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I have been told by Expedia customer service that Air Canada should refund my canceled flights to and from Canada. However, Air Canada states I should receive a refund from Expedia. I have called both Expedia and Air Canada receiving different answers to what I should do. I have asked for a refund of flights due to COVID-19 and not being able to go to and from Canada. I do not need vouchers due to I am not willing to risk my health on air travel.
August 15, 2020Revdex.comAlaska,
Oregon and 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 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 case
number ***) regarding a
refund. We understand
from Ms. complaint that she wants a refund for their unused flight tickets
instead of a flight credit.Our
records indicate that on February 22, 2020, Ms. or an authorized user of the account booked a
package for Toronto, ON,
Canada for travel 16-20 April 2020. The package reservation included a combined
one-way flight departing on April 16, 2020 from Indianapolis, IN to Toronto,
ON, Canada via Air Canada, and
returning April 20, 2020. The package booking also included 4-night stay at Radisson Hotel & Suites Falls View,
Niagara Falls check in on April 16, 2020, checking out April 20, 2020. Total cost of
the package was $1,289.35.At the time of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
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.Upon receipt of this complaint, we investigated the
issues which were brought to our attention. We can confirm that on March 18,
2020, Ms. reached out to Expedia customer service to request cancellation. Then assisting
agent documented that customer will call Air Canada to request a refund directly. Expedia agent cancelled the hotel
reservation per customer’s request and processed a refund of $443.65.
And
on March 23, 2020, Air Canada cancelled customers’ flights due to Covid-19. Per Air Canada’s policy, the airline will only be offering future tavel
credits for all flights cancelled after March 18, 2020. The credit is valid for
24 months from the original cancellation date. The airline will be waiving the
fees; however, customers will be responsible for any applicable taxes and fare difference
on the new booking. On
May 11, 2020, the customer reached out to Expedia via chat to request a refund.
Expedia chat agent documented that the Air Canada is only offering a flight credit for the cancelled flight
tickets. Agent’s notes state that customer will be reaching out to the airline. Moreover, on
July 29, 2020, the customer reached out to Expedia via chat again requesting a refund
for the unused flight tickets. Then assisting chat agent documented that customer
was insisting on getting a refund and claimed to have been advised by Air Canada that they are eligible
for a refund, and referred them to Expedia. However, on August 6,
2020, the customer was again advised by another Expedia chat agent they are
only eligible for a future travel credit that’s valid for 24 months.
After further review we can confirm that on August 15, 2020, Air Canada agency support agent
validated that customer is not eligible for a refund. The customer however holds
a future travel credit with Air Canada that’s valid for 24 months from March
24, 2020. Airline representative also confirmed that there are no documentation
on their end that states customer was advised that they are eligible for 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. Air Canada 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 Ms. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies.Based on the
above, Expedia is not able to honor Ms. refund request for their flight tickets. The customer was
however refunded for their hotel reservation. 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,Aida R ***Corporate
Correspondence Team
I had multiple flights canceled in March from British Airways from New York to Spain secondary to the coronavirus. I booked these flights through Expedia. I have called about 40 times since then only to be put on hold disconnected and never received a return phone call. Expedia claims that it follows the policies of the airline. However they will not refund me the cost of my flights despite British Airways policy currently is to refund in full the cost of canceled flights. I do not want a voucher I can no longer travel I want to be refunded for all my flights in total Which is about $2000.
May 18, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding
to the consumer complaint from Ms. *** of Form Bottom of Form, Revdex.com case number *** regarding a
refund. We understand that Ms. would like a refund and not the future travel credit.
Our records indicate on December 19, 2019, Ms. or
an authorized user of the Expedia account self-booked tone roundtrip flight on British
Airways departing on March 20, 2020 from New York, NY to Santa Cruz de
Tenerife, Spain and returning on April 3, 2020 along with a 10 night stay at Barceló
Santiago and the Vacation Waiver via ***.We can confirm on March
24, 2020, Expedia emailed the customer advising we have reached out to the
airline and they denied the refund request. The airline advised that the customer
has the option to exchange the ticket for another trip. The exchange would be free of charge, if you
have not flown any portion of your trip the full value of the ticket would be
eligible for you to exchange for another trip of your choice, as long as you
book your new trip and complete travel, a year from your original departure
date. If you have flown, the outbound portion of your trip the remaining value
of your ticket will still be eligible for value towards another trip.After further
review on May 18, 2020, Expedia reviewed the British Airways record, British
Airway unconfirmed the outbound flight on March 18, 2020. British Airways COVID19 policy states the non-refundable
ticket can be exchanged free of charge. New tickets must be booked, and travel
completed, a year from your original departure date.
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. British 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. In addition, at the time of
completing his booking on our website, Ms. agreed to our Terms of
Use, which expressly provide:
Supplier Rules and Restrictions:Additional terms and conditions will apply to your reservation and
purchase of travel-related goods and services that you select. Please read
these additional terms and conditions carefully. In particular, if you have
purchased an airfare, please ensure you read the full terms and conditions of
carriage issued by the 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 fashionOur 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 Expedia. Expedia is 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. Expedia has 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 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. Based on the above
we are not able to honor your request for a refund.
We thank you for allowing us the opportunity to
address the issue that was brought to our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely, Di-Di F Corporate
Correspondence Team
I am not satisfied with the outcome. Expedia is not abiding by regulations set by the DOT. Airlines are regulated to refund money if requested by consumers yet Expedia is not!??
June 3, 2020Revdex.comAlaska, Oregon &
Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank
you for forwarding the Revdex.com B *** consumer
rebuttal from Ms. ***.
We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint regarding a refund instead of the airline credit/voucher. We understand that Ms. is requesting that Expedia issue a refund for the flight
reservation. 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. Expedia stands behind their original
response. The British Airways COVID19 policy states the non-refundable tickets can
be exchanged free of charge. New tickets must be booked, and travel completed,
a year from your original departure date. When Ms. is ready to exchange
her ticket she can contact our Customer Service Department at 877-227-7481.
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 F Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: IT is British airways policy to issue you full refund if customer requests it as per the airline, however because I used Expedia the airline said I had to receive refund from Expedia. There are multiple complaints similar to mine against Expedia. Something needs to be done against this corrupt company not issuing customer rightful cash refund! Check with British airways or departments of transportation!
Sincerely
I have been trying to change my travel because of the coronavirus and have been calling every 15 minute to wait on hold for an hour and disconnected. I can't reach a person to process and have been trying for two days with nothing.
March 31, 2020Revdex.com Alaska, Oregon & Western WashingtonComplaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding his package booking. Our records indicate Mr. was able to reach us and
cancel his trip, itinerary ***, on March 14, 2020. A full refund of the
hotel portion of the booking was issued on the same day, in the amount of
$802.70. As the validating carrier on the flight portion of the booking was
United Airlines, future airline travel credit was provided per their terms and
current advisories.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 NCorporate Correspondence Team