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.
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.
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 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.
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 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 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.
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.
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.
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.
I've been attempting to contact Expedia to cancel my cruise. Each time there is either an excessively long hold time or a an option to leave your number for a call back. I've left my number four times for call backs each time I get a call back when I answer the call is instantaneously disconnected. I've sent multiple emails and no responses.
Expedia.com Response
• Mar 30, 2020
March 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a cruise reservation.Our records indicate that the cruise line related to Ms.
***’s reservation, ***, is currently not offering refunds for anyone
sailing beyond April 11, 2020. If the customer is to cancel, they will only be offered
***, and not a refund. If Ms. wishes to make changes to
her booking, we ask that she contacts our Cruise department for further
assistance. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and introducing
new automated ways for our customers to take action.This can be a confusing and stressful moment for
travelers, and we understand their need for timely answers and assistance. Know
that we are working together with our travel partners, 24 hours a day, seven
days a week, to assist all our customers. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked a hotel for a vacation in San Juan Puerto Rico for 03-17/20 to 03/22/20 through Expedia due to coronavirus I need to cancel my reservation, so far no luck, when I call they put me on long hold and then they hang up the phone. I need help to resolve this situation before this coming Tuesday.
Thank you in advance with any help you can provide me with this situation
Sincerely
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Due to Cornavirus my husband is at high risk and we are unable to travel. I have been unable to get ahold a rep to cancel & refund flight
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I booked airline tickets prior to the coronavirus outbreak in the United States and my tickets were booked with *** Airlines which are refunding customers who directly booked with them. When calling the message states they honor what the airlines does. I spent an entire day of 3/13/2020 calling Expedia and calls dropped after hours on the phone and after another 2 hours I did speak with someone and he put me on hold to retrieve my itinerary for an hour when the call dropped. I am currently on hold a completing this complaint. I attempted to cancel my reservations on line but somehow my itinerary # is not enough numbers. Expedia is trying as a company to make this difficult and frustrating.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Due to the covid19 outbreak my trip to *** has been cancelled. The park is closed and the CA governor has placed many restrictions on the area. I have been trying to contacr Expedia via phone, forms, and chat for over 24 hours including the middle of the night. I had one return call from a wkman who said the system is down and then hung up. Literally all day their phones are “temporarily out of service” and the chat says all agents are busy. The website states flexibity in cancellations and also suggests I contact the hotel. I mads a 13 night hotel stay paid back in January. The hotel informed they would work with Expedia regarding my cancellation and refund. I cannot get a hold of anyone. I realize there is a national problem but there has to be a way to reach someone. I would like to have my $1,163.02 returned to me either by credit card or have the funds placed in my expedia account for future use. I have no control over this situation. President T has called this a national disaster. Expedia needs to be doing their part to assist customers through a very scary health and financial crisis.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because:I appreciate the words offered by Expedia during this unprecedented time but unfortunately this response does not solve my problem. My vacation would have started on 3/18 and today is 3/25. I was forced to cancel the hotel reservation online and was not given the requested refund. I realize that the situation is going to take time but I would like this Revdex.com case to remain open until Expedia returns my $1,163.02. Thank you for your assistance in keeping Expedia aware of this situation. I look forward to hearing additional information and a credit to my credit card.
Sincerely
Expedia.com Response
• Apr 01, 2020
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records indicate/reflect a cancelled 13 night stay at
the “***” checking in on March 18,2020. We understand *** is requesting a refund.On March 16,2020 the hotel was
cancelled by *** or someone who has access to the account. The room accommodation
booked is non-refundable and cannot be changed without incurring full penalty equal
to the full amount of the booking. At this time the hotel is temporarily closed
and will re-open on April 5,2020. We will need to coordinate with the hotel to
get a refund request.Expedia will contact Jennifer
when we are able to reach the hotel.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
Expedia.com Response
• Apr 05, 2020
On March 16,2020 the hotel accommodations were cancelled by *** or someone who has access to the account. The room reservation is non-refundable and cannot be changed without incurring full penalty equal to the full amount of the booking. Expedia will need to receive approval from the property to release the funds to Miss ***. We have contacted the hotel via telephone, but unfortunately they are closed temporarily and will re-open April 5,2020. Expedia however has sent an email to *** requesting a refund. When we receive a response from the property, *** will be contacted via email.
Customer Response
• Apr 06, 2020
Complaint: ***
I am rejecting this response because: I appreciate the information from Revdex.com and I have received email/voicemail
correspondence from Expedia stating that they are working on my claim. I would like to keep this claim open until a refund is granted. Due to these unpresidented times, the hotel I was going to stay at is closed (yet another reason why I believe a refund is in order regardless to the non-refund status Michael mentions. The hotel was not even open when I was originally planning to go on vacation. This is due to the coronavirus pandemic. Decisions to close were made by the CDC, executives, Govenors, and President T. I only cancelled the reservation because I could not reach anyone at Expedia to solve my problem prior to one day before my original expected arrival. Someone has my money and due to the pandemic and things out of my control, I am requesting my funds be returned. I appreciate all the help I have been receiving and look forward to hearing a positive refund response in the coming weeks. Thank you for your time.
I have reached out to Expedia for two days to cancel a trip due to *** being closed due to Corona Virus. I was told the first time I waited over an hour on hold to call back in 2 hours and the system would be back up. I Called back in two hours and waited another hour on hold and this time I was told to call back the next morning. I returned the call the next morning and was on hold yet another hour and was told to call back at 4. I did this and was on hold yet again for an hour and was told to call back in two hours. This was repeated at 6PM CST. This is a total of 5 hours to cancel a trip due to the destination being closed. Every time I call the Gold customer service line that give me another time delay to call them back. 5 hours on hold and I still do not have my issue fixed. I simply need to cancel my trip
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased an vacation package through the site to Portugal this Sunday 3/15-3/25. After the president announces the travel ban, and I have been trying to reach Expedia for change/cancel for the trip. Every time I tried to do it online, it directed me to call them and request only be with live agent. However I kept calling all numbers, they will cut off the calls once connected. I know it’s not refundable, but I purchased the wavier with the vacation package together, which allows me to change or cancel once before the starting date of my trip. But I can’t do anything without talking to them. And they don’t answer calls, messages and I even tried twitter messages 10 times. They aren’t answering anyone. I tried to do that with the airline company and the hotel, they will not able to do anything because it has to go through Expedia.
I am surprised they aren’t helping their customers during this situation, and I don’t want to start my travel and being stuck there if coming home flight got cancel. I purchased the wavier together. It suppose to let me change once, but I can’t do anything because they aren’t responding. Please help! Thank you
Expedia.com Response
• Mar 31, 2020
March 31, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
DepartmentRE: Expedia
Case #***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number
***) regarding her flight and hotel reservation.Our records indicate that on February 16,
2020, Ms.,
or an authorized user of their Expedia account, self-booked a flight and hotel
reservation for two travelers, using Expedia’s website, under itinerary
***. Travel was aboard *** Airlines, departing on March 15, 2020,
from San Francisco, CA, USA, to Lisbon, Portugal, returning on March 24, 2020.
The hotel stay was at ***, located in Lisbon,
Portugal, from March 16, 2020, to March 24, 2020. This reservation included the
Travel Protection Vacation Waiver.On March 7, 2020, Ms. contacted Expedia inquired
about changing her hotel portion of the reservation. An Expedia agent advised
her the hotel was non-refundable and we had to contact the hotel to see about
changing the reservation. Ms. decided to not change the reservation.Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On March 31, 2020, Expedia processed a refund in
the amount of $1,834.91, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Thank you,Michelle ***Corporate
Correspondence Team
Given the current coronavirus, Canada has discouraged traveling to various places including the USA and the USA has declared a state of emergency. Expedia has failed to be transparent in a time where customers needed to make last minute decisions. Like many others, I have spent hours on hold over the course of three days trying to connect to a rep to issue a refund well within their 24 before departure cancelation. I have been met with unsuccessful connections after hearing the automated number or having the line disconnect/hang up after hours on hold. It is extremely frustrating. Airlines have released statements saying they are flexible and those that booked directly with them have had great service and refunds/changes were made. Unfortunately, because I went with Expedia, any changes must be made through them but the automated message directs you to the website, and the website directs you to phone. I am now less than 18 hours away from my flight that I can no longer go on (husband works in healthcare). We purchased our trip on March 8, three days before WHO declared it a pandemic. I understand that they are overwhelmed but this is ridiculous. They can't respond to our calls due to "system updates" and "technical difficulties" and yet new bookings can still be made. While the majority of us have not been successful, on social media there have been VERY few cases that were able to speak to someone and get a refund.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Coronavirus travel changes. Waited on hold for two hours. Was told I’d called too late, that the vacation waiver I purchased wouldn’t help me. And then they hung up on me.
I am disgusted by what Expedia is doing to customers. After Trump placed a ban on travel to Europe I attempted to reach them by email, phone and even the online help chat with no help. I can reach the booking department within 2 minutes who cannot help me at all unless I am booking a new flight. I have attempted to reach Expedia every way possible. I sat on My aunts flight is scheduled during the ban period and I just want to make sure I have her o phones on hold last night for over hours … when the music stops that's it you get hung up on. No way to have them call back and when your not able to get through it just says … having technical difficulty... If they were still based with customer service in the US maybe we could get a little help. People in the Philippines and India do not know what we here in the US are going through. All I needed was to talk to someone to place my aunt on another flight as my mom is very ill and I do not know how long is left. I want to make sure I fulfill my mothers wish of having her sister here by her side... cannot do that when Expedia keeps hanging up on me!! I am disappointed -with Expedia all together.
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
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
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 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
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 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 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
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
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
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
I've been attempting to contact Expedia to cancel my cruise. Each time there is either an excessively long hold time or a an option to leave your number for a call back. I've left my number four times for call backs each time I get a call back when I answer the call is instantaneously disconnected. I've sent multiple emails and no responses.
March 30, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a cruise reservation.Our records indicate that the cruise line related to Ms.
***’s reservation, ***, is currently not offering refunds for anyone
sailing beyond April 11, 2020. If the customer is to cancel, they will only be offered
***, and not a refund. If Ms. wishes to make changes to
her booking, we ask that she contacts our Cruise department for further
assistance. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and introducing
new automated ways for our customers to take action.This can be a confusing and stressful moment for
travelers, and we understand their need for timely answers and assistance. Know
that we are working together with our travel partners, 24 hours a day, seven
days a week, to assist all our customers. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I booked a hotel for a vacation in San Juan Puerto Rico for 03-17/20 to 03/22/20 through Expedia due to coronavirus I need to cancel my reservation, so far no luck, when I call they put me on long hold and then they hang up the phone. I need help to resolve this situation before this coming Tuesday.
Thank you in advance with any help you can provide me with this situation
Sincerely
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to Cornavirus my husband is at high risk and we are unable to travel. I have been unable to get ahold a rep to cancel & refund flight
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I booked airline tickets prior to the coronavirus outbreak in the United States and my tickets were booked with *** Airlines which are refunding customers who directly booked with them. When calling the message states they honor what the airlines does. I spent an entire day of 3/13/2020 calling Expedia and calls dropped after hours on the phone and after another 2 hours I did speak with someone and he put me on hold to retrieve my itinerary for an hour when the call dropped. I am currently on hold a completing this complaint. I attempted to cancel my reservations on line but somehow my itinerary # is not enough numbers. Expedia is trying as a company to make this difficult and frustrating.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Due to the covid19 outbreak my trip to *** has been cancelled. The park is closed and the CA governor has placed many restrictions on the area. I have been trying to contacr Expedia via phone, forms, and chat for over 24 hours including the middle of the night. I had one return call from a wkman who said the system is down and then hung up. Literally all day their phones are “temporarily out of service” and the chat says all agents are busy. The website states flexibity in cancellations and also suggests I contact the hotel. I mads a 13 night hotel stay paid back in January. The hotel informed they would work with Expedia regarding my cancellation and refund. I cannot get a hold of anyone. I realize there is a national problem but there has to be a way to reach someone. I would like to have my $1,163.02 returned to me either by credit card or have the funds placed in my expedia account for future use. I have no control over this situation. President T has called this a national disaster. Expedia needs to be doing their part to assist customers through a very scary health and financial crisis.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:I appreciate the words offered by Expedia during this unprecedented time but unfortunately this response does not solve my problem. My vacation would have started on 3/18 and today is 3/25. I was forced to cancel the hotel reservation online and was not given the requested refund. I realize that the situation is going to take time but I would like this Revdex.com case to remain open until Expedia returns my $1,163.02. Thank you for your assistance in keeping Expedia aware of this situation. I look forward to hearing additional information and a credit to my credit card.
Sincerely
Dear Revdex.com, Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention. Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***)
regarding a hotel reservation. Our records indicate/reflect a cancelled 13 night stay at
the “***” checking in on March 18,2020. We understand *** is requesting a refund.On March 16,2020 the hotel was
cancelled by *** or someone who has access to the account. The room accommodation
booked is non-refundable and cannot be changed without incurring full penalty equal
to the full amount of the booking. At this time the hotel is temporarily closed
and will re-open on April 5,2020. We will need to coordinate with the hotel to
get a refund request.Expedia will contact Jennifer
when we are able to reach the hotel.We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us. Sincerely, Michael ***Corporate Correspondence Team
On March 16,2020 the hotel accommodations were cancelled by *** or someone who has access to the account. The room reservation is non-refundable and cannot be changed without incurring full penalty equal to the full amount of the booking. Expedia will need to receive approval from the property to release the funds to Miss ***. We have contacted the hotel via telephone, but unfortunately they are closed temporarily and will re-open April 5,2020. Expedia however has sent an email to *** requesting a refund. When we receive a response from the property, *** will be contacted via email.
Complaint: ***
I am rejecting this response because: I appreciate the information from Revdex.com and I have received email/voicemail
correspondence from Expedia stating that they are working on my claim. I would like to keep this claim open until a refund is granted. Due to these unpresidented times, the hotel I was going to stay at is closed (yet another reason why I believe a refund is in order regardless to the non-refund status Michael mentions. The hotel was not even open when I was originally planning to go on vacation. This is due to the coronavirus pandemic. Decisions to close were made by the CDC, executives, Govenors, and President T. I only cancelled the reservation because I could not reach anyone at Expedia to solve my problem prior to one day before my original expected arrival. Someone has my money and due to the pandemic and things out of my control, I am requesting my funds be returned. I appreciate all the help I have been receiving and look forward to hearing a positive refund response in the coming weeks. Thank you for your time.
***
Sincerely
I have reached out to Expedia for two days to cancel a trip due to *** being closed due to Corona Virus. I was told the first time I waited over an hour on hold to call back in 2 hours and the system would be back up. I Called back in two hours and waited another hour on hold and this time I was told to call back the next morning. I returned the call the next morning and was on hold yet another hour and was told to call back at 4. I did this and was on hold yet again for an hour and was told to call back in two hours. This was repeated at 6PM CST. This is a total of 5 hours to cancel a trip due to the destination being closed. Every time I call the Gold customer service line that give me another time delay to call them back. 5 hours on hold and I still do not have my issue fixed. I simply need to cancel my trip
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I purchased an vacation package through the site to Portugal this Sunday 3/15-3/25. After the president announces the travel ban, and I have been trying to reach Expedia for change/cancel for the trip. Every time I tried to do it online, it directed me to call them and request only be with live agent. However I kept calling all numbers, they will cut off the calls once connected. I know it’s not refundable, but I purchased the wavier with the vacation package together, which allows me to change or cancel once before the starting date of my trip. But I can’t do anything without talking to them. And they don’t answer calls, messages and I even tried twitter messages 10 times. They aren’t answering anyone. I tried to do that with the airline company and the hotel, they will not able to do anything because it has to go through Expedia.
I am surprised they aren’t helping their customers during this situation, and I don’t want to start my travel and being stuck there if coming home flight got cancel. I purchased the wavier together. It suppose to let me change once, but I can’t do anything because they aren’t responding. Please help! Thank you
March 31, 2020Revdex.com Alaska, Oregon
& Western Washington Complaint
DepartmentRE: Expedia
Case #***Dear Revdex.com, Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention. Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number
***) regarding her flight and hotel reservation.Our records indicate that on February 16,
2020, Ms.,
or an authorized user of their Expedia account, self-booked a flight and hotel
reservation for two travelers, using Expedia’s website, under itinerary
***. Travel was aboard *** Airlines, departing on March 15, 2020,
from San Francisco, CA, USA, to Lisbon, Portugal, returning on March 24, 2020.
The hotel stay was at ***, located in Lisbon,
Portugal, from March 16, 2020, to March 24, 2020. This reservation included the
Travel Protection Vacation Waiver.On March 7, 2020, Ms. contacted Expedia inquired
about changing her hotel portion of the reservation. An Expedia agent advised
her the hotel was non-refundable and we had to contact the hotel to see about
changing the reservation. Ms. decided to not change the reservation.Expedia regrets Ms.’s experience when
contacting Expedia’s customer service center was not as we would have hoped. On March 31, 2020, Expedia processed a refund in
the amount of $1,834.91, using
her Vacation Waiver, back to Ms.’s original form of payment. Because of the extraordinary circumstance of
Coronavirus (COVID-19) travel disruptions, we are processing a high volume of
refund requests and refunds are taking a bit longer than normal. It can take up
to two billing cycles for the refund to be completely processed. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us. Thank you,Michelle ***Corporate
Correspondence Team
Given the current coronavirus, Canada has discouraged traveling to various places including the USA and the USA has declared a state of emergency. Expedia has failed to be transparent in a time where customers needed to make last minute decisions. Like many others, I have spent hours on hold over the course of three days trying to connect to a rep to issue a refund well within their 24 before departure cancelation. I have been met with unsuccessful connections after hearing the automated number or having the line disconnect/hang up after hours on hold. It is extremely frustrating. Airlines have released statements saying they are flexible and those that booked directly with them have had great service and refunds/changes were made. Unfortunately, because I went with Expedia, any changes must be made through them but the automated message directs you to the website, and the website directs you to phone. I am now less than 18 hours away from my flight that I can no longer go on (husband works in healthcare). We purchased our trip on March 8, three days before WHO declared it a pandemic. I understand that they are overwhelmed but this is ridiculous. They can't respond to our calls due to "system updates" and "technical difficulties" and yet new bookings can still be made. While the majority of us have not been successful, on social media there have been VERY few cases that were able to speak to someone and get a refund.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Coronavirus travel changes. Waited on hold for two hours. Was told I’d called too late, that the vacation waiver I purchased wouldn’t help me. And then they hung up on me.
I am disgusted by what Expedia is doing to customers. After Trump placed a ban on travel to Europe I attempted to reach them by email, phone and even the online help chat with no help. I can reach the booking department within 2 minutes who cannot help me at all unless I am booking a new flight. I have attempted to reach Expedia every way possible. I sat on My aunts flight is scheduled during the ban period and I just want to make sure I have her o phones on hold last night for over hours … when the music stops that's it you get hung up on. No way to have them call back and when your not able to get through it just says … having technical difficulty... If they were still based with customer service in the US maybe we could get a little help. People in the Philippines and India do not know what we here in the US are going through. All I needed was to talk to someone to place my aunt on another flight as my mom is very ill and I do not know how long is left. I want to make sure I fulfill my mothers wish of having her sister here by her side... cannot do that when Expedia keeps hanging up on me!! I am disappointed -with Expedia all together.