My name is ***. My coworkers and I booked a bundle deal on Expedia to travel to Panama on March 14 – March 22. The itinerary # is ***. I am one of the three travelers and due to recently getting ill, I am unable to take this flight. We work together in *** and have gotten sick. I will gladly provide the airline with a doctor's note saying we can not travel due to the possible risk of infecting others. I have attempted to call Expedia on numerous occasions and the automated machine hangs up on the call this flight. I am asking for a full refund since we can not take this trip due to illness and Expedia is non responsive
Expedia.com Response
• Mar 27, 2020
March 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. B ***, Revdex.com case number *** regarding getting a full refund. We understand that Ms. is seeking a full refund for to Covid19. Our records indicate on February 5, 2020, Ms. *** or an authorized user of the account self-booked three round trip flights departing March 14, 2020 from New York, NY to Panama City, Panama and returning on March 22, 2020; along with an eight night hotel reservation at *** Panama, via ***.
We can confirm on March 5, 2020, the customer called to cancel due to Corona Virus. She advised that she is the supervisor of a hospital and works with patients with the illness. Our representative called the airline and they advised a $200.00 fee is valid before February 4, 2021.
On March 10, 2020, the customer called to cancel the reservation due to COVID-19. Our representative reviewed the airline policy and they did not have a Covid19 policy in place. A call was made to the hotel but they were not available. The customer contacted our CHAT Team and they advised per the fare rules of the flight the flight is eligible for a credit.
On March 11, 2020, the customer contacted our CHAT Team regarding cancelling the hotel reservation. Our representative called the hotel and they authorized fully refunding the hotel reservation. Our representative issued a full refund for $1,408.40 to the original card that was charged.
On March 12, 2020, the customer called requesting to cancel the reservation because one of the passengers has the coronavirus. Our representative advised COPA ticket is non-refundable and there is a $150 change fee per person plus any increase in fare.
After further review on March 27, 2020, Expedia reviewed the fare rules for the COPA airline tickets and they do not have a Covid19 policy for the travel destinations on the customer’s itinerary. COPA rule state the ticket can be changed with a $150 change fee plus any difference in fare. COPA website advises that they have temporarily shut down operations effective March 22, 2020 through April 21, 2020. Expedia can exchange the tickets based on COPA fare rules, $150 change plus any difference in fare. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the airline in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor a refund for the COPA flights. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Mar 27, 2020
Complaint: ***
I am rejecting this response because Expedia is being dishonest. I saved the chats with the Expedia representative who had me on hold and spoke with a Copa Representative who advised to submit the medical documentation via email to receive a full refund. Please see the attached documents as proof this is what the Expedia representative told me via the chat.
Sincerely
Expedia.com Response
• Apr 03, 2020
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding a refund for the COPA flights.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. As of April 3, 2020 Expedia called COPA and they advised the passenger can reissue their tickets until December 31, 2021. Their waiver can only be used once. The new flights must be completed before December 31, 2021. The travelers cannot stay at a destination more than 21 days. They must have the same fare class, if it is not available the customer must pay any difference in cost. If the fare is available there will not be any additional charge. If the customer cancelling based on medical they must submit a medical doctor’s note and we will forward to COPA. COPA will make their decision based on the medical documentation they are provided and advise Expedia accordingly.
Expedia has emailed the customer under separate cover asking for the medical note. Upon receiving the doctors note it we will forward to COPA and await their response.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Customer Response
• Apr 04, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
This complaint is related to Expedia Itinerary number ***
I purchased a ticket to fly (on ***) to Seoul Korea and then to Thailand on Thursday March 26th. The flight was initially set to leave at 12:50am and now is set to leave at 1:00pm. Also the return flight was initially set for Saturday April 4 at 11:15pm from Chiang Mai back to New York and now the return flight is set to return at 10:00am - a loss of 12 hours of vacation time. Overall the change in flight time has led to a loss of over >24 hours. Most recently *** has suspended flights to Seoul, Korea. I have emailed and spoken to Expedia and have yet to receive a refund.
Expedia.com Response
• Mar 26, 2020
March 26, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation.Our records indicate that a refund of
his ticket was initiated through the ***line’s system on March 7, 2020. We ask
that he allows up to 30 days for the refund to be received from the merchant of
record, *** Lines.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Customer Response
• Mar 26, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased airline tickets from Korea to Guam. But due to coronavirus and being military, I have to cancel my flights. I am unable to contact someone who can actually help me. I have called four times and keep getting transferred in circles for hours.
Expedia.com Response
• Apr 02, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers.
We have already responded to this case previously as below:We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.Upon review, we found the customer has already cancelled the reservation by contacting our customer service team with applicable cancellation fee of KRW 60000 per passenger. Customer was advised that the refund should be credited within 8-12 weeks in to the original form of payment. We have also informed the customer about this cancellation via email and trust that this matter is now resolved. Regards,Arun ***Priority Customer Escalations AgentExpedia.co.kr
Customer Response
• Apr 03, 2020
Complaint: ***
I am rejecting this response because: the issue was not resolved. I was charged double the fees as shown in the attached. They did email me and asked to reply, which I did and got ZERO response. How can they consider this matter settled?
Sincerely
Expedia.com Response
• Apr 09, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers for itinerary ***.
We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.
Upon review, we found that there was a discrepancy in the refund amount for which we apologise. Please know that we've refunded remaining KRW 180000 (148.79 USD) to the original form of payment and it will reflect in next 30 working days.
We have also informed the customer about this refund via email and trust that this matter is now resolved.
I have reviewed the response made by the business in reference to complaint ID, and although I do not find this resolution satisfactory, I feel that this is going to be the best that company does in response to my concern. I don't think continuing my argument with them is going to completely resolve the issue.
On Sept 6th of last year, My wife and I booked a 7 night stay at a hotel in *** through Expedia. Two days later we needed to change the reservation dates by one day. I contacted Expedia and explained the situation. They said they would contact the hotel and get back to me. On the 10th of September, I received this email:
=========================
Dear ***,
We received an email from ***. They approved to change the date of the reservation without any penalty charge.
If you wish to continue to change the date of your reservation. Please reply to this email.
Thank you for choosing Expedia.
John P Expedia Customer Service Team
========================================
I replied as instructed and gave the matter no more thought until our vacation got closer. I checked and found the changes had NOT BEEN MADE. I called customer support and was told it would now cost an additional $1000.00 dollars to change the reservation date by one day. I contacted them again asking that they help me book and additional day which I was prepared to pay for. This is the email I got from Expedia
=========================================
Dear ***,
This email is regarding your request to add an additional night for your hotel reservation at the ***. We have presented your case directly with the hotel and we are sorry to inform you that despite our best efforts to advocate your request, the hotel stands firm with their reservation policies and had unfortunately denied your request.
As much as we would like to help you, we do not have the authority to supersede or override the decision of the hotel. Expedia follows the rules and restraints of the vendors whose services we sell. We only act as an agent for their product and we are unable to override the hotel's decision. We hope you will give us an opportunity to assist you with your travel plans again soon.
Your understanding on this matter is highly appreciated.
Carlos
Expedia Customer Service Team
===============================================
Here is my response:
I find that most interesting, especially considering I just got off the phone with the hotel and they have agreed to add an additional night. It is becoming quite apparent that Expedia does not have any interest in customer service, even when it was the actions of Expedia that caused the issue in the first place. I am going to do all I can to broadcast my shoddy treatment by your firm to all the social media formats and forums.
The upshot of this is I would warn anyone considering Expedia to give it a long second thought. If my experience is any benchmark of their customer service, you may want to consider other options for your travel plans
A flight was booked from Tijuana to Mexico City then to El Salvador. When in Mexico City waiting to board the flight to El Salvador, my passport was knocked off a table by another traveler, in my passport was my ticket and immigration paper. When this happened, my immigration paper was lost, I did not realize this until we went to board the flight to El Salvador, we were not allowed to board because that immigration paper was gone. We missed the flight and had to go obtain new immigration, plus a fee. We contacted Expedia to hopefully get a new flight to El Salvador, Expedia would not help in any way, no refund or credit and no new flight. The airline directly wanted $1000 for a new flight. We spent 10 hrs at the Mexico City airport trying to figure out what to do. We had no choice but to book a complete new flight at our expense of $700, plus pay for a hotel for the night. Our original cost with Expedia was around $630, so we paid double for this trip. Our baggage was also damaged, a new unused surfboard was largely dented in more that one place. I am also seeking either replacement of the surfboard or repair costs to be met.
We lost one whole day of our trip, which the hotel did not forgive. All I asked of Expedia was to get us another flight, but after zero help I am now seeking a refund and the board cost because we paid $1330 for flights when it should be just the original amount of $640. We are USA citizens and being stuck in Mexico City was a very cumbersome experience that we would never want anyone to go through. I greatly appreciate help on getting this resolved.
Expedia.com Response
• Mar 24, 2020
March 24, 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 refund for new flights that were booked after immigration paperwork was lost and requesting $400 refund for damage surfboard.Our records indicate on January 18, 2020, Mr. *** or an authorized user of the account self-booked two round trip flights on *** departing March 8, 2020 from Tijuana, Baja, USA to San Salvador, El Salvador and returning on March 14, 2020 via ***.
We can confirm on February 10, 2020, the customer communicated with our Social Media Team and inquired about cancelling flights.
On March 8, 2020, the customer called in and advised that he wanted to cancel and wanted to know if they could receive a credit for the flights. Our representative noted that the customer was able to take the outbound flight and were stuck in Mexico because of lost immigration papers.
After further review on March 24, 2020, Expedia was able to review the details of the reservation, the confirmation and ***’s record and fare rules. *** shows the departure flight was flown but they marked the tickets as not traveled from Mexico City, Distrito Federal, Mexico to San Salvador, El Salvador. ***’s fare rule state the ticket is non-refundable in case of cancel and since the second segment was not flown the ticket has no remaining value. Since *** marked the tickets as open (unflown) on the second segment, the only option was to purchase new tickets at the current cost. With regard to any lost or damaged baggage, *** would need to be contacted. For your convenience we have included a link for *** Customer Service form (https://www.***.com/en-us/contact-us).
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 Mr. 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.
Based on the information provided above, Expedia is unable to honor Ms.’s request for a refund. 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 been trying to cancel a flight for days and between three calls I have been on hold for 2 1/2 hours. The links to solve this problem do not work on the website and says that says there was a glitch, this has been going on for days. They do not offer any other way to contact them to solve problems.
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 Mr. ***, Revdex.com case number *** regarding cancelling his ticket. We understand that Mr. is requesting to be charged the cancellation fee and receive a refund of the remaining amount.
Our records indicate on January 1, 2020, Mr. or an authorized user of the account self-booked one round trip flight on *** Airlines departing March 17, 2020 from Rochester, NY to St. Louis, MO and returning on March 21, 2020; via ***
After further review on March 23, 2020, there is no documentation on the account or notes of Mr. calling in and asking to cancel or reschedule his flights. Expedia was able to review the details of the reservation, the confirmation itinerary and the airline record. The airline record shows the flights were cancelled on March 14, 2020.
Unfortunately there is no documentation on the Expedia account in regard to the flight reservation being cancelled. *** Airlines policy states the ticket is non-refundable and changes are not permitted. The *** Airline Covid-19 policy states that they are offering to change the date of travel on tickets with dates of travel from March 17, 2020 through March 30, 2020. New tickets must be reissued on or before December 31, 2020 and the applicable price will apply along with the current *** Airline rule. *** Airline is not offering to refund the non-refundable, non-changeable ticket. Mr. may contact our Customer Service Department at 877-227-7481 for any inquiry he may have about his flight schedule.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
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. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.
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.
Last December I booked two roundtrip tickets to Cancun from Louisville (connecting through Houston) through Expedia.com for a total of $1,467.62, for my upcoming wedding. After accepting a job in Austin, I called Expedia and asked to change the connecting flights from Louisville to Austin. I said that I did not want to change the flights from Houston to Cancun, I only needed to change the connecting flights, and I was told I would receive an email confirming this change after agreeing to the change fee.
I never got confirmation and when I checked the Expedia website, I found that the primary flights to and from Cancun had disappeared. I called Expedia again to find out what happened, and I was eventually told the previous representative mistakenly cancelled the flights back and forth from Houston to Cancun, and now the original seats from Houston to Cancun that I had reserved were no longer available. I was then put on hold and the call disconnected.
No longer trusting Expedia, I found and booked my own replacement flights from Austin to Cancun, connecting through Houston, and called Expedia back for a refund of the original booking, since they accidentally canceled the flights to Cancun. I was first told I would have to wait 42-78 hours for the air credit team to process the refund, but then a few days later they told me they have denied my refund request. Now my itinerary on the Expedia website only shows the changed connecting flights, back and forth from Austin to Houston, during the time I'm supposed to be in Cancun getting married, for the original price that I paid of $1,467.62.
Expedia.com Response
• Mar 26, 2020
March 26, 2020
Revdex.com Alaska, 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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund since his itinerary was changed and he purchased all new flights.Our records indicate on December 24, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing June 9, 2020 from Louisville, KY to Cancun, Quintana Roo, Mexico and returning on June 16, 2020 via ***.
We can confirm on January 26, 2020, Expedia emailed the customer advising *** Airline had made a schedule change to your upcoming trip, and your original flight option is no longer available. The customer was given options and asked to choose and reply. The customer called in about the airline schedule change. He requested to fly in business class. Our representative called the airline for assistance and was offered business class of service on *** June 16, 2020 *** connecting with *** flight 3467 June 16, 2020 ***. The customer was okay with the change, the airline added the flight and revalidated the tickets.
On March 2, 2020, the customer called to change his connection cities due to a change of plans. Our representative changed the departure to Austin, TX arriving into Houston, TX on June 6, 2020 and returning from Houston, TX to Austin on June 16, 2020.
On March 6, 2020, the customer called in to do a follow up and was asking for a refund since he wanted to cancel his trip. He advised that he has already booked another reservation. The call was disconnected while our representative was speaking with a Supervisor. The customer called back and advised the flights were changed and it was never agreed to. When the flights were changed, they were changed to depart Austin, TX to Houston, TX and return. The Houston, TX to Cancun segments were removed. The customer would like a refund, advises his flights were changed and never agreed to. Our representative had the call pulled and our representative recapped the changes, Mr. agreed to the changes of itinerary for $200 per ticket along with being notified that he had a remaining credit of $258.00 per person. Based on the call recording the refund was denied since Mr. agreed to the recap of the itinerary. Expedia emailed Mr. and advised that we listened to call and determine that the changes were made correctly based on the request and that the refund request has been denied.
After further review on March 25, 2020, Expedia was able to review the details of the reservation, the confirmation itinerary, ***’s fare rules and the call recording of the requested change. We were also able to verify that our representative confirmed the changes departing from Austin TX, to Houston, TX on June 9, 2020 at *** arriving at *** and returning on June 16, 2020 from Houston, TX to Austin, TX at *** and arriving at ***. Mr. agreed to the changes our representative advised there was a $268.00 credit available for future use per person and that the original itinerary number remained valid for use on the changes.
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 Mr. 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.
Based on the information provided above, Expedia is unable to honor Mr.’s request for a refund. Mr. may contact our Customer Service Department at 877-227-7481 whenever he is ready to complete an exchange with the remaining $258.00 per ticket credit.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
Customer Response
• Mar 27, 2020
Complaint: ***
I am rejecting this response because:
I never asked for any changes to The Houston, TX to
Cancun segments when I called on March 2, 2020 to change the connection cities. What actually happened was that I checked the website after this call and found The Houston, TX to Cancun segments had disappeared so I then called on March 4, 2020 to find out what happened; I was told they had been canceled and my
original seats were no longer available; and I was hung up on. This is when I
booked my own replacement flights.
I was never told by the Expedia representative calling herself Catherine that she was canceling the Houston, TX to Cancun segments; I never agreed to this, this was never confirmed with me, and this should be evident from the original call recording. I would like to request an audio file copy of this original call recording from March 2nd 2020.
I would also like a full refund of the original amount since Expedia is responsible for incorrectly canceling the Houston, TX to Cancun segments, which I did not ask for. On several of the following calls on March 4, 2020, a representative named Prafful and then someone identifying themselves as a supervisor named Arthur confirmed that they understood the Houston, TX to Cancun segments were incorrectly canceled and I would be issued a refund. This should also be evident from those respective call recordings; therefore I would like to request a copy of those audio files as well.
Sincerely
Expedia.com Response
• Apr 03, 2020
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding he request for a refund of the original amount of $1,467.62 and the call recording.After further review of your complaint we can determine that no new information has been provided, thus, Expedia continues to stand by its original reply. As stated in our original response, our review of the call recording verified acceptance of the changes. In order to obtain a copy of our call recording we must receive a subpoena.
Again, 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
• Apr 04, 2020
Complaint: ***
I am rejecting this response because: it is ridiculous that Expedia would allege that the call recording verifies acceptance of the changes they made but refuse to provide the call recording. It's obvious they aren't willing to provide the recording because the recording would obviously show and prove that I did not agree to these changes they have made.
It's furthermore unconscionable that Expedia would refuse to refund the cost of these flights that they've canceled and I can no longer take, and refuse to provide the recordings unless I take legal action. This is insanely obvious that Expedia is exploiting their position as a large company with legal resources to force me, the consumer, to back down unless I pay out of pocket for my own legal remedies.
In order to take advantage of me, the consumer they exist ostensibly to serve, and cheat me out of the large fees they've charged me for international round trip business class airfare that they've canceled.
I booked a direct flight to Saint Martin from Philadelphia airport from 4/10/20 to 4/17/20 to stay at an all inclusive resort. I always purchase flight cancellation insurance, and this time was no exception. On 9/22/19 they notified me that my flight was changed to a layover and "it is important that we confirm your acceptance of this change as soon as possible". I called Expedia and was told that there were no other flights available unless I wanted to pay an extra $1000.00 to go on the next day. That was not in my budget, so I declined. So, I did as instructed and clicked the confirm button.
Then on December 22 they emailed me and changed my flight AGAIN. I called Expedia again, and they assured me that there were no alternatives and I had to accept their decision-returning after midnight.
Then I found out that my destination was only 20% complete, so I called Expedia and asked them to change us to a built resort, they did. At that time, they informed me that my cancellation insurance was in full force and effect since I changed my resort well in advance, they said that I did not use my one-time trip cancellation insurance.
Now the coronavirus is here. I called and asked Expedia to cancel my trip entirely. After waiting for an hour on the phone with both the representative and the manager, I was told there was a $200. change fee but I could not cancel. I agreed to pay the fee if they could not cancel, but I want to change to a direct flight (2 days later with another airline) At least going direct, as I originally set up would minimize the amount of time that I had to hang around an airport and wait with other people. While I was waiting, I confirmed that the hotel did have availability and the other airline had seats. Expedia then said they could not cancel/change the flight because I had already changed it when I clicked the button to accept. I explained that I DID NOT change it, the AIRLINE changed it-TWICE!! Expedia would not help.
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 getting her tickets reissued for the airline schedule change. We understand that Ms. is seeking to either receive a full refund or get her tickets exchanged to a different airline that will fly direct.
Our records indicate on July 18, 2019, Ms. or an authorized user of the account self-booked two flights departing April 10, 2020 from Philadelphia, PA to Philipsburg, Sint Maarten and returning on April 17, 2020; along with a seven night hotel reservation at *** Waiver, via ***.
We can confirm on September 25, 2019, Expedia emailed the customer and advised that email *** Airline has made a change to the flight schedule. Expedia gave the options available and asked that a choice be made on the options given.
On September 26, 2019, the customer called due to unacceptable airline schedule change. She wanted a nonstop flight. Our representative was able to verify all the flights on April 10, 2019 have connections. Our representative offered to cancel and rebook the and she declined and accepted the changes. Our representative made the changes in the system to the customer tickets without any charges.
On March 7, 2020, the customer called in advising she wanted to change her flights. Our representative advised that the flights had been previously changed based on her acceptance of the original schedule change and tickets had been issued. Our representative advised if changed it would be a voluntary exchange and the change fee and fare difference apply.
After further review on March 23, 2020, I was able to review the details of the reservation, the confirmation itinerary and the airline record. The airline record shows the airline schedule change was accepted by the customer on September 26, 2019, Expedia exchanged the tickets at no charge and reissued the tickets. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.
In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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. *** 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. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
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
Customer Response
• Mar 23, 2020
Complaint: ***
I am rejecting this response because: the message from Expedia required an acceptance of the airlines dictate or a change to a day later which would cost an extra $1000 for the date change at the motel. The only other alternative was to cancel the trip totally and rebook for yet more money since the prices had gone up since the time that I booked. I was given the choice of accepting the different flight, being cancelled or paying a significant amount of money more than the roughly $4400 that I already paid. This is a bait and switch. Then if I rebooked I would have to pay the higher rate AND purchase more cancellation insurance. I don’t believe that my cancellation insurance is used up because I DID NOT do the cancelling. This is a scam.
At this point I just want to cancel the whole trip.
Sincerely
This is in reference to my pitiful stay with The *** and the ignorance and rude coustomer service ive recieved both from The *** and with Expedia.
Itinerary #***
My fiance and I had booked an "all inclusive" resort in the Bahamas for my birthday. The "all inclusive" resort that we had stayed in was called the ***. From the time we checked in until the time we left I was left unsatisfied. The staff were rude, the room was sub par to say the least, the ceilings were cracked, they were water stained, the doors were warped and the hot water was down for more than 1 full day. The reason I've put "all inclusive" into quotations is because from the time that we checked in we were unable to get a reservation towards either of the 2 "inclusive" restaurants so we had to go elsewhere.
These are just my complaints about the resort itself. My problems were all addressed and brushed off with Expedia. I guess between the resort who will never see us again in the Bahamas and Expedia they can just point fighers back and forth and play the blame game. I have tried and tried but just get the usual call center representative who was unconcerned with my issues. I had been disconnected from and brushed off a dozen times. I have submit pictures that I took in our sub par room of the damaged sheets, warped doors, water damage, etc. Then after weeks of calling when myself or my fiance had free time to waste with trying to contact Expedia I was finally offered a $200 coupon towards my $1600 vacation and when I said I really wasn't satisfied with that coupon the supervisor I was talking to told me hed be happy to pass me to his manager but if he did then I would not be offered that $200 coupon again. So I was forced to accept whatever I could get.
Expedia.com Response
• Mar 19, 2020
March 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for a refund. We understand that Ms. is seeking a refund in the amount of $1500.00.
Our records indicate on December 30, 2019, Ms. or an authorized user of the Expedia account booked two round trip flights on ***, departing on January 27, 2020 from Fort Lauderdale, FL to Nassau, Bahamas and returning on January 30, 2020; along with a three night hotel reservation at ***- All Inclusive- Adults Only, via ***.
We can confirm on February 17, 2020, the customer called in and advised of their experience. They tried to make a reservation at the restaurant but they were unable because it was completely full, there was water damage in the room, no hot water for an entire day and he was requesting compensation. Our representative called the hotel and they advised that they need to be provided any documentation as proof so that they may investigate the case. Expedia received an email from Ms. with a photograph of the shower.
On March 5, 2020 and February 9, 2020, the customer called in to request compensation due to the inconvenience he experienced at the hotel. The customer advised that he already sent an email to Expedia on February 18, 2020. Our representative called the hotel and they denied refunding the reservation stating the guest stayed. Our representative offered a $25 coupon and the customer denied and asked for a manger. The call was taken over and the customer was offered a coupon for $112.00.
After further review on March 19, 2020, Expedia has reviewed the notes and emails on the account, the documentation of the hotel declining to authorize Expedia to issue a refund for the customer complaints. Expedia was unable to verify a voucher of $200 was applied or offered to the customer. Expedia verified a $150.00 coupon had been applied to the Expedia account for the inconvenience experienced. As a courtesy the $150.00 coupon has been deactivated and $200 coupon has been placed on the account for the inconveniences experienced.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your 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
I purchased an airline ticket through Expedia.com for a trip to Italy. The airline ticket was round-trip, leaving Toronto on June 20, 2020 and arriving in Rome, Italy and then departing Rome, Italy on June 30, 2020. This was a trip that I was going on with my parents. They were departing for Italy on an earlier date and I would meet up with them in Rome when I arrived. However, with the outbreak of the Coronavirus, my parents and I do not feel safe traveling to Italy, where part of the country is shut down. My mom is a cancer survivor and has a weakened immune system so she is susceptible to these illnesses. I tried to resolve this issue directly with Expedia but they said there is a no refund policy in place for my ticket and I can't change the travel dates either since there is no waiver for Rome, Italy (not sure what that means). I understand that under normal circumstances, there is a no refund policy in place but I think with the spread of this illness, this is an extenuating circumstance.
Expedia.com Response
• Mar 19, 2020
March 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** , Revdex.com case number *** regarding is flight. We understand that Mr. would like a refund of the plane ticket cost or a voucher to use the tickets at a different date.
Our records indicate on September 30, 2019, Mr. or an authorized user of the Expedia account booked one round trip flight on *** departing on June 20, 2020 from Toronto, ON, Canada to Rome, Italy and returning on June 30, 2020, via ***.
As of March 19, 2020, there have not been any calls in or notes on the account. Expedia has been able to verify the airline record is valid and the ticket status is open. Exped was also able to verify the policy for *** in regard to the Coronavirus (COVID-19). ***’s policy covers departure dates up to April 30, 2020. Based on ***’s current policy for COVID-19, it is not applicable to travel dates outside of April 30, 2020. The current rule of the fare states the ticket is nonrefundable and changes are not permitted.
Mr. may contact the Expedia Customer Service Department at 877-227-7481 to verify if *** has updated their policy. He may also review *** website (***) for their updated information related to the corona outbreak.
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. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking Mr. 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 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
I will never ever book a flight through Expedia again.
I got on Expedia chat to cancel a flight reservation (our plans were changed due to the Coronavirus) and waited 28 minutes to get to an agent. Due to all the issues with the Coronavirus right now I expected this so it was not a big deal at all. I totally expected it and no one is to blame for this. I was told I would have to contact the airline directly to cancel my flight. This is always frustrating to me as I booked through Expedia not the airline. I see no purpose in booking through them if they can't resolve my issues. So, I contacted Delta and waited 50 minutes for a representative (again, wait time was expected). That representative looked up my flight and said that it was eligible for a refund, but I would have to contact Expedia and said that a waiver had been sent to Expedia in order for me to get the refund. So, I called Expedia again and was only hold 40 minutes waiting on a representative. I was then told that my flight was not eligible. I explained that Delta had looked up my flight based on my itinerary number and told me it was. He again stated it was not. I again told him what Delta had JUST told me. He said he had to call Delta to confirm. So, I am now on hold with Expedia and Delta to resolve this. It is currently almost 2:00 AM. I have been working on cancelling this flight for over 2.5 hours. I will never, ever use Expedia for a flight ever again. This is the work customer service experience I have ever had!!!
We booked flights for *** Airways through Expedia. Due to the Covid-19 issues, *** Airways established a policy that states: "Passengers travelling with *** Airways up to 30 June 2020 can now change their travel plans free of charge by altering their booking dates or opting to receive a travel voucher up to three days prior to departure." I have called Expedia several times and keep receiving a run-around from them when trying to receive said voucher.
Expedia.com Response
• Mar 18, 2020
March 18, 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 Mr. *** (Revdex.com case number ***) regarding his request for travel vouchers for his cancelled flights.
Our records indicate on December 10, 2019, Mr. or an authorized user of the Expedia account booked two multiple destination flights on *** Airways departing on April 10, 2020 from St. George's, Bermuda to Hanoi, Vietnam, returning on April 25, 2020 from Singapore, Singapore to St. George's, Bermuda, via ***. A confirmation email was emailed to the email address on file, it has been opened 12 times.
We can confirm on February 23, 2020, the customer called in and requested to cancel the reservation due to the corona virus. Our representative was unable to check the airline policy. Our representative advised that there was a change fee. Mr. decided to leave the reservation as is and no changes were made.
On March 8, 2020, the customer called in wanting to know if there will be a charge for a change of flight. Our representative was not able to retrieve the airline policy. The call was escalated to a supervisor. The supervisor verified the reservation was booked by the customer on December 11, 2019. There is no airline policy for *** Airways for cancellation due to Covid-19, as per fare rules the tickets are partially refundable with a $375.00 cancellation fee. The customer insisted that *** Airways website specified that he was eligible to keep a future travel credit and that *** Airways will waive the penalties. Our representative called *** Airways and was advised that we can save as a future travel credit. The customer must call before December 11, 2020 to use it and can travel up to six months afterward. Our representative advised Mr. and executed the cancel along with emailing Mr. the details of the future travel credit.
After further review on March 18, 2020, I verified the details of the notes listed on the account. I was also able to verify the flights have been cancelled and an email was sent to Mr. on March 8, 2020. The email advised the details of *** Airways future travel credit (see attached). Additionally, at the time of booking Mr. 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.While we regret your experience was not as we would have hoped, based on the information provided above, *** Airways has allowed Mr. a future travel credit. Mr. may contact our Customer Service Department at 877-227-7481 for assistance. In completing the exchange process, *** Airways requires that we are contacted prior to December 11, 2020 to complete the exchange and that your travel is within six months of the exchange being completed. 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 20, 2020
Complaint: ***
I am rejecting this response because:
Expedia keeps throwing in my face the terms & conditions that I agreed to and that they are bound by the refund/change policies of the airlines. Expedia has repeatedly stated their representatives were unable to check or retrieve the airline policy. However it was clearly stated on the airline's website. My repeated attempts to explain this to the Expedia representatives were met with the same stonewalling. If I am able to simply retrieve the airline's policy from their website, how is Expedia not able to do so if they have an actual relationship with the airline? Expedia has made it as difficult as possible for me cancel the flight without penalty, which I was in my rights to do. Furthermore, I do have the email from Kevin at Expedia noting the cancel of the flight and the future travel credit. However, I still see this flight in "booked" status when I retrieve the itinerary on the Expedia website. This does not give me comfort of anything that I've got an email stating a credit but the flight is still showing as booked. How do I know Expedia will honor this? Is the ticket still booked with *** Airways? Lastly, in the response from Expedia they note the confirmation email "has been opened 12 times." How do you know this?
Sincerely
Expedia.com Response
• Mar 30, 2020
March 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding receiving a flight voucher for his cancelled flights.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. We have communicated with *** and they have advised that Vietnam is not allowing anyone into their country without a Vietnam passport. As Mr. and I have discussed under separate cover, he possesses a U.S. passport. Based on Mr. being a U.S. passport holder I have submitted the refund request via the airline system. Mr. is aware that *** is the merchant of record and will be issuing the refund to the original card charge with 30 business days. Mr., *** has also been advised that Expedia does not get any information from the airline when they process a refund. He will need to keep an eye on his account.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
We were never notified that our reservation was cancelled (February 13th, 2020). We found out that the property was no longer available on the very day we were to arrive, and the only reason we even learned about the cancellation is because we called Expedia for the complete home address to put into our GPS as we were getting into the car. We were on the phone for an hour only to learn the property was no longer available - no one in the organization ever bothered to contact us in advance. They failed to stand by what they state on the reservation confirmation “your reservation is confirmed, no need to re-confirm”. Our well planned trip turned into complete chaos - and was very stressful and more expensive. Their resolution to our plight was unacceptable. I have spent countless hours going back and forth with Expedia (Many different people) and they just dismiss me and are no longer responding. I begged to have my claim escalated to upper management but it's like a black hole. They respond by saying your claim will be reviewed within 24 hours. I would like to send all correspondence but this form does not allow for attachments. I feel all of my correspondence would help to move my claim along.
Expedia.com Response
• Mar 19, 2020
March 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for a refund. We understand that Ms. is seeking a refund in the amount of $2,658.20.
Our records indicate on January 26, 2020, Ms. or an authorized user of the Expedia account booked a three night house reservation, checking in on February 13, 2020 and checking out on February 16, 2020, via ***.
We can confirm on February 13, 2020, the customer called in and was transferred to the Reservation Services Department for a relocation. Our Relocation Department emailed Ms. advising, “since they could not find any availability in this location and the only property that has availability is in *** and they advised that they were allowing you to book the new reservation using that site. It was advised that that it would be our responsibility to cover the price difference (1,337.86 USD) by crediting it back to your original form of payment after sending us the receipt of the said alternative property. We will also be refunding to you your original reservation since it was not honored by the original hotel”.
On February 21, 2020, the customer called in to advised about the missing reservation. The customer advised she didn't use the hotel that she was relocated to. She advised that she received an email from Expedia that stated she would be getting a refund. Ms. request a new reservation; the call was escalated. Ms. asked for reimbursement of $2600,00 Upon checking our representative verified the cost of the reservation was $728.14, Ms. asked for a manager. Ms. emailed the representative a copy of the Relocation Department email that advised they were going to refund the difference.
From February 21, 2020 through February 24, 2020 – there were numerous emails between Ms. and Expedia. Ms. emailed Expedia asking for reimbursement. Expedia replied back with the following, “I apologize for the inconvenience of the original reservation that you had booked not being available for you. Our reservation services department worked with you on finding another accommodation for you and your family. I reached out to the reservation department and they advised that you mentioned another *** property that you were interested in for $2066.00usd in which Expedia was not associated with and so they offered *** by ***-*** in which they stated you denied. However, they offered you to book the *** property that you were interested in, by you paying for the cost of your stay and sending in a receipt to us that it was paid and we would refund you the difference of what you already paid on the original reservation. We offered to cover the difference of the new accommodation since the original reservation you were promised was not available. In your email you mentioned that you did not stay at an ***, so I reached out to *** and was notified that you had a two-bedroom suite from 14feb20-16feb20 for $502.20usd. Again, I apologize that your trip did not go as you had planned but our reservation department tried their very best to provide a resolution to you at no further cost. At this time, if you stayed at the *** and have a receipt, please send an email with it attached to [email protected] for a refund of the difference. Otherwise since *** verified you stayed at their hotel and the amount, they charged of $502.20usd is less than the amount you original paid, if you would give us a call at ***, we will provide a refund of the difference in the amount of $225.94usd to your original form of payment. On top of that as a one-time courtesy I have also issued a $200usd goodwill coupon to your account towards a hotel reservation in the future for all of your trouble. The coupon will be good for 1 year and can be used towards any standalone pay now hotel reservations or a flight + hotel package, but the coupon will only be applied to the hotel portion. The coupon cannot be redeemed for cash and if the purchase amount is less than the coupon amount, no credit will be issued for the difference. Only one coupon can be applied per qualifying itinerary. It c***ot be combined with other coupons, promotions, and special offers. Once a coupon has been redeemed on a booking it cannot be reissued.” Expedia emailed Ms. advising that we have issued a refund for $718.14 to card ending ***.
After further review on March 19, 2020 – Expedia has offered to cover the out of pocket expense but requires an email be sent with proof of a charge/expense. Expedia has issued a $718.14 on February 24, 2020 for the cost of the original reservation; along with placing a $200 coupon onto your Expedia account. The refund of $225.94 that was offered in the email communication has been issued to the original form of payment. The refund will appear in three to seven business days. A refund receipt has also been emailed to the email address on file.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret your experience was not as we would have hoped, based on the information provided above, we are unable to provide any further refund amount without proof of charge. 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
I was given a 50 dollar coupon to be used toward hotel in 2019 for a horrible fiasco that Expedia had me go through with a previous reservation. I had until 2/29/20 to use this coupon. I tried many times in February to use the coupon on my March travel but it would not work. I attempted to use chat online but it wasd down. I called Expedia and because of coronavirus their message instructed to call back in 10 days. I also tried to hold to get an agent to book my reservation and held well over an hour and the call was disconnected. I also attempted to have the system call me back when it's my turn and the system would say that I should expect a call back in 25 to 45 min sometimes over 60 min but I would never get a call back. This went on for 2 weeks and my coupon expired. Today I finally got through to Expedia. It took from 12:36pm to now 2:06pm and I was told that they would reissue the coupon due to the circumstances I went through but not this time because they are having to issue so many coupons now due to coronavirus, so their system won't last them because it's not a coronavirus concern. This is crazy. It's not my fault there is a coronavirus or that their system wasn't working or that their phone lines were busy and didn't return calls which didn't let me use my coupon. It's also not my fault they are having to issue refunds and coupons for all the inconveniences folks during these hard times. The matter of fact is that I was given a coupon for horrible service, it wasn't working because of an Expedia glitch, I had no way to reach an Expedia employee because the system wasn't calling people back and I should not have to forgo 50 dollars which is a big deal for our veteran family on a single income with 2 kids because Expedia was having technical difficulties.
Expedia.com Response
• Mar 18, 2020
March 18, 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 to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her request to have the Expedia $50 coupon reissued.
Our records indicate on January 11, 2019, a $50 coupon was placed on the Expedia account for the issues that were experienced with a rental car reservation.
After further review on March 18, 2020, I was not able to see any calls or inquiries on the account in regard to the $50 voucher. I reviewed or back office system and was not able to verify any attempt to book a reservation prior to the coupon expiring on February 29, 2020. Unfortunately, our computer system will not allow any other coupons to be added to your account. As a one-time courtesy we have applied a $50 refund to *** ending ***. The refund will be applied to the card in three to seven business days. Please know that this refund is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
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 18, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you so very much
My Expedia rewards account has limited transactions posted since end of sept 2019 and those are either in error of fraud. I have tried to reach out to Expedia few times over chat and phone to
A) trying to get few years of Expedia rewards activities
B) figure nature of points withdrawals and have them credited back
However, so far unsuccessfully
Expedia.com Response
• Mar 17, 2020
March 17, 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 Mr. *** (Revdex.com case number ***) regarding his request to go over a few years of withdrawals of his loyalty points.Our records indicate as of March 17, 2020, Mr. ***’s Expedia account does not have any current or upcoming reservations. The Expedia account has had a deduction of loyalty points by ***. *** deducted the following amounts on September 23, 2019, -493, -1900 and -20. On September 21, 2019 *** added the following two adjusted amounts 10 and 86. Expedia deducted an award amount of 56 points in December 2019.
After further review, Expedia has adjusted the 56 points back into Mr.’s Expedia account that were deducted in December 2019. Mr. will need to contact *** regarding the points that they deducted and adjusted on his account in September of 2019.
Expedia Rewards suggest that our Rewards customer contact us with the itinerary number from their booking within 6 months of the last day of their stay. We’ll look into it and credit your account with any missing points.
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
On 10.6.19 I purchased 2 round trip airline tickets to Tokyo Japan through *** Travel Expedia. The purpose of this trip was to attend the Tokyo *** to be held March 1, 2020. On February 17, 2019 Tokyo *** announced that the *** was cancelled due to the coronavirus. I called *** Travel to cancel our flights and was informed that there was no refund available to these tickets and my only alternative was to submit a claim with ***, who I had purchased travel insurance through. My claim to *** travel was denied saying my coverage did not include non travel due to coronavirus outbreak. I called *** Travel back and they referred me to *** Airlines. I called *** Airlines and they instructed me that all requests for refunds need to be done through the travel agency. The travel agency must contact *** Airlines on your behalf to get refund authorization. *** Travel refuses to do this. I would not be filing a Revdex.com claim except I am getting no response back from inquires from *** Travel, *** Airlines or *** Insurance.
Expedia.com Response
• Mar 17, 2020
March 17, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Powered by Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** Powered by 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.
*** Powered by Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for refund of flights and insurance. We understand that Ms. is seeking a full refund in the amount of $9,217,90.
Our records indicate on October 6, 2019, Ms. or an authorized user of the *** Powered by Expedia account booked two round trip tickets departing on February 26, 2020 from Seattle, WA, USA to Tokyo, Japan and returning on March 3, 2020; along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed 11 times.
We can confirm on January 2, 2020, the customer called in to change the departure flight. Our representative quoted $1971.10, the customer did not agree and no changes were made.
On February 17, 2020, the customer called to cancel. Our representative advised the ticket were nonrefundable and cancelled the itinerary in the airline system.
On February 28, 2020, the customer called to inquire on a refund for the tickets and requested to speak with a supervisor. A supervisor verified that on February 17, 2020 the flight reservation was cancelled with the regular policy, per the customer request to the cancel. When the call was taken over by the supervisor, the customer was not on the line. The supervisor called the customer back but there was no answer. The customer called back to try and get a credit or refund. Our representative advised the customer that she can submit a claim on the airlines website but it does not guarantee a refund or credit will be issued.
After further review on March 17, 2020, I reviewed *** Airline’s policy which states the tickets are non-refundable if cancelled. I was also able to review *** Airline “free change” policy which states they are waiving all rebooking fees for tickets issued on or before 15 March, 2020, for travel up to 31 May 2020, with immediate effect. Customers can cancel their existing flight itineraries, retain the value of their tickets and rebook their travel at a later date, when they are able to firm up their new travel plans. The new flight itinerary should be completed by 31 March 2021. All rebooking fees will be waived, although a fare difference may apply for the new itinerary,
*** Powered by 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. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, at the time of booking Ms. accepted *** Powered by Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret your experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. However, *** Airlines rules allows an exchange to be performed. You may contact our Customer Service Department at +*** for assistance. In completing the exchange process, *** Airline is waiving the exchange fee cost, you will be required to pay any increase in the cost of the new fare.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 17, 2020
Complaint: ***
I am rejecting this response because: The customer service number given to call to rebook the airline tickets, ***, is *** phone number. Would *** Powered by Expedia be able to send the correct customer service number??
Sincerely
Expedia.com Response
• Mar 30, 2020
March 30, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Powered by Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** Powered by 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.
*** Powered by Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for refund of flights and insurance. We understand that Ms. is seeking a full refund in the amount of $9,217,90.
Please accept our apologies and any inconvenience that may have been experienced with the incorrect number we provided you. The correct number to contact our Customer Serivce Department is ***. Our Customer Service Department will assist you with completing the exchange process. *** Airline is waiving the exchange fee cost, you will be required to pay any increase in the cost of the new fare.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
"Forgot" to cancel my flight and then charged me for a no show even after I reminded them I asked to cancel my flight days in advance and they told me then it would be no issue.
Protection travel plan is the biggest hoax. Because of my age group and my husband"s the CDC advises we should not fly. We have bought travel protection plan from Expedia and now we want to cancel tickets for travelling , Expedia does not do that. They charge you the extra money for travel insurance and then they tell you it does not cover anything because airlines have different regulations for cancellations and basically no refund
Though I bought the Expedia “insurance” I am not able to receive a refund for my hotel. I am also unable to cancel my flight reservations booked through Expedia with American Airlines. I was on hold for 2.5 hours because they cannot assist online. Once my call was answered they put me on hold and dropped my call. What a scam!
Booked a flight for me and my kids on FEB 26, I called expedia to cancel flights and the lady that helped me told me that I cant get a refund unless the airlines announce flex on the booking, after my airlines said that flights could be cancelled due to corona, expedia told me they would NOT reinburse me and now they aren't willing to do it
Expedia.com Response
• Mar 16, 2020
March 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a combined one-way flight reservation. We understand Mrs. is requesting a refund for her flight as is requesting to cancel due to the
Coronavirus.
Our records indicate that on June 24, 2019, Mrs. ***, or an authorized user of his Expedia account, self-booked a combined one-way flight reservation using Expedia’s website, under itinerary *** for a total of three travelers. Travel on
*** departing March 18, 2020, from New York, NY to Maimi, FL returning on *** Airlines March 22, 2020.
Upon reviewing this matter, we show *** and *** has put their travel advisory into effect. The airlines recognize this event is changing often, so they are continuously updating their waiver policies. *** effective for travel
dates between March 1, 2020 – March 31, 2020, the change fee waiver applies. Change must be made prior to trip departure and occur within ticket validity date. *** Airlines any ticket booked for travel in March or April 2020, or booking in March 2020,
qualifies for waived change fees. Please note, if your new flight is more expensive, the fare difference will apply to both airlines.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally,
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,
Dez ***Corporate Correspondence Team
Customer Response
• Mar 17, 2020
Complaint: ***
I am rejecting this response because:
no one booked anything on June 24!
your people miss informed me and my name is MR. ***
my booking was in feb and my follow up calls in March. they are lying!
*** published that they would happily refund me but had to go through Expedia.
cancel my flight and give me back my money.
Sincerely
Expedia.com Response
• Mar 29, 2020
March 29, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/or resolution offered.
Upon reviewing this matter, we show *** and *** has put their travel advisory into effect. The airlines recognize this event is changing often, so they are continuously updating their waiver policies. *** effective for travel dates between March 1, 2020 – March 31, 2020, the change fee waiver applies. Change must be made prior to trip departure and occur within ticket validity date. *** Airlines any ticket booked for travel in March or April 2020, or booking in March 2020, qualifies for waived change fees. Please note, if your new flight is more expensive, the fare difference will apply to both airlines.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped, we have to abide by the airlines. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence TeamTell us why here...
My name is ***. My coworkers and I booked a bundle deal on Expedia to travel to Panama on March 14 – March 22. The itinerary # is ***. I am one of the three travelers and due to recently getting ill, I am unable to take this flight. We work together in *** and have gotten sick. I will gladly provide the airline with a doctor's note saying we can not travel due to the possible risk of infecting others. I have attempted to call Expedia on numerous occasions and the automated machine hangs up on the call this flight. I am asking for a full refund since we can not take this trip due to illness and Expedia is non responsive
March 27, 2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. B ***, Revdex.com case number *** regarding getting a full refund. We understand that Ms. is seeking a full refund for to Covid19. Our records indicate on February 5, 2020, Ms. *** or an authorized user of the account self-booked three round trip flights departing March 14, 2020 from New York, NY to Panama City, Panama and returning on March 22, 2020; along with an eight night hotel reservation at *** Panama, via ***.
We can confirm on March 5, 2020, the customer called to cancel due to Corona Virus. She advised that she is the supervisor of a hospital and works with patients with the illness. Our representative called the airline and they advised a $200.00 fee is valid before February 4, 2021.
On March 10, 2020, the customer called to cancel the reservation due to COVID-19. Our representative reviewed the airline policy and they did not have a Covid19 policy in place. A call was made to the hotel but they were not available. The customer contacted our CHAT Team and they advised per the fare rules of the flight the flight is eligible for a credit.
On March 11, 2020, the customer contacted our CHAT Team regarding cancelling the hotel reservation. Our representative called the hotel and they authorized fully refunding the hotel reservation. Our representative issued a full refund for $1,408.40 to the original card that was charged.
On March 12, 2020, the customer called requesting to cancel the reservation because one of the passengers has the coronavirus. Our representative advised COPA ticket is non-refundable and there is a $150 change fee per person plus any increase in fare.
After further review on March 27, 2020, Expedia reviewed the fare rules for the COPA airline tickets and they do not have a Covid19 policy for the travel destinations on the customer’s itinerary. COPA rule state the ticket can be changed with a $150 change fee plus any difference in fare. COPA website advises that they have temporarily shut down operations effective March 22, 2020 through April 21, 2020. Expedia can exchange the tickets based on COPA fare rules, $150 change plus any difference in fare. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the airline in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor a refund for the COPA flights. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because Expedia is being dishonest. I saved the chats with the Expedia representative who had me on hold and spoke with a Copa Representative who advised to submit the medical documentation via email to receive a full refund. Please see the attached documents as proof this is what the Expedia representative told me via the chat.
Sincerely
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding a refund for the COPA flights.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. As of April 3, 2020 Expedia called COPA and they advised the passenger can reissue their tickets until December 31, 2021. Their waiver can only be used once. The new flights must be completed before December 31, 2021. The travelers cannot stay at a destination more than 21 days. They must have the same fare class, if it is not available the customer must pay any difference in cost. If the fare is available there will not be any additional charge. If the customer cancelling based on medical they must submit a medical doctor’s note and we will forward to COPA. COPA will make their decision based on the medical documentation they are provided and advise Expedia accordingly.
Expedia has emailed the customer under separate cover asking for the medical note. Upon receiving the doctors note it we will forward to COPA and await their response.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
*** ATTACHMENT REDACTED BY Revdex.com
This complaint is related to Expedia Itinerary number ***
I purchased a ticket to fly (on ***) to Seoul Korea and then to Thailand on Thursday March 26th. The flight was initially set to leave at 12:50am and now is set to leave at 1:00pm. Also the return flight was initially set for Saturday April 4 at 11:15pm from Chiang Mai back to New York and now the return flight is set to return at 10:00am - a loss of 12 hours of vacation time. Overall the change in flight time has led to a loss of over >24 hours. Most recently *** has suspended flights to Seoul, Korea. I have emailed and spoken to Expedia and have yet to receive a refund.
March 26, 2020Revdex.com Alaska,
Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding his flight reservation.Our records indicate that a refund of
his ticket was initiated through the ***line’s system on March 7, 2020. We ask
that he allows up to 30 days for the refund to be received from the merchant of
record, *** Lines.We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased airline tickets from Korea to Guam. But due to coronavirus and being military, I have to cancel my flights. I am unable to contact someone who can actually help me. I have called four times and keep getting transferred in circles for hours.
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers.
We have already responded to this case previously as below:We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.Upon review, we found the customer has already cancelled the reservation by contacting our customer service team with applicable cancellation fee of KRW 60000 per passenger. Customer was advised that the refund should be credited within 8-12 weeks in to the original form of payment. We have also informed the customer about this cancellation via email and trust that this matter is now resolved. Regards,Arun ***Priority Customer Escalations AgentExpedia.co.kr
Complaint: ***
I am rejecting this response because: the issue was not resolved. I was charged double the fees as shown in the attached. They did email me and asked to reply, which I did and got ZERO response. How can they consider this matter settled?
Sincerely
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.kr regarding an issue from one of our customers for itinerary ***.
We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.co.kr is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. We are responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the flight cancellation request due to Covid-19.
Upon review, we found that there was a discrepancy in the refund amount for which we apologise. Please know that we've refunded remaining KRW 180000 (148.79 USD) to the original form of payment and it will reflect in next 30 working days.
We have also informed the customer about this refund via email and trust that this matter is now resolved.
Regards,Tushar ***Priority Customer Escalations AgentExpedia.co.kr
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although I do not find this resolution satisfactory, I feel that this is going to be the best that company does in response to my concern. I don't think continuing my argument with them is going to completely resolve the issue.
Sincerely,
***
*** ATTACHMENTS REDACTED BY Revdex.com
On Sept 6th of last year, My wife and I booked a 7 night stay at a hotel in *** through Expedia. Two days later we needed to change the reservation dates by one day. I contacted Expedia and explained the situation. They said they would contact the hotel and get back to me. On the 10th of September, I received this email:
=========================
Dear ***,
We received an email from ***. They approved to change the date of the reservation without any penalty charge.
If you wish to continue to change the date of your reservation. Please reply to this email.
Thank you for choosing Expedia.
John P Expedia Customer Service Team
========================================
I replied as instructed and gave the matter no more thought until our vacation got closer. I checked and found the changes had NOT BEEN MADE. I called customer support and was told it would now cost an additional $1000.00 dollars to change the reservation date by one day. I contacted them again asking that they help me book and additional day which I was prepared to pay for. This is the email I got from Expedia
=========================================
Dear ***,
This email is regarding your request to add an additional night for your hotel reservation at the ***. We have presented your case directly with the hotel and we are sorry to inform you that despite our best efforts to advocate your request, the hotel stands firm with their reservation policies and had unfortunately denied your request.
As much as we would like to help you, we do not have the authority to supersede or override the decision of the hotel. Expedia follows the rules and restraints of the vendors whose services we sell. We only act as an agent for their product and we are unable to override the hotel's decision. We hope you will give us an opportunity to assist you with your travel plans again soon.
Your understanding on this matter is highly appreciated.
Carlos
Expedia Customer Service Team
===============================================
Here is my response:
I find that most interesting, especially considering I just got off the phone with the hotel and they have agreed to add an additional night. It is becoming quite apparent that Expedia does not have any interest in customer service, even when it was the actions of Expedia that caused the issue in the first place. I am going to do all I can to broadcast my shoddy treatment by your firm to all the social media formats and forums.
The upshot of this is I would warn anyone considering Expedia to give it a long second thought. If my experience is any benchmark of their customer service, you may want to consider other options for your travel plans
A flight was booked from Tijuana to Mexico City then to El Salvador. When in Mexico City waiting to board the flight to El Salvador, my passport was knocked off a table by another traveler, in my passport was my ticket and immigration paper. When this happened, my immigration paper was lost, I did not realize this until we went to board the flight to El Salvador, we were not allowed to board because that immigration paper was gone. We missed the flight and had to go obtain new immigration, plus a fee. We contacted Expedia to hopefully get a new flight to El Salvador, Expedia would not help in any way, no refund or credit and no new flight. The airline directly wanted $1000 for a new flight. We spent 10 hrs at the Mexico City airport trying to figure out what to do. We had no choice but to book a complete new flight at our expense of $700, plus pay for a hotel for the night. Our original cost with Expedia was around $630, so we paid double for this trip. Our baggage was also damaged, a new unused surfboard was largely dented in more that one place. I am also seeking either replacement of the surfboard or repair costs to be met.
We lost one whole day of our trip, which the hotel did not forgive. All I asked of Expedia was to get us another flight, but after zero help I am now seeking a refund and the board cost because we paid $1330 for flights when it should be just the original amount of $640. We are USA citizens and being stuck in Mexico City was a very cumbersome experience that we would never want anyone to go through. I greatly appreciate help on getting this resolved.
March 24, 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 refund for new flights that were booked after immigration paperwork was lost and requesting $400 refund for damage surfboard.Our records indicate on January 18, 2020, Mr. *** or an authorized user of the account self-booked two round trip flights on *** departing March 8, 2020 from Tijuana, Baja, USA to San Salvador, El Salvador and returning on March 14, 2020 via ***.
We can confirm on February 10, 2020, the customer communicated with our Social Media Team and inquired about cancelling flights.
On March 8, 2020, the customer called in and advised that he wanted to cancel and wanted to know if they could receive a credit for the flights. Our representative noted that the customer was able to take the outbound flight and were stuck in Mexico because of lost immigration papers.
After further review on March 24, 2020, Expedia was able to review the details of the reservation, the confirmation and ***’s record and fare rules. *** shows the departure flight was flown but they marked the tickets as not traveled from Mexico City, Distrito Federal, Mexico to San Salvador, El Salvador. ***’s fare rule state the ticket is non-refundable in case of cancel and since the second segment was not flown the ticket has no remaining value. Since *** marked the tickets as open (unflown) on the second segment, the only option was to purchase new tickets at the current cost. With regard to any lost or damaged baggage, *** would need to be contacted. For your convenience we have included a link for *** Customer Service form (https://www.***.com/en-us/contact-us).
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 Mr. 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.
Based on the information provided above, Expedia is unable to honor Ms.’s request for a refund. 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 been trying to cancel a flight for days and between three calls I have been on hold for 2 1/2 hours. The links to solve this problem do not work on the website and says that says there was a glitch, this has been going on for days. They do not offer any other way to contact them to solve problems.
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 Mr. ***, Revdex.com case number *** regarding cancelling his ticket. We understand that Mr. is requesting to be charged the cancellation fee and receive a refund of the remaining amount.
Our records indicate on January 1, 2020, Mr. or an authorized user of the account self-booked one round trip flight on *** Airlines departing March 17, 2020 from Rochester, NY to St. Louis, MO and returning on March 21, 2020; via ***
After further review on March 23, 2020, there is no documentation on the account or notes of Mr. calling in and asking to cancel or reschedule his flights. Expedia was able to review the details of the reservation, the confirmation itinerary and the airline record. The airline record shows the flights were cancelled on March 14, 2020.
Unfortunately there is no documentation on the Expedia account in regard to the flight reservation being cancelled. *** Airlines policy states the ticket is non-refundable and changes are not permitted. The *** Airline Covid-19 policy states that they are offering to change the date of travel on tickets with dates of travel from March 17, 2020 through March 30, 2020. New tickets must be reissued on or before December 31, 2020 and the applicable price will apply along with the current *** Airline rule. *** Airline is not offering to refund the non-refundable, non-changeable ticket. Mr. may contact our Customer Service Department at 877-227-7481 for any inquiry he may have about his flight schedule.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
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. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.
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
Last December I booked two roundtrip tickets to Cancun from Louisville (connecting through Houston) through Expedia.com for a total of $1,467.62, for my upcoming wedding. After accepting a job in Austin, I called Expedia and asked to change the connecting flights from Louisville to Austin. I said that I did not want to change the flights from Houston to Cancun, I only needed to change the connecting flights, and I was told I would receive an email confirming this change after agreeing to the change fee.
I never got confirmation and when I checked the Expedia website, I found that the primary flights to and from Cancun had disappeared. I called Expedia again to find out what happened, and I was eventually told the previous representative mistakenly cancelled the flights back and forth from Houston to Cancun, and now the original seats from Houston to Cancun that I had reserved were no longer available. I was then put on hold and the call disconnected.
No longer trusting Expedia, I found and booked my own replacement flights from Austin to Cancun, connecting through Houston, and called Expedia back for a refund of the original booking, since they accidentally canceled the flights to Cancun. I was first told I would have to wait 42-78 hours for the air credit team to process the refund, but then a few days later they told me they have denied my refund request. Now my itinerary on the Expedia website only shows the changed connecting flights, back and forth from Austin to Houston, during the time I'm supposed to be in Cancun getting married, for the original price that I paid of $1,467.62.
March 26, 2020
Revdex.com Alaska, 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 Mr. ***, Revdex.com case number *** regarding a refund. We understand that Mr. is requesting a full refund since his itinerary was changed and he purchased all new flights.Our records indicate on December 24, 2020, Mr. or an authorized user of the account self-booked two round trip flights on *** departing June 9, 2020 from Louisville, KY to Cancun, Quintana Roo, Mexico and returning on June 16, 2020 via ***.
We can confirm on January 26, 2020, Expedia emailed the customer advising *** Airline had made a schedule change to your upcoming trip, and your original flight option is no longer available. The customer was given options and asked to choose and reply. The customer called in about the airline schedule change. He requested to fly in business class. Our representative called the airline for assistance and was offered business class of service on *** June 16, 2020 *** connecting with *** flight 3467 June 16, 2020 ***. The customer was okay with the change, the airline added the flight and revalidated the tickets.
On March 2, 2020, the customer called to change his connection cities due to a change of plans. Our representative changed the departure to Austin, TX arriving into Houston, TX on June 6, 2020 and returning from Houston, TX to Austin on June 16, 2020.
On March 6, 2020, the customer called in to do a follow up and was asking for a refund since he wanted to cancel his trip. He advised that he has already booked another reservation. The call was disconnected while our representative was speaking with a Supervisor. The customer called back and advised the flights were changed and it was never agreed to. When the flights were changed, they were changed to depart Austin, TX to Houston, TX and return. The Houston, TX to Cancun segments were removed. The customer would like a refund, advises his flights were changed and never agreed to. Our representative had the call pulled and our representative recapped the changes, Mr. agreed to the changes of itinerary for $200 per ticket along with being notified that he had a remaining credit of $258.00 per person. Based on the call recording the refund was denied since Mr. agreed to the recap of the itinerary. Expedia emailed Mr. and advised that we listened to call and determine that the changes were made correctly based on the request and that the refund request has been denied.
After further review on March 25, 2020, Expedia was able to review the details of the reservation, the confirmation itinerary, ***’s fare rules and the call recording of the requested change. We were also able to verify that our representative confirmed the changes departing from Austin TX, to Houston, TX on June 9, 2020 at *** arriving at *** and returning on June 16, 2020 from Houston, TX to Austin, TX at *** and arriving at ***. Mr. agreed to the changes our representative advised there was a $268.00 credit available for future use per person and that the original itinerary number remained valid for use on the changes.
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 Mr. 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.
Based on the information provided above, Expedia is unable to honor Mr.’s request for a refund. Mr. may contact our Customer Service Department at 877-227-7481 whenever he is ready to complete an exchange with the remaining $258.00 per ticket credit.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
Complaint: ***
I am rejecting this response because:
I never asked for any changes to The Houston, TX to
Cancun segments when I called on March 2, 2020 to change the connection cities. What actually happened was that I checked the website after this call and found The Houston, TX to Cancun segments had disappeared so I then called on March 4, 2020 to find out what happened; I was told they had been canceled and my
original seats were no longer available; and I was hung up on. This is when I
booked my own replacement flights.
I was never told by the Expedia representative calling herself Catherine that she was canceling the Houston, TX to Cancun segments; I never agreed to this, this was never confirmed with me, and this should be evident from the original call recording. I would like to request an audio file copy of this original call recording from March 2nd 2020.
I would also like a full refund of the original amount since Expedia is responsible for incorrectly canceling the Houston, TX to Cancun segments, which I did not ask for. On several of the following calls on March 4, 2020, a representative named Prafful and then someone identifying themselves as a supervisor named Arthur confirmed that they understood the Houston, TX to Cancun segments were incorrectly canceled and I would be issued a refund. This should also be evident from those respective call recordings; therefore I would like to request a copy of those audio files as well.
Sincerely
April 3, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding he request for a refund of the original amount of $1,467.62 and the call recording.After further review of your complaint we can determine that no new information has been provided, thus, Expedia continues to stand by its original reply. As stated in our original response, our review of the call recording verified acceptance of the changes. In order to obtain a copy of our call recording we must receive a subpoena.
Again, 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: it is ridiculous that Expedia would allege that the call recording verifies acceptance of the changes they made but refuse to provide the call recording. It's obvious they aren't willing to provide the recording because the recording would obviously show and prove that I did not agree to these changes they have made.
It's furthermore unconscionable that Expedia would refuse to refund the cost of these flights that they've canceled and I can no longer take, and refuse to provide the recordings unless I take legal action. This is insanely obvious that Expedia is exploiting their position as a large company with legal resources to force me, the consumer, to back down unless I pay out of pocket for my own legal remedies.
In order to take advantage of me, the consumer they exist ostensibly to serve, and cheat me out of the large fees they've charged me for international round trip business class airfare that they've canceled.
Sincerely
I booked a direct flight to Saint Martin from Philadelphia airport from 4/10/20 to 4/17/20 to stay at an all inclusive resort. I always purchase flight cancellation insurance, and this time was no exception. On 9/22/19 they notified me that my flight was changed to a layover and "it is important that we confirm your acceptance of this change as soon as possible". I called Expedia and was told that there were no other flights available unless I wanted to pay an extra $1000.00 to go on the next day. That was not in my budget, so I declined. So, I did as instructed and clicked the confirm button.
Then on December 22 they emailed me and changed my flight AGAIN. I called Expedia again, and they assured me that there were no alternatives and I had to accept their decision-returning after midnight.
Then I found out that my destination was only 20% complete, so I called Expedia and asked them to change us to a built resort, they did. At that time, they informed me that my cancellation insurance was in full force and effect since I changed my resort well in advance, they said that I did not use my one-time trip cancellation insurance.
Now the coronavirus is here. I called and asked Expedia to cancel my trip entirely. After waiting for an hour on the phone with both the representative and the manager, I was told there was a $200. change fee but I could not cancel. I agreed to pay the fee if they could not cancel, but I want to change to a direct flight (2 days later with another airline) At least going direct, as I originally set up would minimize the amount of time that I had to hang around an airport and wait with other people. While I was waiting, I confirmed that the hotel did have availability and the other airline had seats. Expedia then said they could not cancel/change the flight because I had already changed it when I clicked the button to accept. I explained that I DID NOT change it, the AIRLINE changed it-TWICE!! Expedia would not help.
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 getting her tickets reissued for the airline schedule change. We understand that Ms. is seeking to either receive a full refund or get her tickets exchanged to a different airline that will fly direct.
Our records indicate on July 18, 2019, Ms. or an authorized user of the account self-booked two flights departing April 10, 2020 from Philadelphia, PA to Philipsburg, Sint Maarten and returning on April 17, 2020; along with a seven night hotel reservation at *** Waiver, via ***.
We can confirm on September 25, 2019, Expedia emailed the customer and advised that email *** Airline has made a change to the flight schedule. Expedia gave the options available and asked that a choice be made on the options given.
On September 26, 2019, the customer called due to unacceptable airline schedule change. She wanted a nonstop flight. Our representative was able to verify all the flights on April 10, 2019 have connections. Our representative offered to cancel and rebook the and she declined and accepted the changes. Our representative made the changes in the system to the customer tickets without any charges.
On March 7, 2020, the customer called in advising she wanted to change her flights. Our representative advised that the flights had been previously changed based on her acceptance of the original schedule change and tickets had been issued. Our representative advised if changed it would be a voluntary exchange and the change fee and fare difference apply.
After further review on March 23, 2020, I was able to review the details of the reservation, the confirmation itinerary and the airline record. The airline record shows the airline schedule change was accepted by the customer on September 26, 2019, Expedia exchanged the tickets at no charge and reissued the tickets. Ms. may contact our Customer Service Department at *** for any inquiry she may have about her flight schedule.
In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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. *** 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. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
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
Complaint: ***
I am rejecting this response because: the message from Expedia required an acceptance of the airlines dictate or a change to a day later which would cost an extra $1000 for the date change at the motel. The only other alternative was to cancel the trip totally and rebook for yet more money since the prices had gone up since the time that I booked. I was given the choice of accepting the different flight, being cancelled or paying a significant amount of money more than the roughly $4400 that I already paid. This is a bait and switch. Then if I rebooked I would have to pay the higher rate AND purchase more cancellation insurance. I don’t believe that my cancellation insurance is used up because I DID NOT do the cancelling. This is a scam.
At this point I just want to cancel the whole trip.
Sincerely
This is in reference to my pitiful stay with The *** and the ignorance and rude coustomer service ive recieved both from The *** and with Expedia.
Itinerary #***
My fiance and I had booked an "all inclusive" resort in the Bahamas for my birthday. The "all inclusive" resort that we had stayed in was called the ***. From the time we checked in until the time we left I was left unsatisfied. The staff were rude, the room was sub par to say the least, the ceilings were cracked, they were water stained, the doors were warped and the hot water was down for more than 1 full day. The reason I've put "all inclusive" into quotations is because from the time that we checked in we were unable to get a reservation towards either of the 2 "inclusive" restaurants so we had to go elsewhere.
These are just my complaints about the resort itself. My problems were all addressed and brushed off with Expedia. I guess between the resort who will never see us again in the Bahamas and Expedia they can just point fighers back and forth and play the blame game. I have tried and tried but just get the usual call center representative who was unconcerned with my issues. I had been disconnected from and brushed off a dozen times. I have submit pictures that I took in our sub par room of the damaged sheets, warped doors, water damage, etc. Then after weeks of calling when myself or my fiance had free time to waste with trying to contact Expedia I was finally offered a $200 coupon towards my $1600 vacation and when I said I really wasn't satisfied with that coupon the supervisor I was talking to told me hed be happy to pass me to his manager but if he did then I would not be offered that $200 coupon again. So I was forced to accept whatever I could get.
March 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for a refund. We understand that Ms. is seeking a refund in the amount of $1500.00.
Our records indicate on December 30, 2019, Ms. or an authorized user of the Expedia account booked two round trip flights on ***, departing on January 27, 2020 from Fort Lauderdale, FL to Nassau, Bahamas and returning on January 30, 2020; along with a three night hotel reservation at ***- All Inclusive- Adults Only, via ***.
We can confirm on February 17, 2020, the customer called in and advised of their experience. They tried to make a reservation at the restaurant but they were unable because it was completely full, there was water damage in the room, no hot water for an entire day and he was requesting compensation. Our representative called the hotel and they advised that they need to be provided any documentation as proof so that they may investigate the case. Expedia received an email from Ms. with a photograph of the shower.
On March 5, 2020 and February 9, 2020, the customer called in to request compensation due to the inconvenience he experienced at the hotel. The customer advised that he already sent an email to Expedia on February 18, 2020. Our representative called the hotel and they denied refunding the reservation stating the guest stayed. Our representative offered a $25 coupon and the customer denied and asked for a manger. The call was taken over and the customer was offered a coupon for $112.00.
After further review on March 19, 2020, Expedia has reviewed the notes and emails on the account, the documentation of the hotel declining to authorize Expedia to issue a refund for the customer complaints. Expedia was unable to verify a voucher of $200 was applied or offered to the customer. Expedia verified a $150.00 coupon had been applied to the Expedia account for the inconvenience experienced. As a courtesy the $150.00 coupon has been deactivated and $200 coupon has been placed on the account for the inconveniences experienced.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above we are not able to honor your 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
I purchased an airline ticket through Expedia.com for a trip to Italy. The airline ticket was round-trip, leaving Toronto on June 20, 2020 and arriving in Rome, Italy and then departing Rome, Italy on June 30, 2020. This was a trip that I was going on with my parents. They were departing for Italy on an earlier date and I would meet up with them in Rome when I arrived. However, with the outbreak of the Coronavirus, my parents and I do not feel safe traveling to Italy, where part of the country is shut down. My mom is a cancer survivor and has a weakened immune system so she is susceptible to these illnesses. I tried to resolve this issue directly with Expedia but they said there is a no refund policy in place for my ticket and I can't change the travel dates either since there is no waiver for Rome, Italy (not sure what that means). I understand that under normal circumstances, there is a no refund policy in place but I think with the spread of this illness, this is an extenuating circumstance.
March 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** , Revdex.com case number *** regarding is flight. We understand that Mr. would like a refund of the plane ticket cost or a voucher to use the tickets at a different date.
Our records indicate on September 30, 2019, Mr. or an authorized user of the Expedia account booked one round trip flight on *** departing on June 20, 2020 from Toronto, ON, Canada to Rome, Italy and returning on June 30, 2020, via ***.
As of March 19, 2020, there have not been any calls in or notes on the account. Expedia has been able to verify the airline record is valid and the ticket status is open. Exped was also able to verify the policy for *** in regard to the Coronavirus (COVID-19). ***’s policy covers departure dates up to April 30, 2020. Based on ***’s current policy for COVID-19, it is not applicable to travel dates outside of April 30, 2020. The current rule of the fare states the ticket is nonrefundable and changes are not permitted.
Mr. may contact the Expedia Customer Service Department at 877-227-7481 to verify if *** has updated their policy. He may also review *** website (***) for their updated information related to the corona outbreak.
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. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking Mr. 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 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
I will never ever book a flight through Expedia again.
I got on Expedia chat to cancel a flight reservation (our plans were changed due to the Coronavirus) and waited 28 minutes to get to an agent. Due to all the issues with the Coronavirus right now I expected this so it was not a big deal at all. I totally expected it and no one is to blame for this. I was told I would have to contact the airline directly to cancel my flight. This is always frustrating to me as I booked through Expedia not the airline. I see no purpose in booking through them if they can't resolve my issues. So, I contacted Delta and waited 50 minutes for a representative (again, wait time was expected). That representative looked up my flight and said that it was eligible for a refund, but I would have to contact Expedia and said that a waiver had been sent to Expedia in order for me to get the refund. So, I called Expedia again and was only hold 40 minutes waiting on a representative. I was then told that my flight was not eligible. I explained that Delta had looked up my flight based on my itinerary number and told me it was. He again stated it was not. I again told him what Delta had JUST told me. He said he had to call Delta to confirm. So, I am now on hold with Expedia and Delta to resolve this. It is currently almost 2:00 AM. I have been working on cancelling this flight for over 2.5 hours. I will never, ever use Expedia for a flight ever again. This is the work customer service experience I have ever had!!!
We booked flights for *** Airways through Expedia. Due to the Covid-19 issues, *** Airways established a policy that states: "Passengers travelling with *** Airways up to 30 June 2020 can now change their travel plans free of charge by altering their booking dates or opting to receive a travel voucher up to three days prior to departure." I have called Expedia several times and keep receiving a run-around from them when trying to receive said voucher.
March 18, 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 Mr. *** (Revdex.com case number ***) regarding his request for travel vouchers for his cancelled flights.
Our records indicate on December 10, 2019, Mr. or an authorized user of the Expedia account booked two multiple destination flights on *** Airways departing on April 10, 2020 from St. George's, Bermuda to Hanoi, Vietnam, returning on April 25, 2020 from Singapore, Singapore to St. George's, Bermuda, via ***. A confirmation email was emailed to the email address on file, it has been opened 12 times.
We can confirm on February 23, 2020, the customer called in and requested to cancel the reservation due to the corona virus. Our representative was unable to check the airline policy. Our representative advised that there was a change fee. Mr. decided to leave the reservation as is and no changes were made.
On March 8, 2020, the customer called in wanting to know if there will be a charge for a change of flight. Our representative was not able to retrieve the airline policy. The call was escalated to a supervisor. The supervisor verified the reservation was booked by the customer on December 11, 2019. There is no airline policy for *** Airways for cancellation due to Covid-19, as per fare rules the tickets are partially refundable with a $375.00 cancellation fee. The customer insisted that *** Airways website specified that he was eligible to keep a future travel credit and that *** Airways will waive the penalties. Our representative called *** Airways and was advised that we can save as a future travel credit. The customer must call before December 11, 2020 to use it and can travel up to six months afterward. Our representative advised Mr. and executed the cancel along with emailing Mr. the details of the future travel credit.
After further review on March 18, 2020, I verified the details of the notes listed on the account. I was also able to verify the flights have been cancelled and an email was sent to Mr. on March 8, 2020. The email advised the details of *** Airways future travel credit (see attached). Additionally, at the time of booking Mr. 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.While we regret your experience was not as we would have hoped, based on the information provided above, *** Airways has allowed Mr. a future travel credit. Mr. may contact our Customer Service Department at 877-227-7481 for assistance. In completing the exchange process, *** Airways requires that we are contacted prior to December 11, 2020 to complete the exchange and that your travel is within six months of the exchange being completed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia keeps throwing in my face the terms & conditions that I agreed to and that they are bound by the refund/change policies of the airlines. Expedia has repeatedly stated their representatives were unable to check or retrieve the airline policy. However it was clearly stated on the airline's website. My repeated attempts to explain this to the Expedia representatives were met with the same stonewalling. If I am able to simply retrieve the airline's policy from their website, how is Expedia not able to do so if they have an actual relationship with the airline? Expedia has made it as difficult as possible for me cancel the flight without penalty, which I was in my rights to do. Furthermore, I do have the email from Kevin at Expedia noting the cancel of the flight and the future travel credit. However, I still see this flight in "booked" status when I retrieve the itinerary on the Expedia website. This does not give me comfort of anything that I've got an email stating a credit but the flight is still showing as booked. How do I know Expedia will honor this? Is the ticket still booked with *** Airways? Lastly, in the response from Expedia they note the confirmation email "has been opened 12 times." How do you know this?
Sincerely
March 30, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *** Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding receiving a flight voucher for his cancelled flights.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. We have communicated with *** and they have advised that Vietnam is not allowing anyone into their country without a Vietnam passport. As Mr. and I have discussed under separate cover, he possesses a U.S. passport. Based on Mr. being a U.S. passport holder I have submitted the refund request via the airline system. Mr. is aware that *** is the merchant of record and will be issuing the refund to the original card charge with 30 business days. Mr., *** has also been advised that Expedia does not get any information from the airline when they process a refund. He will need to keep an eye on his account.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team
We were never notified that our reservation was cancelled (February 13th, 2020). We found out that the property was no longer available on the very day we were to arrive, and the only reason we even learned about the cancellation is because we called Expedia for the complete home address to put into our GPS as we were getting into the car. We were on the phone for an hour only to learn the property was no longer available - no one in the organization ever bothered to contact us in advance. They failed to stand by what they state on the reservation confirmation “your reservation is confirmed, no need to re-confirm”. Our well planned trip turned into complete chaos - and was very stressful and more expensive. Their resolution to our plight was unacceptable. I have spent countless hours going back and forth with Expedia (Many different people) and they just dismiss me and are no longer responding. I begged to have my claim escalated to upper management but it's like a black hole. They respond by saying your claim will be reviewed within 24 hours. I would like to send all correspondence but this form does not allow for attachments. I feel all of my correspondence would help to move my claim along.
March 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for a refund. We understand that Ms. is seeking a refund in the amount of $2,658.20.
Our records indicate on January 26, 2020, Ms. or an authorized user of the Expedia account booked a three night house reservation, checking in on February 13, 2020 and checking out on February 16, 2020, via ***.
We can confirm on February 13, 2020, the customer called in and was transferred to the Reservation Services Department for a relocation. Our Relocation Department emailed Ms. advising, “since they could not find any availability in this location and the only property that has availability is in *** and they advised that they were allowing you to book the new reservation using that site. It was advised that that it would be our responsibility to cover the price difference (1,337.86 USD) by crediting it back to your original form of payment after sending us the receipt of the said alternative property. We will also be refunding to you your original reservation since it was not honored by the original hotel”.
On February 21, 2020, the customer called in to advised about the missing reservation. The customer advised she didn't use the hotel that she was relocated to. She advised that she received an email from Expedia that stated she would be getting a refund. Ms. request a new reservation; the call was escalated. Ms. asked for reimbursement of $2600,00 Upon checking our representative verified the cost of the reservation was $728.14, Ms. asked for a manager. Ms. emailed the representative a copy of the Relocation Department email that advised they were going to refund the difference.
From February 21, 2020 through February 24, 2020 – there were numerous emails between Ms. and Expedia. Ms. emailed Expedia asking for reimbursement. Expedia replied back with the following, “I apologize for the inconvenience of the original reservation that you had booked not being available for you. Our reservation services department worked with you on finding another accommodation for you and your family. I reached out to the reservation department and they advised that you mentioned another *** property that you were interested in for $2066.00usd in which Expedia was not associated with and so they offered *** by ***-*** in which they stated you denied. However, they offered you to book the *** property that you were interested in, by you paying for the cost of your stay and sending in a receipt to us that it was paid and we would refund you the difference of what you already paid on the original reservation. We offered to cover the difference of the new accommodation since the original reservation you were promised was not available. In your email you mentioned that you did not stay at an ***, so I reached out to *** and was notified that you had a two-bedroom suite from 14feb20-16feb20 for $502.20usd. Again, I apologize that your trip did not go as you had planned but our reservation department tried their very best to provide a resolution to you at no further cost. At this time, if you stayed at the *** and have a receipt, please send an email with it attached to [email protected] for a refund of the difference. Otherwise since *** verified you stayed at their hotel and the amount, they charged of $502.20usd is less than the amount you original paid, if you would give us a call at ***, we will provide a refund of the difference in the amount of $225.94usd to your original form of payment. On top of that as a one-time courtesy I have also issued a $200usd goodwill coupon to your account towards a hotel reservation in the future for all of your trouble. The coupon will be good for 1 year and can be used towards any standalone pay now hotel reservations or a flight + hotel package, but the coupon will only be applied to the hotel portion. The coupon cannot be redeemed for cash and if the purchase amount is less than the coupon amount, no credit will be issued for the difference. Only one coupon can be applied per qualifying itinerary. It c***ot be combined with other coupons, promotions, and special offers. Once a coupon has been redeemed on a booking it cannot be reissued.” Expedia emailed Ms. advising that we have issued a refund for $718.14 to card ending ***.
After further review on March 19, 2020 – Expedia has offered to cover the out of pocket expense but requires an email be sent with proof of a charge/expense. Expedia has issued a $718.14 on February 24, 2020 for the cost of the original reservation; along with placing a $200 coupon onto your Expedia account. The refund of $225.94 that was offered in the email communication has been issued to the original form of payment. The refund will appear in three to seven business days. A refund receipt has also been emailed to the email address on file.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
Additionally, at the time of booking Ms. accepted Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret your experience was not as we would have hoped, based on the information provided above, we are unable to provide any further refund amount without proof of charge. 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
I was given a 50 dollar coupon to be used toward hotel in 2019 for a horrible fiasco that Expedia had me go through with a previous reservation. I had until 2/29/20 to use this coupon. I tried many times in February to use the coupon on my March travel but it would not work. I attempted to use chat online but it wasd down. I called Expedia and because of coronavirus their message instructed to call back in 10 days. I also tried to hold to get an agent to book my reservation and held well over an hour and the call was disconnected. I also attempted to have the system call me back when it's my turn and the system would say that I should expect a call back in 25 to 45 min sometimes over 60 min but I would never get a call back. This went on for 2 weeks and my coupon expired. Today I finally got through to Expedia. It took from 12:36pm to now 2:06pm and I was told that they would reissue the coupon due to the circumstances I went through but not this time because they are having to issue so many coupons now due to coronavirus, so their system won't last them because it's not a coronavirus concern. This is crazy. It's not my fault there is a coronavirus or that their system wasn't working or that their phone lines were busy and didn't return calls which didn't let me use my coupon. It's also not my fault they are having to issue refunds and coupons for all the inconveniences folks during these hard times. The matter of fact is that I was given a coupon for horrible service, it wasn't working because of an Expedia glitch, I had no way to reach an Expedia employee because the system wasn't calling people back and I should not have to forgo 50 dollars which is a big deal for our veteran family on a single income with 2 kids because Expedia was having technical difficulties.
March 18, 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 to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her request to have the Expedia $50 coupon reissued.
Our records indicate on January 11, 2019, a $50 coupon was placed on the Expedia account for the issues that were experienced with a rental car reservation.
After further review on March 18, 2020, I was not able to see any calls or inquiries on the account in regard to the $50 voucher. I reviewed or back office system and was not able to verify any attempt to book a reservation prior to the coupon expiring on February 29, 2020. Unfortunately, our computer system will not allow any other coupons to be added to your account. As a one-time courtesy we have applied a $50 refund to *** ending ***. The refund will be applied to the card in three to seven business days. Please know that this refund is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you so very much
Sincerely
My Expedia rewards account has limited transactions posted since end of sept 2019 and those are either in error of fraud. I have tried to reach out to Expedia few times over chat and phone to
A) trying to get few years of Expedia rewards activities
B) figure nature of points withdrawals and have them credited back
However, so far unsuccessfully
March 17, 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 Mr. *** (Revdex.com case number ***) regarding his request to go over a few years of withdrawals of his loyalty points.Our records indicate as of March 17, 2020, Mr. ***’s Expedia account does not have any current or upcoming reservations. The Expedia account has had a deduction of loyalty points by ***. *** deducted the following amounts on September 23, 2019, -493, -1900 and -20. On September 21, 2019 *** added the following two adjusted amounts 10 and 86. Expedia deducted an award amount of 56 points in December 2019.
After further review, Expedia has adjusted the 56 points back into Mr.’s Expedia account that were deducted in December 2019. Mr. will need to contact *** regarding the points that they deducted and adjusted on his account in September of 2019.
Expedia Rewards suggest that our Rewards customer contact us with the itinerary number from their booking within 6 months of the last day of their stay. We’ll look into it and credit your account with any missing points.
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
On 10.6.19 I purchased 2 round trip airline tickets to Tokyo Japan through *** Travel Expedia. The purpose of this trip was to attend the Tokyo *** to be held March 1, 2020. On February 17, 2019 Tokyo *** announced that the *** was cancelled due to the coronavirus. I called *** Travel to cancel our flights and was informed that there was no refund available to these tickets and my only alternative was to submit a claim with ***, who I had purchased travel insurance through. My claim to *** travel was denied saying my coverage did not include non travel due to coronavirus outbreak. I called *** Travel back and they referred me to *** Airlines. I called *** Airlines and they instructed me that all requests for refunds need to be done through the travel agency. The travel agency must contact *** Airlines on your behalf to get refund authorization. *** Travel refuses to do this. I would not be filing a Revdex.com claim except I am getting no response back from inquires from *** Travel, *** Airlines or *** Insurance.
March 17, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Powered by Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** Powered by 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.
*** Powered by Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for refund of flights and insurance. We understand that Ms. is seeking a full refund in the amount of $9,217,90.
Our records indicate on October 6, 2019, Ms. or an authorized user of the *** Powered by Expedia account booked two round trip tickets departing on February 26, 2020 from Seattle, WA, USA to Tokyo, Japan and returning on March 3, 2020; along with the Flight Protection Plan via ***. A confirmation email was emailed to the email address on file, it was opened and reviewed 11 times.
We can confirm on January 2, 2020, the customer called in to change the departure flight. Our representative quoted $1971.10, the customer did not agree and no changes were made.
On February 17, 2020, the customer called to cancel. Our representative advised the ticket were nonrefundable and cancelled the itinerary in the airline system.
On February 28, 2020, the customer called to inquire on a refund for the tickets and requested to speak with a supervisor. A supervisor verified that on February 17, 2020 the flight reservation was cancelled with the regular policy, per the customer request to the cancel. When the call was taken over by the supervisor, the customer was not on the line. The supervisor called the customer back but there was no answer. The customer called back to try and get a credit or refund. Our representative advised the customer that she can submit a claim on the airlines website but it does not guarantee a refund or credit will be issued.
After further review on March 17, 2020, I reviewed *** Airline’s policy which states the tickets are non-refundable if cancelled. I was also able to review *** Airline “free change” policy which states they are waiving all rebooking fees for tickets issued on or before 15 March, 2020, for travel up to 31 May 2020, with immediate effect. Customers can cancel their existing flight itineraries, retain the value of their tickets and rebook their travel at a later date, when they are able to firm up their new travel plans. The new flight itinerary should be completed by 31 March 2021. All rebooking fees will be waived, although a fare difference may apply for the new itinerary,
*** Powered by 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. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, at the time of booking Ms. accepted *** Powered by Expedia Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret your experience was not as we would have hoped, based on the information provided above, we are unable to provide a refund on this matter. However, *** Airlines rules allows an exchange to be performed. You may contact our Customer Service Department at +*** for assistance. In completing the exchange process, *** Airline is waiving the exchange fee cost, you will be required to pay any increase in the cost of the new fare.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: The customer service number given to call to rebook the airline tickets, ***, is *** phone number. Would *** Powered by Expedia be able to send the correct customer service number??
Sincerely
March 30, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: *** Powered by Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** Powered by 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.
*** Powered by Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a request for refund of flights and insurance. We understand that Ms. is seeking a full refund in the amount of $9,217,90.
Please accept our apologies and any inconvenience that may have been experienced with the incorrect number we provided you. The correct number to contact our Customer Serivce Department is ***. Our Customer Service Department will assist you with completing the exchange process. *** Airline is waiving the exchange fee cost, you will be required to pay any increase in the cost of the new fare.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
"Forgot" to cancel my flight and then charged me for a no show even after I reminded them I asked to cancel my flight days in advance and they told me then it would be no issue.
Protection travel plan is the biggest hoax. Because of my age group and my husband"s the CDC advises we should not fly. We have bought travel protection plan from Expedia and now we want to cancel tickets for travelling , Expedia does not do that. They charge you the extra money for travel insurance and then they tell you it does not cover anything because airlines have different regulations for cancellations and basically no refund
Though I bought the Expedia “insurance” I am not able to receive a refund for my hotel. I am also unable to cancel my flight reservations booked through Expedia with American Airlines. I was on hold for 2.5 hours because they cannot assist online. Once my call was answered they put me on hold and dropped my call. What a scam!
Booked a flight for me and my kids on FEB 26, I called expedia to cancel flights and the lady that helped me told me that I cant get a refund unless the airlines announce flex on the booking, after my airlines said that flights could be cancelled due to corona, expedia told me they would NOT reinburse me and now they aren't willing to do it
March 16, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a combined one-way flight reservation. We understand Mrs. is requesting a refund for her flight as is requesting to cancel due to the
Coronavirus.
Our records indicate that on June 24, 2019, Mrs. ***, or an authorized user of his Expedia account, self-booked a combined one-way flight reservation using Expedia’s website, under itinerary *** for a total of three travelers. Travel on
*** departing March 18, 2020, from New York, NY to Maimi, FL returning on *** Airlines March 22, 2020.
Upon reviewing this matter, we show *** and *** has put their travel advisory into effect. The airlines recognize this event is changing often, so they are continuously updating their waiver policies. *** effective for travel
dates between March 1, 2020 – March 31, 2020, the change fee waiver applies. Change must be made prior to trip departure and occur within ticket validity date. *** Airlines any ticket booked for travel in March or April 2020, or booking in March 2020,
qualifies for waived change fees. Please note, if your new flight is more expensive, the fare difference will apply to both airlines.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally,
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to
contact us. Sincerely,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
no one booked anything on June 24!
your people miss informed me and my name is MR. ***
my booking was in feb and my follow up calls in March. they are lying!
*** published that they would happily refund me but had to go through Expedia.
cancel my flight and give me back my money.
Sincerely
March 29, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our response and/or resolution offered.
Upon reviewing this matter, we show *** and *** has put their travel advisory into effect. The airlines recognize this event is changing often, so they are continuously updating their waiver policies. *** effective for travel dates between March 1, 2020 – March 31, 2020, the change fee waiver applies. Change must be made prior to trip departure and occur within ticket validity date. *** Airlines any ticket booked for travel in March or April 2020, or booking in March 2020, qualifies for waived change fees. Please note, if your new flight is more expensive, the fare difference will apply to both airlines.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret that your experience was not as we would have hoped, we have to abide by the airlines. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Dez ***Corporate Correspondence TeamTell us why here...