Expedia Customer Service Issues

Booking #[redacted][redacted] American Airlines has canceled the first leg of our trip. As per the new COVID-19 bailout regulations, if any part of the flight is cancelled by the airline, we are eligible for a [redacted]% cash refund. I do not wish to receive credit vouchers as future travel plans are uncertain. Being senior citizens, this refund is significant to us. Despite receiving an email prompting me to cancel for a credit by April 30th, contacting the help number was unsuccessful as assistance is only available 72 hours prior to the June 9 departure. The tour company has already refunded us, rendering the flights unnecessary. I kindly request a review of the situation and assistance in the best way possible. -Cheryl S.

Booking Reference: #[redacted][redacted] I recently received an email instructing me to cancel our flights by April 30 for a voucher credit. I have tried contacting customer service without success as they are only available 72 hours before our flight on June 9 due to American Airlines cancelling the first leg of our trip. According to the new coronavirus bailout regulations, we are eligible for a [redacted]% cash refund for the entire trip because of this cancellation. Our land tour was also cancelled, and we have already received a full refund. We are now requesting a cash refund for the flights rather than credit vouchers, as we do not plan to travel within the next 12 months. This refund is important to us, considering the circumstances. - C. Stroup

Due to the COVID-19 pandemic, I had to cancel my trip scheduled with you on April 14 - 17, [redacted]. I appreciate the refund received from Expedia for the hotel room and car rental. Although I purchased trip insurance, it did not cover my Frontier flights booked through you. Frontier Airlines is only offering a credit voucher or miles, which I do not want. I am adamant about receiving a refund. I have already reached out to them and copied the F.A.A. and a family lawyer. As a single mother of two, it's crucial for me to have my money back, totaling $[redacted].20 for the flights. After receiving a partial refund of $[redacted].76 from you, there seems to be a discrepancy of $[redacted]. Please assist me in resolving this matter promptly. Thank you.

Unfortunately, I had to cancel my trip scheduled with you for April 14 - 17, [redacted], due to COVID-19. I was able to get a refund from Expedia for my hotel and car rental, thanks to trip insurance. However, Frontier Airlines, through your service, is only offering a credit voucher or miles for the flights, which I'm not interested in. I have reached out to them and also informed the F.A.A. and a family lawyer about the issue. As a single mother of two, I need my money back, which is my right. The total trip cost was $1,[redacted].96, and after a refund of $[redacted].76, I'm still owed $[redacted].20 for the flights. I am confused about the remaining $[redacted]. Can you assist me in resolving this and getting my flight money back?

Itinerary #: [redacted][redacted] Name: Katsuyoshi Tanaka I had a reservation at Holiday Inn Santiago-Airport for May 4-5, with a cost of US$[redacted]. Unfortunately, due to the Coronavirus situation and Chile's restrictions on foreigners, I was unable to travel and utilize the reservation. I canceled through the website on 3/25/[redacted] as it was my only option. The hotel assured me there would be no charges or cancellation fees for this circumstance. However, despite this, I have not received a refund from Expedia. They have been unresponsive to my attempts to discuss the issue over the phone. I am disappointed with Expedia's handling of this matter and request assistance in obtaining the refund that I am entitled to. Thank you for your attention to this matter. Sincerely, Katsuyoshi Tanaka

I have been trying multiple times to contact customer service regarding an unauthorized charge of $[redacted].07 on my card. This unexpected charge has caused financial strain, resulting in overdraft fees from my bank. I am frustrated by the lack of response and inability to reach a representative for five days. As a long-standing customer, I expect better service than being ignored and experiencing financial burdens due to this issue. I urgently need this problem resolved promptly with a refund to my account. Your assistance in addressing this matter is greatly appreciated.

I attempted to book a four-day stay at Motel 6 in Old Sacramento, located at [redacted] Jibboom Street. The manager directed me to Expedia, but the booking failed to go through, and $[redacted].84 was pre-authorized for four days. My husband waited outside for four hours during this process. I have called multiple times for assistance while my husband has been present, yet the customer service representatives were extremely rude and repeatedly hung up on me when I requested to speak with a supervisor. Eventually, I spoke with a supervisor named Logan, who was even more unhelpful and disconnected the call when I asked to escalate the issue. My husband had to use the only money we had to pay for the room. We are trying to improve our situation during these difficult times, and your company holding onto our funds means my husband might become homeless in a city with over [redacted] cases of coronavirus. When I inquired if the pre-authorized money could still be used to book a room, they informed me that it wasn't possible due to a supposed glitch in their system. Logan mentioned we might have to wait up to three days for the pre-authorization to clear, which is unacceptable. Our trip plans were made with our last resources, and now we face the possibility of illness and unemployment.

I am writing to address an urgent issue with my motel booking. I arranged for a reservation through Expedia based on a recommendation from the motel manager in Sacramento where my husband is currently staying for a job interview. Unfortunately, despite preauthorizing payment, there is no booking in place. This mistake has left my husband at risk of being without accommodation soon. Financially, we are struggling, with just $19.00 remaining after he had to use some for essential expenses. He urgently needs to be reimbursed and for the booking to be confirmed for our safety and peace of mind. The situation is critical, and we implore your assistance to resolve this matter promptly. Thank you.

On Tuesday, April 29th, I booked a replacement return flight from Montego Bay to North Bay, Canada using a credit from a previously booked ticket for May 15th. The new flight is scheduled for June 1st, itinerary # [redacted][redacted]. I did not receive a confirmation from Air Canada, so after two days, I contacted Expedia on Thursday, April 31st. They informed me that I had a flight with Air Canada and re-sent my confirmation. This morning, I received an email notifying me that my flight has been canceled without an explanation. The additional fee of $[redacted].88 that was charged for the new flight has been refunded to my credit card by Air Canada. Although I can see that Air Canada has flights available online for June 1st, I need to go through Expedia since that's how I originally booked. I am frustrated as I am unable to contact anyone by phone due to the current COVID-19 restrictions. I would appreciate any advice on how to proceed. Thank you.

I recently booked a stay at the Queen Hotel in Seoul, South Korea. Unfortunately, I was not informed about the quarantine procedures for transfer passengers at the airport, which has affected my ability to reach the hotel due to COVID-19 restrictions. I respectfully request a refund under these circumstances. It would be beneficial for Expedia to include this essential information in the booking process to prevent similar issues in the future. I arrived expecting to check into my hotel but am unable to do so now. Please process a refund for the $73.00 USD I paid for the reservation. My itinerary number is [redacted], and you can reach me at [redacted]. Thank you for understanding the impact of the pandemic on travelers.

Hello, we are affected by Corona. We were in Tenerife and are facing approximately €[redacted] in damages due to canceled flights, etc. This has made us very uncertain about future travels. Despite having booked a flight to Crete long ago, we still wish to proceed with the trip. We have already booked an apartment through your service with reservation number [redacted][redacted]. Given the general uncertainty regarding travel agencies, we had requested to pay 25% of the trip upfront and settle the rest before the cancellation deadline. Unfortunately, we have not received a response yet. The issue with the refund for the trip booked via check24 has been resolved. We are also unsure about the role of Klarna. In the event of a cancellation, we prefer not to have to deal with a bank in Sweden. We kindly ask for a prompt response. Best regards, Tilo Hendel

Hello, I am reaching out to request a refund of $[redacted].59 for a flight booked on March 17th for my daughter, Anna, traveling from New Zealand to the United States with Itinerary # [redacted][redacted], scheduled for March 25th. Due to the circumstances surrounding the Coronavirus, Anna had to urgently take a different flight home, prompting the cancellation of the original booking online on March 18th well within the 24-hour window for a refund. Despite facing challenges in reaching customer service over the phone on the 17th, I successfully canceled the flight through the online portal the following morning. I understand the current situation is unique, but I kindly ask Expedia to respect the terms of our agreement and process the refund accordingly. Should you need to discuss further, you can reach me at [redacted]. Thank you for your prompt attention to this matter. Sincerely, Jeff

Subject: Cancellation Request for 03/28/[redacted] Itinerary with Expedia Hello, I submitted a cancellation request for various flights related to my upcoming travel on March 28, [redacted], booked through Expedia. The flights were set to go from Paris (ORY) to Lisbon (LIS) and back. Due to the spread of the Coronavirus in Paris and the ensuing travel restrictions in Europe, I decided to cancel my trip entirely. I am seeking a refund for all flights and associated fees with TAP Portugal or a credit towards future travel. The original flight was scheduled for March 23, [redacted], but I rescheduled it to March 18, [redacted]. Unfortunately, I had to cancel everything on March 15, [redacted], in light of the escalating situation. Thank you for your assistance. Sincerely, E. J. Lynch

My name is Carmen Ruiz. I am an Australian citizen currently in Ecuador. I have a reservation booked through Expedia to return to Sydney on May 15th, but due to the current pandemic, this reservation cannot be honored as scheduled. I understand the situation, but Expedia's website instructs customers with reservations to contact the airline 10 days before the departure date. I have been trying to reach Expedia within the specified timeframe but have had no success. My intention is to get in touch with Expedia to state that I do not want to cancel my ticket; instead, I wish to change it for another date and inquire about the possibilities and procedures involved. I appreciate your assistance. Carmen Ruiz

Hello, I am Carmen Ruiz again. Regarding the information requested by GetHuman: 1. My itinerary number is [redacted], and I am the only person on this booking. 2. GetHuman also asked for my cell phone, which Expedia should have recorded during the reservation. The number I used in Sydney to make the reservation is [redacted]. My cell phone in Ecuador is [redacted]. GetHuman also inquired about what I would like them to do to assist me with my issue. I hope they can help me get in touch with Expedia in some way since calling them has not been successful. Maybe they could provide me with an email address for Expedia so I can reach out and explain my situation, and hopefully, we can either extend my booking or find a better solution.

I contacted Expedia to cancel a flight from Boston to Sacramento on April 25th and returning on May 2nd due to COVID-19, but I have not received a refund yet. The round trip flights were with United, and the itinerary number is [redacted][redacted]. After following up with Expedia about my refund, I was advised to contact United. I believe that since I booked through Expedia, I should not have to reach out to United directly. I am hoping for a quick resolution to this issue. Thank you, J.K.

I am a customer of yours, Gassani A., and I am currently in Colombia as the coronavirus has prevented me from returning home. Since March 3rd, I have been renting an apartment, and my return flight with Iberia from Bogota to Milan via Madrid is confirmed for June 15th. My booking code is TDA29X. I had purchased an insurance policy that included coverage for a pandemic. I am wondering if it is possible to be reimbursed for the expenses incurred during this extended stay of three and a half months? Thank you.

I've been attempting to contact Expedia for several days without success. I am eligible to cancel my upcoming trip due to COVID-19. We were scheduled to fly to Seattle on August 1 for an Alaska cruise, which has since been canceled for [redacted]. I managed to cancel my flight with the airline's approval. However, when I tried to cancel the hotel booking, it showed a refund of $0. I spoke with the hotel's manager, Dane, who confirmed that a refund can be processed given the circumstances. He has made notes in the system regarding this arrangement. You can reach out to him for verification.

Due to government and international Coronavirus restrictions, I was unable to use my holiday. The Competition and Marketing Authority has rules in place regarding contract non-performance. In such cases, consumers are generally entitled to a refund according to consumer protection laws. The CMA specifies that consumers should receive a full refund in situations where businesses fail to provide services, the government restricts services, or consumers are unable to use services due to government health measures. The emphasis is on providing refunds rather than vouchers in these circumstances. Thank you, Mr. T Spencer.

Today, I discovered that my trip (itinerary #[redacted][redacted]) has been cancelled. After speaking with one of your agents, I found out that Qantas Airlines cancelled my trip to New Zealand and New Caledonia on April 23, [redacted], due to the pandemic. I was informed that I would receive a credit valid until December 31, [redacted], totaling $4,[redacted].10. However, I never received an email from Expedia about this cancellation. I have no written confirmation of the credit. On a different occasion, when I cancelled a domestic flight, I promptly received an email confirming the credit details. I kindly request that you provide written documentation from Qantas Airlines outlining the cancellation and instructions on how to use the credit. Having only heard about this verbally, I would like written confirmation.