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
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 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
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 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.
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.
Due to Coronavirus, *** issue a public statment advertising all clients that they can cancel or change they flights booked before 31/03/2020 with no fees. As I work for American company, it had been asked to me not to travel to France since the covid 19 is present there. I asked Expedia, the agent I booked the ticket with, to refund completly or to give me the possibility to change dates for no extra fees as *** policy. They refused and I have now been ask to wait unitl they ask senior management since a week to know . they say I can cancel but I will loose the totallity of the amount. *** told me they can't refund me as Expedia didn't pay them the monney. ref expedia *** ref
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
I purchased a roundtrip ticket for my mom from expedia last September 2019. In December 2019 I got an email informing me of changes of the return flight, and that I have to call to book another date with no extra charge. So I did, I called expedia and got April 2, 2020 return flight to Manila. In February as I was trying to book a hotel, I noticed the return flight is not visible in my account anymore, so I called expedia, only to find out that the return flight was cancelled, they did not send any notice or anything, I found out myself. Since then I have been calling them for resolution, but they failed to give me a return flight. It's an issue after another, like they book a return flight from Riyadh to manila but no flight from Dulles to Riyadh they promised to give me a call back once they resolved the issue, yet I got no return call nor email from them at all. The last time I called expedia they said that the itirenary # appeared as it's a one way ticket, so they updated to one way instead of roundtrip. And that's probably the reason they don't even bother to call me anymore. But I have the original email that prove I purchased a roundtrip ticket and not a one way ticket. At this point all I need is to book the return flight to avoid overstaying the ***. And all I need from expedia is to return all my money back, because it cost more to book one way flight. I spent so much time waiting for resolution, I called 3 days in a row this week hoping to atleast get any answer but every time I enter the ITIN# the call will just drop. So I guess my itinerary is now filtered out. I need my money back.
Expedia.com Response
• Mar 27, 2020
March 27, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on September 26, 2019, Ms.,
or an authorized user of her Expedia account, self-booked a roundtrip flight
reservation using Expedia’s website, under itinerary ***. The
reservation is for traveler ***. Travel is on *** Airlines,
departing on October 3, 2019, and returning on April 2, 2020, from Manila, Philippines
to Washington, DC, USA. We understand Ms. is requesting a refund of this
booking.We can confirm that airline-initiated schedule changes
affected the itinerary after booking and Expedia reached out to the customer
for assistance with alternative flights as offered by the vendor. Regrettably, the ticket was not reissued as
further communication with the airline was required to approve the selected
options. From time to time and for a variety of reasons, airlines
issue schedule changes. We understand
that these changes can be inconvenient, time consuming and not customer
friendly. However, Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Expedia has no
control over when, or how often, airline-initiated schedule changes occur. We
cannot provide alternative flight options unless approved by the airline and
must adhere to the airline’s policies. Additionally, Expedia’s Terms of Use,
which were agreed to by Ms. at the time of booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not
liable for the acts, errors, omissions, representations, warranties, breaches
or negligence of any such suppliers or for any personal injuries, death,
property damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that assistance may be delayed
when reaching out to our offices. We ask Ms. to contact us for the re-issue
of the traveler’s ticket as soon as travel is possible. Based on the
information provided above, Expedia is unable to honor the customer’s refund
request.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
My son (student at ***) has been trying to contact Expedia for the past 5 hours to work towards a refund for airfare from a cancelled study abroad trip. While I understand the influx of calls or issues due to COVID 19, my son has been on the phone twice, put on hold both time for up to and over 45 minutes and then disconnected. Trying to contact Expedia by phone is almost impossible and while they claim to have an "email" option in their support section (of the webpage), no email exists. This is truly frustrating for a 20 year old to not only have to learn how to go through getting a refund on almost a thousand dollars of airfare but to be hung up on twice by customer service of a fortune 500 company is nothing but unacceptable.
Expedia.com Response
• Mar 30, 2020
March 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flights. We understand *** is requesting a refund.Our
records indicate that ***, or a person authorized for the Expedia
account, booked a one way flight for travel from Denver, CO, USA to Reykjavik,
Iceland, with ***, departing on March 14, 2020.We did
not locate any prior contact. The flight was not canceled prior to the travel date
and the ticket was suspended. A flight is considered used once the departure
time passes, whether the seat was occupied or not.We
contacted *** and advocated on behalf of the customer. They advised
that they are not able to open the ticket at this point. They said they will
provide a goodwill credit for the passenger, ***, to the passengers
email. The airline will provide the amount and terms for the credit via the email.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Mar 31, 2020
Complaint: ***
I am rejecting this response because:Attached are copies of emails received by *** (the actual traveler) and correspondence from Expedia. I am not pleased with Expedia stating nothing was done on mine (or rather ***'s) end as I have documentation where he cancelled his flight on 3/12/2020 (before his departure date of 3/14/2020) and I have clearly documented where he and I have called or attempted to contact Expedia, through customer service, to no avail. At this point a travel voucher will not be satisfactory due to the enormous amount of time *** and I have employed to date. While I understand Expedia has many many customer, the handling thus far is well below acceptable even considering the current situation our country and world is experiencing.
Sincerely
Expedia.com Response
• Apr 08, 2020
April 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. Expedia
is responding to consumer case ***.We regret
any inconvenience. The ticket fare rules stated that the flight was
nonrefundable. Changes were allowed prior to departure, for a fee, plus fare
difference, and with restrictions.The
airline is the merchant of record and the provider/operator of service. The
terms and conditions come from them and Expedia is not able to override them. The
current situation with the global Covid-19 pandemic is unprecedented. The airline
advised that they will provide credit due to the circumstances. However, the customer
will need to contact the airline to rebook. The airline has full control of the
ticket. They may be reached at 1-800-223-5500.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Customer Response
• Apr 08, 2020
Complaint: ***
I am rejecting this response because: While the ticket was nonrefundable AND the current situation being unprecedented coupled with an email received on March 17th, 2020 stating Expedia would be working to find a resolve. This particular email indicates the itinerary was cancelled (contrary to an earlier response from Expedia through this complaint) and stated the COVID-19 issue presented an issue which was not anticipated. Expedia, as with ***, has indicated it is not their responsibility and refer the customer to either the booking agent or the airline (directly) whichever is the opposite party to which you are talking to at the moment. While I understand the airfare was nonrefundable, the situation which caused the cancellation was outside of anyone's hands and as such should result in adjustments and/or allocations outside of the norm. It is becoming increasingly apparent Expedia is either unwilling or unable to work towards a resolve other than to point the finger at another entity for an answer. Expedia, to date (4/8/2020) has yet to contact *** or myself with regards to resolving this matter, which again yields an apparent lack of willingness to locate a resolve. Even a partial refund would be entertained versus a travel voucher (of which would most likely never be used thus pointless), although the later would essentially be the same as what is being received at this point. Is Expedia simply not willing to directly contact the customer? I ask this because after futile attempts to contact Expedia regarding this issue, utilizing the Revdex.com has been the only avenue which has netted a reply. Further, it is my understanding the United States Federal government provided a massive amount of money to aid in refunding travelers, which apparently have only received travel vouchers and not a refund. Additionally, it is my understanding the feds might possibly become more involved due to the monies not being applied as warranted, described, determined. While this might not directly apply to Expedia, what correspondence, if any, has Expedia extended to those who filed a claim with them (as instructed to do by airline companies)? Where and when will direction be provided for a contact person, contact method (phone, email, mail)? Will contact with the Department of Transportation result in answers being supplied when airlines were ordered to provide refunds? While Expedia is a "middle man", I appreciate they have operational costs and as such a full refund, while preferred and previously stated, might not be the most logical resolve. Further, is there someone willing to speak with me via phone or direct email versus continued interaction utilizing the Revdex.com as a pivot point?
I purchased 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.
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.
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.
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.
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 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.
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 have a booked a travel thru Expedia trip going to Bahamas Nassau, this my Itinerary # ***. there is health issue going with coronavirus and I live in Washington state where it was hit the hardest I have called Expedia and explained my situation there was no help I would like full refund of $5,830.06
Expedia.com Response
• Apr 05, 2020
April 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a package. We understand *** is requesting a refund.Our
records indicate on February 11, 2020, ***, or a person authorized
for the Expedia account, booked a package with hotel and flights. The hotel was
for check in on April 2, 2020. The flights were nonrefundable.On March
24, 2020 the customer canceled the flights online. They were still operating. The
hotel was not canceled. The customer emailed a request to cancel the hotel. No
calls were located. Emails
are answered in the order they are received. Imminent requests need to be
addressed via phone, or cancelation may be completed online. When the email was
addressed, the hotel was no longer refundable.We reached
out to the airline to see if they might allow a goodwill refund. We found that
the customer already made the request of the airline. The airline will respond
directly to the customer when they have a reply. We
emailed the hotel to see if they might forgive all or part of the penalty. We
do not know if they will allow any waivers. If we receive a waiver from them we
will provide it.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
Expedia.com Response
• Apr 05, 2020
April 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a package. We understand *** is requesting a refund.Our
records indicate on February 11, 2020, ***, or a person authorized
for the Expedia account, booked a package with hotel and flights. The hotel was
for check in on April 2, 2020. The flights were nonrefundable.On March
24, 2020 the customer canceled the flights online. They were still operating. The
hotel was not canceled. The customer emailed a request to cancel the hotel. No
calls were located. Emails
are answered in the order they are received. Imminent requests need to be
addressed via phone, or cancelation may be completed online. When the email was
addressed, the hotel was no longer refundable.We reached
out to the airline to see if they might allow a goodwill refund. We found that
the customer already made the request of the airline. The airline will respond
directly to the customer when they have a reply. We
emailed the hotel to see if they might forgive all or part of the penalty. We
do not know if they will allow any waivers. If we receive a waiver from them we
will provide it.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 SCorporate Correspondence Team
Customer Response
• Apr 06, 2020
Complaint: ***
I am rejecting this response because: first off I have never called the airline to cancel they did it them self. I need a full refund you taking this too long when this can be resolve in one email. you have not help in any sort of way I have been trying to reach over month to cancel and now your still making excuses waiting for approvals. please please in the next email I want you to say I have given the full refund. I don't have time to play these email back and forth you had a week to response and this is what I get in response.
Sincerely
Customer Response
• Apr 06, 2020
Complaint: ***
I am rejecting this response because: first off I have never called the airline to cancel they did it them self. I need a full refund you taking this too long when this can be resolve in one email. you have not help in any sort of way I have been trying to reach over month to cancel and now your still making excuses waiting for approvals. please please in the next email I want you to say I have given the full refund. I don't have time to play these email back and forth you had a week to response and this is what I get in response.
Sincerely
Expedia.com Response
• May 11, 2020
May 11,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the comments from our customer. We are
responding to Revdex.com case number ***.No additional
information was provided that changed the previous outcome.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
• May 12, 2020
Complaint: ***
I am rejecting this response because: you know it’s been Over two months that I’ve been trying to get my money back and you guys haven’t done anything even when you have an account with Expedia do you have all the power to get me my money back but you still not doing it this is the worst experience the worst Customer experience just give me my money back.......!!!!!
I purchased a flight from Expedia Inc on 2/25/2020 for my husband for a work trip and paid to purchase the insurance coverage to protect my flight. My daughter had surgery and is not recovering as we thought she would, we also have 2 small children at home that I need help with while our daughter is still recovering, and also it is highly risky for my husband to travel at this time with the CoronaVirus and risk bring it home to our baby.
Expedia advertised that this insurance covers 100% of your trip if you need to cancel. I needed to cancel my husbands flights and contacted Expedia on March 10, 2020 regarding how to go about being reimbursed for my trip. I was told to go through the insurance company and then told that the company could approve or deny my reimbursement. This was not made clear when purchasing the insurance and was completely misrepresented on Expedia's site. I purchased the insurance because I cannot afford to be out $300 on a flight (if I needed to cancel) and at almost 15% of the cost of my flight expected (as advertised by Expedia) that I would be reimbursed for my entire trip. I contacted Expedia to request that they make it right since they advertise this 100% trip cancellation and spoke to three separate people who were unwilling to stand by what they sell on their own website and make it right. After research, it seems I am not even close to the only one who has been taken advantage of by this misleading insurance advertising and think that it is important that Expedia corrects this mistake to make sure future consumers are not taken advantage of as well. This is the ONLY insurance offered through Expedia’s booking site.
This is 100% FALSE ADVERTISING!! I simply want my credit card refunded! This is a scary time for travel & Expedia should be ashamed of not better protecting its customers! What if he were to be exposed and then be put in mandatory quarantine??? Don’t be jerks! Refund people their hard earned money!!
Expedia.com Response
• Mar 25, 2020
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Customer Response
• Mar 25, 2020
Complaint: ***
I am rejecting this response because:I want a refund!!! I purchased the insurance, filed a claim and now I’m paying interest on the canceled tickets!!
Sincerely
Expedia.com Response
• Mar 30, 2020
March 30, 2019
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 to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her request for a refund.Our records indicate on February 25, 2020, Mr. *** or an authorized user of the Expedia account self-booked combined one-way flights on *** and *** Airline departing on April 26, 2020 from Portland, ME to Austin, TX, returning on April 29, 2020; along with the Cancellation Plan, via ***.
We can confirm on March 10, 2020, the customer called in and stated they would like to cancel the reservation. Our representative noted the departure flight was cancelled but the return was not. The call was disconnected, our representative tried calling back but was not able to reach the customer. The customer called back to cancel and our representative advised of the policy of the basic economy fare. The flights were cancelled in the airline system.
After further review on March 30, 2020, Expedia has verified the detailed notes listed on the account, the confirmation email and the fare rules of the tickets. Per the request of the customer the flights were cancelled on March 10, 2020 in the airline system. The tickets were Basic Economy and could not be cancelled per the airline’s rules. Since the Cancelation Plan was purchased the customer would need to file a claim with the provider of the Cancellation Plan. The customer would need to file a claim with the provider of the protection to see if her claim is covered.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe 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.
If we may suggest, Mrs. may want to contact *** at 1-*** ESP: 1-*** Intl: 1-*** for any further assistance with her Flight Protection Plan.Based on the above we are not able to honor the refund request. 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 30, 2020
Complaint: ***
I am rejecting this response because:
This is false advertising! If I do not receive immediate reimbursement for my purchase price, I will be filing at the local magistrate immediately for fees, interest on my credit card, loss of wages to attend court, false advertising damages, as well as the purchase price!
I was advised by a manager named Joseph on 3/8 at 10:12am
on a recorded line that if I cancelled my Itininary they can only offer $1425.98 from the $1956.02 that I paid as flights are refundable, therefor,
in light of the Coronavirus they would refund me that amount. I had until
3/9/20 at 4pm Eastearn time to cancel with this conditions.
I went ahead & cancelled & after cancelling I was told the terms did not apply & only refund me $893.93 & not the promised amount of $1425.02
I now they will not answer my calls. I am put on hold for 3-4hrs & then I get disconnected. This promised was made on a recorded line & I have all details of the call. False information inducing me to take a deal that was not follow through.
Expedia.com Response
• Mar 25, 2020
March 25, 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. A ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund for of $531.09.
Our records indicate on January 20, 2020, an Expedia representative booked Ms. *** a package booking for two travelers including flights and hotel accommodations via ***. Travel was on *** March 12, 2020 from New York, NY to St. George's, Bermuda and returning on March 17, 2020; along with a five night hotel stay at the ***.
We can confirm on March 7, 2020, the customer advised she needed to cancel this reservation due to change of plans and also due to the corona virus. Our representative advised that we do not have a waiver for this from the airline as yet. The customer asked the representative to call the airline because she said she received an email from airline offering a full refund. Our representative called the airline as the reservation is a basic economy. The airline advised that we needed to follow normal policies. Our representative advised the customer and the customer asked for a manager. The call was escalated and the Supervisor noted the customer itinerary was in basic economy and that the travel city does not have an advisory for the Coronavirus. *** does not have a waiver in place. The customer does not have any insurance and the hotel can be cancelled by the March 9, 2020. The customer had concerns of the policy and insists on a refund. Our Supervisor advised that normal policy applies and there is no refund. Ms. agreed to a non-refundable flight when it was purchased, she did not want to cancel the hotel or flight.
On March 8, 2020, the customer called to cancel her hotel reservation with full refund. Our representative advised that there was a one night fee that would apply before March 9, 2020. The customer stated she had not been advised of that and asked for a Supervisor. Our representative called the hotel and they advised their reservation team was not available and to call tomorrow.
On March 9, 2020, the customer advised that she was told if she called on March 9, 2020 that she would receive a full refund for the bundle. Our representative called the hotel and their systems were down. The airline advised that the reservation can be kept as a credit for one year from issuance and be rebooked and reissued within that time frame but no refund. The customer requested a Supervisor. An email was sent to Ms. advising that “no error was found on the part of Expedia. The agent(s) reviewed the complete terms of the booking and received a verbal affirmation before processing the payment. Several times during the call(s) you referred to understanding our policies and understood that we could not override Airline fare rules and restrictions.
After further review on March 25, 2020, Expedia was able to review the details of the reservation, the confirmation, ***’s fare rules and ***’s Covid19 policy. The *** fare rule state the tickets are basic economy and are non-refundable and non-changeable. ***’s Covid19 change policy states, “ New travel must originate on or before: December 31, 2020. New travel must be rebooked no later than: December 31, 2020. Ticket must be reissued on or before: December 31, 2020 or the ticket expiration date (whichever is sooner). Fare differences and change fee will be waived provided the ticket is reissued within policy guidelines. Ms. can contact our Cust el time, Monday, March 9, 2020 are subject to a hotel fee equal to one night(s) plus taxes and fees”. Expedia issued a refund for the hotel penalty as a one-time courtesy, in the amount of $223.49. The refund will appear within the next 30 business days to the original card that was charged.
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 issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I have a reservation at ***, Jaipur from March 12th to 15th, 2020. The itinerary number is ***. Due to coronavirus outbreak in Jaipur I decided to cancel my trip. I called hotel to cancel my reservation on March 4th, 2020. Hotel understood my situation and ensured that I will be refunded the entire amount $978.54 without any penalty by Expedia. And Hotel confirmed that the charge was from Expedia and not from the Hotel. Then I call Expedia to regarding my cancellation request. But after countless hours of waiting on hold to talk to a customer service representative I got through to one representative on March 5th, 2020. The Expedia customer service representative told me that I will be receiving a cancellation confirmation email within 24 hours. However, I got an email on March 6th stating that my cancellation request has been submitted to the Hotel. I called Hotel on March 8th to confirm if they received the cancellation request from Expedia. They confirmed that they received the request and approved it. They also confirmed that they never charged for the rooms. But the charges were from Expedia and I need to call Expedia to confirm the cancellation. I called Expedia on March 9th at 9:15 pm. I was on hold till 9:45 pm. Once I got through the call, Expedia customer service representative repeated said that Hotel hasn't confirmed the cancellation request. I asked her to make a three way call with the Hotel but she denied. Then I asked her to talk to her manager, but after a long hold she hung up on me. I want full refund of my booking as this is an unusual and unforeseen situation.
Expedia.com Response
• Mar 23, 2020
March 23, 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 seeking a refund for the cancelled hotel reservation.
Our records indicate on February 11, 2020, Mr. *** or an authorized user of the account self-booked two hotel rooms at the ***, Jaipur checking in on March 12, 2020 and checking out on March 15, 2020, via ***.
We can confirm on March 10, 2020, the hotel authorized Expedia to issue a refund for the reservation. Expedia issued a refund for each of the two rooms in the amount of $489.27. The $978.54 refund was issued to the original card that was charged and will appear within the next 30 days.
After further review on March 23, 2020, Expedia has been able to review the details of the reservation, the confirmation itinerary and the hotel reservation. Expedia verified the refund was processed on March 10, 2020 for $489.27 for each room for a total refund of $978.54 to card ending *** and a refund receipt was emailed to the email address on file.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
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
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 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
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 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
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.
Due to Coronavirus, *** issue a public statment advertising all clients that they can cancel or change they flights booked before 31/03/2020 with no fees. As I work for American company, it had been asked to me not to travel to France since the covid 19 is present there. I asked Expedia, the agent I booked the ticket with, to refund completly or to give me the possibility to change dates for no extra fees as *** policy. They refused and I have now been ask to wait unitl they ask senior management since a week to know . they say I can cancel but I will loose the totallity of the amount. *** told me they can't refund me as Expedia didn't pay them the monney. ref expedia *** ref
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
I purchased a roundtrip ticket for my mom from expedia last September 2019. In December 2019 I got an email informing me of changes of the return flight, and that I have to call to book another date with no extra charge. So I did, I called expedia and got April 2, 2020 return flight to Manila. In February as I was trying to book a hotel, I noticed the return flight is not visible in my account anymore, so I called expedia, only to find out that the return flight was cancelled, they did not send any notice or anything, I found out myself. Since then I have been calling them for resolution, but they failed to give me a return flight. It's an issue after another, like they book a return flight from Riyadh to manila but no flight from Dulles to Riyadh they promised to give me a call back once they resolved the issue, yet I got no return call nor email from them at all. The last time I called expedia they said that the itirenary # appeared as it's a one way ticket, so they updated to one way instead of roundtrip. And that's probably the reason they don't even bother to call me anymore. But I have the original email that prove I purchased a roundtrip ticket and not a one way ticket. At this point all I need is to book the return flight to avoid overstaying the ***. And all I need from expedia is to return all my money back, because it cost more to book one way flight. I spent so much time waiting for resolution, I called 3 days in a row this week hoping to atleast get any answer but every time I enter the ITIN# the call will just drop. So I guess my itinerary is now filtered out. I need my money back.
March 27, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a flight reservation. Our records indicate that on September 26, 2019, Ms.,
or an authorized user of her Expedia account, self-booked a roundtrip flight
reservation using Expedia’s website, under itinerary ***. The
reservation is for traveler ***. Travel is on *** Airlines,
departing on October 3, 2019, and returning on April 2, 2020, from Manila, Philippines
to Washington, DC, USA. We understand Ms. is requesting a refund of this
booking.We can confirm that airline-initiated schedule changes
affected the itinerary after booking and Expedia reached out to the customer
for assistance with alternative flights as offered by the vendor. Regrettably, the ticket was not reissued as
further communication with the airline was required to approve the selected
options. From time to time and for a variety of reasons, airlines
issue schedule changes. We understand
that these changes can be inconvenient, time consuming and not customer
friendly. However, Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. *** Airlines was the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this itinerary. Expedia has no
control over when, or how often, airline-initiated schedule changes occur. We
cannot provide alternative flight options unless approved by the airline and
must adhere to the airline’s policies. Additionally, Expedia’s Terms of Use,
which were agreed to by Ms. at the time of booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not
liable for the acts, errors, omissions, representations, warranties, breaches
or negligence of any such suppliers or for any personal injuries, death,
property damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that assistance may be delayed
when reaching out to our offices. We ask Ms. to contact us for the re-issue
of the traveler’s ticket as soon as travel is possible. Based on the
information provided above, Expedia is unable to honor the customer’s refund
request.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
My son (student at ***) has been trying to contact Expedia for the past 5 hours to work towards a refund for airfare from a cancelled study abroad trip. While I understand the influx of calls or issues due to COVID 19, my son has been on the phone twice, put on hold both time for up to and over 45 minutes and then disconnected. Trying to contact Expedia by phone is almost impossible and while they claim to have an "email" option in their support section (of the webpage), no email exists. This is truly frustrating for a 20 year old to not only have to learn how to go through getting a refund on almost a thousand dollars of airfare but to be hung up on twice by customer service of a fortune 500 company is nothing but unacceptable.
March 30,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding flights. We understand *** is requesting a refund.Our
records indicate that ***, or a person authorized for the Expedia
account, booked a one way flight for travel from Denver, CO, USA to Reykjavik,
Iceland, with ***, departing on March 14, 2020.We did
not locate any prior contact. The flight was not canceled prior to the travel date
and the ticket was suspended. A flight is considered used once the departure
time passes, whether the seat was occupied or not.We
contacted *** and advocated on behalf of the customer. They advised
that they are not able to open the ticket at this point. They said they will
provide a goodwill credit for the passenger, ***, to the passengers
email. The airline will provide the amount and terms for the credit via the email.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:Attached are copies of emails received by *** (the actual traveler) and correspondence from Expedia. I am not pleased with Expedia stating nothing was done on mine (or rather ***'s) end as I have documentation where he cancelled his flight on 3/12/2020 (before his departure date of 3/14/2020) and I have clearly documented where he and I have called or attempted to contact Expedia, through customer service, to no avail. At this point a travel voucher will not be satisfactory due to the enormous amount of time *** and I have employed to date. While I understand Expedia has many many customer, the handling thus far is well below acceptable even considering the current situation our country and world is experiencing.
Sincerely
April 8,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the additional comments from our customer. Expedia
is responding to consumer case ***.We regret
any inconvenience. The ticket fare rules stated that the flight was
nonrefundable. Changes were allowed prior to departure, for a fee, plus fare
difference, and with restrictions.The
airline is the merchant of record and the provider/operator of service. The
terms and conditions come from them and Expedia is not able to override them. The
current situation with the global Covid-19 pandemic is unprecedented. The airline
advised that they will provide credit due to the circumstances. However, the customer
will need to contact the airline to rebook. The airline has full control of the
ticket. They may be reached at 1-800-223-5500.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us.Sincerely,Denise ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: While the ticket was nonrefundable AND the current situation being unprecedented coupled with an email received on March 17th, 2020 stating Expedia would be working to find a resolve. This particular email indicates the itinerary was cancelled (contrary to an earlier response from Expedia through this complaint) and stated the COVID-19 issue presented an issue which was not anticipated. Expedia, as with ***, has indicated it is not their responsibility and refer the customer to either the booking agent or the airline (directly) whichever is the opposite party to which you are talking to at the moment. While I understand the airfare was nonrefundable, the situation which caused the cancellation was outside of anyone's hands and as such should result in adjustments and/or allocations outside of the norm. It is becoming increasingly apparent Expedia is either unwilling or unable to work towards a resolve other than to point the finger at another entity for an answer. Expedia, to date (4/8/2020) has yet to contact *** or myself with regards to resolving this matter, which again yields an apparent lack of willingness to locate a resolve. Even a partial refund would be entertained versus a travel voucher (of which would most likely never be used thus pointless), although the later would essentially be the same as what is being received at this point. Is Expedia simply not willing to directly contact the customer? I ask this because after futile attempts to contact Expedia regarding this issue, utilizing the Revdex.com has been the only avenue which has netted a reply. Further, it is my understanding the United States Federal government provided a massive amount of money to aid in refunding travelers, which apparently have only received travel vouchers and not a refund. Additionally, it is my understanding the feds might possibly become more involved due to the monies not being applied as warranted, described, determined. While this might not directly apply to Expedia, what correspondence, if any, has Expedia extended to those who filed a claim with them (as instructed to do by airline companies)? Where and when will direction be provided for a contact person, contact method (phone, email, mail)? Will contact with the Department of Transportation result in answers being supplied when airlines were ordered to provide refunds? While Expedia is a "middle man", I appreciate they have operational costs and as such a full refund, while preferred and previously stated, might not be the most logical resolve. Further, is there someone willing to speak with me via phone or direct email versus continued interaction utilizing the Revdex.com as a pivot point?
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
I purchased 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
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
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
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
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 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
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 have a booked a travel thru Expedia trip going to Bahamas Nassau, this my Itinerary # ***. there is health issue going with coronavirus and I live in Washington state where it was hit the hardest I have called Expedia and explained my situation there was no help I would like full refund of $5,830.06
April 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a package. We understand *** is requesting a refund.Our
records indicate on February 11, 2020, ***, or a person authorized
for the Expedia account, booked a package with hotel and flights. The hotel was
for check in on April 2, 2020. The flights were nonrefundable.On March
24, 2020 the customer canceled the flights online. They were still operating. The
hotel was not canceled. The customer emailed a request to cancel the hotel. No
calls were located. Emails
are answered in the order they are received. Imminent requests need to be
addressed via phone, or cancelation may be completed online. When the email was
addressed, the hotel was no longer refundable.We reached
out to the airline to see if they might allow a goodwill refund. We found that
the customer already made the request of the airline. The airline will respond
directly to the customer when they have a reply. We
emailed the hotel to see if they might forgive all or part of the penalty. We
do not know if they will allow any waivers. If we receive a waiver from them we
will provide it.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
April 5,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the complaint from our customer. We appreciate
the Revdex.com allowing us to address the comments and concerns brought to our
attention. Expedia is disheartened the customer felt their concerns were not
resolved adequately by our company prior to seeking further actions from you. Expedia
is responding to the consumer complaint from *** (Revdex.com case number ***)
regarding a package. We understand *** is requesting a refund.Our
records indicate on February 11, 2020, ***, or a person authorized
for the Expedia account, booked a package with hotel and flights. The hotel was
for check in on April 2, 2020. The flights were nonrefundable.On March
24, 2020 the customer canceled the flights online. They were still operating. The
hotel was not canceled. The customer emailed a request to cancel the hotel. No
calls were located. Emails
are answered in the order they are received. Imminent requests need to be
addressed via phone, or cancelation may be completed online. When the email was
addressed, the hotel was no longer refundable.We reached
out to the airline to see if they might allow a goodwill refund. We found that
the customer already made the request of the airline. The airline will respond
directly to the customer when they have a reply. We
emailed the hotel to see if they might forgive all or part of the penalty. We
do not know if they will allow any waivers. If we receive a waiver from them we
will provide it.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 SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: first off I have never called the airline to cancel they did it them self. I need a full refund you taking this too long when this can be resolve in one email. you have not help in any sort of way I have been trying to reach over month to cancel and now your still making excuses waiting for approvals. please please in the next email I want you to say I have given the full refund. I don't have time to play these email back and forth you had a week to response and this is what I get in response.
Sincerely
Complaint: ***
I am rejecting this response because: first off I have never called the airline to cancel they did it them self. I need a full refund you taking this too long when this can be resolve in one email. you have not help in any sort of way I have been trying to reach over month to cancel and now your still making excuses waiting for approvals. please please in the next email I want you to say I have given the full refund. I don't have time to play these email back and forth you had a week to response and this is what I get in response.
Sincerely
May 11,
2020Revdex.com Alaska,
Oregon & Western Washington Complaint
DepartmentRE: Expedia
Case ***Dear Revdex.com, Thank you
for contacting Expedia regarding the comments from our customer. We are
responding to Revdex.com case number ***.No additional
information was provided that changed the previous outcome.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: you know it’s been Over two months that I’ve been trying to get my money back and you guys haven’t done anything even when you have an account with Expedia do you have all the power to get me my money back but you still not doing it this is the worst experience the worst Customer experience just give me my money back.......!!!!!
Sincerely
I purchased a flight from Expedia Inc on 2/25/2020 for my husband for a work trip and paid to purchase the insurance coverage to protect my flight. My daughter had surgery and is not recovering as we thought she would, we also have 2 small children at home that I need help with while our daughter is still recovering, and also it is highly risky for my husband to travel at this time with the CoronaVirus and risk bring it home to our baby.
Expedia advertised that this insurance covers 100% of your trip if you need to cancel. I needed to cancel my husbands flights and contacted Expedia on March 10, 2020 regarding how to go about being reimbursed for my trip. I was told to go through the insurance company and then told that the company could approve or deny my reimbursement. This was not made clear when purchasing the insurance and was completely misrepresented on Expedia's site. I purchased the insurance because I cannot afford to be out $300 on a flight (if I needed to cancel) and at almost 15% of the cost of my flight expected (as advertised by Expedia) that I would be reimbursed for my entire trip. I contacted Expedia to request that they make it right since they advertise this 100% trip cancellation and spoke to three separate people who were unwilling to stand by what they sell on their own website and make it right. After research, it seems I am not even close to the only one who has been taken advantage of by this misleading insurance advertising and think that it is important that Expedia corrects this mistake to make sure future consumers are not taken advantage of as well. This is the ONLY insurance offered through Expedia’s booking site.
This is 100% FALSE ADVERTISING!! I simply want my credit card refunded! This is a scary time for travel & Expedia should be ashamed of not better protecting its customers! What if he were to be exposed and then be put in mandatory quarantine??? Don’t be jerks! Refund people their hard earned money!!
Dear Revdex.com,
As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.
Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.
We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.
We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.
Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.
This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.
Thank you
Complaint: ***
I am rejecting this response because:I want a refund!!! I purchased the insurance, filed a claim and now I’m paying interest on the canceled tickets!!
Sincerely
March 30, 2019
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 to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her request for a refund.Our records indicate on February 25, 2020, Mr. *** or an authorized user of the Expedia account self-booked combined one-way flights on *** and *** Airline departing on April 26, 2020 from Portland, ME to Austin, TX, returning on April 29, 2020; along with the Cancellation Plan, via ***.
We can confirm on March 10, 2020, the customer called in and stated they would like to cancel the reservation. Our representative noted the departure flight was cancelled but the return was not. The call was disconnected, our representative tried calling back but was not able to reach the customer. The customer called back to cancel and our representative advised of the policy of the basic economy fare. The flights were cancelled in the airline system.
After further review on March 30, 2020, Expedia has verified the detailed notes listed on the account, the confirmation email and the fare rules of the tickets. Per the request of the customer the flights were cancelled on March 10, 2020 in the airline system. The tickets were Basic Economy and could not be cancelled per the airline’s rules. Since the Cancelation Plan was purchased the customer would need to file a claim with the provider of the Cancellation Plan. The customer would need to file a claim with the provider of the protection to see if her claim is covered.
Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe 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.
If we may suggest, Mrs. may want to contact *** at 1-*** ESP: 1-*** Intl: 1-*** for any further assistance with her Flight Protection Plan.Based on the above we are not able to honor the refund request. 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:
This is false advertising! If I do not receive immediate reimbursement for my purchase price, I will be filing at the local magistrate immediately for fees, interest on my credit card, loss of wages to attend court, false advertising damages, as well as the purchase price!
Sincerely
I was advised by a manager named Joseph on 3/8 at 10:12am
on a recorded line that if I cancelled my Itininary they can only offer $1425.98 from the $1956.02 that I paid as flights are refundable, therefor,
in light of the Coronavirus they would refund me that amount. I had until
3/9/20 at 4pm Eastearn time to cancel with this conditions.
I went ahead & cancelled & after cancelling I was told the terms did not apply & only refund me $893.93 & not the promised amount of $1425.02
I now they will not answer my calls. I am put on hold for 3-4hrs & then I get disconnected. This promised was made on a recorded line & I have all details of the call. False information inducing me to take a deal that was not follow through.
March 25, 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. A ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund for of $531.09.
Our records indicate on January 20, 2020, an Expedia representative booked Ms. *** a package booking for two travelers including flights and hotel accommodations via ***. Travel was on *** March 12, 2020 from New York, NY to St. George's, Bermuda and returning on March 17, 2020; along with a five night hotel stay at the ***.
We can confirm on March 7, 2020, the customer advised she needed to cancel this reservation due to change of plans and also due to the corona virus. Our representative advised that we do not have a waiver for this from the airline as yet. The customer asked the representative to call the airline because she said she received an email from airline offering a full refund. Our representative called the airline as the reservation is a basic economy. The airline advised that we needed to follow normal policies. Our representative advised the customer and the customer asked for a manager. The call was escalated and the Supervisor noted the customer itinerary was in basic economy and that the travel city does not have an advisory for the Coronavirus. *** does not have a waiver in place. The customer does not have any insurance and the hotel can be cancelled by the March 9, 2020. The customer had concerns of the policy and insists on a refund. Our Supervisor advised that normal policy applies and there is no refund. Ms. agreed to a non-refundable flight when it was purchased, she did not want to cancel the hotel or flight.
On March 8, 2020, the customer called to cancel her hotel reservation with full refund. Our representative advised that there was a one night fee that would apply before March 9, 2020. The customer stated she had not been advised of that and asked for a Supervisor. Our representative called the hotel and they advised their reservation team was not available and to call tomorrow.
On March 9, 2020, the customer advised that she was told if she called on March 9, 2020 that she would receive a full refund for the bundle. Our representative called the hotel and their systems were down. The airline advised that the reservation can be kept as a credit for one year from issuance and be rebooked and reissued within that time frame but no refund. The customer requested a Supervisor. An email was sent to Ms. advising that “no error was found on the part of Expedia. The agent(s) reviewed the complete terms of the booking and received a verbal affirmation before processing the payment. Several times during the call(s) you referred to understanding our policies and understood that we could not override Airline fare rules and restrictions.
After further review on March 25, 2020, Expedia was able to review the details of the reservation, the confirmation, ***’s fare rules and ***’s Covid19 policy. The *** fare rule state the tickets are basic economy and are non-refundable and non-changeable. ***’s Covid19 change policy states, “ New travel must originate on or before: December 31, 2020. New travel must be rebooked no later than: December 31, 2020. Ticket must be reissued on or before: December 31, 2020 or the ticket expiration date (whichever is sooner). Fare differences and change fee will be waived provided the ticket is reissued within policy guidelines. Ms. can contact our Cust el time, Monday, March 9, 2020 are subject to a hotel fee equal to one night(s) plus taxes and fees”. Expedia issued a refund for the hotel penalty as a one-time courtesy, in the amount of $223.49. The refund will appear within the next 30 business days to the original card that was charged.
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 issue that was 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
I have a reservation at ***, Jaipur from March 12th to 15th, 2020. The itinerary number is ***. Due to coronavirus outbreak in Jaipur I decided to cancel my trip. I called hotel to cancel my reservation on March 4th, 2020. Hotel understood my situation and ensured that I will be refunded the entire amount $978.54 without any penalty by Expedia. And Hotel confirmed that the charge was from Expedia and not from the Hotel. Then I call Expedia to regarding my cancellation request. But after countless hours of waiting on hold to talk to a customer service representative I got through to one representative on March 5th, 2020. The Expedia customer service representative told me that I will be receiving a cancellation confirmation email within 24 hours. However, I got an email on March 6th stating that my cancellation request has been submitted to the Hotel. I called Hotel on March 8th to confirm if they received the cancellation request from Expedia. They confirmed that they received the request and approved it. They also confirmed that they never charged for the rooms. But the charges were from Expedia and I need to call Expedia to confirm the cancellation. I called Expedia on March 9th at 9:15 pm. I was on hold till 9:45 pm. Once I got through the call, Expedia customer service representative repeated said that Hotel hasn't confirmed the cancellation request. I asked her to make a three way call with the Hotel but she denied. Then I asked her to talk to her manager, but after a long hold she hung up on me. I want full refund of my booking as this is an unusual and unforeseen situation.
March 23, 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 seeking a refund for the cancelled hotel reservation.
Our records indicate on February 11, 2020, Mr. *** or an authorized user of the account self-booked two hotel rooms at the ***, Jaipur checking in on March 12, 2020 and checking out on March 15, 2020, via ***.
We can confirm on March 10, 2020, the hotel authorized Expedia to issue a refund for the reservation. Expedia issued a refund for each of the two rooms in the amount of $489.27. The $978.54 refund was issued to the original card that was charged and will appear within the next 30 days.
After further review on March 23, 2020, Expedia has been able to review the details of the reservation, the confirmation itinerary and the hotel reservation. Expedia verified the refund was processed on March 10, 2020 for $489.27 for each room for a total refund of $978.54 to card ending *** and a refund receipt was emailed to the email address on file.
We thank you for allowing us the opportunity to address the issue that was 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