Expedia Inc

September 21, 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 youExpedia is responding to the consumer complaint from Mr*** Eric *** (Revdex.com ID number ***) regarding phone call solicitationOur records indicate the account associated to the email address provided by the customer is in the name of ‘*** ***”At this time we are requesting Mr*** verify the account he is referring to and or all accounts associated with the email address he providedUpon receipt, Expedia will remove him from any calling/mailing listsAgain, 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 usSincerely, Lisa S*** Tier Customer Service

Complaint: ***I am rejecting this response because: Expedia keeps on saying that I will no longer receive promotional Emails. I never said I was getting promotional Emails. I do not wish to receive any *monthly statements*. This current response is the exact response I receive from Expedia Email customer service, and they continue to misread my needs.Sincerely,*** **

May 18, 2015Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case#O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding 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, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund request. We understand Ms*** is requesting Expedia to issue a second refund for the airline penalty fee. On May 11, 2015, we contacted Ms*** to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on October 27, 2014, Ms*** or an authorized user on the account, self-booked a vacation package that included a flight and hotel reservation for two travelers on Expedia’s website for travel on December 12, 2014, from Philadelphia, PA to Miami, FL with ** *** returning December 15, with *** ***. The hotel was booked with *** *** *** and included with the package was the Expedia Package Protection Plan which provided the following travel insurance coverage: SECTION I: Expedia Vacation Waiver: Change or cancel for any reason; Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time* of your trip without being charged any change or cancellation fees. SECTION II: Coverages offered by Insurer *** *** *** Company Trip; Provide for Cancellation and Trip Interruption Benefits Pre-Departure Trip Cancellation and Post-Departure Trip Interruption. On December 16, 2014, we were contacted by Ms*** who requested to cancel the flight reservation. Under Part Coverage of her travel insurance, the customer was allowed a one-time courtesy cancellation that provided reimbursement of the airline cancellation fees. Our customer service representative canceled the flights and processed a refund of the cancellation fees in the amount of $per ticket, for a total refund of $400.00. The customer was able to exchange the flights with an $difference in fare; $per ticket was charged at the time she rebooked. As Ms*** has already been refunded the $based on the cancellation waiver, the excess paid by Ms*** to exchange her flights was a total cost of $at current airfare pricingIn researching further, on January 26, 2015, we were contacted by Ms*** to discuss the package cancellation, and a partial refund was processed for the hotel reservation in the amount of $90.94. The hotel rules and restrictions for cancellation state:Cancellation and Change Policy: Refundable Cancellations or changes made after 11:PM local hotel time, Wednesday, May 06, are subject to a hotel fee equal to night(s) plus taxes and fees.Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation At the time that we received the call, the hotel reservation was not in penalty and qualified for a full refund but received a partial payment only. On April 20, 2015, the customer contacted our customer service department to discuss the balance of the refund for the hotel. Upon researching further, we determined that a full refund was due but did not process. A second hotel refund was processed for $312.94. The balance remaining in the package booking is the travel insurance which is non-refundable On April 28, 2015, Ms*** contacted us for assistance rebooking her flights using her airline credit. As stated above, the total cost Ms*** paid on April 28, was $per ticket which included the airline penalty that we refunded in advance. The airline rules and restrictions provided during the booking process advised Ms*** that any change or cancellation for her flight would result in an airline penalty of $per ticket due at the time she rebooks or deducted from her overall credit that would be held with the airline. Ms*** was provided assistance in booking new flights with the travel dates of May 7, through May 10, 2015. No additional refunds are dueWe 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,*** ***Tier Customer Service

Complaint: ***I am rejecting this response because: I could not response sooner because I was in Europe and could not get to my emails most of the time Expedia not only cost me money but stress, panic attacks and sleepless nightsYes they refunded my money but charged me $to change my daughters flight Plus I lost my hotel room without a refund since they booked me the only flight they had which was a lot later They lied to me and treated me unfairly This company has no morals, they don't care about people and they lie to you They put you on hold for hours when it has to do with a problem and never get back to you I am very upset on how they take advantage and to find out, they were sending the information to a wrong email So they should have owned up to what was their fault I want the money I lost due to their mistake I am sorry but I just got back into the states and I am also dealing with the attorney general of Washington.Sincerely,*** ***

Complaint: ***I am rejecting this response because:My intinerary has YET to be updated, I was promised a credit on my Expedia account, which never showed, and they still charged me an extra $This is NOT acceptable, the customer service has been HORRIBLE, and I have recently filed a lawsuit on this company concerning their LIES AND DECEIT AND PROMISES on resolving this issueI do not accept this, AT ALLThey have still not held up their policies or promises! Sincerely,*** ***

Complaint: ***I am rejecting this response because: All this is falseI called customer service department several times from May19,thru the date I arrived on May 22, Customer service reps and managers advise me that everything was fine that reservation dates where going to be changedI called the night before arriving more times on my way there this company does not like to take responsibility to customers for promise I had no place to stay in vegas in the fact that they took money out of my bank of and refuse to refund me stated this a penaltywhen seen the dates was wrong immediately contacted Expedia company in regards to thisfurther more this company did not contact me regarding this compliant the called *** *** left her a message left no contact information except for me to contact customer service once againWhy would this company contact someone who has nothing to do with the complaint except to be a witness because she has spoke with reps there as well May 19, 8:spoke with a *** who stated the hotel was going to change the dates because it was incorrectThree other calls was made to this company on this same the reps are rude don't care to help the customers with issuesI called again on May 20, 12:00pm spoke with supervisor *** manager *** again stated that the dates are change there wasn't going to be a problemThis company needs to pull these calls I spent hours on the phone one day on the next I spent a total of hours on the trying to correct the problem finally on May 21, the hotel stated they need a letter from Expedia to accommodate the date change the hotel at *** *** *** *** stated the would manger ***The waiting to I arrive to tell me there was nothing they can doI spent on a hotel on May 22, then I had to sleep in my car hotel price where to a night I spent hours driving to vegas $in gas this I am going to also contact atty general office regarding this company poor business practice. All they say is there is nothing we can do put you on hold for several minute or even hours before coming to speak with youNO they need to compensate me for the *** I went through on may thru may 25, there is attachment requesting the hotel to accommodate the dates which I was told it was going to be done and I arrived at the hotel on May at 6am was told could not ck because the dates was never changedAgain the person who stated on the response that she try to contact not true *** *** number was not on the complaintExpedia needs to find a corporate manager in charge of complaints who will take responsibility for the companies mistakes and customer service,supervisor and managers who can speak English ans don't care about customers I will never use this company again either will any of family or friends Sincerely,*** ***

Complaint: ***I am rejecting this response because Expedia didn't provide the acceptable reasonAt the beginning, they said they couldn't find the flight, it was because they processed the case late after the flight had departedLater, they said the flight info didn't matchNow, they don't have clear explanationTheir response conflicts with previous responseThey don't want to be responsible for their business.Sincerely,*** ***

September 6,
Revdex.com
E.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
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund request
Our records reflect on July 31, the customer accessed Expedia.com and self-booked flights. The flights were changed at the customer’s request and *** Airlines, who is the merchant of record and the party debiting the customer’s credit card, charged $per passenger for changing the tickets. The charges were not Expedia fees and no further charges were placed on her credit card. As Expedia is not the merchant of record and acts only as a third party booking intermediary, we must abide by the terms and conditions set by the vendors who utilize our website for their travel products. *** Airlines does not refund change fees once they have charged the customer
Regrettably we are unable to provide any refund of the airlines change fees.
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,
Roseanne G***
Tier Customer Service

September 14,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
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 April 30, 2015, Ms*** booked roundtrip flights from Syracuse, New York to Toronto, Canada, traveling June 9, 2015, through June 14,
We understand from Ms***’s complaint that she missed her flight because she did not arrive at the airport on timeAs a result she was subject to additional fees of $2,in order for her and her daughter to board the next flightShe feels that Expedia is at fault for not informing her about the need to arrive that the airport earlier
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 representativeWhen acting as their own travel agent, it is the customer’s responsibility prior to completing the purchase, to review and verify all travel details including but, not limited to the flight summary that advises passengers to “reconfirm your international flight reservation at least hours prior to departure by contacting the airline directly”This information is available on the face of the itinerary
We regret to hear that Ms***’s vacation experience was not to her satisfactionAs you may know, Expedia.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to control unforeseen events such as flight delays or equipment malfunctions that may occur at the time of travelWe understand that the passengers were considered no-shows and charged a penalty by the airline, but we are unable to offer any compensation for factors outside of our controlPlease note that each of our airline partners establish their own rules and policies for as it relates to their productsWe are bound by these rules and policies and must adhere to them
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

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am content to share the cost of the error as outlined by Expedia
Thank you for your assistance
Sincerely, *** ***

I am emailing to notify you that Expedia refunded our credit with them on August 3, Our complaint with Expedia has been resolved in a satisfactory manner Many thank for all the work you do at Revdex.comConsumers, like us, are happy to have you advocating

Complaint: ***I am rejecting this response because:I want to ensure accepting doesn't mean that this issue is closed. Sincerely,*** ***

September 28, 2015 Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-*** Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc.regarding an issue from our customer. Weappreciate the Revdex.com allowing us to address the comments and concerns which havebeen brought to our attention. Expedia,Incis disheartened the customer felt their concerns were not resolvedadequately by our company prior to seeking further actions from you. Expedia, Incis responding to the consumer complaint from *** (Revdex.com case number ***) regarding a request for refunds for acancelled flight. We understand Mr.*** is stating his pre-paid flights were cancelled by the airlines and hehad not received a refund. On September28, we contacted the customer to acknowledge receipt of their Revdex.com complaintand ask for the itinerary number for the flight in question. During our phone conversation we discussed that the airlinesare the merchant of record for flight itineraries and any refund would be madeby the airlines. Mr*** confirmedthat he had been refunded by the airline and no further assistance was neededfrom Expedia. As this case is resolved we respectfully request the BetterBusiness Bureau close the case. We thank you for allowing us the opportunity to address theissues that were brought to our attention. If you have any further questions or concerns regarding this matter,please feel free to contact us Sincerely, Roseanne G*** Tier Customer Service

September 14,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-***
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 April 5, 2015, Ms*** booked roundtrip flights from Los Angeles, California to Honolulu, Hawaii departing on December 17, 2015, and returning on December 25,
On August 12, 2015, Ms*** contacted our office requesting to change her to change her outbound flight to a later timeShe provided the flight number that she wanted to change to, but the flight was not available in the system that we use to change ticketsMs*** stated that she was able to view the flight on our website while speaking to our representativeShe could not understand why we could not view it on our endWe offered to search for a different flight but, Ms*** declined the offerFrom that point Ms*** escalated to a of management who attempted honor her request but, the flight would not appear in the inventory
Regrettably, Ms*** had to purchase the flight on a separate itineraryIn regards to the options available online, we work off of a live inventory that is frequently updating and causing different options to appear available when searching on Expedia.comEven when conducting the same online search, two people can see completely different choices as the system is pulling availability continuously through the day
We regret any inconvenience related to this issueAs an offer of goodwill, we would like to offer a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThis coupon is available within the customer’s account for immediate use and is valid for one year from the date of issue
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

September 4, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 reservationsAs 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

June 15,
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms*** *** ***We regret to hear she did not accept our response and/or resolution offered
On June 15, 2015, Expedia contacted *** *** on Ms*** behalf to request compensation for the charges incurred due to the airline initiated schedule changeWe were advised that the airline was contacted directly by the customer and in May, 2015, a check was issued for the alternative tickets the travelers purchasedRegrettably, a refund of the phone charges in the amount of $was not authorized by *** *** Customer Relations team
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

July 13, 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 attention Expedia is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding their reservation
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service

September 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 Mr*** *** (Revdex.com case number ***) regarding a package reservation
Our records indicate that on March 4, 2015, Mr*** self-booked a package reservation using Expedia’s website, itinerary ***The package included flights and hotel accommodations for three travelersThe flight portion of the booking was with *** *** from Los Angeles, CA to Maui, HI, departing on June 15, 2015, and returning on June 22, On May 12, 2015, the customer contacted Expedia to exchange the ticket for one of the travelers, as their name needed to be changed from *** *** to *** ***We understand that on the day of departure Mr*** had to purchase a new ticket as his original ticket, instead of the ticket under name *** ***, was reissued under name *** ***Mr*** is requesting a refund for the additional charges he incurred due to this issue
We have verified that a receipt of the new ticket Mr*** purchased was received by Expedia, showing the total amount of $On September 25, 2015, Expedia attempted to contact the customer via phone to verify the amount as in his Revdex.com complaint he listed the refund amount of $742.47; however, we were unable to reach him
A refund in the amount of $(based on the ticket receipt for the alternative flight) was issued by Expedia on September 25, 2015, back to the original form of paymentThe time it takes a refund to post to Mr***’s account depends on how quickly his credit card company processes refunds, generally within 3-business days
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,
Lidiya N***
Tier Customer Service

April 3,
Revdex.com
E.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 customer. We
appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia, Incis responding to the consumer complaint from Ms*** * *** (Revdex.com case number ***) regarding a refund request
Expedia understands that Ms*** is requesting our assistance in securing a refund for a hotel booking for an extended stay reservation at a Howard Johnson Hotel. Regrettably, the customer did not provide an Expedia Itinerary number in her complaint and we are unable to locate the referenced booking under her name or email address.
We will be happy to research and assist as appropriate if Ms*** will respond with the Expedia Itinerary number so we can locate her booking
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,
Roseanne G***
Tier Corporate Customer Service