Expedia (UK) Customer Service Issues

We had a pre-paid booking with Hotels.com (booking reference #[redacted][redacted] in the name of B.) for the Novotel in Marseille. The booking was for May 21 to 23rd this year. During this period, the French Government mandated that all hotels should close. The Novotel was unable to legally fulfill the booking. Initially, Expedia mentioned we could only claim a voucher, which we did. However, the voucher is now restricted to booking the original hotel only. Despite being willing to support Hotels.com, we would like to claim a full refund due to the strict limitations of the voucher provided. The UK.hotels.com website's COVID-19 information page indicates that we should be able to claim either a voucher with fewer restrictions or a full refund. We would appreciate clarification on this matter.

I arranged a flight to Barbados departing on April 7, [redacted], which got canceled. I previously spoke to a representative who confirmed I would be refunded. I have an email confirmation regarding this refund at [redacted] with the reference number S[redacted]73, mentioning a 12-13 week processing time. Since then, I haven't received any updates on the status of my refund. Additionally, the payment card I used has expired. I would appreciate it if someone could provide me with an update on my refund status and advise on how to proceed with the expired card. Thank you. Jacqueline L.

I had a frustrating experience with customer service. The representative in the chat provided conflicting information and advised me to call Expedia. However, no one is answering calls about new bookings. I am unsure if I need to collect and recheck my baggage at Athens and Rome airports if I book the entire trip on one ticket through Expedia. I reached out to the airlines, but they are giving me different information from Expedia's chat representative. Here is the itinerary I am considering. Could you please confirm the correct procedure regarding picking up and rechecking bags at both airports if I buy the ticket through Expedia? Thank you.

I made a reservation at Statham Lodge Hotel in Lymm for a wedding that had to be postponed twice. Following a conversation with your representative, I was guaranteed a full refund. However, I later discovered that the voucher provided was only for £48, significantly less than the original booking cost of over £[redacted]. With the wedding rescheduled for June next year, I am requesting that my initial booking be honored as I had made the payment in good faith under the extenuating circumstances of the Coronavirus pandemic, which prevented my stay.

Dear Expedia Team, I have been attempting to contact your customer service line without success. Last night, I made a reservation for a one-night stay at The Holt Hotel in Biscester for the 12th of June under the name Roopesh Chandran, itinerary #[redacted][redacted]. Unfortunately, due to unforeseen circumstances, we need to cancel this booking. It was intended as a surprise visit for a friend's 30th birthday party, which has now been postponed due to a family member being hospitalized with COVID. As it has not been 24 hours since the booking, I kindly request your assistance in canceling it. Please provide guidance on how to proceed as well as alternative ways to reach your team. Warm regards, Tilly

I am interested in booking a flight to Canada through Expedia. I have a couple of questions. When can I add baggage? I want to buy two 23 kg bags. I am looking to fly from London to Vancouver with Lufthansa on an Economy Light ticket. I understand it is non-refundable but allows changes (please explain this regarding date changes). Also, could you clarify what is considered a personal item? My second question is after booking on Expedia, is there a cooling-off period? If so, how long is it (e.g., 24 hours)? Can I add insurance or cancel at a later time after booking? Any help today would be appreciated. Thank you, Tanya C.

I've been attempting to modify my flights for the past three days. I have endured 8 hours on hold over the phone with no response. My attempts to change the flight through the app have also been unsuccessful. Furthermore, I spent two days waiting on the live chat with no success. It appears impossible to change my flight through Expedia, the platform I initially chose for this flexibility. I am currently in Spain for medical reasons, and Expedia's lack of assistance is causing a significant inconvenience, especially considering I booked a business class flight. It seems that Expedia is pushing me to purchase a new ticket. I am now looking to file a formal complaint.

I reserved rooms in Sicily for our wedding guests through booking.com. We paid £[redacted], but unfortunately, due to the global pandemic, the wedding had to be canceled. We are seeking a refund, minus any administrative fees. Booking.com has not been cooperative and advised us to contact the hotel directly. However, we are facing a similar challenge with the hotel as they are also avoiding resolving the matter. I have been trying to communicate with both parties via email for the past seven months, but they have been ignoring my messages. Any assistance would be greatly appreciated.

My itinerary number is [redacted][redacted]. Your flight site recognizes it; however, the chat is not accepting the last 4 digits. On 07/07/[redacted], I received an email from you stating that Turkish Airlines had made a significant change, which was the cancellation of the return flight. I contacted Turkish Airlines, and they mentioned that changes could be made through Expedia without extra charges. Subsequently, I cancelled the flights on Expedia's website on 07/07/21, and your site confirmed the request with a message promising a confirmation email soon. Despite contacting Expedia UK Customer Service, there was a long wait time that led me to give up after 1 hour and 18 minutes. Even after replying to a text from Expedia on 08/07/[redacted] to confirm the cancellation and providing an email with proof from your site, I am puzzled why I received an email from you on 11/07/[redacted] telling me to prepare for my trip.

I had an Expedia itinerary, but due to Covid, there were disruptions. Eventually, I received airline credits from Virgin Atlantic. I used these credits to book a new trip, but Virgin Atlantic made changes that rendered the itinerary unworkable. I had to cancel the trip and the hotel in Florida. Expedia notified me that I needed to seek a refund directly from Virgin Atlantic. I contacted them, and we received two deposits in our joint account. My wife also requested a refund with no clear response. We seek clarity on the refund process and what further steps are needed, and we would appreciate Expedia's assistance in resolving this matter. Thank you, J. K. / S. K.

I reserved a car with Alamo through Expedia and added CDW insurance with zero excess. However, Alamo did not receive the CDW instruction, so I was charged for CDW and the standard hire rate. Upon returning the car with some damage, Alamo charged me for the damage, stating I did not follow their insurance procedures. I realized I was double-charged for CDW on my credit card by Expedia. After contacting Expedia's customer service, they tried to reach out to Alamo but couldn't connect. I was promised a callback that never happened. I was informed that if the original CDW policy had been activated, I wouldn't have been charged for the damage. Despite multiple conversations with unhelpful representatives and submitting a complaint through Expedia's online form, I have not received any resolution. I seek a full refund for the duplicated CDW charges and the damage costs reflected in the Alamo invoice provided.

Subject: Guest House Booking Issue Good afternoon, I would like to address an incident that occurred with a recent booking at Guest House Adelphi Villa under reservation number [redacted]0. Miss Vanessa Tjen, along with her sister, initially checked in for a one-night stay under booking reference [redacted]. However, after observing CCTV footage, it came to our attention that Miss Tjen left the room and returned shortly after with two additional individuals, who were later identified as her parents. The room booked is designated for two occupants only, prompting us to ask the extra guests to vacate the premises. In the event of their return, I anticipate having to enforce the same policy. I regret the inconvenience caused by this situation. Unfortunately, I was unable to reach you directly via phone to discuss this matter further. Thank you for your attention to this matter. Sincerely, Margaret MacArthur

I unknowingly booked Al Italia flights to Italy before realizing they had gone bankrupt. Expedia failed to inform me of this when I booked through their site. Al Italia won't accept bookings after August 24 for flights after October 15, but I booked mine in September. They are refunding flights booked pre-August 24, but not those booked after. Al Italia's website states refunds will be issued once flights are cancelled. I reached out to Expedia's "Visual Agent" to clarify if my flight will be cancelled and if I'll get a refund. They advised to keep my flight, but I fear it will be cancelled later, leaving me with no options and forcing me to cancel my trip last minute. I've already paid for accommodation and other bookings. I'm asking Expedia to confirm if my flights will be honored, ensure a refund if not, and help me book an alternative flight for my holiday. Thank you for your assistance.

On August 9th, [redacted], I made a reservation at the Southend Seaside Hotel. The manager called to inform us it was fully booked and promised a refund, which we are still waiting for. That same night, we had to find another hotel, the Hamilton Lodge in Southend. We kindly request the refund for the Seaside Hotel booking. Pls contact me at josephine.flannery @yahoo.com or [redacted]2. Thank you. - Mr & Mrs F.

My husband made a reservation at The Starr Inn in St. Erth, Cornwall for a family wedding that was canceled due to Covid-19. Instead of receiving a refund, we were only offered a voucher we have no use for. It has been two and a half years, and with my husband's recent passing, the voucher is now obsolete. Despite numerous attempts, my son and I have been unsuccessful in contacting your company via email. The financial strain is becoming overwhelming, especially since the money is vital to my limited income. I recently received an email prolonging the voucher validity until December [redacted], but the £[redacted].00 means a lot to me. It is distressing that your company seems indifferent to our situation during these challenging times.

I have been invoiced for a voided ticket. Charge Receipt itinerary number - [redacted][redacted] Ticket #[redacted][redacted] (Adrienne Claire Morris) The airline confirmation code is RATYA9. Finnair mistakenly booked me on a flight and I promptly corrected the reservation. I have been incorrectly billed GBP [redacted].87. Finnair charged me twice, for the mistaken flight and the corrected flight. I reached out to Expedia and was referred to Finnair. I waited for hours on their chat service and finally connected with them at 3 am. The conversation went as follows: "I noticed that Expedia voided the tickets after payment. Since it initially went through their third-party platform, it might display as a pending Cover Charge, which they can resolve. Kaloyan 4:24 If it was voided immediately, it is fully refundable, but we cannot release the cover charge since the transaction did not go directly through us. When a payment is made, it should be voided within 24 hours for a refund. During this time, it appears as a Cover Charge in the issuing party's system via their office. Shortened to Pending payment Even though the booking is with Finnair, the payment was through Expedia, so Expedia has to adjust the Pending/Cover Charge on your card for the extra payment. 4:26 They have already voided the ticket. They just need to update the payment from pending to rejected."

I was mistakenly charged for a voided ticket by Finnair. The charge receipt itinerary number is [redacted][redacted], and the ticket number is #[redacted][redacted] for Adrienne Claire Morris. The airline confirmation code is RATYA9. I have been charged GBP [redacted].87 erroneously, as Finnair charged me twice for the mistaken flight and the correct flight. I reached out to Expedia, who redirected me to Finnair. After waiting in line for hours, I finally connected with them at 3 am. They explained that since the payment was made through Expedia's third-party platform, it needs to be adjusted by Expedia to release the cover charge. Finnair mentioned that if the ticket was voided promptly, it should be refundable, and Expedia needs to update the payment status from pending to rejected.

I have flight credits for a Qatar Airways flight from Perth to Manchester, UK. Expedia has informed me that these credits will expire in February [redacted] and I need to book a flight before then. According to their website, I can only book flights originating from the country of the original flight, which poses a challenge as I cannot travel to Australia due to current Covid restrictions. I am hoping to use these credits for a short trip to Doha instead. Unfortunately, reaching Expedia has proven difficult as their chat line is now virtual, making it hard to communicate with them.

We booked a set of four flights for two adults via Expedia using a single booking reference and itinerary number. The flights were charged to my Visa Credit Card with the reference "British Awy [redacted][redacted], Hounslow" and "British Awy [redacted][redacted], Hounslow". Unfortunately, 12 hours prior to our last flight (BA56 from JNB to LHR on Friday, November 26, [redacted]), we received an email informing us that the flight was canceled. I am seeking a refund for the final flight that we were unable to board due to the UK government's prohibition on passenger flights from South Africa starting at noon on November 26. Expedia claims they can't provide a refund because three out of four flights were completed successfully, while British Airways refuses a refund because the booking was made through a travel agent, namely Expedia.

I booked a stay at Hotel Sittikus in Salzburg from December 31st, [redacted], to January 1st, [redacted], through Expedia with itinerary number [redacted][redacted]. Due to the hotel's closure after lockdown, my reservation was moved to Hotel Pitter Implauer by Hotel Sittikus. I've now decided to cancel and have informed Hotel Pitter, who has a no penalty cancellation policy until December 29th, unlike Hotel Sittikus who had a free cancellation policy only until December 17th. I've already canceled with confirmation number [redacted], and Hotel Pitter has acknowledged this. I seek confirmation from Expedia that I will not incur a cancellation fee following the policy of Hotel Pitter rather than Hotel Sittikus.