Expedia Complaint: Reward Disappeared

Jennie-1987

Hi,

I would be grateful for any help offered to regain the Expedia Reward balance I had, which is now at £0.

Having logged in today I saw my £0 balance and so looked to the Help page resources, where I just learned that apparently these disappear if you either don't use them or don't book anything on Expedia for 18 months. This is news to me and I have not received any emails from Expedia to notify me of this.
I have a lot of health conditions so I haven't been looking at holidays for a while but in February I looked up hotels in Cornwall and saw the balance was available (not knowing it was possible to lose it), without making a purchase. That means I had no account activity since 2020 and yet in early 2023 the balance was still available so it did not conform to the information I just found on their Help page.
Is there any chance I can get this back? Has anyone had something similar happen?

Many, many thanks.

Alderbank

I'm not sure that the balance would necessarily have been available in February.
We don't know how the website software was written. You were just browsing but I suspect that if you had tried to pay for a booking the Reward issue would have arisen. Perhaps someone else tried, failed and complained in February and as a result they have patched the software to make things clearer?

I suggest you phone them up and ask politely what they can do. Tell them you have a lot of health conditions. Expedia Reward is a sort of loyalty bonus so clearly they like to retain their repeat customers, and a sale with a discount is better than no sale.

I wouldn't argue with them that they didn't legally conform to their own information, etc. That sounds like a case for them being very rigid with their rules. Is that what you want?

eskbanker

Jennie-1987 said:

in February I looked up hotels in Cornwall and saw the balance was available (not knowing it was possible to lose it), without making a purchase. That means I had no account activity since 2020 and yet in early 2023 the balance was still available so it did not conform to the information I just found on their Help page.

Many organisations relaxed their policies to extend expiry dates during Covid, so it could be that the validity of your points was extended for longer than usual, but has since expired sometime between February and June?

Jennie-1987

Thank you both, that does make sense. I will at least give it a try to regain the balance in case there is a chance.