Unbelievably horrible experience with Expedia.
I booked an itinerary with Expedia in May 2013 and bought Expedia Vacation waiver insurance package which entitled me to full refund of airline credit upon cancellation, without any cancellation fee and reissue fee on using the airline credit. I received the Delta airline credit upon cancellation. According to expedia customer care when enquired specifically (multiple times), I could split the air line credit into multiple itineraries. So, I booked an itinerary through Expedia using partial airline credit. They charged me with 200$ per passenger as reissue fee and mentioned that it will be refunded because we purchased Expedia Vacation waiver insurance. They charged this 200$ per passenger from my remaining delta airline credit. Now, after spending hours and days talking to the expedia customer care about the refund, I get following responses from different customer care representatives and even their supervisors upon escalation.
The result is we have no way of knowing whether Expedia is considering our refund request and if we will get any refund.
I booked an itinerary with Expedia in May 2013 and bought Expedia Vacation waiver insurance package which entitled me to full refund of airline credit upon cancellation, without any cancellation fee and reissue fee on using the airline credit. I received the Delta airline credit upon cancellation. According to expedia customer care when enquired specifically (multiple times), I could split the air line credit into multiple itineraries. So, I booked an itinerary through Expedia using partial airline credit. They charged me with 200$ per passenger as reissue fee and mentioned that it will be refunded because we purchased Expedia Vacation waiver insurance. They charged this 200$ per passenger from my remaining delta airline credit. Now, after spending hours and days talking to the expedia customer care about the refund, I get following responses from different customer care representatives and even their supervisors upon escalation.
- "You could not split the airline credit. You lose the remaining airline credit upon purchase of lesser amount of airline ticket." - this is after multiple confirmations and after booking the new itinerary.
- "You cannot be refunded 200$ per passenger since it has been deducted from airline credit. We have no way of refunding that."
- "We could have refunded you if it was charged to your credit card."
- "A case has been registered and your refund will be processed in 3 days." On calling after 6 days, "you cannot be refunded since you did not pay 200$ per passenger".
- "You have been misinformed, we cannot do anything about it."
- "We acknowledge that expedia has made a mistake by charging you from your airline credit but we cannot do anything about it."
- "We acknowledge that expedia has made a mistake by communicating you that you will get the refund of 200$ per passenger."
- "We have opened a case which will be investigated. But I cannot guarantee that you will be refunded since you did not pay anything." - Really??? I lost 400$ of airline credit and the amount I spent to purchase the insurance
- "We cannot send you any email about the case details we have opened for investigation." -This was upon asking the details so that I do not have to repeat the whole story every time I call them
The result is we have no way of knowing whether Expedia is considering our refund request and if we will get any refund.
