I booked a hotel reservation with AARP-Expedia for a conference in Florida under conf# *** with a check in date of 6/20/20. My conference was canceled due to Covaid19 and I notified Expedia to cancel the hotel reservation. On 6/9/20 I received an email from Expedia Subject Travel Cancel Alert with a REQ: *** as provided by Expedia. Expedia did not cancel the reservation and the hotel charged my credit card for the one night stay in the amount of $150.12. I disputed this charge with my credit card company and they told me I had to deal with AARP, AARP told me I have to deal with Expedia. I have called Expedia on several different occasions and they are refusing to resolve this issue and issue a credit to my account
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:
I can confirm that this reservation was created on February 28, 2020 via the website for arrival on March 28, 2020 and departure on March 29, 2020. The customer changed the booking to an arrival date of June 20, 2020 and departure on June 21, 2020 on March 16, 2020. This change resulted in a lower price so they were refunded the difference.
For the new check-in dates, the customer agreed to the following cancellation policy:
Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 16, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The customer requested cancellation by sending an email through the website on June 09, 2020. Those email requests are sent to a queue to be worked. Unfortunately, this cancel request was lost in the system so that is why it was not canceled.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have issued a refund in the amount of $150.13. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
Customer Response
• Aug 06, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a fare via Expedia on *** Airlines in 2019.
There was a flight change in December, that was mutually agreed upon to be refunded by the airline, Expedia and myself. That was in December 2019 and I'm still waiting...
Originally they told me it would be up to 12 weeks to get my refund. Keep in mind they took the payment immediately. I called my card issuer and asked for their advice. They said that it was against the visa network rules to have refunds take this long and their advice was to dispute it. *** Airlines declined the dispute AND neither Expedia or *** Airlines has issued a refund. I've received emails indicating it was in process and every time I called I was told, wait another 30 days.
I've called. I've emailed. I've escalated.
Now they have indicated *** Airlines changed their policy and refunds are not allowed. You cannot retroactively change the agreement.
Waiting on hold for them to investigate has consumed hours of time.
The problem is they took my money, we agreed to a refund (which on their website says 7 DAYS) and I got neither the flight or a refund and I've consumed time trying to resolve this.
They have failed on multiple levels.
They failed to provide the original flight (out of Expedias hands).
They failed to give a refund promptly/ 7 days (*** Airlines says 'promptly' https://www.*** and Expedia used to say 7 days when this started - https://www.expedia.com/***.
Now they have failed to honor our agreement. I've got several emails documenting this journey where I accepted a full refund in exchange for having the flight cancelled.
Expedia.com Response
• Aug 17, 2020
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.th 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.th 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 due to COVID-19.
Upon review, we found that flights have already been cancelled and full refund request of THB 13,805.00 have been already refunded to original form of payment and to compensate for the inconvenience/delay caused to him regarding his refund concern , a goodwill coupon has been issued to him of amount THB 3120.
We have also informed the customer about this refund via email/call and trust that this matter is now resolved.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I'd add the following -
Multiple avenues were taken to help this company do the right thing, and without encouragement I have no doubt they would have done nothing. Yes, eventually they did. Thank you Revdex.com
I made a hotel reservation and paid to EXPEDIA (website) on 1/12/2020 for *** hotel in Amman, Jordania and paid $$97.86 . (3 nights in March 13 to 16, 2020). When I arrived to the hotel, my reservation and payment was not accepted . They said the rates were changed, even that I told them I paid in advance and my credit card was accepted in EXPEDIA. My credit card was VISA (last digits ***). So, I have to pay CASH to *** on March 13, 2020 for the amount of : 97 *** (the exchange was...around US $137.96 ). THE EXPEDIA RESERVATION AND PAYMENT of $$97.86 WAS NEVER HONORED. So I am asking for a refund from EXPEDIA . I contacted EXPEDIA many times , since March 2020 but they dont want to give me a refund.
Expedia.com Response
• Aug 07, 2020
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on January 13, 2020 via the Expedia website for arrival on March 13, 2020 and departure on March 16, 2020. At the time of booking, the customer agreed to the following cancellation policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
When the customer arrived at the hotel, the hotel did not accept the reservation from Expedia and made the customer pay for their stay. The hotel did not contact us advising of a payment issue for this reservation.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have issued a refund in the amount of $97.86. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
We have also added the 2,222.00 Rewards points back to their account that were redeemed on this booking.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
My friends and I booked a flight to Savannah, GA for a girls trip. I purchased the travel insurance thru Travel Guard Group, Inc. Due to Covid, we had to cancel our trip. Expedia credited a credit thru ***. I tried to file a claim, however, the website for the insurance will not upload my docs and let me file. I tried to call them multiple times and was referred back to the website so that travel insurance I spent $20 on has proved useless. I called Expedia today to find out how to use my credit and the agent could not answer simple questions like "what happens to the remaining credit if I don't use it all?" She did say I had to call expedia to rebook and could not do it online. Finally after over 30 min of trying to get questions answered, I asked to speak to a manager and then got disconnected with no return call. At this point I am tired of wasting my time and just want my money back. Obviously travel insurance is a joke and expedia has not made this process easy.
Expedia.com Response
• Aug 18, 2020
August 18, 2020Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her round trip on *** Airlines. We understand the customer is requesting a refund in the amount of $286.40 and $20.00 for insurance for a total of $306.40.
Our records indicate that on January 29, 2020, the customer, or an authorized user of the Expedia account, self-booked a round trip ticket for one traveler on Expedia's website, under itinerary ***. The booking included a round trip fare from DFW Dallas, TX to SAV Savanah, GA for March 28, 2020 returning March 31, 2020 on *** Airlines.
Upon review, on March 25, 2020 *** Air Lines canceled Mrs. ***’s flights due to COVID-19. Expedia emailed Mrs. *** to inform her of her of the following:
We have issued an airline credit for your flight
You are receiving this email as either your airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19. No need to call us, we've got you covered. Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight.
All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon.
Upon further review, this is the first communication that we have received from Mrs. ***. We have reviewed *** Air Lines’ flexibility policy and we can confirm that the airline is offering their passengers an airline travel credit. We kindly recommend that Mrs. *** contacts Expedia when she is ready to use her travel credit with *** Air lines so that we can better assist her. She can also access the airline credit information by visiting https://www.***.com/*** .
This is the information available for all *** passengers:
Updated as of July 30, 2020
We are broadly waiving change fees for travel impacted by coronavirus, including any flights departing March through December 31, 2020 and all tickets purchased between March 1 - August 31, 2020.
If your travel is eligible for a waiver, you can move your travel dates and even select a new destination. Your unused ticket will be applied toward your new flight, and in some instances a fare difference will apply. If the new fare is lower, you will receive an eCredit for the difference. If the new fare is higher, the difference will be collected. The fare difference will be waived for changes to existing travel between March - September 2020 if originally purchased before April 17th and traveling to the same destination before September 30, 2020.
Please be advised that at Expedia Group, we follow the policies of our partners, so any credit, refund or change is determined by the travel provider. We understand that you are dissatisfied with receiving credit with an airline vs a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. We are not able to provide a refund as requested by Mrs. ***. However, I have submitted a request for a refund directly through *** Air Lines, this is not a guarantee that the refund will be approved by *** Air Lines. I can follow up with Mrs. *** in 8 weeks or as soon as we receive any information regarding her refund request.
The insurance is also non-refundable as the customer receives coverage from the time the trip was purchased until the time the trip is canceled. We recommend that Mrs. *** reviews the email that was sent to her with the terms and conditions for the covered reason and how to file a claim.
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,
Karla *** Corporate Correspondence Team
Customer Response
• Aug 18, 2020
Complaint: ***
I am rejecting this response because: I have made several calls to Expedia and to the insurance company. The insurance company’s website won’t let me submit my request for a refund, which is what I thought the travel insurance was for. It is inconvenient to have to call Expedia to rebook a flight and I never fly ***. That flight was cheapest for that trip. If the credit was for any airline or hotel I would have no complaints and it would be used. It is ridiculous that it can’t be added to my account so I can conveniently book it myself without having to call. I’m not happy with this resolution and will no longer be using Expedia, nor will my husband, which is the account we generally use for bookings.
I scheduled a vacation with my friend for March 23rd in Punta Cana. For almost $1400.
However, I was in close contact with Expedia and *** who both said let’s wait and see what happens. Well as we all know the pandemic happened and the President of the US issued a level 4 travel ban, meaning *** was NOT leaving by direct orders of the United States president. *** not only emailed me but also told me they sent an electronic refund due to this issue back to Expedia so my original form of payment could and should be returned. I called Expedia over 100 times waiting 2-6 hours each time on the phone and the call either got dropped or a representative was not ONLY unprofessional but extremely rude!
She goes oh no refund and we don’t need to give one back, when I asked why? The call well you guessed it got dropped! Then I had to recall asking and explain once again that I even have a letter form *** to give the refund back, they go oh well the hotel isn’t issuing money, I go that makes zero sense because the hotel was officially closed from March 23rd my estimated arrival date until that time further notice they had it all over their website. Expedia has refused over and over to give back my money my credit union fought it and again they refuse it and unfortunately, my credit union can’t give legal advice they can only give recommendations that I have taken seriously. I have reached out with the attorney general and they have heard nothing from Expedia now on the 2nd attempt!
This is unacceptable on so many levels! I want my money back I have all the documentation that follows along with it expressing to give back MY money why are they keeping it and having representation laughing at extremely upset customers that will never return in the future.
Expedia.com Response
• Aug 19, 2020
August 19, 2020Revdex.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 *** (Revdex.com case number ***)
regarding his flight reservation. Our records indicate that on the
customer, or an authorized user of the Expedia account, self-booked a package
reservation for two passengers on Expedia’s website, under itinerary number ***. Travel was aboard *** Airways
from New York, NY, United States, to Punta Cana, Dominican Republic, departing
on March 23, 2020, returning on March 27, 2020. A non-refundable, non-smoking,
tropical view room at *** Resort & Spa Punta Cana – All Inclusive,
from March 23-27, 2020, 4nights stay.On March 21, 2020, the hotel
portion of the package was cancelled online, due to being non-refundable no
refund was initiated. Expedia attempted to call the hotel property for refund
waiver, but was unable to reach an authorizing representative. On March 26,
2020, *** Airways initiated an airline schedule change, resulting in the
flights being cancelled. On April 13, 2020, Ms. contacted Expedia
inquiring about a refund for her flight and hotel. An Expedia agent informed
Ms. about *** Airways’ policy offering airline credit.Due to the Coronavirus outbreak, Airlines are constantly
updating their policies. On April 15, 2020, we reached out to ***
Airways to advocate on Ms. behalf, regarding the refund request.
*** Airways informed Expedia that due to their initiation of the schedule
changes, Ms. qualifies for a refund. After confirming no chargebacks were actively in
place, on August 19, 2020, Expedia processed a refund for the flights and the
hotel in the amount of $1,316.57 back to Ms.’s original form of
payment. Because of the extraordinary circumstance of
Coronavirus travel disruptions, we are processing a high volume of refund
requests and refunds are taking a bit longer than normal. It can take up to two
billing cycles for the refund to be completely processed.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team
My wife and I booked a stay at the *** in February. We tried to cancel this reservation in March. I tried to call, text and email the Inn. I was not able to reach Anyony until May. When I was able to speak to the manager she told me in May I could get a refund. No word from them in several days. When I spoke to them again she said: "No refund!"
Due to a compromised immune system from chemotherapy I cannot travel in the public in confined spaces. They Don't Care. They are keeping $568.96 of our money. They lied to us and cheated us!
Buyer Beware!!! No go!!
They are trying to scam people out of money by not refunding flights changed or canceled due to COVID. They are attempting to blame airlines and hotels in hopes you will leave them alone. File a complaint with the DOT and do not give these slimeball's one cent of your money.
I booked a fare via Expedia on *** Airlines in 2019. It wasn't the first time using either and as a return customer I had expectations they would be honest.
There was a flight change, that was mutually agreed upon to be refunded by the airline, Expedia and myself. Well that was in December 2019 and I'm still waiting... I've called. I've emailed.
Expedia has stopped communicating, well I should say their script reading support staff.
Bottom line, beware. I've used Expedia for over a decade booking many rooms and flights. Going forward if I use it, it will be as a search engine to book elsewhere. Why support a dishonest company?
I booked a trip to Poland with my family from 7/23-8/3 due to COVID we can not travel to Poland it is not an option. I contacted Expedia 7 times in an attempt to cancel my trip and receive a refund. Initially on April 29th it was communicated to me that I had to wait till 30 days prior to my trip to cancel due to the high volume of calls/contacts. I than contacted Expedia on 6/23 at that time a requested cancellation and refund for both my air fare and hotel. I was given two case ID codes: *** for the hotel and *** for the flight. I than contacted Expedia on 6/26 and was told to check back, so I checked back on 7/1 at that time I was informed that I would be receiving a full refund from *** for my airline tickets and I again asked about the hotel and was told they would follow up. I have since contacted them on 7/9, 7/16, 7/17, and 7/20. The hotel reservations still have not been cancelled and there is not resolution which is very confusing to me since in an article per a published article in Forbes Expedia is refunding Hotel rooms in certain countries and Poland is one that is listed but none of the agents I have been in contact with have ever addressed the information in the article by *** in Forbes which can be found at https://www.forbes.com/sites/***/2020/04/07/7-tips-for-getting-a-travel-refund-d...⇄ and states : "For example, while your hotel might not offer you a full refund for canceled travel, Expedia, Travelocity and Orbitz are offering full refunds for those who booked hotels in select countries. The countries include China, Hong Kong, Macau, South Korea, Israel, Marshall Islands, El Salvador, Denmark, Slovakia, Czech Republic, Oman, India, Poland, Cyprus, Ukraine and Italy."
My wife and I have used Expedia to book flights, hotels and package trips to New York, Ireland, and New Orleans to name a few. I am disappointed at their refusal to address my questions regards the above article which indicates they are refunding Hotels in specific countries.
Expedia.com Response
• Aug 12, 2020
August 12, 2020Revdex.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 a vacation package.Our records show on February 4, 2020, Mr. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Krakow, Poland departing on July 25, 2020 and returning on August 3, 2020. The package included a hotel with a stay at *** Krakow Poland for a check in on July 25, 2020, and a check out on August 3, 2020, for a total of $4,461.84. We understand Mr. is seeking a refund for the hotel portion of the reservation, based on the Coronavirus travel disruption. On June 23, 2020, Mr. contacted Expedia to cancel both the hotel and flight reservations. Therefore, we sent the hotel property an email to request their approval in canceling and in hopes we could provide Mr. with a refund. In regards to the *** Airlines Coronavirus flexibility policy, the airline was not permitting a cancel fee waiver but a penalty fee waiver until, December 31, 2021. However, based on the flex policy we provided Mr., he asked for an exception. On June 26, 2020, we contacted *** Airlines to determine if the customer is eligible for an airfare refund.The *** Airlines Flexibility Policy:https://www.***.com/ual/en/us/fly/travel/notices.html 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 airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book the package reservation:*** Airlines cancellation policy: Charge USD 300 per passenger for cancel/refund*** cancellation policy: The room type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.On July 1, 2020, *** Airlines responded to our request without penalty, therefore, a refund of $3,918.36, was processed back to Mr. original form of payment. It may take up to 30 days’ for the refund to post, depending on the financial institution. Between July 9, 2020 to July 24, 2020, Mr. contacted Expedia to request a full refund against the non-refundable hotel stay. Based on the cancel policy the reservation was only refundable in the form of a travel voucher, however, Mr. was seeking a refund back to his original form of payment. We advised Mr. that we must obtain authorization from the supplier in order to cancel and issue him a full refund. We then sent an email requesting an approval from our hotel partner. Regrettably, we did not receive a response from *** during these unprecedented times.On August 12, 2020, we then advocated on Mr. behalf by contacting the *** to request a refund based on their restrictions. The *** had a flexibility policy in place caused by the Coronavirus pandemic. These conditions were available to Mr. on our website through canceling his own itinerary. The refund on the hotel reservation is in the form of a future travel voucher. When it comes to the (Forbes) article, this is an organization that is not affiliated with Expedia Group. A reservations booking policy is supplied to us by our travel partners, just like ***. When *** responds to our email we will reach out to Mr. via his Expedia account email. Due to the information provided above Expedia was unable to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
On March 16, 2019, we cancelled our round trip flights with Expedia online (Confirmation #***) due to COVID (I have a confirmation email). Additionally, I attempted to call unsuccessfully for weeks to confirm that credit was applied to my account. Was left on hold and disconnected after holding for hours. On 7/20/20, I called to use my inquire/use my credit and the agent informed me that I only had a credit for the return flight (***) not the departure (***). The reason being that I "filed" a request to cancel and I did not "request" a cancellation. What exactly is the difference? I realize that due to COVID the airlines/travel industry is under tremendous pressure however, I followed the rules and cancelled.
Expedia.com Response
• Aug 12, 2020
August 12, 2020Revdex.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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on October 26, 2019, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airways and *** Airlines, traveling from Rochester, NY to San Juan, Puerto Rico departing on March 18, 2020 and returning on March 27, 2020, the flight included a protection plan for a total of $750.50.On October 26, 2020, Mrs. contacted Expedia to determine if she could upgrade the seats she selected on the flight reservation. The customer chose not to change the booking and left it active.On March 16, 2020, Mrs. contacted Expedia via email to cancel the non-refundable flights due to (COVID-19) concerns. Regrettably, we informed Mrs. in our reply, please note we cannot provide the following services over email :Canceling and retaining credit for future useCanceling part of or all of a one-way fare reservation that contains multiple airlinesOn July 20, 2020, Mrs. contacted Expedia in order to use her future travel credit per airline. However, the *** Airways portion wasn’t cancelled prior to departure and the airline applied their (no show) policy rendering the ticket ineligible for a future travel credit. In addition, the *** Airline portion was cancelled on March 21, 2020. Which makes only the *** airfare of $340.40 eligible for future travel credit use. The (COVID-19) flexibility policy for *** Airlines strictly states their penalty fees will be waived until, September 30, 2022. Additionally, *** Airways and *** Airlines are the merchants of record (the entities the companies that charged Mrs. credit card). See the exact cancellation policies, that were provided to Mrs., prior to her agreeing to book the flight reservation:*** cancellation and changes: Tickets are nonrefundable*** cancellation and changes: Tickets are nonrefundable Expedia combined two one-way tickets to get you the best deal on this flight. If you need to make changes or cancel, you'll need to do it twice-once for each one-way ticket.Note: flight selections are subject to the airlines availability and a possible airfare cost difference.Because of the extraordinary circumstances of the (COVID-19) travel disruptions, we received a high volume of requests for either a travel credit or a refund. Nonetheless, 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 airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a credit unless approved by the airline and must adhere to the airline’s policies.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On August 12, 2020, Expedia contacted *** Airways to request the removal of the suspension status from each ticket. The airline advised the tickets were archived which means they no longer hold any value and *** Airways is unable to change that status. In reviewing the document sent by Mrs. back on July 20, 2020, it informs Mrs. that we cannot assist her in canceling by email due to the combination of two airlines. Although, *** Airways tickets aren’t available for credit Mrs., has credit with *** and she may contact Expedia at (877) 227-7481, for further assistance.Due to the information provided above, we are unable to honor Mrs. refund request. 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,Melanie ***Corporate Correspondence Team
The trip *** was cancelled 12 weeks ago. I was told by Expedia.com agent that the trip was eligible for 100% refund ($688.80) and that I would get a refund within 8-10 weeks. I have all the logs of my chat with the Expedia agent saved.
I still haven't got the refund.
Expedia.com Response
• Aug 16, 2020
August 16, 2020
Revdex.com Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding her
airline tickets. We understand the customer is requesting a refund in the
amount of $688.80.
Our records indicate that on
November 19, 2019, the customer, or an authorized user of the Expedia account,
self-booked a flight reservation for three travelers on Expedia's website,
under itinerary *** for May
20, 2020 from ORD Chicago, IL to EWR Newark NJ returning on June 02, 2020 from
JFK New York, NY to ORD Chicago IL with validating c carrier *** Airlines.
Upon review, on May 03, 2020,
all flights were cancelled by *** Airlines, due to an airline schedule change.
Upon further review, on May
05, 2020, Mrs. *** contacted Expedia to inquire about a refund for the
three travelers. The call was disconnected and no other information was noted.
Furthermore, on May 07, 2020
Mrs. *** contacted Expedia via chat, and she was advised that the
tickets had been submitted for a refund of May 05, 2020 and the timeframe for the
refund to be processed by the airline would be about 8 weeks.
Today, August 16, 2020, I
have reviewed the information and based on my research the refund request was
submitted on May 05, 2020 and Mrs. Dubovis’ refund has already been processed.
We understand that Mrs. *** issue has been resolved. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
BOOKED A TRIP IN MARCH FOR A TRIP BEGINING JULY 21 TO JULY 28TH. THE RESORT WE BOOKED IS NOT OPENING BACK UP UNTILL AUGUST 23RD, OUR FLIGHTS HAVE BEEN CHANGED NUMEROUS TIMES ALSO. WE CAN NOT GET A REFUND FROM EXPEDIA EVEN THOUGH ALL WE BOOKED ORIGINALLY HAS BEEN CANCELED OR NOT EVEN OPEN TO BEGIN WITH. MY BOOKING NUMBER IS ***. EXPEDIA ACTS AS THOUGH THEY HAVE NOTHING TO DO TO HELP EVEN THOUGH I BOOK SAME TRIP EVERY YEAR FOR LAST SEVEN YEARS. I WANT A FULL REFUND IF I CANT GET WHAT I BOOKED ORIGINALLY.
Expedia.com Response
• Aug 16, 2020
August 16, 2020
Revdex.com
Alaska, Oregon & Western
Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding his vacation
package. We understand the customer is requesting a refund in the amount of $2,500.00.
Our records indicate that on
February 28, 2020, the customer, or an authorized user of the Expedia account,
self-booked a vacation package that consisted combined one way fares and a
hotel booking for two travelers on Expedia's website, under itinerary
*** for July 21, 2020 on *** Airlines from Little Rock, AK to Cancun,
Quintana Roo, MX on returning on July 28, 2020 from CUN Cancun Quintana Roo, MX
to Little Rock, AK on *** Airlines staying at ***
Hotel, Isla Mujeres for 7 nights.
Upon review, on June 02,
2020 Mr. *** contacted Expedia to cancel his package. Mr. *** was informed of the hotel and both airline flexibility policies. The agent attempted
to contact the hotel and was not able to reach anyone for refund request, Mr.
*** was advised that Expedia
would contact the hotel to request a refund. Expedia informed Mr. *** of *** flexibility policy due to COVID-19, the airline would allow each passengers
to retain an airline travel credit in the amount of $244.20. On June 09, 2020 Expedia
received a response from the hotel advising the refund request was denied and
they would only honor a hotel voucher in the amount of $1,633.33.
Upon further review, on June
25, 2020 an email was sent to Mr. *** advising him of an airline
schedule change initiated by *** Airlines with no alternate flight options
which would allow him to cancel with a full refund in the amount of $222.06 per
passenger.
Furthermore, on July 07,
2020 Expedia sent the customer an email advising him of the following: Your
reservation was cancelled by the property because the property will now be
closed during your stay. We will provide you with a coupon for the full amount
of the original purchase price that can be used for a new reservation at the
same property when it opens. You will receive an email when your coupon is
ready.
On July 19, 2020 Mr. *** contacted Expedia to request a refund as he did not agree with the airline
credit and hotel voucher, he was advised of the flexibility policy for *** Airlines, *** Airlines and *** Hotel. A refund
for his *** Airlines tickets was submitted for a total of $488.40 for both
passengers. The *** Airlines tickets remained non-refundable along with *** Hotel. Mr. *** replied to an email that was sent to
him requesting to forward the email he received in regards to a refund for the
hotel portion, he replied to the email and he included the email. The agent
that assisted Mr. explained the policy and advised that Expedia would not
be able to refund him.
Today, August 16, 2020 I
have reviewed and research Mr. *** request and we regret to inform
Mr. *** that Expedia is not able to honor his refund request.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. We hope you understand we must follow the terms and conditions
as dictated by the vendors. 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 Affiliates. The Expedia Companies and the Expedia
Affiliates are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Affiliates have no liability and
will make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us
the opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
I booked a vacation package to Hawaii last year in October 2019. I was supposed to fly out on 7/31/20 which puts me in the mandated 14 day quarantine. Due to that I decided to cancel my trip. The firs time I called Expedia they told me they had to use my insurance that I had purchased on the hotel because the hotel was penalizing me for cancelling. I called the hotel and got a different story, they were not doing that because of the pandemic. Every customer was getting their full refund. I called Expedia back and they processed the full refund. I got two e-mails, one for the hotel refund and one for the airline. The hotel refund was refunded in full but not the airline. Called Expedia again to see why I got shorted $264 from the airline. They said that was for the insurance I purchased. The airline didn't need insurance coverage, they were supposed to be full refund. Expedia is adamant to keep their insurance and is punishing its customer for something that is completely out of their control.
Expedia.com Response
• Aug 13, 2020
August 13, 2020 Revdex.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 flight reservation. We understand
Mrs. is requesting a full refund of her Travel Protection Vacation Waiver for the amount totaled $264.00.
Our records indicate that on November 29, 2019, Mrs. Esquer, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, itinerary *** for four travelers. Departure on *** Airlines from San Francisco, CA, United States, to Honolulu, HI on July
31, 2020 and returning on August 15, 2020, with added Travel Protection Vacation Waiver.
In effort to resolve this matter, Mrs. were advised of the Terms and Conditions of your Travel Protection Vacation Waiver, which was also available to
Mrs. at the time of booking and within your booking confirmation email. The Plan is administered by Aon (Travel Guard), and any claims can be
made directly with them at the contact details provided to you in your confirmation email ([email protected]), or by phone at 1-855-266-4973 or
1-516-342-4503.contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342). Our representatives are available 24 hours a day, seven
days a week.
While we regret that Mrs. Esquer’s experience was not as we would have hoped, we cannot offer a refund as the protection cannot be refunded after the 10
days of purchase, which was booked on November 2019.
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
In mid-February I purchased through Expedia two *** tickets from Munich to Prague for travel on 4/28/20 (itinerary ***) and two *** tickets from Budapest to Munich for travel on 5/9/20 (itinerary ***). Both flights were canceled by *** due to the coronavirus. I contacted *** on 5/2/20 and they told me I had to work through Expedia to get my refund, and that Expedia had the mechanism to handle the refund process with ***. I called Expedia the same day. First I was told that they had no way to get a refund from *** but when I told them that *** told me the opposite, they said they did have a way and would put in the request. I got an email from Expedia that said they had reached out to ***. I didn’t hear any follow up so I reached out to Expedia via email on 5/18/20 and was told they hadn’t heard back from *** yet. I reached out to Expedia on 6/2/20 via phone and they said they had not response from *** but that they would follow up again. Now it is 7/20/20 and I still have not received my refund.
Expedia.com Response
• Aug 13, 2020
August 13, 2020 Revdex.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 flight reservation. We understand
Mrs. is requesting a full refund of both itineraries *** and ***.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Munich, Germany, to Prague,
Czech Republic on April 28, 2020.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Budapest, Hungary, to
Munich, Germany on May 9, 2020.
In effort to resolve this matter, we were able to process a refund for the amount of $733.00 USD for the total of both itineraries *** and
***. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to
process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Refund initiated in April and till today no ownership of the getting the refund processed through the airlines.
Expedia and Sri Lankan Airlines are not taking ownership of the refund and the customer is suffering.
Passenger(s): *** Confirmation number:
Expedia.com Response
• Aug 13, 2020
August 13, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting a full refund due to the COVID-19.
Our records indicate that on February 19, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight reservation
using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Munich, Germany, to Prague, Czech
Republic on April 28, 2020.
In effort to resolve this matter, we verified that a refund for the amount of $1,561.30 USD on July 24, 2020. The time it takes the refund to post to your
account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I am being charged a $214.00 USD cancellation fee for a flight that I booked through Expedia. The flight was cancelled due to the Covid 19 pandemic.
I booked and confirmed a flight on *** airlines through Expedia's online services on October 26th, 2019. The flight would leave Cairo, Egypt on May 8th, 2020 at 4:15pm and arrive in Lafayette, Louisiana on May 8th, at 5:18pm. The flight itinerary number was #***.
Due to the Covid 19 pandemic, *** cancelled this flight in early May. I was traveling to Louisiana to see my daughter graduate from Nursing school, so once the flight was cancelled, I missed the graduation and no longer needed nor wanted to travel, with the Covid pandemic happening around the world. Luthansa's website states that refunds will come from the issuing office, so I have been dealing with Expedia.
When I contacted Expedia in early May about a refund for the cancelled ticket, they attempted to issue me a voucher for another flight. This was not acceptable to me, since I have no plans to travel in the next couple of years.
Beginning May 11th, 2020 through May 31st, 2020, I sent several emails to: [email protected] which were never acknowledged.
On June 8th, 2020, I spoke online with Silvia at Expedia Chat. Silvia was helpful, but stated that there would be a $214.00 cancellation fee. I told her that since *** cancelled the flight, that I was not responsible for the cancellation fees.
The cost of the ticket was $815.25 which I paid with my Amazon Visa card On October 26th, 2019. The cancellation fee was $214.00. Silvia processed a refund to my Visa account of $601.25 with a reference number #***. It will be credited back to my Amazon Visa account within the next thirty days. I am requesting that the $214.00 cancellation fee also be credited back to my account since *** is responsible for the cancelling the flight.
I contend that I am not responsible for the cancellation fees due to *** cancelling the flight. I would like the $214.00 cancellation fee returned to me.
Expedia.com Response
• Aug 13, 2020
August 13, 2020 Revdex.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 flight reservation. We understand
Mrs. *** is requesting a full refund of $214.00 of a cancellation fee.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Munich, Germany, to Prague,
Czech Republic on April 28, 2020.
When researching this matter we were able to verify that at the time of Mrs. *** cancellation request, the penalty fee of $214.00 was
granted by United Airlines per the fare rules of the ticket and Mrs. agreed to the charge. However, Mrs. is welcome to apply for a refund
of the penalty fee at United Airlines https://www.***; however; we cannot guarantee any approval.
While we regret that Mrs. ***’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,Dez ***Corporate Correspondence Team
I paid for a trip to México and due to COVID-19 Mexico closed its borders so my flight was cancelled. I want to get my money back and not a flight credit. I have reached out to the airline company who told me to go through Expedia since that’s who I went through to purchase tickets.
I listen to the news and the airlines and businesses were given bailout money and they want to keep your money. That’s just wrong. I had no control over the COVID shutting things down.
Expedia.com Response
• Aug 18, 2020
August 18, 2020
Revdex.com
Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding their airline tickets. We understand the customer is requesting a refund in the amount of $1838.88.
Our records indicate the on February 15 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two travelers on Expedia's website, under itinerary ***. The booking included a round trip fare with *** Airlines from GPT Gulfport, MS to Puerto Vallarta, Mexico departing on April 23, 2020 and returning on April 28, 2020 along with a hotel booking at *** All Inclusive, Nuevo Vallarta for 5 nights for a total of $ 2,980.23
Upon review, on March 22, 2020, the customer, self-cancelled the hotel booking and a refund in the amount of $1,141.35 was processed.
After further review, on April 08, 2020 the flights were canceled online using the self-cancel option and an airline travel credit was processed in the amount of $887.44 per passenger based on *** Airlines flexibility policy due to COVID-19 and an email was sent to Mrs. *** advising of the airline travel credit.
We recognize that an airline credit may not be what Mrs. *** was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We are still bound by the airline’s terms and conditions and this is the only option that they're providing at this time.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Karla *** Corporate Correspondence Team
I purchased a large trip to Europe though Expedia because generally they are fairly responsive. I understand the covid epidemic doesn't make their job any easier. I booked these tickets a few months ago. Almost all but one place is giving a refund or exchange.
Itinerary # ***
*** Dubrovnik
I see that here on the Revdex.com site it notes to try again so a few weeks ago I tried a second time to get a refund or to change the date. Once again, turned down. The EU set in place a ban on Americans into Europe, we aren't even allowed to fly there, even with this news there refuse to give a refund. I understand under normal circumstances I would be out of luck if I bailed on the trip but I am literally not allowed into the EU. Also, 3 of my family members came down the the coronavirus and 2 of the people meeting me there are from Florida and they just lost their uncle from the Coronavirus. Ethically, it wouldn't make sense to force my way to Europe (even if I could) to spread this virus out of negligence. The refund or the exchange of dates should be simple, I do prefer a cash refund but understand people are struggling in this epidemic so they can keep the money, just give me a credit.
Expedia.com Response
• Aug 06, 2020
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation to stay at *** for July 28-30, 2020 with a change or cancel policy that states:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We have confirmed that the *** when contacted, have advised that they are imposing the non-refundable terms of the booking and have denied a request for a refund.
We also confirm that the booking was active as of the check-in date of July 28, 2020.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
Regrettably, as the *** has not authorized a refund for this booking, no credit may be issued to the customer.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I had a hotel reservation made through Expedia. Due to COVID-19 I decided to cancel the reservation which I did on March 13 at 1:25am. I received an email message from Expedia acknowledging my cancelation and that I would receive a refund of $ 1299.76. I had been told that the refund would appear on my credit card within 3 billing cycles. It has now been 4 months since the reservation was cancelled and I have not received my refund. I contacted Expedia's Customer Service last week and at first I was told there was no refund associated with my itinerary #. Since I had documentation of my refund (an email message from them which I was asked to read to them) they finally seemed to acknowledge that I did have a refund coming to me - but they continue to put me off and tell me that they will get back to me with an answer regarding my refund.
Customer Response
• Jul 28, 2020
Dear Sir or Madam,
I wanted to inform you that a complaint I filed last week # *** has been resolved. I received an email message from Expedia this morning that the refund I was promised has been processed. I wanted to let you know.
I booked a hotel reservation with AARP-Expedia for a conference in Florida under conf# *** with a check in date of 6/20/20. My conference was canceled due to Covaid19 and I notified Expedia to cancel the hotel reservation. On 6/9/20 I received an email from Expedia Subject Travel Cancel Alert with a REQ: *** as provided by Expedia. Expedia did not cancel the reservation and the hotel charged my credit card for the one night stay in the amount of $150.12. I disputed this charge with my credit card company and they told me I had to deal with AARP, AARP told me I have to deal with Expedia. I have called Expedia on several different occasions and they are refusing to resolve this issue and issue a credit to my account
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below. Findings:
I can confirm that this reservation was created on February 28, 2020 via the website for arrival on March 28, 2020 and departure on March 29, 2020. The customer changed the booking to an arrival date of June 20, 2020 and departure on June 21, 2020 on March 16, 2020. This change resulted in a lower price so they were refunded the difference.
For the new check-in dates, the customer agreed to the following cancellation policy:
Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 16, 2020 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
The customer requested cancellation by sending an email through the website on June 09, 2020. Those email requests are sent to a queue to be worked. Unfortunately, this cancel request was lost in the system so that is why it was not canceled.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have issued a refund in the amount of $150.13. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia 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 booked a fare via Expedia on *** Airlines in 2019.
There was a flight change in December, that was mutually agreed upon to be refunded by the airline, Expedia and myself. That was in December 2019 and I'm still waiting...
Originally they told me it would be up to 12 weeks to get my refund. Keep in mind they took the payment immediately. I called my card issuer and asked for their advice. They said that it was against the visa network rules to have refunds take this long and their advice was to dispute it. *** Airlines declined the dispute AND neither Expedia or *** Airlines has issued a refund. I've received emails indicating it was in process and every time I called I was told, wait another 30 days.
I've called. I've emailed. I've escalated.
Now they have indicated *** Airlines changed their policy and refunds are not allowed. You cannot retroactively change the agreement.
Waiting on hold for them to investigate has consumed hours of time.
The problem is they took my money, we agreed to a refund (which on their website says 7 DAYS) and I got neither the flight or a refund and I've consumed time trying to resolve this.
They have failed on multiple levels.
They failed to provide the original flight (out of Expedias hands).
They failed to give a refund promptly/ 7 days (*** Airlines says 'promptly' https://www.*** and Expedia used to say 7 days when this started - https://www.expedia.com/***.
Now they have failed to honor our agreement. I've got several emails documenting this journey where I accepted a full refund in exchange for having the flight cancelled.
Dear Revdex.com,
Thank you for taking the time to contact Expedia.co.th 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.th 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 due to COVID-19.
Upon review, we found that flights have already been cancelled and full refund request of THB 13,805.00 have been already refunded to original form of payment and to compensate for the inconvenience/delay caused to him regarding his refund concern , a goodwill coupon has been issued to him of amount THB 3120.
We have also informed the customer about this refund via email/call and trust that this matter is now resolved.
Regards,Tushar ***Priority Customer Escalations AgentExpedia.co.th
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'd add the following -
Multiple avenues were taken to help this company do the right thing, and without encouragement I have no doubt they would have done nothing. Yes, eventually they did. Thank you Revdex.com
Sincerely
I made a hotel reservation and paid to EXPEDIA (website) on 1/12/2020 for *** hotel in Amman, Jordania and paid $$97.86 . (3 nights in March 13 to 16, 2020). When I arrived to the hotel, my reservation and payment was not accepted . They said the rates were changed, even that I told them I paid in advance and my credit card was accepted in EXPEDIA. My credit card was VISA (last digits ***). So, I have to pay CASH to *** on March 13, 2020 for the amount of : 97 *** (the exchange was...around US $137.96 ). THE EXPEDIA RESERVATION AND PAYMENT of $$97.86 WAS NEVER HONORED. So I am asking for a refund from EXPEDIA . I contacted EXPEDIA many times , since March 2020 but they dont want to give me a refund.
Dear Revdex.com,
It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on January 13, 2020 via the Expedia website for arrival on March 13, 2020 and departure on March 16, 2020. At the time of booking, the customer agreed to the following cancellation policy:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
When the customer arrived at the hotel, the hotel did not accept the reservation from Expedia and made the customer pay for their stay. The hotel did not contact us advising of a payment issue for this reservation.
Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have issued a refund in the amount of $97.86. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.
We have also added the 2,222.00 Rewards points back to their account that were redeemed on this booking.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Kind regards,
The Expedia Team
My friends and I booked a flight to Savannah, GA for a girls trip. I purchased the travel insurance thru Travel Guard Group, Inc. Due to Covid, we had to cancel our trip. Expedia credited a credit thru ***. I tried to file a claim, however, the website for the insurance will not upload my docs and let me file. I tried to call them multiple times and was referred back to the website so that travel insurance I spent $20 on has proved useless. I called Expedia today to find out how to use my credit and the agent could not answer simple questions like "what happens to the remaining credit if I don't use it all?" She did say I had to call expedia to rebook and could not do it online. Finally after over 30 min of trying to get questions answered, I asked to speak to a manager and then got disconnected with no return call. At this point I am tired of wasting my time and just want my money back. Obviously travel insurance is a joke and expedia has not made this process easy.
August 18, 2020Revdex.com Alaska, Oregon & Western Washington
Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her round trip on *** Airlines. We understand the customer is requesting a refund in the amount of $286.40 and $20.00 for insurance for a total of $306.40.
Our records indicate that on January 29, 2020, the customer, or an authorized user of the Expedia account, self-booked a round trip ticket for one traveler on Expedia's website, under itinerary ***. The booking included a round trip fare from DFW Dallas, TX to SAV Savanah, GA for March 28, 2020 returning March 31, 2020 on *** Airlines.
Upon review, on March 25, 2020 *** Air Lines canceled Mrs. ***’s flights due to COVID-19. Expedia emailed Mrs. *** to inform her of her of the following:
We have issued an airline credit for your flight
You are receiving this email as either your airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19. No need to call us, we've got you covered. Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight.
All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon.
Upon further review, this is the first communication that we have received from Mrs. ***. We have reviewed *** Air Lines’ flexibility policy and we can confirm that the airline is offering their passengers an airline travel credit. We kindly recommend that Mrs. *** contacts Expedia when she is ready to use her travel credit with *** Air lines so that we can better assist her. She can also access the airline credit information by visiting https://www.***.com/*** .
This is the information available for all *** passengers:
Updated as of July 30, 2020
We are broadly waiving change fees for travel impacted by coronavirus, including any flights departing March through December 31, 2020 and all tickets purchased between March 1 - August 31, 2020.
If your travel is eligible for a waiver, you can move your travel dates and even select a new destination. Your unused ticket will be applied toward your new flight, and in some instances a fare difference will apply. If the new fare is lower, you will receive an eCredit for the difference. If the new fare is higher, the difference will be collected. The fare difference will be waived for changes to existing travel between March - September 2020 if originally purchased before April 17th and traveling to the same destination before September 30, 2020.
Please be advised that at Expedia Group, we follow the policies of our partners, so any credit, refund or change is determined by the travel provider. We understand that you are dissatisfied with receiving credit with an airline vs a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible during COVID-19. We recognize that airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies. We are not able to provide a refund as requested by Mrs. ***. However, I have submitted a request for a refund directly through *** Air Lines, this is not a guarantee that the refund will be approved by *** Air Lines. I can follow up with Mrs. *** in 8 weeks or as soon as we receive any information regarding her refund request.
The insurance is also non-refundable as the customer receives coverage from the time the trip was purchased until the time the trip is canceled. We recommend that Mrs. *** reviews the email that was sent to her with the terms and conditions for the covered reason and how to file a claim.
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,
Karla *** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I have made several calls to Expedia and to the insurance company. The insurance company’s website won’t let me submit my request for a refund, which is what I thought the travel insurance was for. It is inconvenient to have to call Expedia to rebook a flight and I never fly ***. That flight was cheapest for that trip. If the credit was for any airline or hotel I would have no complaints and it would be used. It is ridiculous that it can’t be added to my account so I can conveniently book it myself without having to call. I’m not happy with this resolution and will no longer be using Expedia, nor will my husband, which is the account we generally use for bookings.
Sincerely
I scheduled a vacation with my friend for March 23rd in Punta Cana. For almost $1400.
However, I was in close contact with Expedia and *** who both said let’s wait and see what happens. Well as we all know the pandemic happened and the President of the US issued a level 4 travel ban, meaning *** was NOT leaving by direct orders of the United States president. *** not only emailed me but also told me they sent an electronic refund due to this issue back to Expedia so my original form of payment could and should be returned. I called Expedia over 100 times waiting 2-6 hours each time on the phone and the call either got dropped or a representative was not ONLY unprofessional but extremely rude!
She goes oh no refund and we don’t need to give one back, when I asked why? The call well you guessed it got dropped! Then I had to recall asking and explain once again that I even have a letter form *** to give the refund back, they go oh well the hotel isn’t issuing money, I go that makes zero sense because the hotel was officially closed from March 23rd my estimated arrival date until that time further notice they had it all over their website. Expedia has refused over and over to give back my money my credit union fought it and again they refuse it and unfortunately, my credit union can’t give legal advice they can only give recommendations that I have taken seriously. I have reached out with the attorney general and they have heard nothing from Expedia now on the 2nd attempt!
This is unacceptable on so many levels! I want my money back I have all the documentation that follows along with it expressing to give back MY money why are they keeping it and having representation laughing at extremely upset customers that will never return in the future.
August 19, 2020Revdex.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 *** (Revdex.com case number ***)
regarding his flight reservation. Our records indicate that on the
customer, or an authorized user of the Expedia account, self-booked a package
reservation for two passengers on Expedia’s website, under itinerary number ***. Travel was aboard *** Airways
from New York, NY, United States, to Punta Cana, Dominican Republic, departing
on March 23, 2020, returning on March 27, 2020. A non-refundable, non-smoking,
tropical view room at *** Resort & Spa Punta Cana – All Inclusive,
from March 23-27, 2020, 4nights stay.On March 21, 2020, the hotel
portion of the package was cancelled online, due to being non-refundable no
refund was initiated. Expedia attempted to call the hotel property for refund
waiver, but was unable to reach an authorizing representative. On March 26,
2020, *** Airways initiated an airline schedule change, resulting in the
flights being cancelled. On April 13, 2020, Ms. contacted Expedia
inquiring about a refund for her flight and hotel. An Expedia agent informed
Ms. about *** Airways’ policy offering airline credit.Due to the Coronavirus outbreak, Airlines are constantly
updating their policies. On April 15, 2020, we reached out to ***
Airways to advocate on Ms. behalf, regarding the refund request.
*** Airways informed Expedia that due to their initiation of the schedule
changes, Ms. qualifies for a refund. After confirming no chargebacks were actively in
place, on August 19, 2020, Expedia processed a refund for the flights and the
hotel in the amount of $1,316.57 back to Ms.’s original form of
payment. Because of the extraordinary circumstance of
Coronavirus travel disruptions, we are processing a high volume of refund
requests and refunds are taking a bit longer than normal. It can take up to two
billing cycles for the refund to be completely processed.We thank
you for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions or concerns regarding this matter,
please feel free to contact us. Thank you, Gina B.Corporate Correspondence Team
My wife and I booked a stay at the *** in February. We tried to cancel this reservation in March. I tried to call, text and email the Inn. I was not able to reach Anyony until May. When I was able to speak to the manager she told me in May I could get a refund. No word from them in several days. When I spoke to them again she said: "No refund!"
Due to a compromised immune system from chemotherapy I cannot travel in the public in confined spaces. They Don't Care. They are keeping $568.96 of our money. They lied to us and cheated us!
Buyer Beware!!! No go!!
They are trying to scam people out of money by not refunding flights changed or canceled due to COVID. They are attempting to blame airlines and hotels in hopes you will leave them alone. File a complaint with the DOT and do not give these slimeball's one cent of your money.
Absolute worst service in changing an *** Airlines flight. They overcharged me by $112, and refuse to refund the amount.
I booked a fare via Expedia on *** Airlines in 2019. It wasn't the first time using either and as a return customer I had expectations they would be honest.
There was a flight change, that was mutually agreed upon to be refunded by the airline, Expedia and myself. Well that was in December 2019 and I'm still waiting... I've called. I've emailed.
Expedia has stopped communicating, well I should say their script reading support staff.
Bottom line, beware. I've used Expedia for over a decade booking many rooms and flights. Going forward if I use it, it will be as a search engine to book elsewhere. Why support a dishonest company?
I booked a trip to Poland with my family from 7/23-8/3 due to COVID we can not travel to Poland it is not an option. I contacted Expedia 7 times in an attempt to cancel my trip and receive a refund. Initially on April 29th it was communicated to me that I had to wait till 30 days prior to my trip to cancel due to the high volume of calls/contacts. I than contacted Expedia on 6/23 at that time a requested cancellation and refund for both my air fare and hotel. I was given two case ID codes: *** for the hotel and *** for the flight. I than contacted Expedia on 6/26 and was told to check back, so I checked back on 7/1 at that time I was informed that I would be receiving a full refund from *** for my airline tickets and I again asked about the hotel and was told they would follow up. I have since contacted them on 7/9, 7/16, 7/17, and 7/20. The hotel reservations still have not been cancelled and there is not resolution which is very confusing to me since in an article per a published article in Forbes Expedia is refunding Hotel rooms in certain countries and Poland is one that is listed but none of the agents I have been in contact with have ever addressed the information in the article by *** in Forbes which can be found at https://www.forbes.com/sites/***/2020/04/07/7-tips-for-getting-a-travel-refund-d...⇄ and states : "For example, while your hotel might not offer you a full refund for canceled travel, Expedia, Travelocity and Orbitz are offering full refunds for those who booked hotels in select countries. The countries include China, Hong Kong, Macau, South Korea, Israel, Marshall Islands, El Salvador, Denmark, Slovakia, Czech Republic, Oman, India, Poland, Cyprus, Ukraine and Italy."
My wife and I have used Expedia to book flights, hotels and package trips to New York, Ireland, and New Orleans to name a few. I am disappointed at their refusal to address my questions regards the above article which indicates they are refunding Hotels in specific countries.
August 12, 2020Revdex.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 a vacation package.Our records show on February 4, 2020, Mr. or an authorized Expedia account user self-booked a package using Expedia’s website, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Krakow, Poland departing on July 25, 2020 and returning on August 3, 2020. The package included a hotel with a stay at *** Krakow Poland for a check in on July 25, 2020, and a check out on August 3, 2020, for a total of $4,461.84. We understand Mr. is seeking a refund for the hotel portion of the reservation, based on the Coronavirus travel disruption. On June 23, 2020, Mr. contacted Expedia to cancel both the hotel and flight reservations. Therefore, we sent the hotel property an email to request their approval in canceling and in hopes we could provide Mr. with a refund. In regards to the *** Airlines Coronavirus flexibility policy, the airline was not permitting a cancel fee waiver but a penalty fee waiver until, December 31, 2021. However, based on the flex policy we provided Mr., he asked for an exception. On June 26, 2020, we contacted *** Airlines to determine if the customer is eligible for an airfare refund.The *** Airlines Flexibility Policy:https://www.***.com/ual/en/us/fly/travel/notices.html 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 airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.See the exact cancellation policies, that were provided to Mr., prior to him agreeing to book the package reservation:*** Airlines cancellation policy: Charge USD 300 per passenger for cancel/refund*** cancellation policy: The room type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.On July 1, 2020, *** Airlines responded to our request without penalty, therefore, a refund of $3,918.36, was processed back to Mr. original form of payment. It may take up to 30 days’ for the refund to post, depending on the financial institution. Between July 9, 2020 to July 24, 2020, Mr. contacted Expedia to request a full refund against the non-refundable hotel stay. Based on the cancel policy the reservation was only refundable in the form of a travel voucher, however, Mr. was seeking a refund back to his original form of payment. We advised Mr. that we must obtain authorization from the supplier in order to cancel and issue him a full refund. We then sent an email requesting an approval from our hotel partner. Regrettably, we did not receive a response from *** during these unprecedented times.On August 12, 2020, we then advocated on Mr. behalf by contacting the *** to request a refund based on their restrictions. The *** had a flexibility policy in place caused by the Coronavirus pandemic. These conditions were available to Mr. on our website through canceling his own itinerary. The refund on the hotel reservation is in the form of a future travel voucher. When it comes to the (Forbes) article, this is an organization that is not affiliated with Expedia Group. A reservations booking policy is supplied to us by our travel partners, just like ***. When *** responds to our email we will reach out to Mr. via his Expedia account email. Due to the information provided above Expedia was unable to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Melanie ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
On March 16, 2019, we cancelled our round trip flights with Expedia online (Confirmation #***) due to COVID (I have a confirmation email). Additionally, I attempted to call unsuccessfully for weeks to confirm that credit was applied to my account. Was left on hold and disconnected after holding for hours. On 7/20/20, I called to use my inquire/use my credit and the agent informed me that I only had a credit for the return flight (***) not the departure (***). The reason being that I "filed" a request to cancel and I did not "request" a cancellation. What exactly is the difference? I realize that due to COVID the airlines/travel industry is under tremendous pressure however, I followed the rules and cancelled.
August 12, 2020Revdex.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 Mrs. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on October 26, 2019, Mrs. or an authorized account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airways and *** Airlines, traveling from Rochester, NY to San Juan, Puerto Rico departing on March 18, 2020 and returning on March 27, 2020, the flight included a protection plan for a total of $750.50.On October 26, 2020, Mrs. contacted Expedia to determine if she could upgrade the seats she selected on the flight reservation. The customer chose not to change the booking and left it active.On March 16, 2020, Mrs. contacted Expedia via email to cancel the non-refundable flights due to (COVID-19) concerns. Regrettably, we informed Mrs. in our reply, please note we cannot provide the following services over email :Canceling and retaining credit for future useCanceling part of or all of a one-way fare reservation that contains multiple airlinesOn July 20, 2020, Mrs. contacted Expedia in order to use her future travel credit per airline. However, the *** Airways portion wasn’t cancelled prior to departure and the airline applied their (no show) policy rendering the ticket ineligible for a future travel credit. In addition, the *** Airline portion was cancelled on March 21, 2020. Which makes only the *** airfare of $340.40 eligible for future travel credit use. The (COVID-19) flexibility policy for *** Airlines strictly states their penalty fees will be waived until, September 30, 2022. Additionally, *** Airways and *** Airlines are the merchants of record (the entities the companies that charged Mrs. credit card). See the exact cancellation policies, that were provided to Mrs., prior to her agreeing to book the flight reservation:*** cancellation and changes: Tickets are nonrefundable*** cancellation and changes: Tickets are nonrefundable Expedia combined two one-way tickets to get you the best deal on this flight. If you need to make changes or cancel, you'll need to do it twice-once for each one-way ticket.Note: flight selections are subject to the airlines availability and a possible airfare cost difference.Because of the extraordinary circumstances of the (COVID-19) travel disruptions, we received a high volume of requests for either a travel credit or a refund. Nonetheless, 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 airline and we have no control over when, or how often, travel disruptions occur. We cannot provide a credit unless approved by the airline and must adhere to the airline’s policies.Moreover, Mrs. agreed to Expedia’s Terms of Use, which expressly states:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.On August 12, 2020, Expedia contacted *** Airways to request the removal of the suspension status from each ticket. The airline advised the tickets were archived which means they no longer hold any value and *** Airways is unable to change that status. In reviewing the document sent by Mrs. back on July 20, 2020, it informs Mrs. that we cannot assist her in canceling by email due to the combination of two airlines. Although, *** Airways tickets aren’t available for credit Mrs., has credit with *** and she may contact Expedia at (877) 227-7481, for further assistance.Due to the information provided above, we are unable to honor Mrs. refund request. 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,Melanie ***Corporate Correspondence Team
The trip *** was cancelled 12 weeks ago. I was told by Expedia.com agent that the trip was eligible for 100% refund ($688.80) and that I would get a refund within 8-10 weeks. I have all the logs of my chat with the Expedia agent saved.
I still haven't got the refund.
August 16, 2020
Revdex.com Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding her
airline tickets. We understand the customer is requesting a refund in the
amount of $688.80.
Our records indicate that on
November 19, 2019, the customer, or an authorized user of the Expedia account,
self-booked a flight reservation for three travelers on Expedia's website,
under itinerary *** for May
20, 2020 from ORD Chicago, IL to EWR Newark NJ returning on June 02, 2020 from
JFK New York, NY to ORD Chicago IL with validating c carrier *** Airlines.
Upon review, on May 03, 2020,
all flights were cancelled by *** Airlines, due to an airline schedule change.
Upon further review, on May
05, 2020, Mrs. *** contacted Expedia to inquire about a refund for the
three travelers. The call was disconnected and no other information was noted.
Furthermore, on May 07, 2020
Mrs. *** contacted Expedia via chat, and she was advised that the
tickets had been submitted for a refund of May 05, 2020 and the timeframe for the
refund to be processed by the airline would be about 8 weeks.
Today, August 16, 2020, I
have reviewed the information and based on my research the refund request was
submitted on May 05, 2020 and Mrs. Dubovis’ refund has already been processed.
We understand that Mrs. *** issue has been resolved. We thank you for
allowing us the opportunity to address the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Karla *** Corporate Correspondence Team
BOOKED A TRIP IN MARCH FOR A TRIP BEGINING JULY 21 TO JULY 28TH. THE RESORT WE BOOKED IS NOT OPENING BACK UP UNTILL AUGUST 23RD, OUR FLIGHTS HAVE BEEN CHANGED NUMEROUS TIMES ALSO. WE CAN NOT GET A REFUND FROM EXPEDIA EVEN THOUGH ALL WE BOOKED ORIGINALLY HAS BEEN CANCELED OR NOT EVEN OPEN TO BEGIN WITH. MY BOOKING NUMBER IS ***. EXPEDIA ACTS AS THOUGH THEY HAVE NOTHING TO DO TO HELP EVEN THOUGH I BOOK SAME TRIP EVERY YEAR FOR LAST SEVEN YEARS. I WANT A FULL REFUND IF I CANT GET WHAT I BOOKED ORIGINALLY.
August 16, 2020
Revdex.com
Alaska, Oregon & Western
Washington Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the
consumer complaint from *** (Revdex.com case number ***) regarding his vacation
package. We understand the customer is requesting a refund in the amount of $2,500.00.
Our records indicate that on
February 28, 2020, the customer, or an authorized user of the Expedia account,
self-booked a vacation package that consisted combined one way fares and a
hotel booking for two travelers on Expedia's website, under itinerary
*** for July 21, 2020 on *** Airlines from Little Rock, AK to Cancun,
Quintana Roo, MX on returning on July 28, 2020 from CUN Cancun Quintana Roo, MX
to Little Rock, AK on *** Airlines staying at ***
Hotel, Isla Mujeres for 7 nights.
Upon review, on June 02,
2020 Mr. *** contacted Expedia to cancel his package. Mr. *** was informed of the hotel and both airline flexibility policies. The agent attempted
to contact the hotel and was not able to reach anyone for refund request, Mr.
*** was advised that Expedia
would contact the hotel to request a refund. Expedia informed Mr. *** of *** flexibility policy due to COVID-19, the airline would allow each passengers
to retain an airline travel credit in the amount of $244.20. On June 09, 2020 Expedia
received a response from the hotel advising the refund request was denied and
they would only honor a hotel voucher in the amount of $1,633.33.
Upon further review, on June
25, 2020 an email was sent to Mr. *** advising him of an airline
schedule change initiated by *** Airlines with no alternate flight options
which would allow him to cancel with a full refund in the amount of $222.06 per
passenger.
Furthermore, on July 07,
2020 Expedia sent the customer an email advising him of the following: Your
reservation was cancelled by the property because the property will now be
closed during your stay. We will provide you with a coupon for the full amount
of the original purchase price that can be used for a new reservation at the
same property when it opens. You will receive an email when your coupon is
ready.
On July 19, 2020 Mr. *** contacted Expedia to request a refund as he did not agree with the airline
credit and hotel voucher, he was advised of the flexibility policy for *** Airlines, *** Airlines and *** Hotel. A refund
for his *** Airlines tickets was submitted for a total of $488.40 for both
passengers. The *** Airlines tickets remained non-refundable along with *** Hotel. Mr. *** replied to an email that was sent to
him requesting to forward the email he received in regards to a refund for the
hotel portion, he replied to the email and he included the email. The agent
that assisted Mr. explained the policy and advised that Expedia would not
be able to refund him.
Today, August 16, 2020 I
have reviewed and research Mr. *** request and we regret to inform
Mr. *** that Expedia is not able to honor his refund request.
Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. We hope you understand we must follow the terms and conditions
as dictated by the vendors. 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 Affiliates. The Expedia Companies and the Expedia
Affiliates are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Affiliates have no liability and
will make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
We thank you for allowing us
the opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Karla *** Corporate Correspondence
Team
I booked a vacation package to Hawaii last year in October 2019. I was supposed to fly out on 7/31/20 which puts me in the mandated 14 day quarantine. Due to that I decided to cancel my trip. The firs time I called Expedia they told me they had to use my insurance that I had purchased on the hotel because the hotel was penalizing me for cancelling. I called the hotel and got a different story, they were not doing that because of the pandemic. Every customer was getting their full refund. I called Expedia back and they processed the full refund. I got two e-mails, one for the hotel refund and one for the airline. The hotel refund was refunded in full but not the airline. Called Expedia again to see why I got shorted $264 from the airline. They said that was for the insurance I purchased. The airline didn't need insurance coverage, they were supposed to be full refund. Expedia is adamant to keep their insurance and is punishing its customer for something that is completely out of their control.
August 13, 2020 Revdex.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 flight reservation. We understand
Mrs. is requesting a full refund of her Travel Protection Vacation Waiver for the amount totaled $264.00.
Our records indicate that on November 29, 2019, Mrs. Esquer, or an authorized user of her Expedia account, self-booked a flight reservation using
Expedia’s website, itinerary *** for four travelers. Departure on *** Airlines from San Francisco, CA, United States, to Honolulu, HI on July
31, 2020 and returning on August 15, 2020, with added Travel Protection Vacation Waiver.
In effort to resolve this matter, Mrs. were advised of the Terms and Conditions of your Travel Protection Vacation Waiver, which was also available to
Mrs. at the time of booking and within your booking confirmation email. The Plan is administered by Aon (Travel Guard), and any claims can be
made directly with them at the contact details provided to you in your confirmation email ([email protected]), or by phone at 1-855-266-4973 or
1-516-342-4503.contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342). Our representatives are available 24 hours a day, seven
days a week.
While we regret that Mrs. Esquer’s experience was not as we would have hoped, we cannot offer a refund as the protection cannot be refunded after the 10
days of purchase, which was booked on November 2019.
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
In mid-February I purchased through Expedia two *** tickets from Munich to Prague for travel on 4/28/20 (itinerary ***) and two *** tickets from Budapest to Munich for travel on 5/9/20 (itinerary ***). Both flights were canceled by *** due to the coronavirus. I contacted *** on 5/2/20 and they told me I had to work through Expedia to get my refund, and that Expedia had the mechanism to handle the refund process with ***. I called Expedia the same day. First I was told that they had no way to get a refund from *** but when I told them that *** told me the opposite, they said they did have a way and would put in the request. I got an email from Expedia that said they had reached out to ***. I didn’t hear any follow up so I reached out to Expedia via email on 5/18/20 and was told they hadn’t heard back from *** yet. I reached out to Expedia on 6/2/20 via phone and they said they had not response from *** but that they would follow up again. Now it is 7/20/20 and I still have not received my refund.
August 13, 2020 Revdex.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 flight reservation. We understand
Mrs. is requesting a full refund of both itineraries *** and ***.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Munich, Germany, to Prague,
Czech Republic on April 28, 2020.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Budapest, Hungary, to
Munich, Germany on May 9, 2020.
In effort to resolve this matter, we were able to process a refund for the amount of $733.00 USD for the total of both itineraries *** and
***. The time it takes the refund to post to your account varies, depending on the time it takes the airline and your credit card company to
process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
Refund initiated in April and till today no ownership of the getting the refund processed through the airlines.
Expedia and Sri Lankan Airlines are not taking ownership of the refund and the customer is suffering.
Passenger(s): *** Confirmation number:
August 13, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr.
*** is requesting a full refund due to the COVID-19.
Our records indicate that on February 19, 2020, Mr. ***, or an authorized user of his Expedia account, self-booked a one-way flight reservation
using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Munich, Germany, to Prague, Czech
Republic on April 28, 2020.
In effort to resolve this matter, we verified that a refund for the amount of $1,561.30 USD on July 24, 2020. The time it takes the refund to post to your
account varies, depending on the time it takes the airline and your credit card company to process refunds.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez ***Corporate Correspondence Team
I am being charged a $214.00 USD cancellation fee for a flight that I booked through Expedia. The flight was cancelled due to the Covid 19 pandemic.
I booked and confirmed a flight on *** airlines through Expedia's online services on October 26th, 2019. The flight would leave Cairo, Egypt on May 8th, 2020 at 4:15pm and arrive in Lafayette, Louisiana on May 8th, at 5:18pm. The flight itinerary number was #***.
Due to the Covid 19 pandemic, *** cancelled this flight in early May. I was traveling to Louisiana to see my daughter graduate from Nursing school, so once the flight was cancelled, I missed the graduation and no longer needed nor wanted to travel, with the Covid pandemic happening around the world. Luthansa's website states that refunds will come from the issuing office, so I have been dealing with Expedia.
When I contacted Expedia in early May about a refund for the cancelled ticket, they attempted to issue me a voucher for another flight. This was not acceptable to me, since I have no plans to travel in the next couple of years.
Beginning May 11th, 2020 through May 31st, 2020, I sent several emails to: [email protected] which were never acknowledged.
On June 8th, 2020, I spoke online with Silvia at Expedia Chat. Silvia was helpful, but stated that there would be a $214.00 cancellation fee. I told her that since *** cancelled the flight, that I was not responsible for the cancellation fees.
The cost of the ticket was $815.25 which I paid with my Amazon Visa card On October 26th, 2019. The cancellation fee was $214.00. Silvia processed a refund to my Visa account of $601.25 with a reference number #***. It will be credited back to my Amazon Visa account within the next thirty days. I am requesting that the $214.00 cancellation fee also be credited back to my account since *** is responsible for the cancelling the flight.
I contend that I am not responsible for the cancellation fees due to *** cancelling the flight. I would like the $214.00 cancellation fee returned to me.
August 13, 2020 Revdex.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 flight reservation. We understand
Mrs. *** is requesting a full refund of $214.00 of a cancellation fee.
Our records indicate that on November 29, 2019, Mrs. ***, or an authorized user of her Expedia account, self-booked a one-way flight
reservation using Expedia’s website, under itinerary *** for two travelers. Departure on *** Airlines from Munich, Germany, to Prague,
Czech Republic on April 28, 2020.
When researching this matter we were able to verify that at the time of Mrs. *** cancellation request, the penalty fee of $214.00 was
granted by United Airlines per the fare rules of the ticket and Mrs. agreed to the charge. However, Mrs. is welcome to apply for a refund
of the penalty fee at United Airlines https://www.***; however; we cannot guarantee any approval.
While we regret that Mrs. ***’s experience was not as we would have hoped, we have resolved the request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact
us. Sincerely,Dez ***Corporate Correspondence Team
I paid for a trip to México and due to COVID-19 Mexico closed its borders so my flight was cancelled. I want to get my money back and not a flight credit. I have reached out to the airline company who told me to go through Expedia since that’s who I went through to purchase tickets.
I listen to the news and the airlines and businesses were given bailout money and they want to keep your money. That’s just wrong. I had no control over the COVID shutting things down.
August 18, 2020
Revdex.com
Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding their airline tickets. We understand the customer is requesting a refund in the amount of $1838.88.
Our records indicate the on February 15 2020, the customer, or an authorized user of the Expedia account, self-booked a package for two travelers on Expedia's website, under itinerary ***. The booking included a round trip fare with *** Airlines from GPT Gulfport, MS to Puerto Vallarta, Mexico departing on April 23, 2020 and returning on April 28, 2020 along with a hotel booking at *** All Inclusive, Nuevo Vallarta for 5 nights for a total of $ 2,980.23
Upon review, on March 22, 2020, the customer, self-cancelled the hotel booking and a refund in the amount of $1,141.35 was processed.
After further review, on April 08, 2020 the flights were canceled online using the self-cancel option and an airline travel credit was processed in the amount of $887.44 per passenger based on *** Airlines flexibility policy due to COVID-19 and an email was sent to Mrs. *** advising of the airline travel credit.
We recognize that an airline credit may not be what Mrs. *** was looking for but know that these are extraordinary circumstances that travel partners are trying to work through. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We are still bound by the airline’s terms and conditions and this is the only option that they're providing at this time.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Karla *** Corporate Correspondence Team
I purchased a large trip to Europe though Expedia because generally they are fairly responsive. I understand the covid epidemic doesn't make their job any easier. I booked these tickets a few months ago. Almost all but one place is giving a refund or exchange.
Itinerary # ***
*** Dubrovnik
I see that here on the Revdex.com site it notes to try again so a few weeks ago I tried a second time to get a refund or to change the date. Once again, turned down. The EU set in place a ban on Americans into Europe, we aren't even allowed to fly there, even with this news there refuse to give a refund. I understand under normal circumstances I would be out of luck if I bailed on the trip but I am literally not allowed into the EU. Also, 3 of my family members came down the the coronavirus and 2 of the people meeting me there are from Florida and they just lost their uncle from the Coronavirus. Ethically, it wouldn't make sense to force my way to Europe (even if I could) to spread this virus out of negligence. The refund or the exchange of dates should be simple, I do prefer a cash refund but understand people are struggling in this epidemic so they can keep the money, just give me a credit.
Dear Revdex.com,It has been my pleasure to assist with our customer’s recent Revdex.com Case # ***. Our findings and resolution to the case are listed below.
Findings:
We can confirm our customer made a reservation to stay at *** for July 28-30, 2020 with a change or cancel policy that states:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We have confirmed that the *** when contacted, have advised that they are imposing the non-refundable terms of the booking and have denied a request for a refund.
We also confirm that the booking was active as of the check-in date of July 28, 2020.
Conclusion/Resolution:
We do apologize to our customer for any inconvenience or frustration that this situation may have caused.
Regrettably, as the *** has not authorized a refund for this booking, no credit may be issued to the customer.
Thank you for bringing this matter to our attention and allowing us a chance for resolution.
Best Regards,The Expedia Team
I had a hotel reservation made through Expedia. Due to COVID-19 I decided to cancel the reservation which I did on March 13 at 1:25am. I received an email message from Expedia acknowledging my cancelation and that I would receive a refund of $ 1299.76. I had been told that the refund would appear on my credit card within 3 billing cycles. It has now been 4 months since the reservation was cancelled and I have not received my refund. I contacted Expedia's Customer Service last week and at first I was told there was no refund associated with my itinerary #. Since I had documentation of my refund (an email message from them which I was asked to read to them) they finally seemed to acknowledge that I did have a refund coming to me - but they continue to put me off and tell me that they will get back to me with an answer regarding my refund.
Dear Sir or Madam,
I wanted to inform you that a complaint I filed last week # *** has been resolved. I received an email message from Expedia this morning that the refund I was promised has been processed. I wanted to let you know.
Thank you