Expedia being useless again!

Khaggis

Hi All, I know there's a few posts regarding Expedia, but I have a rather unique situation. I essentially have them dead to rights but they're just ignoring me now or fobbing me off, any attempt at calling them involves 1-2 hours of going back and fourth before the call gets cut off. I've now sent a complaint email here which I will paste as it explains the situation, but I've heard nothing back in nearly a week despite the website saying an agent will get back to me within 24 hours. Anyway, here's the Email: 

"Hello there, I am writing in complaint about an ongoing issue that started on 14/09/2023. I was trying to book a flight to America using your website, and the cheapest flights were with British Airways flying LHR-PHX on 13/11/23 and returning LAX-LHR on 20/11/23.

I attempted to purchase these tickets on your site and was met with an “unexpected error – try again” message. After several attempts, I was getting nowhere, so I purchased my flights from a different site (Travelup), with a different form of payment at a different price, got my tickets and thought nothing of it.

 However when I went to pay my credit card bill, I noticed a fee had come out to British A to the total sum of the price ticket from your site (4XX.XXGBP). However, I had not received any additional confirmation email or flight ticket other than from Travelup. I contacted British Airways, who confirmed that I had been double booked, with 2 reference numbers (the Expedia one being XXXXXX).

I asked them to cancel the Expedia one as I had not received a confirmation email or ticket, therefore the booking should not exist, and they informed me that as it was booked via Expedia, only one of their agents could contact and get it cancelled, I could not do it myself.
 I contacted yourselves and explained the situation, and was told that there was nothing on your records for this booking, and that the only thing you could see associated to me, was a hotel booking (via hotels.com). After a bit more explaining one of your agents agreed to contact British airways to get the money sent back to me.
 After a while she got back to me saying that British Airways would only issue a partial refund as it was a non-refundable ticket (even though I didn’t receive it). However, She had approved the partial refund of 1XX.XXGBP, and due to it being a site error with Expedia, that Expedia would cover the difference of 2XX.XXGBP, and that she had processed it with the team and that I would receive a call with an update shortly. This was also corelated with an email, which I have attached.
I never received either a call from the team or a refund, and any emails I sent out were ignored. After 2 weeks I chased this up again with a phone call, and after a lot of going back and forth and explaining I did not have a reference number due to the above reasons, I was told that she could see that the payment had been approved, and would take 1-2 billing cycles (the cycles were from the 25th) and would go into my account automatically (I also have this corelated in an email from the agent, which I have also attached).

It has now been over 2 billing cycles and I have still not received my refund. I have called numerous times, to be put on hold and for the line to get disconnected, so it is incredibly time consuming and painstaking to try and discuss this over the phone, plus I feel I keep getting fobbed off. Because of this, I have resorted to writing this formal complaint with a paper trail, with the hope that my refund will be issued imminently. I look forward to your reply. Regards, Khaggis."

That's basically my situation, I'm happy to post the screenshots of their emails stating the issue has been approved. I just don't really know where to go from here as I'm either fobbed off or ignored. I tried the chargeback with my credit card, got it for a while, but BA disputed it saying that Expedia agreed to a partial refund, so the chargeback was reverted. I tried to call them and explain further, but said as there's no link for the bank to see it from Expedia (the money went straight to BA) they cant just do a charge to Expedia. they suggested trying to get an email from Expedia mentioning the refund and those exact BA flights and reference numbers, but as Expedia aren't getting back to me, I'm struggling with that.

Sorry for the really long message guys, but appreciate any help and advice you can give.

Cheers in advance.

HillStreetBlues

Khaggis said:

Hi All, I know there's a few posts regarding Expedia, but I have a rather unique situation. I essentially have them dead to rights but they're just ignoring me now or fobbing me off, any attempt at calling them involves 1-2 hours of going back and fourth before the call gets cut off. I've now sent a complaint email here which I will paste as it explains the situation, but I've heard nothing back in nearly a week despite the website saying an agent will get back to me within 24 hours. Anyway, here's the Email: 

"Hello there, I am writing in complaint about an ongoing issue that started on 14/09/2023. I was trying to book a flight to America using your website, and the cheapest flights were with British Airways flying LHR-PHX on 13/11/23 and returning LAX-LHR on 20/11/23.

I attempted to purchase these tickets on your site and was met with an “unexpected error – try again” message. After several attempts, I was getting nowhere, so I purchased my flights from a different site (Travelup), with a different form of payment at a different price, got my tickets and thought nothing of it.

 However when I went to pay my credit card bill, I noticed a fee had come out to British A to the total sum of the price ticket from your site (4XX.XXGBP). However, I had not received any additional confirmation email or flight ticket other than from Travelup. I contacted British Airways, who confirmed that I had been double booked, with 2 reference numbers (the Expedia one being XXXXXX).

I asked them to cancel the Expedia one as I had not received a confirmation email or ticket, therefore the booking should not exist, and they informed me that as it was booked via Expedite, only one of their agents could contact and get it cancelled, I could not do it myself.
 I contacted yourselves and explained the situation, and was told that there was nothing on your records for this booking, and that the only thing you could see associated to me, was a hotel booking (via hotels.com). After a bit more explaining one of your agents agreed to contact British airways to get the money sent back to me.
 After a while she got back to me saying that British Airways would only issue a partial refund as it was a non-refundable ticket (even though I didn’t receive it). However, She had approved the partial refund of 1XX.XXGBP, and due to it being a site error with Expedia, that Expedia would cover the difference of 2XX.XXGBP, and that she had processed it with the team and that I would receive a call with an update shortly. This was also corelated with an email, which I have attached.
I never received either a call from the team or a refund, and any emails I sent out were ignored. After 2 weeks I chased this up again with a phone call, and after a lot of going back and forth and explaining I did not have a reference number due to the above reasons, I was told that she could see that the payment had been approved, and would take 1-2 billing cycles (the cycles were from the 25th) and would go into my account automatically (I also have this corelated in an email from the agent, which I have also attached).

It has now been over 2 billing cycles and I have still not received my refund. I have called numerous times, to be put on hold and for the line to get disconnected, so it is incredibly time consuming and painstaking to try and discuss this over the phone, plus I feel I keep getting fobbed off. Because of this, I have resorted to writing this formal complaint with a paper trail, with the hope that my refund will be issued imminently. I look forward to your reply. Regards, Khaggis."

That's basically my situation, I'm happy to post the screenshots of their emails stating the issue has been approved. I just don't really know where to go from here as I'm either fobbed off or ignored. I tried the chargeback with my credit card, got it for a while, but BA disputed it saying that Expedia agreed to a partial refund, so the chargeback was reverted. I tried to call them and explain further, but said as there's no link for the bank to see it from Expedia (the money went straight to BA) they cant just do a charge to Expedia. they suggested trying to get an email from Expedia mentioning the refund and those exact BA flights and reference numbers, but as Expedia aren't getting back to me, I'm struggling with that.

Sorry for the really long message guys, but appreciate any help and advice you can give.

Cheers in advance.

Does that e-mail admit Expedia have made an error and will refund you?

Khaggis

HillStreetBlues said:

Khaggis said:

Hi All, I know there's a few posts regarding Expedia, but I have a rather unique situation. I essentially have them dead to rights but they're just ignoring me now or fobbing me off, any attempt at calling them involves 1-2 hours of going back and fourth before the call gets cut off. I've now sent a complaint email here which I will paste as it explains the situation, but I've heard nothing back in nearly a week despite the website saying an agent will get back to me within 24 hours. Anyway, here's the Email: 

"Hello there, I am writing in complaint about an ongoing issue that started on 14/09/2023. I was trying to book a flight to America using your website, and the cheapest flights were with British Airways flying LHR-PHX on 13/11/23 and returning LAX-LHR on 20/11/23.

I attempted to purchase these tickets on your site and was met with an “unexpected error – try again” message. After several attempts, I was getting nowhere, so I purchased my flights from a different site (Travelup), with a different form of payment at a different price, got my tickets and thought nothing of it.

 However when I went to pay my credit card bill, I noticed a fee had come out to British A to the total sum of the price ticket from your site (4XX.XXGBP). However, I had not received any additional confirmation email or flight ticket other than from Travelup. I contacted British Airways, who confirmed that I had been double booked, with 2 reference numbers (the Expedia one being XXXXXX).

I asked them to cancel the Expedia one as I had not received a confirmation email or ticket, therefore the booking should not exist, and they informed me that as it was booked via Expedite, only one of their agents could contact and get it cancelled, I could not do it myself.
 I contacted yourselves and explained the situation, and was told that there was nothing on your records for this booking, and that the only thing you could see associated to me, was a hotel booking (via hotels.com). After a bit more explaining one of your agents agreed to contact British airways to get the money sent back to me.
 After a while she got back to me saying that British Airways would only issue a partial refund as it was a non-refundable ticket (even though I didn’t receive it). However, She had approved the partial refund of 1XX.XXGBP, and due to it being a site error with Expedia, that Expedia would cover the difference of 2XX.XXGBP, and that she had processed it with the team and that I would receive a call with an update shortly. This was also corelated with an email, which I have attached.
I never received either a call from the team or a refund, and any emails I sent out were ignored. After 2 weeks I chased this up again with a phone call, and after a lot of going back and forth and explaining I did not have a reference number due to the above reasons, I was told that she could see that the payment had been approved, and would take 1-2 billing cycles (the cycles were from the 25th) and would go into my account automatically (I also have this corelated in an email from the agent, which I have also attached).

It has now been over 2 billing cycles and I have still not received my refund. I have called numerous times, to be put on hold and for the line to get disconnected, so it is incredibly time consuming and painstaking to try and discuss this over the phone, plus I feel I keep getting fobbed off. Because of this, I have resorted to writing this formal complaint with a paper trail, with the hope that my refund will be issued imminently. I look forward to your reply. Regards, Khaggis."

That's basically my situation, I'm happy to post the screenshots of their emails stating the issue has been approved. I just don't really know where to go from here as I'm either fobbed off or ignored. I tried the chargeback with my credit card, got it for a while, but BA disputed it saying that Expedia agreed to a partial refund, so the chargeback was reverted. I tried to call them and explain further, but said as there's no link for the bank to see it from Expedia (the money went straight to BA) they cant just do a charge to Expedia. they suggested trying to get an email from Expedia mentioning the refund and those exact BA flights and reference numbers, but as Expedia aren't getting back to me, I'm struggling with that.

Sorry for the really long message guys, but appreciate any help and advice you can give.

Cheers in advance.

Does that e-mail admit Expedia have made an error and will refund you?

Yes bud, I've attached redacted screenshots to hide personal information.

MeteredOut

This is the point where I'd look to do a chargeback via my credit card (for the partial amount).

Khaggis

MeteredOut said:

This is the point where I'd look to do a chargeback via my credit card (for the partial amount).

Hey mate, as mentioned above, I tried that to not much luck.

"I tried the chargeback with my credit card, got it for a while, but BA disputed it saying that Expedia agreed to a partial refund, so the chargeback was reverted. I tried to call them and explain further, but said as there's no link for the bank to see it from Expedia (the money went straight to BA) they cant just do a charge to Expedia. they suggested trying to get an email from Expedia mentioning the refund and those exact BA flights and reference numbers, but as Expedia aren't getting back to me, I'm struggling with that."

Khaggis

Does anyone have any of the ceo's or higher upper management's contact details to message them and would that be a smart move or wasted effort? Sorry guys, just genuinely at a loss as of what to do.

DullGreyGuy

A quick google will give you the CEO's email address on a website that specialises in such emails; a similar search on said website will show you the contact details of other senior management inc some UK based ones. 

Naturally these types of emails get passed on for others to deal with... in some cases to higher exec complaints teams and in other organisations it just goes to the regular complaints team like any other email 

Khaggis

DullGreyGuy said:

A quick google will give you the CEO's email address on a website that specialises in such emails; a similar search on said website will show you the contact details of other senior management inc some UK based ones. 

Naturally these types of emails get passed on for others to deal with... in some cases to higher exec complaints teams and in other organisations it just goes to the regular complaints team like any other email 

Thank you for this. So in your opinion is it worth going down this route or looking at other options? Many thanks.