Expedia (Canada) Customer Service Issues

I had to cancel a reservation at Banff Springs Hotel booked through HotelsOne, a subsidiary of Expedia Group. Despite canceling two months before the reservation, I was informed that the C$2,[redacted] I had already paid would not be refunded. There was no mention of this strict cancellation policy on the Expedia website when I made the booking. The management at Banff Springs Hotel is willing to offer a refund due to our medical circumstances, which prevent us from traveling as advised for being in a "vulnerable group." I hope for a prompt and fair resolution to this matter. Martyn Riddle

Hello Expedia, I am attempting to cancel a vacation I booked and paid for with you last year. Our all-inclusive vacation at Grand Bahia Principe Tulum is scheduled for April 10, [redacted]. Due to unforeseen circumstances related to the COVID-19 pandemic, I need assistance with this cancellation. I have been attempting to contact your customer service for several days without success. Today, after being on hold for extended periods and encountering phone disconnection, I have been unable to reach anyone for help. Despite reaching out to Air Canada Vacations, they directed me back to you for assistance. I have utilized various communication channels such as phone calls, chat messages, and Twitter to no avail. My partner is currently unwell with cold/flu symptoms, making it impossible for us to embark on this trip and risking the health of others. We are hoping to receive a refund of our funds.

I would like to discuss a vacation package I reserved through Expedia.ca with Air Transat for a trip to Puerto Plata, Dominican Republic on March 15th, [redacted], for 14 days. I reached out to Air Transat to reschedule or receive a trip credit valid until December [redacted]. They suggested calling you since the booking was made through your platform. We have been attempting to contact you for four days with no luck. Our vacation is in three days, and we urgently need to postpone it due to the current circumstances surrounding the coronavirus and my husband's health. The booking number is [redacted]5, and my name is Mimoza Dhoska. Please get in touch with me at [redacted] or email [redacted] as time is running out. Thank you for your assistance.

Regarding Itinerary number [redacted][redacted], I encountered issues and requested a change. I was informed that there would be a $[redacted] charge per ticket to secure open-date tickets. I chose mid-April dates with no additional fees for the change, but this adjustment has not been finalized yet. My travel on April 9 from YCD to YVR was scheduled for 11:10, followed by a trip to YWL at 2:25. My experience involved long wait times, disconnections, and repetitive call backs. I have learned from relatives that they received penalty-free open-dated tickets; is this still an option for me? If not, I would appreciate confirmation of the alterations. Best regards, B. Pearson at [redacted]

I attempted to cancel my itinerary online, but it instructed me to contact the customer service line. Unfortunately, I have been unable to get through as I keep receiving a message regarding technical difficulties. People on Facebook have mentioned similar issues, with staff suggesting to call back later. Our trip is scheduled in 72 hours on Monday. The online system does not allow me to cancel due to it being part of a package including Air Canada flights, a hotel reservation, and Universal Studios passes. Air Canada is only permitting flight changes and redirected me back to Expedia for further assistance. The hotel shows a cancellation penalty, and the theme park passes cannot be canceled, given the closure. The Canadian government is advising against travel due to potential border closures. We are urgently seeking to cancel. Thank you. - KK.

I need to cancel our hotel reservation at AC Hotel by Marriott Guatemala City for March 14th to March 15th, [redacted] due to COVID-19-related border restrictions in El Salvador and Guatemala. We spoke with Reservations Clerk Vanessa Walter, who confirmed a full refund upon submitting a request form to Expedia. We paid $[redacted].68 CAD through Hotels.com. However, we are unable to reach Hotels.com due to system issues. Assistance is needed. - Hector M. [redacted]

I have booked flights with itinerary #[redacted][redacted]. The flights are from YVR to YUL on March 16, then from YUL to YYZ before returning from YYZ to YVR on March 23. Unfortunately, due to the cancellation of the World Figure Skating Championship in Montreal because of COVID-19, I need to cancel my flights. I would appreciate receiving a credit to use later in the year. Given the recent WHO warning about the virus, I believe it would be the ethical thing for Expedia to provide a credit in this situation.

Hello, I am looking to cancel my Expedia/Transat vacation package departing from Toronto to Cancun on Sunday, March 15th, [redacted]. My booking number is [redacted]5. Following the international travel advisory from the Canadian government, I am seeking cancellation options. I hope for a refund as the advisory is from the government. Despite trying to contact Air Transat and Expedia, I have faced long waiting times on hold. I am eager to cancel my flight responsibly but have been unable to connect with them. Thank you, Lindsay and Christopher Roselli UPDATE: I spoke with Air Transat and was instructed to have Expedia cancel my reservation. I filled out the Transat form as required and recorded my conversation with Air Transat. Despite unsuccessful attempts to reach Expedia through multiple calls resulting in disconnections, I am unsure of my next steps.

Hello, I need assistance with canceling my Expedia/Transat vacation package. My departure would be from Toronto to Cancun on Sunday, March 15th, [redacted]. Booking number: [redacted]5. Due to the recent international travel advisory from the Canadian government, we have decided it is best to adhere to these guidelines. I am seeking information on the available cancellation options. It would be disheartening if we are unable to receive any form of refund, especially considering this advisory is governmental and not personal. Despite my attempts to reach Air Transat and Expedia, I have experienced long wait times on hold. I am diligently trying to cancel my flight and understand the possibilities, but unfortunately, I have not been successful in reaching them. Thank you, L. and C. Roselli

I purchased an all-inclusive package through Expedia on February 16, [redacted], for an Air Canada package from Toronto to Punta Cana, DR, staying at Grand Bahia Principe from March 18 to March 25, [redacted]. My booking number is [redacted]. I am seeking to reschedule my trip due to the impact of COVID-19. As a physician, my hospital has advised against unnecessary out-of-country travel, supported by a letter from my employer and an elevated government travel advisory. Moreover, my husband is at high risk, amplifying our concerns. In light of these circumstances, I wish to cancel the March 18th-25th package and receive credit for a future booking later this year. Your assistance in addressing this matter would be greatly appreciated.

In January, I booked flights to Costa Rica for myself, my wife, and our child for the March break. Due to the growing concerns about the Coronavirus, we have decided to cancel our trip and reschedule it. Air Canada is offering a one-time change to the flight without any change fee up to 24 hours before the departing flight. However, when we tried to modify our flight dates on Expedia on Wednesday evening, the system was still showing a change fee, and even worse, we received a flight confirmation email from Expedia stating that our RETURN flight was successfully changed without our authorization. Our itinerary number is [redacted][redacted]. Now, my credit account reflects the charge has already been processed, including the change fee of $[redacted]. Please assist me with this situation at your earliest convenience. I understand that this is a busy time for you, but I would appreciate it if you could address this as soon as possible. Thank you!

I need to cancel my family's flight from Vancouver to Paris on March 15 returning on April 02. Our booking is for four people under itinerary #[redacted][redacted]. Due to the new coronavirus-related travel restrictions from both the BC provincial government and the Canadian federal government, we are unable to proceed with our trip. We are seeking a full refund for this cancellation. I have already reached out to Icelandair regarding the situation, and they mentioned that I could receive a full refund if the flight is canceled or a refund of the taxes if the flight is not canceled. The tax amount per person is $[redacted], totaling $[redacted] for our family of four. Unfortunately, I have been facing issues contacting your company via phone at [redacted] due to high call volumes, which has further disrupted our plans. I am hoping to either receive a full refund of around $[redacted] or at least a refund for the taxes totaling $[redacted].

In May [redacted], our travel agency Laurier Du Vallon from Quebec made a reservation with Expedia.ca, reference number [redacted][redacted], for $[redacted].14 Canadian, under the name of Jacques Langlois or Yvon Chartrand. On March 12th, Princess Cruise line canceled our trip. All hotels booked through Expedia refunded us [redacted]%, except Amra Barcelona Gran Via, [redacted], [redacted] Barcelona, phone 34 [redacted] 88 43 06. I am seeking assistance in getting a refund. I have emailed them, but the hotel has not responded. I am relying on your help to restore my trust in Expedia and ensure that Princess Cruise customers can still use Expedia. The hotel was notified one month in advance as our reservation was for April 11, [redacted]. We anticipate a positive response from you promptly. Thank you in advance for your help.

My wife, daughter, and I had reserved a trip from London, Ontario, Canada to Las Vegas, Nevada departing today, Sunday, March 15, [redacted], at 8:30 PM using Swoop airlines booked through Expedia. Our stay was planned for 4 nights at the Flamingo in Las Vegas. However, we never received an itinerary from Expedia. They did send it to my mother-in-law, who contacted the Flamingo resort with our details. The resort mentioned they wouldn't charge us but advised us to contact Expedia. Due to the COVID-19 pandemic and travel restrictions, we've been unable to reach anyone through the online portal to cancel our reservation after trying for over 2-3 hours. We are now waiting for a callback. As our reservation is for tonight, we wish to avoid any charges. Swoop airlines has refunded our flight, but the hotel booking remains active. Please verify our cancellation request.

Since March 13th, I have been trying relentlessly to cancel my flights to Orlando. Despite spending many hours on hold and even choosing the option for a callback, I have faced multiple disconnections and delays. The reservation still shows up when I check my bookings on Air Canada, and I have not received confirmation of the cancellation and refund I requested via email. My itinerary number is [redacted][redacted]. I have been patient, but I now require a resolution to this situation.

Upon our arrival at Comfort Inn in Rutland, VT on Sunday, March 15, [redacted], we discovered that Killington and all ski resorts were closed due to the Covid-19 Coronavirus outbreak. Despite several attempts, I was unable to contact Expedia by phone. The hotel promptly canceled my reservation and advised me to provide Expedia with the hotel cancellation number for a refund, as the hotel had reimbursed Expedia. I am uncertain if Expedia will grant a refund as it was past the free cancellation deadline. The hotel assured me that Expedia should be understanding given the circumstances. With no travel cancellation coverage on my credit card, I am anxious about the refund outcome. Having journeyed from Toronto, Canada, and faced with a long drive back home, I am eager for a swift resolution. Your guidance on this matter would be greatly appreciated. Thank you, Chelsy

I am a travel advisor representing Centre Holidays. Unfortunately, my clients' cruise was unexpectedly shortened and redirected to a different port in South America. I have been proactive in arranging new flights and accommodations for them, with their confirmation number being [redacted][redacted]. We received distressing news late last night that Chile has closed its borders to all travelers by land, air, and sea, which means the cruise ship will not be allowed to dock in the country. Consequently, my clients will not be able to stay at the Castillo Rojo Hotel as planned. Due to these unforeseen circumstances, my clients have asked me to cancel their reservations. I initially requested this through TRVL.com, but they have advised me to contact you directly to process the hotel cancellation. While we understand the usual policy may not permit refunds, we kindly request your assistance in facilitating this refund in light of the current situation. Thank you for your prompt attention to this matter. Sincerely, Alain

Subject: Request for Cancellation and Refund for Hotel Booking Hi there, Regarding Itinerary #[redacted][redacted], I have a reservation at the Four Points by Sheraton Punta Cana Village for April 9. Unfortunately, due to current travel restrictions, I need to cancel this booking. I am aware that I originally chose a non-refundable rate. However, after speaking with Martha at the Sheraton, she mentioned that the hotel is willing to refund the $[redacted].38 for the booking if the cancellation request is made through Expedia Canada. Could you please assist me by contacting Sheraton to process the cancellation and refund? Thank you for your help. Best regards, David F.

My itinerary number was #[redacted][redacted]. I had to cancel two flights to Paris on March 13 on the same day they were scheduled. Unfortunately, I was charged a cancellation fee by Delta. I wanted to avoid the fee by changing the flight but couldn't reach anyone and felt pressured to act quickly. I'm seeking to have the cancellation fees waived or would be content with making a change instead. In addition to the flights, I had to cancel my hotel reservation in Paris. The hotel agreed to waive the costs, but they advised me to contact Expedia to finalize the cancellation. Despite my efforts, I couldn't get through to Expedia. As a result, the hotel marked us as a no-show and charged the fee. The hotel is willing to reimburse me under the circumstances, but they require Expedia's involvement for the refund to be processed.

In May [redacted], Laurier Du Vallon, a travel agency from Quebec, made a booking with Expedia.ca under reference number [redacted][redacted] for $[redacted].14 Canadian on behalf of J. Langlois or Y. Chartrand. On March 12, Princess Cruise canceled the trip, and all hotels booked through Expedia have refunded [redacted]% except for Amra Barcelona Gran Via at [redacted], [redacted] Barcelona, phone number 34 [redacted] 88 43 06. I am seeking assistance in obtaining a refund as the hotel has not responded to my email. Your help is crucial for rebuilding my trust in Expedia and ensuring a positive experience for all Princess cruise customers. The hotel was informed a month prior to our April 11, [redacted] reservation. I look forward to a prompt resolution. Thank you for your cooperation in advance. Kindly process the refund accordingly.