I booked a trip to Australia through Expedia, Itinerary # ***. The flight they have me booked through is ***. On January 21, 2020, I paid an additional $750 to have my seats upgraded. On March 11, I received an email stating the airline could not honor my seats. I was told to contact the airline directly. When I reached out to ***, I was told the wait time is 5 hours, which I do not have. I need Expedia to work with me to have this airline refund my $750. The card I used is canceled due to fraud, so will need it mailed. Expedia could deliver the message to me, so they have a contact there.
They were the ones that sent the email about the seat change.
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a package reservation.
Our records indicate/reflect a roundtrip flight with ***
Airways from Dallas (***) to Sydney (***), departing May 24,2020 and returning
May 31,2020; as well as a five night stay at *** - *** and Apartments. We understand Miss *** is requesting a refund in full for the
package reservation.
*** is allowing change of flights or a possible refund for
those affected by the Covid-19 pandemic. We have made the request with ***
to provide a refund to Miss ***, although this is a request until approved
by ***.
The *** was booked as a non-refundable and if
any changes are to be made, the full penalty in the amount of the full booking
value will be charged. Expedia contacted the property and was advised to send an email for a cancel and
refund request.
Expedia
will contact Miss *** via email when the property responds to our 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,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 03, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I appreciate Expedia working to help. But I also need to have the $750 refunded that I paid for seat upgrades. I received a message from Expedia that *** could not honor it due to operational, safety, or security. This was paid seperatly. The card I used is not longer active, so will need a check mailed yo ***.
Expedia.com Response
• Apr 08, 2020
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from ***
(Revdex.com case number ***). We
regret to hear Miss *** did not accept our response and/or resolution offered.
We have reviewed the documentation ***
provided to further address her concerns.
We understand the charge for $750 was for seat upgrades, however
Expedia did not process this charge and must be handled directly with ***.
We ask that Miss *** contacts *** Airways directly to request a refund
for the upgraded seats.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Customer Response
• Apr 08, 2020
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I can go directly on the seats- however I see the flight was indeed canceled, but I haven’t heard about a refund. The card used to purchase the flight is no longer active due to fraud. Will the money be mailed in a check? Or do I get a credit with the airline? Please advise.
I have called Expedia's phone line numerous times throughout today and yesterday. The phone line continues to be down. And they are unresponsive. I checked my online account to receive a refund and cancel my current hotel reservation in LA due to the Coronavirus; however, it will not allow me to receive a refund.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
In the event of the Coronavirus, my events has been cancelled so I need to cancel my flight through Expedia. I booked in the window that is refundable by all air company but Expedia is making access to them impossible. There is no way to request a cancellation through there website and you need to reach an agent. However, I have been waiting hours and hours and no way to reach them and when I was successful to have a person, they played cheap trick on me: the two first, we are only responsible for hotel cancellation and they put me on hold again and once you reach the right person, I had two excuses. I cannot hear you well and they hangout on you or the other excuse was you are a Gold member, let me get you to a gold customer agent and I kept waiting for another an hour without success. I tried the chat, I was connected on the window for 4 hours during which two agents connected and pretended that they were not receiving my messages. I understand it happens one but with all the agents? This type of trick is despicable. With all the stress caused by this pandemic, they make us impossible to ask for our basic right: cancel our flight and get our money back.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I am 78 days away from sailing to Mexico. However, I am trying to cancel my itinerary before the final deposit is made in the amount of $1300. I tried calling Expedia at 1-866-327-8682 several times/ 1 404 728- 8787 several times/ 1-866 310-5768 several times in which agents disconnected the call twice after I had been waiting for an hour on hold. I am not able to cancel online, the cancel option is no longer available. Email is not available for request to cancel. There isn't an address listed to send a certified letter to cancel. It is only stating by phone. The website is stating that if I cancel before the 75 days are up, that I will get a full refund. However, the difficulty I am having cancelling this reservation has proven impossible. I want a full refund because I have been trying since yesterday 03/10/20 to cancel.
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 paid over $4000 for business class tickets to Japan. Due to COVID-19 I needed to change my flights. I was on hold for over an hour for four separate calls with Customer Service. Two of those calls dropped after an hour. Two I got through. The first call I asked for a refund and *** Airlines was not providing refunds. The second call I asked to change my trip. The agent on the phone booked my updated dates and took credit card payment for the difference in tickets. He put me on hold for an hour to try and get a waiver code from ***.
He was unable to get the code and I had to drop (he asked me to hold but I had to go to a meeting). I received an email stating that "my cancellation was unable to be processed but if I wanted to rebook *** airlines would waive the fee" -- I was trying to rebook. I called again and all three of the customer service phone numbers were experiencing "technical difficulties". One email listed a separate (fourth) phone number and have been on hold for over an hour without speaking to an agent. Not only do my flights not show as changed, but I was also charged additional fees. I am very unhappy. The customer service and responsiveness is terrible, they didn't get the facts straight call to call, and I have other travel dependent on these flights being changed. The airline will not help me because I booked with Expedia.
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 bought airline tickets to DC for a tournament for my nephew. The tournament is no longer happening due to cornavirus in DC. *** updated updated their policy to allow changes in airline tickets but Expedia not honoring. Called *** they said had to speak to Expedia. Expedia customer service is impossible to reach. I sat on hold for 5 hours via telephone and online just to be disconnected and never speak with anyone. To cancel online it says no refund will be issued. I did purchase travel insurance as well but somehow how an epidemic of virus is not included in their bogus insurance policy. Would love to speak to a human about this. Expedia making tons of money off of this health crisis
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
has suspended my flight on March 12, 2020 from BWI to Incheon, South Korea. I called Expedia to cancel my flight that booked in Dec 2019. I have not been able to get in touch with them. My flight leaves in 24 hours. I have been on the phone for >10 hours today and waiting in the chat room for 4.5 hours. I got connected to one service member who disconnected by phone call and never called back.
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
Customer Response
• Mar 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia offers flight protection for an extra fee. I paid an extra 40$ to insure my flight is protection encase I needed to cancel it or change it as they advertise. When I made an attempt to cancel I flight and purchase another one, they said I couldn't do it, and the moment I called they said my flight protection was canceled. I had this flight protection since I purchased the ticket, and the day I need it, the very day I call they say it was canceled the same day? Their flight protection is fraud, if they are not protecting my flight from changes what is the extra money going to?
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
In October, I booked travel to Seattle for a convention and to visit friends. Within the last month, a national health crisis has arisen, and I am in the demographic to be most likely to have severe case of COVID-19. The convention, as well as other activities we had planned, has cancelled (rescheduled to summer). I have been trying for a week to contact Expedia to cancel my flights. I spoke with one rep via *** who said I would be able to get credit toward future flights, but the server crashed and we were disconnected before I could complete the conversation. I have tried calling, been on hold for over an hour several times, only to be disconnected without speaking to anyone. I have reached out via *** and via Expedia's own website chat, to no avail. I see a lot of complaints about Expedia being non-responsive to customers, and I just want to be able to take my vacation when the national health crisis passes.
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a round trip airline ticket through expedia.com to attend an event in Washington DC associated with my professional work. Because of the Corona Virus outbreak, the event I was suppose to attend was cancelled. Not my doing. I contacted Expedia to cancel my trip and hopefully get a refund. I was told that was not possible but that I would get a travel voucher. My ticket was a little over $500. The Expedia Agent told me what the rebooking fee would be and that I should cancel to preserve any chance at getting a travel voucher. I was told that if the airlines changed their policies before the effective day of time of my trip that I would be eligible under the new refund/travel credit rules. Based on Expedia's advice, I cancelled. I was issued a travel voucher worth about $100 after deducting rebooking fees. So I checked early this morning and found out that both airlines had waived rebooking fees and I qualified for each. Because I went through Expedia, I was told to contact them. Which I did. Spent 4 hours on hold waiting for a response. I finally got someone and they told me that because I cancelled when I did, that I was no longer eligible for a travel voucher under the airlines revised policy. Clearly opposite of what I was told a couple of days ago. I asked to speak to a supervisor and was told I could not. I then asked about the appeals process to escalate it. I followed the instructions, but the ability to escalate my complaint was disabled and not available. Because I listened to the Expedia agent I am essentially out $500 and given a worthless "travel voucher" with fees that make it worthless. I am very upset at the poor treatment I have received as well as the lack of ability to speak with anyone of authority to discuss my concerns. Valuable but expensive lesson learned. Unless I have a positive outcome, I won't be using Expedia again. Clearly there are better choices.
My Expedia travel itinerary number is ***.
Expedia.com Response
• Apr 05, 2020
April 5,
2020Revdex.com ***,
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 a flight. We understand *** is requesting a
refund.Our
records indicate on January 22, 2020, ***, or a person authorized
for the Expedia account, booked combined one way flights for travel from
Portland, OR to Washington, DC, departing on March 11, 2020 with ***
Airlines, and returning on March 14, 2020 with *** Airlines, plus flight
cancelation coverage with ***.The
customer requested cancelation on March 11, 2020. The flights were being
operated by the airline. In both cases the airline was allowing credit that
could be used at a future time but not refunds.***
Airlines is allowing the full use of the value of the ticket to be put towards
a new flight that is rebooked within one year of the issue date, for the same
passengers, on *** Airlines flights. No change fee will be collected, but any
difference in fare above the current value will be collected.*** Airlines
is also offering credit towards a new ticket, for the same passengers, on
*** Airlines. They advise new tickets must be reissued on or before December
31, 2020 for the exchange to have no change fees. Fare difference will apply if
the new fare is higher. The tickets may be exchanged after December 31, 2020,
up to one year of the booking date, however the change fee will apply during
that time.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 09, 2020
Complaint: ***
I am rejecting this response because: The response is factually incorrect. First I cancelled my ticket on March 9 and not March 11 as stated. Second, my return flight was *** and not *** Airlines. I don't know where either of these came from.
Specifically, I want to know how to remedy this situation with the airlines. Both sites stated that because I bought through Expedia that I would have to resolve it through them. Which has been virtually impossible to get a reasoned response from. So what do I have to do to get an accurate response and more importantly, how to I resolve this and get the credit properly applied? And what steps do I need to take to secure them?
Sincerely
Expedia.com Response
• Apr 14, 2020
April 14,
2020Revdex.com ***,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. We are
responding to the consumer complaint Revdex.com case number ***.At the
time of booking, the terms and conditions were provided for the flights. They
advised that the flights were nonrefundable. Should changes be requested, the changes
would incur the cost of change fees plus difference in fare. The flights
were operated as per the normal schedule by the airline. The customer requested
cancelation. Due to travel concerns and issues caused by the pandemic, the
airlines were allowing passengers to make changes without paying the change
fees. The airline is not required to provide a refund unless the flights are
not operating, and cannot be replaced with similar flights. In this case, a
refund is not available for the flights.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 15, 2020
Complaint: ***
I am rejecting this response because: Absolutely useless response. What you have stated here was NOT what I was told over the phone when I was advised and encouraged by EXPEDIA to cancel my reservation. I was told at the same time to check back to see if changes to the refund policy had changed because I would be eligible.
Seriously, my experience with Expedia has been ruined by poor information and all out lies. I will be closing my account today and telling my associates of the experience and how Expedia screwed me over. Thanks for nothing. You ought to, instead, showing leadership rather than towing the party line. Doesn't say much about your organization. Pretty classless.
I purchased 3 flights and then a fourth flight to Rome. I also purchased flight insurance for the four tickets. I needed to cancel because because Italy had the Corona Virus. The customer service agent said Expedia would refund my money and they have not. I have print outs of the customer service online conversations wherein they say I am eligible for refund because I purchased flight insurance. Now Italy is closed for travel and I still can't get my refunds.
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 30, 2020
Complaint: ***
I am rejecting this response because: I have screen shots wherein several customer service representatives tell me my flight insurance guarantees reimbursement. The conversations are attached.
Sincerely
Expedia.com Response
• Apr 06, 2020
April 6, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund.
Our records indicate on August 21, 2020, Ms. or an authorized user of the account self-booked three round trip flights on *** departing March 27, 2020 from Los Angeles, CA, USA to Rome, Italy and returning on April 4, 2020, along with a seven night hotel stay at *** Hotel, Rome and the Vacation Waiver, via ***. A email confirmation was emailed the email address on file, it has not been opened.
In addition on August 22, 2020, Ms. or an authorized user of the account self-booked three round trip flights on *** departing March 27, 2020 from Los Angeles, CA, USA to Rome, Italy and returning on April 4, 2020, along with the Flight Protection Plan, via ***. A email confirmation was emailed the email address on file, it was opened once. There are no notes on the Expedia account in regards to this itinerary, with the exception of CHAT online and the customer cancelling the itinerary herself online.We can confirm on February 29, 2020, the customer called to cancel and contacted our CHAT requesting to cancel due to virus outbreak. Our representative reviewed the reservation and verified it was non-refundable, changeable with $275 change fee. The representative advised since it is changeable we cannot process a refund. Our representative advised that she can wait for *** () to come out with a policy or she could change the reservation. Our representative called *** to see if they could give waiver code for cancelation and they advised they do not have one. Our CHAT representative checked for a flex policy from airline's website but there was not one that covered the customer cancellation request. The customer left chat. The reservation was left as is. Our next CHAT representative advised that the insurance did not cover the flight.
The customer was sent an email and it advised that she would receive a refund for $2,259.27.On March 1, 2020, the customer called in requesting status of her refund. Our representative advised to wait since it has been assigned to be completed and the customer agreed.
On March 4, 2020, the customer was emailed and advised that the hotel does not have a policy and if she proceeds with the cancellation the normal policy will apply. Our representative contacted the hotel and they advised on two different calls to call ck on the following day.
On March 5, 2020, the customer contacted our CHAT Team and advised she wants to cancel her flights. Our representative review the fare rules and the tickets are non-refundable. Our representative called *** to confirm if they offered a credit voucher. They confirmed that ticket needs to be changed and reissued same day, otherwise it's lost value.
After further review on April 6, 2020, Expedia was able to review the details of the protection and *** fare sis. The fare sis was changeable and the flights should have been changed and the protection would have covered the change fee. The protection did not cover 100% refund if cancelled. Expedia has issued a refund for $2,259.27 for itinerary ***. The refund will appear on the original card that was charge within the next 30 days. A refund receipt has been emailed to the email address on file.
In review of our back office system Expedia has been able to verify that itinerary *** was cancelled by the customer on March 1, 2020. The flight has a future flight, there is no refund for this flight. The fight may be exchanged. Ms. would need to contact our Customer Service Department at 877-227-7481 to exchange or contact *** at *** regard the protection taken for the flight.
The hotel was non-refundable and their cancellation policy is applicable to the hotel, since they did not have a COBID19 policy in effect.
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. *** 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. 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We 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,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 06, 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 FOR YOUR HELP! I am so very grateful to you.
I booked an international flight through Expedia on February 19, 2020. The flight was scheduled for March 12. With the emerging concerns about fast-spreading COVID-19, on March 10, 2020, my airline (***) changed its policy and allowed any changes to be made for tickets issues before March 2. However, Expedia agents refused to make the change; in addition, it was almost impossible to get in touch with an agent, and once they declared that the change was impossible, they would disconnect leaving no recourse other than attempting to connect again, which would take many hours.
This is an unacceptable business practice, and the company must reimburse my expenses, including time wasted on trying to connect to their agents. They should provide an on-line facility for flight changes in a situation of global health emergency to minimize impact on travelers.
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.
The CDC recommends passengers avoid cruises and if you go, to isolate yourself for 14 days. I am a teacher and my kids are all students; we cannot isolate ourselves or afford the time to be quarantined on a cruise. I have tried for hours to contact Expedia to no avail. I am willing to change the dates in hopes that this virus goes away when it gets warmer. Booking # *** and Itinerary # *** March 12-16, 2020 from Charleston, SC. Please help me get this resolved quickly.
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 had a trip programmed to Italy and had to cancel due to the corona virus outbreak. I was able to get refund for mostly everything with an exception of two thing:
1- Hotel in Rome for 781.20. Expedia claims it is a non refundable hotel even though these are extenuating circumstances. The Entire country of italy is in lockdown, no travel is allowed to travel inside the country, the Vatican is closed, bars and restaurantes close at 6pm, schools and universities are closed, all public events are closed, *** (my airline out of italy) has cancelled all flight to and out of Italy. Despite all this, Expedia is arguing everything is fine in Rome and I should be able to go there with no issues, so no approval for waiving the non refundable policy.
2- Ticket to Rome for 3 people with *** Airlines for $1,772.10 has been refunded by *** Airlines to Expedia but Expedia is playing dumb and not refunding it back to me. This has been confirm and documented by *** Airlines and Expedia is not crediting the money to my Credit Card
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
We contacted Expedia.com Customer support on 3/1/2020 to cancel reservation/itinerary Itinerary # ***
The number of tickets needing to be refunded: Total number of tkts : 4
The request to Expedia was made due to the current situation with the Corona Virus and the fact my youngest daughter is under the Autism spectrum as well as other underlying medical conditions which is already a difficult situation already, and with the uncertainty experienced by travelers currently being quarantined and or locked down, it would make for us impossible to carry-out this reservation. We complied with Expedia Support / Supervisor Regine and provided All the necessary documents/medical letter and reservation details via email as requested to have our refund processed with *** Airlines.
I have called multiple times and I have spoken with supervisors : Annette, and April on 3/10/2020 and other representatives at Expedia where no actions or follow ups have been made thus far.
My latest Call on 3/10/2020 I was on the line with expedia for over 2 hrs and no resolution
All other vendors associated with our previously planned travel have been able to refund us in full. However, this has not been the case with Expedia dealing with ***.
The reference case on Expedia us under : extenuating circumstance refund (ECR) request. - Case ID : [REQ:***]
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased a hotel reservation thru Expedia.com for March 9-12 in *** Anaheim South for the amount of $582.45. Since California is one of the three states with most Coronavirus cases in the US we got a little concern about making the trip. We were to go to *** and then visit family, a 70 yrs old, cancer survivor. I called Expedia before the travel day due to the extenuating circumstances they would change the reservation. I was aware that they would not refund the money, because we didn't buy the insurance, but being a world wide problem I called on Saturday March 7th to see my options. The Expedia rep was very nice, she said Expedia had no problem changing the reservation, but the would have to get approval from the Hotel. She called the hotel, I waited for a few minutes then she said the hotel informed her that the person who would approve the change didn't work weekends and that they would contact the hotel and let me know on Monday. I told her that I really needed this resolved to decide if we would travel or not. She assured me that they would put an urgent status on the case and they would contact me ASAP. I didn't hear anything back and I was getting nervous so I called back the following day on Sunday to see if they had contacted the hotel. The representative again was very nice and polite, even looked up if the hotel was available on the dates I was requesting the change July 27-30. Again she assured me Expedia could make the change, just needed the hotel's approval and advised me to call the hotel directly. So, I called the hotel and explained my situation. The hotel confirmed that Expedia had reached them but the person in charge would come in on Monday. I was transferred to the in-house reservations and left a message for ***. She returned the call on Monday 8:20am she approved the change and asked to contactExpedia because they would make change. I tried calling Expedia 3 additional and they refuse to make the change
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased airline tickets from Korea to Guam. But due to coronavirus and being military, I have to cancel my flights. I am unable to contact someone who can actually help me. I have called four times and keep getting transferred in circles for hours.
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers.
We have already responded to this case previously as below:We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.Upon review, we found the customer has already cancelled the reservation by contacting our customer service team with applicable cancellation fee of KRW 60000 per passenger. Customer was advised that the refund should be credited within 8-12 weeks in to the original form of payment. We have also informed the customer about this cancellation via email and trust that this matter is now resolved. Regards,Arun ***Priority Customer Escalations AgentExpedia.co.kr
Customer Response
• Apr 03, 2020
Complaint: ***
I am rejecting this response because: the issue was not resolved. I was charged double the fees as shown in the attached. They did email me and asked to reply, which I did and got ZERO response. How can they consider this matter settled?
Sincerely
Expedia.com Response
• Apr 09, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers for itinerary ***.
We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.
Upon review, we found that there was a discrepancy in the refund amount for which we apologise. Please know that we've refunded remaining KRW 180000 (148.79 USD) to the original form of payment and it will reflect in next 30 working days.
We have also informed the customer about this refund via email and trust that this matter is now resolved.
I have reviewed the response made by the business in reference to complaint ID, and although I do not find this resolution satisfactory, I feel that this is going to be the best that company does in response to my concern. I don't think continuing my argument with them is going to completely resolve the issue.
This complaint is related to Expedia Itinerary number ***
I purchased a ticket to fly (on ***) to Seoul Korea and then to Thailand on Thursday March 26th. The flight was initially set to leave at 12:50am and now is set to leave at 1:00pm. Also the return flight was initially set for Saturday April 4 at 11:15pm from Chiang Mai back to New York and now the return flight is set to return at 10:00am - a loss of 12 hours of vacation time. Overall the change in flight time has led to a loss of over >24 hours. Most recently *** has suspended flights to Seoul, Korea. I have emailed and spoken to Expedia and have yet to receive a refund.
Expedia.com Response
• Mar 26, 2020
March 26, 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 his flight reservation.Our records indicate that a refund of
his ticket was initiated through the ***line’s system on March 7, 2020. We ask
that he allows up to 30 days for the refund to be received from the merchant of
record, *** Lines.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Mar 26, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My name is ***. My coworkers and I booked a bundle deal on Expedia to travel to Panama on March 14 – March 22. The itinerary # is ***. I am one of the three travelers and due to recently getting ill, I am unable to take this flight. We work together in *** and have gotten sick. I will gladly provide the airline with a doctor's note saying we can not travel due to the possible risk of infecting others. I have attempted to call Expedia on numerous occasions and the automated machine hangs up on the call this flight. I am asking for a full refund since we can not take this trip due to illness and Expedia is non responsive
Expedia.com Response
• Mar 27, 2020
March 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. B ***, Revdex.com case number *** regarding getting a full refund. We understand that Ms. is seeking a full refund for to Covid19. Our records indicate on February 5, 2020, Ms. *** or an authorized user of the account self-booked three round trip flights departing March 14, 2020 from New York, NY to Panama City, Panama and returning on March 22, 2020; along with an eight night hotel reservation at *** Panama, via ***.
We can confirm on March 5, 2020, the customer called to cancel due to Corona Virus. She advised that she is the supervisor of a hospital and works with patients with the illness. Our representative called the airline and they advised a $200.00 fee is valid before February 4, 2021.
On March 10, 2020, the customer called to cancel the reservation due to COVID-19. Our representative reviewed the airline policy and they did not have a Covid19 policy in place. A call was made to the hotel but they were not available. The customer contacted our CHAT Team and they advised per the fare rules of the flight the flight is eligible for a credit.
On March 11, 2020, the customer contacted our CHAT Team regarding cancelling the hotel reservation. Our representative called the hotel and they authorized fully refunding the hotel reservation. Our representative issued a full refund for $1,408.40 to the original card that was charged.
On March 12, 2020, the customer called requesting to cancel the reservation because one of the passengers has the coronavirus. Our representative advised COPA ticket is non-refundable and there is a $150 change fee per person plus any increase in fare.
After further review on March 27, 2020, Expedia reviewed the fare rules for the COPA airline tickets and they do not have a Covid19 policy for the travel destinations on the customer’s itinerary. COPA rule state the ticket can be changed with a $150 change fee plus any difference in fare. COPA website advises that they have temporarily shut down operations effective March 22, 2020 through April 21, 2020. Expedia can exchange the tickets based on COPA fare rules, $150 change plus any difference in fare. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the airline in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor a refund for the COPA flights. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Mar 27, 2020
Complaint: ***
I am rejecting this response because Expedia is being dishonest. I saved the chats with the Expedia representative who had me on hold and spoke with a Copa Representative who advised to submit the medical documentation via email to receive a full refund. Please see the attached documents as proof this is what the Expedia representative told me via the chat.
Sincerely
Expedia.com Response
• Apr 03, 2020
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding a refund for the COPA flights.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. As of April 3, 2020 Expedia called COPA and they advised the passenger can reissue their tickets until December 31, 2021. Their waiver can only be used once. The new flights must be completed before December 31, 2021. The travelers cannot stay at a destination more than 21 days. They must have the same fare class, if it is not available the customer must pay any difference in cost. If the fare is available there will not be any additional charge. If the customer cancelling based on medical they must submit a medical doctor’s note and we will forward to COPA. COPA will make their decision based on the medical documentation they are provided and advise Expedia accordingly.
Expedia has emailed the customer under separate cover asking for the medical note. Upon receiving the doctors note it we will forward to COPA and await their response.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,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 04, 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.
On Sept 6th of last year, My wife and I booked a 7 night stay at a hotel in *** through Expedia. Two days later we needed to change the reservation dates by one day. I contacted Expedia and explained the situation. They said they would contact the hotel and get back to me. On the 10th of September, I received this email:
=========================
Dear ***,
We received an email from ***. They approved to change the date of the reservation without any penalty charge.
If you wish to continue to change the date of your reservation. Please reply to this email.
Thank you for choosing Expedia.
John P Expedia Customer Service Team
========================================
I replied as instructed and gave the matter no more thought until our vacation got closer. I checked and found the changes had NOT BEEN MADE. I called customer support and was told it would now cost an additional $1000.00 dollars to change the reservation date by one day. I contacted them again asking that they help me book and additional day which I was prepared to pay for. This is the email I got from Expedia
=========================================
Dear ***,
This email is regarding your request to add an additional night for your hotel reservation at the ***. We have presented your case directly with the hotel and we are sorry to inform you that despite our best efforts to advocate your request, the hotel stands firm with their reservation policies and had unfortunately denied your request.
As much as we would like to help you, we do not have the authority to supersede or override the decision of the hotel. Expedia follows the rules and restraints of the vendors whose services we sell. We only act as an agent for their product and we are unable to override the hotel's decision. We hope you will give us an opportunity to assist you with your travel plans again soon.
Your understanding on this matter is highly appreciated.
Carlos
Expedia Customer Service Team
===============================================
Here is my response:
I find that most interesting, especially considering I just got off the phone with the hotel and they have agreed to add an additional night. It is becoming quite apparent that Expedia does not have any interest in customer service, even when it was the actions of Expedia that caused the issue in the first place. I am going to do all I can to broadcast my shoddy treatment by your firm to all the social media formats and forums.
The upshot of this is I would warn anyone considering Expedia to give it a long second thought. If my experience is any benchmark of their customer service, you may want to consider other options for your travel plans
I booked a trip to Australia through Expedia, Itinerary # ***. The flight they have me booked through is ***. On January 21, 2020, I paid an additional $750 to have my seats upgraded. On March 11, I received an email stating the airline could not honor my seats. I was told to contact the airline directly. When I reached out to ***, I was told the wait time is 5 hours, which I do not have. I need Expedia to work with me to have this airline refund my $750. The card I used is canceled due to fraud, so will need it mailed. Expedia could deliver the message to me, so they have a contact there.
They were the ones that sent the email about the seat change.
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***
***
(Revdex.com case number ***) regarding a package reservation.
Our records indicate/reflect a roundtrip flight with ***
Airways from Dallas (***) to Sydney (***), departing May 24,2020 and returning
May 31,2020; as well as a five night stay at *** - *** and Apartments. We understand Miss *** is requesting a refund in full for the
package reservation.
*** is allowing change of flights or a possible refund for
those affected by the Covid-19 pandemic. We have made the request with ***
to provide a refund to Miss ***, although this is a request until approved
by ***.
The *** was booked as a non-refundable and if
any changes are to be made, the full penalty in the amount of the full booking
value will be charged. Expedia contacted the property and was advised to send an email for a cancel and
refund request.
Expedia
will contact Miss *** via email when the property responds to our 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,
Michael ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I appreciate Expedia working to help. But I also need to have the $750 refunded that I paid for seat upgrades. I received a message from Expedia that *** could not honor it due to operational, safety, or security. This was paid seperatly. The card I used is not longer active, so will need a check mailed yo ***.
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from ***
(Revdex.com case number ***). We
regret to hear Miss *** did not accept our response and/or resolution offered.
We have reviewed the documentation ***
provided to further address her concerns.
We understand the charge for $750 was for seat upgrades, however
Expedia did not process this charge and must be handled directly with ***.
We ask that Miss *** contacts *** Airways directly to request a refund
for the upgraded seats.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Michael ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I can go directly on the seats- however I see the flight was indeed canceled, but I haven’t heard about a refund. The card used to purchase the flight is no longer active due to fraud. Will the money be mailed in a check? Or do I get a credit with the airline? Please advise.
I have called Expedia's phone line numerous times throughout today and yesterday. The phone line continues to be down. And they are unresponsive. I checked my online account to receive a refund and cancel my current hotel reservation in LA due to the Coronavirus; however, it will not allow me to receive a refund.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
In the event of the Coronavirus, my events has been cancelled so I need to cancel my flight through Expedia. I booked in the window that is refundable by all air company but Expedia is making access to them impossible. There is no way to request a cancellation through there website and you need to reach an agent. However, I have been waiting hours and hours and no way to reach them and when I was successful to have a person, they played cheap trick on me: the two first, we are only responsible for hotel cancellation and they put me on hold again and once you reach the right person, I had two excuses. I cannot hear you well and they hangout on you or the other excuse was you are a Gold member, let me get you to a gold customer agent and I kept waiting for another an hour without success. I tried the chat, I was connected on the window for 4 hours during which two agents connected and pretended that they were not receiving my messages. I understand it happens one but with all the agents? This type of trick is despicable. With all the stress caused by this pandemic, they make us impossible to ask for our basic right: cancel our flight and get our money back.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I am 78 days away from sailing to Mexico. However, I am trying to cancel my itinerary before the final deposit is made in the amount of $1300. I tried calling Expedia at 1-866-327-8682 several times/ 1 404 728- 8787 several times/ 1-866 310-5768 several times in which agents disconnected the call twice after I had been waiting for an hour on hold. I am not able to cancel online, the cancel option is no longer available. Email is not available for request to cancel. There isn't an address listed to send a certified letter to cancel. It is only stating by phone. The website is stating that if I cancel before the 75 days are up, that I will get a full refund. However, the difficulty I am having cancelling this reservation has proven impossible. I want a full refund because I have been trying since yesterday 03/10/20 to cancel.
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 paid over $4000 for business class tickets to Japan. Due to COVID-19 I needed to change my flights. I was on hold for over an hour for four separate calls with Customer Service. Two of those calls dropped after an hour. Two I got through. The first call I asked for a refund and *** Airlines was not providing refunds. The second call I asked to change my trip. The agent on the phone booked my updated dates and took credit card payment for the difference in tickets. He put me on hold for an hour to try and get a waiver code from ***.
He was unable to get the code and I had to drop (he asked me to hold but I had to go to a meeting). I received an email stating that "my cancellation was unable to be processed but if I wanted to rebook *** airlines would waive the fee" -- I was trying to rebook. I called again and all three of the customer service phone numbers were experiencing "technical difficulties". One email listed a separate (fourth) phone number and have been on hold for over an hour without speaking to an agent. Not only do my flights not show as changed, but I was also charged additional fees. I am very unhappy. The customer service and responsiveness is terrible, they didn't get the facts straight call to call, and I have other travel dependent on these flights being changed. The airline will not help me because I booked with Expedia.
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 bought airline tickets to DC for a tournament for my nephew. The tournament is no longer happening due to cornavirus in DC. *** updated updated their policy to allow changes in airline tickets but Expedia not honoring. Called *** they said had to speak to Expedia. Expedia customer service is impossible to reach. I sat on hold for 5 hours via telephone and online just to be disconnected and never speak with anyone. To cancel online it says no refund will be issued. I did purchase travel insurance as well but somehow how an epidemic of virus is not included in their bogus insurance policy. Would love to speak to a human about this. Expedia making tons of money off of this health crisis
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
has suspended my flight on March 12, 2020 from BWI to Incheon, South Korea. I called Expedia to cancel my flight that booked in Dec 2019. I have not been able to get in touch with them. My flight leaves in 24 hours. I have been on the phone for >10 hours today and waiting in the chat room for 4.5 hours. I got connected to one service member who disconnected by phone call and never called back.
Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia offers flight protection for an extra fee. I paid an extra 40$ to insure my flight is protection encase I needed to cancel it or change it as they advertise. When I made an attempt to cancel I flight and purchase another one, they said I couldn't do it, and the moment I called they said my flight protection was canceled. I had this flight protection since I purchased the ticket, and the day I need it, the very day I call they say it was canceled the same day? Their flight protection is fraud, if they are not protecting my flight from changes what is the extra money going to?
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
In October, I booked travel to Seattle for a convention and to visit friends. Within the last month, a national health crisis has arisen, and I am in the demographic to be most likely to have severe case of COVID-19. The convention, as well as other activities we had planned, has cancelled (rescheduled to summer). I have been trying for a week to contact Expedia to cancel my flights. I spoke with one rep via *** who said I would be able to get credit toward future flights, but the server crashed and we were disconnected before I could complete the conversation. I have tried calling, been on hold for over an hour several times, only to be disconnected without speaking to anyone. I have reached out via *** and via Expedia's own website chat, to no avail. I see a lot of complaints about Expedia being non-responsive to customers, and I just want to be able to take my vacation when the national health crisis passes.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased a round trip airline ticket through expedia.com to attend an event in Washington DC associated with my professional work. Because of the Corona Virus outbreak, the event I was suppose to attend was cancelled. Not my doing. I contacted Expedia to cancel my trip and hopefully get a refund. I was told that was not possible but that I would get a travel voucher. My ticket was a little over $500. The Expedia Agent told me what the rebooking fee would be and that I should cancel to preserve any chance at getting a travel voucher. I was told that if the airlines changed their policies before the effective day of time of my trip that I would be eligible under the new refund/travel credit rules. Based on Expedia's advice, I cancelled. I was issued a travel voucher worth about $100 after deducting rebooking fees. So I checked early this morning and found out that both airlines had waived rebooking fees and I qualified for each. Because I went through Expedia, I was told to contact them. Which I did. Spent 4 hours on hold waiting for a response. I finally got someone and they told me that because I cancelled when I did, that I was no longer eligible for a travel voucher under the airlines revised policy. Clearly opposite of what I was told a couple of days ago. I asked to speak to a supervisor and was told I could not. I then asked about the appeals process to escalate it. I followed the instructions, but the ability to escalate my complaint was disabled and not available. Because I listened to the Expedia agent I am essentially out $500 and given a worthless "travel voucher" with fees that make it worthless. I am very upset at the poor treatment I have received as well as the lack of ability to speak with anyone of authority to discuss my concerns. Valuable but expensive lesson learned. Unless I have a positive outcome, I won't be using Expedia again. Clearly there are better choices.
My Expedia travel itinerary number is ***.
April 5,
2020Revdex.com ***,
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 a flight. We understand *** is requesting a
refund.Our
records indicate on January 22, 2020, ***, or a person authorized
for the Expedia account, booked combined one way flights for travel from
Portland, OR to Washington, DC, departing on March 11, 2020 with ***
Airlines, and returning on March 14, 2020 with *** Airlines, plus flight
cancelation coverage with ***.The
customer requested cancelation on March 11, 2020. The flights were being
operated by the airline. In both cases the airline was allowing credit that
could be used at a future time but not refunds.***
Airlines is allowing the full use of the value of the ticket to be put towards
a new flight that is rebooked within one year of the issue date, for the same
passengers, on *** Airlines flights. No change fee will be collected, but any
difference in fare above the current value will be collected.*** Airlines
is also offering credit towards a new ticket, for the same passengers, on
*** Airlines. They advise new tickets must be reissued on or before December
31, 2020 for the exchange to have no change fees. Fare difference will apply if
the new fare is higher. The tickets may be exchanged after December 31, 2020,
up to one year of the booking date, however the change fee will apply during
that time.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: The response is factually incorrect. First I cancelled my ticket on March 9 and not March 11 as stated. Second, my return flight was *** and not *** Airlines. I don't know where either of these came from.
Specifically, I want to know how to remedy this situation with the airlines. Both sites stated that because I bought through Expedia that I would have to resolve it through them. Which has been virtually impossible to get a reasoned response from. So what do I have to do to get an accurate response and more importantly, how to I resolve this and get the credit properly applied? And what steps do I need to take to secure them?
Sincerely
April 14,
2020Revdex.com ***,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. We are
responding to the consumer complaint Revdex.com case number ***.At the
time of booking, the terms and conditions were provided for the flights. They
advised that the flights were nonrefundable. Should changes be requested, the changes
would incur the cost of change fees plus difference in fare. The flights
were operated as per the normal schedule by the airline. The customer requested
cancelation. Due to travel concerns and issues caused by the pandemic, the
airlines were allowing passengers to make changes without paying the change
fees. The airline is not required to provide a refund unless the flights are
not operating, and cannot be replaced with similar flights. In this case, a
refund is not available for the flights.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: Absolutely useless response. What you have stated here was NOT what I was told over the phone when I was advised and encouraged by EXPEDIA to cancel my reservation. I was told at the same time to check back to see if changes to the refund policy had changed because I would be eligible.
Seriously, my experience with Expedia has been ruined by poor information and all out lies. I will be closing my account today and telling my associates of the experience and how Expedia screwed me over. Thanks for nothing. You ought to, instead, showing leadership rather than towing the party line. Doesn't say much about your organization. Pretty classless.
Sincerely
I purchased 3 flights and then a fourth flight to Rome. I also purchased flight insurance for the four tickets. I needed to cancel because because Italy had the Corona Virus. The customer service agent said Expedia would refund my money and they have not. I have print outs of the customer service online conversations wherein they say I am eligible for refund because I purchased flight insurance. Now Italy is closed for travel and I still can't get my refunds.
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because: I have screen shots wherein several customer service representatives tell me my flight insurance guarantees reimbursement. The conversations are attached.
Sincerely
April 6, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a full refund.
Our records indicate on August 21, 2020, Ms. or an authorized user of the account self-booked three round trip flights on *** departing March 27, 2020 from Los Angeles, CA, USA to Rome, Italy and returning on April 4, 2020, along with a seven night hotel stay at *** Hotel, Rome and the Vacation Waiver, via ***. A email confirmation was emailed the email address on file, it has not been opened.
In addition on August 22, 2020, Ms. or an authorized user of the account self-booked three round trip flights on *** departing March 27, 2020 from Los Angeles, CA, USA to Rome, Italy and returning on April 4, 2020, along with the Flight Protection Plan, via ***. A email confirmation was emailed the email address on file, it was opened once. There are no notes on the Expedia account in regards to this itinerary, with the exception of CHAT online and the customer cancelling the itinerary herself online.We can confirm on February 29, 2020, the customer called to cancel and contacted our CHAT requesting to cancel due to virus outbreak. Our representative reviewed the reservation and verified it was non-refundable, changeable with $275 change fee. The representative advised since it is changeable we cannot process a refund. Our representative advised that she can wait for *** () to come out with a policy or she could change the reservation. Our representative called *** to see if they could give waiver code for cancelation and they advised they do not have one. Our CHAT representative checked for a flex policy from airline's website but there was not one that covered the customer cancellation request. The customer left chat. The reservation was left as is. Our next CHAT representative advised that the insurance did not cover the flight.
The customer was sent an email and it advised that she would receive a refund for $2,259.27.On March 1, 2020, the customer called in requesting status of her refund. Our representative advised to wait since it has been assigned to be completed and the customer agreed.
On March 4, 2020, the customer was emailed and advised that the hotel does not have a policy and if she proceeds with the cancellation the normal policy will apply. Our representative contacted the hotel and they advised on two different calls to call ck on the following day.
On March 5, 2020, the customer contacted our CHAT Team and advised she wants to cancel her flights. Our representative review the fare rules and the tickets are non-refundable. Our representative called *** to confirm if they offered a credit voucher. They confirmed that ticket needs to be changed and reissued same day, otherwise it's lost value.
After further review on April 6, 2020, Expedia was able to review the details of the protection and *** fare sis. The fare sis was changeable and the flights should have been changed and the protection would have covered the change fee. The protection did not cover 100% refund if cancelled. Expedia has issued a refund for $2,259.27 for itinerary ***. The refund will appear on the original card that was charge within the next 30 days. A refund receipt has been emailed to the email address on file.
In review of our back office system Expedia has been able to verify that itinerary *** was cancelled by the customer on March 1, 2020. The flight has a future flight, there is no refund for this flight. The fight may be exchanged. Ms. would need to contact our Customer Service Department at 877-227-7481 to exchange or contact *** at *** regard the protection taken for the flight.
The hotel was non-refundable and their cancellation policy is applicable to the hotel, since they did not have a COBID19 policy in effect.
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. *** 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. 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 Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We 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,Di-Di ***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 FOR YOUR HELP! I am so very grateful to you.
Sincerely
I booked an international flight through Expedia on February 19, 2020. The flight was scheduled for March 12. With the emerging concerns about fast-spreading COVID-19, on March 10, 2020, my airline (***) changed its policy and allowed any changes to be made for tickets issues before March 2. However, Expedia agents refused to make the change; in addition, it was almost impossible to get in touch with an agent, and once they declared that the change was impossible, they would disconnect leaving no recourse other than attempting to connect again, which would take many hours.
This is an unacceptable business practice, and the company must reimburse my expenses, including time wasted on trying to connect to their agents. They should provide an on-line facility for flight changes in a situation of global health emergency to minimize impact on travelers.
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
The CDC recommends passengers avoid cruises and if you go, to isolate yourself for 14 days. I am a teacher and my kids are all students; we cannot isolate ourselves or afford the time to be quarantined on a cruise. I have tried for hours to contact Expedia to no avail. I am willing to change the dates in hopes that this virus goes away when it gets warmer. Booking # *** and Itinerary # *** March 12-16, 2020 from Charleston, SC. Please help me get this resolved quickly.
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 had a trip programmed to Italy and had to cancel due to the corona virus outbreak. I was able to get refund for mostly everything with an exception of two thing:
1- Hotel in Rome for 781.20. Expedia claims it is a non refundable hotel even though these are extenuating circumstances. The Entire country of italy is in lockdown, no travel is allowed to travel inside the country, the Vatican is closed, bars and restaurantes close at 6pm, schools and universities are closed, all public events are closed, *** (my airline out of italy) has cancelled all flight to and out of Italy. Despite all this, Expedia is arguing everything is fine in Rome and I should be able to go there with no issues, so no approval for waiving the non refundable policy.
2- Ticket to Rome for 3 people with *** Airlines for $1,772.10 has been refunded by *** Airlines to Expedia but Expedia is playing dumb and not refunding it back to me. This has been confirm and documented by *** Airlines and Expedia is not crediting the money to my Credit Card
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
We contacted Expedia.com Customer support on 3/1/2020 to cancel reservation/itinerary Itinerary # ***
The number of tickets needing to be refunded: Total number of tkts : 4
Adult E-Ticket # ***
Adult E-Ticket # ***
Child E-Ticket # ***
Child E-Ticket # ***
The request to Expedia was made due to the current situation with the Corona Virus and the fact my youngest daughter is under the Autism spectrum as well as other underlying medical conditions which is already a difficult situation already, and with the uncertainty experienced by travelers currently being quarantined and or locked down, it would make for us impossible to carry-out this reservation. We complied with Expedia Support / Supervisor Regine and provided All the necessary documents/medical letter and reservation details via email as requested to have our refund processed with *** Airlines.
I have called multiple times and I have spoken with supervisors : Annette, and April on 3/10/2020 and other representatives at Expedia where no actions or follow ups have been made thus far.
My latest Call on 3/10/2020 I was on the line with expedia for over 2 hrs and no resolution
All other vendors associated with our previously planned travel have been able to refund us in full. However, this has not been the case with Expedia dealing with ***.
The reference case on Expedia us under : extenuating circumstance refund (ECR) request. - Case ID : [REQ:***]
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 hotel reservation thru Expedia.com for March 9-12 in *** Anaheim South for the amount of $582.45. Since California is one of the three states with most Coronavirus cases in the US we got a little concern about making the trip. We were to go to *** and then visit family, a 70 yrs old, cancer survivor. I called Expedia before the travel day due to the extenuating circumstances they would change the reservation. I was aware that they would not refund the money, because we didn't buy the insurance, but being a world wide problem I called on Saturday March 7th to see my options. The Expedia rep was very nice, she said Expedia had no problem changing the reservation, but the would have to get approval from the Hotel. She called the hotel, I waited for a few minutes then she said the hotel informed her that the person who would approve the change didn't work weekends and that they would contact the hotel and let me know on Monday. I told her that I really needed this resolved to decide if we would travel or not. She assured me that they would put an urgent status on the case and they would contact me ASAP. I didn't hear anything back and I was getting nervous so I called back the following day on Sunday to see if they had contacted the hotel. The representative again was very nice and polite, even looked up if the hotel was available on the dates I was requesting the change July 27-30. Again she assured me Expedia could make the change, just needed the hotel's approval and advised me to call the hotel directly. So, I called the hotel and explained my situation. The hotel confirmed that Expedia had reached them but the person in charge would come in on Monday. I was transferred to the in-house reservations and left a message for ***. She returned the call on Monday 8:20am she approved the change and asked to contactExpedia because they would make change. I tried calling Expedia 3 additional and they refuse to make the change
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 airline tickets from Korea to Guam. But due to coronavirus and being military, I have to cancel my flights. I am unable to contact someone who can actually help me. I have called four times and keep getting transferred in circles for hours.
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers.
We have already responded to this case previously as below:We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.Upon review, we found the customer has already cancelled the reservation by contacting our customer service team with applicable cancellation fee of KRW 60000 per passenger. Customer was advised that the refund should be credited within 8-12 weeks in to the original form of payment. We have also informed the customer about this cancellation via email and trust that this matter is now resolved. Regards,Arun ***Priority Customer Escalations AgentExpedia.co.kr
Complaint: ***
I am rejecting this response because: the issue was not resolved. I was charged double the fees as shown in the attached. They did email me and asked to reply, which I did and got ZERO response. How can they consider this matter settled?
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers for itinerary ***.
We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.
Upon review, we found that there was a discrepancy in the refund amount for which we apologise. Please know that we've refunded remaining KRW 180000 (148.79 USD) to the original form of payment and it will reflect in next 30 working days.
We have also informed the customer about this refund via email and trust that this matter is now resolved.
Regards,Tushar ***Priority Customer Escalations AgentExpedia.co.kr
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although I do not find this resolution satisfactory, I feel that this is going to be the best that company does in response to my concern. I don't think continuing my argument with them is going to completely resolve the issue.
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
This complaint is related to Expedia Itinerary number ***
I purchased a ticket to fly (on ***) to Seoul Korea and then to Thailand on Thursday March 26th. The flight was initially set to leave at 12:50am and now is set to leave at 1:00pm. Also the return flight was initially set for Saturday April 4 at 11:15pm from Chiang Mai back to New York and now the return flight is set to return at 10:00am - a loss of 12 hours of vacation time. Overall the change in flight time has led to a loss of over >24 hours. Most recently *** has suspended flights to Seoul, Korea. I have emailed and spoken to Expedia and have yet to receive a refund.
March 26, 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 his flight reservation.Our records indicate that a refund of
his ticket was initiated through the ***line’s system on March 7, 2020. We ask
that he allows up to 30 days for the refund to be received from the merchant of
record, *** Lines.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
My name is ***. My coworkers and I booked a bundle deal on Expedia to travel to Panama on March 14 – March 22. The itinerary # is ***. I am one of the three travelers and due to recently getting ill, I am unable to take this flight. We work together in *** and have gotten sick. I will gladly provide the airline with a doctor's note saying we can not travel due to the possible risk of infecting others. I have attempted to call Expedia on numerous occasions and the automated machine hangs up on the call this flight. I am asking for a full refund since we can not take this trip due to illness and Expedia is non responsive
March 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. B ***, Revdex.com case number *** regarding getting a full refund. We understand that Ms. is seeking a full refund for to Covid19. Our records indicate on February 5, 2020, Ms. *** or an authorized user of the account self-booked three round trip flights departing March 14, 2020 from New York, NY to Panama City, Panama and returning on March 22, 2020; along with an eight night hotel reservation at *** Panama, via ***.
We can confirm on March 5, 2020, the customer called to cancel due to Corona Virus. She advised that she is the supervisor of a hospital and works with patients with the illness. Our representative called the airline and they advised a $200.00 fee is valid before February 4, 2021.
On March 10, 2020, the customer called to cancel the reservation due to COVID-19. Our representative reviewed the airline policy and they did not have a Covid19 policy in place. A call was made to the hotel but they were not available. The customer contacted our CHAT Team and they advised per the fare rules of the flight the flight is eligible for a credit.
On March 11, 2020, the customer contacted our CHAT Team regarding cancelling the hotel reservation. Our representative called the hotel and they authorized fully refunding the hotel reservation. Our representative issued a full refund for $1,408.40 to the original card that was charged.
On March 12, 2020, the customer called requesting to cancel the reservation because one of the passengers has the coronavirus. Our representative advised COPA ticket is non-refundable and there is a $150 change fee per person plus any increase in fare.
After further review on March 27, 2020, Expedia reviewed the fare rules for the COPA airline tickets and they do not have a Covid19 policy for the travel destinations on the customer’s itinerary. COPA rule state the ticket can be changed with a $150 change fee plus any difference in fare. COPA website advises that they have temporarily shut down operations effective March 22, 2020 through April 21, 2020. Expedia can exchange the tickets based on COPA fare rules, $150 change plus any difference in fare. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the airline in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor a refund for the COPA flights. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because Expedia is being dishonest. I saved the chats with the Expedia representative who had me on hold and spoke with a Copa Representative who advised to submit the medical documentation via email to receive a full refund. Please see the attached documents as proof this is what the Expedia representative told me via the chat.
Sincerely
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding a refund for the COPA flights.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. As of April 3, 2020 Expedia called COPA and they advised the passenger can reissue their tickets until December 31, 2021. Their waiver can only be used once. The new flights must be completed before December 31, 2021. The travelers cannot stay at a destination more than 21 days. They must have the same fare class, if it is not available the customer must pay any difference in cost. If the fare is available there will not be any additional charge. If the customer cancelling based on medical they must submit a medical doctor’s note and we will forward to COPA. COPA will make their decision based on the medical documentation they are provided and advise Expedia accordingly.
Expedia has emailed the customer under separate cover asking for the medical note. Upon receiving the doctors note it we will forward to COPA and await their response.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,Di-Di ***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,
***
*** ATTACHMENT REDACTED BY Revdex.com
On Sept 6th of last year, My wife and I booked a 7 night stay at a hotel in *** through Expedia. Two days later we needed to change the reservation dates by one day. I contacted Expedia and explained the situation. They said they would contact the hotel and get back to me. On the 10th of September, I received this email:
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Dear ***,
We received an email from ***. They approved to change the date of the reservation without any penalty charge.
If you wish to continue to change the date of your reservation. Please reply to this email.
Thank you for choosing Expedia.
John P Expedia Customer Service Team
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I replied as instructed and gave the matter no more thought until our vacation got closer. I checked and found the changes had NOT BEEN MADE. I called customer support and was told it would now cost an additional $1000.00 dollars to change the reservation date by one day. I contacted them again asking that they help me book and additional day which I was prepared to pay for. This is the email I got from Expedia
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Dear ***,
This email is regarding your request to add an additional night for your hotel reservation at the ***. We have presented your case directly with the hotel and we are sorry to inform you that despite our best efforts to advocate your request, the hotel stands firm with their reservation policies and had unfortunately denied your request.
As much as we would like to help you, we do not have the authority to supersede or override the decision of the hotel. Expedia follows the rules and restraints of the vendors whose services we sell. We only act as an agent for their product and we are unable to override the hotel's decision. We hope you will give us an opportunity to assist you with your travel plans again soon.
Your understanding on this matter is highly appreciated.
Carlos
Expedia Customer Service Team
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Here is my response:
I find that most interesting, especially considering I just got off the phone with the hotel and they have agreed to add an additional night. It is becoming quite apparent that Expedia does not have any interest in customer service, even when it was the actions of Expedia that caused the issue in the first place. I am going to do all I can to broadcast my shoddy treatment by your firm to all the social media formats and forums.
The upshot of this is I would warn anyone considering Expedia to give it a long second thought. If my experience is any benchmark of their customer service, you may want to consider other options for your travel plans