Egencia

April 25, Revdex.com Northwest Complaint Department RE: Egencia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Egencia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionEgencia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Egencia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation at the Fairfield Inn & Suites by Marriott Winston-Salem Downtown on September 5th, We understand that the reservation was cancelled with the property directly, however Mr [redacted] has been charged by Egencia Our records show on August 8th, [redacted] completed this purchase via his Egencia profile and agreed to the following: Egencia will send an e-mail detailing the room cost when your card is charged the day of check-inThe hotel will provide a receipt for any additional fees and incidentals charged during your stayEgencia is the merchant of record for the room cost only · This reservation is non-refundable and cannot be changed or cancelled· No refunds will be issued for late cheor early check-out As a courtesy we contacted the property who declined our request for authorization to refund as the booking was nonrefundableWhile we apologize for any inconvenience a refund is unavailable We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Kind regards, Dawn P [redacted] | Customer Care Specialist – NA

Terrible Service,
If u are looking for ant type of service do not use Egencia. I booked my flights a week ago, selected by seats. Egencia did not make the reservation. I am booking my flights again today paying more and have very bad seats

April 25, 2018   Revdex.com Northwest Complaint Department   RE: Egencia Case [redacted]   Dear Revdex.com,   Thank you for taking the time to contact Egencia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our attention. Egencia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Egencia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation at the Fairfield Inn & Suites by Marriott Winston-Salem Downtown on September 5th, 2017. We understand that the reservation was cancelled with the property directly, however Mr. [redacted] has been charged by Egencia.   Our records show on August 8th, 2017 [redacted] completed this purchase via his Egencia profile and agreed to the following: Egencia will send an e-mail detailing the room cost when your card is charged the day of check-in. The hotel will provide a receipt for any additional fees and incidentals charged during your stay. Egencia is the merchant of record for the room cost only.   ·         This reservation is non-refundable and cannot be changed or cancelled. ·         No refunds will be issued for late check-in or early check-out.   As a courtesy we contacted the property who declined our request for authorization to refund as the booking was nonrefundable. While we apologize for any inconvenience a refund is unavailable.   We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.     Kind regards, Dawn P[redacted] | Customer Care Specialist – NA

May 1, 2018   Revdex.com Northwest Complaint Department   RE: Egencia Case [redacted]  Dear Revdex.com,  Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.   Our records show Mr. [redacted] completed the reservation for the Fairfield Inn & Suites by Marriott Winston-Salem Downtown on August 8th, 2017 and agreed to the nonrefundable, non-changeable rate. While we apologize for any inconvenience encountered by Mr. [redacted], we’ve confirmed that Egencia has been billed in full for the reservation; as a result a refund is unavailable.   Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.   Kind regards, Dawn P[redacted] | Customer Care Specialist – NA

Complaint: [redacted]
I am rejecting this response because:The response provided by Egencia contained information that was not complete or accurate. As per the correspondence provided directly from Egencia they stated: "We understand that sometimes plans fall through. We do not charge a cancel or change fee." I contacted Marriott customer support and they confirmed that no cancel or change fee would be charged due to my Platinum Elite status. Additionally, I contacted Egencia via phone regarding the charge and was told that they do not have a cancellation charge for this reservation. Given that both Egencia and Marriott provided positive confirmation that there would be no charge to cancel the response provided by Egencia is false. Furthermore, Egencias inability to contact Marriott is a reflection of their poor relationship management and not my problem. Please issue a refund in the amount of $428.48. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted],RE: Revdex.com Case ID [redacted]We are contacting you in regards to itinerary [redacted], for flights from St. Louis to Lyon for 12-19MAY. It is our understanding the booking could not be completed online which resulted in multiple credit card authorizations.In research of this case...

we have reviewed the booking history to confirm that multiple purchase attempts were made online as well as with an Egencia Travel Consultant, which resulted in the pending Visa authorizations. Our records show the form of payment was updated within the account, as such, we have processed an address verification for both credit cards to determine the reason for card failure. Each card verification came back as an invalid address when using [redacted] and zip code [redacted]. We understand the financial institution has already confirmed the address to be correct, however, as the system cannot verify the billing address, we are unable to complete purchase online.Please be advised, for booking assistance, an Egencia Travel Consultant can book flight reservations via a separate flight tool that bypasses the address verification. Additionally, all authorizations should drop off within 72 hours. We do apologize for the inconvenience this issue has caused and regret that we were unable to offer additional assistance.If you have any additional questions regarding this matter, please let us know and we are happy to assist.Kind regards,Jerika--------------------------------------------------------------- Jerika H[redacted] Customer Care Specialist, Expedia Group