Expedia Inc

June 27, 2016 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 is responding to the consumer complaint from [redacted] / [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

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

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:  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]

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: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.

February 15, 2018   Revdex.com Expedia – DuPont, 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.   We understand from Ms. [redacted]’s complaint that she attempted to purchase a vacation package online via Expedia.com and received several error messages and found out that her account was charged three separate times in the amount of $1,031.94 and is requesting a refund and for Expedia to provide her a discounted rate.   Our records indicate the on February 9, 2018, Ms. [redacted] or an authorized user of the account contacted Expedia’s customer service department for assistance with making a reservation. At that time, our representative advised Ms. [redacted] that her card has been authorized and will fall off as there were no reservations booked.   Each time a purchase is attempted on Expedia.com, a credit card authorization is made to verify that the account has funds available for the purchase.  When a payment is unsuccessful, the credit card company or banking institution creates a temporary hold on the funds. Most authorizations fall off within 72 hours, however, each bank or credit card company policy is different. If any authorizations remain on Ms. [redacted]’s credit card for these purchases, we are happy to assist you with contacting the credit card company or banking institution.   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

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

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 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]

October 21, 2015
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: O-[redacted]
Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response and/or resolution offered.
We have further researched Mr. [redacted]’s complaint and after giving the matter our full consideration we stand by our previous decision and are unable to honor the customer’s request for a full refund.
As previously advised, [redacted] was the Merchant of Record and the company that charged the customer’s credit card; any refunds would come directly from [redacted]. When Expedia advocated with [redacted] on the customer’s behalf, we were advised all possible refunds were processed and no further refunds were authorized. The representative at [redacted] also noted the customer can contact [redacted] directly regarding this matter if they feel there was any error. [redacted] Customer Relations department can be reached by calling [redacted]. Please reference incident # [redacted] when calling.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Britt M[redacted]
Tier 3 Customer Service

May 23, 2016 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservation.
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. Sincerely, Tier 3 Customer Service

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: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]

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]

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

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

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 Ms. [redacted] (Revdex.com case number [redacted]) regarding their flight 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,
 
Hayden J[redacted]
Tier 3 Customer Service

March 14, 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 the reported use of his credit card by an unauthorized person.  We understand Mr. [redacted] is requesting that Expedia refund the amount charged to his credit card.  
Our records indicate that Mr. [redacted] credit card was used to secure itinerary [redacted], for a reservation at the [redacted] to arrive on February 5, 2016 and checking out February 10, 2016. 
Expedia was notified by Mr. [redacted] that his card had been used without his permission and our Transaction Processing depart, which is tasked with investigating such reports, took over this case.  Their investigation did show this was a fraudulent transaction however the person who made the reservation, and used the card, stayed at the hotel and the hotel had been paid for the stay.  Expedia is not able to refund money under these circumstances, as it has already been forwarded to the vendor.
Our Transaction Processing group shows that on February 6, 2016 this information was provided to Mr. [redacted] and he was directed to file a complaint with his bank as it is his bank, which would be responsible for pursuing this matter and returning his funds.
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

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. Sincerely, [redacted]