Expedia and refunds
Apr 18, 2020, 5:43 am
#16
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,215
Just argued with an Expedia agent where I was allowed changes to my CX reservation without a fee. It was booked March 7th for travel March 31 (which was canceled) well within the timeframe of a waived fee. The agent refused to change the reservation to August because I was moved to June 1st which the flight is operating. Even though the fee waiver is for the ORIGINAL book date, this agent didn’t know what ORIGINAL meant so he refused to change the date without a fee.
If I’m booking anything during this timeframe, It’s gonna be directly through the airline. Their own agents don’t know what the words “ORIGINAL” mean.
If I’m booking anything during this timeframe, It’s gonna be directly through the airline. Their own agents don’t know what the words “ORIGINAL” mean.
Apr 18, 2020, 8:10 am
#17
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Called Expedia yesterday because they had canceled an itinerary but did not provide the option for a refund. It was a 2-airline trip: Iberia outbound, AA return flight, AA codeshares and AA ticket number. IB had made 3 schedule changes to the itinerary: first it was a 5 minute sched change, then they moved the outbound flight 24 hrs ahead, then they just canceled the outbound flight altogether.
It took the 1st agent 1 hr to come to the conclusion that the trip *might* be eligible for a full refund. She kept saying that the AA ticket only reflected the 5 min change, thus I would be subject to the cancellation fee per the ticket rules ($400/person). I kept telling her that the IB flight didn't even exist anymore - isn't that proof of cancelation?? Finally, at approx 1hr20m, it was escalated to another help desk. The supervisor requested the refunds on AA.com (2 tickets) and told me that I would have to call Expedia once the refunds were processed by AA, then Expedia would finish processing (Expedia was the entity that charged my credit card). Of course, I wondered how I would bypass the phone system if I was beyond the 72 hrs pre-trip but he assured me that it would not be a problem if my original departure date is in the past.
Note: This flight was part of an Expedia Vacation package and I had also purchased the Expedia Vacation Waiver on top of it.. the T&C state:
Overall, 2 hrs of my time I'll never get back. My husband wonders why I didn't just initiate a chargeback. I'm trying to follow their rules but it's completely obvious that the first agent was simply stalling for time, probably hoping I would give up.
It took the 1st agent 1 hr to come to the conclusion that the trip *might* be eligible for a full refund. She kept saying that the AA ticket only reflected the 5 min change, thus I would be subject to the cancellation fee per the ticket rules ($400/person). I kept telling her that the IB flight didn't even exist anymore - isn't that proof of cancelation?? Finally, at approx 1hr20m, it was escalated to another help desk. The supervisor requested the refunds on AA.com (2 tickets) and told me that I would have to call Expedia once the refunds were processed by AA, then Expedia would finish processing (Expedia was the entity that charged my credit card). Of course, I wondered how I would bypass the phone system if I was beyond the 72 hrs pre-trip but he assured me that it would not be a problem if my original departure date is in the past.
Note: This flight was part of an Expedia Vacation package and I had also purchased the Expedia Vacation Waiver on top of it.. the T&C state:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
- Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
- Waive our own change or cancellation fees (if any);
- Return any amounts refunded by the travel provider(s) to you;
- Refund any amounts withheld by the travel provider as a change or cancel fee;
Overall, 2 hrs of my time I'll never get back. My husband wonders why I didn't just initiate a chargeback. I'm trying to follow their rules but it's completely obvious that the first agent was simply stalling for time, probably hoping I would give up.
You have made your request for a refund, you have been told that you are due a refund, and now there is nothing more for you to do other than to file a chargeback when the refund does not appear.
Apr 21, 2020, 7:05 pm
#18
Join Date: May 2015
Posts: 261
Called Expedia yesterday because they had canceled an itinerary but did not provide the option for a refund. It was a 2-airline trip: Iberia outbound, AA return flight, AA codeshares and AA ticket number. IB had made 3 schedule changes to the itinerary: first it was a 5 minute sched change, then they moved the outbound flight 24 hrs ahead, then they just canceled the outbound flight altogether.
It took the 1st agent 1 hr to come to the conclusion that the trip *might* be eligible for a full refund. She kept saying that the AA ticket only reflected the 5 min change, thus I would be subject to the cancellation fee per the ticket rules ($400/person). I kept telling her that the IB flight didn't even exist anymore - isn't that proof of cancelation?? Finally, at approx 1hr20m, it was escalated to another help desk. The supervisor requested the refunds on AA.com (2 tickets) and told me that I would have to call Expedia once the refunds were processed by AA, then Expedia would finish processing (Expedia was the entity that charged my credit card). Of course, I wondered how I would bypass the phone system if I was beyond the 72 hrs pre-trip but he assured me that it would not be a problem if my original departure date is in the past.
Note: This flight was part of an Expedia Vacation package and I had also purchased the Expedia Vacation Waiver on top of it.. the T&C state:
Overall, 2 hrs of my time I'll never get back. My husband wonders why I didn't just initiate a chargeback. I'm trying to follow their rules but it's completely obvious that the first agent was simply stalling for time, probably hoping I would give up.
It took the 1st agent 1 hr to come to the conclusion that the trip *might* be eligible for a full refund. She kept saying that the AA ticket only reflected the 5 min change, thus I would be subject to the cancellation fee per the ticket rules ($400/person). I kept telling her that the IB flight didn't even exist anymore - isn't that proof of cancelation?? Finally, at approx 1hr20m, it was escalated to another help desk. The supervisor requested the refunds on AA.com (2 tickets) and told me that I would have to call Expedia once the refunds were processed by AA, then Expedia would finish processing (Expedia was the entity that charged my credit card). Of course, I wondered how I would bypass the phone system if I was beyond the 72 hrs pre-trip but he assured me that it would not be a problem if my original departure date is in the past.
Note: This flight was part of an Expedia Vacation package and I had also purchased the Expedia Vacation Waiver on top of it.. the T&C state:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
- Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
- Waive our own change or cancellation fees (if any);
- Return any amounts refunded by the travel provider(s) to you;
- Refund any amounts withheld by the travel provider as a change or cancel fee;
Overall, 2 hrs of my time I'll never get back. My husband wonders why I didn't just initiate a chargeback. I'm trying to follow their rules but it's completely obvious that the first agent was simply stalling for time, probably hoping I would give up.
I have had several other coronavirus cancellations. JetBlue was the best, credited immediately after flight was cancelled, then changed to a refund after a phone call. American refunded miles and the small fee after a phone call. British Airways refunded after about 30 days, once I got assistance from BA refund helper. Hotels.com were more or less instantaneous, money back in my account in a couple of days. Iberia gave me credit, I still have to find time to call them to try to get a refund instead. Overall my coronavirus cancellations have been handled well by the travel provider. Not Expedia. Now I have to either call the airline to argue for a refund or make a claim on the travel insurance or make a claim on the credit card company. So I have put about three hours into this and counting. Not a happy customer.
Apr 22, 2020, 11:24 pm
#20
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,215
I’d urge people not to waste their time with overworked, over stressed, and incompetent Expedia and Orbitz staff. Use their offline email addresses. I would post them but it looks like a mod deleted them. I’ve gotten the most done with their offline team’s email.
Apr 23, 2020, 7:40 am
#21
Join Date: May 2015
Posts: 261
Unfortunately to use the secret email we need to know what that email address is. My conclusion was that Expedia’s customer service system is doing exactly what they designed it to do. They want you to get frustrated and hang up. Their people are trained to achieve that. On my booking I called Delta, of course they said there was nothing they could do, as a special fare they didn’t even know what the fare was until after the ticket had been used. I am not sure I believe that but I am sure the problem belongs with Expedia, not Delta. At least the Delta customer service was quick and pleasant, as if customers had some value to them.
Apr 24, 2020, 7:07 am
#22
Join Date: Aug 2001
Posts: 9,677
I have received confirmation from AA that the refunds were processed on their end, with Expedia to receive the refund.
Now, I will spend 15 min on the phone with Expedia to get them to refund me.
If they push back somehow (?), it's chargeback time. Not going to waste hours arguing with idiots.
Spoke too soon.. spent another 90 minutes on the phone with Expedia CS - first guy was pretty good at getting the facts right; he escalated fairly quickly.
Second help desk took a much longer time, then needed to confirm with a higher level help desk b/c the refunds were "too high" (I guess they are only authorized to do up to $2500).
Around the 90 min mark, everything was settled and I received e-mail confirmation of the refunds to be processed. *sigh*
If they push back somehow (?), it's chargeback time. Not going to waste hours arguing with idiots.
Spoke too soon.. spent another 90 minutes on the phone with Expedia CS - first guy was pretty good at getting the facts right; he escalated fairly quickly.
Second help desk took a much longer time, then needed to confirm with a higher level help desk b/c the refunds were "too high" (I guess they are only authorized to do up to $2500).
Around the 90 min mark, everything was settled and I received e-mail confirmation of the refunds to be processed. *sigh*
Last edited by izzik; Apr 24, 2020 at 10:36 am
Apr 24, 2020, 10:52 am
#23
Join Date: Aug 2006
Location: Smyrna, GA, USA
Programs: DL FO 1MM
Posts: 1,761
Expedia has been really appalling during all of this. With me it has mostly come down to really deceptive and manipulative language trying to get me to agree with carriers' preferred outcomes, but none of the above stories really surprise me.
Apr 24, 2020, 9:04 pm
#24
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,422
Definitely a PITA dealing with Expedia. I had a booking on Air Canada to China that I was supposed to take next week. As I was within a week of the travel date, I was able to get through the phone tree using the "refunds" prompt. And, to their credit, the hold times were only a few minutes. But from there, it was tough. AC only authorized a voucher. I told Expedia this was not acceptable: I am legally entitled to a refund, and that's what I want and expect. On my third phone call to Expedia, I found a supervisor who was willing to call in to AC and demand the refund. It took her a long time on hold. She agreed to call me back a couple hours later, when she then confirmed the refund. I now have a "Refund Receipt" in my email so, hopefully, the money hits my credit card account pretty quickly.
This experience confirms my long held belief that online travel agents provide poor service. I only use them when they provide a discount I can not get elsewhere. In this case, it was a fare that the agency was able to price that I could not get directly with the airline.
This experience confirms my long held belief that online travel agents provide poor service. I only use them when they provide a discount I can not get elsewhere. In this case, it was a fare that the agency was able to price that I could not get directly with the airline.
Apr 24, 2020, 9:52 pm
#26
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
Definitely a PITA dealing with Expedia. I had a booking on Air Canada to China that I was supposed to take next week. As I was within a week of the travel date, I was able to get through the phone tree using the "refunds" prompt. And, to their credit, the hold times were only a few minutes. But from there, it was tough. AC only authorized a voucher. I told Expedia this was not acceptable: I am legally entitled to a refund, and that's what I want and expect. On my third phone call to Expedia, I found a supervisor who was willing to call in to AC and demand the refund. It took her a long time on hold. She agreed to call me back a couple hours later, when she then confirmed the refund. I now have a "Refund Receipt" in my email so, hopefully, the money hits my credit card account pretty quickly.
This experience confirms my long held belief that online travel agents provide poor service. I only use them when they provide a discount I can not get elsewhere. In this case, it was a fare that the agency was able to price that I could not get directly with the airline.
This experience confirms my long held belief that online travel agents provide poor service. I only use them when they provide a discount I can not get elsewhere. In this case, it was a fare that the agency was able to price that I could not get directly with the airline.
Apr 25, 2020, 2:29 am
#27
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,615
I've got a non-refundable hotel booking in Lisbon starting 1st May. The hotel is closed and Portugal is currently in a state of emergency until at least 2nd May,
Expedia are offering a voucher rather than a cash refund. I've just been on chat with them, and they've said they need to contact the hotel to get authorisation for a cash refund. The agent phone the hotel - which is of course closed, and just got voicemail.
Expedia are unwilling to do anything without authorisation from the hotel, so we're now in a chicken-and-egg situation.
Chargeback time I think
Expedia are offering a voucher rather than a cash refund. I've just been on chat with them, and they've said they need to contact the hotel to get authorisation for a cash refund. The agent phone the hotel - which is of course closed, and just got voicemail.
Expedia are unwilling to do anything without authorisation from the hotel, so we're now in a chicken-and-egg situation.
Chargeback time I think
Apr 25, 2020, 5:32 am
#28
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,422
I've got a non-refundable hotel booking in Lisbon starting 1st May. The hotel is closed and Portugal is currently in a state of emergency until at least 2nd May,
Expedia are offering a voucher rather than a cash refund. I've just been on chat with them, and they've said they need to contact the hotel to get authorisation for a cash refund. The agent phone the hotel - which is of course closed, and just got voicemail.
Expedia are unwilling to do anything without authorisation from the hotel, so we're now in a chicken-and-egg situation.
Chargeback time I think
Expedia are offering a voucher rather than a cash refund. I've just been on chat with them, and they've said they need to contact the hotel to get authorisation for a cash refund. The agent phone the hotel - which is of course closed, and just got voicemail.
Expedia are unwilling to do anything without authorisation from the hotel, so we're now in a chicken-and-egg situation.
Chargeback time I think
Apr 26, 2020, 12:58 am
#29
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,215
Chargeback requests to your credit card company almost always make sense. When I initially couldn't reach Expedia about my cancelled flight (because Expedia was bouncing all calls regarding non-immediate travel with their phone tree), I went online and filed a chargeback request with Citi. Citi immediately provided a provisional credit. But they were going to give Expedia until June to respond. Given that these two tickets to China were "real money," I figured I'd increase my chances for a good final result by also trying to get the money back from Expedia directly -- even if it was going to be a PITA. Had I just been having a problem with a $100 hotel room, I might have saved myself the annoyance and just let the chargeback process run its course.
However, during this crisis I would be careful how you word your chargeback. Right now as you can
imagine, banks are being over run with people charging back. How you word your chargeback may put a lot of responsibility on you to show the bank the charge is invalid. So if you do chargeback, be ready to save emails and communications from Expedia or whoever you’re attempting to get your money back from.
As someone who works in this industry and you want to chargeback, please feel free to PM me.
Last edited by NWplatinum; Apr 26, 2020 at 7:29 am
Apr 26, 2020, 12:14 pm
#30
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,422
Citi by the way is one of the best banks when it comes to handling chargebacks in my opinion vs. other banks I’ve dealt with. Charging back is your right under the Uniformed Commercial Code laws passed in the 70’s.
However, during this crisis I would be careful how you word your chargeback. Right now as you can
imagine, banks are being over run with people charging back. How you word your chargeback may put a lot of responsibility on you to show the bank the charge is invalid. So if you do chargeback, be ready to save emails and communications from Expedia or whoever you’re attempting to get your money back from.
As someone who works in this industry and you want to chargeback, please feel free to PM me.
However, during this crisis I would be careful how you word your chargeback. Right now as you can
imagine, banks are being over run with people charging back. How you word your chargeback may put a lot of responsibility on you to show the bank the charge is invalid. So if you do chargeback, be ready to save emails and communications from Expedia or whoever you’re attempting to get your money back from.
As someone who works in this industry and you want to chargeback, please feel free to PM me.