops no call back. I call again am advised 2 hour call back advised rep Kim need to spk w/supervisor who transfers to "supervisor" Kim who advised me cannot see my itinerary system issues. Req corporate spk w/*** who is able to pull up my itinerary and make the changes. *** advises I need to pay addtl $20 per person to change due to the flight price. I searched and found tickets for cheaper than the $1100 I advised *** who responded I was searching for new booking it's different pricing for changing. Advised *** that did not make sense but I paid because at this time I was on the phone for 4 hours almost 2 of those w/***. That is not an acceptable answer why would the price be so much more than if I was attempting to book on my own. It was a $400 difference. If the airline waiving all the fees and she needed to contact airline to get approval code then I don't understand why the ticket pricing would be so much more. I was willing to take a loss understandably but not to have to pay anything additional.
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 book round trip tickets through Expedia.com from *** to *** for March 24th, But *** has canceled many trips from Miami to *** due to the coronavirus.
I contacted via email Expedia .com several days ago to cancel my trip due to this fortuitous situation. They want me to contact the airlines that they used to book my trip. I don't think that this is fair since I book my trip with Expedia.com They are the ones who need to be responsible and not the airlines. At this point, I have not been able to speak with anyone because of the airline dont answer the phone. I spent 3 hours in hold and they hang up the phone.
Expedia.com must hold responsibility in any purchase because when the customers pay for the tickets, they pay through the platform.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because I have not hear from them and I am looking to get a full refund..
Sincerely
April 2, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline reservation.
Our records show on March 4, 2020, Mr. self-booked a flight reservation via itinerary *** for a trip date starting on March 24, 2020. We understand from Mr.’s complaint, they would like to be refunded since they were unable to travel due to Covid-19.
Upon researching the customer’s complaint, we can see that the airline has provided flight credit. The airline must offer the customer a replacement flight or a refund. In this case the airline did offer flight credit. When the customer is ready to rebook they may contact Expedia.com. The tickets must be rebooked before December 31st, 2020.
Expedia’s goal is to provide an exceptional customer experience. As you may know Expedia is a third party intermediary and as such we must follow the vendor’s rules. Furthermore, before a customer completes payment on our site, they are provided with the Terms of Use, which Mr. accepted. A portion of the terms are provided below and may provide additional useful information in this case.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Mr. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
*** Customer Correspondence Team
I booked a flight with expedia with a guarantee of 24hour free cancellation on 11 March 2020. Expedia itinerary number: ***. I changed my mind in 12 hours and tried to cancel, but it showed me a message that the flight cannot be refunded due to website issues. I tried calling on their Toll Free number, it was the same message. Via App it showed me the same message that they are experiencing some website issues. In morning I waitied on their toll free for 2 hours, but no one responded and I passed the 24 hour time limit. Its not my fault if the website was not working or they had some issues on their end. Now I cannot cancel, my airline is not listed on their refund form, no one is answering the toll free number? where else can I go :(
March 30, 2020
Revdex.com Alaska, Oregon & Western Washington Complaint Department
RE: Expedia Case # ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his flight reservation.
Our records indicate that on March 10, 2020, Mr., or an authorized user of the Expedia account, Self-booked a One-way flight reservation for two travelers, under itinerary ***. Travel was aboard ***, departing on June 5, 2020, from Dammam, Saudi Arabia, to Lahore, Pakistan. We understand Mr. is requesting to cancel and refund his flight reservation.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers.On March 30, 2020, Expedia cancelled itinerary *** and initiated the process of the refund through *** for $355.08. *** charges a cancellation fee of $53.19 per traveler, totaling $106.38.Expedia regrets Mr.’s experience when attempting to cancel his reservation online and while contacting Expedia’s customer service center was not as we would have hoped, and as a courtesy, processed a one-time refund in the amount of $106.38 to the original form of payment for the cancellation fee.
These refunds can take up to two billing cycles to process completely.
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, Michelle ***Corporate Correspondence Team
Dear Sir:
First of all I don't accept the payment which is refunded
Secondly it was not my mistake, since I tried to refund within 24 hours when I heard of possible cancellation of flights, but Expedia website was down
Technical issues of website, cannot be charged against me?
I tried calling on both numbers via skype and website but no one responded even after waiting for an hour or so. {evidence attached}
I tried to use the mobile app and website, both were showing technical issue page {evidence attached}
Lastly, globally all flights, especially originating from Saudi Arabia to Pakistan are cancelled, the airline would have refunded me 100% in this scenario, whereas Expedia took the initiative without consulting me or seeking my approval.
Its so unfair to claim for "Free Cancellation in 24hr hours", and then don't answer the calls, or not leaving an email address to reach. My request for refund was and is of 100% which I totally deserve.
Thanks
Complaint: ***
I am rejecting this response because:
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
The customer service is out of service and I have to travel on Sunday. They have published in their on website that they have problem but no body knows when are going to be back. Is publicly know that all travel is prohibited to Europe by the Corina virus.
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: Still have no had any type of communication from Expedia or be able to do it by the system the cancellation and the refund
Sincerely
April 2, 2020Revdex.comChicago & N. Illinois Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand
Mr. is requesting a refund of his flight due to the Coronavirus outbreak.
Our records indicate that on January 14, 2020, Mr., or an authorized user of his Expedia’s account, self-booked a package reservation using Expedia’s
website, under itinerary *** for a total of six travelers. Travel on *** Airlines leaving from San Juan, Puerto Rico on March 15, 2020. Check-in at
the ***
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and
must adhere to them. Expedia works using a live system which means that rates and availability are subject to change at any time however, once a purchase is
completed on our website our customers are locked into the rate and the rules and regulations they booked and agreed to.
Therefore, due to the Coronavirus outbreak *** Airlines have allowed to waive the change fees associated with Mr.’s flights which states:
•There will be no change fees for Travel February 25, 2020 through May 31, 2020.
•New travel must be reissued by December 31, 2021. A fare difference may apply to your new itinerary.
While we regret that Mr.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
I have been trying for 3 days to contact them to cancel my hotel reservation due to coronavirus outbreak and not flying to Florida anymore.
Calling number and I get a message stating they have technical issues for the last 3 days. I purchased travel insurance and want a refund but can’t speak to anyone.
Hello, I wanted to let you know I was able to get through to Expedia and receive a refund. You can stop my complaint. Thank you
Due to the Coronovirus, *** has closed and we purchased a trip through Expedia. We are unable to contact them. We purchased the travel insurance.
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. Please remove my complaint if possible, they have resolved the issue and granted the circumstances I appreciate that they were able to.
Sincerely
I have a reservation a month away for a hotel. It was prepaid. I bought a travel protection plan with this. This booking was originally deemed "nonrefundable" because it was last room hotel booking. Due to corona virus, the conference I was supposed to attend has been cancelled. Consequently there is NO need for the hotel room. Expedia CANNOT be reached to resolve this dispute. They have shut their phones, not accepting any emails or complaints. They are just trying to run with my money. This is total FRAUD.
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. Expedia, as of today has acknowledged unavoidable cancellation and promised to refund my money in full.
I appreciate your attention in this matter. I am sure the totality of the experience has allowed Expedia to do the right thing in current times.
Sincerely
Booked a flight and hotel via Expedia on January 25, 2020 to attend a hockey game in Phoenix and purchased the travel insurance. Game was cancelled due to Coronavirus concerns and fear over public health/contamination. Despite numerous attempts over several days to contact Expedia regarding refund, which is clearly marked in the Vacation Waiver (followed procedure given), the phone went straight to message about technical difficulties. This is sly way to avoid the obligation by Expedia. When I contacted *** Airlines directly, they were proper and genuine enough to call me back. When I contacted the hotel directly, they were apologetic, yet clear that I needed to contact Expedia due to a third-party booking. Why can't this be the same with Expedia? It is a chickenhearted attempt to avoid the refund and neglect their obligation. I respectfully request that Expedia follow their own policy and refund my money for the hotel. I understand the airlines policy and *** and I did work out an agreement. Satisfied and rather impressed on how they handled this 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
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
My daughter was attending a conference which was cancelled due to Governor ***'s announcement involving events with over 200 in attendance. The hotel told her she needed to contact Expedia for a refund because we did not make reservations directly with them. We have been trying to reach Expedia since March 12th to cancel her last night at the hotel. Expedia's call back consist of informing us that they are busy right now and to call back later. We have call back 3 times already. Their latest call back was at 5:11 am (pst) to once again leave a message that they are too busy. We are seeking a refund 1 nights stay that was not used. They also need to update their policy regarding when to return calls and ensure calls offer a solution not simply call back to check off that you returned a call.
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 hotel reservation. Our records indicate that on March 22, 2020, Expedia
issued a refund of $186.06 for the unused night of the reservation in question,
back to the original form of payment. The time it takes for the customer to
receive the refund depends on their banking institution, generally within 5-7
business days.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I will check my bank account to ensure funds were returned. Thank you for you assistance on this matter.
Sincerely
May 11, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com,Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding the delay of her hotel booking’s
refund.We apologize for the delay in Ms.’s receipt of her
refund. Due to the extraordinary amount of transactions being processed in
relation to COVID-19, the normal processing times of 5-7 business days have
been extended. We can confirm the refund was initiated on March 22, 2020,
processed through Expedia on April 6, 2020, and is currently in a Bank
Processing status. We encourage Ms. to contact her banking institution for
a possible update and appreciate her patience during this unprecedented circumstance.We thank you for allowing us
the opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, The refund was received and I notified the Revdex.com of that fact. There is no action to be taken by Expedia.com at this time.
Sincerely
I have called regarding my need to cancel my flight due to the COVID-19 pandemic. Expedia advised me they will cancel my ticket for a full refund which includes the ticket fee and the insurance. They never refunded me the amount and it has been a few days.
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 called, I got a person on the phone and they hung up on me and refused to help me. This is unprofessional and wrong! My airlines canceled all trips until April 9 and my travel date is April 3. They need to do what is right and cancel my ticket. They should never get away with hanging up on me. That is a lack of professionalism
Sincerely
April 1, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
On January 15, 2020, Ms. self-booked a flight reservation for travel from April 3 to April 19, 2020. The total amount Ms. paid for the reservation was $1070.55. Ms. has requested to cancel the reservation and be fully the refunded the total amount paid.
Upon researching Ms.’s complaint, I reviewed the cancellation policy provided on the airlines website. The policy mentions tickets are refundable if any travel was to be from February 22nd to April 30th, 2020. Since travel is within the dates provided by the airline, the airlines has authorized a full refund. I have now submitted a request on the airlines website for a full refund. Typically a refund may take 1-4 weeks. The time it takes for the refund to appear on Ms.’s account also depends on her financial institution.
We do regret any inconvenience Ms. has encountered in resolving this matter. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel ***
Corporate Customer Support
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
Hotel Cancellation because of National Emergency on Coronavirus:
It is impossible to get an answer from Expedia. You can't even leave a review on their website about their terrible service
Hotel doesn't want to take responsibility for the booking
The hotel gave me Hotels.com as my contact but I booked the hotel through Expedia
I think it is wrong they are keeping your money under the circumstances
They accepted my cancellation saying that it is not refundable
You can't get in contact with them. Email says that you have to contact the right department and send me website information
Expedia doesn't allow you to leave a message on their website
They are not answering phone calls
Online Chat is telling to try again because agents are busy and I got tired of trying
I booked a RT ticket from Eugene Oregon to San Diego California departing Saturday March 21, 2020 and returning Tuesday March 24, 2020. I asked for a round-trip fare, booked the entire trip at the same time, used the flights suggested by Expedia and completed the purchase. The conference that my CIO was going to San Diego for was canceled due to the Cornoavirus COVID-19. The conference has been rescheduled but when I called the airline to see if they would rebook the flights without charging the change fee I was told no they would not. I then asked what the change fee would be. I was told it would be $125 for a round-trip ticket. I was considerably shocked when I looked at my booking through Expedia and found that they booked two one-way tickets! (Remember I specifically requested a RT flight schedule and fare) Now I'm on the hook for TWO change fees because of Expedia's deplorable business practice of making the customer believe they are buying a RT ticket only to create two one-way tickets. Furthermore, I booked a hotel with this reservation and have no idea how to get that money back of if I ever will.
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: They simply skirted around the complaint and blamed the fall out of the COVID-19 virus. I did in fact get a refund because it was mandated due to travel restrictions. The complaint I have is that Expedia issues 2 one-way tickets even though a customer asks for a round-trip, books both outbound and return flights at the same time based on the flights Expedia offers during the booking and they do this each and every time someone books a trip with them. This is NOT good business practice and it is not fully - or even in the least - explained and the customer is not warned that Expedia is turning your round-trip purchase into 2 one-way tickets.
That is what Expedia needs to address in this complaint and stop crying about how busy they are. If they keep up this bait and switch practice...they won't have to worry about being busy much longer - no one should use this joke of a company to book any more travel until Expedia makes some serious changes in their business practices.
Sincerely
April 2, 2020Revdex.comChicago & N. Illinois 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 a flight reservation. We understand Ms.
is requesting a waiver of her change fees of her flight due to the Coronavirus outbreak.
Our records indicate that on February 21, 2020, Ms. ***, or an authorized user of his Expedia’s account, self-booked a combined one-way reservation
using Expedia’s website, under itinerary *** Travel on *** leaving from Eugene, Oregon to San Diego, California on March 21, 2020
returning March 24, 2020.
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and
must adhere to them. Expedia works using a live system which means that rates and availability are subject to change at any time however, once a purchase is
completed on our website our customers are locked into the rate and the rules and regulations they booked and agreed to.
Ms. agreed to a combined one-way fare which allows her to have two separate tickets one for the departure and one for the return. Each ticket carries
it’s own fare rules which was advised prior to completing the booking.
Therefore, due to the Coronavirus outbreak *** have allowed to waive the change fees associated with Ms.’s flights which states:
•There will be no change or cancellation fees for Travel through March 31, 2020, regardless of purchase date.•New travel must be completed by February 28, 2021. A fare difference may apply to your new itinerary.While we regret that Ms. experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Again Exedia is skirting the fact that they have a bait and switch practice that should be stopped. When I booked the trip in question I requested a RT fare by clicking RT in the selection process. Expedia "chose" to make the reservation two one-way tickets - this is not what I was led to believe in my booking selection - I wanted, requested and was clearly under the understanding that I was booking a RT and NOT 2 one way tickets.
The problem with this bait and switch tactic is that the customer - being unaware that the requested RT was turned into two one-way tickets by nobody other than Expedia itself - is then liable for 2 cancelation penalties should the need to cancel arise. If Expedia were to book the trip as a RT which is what I - the customer - requested there would only be one cancelation penalty.
I'm VERY well aware that the airlines set their penalties and Expedia has nothing to do with those...Expedia definitely has everything to do with booking two one-way tickets when the customer requests a RT fare. Again, if Expedia would book a RT when a RT is requested and not two OW tickets then this complaint would not have been lodged.
Yes, I have canceled the reservation and have a credit for the two OW tickets - however - I now have to book two OW tickets to be able to use the credit. Two OW tickets are going to be much more expense than one RT ticket. Again, my complaint with Expedia is taking a RT request and booking two OW tickets not facing the penalties posed by an airline.
Expedia needs to stop their bait and switch tactic of taking a customer's request for a RT fare and turning it into two OW tickets without announcing this fact prior to completing the booking especially since obviously is not allowed to complete a RT booking.
Sincerely
I was set to travel to New York City 3/13-3/15 from Chicago. I booked a trip for myself as well as another adult a little over a month ago, before the coronavirus became an epidemic in America. We were concerned in the recent days that everything would be cancelled, but we were ready to grin and bear it no matter what. Early this morning, we were getting alerts that we were being refunded on almost every booking outside of expedia due to the virus - ie. Broadway completely closing down all theaters until further notice. We decided to cancel early this morning, seeing that we purchased a vacation waiver for refunds just in case. I tried calling in the early morning and would wait on hold for over an hour and then randomly the phone would hang up on me. I have been trying for hours into the late afternoon and now Expedia's site is down. I was informed that in order to have the vacation waiver purchased be valid when cancelling, that I would have to contact customer service directly. I have no way to prove to my credit card company that I have made contact and put in immense effort to resolve this seeing that I cannot get in contact with anyone whatsoever. I have no idea what to do here. I understand this is a common thing occurring right now due to the coronavirus, but I am extremely concerned that Expedia will not honor our purchase at all. They should have been prepared for this.
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