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Expedia.com Reviews (%countItem)

I made a bundle package purchase thru Expedia called them numerous times just for the calls to be dropped and waiting countless hrs just for an agent to answer then for them to put me on hold for more than 30min and for the call to drop while I waited on hold with no call back after call was dropped countless times also emailed them with no response tried chatting online and nothing. All I wanted to do was change my reservations to another date cause of Covid-19 since our family vacation was set for March21- March 27 but obviously with this virus we no longer wanted to go. I paid over $7,000 for this trip for them not to get back to me. Me and my wife called over 100 times

Expedia.com Response • Mar 25, 2020

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Customer Response • Mar 25, 2020

Complaint: ***

I am rejecting this response because:

Sincerely,

***

I reject Expedia response because I have called countless times and been on the phone countless hours just for an agent to hang up on me or drop calls without calling me back and also being rude cause they obiviously do not care which is really frustrating I understand that you guys have been swamped with calls and complaints but as a long time customer to Expedia I have never ever been so angry and disappointed and will no longer use Expedia ever again due tonthis matter. It's more frustrating when you have been waiting on the phone for hours for the agent just to get your info then drop call and promising they will call you back if call drops due to high call volume and no call back and nothing has gotten resolved and now past the dates that I was supposed to be on vacation. I want a full refund. I worked so hard save the money that I have spent on this trip for you guys just to not care and lose my money no way. I also recieveied an email saying I would get a response in 48hrs as to what was going to happened and nothing haven't received anything from you guys. PLEASE I JUST WANT MY MONEY BACK. I'm a father of 5 children that we're looking forward for this trip and due to the circumstances of the virus we couldn't go cause I didn't want to put my family in danger and now just asking for you to give me my money back.

Expedia.com Response • Apr 09, 2020

April 9, 2020

Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department

Re: Expedia Case #: ***
Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a package reservation.

Our records show on February 26, 2020, Mr. booked a flight reservation over the phone with an agent. The trip start date was set for March 21, 2020. We understand from Mr.’s complaint, they would like to be refunded since they were unable to use the reservation due to Covid-19 and were unable to reach Expedia even before travel was set to begin.

Upon researching the customer’s complaint, we contacted the airline and were informed that the customer was able to contact them directly and changed the flight reservation without being charged any fees. I also checked the reservation history for the hotel. The hotel previously mentioned they were willing to change the reservation to a different date on their system. We ask that the customer contact us so he may provide us with the dates they wish to change the hotel reservation to

Expedia’s goal is to provide an exceptional customer experience. As you may know Expedia is a third party intermediary and as such we must follow the vendor’s rules. Before a customer completes payment on our site, they are provided with the Terms of Use, which Mr. accepted. A portion of the terms are provided below and may provide additional useful information in this case.
SUPPLIER RULES AND RESTRICTIONS

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 do regret any inconvenience Mr. has encountered in resolving this matter. 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,

Daniel *** Customer Correspondence Team
1-800

I have booked a bundle vacation through Expedia for March 25 2020. Due to the covid-19 we are not able to go because of hotel closing flights being cancelled and of course the safety of our family with toddlers. It has been impossible to get a costumer service agent to cancel and get our money refunded since the hotel closed! I have been trying to call for the past week, first they didn't take the call because it wasn't within 72 hours of travel and now I have been on hold several times for 3, 4, and even 8 hours!!! After the long waits you don't speak to anyone they just hang up! This is frustrating! I contacted the airline without a problem got a full refund and the hotel told me they would give a full refund since they close but it will have to be through Expedia. I need to speak to someone to solve this issue ridiculous waiting times even at 3am are they even working or they are just taking people's money and putting them on hold!

Expedia.com Response • Mar 25, 2020

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Customer Response • Mar 26, 2020

Complaint: ***

I am rejecting this response because:

Sincerely,

***

I keep calling Expedia and they keep me on hold for hours and then they hang up. Yesterday I was on hold for 12 hours and they just disconnected me I never got the chance to talk to anyone. My reservation was for 3/25/2020 I have been calling and emailing since 3/20/2020 but I had to wait for 72 hours prior to my trip, so I waited and been calling and emailing since Monday 3/23/2020 just to not have anyone answer the call after waiting for 2,4,8 and even 12 hours! I was able to contact the airline to cancel and get a refund on my flights without a problem. I also contacted the hotel they said they were canceling my stay since the hotel decided to close down for the corona virus on the days that we were supposed to stay, they say the refund will be through Expedia since they are the middle person! Also I spoke to the shuttle person and told me that they will also refund Expedia without a problem. However I cannot get in contact with Expedia thru email or phone call and my trip was supposed to be yesterday. Their website does not give me the option to cancel or refund or anything.

Expedia.com Response • Apr 09, 2020

April 9, 2020

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

Dear Revdex.com,

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

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund. We understand that Ms. is asking for a full refund.Our records indicate on February 12, 2020, an Expedia representative booked Ms. *** or an authorized user of the account booked four round trip flights on *** departing March 25, 2020 from Orlando, FL to Cancun, Quintana Roo, Mexico returning on April 1, 2020 along with a seven night stay at *** by *** Cancun - All Inclusive, along with ground transportation, via ***.

We can confirm on March 26, 2020, our representative called the hotel but it was closed and their voicemail said they will reopen on June 1st 2020 due to COVID19. Expedia sent the customer an email advising the hotel denied the request for refund.

On March 27, 2020, the customer called about the hotel and advised that the hotel approved a refund for her via text.

After further review on April 9, 2020, Expedia called the hotel and their main office picked up and advised that the hotel was closed. They advised that we could send them an email. Expedia sent email to the hotel asking for a refund for the reservation. The flight reservations were cancelled on March 25, 2020. In review of *** Airline COVID19 policy it states, “tickets normally expire one year after purchase, but we’re providing waived change fees and greater flexibility to travel through May 31, 2022, for customers who have existing canceled travel from flights in March, April or May 2020”. Whenever the customer is ready to change the date on the tickets, she can contact our customer Service Department at 877-***.

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

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team

Customer Response • Apr 15, 2020

Complaint: ***

I am rejecting this response because:

Sincerely,

***

Complaint ID. Submitted on 3/24/2020 against Expedia.com.

Expedia Case #: ***

Dear Revdex.com.

Thank you for taking the time to help us resolve our issue.

After reading through the response from Expedia it's obvious to us they're hidding the fact that they have truly failed to investigate the matter or even properly contact the parties involved to resolve the issue in a form other than to their own convenience, which is exposing the fact that they are unable to handle the overwhelming demand for refunds at this time and are understaff in a way that they have decided to bluff the Revdex.com with their apparent apologetic polite verbatim.

Expedia has no resources available at this time to do the proper investigation required or else they would have know at the time of their response to the Revdex.com that we "the customers" have gone over their heads already and obtained a full refund from "*** Airlines" since 3/25/2020 because Expedia left us on hold for 16hrs plus without answering (and we have proof). Because they are unreachable to solve the issues like they are suppose to giving customers the ability to obtain a full refund cancel or reschedule if they so please, instead of steering their customers to a more convenient resolution for Expedia telling us to contact them only within 72hrs prior to date of travel and never answer when you call.

In this case they are playing the middle man game card where they claim that the hotel in this case *** of the *** chain of hotels and all the other vendors are refusing to refund us, their customers, but it's obvious that they have not reached out properly to any of the parties involved or they would have known that we have already received a full refund from "*** Airlines" of $1141.44 for the plane tickets without questions or hassles because of the Corona pandemic, and quite frankly in a time of crisis like this we shouldn't have to be worrying about the insensitivity of Expedia making us focus on this instead of keeping our family safe.

We have contacted the shuttle transportation company in Mexico and they are ready to issue a full refund and are waiting for Expedia to request the funds, and we have called the reservations department for *** by *** directly in *** Mexico as well, and they have advised us to have Expedia contact their accounting area and marketing, and send the request for the funds as this is the only way they will issue the refund, only through Expedia.

We have contacted *** by *** and have advised them that we have seeked legal counsel and were told that if there were any contingencies in their contractual agreement that may prevent or insinuate in the least that they can't issue a refund to us it would be invalid at this time as they are the ones at breach here by closing their hotel from March 23rd to May 31st 2020, canceling all their guests reservations in this case ours (March 25th to April 1st, 2020). They are obligated to do as the customer requests and fully refund the money or face legal consequences and public shame.

Basically saying: The vendors here involved in this issue are ready and able to resolve our issue in a way that it's favorable to all parties, but Expedia it's in the way and it's failing to truly make an effort to contact properly these entities to process our refund.

Expedia it's hidding behind their fake façade with their apparent diligent apologetic polite verbatim. If they really wanted to resolve this issue by getting us our refund, they can do it! But they are understaff and do not want to dedicate the human resources necessary to get this done properly until they realize they're facing public scrutiny and financial lost.

They're dealing with someone who is willing to take it all the way, exposing them. They have lost a customer forever. We will never be dealing with Expedia ever again for our travel needs and we will make sure to post our experience with them on all social media outlets and friends alerting people of Expedia's insensitivity and shady practices during this critical time of need for everyone.

Further more we have reached out to our credit card company to dispute the charges.

Att: ***.

Expedia.com Response • Apr 22, 2020

April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. complaint regarding request for a refund. Ms. advised she has been refunded by *** Airlines and the Shuttle Company. Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. We understand that *** Airlines and the transportation company has issued Ms. a refund. On April 9, 2020, Expedia emailed the hotel and received a response back. The response required clarification, the hotel was emailed again on April 20, 2020 and they responded back on April 22, 2020 advising us to consider the booking cancelled without penalty. Based on the hotel's email Expedia issued a refund for $2,418.43 to the original form of payment. The refund should appear on the original form of payment within the next 30 days.

Please accept our apologies for any inconveniences that may have been experienced during the pandemic. 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

I cancelled a hotel reservation on May 17th because of the COVID-19 virus and was issued a partial refund even after purchasing the insurance just in case something happened my money would be refunded in full. After cancelling the reservation Expedia showed my refund amount as $183.67 and said it could not be refunded in full because it was not cancelled before the hotels policy. After contacting the *** in Raleigh and asking them to refund me the remaining part of my money $183.67 they informed me that they did not take it and their refund policy refunded customers money in full 48 hours to check in. Expedia Gave me a partial refund knowing no one could travel during the COVID-19 and that a lot of people were canceling trips. I Would like my full refund amount considering I cancelled 4 days prior to checking into the hotel.

Expedia.com Response • Mar 25, 2020

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

We are restricted to take our vacation and I asked for a full refund and Expedia refuses to credit me with a full refund. I also paid for trip protection and they are still not willing to refund me my money.

Expedia.com Response • Apr 02, 2020

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

Customer Response • Apr 04, 2020

I reject there response because I purchased a full package from Expedia. Not hand picked flights. I also purchased trip protection and for a global pandemic I believe I should receive a full refund not flight certificates. They told me that there was nothing they could do and I had to personally contact the airlines myself when in fact I booked through them. I believe that I should have a full refund for everything not credit to use next year. Thank you.

Expedia.com Response • Apr 10, 2020

April 10, 2020

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

Dear Revdex.com,

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

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

Our records indicate on November 25, 2019, Mr. or an authorized user of the account self-booked three combined one way flights on *** and *** Airlines departing April 12, 2020 from Hartford, CT to Orlando, FL and returning on April 16, 2020, along with a four night hotel stay at ***, and the Package Protection Plan via ***.

We can confirm on March 24,2020, the customer called to cancel the flight due to covid19 and wanted to use the protection to receive a full refund. *** Airline is not offering refund that are offering a future travel credit, the customer asked to speak with a supervisor. The call was taken over by a Supervisor. The customer was advised that he needed to file a claim for getting refund for *** Airline basic economy. The customer wanted Expedia to do the work in his behalf. Our representative reviewed the policy. The customer was advised *** Airline policy offered a future travel credit, but refused to keep an airline credit on ***. *** flight is eligible for a refund. The customer did not want to continue and threatened to sue and contact Revdex.com, or our executives.

On March 25, 2020 – the customer called in about cancelling due to COVID19 and our representative verified the flight was non-refundable and issued a refund of $465.00 to the original card that was charge.

After further review on April 10, 2020, Expedia verified with the *** Airline flights were cancelled by the customer on March 24, 2020 and Expedia issued a refund $465.00 to the original card that was charged. The *** Airline flight were cancelled on March 30, 2020. *** Airline COVID policy advises the following:

Bought your ticket before April 7, 2020, for travel through September 30, 2020, you can rebook without change fees. Includes all AAdvantage® award tickets. Buy a new trip March 1 – May 31, 2020, for all future travel, you can also change it a later date without change fees. Plus, if you have a ticket that is expiring between March 1 and September 30, 2020, the value of your unused ticket can be used for travel through December 31, 2021.You may owe any difference in ticket price.

The hotel reservation was cancelled on March 24, 2020 and a refund of $295.67 has been issued. The refund should appear on the card with 30 days from the processing date.

Mr. may contact our Customer Service Department at 877-227-7481 for assistance with exchanging his tickets. *** Airline is waiving the change fees, any increase in fare is the customer responsibility.

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 booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your request for refund. The hotel refund should appear within 30 days from the day the cancel was processed. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

The location of my flight has been shutdown by the local government and fedral government. I am physically being prohibited to travel. In addition Expedia has changed my agreed flight times to a new flight time that wouldnt work for me even if I was allowed to travel. I am being given a flight credit far less then what I actually paid for the ticket and it has to be used in a time window that does not work for me. My issue is expedia changed the agreed product I purchased by changing my flights. And two I cant fly as a result of national emergency. Expida has disabled their phone and set up a process that completely makes it impossible to do anything but cancle the flight on your own and accept the unsatisfactory pay out as the only option or let the flight laps and be viewed as missing your flight. This is shameful during a time of national emergency.

Expedia.com Response • Apr 20, 2020

April 20, 2020

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

Dear Revdex.com,

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

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

Our records indicate on January 31, 2020, Mr. or an authorized user of the account self-booked one round trip flight with *** Airlines departing April 7, 2020 from Hartford, CT to Salt Lake City, UT and returning on April 13, 2020, along with the Cancellation Plan via ***.

After further review on April 20, 2020, there is no documentation or notes on the Expedia account regarding the reservation. Expedia reviewed the reservation on *** Airlines website and they have issued a refund for $474.40. Upon review of the Expedia account the fight was $474.40 and $34.00 for the Cancellation Plan. The customers has received a full refund for the flight, the Cancellation Plan is nonrefundable.

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 booking Mr. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your 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

Expedia is not offering refunds for flights despite CoVID-19 travel restrictions. This was on March 24, 2020 during the peak of Coronavirus spread, pandemic, and government mandated travel restrictions.

The governments of the United States and the destination countries have travel bans

Nonetheless, expedia is refusing to refund money for the flights.

Several of the flights even had expedia offered "travel insurance" which is fraudulent. They refused to offer refunds even for flights that had "travel protection" (NEVER SIGN UP FOR THIS IT IS FRAUDULENT). They essentially found some fine print and turfed it to a third party insurance company. Spent more than 2 hours on the phone waiting and no refund.

If you ask expedia for a refund on flights (during CoVID-19 travel restricted dates), even with the travel "protection" they will not comply like good corporate citizens.

One of the flights was cancelled by the airlines themselves. After discussion between expedia and the airlines they still refused to refund the money for the flights.

Shameful business ethics. Greedy corporate policy during global health crisis.

Recommend never booking through expedia. Go directly to the airlines.

Expedia.com Response • Apr 22, 2020

April 22, 2020Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding multiple flight reservations. We understand that due to the Coronavirus travel restrictions, Mr. is seeking a full refund from Expedia for multiple flight reservations.Our records show on September 29, 2019, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Newark, NJ USA to Athens, Greece departing on March 27, 2020 and returning on April 5, 2020, for a total of $742.12.

Our records show on September 29, 2019, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***.Travel was with *** Airlines, traveling from Newark, NJ USA to Athens, Greece departing on March 27, 2020, and returning on April 5, 2020, for a total of $8244.77.

Our records show on January 26, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Athens, Greece to Rome, Italy departing/arriving on March 28, 2020, for a total of $1553.30.

Our records show on March 6, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Athens, Greece to Cairo, Egypt departing/arriving on March 29, 2020, for a total of $1185.67. The flight reservation included a Protection Plan.

Our records show on March 7, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Cairo, Egypt to Thira, Greece departing/arriving on March 31, 2020, for a total of $1,752.67. The flight reservation included a Protection Plan.

Our records show on March 7, 2020, Mr. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Cairo, Egypt to Thira, Greece departing/arriving on March 31, 2020, for a total of $276.08. The flight includes a Protection Plan.

On January 26, 2020, Mr. contacted Expedia to determine if the name of the passenger under itinerary ***, could be changed. We informed Mr., that based on *** Airlines restrictions that name changes are not permitted. In addition, Mr. left the flight unchanged, however, on March 23, 2020, the flight was cancelled. Due to the non-refundable rules associated with the reservation a Future Travel Credit of $742.12, was issued.

*** has indicated that customers affected by COVID-19, with tickets issued up to June 30, 2020 and have a flight validated for travel up to November 30, 2020. *** passengers have the flexibility to fly with *** again when they’re ready to rebook before June 30, 2020. The total amount paid for the original booking will be accepted for any flight to the same destination/regionat any time with no penalty fees during this period.

On April 21, 2020, Expedia contacted *** Airlines to advocate on Mr.’s behalf to request a refund of $742.12. The request will be reviewed by *** and processed accordingly, the final outcome, will be provided to the customer directly.

On March 24, 2020, Mr. contacted Expedia to cancel his flight and to request a refund under itinerary ***. Regrettably, *** policy strictly states the reservation is non-refundable, therefore, we informed Mr., that we can cancel the flight but we are unable to process his refund request, the flight appears cancelled.

*** has indicated that customers affected by COVID-19, with tickets issued up to June 30, 2020 and have a flight validated for travel up to November 30, 2020. *** passengers have the flexibility to fly with *** again when they’re ready to rebook before June 30, 2020. The total amount paid for the original booking will be accepted for any flight to the same destination/regionat any time with no penalty fees during this period.

On April 21, 2020, Expedia contacted *** Airlines to advocate on Mr.’s behalf to request a refund of $8,244.77. The request will be reviewed by *** and processed accordingly, the final outcome, will be provided to the customer directly.

On March 6, 2020, Mr. contacted Expedia to cancel and request a full refund for the flight reservation under itinerary ***. Fortunately, *** Airlines restrictions reflect $1553.30, is refundable without a penalty fee we then cancelled/processed a refund. The time it takes for the refund to post back to the customer original form of payment may take up to eight weeks.

On March 24, 2020, Mr. contacted Expedia to cancel and request a full refund for the flight reservation under itinerary ***. Fortunately, *** Airlines restrictions reflect $1080.67, is refundable without a penalty fee we then cancelled/processed refunds. The time it takes for the airfare refund to post back to the customer original form of payment may take two billing cycles. However, the refund of $105, for the flight Protection Plan, may take up to 30 days to post.

On March 24, 2020, Mr. contacted Expedia to cancel and request a full refund for the flight reservation under itinerary ***. Fortunately, *** Airlines restrictions reflect $1646.67, is refundable without a penalty fee we then cancelled/processed refunds. The time it takes for the airfare refund to post back to the customer original form of payment may take two billing cycles. However, the refund of $106, for the flight Protection Plan, may take up to 30 days to post.

On March 24, 2020, Mr. flight reservation booked under itinerary ***, shows, cancelled. Regrettably, *** Airlines restrictions reflect $241.07, is non-changeable/non-refundable, which prevented our ability to process a refund.

On April 22, 2020, Expedia contacted *** Airlines to advocate on Mr.’s behalf, the airline did not permit a refund for Mr. reservation. In regards, to a Future Travel Credit we submitted a request for a travel credit. The airline voucher confirmation is available below, for Mr. records:

Your Credit Voucher request was successfully submitted. Your registration number is ***In case you have not received your Credit Voucher within 30 working days, from the date that your request was submitted please contact us, so that one of our representatives can assist you as soon as possible.The following itinerary number ***, does not yield any results in our system. Therefore, Expedia is unable to provide supporting information.

Note: The Airlines are the merchants of record (the entities that received the funds and are the companies that charged Mr.’s credit card) for each flight reservation.

Because of the extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are receiving a high volume of requests for a refund. Nonetheless, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airlines cancel or restrict a flight. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies.

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 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.The reservations that include a non-refundable protection plan we cannot submit a claim on Mr.’s behalf. Travel Guard’s contact details is available (below) as part of the (disclosed) terms and conditions.Flight Protection Plan:https://webservices.travelguard.com/***USA 1.855.***International: 1.*** Email Address ***While we understand the Coronavirus (COVID-19) situation we have continued to serve Mr. to the best of our abilities by providing access to either, Future Travel Credits, applying for or issuing full refunds. We are committed to serving the needs of our customers, while also maintaining the various policies of our travel providers. Due to the information provided above, we are unable to honor Mr.’s refund requests. 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 • Apr 27, 2020

Complaint: ***

I am rejecting this response because:

This is lousy business practice on the part of Expedia.

There is a global health pandemic and Expedia, despite being a "third party" (which they only use when convenient to try to avoid any responsibility), Expedia does have business relationships with the airlines. Expedia does make money off of the bookings, and they do have a responsibility to protect their customers from unfair business practices.

It is ethically awful for Expedia and partner airlines not to refund full airfare for flights cancelled due to the coronavirus pandemic. Shame on you both.

We would have been more than happy to have utilized the services of the airlines on the travel dates as booked.

It was the AIRLINES that cancelled the tickets. Not us. We did not violate the terms of the purchase agreement. Expedia and the airlines did.

The non-refundable policy is appropriate when the passenger is forced to cancel the ticket. We did not cancel this flight. The airlines cancelled the flights in all cases.

A credit is inappropriate and unacceptable because we cannot fly on any alternative dates to the same geographic region as proposed in your response. The flights were for a one time event that is no longer taking place due to coronavirus.

If Expedia does not do the right thing and refund the money in full, yes, in partnership with the airlines, they will have lost several good customers for life.

In that case, we will do our best to inform others that they should NEVER DO BUSINESS WITH EXPEDIA because when it comes to corporate responsibility and professional courtesy they have none.

A former very good customer of Expedia,

***

***ALL SUPPORTING DOCUMENTATION REDACTED BY Revdex.com

I booked a hotel room at *** Columbus North in Columbus Georgia (itinerary # ***) On March 7 2020 for March 25 to March 28 2020 for my grandsons military graduation. Due to Covid -19 the graduation was cancelled. Tried to cancel the hotel with Expedias on line help but all it said was all agents were busy. The hotel called us on march 20 2020 to tell us that they would not be charging us anything and that they were calling because Expedia wasn't helping anyone. My daughter booked the same hotel a day or two before us and received a refund on Friday March 20 but as of today we have not received a refund. We spent over 2 1/2 hours on hold today with Expedia to try to resolve this issue but we couldn't wait any longer.

Expedia.com Response • Apr 21, 2020

April 21, 2020

Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department

Re: Expedia Case #: ***
Dear Revdex.com,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.

Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request.

Our records show on March 6, 2020, Mrs. self-booked a hotel reservation via tinerary ***. The total amount paid for the room was $337.86 and $15 for the insurance. We understand from Mrs.’s complaint she called Expedia several times and was unable to reach an agent due to the volume of calls being made to Expedia at the time. Mrs. is requesting a refund for the total amount paid for the hotel reservation and insurance, a total of $352.86.

Upon researching the customer’s complaint I called the hotel several times and was unable to reach anyone who would authorize a refund. I have taken the liberty of refunding the full amount Mrs. paid for the reservation and insurance. The refund should appear on the customers account within 3 – 7 business days depending on her financial institution.

Expedia’s goal is to provide an exceptional customer experience. We apologize for any inconvenience Mrs. encountered in resolving this matter.

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,

Daniel *** Corporate Correspondence Support

The problem has been before the Covid-19. I have been calling expedia for almost 1 month, each time I call them they tell me they cannot talk to me about my cancellation because, the system is being updated. I called the number again and pressed the number for a new reservation and they were willing to talk to me because they thought I wanted to reserve a new hotel. But as soon as I told them I needed to cancel my reservation they told me they could not help me. I had to call another number and when I did, I keep getting the same statement that the system is being updated. The reason I was contacting them before the covid-19 came up was because I had reserved another hotel through another company and I needed to get my refund. I am trying to get my refund. I spent a total of $500.00 to hold two resort rooms, and that is a lot of money I cannot afford to just let go. Expedia keep advertising about the company but no one knows how hard it is to get a refund. Please make sure this gets listed as a complaint.

Expedia.com Response • Mar 29, 2020

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Me and my wife booked our honeymoon in January for 7 days in Mexico from March 21-28. With the coronavirus pandemic we were scared to go but we’re still planning on going on the trip until the State Department issued a global level 4 travel advisory on the 19th of March and then on the 20th the US/Mexico boarder was shut down. This in turn made it impossible for us to fulfill our travel plans. Expedia then announced (and is still written on their website) “If your hotel stay is scheduled to begin before April 30th 2020, you can cancel you upcoming hotel stay at no penalty. You will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates.” We have made multiple attempts to talk with customer service about receiving a refund on our package, sometimes waiting on hold for up to 5 hours at a time only to be disconnected. We finally were able to get in touch with a representative today, March 24th, and were informed that they cannot issue us a refund and that their regular policy and rules apply. This is in direct conflict with the statement that is publicly posted on their website

Expedia.com Response • Mar 26, 2020

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Customer Response • Mar 27, 2020

Complaint: ***

I am rejecting this response because:
I understand the volume of requests that Expedia is currently receiving for cancellations and am prepared to wait as long as needed to get this resolved. I will wait until I receive a response that provides a solution for my individual complaint as this response does not directly address this issue. I hope when the situation normalizes and Expedia can turn its attention to this claim, they stand behind what is posted on their website and issue a refund in full or a voucher of equal value for a trip in the future, regardless of whether or not the resort allows the refund or not. Me and my wife could have directly purchased this trip for our Honeymoon from the resort but chose to book through a reputable company (Expedia) in hopes that their policies and practices would guarantee our happiness. It certainly does not seem so as they are claiming that what is posted on their website, which does not have any qualifiers or stipulations, is invalid and that the refund has to come directly from the resort. We booked through Expedia and would hope that Expedia would rise to the occasion and make this right being the large company that it is regardless of whether or not an individual resort is not cooperating. The bottom line here is that we paid for a service that was never received.

Sincerely

Expedia.com Response • Apr 02, 2020

April 2, 2020

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

Dear Revdex.com,

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

Expedia is responding to the consumer complaint from Mr. *** , Revdex.com case number *** regarding a future use of the hotel. We understand that Mr. would like a voucher for a future stay at the same location for the equal amount of the time when the travel restrictions are lifted

Our records indicate on January 25, 2020, Ms. *** or an authorized user of the account self-booked two round trip flights on *** Airlines departing March 21, 2020 from Baltimore, MD to Cancun, Quintana Roo, Mexico and returning on March 28, 2020; along with a seven-night hotel reservation at *** - All Inclusive - Adults Only via ***.

We can confirm on March 19, 2020, the customer called in and requested to cancel due to COVID-19. Our representative reviewed the reservation and verified it was non-refundable and inside of penalty. Our representative called the hotel and was asked to call between 9am to 6pm. The customer was sent an email advising the hotel does not have a waiver for the date that she is traveling.

On March 21, 2020, a cancellation email was email to the email address on file which advised, “there was no refund when cancelling the reservation”.

On March 24, 2020, the customer called in wanting to get the refund for the reservation. Our representative reviewed the reservation and noted it has been cancelled and the hotel previously denied refunding.

On March 26, 2020, Expedia sent the customer an email about the hotel denying the refund. Expedia advised, “One of our customer support representative has already coordinated with *** - All Inclusive - Adults Only and the property has already denied your refund request.

We understand your frustration with the situation, however, as much as we would like to assist you, Expedia is subject to the rules and restrictions of the vendors whose services we sell. We act only as an agent for their product and do not have the authority to override or to change their policies. We operate under the policies of the vendors whose services we sell.”

After further review on April 2, 2020, Expedia reviewed the details of the account, the reservation and the notes on the account. Expedia called the hotel and they advised they are currently closed. Previously the hotel advised they would not authorize a refund.

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. American 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 booking Ms. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di ***Corporate Correspondence Team

Customer Response • Apr 06, 2020

Complaint: ***

I am rejecting this response because:

The website states that “If your hotel stay begins more than 24 hours from now, you can cancel your upcoming hotel stay at no penalty. You will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates”. This is clearly false. In addition the only reason we waited until a time when there would be a penalty for cancellation was due to the instructions online to wait to call if you are not traveling within the next 72 hours due to the current strain this pandemic has put on their call volume. We booked through Expedia and not the hotel in hopes that this company’s reputation and service would ensure our happiness but it seems that this company does not value it customers and is purely looking out for their bottom line, otherwise we would have our refund regardless of what the hotel does.

Sincerely

I booked a round trip ticket to Warsaw, Poland, with a departure date of March 21, 2020, and a return date of April 2, 2020 on LOT *** Airlines. The itinerary number was: ***. I paid a total of $1,121.71 for ticket plus an extra $72 for a flight protection plan. LOT canceled the flight due to trael restrictions connected with the coronavirus pandemic. LOT said any refund had to be issued by the booking agent Expedia. Expedia's customer service was abysmal. Their virtual chat would only offer a coupon for a credit toward a future flight. It was impossible to reach anyone at their customer service line -- you would hold for an hour or more and then the call would be disconnected. We did not get a satisfactory response from the flight protection plan. Our plan number was: ***. A representative of the insurance agency could offer no assurances that our claim would be honored because fear of the coronavirus is not a valid reason for issuing a refund. We need this money to be refunded now because I was laid off from my job and I expect our income to drop sharply in the coming months.

Expedia.com Response • Apr 21, 2020

April 21, 2020

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

Dear Revdex.com,

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

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

Our records indicate on February 28, 2020, Mr. *** or an authorized user of the account self-booked one round trip flight on LOT-*** Airlines departing on March 21, 2020 from New York, NY, USA to Warsaw, Poland and returning on April 2, 2020 along with the Flight Protection Plan via ***.

After further review on April 21, 2020, there are no notes or documentation on the account in regards to the flight reservation. Expedia was able to review the airline system which shows the reservation was cancelled by LOT-*** Airlines on March 14, 2020. LOT-*** Airlines COVID19 policy states the ticket can be rebooked once free of charge for flights operating in the same fare, must be rebooked and travel by December 31, 2020. Any increase in fare is the customer responsibility. There is a future flight credit on the Expedia account for $1,121,71. Their policy is not offering a refund of the cost paid. Since they are the merchant of record and made the initial charge Expedia must advise of the applicable policy.

Mr. can contact our Customer Service Department at 877-*** for assistance with exchanging the ticket.

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. LOT-*** 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 booking Mr. Gans 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 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

I called the Expedia customer service on 2/1/2020 about requesting the refund because my flight got cancelled by ***. Their staff told me I would receive the refund $400ish in 45 days, but I haven't yet. I tried to call the customer service again, but just on one answered. I also tried to contact them online, but they always directed me to the wrong directions. I tried everything that I can to get in touch with them, but there is no way.

Expedia.com Response • Apr 21, 2020

April 21, 2020

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

Dear Revdex.com,

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

Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for her return flight. We understand that Ms. is requesting a refund of $476.98.

Our records indicate on December 28, 2019, Ms. or an authorized user of the account self-booked a combined one way flight on *** Airlines and *** departing on January 5, 2020 from Los Angeles, CA to Changchun, China and returning on February 3, 2020 via ***.

We can confirm on January 2, 2020, the customer called in inquiring on the cancellation fee. Our representative advised there was a $300 fee for cancellation for the outbound flight *** for cancelling the return flight. The customer did not cancel and decided to reconsider.

On February 1, 2020, the customer called in to cancel. There are no other notes or changes to the account.

After further review on April 21, 2020, Expedia was able to review the airline system which shows the reservation was cancelled February 1, 2020 but no refund was submitted to ***. Expedia submitted the refund request via the airline system to ***. *** was the merchant of record for the initial charge and they will appear as the merchant once the refund appears on the customer’s statement.

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. *** Airline 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 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 the refund will be issued back to the original form of payment by ***, we are not able to honor your 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

On March 9, while we were traveling in Egypt, we got an email from Expedia saying that our original flight back to the USA leaving on March 15 (and arriving March 15) had been changed by *** Airlines and asked if we were willing to accept the changes. Well, the new flight we were booked on would be leaving in the middle of the day on March 14 (we wouldn't be in Cairo at this point to leave) and getting us back late evening of the 16th. What proceeded after was a series of calls to Expedia saying that we could not accept the new flight and that we would need something leaving on the 15th like we originally booked. At first, Expedia tried to pass the onus to *** Airlines. *** Airlines continuously said any changes had to be done through Expedia. Finally, after multiple calls to Expedia where we were hung up on (I honestly think that these must have been new agents hired while the airlines deal with everything and they accidentally hung up on us, it was nothing malicious), we were told they would be in contact with *** Airlines and that they would get back to us.
Expedia never got back to us and as our supposed departure date loomed closer we continued to try and get into contact with them. Eventually, there was just an automated message from Expedia saying that their call centers were down. Messaging on social media gave us the response that we would have to call in.
We were officially abandoned by Expedia in Egypt, I am currently pregnant and would soon not be able to fly without a doctor's note (something I told them both over the phone and on social media messaging), in the midst of a global pandemic that resulted in closed borders and would have kept us stuck in Egypt still. We had to buy new flights with an airline to get out. We have tried contacting Expedia since but we keep getting hung up on without even being able to say a word.

Expedia.com Response • Apr 23, 2020

April 22, 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 flight reservation.Our records show on February 8, 2020, Ms. or an authorized account user self-booked a flight reservation on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Denver, CO USA to Cairo, Egypt departing on March 5, 2020 and returning on March 15, 2020, for a total of $2386.30. We understand that Ms. is seeking a refund for the unused portion of her flight reservation. On March 11, 2020, Expedia contacted Ms. to discuss the schedule change that affected the flight departing on March 15, 2020. The options provided by *** Airlines did not accommodate the customer’s trip plans. Therefore, we contacted *** Airlines to determine if we could select a more suitable flight. We received *** Airlines response via email on March 12, 2020, supplying the following details:The customers were automatically accommodated:Tickets: ***Note: The customers are ticketed on flights *** departing on March 14.On April 1, 2020, Ms. contacted Expedia to inform us that she did use the *** Airlines flight which departed on March 14, 2020. We then advocated on Ms.’s behalf by contacting *** Airlines to request a partial refund.Our records indicate, on April 15, 2020, we received *** Airlines response via email advising that due to the extraordinary circumstances their unable to provide an exact dollar amount to be refunded and the exact refund date, we informed Ms. by email that her case is under review and will be resolved accordingly. Expedia serves as a third-party intermediary we do not own, operate or otherwise run any airline and we are subject to the refund timeframe provided to us by the travel provider. *** Airlines is (the entity that received Ms.’s funds and is the company that charged her credit card). Upon further review, on April 23, 2020, we contacted *** Airlines for the refund status and confirmation details. The airline advised that their unable to calculate the total refund due to the use of the outbound flight and an unprecedented number of refund requests, causing extreme delays. The refund may take up until (October) to post back to the customer’s original form of payment. In addition, Expedia contacted Ms. directly to provide her with a resolution based on the airlines refund timeframe. In addition, we issued a $200 voucher to Ms.’s Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until May 31, 2021. Kindly note, that this voucher is not intended to place a value on Ms.’s experience, but rather, it is meant to emphasize our commitment to her as a customer.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

ON JANUARY 15, 2020 WE BOOKED A ROUND TRIP FLIGHT FROM NY TO BARCELONA, SPAIN TO MEET A CRUISE THAT WE ALSO HAD BOOKED THROUGH EXPEDIA.COM. HOWEVER, IN LIGHT OF THE EXISTING PANDEMIC, OUR DR PROHIBITED MY WIFE FROM ALL TRAVELING (ISSUED A DR'S NOTE AT THE TIME) WHICH WE COMMUNICATED IMMEDIATELY TO EXPEDIA. THIS REQUIRED A FULL CANCELLATION AND FULL REFUND SINCE WE ARE NOT TRAVELING THIS YEAR PERIOD. TO DATE WE HAVE BEEN VERY FRUSTRATED AT THE LACK OF ENTHUSIASM THAT EXPEDIA HAS APPLIED IN SOLVING THIS CASE. I HAVE TRIED TO CONTACT THE AIRLINES WITHOUT SUCCESS EITHER, THE HOTEL NO SUCCESS EITHER.

Expedia.com Response • Apr 09, 2020

April 9, 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 Better

Business Bureau (“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

package reservation. We understand Mr. is requesting to cancel with a full refund for his reservation.

Our records indicate that on February 17, 2020, Mr. ***, or an authorized user of his Expedia account, self-

booked a package reservation for two travelers, under itinerary ***. Travel was on *** Airlines, departing

September 16, 2020 from New York, NY to Barcelona, Spain and returning on September 30, 2020, with stay at the

***

Upon reviewing this matter, we verified the airlines cancelled Mr.’s reservation due to the Coronavirus outbreak.

We acted on Mr.’s behalf and sent a request to *** to request for a refund. We will notify the customer once we

receive a response via email. We reached out to the property to request for a refund however, we were advised to follow

the normal policy of the reservation which is non-refundable.

Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and

airlines and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels.

Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further

questions or concerns regarding this matter, please feel free to contact us. Sincerely,

Dez ***Corporate Correspondence Team

Customer Response • Apr 13, 2020

Complaint: ***

I am rejecting this response because:
UNTIL I SEE THAT MY CREDIT CARD HAS BEEN FULLY REFUNDED BY *** VIA EXPEDIA, THEN I CAN CONSIDER ACCEPTING THEIR REPLY. THE ISSUE OF THE HOTEL IS SEPARATE YET ATTACHED TO THIS RESERVATION BUNDLE BY EXPEDIA, WHY WOULD I NEED A HOTEL RESERVATION FOR ONE NIGHT IF I HAVE CANCELLED THE FLIGHT AND THE CRUISE ALL TOGETHER???
Sincerely

Expedia.com Response • Apr 19, 2020

April 19, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,

Thank you for forwarding the consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear

Mr. *** did not accept our response and/or resolution offered.

When researching this matter we were able to process a full refund of your flights totaled $ 1,041.48 back to the original

credit card. The time it takes the refund to post to your account varies, depending on the time it takes the airline and

your credit card company to process refunds. If you have not received your refund within 6-8 weeks, please contact your

bank or the airlines as this matter has been resolved by Expedia.

While we regret that your experience was not as we would have hoped. We thank you for allowing us the opportunity to

address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please

feel free to contact us. Sincerely,

Dez ***Corporate Correspondence Team

Customer Response • Apr 20, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
However, Expedia still has not responded for the Cruise reservations which are fully insured and refundable. Cruise reservation # is ***.

Sincerely

Even though the hotel I booked in Munich, Germany for March 20-22 has closed and refunded reservations, the refund wasn't passed on to me for the full booking (only one of the 2 rooms were refunded). I've called expedia multiple times. Every time, they say they have to contact the hotel, they put me on hold and eventually the call just drops.

Expedia.com Response • Apr 20, 2020

April 20, 2020

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

Dear Revdex.com,

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

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

Our records indicate on February 9, 2020, or an authorized user of the account self-booked two rooms at the *** Munich - *** arriving on March 20, 2020 and checking out on March 22, 2020 via ***.

We can confirm on March 10, 2020, the customer called in and wanted to cancel the booking due to the Corona virus, one of the guests is a senior citizen and was advised not to travel.

After further review on April 20, 2020, Expedia was able to review the reservation, confirmation itinerary and our back office system. Expedia was able to verify on March 10, 2020 one of the two rooms on the reservation were cancelled online. Expedia emailed the cancellation to the email address on, advising of the refund of $19.46. On March 18, 2020 the second room on the reservation was cancelled and Expedia emailed the email address on file that there would be a refund of $214.32. The rooms were cancelled and the hotel policy was applicable based on the cancellation.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 Ms. accepted Expedia’s Terms of Use, which expressly state:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Based on above we are not able to honor your 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 • Apr 20, 2020

Complaint: ***

I am rejecting this response because: the property was closed on dates of expected travel due to COVID-19. Regardless of the date each room was requested to be cancelled, the same reason for cancellation applies and a full refund should be issues for both rooms

Sincerely

Expedia.com Response • Apr 24, 2020

April 24, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.

We are again responding to Ms. complaint regarding the request for a full refund for the two cancelled hotel reservations.After further review of your complaint we can determine that no new information has been provided, thus, Expedia continues to stand by its original reply. As stated in our original response, *** Munich - ***, denied authorizing Expedia to fully refund the reservation. Since the hotel denied the refund, Expedia had to cancel the reservation based on the hotel cancellation policy.

We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.

Based on above we are not able to honor your 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 • Apr 24, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I will file another complaint with *** based on this answer.

Sincerely

These guys are un-EFFING real. They're dinging me for a $70 fee that was never discussed. Not to mention my booking at the airport from them was all messed up (of course). Now been on hold with someone that speaks *** for English for the last 37:09 and counting. Horse-*** service, Expedia. Shame on you.

I recently received an email from Expedia stating that the airline cancelled my flight and would give me a new flight. I responded to the email and have not gotten any answers. I have been calling customer service, emailing and doing a live chat and no respond. I checked my trip and realized that I do not have a flight going to my destination which ***. My flight is going from New York to Mexico but nothing to ***. I then checked my returned flights and I have flight to coming back to New York from ***. How is it that I have a flight coming back from the destination but not to the destination. I am highly disappointed as my questions are not being responded too. I am also upset because I have pay protection for my flight and hotel however, I can not cancel because its non-refundable and because of COVID-19 issues. I need help please.

Expedia.com Response • Mar 25, 2020

Dear Revdex.com,

As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns.

Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis.

We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.

We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance.

Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.

This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers.

Thank you

Customer Response • Mar 26, 2020

Complaint: ***

I am rejecting this response because: I need to speak to someone as soon as possible about my trip because my trip does not have a flight ***. I need solution, I spent alot of money for this to happen.

Sincerely

Expedia.com Response • Apr 10, 2020

April 10, 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 her flight schedule. We understand that Ms. is questioning how to proceed with the airline cancellation.Our records indicate on October 18, 2019, Ms. or an authorized user of the account self-booked two round trip flights on *** departing June 6, 2020 from New York, NY to ***, Colombia and returning on June 15, 2020, along with an eight night hotel stay at Sites and the Package Protection Plan, via ***. A confirmation email was emailed the email address o file, it was opened and reviewed once.We can confirm on March 13, 2020, Expedia emailed the customer and advised that *** changed the flight schedule. We gave the customer options and ask that we receive a response within 48 hour. The customer replied on March 18, 2020 stating concern that flight will be canceled again. The customer then replied on March 26, 2020 advising they would like the 2nd option.After further review on April 10, 2020, Expedia was not able to book the outbound flight on our site and the outbound flight was not available on ***’s website. *** advises the following: " according to the temporary suspension of international flights and frequency adjustments due to COVID-19, *** extends its flight change policy up to March 31st, 2021. Passengers with international and national flights with a code reservation or an *** will, up to June 30th, 2020, be able to:Make flight changes free of charge in available flights in the same route and fare until March 31st, 2021. In case of change of route, there will be only an extra charge if there is a fare difference until March 31st, 2021. If there is a difference of fares, it shall be covered at the moment of making the change. Changes must be made within the year the reservation or *** is valid. If the reservation or *** expires before June 30th, 2020, its validity will be extended to June 30th 2020. Changes must be made with at least 24 hours before departure. Refunds are permitted in Priority class according to Terms and Conditions on your booking. There are no restriction periods. Flights must be completed up until March 31st, 2021.Upon review of the original email Expedia asked for a response within 48 hours and the customer email response was 13 days later. The airline has no availability of flights for the departure and their COVID19 policy is currently applicable. Mr. may contact our Customer Service Department at 877-*** for assistance with changing her flights. Upon contacting the hotel they advised no refund for 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. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di ***Corporate Correspondence Team

I had booked a trip with Expedia for my husband (***) and I bought insurance that would refund all my money if I cancelled it. Due to the Coronavirus, I made sure he was covered, well due to the pandemic and the government telling us to do social distancing I cancelled the trip. Now *** Airlines is telling me they will not refund my money and instead with me credit. I paid for the insurance and they have to honor it. I dont want credit, I want my money back. Plus I cancelled today 3/22/2020 and the flight was for 4/14/2020. Its not like I cancelled hours before, im cancelling 3 weeks in advance.

Expedia.com Response • Mar 23, 2020

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

Customer Response • Mar 23, 2020

Complaint: ***

I am rejecting this response because:i paid for cancellation insurance, honor that insurance please

Sincerely

Expedia.com Response • Mar 30, 2020

March 30, 2020Revdex.com ***, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding a package reservation. Our records indicate that on March 5, 2020, Mrs.,
or an authorized user of her Expedia account, self-booked a package reservation
using Expedia’s website, under itinerary ***. The package included
flights, hotel accommodations and Travel Protection Package Protection Plan,
for one traveler. Travel was with *** Airlines, from Ontario, CA, to
Missoula, MT, departing on April 14, 2020, and returning on April 15, 2020. The
hotel accommodations were with ***-Missoula, MT, for a check in on
April 14, 2020, and a check out on April 15, 2020. The Package Protection Plan
is with ***. On March 22, 2020, the customer self-cancelled the flight
and hotel reservations using Expedia’s website. A full refund of the hotel
portion was issued, in the amount of $77.59. We understand Mrs. is
requesting to use her Package Protection Plan to receive a refund of the flight
portion.As mentioned by the customer in her Revdex.com complaint, ***
Airlines has offered future travel credit under the traveler’s name, instead of
a refund. The above is following the airline’s terms and conditions as accepted
by Mrs. at the time of booking. 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,
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of
booking, expressly state:The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable
for the acts, errors, omissions, representations, warranties, breaches or
negligence of any such suppliers or for any personal injuries, death, property
damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority. In respect to the Package Protection Plan purchased with
the reservation, Mrs. needs to reach out to *** and open a claim
per the provided process. Any compensation will be based on the protection
coverage and within the discretion of ***.We thank you for allowing us the opportunity to address
the issues brought to our attention. If you have any further questions or
concerns regarding this matter, please feel free to contact us.Sincerely,Lidiya ***Corporate Correspondence Team

Customer Response • Mar 31, 2020

Complaint: ***

I am rejecting this response because:

Sincerely,

***

PS Expedia is providing false advertisement in terms of getting full refund and now I have to go out of my way to do a claim that will most likely take months to resolve?? This is not fair and bad business. Expedia needs to refund the entire amount. Never while I did my reservation did the flights say they were not refundable, and if they did Expedia made sure to make it difficult for the customers to see. They are the ones that took my money and a third party and therefore they are the ones that should give it back.

For reference, my Expedia Itinerary # is *** and the total charge is $927.90

My wife and I purchased 2 airline tickets (***) and a rental car (***) on Expedia to attend our son's college graduation on May 9. *** in Asheville, NC has cancelled the rest of the year and cancelled the graduation ceremony due to the COVID-19 virus. We've already cancelled our hotel reservations. I want a refund for the 2 tickets and rental car fees that we paid to Expedia. I've called *** and ***. *** refuses to even discuss the reservation. As far as they're concerned, I paid Expedia and only Expedia can cancel the reservation. They say we need to talk to Expedia and Expedia says we need to contact *** and ***. *** says they will give us a credit for future travel BUT the credit is only good for one year. The last time I traveled by air was 4 years ago. I have no plans to travel by air in the next year. *** says that if I want a refund, I need to talk to Expedia since I paid Expedia, and not the airline. Expedia says to talk to the airline. I'm tired of being ping-ponged back and forth.

Expedia.com Response • Mar 23, 2020

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

First, they have so many numbers for customer service, and none of them work. I called all the numbers on the 11th, and every single one had an automatic response that said “due to high volume, we are unable to take your call.” Then on the 12th I called them two more times, and they said the same thing again. I was so frustrated at this point that I had to focus on something else, and went to finish cancelling my ***. On the 14th I called them 11 times, and was able to at least get on hold two of those times, but both of those times they hung up on me while I was on hold. I found a form on their website, through my own research and diligence, that they were as*** people to use to cancel the flight. I filled it out, sent it in, and received an email saying they would get back to me in 5 business days.On the 20th, 6 days after I received the email and HADN’T received anything from Expedia but DID receive an email from *** saying my flight had been rescheduled, I freaked out. I called them and was on the phone from 11:10 PM on the 20th (when I hoped there would be less people calling because it was so late) until 4:40 AM the next morning!Even though I sent the form in, they classified me as a “no show.” I finally got to talk to a Supervisor. He said that I did everything right, there was absolutely nothing else I could have done better in this situation, but he still couldn’t give me a refund. He offered to contact *** and let me call him back in 24 hours to see if *** would allow a refund for a "no show", which I tried to do today. I have called them 15 times today, and my call is either dropped while on hold or the people who do pick up hang up on me!

Expedia.com Response • Apr 03, 2020

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been wor*** around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are wor*** around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also wor*** through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
wor*** as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or reboo*** due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are wor*** together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

Customer Response • Apr 07, 2020

They did not solve the issue. I am looking for a refund and all they did is tell me they are very busy and are trying to deal with flights that occur in the next 72 hours. My flight was a while ago and they have still not dealt with my complaint. I expect a refund.

Expedia.com Response • Apr 16, 2020

April 16, 2020

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

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

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

Our records indicate on February 8, 2020, Ms. or an authorized user of the account self-booked one round trip flights on *** departing March 15, 2020 from Toronto, ON, *** to London, England, and returning on March 21, 2020, via ***.

We can confirm on March 20, 2020, the customer called advising that she could not reach us so she submitted a form online requesting to cancel. She later received an email telling her that the flight was not operating.

On March 21, 2020, the customer called in to cancel but the flight was marked as a no show on the day of departure by ***. Our representative spoke with a Supervisor whom advised since the airline marked the flight as a no show there is nothing that could be done. The fare rules were verified and it was also verified that Expedia does not issue refunds due to the outage. Our representative advised that Expedia would send *** the rate to check, but no promises were made, a $100 goodwill coupon was applied to the Expedia account for the experience.

After further review on April 15, 2020, reviewed the reservation and confirmation itinerary. Called *** and they advised that since they marked the flight as a no show after it departed, the ticket is of no value. The form that was emailed by the customer advised we would contact within five but the airline no showed record prior.

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

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

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

Because of the declaration of emergency status and recommendations regarding avoiding unnecessary trips, we cancelled our round trip flight from Boston (MA) to Savannah (GA) on 3/15/2020 (Itinerary No: ***). Since then, I was not able to get in touch with Expedia customer service regrading my refund status despite trying to contact them several times.

Expedia.com Response • Apr 02, 2020

Dear Revdex.com,As we are sure you can imagine, all Expedia Group brands
have been overwhelmed by the near universal disruption of leisure travel plans
caused by the COVID-19 pandemic. Our
agents have been working around the clock to address travel cancellations,
refunds and other requests from an enormous number of travelers from around the
world. As a result, we have been forced
to redeploy many of our resources to address the most urgent and time-sensitive
traveler concerns. Please understand, therefore, that our response to the
customer complaints that you have provided to us will be delayed for the
foreseeable future as we attempt to grapple with this unprecedented
crisis. We know that many customers have been experiencing
difficulties either connecting with someone at our call centers or attempting
to cancel or change travel plans directly on our site. We are truly sorry we
may have been unable to respond quickly as we work with our travel partners to
process an unprecedented number of customer requests. We are working around the
clock to remedy this situation, including increasing the number of travel
advisors available, improving our existing self-service options, and
introducing new automated ways for our customers to take action.We have launched new features that make it easier for our
customers to manage their travel plans by text message, email or online. We’re
also working through ways that we can reach out to customers who have travel
starting in the next 72 hours so that we can support these customers more
quickly. We understand the importance of each of our customers’ trips and are
working as fast as we can to provide this additional assistance. Please also understand that the situation is changing daily
and our travel partners’ policies regarding cancellations and refunds are also
changing daily. Thus, customers who have
filed a complaint because they could not have previously cancelled their trip
for a refund or rebooking due to our travel partners’ policies may now be able
to do so. We ask that our customers
visit our resource page for guidance on the best steps to take.This can be a confusing and stressful moment for travelers,
and we understand their need for timely answers and assistance. Know that we
are working together with our travel partners, 24 hours a day, seven days a
week, to assist all our customers. Thank you

Customer Response • Apr 02, 2020

Complaint: ***

I am rejecting this response because:

Sincerely

Customer Response • Apr 03, 2020

Message was sent was just a general response not based on issues I faced with.

Expedia.com Response • May 18, 2020

May 18, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Dr. ***. We regret to hear Dr. *** did not accept our response.We are again responding to Dr. *** complaint regarding a refund for the *** flight.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Please accept our apologies *** issued a credit for and not a refund for the COVID19 cancellation. *** is the provider of the protection that purchased at the time the reservation was created. The customer must contact *** at 855-*** to file a claim.We understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. We’ve worked incredibly hard to work with our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limit changes. We recognize that an airline credit may not be what you were looking for but know that these are extraordinary circumstances that travel partners are trying to work through and Expedia Group must follow the airline policies.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand that we must adhere to the policies dictated by the airline. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,Di-Di ***Corporate Correspondence Team

Customer Response • May 18, 2020

Complaint: ***

I am rejecting this response because: I understand their role as a third party but delayed response (More than 8 weeks) and lack of action by Expedia in this case were really bothersome. I like them to note that even as of now, Expedia did NOT contact me directly and they just responded after I filed complaint with Revdex.com.

Sincerely

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