Expedia
Reviews and Complaints

I can't begin to say how happy I am with expedia...had to cancel a trip due to corona virus and my parents compromised immune systems...they got me refunds for nearly every penny...yippeee

I filed a complaint with Expedia earlier and I want to resolve that complaint, they fully refunded me even though I was never able to get in touch with anyone to ask for a refund. They ended up doing the decent thing and I appreciate that. I am trying to find a way to redact my previous complaint with them.

We hadn't used a travel agency for a while but chose Expedia right before Covid hit and I'm glad we did. Our agent is fantastic—thorough, diligent, and advocates for us. Despite the circumstances, I highly recommend this business.

I booked a family vacation through Expedia and I did not have an issue. Our Rooms were great and our vacation was awesome thanks to Expedia and the Expedia representative at our resort. He was able to help with excursions and any changes we needed, including changing our private shuttle rental at the last minute due to inclement weather.

I booked a round trip flight through a travel agency that advertised a free personal item included with the flight. They never specified what the personal item could be or mentioned a size limit. When I arrived for my flight with my backpack as my personal item, the airline staff said it was too big and charged me a carry-on fee of $67 each way. I complained to the travel agency that charged my credit card for the flight, but they offered no remedy, refund, or credit.

Absolute fraudulent garbage company. I booked a flight from *** to ***. The second leg of my trip was cancelled through Expedia's incompetence without even notifying me. I went through 7 customer service representatives, many of which had a tenuous ability to make any kinds of coherent thought. The ones that could told me to contact the airline with who were never passed information from Expedia. I booked a trip, they took my money, and they failed to book the trip. Please include me on any class action lawsuits.

Do not book with Expedia. I booked a condo pictures on website were not at all what I received. Was supposed to have a full kitchen, did not. Was supposed to have soaking tub and separate shower, did not. Washer and dryer in unit, nope. Family room and dining room not at all as pictured. Called and they said initially all they could do was issue me a coupon for *** on my next stay. Then talked to someone else she said *** coupon then changed it to 1***. Took me 2 years to save for this trip. Coupon good for 1 year. I wont be traveling again for at least a few years and do they think I would actually book with them again, really. Pictures very misleading beware.

On April 1st, I booked a room at Main Stay suites for April 8 through Expedia. Plans changed, so I attempted to cancel via Expedia's text chat but got no response. I decided to go anyway, but upon arrival, I was informed Expedia had canceled my booking and no rooms were available. I found another place to stay. Back home, I saw a late reply on Expedia's chat instructing me to call the hotel directly. Booking through Expedia prompts for insurance to safeguard your reservation, which seems like a way to charge extra for assurance of your stay.

The customer "experience" is the absolute worst! Despite 19 phone hours and several emails in which I have been promised the refund due (within *** business days), they continue to lose my information, provide ridiculous answers about what went wrong and refuse to escalate my inquiry when requested. Each person I speak with claims to have the largest authority (which is zero) at the entire company and there is no other person to speak with. They all state that "Ma'am this is the best I can do for you and there is no other person who will tell you different." I've been waiting on a refund since Oct 5, 2021 for *** business days. After 3 hours on the phone again today, I'm waiting again for my refund *** days. This time, they "promise" I will get my money back. It's truly awful and I will never use Expedia again! The agony of being Expedia's customer is too great.

Two incidents need to be reported where their customer support team plain lied to me. *** stole my money. Instead of giving me a refund for my flight, I was issued flight credit with an expiration date during a pandemic time when travel was ill-advised. They refused to extend the expiration date and instead they sent me directly to the airline (make it the airline's problem) which didn't respond within a month. By then, it had already expired and the airline (American Airlines) told me that this was Expedia's responsibility. 2.) Second instance was a name change on the airline ticket, of which we spent 3-hours with their customer support team speaking with several people in both phone calls and chat. After it was said in done, we were assured the correction was made. Only to never receive any confirmation of this change. No word on any updates who knows? NEVER giving these thieves money again and wish them nothing but failure.

On Feb 18, 2022, my wife and I had the worst experience upon arriving at a hotel booked through Expedia. Contrary to the online description, the hotel lacked amenities, including the advertised free breakfast. After check-in, we faced a non-operational elevator, a filthy building, and a urine odor in the hallway. Carrying our luggage, we climbed to the third floor, only to find a dirty room with a smoke/drug odor, stained chairs, and broken curtains and lamps. We immediately wanted to leave and get a refund, but neither the hotel nor Expedia would comply. I'm considering a FTC complaint for the misleading information and unrendered services.

As someone who loves to travel, I've had both positive and negative experiences with Expedia.com. While some users praise the platform for its ease of use and friendly customer service, others have faced challenges like booking errors, unhelpful support, and unexpected charges. It seems like Expedia.com offers great deals but may lack consistency in service quality. If you're considering booking with Expedia.com, it might be wise to weigh the pros and cons based on your specific needs and preferences.

Expedia doesn't have any idea of what they sell!
Back in March of 2023 my wife & I were lining up a trip for my sons college graduation which would probably be the last trip we would all take together.
1st we tried Priceline that was a disaster because they booked the same trip flight hotel & all twice (2 times).
I guess they thought I was bring along a set of clones or something.
I went through hell getting my money back after emailing the CEO daily.
Okay back to Expedia:
1st they got my wife's last name wrong not once but twice. It didn't match her passport so she wouldn't be able to get through customs.
I ended up booking her flight myself with the airline.
2nd I requested a ground floor beach view (I paid extra for that because my wife is disabled) I verified it with Expedia & called the hotel to verify the same. The Royal Decameron Montego Beach.
Well we arrive at the hotel on said date which we were to stay for eight (8) days great.
We check in & are given a room on the fourth floor no elevator okay I will straighten it out later.
So we go up to the room & I go back to the front desk & explain that we paid for beach front 1st floor not 4th floor.
I am told they have no rooms like until tomorrow so I would have to check out prior to 1100 hrs (11:00 A.M CST) & they would have the room ready for us.
Next morning comes & we did as directed.
Problem no room ready as told
I am informed the room will be ready by 1200 hrs (12 noon cst)
Okay I can live with that so I thought
1200 hrs. Comes still no room (they were given more than enough notice)
We ended up falling asleep in the lobby until I got really pissed off & asked for the manager.
I got the manager & informed her that I have been waiting over 3 hrs for my room which I was promised & verified back in March (it's now June)
I informed it's going to be a little while longer
What
I informed her that they owe us over three (3) hrs of our time & I will go to the said room & clean it out myself & everything will go out the sliding glass door to the beach & I might forget to open the door.
Needless to say in less than ten (10) min. We had the room.
They room was twice the size of the one we were in & like twenty (20) feet from both pools.
Then we had the TV remote problem there was no remote in the room.
I went down to the front desk & informed them & was told they would get one there right away.
Guess who the remote was until 2030 Hrs (8:30 P.M. cst)?
ME (this is after a number of times requesting it)
The patio only had two (2) chairs so I decided it need some sprucing up to make it more homey esp. After the aggravation we went through.
I grew up on Long Island, N.Y. Where we stole anything nailed down or not so now it was time to revert back a few decades.
Night came & it was time to go on covert operations & put on the cami's to spruce up the place.
1st a couple of lounge chair disappeared & ended up in our patio & room along with a table & a large vase from the smoking area full of sand
Still didn't look right on the patio we need more shall I say obvionce so a few Palm trees with planters & Tie plants decided they wanted to move to the patio from around the Hotel.
Still wasn't the right look we were missing lighting for the patio so a bunch of their solar lights served the purpose.
Needless to say the next morning my wife & son got up & asked me were did all this stuff came from?
I Replied: what stuff?
They replied: all this stuff.
I replied: You weren't happy with the patio the way it was so I went night shopping, You have no idea how It was the dodging security guards with this stuff.
They are lucky I gave up drinking otherwise their kegs of Beer & liquor inventory would have come up short also just like we used to do breaking into bars when they were open & stealing their kegs or car dealer ships for tires & stereos, etc.
Needless to say my son confiscated my cami's the next night because I wanted some of their statues now for or patio.
Well so much for me scrounging anymore.
The Gym was no where near as advertised or the beach hardly any lounge chairs or cabanas as advertised.
The bathroom was a far cry as advertised all of which we took pictures of among other things of the place.
Then the women on the south shore of Long Island you would go to the beach & have a ton of eye candy.
Here you were surround like you were at Blivit Beach (Blivit is ten (10) ponds of crap in a five (5) pound bag) & these things are wearing two (2) piece thongs! Golo or Slim fast would make a fortune there!
This one kid about 10 years old was so fat he couldn't get out of the pool by the ladder without his mothers help!
This kid looked like a younger version of the Michelin Man or Mr. Stay Puff the marshmallow man.

There was one (1) thing they didn't advertise & that was Cockroaches.
Thank God I put a wet towel at the bottom of our door so the couldn't enter.
We must have counted at least 12 of the guys averaging three (3) inches in length.
After all of this & a few other things we had enough of this place & I booked a flight home only 4 days into the trip as we were supposed to stay 8 days.
So the evening before we are leaving at around 2200 Hrs. (10:00 P.M. CST) I can across I think it was Cockroach #15. I have to say it was nice enough to stay & pose for the camera for a couple of photos.
So after the Cockroach photoshoot I caught it by the leg in front of a few ladies to their horror & proceede to the front desk with my prize.
As I am getting to the area of the front desk you have the bar & a large room that all these people are partying in at the time.
I figured I might as well have some fun on my final night there & show over 40 plus people to witness my find of the night.
I walked into the middle of the crowd (Cockroach in hand by it's leg) & yelled out: "May I have everyone's attention please?"
Everyone quilted down & looked at me.
I then asked: "Has anyone misplaced or lost this marvelous specimen of a Cockroach?" (As I said that I held it up so all the people could see it was very much alive dangling by my fingers trying to get away.)
I made sure I didn't say Roach because everyone there would have pulled out a clip thinking they could smoke it.
Needless to say all the people scattered away from me & ladies screamed.
Then I asked If anyone wanted to bid for it & we will open the bid at 50 cents?
No bidders.
Next morning it was time to check out & I asked for a complaint form & a bill.
The manager was there as I reviewed the bill & aske Me: "Is there a problem with the bill?"
I replied: I was checking to make sure I wasn't being charged extra for the Cockroaches so I guess they were included free of charge."
A bunch of people heard me say it loudly.
I requested a refund for the time that we were not staying & was told I had to deal with Expedia for a refund.
So I got home downloaded my pictures & their that they advertise attached them to a more indepth letter with proof of check out (Plane tickets etc.) and emails exhibits "A" - "N" Their photos & actuals to the CEO in Seattle WA Requesting a refund & a copy of such to my credit card company.
Still waiting on a reply from Expedia.

BOOK YOU TRIPS & FLIGHTS YOURSELF LESS AGGRAVATION.

I used to be a regular customer with Expedia, but after the last four months, I have since moved my business to other travel platforms. I am very sad to see where the company has shifted. I booked a *** Airlines flight back in December 2020 through Expedia's site. Less than two months later, the airline canceled my flight (around February 6th 2021) and Expedia told me they had put through a refund request. Should be a fairly straight forward process as I didn't cancel the flight, the airline did. It has been over four months and I've called multiple times to follow up on the long delay. Each time I spoke with a rep they assured me the refund had been put through, but no one could confirm what date the refund request was made. One representative even told me that Expedia hadn't filed a refund request until late March and that was the reason for the delay. Despite the many changes and delays due to COVID, the different information I was receiving was concerning. Finally, Expedia recommended I reach out to the airline directly (which felt a little strange, but I wanted to move the process along.) When I called ***, they informed me they have no record of my refund request and assured me no such refund request from Expedia had even been put through yet. I've called Expedia multiple times in the two weeks to try and get clarity on this and have held for over 7 hours only to have the line be disconnected unexpectedly. When I was finally able to get through to one representative, she was incredibly helpful and said I needed to call back during European office hours so an Expedia rep could call a specific department at *** Airlines to rectify this situation. (She shared this was a department at *** that I wouldn't be able to reach on my own and would need to have Expedia reach out to.) I woke up at 3am the next morning to do so, but once again, held for seven hours, only to have the representative who finally did answer, hang up on me before I could get a full sentence out. He kept repeating, "I am not getting any response, I am disconnecting this call," although, I was there and responding. Not a wonderful way to start a day after having been on hold since 3 in the morning. After multiple calls of either holding for over seven hours, or requesting a call back that never came, I decided to send an email asking for clarity. I have yet to receive a response. I'm feeling stuck and am unsure of what to do next. Every representative at *** has been wonderful and very helpful, but they continue to assure me there is nothing I can do to request the refund, it has to come from Expedia. I have been using Expedia for years, but unfortunately, will continue to take my business elsewhere moving forward. I hope they find a strong comeback, I used to love their site and services. Rooting for you, Expedia.

I will never again book a flight through Expedia! I will always book directly with the airlines. If I could give negative zero stars, I would! We booked a flight last year for my 15 yr old daughter’s spring break, and to visit my best friend in CA. We had to reschedule due to COVID. We rescheduled our trip for April 3rd -10th of 2021. I had no problem at all reaching someone at Expedia to reschedule. Our flight was scheduled to leave Richmond on April 3rd 2021, at 8:00 a.m. Our destination was LAX. We arrived at the Richmond airport at 6:00 a.m. only to be told there were no flights going to LAX from Richmond. We were told by ***, they had contacted Expedia on Feb 28th regarding the flight cancellation. SAY WHAT? I never received an e-mail from Expedia stating our flight had been cancelled. *** was booked solid due to spring break. We couldn’t get a flight until the next day. *** stated there wasn’t enough interest in direct flights to LAX, so they cancelled all direct flights on Feb 28th to LAX until the end of May. My oldest daughter had dropped the family off at the airport and left. We had to quickly call her back to pick us up. I called Expedia to discuss the issue with them and they blamed *** for not informing us of the change. It’s not ***’s responsibility. Expedia should have contacted us. I did call *** directly after I spoke with someone at Expedia. *** verified the date they cancelled our flights, and informed Expedia of the change. I wasn’t satisfied with the lie Expedia told me (blaming ***), so I called Expedia back and found it impossible to speak to someone from customer service. I had just spoke with someone an hour ago, now the prompts directed me to dead ends. I finally had to put in a confirmation number for an upcoming trip (thank god we aren’t flying) I had scheduled for May (I scheduled way before all of the craziness happened), to get through to someone in customer service. Finally, when I got through, they put me on hold for 30 minutes, came back and stated they sent an e-mail regarding the flight cancellation on March 9th 2021. I never received that e-mail...and yes I checked my spam folder. Let’s say I did receive that e-mail; Why didn’t Expedia send it on Feb 28th when *** notified them? After a long wait with customer service conducting research regarding my dilemma, they hung up and never called back, even though they had my phone number. As I stated before, I scheduled a trip through Expedia for May and they can’t send me enough e-mails about my up coming trip! They send tons of e-mails wanting to know if I need flight and car rental. Would really have been nice to have received an e-mail stating our flight had been cancelled before we showed up at the airport at 6:00 a.m! What a debacle! In the future, I will never ever book anything with Expedia again. I will let my friends and family know too.

Expedia is the WORST company I have dealt with in my lifetime. A few years ago, I lost over $700 because I decided to use them to book a trip for my family. Over a month ago, I decided to try to use them despite the experience I had a few years ago. I was under the impression that their customer service had improved and I would not have the same unfortunate experience as before. I THOUGHT WRONG. Almost a month ago, I decided to use Expedia to book a trip to Belize. I had reserved plane tickets and hotel accommodations using Expedia. I arrived in Belize on 6/18 and my return flight was originally scheduled for June 22nd. However, after experiencing issues finding transportation back to the airport, I decided to call Expedia on 6/21 to change the flight to 6/23. The wait times to speak to an agent were between 2 hrs (as I was told by the automated response machine). So, I waited to get a call back from Expedia. I didn't receive a call so I tried again around 7 pm. 9:20 pm comes around and I still did not receive a call. The next morning I woke up around 7 am and realized I got a call close to 10 pm (so a 3-hour wait). I tried calling again that morning and was placed on a 2 hr hold. When I actually spoke to a customer rep, I immediately asked them to call me back if I were to lose cellular service, which they agreed to do after I gave them my call back number. The customer rep was able to find the flight to change to at no additional costs (besides the change fee); however, when my card was being processed for the fee, my phone call dropped and I did not receive a call after. I tried calling Expedia again and had to wait another 2-3 hours to talk to a customer rep. Once I was able to speak to that customer rep, they refused to change my flight reservations and told me that I had to contact United to make the changes. Begrudgingly, I contacted United which also had a 30-60 min wait. When I was able to talk with the United customer rep, they refused to change my flight reservations because the reservation was with Expedia. THEN, I called back Expedia and was put on another 2 hr wait, and by this time my original flight was close to departing. Needless to say, I could not change my flight with Expedia and had to book additional tickets which costed me an additional ~$1200 just to leave Belize because they would not change my flight (even though an Expedia customer rep was previously in the process of changing it). NOW Expedia will not reimburse me for the flight tickets. I have called them multiple times since arriving back in the U.S. Nothing good has transpired from my calls really so far. I even waited for 2 hrs to talk to a Customer rep just for them to tell me their system was going through an upgrade and they could not help me until their system update was done (another 2 hr wait). Just ridiculous! I should be compensated at least partially for their inaccurate communication and poor customer service. I will NEVER use them again nor will I ever recommend Expedia to anyone!

Upon arriving at my hotel reservation, as I am checking in, I was told by the front desk clerk that my reservation was not put in their system by Expedia. I had previously called and canceled my reservation through Expedia for the day before and rebooked my reservation for the next day (I was emailed confirmation for both). After showing the front desk clerk my confirmation, the front desk clerk said they could see my old, canceled reservation, but could not see the new reservation that Expedia charged me for and was supposed to book. So, I called the customer service line for *** and got a hold of an agent by the name of ***. I told *** my situation and he explained he would call the front desk clerk to figure out the situation. Because I was the only person in the lobby with the front desk clerk, I could see and hear everything that was going on. After going back and forth with the front desk clerk to figure out how to book my room, *** became very unprofessional and started to degrade the front desk clerk whom *** blamed for the problem. However, the front desk clerk remained professional showed me everything from my previous canceled reservation and why they could not see the new booking in the hotels system, and told me exactly why it was not in the system. The Expedia agent *** finally called me back and told me the situation, which I had already known exactly what was going on. *** said he was very upset with the front desk clerk, which I explained I heard the whole conversation as he was degrading the front desk clerk while the front desk clerk remained calm and spoke professionally. *** explained he would like to book me a room at another hotel which I declined because I was already at the hotel I was supposed to have reservations at, it was very late, and the front desk clerk had plenty of open rooms still available. So, *** called the front desk clerk again, and again blamed the front desk clerk for the issue and degraded him, and even tried to charge me additional money to book my room at full price for each night when I had already been charged by Expedia for the same reservation. After a while, the front desk clerk and I agreed that we should try to get a hold of another representative with Expedia that *** be able to help. So, I called Expedias customer service again and got in touch with Ally. Ally called me and then called the front desk. Again, she blamed the front desk clerk for the problem, while the front desk clerk was trying to explain to Ally as he did with ***, the situation and how it could be fixed. Finally, after over two hours of waiting and frustration, Ally from Expedia took the front desk clerks advice and booked my room. This story has more detail, longer, and much worse than what I have written above, but I am unable to fit it all in a review that I hope everyone stops and reads before considering booking with Expedia. I am willing to not post this review on every site I can find if I was contacted by a representative to make things right, but a week later I have yet to hear from any representative with Expedia.

If I could give them a 0 I would. I made a reservation same day. I was just telling my boyfriend that I loved Expedia they make things easy and that I have never had a problem with them. I booked a two night stay at the hometown inn and suites and just wanted to let my kiddos have fun in a hotel stay. When we first pulled up to the hotel there was three cop cars. We walked in and checked in and asked the lady at the front what was going on. She then stated nothing crazy. She put us on the 2nd floor and the room across the hall was a cop sitting out side of the room. The cop stated something bad happened! I had al three of my children under the age of 10 with me. Next thing we new there was more cops and a crime scene vehicular and personnel with more cops and a vehicle that transport bodies. They came out of the hotel with a ladies body she overdosed in her room. We went down stairs to ask for our money back and she said she can switch us down stairs so we did just because We had children and we did not want toLeaveThat late we went to the room there was two bubblegum in the trash there was Pee in the toiletThe sheets had obviously not been changed or wash there was dried boogers on there with stains and other peoples hair that was obviously not our hair. My boyfriend went to go complain at the front desk and they gave him a key to another room to see if we would be OK with that room we went into that room and the bed looked the same way then they offered us a suite we went to the suite she pulled out the mattress on the couch so that my kids could sleep on it to show me how it looked and there was bread comes in food crumbs falling out of it all over the place there was blood stains on the bottom of the sheets the floor in our room that we were just in was sticky I went up to try to get our money back they said that they could not refund us that we had to get in contact with Expedia so we got in contact with Expedia and they couldnt get a hold of the front desk so I had to go up to the front desk I dont know if Expedia wasnt calling them or if the front desk didnt want to answer them and have them blocked because the whole time I was standing there shes like I tried calling and the phone was not ringing! The lady at the front desk got an attitude with the other guest that was trying to help me and told him to stop because he did not know the situation. Expedia said they were unable to give me a refund without talking to them and then I told them I wanted to speak to a supervisor they had them call me back today. They said they still could not give us a full refund because the hotel would not allow it. I explain to Expedia how they are the ones utilizing these hotel companies and how is it that they couldnt give us our money back when we didnt even stay at the hotel we ended up loading up and were going to just eat the cost of the hotel because of how bad the hotel was and they were not willing to help us out except for getting us a day refund back I will never use Expedia again and that other hotel should be shut down and Expedia should not be using them Im very disappointed and disgusted with how Expedia handled this and also how the hotel handle this.I will never refer people to Expedia or to that hotel and Expedia has officially lost a customer!

We booked flights for 4 people with *** from Chicago to Japan via Expedia at the end of 2019. This was supposed to be a family vacation in April 2020 for our daughter’s graduation. The tickets were approximately 5000$. The flights were canceled by *** due to covid about 10 days before our departure date. We were given credits(non transferable), not refunds at the time. I called Expedia(was on hold for 2+ hours) in Jan 2021 to see when we had to use the credits by. I was told the credits expire at the end of 2021. I was also told we might be eligible for refunds, but need to call *** to confirm. I called *** but the call was dropped up after 2 hours of holding. We decided it was just too much hassle to talk to *** and would try to use the credits instead. We had a hard time booking due to the ongoing pandemic, coordination of four people’s schedules, and high dollar amount of credits. So I decided to call *** again to get refunds. I was told by an *** agent Pearl that we were eligible for refunds, but needed to work with the booking agent(Expedia) to process. I called Expedia right away. My calls were dropped twice after holding for 2 hours each time. On my third attempt I was finally able to talk to an Indian agent after holding for 3 hours . I was told that Expedia would have to call *** to confirm the refunds and I would be notified via email in 12 hours. I received an email from Expedia after 48 hours. The email reads "We spoke with United and they decided to stick to the terms and conditions of the booking and not issue a refund. We apologize for any inconvenience”. What a lie and WTF! I called Expedia right away after receiving the email and was able to talk to another Indian agent after 3 hours of holding. This agent was more helpful, but was not successful as far as giving me refunds. I called *** again(holding 1+ hour) and was told again we were eligible for refunds. The call was then transferred to the refund department of *** which was closed at the time, go figure. So I called *** again the next morning and was on hold for 1 hour. This time an *** agent by the name Tom was able to process the refunds without kicking me back to Expedia or the *** refund department, but he could not explain why Expedia lied to me about *** not giving me refunds. This has been an absolute nightmare, the worst experience in my lifetime. Expedia has caused my family and I a great deal of despair. I may have developed PTSD from this experience. I tried to call them at different times of the day and different days of the week and I was always put on hold for hours at a time. The calls were dropped at times after hours of holding. The phony live chat did not work either. I spent over 20 hours on the phone and on live chat without getting a solution for a simple problem. I swear this is a deliberate tactic deployed by Expedia to discourage people from contacting them. So they can pocket the ill gains. I would have given up if a much smaller amount of money were involved. Giving up is what they want their customers to do. This practice should be seriously looked at and this business should be shut down if the deceitful behaviors persist. Please do not use their service. The little money saved is not worth the pain you will suffer later. I will book my flights directly from the airlines from now on.

I have had the WORSE experience with Expedia trying to get a flight booked. I have spent over 7 HOURS on the phone over a 4 day span. The first issue I came across was that the first agent lied to me on the phone after being on hold two hours, then an hour on the phone with her to try and book it. She kept putting me on hold to call the airline. Told me the airline explained to her that I would have to book directly with them to use the credit I then explained to her that no, that wasn't right because Expedia tried to tell me that before and I called the airline and they informed me that expedia had to book the fight because you are the ones who issued the flight credit She then proceeded to tell me that "oh I explained that to the airline agent and they assured me that you have to call them"So after being on the phone for 3 hours I hang up to call the airline. They inform me that your agent was lying because they don't like to book that way because you don't make any money in those cases. She suggested I speak with a supervisor when I call back.I then call back to be placed on hold for an additional hour. I receive a rep by the name of *** I allowed him the chance to handle the situation and book the flight for me, which he was unable to accomplish; He was able to find the first flight and quoted me a price. Then when we moved on to the second flight he was rude and so I asked to speak with a supervisor. He informed me that I couldn't speak with a supervisor on that call but would have to have them call me back So I requested that he confirm that I would have the same ticket price with the first flight when the supervisor called back because ticket prices change so often. He couldn't do that so I asked that he go ahead and book the first flight. Which he refused because I asked to speak with a supervisor. I requested that he cancel the ticket for a supervisor, book the first flight, then submit a ticket for the supervisor to call me back regarding the second flight. To which he refused.The supervisor never called me back and I'm extremely frustrated at the lack of integrity from your company. That request was placed 7 days ago and still have not received a phone call.I have since placed additional phone calls and was able to book the first flight last Thursday 12/30.I received a phone call on Friday the 31st to inform me the agent made an error while booking that flight and there were changes needed. This is now additional time I am losing from work to be on the phone with your company. and I have still not been able to book the return flight using the additional credit that i have on my account.I feel as though the least that could be done to help amend some of the wrong doing on Expedia's part would be to issue some sort of additional credit. I have never had to spend this amount of time nor had a company of your size lie directly to me regarding services they are paid to provide.. When I was finally able to book the first flight on 12/30 ( the one your agent messed up) I was told I would be emailed the itinerary. Never happened. I was emailed an update saying the flight was cancelled but never the new one after you fixed your error. I had to call United on 1/3 and sit on hold for additional time to find the itinerary and ticket numbers and United emailed me the info I needed. So yet again, your company caused more trouble for their customer

I have working with Expedia to obtain a refund for changes to itinerary I did not accept or approve of. *** confirmed a refund was issue back to Expedia for $346.20 for I#***. *** also sent me letter to confirm a refund was issue. Expedia refused to refund my Discover Card. My last conversation with them was give them a few more weeks, well this issue started in June 2020. I have a PDF that shows Expedia received my communication but they did not send it over to *** Air. See *** note below. From: *** Date: 10/1/20 12:00 PM (GMT-06:00) To: *** Subject: RE: Reference#: *** September 30, 2020 Dear ***, Thank you for contacting *** Airlines Customer Care with your inquiry. ***, I understand you have questions regarding a refund you were to receive for a recently canceled ticket, confirmation code ***. Our records indicate a request to process your refund was submitted to our accounting department on September 22, 2020. Please allow seven to ten business days for processing, however financial institutions have varying time frames when posting credits. Please contact your financial institution directly for further information. As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight. Sincerely, Jeanna G. Customer Care Representative Reference#: *** From: Expedia Travel Services Date: 6/20/20 6:47 PM (GMT-06:00) To: *** Subject: *** Airlines changed your flight details. Do you accept? Passenger(s): ***/*** Expedia Itinerary Number: *** Airlines Confirmation Code: *** Airlines Changed Your Flight Details We need your response. See changes in red below. *** Airlines changed your itinerary and did their best to find an alternative with minimal disruption to your trip: Changed the departure date for 1 of your flights. Changed the arrival date for 1 of your flights. Changed the departure time for 1 of your flights. Changed the arrival time for 1 of your flights. Changed the flight number for 1 of your flights. It is important that we confirm your acceptance of this change as soon as possible. Please review the updated itinerary and click I ACCEPT below. Chicago to Portland Sunday, June 21, 2020 Flight Details *** Airlines Flight Number: *** From: Chicago, IL (ORD-O'Hare Intl.) To: Portland, OR (PDX-Portland Intl.) Status: CONFIRMED Depart: 4:25 PM Arrive: 6:58 PM Class: Coach Equipment: *** Jet Portland to Seattle Monday, June 22, 2020 (change) Flight Change Details *** Airlines Flight Number: AS 2878 (change) From: Portland, OR (PDX-Portland Intl.) To: Seattle, WA (SEA-Seattle - Tacoma Intl.) Status: CONFIRMED Depart: 2:00 PM (change) Arrive: 2:53 PM Class: Coach Equipment: DeHavilland Dash 8-400 Turboprop Operated By: OPERATED BY *** AIR AS *** (AS) Seattle to Las Vegas Monday, June 22, 2020 Flight Change Details *** Airlines Flight Number: AS596 From: Seattle, WA (SEA-Seattle - Tacoma Intl.) To: Las Vegas, NV (LAS-McCarran Intl.) Status: CONFIRMED Depart: 4:25 PM Arrive: 6:55 PM (change) Class: Coach Equipment: *** Jet Las Vegas to Seattle Tuesday, June 23, 2020 Flight Details *** Airlines Flight Number: *** From: Las Vegas, NV (LAS-McCarran Intl.) To: Seattle, WA (SEA-Seattle - Tacoma Intl.) Status: CONFIRMED Depart: 6:35 PM Arrive: 9:09 PM Class: Coach Equipment: Embraer *** Operated By: OPERATED BY *** AIR AS *** (AS) Seattle to Chicago Tuesday, June 23, 2020 Flight Details *** Airlines Flight Number: AS26 From: Seattle, WA (SEA-Seattle - Tacoma Intl.) To: Chicago, IL (ORD-O'Hare Intl.) Status: CONFIRMED Depart: 11:55 PM Arrive: 6:00 AM +1 day Class: Coach Equipment: *** Jet Please click "Accept" if you agree to the change. If you choose to cancel, please click "Cancel" and we will cancel your flight. Once we cancel you will receive either a refund or a credit depending on airline policy. For more information see our customer service portal. Due to significant increase in cancellations across the travel industry, the airlines who are offering refunds are issuing them within 8 weeks, but some refunds could take longer, depending on the airline. I Accept Cancel Flight Special Instructions As a result of this change, unless mentioned above, any seat(s) selected in the original booking may not be confirmed for the changed flight. If you reserved a paid seat, please contact the airline to ensure it is transferred to your new flight. ________________________________________ Please do not reply to this e-mail as this mailbox is not monitored. You are receiving this transactional email based on a recent booking or account-related update on Expedia.com. CONTACT US To contact us or send feedback, please click here. CST# *** @2020 Expedia, Inc. All rights reserved. Expedia, Expedia Extras, Best Price Guarantee, Trend Tracker, Insiders' Select and the Airplane logos are registered trademarks, or trademarks, of Expedia, Inc. in the U.S. and/or other countries. Other product and company names mentioned herein may be trademarks of their respective owners. For Internal use only *** Itinerary Number:

I have a trip booked for Paris for my daughter and I from Sept. 12-19 (Itin #***). All indications are we won't be able to take the trip due to Coronavirus issues. I have received multiple e-mails from Expedia urging me to cancel by a certain day in order to get credits. The latest deadline was May 31. In an effort to ensure I could get full credit to re-book next year, I called May 27 to cancel. I was told the hotel and airfare need to be canceled separately. Additionally, the hotel rate was non-refundable and without the hotel's approval, not even a credit could be issued even though the only reason I am even considering canceling this dream vacation is because of Coronavirus restrictions. An inept customer service agent tried to contact the hotel but came back on the line saying he couldn't understand the language when he called so he would have to e-mail them. In the meantime, I had found the contact the property function on Expedia's site and reached out on my own. I was assured by the agent the May 31 deadline provided in the May 20 e-mail from Expedia meant little and that I would still be able to cancel after that date - I just might have a year as opposed to two to rebook. I had received an e-mail from the hotel May 29 indicating they would extend credit through May 31, 2021. Unfortunately, as this is the third trip I've had to cancel this year that needs to be re-booked next year and I have to work around school and work schedules, I feared May 31 wouldn't be long enough. I reached back to the hotel to request a further extension but also called Expedia back June 1 to see if they could help. I had yet another 45 minute plus wait and yet another customer service agent who could do nothing for me. He had no idea what I had already done, said he couldn't find a number for the hotel to call, then said he too called but couldn't understand the language. I was transferred to a supervisor Ellen who indicated they would keep working with the hotel and she assigned me a case number (***). June 3 I received an e-mail from the hotel indicating they could extend my credit to August 31, 2021. I immediately forwarded it to the Expedia customer service team. I received a response the same day from Venice at Expedia indicating they would apply the credit. That same day, I tried to click the link I had received May 20 to cancel my flight. I was taken to a screen indicating: We're sorry Unfortunately, we can't process your request because it is too close to your cancellation date. Please check your itinerary for more information about how to contact us. I then tried to go directly to the Expedia site and sign in to my trip and cancel from there. Doing that I was taken to a screen that indicated what credit I would receive but also indicating there would be a penalty of $300 per ticket upon rebooking. If I go to *** site, they indicate: Need to change upcoming travel? To help with uncertainty around future travel, you now have until June 30 to change or cancel any travel you’ve booked through the end of the year without fees. For additional flexibility, if you make new travel plans by June 30, you'll be able to change or cancel those flights you booked with no change fee. You may be able to request a refund online or by contacting us if your flight has been affected by a significant schedule change or if your flight was canceled without another option. I sent yet another e-mail to customer service about the discrepancy and asked for help getting the credit properly applied to my account. I got back an obviously generic response - cut and paste directly from some script customer service agents are provided as opposed to truly looking into my case to see all that had been done and what help I needed. I called again June 9 to try to get everything addressed once and for all. Again, I waited for 20 + minutes and spoke to an agent who had no idea what was going on. I was repeatedly put on hold and told he was looking into the history of my case. Yet when he returned to the call he still had no idea what I had worked out with the hotel and didn't even show a credit on my account. Frustrated, I asked to be transferred to a supervisor. I spoke to Brian. I got the same song and dance about needing to look at the history of my case and he too somehow never found the communication with the hotel, their confirmation of the credit, any credit on my account. I don't know how Expedia can function as a company when their customer service team is so worthless. Brian had the nerve to say to me he was doing the best he could to understand how credits were being applied since they have never had to deal with things like this before. How dare he! None of us have had to deal with a global pandemic so completely disrupting our lives. But as a company that provides travel services, Expedia NEEDS to know. And they have had months to figure it out. I have NO confidence in them. Yet I will be forced to use them to rebook because they are the method I used initially. Customers like myself use a service like Expedia for a couple reasons: 1) Convenience of booking all aspects of a trip in one location. On the flip of that, to be able to cancel those aspects in one location as well by using their service. 2) As the booking entity, they should be an advocate for their customers. I should be able to speak to their team and get accurate, consistent information. They should know how to communicate with their travel partners and how to apply credits. In the unprecedented time we are living in, I've had to test these benefits. They have failed miserably.

January 17, 2023 To Whom it May Concern, I have been seeking a refund from Expedia for flights booked through Expedia for travel in June 2020 and were canceled by the airline in April 2020, well before the departure schedule. A credit or voucher was issued by Expedia for the full ticket price for all five passengers. In 2021, I requested a refund through a link sent by Expedia to my email and never heard back from either Expedia or the airline. I spoke with two different Expedia agents on January 1, 2022, about this issue and one agent at the airline. The airline maintains that Expedia never released the funds to them and that my refund money lies with Expedia. Expedia told me a supervisor would call me, which never happened. I spoke for an hour on Expedia chat on January 5, 2022, and the agent was also unable to resolve the issue, providing two codes to use when calling the airline, which were not recognized. I tried to work with the airline several more times and contacted Expedia again on January 17, 2022. I chatted with an agent who said the refund was issued, then corrected that something went wrong and promised to issue the refund. He also issued a $50 coupon as an apology. On February 18, 2022, I noticed the airline credits were gone from my Expedia account, but I have not received a refund. I spent another hour and a half on a chat with an Expedia agent who could not reassure me that my refund had been processed. We ended the chat with a promise that Expedia would call me, which never happened. I received emails from Expedia stating they were following up with the airline but received no resolution. On March 5, 2022, an Expedia agent claimed that I canceled the flight and could only get a flight credit, which is false. I have an email from April 11, 2020, showing the flight was canceled by the airline. I contacted the airline the same day and they could no longer see information about my ticket numbers. I asked an Expedia agent to call trade services to have the airline, Expedia, and myself on the phone at one time to straighten this out, but I could not get through to Expedia. I reached out to Expedia again on March 23, 2022, and received an email stating I had credit/vouchers good for booking until September 30, 2023, but no voucher numbers. I tried again to get a refund and received a response on April 2, 2022. On May 30, 2022, I received an email from Expedia. I reached out to the airline on the phone and none of the numbers/codes sent by Expedia were recognized in the system. I sent them another email on October 11, 2022, and got a response that as my booking was made directly with a travel agency, they are responsible for my refund. On November 6, 2022, I attempted to book flights with an Expedia agent using the missing vouchers. The agent tried to get me to book new flights on my credit card with a promise to reach the airline and get a refund for my voucher amount, which I declined. I have summarized the issue here. Expedia has given me the runaround for over two years for the return of $2,372.30 from 5 tickets my family purchased through them. The airline canceled the flights, I requested a refund through a link sent by Expedia, my request was ignored. I have lost hours and a large sum of money because of corporate greed. It's criminal. I am seeking a refund for the full amount of my canceled flights - $2,372.30. I sincerely hope you will be able to help. Thank you for your assistance.

On April 29th, 2019 I booked a package deal flight and hotel with Expedia for Iceland for my husbands 35th surprise trip. The hotel booked in Iceland name is *** by *** hotels, located at *** Iceland. Intineray #***. About a week before the trip, the Covid-19 pandemic went global and we were banned and unable to go on our trip planned for March18 to March 22nd, 2020. I called Expedia as soon as I had proper information that we could not make it to Iceland. 3 days straight I called Expedia, in which the line was continuously busy, when I got through I was put on hold and then hung up on after being on hold for up to 2hrs. My next step was to call my credit card company, *** and begin the process. They advised me to fax all the appropriate documentation as they begin there investigation. I then called the hotel, as well emailing which my first conversation was with *** She stated the hotel could not issue me a refund because they haven't received payment due to they are the third party because I booked with expedia. She also stated the hotel can not collect the payment until I check into the hotel. She advised I keep calling Expedia in which I was even after calling my credit card company. Ms. G told me she made a note in there system and asked me to email her my itinerary with the price etc. in which I did immediately. I advised her my credit card company is starting the investigation and they may give me back my payment in the amount of $645.17. I told her I will email her as soon as I receive payment. She emailed me a voucher for $570 in US dollars to stay at there hotel in near future the voucher was valid for one calendar year from the date. (March 2021) Couple days later I received numerous refunds from my credit card company, for our flights, prebooked activities, and our hotel. I immediately emailed the hotel to let her know I receive my full l refund in amount owed for the hotel. I received an email back from the hotel stating they were glad I received my full refund and hopefully I can visit in the future. I then received an emails from the hotel by a Kristajan ***, Sveinbjorn *** and Hafdis *** that they have note I have received my refund and the voucher they emailed me was now invalid. They also stated they have it noted in the hotels system which why we could not fly out to due to the pandemic. On October 12, 2020 I received a letter from my credit card company that I will be rebilled in the amount of the hotel of $645.17. I immediately called ***. They advised I needed to call the hotel and expedia because the time frame is expired, due to them never receiving documentation about the hotel payment when I faxed it back in March, I needed to call them to get my money back. It was never faxed because I received my money back and the hotel made note which it should been a closed case, but *** told me the hotel still received my payment from expedia even though they had noted I could not travel there for my trip. I called and emailed the hotel. They now stated they don't give out refunds but offered me a 4year voucher and said I can even give the voucher to a family member or friend. I asked why did the hotel accept my money from Expeida having note I could not travel, and *** from the hotel told me they couldn't expect payment until I checked into the hotel in which I never did. I advised I just want a full refund. They wanted to give me a 4 year voucher! I am A frontline employee as a Registered Respiratory therapist, I have worked hard this whole time in a Covid19 intensive Care unit overnight. I don't even know where I would be in 4yrs or even if the hotel will still be in business. they want me to take a voucher just to make up for not giving me a refund which isn't fair at all. I have numerous emails from the hotel. They also never said they don't give refunds until now, she only stated they could not offer me a refund because they didn't get paid because I haven't checked into the hotel. But yet all the notes noted they still decided to keep my hard earned money. A lot of policy have changed due to the pandemic. If I wanted to go to Iceland now I couldn't due to the U.S is still banned to fly there but they still want to keep my money. I called Expedia and spoke to a representive who told me they forward the information to the appropriate staff, however I received an email from an Adam and Angela who stated they spoke to *** from the hotel and I just need to just take the voucher as if I don't have a choice After I stated why I didn't want a voucher for a place I may not even get to go to due to the bands. I emailed expedia back and stated I would even take a voucher from expedia to have a choice to book with them again, I received no response back from anyone. Expedia is who I booked I with, they are the company I trusted my hard earned money with. I feel uneasily about this whole situation like its a scam. Expedia literally telling me you need to just take the voucher when both parties knew about the banned and how serious this pandemic is and it shows me they do not care. The inconvenience, time and stress this has caused me and my family Is unbearable. I did not cancel on my own, this is literally out of my hands. I have now been rebilled $645.17 after already losing money for cancellation fees for other activities pre booked in Iceland. They are literally telling me I just need to settle for a voucher. It has been a week and no one from Expedia have even replied back. I don't even want a voucher from expedia anymore and will no longer book through them again. Both parties clearly received my payment with no problem but no one wants to step up for my refund. Everyone I spoke to seems as they were so understanding but no one from Expedia email or contacted me as if they don't care. I don't have almost $650 to spare. They are really trying to scam me out of my money and I am asking for a full refund.

I needed to travel to Phoenix, AZ to be with my sister who was recovering from surgery. In preparation for that trip. I made flight reservations with Exepdia.com. On or about March 5, 2021 I, erroneously, made flight reservations on *** Airlines through Expedia.com from Washington Dulles International Airport to Sky Harbor International Airport, Phoenix, AZ departing on Friday, April 2, 2021 and returning on Sunday April 4, 2021 for $399.60. The intended departure date was for April 1, 2021. Later that day or sometime the next day, I realized my mistake and looked into whether I could change the outbound flight without a fee or a change in cost. Once I determined that *** Airlines was not charging a fee to change a flight, I contacted Expedia.com on or about March 8, 2021 and spoke with a representative. That person was able to change my flight to the correct departure date on April 1, 2021 on *** Flight *** at 5:35pm and assured me that there was no fee incurred, no change in cost, and the return flights were unchanged and those flights were still reserved. The return flights were on *** Airlines ***, departing at 8:34am connecting through Houston, TX on flight ***, departing at 2:30pm arriving at Washington Dulles International Airport at 6:28pm. On March 9, 2021, Expedia.com sent me a new itinerary with the corrected departure date of April 1, 2021 and my return flights on April 4, 2021. My debit card was charged for the round-trip flight on March 8, 2021 for $399.60. I had no indication, whatsoever that any of my flights were cancelled either to or from Phoenix from either Expedia.com or *** Airlines. On March 5, 2021, I received an email from *** Airlines at 5:17pm, advising me of an incident involving a third party system provider that stores airline passenger data for one of the *** member carriers. The email advised that the incident involved certain data potentially being accessed, such as customer names, *** numbers and *** status, but that no other information or passwords were exposed. The email suggested changing *** account passwords. On the same day, I received another email from *** Airlines at 10:22pm, about the flight on the April 2, 2021, the wrong departure date, providing information about restrictions for Basic Economy seats. On March 27, 2021, I received an email from *** Airlines at 12:46pm, providing information for my flight to Phoenix, AZ on April 1,2021, the corrected date. Neither email mentioned the return flight trip, but at this point, I have no information indicating any problems with my return flight. On April 1, 2021, I checked in for my flight with no problems. I flew to Phoenix, AZ with no issues. I received no notification from Expedia.com or *** Airlines that my return flight was cancelled. After visiting with my sister after her surgery, I arrive at the airport on April 4, 2021 to return home. I tried to check in at the kiosk. I get a message to see the Special Services. I tried again, same message. A *** Airlines assistant tried as well, and she advised me to see the Special Services desk. After waiting in a line for several minutes, concerned that I’m not going to make my flight, I get to the ticketing desk, and the ticketing agent tells me there is not a return associated with the confirmation number I had, which was the same for my flight to Phoenix, AZ according to the itinerary I received from Expedia.com. To make a long story short, the ticketing agent called some *** Airlines number, and was told that when I made the change from the April 1st to 2nd, 2021 flight, Expedia.com cancelled my return flight and issued a refund! I said, WHAT! I received no information that my flight was cancelled. I tried to remain calm and consider my options. Flights were full at this point and my chances of getting a seat were slim. The ticketing agent advises that she found 1 seat available on an 11:34am flight connecting in Chicago, IL for $1,027.20! I went from a $399.60 round-trip ticket that I paid for already, to $1,027.20 just to get home because somebody between Expedia.com and *** made a mistake or there is some glitch. I asked the *** Airlines ticketing agent to hold that seat so I would have time to talk to Expedia.com. After waiting for an Expedia.com representative for approximately 30 minutes, I tell him the situation and he checks my record and he tells me that he has no record that Expedia cancelled my return flight and no refund was issued. He advised that it looks like *** Airlines updated my return flight to the new flight and I told him that they only did that after I asked them to hold a seat on the new flight while I talked to Expedia.com to see what happened. Ultimately, the Expedia.com representative tries to find out what happened, is no help, and advised that they can’t give a refund for the original return flight. So now, after the hour long call with Expedia.com between waiting on hold for 30 minutes and talking for another 30 minutes to get nowhere, I have to pay for this $1027.20 flight in order to return home. I called my husband to see if we were refunded any money for the return flight and he does not see any refund. I called *** Airlines to see if anyone could help me, and they advised that when Expedia.com made the correction, it went through without a return flight. Expedia.com denies they did anything wrong, so now Expedia.com and *** Airlines are pointing their fingers at each other. Meanwhile, I am out $1027.20! I am seeking reimbursement of the $1027.20 that I had to pay for the error by either Expedia.com or *** Airlines. I still have not received any refund for the original $399.60 return trip that *** Airlines said I supposedly received from Expedia.com. So instead of paying $399.60 for a round-trip ticket, I paid $1426.80 for the entire air travel. I will never use Expedia.com again and, because I feel that *** Airlines took advantage of the situation, *** Airlines will be my last choice for travel. I appreciate any assistance the BBB can provide in this matter.

Initial Transaction Date = 4/23/22 Transaction Amount = $2173.14 Cancelation of Trip = 6/21/22 Please see copy of most recent correspondence with Expedia.com:"To Whom It May *** name is *** and I have been a long term customer of *** for nearly two decades. I have always favored Expedia as one of my top travel agencies and have never run into any issues up until this year. I have now become so exhausted from my recent correspondences with Expedia's customer service and supervisor exchanges that I feel I need to seek out help from corporate.This past April, my husband and I booked a flight to Malaga, *** via *** Airlines from ***, in hopes to join my family on holiday. We later decided to look into an alternative flight in order to arrive in *** sooner. We had purchased flight insurance at the time of our initial booking, however I called Expedia *** in order to speak to a person to verify that we would be fully refunded for the initial flight prior to canceling and booking an alternative flight. I unfortunately do not remember the agent's name that I spoke with,although the call was recorded (per the notification received while holding for a representative). During that call, I explained to the agent our goal - To book a flight from LA to *** with a layover in ***, but ONLY if our current trip was Fully Refundable. I was placed on hold various times as he verified. The agent returned to the call,which was on speakerphone with my husband, and stated that our flight was fully refundable if canceled. As I repeated that back to him, he placed me on hold a final time and came back to repeat, "the flight is fully refundable." He also recommended at that time that I book the first flight prior to canceling the new one. I thanked him and did as he suggested. My husband and I went on our trip without any issues, only to come back to see that we were in fact issued a Flight Credit, not a full refund. This is where our issues with Expedia began.Upon return from our trip, I noticed a refund was not issued on my credit card. I called Expedia and stated to them that a mistake was made and I was issued a credit. I asked the agent to listen to the recorded call, which is stated to happen upon each call to Expedia for *** This agent, and later a Supervisor, both told me that I had been told Flight Credit, not a Refund. When I asked if I could also listen to the recording, I was informed that I was unable to listen due to "privacy concerns." This conversation was between two parties,myself and the Expedia Agent, so I'm not quite sure how this provides quality assurance or privacy for anyone other than Expedia? My husband and I were both on that initial phone call, and we would have NEVER agreed to receive a credit for that flight - we would have just kept the original flight and would have been on our way. Yet, we have repeatedly been told that we were incorrect, yet only Expedia could hear the recorded calls. The Expedia Supervisor, whom I only have as "Cath G" from an email signature, continued to tell me that I had agreed to something completely different, and that the Refund was not up to Expedia, it was in *** Airline's decision solely. This started the first of many unresolved phone calls, both to Expedia and ***, both who told us that the Refund was to be given by the other party. Upon our second to last phone call to *** Airlines, they stated that Expedia has our money, therefore it was their responsibility to refund the ticketed amount. Stating this to multiple Expedia agents has gotten us nowhere. And each time after asking to speak to a Supervisor, or anyone who has the authority to help us, we have been placed on long holds to later be told that one is not available. This has happened over and over, each time being promised that we would receive a call back within 72 hours. We have never once received a call back as promised. On July 12th, an agent did send an email to *** Airlines after one of our lengthy calls, requesting a Full Refund in the amount of $2173.14 and reply within 1 business day. Not surprisingly, we did not hear back from either party. Not even with the follow-up email I sent to Expedia on July 26th.We have now called Expedia numerous times - initially asking for the Refunded amount as promised, and later feeling defeated and asking for simply an extension on the Flight Credit. We have been repeatedly told No. Repeatedly told that it was in *** Airlines hands, yet Expedia currently has our money and the ability to extend the flight credit.We are still at odds with the notion that not one person from Expedia's team has the "authority" to *** us even a 3 month extension on this Trip that has cost us hours of time in calls, as well as $2200. An extension on a flight credit does not "cost"Expedia.This brings us up to Thursday, December 8th 2022. We placed a call inquiring about the details of using our flight credit, since Expedia will not return any calls or offer any kind of resolution in this matter. On this call, we were told we could fly anywhere that *** Airlines flies to use the credit (again, a recorded phone call). The following day we called again to verify, just to find out that this is not true. We can only fly into ***. And this flight has to be completed by 4/20/23, forcing us to travel this winter to ***.Yesterday, December 10th, we attempted to use our Flight Credits to book the trip on Expedia's website. When the website would not allow us to apply our flight credits, we called an agent to book the new trip to ***, ***. After giving the flight details, he informed us that it would cost just under an additional $1500. This was due to Penalties. Nearly $1500 additional on top of the $22000 we have already given Expedia. I most likely do not need to inform you that penalties were never discussed on any phone call or email with Expedia.This unfortunately has led me to seek out contact information from Expedia's Corporate Headquarters. This situation has caused a financial burden upon us, has caused great anxiety and frustration,and has taken hours of time just to have zero resolution. My last phone call with *** Airlines yesterday left me with the same information - it is Expedia who has our money and who can *** our extension.I have attached screenshots of correspondences with Expedia, as well as responses from *** Airlines. I am truly hopeful that this issue can be resolved in one of three ways:1. A Full Refund in the amount of $2173.14.2. An Extension on our Flight Credit Deadline of 6 months, which does not monetarily affect Expedia.3. The removal of flight penalty fees.I appreciate your time in reading this email, and I look forward to your response in the hope that we can resolve this issue in a mutually beneficial matter.Kindly,***"

We purchased a travel package on Feb 15, 2020 for a flight to Switzerland as well as hotel in Zurich and a return flight home to MSP. April 29 - May 3, 2020. Our flights were $837.15/person (2 tickets). MSP - KEF - ZRH and then the return of ZRH - KEF - MSP. All four legs were canceled by the airline. Overall summary: If I explained every detail this would take weeks. I’ve been asking for details since almost day 1 and have yet to receive a consistent, reliable, and realistic answer. Our flight was canceled, a “credit” was supposedly issued - yet with no details about how/when to use it and then when they finally provided dates (book by Feb 15, 2021) they did not take into consideration that that was not even an option with borders being closed everywhere *** flies as well as travel restrictions for US passport holders. Basically: Here’s your “credit” - it’s going to expire “soon” - we don’t give you any details on the terms and conditions of it - and you can’t actually use it because we’re not flying anywhere and no one is letting you in anyway. Here’s a record of most of my online chats with them. I also contact them on chats from the app (which are not saved) as well as numerous phone calls over the last 10+ months. I attempted to reach out to expedia on March 17, 2020 - too busy/our trip was too far out/online chat disconnected March 18, 2020 - too busy/our trip was too far out/online chat disconnected March 27, 2020 - too busy/our trip was too far out/online chat disconnected March 28, 2020 - I received my first text notice from Expedia stating that that they’ve made it possible to cancel for a full hotel refund and a credit for future flights, only if we cancel. So, I reach out and ask for details: “Can you tell me *** policy on changes and cancellations? it’s not listed on your drop down menu” (*note: *** is STILL not on their drop-down menu when looking for airlines policies.) Expedia’s response: “The information you requested is not available for this itinerary. If you’d like someone to help, you can choose ‘Contact an agent’.” I selected “Contact an agent” But - too busy/our trip was too far out/online chat disconnected. We canceled our package without ever hearing more from Expedia. With the entire world shut down and all flights to Europe cancelled, we thought this was our ONLY option. Also at this point, no one could foresee what has since gone on. April 21, 2020 - I contacted Expedia requesting a refund, they said *** was not offering refunds, only credit for future travel - but with no details what the terms or conditions were. Despite *** website claiming our tickets did indeed qualify for a full refund due to the type of ticket as well as they date booked and travel dates. April 22-May 21, 2020 - I contact *** via phone and email and received no help, only referring me back to Expedia April 22, 2020 - too busy/our trip too far out/online chat disconnected - phone wait between 5-8 hours April 23, 2020 - too busy/our trip too far out/online chat disconnected - phone wait between 5-8 hours April 23 - May 24, 2020: I contacted *** by phone numerous times. They refused to talk to me and told me to contact Expedia. May 4, 2020 - I was told by Expedia to contact *** directly. I informed them I already have. They said to try again. May 7, 2020 - I filed a claim with the US Department of Transportation. They responded on June 1 that they would be looking into my case. As of my last response from them on November 4, 2020: “Your complaint about *** and Expedia’s refund practices during the COVID-19 public health emergency remains open.” May 8, 2020 - I received a mass email from Expedia stating they are still waiting on information — waiting on “credit validity: the dates for which you need to book and/or travel by to use the issued airline credit” and “any additional terms and conditions attached to your flight”. As of today - I still have yet to receive any terms and conditions. May 23, 2020 - I was informed I needed to rebook travel by Feb 16, 2021. I inquired about where I could travel with a USA passport. They advised that I check the government’s website. I did — nowhere *** flies was allowing USA passport holders. I asked what happens if I can’t use it? Or just simply if I don’t use it. They responded: “check back at a closer time to the expiration date, so we can check updates.” During this time, we literally just wait — hoping that things would get better and we’d be able to use our credit at some point. I called many times and was told to “wait until your deadline is closer” and “airline policies will change." December 1, 2020 - I was told to contact Expedia one week out from the Feb 15 deadline. January 5, 2021 - I called back just to double check no changes had occurred earlier. I was told to contact Expedia one week out from the Feb 15 deadline. Feb 8, 2021 (one week out as directed) - I reached out to expedia via Chat. They had a supervisor call me. Vince (and he gave me a case number to reference). He informed me that *** would be extending a travel voucher for travel before May 3, 2025. I asked for all of the terms and conditions. He said he would email them to me. We spoke for 1 hour and 2 minutes. He contacted *** during our conversation. I completely believed everything he told me, but I refused to accept the “new voucher” without everything in writing. Feb 9, 2021: I reached out again to verify Vince’s information because clearly, by this point, I realize Expedia has perfected the runaround. Sure enough - Expedia can’t find any of Vince’s notes. Tells me to try back in 72 hours because that’s how long it takes to “record” the information from our phone call. Feb 10, 2021: I reach out again. This time they tell me there is no record of such voucher, no record of my call with Vince, and they have to wait 72 hours for *** to respond. I ask for a supervisor and they tell me that’ll be 24 hours later. Kimberly gives me a new case number (not sure why that matters since they can't look up the last one Vince gave me) and assures me she's "made a note" for her supervisor to call me. So, here I sit, waiting for a call within 24 hours (it’s now been almost 22 hours and let’s be real - they’ll never call in the next 2 hours, we know they have no record of a supervisor being told to call me even with a fancy, probably made-up, second, official case number) despite my current credit supposedly expiring on Feb 15, 2021. At the beginning, a reasonable voucher would have been acceptable. However, it is not reasonable to (1) give you a voucher that is unable to be used due to travel restrictions + flight restrictions (*** isn’t even flying into MSP at this point) and (2) it’s been 10+ months of complete runaround by Expedia. I understand *** may not be being fair to them, but I hired Expedia — they need to be responsible to their customers. The simple fact that they are unable to provide ANY terms and conditions to what they are trying to offer alone shows you they are trying to take advantage of everyone and unfairly not give refunds as refunds are properly due. They make you wait until a week out and then they drag that week out until everything has disappeared and they get off the hook. I anticipate Expedia giving their standard regurgitated answer of: it’s out of their hands, we’re all subject to *** policies, etc. They won’t actually answer any specifics of this case, acknowledge how poorly they’ve handled it, or address the lack of customer service. How can you NOT find notes from an hour long phone call with a full case number included?! I find this completely unacceptable. They won’t address it because they don’t have any excuse for it. It’s all part of their runaround. As shown above, they never provided accurate information or a reasonable solution.I’m not surprised by the thousands of complaints on this website - all with so many so much similarity it’s ridiculous. There are entire websites dedicated to Expedia experiences exactly like this. There will no doubt be a class action lawsuit. I am seeking a complete refund of $1674.30

Three separate Better Business Bureau complaints have been filed against Expedia.com, American Airlines, and a third company as it is not clear which of these parties is responsible, and I did not see an option that allowed me to file a joint complaint against multiple parties. On October 11, 2022, I purchased a travel package from Expedia via Expedia mobile app, using a MasterCard debit card issued to me by my bank which was linked to my checking account. The Expedia travel package included three round trip airline tickets to/from various destinations for me and my family, with American Airlines, confirmation number SLTSRL. I paid Expedia $4,176.45, in one transaction, for hotel accommodations and the three AA plane tickets. On October 12, 2022 the $4,176.45 Expedia purchase posted to my checking account in four separate transactions: $2,408.85 by Expedia.com for hotel accommodations; and three transactions for the plane tickets by American Airlines, totaling $1,767.60. On January 17, 2023, I cancelled the trip due to a death in the family using a link provided on Expedia's mobile app. That same day, I received an email confirmation from Expedia confirming that the hotel accommodations had been cancelled and refunded, and American Airline credits were issued for the three plane tickets. A link to redeem the airline credits was included in the email. On January 17, 2023, I attempted to book a new travel package, and in doing so, followed the link in the above referenced email in an attempt to redeem the airline credits. I received error messages indicating that the airline credits could not be used. I attempted this several times, receiving the same error message each time. On January 17, 2023, I called Expedia on two occasions and spoke with two separate customer service agents, who advised that I was not actually receiving airline credits but instead, receiving a refund to my original form of payment for the airline tickets, which was why error messages appeared when I attempted to redeem the credits. I was repeatedly told that I did not have airline credits to use, despite that they appeared in my Expedia account. On January 18, 2023, I received a refund from Expedia.com in the amount of $2,408.85 for the cancelled hotel accommodations, which was refunded to my original form of payment and posted to my checking account. To be clear, the $1,767.60 refund for the airline tickets was NOT posted to my account, and remained due and owing. On January 19, 2023, I contacted Expedia customer service by phone for a third time and was advised by a third agent that I was getting a cash refund for the plane tickets at issue and I did not have airline credits, and even though credits appeared in my Expedia account, I should disregard them. Between January 17 and January 23, 2023, I was anxious to rebook the trip due to rapid increase in pricing, and attempted to use the airline credits that continued to appear in my Expedia account, each time receiving the same error message. On January 23, 2023, I contacted Expedia for a fourth time via online chat, and was connected with a fourth Expedia agent, April. In writing, this agent conveyed the same message that the other three agents had, and again, advised that I had received a full refund from American Airlines to my original payment method, which would be posted to my account within seven to 10 business days. Based on representations made by Expedia on multiple occasions, I purchased a new trip package on January 23, 2023 not using airline credits. The new travel package included three airline tickets with American Airlines for the same three passengers as the previous trip. The new airline tickets would have been credit eligible if credits had been issued and were available for use, and I would have used the airline credits if they had been available. On February 6, 2023, after the passage of 10 business days from my last contact with Expedia, no refund for the airline tickets had been posted to my bank account. On February 6, 2023, I filed a complaint against Expedia with the Better Business Bureau (BBB), requesting a refund of $1,767.60 back to my original form of payment, as promised by four Expedia agents. On February 8, 2023, I received a response to my complaint from Expedia's Global Traveler Resolutions team. In the response, Expedia represented that after receiving the complaint, they contacted American Airlines to check the status and they advised that the tickets were already refunded on January 17, 2023 back to the original form of payment. Refunds might take up to 1-2 billing cycle to show up on your card statement. The refund was processed in transactions for each ticket. On February 13, 2023, I contacted my bank and spoke with an agent who reviewed my checking account and advised that the above referenced refund had not been received by the bank and had it been received, it would have been posted to my account immediately. On February 13, 2023, I replied to Expedia asking for additional information, including tracking information, as the refund had not been received. No additional information was provided to me by Expedia anytime thereafter. Instead, I was told to follow up with BBB if the refund had not been received within two billing cycles. On February 28, 2023, I contacted my bank and spoke with an agent regarding the missing refund which was allegedly deposited into my account six weeks prior. During an hour-long conversation, this agent again advised that, to date, the bank had not received the refund. Further, she assisted me in filing an internal dispute with the bank. In addition to the extensive details I verbally provided during the phone call, I also emailed the bank several documents to support each of my allegations, including Expedia's response to the first BBB complaint, where Expedia alleged that transactions had been issued back to the original form of payment, which was linked to my checking account. On March 22, 2023, the bank issued me a letter advising that it conducted a thorough investigation of my claim and determined that no error had occurred, and thus, no reimbursement would be issued. To date, I have not received any of the $1,767.60 refund in question from any of the three businesses involved. There is no question that at least two billing cycles have passed since January 17, 2023 when this refund was allegedly issued. Please understand, I have been chasing this refund for almost three months now with no avail, and have spent more time on this than I wish to even think about. I understand that sometimes mistakes are made, but at this point it goes beyond mere negligence as these businesses have had three months and multiple opportunities to correct the problem and have not done so. I have no idea where this missing refund is, which business has it, or where things went wrong in the process, but as a consumer, this should not be my problem to solve. This is a last ditch effort to ask these businesses whoever is responsible for the mistake to make it right and issue me the $1,767.60 refund that I am owed. After this, I have exhausted all my resources and will have no choice but to file a consumer protection and breach of contract lawsuit. I have already consulted with a lawyer who has agreed to take this case and if a suit has to be filed, he will be seeking costs and attorney's fees, as well as punitive damages as authorized by law. I have a complete paper trail of documentation supporting all my allegations, many of which have already been provided to Expedia and the bank. I am happy to provide them again upon request.

In November of 2019 we purchased vacation package through expedia to travel to Cancun, Mexico. As you can imagine like many we were to leave on Monday and the *** States Government and Mexico closed the borders so we could no longer go. After staying on hold repeatedly for over 7 hours I was able to get some of our flights comped as I am unsure still to this day if that has been resolved. In regards to the hotel stay they were contacting the hotel to refund and to this day they continue to say this. The hotel on their website stated to guests that had stays booked that they would be refunding stays. To this day, which it has been months they continue to say the same thing. June 23, 2020 Dear ***, We wanted to provide you with an update about the credit we have issued on behalf of your airline as a result of the COVID-19 crisis. Given the evolving travel environment, we continue working with our airline partners on certain aspects of their policies with the goal of simplifying the process of using your airline credit. Here is a summary of what we know right now: • *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***. • *** holds a credit amount for ticket number *** totaling $284.01 for air travel with ***. • The original itinerary number is ***. • Expedia confirmed, with our airline partner, that any applicable change fees on this airline reservation would be waived. Other helpful information: • The airlines are setting the policies for how you can redeem your airline credit. • Each airline credit is in the original traveler’s name; airline credits cannot be combined or transferred to another person. • Airline credits must be used for air travel, including taxes and fees, with the airline that originally issued the ticket. Airline credits cannot be used for ancillary services. Here’s what we’re still working to find out: • Credit validity: the dates for which you need to book and/or travel by to use the issued airline credit. • Any additional terms and conditions attached to your flight credit. We will continue communicating with you via email when we have further details about your airline credit. We will also keep this page updated with the latest information. Please ensure you review information in the COVID-19 section as it will be the information that is most relevant to your itinerary noted above. All of us at Expedia value you and are grateful for your business. We hope you and your families stay safe and healthy. And when you are ready to travel again, we'll be here, ready to serve you. Sincerely, The Expedia Travel Team Meet Start a meeting Join a meeting Hangouts 10 of about 139 Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***] Inbox x *** Sat, Mar 21, 4:46 PM to travel Good afternoon, to whom it may concern, I am asking for a refund of my money I paid for my hotel as the mexico border is closed and we are not able to stay are the hotel. Thanks, *** [protected]@customercare.expedia.com Thu, Mar 26, 2:32 PM to me Dear ***, Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails. We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks. Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia. Justine Expedia Customer Service Team -----Original Message----- From: *** Sent: Mar 21, 2020 2:47:42 PM To: [protected]@customercare.expedia.com Additional Recipients: Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***] Good afternoon, to whom it may concern, I am asking for a refund of my money I paid for my hotel as the mexico border is closed and we are not able to stay are the hotel. Thanks, *** > *** Thu, Mar 26, 5:40 PM to travel Justine, thank you for taking the time to let me know about this. Take care, *** [protected]@customercare.expedia.com Sat, Mar 28, 2:32 AM to me Dear ***, Pleased be advised that we were unable to get through to *** Cancun - All Inclusive and we have sent these case to our offline team to follow up in the next 4 weeks. Thank you for choosing Expedia. Marvs Expedia Customer Service Team -----Original Message----- From: *** Sent: Mar 26, 2020 3:41:18 PM To: [protected]@customercare.expedia.com Additional Recipients: Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***] Justine, thank you for taking the time to let me know about this. Take care, *** On Thu, Mar 26, 2020 at 2:32 PM wrote: > Dear ***, > > Thank you for contacting Expedia regarding your refund request. We apologize if we are unable to reply in a timely manner due to high volume of emails. > > We will follow up your request to *** Cancun - All Inclusive. Please expect an email from us in the next two weeks. > > Your patience and understanding is highly appreciated. We look forward to assist you on your future travels with Expedia. > > > Justine > Expedia Customer Service Team > > -----Original Message----- > From: *** Mon, Apr 20, 7:01 PM to travel Justine, I hope you are well. Just checking to see an update on this situation. Again prefer a refund or a credit for resort as we plan on going when we hope later this year. Also Expedia continues to send me emails to review Thanks, *** [protected]@customercare.expedia.com Mon, Apr 20, 7:09 PM to me Dear ***, Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you. We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options. Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated. For further assistance, please contact 1800 EXPEDIA [protected]) or +[protected] for all non- US numbers. Thank you for choosing Expedia as your travel partner. Chris Expedia Customer Service Team *** Sun, May 10, 10:09 AM to travel Good morning Chris, I have checked with other parties who booked with expedia and received their refund for the same hotel already. Please advise when my refund for the hotel will be deposited into my account? Thanks, *** [protected]@customercare.expedia.com Sun, May 10, 8:09 PM to me Dear ***, Thank you for contacting Expedia regarding your request to obtain a refund under itinerary ***. Currently, we’re receiving more emails than expected and the response time may be delayed. Our record shows that one of our customer representative already coordinating your refund request with *** Cancun - All Inclusive. We will keep you posted once we receive a response from the hotel. We values your time and we appreciate your patience regarding this matter. Mark Expedia Customer Service Team -----Original Message----- From: *** Sent: May 10, 2020 8:09:28 AM To: [protected]@customercare.expedia.com Additional Recipients: Subject: Re: Requested Email: Hotel REFUND - Itin: *** - Case ID : [REQ:***] Good morning Chris, I have checked with other parties who booked with expedia and received their refund for the same hotel already. Please advise when my refund for the hotel will be deposited into my account? Thanks, *** On Mon, Apr 20, 2020 at 7:09 PM wrote: > > Dear ***, > > Thank you for contacting Expedia regarding your refund request for your hotel reservation. We understand the importance to you this matter for you. > > We review our records show that one of our customer representative already presented your case to the hotel. We are still on the process and we already send a email for alternative options. > > Rest assured that we will keep you posted once we receive a response from them. Your understanding is highly appreciated. > > For further assistance, please contact 1800 EXPEDIA [protected]) or +[protected] for all non- US numbers. > > Thank you for choosing Expedia as your travel partner. > > Chris > Expedia Customer Service Team Thank you for looking into this matter

I was unable to complete multiple travel plans due to the airlines being unable to start or complete the trip due to destination closures. I initially tried to get money returned to my credit card from Expedia for multiple credits that I have through them. But the website continually stated they were unavailable. And the phone just continually rang. They eventually sent me emails stating that they were offering flight credits. Which I felt was a solution as I travel frequently with my family. So I dropped the process, till recently, when I began to try to rebook using some of these credits. They offered me flight credits but have made it difficult to use. To say the least I have been able to use a lot of my credits. but what I find galling is that I have a remaining credit for around $917.00 and yet had to go to *** and book my kids tickets costing me $721.00. They created individual PNA's even though two of the travelers were minors and cannot book a ticket through Expedia due to them not being a direct carrier. Expedia stated I could not use my Expedia credit with them as they cannot book minors. They kept sending me to *** with voucher numbers that they told me to use to book directly with .(one of the kids is no longer a minor.) This process took many hours on hold as well as many hours on the internet using their web portal. Then I also spent many hours on hold with *** and liaising unsuccessfully with *** . *** say they cannot see the credit Expedia are referring too. And that I need to book through Expedia. Which I cannot do as they say they cannot book minors. Although one of the kids no longer minors.( they could have put the kids on one ticket, they consider over sixteen an adult)) Or Change the group PNA. They also in "my opinion", tried defraud me. I paid $660.00 for a first class ticket I booked for my wife, using some of the credits,(just to use out of the credits , rather than lose them, due to not having time to avail of them) . Then immediately trying to charge the next ticket for me in the region of $1114.00 for the same ticket route etc. Which was booked within a couple of minutes of the first booking. I was online on Expedia's website at the same time, mirroring the booking and was able to see the same exact price as my wife's ticket $660.00 . When I told them to cancel the first ticket at the $660.00 and book us all through the main cabin price, he miraculously said he had rechecked and found the same price for me too! I have all of this on file copy from their online portal. I did not originally mind too much at getting the flight credits. But they are making it so cumbersome to actually use. I think their process needs to be highlighted. They have forced me to waste literally around ten hours of time on this when it should be a simple process to get it done . Plus time writing complaints to BBB . If it took this much effort to create the initial regular bookings , they would have no customers. As nobody would put up with this process. This leads me to believe that they have decided upon this difficult approach, to try to ensure they give back as few credits as is possible while seeming to comply. Or providing inferior assistance ( Generally very polite people , but not providing the right process advice)and not giving the consumer an easy option, to speak to a more knowledgeable assistant. As soon as the person on the webchat decided that they did not have the right answer for you , they quickly left the chat or stopped responding. Expedia keep you waiting on hold for hours on hold on the phone and are continually giving incorrect, unusable information. I would like to be refunded for the remaining credits with ***, or have Expedia at least use my credits to rebook the tickets for my kids, that I had to use my Credit card to previously book. I also have another ticket with *** flight for $162.80 that I would like for them to refund. They are also supposed to be issuing me a refund on some *** tickets. But I have not received an email of this yet (although they stated this occurred last week on Friday 3/5/2021 and then stated yesterday that they had just returned it ?3/2/2021. They seem to be contradicting themselves here. Please let me know what my next steps should be. Thanks This excerpt clearly states that they should have offered me a refund , but they never did offer this before issuing flight credits. All of this was done via email. Taken from the UNITED STATES OF AMERICA DEPARTMENT OF TRANSPORTATION 3. What rights do passengers have if they purchased their airline ticket from an online travel agency? Ticket agents are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States. 6 The Department interprets the requirement for ticket agents to provide “proper” refunds to include providing refunds in any instance when the following conditions are met: (i) an airline cancels or significantly changes a flight, (ii) an airline acknowledges that a consumer is entitled to a refund, and (iii) passenger funds are possessed by a ticket agent. In enforcing the requirement for ticket agents to make “proper” refunds, the Aviation Enforcement Office will focus on the totality of the circumstances. 4. May airlines and ticket agents retroactively apply new refund policies? The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.7 4 The Aviation Enforcement Office would consider a practice of retroactively applying a new definition of cancellation or significant change that disadvantages passengers who purchased tickets under a more generous cancellation or significant change definition to be unfair and deceptive. 5 Under 49 USC § 41712, the Department is authorized to investigate and decide whether a U.S. air carrier, foreign air carrier, or ticket agent engaged in an unfair or deceptive practice in air transportation or the sale of air transportation. The Department is also authorized to issue orders to stop an unfair or deceptive practice after notice and opportunity for a hearing. 6 See 14 CFR § 399.80(l), which states that a ticket agent’s failure or refusal to make proper refunds promptly when service cannot be performed as contracted, or a ticket agent’s representation that such refunds are obtainable only at some other point, constitutes an unfair or deceptive practice. 7 The Department considers a practice to be unfair to consumers if it (1) causes or is likely to cause substantial injury to consumers, (2) cannot be reasonably avoided by consumers, and (3) is not outweighed by countervailing benefits to consumers or to competition. The Department considers a practice to be “deceptive” to consumers if it is likely to mislead a consumer, acting reasonably under the circumstances, with respect to a material matter. 3 5. May airlines or ticket agents offer credits or vouchers to consumers in lieu of refunds? Airlines and ticket agents can offer consumers alternatives to a refund, such as credits or vouchers, so long as the option of a refund is also offered and clearly disclosed if the passenger is entitled to a refund. Further, any restrictions that apply to the credits and vouchers, such as the period in which credits must be used or any fees charged for using the credit, must be clearly disclosed to consumers. If an airline, by representation or omission, engages in conduct that is likely to mislead consumers about their right to a refund, or the value of a voucher or credit that is offered, the Aviation Enforcement Office would deem such conduct to be a deceptive practice.8 6. How quickly must airlines and ticket agents process refunds? Airlines and ticket agents are required to make refunds promptly. For airlines, prompt is defined as being within 7 business days if a passenger paid by credit card, and within 20 days if a passenger paid by cash or check. 9 For ticket agents, prompt is not defined.10 The Aviation Enforcement Office recognizes that, given the significant volume of refund requests resulting from the COVID-19 public health emergency, processing refunds may take longer than normal and will determine the timeliness of refund processing for ticket agents based on the totality of the circumstances, such as the volume of incoming refund requests and steps taken to address the increased volume. Also, the Aviation Enforcement Office will use its enforcement discretion and not take action against airlines for not processing refunds within the required timeframes if, under the totality of the circumstances, they are making good faith efforts to provide refunds in a timely manner.

I booked two rooms on Expedia on 5/28/2020 with a 115% Coupon. Cancellable by 4:00 p.m. ET on 6/4/2020. I canceled one room on 6/4/2020 at 10:17 a.m. ET. I received my $120.09 I paid for tax on my DiscoverCard on 6/11/2020. I am to receive another Coupon for $924, the amount of the room I canceled, but have not. I have contacted Expedia countless times and have received the runaround. I have all the documentation, screen shots, terms and conditions, cancellation times, everything needed to show I had a refundable room, canceled on time, received the tax refund for my room, should receive a new Coupon for $924, but have not. Please contact me for any documentation you may need. 3/3/2020: Booked a room on Expedia on 3/3/2020 for $2,225.98: Itinerary # *** using my DiscoverCard. I canceled the room in March and was offered a 115% Coupon if Expedia kept my money for future travel. 5/5/2020: I received my travel voucher Coupon. Dear ***, We’ve been working on processing your voucher in the form of a coupon, and it’s now ready. We appreciate your patience. The amount of this coupon ($2,560.00) represents 115% of the total amount of the canceled booking you previously made on Expedia. 5/28/2020: I contacted Expedia to make sure if I canceled after using the “Coupon” I would be refunded my Coupon amount (I have documentation of IM exchanges in JPEG format). I was told yes by the agent. And as per “Terms and Conditions” number 5: If you change or cancel a booking you made with the voucher, any balance will be remitted to you in the form of another voucher. Terms and Conditions link: https://www.expedia.com***?***: I booked two rooms in Florida at the *** resort. Itinerary # *** $924 – room 1 $924 – room 2 Tax on each room of $120.09 ($240.18 total) with my DiscoverCard Coupon total: $2560.00 Room charges (2 rooms): $1848 NEW coupon total: $712 Following is a breakdown of charges, $924 for each room was used in Coupon form, $109.20 was tax put on my DiscoverCard: Price Summary Accommodation 1 $120.09 Nights: 7 (avg./night) $132.00 Coupon applied -$924.00 Taxes $120.09 Accommodation 2 $120.09 Nights: 7 (avg./night) $132.00 Coupon applied -$924.00 Taxes $120.09 Total $240.18 Collected by Expedia 6/4/2020 at 10:17 a.m. E.T.: I canceled one of the rooms I booked. I should be receiving the following refunds: Room price of $924 from a Coupon and $120.09 tax paid by DiscoverCard. Please note the timestamp on the following cancellation email. Expedia.com Unsubscribe To:*** Thu, Jun 4 at 9:17 AM Hello ***, your reservation was cancelled Your reservation with *** Resort at *** United States of America from Sun, Jun 7 to Sun, Jun 14 was cancelled. Itinerary: *** 6/11/2020: I received a DiscoverCard credit from Expedia for the tax I paid for the room I canceled: $120.09. 7/4/2020: I contact Expedia via their Virtual Assistant to find out when I am going to receive my $924 refund in another coupon. I only had $712 in a coupon, but should have $1636. $2560.00-$924 = $1636. I was told I would get a refund by July 4, 2020 for my $924. Message from Expedia: Thanks for patiently waiting, I just got off the phone with our team and coordinated our request and they have told me that the coupon will be reissued to your email in the next 10 days, 4th of July. (I have documentation). 7/16/2020: I called Expedia and asked where my refund was that I was to get by 7/4. I was told that my case would be escalated and that I should be getting a refund soon for my $924. I received an email from Expedia. On Thursday, July 16, 2020, 2:54:06 AM CDT, wrote: ***, Thank you for reaching out to Expedia regarding your Hotel Voucher Coupon. I have Escalated your case to my support team to have the refund coupon issued. Please be advised that there is no direct timeframe for the coupon to be issued. I will keep hold of this case for follow up and you are more then welcome to respond to this email with any questions or updates. Sincerely, Daniel *** Expedia Corporate Customer Care Team 8/14/2020: I recontacted Expedia via the Virtual Assistant. I was told I would get a refund, but they didn’t know the time frame. Message from Expedia: I see. This is a known issue and we are still working to resolve and restore your coupon. As for the time frame, I apologize, but we cannot guarantee anything as of this moment. No worries, we know that we really owe you this voucher, and we'll send you an email as soon as we find a resolution in reissuing you the voucher. (I have documentation). 8/14/2020: I also sent an email to the support email I received on 7/16/2020. I never received a response. *** To:[protected]@expedia.com Fri, Aug 14 at 9:41 AM Good morning! I am writing to find out about the refund on my credit voucher. 115% HotelRebook US Coupon, $2,560.00 Issued for itinerary #***. I was told 7/4 I would be getting a refund. On 7/16, I was told it was escalated and could take a month. Today, 8/14, I still have heard nothing. My original amount of the voucher was $2560. I booked two hotel rooms, Itinerary # ***, with my voucher. The amount of my voucher used for TWO rooms was: $1848, or $924 per room. This left a voucher balance of $712. I paid tax on each room of $120.09 ($240.18 total) with my Discovercard. I canceled one room. I received my Discovercard refund for the tax I paid of $120.09 on June 11th (just days after I canceled). I should have received a voucher refund and the new total should be $924 plus $712 = $1636. I have yet to receive a refund of my voucher amount paid for the room, $924. It has been over 60 days since I canceled the room. I have made phone calls and chatted with Customer Service through instant message. Each time, I have to reexplain the situation. Can you please check into this for me? Itinerary # *** Room 1 canceled Received $120.09 back on my Discovercard that I paid for tax As of 8/14: waiting for a refund of $924.00 of my voucher Thank you for your time and help, *** 8/19/2020: I sent another email to the support address I received, and never received a response. (I have documentation). 9/10/2020: I called Expedia support and was told they were processing my refund of my $924 coupon and I should expect it in 30 days. 10/15/2020: I called Expedia three times today, almost one hour of phone time, and was hung up on twice. I had to reexplain the issue all three times. I was told that they would escalate my case (again) and get my refund for $924 reissued in coupon form. 10/16/2020: After five moths of being told I would be getting my 115% coupon amount of $924 refunded for my canceled room on 6/4/2020 (booked 5/28/2020), which I should be refunded, I was told tonight that my room was non-refundable. That is not the case. I booked a refundable room. Cancellable by 6/4/2020 at 4:00 p.m. ET. The room was canceled on 6/4/2020 at 9:17 a.m. CT, 10:17 a.m. ET. Before the cancellation deadline. I was refunded my tax to my DiscoverCard from Expedia on 6/11/2020. They told me countless times my $924 would be refunded, which it should since I was well within the cancellation deadline. (I have documentation). Cancellation policy for the two rooms I booked on 5/28/2020: Cancellations and changes Please note: If you choose to cancel a booking that is eligible for a refund it may take up to 30 days for it to process. Cancellations or changes made after 4:00pm (Eastern Standard Time (US & Canada)) on Jun 4, 2020 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees. In the case of multiple rooms/units booked together, fees charged by the property apply to each room/unit that is canceled or changed. This is the cancellation email from Expedia on 6/4/2020 at 9:17 a.m. CT, 10:14 a.m. ET. Expedia.com Unsubscribe To:*** Thu, Jun 4 at 9:17 AM Hello ***, your reservation was cancelled Your reservation with *** Resort at ***, *** United States of America from Sun, Jun 7 to Sun, Jun 14 was cancelled. Itinerary: *** Refund total $120.09 Your refund will be issued to the payment method you used at checkout. If you want to cancel additional accommodation, a car or activities you must cancel them separately. The refund amount is a calculation of the amount paid minus any applicable cancellation fees. It appears that Expedia not going to give me my voucher credit of $924.00 for the room I canceled. I was credited my tax back on 6/11/2020. I have been waiting and asking for five months to get my voucher credit of $924. They stall, hang up, tell me it will be 30 days, tell me they have escalated my issue.. and now tell me my room was non-refundable (which is was refundable) and I met the cancellation deadline. I am in need of help.

I purchased a plane ticket for $1391.00 USD on Oct. 20th 2019 through Expedia (Itinerary # ***) for my boyfriend, ***, to fly from Shanghai, China to Kuala Lumpur, *** on Oct. 26th, 2019. He was leaving the country to go back to his native country due to Covid19 and China making *** renewal changes that made staying in the country more difficult for non-citizens. His first flight was booked with *** Airlines (Flight ***) departing Shanghai (PVG) on Monday, Oct. 26th at 7:51 AM and landing in Guangzhou (CAN) at 10:13 AM. He then was to have a 4.5 hour layover to catch his connecting flight booked with *** Airlines (Flight ***) departing Guangzhou (CAN) at 2:45 PM and landing in Kuala Lumpur (KUL) at 6:50 PM. This entire booking was handled by Expedia and *** Airlines. I received a text message on Oct. 25th 2019 at 10:09 PM (China is 13 hours ahead of us so it would have been Oct. 26th, 2019, 11:09 AM) from my boyfriend informing me there had been some trouble with his flight information not being in their system. He had the itinerary, email print out and confirmation number, basically what we all use when going to catch a flight, and he was nowhere to be found. He was in a panic as he had four suitcases with him (he lived and worked in Shanghai for years) and his *** was going to expire. After going back and forth with his paperwork and trying to get some answers, the ticket agents provided nothing and from his opinion, were not helpful at all. They informed him he needed to take it up with Expedia or call *** Airlines to see what the problem was. Bluntly telling him there was nothing more they could do for him, other than for him to buy another plane ticket. He tried calling the airline directly and Expedia China and both had extended wait times that at the moment, he did not have time for as his *** was set to expire and he needed to leave the country. He held on as long as he could, ultimately never speaking to anyone at either company. He went directly to the *** Airlines ticket counter only to find that they closed the agent counters indefinitely at this airport and were not even flying *** Airline planes from PVG, which is why he was booked with a connecting flight in Guangzhou. He ended up going back to the ticket agents at the *** Airlines where they still had none of his information. They offered him another airline ticket for $615 USD which he purchased. They then sent him by bus, over one hour drive to the other airport (with four suitcases) where he had to book a room and stay the night to board the new flight the next day. What should have taken him 11-12 hours, took him over 24 hours and cost more money with a new flight and a hotel for the night, plus additional transportation. After I received the first text on Oct. 25th 2019 at 10:09 PM EST, I immediately called Expedia to see what exactly happened (Expedia Case # ***). Little did I know that this was just the beginning of dealing with the blame game, jumping through hoops, lies, truths, many hole filled apologies and corporate greed/power at its finest. I spent the next couple hours on the phone desperately seeking answers to what had happened. By 11 PM the customer service rep told me they would be requesting a full refund after hearing my story and seeing that the flight information was correct in their system. At 11:17 PM the rep told me they would refund me, but they needed to see the new airline ticket that had been purchased. I immediately sent them photos of the actual ticket that was purchased. Around 11:30 PM I was told that after researching on their side and being placed on hold a couple times they admitted “…there was a computer glitch with *** Airlines system…” and they did not properly add my boyfriend’s flight confirmation to the actual flight log for the ticket agents to allow him access to board. I was then told that I would have to wait because *** Airlines was one of the most difficult airlines to deal with and they mainly correspond via email, not phone calls so we would have to wait for them to reply. After a little more conversation we ended on the Expedia rep would be submitting my claim and refund request and would be getting back to me within 48 hours. I patiently waited…they never called. So the 48 hours came and went and I started calling again the following week. I spoke to so many people and repeated the story over and over and over again, getting a complete run around and excuses like “We still haven’t heard back from *** Airlines.” As well as Expedia trying to place the blame solely on *** Airlines, I began escalating the claim through many reps with Expedia, and no one would help me, refund me, or take it any further. I was at times extremely nice and professional and patient and understanding of the process. After being slighted many many many times, and passed around, and placed on long periods of hold, disconnected, hung up on, I grew extremely frustrated. This was $1391.00 for a ticket I purchased, and they basically threw my money away with no one giving any clear reasoning as to why this happened and why they did not want to help any further. I got nowhere. On November 9th, 2019, I decided to call my credit card company, ***, to tell them what had happened and to see if they could help me as I was hitting roadblock after roadblock with Expedia. Here, I started another Case # ***. I told the same story for the 20th time and upon speaking to the *** rep, she was also extremely apologetic and sympathized with my frustrations and offered to do a one-time credit while she escalated the charge and dispute to their claim department. I gave her my Expedia case number and I was told if they needed any additional information, they would reach out to me. The credit was immediate, and I went on my way. On December 19th, 2019, after buying some holiday gifts I decided to look at my *** statement to make sure I was within what I wanted to spend when I saw they recharged me the $1391.00 on December 11th, 2019. My anxiety instantly shot up. I had heard nothing from my credit card company. The following day I called them to see what happened. I was told by the *** rep, Hanna, that *** Airlines told them the flight had been canceled and under “Article 12.3” of their travel agreement they had the right to cancel any trip do to Covid19 and did not have to refund me any money, only offer vouchers for future flights. I told her I did not want vouchers, or credits. We are in the middle of a pandemic and I have no plans to travel for a couple years, and no plans to go Asia. I also mentioned they should have allowed him to exchange the original ticket for $1391.00 if this was in their policies for vouchers, rather than having him buy a brand new ticket. The problem was I was never told, nor he at the airport, that the flight was ever canceled. I told them, “Expedia said there was a glitch in *** Airlines system, how is this my fault?” It was two months after the original purchase and I still received no correspondence as to any of this, not a word from Expedia or *** Airlines even after the many calls I made. Only from my credit card company. Just some generic emails from Expedia saying they were still working on it. It was then that the *** rep told me my only option was to dispute *** Airlines response through their Legal Dept, ATTN: Billing Dispute. I would have to put together an entire printed paper packet of everything I could print, from original purchase of the plane ticket, to the replacement ticket purchased, to any emails, to my formal dispute reply, etc. and mail it all via *** to them and it could take up to 60 days for a reply. I told her I didn’t have much correspondence because I had done all my claims via the telephone and all I had was case numbers. She told me I could call Expedia and request the transcripts of all my conversations and to forward that with all of the other papers I could round up. Talk about a never-ending run around. I called Expedia to request the transcripts (Expedia Case # ***) and start the process of disputing the charge via *** Legal Dept. I was told by the rep that they would put my request in and I would hear from them within 48-72 hours. The holidays were coming up so I waited, again, patiently. On December 23rd, 2019 at 8:30 AM I received an email from Expedia telling me “Unfortunately, Manhattan, NY in which you created your account does not grant such right….” I could not get any transcripts do to their Privacy Policy, of course. So here I was, back to square one after playing by the rules and doing everything asked of me while being told multiple times that I should have gotten my money back. I was so defeated, but I picked the phone up and called Expedia back. I will admit, I was far from nice this day. I demanded I speak to someone above him. After he looked through my case number and many notes he realized I was extremely frustrated and annoyed he transferred me to a woman named Shianne (not sure if that is spelled correctly) in Expedia executives or corporate offices, basically the escalated department and we started another Case # ***. She seemed extremely understanding and was actually very nice and accommodating. I asked her before we started going through everything again to please take down my number in case we got disconnected and to please call me back if we get disconnected. This had happened during this whole situation and they never called me back. She assured me she would call me back. I spent the next four hours on the phone with Shianne, not even kidding. I was placed on hold for long periods of time while she says she was going back and forth with *** Airlines. She told me she had the power to do a “forced refund” and she wanted to know how much the new ticket purchased had cost. She told me *** Airlines “…admitted they never SYNCED their systems…” that day which was the direct result of my boyfriend’s flight not being in their system and goes with the “glitch” in their system I heard about the first night I called on October 25th, 2019. She also told me “*** Airlines is essentially fraudulently charging your card for a flight they did not load into their system and refusing to refund you.” I felt like I was finally getting somewhere. I was feeling like I would finally get my refund everyone I agreed I should get, but no one wanted to push the button on giving me my money back. Expedia blamed it solely on *** Airlines and made it a point to express how everything was as it should have been on Expedia’s side. Then I told Shianne how much I appreciated her helping me this morning, how thankful I was for her to make me feel like she really cared, and then after four hours, the phone call disconnected. I waited in vein for ten minutes, praying she would call me back like we discussed…she never did. I immediately received and email from Expedia (Case ID): “Hello, We regret to inform you that *** Airlines is asking that we send another email to their refund team to request the refund. We were able to confirm you should have had the ticket on the flight and that this was not an Expedia error as the airline has informed. If you would like to present this information to your financial institution to inform them it is up to the airline to refund this ticket due to their error of telling you there was no ticket. Thank you, Expedia Customer Care” While I was on the phone with Shianne, I received another email from Expedia at 10:08 AM, the FIRST email ever letting me know the original flight had a schedule change and was unavailable, almost TWO MONTHs after the flight, I got an email I should have got before the day of the flight on October 26th, 2019. I could only think Expedia sent me this to cover their rear ends, but this email was useless at this point, and again no definitive answers or reasonings to anything regarding the original flight, other than they had not synced their systems and admitted to glitches on their end. I brought this email up to Shianne also when we were on the phone. She didn’t really have an informative answer on why I received this email way after the fact. And again, she never called me back. Four hours gone, nothing resolved, no forced refund, just pointless apologies, click, gone… I called back after waiting for her to call me back and I told the customer service rep I needed to speak to Shianne. I gave him her case number and he transferred me back to her department but OF COURSE, I got a new rep. The first words out of her mouth were, “So I hear you are looking for a refund?” ARE YOU KIDDING ME? She basically wanted me to start from the beginning, could you imagine, four hours in and she wanted me to start from the beginning. She told me there was no way to get me back to Shianne, it was a call center and the calls are on rotation. I told her I was not going through my story again and she should take some time to read through my notes in the case numbers I provided. She placed me on hold. I sat there on hold for 45 minutes and then she disconnected the line. Hung up on again. Talk about fuming. After needing a minute to calm down, I decided to call my *** back and update my case with them on my new findings I had been told to see if they could help me anymore as *** Airlines told them they canceled the flight, but I was now told definitely that the flight was never canceled and they admitted to not “syncing their system” that day as well as the “glitch in their system”. The rep sympathized with me, but wouldn’t budge. Telling me my only option was to dispute the charge through their Legal Dept. and compile all this paperwork I don’t have and transcripts I don’t have any rights or access to and wait up to 60 days. And of course more useless apologies and statements like “I would be upset if I was you.” Hardly worth the $1391.00 I am fighting for. Before hanging up he suggested I try to use the travel insurance my credit card provides. He told me sometimes it easier to go through them, but encouraged me to still put my claim through so I could have two departments looking into my refund request. So I did that too. I called and went ahead and filled out all the paperwork needed via an email sent by them, submitted what I had and was told via denial letter on January 13th, 2021, that the insurance did not cover this kind of claim, only for passenger illnesses, which was not the case. He also told me the credit card company often refers people to them to pass people onto other people, which is extremely insulting as I have been put through the ringer and again, I have done everything asked of me and spent so much time fighting for a charge to be refunded that is rightfully mine. The man from the insurance company also told me that it is Expedia that doesn’t want to refund me, not *** Airlines. He said he sees this all the time and advised me to NEVER use services like this again when booking a flight, because this is what you have to deal with. Had I purchased my ticket directly from *** Airlines, I would have had a refund. He advised me to file claims with the Better Business Bureau, the Department of Transportation Federal Level, and the State Attorney Office for NY, so here I am. I am beyond exhausted. Here, I am attaching attaching some words from my boyfriend, ***. When I arrived at the check-in counter at Shanghai Pudong International Airport, I presented the confirmation email and to my surprise I was informed that they could not trace my name and booking as the (Confirmation Number ***) was not reflected in their system. *** Airline’s confirmation number only starts with *** and not ***, therefore they cannot help further as my booking was made via a 3rd party travel agency and there is nothing they can do in their system. I was worried because i must arrive in Guangzhou Baiyun International Airport to catch the 2.40pm flight to Kuala Lumpur. And, i have 4 huge suitcases with me, because I am moving back from Shanghai to Kuala Lumpur for good after my 4.5 years stint in Shanghai. As referred, I went to the main *** Airlines ticketing reception desk to check again, and to my surprise they manage to trace my booking for Guangzhou to Kuala Lumpur (Confirmation Number ***) Departing 2.40pm and Arriving 6.50pm flight, but not my booking for Shanghai to Guangzhou flight. I explained my situation to the reception, as the flights to KL is limited and they managed to help by securing a new ticket (Ticket Verification attached), I spent *** and additional *** for access suitcases. As the flight newly booked was departing from another airport, I have to take another transport from Pudong International Airport to Hongqiao Airport that cost me *** for an hour trip. Arriving in Guangzhou on the same day, but I have to spend 1-night in a boutique hotel stay in Guangzhou in order to catch the 8am flight from Guangzhou Baiyun Airport to Kuala Lumpur International Airport on 27 October 2020. On 24 December 2020 I tried reaching out to both *** Airlines and Expedia from Malaysia. Firstly, I called *** and they checked in their system and said they couldn't see any complaints filed by Expedia as I told them my boyfriend has made several complaints to Expedia US. So they advised me to call Expedia to make my complaints and provide them the File code# in order for them to act upon accordingly. Secondly, I called Expedia and they asked me to provide the Itinerary no# and my boyfriend's email so that they can trace our record in the system; they still cannot trace, then she asked me if i have the ticket number, I told her i didn't receive any ticket number in my confirmation email. So after numerous attempts, she managed to find my record using my name through another route; she was shocked that my itinerary has missed out one (7) and the ticket number was in the system and howcome it was not provided to me earlier. Now i have filed the exact complaint to Expedia and she has escalated it to her manager to see if we can get our refund. I told her strictly WE DO NOT WANT airline credits, only refund. Once i get the outcome from Expedia. On 13 January 2021 I called Expedia and provided my itinerary # number *** and the staff was able to retrieve my case but was informed that she will have to let the higher authority person in charge to call me back. So I provided my new *** mobile number, and i haven't received any call from anyone yet. I followed up another call to *** Airlines Customer Service to check if Expedia has lodged a complaint, but apparently was informed that they cannot see what happened on the Shanghai to Guangzhou flight as it was *** Airlines, but they can see my record as "No Show" for the 26 October 2020 flight from Guangzhou to Kuala Lumpur. The flight departed on 26 October as scheduled with 5 minutes delay departed at 2.45pm.

Booked a room in Birmingham AL by the airport. Hotel was fine. The room was near the elevator. The elevator had a mechanical issue, The noise was enough that it made me not sleep all night long. Because I booked hotel thru EXPIDIA the hotel was not able to resolve the complaint. I understood.

After multiple attempts to contact Expedia I did get some one to take my complaint. After four days the expedia denied the claim because they could not get a hold of the Holiday Inn Property I stayed at and so the claim was denied.

I stay at many hotels because I travel. In 30 years I have had two bad room situations. The first one was resolved very quickly by the hotel. That was probably 20 years ago.

I am not happy with EXPIDIA. I will never use them again. my room with taxes was about 97,00 dollars

My stay at the airport hilton was January 29th Check out 30th

I booked a car with Expedia My checking account was charged $97.38 for the car and 60.00 for insurance. I did not get a confirmation number but my account was debited. I need to know what to do.

Hi

I booked a package deal and needed it emailed to me. When I checked my account it had an email that was closed and I can't access it. At Expedia you can only receive a code to change your email by it being sent to my closed email I called the company and asked if they could send me a code over the phone and they said we can't do that. They said wait until after your trip and cancel the account and make a new one. My concern is any communication from Expedia about the trip will not reach me. They would not address my concern or give me an email address to voice my problem and ask for a solution. This will be the last time I use them.

Not a single part of this was good. My original booking was a hotel + car. I know that I input the car pickup/drop-off correct, I double checked before confirming, and it was still wrong. Told that I cannot change it, I have to cancel. No problem, there's no fee. I rebook, and within 5 minutes I'm forced to cancel due to a medical emergency. Upon trying to cancel a second time, I'm told that there is a $100 fee in the policy, one that was not there 5 minutes prior when I canceled the first time. I tried calling support, who told me they'd send a request and to wait 2 to 3 days. It has been 10 days, and now I'm told that I will not be refunded because it has been over 24 hours. I attempted to cancel immediately, and this is what I get in return. Expedia provided no service to me, and still took $100. Not to mention, the support chat has lied to me repeatedly about the policy and the phone support was rude and hung up on me.