Due to the global virus situation, airlines are refunding tickets with no penalties. However, booking with Expedia requires cancelling with Expedia. The problem is, THEIR CUSTOMER SERVICE PHONE NUMBER NEVER, EVER, ANSWERS. This is not hyperbole. Read the remarks on ***. HUNDREDS (574 comments same as this complaint on one post alone!) of people are losing money because of course every case is time-sensitive. Their website has only one phone number and it does not function. In my particular case, I was on hold for 93 minutes when I checked *** and learned there was no point to holding any longer or even trying to call back. Expedia will never answer. Never. Most astonishing of all, I was contacted through *** by a "customer service agent" who promised me a resolution. That was 27 hours ago! Nothing since. This is a publicly traded company.
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: this is a knee-jerk, boiler plate message. They have been sending the IDENTICAL message to their customers for two weeks. Following this BS they send notices that the airlines are not refunding, therefore we get a credit with Expedia. IT IS ALL LIES. The airlines ARE refunding and immediately and with no questions asked. Expedia is an agent and the principal is refunding but the agent is not passing it along.
Sincerely
Expedia.com Response
• Apr 01, 2020
April 1, 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 Ms. *** (Revdex.com case number *** ) regarding a flight reservation.
Our records show on January 28, 2020, Ms. or an authorized account user Self-booked a flight reservation under itinerary ***. Travel was with *** Airlines, traveling from Los Angeles, CA, to Chicago, IL, departing on May 21, 2020, and returning on May 25, 2020. We understand that due to the Coronavirus Travel advisories Ms., is seeking a full refund from Expedia.
On April 1, 2020, Expedia reviewed *** Airlines Coronavirus flexibility policy on their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2020. This is based upon their non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) on this itinerary. Furthermore, Ms. may contact Expedia to discuss the use of the Future Travel Credit for, $371.80, available until December 31, 2020, restrictions do apply.
From time to time and for a variety of reasons, airlines issue Travel Advisories. We understand that certain Travel Advisories can be concerning and distressful. 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 has no control over when, or how often, airlines initiate Travel Advisories that may restrict certain flights. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. In addition, Ms. may review the *** Airlines Future Travel Credit details and the penalty waiver restrictions by using the following address:
https://www.***
The confirmation code: ***
See the exact cancellation policy, that was provided to Ms., prior to her agreeing to book the reservation:
Cancellation and changes: Tickets are nonrefundable, nontransferable and name changes are not allowed. Additional fees for checked baggage or other services may apply. Seats may not be available until after check-in.
Moreover, you agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
Due to the number of challenges that COVID-19, has caused many travelers, on April 1, 2020, Expedia issued a $100 voucher to Ms.’s Expedia account for the inconvenience of the experience. The voucher is valid for a "pay now" stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until April 30, 2021.
While we understand that with the current COVID-19, Advisories directly causing an unprecedented number of cancellations and refund requests. Expedia is unable to provide a refund for this flight reservation based on the information provided above.
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.
Expedia Group's ***.com contracted with me through *** Car Rentals at *** for a car rental (fee of $159.04) and supplemental rental vehicle insurance (premium of $44.00). Due to staffing issues at the local *** Rental Car pick up counter the rental service was not obtainable and correspondingly the insurance on the rental vehicle was not needed. ***.com first demanded from me excessive documentation, including copies of a contract issued by them to me and personal banking information even though the charges were made to a major credit card. They have become increasingly non-responsive throughout my attempt to negotiate a satisfactory settlement. After they ignored two emails requesting a status update I contacted them by phone. They insisted they would have to call me back and have not. Their last correspondence informed me they would not be issuing a refund, and instead offered a credit toward future business. Future business with this company is not happening after this experience.
Expedia.com Response
• Mar 19, 2020
Dear ***,Thank you for
reaching out.We’re sorry for
this situation and long waiting time on a resolution, please know
that a full refund has been issued by the supplier and should be
reflecting into your card within 5 business days.On February 8th you
made a prepaid reservation for $159.04 using our website and there is
no insurance purchased through us. Therefore, the total amount we
will be refunding is $159.04. I see that you used
a third booking source and probably, you bought insurance from them.
I would recommend to contact them directly in order to request a
refund.Please let me know
if you have any concerns, you may contact us at support@***.com.Best regards.Luis,Escalations Team,
***.com
Customer Response
• Mar 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Booked flight throught expedia. *** changed flight from Reno to Orlando to arrive at 1225pm. Arrival time does not work talked to expedia on 3/7/20. Customer service rep was incredibly rude so I requested a manager.
There was no other *** flight that would work for our arrival time so expedia went ahead and cancelled and refunded the *** flight. The flight from Orlando to Reno was NOT changed or cancelled.
Confirmation ***. Manager told me I would receive a refund for the $386.40. She did say it could take 7-10 business days but I would receive an email confirmation about this.
The manager gave me the confirmation number and said I would receive an email about the cancellation and the refund. I HAVE NOT RECEIVED ANYTHING!!
I have tried calling multiple times and it says their number is having technical difficulties right now.
I want to know where my refund is and if it has been processed through Expedia. I also had to cancel a room and I have already received the refund on that so I am concerned about my refund for the flights.
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 flight reservation.Our records indicate that the reservation in question, ***
Airlines confirmation code ***, was cancelled on March 7, 2020, per the customer’s
request. A refund was initiated via the airline’s system on the same day. As of
March 30, 2020, the tickets appear in “Refund” status. We ask Ms. to
please allow 30 days from the day of refund issue, as the refund is being
processed by the airline and timing depends on them and Ms.’s financial
institution. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Mar 30, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased an *** Airlines ticket on 3/1/2020 through expedia.com to travel from Tucson To *** on 3/13/20. Due to the COVID-19 outbreak, *** Airlines issued a statement on 3/10/20 that all tickets bought on or before March 1, 2020 with scheduled travel March 1 - April 30, 2020 would not be charged a change fee. I called Expedia's customer service multiple times in order to change my flight date and also contacted customer service online with no response after waiting for >6 hours.
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 one trip to Las Vegas via Expedia for $1,317.93. I checked out paying with ***. When I went on the *** website I noticed I had not one, but two charges each totaling $1317.93. I spoke with *** and was told that Expedia is holding additional charges against me and they will not drop the charges until Expedia complies. Expedia has done absolutely nothing to communicate and now I owe an additional $1317.93 through *** for a second trip I never agreed too.
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 her package booking for itinerary ***.Our records indicate Ms.
*** had booked a round-trip flight from January 10, 2021 to January 14, 2021
with a hotel booking at the *** and a car rental from
***. We understand *** is requesting A refund
for a duplicate charge to her *** account for $1137.93.Our records indicate two cancelled
charges, one for $600.51 and another for $537.42. These were rolled back and
have not been completed.The authorizations should
fall off within seven to ten business days. We apologize for any inconvenience
this may cause. 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
• May 10, 2020
May 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We
regret to hear Ms. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.Upon receipt of the complaint, the amounts of $537.42 for the
flights, and $600.51 for the hotel, car and both insurances were cancelled and
did not process through. Unfortunately we are unable to process a refund for
cancelled authorizations. It is advised the
customer contact her financial institution to release these holds, and reference transaction i.d. (***) for the $600.51 amount. 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
• May 12, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you so much for your assistance with this matter. Everything is all clear, the duplicate charge was finally dropped.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I have been calling Expedia customer service to have my flight + hotel bundle cancelled due to health issues for one of the travelers in my group given the rise of the Coronavirus. She is a hazard to others if she travels as well as an immense risk to her own health. My calls have been dropped countless times, I have spent over a total of 20 hours either on hold with them via phone or waiting for an agent via chat. It is obvious they have absolutely no interest in addressing customers’ needs. I have a flight and hotel that I cannot our to use and my trip is quickly approaching. I need to speak to someone urgently, I’ve called at every hour of the day (including the wee hours of the morning) and I wait on hold for so long until they drop my call. Social media DMs and electronic request forms for refunds are also going unanswered. They are cheating hard working people out of their money by not giving them a chance to resolve this issue
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 have been trying to cancel my trip that I booked through Expedia. Expedia has been unable to be reached via phone and they website has been down for several days. I am afraid that I may not be able to get refund as I am now outside of the window to get full refund.
Expedia.com Response
• Mar 27, 2020
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I purchased a bus tour through Expedia. The day of the event, the company did not show. I was unable to get in touch with the company via phone, email, or text. I reached out to Expedia who also attempted to contact the company with no luck. It has been almost 14 days with no resolution. I just would like a refund for the service I was not provided. Expedia keeps advising me that they need to get a hold of the company to process the refund, but if no one can get a hold of them, then obviously they're no longer in business. This is poor practice. They need to stand by/warranty the services they advertise on their site or remove them if they're no longer valid.
Expedia.com Response
• Apr 01, 2020
April 1, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a activity reservation. We understand Ms. is requesting refund as the vendor did not arrive at the time of service.Our records indicate that on February 18, 2020, Ms. ***, or an authorized user of her Expedia account, self-booked an activity reservation using Expedia’s website, under itinerary *** with two travelers. An activity with the *** for pick-up at 4:30pm on February 29, 2020.As an offer of goodwill, we would like to offer a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. This coupon is available in your account for immediate use and is valid for one year from the date of issue April 1, 2021. Please note that Expedia serves as a third-party intermediary with travel providers such as flights, hotels, car rental agencies and activities and is subject to the rules and restrictions of those providers. Expedia does not own or operate any activities. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence TeamTell us why here...
Customer Response
• Apr 01, 2020
Revdex.com:
I'm not completely satisfied with this result, but I understand their policy of being a 3rd party and not being the liable party. I will file complaint against the *** as well.
Booked a flight with Expedia for myself, my wife and 2 young children. Within 24 hours of booking we attempted to cancel online via their online cancellation protocol. The servers were overwhelmed and we received an error message that they were having a "technical glitch" and to call customer service. We took a screen shot of the error message as evidence. Hours later, after being on hold for 1 1/2 hours we were told that our flight could not be cancelled because we were outside of the 24 hour window. We received an email from our sons school that a teacher who tested positive for CV was in my child's class and that as a precaution, all of us should self quarantine. We have a copy of that as well. After multiple attempts to get Expedia to cancel the flights we are now dealing with Amex for chargebacks, filing complaints for help from Revdex.com and the last resort will be a small claims suit against them to recover almost $1200 in tickets we will not be using. This is offensive because 1. We tried to cancel within 24 hours. 2. This is clearly a medical emergency and is covered under FAA regulations. 3. This could also be considered an act of GOD and also eligible for refund. Revdex.com or the Government needs to step in and take care of this with Expedia.
Expedia.com Response
• Mar 27, 2020
March 27, 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 flight reservation. Our records indicate that a full refund of Mr.’ reservation,
in the amount of $1047.24, was issued on March 8, 2020, back to the original
form of payment.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 27, 2020
Complaint: ***
I am rejecting this response because:
The refund that I received was forced by American Express on my behalf as a chargeback/dispute. Expedia never voluntarily issued the refund, they never responded to my inquiries or agreed that a refund was due. Because the refund was involuntary I cannot allow Expedia to claim as if they "did the right thing" and refunded a dissatisfied customer or did anything ethical or upstanding as a company. They should not be able to take credit for a resolution they had no part of. If I sued them and the court ruled in my favor, could they come here and claim that they refunded the customer and the complaint should be closed? NO, that isnt how it should work. They should have proactively agreed to the refund and not burden me with having to waste 5 hours of my life on hold with their customer support and hours more with Amex uploading evidence and explaining why the charge should be disputed.
I hope that the Revdex.com marks this as a strike and not as a positive outcome by Expedia because if I didnt charge back and dispute the charge with 11 pages of documents, I would have never gotten my money back. To this day, I still haven't received an email or return phone call from Expedia.
Due to the coronavirus epidemic, I am attempting to cancel a trip scheduled with Expedia. As my daughter is a severe asthmatic and I have a compromised immune system (diagnosis of Common Variable Immunodeficiency), we cannot take the chance of being exposed to the virus. Expedia advises they do not charge any fees so I have spoken with the hotels directly to confirm they are waiving any cancellation fees due to the epidemic. However, I am unable to get this resolved with Expedia. They claim their system is down and to call back in 4 hours... I've now called 5 times in the past 24 hours and am continuing to get the same response. And this time, while waiting for a supervisor as our first check in is in less than 48 hours in Pensacola, I was hung up on. This is absolutely ridiculous and there's no way their system is still down. They can see the reservation and itinerary number and all information on the reservations, however, they claim their system is down. (I know they can see this because they asked me to confirm the information such as "itinerary ending in ***".)
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:
while most of my itineraries were cancelled and refunded, I was waiting on the return call from an agent from Expedia speaking to *** (itinerary ***). I never heard back on Monday, March 16 so I started trying to contact Expedia again without any success. I was contacted by the company to ask why we hadn’t checked in and I told them what happened. I received an email on Friday, March 20, from *** that stated:
“I apologize for the inconvenience this has caused you. On our end we refunded the money back to Expedia today and they will have to release the funds back to you.”
in essence, the resort accepted the issue and refunded my money but Expedia is continuing to hold that money from me.
Ive continued to attempt to reach Expedia but there’s no way to do so.
They received the refund for my trip but refuse to issue a refund despite having the funds issued back on 3/20/20.
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020Revdex.comChicago & N. Illinois Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms.
*** is requesting a full refund of her hotel reservation.
Our records indicate that on February 20, 2020, Ms. ***, or an authorized user of his Expedia’s account, self-booked a hotel reservation using
Expedia’s website, under itinerary *** for two travelers. Travel to the ***, check in on March 18, 2020 and check-out on
March 20, 2020.
Please note on we have processed a full refund for the amount of $506.66 back to your original credit card. The time it takes to post the refund to Ms.
***’s account depends on how quickly her credit card company processes refunds.While we regret that Ms.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***
Corporate Correspondence Team
Customer Response
• Apr 03, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I did receive the refund in the past 48 hours.
I have been trying to contact Expedia and their phone number isn't working. I finally was able to get in touch with 4 agents and they kept hanging up on me or transferring me. I was trying to cancel my reservations due to the Coronavirus and both the hotel and airline said I could do so at no cost but I would have to contact Expedia to do so. I requested to speak with a supervisor and got no assistance.
Expedia.com Response
• Apr 05, 2020
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr. *** is requesting to cancel his package due to the Coronavirus outbreak. Our records indicate that on January 6, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** for a total of two travelers. Departure on *** Airlines for March 13, 2020 from Dallas, Tx and returning to Portland, OR for March 16, 2020. With stay at the *** Hotel Portland.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airlines on your flight due to the Coronavirus outbreak. *** Airlines has provided a travel advisory that allows Mr. to exchange his flight without any penalty fees. New travel must commence within 1 year from the original ticket issue date 06Jan20.
We have verified that Mr. cancelled his hotel on the website and received a partial refund totaled $291.40.The time it takes the refund to post to
your account varies, depending on the time it takes the airline and your credit card company to process refunds.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Apr 10, 2020
Complaint: ***
I am rejecting this response because: I was told by *** Airlines that Expedia would need credit my flight, as they’re unable to help me due to the booking being through Expedia. Additionally, I should have received a full refund from the hotel. *** advised they were not charging cancellation charges due to the Coronavirus so Dez’s response shows lack of customer support. I’m requesting a full refund immediately and an apology for their stupidity and lack of competence.
Sincerely
Customer Response
• May 12, 2020
Complaint: ***
I am rejecting this response because: This matter is not resolved. I was able to get my partial refund for the hotel from ***. However, I have still received credit for the flight from *** Airlines. Dez has not been helpful at all. I once again (this is now the 10th time literally) that I've called *** Airlines and they said that Dez is incorrect. In order for me to receive a refund or a voucher for another flight this year, Expedia must step in since the booking is done through Expedia. *** said that if the reservation was through them, they would be able to assist. However, since it was through Expedia, Expedia will be required to assist. So with that said, I once again am waiting for more on Dez to assist.
I'm fine if we cannot get a refund and just receive a voucher for another flight. But as *** has stated, Expedia would be the one required to help me get the voucher. They cannot assist. So this matter is NOT closed or resolved. I recommend that someone from Expedia with common sense work with me to resolve this issue. Preferably not Dez because it seems as Dez lacks common sense and is an it. This could have been resolved already if Dez wasn't lazy. It's not hard for a representative to call me and we work with *** Airlines together to try and get a voucher or refund. But clearly Expedia doesn't care about their customers and I've been charged for a product that was never received.
Sincerely
Expedia.com Response
• May 18, 2020
May 18, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Orbitz Case #***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear Mr. did not accept our
response and/or resolution offered.
We show that Mr. flight credit is the value of the tickets. Please contact our Customer Service Department when ready to use the tickets towards a
new flight, the customer is responsible for the fare difference. Mr. needs to submit the information on www.refunds.aa.com and provide any
documentation for review of the refund request.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and
restrictions of the reservation and we have no authority to circumvent or to override those policies.
While we regret that Mr.’s experience was not as we would have hoped, we do consider this case resolved. 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.
Yesterday was US travel to Europe ban announced. I jump on the phone in the same minutes.
I spent 3 times per 5 hours on hold with Expedia. No luck with any resolution. Agents just put you on hold and drop the calls.
I was able to contact *** airlines regarding both of my reservations:
# ***
# ***
They confirmed that they will be able to cancel and provide a refund due to an exceptional situation.
I was able to contact hotels:
- ***, Frankfurt
- *** Frankfurt
They confined as well that they have no problems so EXPEDIA gives me a refund.
Expedia would like to give them a call 24 hours before the flight but problems that even after 5 - 7 hours of waiting time on the phone agents will drop your call and that it. I start my call marathon 72 hours before and still not able to win that game.
Could you please help me out with that force majeure situation?
***
Frankfurt
3/13/2020 - 3/22/2020 Itinerary # *** within 2 days
Flight
View itinerary for Frankfurt
Frankfurt
3/13/2020 - 3/22/2020 Itinerary # *** within 2 days
Flight Hotel
View itinerary for ***, Frankfurt
***, Frankfurt
3/14/2020 - 3/16/2020 Itinerary # *** within 2 days
Manage Booking
Hotel
View itinerary for *** 3/16/2020 - 3/20/2020 Itinerary # *** within 4 days
Manage Booking
Hotel
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 and hotel reservations.
On February 19, 2020, Mr., or an authorized user of the Expedia account, self-booked a round trip flight and hotel reservation for two travelers, under itinerary ***. Travel was aboard *** Airline, departing on March 13, 2020, from Chicago, Illinois, USA, to Frankfurt, Germany returning on March 22, 2020. The hotel stay was at ***s, located in Hofheim am Taunus, Germany, check-in on March 20, 2020, and check-out on March 22, 2020. On March 13, 2020, a refund was processed of $480.30 for the hotel portion, back to his original form of payment. On March 26, 2020, Mr. contacted Expedia to cancel his flight reservation with the cancellation penalty fee and a refund was processed of $1,520.38, back to his original form of payment.
On March 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a stand-alone, nonrefundable hotel reservation for three travelers, under itinerary ***. The hotel stay was at ***, France, check-in on March 16, 2020, and check-out on March 20, 2020. On March 15, 2020, Mr. contacted Expedia and a refund was processed of $477.83, back to his original form of payment.
On March 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a stand-alone, hotel reservation for three travelers, under itinerary ***. The hotel stay was at ***, located in Frankfurt, Germany, check-in on March 14, 2020, and check-out on March 16, 2020. On March 13, 2020, Mr., or an authorized user of the Expedia account, cancelled the hotel reservation and a refund was processed of $39.86 back to his original form of payment. On March 30, 2020, after contacting the hotel, a refund was processed of $159.44, back to his original form of payment.
On March 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airline, departing on March 13, 2020, from Chicago, Illinois, USA, to Frankfurt, Germany returning on March 22, 2020. On March 12, 2020, Mr. contacted Expedia inquiring about a refund for this reservation. On March 25, 2020, an Expedia agent contacted *** Airline and they denied the refund request. An email was sent to Mr. denying the refund request. On March 26, 2020, another Expedia agent sent *** Airline an email requesting a refund due to the Coronavirus outbreak.
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. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, Expedia’s Terms of Use which was agreed to by Mr. at the time of booking, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to provide any refund on this matter. 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
I booked travel to Spain and Paris through Expedia. Starting 2 weeks before the travel I called to cancel both trips. I have been on hold for hours, sent to wrong numbers, chatted for extended periods of time, been told wrong information over and over and still no resolution on two trips! Itinerary to Barcelona was *** for *** and ***...I was told they would contact *** for refund given the virus...still heard nothing. Filled a complaint with *** and have heard nothing and it is $941! Given the state of the world someone should refund my $ and contact me....this is ridiculous. Worst customer service ever! I have spent over 12 hours trying to resolve!
Expedia.com Response
• Mar 30, 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 30, 2020
Complaint: ***
I am rejecting this response because: I had attempted to correct this situation in the weeks prior to my travel on March 8th. I have spent countless hours trying to get a refund for my flights that were not able to be taken due to the outbreak and my family safety.
With not being fully employed at this time and my husbands business being closed, the refund is critical to our life sustainment. Saying that it will be delayed is unacceptable. I have a request in to them, to the airline and not Revdex.com. I find this lack of customer support unacceptable and will never do business with them again. I will also not refer any
of my work colleagues or peers to use them. Poor customer service continues.
I formally request the refund be processed ASAP.
Sincerely
Expedia.com Response
• Apr 05, 2020
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her
flight reservation. Our
records indicate that on January 17, 2020, the customer, or an authorized user
of the Expedia account, self-booked a roundtrip flight with *** for
two passengers on Expedia’s website, under itinerary ***. The
customer paid $938.06 for the booking. We understand Ms. is requesting a
full refund of the flight.Upon
review, on March 5, 2020, Ms. contacted Expedia and requested to cancel
her flight due to COVID-19. Due to the
nonrefundable policy of the flight, *** has issued a credit equal to
the value of the original flight booking to use toward a future flight. The
airline doesn’t allow refunds, however, due to COVID-19, is waiving change
fees, as long as new travel is booked and commenced by December 31, 2020. The
customer will be responsible for any applicable difference in fare and airport
taxes. Ms. will need to call Expedia when she’s ready to book a new
flight using her travel credit with ***. 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. We hope you
understand we must follow the terms and conditions as dictated by the hotel.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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 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,Gayana *** Corporate Correspondence
Team
Customer Response
• Apr 06, 2020
Complaint: ***
I am rejecting this response because: repeatedly Expedia told me that they would investigate a refund. I have gone to the airline and they send me back to expedia.
Expedia refusing to issue me a refund for itinary number ***.$201.67
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 Dr.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on March 9, 2020, Dr. ***,
or an authorized user of his Expedia account self-booked a hotel reservation
with Hotel Booking Protection using Expedia’s website, under itinerary
***. The cost of the hotel reservation was $198.24, and of the
protection $9.00. We can confirm a full refund of the hotel reservation in
the amount of $198.24 was issued on March 23, 2020, back to the original form
of payment. The time it takes for the customer to receive the refund depends on
his financial institution, generally within 5-7 business days.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I was set to travel to New York City 3/13-3/15 from Chicago. I booked a trip for myself as well as another adult a little over a month ago, before the coronavirus became an epidemic in America. We were concerned in the recent days that everything would be cancelled, but we were ready to grin and bear it no matter what. Early this morning, we were getting alerts that we were being refunded on almost every booking outside of expedia due to the virus - ie. Broadway completely closing down all theaters until further notice. We decided to cancel early this morning, seeing that we purchased a vacation waiver for refunds just in case. I tried calling in the early morning and would wait on hold for over an hour and then randomly the phone would hang up on me. I have been trying for hours into the late afternoon and now Expedia's site is down. I was informed that in order to have the vacation waiver purchased be valid when cancelling, that I would have to contact customer service directly. I have no way to prove to my credit card company that I have made contact and put in immense effort to resolve this seeing that I cannot get in contact with anyone whatsoever. I have no idea what to do here. I understand this is a common thing occurring right now due to the coronavirus, but I am extremely concerned that Expedia will not honor our purchase at all. They should have been prepared for this.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I booked a RT ticket from Eugene Oregon to San Diego California departing Saturday March 21, 2020 and returning Tuesday March 24, 2020. I asked for a round-trip fare, booked the entire trip at the same time, used the flights suggested by Expedia and completed the purchase. The conference that my CIO was going to San Diego for was canceled due to the Cornoavirus COVID-19. The conference has been rescheduled but when I called the airline to see if they would rebook the flights without charging the change fee I was told no they would not. I then asked what the change fee would be. I was told it would be $125 for a round-trip ticket. I was considerably shocked when I looked at my booking through Expedia and found that they booked two one-way tickets! (Remember I specifically requested a RT flight schedule and fare) Now I'm on the hook for TWO change fees because of Expedia's deplorable business practice of making the customer believe they are buying a RT ticket only to create two one-way tickets. Furthermore, I booked a hotel with this reservation and have no idea how to get that money back of if I ever will.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because: They simply skirted around the complaint and blamed the fall out of the COVID-19 virus. I did in fact get a refund because it was mandated due to travel restrictions. The complaint I have is that Expedia issues 2 one-way tickets even though a customer asks for a round-trip, books both outbound and return flights at the same time based on the flights Expedia offers during the booking and they do this each and every time someone books a trip with them. This is NOT good business practice and it is not fully - or even in the least - explained and the customer is not warned that Expedia is turning your round-trip purchase into 2 one-way tickets.
That is what Expedia needs to address in this complaint and stop crying about how busy they are. If they keep up this bait and switch practice...they won't have to worry about being busy much longer - no one should use this joke of a company to book any more travel until Expedia makes some serious changes in their business practices.
Sincerely
Expedia.com Response
• Apr 02, 2020
April 2, 2020Revdex.comChicago & N. Illinois Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms.
is requesting a waiver of her change fees of her flight due to the Coronavirus outbreak.
Our records indicate that on February 21, 2020, Ms. ***, or an authorized user of his Expedia’s account, self-booked a combined one-way reservation
using Expedia’s website, under itinerary *** Travel on *** leaving from Eugene, Oregon to San Diego, California on March 21, 2020
returning March 24, 2020.
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and
must adhere to them. Expedia works using a live system which means that rates and availability are subject to change at any time however, once a purchase is
completed on our website our customers are locked into the rate and the rules and regulations they booked and agreed to.
Ms. agreed to a combined one-way fare which allows her to have two separate tickets one for the departure and one for the return. Each ticket carries
it’s own fare rules which was advised prior to completing the booking.
Therefore, due to the Coronavirus outbreak *** have allowed to waive the change fees associated with Ms.’s flights which states:
•There will be no change or cancellation fees for Travel through March 31, 2020, regardless of purchase date.•New travel must be completed by February 28, 2021. A fare difference may apply to your new itinerary.While we regret that Ms. experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Apr 07, 2020
Complaint: ***
I am rejecting this response because:
Again Exedia is skirting the fact that they have a bait and switch practice that should be stopped. When I booked the trip in question I requested a RT fare by clicking RT in the selection process. Expedia "chose" to make the reservation two one-way tickets - this is not what I was led to believe in my booking selection - I wanted, requested and was clearly under the understanding that I was booking a RT and NOT 2 one way tickets.
The problem with this bait and switch tactic is that the customer - being unaware that the requested RT was turned into two one-way tickets by nobody other than Expedia itself - is then liable for 2 cancelation penalties should the need to cancel arise. If Expedia were to book the trip as a RT which is what I - the customer - requested there would only be one cancelation penalty.
I'm VERY well aware that the airlines set their penalties and Expedia has nothing to do with those...Expedia definitely has everything to do with booking two one-way tickets when the customer requests a RT fare. Again, if Expedia would book a RT when a RT is requested and not two OW tickets then this complaint would not have been lodged.
Yes, I have canceled the reservation and have a credit for the two OW tickets - however - I now have to book two OW tickets to be able to use the credit. Two OW tickets are going to be much more expense than one RT ticket. Again, my complaint with Expedia is taking a RT request and booking two OW tickets not facing the penalties posed by an airline.
Expedia needs to stop their bait and switch tactic of taking a customer's request for a RT fare and turning it into two OW tickets without announcing this fact prior to completing the booking especially since obviously is not allowed to complete a RT booking.
Support is unreachable. I have tried calling 100 time to reschedule my flight with UNITED. I cannot get in touch with a agent even after holding for 40 mins. My flight is in 24 hours I am about to loose all 800$ because of support. Biggest mistake of my life booking with Expedia.
My son (student at ***) has been trying to contact Expedia for the past 5 hours to work towards a refund for airfare from a cancelled study abroad trip. While I understand the influx of calls or issues due to COVID 19, my son has been on the phone twice, put on hold both time for up to and over 45 minutes and then disconnected. Trying to contact Expedia by phone is almost impossible and while they claim to have an "email" option in their support section (of the webpage), no email exists. This is truly frustrating for a 20 year old to not only have to learn how to go through getting a refund on almost a thousand dollars of airfare but to be hung up on twice by customer service of a fortune 500 company is nothing but unacceptable.
Expedia.com Response
• Mar 30, 2020
March 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns 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 case number ***)
regarding flights. We understand *** is requesting a refund.Our
records indicate that ***, or a person authorized for the Expedia
account, booked a one way flight for travel from Denver, CO, USA to Reykjavik,
Iceland, with ***, departing on March 14, 2020.We did
not locate any prior contact. The flight was not canceled prior to the travel date
and the ticket was suspended. A flight is considered used once the departure
time passes, whether the seat was occupied or not.We
contacted *** and advocated on behalf of the customer. They advised
that they are not able to open the ticket at this point. They said they will
provide a goodwill credit for the passenger, ***, to the passengers
email. The airline will provide the amount and terms for the credit via the email.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,Denise ***Corporate Correspondence Team
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because:Attached are copies of emails received by *** (the actual traveler) and correspondence from Expedia. I am not pleased with Expedia stating nothing was done on mine (or rather ***'s) end as I have documentation where he cancelled his flight on 3/12/2020 (before his departure date of 3/14/2020) and I have clearly documented where he and I have called or attempted to contact Expedia, through customer service, to no avail. At this point a travel voucher will not be satisfactory due to the enormous amount of time *** and I have employed to date. While I understand Expedia has many many customer, the handling thus far is well below acceptable even considering the current situation our country and world is experiencing.
Sincerely
Expedia.com Response
• Apr 08, 2020
April 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. Expedia
is responding to consumer case ***.We regret
any inconvenience. The ticket fare rules stated that the flight was
nonrefundable. Changes were allowed prior to departure, for a fee, plus fare
difference, and with restrictions.The
airline is the merchant of record and the provider/operator of service. The
terms and conditions come from them and Expedia is not able to override them. The
current situation with the global Covid-19 pandemic is unprecedented. The airline
advised that they will provide credit due to the circumstances. However, the customer
will need to contact the airline to rebook. The airline has full control of the
ticket. They may be reached at 1-800-223-5500.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,Denise ***Corporate Correspondence Team
Customer Response
• Apr 08, 2020
Complaint: ***
I am rejecting this response because: While the ticket was nonrefundable AND the current situation being unprecedented coupled with an email received on March 17th, 2020 stating Expedia would be working to find a resolve. This particular email indicates the itinerary was cancelled (contrary to an earlier response from Expedia through this complaint) and stated the COVID-19 issue presented an issue which was not anticipated. Expedia, as with ***, has indicated it is not their responsibility and refer the customer to either the booking agent or the airline (directly) whichever is the opposite party to which you are talking to at the moment. While I understand the airfare was nonrefundable, the situation which caused the cancellation was outside of anyone's hands and as such should result in adjustments and/or allocations outside of the norm. It is becoming increasingly apparent Expedia is either unwilling or unable to work towards a resolve other than to point the finger at another entity for an answer. Expedia, to date (4/8/2020) has yet to contact *** or myself with regards to resolving this matter, which again yields an apparent lack of willingness to locate a resolve. Even a partial refund would be entertained versus a travel voucher (of which would most likely never be used thus pointless), although the later would essentially be the same as what is being received at this point. Is Expedia simply not willing to directly contact the customer? I ask this because after futile attempts to contact Expedia regarding this issue, utilizing the Revdex.com has been the only avenue which has netted a reply. Further, it is my understanding the United States Federal government provided a massive amount of money to aid in refunding travelers, which apparently have only received travel vouchers and not a refund. Additionally, it is my understanding the feds might possibly become more involved due to the monies not being applied as warranted, described, determined. While this might not directly apply to Expedia, what correspondence, if any, has Expedia extended to those who filed a claim with them (as instructed to do by airline companies)? Where and when will direction be provided for a contact person, contact method (phone, email, mail)? Will contact with the Department of Transportation result in answers being supplied when airlines were ordered to provide refunds? While Expedia is a "middle man", I appreciate they have operational costs and as such a full refund, while preferred and previously stated, might not be the most logical resolve. Further, is there someone willing to speak with me via phone or direct email versus continued interaction utilizing the Revdex.com as a pivot point?
I purchased a roundtrip ticket for my mom from expedia last September 2019. In December 2019 I got an email informing me of changes of the return flight, and that I have to call to book another date with no extra charge. So I did, I called expedia and got April 2, 2020 return flight to Manila. In February as I was trying to book a hotel, I noticed the return flight is not visible in my account anymore, so I called expedia, only to find out that the return flight was cancelled, they did not send any notice or anything, I found out myself. Since then I have been calling them for resolution, but they failed to give me a return flight. It's an issue after another, like they book a return flight from Riyadh to manila but no flight from Dulles to Riyadh they promised to give me a call back once they resolved the issue, yet I got no return call nor email from them at all. The last time I called expedia they said that the itirenary # appeared as it's a one way ticket, so they updated to one way instead of roundtrip. And that's probably the reason they don't even bother to call me anymore. But I have the original email that prove I purchased a roundtrip ticket and not a one way ticket. At this point all I need is to book the return flight to avoid overstaying the ***. And all I need from expedia is to return all my money back, because it cost more to book one way flight. I spent so much time waiting for resolution, I called 3 days in a row this week hoping to atleast get any answer but every time I enter the ITIN# the call will just drop. So I guess my itinerary is now filtered out. I need my money back.
Expedia.com Response
• Mar 27, 2020
March 27, 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 flight reservation. Our records indicate that on September 26, 2019, Ms.,
or an authorized user of her Expedia account, self-booked a roundtrip flight
reservation using Expedia’s website, under itinerary ***. The
reservation is for traveler ***. Travel is on *** Airlines,
departing on October 3, 2019, and returning on April 2, 2020, from Manila, Philippines
to Washington, DC, USA. We understand Ms. is requesting a refund of this
booking.We can confirm that airline-initiated schedule changes
affected the itinerary after booking and Expedia reached out to the customer
for assistance with alternative flights as offered by the vendor. Regrettably, the ticket was not reissued as
further communication with the airline was required to approve the selected
options. From time to time and for a variety of reasons, airlines
issue schedule changes. We understand
that these changes can be inconvenient, time consuming and not customer
friendly. However, 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. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Expedia has no
control over when, or how often, airline-initiated schedule changes occur. We
cannot provide alternative flight options unless approved by the airline and
must adhere to the airline’s policies. Additionally, Expedia’s Terms of Use,
which were agreed to by Ms. 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.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 assistance may be delayed
when reaching out to our offices. We ask Ms. to contact us for the re-issue
of the traveler’s ticket as soon as travel is possible. Based on the
information provided above, Expedia is unable to honor the customer’s refund
request.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Due to Coronavirus, *** issue a public statment advertising all clients that they can cancel or change they flights booked before 31/03/2020 with no fees. As I work for American company, it had been asked to me not to travel to France since the covid 19 is present there. I asked Expedia, the agent I booked the ticket with, to refund completly or to give me the possibility to change dates for no extra fees as *** policy. They refused and I have now been ask to wait unitl they ask senior management since a week to know . they say I can cancel but I will loose the totallity of the amount. *** told me they can't refund me as Expedia didn't pay them the monney. ref expedia *** ref
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 global virus situation, airlines are refunding tickets with no penalties. However, booking with Expedia requires cancelling with Expedia. The problem is, THEIR CUSTOMER SERVICE PHONE NUMBER NEVER, EVER, ANSWERS. This is not hyperbole. Read the remarks on ***. HUNDREDS (574 comments same as this complaint on one post alone!) of people are losing money because of course every case is time-sensitive. Their website has only one phone number and it does not function. In my particular case, I was on hold for 93 minutes when I checked *** and learned there was no point to holding any longer or even trying to call back. Expedia will never answer. Never. Most astonishing of all, I was contacted through *** by a "customer service agent" who promised me a resolution. That was 27 hours ago! Nothing since. This is a publicly traded company.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: this is a knee-jerk, boiler plate message. They have been sending the IDENTICAL message to their customers for two weeks. Following this BS they send notices that the airlines are not refunding, therefore we get a credit with Expedia. IT IS ALL LIES. The airlines ARE refunding and immediately and with no questions asked. Expedia is an agent and the principal is refunding but the agent is not passing it along.
Sincerely
April 1, 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 Ms. *** (Revdex.com case number *** ) regarding a flight reservation.
Our records show on January 28, 2020, Ms. or an authorized account user Self-booked a flight reservation under itinerary ***. Travel was with *** Airlines, traveling from Los Angeles, CA, to Chicago, IL, departing on May 21, 2020, and returning on May 25, 2020. We understand that due to the Coronavirus Travel advisories Ms., is seeking a full refund from Expedia.
On April 1, 2020, Expedia reviewed *** Airlines Coronavirus flexibility policy on their website which indicates that Ms., was issued a Future Travel Credit. Regrettably, *** Airlines is not permitting a refund but a penalty fee waiver until, December 31, 2020. This is based upon their non-refundable restrictions. Additionally, *** Airlines is the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) on this itinerary. Furthermore, Ms. may contact Expedia to discuss the use of the Future Travel Credit for, $371.80, available until December 31, 2020, restrictions do apply.
From time to time and for a variety of reasons, airlines issue Travel Advisories. We understand that certain Travel Advisories can be concerning and distressful. 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 has no control over when, or how often, airlines initiate Travel Advisories that may restrict certain flights. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies. In addition, Ms. may review the *** Airlines Future Travel Credit details and the penalty waiver restrictions by using the following address:
https://www.***
The confirmation code: ***
See the exact cancellation policy, that was provided to Ms., prior to her agreeing to book the reservation:
Cancellation and changes: Tickets are nonrefundable, nontransferable and name changes are not allowed. Additional fees for checked baggage or other services may apply. Seats may not be available until after check-in.
Moreover, you agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
Due to the number of challenges that COVID-19, has caused many travelers, on April 1, 2020, Expedia issued a $100 voucher to Ms.’s Expedia account for the inconvenience of the experience. The voucher is valid for a "pay now" stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until April 30, 2021.
While we understand that with the current COVID-19, Advisories directly causing an unprecedented number of cancellations and refund requests. Expedia is unable to provide a refund for this flight reservation based on the information provided above.
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,
Melanie ***
Corporate Correspondence Team
Expedia Group's ***.com contracted with me through *** Car Rentals at *** for a car rental (fee of $159.04) and supplemental rental vehicle insurance (premium of $44.00). Due to staffing issues at the local *** Rental Car pick up counter the rental service was not obtainable and correspondingly the insurance on the rental vehicle was not needed. ***.com first demanded from me excessive documentation, including copies of a contract issued by them to me and personal banking information even though the charges were made to a major credit card. They have become increasingly non-responsive throughout my attempt to negotiate a satisfactory settlement. After they ignored two emails requesting a status update I contacted them by phone. They insisted they would have to call me back and have not. Their last correspondence informed me they would not be issuing a refund, and instead offered a credit toward future business. Future business with this company is not happening after this experience.
Dear ***,Thank you for
reaching out.We’re sorry for
this situation and long waiting time on a resolution, please know
that a full refund has been issued by the supplier and should be
reflecting into your card within 5 business days.On February 8th you
made a prepaid reservation for $159.04 using our website and there is
no insurance purchased through us. Therefore, the total amount we
will be refunding is $159.04. I see that you used
a third booking source and probably, you bought insurance from them.
I would recommend to contact them directly in order to request a
refund.Please let me know
if you have any concerns, you may contact us at support@***.com.Best regards.Luis,Escalations Team,
***.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Booked flight throught expedia. *** changed flight from Reno to Orlando to arrive at 1225pm. Arrival time does not work talked to expedia on 3/7/20. Customer service rep was incredibly rude so I requested a manager.
There was no other *** flight that would work for our arrival time so expedia went ahead and cancelled and refunded the *** flight. The flight from Orlando to Reno was NOT changed or cancelled.
Confirmation ***. Manager told me I would receive a refund for the $386.40. She did say it could take 7-10 business days but I would receive an email confirmation about this.
The manager gave me the confirmation number and said I would receive an email about the cancellation and the refund. I HAVE NOT RECEIVED ANYTHING!!
I have tried calling multiple times and it says their number is having technical difficulties right now.
I want to know where my refund is and if it has been processed through Expedia. I also had to cancel a room and I have already received the refund on that so I am concerned about my refund for the flights.
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 flight reservation.Our records indicate that the reservation in question, ***
Airlines confirmation code ***, was cancelled on March 7, 2020, per the customer’s
request. A refund was initiated via the airline’s system on the same day. As of
March 30, 2020, the tickets appear in “Refund” status. We ask Ms. to
please allow 30 days from the day of refund issue, as the refund is being
processed by the airline and timing depends on them and Ms.’s financial
institution. We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased an *** Airlines ticket on 3/1/2020 through expedia.com to travel from Tucson To *** on 3/13/20. Due to the COVID-19 outbreak, *** Airlines issued a statement on 3/10/20 that all tickets bought on or before March 1, 2020 with scheduled travel March 1 - April 30, 2020 would not be charged a change fee. I called Expedia's customer service multiple times in order to change my flight date and also contacted customer service online with no response after waiting for >6 hours.
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 one trip to Las Vegas via Expedia for $1,317.93. I checked out paying with ***. When I went on the *** website I noticed I had not one, but two charges each totaling $1317.93. I spoke with *** and was told that Expedia is holding additional charges against me and they will not drop the charges until Expedia complies. Expedia has done absolutely nothing to communicate and now I owe an additional $1317.93 through *** for a second trip I never agreed too.
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 her package booking for itinerary ***.Our records indicate Ms.
*** had booked a round-trip flight from January 10, 2021 to January 14, 2021
with a hotel booking at the *** and a car rental from
***. We understand *** is requesting A refund
for a duplicate charge to her *** account for $1137.93.Our records indicate two cancelled
charges, one for $600.51 and another for $537.42. These were rolled back and
have not been completed.The authorizations should
fall off within seven to ten business days. We apologize for any inconvenience
this may cause. 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
May 10, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentRE: Expedia Case # ***Dear Revdex.com, Thank you for forwarding the consumer rebuttal from ***
*** (Revdex.com case number ***). We
regret to hear Ms. did not accept our response and/or resolution offered.We have reviewed the documentation/new
information Ms. provided to further address her concerns.Upon receipt of the complaint, the amounts of $537.42 for the
flights, and $600.51 for the hotel, car and both insurances were cancelled and
did not process through. Unfortunately we are unable to process a refund for
cancelled authorizations. It is advised the
customer contact her financial institution to release these holds, and reference transaction i.d. (***) for the $600.51 amount. We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us. Sincerely,Michael ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you so much for your assistance with this matter. Everything is all clear, the duplicate charge was finally dropped.
Sincerely,
***
*** ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com
I have been calling Expedia customer service to have my flight + hotel bundle cancelled due to health issues for one of the travelers in my group given the rise of the Coronavirus. She is a hazard to others if she travels as well as an immense risk to her own health. My calls have been dropped countless times, I have spent over a total of 20 hours either on hold with them via phone or waiting for an agent via chat. It is obvious they have absolutely no interest in addressing customers’ needs. I have a flight and hotel that I cannot our to use and my trip is quickly approaching. I need to speak to someone urgently, I’ve called at every hour of the day (including the wee hours of the morning) and I wait on hold for so long until they drop my call. Social media DMs and electronic request forms for refunds are also going unanswered. They are cheating hard working people out of their money by not giving them a chance to resolve this issue
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I have been trying to cancel my trip that I booked through Expedia. Expedia has been unable to be reached via phone and they website has been down for several days. I am afraid that I may not be able to get refund as I am now outside of the window to get full refund.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
I purchased a bus tour through Expedia. The day of the event, the company did not show. I was unable to get in touch with the company via phone, email, or text. I reached out to Expedia who also attempted to contact the company with no luck. It has been almost 14 days with no resolution. I just would like a refund for the service I was not provided. Expedia keeps advising me that they need to get a hold of the company to process the refund, but if no one can get a hold of them, then obviously they're no longer in business. This is poor practice. They need to stand by/warranty the services they advertise on their site or remove them if they're no longer valid.
April 1, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a activity reservation. We understand Ms. is requesting refund as the vendor did not arrive at the time of service.Our records indicate that on February 18, 2020, Ms. ***, or an authorized user of her Expedia account, self-booked an activity reservation using Expedia’s website, under itinerary *** with two travelers. An activity with the *** for pick-up at 4:30pm on February 29, 2020.As an offer of goodwill, we would like to offer a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. This coupon is available in your account for immediate use and is valid for one year from the date of issue April 1, 2021. Please note that Expedia serves as a third-party intermediary with travel providers such as flights, hotels, car rental agencies and activities and is subject to the rules and restrictions of those providers. Expedia does not own or operate any activities. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence TeamTell us why here...
Revdex.com:
I'm not completely satisfied with this result, but I understand their policy of being a 3rd party and not being the liable party. I will file complaint against the *** as well.
Sincerely
Booked a flight with Expedia for myself, my wife and 2 young children. Within 24 hours of booking we attempted to cancel online via their online cancellation protocol. The servers were overwhelmed and we received an error message that they were having a "technical glitch" and to call customer service. We took a screen shot of the error message as evidence. Hours later, after being on hold for 1 1/2 hours we were told that our flight could not be cancelled because we were outside of the 24 hour window. We received an email from our sons school that a teacher who tested positive for CV was in my child's class and that as a precaution, all of us should self quarantine. We have a copy of that as well. After multiple attempts to get Expedia to cancel the flights we are now dealing with Amex for chargebacks, filing complaints for help from Revdex.com and the last resort will be a small claims suit against them to recover almost $1200 in tickets we will not be using. This is offensive because 1. We tried to cancel within 24 hours. 2. This is clearly a medical emergency and is covered under FAA regulations. 3. This could also be considered an act of GOD and also eligible for refund. Revdex.com or the Government needs to step in and take care of this with Expedia.
March 27, 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 flight reservation. Our records indicate that a full refund of Mr.’ reservation,
in the amount of $1047.24, was issued on March 8, 2020, back to the original
form of payment.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 refund that I received was forced by American Express on my behalf as a chargeback/dispute. Expedia never voluntarily issued the refund, they never responded to my inquiries or agreed that a refund was due. Because the refund was involuntary I cannot allow Expedia to claim as if they "did the right thing" and refunded a dissatisfied customer or did anything ethical or upstanding as a company. They should not be able to take credit for a resolution they had no part of. If I sued them and the court ruled in my favor, could they come here and claim that they refunded the customer and the complaint should be closed? NO, that isnt how it should work. They should have proactively agreed to the refund and not burden me with having to waste 5 hours of my life on hold with their customer support and hours more with Amex uploading evidence and explaining why the charge should be disputed.
I hope that the Revdex.com marks this as a strike and not as a positive outcome by Expedia because if I didnt charge back and dispute the charge with 11 pages of documents, I would have never gotten my money back. To this day, I still haven't received an email or return phone call from Expedia.
Sincerely
Due to the coronavirus epidemic, I am attempting to cancel a trip scheduled with Expedia. As my daughter is a severe asthmatic and I have a compromised immune system (diagnosis of Common Variable Immunodeficiency), we cannot take the chance of being exposed to the virus. Expedia advises they do not charge any fees so I have spoken with the hotels directly to confirm they are waiving any cancellation fees due to the epidemic. However, I am unable to get this resolved with Expedia. They claim their system is down and to call back in 4 hours... I've now called 5 times in the past 24 hours and am continuing to get the same response. And this time, while waiting for a supervisor as our first check in is in less than 48 hours in Pensacola, I was hung up on. This is absolutely ridiculous and there's no way their system is still down. They can see the reservation and itinerary number and all information on the reservations, however, they claim their system is down. (I know they can see this because they asked me to confirm the information such as "itinerary ending in ***".)
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:
while most of my itineraries were cancelled and refunded, I was waiting on the return call from an agent from Expedia speaking to *** (itinerary ***). I never heard back on Monday, March 16 so I started trying to contact Expedia again without any success. I was contacted by the company to ask why we hadn’t checked in and I told them what happened. I received an email on Friday, March 20, from *** that stated:
“I apologize for the inconvenience this has caused you. On our end we refunded the money back to Expedia today and they will have to release the funds back to you.”
in essence, the resort accepted the issue and refunded my money but Expedia is continuing to hold that money from me.
Ive continued to attempt to reach Expedia but there’s no way to do so.
They received the refund for my trip but refuse to issue a refund despite having the funds issued back on 3/20/20.
Sincerely
April 2, 2020Revdex.comChicago & N. Illinois Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms.
*** is requesting a full refund of her hotel reservation.
Our records indicate that on February 20, 2020, Ms. ***, or an authorized user of his Expedia’s account, self-booked a hotel reservation using
Expedia’s website, under itinerary *** for two travelers. Travel to the ***, check in on March 18, 2020 and check-out on
March 20, 2020.
Please note on we have processed a full refund for the amount of $506.66 back to your original credit card. The time it takes to post the refund to Ms.
***’s account depends on how quickly her credit card company processes refunds.While we regret that Ms.’s experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to
our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I did receive the refund in the past 48 hours.
Sincerely
I have been trying to contact Expedia and their phone number isn't working. I finally was able to get in touch with 4 agents and they kept hanging up on me or transferring me. I was trying to cancel my reservations due to the Coronavirus and both the hotel and airline said I could do so at no cost but I would have to contact Expedia to do so. I requested to speak with a supervisor and got no assistance.
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a package reservation. We understand Mr. *** is requesting to cancel his package due to the Coronavirus outbreak. Our records indicate that on January 6, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** for a total of two travelers. Departure on *** Airlines for March 13, 2020 from Dallas, Tx and returning to Portland, OR for March 16, 2020. With stay at the *** Hotel Portland.
Upon reviewing this matter, we show you had an airline-initiated schedule change with *** Airlines on your flight due to the Coronavirus outbreak. *** Airlines has provided a travel advisory that allows Mr. to exchange his flight without any penalty fees. New travel must commence within 1 year from the original ticket issue date 06Jan20.
We have verified that Mr. cancelled his hotel on the website and received a partial refund totaled $291.40.The time it takes the refund to post to
your account varies, depending on the time it takes the airline and your credit card company to process refunds.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was told by *** Airlines that Expedia would need credit my flight, as they’re unable to help me due to the booking being through Expedia. Additionally, I should have received a full refund from the hotel. *** advised they were not charging cancellation charges due to the Coronavirus so Dez’s response shows lack of customer support. I’m requesting a full refund immediately and an apology for their stupidity and lack of competence.
Sincerely
Complaint: ***
t. This could have been resolved already if Dez wasn't lazy. It's not hard for a representative to call me and we work with *** Airlines together to try and get a voucher or refund. But clearly Expedia doesn't care about their customers and I've been charged for a product that was never received.
I am rejecting this response because: This matter is not resolved. I was able to get my partial refund for the hotel from ***. However, I have still received credit for the flight from *** Airlines. Dez has not been helpful at all. I once again (this is now the 10th time literally) that I've called *** Airlines and they said that Dez is incorrect. In order for me to receive a refund or a voucher for another flight this year, Expedia must step in since the booking is done through Expedia. *** said that if the reservation was through them, they would be able to assist. However, since it was through Expedia, Expedia will be required to assist. So with that said, I once again am waiting for more on Dez to assist.
I'm fine if we cannot get a refund and just receive a voucher for another flight. But as *** has stated, Expedia would be the one required to help me get the voucher. They cannot assist. So this matter is NOT closed or resolved. I recommend that someone from Expedia with common sense work with me to resolve this issue. Preferably not Dez because it seems as Dez lacks common sense and is an i
Sincerely
May 18, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Orbitz Case #***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We regret to hear Mr. did not accept our
response and/or resolution offered.
We show that Mr. flight credit is the value of the tickets. Please contact our Customer Service Department when ready to use the tickets towards a
new flight, the customer is responsible for the fare difference. Mr. needs to submit the information on www.refunds.aa.com and provide any
documentation for review of the refund request.
When you purchased a reservation through Expedia.com, Expedia acts as the agent between the client and the vendor. The vendor provides the rules and
restrictions of the reservation and we have no authority to circumvent or to override those policies.
While we regret that Mr.’s experience was not as we would have hoped, we do consider this case resolved. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez ***
Corporate Correspondence Team
Good afternoon,
Yesterday was US travel to Europe ban announced. I jump on the phone in the same minutes.
I spent 3 times per 5 hours on hold with Expedia. No luck with any resolution. Agents just put you on hold and drop the calls.
I was able to contact *** airlines regarding both of my reservations:
# ***
# ***
They confirmed that they will be able to cancel and provide a refund due to an exceptional situation.
I was able to contact hotels:
- ***, Frankfurt
- *** Frankfurt
They confined as well that they have no problems so EXPEDIA gives me a refund.
Expedia would like to give them a call 24 hours before the flight but problems that even after 5 - 7 hours of waiting time on the phone agents will drop your call and that it. I start my call marathon 72 hours before and still not able to win that game.
Could you please help me out with that force majeure situation?
***
Frankfurt
3/13/2020 - 3/22/2020 Itinerary # *** within 2 days
Flight
View itinerary for Frankfurt
Frankfurt
3/13/2020 - 3/22/2020 Itinerary # *** within 2 days
Flight Hotel
View itinerary for ***, Frankfurt
***, Frankfurt
3/14/2020 - 3/16/2020 Itinerary # *** within 2 days
Manage Booking
Hotel
View itinerary for *** 3/16/2020 - 3/20/2020 Itinerary # *** within 4 days
Manage Booking
Hotel
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 and hotel reservations.
On February 19, 2020, Mr., or an authorized user of the Expedia account, self-booked a round trip flight and hotel reservation for two travelers, under itinerary ***. Travel was aboard *** Airline, departing on March 13, 2020, from Chicago, Illinois, USA, to Frankfurt, Germany returning on March 22, 2020. The hotel stay was at ***s, located in Hofheim am Taunus, Germany, check-in on March 20, 2020, and check-out on March 22, 2020. On March 13, 2020, a refund was processed of $480.30 for the hotel portion, back to his original form of payment. On March 26, 2020, Mr. contacted Expedia to cancel his flight reservation with the cancellation penalty fee and a refund was processed of $1,520.38, back to his original form of payment.
On March 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a stand-alone, nonrefundable hotel reservation for three travelers, under itinerary ***. The hotel stay was at ***, France, check-in on March 16, 2020, and check-out on March 20, 2020. On March 15, 2020, Mr. contacted Expedia and a refund was processed of $477.83, back to his original form of payment.
On March 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a stand-alone, hotel reservation for three travelers, under itinerary ***. The hotel stay was at ***, located in Frankfurt, Germany, check-in on March 14, 2020, and check-out on March 16, 2020. On March 13, 2020, Mr., or an authorized user of the Expedia account, cancelled the hotel reservation and a refund was processed of $39.86 back to his original form of payment. On March 30, 2020, after contacting the hotel, a refund was processed of $159.44, back to his original form of payment.
On March 3, 2020, Mr., or an authorized user of the Expedia account, self-booked a round trip flight reservation for one traveler, under itinerary ***. Travel was aboard *** Airline, departing on March 13, 2020, from Chicago, Illinois, USA, to Frankfurt, Germany returning on March 22, 2020. On March 12, 2020, Mr. contacted Expedia inquiring about a refund for this reservation. On March 25, 2020, an Expedia agent contacted *** Airline and they denied the refund request. An email was sent to Mr. denying the refund request. On March 26, 2020, another Expedia agent sent *** Airline an email requesting a refund due to the Coronavirus outbreak.
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. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, Expedia’s Terms of Use which was agreed to by Mr. at the time of booking, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to provide any refund on this matter. 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
I booked travel to Spain and Paris through Expedia. Starting 2 weeks before the travel I called to cancel both trips. I have been on hold for hours, sent to wrong numbers, chatted for extended periods of time, been told wrong information over and over and still no resolution on two trips! Itinerary to Barcelona was *** for *** and ***...I was told they would contact *** for refund given the virus...still heard nothing. Filled a complaint with *** and have heard nothing and it is $941! Given the state of the world someone should refund my $ and contact me....this is ridiculous. Worst customer service ever! I have spent over 12 hours trying to resolve!
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 had attempted to correct this situation in the weeks prior to my travel on March 8th. I have spent countless hours trying to get a refund for my flights that were not able to be taken due to the outbreak and my family safety.
With not being fully employed at this time and my husbands business being closed, the refund is critical to our life sustainment. Saying that it will be delayed is unacceptable. I have a request in to them, to the airline and not Revdex.com. I find this lack of customer support unacceptable and will never do business with them again. I will also not refer any
of my work colleagues or peers to use them. Poor customer service continues.
I formally request the refund be processed ASAP.
Sincerely
April 5, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact
Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to
our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her
flight reservation. Our
records indicate that on January 17, 2020, the customer, or an authorized user
of the Expedia account, self-booked a roundtrip flight with *** for
two passengers on Expedia’s website, under itinerary ***. The
customer paid $938.06 for the booking. We understand Ms. is requesting a
full refund of the flight.Upon
review, on March 5, 2020, Ms. contacted Expedia and requested to cancel
her flight due to COVID-19. Due to the
nonrefundable policy of the flight, *** has issued a credit equal to
the value of the original flight booking to use toward a future flight. The
airline doesn’t allow refunds, however, due to COVID-19, is waiving change
fees, as long as new travel is booked and commenced by December 31, 2020. The
customer will be responsible for any applicable difference in fare and airport
taxes. Ms. will need to call Expedia when she’s ready to book a new
flight using her travel credit with ***. 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. We hope you
understand we must follow the terms and conditions as dictated by the hotel.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:The carriers, hotels and other suppliers
providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Affiliates.
The Expedia Companies and the Expedia Affiliates 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
Affiliates 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 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,Gayana *** Corporate Correspondence
Team
Complaint: ***
I am rejecting this response because: repeatedly Expedia told me that they would investigate a refund. I have gone to the airline and they send me back to expedia.
Sincerely
Expedia refusing to issue me a refund for itinary number ***.$201.67
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 Dr.
*** (Revdex.com case number ***) regarding a hotel reservation.Our records indicate that on March 9, 2020, Dr. ***,
or an authorized user of his Expedia account self-booked a hotel reservation
with Hotel Booking Protection using Expedia’s website, under itinerary
***. The cost of the hotel reservation was $198.24, and of the
protection $9.00. We can confirm a full refund of the hotel reservation in
the amount of $198.24 was issued on March 23, 2020, back to the original form
of payment. The time it takes for the customer to receive the refund depends on
his financial institution, generally within 5-7 business days.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
I was set to travel to New York City 3/13-3/15 from Chicago. I booked a trip for myself as well as another adult a little over a month ago, before the coronavirus became an epidemic in America. We were concerned in the recent days that everything would be cancelled, but we were ready to grin and bear it no matter what. Early this morning, we were getting alerts that we were being refunded on almost every booking outside of expedia due to the virus - ie. Broadway completely closing down all theaters until further notice. We decided to cancel early this morning, seeing that we purchased a vacation waiver for refunds just in case. I tried calling in the early morning and would wait on hold for over an hour and then randomly the phone would hang up on me. I have been trying for hours into the late afternoon and now Expedia's site is down. I was informed that in order to have the vacation waiver purchased be valid when cancelling, that I would have to contact customer service directly. I have no way to prove to my credit card company that I have made contact and put in immense effort to resolve this seeing that I cannot get in contact with anyone whatsoever. I have no idea what to do here. I understand this is a common thing occurring right now due to the coronavirus, but I am extremely concerned that Expedia will not honor our purchase at all. They should have been prepared for this.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I booked a RT ticket from Eugene Oregon to San Diego California departing Saturday March 21, 2020 and returning Tuesday March 24, 2020. I asked for a round-trip fare, booked the entire trip at the same time, used the flights suggested by Expedia and completed the purchase. The conference that my CIO was going to San Diego for was canceled due to the Cornoavirus COVID-19. The conference has been rescheduled but when I called the airline to see if they would rebook the flights without charging the change fee I was told no they would not. I then asked what the change fee would be. I was told it would be $125 for a round-trip ticket. I was considerably shocked when I looked at my booking through Expedia and found that they booked two one-way tickets! (Remember I specifically requested a RT flight schedule and fare) Now I'm on the hook for TWO change fees because of Expedia's deplorable business practice of making the customer believe they are buying a RT ticket only to create two one-way tickets. Furthermore, I booked a hotel with this reservation and have no idea how to get that money back of if I ever will.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: They simply skirted around the complaint and blamed the fall out of the COVID-19 virus. I did in fact get a refund because it was mandated due to travel restrictions. The complaint I have is that Expedia issues 2 one-way tickets even though a customer asks for a round-trip, books both outbound and return flights at the same time based on the flights Expedia offers during the booking and they do this each and every time someone books a trip with them. This is NOT good business practice and it is not fully - or even in the least - explained and the customer is not warned that Expedia is turning your round-trip purchase into 2 one-way tickets.
That is what Expedia needs to address in this complaint and stop crying about how busy they are. If they keep up this bait and switch practice...they won't have to worry about being busy much longer - no one should use this joke of a company to book any more travel until Expedia makes some serious changes in their business practices.
Sincerely
April 2, 2020Revdex.comChicago & N. Illinois Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms.
is requesting a waiver of her change fees of her flight due to the Coronavirus outbreak.
Our records indicate that on February 21, 2020, Ms. ***, or an authorized user of his Expedia’s account, self-booked a combined one-way reservation
using Expedia’s website, under itinerary *** Travel on *** leaving from Eugene, Oregon to San Diego, California on March 21, 2020
returning March 24, 2020.
Please note that each of our airline partners establish their own rules and policies for cancelling reservations. We are bound by these rules and policies and
must adhere to them. Expedia works using a live system which means that rates and availability are subject to change at any time however, once a purchase is
completed on our website our customers are locked into the rate and the rules and regulations they booked and agreed to.
Ms. agreed to a combined one-way fare which allows her to have two separate tickets one for the departure and one for the return. Each ticket carries
it’s own fare rules which was advised prior to completing the booking.
Therefore, due to the Coronavirus outbreak *** have allowed to waive the change fees associated with Ms.’s flights which states:
•There will be no change or cancellation fees for Travel through March 31, 2020, regardless of purchase date.•New travel must be completed by February 28, 2021. A fare difference may apply to your new itinerary.While we regret that Ms. experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Again Exedia is skirting the fact that they have a bait and switch practice that should be stopped. When I booked the trip in question I requested a RT fare by clicking RT in the selection process. Expedia "chose" to make the reservation two one-way tickets - this is not what I was led to believe in my booking selection - I wanted, requested and was clearly under the understanding that I was booking a RT and NOT 2 one way tickets.
The problem with this bait and switch tactic is that the customer - being unaware that the requested RT was turned into two one-way tickets by nobody other than Expedia itself - is then liable for 2 cancelation penalties should the need to cancel arise. If Expedia were to book the trip as a RT which is what I - the customer - requested there would only be one cancelation penalty.
I'm VERY well aware that the airlines set their penalties and Expedia has nothing to do with those...Expedia definitely has everything to do with booking two one-way tickets when the customer requests a RT fare. Again, if Expedia would book a RT when a RT is requested and not two OW tickets then this complaint would not have been lodged.
Yes, I have canceled the reservation and have a credit for the two OW tickets - however - I now have to book two OW tickets to be able to use the credit. Two OW tickets are going to be much more expense than one RT ticket. Again, my complaint with Expedia is taking a RT request and booking two OW tickets not facing the penalties posed by an airline.
Expedia needs to stop their bait and switch tactic of taking a customer's request for a RT fare and turning it into two OW tickets without announcing this fact prior to completing the booking especially since obviously is not allowed to complete a RT booking.
Sincerely
Support is unreachable. I have tried calling 100 time to reschedule my flight with UNITED. I cannot get in touch with a agent even after holding for 40 mins. My flight is in 24 hours I am about to loose all 800$ because of support. Biggest mistake of my life booking with Expedia.
My son (student at ***) has been trying to contact Expedia for the past 5 hours to work towards a refund for airfare from a cancelled study abroad trip. While I understand the influx of calls or issues due to COVID 19, my son has been on the phone twice, put on hold both time for up to and over 45 minutes and then disconnected. Trying to contact Expedia by phone is almost impossible and while they claim to have an "email" option in their support section (of the webpage), no email exists. This is truly frustrating for a 20 year old to not only have to learn how to go through getting a refund on almost a thousand dollars of airfare but to be hung up on twice by customer service of a fortune 500 company is nothing but unacceptable.
March 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns 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 case number ***)
regarding flights. We understand *** is requesting a refund.Our
records indicate that ***, or a person authorized for the Expedia
account, booked a one way flight for travel from Denver, CO, USA to Reykjavik,
Iceland, with ***, departing on March 14, 2020.We did
not locate any prior contact. The flight was not canceled prior to the travel date
and the ticket was suspended. A flight is considered used once the departure
time passes, whether the seat was occupied or not.We
contacted *** and advocated on behalf of the customer. They advised
that they are not able to open the ticket at this point. They said they will
provide a goodwill credit for the passenger, ***, to the passengers
email. The airline will provide the amount and terms for the credit via the email.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,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:Attached are copies of emails received by *** (the actual traveler) and correspondence from Expedia. I am not pleased with Expedia stating nothing was done on mine (or rather ***'s) end as I have documentation where he cancelled his flight on 3/12/2020 (before his departure date of 3/14/2020) and I have clearly documented where he and I have called or attempted to contact Expedia, through customer service, to no avail. At this point a travel voucher will not be satisfactory due to the enormous amount of time *** and I have employed to date. While I understand Expedia has many many customer, the handling thus far is well below acceptable even considering the current situation our country and world is experiencing.
Sincerely
April 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. Expedia
is responding to consumer case ***.We regret
any inconvenience. The ticket fare rules stated that the flight was
nonrefundable. Changes were allowed prior to departure, for a fee, plus fare
difference, and with restrictions.The
airline is the merchant of record and the provider/operator of service. The
terms and conditions come from them and Expedia is not able to override them. The
current situation with the global Covid-19 pandemic is unprecedented. The airline
advised that they will provide credit due to the circumstances. However, the customer
will need to contact the airline to rebook. The airline has full control of the
ticket. They may be reached at 1-800-223-5500.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,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: While the ticket was nonrefundable AND the current situation being unprecedented coupled with an email received on March 17th, 2020 stating Expedia would be working to find a resolve. This particular email indicates the itinerary was cancelled (contrary to an earlier response from Expedia through this complaint) and stated the COVID-19 issue presented an issue which was not anticipated. Expedia, as with ***, has indicated it is not their responsibility and refer the customer to either the booking agent or the airline (directly) whichever is the opposite party to which you are talking to at the moment. While I understand the airfare was nonrefundable, the situation which caused the cancellation was outside of anyone's hands and as such should result in adjustments and/or allocations outside of the norm. It is becoming increasingly apparent Expedia is either unwilling or unable to work towards a resolve other than to point the finger at another entity for an answer. Expedia, to date (4/8/2020) has yet to contact *** or myself with regards to resolving this matter, which again yields an apparent lack of willingness to locate a resolve. Even a partial refund would be entertained versus a travel voucher (of which would most likely never be used thus pointless), although the later would essentially be the same as what is being received at this point. Is Expedia simply not willing to directly contact the customer? I ask this because after futile attempts to contact Expedia regarding this issue, utilizing the Revdex.com has been the only avenue which has netted a reply. Further, it is my understanding the United States Federal government provided a massive amount of money to aid in refunding travelers, which apparently have only received travel vouchers and not a refund. Additionally, it is my understanding the feds might possibly become more involved due to the monies not being applied as warranted, described, determined. While this might not directly apply to Expedia, what correspondence, if any, has Expedia extended to those who filed a claim with them (as instructed to do by airline companies)? Where and when will direction be provided for a contact person, contact method (phone, email, mail)? Will contact with the Department of Transportation result in answers being supplied when airlines were ordered to provide refunds? While Expedia is a "middle man", I appreciate they have operational costs and as such a full refund, while preferred and previously stated, might not be the most logical resolve. Further, is there someone willing to speak with me via phone or direct email versus continued interaction utilizing the Revdex.com as a pivot point?
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
I purchased a roundtrip ticket for my mom from expedia last September 2019. In December 2019 I got an email informing me of changes of the return flight, and that I have to call to book another date with no extra charge. So I did, I called expedia and got April 2, 2020 return flight to Manila. In February as I was trying to book a hotel, I noticed the return flight is not visible in my account anymore, so I called expedia, only to find out that the return flight was cancelled, they did not send any notice or anything, I found out myself. Since then I have been calling them for resolution, but they failed to give me a return flight. It's an issue after another, like they book a return flight from Riyadh to manila but no flight from Dulles to Riyadh they promised to give me a call back once they resolved the issue, yet I got no return call nor email from them at all. The last time I called expedia they said that the itirenary # appeared as it's a one way ticket, so they updated to one way instead of roundtrip. And that's probably the reason they don't even bother to call me anymore. But I have the original email that prove I purchased a roundtrip ticket and not a one way ticket. At this point all I need is to book the return flight to avoid overstaying the ***. And all I need from expedia is to return all my money back, because it cost more to book one way flight. I spent so much time waiting for resolution, I called 3 days in a row this week hoping to atleast get any answer but every time I enter the ITIN# the call will just drop. So I guess my itinerary is now filtered out. I need my money back.
March 27, 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 flight reservation. Our records indicate that on September 26, 2019, Ms.,
or an authorized user of her Expedia account, self-booked a roundtrip flight
reservation using Expedia’s website, under itinerary ***. The
reservation is for traveler ***. Travel is on *** Airlines,
departing on October 3, 2019, and returning on April 2, 2020, from Manila, Philippines
to Washington, DC, USA. We understand Ms. is requesting a refund of this
booking.We can confirm that airline-initiated schedule changes
affected the itinerary after booking and Expedia reached out to the customer
for assistance with alternative flights as offered by the vendor. Regrettably, the ticket was not reissued as
further communication with the airline was required to approve the selected
options. From time to time and for a variety of reasons, airlines
issue schedule changes. We understand
that these changes can be inconvenient, time consuming and not customer
friendly. However, 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. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Expedia has no
control over when, or how often, airline-initiated schedule changes occur. We
cannot provide alternative flight options unless approved by the airline and
must adhere to the airline’s policies. Additionally, Expedia’s Terms of Use,
which were agreed to by Ms. 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.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 assistance may be delayed
when reaching out to our offices. We ask Ms. to contact us for the re-issue
of the traveler’s ticket as soon as travel is possible. Based on the
information provided above, Expedia is unable to honor the customer’s refund
request.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Due to Coronavirus, *** issue a public statment advertising all clients that they can cancel or change they flights booked before 31/03/2020 with no fees. As I work for American company, it had been asked to me not to travel to France since the covid 19 is present there. I asked Expedia, the agent I booked the ticket with, to refund completly or to give me the possibility to change dates for no extra fees as *** policy. They refused and I have now been ask to wait unitl they ask senior management since a week to know . they say I can cancel but I will loose the totallity of the amount. *** told me they can't refund me as Expedia didn't pay them the monney. ref expedia *** ref
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