Expedia Inc

Our complaint has been resolved - we received a full refund. I didn't see a way to close out complaint on Revdex.com website so figured I would communicate this to you.Thank you for your support.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] While I completely understand the policies.  The only reason the reservation was being changed was due to safety in the Puerta Vallarta area.  The US Travel Advisory elevated the risk level to unsafe and non-essential travel to be avoided in this area.  This means the product I was offered was taking me to an area that is not recommended for US tourists.  While I completely understand the business must go on.  I had offered to relocate departure to the city of Tijuana and found a much cheaper flight to an alternate city in Mexico on the same dates of travel that DOES NOT have a travel advisory.  The difference in fare was a much lower amount.  It seems reasonable to me that our safety would have been a larger priority versus adding additional fees that were looking to be another $450-$600 dollars on top of the $1400+ dollars already spent.  Again I understand that Expedia and [redacted] have businesses to run, but here the flexibility with these organizations show they are willing to sell a product but not concerned with their customer when the product delivers them to an unsafe destination.All other friends that had intended to travel at this time that had booked with US based companies were able to have change fees waved and hold off on travel with the understanding that the customers were very important. I appreciate your time and that you have heard my concern.

Complaint: [redacted]I am rejecting this response because:
I am really surprised that Expedia refuted my charges about the customer representative calling me at 3 in the morning. So, I am attaching a record of call details that night. The highlighted number is the one from the expedia representative. 25$ seems to be a mockery in this particular circumstance. I really think Expedia should come out clean for such inconvenience caused to me and my family.
 
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 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]

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 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 Department
 
 
Re: [redacted] Case #: **
 
 
Dear Revdex.com,
 
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
Expedia can offer the customer with two options, the first option the customer can contact the airline directly to see if they would authorize the refund on a different form of payment. The second option, the customer can submit a credit card dispute with the airline for the refund.
 
[redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
Since the airline needs to process the refund, Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because:On 1/31 I booked one hotel which is Itinerary # [redacted]      On 2/1, I booked three hotels which are Itinerary # [redacted], Itinerary # [redacted], Itinerary # [redacted].Expedia has 3 Limits in one month and I had ONE for January and THREE for February.However, I only got ONE $50 BPG coupon of January when I reported this issue to Revdex.com.org and I received TWO more $50 BPG coupons of February. I am still waiting for ONE more  $50 BPG coupon which was promised after expedia approved my submission for BPG. In conclusion, I have to receive one $50 BPG coupon as expedia.com has guaranteed.
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:First of all, if Expedia was following through this matter with affected customers, it would be aware that since sometime in Sept, this is no longer true:" Air Berlin further advised there have been no flight disruptions due to this situation and flight operations are continuing as normal."As a matter of fact, only EU internal flights remain in effect, both legs of my flight (from MIA to FLR and the one from FLR to MIA) which are the intercontinental flights have been already cancelled for some time.   This leaves us only with "unusable segments", which we cannot comfortably keep for the trip we already paid for (Hotel(s) and car reservations).  So, Expedia is not only not following trough with developments but it's leaving customers with the entire burden of this matter.As a consequence, we are being now forced to purchase a new set of tickets in order to secure flights and ensure our additional related reservations will not require changes and/or major adjustments.In essence, our intermediary, Expedia, here is fully and clearly washing their hands of this matter and not stepping up to assist in any way, shape, or manner.  No, their predisposed action and response is disgraceful and also deserves a negative view from us as customers and that of others affected in any related matters to this situation, not only because their communications regarding progress of this situation was extremely poor, but also because their level of assistance with those of us affected has been none.  Once again, not getting the product/service and being charge way before for one that we know for sure we will not get is equivalent to fraud.  We feel we were defrauded and now need to secure additional services (must now book additional flights) in order to ensure the service we require is covered.Their response is unacceptable and thereby rejected. 
Sincerely,
[redacted]

July 28, 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 [redacted]. We regret to hear that they did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Please note that Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. As stated previously, the hotel advised Expedia that they would contact the customer directly with regards to the complaint and further discuss compensation. 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 have given the matter our full consideration, and while we regret [redacted]’s experience while at the hotel, no refunds or compensation will be offered from Expedia regarding this matter. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Their dates and timeline are not accurate but ultimately they made good on the reservation on the final day of my stay.  Of the three days I was there I was forced to spend almost 6 hours on the phone trying to take care of this and was told on several occasions that it was taken care of when it was not.  They did offer me a credit towards future travel which is a nice gesture but not even close to the value of the time I lost.  Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   However, the company does need to have more timely and direct methods available for communicating with people needing help.  Their phone lines, except for sales, appear to stay busy (unavailable) and require substantial waits  for company call backs, even if possible to arrange.Sincerely, [redacted]

December 18, 2017 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 [redacted]. Expedia, Inc. is once again responding to the consumer complaint from [redacted]) regarding a refund request. We have once again reviewed all details pertaining to [redacted]’s case. We must advise that we are unable to provide a refund for a mistake that was not caused by Expedia. We would like to address [redacted] concerns regarding his claim of Expedia cancelling his tickets. We would also like to make it clear that Expedia did not cancel or make any changes on the tickets. This was strictly an issue regarding [redacted] having added a maiden name rather than a married name. The rest of the passengers could be divided off by the airline or Expedia and traveled as scheduled if this was requested. However, this was not what was requested since understandably the passengers wanted to travel together. [redacted] also claims that per the airline they would have still been able to travel since the passenger affected had her marriage certificate with her. This is incorrect because then the name would not have been a problem and they could travel as scheduled. We will gladly accepted [redacted]’s comment as feedback and will also document his Expedia account regarding this situation and his demands for a refund. Expedia has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfaction. We have once again determined no refund will be provided to [redacted]. At this time we have no other option than to ask the Revdex.com to close this case. 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, Daniel A[redacted] 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]

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]

Dear Revdex.com, We refer to your email to us in relation to a complaint of [redacted] concerning the reservation booking on Expedia.co.in (Itinerary No. [redacted]).We have heard the call recordings thoroughly to get more insights of the complaint. We have aggregated our findings in the below points:The customer called on the arrival date for date amendment to 15th Feb’17 with the same flight. Our support team informed the customer that, due to an error, they are unable to check the no show policies, which is required as the travel was for the same day.Customer requested for cancellation mentioning that airlines never charge penalty if cancelled within 24hrs.The support agent advised that we can’t commit on any refund because the travel is for the same day. However, apart from airlines charges 399 INR convenience fees and 500 INR Expedia charges will be applicable. It has been observed that the agent reconfirmed that there is no assurance of the airline fee or refund; however, the customer agreed for cancellation and asked the agent to cancel the flights.Customer asked Expedia agent to check Expedia 24hrs policy and agent did the same but did not get anywhere written. Agent replicated the Itinerary on website and informed that this information is not mentioned anywhere on our site.Customer asked the agent to confirm the cancellation. Agent cancelled the flights with customer’s permission and advised that the refund would go to same account in 3 to 4 business days.From the above points, we are inclined to confirm you that at all times, the agent clarified that there might be an airlines no show fee; however they are not sure of it; however, the customer agreed for cancellation.Please note that the customer has received lesser refund by [redacted], which is airline cancellation charge.Thus we are unable to accept the claim for refund of this amount.Please share our investigation details with Mr. [redacted]. ThanksDapinder K[redacted]Priority Customer Escalations Agent, APAC-EMEA | Expedia, Inc. |

October 16, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund of her parents insurance.Upon further research, we are unable to locate an Expedia.com account related to Ms. [redacted]’s 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 her concerns.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,Hayden J[redacted]Corporate Customer Service

July 7, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Expedia can only make changes to a passenger’s name with approval from the airline. There is usually a fee associated with this type of request. The matter stemmed from an error made by the customer, not Expedia. As such, we advocated on her behalf with the airline and ultimately, she received a refund for the booking in question. As we have addressed the complaint and no new information has been presented, we consider this matter closed.
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