Complaint Review: Expedia Virgin Atlantic

Booked a package on Oct 11,2019 on Expedias website for travel between May11 2020-May-28th 2020. Flight to London Upper Class Heathrow from IAD (Dulles ) car service and hotel, insurance. Pandamic happened. I called Expedia on March 16th 2020 to cancel was told Only vouchers or rebook. I chose to rebook it for Aug 10, 2020 thru Aug 22,2020. Everything stayed the same other than the dates. Mid April Trump and Boris closed all borders until further notice, and Virgin was requesting a bailout or go into Adminstation.

I called Expedia and asked for a refund due to the fact that the borders were closed and no opening in sight and Virgin Atlantic stated publicly, they needed a bail out or would be going under. Expedia said since you have non-refundable ticket, and hotel,car service, vouchers only, but they could refund the car which they did. I called Virgin Atlantic directly after and was told voucher only. I called a few days later to Expedia and asked again, was told nope same thing even though the borders are closed until further notice on both sides. I explained that even if I was able to travel I was considered non essential and would be turned around at Dulles or Heathrow.

I was told oh well what do you want? I said a refund please and same reply only difference was wait it out, if everything was cancelled I would get a complete refund. I explained that I was not flying until Aug and if I took Virgins voucher and they went belly up the voucher would be no good. I also said what if I get over there and they go belly up and then I have no way of getting back to the States. Oh well, was said to me we are bound by the hotels olicy and the airlines policy.. I hung up and found the Sr Exes email, the CFO and the board Director of Expedia I emailed them all with the details complete with proof, even my hotel the Mayfair had stated on thier site they would not honor my reservation since I was non-essential.

My email was forwarded from a tier 1 to a tier 3 and to call and reference this case number.  On May 8th I did call  Expedia and  I told them I was not allowed to travel since the State Dept had issued an order not to travel and sent them the link. they kept saying non refundable and said no services rended  therefore a credit was due. They kept said not our fault a repeat of all the other times I also told them that on Virgin Atlantics webite it says refunds can be given if the customer declared no voucher but a refund. I want a refund not a voucher,please get in touch with Virgin Atlantic so they can give you the info to process it..At this point I asked for a supervisor and got a very rude person by the name of Koi, who said Nope no refund but a voucher and I said no I was not willing to take a chance. I will wait to see if everything gets cancelled. Five mins later she sends an email stating".An airline credit has been issued. You can apply this credit to a new booking. YOU ARE RESPONSIBLE FOR THE DIFFERENCES IN FARE! You may only rebook with the same airline and travel must be within the same region."

I called Expedia back and said no I want a refund and I told you I want a refund not a voucher she hung on me. I called Virgin Atlantic directly again and asked for a refund since it stated on thier website I would be turned away since I am non-essential and there was a chance they might go under. I explained that the Dept of transport said "it was not the customers fault this was happening so they should have refunds." and I mentioned the carriages of order stated the same thing. I kept stating I want a refund not a voucher. I was told a list of things they were doing to shore up the airline but non-refundable sorry. At this point I called my Credit cards and started a charge back of all. Then I filed a claim with thier insurance AIG travel as well. I filed a complaint with the BBB, General Attorney,and The FCO in the UK. I even took to social media to shame them all including the hotel. I am not sure if they did attempt to contact the hotel at all or they put me on hold and went for a coffee break or even take another call before coming back on the line to say no for all 3.

I even offered Expedia a way out, Charge me a canceI or charge me a penalty for 600. (450 Virgin the rest to the hotel that way they got something and I at least got some of it back as it is better than nothing. They refused, I am still waiting the outcomes of the charge back for the hotel and airline.