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I booked a package trip last July for a trip to the ***es this May 2020 through Expedia. The trip was canceled. I received a full refund from Expedia for the hotel, rental car, and two of the four flights. I have been trying for months to get the refund for the other two flights from PDL to BOS. *** Airlines insists that it refunded the money to Expedia through the *** on May 16, 2020. Expedia cannot or will not look for the refund. The credit card company has also filed a complaint with *** airlines stating that there were four separate flights, and that only two flights were refunded. The credit card company confirms that the credit did not come through. Expedia is responsible for this refund, as *** Airlines refunded them in May.

I have spent the last three months on the phone and with emails to get my refund. I even filed a complaint with the DOT. I even sent an email this week to the CEO and Director of Customer Service at Expedia. They supposedly looked into it, and said that *** Airlines sent me the refund directly. This is incorrect, as even though it shows up on my credit card as a refund from ***, that it goes through Expedia. Expedia charged my credit card, not the airlines.

I just want a refund of my money. I cannot believe that Expedia is putting me through months of torture to gain what is rightfully mine.

Expedia.com Response • Aug 27, 2020

August 26, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package. Our records show on July 19, 2019, Mrs. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Boston, MA USA to ***, Portugal departing on May 14, 2020 and returning on May 23, 2020. The package included a Hotel, Package plan, Collison plan and Car rental with a stay at *** Hotel, *** for a check in on May 15, 2020 and a check out on May 23, 2020, for a total of $3,392.90. We understand Mrs. is requesting that Expedia issue a refund for the missing portion of her airfare. On April 17, 2020, Mrs. contacted Expedia to cancel the package based on an airline schedule change. The Car rental, Package and Collision plan, along with the hotel room were all refunded for a total of $1761.24. On May 6, 2020, Mrs. contacted Expedia to request a refund for the flight reservation, therefore, we sent an email to the airline in order to have all four tickets refunded by the merchant of record ( the entity that charged Mrs. credit card) on this itinerary. On May 26, 2020, Expedia is able to confirm ***, completed the request for a full refund. 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. At the time of booking, Mrs. agreed to Expedia’s Terms of Use: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 August 26, 2020, Expedia received Mrs. dispute document which provided a refund confirmation of $713.40. Regrettably, we must coordinate with *** to collect transaction information as it pertains to the total of $756.26. This is the amount the customer claims is missing from the total requested refund of $1,631.66. The following ticket numbers are for Mrs. records,***, Fare Amount: 356.70 USD***, Fare Amount: 356.70 USDWe emailed *** to validate the refund date and to collect all transaction details for the two tickets from above to best determine if they were correctly refunded. When the airline responds to our request we will send Mrs. an email to her Expedia account address with ***’s findings. 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

Customer Response • Aug 27, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is almost satisfactory to me. It has been determined that *** Airlines believes they refunded me in full. They do not realize that Expedia booked four (4) separate flights. They have only refunded my Capital One credit card for the two flights totaling $713.40. I am still missing the refund from the other two flights of $378.13 twice, for a total of $756.26. I also sent a complaint to Capital One who contacted *** on my behalf. I am attaching the response from *** Airlines to Capital One. Again, please read the letter carefully, as the two amounts do not agree, thus further determining that *** Airlines does not realize there were four flights to refund. I agree with *** Airlines that I did receive two refunds to total $713.40 which was received in May as a credit to my Capital One credit card. Capital One has determined that I DID NOT receive the credit for the other two flights to total $756.26.

I have been working on this refund since May 2020. *** Airlines canceled the flights; therefore, I had to cancel the entire travel package through Expedia. Expedia did return the full amount of the hotel, car rental, and even the travel insurance. I have contacted too many customer service agents at Expedia through the past four months who still do not understand my dilemma. That is why I am escalating this to you and also to the CEO and Director of Customer Service of Expedia. Luckily I am an intelligent woman who will stand up for her rights. $756.26 to me is a large amount of money, especially since my husband just was laid off from his job after 16 years.

I believe that Expedia should be responsible for this refund to me. They can then go after *** Airlines for the amount of $756.26 which is the outstanding refund due me since May of 2020. I suffer from Fibromyalgia, and the stress of standing up for my rights via phone calls and emails has caused me undue stress. Thank you for all of your help in this matter.

Sincerely,

***

***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com

Bad customer service make all excuses to keep you money

NOTE: THE COMPLAINT INVOLVES BOTH EXPEDIA AND A HOTEL. THE NATURE OF THE COMPLAINT IS SUCH THAT THEY CANNOT BE SEPARATED. THIS COMPLAINT IS FOR EXPEDIA ONLY.
1. I needed to send an employee to Mason Ohio for a multi-day project and I needed to put him in a hotel room for the duration of the project. His day of arrival was Saturday, the 28th of March 2020.
2. On Friday the 27th of March I used Google Maps to locate the hotels/motels in the area of Kings Mills Road in Mason Ohio to search for a hotel. I located several and used the menu Google provided to select a booking service (Expedia) that would allow me to check price and availability. This is my normal practice prior to calling the hotel itself. I chose a *** property (*** - Mason Ohio) based on proximity to the job site, cost of the room and the size of the parking lot.
3. At approximately 7:06 PM on Friday evening I called *** to ascertain:
i. Were they open during the COVID emergency?
ii. Was the room I was looking for actually available?
iii. Given that I was unsure if it would 4 or 5 day stay, what was the best way to ensure that the room would be available either way but not get stuck paying for a night we didn’t use.
4. The man I spoke to at the front desk specifically advised me to book for 5 days and they would refund the fifth if we didn’t need it. (March 28, 29, 30, 31 and April 1)
5. I offered to book the room with him directly while we were on the phone. He specifically suggested that I use Expedia to book the room instead of taking the payment card information from me while we were on the phone. He also specifically advised me to select the “non-refundable” option and when I asked what would happen about the last night if we didn’t need it, he said that I could contact Expedia to cancel and that when they called him, he would approve the cancellation. I followed his advice and did what he suggested.
6. On Saturday the 28th at approximately 11:41 AM, I called the hotel to speak to the front desk to make sure they knew that my employee would be arriving within the hour and that it would be him and not me that would be staying in the hotel. I have learned from experience that this avoids confusion and prevents problems.
7. At this time I was told that he would need to present a credit card that would be used to cover incidentals. This was the first time I had been informed of this requirement. I informed them that I was the one who had the card, the employee did not and was told that he would need to provide a $30 deposit. This was the first I had heard about this. I send my employees with cash for the trip to cover daily expenses for food and beverages, but I hadn’t accounted for this in the amount of money I gave him because I hadn’t been told about it in advance. I then offered to simply put it on my card.
8. I was then informed that they would need to fax me a form and that I would need to send it back with a photograph of my credit card and my driver’s license. I told them that I was driving around the State doing estimates, would not be home until after 8:00pm and did not have a fax machine in my car. Moreover, as a business that accepts payment cards I know that sending them a picture of my card and license is a serious identity theft issue and that I would not do that.
9. I was then informed that without the $30 deposit for incidentals they would not check him in and they presented me with a choice between asking my employee to give up eating for a day to cover the deposit, or to send them a photo of my card and driver’s license. I was not presented with any other alternative and was forced to book him into another hotel, which was also more expensive.
10. In spite of the fact that I had booked the room through Expedia following the specific advice of the *** employee and that *** had refused my employee his room, both *** and Expedia refused to refund the $241 paid for the room and both pointed at the other party as the one at fault. In spite of several hours spent on the phone with both companies, mostly on hold, neither one will refund the money.
It is important that I make clear that this is not simply a case of me playing games trying to get the best bargain and then being unhappy that it backfired on me.
I was SPECIFICALLY FOLLOWING the hotel employee’s advice AFTER explaining the situation to him and without those specific instructions and assurances that the hotel employee gave me over the phone I would NOT have selected a “non-refundable” reservation on Expedia.
Moreover, with both *** Properties and Expedia saying that I have to talk to the OTHER party, there is no meaningful dispute resolution process to follow with either one. I realize that I am biased in this but I definitely got the impression that this was an intentional situation that they used to avoid having to resolve any disputes.
I have booked employees into hotels many times and I have never encountered this situation previously. This entire situation is de facto fraudulent in that NEITHER party take responsibility for a problem THEY created and offered no feasible resolution to.

On June 26, I called to cancel my flight and requested to refund the full amount of my flight to the philippines since *** Airline cancelled my flight. Expedia representative they said that they will process my refund request, I also received an email confirmation regarding the refund request. I was aware that it might take up to 8 weeks. I recently called expedia regarding the status of my request and to my dismay, the representative said that it wasn’t processed and I have to wait another 8-10 weeks for my refund to take place. I ask if they can expedite my request since no one ever called me to let me know that it wasn’t processed properly nor even send me an email. I have been waiting for my money since June. Expedia should be more understanding and helpful because $650 is a big amount of money and with the pandemic that we are facing, the refund money would be a great help with buying food, paying rent etc. Informing your customer that they cannot do anything to expedite it and saying that there’s nothing that they can do would really trigger you to be pissed.

Expedia.com Response • Aug 25, 2020

August 24, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.Our records show on December 16, 2019, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Los Angeles, CA to Manila, Philippines departing on July 26, 2020 and returning on August 18, 2020, for a total of $678.01. We understand Mr. is requesting that Expedia immediately issue a refund for his flight reservation.On June 15, 2020, Expedia contacted Mr. by email to request that he contact Expedia to provide his original credit card details. There was an error in completing the refund request due to lack a credit card info on file, therefore, we were unable to send Mr.’s record over to *** Airlines for processing.On June 27, 2020, Expedia received Mr.’s form of payment to add to the refund application prior to sending it over to *** Airlines. On August 18, 2020, we determined that *** Airlines was unable to see the segment added for the credit card info. We then confirmed that the refund application was updated properly and accepted by *** Airlines. Due to the abundance of requests being processed, the refund may be delayed. The time it takes the refund to post to the customer’s account varies, depending on the time it takes his credit card company to process refunds, but it may take up to two full billing cycles.

Additionally, by selecting to complete this booking Mr. acknowledged that he read and accepted Expedia’s Terms of Use.

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.Kindly note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those providers. *** Airlines is the merchant of record (the entity that charged the customer’s credit card) on this itinerary.We understand the processing of Mr. refund request was less than an ideal experience and we recognize the impact it’s had in extending the time frame. Due to the unprecedented number of customers requesting refunds for their travel arrangements caused by the COVID-19 crisis. There’s been significant changes to the normal Airline refund process. However, our agents are working as fast as they can to manage all requests and we’ve pulled team members from other parts of the business to assist in expanding our abilities in handling the volume of requests and to address special circumstances such as adding a (missing form of payment). Furthermore, we have no control of the minimum time frame it takes for an Airline to complete a refund application on behalf of a customer. We are not the merchant of record and we cannot expedite a refund on behalf of *** Airlines.Due to the experience, we have added a $50 Hotel Voucher to Mr. Expedia account it may be redeemed on a future hotel reservation. The coupon is valid until, September 31, 2021. The customer may access his coupon through his Expedia account. In addition, Mr. may review the coupons terms of use before applying it towards a future accommodation. 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 ***Corporate Correspondence Team

Customer Response • Aug 25, 2020

Complaint: ***

I am rejecting this response because:
First, If I did not called back expedia after 8 weeks which they promised that it would take for a refund to process, I might be waiting for additional 10 more weeks. Second, There was no updated nor check back email regarding the process of the refund request. As a third party vendor, we entrust our money to conduct business with the company. We can’t even call *** airlines to transact business with them even though our ticket was through them. We need to discuss it with expedia. Lastly, I don’t see any effort from them to expedite my concern since I already did my part as their customer as per giving out the credit card info. Giving out $50 gift voucher is not enough since we are dealing with large amount of money ghat can be spend with much more important things to buy as food, vitamins etc. Also a $50 hotel voucher wasn’t offered to me by any representative i’ve talked with ever since the pandemic happened. Expedia even told me it’s too early for me to request for a cancellation of my said flight.

Sincerely

I made an error in booking on the Expedia Website. I immediately called expedia and spoke with customer service to attempt to resolve the issue. I was assured that Expedia would contact the merchant and change my booking date and arrange for no expenses to be incurred from the error. I called expedia twice that same day to attempt to resolve the issue. I was ultimately told I had to wait until Monday, because they could not get in touch with the representative from the Hotel on a Saturday. I got an email on Monday saying that Expedia was advocating on my behalf. Today I received email that the hotel had labeled me a NO SHOW, and that I would be charged the full booking. I called Expedia again today to try to understand why I was assured no expenses would be incurred and now they are refusing to assist me in any to recoup this loss.

Expedia.com Response • Aug 21, 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 August 15, 2020 via Expedia mobile app for arrival on August 15, 2020 and departure on August 17, 2020. At the time of booking, the customer agreed to the following cancellation policy:Cancellations or changes made after 6:00 PM local hotel time, Friday, August 14, 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 called immediately to change the date; however, the hotel was experiencing computer problems and we were not able to obtain approval to change the dates after 2 attempts with the property. We were told to send an email request to the hotel. Unfortunately, we were unable to reach a resolution with the property. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.After further review of the customer's request, we have issued a refund in the amount of $381.82 on August 20, 2020. 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

WAY TO GIVE THE RUNAROUND AND PASS THE BUCK EXPEDIA! As a consumer we have numerous options for booking travel...in choosing Expedia I got nothing more than the runaround. Our trip to Las Vegas wa initially booked for three days at The ***. Due to COVID, the hotel was closed and we were re-booked. For the first night, as I used a MYVegas reward, we got moved to ***. For the next two nights that were booked through Expedia, we were moved to *** Hotel & Casino. Expedia did a good job in initially communicating the change, but in talking to a rep on 8/4, we asked if it was possible to have all of the nights at the same hotel, Justin made a few calls but was told it just could not happen. Fast forward, we are now in Vegas. After staying our first night at ***, we checked out, caught a ride to ***, stood in line, and were told we had NO RESERVATION. I showed the hotel manager my emails confirming the details that Expedia provided, and the *** Manager did a few calls and confirmed we were at ***! At the same time the manager was making calls, I tried to call Expedia but got no answer...NO ANSWER! With all of our luggage I had to catch a ride back to ***. At no time did I get any communication from Expedia beyond 8/4. Nothing to communicate anything on an added change being made. This disrupted our day, added unnecessary expense to our trip for back/forth travel and cancellation fees being applied to scheduled events that we were now missing or could not utilize - and it was just so unnecessary. Having called Expedia today to discuss the lack of support given to me after having booked through them, they tried to pass the buck onto the hotel. Told me to call them as they can't (or won't) do anything. They indicated they were not informed of any added change, therefore didn't have anything to tell me. I BOOKED THROUGH EXPEDIA...THEREFORE EXPEDIA SHOULD HAVE BEEN MONITORING THE SITUATION AND PROVIDING ME AN UPDATE. Their lack of respect, accountability, and integrity is alarming as I got NOTHING, no call, no text, and today, no apology!

It took me a few phone calls and messages about getting my refund. every agent told me someone would contact me in 24-48 hours. no one contacted me by email or phone. once it finally got taken care of I got a partial refund because their system doesnt have record of me calling to change the date of my arrival. the customer service here and management were not very helpful in figuring out the issue. I will not be using them again.

I made a hotel reservation done through Expedia.com. (Hotel ***, Copenagen - Jun 15-19,2020 $1500.46). In early March 2020 I called Expedia to see about canceling the reservation. Expedia told me that this was a non-refundable reservation. I did NOT cancel the reservation. I looked back at my receipt from my booking with Expedia and it did not show that the reservation was non-refundable. On 3/15/20 I filed a dispute with Citi Cards about this transaction. On 4/26/20 Expedia replied back to Citi Cards about the dispute with documentation supporting that there was NO refund IF the reservation was canceled. ON 4/26/20 Someone at Expedia CANCELED my reservation - This was done WITHOUT any input from me, nor was any notification afterwards ever sent to me from Expedia saying they had done this.
5/18/20 I found out that the reservation was cancelled when I went onto the Expedia website. I called Expedia and talked with their representative Rebecca. She told me that my reservation had been cancelled back on 4/26/20. She was not able to tell me who had placed the cancellation order. She stated that I would be receiving a call-back within 24 hours from their staff support to answer that question. I never received that call.

Expedia.com Response • Aug 19, 2020

Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customers reserved a room with the Hotel *** in Copenhagen, Denmark on January 5th, 2020. The reservation was due for arrival on June 15th, and departing four days later on June 19th. The customer claims the booking was cancelled without her permission to do so.The customer is asking to be compensated for the full value of the reservation due to the cancellation.Findings:Upon review of the booking details on our side, we found that the customer did contact customer care initially on March 5th. The reason for the call was to request the reservation be cancelled due to an issue with a connecting flight into Denmark. Customer care contacted the property to request a full refund due to the fact the reservation was secured by the customer with a non-refundable rate as agreed to at the time of booking. The property denied the refund request siting the non-refundable policy the reservation was secured with. During the initial contact with the customer, the call was disconnected, and no action was taken on the booking.Our system also indicates the reservation was cancelled on April 26th, 2020, and the customer contacted customer care a second time on May 18th to confirm the cancellation advising she did not request this to be done.Resolution:The booking has been cancelled without a refund in accordance with the non-refundable cancellation and change policy agreed to by the customer at the time of booking.Thank you,Mathew L.Customer Relations SpecialistTell us why here..

Customer Response • Aug 19, 2020

Complaint: ***

I am rejecting this response because:

The action of Expedia cancelling the Reservation on April 26th, 2020 was done WITHOUT input from Me. That was the date they responded to Citi Cards about my dispute.

I NEVER actually stated to cancel the reservation. I had put in the dispute with Citi Cards to have Expedia show proof that the reservation was 'non-refundable', since my records did not show that.

On May 18th I logged into Expedia and found that the Reservation had been cancelled. This was news to me, and that is why I called into Expedia to find out who had cancelled the reservation. It was at that time

I talked with Rebecca and she told me that it had been cancelled back on 4/26/20. This was over 3 weeks prior my discovering this - Remember Expedia never bothered sending me ANY notification that they had

cancelled the reservation.

I had NOT logged into Expedia on May 18th to confirm the reservation had been cancelled, I was logging in to verify the reservation.

reservation. It was a total surprise to me to see that it was cancelled.

Sincerely

I booked a flight in May with guaranteed cancellation through the end of July the flight was for August 11th. When I realized do to cover the everything was going to remain closed I attempted to cancel the flight at the beginning of June exercising my right to use the free cancellation policy with no fee through Expedia. they advised that the cancellation was processed and I thought I would receive my refund. I've been followed up now four times and they advised that the airline has taken control of the tickets so they can't refund me.I've contacted the airline *** and they've advised me that Expedia was the one who collected payment and they are to refund me. I now have several emails from escalated customer service agents and have spent several hours trying to receive my refund and the flight date has passed no services have ever been rendered and I have been requesting a refund since June 2nd. The last contact I received from them was on Monday after I attempted a fourth time to escalate this. I have asked for a refund to my card or even a travel voucher as I need to book a replacement flight. I even advised that I will be able to take an Expedia credit instead of the full refund for the services that hadn't been rendered so that I could book my replacement fight quickly as it's been several months. I reply I get is that they're working on it with the airline but this seems like a dispute between the airline and Expedia as I purchased my ticket from Expedia and I don't know why I have to wait because they can't get a refund from ***. they are stating that you just are canceled the flight all together so they are the ones to refund me but I don't feel like I need to wait when I ask for the flight to be cancelled before the flight was even canceled internally. I have several emails showing they've confirmed the cancellation was processed and I also have several screenshots of conversations with agents trying to fix this. I am on need of my refund and was guaranteed at the time of booking that I could cancel it with a click of a button and that is not what is happening. even when it's mentioned that there was a cancellation guarantee. now Expedia saying because of Kobe did the funds are taking longer and the process is different however I canceled this is a customer that had nothing to do with covid. I just like to cancel and receive a refund as the flight has passed the flight was canceled and I also canceled my reservation and booking two months in advance and have received nothing.

Please let me know if you would like all of the correspondence between Expedia and *** as both companies have been contacted on multiple occasions.

Expedia.com Response • Aug 20, 2020

August 20,
2020

Revdex.com Alaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***

Dear Revdex.com,

Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.

Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is requesting a refund of $1153.91.

Our records indicate on May 10, 2020, Ms. or an authorized user of the account self-booked a roundtrip flights on *** departing on August 10, 2020 from Abuja, Nigeria to Toronto,
ON, Canada, returning on August 25, 2020 via ***.

We can confirm from June 12, 2020 through August 5, 2020, the customer communicated with
CHAT, requesting to cancel reservation. Our representatives reviewed *** policy and per their policy future travel credit are
applicable to basic economy fares until July 21, 2021. New ticket must be
issued by September 30, 2020 and the change fee would be waived any difference
in fare is the customer responsibility. The ticket status was exchanged, our representatives advised the
customer on numerous occasions to contact *** directly. Our representatives emailed *** advising
the customer is requesting a refund

From August 7, 2020 through August 19, 2020, Expedia
emailed *** inquiring on the status
of the refund. *** replied on
August 11, 2020, advising of another email address to forward the refund
request to. Expedia forwarded the email to the new address on August 11,
2020. The customer inquired on numerous occasions
if the issue had been resolved. Expedia replied to the customer emails that we
are waiting for a response from ***. The customer last email reply advised she filed a dispute and a
complaint with the Revdex.com.

After
further review on August 20, 2020, Expedia
verified the original reservation, the fare was charged by ***
as the merchant of record. Expedia
has verified the reservation and the tickets are under control of ***. We confirmed
the email communications with ***
and are waiting for *** to reply and advise on the refund request, since ***
is the merchant of record. If *** authorizes
the refund they will issue the refund to the customer’s original form of
payment.

Please note that Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines, and is subject to the rules and restrictions of
those providers. *** was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. Additionally, at the time of her booking Ms.
*** accepted Expedia’s Terms of Use, which
expressly state:

SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.

Based on above we are not able to honor your request for a
refund. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us. Sincerely, Di-Di
*** Corporate Correspondence Team

We have been told repeatedly that our airline ticket was going to be refunded. Each and every call is 6-8 weeks. There is no end in sight. Our last call on 8/17 indicated it would be 12 more weeks. Our flight was cancelled in April 2020 for a May 2020 trip. The airline has indicated Expedia was refunded already, but we have yet to see a refund back to us. We continue to get the run around and no one can give us a solid answer on when out $1,200+dollars will be refunded! 7077070568654 was the original reservation. We were traveling with a group and all others in the group have been reimbursed. The lack of honesty and integrity in this matter is completely astounding.

Expedia.com Response • Aug 21, 2020

August 20, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that were brought to our attention.

Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.

Upon researching Mr. complaint, we were unable to locate itinerary related to the information provided. The confirmation numbers specified on the complaint and the information provided did not yield any results in our system.

Kindly have Mr. provide the correct itinerary numbers and the email address used at the time of booking so that we may pull up his reservations. This will allow us to research this matter properly and resolve his complaint accordingly.

We thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely,

Melanie ***Corporate Correspondence Team

On 02/21/20, I booked a travel package departing from LAX on 06/05/20, returning from Nadi on 06/10/2020. On 05/01/20, I received an email from *** Airways stating my flight was cancelled and rescheduled to 07/03/20-7/08/20. I did not agree as those dates did not work for me. I was told I would only receive airline credit and should book a flight sometime in 2021. I re-booked my trip to 02/12/21-02/17/21. On 05/28/20, I received an email from Expedia stating that my flight for February 2021 had been cancelled again. On 06/24/20, I contacted *** Airways and explained the airline was the one who cancelled my flight, I re-booked it using the credit for a date in 2021 and the airline again cancelled my flight. I explained to ***, Manager Customer Care at *** Airways that I no longer wish to travel to *** due to the constant changes made by the airline which interfered with my hotel bookings and my requests for vacation at work. Ms. informed me that I would be getting a full refund, not credit, for my airfare but would have to go through Expedia since I booked through them. I was also provided with a code to give Expedia, which authorizes them to request the refund. I then called Expedia and provided the information. The Expedia agent verified the information with *** Airways. When she got back on the phone the Expedia agent said it was confirmed and I would be receiving a full refund. On 07/10/20, I received an email from Expedia stating *** Airways will be providing a credit for future booking. As I previously explained, I did just that but *** Airways cancelled that flight as well. I decided not to travel to *** anymore. I do not want a credit as these cancellations were done by the airline, not me. On 07/15/20, I received an email from Ms.. She stated they received the request for a full refund from Expedia and was in queue to be processed next week. I informed Ms. the Mastercard used at the time of purchase had expired but the refund can still be issued as it was the same bank. On 08/02/20, Ms. replied that their Finance team was updated with my response and the refund would be remitted accordingly. On 08/16/20, Ms. emailed and said Expedia is required to update the Airline with new card details and they cannot process a refund when they can see a card has expired. She did not mention that before. I called Expedia and was told they cannot send new payment information to *** Airways for protection of the client. *** Airways again was told they can issue to the refund to my old card as they did not want to accept my new card information. *** Airways and Expedia have me going back and forth. I'm requesting a full refund of $1,638.50 ($819.25 per ticket). Expedia refunded the hotel portion but airfare has been a struggle. Although the charges to my debit card were made by *** Airways, I submitted my payment through Expedia and I keep getting the run around from both.

Expedia.com Response • Aug 22, 2020

August 21, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. Our records show that on February 8, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airways, traveling from Los Angeles, CA to Nadi, *** departing on June 5, 2020 and returning on June 10, 2020. The package included a hotel stay at *** for a check in on June 5, 2020 and a check out on June 10, 2020, for a total of $2,113.61. We understand Mr. is requesting a full refund for the airfare portion of his package based on an issue with his form of payment. On May 25, 2020, Mr. contacted Expedia to re-book the flight reservation, travel was with *** Airways, traveling from Los Angeles, CA to Nadi, *** departing on February 12, 2020 and returning on February 17, 2020. The record was sent to our ticketing department to issue tickets. Between May 25, 2020 to May 29, 2020, Mr. contacted Expedia to request a change to his hotel reservation. We sent an email to the hotel to determine if the same dates Mr. selected for his flight was available at *** hotel. However, the hotel responded with the February reservation dates are unavailable to book. Therefore, we requested their approval in order to issue a refund. Fortunately, the hotel waived the non-refundable restriction on behalf of Mr..On May 29, 2020, Mr. utilized our website services to access his vacation package where he chose to cancel his hotel stay. Due to the abundance of requests being processed, the refund of $475.11 may be delayed. The time it takes the refund to post to the customer’s account varies, depending on the time it takes his credit card company to process refunds, but it may take up to two full billing cycles.On June 9, 2020, Mr. contacted Expedia requesting a refund for his flight reservation. However, the request was previously sent to *** Airways. We then gave an 8 week timeline to follow-up on the status of his refund request. Between June 26, 2020 to July 16, 2020, Mr. contacted Expedia due to the carrier *** Airways canceling his flight. We contacted *** Airways to follow-up on our past refund request since the application wasn’t acknowledged by the airline. The airline approved our request and they gave instructions on how to proceed. However, the instructions were for issuing changes without a penalty fee. We then contacted *** Airways for their pre-approved refund waiver code. Prior to receiving the airlines response. The airlines flexibility policy was offered to Mr. for airfare credit valid until, December 31, 2021. Although, Mr. stated he spoke to *** Airways and he was able to obtain their waiver code. Instead *** Airways sent an email with their refund link which directed us to their internal website application.On July 29, 2020, Mr. contacted Expedia to inform us that *** Airways rejected his refund request due to his credit cards expiration date. The Expedia security policy dictates we are not permitted to make changes to a customer’s form of payment. With this information, Mr. claimed *** Airways is unable to process the refund without an active credit card. Additionally, by selecting to complete this booking Mr. acknowledged that he read and accepted Expedia’s Terms of Use.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.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those providers. *** Airways is the merchant of record (the entity that charged the customer’s credit card) for the flight reservation.On August 21, 2020, we performed what actions we could by filling out an application for refund on behalf of Mr., directly on *** Airways website. The airline will notify us by email in regards to the status of our refund application. Nonetheless, we acknowledge the experience has been less than ideal and we understand the impact this has had. Furthermore, when *** Airways replies we will send an email to the Expedia account address, providing Mr. with the latest *** Airways details.We understand these unprecedented times, due to the travel suppliers restrictions we are unable to honor Mr.’s 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

Customer Response • Aug 24, 2020

Complaint: ***

I am rejecting this response because:

Although the airline charged my card, I booked my trip through Expedia. I contacted the airline and was told I was entitled to a full refund; however, unfortunately because I went through Expedia, the airline can't process the refund, it needs to be done through Expedia. I shouldn't have to be dealing with the airline myself. Me booking through Expedia means I have hired their services as my travel agent. The primary responsibility of a travel agent is to make the process of travel planning easier for their clients and ensure they experience the best trip possible. Federal law on airline refunds is clear. If the airline cancels a flight, passengers booked on it are entitled to a refund. That applies even if I bought my ticket through a website like Expedia. But Expedia is now giving me the runaround and unlawfully holding onto my money which can be interpreted as grand theft. In their response Expedia contradicts themselves. They state "Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and we are subject to the rules and restrictions of those providers. *** Airways is the merchant of record (the entity that charged the customer’s credit card) for the flight reservation." *** airways already stated that I'm entitled to the refund but must be processed through Expedia. Also, if that's the case, then *** would've been the merchant of record for the hotel portion of my booking. The hotel didn't have to process the refund, Expedia refunded the hotel portion right away. I certainly think that they're not making the effort to do the right thing for their customers. To see a company directly violating U.S. DOT regulations, is really disappointing, particularly a company that I've used for continuously and have earned Gold Member status.

Made a hotel reservation at *** and conference center in Winchester Va through Expedia.com. in April 2020. My credit card was billed for full amount. In August I received a voice mail stating that the hotel was closed but was not from either Expedia or ***. I thought it was a scam. Concerned, I phoned *** several times and never was able to speak with the front desk or anyone because no one ever picked up. I phoned several businesses in the same area that *** was located, and found out that *** University was leasing the building and it was under renovation. Spoke with the university and they did confirm that they had taken over the ***. My attempt to get a refund from either *** or Expedia has been unsuccessful.

Expedia.com Response • Aug 21, 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 March 02, 2020 via Expedia website for arrival on August 22, 2020 and departure on August 23, 2020. At the time of booking, the customer agreed to the following cancellation policy:This booking is non-refundable. The deposit payment is equal to the total cost of the booking and collected by the property within 72 hours of booking. If you change or cancel for any reason, you will not receive any refund.The reservation was booked as a pay later booking meaning that the hotel property rather than Expedia is the billing party on the reservation. As Expedia is not the billing party on the reservation we must contact the property about any refund requests. Customer care was contacted in regards to obtaining a full refund of the reservation on August 6, 2020. Customer care reached out to the property to request a full refund of the booking but was unable to obtain approval from the hotel for a penalty waiver. Resolution:We would like to offer our apologies for any inconvenience the customer may have experienced while trying to reach a resolution.We have spoken with the property and a full refund is being issued to the customer. Unfortunately, as the property is issuing the refund, we are unable to provide an exact refund timeline. Any questions regarding the billing should be directed to the *** & Conference Center.Since the customer will be receiving a refund from the ***, there is no further action required from our side.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team

Expedia provided me wrong information, promised me refunds on the flights cancelled by the (***) airline. However, after 2 months of waiting and Expedia promising there is no need to worry, they are telling me now that I cannot get my refund because the airline is refusing to approve the refund. Note that I contacted the airline 2 months ago before reaching out to Expedia, and the airline told me I can most definitely get my refund, but I have to ask Expedia to contact them because I booked through Expedia.
On 06/23/20, an Expedia agent told me: "I checked all the information and indeed we can proceed with the refund of your reservation, however the refund will be initiated by the airline, so we need to send the information to them." This is aligned with the information the *** airline told me.
On 07/01/20, I got a voicemail from the *** (***) airline telling me my flight has been cancelled, and I need to contact their call center. I did contact the airline in June, and they already informed me about my cancelled flight. They also said in order to process the refund, I need to have Expedia reach out to them.
On 07/03/20, I contacted Expedia about the voicemail and to check status of the refund. The agent said that I can disregard the voicemail because they have already sent out the refund request. The agent also said that it can take a longer time because of the pandemic.
On 07/22/20, I contacted Expedia again to check the status of the refund, the agent told me I have two options, one is the airline credit and the other is refund. And I specifically told them I want a refund. So up to that point, a refund was still promised.
On 07/29/20, I contacted Expedia again, the agent said "I see you would like to request a refund for this flight... I can send them another email now for you."
On 08/16/20, an Expedia told me the refund request is on stage 1, meaning they are "working on the refund codes and uploading that info" to my ticket. The agent also kept me waiting for an hour, then disconnected me as I didn't respond within seconds. I responded within 1 minute per the timestamp.
On 08/17/20, Expedia is saying a refund isn't an option anymore. The only option is airline credit, which I won't be using. I demanded a refund from Expedia because that's what they promised and they kept me waiting for two months. Had they acted in June, I would have gotten my refund already. I repeated contacted Expedia and was promised a refund every single time from every single agent, but now they are not honoring their word. And the customer service agent, who is "the highest on the escalation chain", Mariah, told me I can take it up with Expedia's legal department, and she gave me the address for the legal department.

Expedia.com Response • Aug 20, 2020

August 20, 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 Ms. *** (Revdex.com case number ***) regarding a vacation package.Our records show on December 25, 2019, Ms. or an authorized Expedia account user self-booked flight reservation using Expedia’s Mobile App, under itinerary ***. Travel was with ***-*** Airlines, traveling from St. Petersburg, Russia to Moscow, Russia departing on June 25, 2020, for a total of $1,122.90. We understand Ms. is seeking a refund for the reservation, based on the airline cancellation caused by the Coronavirus Pandemic. On June 15, 2020, Ms. contacted Expedia to cancel her flight reservation and to discuss the possibility of a refund. We informed Ms. that its best to keep the reservation based on ***-*** Airlines non-refundable rules. Therefore, Ms. chose not to make changes at that time. On June 23, 2020, Ms. contacted Expedia to request a refund as per ***-*** Airlines flexibility policy we are required to obtain their approval before refunding. This is based on their booking restrictions. Between June 26, 2020 to July 29, 2020, Expedia sent emails to ***-*** Airlines on Ms. behalf, in order to obtain their authorization. Regrettably, ***-*** Airlines did not respond to our refund request via email.On August 17, 2020, Ms. contacted Expedia to collect the status of her request that we submitted back on June 15, 2020. We then contacted ***-*** Airlines by phone to request their approval to refund $1,122.90. However, ***-*** Airlines declined our request. Therefore, the value of Ms. reservation can be used as a travel credit based on the purchase date. On August 20, 2020, due to Ms. Expedia account details a refund of $1,122.90, was officially processed. The time it takes for the refund to post to Ms.’ account varies, sometime within 30 days’ depending on the time it takes her credit card company to process the refund.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 ***Corporate Correspondence Team

Customer Response • Aug 26, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and I will accept this resolution even though I am extremely unhappy with how Expedia handled this issue. I have screenshots of all the chats with Expedia agents, but when I called, they denied what was communicated until I reached out to Revdex.com. I was ready to file a small claim on the court but Revdex.com saved me the trouble. Thank you, Revdex.com.

Sincerely

hello, I have a reservation on Sept 4-7 from MTY to Cabo. I called internet to add luggage and they informed me the cancellation was cancelled. I called expedia and they do not see the cancellation on their end and are unable to change my reservation with a different airline, I explained to Sophia from expedia that it is not the customers fault that there is a lack of communication between interjet and expedia. MY reservation for MY wedding trip is 2.5 weeks away. It is unacceptable the type of customer service they are giving me. They stated it is not their fault that it was cancelled, and I completely understand that. What I do not understand is why there is a LACK of communication between expedia and their vendor an why they are not doing what they can to fix the customers problem. That is NOT the customers (my) fault. The option they are giving me is to buy a brand new ticket and request a refund, a refund that is not guaranteed, a refund that will turn into expedia credit. I do not feel comfortable ever booking through expedia as they cannot follow through with their reservation, they cannot do something as simple as communicate with their airlines. Expedia should eat that cost, and receive their refund if it ever comes. If I would have not called today to purchase luggage when would I have found out that there was a cancellation? The day of the flight? 2 days before the flight? Expedia states they must email internet but there is not guarantee of when they will respond. Again, my flight is in 2.5 weeks, I booked 6 months ago in order to have a flight with an early arrival. I am not waiting until interjet decides to respond to change my flight because at that point all the decent flights may be taken. The LACK of communication and AWFUL customer service is enough to turn a loyal and very frequent customer away for good.

In August of 2019 we contracted a travel package with Expedia and paid all costs upfront. Our Expedia itinerary ID was ***
The package we contracted was for air flights and hotels for an Iceland trip, for my wife and I, that was to begin on June 24,2020. We were informed by Expedia that the flights to Iceland had been cancelled because Iceland had banned US citizens and our entire trip was cancelled. We requested a refund from Expedia since they had cancelled our contract. Expedia refused to refund us our money and offered vouchers instead, which with the current state of the pandemic, are probably worthless. We were able to work directly with the airline and a few of the hotels to receive refunds since Expedia was of no help even though we had contracted with Expedia and not directly with any of the entities themselves, Expedia should be held liable for the remainder of the contract, which is $1844.30 and we ask your help in retrieving that balance from Expedia.
Thank you

Expedia.com Response • Aug 19, 2020

August 19,
2020

Revdex.com Alaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***

Dear Revdex.com,

Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.

Expedia is
responding to the consumer complaint from Mr. ***, Revdex.com case
number *** regarding a refund. We
understand that Mr. is requesting a refund of $1844.30.

Our records indicate on August 17, 2020, Ms. *** or an authorized user of the account self-booked
two roundtrip flights on *** Airlines departing
on June 24, 2020 from Indianapolis, IN to Reykjavik, Iceland, returning
on July 6, 2020, along with the Flight Protection Planvia ***.

We can confirm on April 11, 2020, the
customer cancelled flight via electronic web form. *** Airlines COVID-19 policy is a future travel
credit. Expedia emailed the email
address on file and advised we issued an airline credit for the flight.

After further review on August 18, 2020, Expedia has verified the
original reservation. The reservation was booked on
August 16, 2019. The tickets were
exchanged on August 24, 2019 and the reservation was cancelled by the customer via
electronic web form on April 10, 2020. Expedia
contacted *** and they advised there are no results in regard to the issuing
or advising of a refund. They were
unable to retrieve any information on the ticket based on the ticket being purged
after 12 months. *** advised they
would authorize a refund for the reservation if they had any changes on or before
the reservation was cancelled. ***
advised on the day of departure the flight departed 60 minutes late on June 24,
2020 and arrived 138 minute after the schedule
arrival time. *** advised the future travel credit is applicable.

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. *** Airlines was the operating carrier and merchant of record (the entity that
received the funds and the company that charged the credit card) on this
itinerary. Additionally, at the time of her booking Ms.
*** accepted Expedia’s Terms of Use, which
expressly state:

SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of travel—related
goods and services that you select. Please
read these additional terms and conditions carefully. In particular, if you
have purchased an airfare, please ensure you read the full terms and conditions
of carriage issued by the travel supplier, which can be found on the supplier’s
website. You agree to abide by the terms and conditions of purchase imposed by
any supplier with whom you elect to deal, including, but not limited to,
payment of all amounts when due and compliance with the supplier's rules and
restrictions regarding availability and use of fares, products, or services.
Airfare is only guaranteed once the purchase has been completed and the tickets
have been issued. Airlines and other travel suppliers may change their prices
without notice. We reserve the right to cancel your booking if full payment is
not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent contractors
and not agents or employees of the Expedia Companies or the Expedia Partners.
The Expedia Companies and the Expedia Partners are not liable for the acts,
errors, omissions, representations, warranties, breaches or negligence of any
such suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Partners have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.

Based on above we are not able to honor your request for a refund. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di
*** Corporate Correspondence Team

Customer Response • Aug 20, 2020

Complaint: ***

I am rejecting this response because:

Expedia absolutely lied to
you. We never cancelled our flight to Iceland and the flight never
took place. The flight was cancelled by *** and Expedia
fraudulently sent us an email saying that we had cancelled our
flight. Expedia then tried to force us to except a one year voucher
which we immediately refused (document included). We then contacted
*** directly and since *** cancelled our flight they eventually
refunded our money. We have proof that *** cancelled the flight
(document included) and Expedia fraudulently claimed that we
cancelled the flight. In fact Expedia acknowledged our flight was
cancelled (document included) So, Expedia lied to you twice . First
stating that we cancelled our reservation and second that the Iceland
flight took place, which it did not. There were no U S flights to
Iceland due to the pandemic. US citizens were banned. They lied to
you about things that are demonstrably false.If you look at my original
complaint, you will see that I never asked for any kind of flight
resolution, I only wanted a refund for hotel costs that we could not
get refunded by contacting the hotels directly. Expedia sold us
hotel rooms that could not be used due to the pandemic, took our
money, and refuses to refund it to us. I call that fraud. Expedia
said in their statement to you that we signed a document saying they
were not responsible for returning our money when it was impossible
to travel to Iceland. I want to see proof that I signed such an
agreement. Remember they fraudulently sent us a document, and told
you, that we cancelled the flights. How can they be trusted?If it is true that Expedia
can take a persons money and then refuse to refund that money when
the customer is banned from traveling by the government and take no
responsibility for their actions, they should carry a large warning
on their site as a warning to consumers.

Sincerely

Expedia.com Response • Aug 26, 2020

August 26, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com *** consumer rebuttal
from Mr. ***. We thank you for the itineraries to further
our investigation. We are again responding to Mr.’s complaint regarding
the refunds for cancelled hotel reservations.Our records indicate on August 16, 2019, Ms. *** or an authorized user of the account self-booked a two night stay at *** by *** checking in on June 25, 2020, checking out on
June 27, 2020, via ***.

We
can confirm on June 25, 2020, the hotel
replied to our email and advised, “Unfortunately we are unable to refund any
non-refundable bookings. However, we are offering all of our guests to receive
a voucher, valid for 2 years at any *** hotels property. The original booking
will be used as credit towards alternate dates.” Expedia emailed the customer
advising the hotel declined a refund but offered a voucher for two at any of
their properties.

Our records indicate August 17, 2019, Ms.
*** or an authorized user of the account self-booked a two night stay at *** checking in on June 29, 2020, checking out on July 1, 2020,
via ***.

We can confirm on the hotel responded to
our request for a refund as follows, “As for now, we would like to offer Mr.
*** to reschedule his stay with us free of charge for any other
date, depending on our occupancy or to receive a virtual gift certificate that
can be used until 2023. If Mr. *** decides to move his booking to
the winter season (15th October – 15th May) we offer one additional night free
of charge.”

Our records indicate on August 17, 2019, Ms.
*** or an authorized user of the account self-booked a one night stay at *** Hotel *** checking in on July 1, 2020, checking out on July 2,
2020, via ***.

We can confirm on June 10, 2020, the hotel replied, “ We cannot offer refund on
this reservation because it is made on non-refundable rate. We can on the other
hand offer to change the dates on the booking within 1 year of the original
reservation due to the situation”

Our records indicate on August 17, 2019, Ms.
*** or an authorized user of the account self-booked a two night stay at *** checking in on July 2, 2020, checking out on July 4,
2020, via ***.

We can confirm on June 11, 2020, Expedia emailed the customer advising, “This email is to inform
you that hotel *** denied refund request but they will
allowed to use the amount paid $622.44 as credit to reschedule your date within
one year from original check in date July 02nd, 2020 to July 2, 2021”

Our records
indicate on August 17, 2019, Ms. or an
authorized user of the account self-booked a one night stay at Hotel *** by
*** checking in on July 4, 2020, checking out on July 5,
2020, via ***.

We can confirm on June 10, 2020, the customer called to cancel the hotel and get
refund since the flight was cancelled due to Covid-19. Our representative contacted the hotel and was
advised to send them an email.

After further
review on August 26, 2020,– Expedia
has reviewed the details of the Expedia account and itinerary numbers the
customer is requesting a refund for. The
hotels in question have all denied refunding the reservations and have offered
the customer an opportunity to reschedule the reservation, with the exception
of Hotel *** by *** itinerary
number ***. They have to further
investigate to cancellation request and will advise Expedia after their
investigation.

Based
on the above Expedia is not able to honor a refund request for the itineraries
in question, the customer can reschedule the hotel reservation as the hotels
have advised. Hotel *** by ***, itinerary number *** is further
investigating and shall contact Expedia and advise. Thank
you for allowing us to address this matter further. If you have any further questions or concerns
regarding this matter, please feel free to contact us.Sincerely,Di-Di ***Corporate Correspondence Team

Customer Response • Aug 30, 2020

Complaint: ***

I am rejecting this response because:

I still believe that Expedia should be
responsible for the $1844.30 that we have not been reimbursed for our
trip to Iceland which was cancelled due to the pandemic. In Expedia's
last statement they said we had accepted vouchers or re-booked one
hotel and while that is true, we had no choice. Expedia told us that
if we did not accept the vouchers by the date of the original booking
we would receive nothing. We were essentially blackmailed into
agreeing to the vouchers or losing everything. We had no time to
dispute this. As you can see Expedia is terrible to work with.Also, I can not understand how a
company can accept money for a service or product and not return the
money when the product/service can not be delivered. If I ordered a
product or service from a company and paid up front to the business
and that item/service became unavailable the business wound need to
return my payment or be liable for fraud. Why is Expedia not held to
the same standards as other companies. I am also in the process of
filing a complaint with the Attorney General for Washington State and
I will include all of the Revdex.com interactions and our documents that
show Expedia lied about us cancelling our flight to Iceland.Also, consumers need to be warned about
Expedia's business practices.

Sincerely,

***

***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com

Have not received a refund ($794.99) of hotel purchase as part of a vacation package.

Purchased vacation package from Expedia on June 26, 2019, Itinerary # *** for $5730.89
included airfare and hotel accommodations, with no breakdown of the price for each, because it was
a package. In late May 2020, received notification that our flight had been cancelled. After spending
hours on the phone, without the option of having them take care of the problem and call us back or
taking care of it by e-mail, the airfare was cancelled and refunded. At that time we were told that we had to
wait for the refund on the hotel because they were only issuing codes, that Expedia needed, through the
end of June and to call in a couple weeks. Called back June 19, spent another hour on the phone,
only to be told they still did not have the codes, but they would follow-up on Monday and e-mail us within 72
hours. After waiting a week and not hearing from them, called again on June 26, spent another hour on
the phone and was told they were not issuing refunds. This is regardless of the fact that we purchased
a vacation package, that the flight was cancelled and refunded, and even if we could have purchase airfare
elsewhere, the Netherlands was not allowing visitors from the United States because of COVID-19.

For those reading this for information on how Expedia treats its customer, their customer service is
awful. The first time they switched our flight, we spent over eight hours straightening it out. As mention
earlier you can't e-mail them, can't call them with the problem and have it solved without staying on
the line, if you get disconnected you can end up starting the process all over. All the customer service
people we dealt with were polite, however about half we found hard to understand. We did find that
if we called before 6 a.m. that wait times were less than a hour and problems could be dealt with quicker.

Expedia.com Response • Aug 27, 2020

August 27, 2020

Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***

Dear Revdex.com,

Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.

Expedia is responding to the consumer
complaint from Mr. *** (Revdex.com case
number ***) would
like a refund. We understand
that Mr. is requesting a refund
of $794.99 for the hotel portion of the reservation.

Our records indicate on September 26, 2019, Mrs. *** or an authorized user of the Expedia
account self-booked two round-trip flights on *** departing on July 10, 2020
from Sarasota, FL to Amsterdam, Netherlands, returning on July 28, 2020, with a
five night stay at *** Hotel ***, via ***.

We can confirm on May 14, 2020, the customer received an email that her flights were changed to a
10:30 am but the original flight is operating so the customer wanted to
be place on the original flight. The
call was disconnected. The customer called back advising she had been disconnected while being transferred
to the Schedule Change Department. The customer wanted
the same flight which was originally booked. The customer advised she called *** and they advised the flight was
available. The customer wants
to have the same flight which she had originally. The customer had a round-trip and there was a
schedule change. The protection was
offered and the tickets were re-validated. Our representative contacted *** and they advised the flight the
customer wants are not available but gave a different flight. Our representative advised the customer that
the flight was not available and offered the available flight and the customer
agreed with the change at no additional cost.

On May 27, 2020, Expedia emailed the
customer advising the airline had a schedule change and the flight is no longer
available. The customer responded and
asked to be refunded.

On June 2, 2020, the customer
called in to cancel the hotel reservation. Our representative contacted the hotel and
was advised there was no policies available for the month of July. Our representative asked the customer to call
back sometime towards the end of June. The *** Airline refund was submitted for
$ 4,935.90. The customer called back on June 19, 2020, wanting to know if
it was possible to cancel due to COVID-19, he had
been previously advised to call back and ask for new policies. Our representative called the hotel and they
advised as of that call the reservation was non-refundable but advised they should
have a new policy on Monday. The customer
called back on June
26, 2020,our representative called the hotel and they advised they are not offering refunds they are offering to keep the
credit until December 2021. The customer
asked to escalate the call. The call was
escalated and the Supervisor advised the hotel policy is not allowing a refund
for the reservation but the hotel is allowing the credit for the hotel to
remain available until December 2021.

After
further review on August 27, 2020, Expedia reviewed the Expedia account, *** Airline record,
the hotel reservation and notes on the account. The *** Airline reservation was fully refunded on June 2, 2020 for
$4935.90. The hotel reservation was
booked as a non-refundable reservation. The hotel advised they will not authorize a refund but will allow the customer
to use the credit until December of 2021 for rebooking.

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. Additionally, at the time of booking Mrs. accepted Expedia’s Terms of Use,
which expressly state:

SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.

Based on the above we are not able to honor the request for refund. We thank you for allowing us the opportunity
to address the issues brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di
*** Corporate Correspondence Team

Customer Response • Aug 27, 2020

Complaint: ***

I am rejecting this response because:

I stand by what I first wrote.

Sincerely,

***

***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com

I had flights booked through Expedia for April 11-18 from CAE to MIA and return flights as well. Due to COVID-19, the trip was cancelled. Policy #: ***, Itinerary #***. I was told I could only receive future flight credits. Since the booking required two different airlines, it will make it increasingly difficult to re-book the trip with no loss to me. I want to request a refund so that I can re-book my flights to meet my schedule demands. Expedia has refused. I paid Expedia and not the airlines so Expedia should be responsible for getting my refund processed. The cancellation was required by no fault of my own and I had no choice in the matter, therefore, the damages to myself are not due to my negligence.

Expedia.com Response • Aug 20, 2020

August 20,
2020

Revdex.com Alaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***

Dear Revdex.com,

Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.

Expedia is
responding to the consumer complaint from Mr.
***, Revdex.com case number *** regarding a
refund. We understand that Mr. is requesting a refund of $1335.99.

Our records indicate on February 12, 2020, Mr. or an authorized user of the account self-booked two combined
one way flights, the outbound flight was on ***
Airlines and departed on April 11, 2020 from Columbia,
SC to Miami, FL, returning with *** on April
18,2020 along with the Cancellation Plan via ***.

We can confirm on March 25,
2020, the customer cancelled both airline reservations via electronic web form. Expedia emailed the email address on file
that each cancellation created an airline credit for the flight.

On April 7, 2020 and August
17, 2020, the customer communicated with online CHAT requesting a refund. Our representative reviewed the
details of the airline policy and advised the rules future travel credits with each
airline. Our representative advised no refund was allowed.

After
further review on August 20, 2020, Expedia
verified the reservation was cancelled by the customer on March 25, 2020. Expedia called *** Airlines and they
advised the future travel credit is correct, they stated nothing happened with
the flight that would make it refundable. Expedia contacted *** and they advised the travel credit is applicable
to the cancellation. A schedule would
have to be changed by two hours or more for them to consider a refund and the
refund does not apply to this reservation. The customer needs to contact our Customer Service Department at 877-227-7481 to
exchange the tickets. The Cancellation Plan is only refundable if cancelled within 15 days of it being added to the reservation.

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. *** Airlines and
*** were the operating carriers and merchants of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. Additionally, at the
time of his booking Mr. accepted
Expedia’s Terms of Use, which expressly state:

SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide:The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond
their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.

Based on above we are not able to honor your request for a
refund. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any
further questions or concerns regarding this matter, please feel free to contact
us. Sincerely, Di-Di
*** Corporate Correspondence Team

On 12 March, I booked a trip to Arcata, CA from San Antonio TX for 25-29 June. The event I was going to attend was cancelled due to COVID so I cancelled by flight reservations. Additionally, Texas was requiring people to self quarantine for 14 days if they traveled to CA. Expedia gave me a credit, but I asked for a refund since I have no desire to travel by air due to COVID and my respiratory issues (disabled veteran). Expedia responded that the refund approval was up to *** Airlines and submitted a refund request on my behalf. *** Airlines responded saying the refund approval is up to the travel agency (Expedia). When I got back with Expedia I was told I cannot get a refund since it did not meet United's refund policy. So I'm stuck in the middle with Expedia referencing United's refund policy and *** stating Expedia has the final say.
Expedia itinerary number:

Expedia.com Response • Aug 19, 2020

August 19, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***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.Our records show on March 12, 2020, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from San Antonio, TX, to Eureka, CA departing on June 25, 2020 and returning on June 29, 2020. The package included a vacation waiver, two hotel rooms and a car rental with a stay at ***, for a check in on June 25, 2020 and a check out on June 29, 2020, for a total of $3,030.66. We understand Mr. is seeking a refund, based on the canceling the *** Airlines flight related to the Coronavirus pandemic. On May 4, 2020, Mr. utilized our website services to cancel his package reservation. Therefore, our system refunded a total of $1704.88, for the refundable hotel rooms and car rental. It may take up to 30 days’ for the refund to post back to the customers original form of payment, depending upon Mr.’s financial institution. On May 29, 2020, Mr. contacted Expedia to request a refund for the cancelled flight reservation. However, *** Airlines Coronavirus flexibility policy available on their website indicates that Mr., was issued a Future Travel Credit. Regrettably, *** Airlines stated Mr.’s flight doesn’t qualify for refund. But the penalty fees will be waived until, December 31, 2021. This is based upon *** Airlines non-refundable restrictions. Furthermore, Mr. may visit *** Airlines website to review United’s specific flexibility policy for his confirmation.https://www.*** At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override airline processes.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 April 7, 2020, Mr. contacted Expedia to discuss the *** Airlines flexibility policy. The customer stated he received an email from *** advising him that his refund request was rejected. We then provided the *** Airlines flex policy as it pertains to voluntary cancellations. The penalty fees will be waived until, December 31, 2021, however, the difference in cost will be collected during the re-booking phase. In addition, Expedia is a third-party intermediary with travel providers such as hotels, car rentals, and airlines. We do not own or operate any airline and we have no control over the refund decisions on behalf of *** Airlines. Expedia cannot provide a refund unless approved by *** Airlines and we must adhere to the airline’s policies.While we understand the (COVID-19) situation has caused significant travel disruptions. Due to the information provided above, Expedia is unable to honor Mr.’s 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

Customer Response • Aug 20, 2020

Complaint: ***

I am rejecting this response because:

Expedia states: "At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override airline processes."

*** Airlines states: "We are sorry to learn you were unable to use your ticket as initially planned. We are unable to honor your request because the fare you purchased is an agency issued Bulk Fare used for contracted space on a flight. It is a highly restricted fare and all refund claims must be directed through the contracted travel agency. Please contact the travel agency where you purchased the ticket to claim any refund due." (I can forward the *** email upon request).

So, on one hand Expedia is stating they cannot provide a refund because they follow airlines processes. On the other, *** Airlines is stating refund claims must be directed through Expedia. Both sides are saying the authority to refund is at the discretion of the other. Again, I did not want to cancel my trip but the event was cancelled due to COVID. Considering the travel restrictions my home state enacted (self quarantine for 14 days upon returning from CA) and the fact that I have a VA disability due to respiratory issues the sound decision was to cancel. I was extended credit through Dec 2021 but that is no guarantee that COVID complications will be eliminated by then and, furthermore, I have no intentions of flying in the future due to the possibility of exacerbating my medical condition.

Sincerely

Expedia.com Response • Aug 21, 2020

August 20, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear he wasn’t satisfied with our response and/or resolution offered. We reviewed Mr. response, Expedia understands that Mr. contacted *** Airlines and he’s claiming the airline has stated his refund request is determined by the travel agency. However, *** Airlines has control over Mr.’s future travel credit extension from December 31, 2021 to 24 months from original purchase date. In addition, *** Airlines has a waiver in place in order to permit a change without a penalty fee, due to the pandemic. Furthermore, Expedia is required to consult with *** Airlines regardless of the Special Vacation Airfare purchase. On August 20, 2020, Expedia contacted *** Airlines to request a full refund on Mr.’s behalf. Regrettably, *** Airlines stated Mr. chose to cancel the flight reservation which does not align with one of these following refundable circumstances,1)*** Airlines canceled the flight and no alternative flight was offered.2)Schedule changes occurred that reached beyond 2 hours.Although, we do understand Mr.’s extenuating circumstances *** Airlines cannot issue a refund to Expedia for a voluntary cancellation. Therefore, Mr.’s travel credit is upheld for future use by the airline. We are unable to provide a refund without *** Airlines approval as explained from above. 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

Customer Response • Aug 24, 2020

Complaint: ***

I am rejecting this response because:

1. You state I "chose to
cancel the flight reservation which does not align
with one of the two refundable circumstances". I could understand the rejection of my refund request if this were ordinary circumstances, but it was not. There is no certainty when COVID restrictions will be lifted and there is no guarantee that people with respiratory issues could safely fly again.

2. You stated I "claimed the
airline has stated his refund request is determined by the travel agency" To back up this claim, I've attached the correspondence I received from *** Airlines (see attached). It states, "Please contact the travel agency where you purchased the ticket to claim
any refund due." Therefore it seems to me that the airlines is putting the power to refund in Expedia's hands.

3. Finally, who holds the funds I paid for this flight? And who stands to gain if I cannot use the flight credit? Certainly not the customer. Again, if this were ordinary times I could understand the no refund. Instead, I have Expedia citing behind *** Airlines policy and *** Airlines passing the buck back to Expedia. In the end, the only one losing is the customer and I can assure you this customer will not make the mistake of using Expedia for any future travel or accommodations. Shame on you.

Sincerely,

***

***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY Revdex.com

They refuse to give me a refund for a trip cancellation due to the pandemic.

Expedia.com Response • Aug 19, 2020

August 19, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia #: ***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.Our records show on May 16, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s Mobile App under itinerary ***. Travel was with *** Airlines, traveling from Louisville, KY USA to Oranjestad, Aruba departing on September 18, 2020 and returning on September 25, 2020, for a total of $1,984.20. We understand Mr. is seeking a refund, based on the canceling the *** Airlines flight due to the Coronavirus pandemic. On July 19, 2020, Mr. contacted Expedia to request a full refund for the flight reservation. The customer claimed he found a policy that indicated the *** flight is refundable. However, we provided Mr. with the following cancellation policy,*** Airlines Policy: Tickets are nonrefundable, nontransferable and name changes are not allowed. On August 17, 2020, Mr. contacted Expedia to request a refund for the cancelled flight reservation. However, *** Airlines flexibility policy available on their website shows that Mr., was issued a Future Travel Credit. Regrettably, *** Airlines stated Mr. flight doesn’t qualify for refund. But the penalty fees will be waived before July 27, 2021. This is based upon *** Airlines non-refundable restrictions. In addition, Mr. requested to use the future travel credit towards other Expedia travel products. Then he requested that we permit the use of the airfare credits for other passengers. We cannot remove credits issued by *** Airlines and these credits are specifically linked to the original passengers booked back on May 16, 2020. Furthermore, Mr. may visit *** Airlines website to review ***’s specific flexibility policy for his own confirmation.https://www.***.com***At Expedia, we follow the policies of our partners, so any credit, refund or change is at the discretion of the travel provider. We act only as an agent for the airlines products and we do not have the authority to override airline processes. Additionally, *** Airlines is the merchant that collected Mr. funds.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.We are a third-party intermediary with travel providers such as hotels, car rentals, and airlines. We do not own or operate any airline and we have no control over the refund decisions on behalf of *** Airlines. Expedia cannot provide a refund unless approved by *** Airlines and we must adhere to the airline’s policies.In regards to the *** flight credits the difference in cost will be collected during the re-booking phase, Mr. may contact the following number (877) 227-7481, for re-booking assistance. While we understand the (COVID-19) situation has caused significant travel disruptions. Due to the information provided above, Expedia is unable to honor Mr. 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 ***

*orporate Correspondence Team

The worst reservation company an online site up I've ever used the customer service is a joke they canceled my reservation and took my money THIS IS THE SECOND TIME THE FIRST TIME I HAD TO WAIT 30 DAYS FOR A REFUND even when they canceled the reservation that I made they still make it a hassle and try taking your money

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