Expedia Inc

I finally was able to contact Expedia.  They sent me an email telling me they could not respond by email and gave me two both an 800 and a (404 area code number ) to call which both, surprise, led back to the Philippines.  After another hour and multiple transfers, I was finally able to speak to an American who resolved my issue.  At this point, the matter is closed.  Thank you for your assistance.

Complaint: [redacted]I am rejecting this response because:Expedia customer service agents have repeatedly transferred me to an automated system that does not recognize my email ([redacted]@yahoo.com). I have been unable to get any useful information how to get reimbursed. The expedia online does not recognize my email, so I am unable to retrieve info about my reservation. I called [redacted] today, and the customer service rep told me that the folio number for my reservation is [redacted]. I will inform the US Army legal system next week if this issue is not resolved immediately.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: this is getting fishy.  I called your customer service number (877-261-3523) at 10:10am (Eastern I believe) from my wife's phone ([redacted]) and was on the call for 22:10 minutes according to my Verizon phone records. The conclusion of that conversation was that they would not honor the insurance because the airline came first, but they would refund the $50.  Expedia doesn't want to fulfill their product, so they erase the call from their system and pretend it never happened?  To go along with this, the $50 has yet to be refunded that their customer service rep promised.  It's all too fishy, perhaps because this type of behavior, if common enough, has class-action lawsuit written all over it.  If this is not resolved, that is my next step.  I suggest you double check your "records" and look for the call.  Then ask your rep what we talked about for 22 minutes.  If you need further help "finding" this event, look into what triggered the sending of over 100 emails to my [redacted]@hotmail.com account from Expedia, all within a few minutes of the completion of our phone conversation and each email identical.  I got angry and your rep, she got angry back, so she (apparently) lied to me about processing a $50 refund, then triggered a spam attack on my email, then, (perhaps?) erased the record of our phone call.   Please look into this.  You have some questions to answer here. Not happy,[redacted]

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. 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 [redacted] (Revdex.com case number [redacted]) regarding their reservations.
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
                                        ...⇄
Sincerely,
Tier 3 Customer Service

Complaint: [redacted]
 
Hello ,
I'm beyond sick and can't believe how expedia would like to wash its hands as if nothing happened . I'm a hardworking mom who saved her hard earned money my children and I just started feeling better after being food poisoned at the resort w/Lobster that was spoiled and how do I know this we weren't the only ones my daughter given dirty water , fumigation in our room without our consent , no ac for 3 days and ignored sewage back-ups , being ignored in resturants because we wear color coated bracelets . I lost two days one trying to get out of the [redacted] of a room I was given with no help from expedia as they promised to move me if anything went wrong sadly after booking I read the reviews expedia promised and reassured me that they stand by the customer and would move me . I stayed 7 days in a place like this BTW many more pictures and videos . Expedia cancelled my 13year old reservations which expedia admitted they made the mistake yet I ended paying 537.00 more for my child how would a 13 year stay alone in DR ? I contacted an expedia rep Francisco C[redacted] he claimed he called expedia all week no answer I called TPS blue the Dominican reps in expedia and emailed still nothing I've been back 10 days .
So expedia  blaims the hotel and the hotel blames expedia I have spent a total of 4 hours on hold they day after I got back and hours the day before I also have call records to submit . I was promised a refund from expedia for the hotel and travel credit for the future then nothing as usual .  I was also offered assistance in getting back my 100 cash that the hotel kept for a dep according the hotel they claim expedia messed up then an additional 537.00 for a 10 day stay btw false I have my passport stamped . I have pics , emails of being ignored , calls or promised resolutions and nothing till today not a call back . This isn't only this is expedia reassuring  me that if anything went wrong they would help me by moving me intstead  my vacation was ruined . I will provide more pictures , phone records expedia has ignored this and as for the receipts and the hotel I sent them and they confirmed recieveing  them . I'm asking please to do the right thing and honor the promised not to just get out of it and shift me around I have suffered my kids have suffered and why would you have a hotel like this on your site with all these horrible reviews and pictures .
 
 
 
 
 
I am rejecting this response because:Sincerely,[redacted]

April 13, 2016
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: [redacted]
Dear Revdex.com,
Ms. [redacted] sent a copy of the email that we requested. The email stated that her ticket was not confirmed at the time but, we were confirming with the airline. The email stated that we would update the online itinerary within 24-hours. We updated the itinerary and confirmed the flight shortly thereafter. The email did not mention that the payment had not go through as the customer may have assumed nor was the credit card declined.
While we understand Ms. [redacted]’s concerns, we do not see any error by Expedia and as a result, we are unable to honor her request of a 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,
Marlon J[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: Expedia's response for sterile and incorrect.  They did address the fact that I had to call and remain on hold 4 separate times to speak with anyone.  I was transferred many times, calls dropped and told to call back in 2 hours.  Expedia took NO responsibility for the loss of the reservation, would not address the issue by assisting with a new reservation and left me in a strange city with no reservation at 7:30 at night.  The $100 coupon they offered was of no resolution or assistance.  I could not use it at the time when making a new reservation at another property.  The new reservation was made by phone and at a much higher rate than I had booked in advance with Expedia.  I also incurred additional costs to get to the new property as well as to my appointment the next day because the new property was further away. This is not acceptable service and I expect to pursue this further.  Thank you for your assistance.  I would like to ensure that Expedia provides the service they offer or they should not be rated well with Revdex.com or any other customer watchdog service.[redacted]
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I wasn't given the information that states that at all. I was given specific information that stated I was being compensated for my stay with comfort inn that was a room without heat. Period.
Sincerely,
[redacted]

June 13, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] 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 time 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on May 12, 2017, the customer self-booked a hotel reservation through the Expedia.com website. Accommodations were at the Courtyard by Marriott [redacted] from May 28, 2017, to May 29, 2017. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of their itinerary: • Cancellation and Change Policy: Non-Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. In addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Expedia was able to capture the customer’s individual step by step booking process and the customer chose the dates May 28, 2017, to May 29, 2017. Prior to entering her credit card information, the dates the customer chose were indicated at the right. Expedia does not own or operate any hotels, and we do not set any cancellation and/or refund policies. As Expedia must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. When making a reservation on Expedia.com, the customer always has the option of speaking with one of our travel specialists who are here to assist 24 hours a day, seven days a week. As always, making a reservation with one of our travel specialists is no additional cost. 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. Sincerely, Lisa S[redacted] Corporate Customer Service

October 8, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] 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 time 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 [redacted] (Revdex.com ID number [redacted]) regarding Expedia’s Best Price Guarantee. Our records indicate on August 25, 2015, the customer self-booked a flight reservation using the Expedia.com website. Return travel was with [redacted]. We understand from the complaint, the customer is requesting a refund due to our Best Price Guarantee. Upon receipt of the Revdex.com submission, we have located the customer’s emails regarding the Best Price Guarantee and apologize for any miscommunications that may have occurred. As we are no longer able to verify the exact fare rules on the [redacted] website, Expedia will honor a one-time courtesy refund in the amount of $178.02 back to the customer’s original form of payment. ($89.01 X 2) In addition, the customer’s $50 Expedia Travel Coupon will be added to their account within 6 to 8 weeks after the qualifying travel itinerary has been completed. Expedia has attempted to process the refund back to the original form of payment however it was denied. At this time we have documented [redacted] account ( # [redacted]) and request the customer to contact Expedia with current charge card information so we may process the refund. 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. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I want to thank Expedia for taking time to respond to my request. I do not understand all the legal description that were provided in the response. However I reject Expedia's Assertion that they have no responsibility for the following reason.I booked the hotel thru Expedia, My uncle's family who was staying at the same Hotel same dates Booked through Hyatt directly. When he brought up the issue that happened at that hotel that weekends Hyatt fully refunded him for both 2 days. When I brought up the same issue to Hyatt they said they could not refund me because I booked through Expedia. Same dates same issue however because the process was booked through two different ways different results. I was told by Hyatt that they cannot issue the refund because my booking was thru Expedia which I believe is discrimination, considering they refunded my uncle stay fully. I believe it is expedia's responsibility to resolve this and contact hyatt and find out what the differences were and why 1 guessed was issued a full refund when another was offered only a partial refund. I understand that Expedia claims Hyatt charge me on my card but because hyatt keeps referencing expedia they are still responsible for resolving this issue.
Sincerely,
[redacted]

June 23, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau allowing us time 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
On May 2, 2015, the customer self-booked a one-way flight reservation with travel protection for two travelers using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Maui, Hawaii to San Francisco, CA, departing on May 26, 2015. On May 15, 2015, Mr. [redacted] contacted Expedia and exchanged the tickets to a different destination, subject to the airline imposed penalty fee of $200.00 per person, for a total of $400.00. We understand he is requesting to receive a refund of the $400.00 penalty fees based on the travel insurance he purchased.
While we were unable to verify whether Expedia’s representative guaranteed a refund of the airline’s penalty fees at the time of exchange, Expedia is willing to issue a refund as an offer of good faith.
A refund in the amount of $400.00 was issued on June 23, 2015, back to the original form of payment. The time it takes a refund to post to Mr. [redacted] account depends on how quickly his credit card company processes refunds.
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.
 
 
Sincerely,
 
Lidiya N[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Expedia was doing business in a cheating way. Expedia suggested a list of hotel for my planning stay; I chose one hotel from the list as Expedia clearly labeled the hotel as "Free Cancellation". As long as the hotel is "Free Cancellation", any room in the hotel SHOULD BE Free Cancellation. Otherwise, if any room in the hotel cannot be freely cancelled, Expedia SHOULD NOT labelled it as "FREE CANCELLATION". However, Expedia clearly is cheating customers to resolve hotels with "Free Cancellation", but adding "Non-Refundable" in difficult noticed way in the purchase process but after misleading customers to make wrong reservation by showing "Free Cancellation". This is a clear cheating business deed. If Expedia does not recognize such a cheating business deed, more and more customers will be trapped and damaged. So, I must stand out to fight against such an immoral cheating business deed by Expedia, for protecting myself and many many customers like me. Hopefully, Revdex.com also can support the victims, in the past, right now, and would be, by Expedia. We should fight and call:Expedia, Stop your shameless cheating business deed!
Sincerely,
[redacted]

September 22, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted]. We regret to hear he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation. At the time of booking, Mr. [redacted] was advised of the airlines terms and conditions: Important Flight Information • Tickets are non-refundable and non transferable. A fee of $125.00 per ticket is charged for itinerary changes. Name changes are not allowed. • All Spirit Airlines fares are nonrefundable The full details of Mr. [redacted]’s Expedia Flight Cancellation Plan were fully disclosed and available at the time of booking: 3 reasons you might need travel protection: 1. Your ticket is non-refundable and you're too sick to travel 2. You get injured and can't make your flight home 3. Your traveling companion has a covered medical emergency and can't travel View terms, conditions and plan sponsors Opens in a new window. Section I coverages under Part A are underwritten by Transamerica Casualty Insurance Company. Section II services are provided by On Call International. The benefits provided in this program are subject to certain restrictions and exclusions. Please read this brochure in its entirety for a description of coverage terms and conditions. Note: Words beginning with capital letters are defined in this text. Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review, including the final payment screen. In addition, at the time of booking on the Expedia website, the customer agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues which have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I did not change my mind about the dates- your website malfunctioned and changed my booking dates. I am concerned that a human being is not reading these messages as I have repeated over and over that I did not change or cancel my plans- your website changed my dates from the dates I selected  and I provided witness accounts form two other people. I did not change or cancel my dates- your website changed my dates because of a malfunction because of increased traffic due to weather issues all over the US. 
Sincerely,
[redacted]

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. 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, Inc. 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 [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,

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 [redacted] (Revdex.com case number [redacted]) regarding a flight.  We understand Ms. [redacted] is requesting a refund.
On May 13, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint; however the customer was not available.
Upon further research, we are unable to locate the itinerary number related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. [redacted] concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: nothing has been solved, I received one phone call and responded the next day (today).Sincerely,[redacted]

April 21, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.
Our records indicate on March 24, 2016 the customer accessed Expedia.com and booked a one night stay at the Beijing Fujian Hotel in Beijing, China for guest [redacted] to check in on March 25, 2016 and check out on March 27, 2016 on Itinerary #[redacted].  Although Expedia shows the hotel did provide Expedia with a confirmation number, confirming they received the reservation and would accommodate the guest, the customer is reporting that the hotel did not provide a room, stating they did not have the reservation.
Expedia contacted the hotel and they refused to agree to a refund, however we show this matter was resolved on April 12, 2016 when Expedia provided a courtesy refund due to the hotel not providing service.  A refund of $183.40 was processed back to the customer’s original form of payment on April 12, 2016.  The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds.
Expedia regrets the inconvenience this matter has caused our customer.
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[redacted]
Tier 3 Customer Service

January 27, 2017
 
Revdex.com
Expedia – DoPont, WA
Complaint Department
 
Re: Expedia Case #: [redacted]
 
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 [redacted] (Revdex.com case number [redacted]) regarding a refund.
 
Our records indicate that on July 11, 2016, Mr. [redacted] or an authorized user on his account purchased four- non-refundable, round-trip tickets online via Expedia.com, departing on December 25, 2016, from Rapid City, South Dakota, travelling to Allentown Bthlem, Pennsylvania, and returning on December 30, 2016, via United Airlines itinerary [redacted].
 
We understand from Mr. [redacted] complaint that his flight was cancelled due to bad weather and United Airlines issued a full refund. Mr. [redacted] is seeking a refund.
 
Upon receipt of Mr. [redacted] complaint, we investigated the issues which were brought to our attention. We can confirm that on December 25, 2016, United Airlines processed a refund back to the original form of payment.
 
After further researching this matter, we can confirm that on January 27, 2017, our representative contacted United Airlines to confirm that a refund has been processed. Our representative was advised that a full refund for each ticket was processed and a check was sent to Expedia. At this time, Expedia has not received said check to process a refund. Upon receipt of said funds, Expedia will process a full refund. We ask that Mr. [redacted] please allow at least two billing cycles.
 
Based on the above, Expedia is unable to honor Mr. [redacted] refund request. Again, 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,
 
LaToya J[redacted]
Corporate Customer Service