Expedia Inc

August 22, 2017
 
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 Ms.[redacted] (Revdex.com case number [redacted]) regarding a flight refund request.
 
Our records reflect on May 31, 2017 the customer accessed Expedia..com and self-booked itinerary #[redacted] for three round trip flights to Venice, Italy departing September 1, 2017 and returning September 11, 2017.  The customer asked to cancel two of the three tickets due to a family medical emergency. 
 
Expedia acts only as a third party booking intermediary for the airlines and as such must uphold the terms and conditions of the vendors who provide travel services through our company.  The terms and fare rules of the flights Ms. [redacted] selected and purchased provide the following in regards to cancellation:
 PENALTIES   CANCELLATIONS       ANY TIME       TICKET IS NON-REFUNDABLE.         NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.          REFUND RULES APPLY PER PRICING UNIT.          IN CASE OF FARE COMBINATION THE MOST RESTRICTIVE          CANCELLATION CONDITION APPLIES FOR THE ENTIRE          PRICING UNIT.          --------          CHILD DISCOUNT DOES NOT APPLY.          INFANT WITHOUT SEAT FREE OF CHARGE.          --------          IN CASE OF CANCELLATION AFTER DEPARTURE - REFUND          THE FARE PAID LESS THE APPLICABLE OW FARE FOR THE          SECTOR TRAVELLED - AND - CHARGE THE CANCELLATION          FEE IF ANY.          --------          IN CASE OF A PARTIALLY USED TICKET TAXES FOR          USED SECTORS MUST BE RECALCULATED. REFUND OF          UNUSED GOVERNMENT/REGULATORY/AIRPORT AUTHORITY          IMPOSED TAXES FEES AND CHARGES IS PERMITTED.          --------          FOR NON-REFUNDABLE TICKETS THE YQ/YR          SURCHARGE AND ANY NON-INTERLINEABLE          NON-REFUNDABLE TAXES INCLUDING BUT NOT LIMITED          TO US/ZP TAX WILL NOT BE REFUNDED.          --------          WAIVED FOR DEATH OF PASSENGER OR TRAVEL COMPANION.          WAIVERS MUST BE EVIDENCED BY DEATH          CERTIFICATE.          --------          FULL REFUND PERMITTED BEFORE DEPARTURE IN CASE OF          REJECTION OF VISA. EMBASSY STATEMENT REQUIRED.          --------          THE OPTIONAL PAYMENT CHARGE WILL NOT BE REFUNDED.
 
Air Berlin is the merchant of record for this itinerary and as such they are the party that charged the customer’s credit card and they would make any refund that they deem the customer to be entitled to. 
 
Expedia contacted Air Berlin on behalf of the customer and they advised that an email with the medical statement could be sent to [redacted]@airberlin.com for consideration.  The email was sent and the airline would refund directly to the customer if they determine they will agree to the request. The customer is welcome to send an individual email to the airline as well for consideration. 
 
As Expedia has no ability to make any refund to the customer, we have done what we can to assist her.  Any further action or refund will be at the discretion of Air Berlin.
 
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 Corporate Customer Service

September 30, 2015 Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-[redacted] 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,Inc. is disheartened the customer felt their concerns were not resolvedadequately 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. We understandMs. [redacted] is requesting a full refund of a recent vacation package. On September30, 2015 we attempted to contact the customer to acknowledge receipt of theirRevdex.com complaint. Our records indicate on June 25, 2015 Ms. [redacted] accessedExpedia.com and booked package Itinerary [redacted] for [redacted] All Inclusive at The Point, Lucea, Hanover, Jamaica checkingin July 9, 2015 and checking out July 12, 2015. The customer is requesting a full refund due to crickets and a waterleak in the bathroom.   We are sorry to learn about the customer’s experience with [redacted].  Asyou may know, Expedia.com acts only as a third-party intermediary for hotelproviders. If one of our customers has an unsatisfactory experience duringtheir trip, we want to take the appropriate action. We encourage them tocontact us from the hotel if the accommodations are not satisfactory, uponarrival. This enables us to attempt to find a resolution at that time. AsExpedia was not contacted during travel, we were unable to assist with alternateaccommodations when the customer encountered issues.  On September 30, 2015 we spoke to [redacted] with the [redacted] to advocate for the customer and her response is that Jamaica is atropical setting and the hotel is located in an ecological area.  Crickets are just a normal part of their environmentand not something they can control, nor an issue they would consider refundingfor.  The water issue she said would onlybe a refundable issue if the customer spoke to them while in stay, and theywould have worked out a compromise with them at that time.  They are not willing to offer any concessionsat this point.  Airline tickets were fully utilized as booked, so theairlines would not be willing to make any refund of the flight portion of theitinerary.   Although we regret to hear that the hotel did not meet expectations,we are unable to offer any refunds or compensation for this reservation. 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[redacted]Tier 3 Customer Service

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:I have reviewed the response made by the business in reference to complaint ID [redacted]. I am okay if the company needs more time in order to research my case more thoroughly. I hope that during their research they listen to the numerous recorded phone calls made on that day. I was unable to mention this in my original complaint due to character limit, but during my last phone call with Shawn, B[redacted], he called me a racist numerous times when I suggested that there was a miscommunication due to language barriers (the customer service center is obviously outsourced.) Having my reservation request bungled, then being charged an additional $200 for their error, being scolded by the supervisor, then being called a racist when I didn't say anything remotely derogatory is incredibly insulting. I think that not being penalized for Expedia's error is a very reasonable request considering how unprofessionally I was treated, and in addition, I think that I am entitled to an apology. I look forward to a swift resolution that will ameliorate the situation.  Sincerely, [redacted]

October 27, 2016 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. Our records indicate on January 20, 2016, the customer self-booked a flight reservation through the Expedia.com website. Travel was with Brussels Airlines departing September 29, 2016. We understand from the complaint the customer incurred additional charges due to baggage. Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors. Each airline has its own specific set of policies and procedures as does each ticket purchased. Brussels Airlines was the operating carrier and merchant of record (the entity that received Mr. [redacted]’s funds and the company charging his credit card), not Expedia. Baggage fees vary by airline, the number of pieces of baggage, and the dimensions and weight of baggage. 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. Per the Expedia website during the booking process, the customer is advised “ Baggage fees vary by airline, the number of pieces of baggage, and the dimensions and weight of baggage. To ensure you get the most up-to-date information, we strongly encourage our customer’s to review the full range of fees charged by the airline at the airline’s Web site.” During the booking process of a flight reservation, the itinerary states: • Prices do not include baggage fees or other fees charged directly by the airline Prior to entering the charge card information, the customer must agree to: • Purchase this flight. I have read and accepted the rules and restrictions We have given the matter our full consideration, while we regret the inconvenience, no refunds or compensation will be offered from Expedia.com regarding this matter due to the terms and conditions which were agreed to at the time of the customer’s self-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, Lisa S[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

April 18, 2016
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 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 XXXXXXXX) regarding a package reservation.  We understand Ms. [redacted] is requesting a refund.  On March 11, 2015 we received receipt of the Revdex.com complaint.
Our records reflect on January 11, 2016, an Expedia agent assisted the customer with booking a package reservation for [redacted] and [redacted] on Expedia.com.  Travel was on JetBlue, departing on March 4, 2016, from New York to Cancun, Mexico; returning on March 9, 2016, from Cancun, Mexico to from New York.  The hotel stay was at the GR Caribe by Solaris Deluxe All Inclusive Resort, check-in date March 4, 2016, check-out date March 9, 2016.  The customer is stating, the agent left out round trip shuttle transportation on the itinerary.  The customer is stating, they were advised by Expedia they would be refunded for the shuttle once the customer rebooked it; however, the customer has not received a refund.
Upon further researching this matter, we can confirm on March 3, 2016, the customer contacted Expedia regarding this matter.  The customer referenced speaking with an agent on January 11, 2016.  The customer stated the agent who assisted her with the package reservation left out the roundtrip shuttle transportation.  The customer advised, they originally contacted Expedia to inquire about the Best Price Guarantee.  The customer requested a refund for the Best Price Guarantee and to add the shuttle transportation on the itinerary.  Our agent advised the customer, they could not process the refund for the Best Price Guarantee.  The agent did offer the customer a $100.00 coupon as compensation for the Best Price Guarantee, which the customer accepted.
Our agent advised the customer, they could not add the shuttle on the original itinerary.  The agent advised the customer to book the shuttle separately and then Expedia would refund the customer back for the reservation, which the customer did agree to.
On that same day, Expedia can confirm the customer self-booked a shuttle transfer located at the Cancun Airport for pick-up date March 4, 2016.  Itinerary number: [redacted].  Our agent then processed a refund in the amount of $25.00.
On March 10, 2016, the customer contacted Expedia, advising the shuttle reservation was canceled, and her credit card company advised her that Expedia did not request the payment.  The customer advised they had to book directly with the shuttle company.  Our agent did confirm the shuttle reservation was booked, and not canceled.  The agent confirmed the customer was refunded on March 3, 2016 for $25.00.  Our agent transferred the customer to our corporate office.  The customer was advised to submit a receipt for the shuttle booking.  The customer understood.
In reviewing Ms. [redacted] account, the customer was refunded on March 3, 2016 in the amount of $25.00 and a $100.00 coupon was added to the customer’s account.  Expedia can confirm, the customer did not submit an online Best Price Guarantee claim form.  Our agents do not submit Best Price Guarantee claim form over the phone.
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
http://www.expedia/p/info-other/guarantee.htm?mcicid=pubwiz.bpg#
Expedia can verify, there are no receipts from the customer have been received.  Expedia requests the customer to submit a copy of her receipt for the shuttle service via the Revdex.com link.  We will review for a possible refund for the shuttle service only.
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[redacted]
Tier 3 Customer Service

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,

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

July 29, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on March 12, 2015, Ms. [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Washington, DC to Prague, Czech Republic, departing on April 10, 2015, and returning on April 20, 2015. We understand Ms. [redacted] cancelled her reservation and was advised by the airline that she can utilize the airline ticket credit for future use. Ms. [redacted] states she was not satisfied with the customer service provided by Expedia when contacting us for assistance with booking a new reservation with her airline credit.
We have verified that on July 14, 2015, Ms. [redacted] contacted Expedia to utilize her airline credit. The assisting representatives checked the status of her ticket and advised her that the ticket was refunded. Expedia is unable to provide airline credit for tickets that have been previously refunded.
On July 29, 2015, Expedia contacted [redacted] on the customer’s behalf to verify the status of the ticket. We were advised that the ticket was refunded on June 5, 2015, directly by the airline. The airline’s representative did not provide Expedia with any additional information regarding the refund. As the ticket was refunded, Expedia is unable to provide Ms. [redacted] with airline credit for future use.
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and [redacted] and is subject to the rules and restrictions of those providers. [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand we must adhere to the policies dictated by the airlines.
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 because: I contacted Expedia to rebook my flight on at least four occasions and they could not contact Air Dolomiti. I did not mind if they booked the floght with them, it was their communication issues with the third party that made it impossible to rebook my flight. I did not condition the new flight to another airline. My orguginal itinerary request was with United/lufthanza but ince the ticket was purchased I had no preference. after a month th trying to use their credit I purchased new tickets (from Expedia) for our trip this summer. I am unwilling to accept that I have to fly when Expedia would like, after trying to reach feasable flightss with their "Gold" Service.I do not accept the airline credit restricted to fly by march 2018. Expedia was unable to put me on alternative fligjts to ise the credit for a month. I was not able to contact the airline directly  because the reservation was booked trhough expedia!They can not say it was the third party's responsability when it was only through Expedia that the flight could be rebooked! They were never able to do so in an appropiate way! They should give me a full refund for the amount as they could not provide thte service they were offering to me with my "credit"
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  therefund was for my being overcharged for the plane ticket change fee. I want to be reimbursed for the entire cost because I had to spend hours on the phone thank youSincerely,[redacted]

May 24, 2016
 
Revdex.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.
Our records reflect that on April 29, 2016, Mr. [redacted] booked roundtrip flights from New York, New York to Seattle, Washington. The travel date for both outbound and inbound was May 13, 2016. 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.
On May 5, 2016, Mr. [redacted] contacted our office to address this error. He explained that his flight was to depart the following day, but his reservation was for May 13th only. After reviewing the terms of the ticket, we informed Mr. [redacted] that the tickets were non-refundable and non-changeable per airline policy. Mr. [redacted] insisted that Expedia resolve the issue but, Expedia made no errors on the itinerary that would allow us to issue 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]
 
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]

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

June 27, 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 request for an Expedia Travel Coupon offered as part of our Best Price Guarantee Promotion.
 
Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request must be submitted online within 24 hours of your original booking. The lower priced itinerary needs to meet specific requirements to qualify. The following link to the Expedia Best Price Guarantee Terms and Conditions were provided on the website:
 
http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
 
Our records reflect on May 11, 2016 Mr. [redacted] booked Itinerary # [redacted], he found a lower price on our website later and cancelled the itinerary and booked at a lower rate.  We regret the customer was unable to file the Best Price Guarantee form online for the first reservation, and found it necessary to cancel the reservation and re-book.  Although the information he received from our agents was technically correct, a customer would need to actually file a Best Price Guarantee on a current itinerary to be eligible for price match, which then generates the $50.00 Travel Coupon.  However, since there were site issues and he was unable to submit his claim against the first itinerry, on June 27, 2016 we have provided Mr. [redacted]’s online Expedia account with a $50.00 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 Package. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
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

October 13, 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Our records indicate on August 18, 2015, the customer self-booked a package reservation using the Expedia.com website. Accommodations were at The [redacted] (4 star property) from November 6, 2015, to November 13, 2015. We understand from the complaint, the customer is requesting to be relocated to her original hotel reservation. Upon receipt of the Revdex.com submission, we have verified the customer received an email stating to contact Expedia regarding her hotel reservation. Due to the hotel not being able to allow the customer to utilize her reservation not previously known by Expedia, the customer was directed to contact our relocation department. This department is specifically designed to handle urgent issues when a hotel has cancelled a customer’s stay with imminent travel dates. According to documentation, at the time of call, the customer agreed to be relocated to the [redacted] (4 star property) with a room type: Superior Double Room, City View. In addition, the customer did not incur any additional costs for the relocation. The customer may contact the Relocation Department directly for further assistance. 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

September 02, 2016 Revdex.com Expedia.com – Dallas and Northeast Texas Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues. Upon researching Mr. [redacted]’s complaint, we were unable to find the itinerary number the customer provided. Further research shows, contact information provided is linked to multiple accounts but no itinerary searches or customer service contact details were found. Please provide more information such as full itinerary number, other email address used to book the reservation. 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 at 1-800-Expedia (1-800-397-3342). Sincerely, Daniel A[redacted] Tier 3 Customer Service

June 9, 2016
 
Revdex.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.
Our records reflect that on March 20, 2016, Mr. [redacted] booked an Expedia Vacation Package which included roundtrip flights from New York, New York, to Punta Cana and a four-night stay at Meliá Caribe Tropical from October 19, 2016, through October 23, 2016.
We understand from Mr. [redacted]’s complaint that his flights were affected by an airline schedule change. Mr. [redacted] stated that he contacted Expedia but, received no assistance. Mr. [redacted] is not interested in a refund. He wants the original flights restored.
We apologize for the inconvenience this may have caused. Please be advised that Expedia does not have a direct control over the flight schedules of the airlines especially regarding involuntary schedule changes. Purchasing flights from Expedia.com does not subject you to additional changes or less accommodating resolutions from the airline. Although the airline has not communicated with Expedia on the reason for this change, often they are the result of the airline changing their schedule due to weather, routing or maintenance needs. If departure time is affected by at least four hours and the alternative options that were presented to Mr. [redacted] are unsatisfactory, Expedia’s only option is to offer a refund.
The services provided by Expedia are that of a third party intermediary the airline; in this case Dynamic Airways is the merchant of record (i.e. the company who charged the customer’s credit card) and as such accepted the funds for the purchase. Mr. [redacted] will also see the airlines name in the transaction information of his credit card statement. As Dynamic Airways is the merchant of record, they are also the party to set policy regarding their tickets. As travel is scheduled for October, it is possible for another schedule change to occur.
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 D[redacted]
Tier 3 Customer Service

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