Expedia Inc

Complaint: ***I am rejecting this response because it's ridiculous. If you look under *** you could find itItinerary ***Sincerely,*** ***

January 24,
Revdex.com
Alaska, Oregon, & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia 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. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight/hotel and car reservations. We understand Ms*** is requesting a refundOn January 20, 2017, we received receipt of the Revdex.com complaint
Our records reflect on August 24, 2016, the customer self-booked a one-way flight reservation for *** *** and Eric SunTravel was on Hawaiian Airlines, departing October 12, 2016, from Oakland, California to Kailua-Kona, Hawaii, via itinerary number ***
On September 17, 2016, the customer self-booked a hotel reservation at the Kona Seaside Hotel chedate October 12, 2016, check-out date October 19, 2016, via itinerary number ***
On September 28, 2016, the customer self-booked a car rental with Hertz in Kailua-Kona, Hawaii pidate October 12, 2016, drop-off date October 19, 2016, via itinerary number ***The customer is stating they self-canceled the reservations; however the customer has not received the refund
Upon further researching this matter, we can confirm on November 3, 2016, the customer contacted Expedia advising they canceled the three reservations on September 29, 2016; however they have not received the refund for the reservationsExpedia confirmed that the reservations were not canceled and requested that the customer provide a copy of the cancellation confirmations; however the customer declined
In reviewing the customer’s account, we can confirm the customer canceled the car rental on September 24, Expedia will process the refund of $back onto the original form of payment
Expedia found no record the customer canceled the flight and hotel reservation within the cancellation policyThe flight reservation needed to be canceled within 24-hours after completing the bookingOur site clearly displays the 24-hour cancellation relates to flights only
The hotel reservation needed to be canceled before October 9, 2016, at 11:59am local hotel time for the reservation to be outside the cancellation window
On January 24, 2017, Expedia contacted the hotel on the customer’s behalf; they advised the customer was marked as a no show and would not authorize the refund
The flight reservation was not used and the airline considers the tickets as a lost value
Expedia request that the customer provide the copy of the cancellation confirmations for the hotel and flight reservations for Expedia to review
We thank you for allowing us the opportunity to address the issues that were brought to our attention.
Sincerely,
Delia K***
Corporate Customer Service

March 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com ID number ***) regarding a hotel reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on March 3, A refund in the amount of $was processed back to the customer’s original form of paymentThe time it takes to post the refund to their account depends on how quickly the credit card company processes refundsWe 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 usSincerely, Lisa S*** Tier Customer Service

February 3,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on October 4, 2016, Ms*** booked roundtrip flights from Bucharest, Romania to Columbus, Ohio with a connecting flight in CanadaThe flight was scheduled for departure on November 19, 2016, and return on May 17, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative
We understand from Ms***’s complaint that she is requesting a refund for the tickets that she stated were purchased for her parentsMs*** says that her parents were turned away at the airport because they did not possess the required visas to enter CanadaAccording to her complaint, she contacted Expedia prior to booking the flights and also researched online and received no notice that visas would be requiredMs*** is requesting that the Expedia review the call recording to verify the disputePlease be advised;
The system does not record all calls
The system keeps call recordings for only days
Call recordings are property of ExpediaThese will not be provided to customers, unless through legal action
As Expedia does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirementsWe are truly sorry if there was a misunderstanding in regards to how this was interpreted; however, Expedia is not able to discuss what identification or documents are needed for travel because of how frequently the requirements changeIt is the traveler’s responsibility to keep up to date on those changesIn providing this information Expedia has met our obligation to prepare those passengers who book on our websiteWhen acting as their own travel agent it is important that customers confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet on their end
On November 19, 2016, Expedia contacted the merchant of record *** Airlines and were informed that the passengers needed required documentation to travel to Canada and that a penalty fee of $would be required to book the same class of service
Please note that Expedia serves as a third party intermediary the airline; in this case *** Airlines is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseMs*** will also see the airlines name in the transaction information of her credit card statementAs *** Airlines was the merchant of record, they are also the party to set policy regarding their ticketsEach of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to them
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Corporate Correspondence Team

Complaint: ***
I am rejecting this response because:When I first contacted expedia to obtain a refund for the hotel they refused to give a refund, they said they cannot do anything about itAfter I called times they decided they wanted to give me the refundAlso, Expedia is claiming they have contacted Jetblue, which I do not believe because I talked to Jetblue more than times and they said that only expedia had the discretion to give me a refund or creditI am NOT asking for a refund, I am asking for a CREDIT, are you losing any money? I am a loyal expedia silver customer who books hotels only through you and you can see my historyI have never had any claim or problem with expedia before, you just prefer to lose a customer than giving a credit for something I did not use which I think is unfair and I feel that you are stealing my money
Sincerely,
*** ***

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments
and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, 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
Sincerely,
Tier Customer Service

Complaint: ***I am rejecting this response because: I have screen shots showing that I selected the higher tier room and the selection of room changed through the processExpedia has ignored these screen shots
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
My complains were not completely resolved
Expedia only refund the air ticket price differences but did not refund the award points
I'm not satisfied with their solutionSincerely,*** ***

Complaint: ***
I am rejecting this response because:you state that one must have reservations in order to get the VIP+ benefits I have reservations at the Bildenburg in Amsterdam, and your agents still can't tell me what benefits I will receive.
Sincerely,
*** ***

Hello,
This letter is in response to the complaint filed by Mr*** ***Expedia.co.nz is a company that prides itself in providing the highest standards of quality customer service and we are truly sorry that this matter has escalated as it hasIt is always disappointing when our
customers feel that they have no other recourse
Please be informed that I have investigated the case and apparently, the refund of NZD was processed on Jun successfullyI have sent an email to Mr*** with the ARN (acquirer’s reference number) so that he could contact his bank’s chargeback team to track the refund
We are appreciative of your help in mediating a resolution of this issue, and want to assure you that we believe the appropriate resolution was reachedWe offer our deepest apology to Mr*** *** and we hope that any ill will created by this situation can be cleared
If you have any further questions or concerns, please do not hesitate to contact us
Regards,
Ashish B***

February 27, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms***Expedia, Incis responding to the consumer complaint from Ms*** *** (Revdex.com case number ***) regarding an Expedia Local Expert reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on February 24, 2017, via a phone call with an Expedia RepresentativeWe apologize for any inconvenience that may have occurredWe thank you for allowing us the opportunity to address the issues which have been brought to our attentionIf you have any further questions, you may contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342)Our agents are available hours a day, seven days a weekSincerely, Lisa S*** Corporate Customer Service

November 3,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint for Mr*** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate that on August 18, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary ***Travel was with *** *** from Amsterdam, Netherlands to Delhi, India, departing on December 11, We understand Mr*** is requesting a refund of the tax portion of his flight ticket, as he claims the airline advised him that the taxes are refundable
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers*** *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand we must adhere to the policies dictated by the airline
We have verified Mr*** contacted Expedia multiple times regarding his refunds requestRegrettably, when contacting the airline on his behalf, our representatives received contradicting informationSpecifically, Expedia was advised by Aeroflot that Mr*** ticket is nonrefundable and only credit for future use can be providedHowever, on October 22, 2015, Expedia issued a full refund of the tax portion of the customer’s ticket, in the amount of $209.40, as a goodwill gestureAs the airline did not approve the refund, it was provided by Expedia to honor Mr*** claim
We regret Mr*** experience was not as we would have hoped, and any subsequent inconvenience causedWe 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
Sincerely,
Lidiya N***
Tier Customer Service

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and
concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, 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
Sincerely,
Tier Customer Service

October 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr***We regret to hear that he did not accept our response and /or resolution offeredExpedia, Incis responding to the consumer complaint from Mr*** *** (Revdex.com case number ***) regarding a flight reservationAs stated prior and at the time of booking, to ensure that the customer gets the most up-to-date information, we strongly encourage them to review the full range of fees charged by each individual airline on the airline’s website as they may changeIn addition, the customer’s screenshot submissions state “Estimated” baggage fees, as the baggage fees are airline imposed, Expedia can only estimate what the baggage fees may be according to what the airlines have provided to ExpediaWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S*** Tier Customer Service

September 13,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com
allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Our records reflect that on March 3, 2016, Mr*** booked roundtrip flights from New York to Punta Cana departing on August 21, 2016, through August 28, We understand from Mr***’ complaint that the flights were affected by an airline schedule change which resulted in their cancellation
We regret any inconvenience that Mr*** has experienced as a result of this issuePlease know that when an airline makes changes to their flight schedules all passengers on the original flight are affected regardless of how they purchased their tickets, having purchased your flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline
After review, we have confirmed that Mr***’ flights were canceled by the merchant of record Dynamic Airways because they have ceased all travel to Punta CanaThe services provided by Expedia are that of a third party intermediary, the airline; in this case Dynamic Airways is the merchant of record (i.ethe company who charged Mr***’ credit card) and as such accepted the fundsHe will also see the airlines name in the transaction information of his credit card statementAs Dynamic Airways was the merchant of record, they are also the party to process any appropriate refundsDynamic Airways refunded the airfare but, Mr*** is requesting that Expedia offer compensation because we failed to provide alternative flights
Expedia is unable to offer compensation for matters beyond our control, however on September 2, 2016, Mr*** was offered an Expedia Travel Coupon valued at $which he acceptedOn September 13, 2016, we also processed a $refund for the travel insurance that Mr*** purchase as a onetime courtesyRefunds like this usually take between 3-business days to post
We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Marlon J***
Tier Customer Service

May 25,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the RevDex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint for Ms*** *** (Revdex.com case number ***) regarding a flight reservation
Our records indicate on March 19, 2015, the customer self-booked a flight reservation using Expedia’s website; itinerary ***Travel was validated by *** ***, with *** *** from Denver, Colorado to Seattle, Washington, departing on April 15, 2015, and with *** *** from Seattle, Washington to Denver, Colorado on April 15, On April 11, 2015, the customer contacted Expedia and exchanged her return flight to depart on May 15, The price of the original ticket was $226.60; this ticket was subject to an airline imposed exchange penalty fee of $200.00, plus the applicable increase of fare of $(the price of the new ticket was $447.20)We understand Ms*** is requesting a refund of $as she believes that if a straight purchase of a new ticket was to be processed instead of a ticket exchange, the ticket price would have been that much lower
We have verified the customer contacted Expedia several times regarding this complaint and her call was escalated to a Corporate Customer Service Team representative; he advised her that as she agreed to the options provided by the assisting representative on April 11, 2015, he is unable to provide any compensationIf the customer was to cancel her itinerary and purchase the ticket instead of exchanging it, the ticket’s price still would have been $($more than what she paid for the exchange)
We have also verified that upon completing the booking process on March 19, 2015, a confirmation e-mail was sent to the customer with all flight details, providing the chance to verify the details and contact us if corrections need to be madeHowever, Expedia was not contacted for the changes until April 11, 2015, four days prior to the scheduled start of the trip, when the airline’s availability is limited and prices have increased
At this time, after the travel dates have passed, we do not have the ability to verify if cheaper rates were available for this travel route for the customer’s desired travel datesOur agents are trained to provide all options when a customer contacts us for assistance and if purchasing a whole new ticket was not presented to the customer, it is highly probable exchanging the ticket was the cheaper option
While we regret any inconvenience this matter has caused, we do not see an error on Expedia’s behalfAs a result, we are unable to provide a refund or compensation regarding this matter
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
Sincerely,
*** ***
Tier Customer Service

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments
and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** * *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, 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
Sincerely,
Tier Customer Service

April 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time
to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Mr*** *** (Revdex.com ID number ***) regarding a refundUpon receipt of the Revdex.com submission, we have verified this issue was resolved on April 15, Expedia immediately processed a full refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refundsIn addition, The Reef at South Beach confirmed the reservation as shown below:
• APR 05:AM PDT • Confirmed • Reserve We apologize for any inconvenience this delay may have causedWe 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 usSincerely, Lisa S*** Corporate Customer Service

July 28,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia 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. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting a refundOn July 19, 2016, we received receipt of the Revdex.com complaint
Our records reflect on July 16, 2016, the customer self-booked a one-way flight reservation using Expedia.comTravel was on Egypt Air, departing July 17, 2016, from New York to Cairo, EgyptThe customer is stating once they arrived at the airport they were advised the customer’s ticket was not issuedThe customer is stating they had to purchase a new flight with Egypt Air
Upon further researching this matter, we can confirm on July 17, 2016, the customer contacted Expedia, advising that he had no ticket for the flight for today. Expedia was able to confirm the airline canceled the reservation hour and minutes after the customer self-booked onlineExpedia advised the customer to send a copy of the receipt for the new flight they purchased with the airline
In reviewing the customer’s account on July 22, 2016, Expedia refunded the difference for the new flight the customer booked directly with Egypt Air in the amount of $We can confirm the customer was not charged for the original flight reservation for itinerary number ***The standard timeframe for the pending authorization to fall off a customer’s account can be from to hours
Expedia serves as a third-party intermediary for travel providers such as hotels, care rental agencies, and airlines, and are subject to the rules and restrictions of those providers. When a customer makes a purchase, Expedia applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from Expedia
Since the customer was refunded on July 22, 2016, for the difference for the new flights and was not charged for the original booking, Expedia cannot honor the request for the refund
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Delia K***
Tier Customer Service

Complaint: ***I am rejecting this response because: flight anyway is clearly and admittedly their fault and in order to get on my honeymoon as you see it cost me a lot. Sincerely,*** ***