Expedia, one of the world’s largest online travel agencies, is facing a proposed class action lawsuit filed by a California consumer who claims the company failed to promptly refund canceled airline tickets. The lawsuit, which also names JP Morgan Chase Bank, N.A. as a co-defendant, alleges that the companies engaged in deceptive practices that have unjustly enriched them at the expense of consumers.
The Allegations
The 14-page complaint, filed in federal court, accuses Expedia of delaying refunds for canceled flights despite promising consumers timely reimbursements. The plaintiff, a Chase credit cardholder, claims he paid more than $5,200 for six plane tickets booked through Expedia.com in July 2024. After the flights were canceled twice—first in August and again in September—the man requested a refund, which Expedia confirmed would be issued within seven to 10 business days.
However, the refund was never processed, according to the lawsuit. Despite multiple follow-ups and assurances from Expedia, the plaintiff alleges he did not receive his money back. When he contacted Chase to dispute the charges, the bank initially agreed to credit his account but later reversed its decision, citing the age of the transaction.
The lawsuit argues that Expedia and Chase “knowingly and recklessly” took advantage of delays in processing refunds, benefiting from millions of dollars in unjust enrichment. The case contends that the defendants violated the federal Fair Credit Billing Act and other consumer protection laws by failing to properly investigate disputes, correct billing errors, and issue timely refunds.
“This deceptive practice has unjustly enriched [the defendants] by millions of dollars at consumers’ expense,” the complaint states.
The plaintiff is seeking to represent a class of consumers who purchased airline tickets through Expedia.com, experienced flight cancellations, and were misled by Expedia’s promises of refunds that were never processed. The lawsuit aims to hold Expedia and Chase accountable for their alleged misconduct and recover damages for affected customers.
What Consumers Should Know
This case highlights the challenges consumers face when dealing with canceled flights and delayed refunds. Travelers who believe they have been unfairly denied refunds or charged erroneously are encouraged to:
- Document Everything: Keep records of all communications with the travel agency and bank, including emails, receipts, and confirmation numbers.
- Dispute Charges: Contact your credit card company to dispute unauthorized or unresolved charges.
- Report Issues: File complaints with the Consumer Financial Protection Bureau (CFPB) or the Department of Transportation (DOT) if airlines or travel agencies fail to comply with refund policies.
As of now, Expedia has not publicly commented on the lawsuit. The company typically advises customers to contact its customer service team for assistance with refunds and disputes.
This lawsuit is part of a broader trend of consumers holding travel companies accountable for poor service and unfair practices. As the travel industry continues to recover from the impacts of the COVID-19 pandemic, cases like this underscore the importance of transparency and accountability in customer service.
