Expedia Inc

November 19, 2015Revdex.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 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 from [redacted] (Revdex.com ID number [redacted]) regarding a recently flight reservation. We understand the customer is requesting a refund of the tickets. On November 19, 2015 we contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Our records reflect that on October 20, 2015, an agent assisted the customer with booking a flight reservation with Expedia. The flights operated by American Airlines were scheduled to depart on December 19, 2015 and return on January 3, 2015. The  customer also purchased “Flight Cancelation” Insurance. Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As American Airlines was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulations. Based on these fare rules, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the Flight Cancelation Insurance provided for coverage the customer needed to change his travel plans; the trip cancellation insurance would allow the customer to reschedule without penalty for covered reasons.We have confirmed that during the booking of the reservation, the agent did advise Mr. [redacted] that as an active military personnel, his ticket would be fully refunded if canceled. The agent then explained that due to Mr. [redacted] traveling companion not being involved in the military, her ticket was non-refundable. We apologize for the error that was made.As a one-time courtesy, Expedia will issue a refund for Mr. [redacted] tickets. On November 19, 2015, a refund in the amount of $569.20 was processed to the customer’s original form of payment. The time it takes to post the refund to Mr. [redacted] account depends on how quickly his credit card company processes refunds.In regards to Mr. [redacted] traveling companion’s ticket. [redacted] is our administrator for assistance and can be reached by calling [redacted].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

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
As previously advised, on November 8, 2016, the customer only had two travelers on the flight reservation not four.
 
The customer’s original cost for the package reservation for itinerary number: [redacted] in the amount of $1,125.00. The total cost of the flight for two travelers was $716.40 and the total cost for the hotel was in the amount of $408.60.
 
Expedia refunded the customer for the flight on November 2, 2016, in the amount of 387.22 and on November 4, 2016, in the amount of $329.18.
 
Expedia refunded the customer for the hotel on October 6, 2016, in the amount of $408.60.
 
The customer’s original cost for the car rental reservation and for the car rental insurance for itinerary number: [redacted] in the amount of $165.81. The total cost for the car rental in the amount of $115.81 and for the car rental insurance in the amount of $50.00.
 
On October 5, 2016, Expedia refunded the customer for the car and car insurance.
 
The normal timeframe for the refund from Expedia is up to 5 to 7 business days, no weekends/holidays.
 
Expedia request that the customer review their billing statements for the refunds in October 2016.
 
If the customer has still not received the refunds, Expedia will need a letter head from the customer’s credit card/bank advising the refunds were not issued to the customer’s account.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[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]

Complaint: [redacted]I am rejecting this response because: I was not offered any resolution other than a hostile retort.  This will be an unresolved complaint against Expedia.  At least other people may benefit from my negative experience.  Sincerely,[redacted]

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
The Expedia agent clearly is clearly lying.  We were billed on Aug 23 (see ref. 5 in the attached files) for $1053 for them "correcting" the change we asked for on Aug 8th and for which we had already been billed on Aug 8th for $636.00 (see ref. 6).  Then, when we found that when doing amending the error Expedia had lowered our class from Premium to Economy, we had to pay [redacted] $648 on Sep 8th.   Expedia has overcharged us for one change to a Premium economy return, failed to act responsibly and is outrageously lying about the facts.  I am expecting the full refund of the $1,640 from Expedia.  If they made a partial refund, they need to refund the balance.  They should call or email with an apology for ruining a vacation, causing extreme stress to me and my family, hanging up the phone at their corporate office ( a man called Billy hung up on me) and being dishonest in presenting the facts. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The issue has not been resolved or addressed by Expedia after 4 (four) separate replies. So far, Expedia has provided 2 (two) responses requesting more time, 1 response addressing a non existent airline reservation (which was never mentioned in my complaint), and 1 response stating reservations had not been cancelled by the customer (me), even though the reservations were in fact cancelled before filing a complaint with the Revdex.com (screenshots of Expedia's site clearly showing the reservations were cancelled were provided during previous communications). To date, Expedia has not deleted my account, nor has it addressed their failure to honor their Best Price Guarantee in regards to the hotel reservations referenced in my original complaint.Sincerely,[redacted]

November 30, 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 Mr. [redacted] and Mrs. [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. and Mrs. [redacted] are requesting a refund. On November 28, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 7, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s check-in date September 23, 2016, check-out date September 25, 2016. Itinerary Number: [redacted].
 
On May 8, 2016, the customer self-booked a pay later hotel reservation at The Garden Inn for two room’s check-in date November 18, 2016, check-out date November 20, 2016. Itinerary Number: [redacted]. The customer is stating they canceled both itineraries; however the customer was only refunded for one reservation.
 
Upon further researching this matter, we can confirm on November 28, 2016, the customer contacted Expedia advising they canceled both itineraries. Expedia contacted the hotel; they would not authorize the refund.
 
Expedia is able to review the customer’s cancellation session that was done on August 14, 2016. The customer only selected to cancel the itinerary number: [redacted] and continued with the cancellation.
 
On November 30, 2016, Expedia contacted the hotel on the customer’s behalf; they will not authorize the refund.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. Each vendor has its own specific set of policies and procedures as does each booking purchased.
 
We hope the customer understands Expedia must adhere to the hotel’s policy. The Garden Inn was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Expedia.
 
Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[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]

October 22, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted].  We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Mr. [redacted] complaint (Revdex.com case number [redacted]) regarding a flight refund request, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr. [redacted] request of a refund.
 
Our records show that on September 14, 2017 the customer spoke to an Expedia agent who noted that the customer was provided with a recap of the fare rules, which were available in his initial booking information, stating :
·         Refunds and any ticket changes, including same-day changes, are not permitted
·         Tickets are non-refundable 24 hours after booking and non-transferable. Name changes are not allowed.
 
As previously stated, Expedia does not set the fare rules or terms of any travel product purchased through the independent merchants who use our website, and we must enforce the terms they set for their products. , We apologize to the customer for the inconvenience this situation has caused. 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,
Roseanne G[redacted]
 
Tier 3 – Customer Service
Expedia, Inc.

Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Tier 3 Customer Service

July 1, 2015
 
Revdex.com
E.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. 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 June 16, 2015, Mrs. [redacted] booked a one-night stay at the [redacted] from June 16, through June 17, 2015.We understand from Mrs. [redacted] complaint that she is requesting a refund for the hotel and a for a cab ride that her husband had taken.
Mrs. [redacted] says when she booked the reservation for her husband; the booking representative advised her that the property had shuttle service to and from the airport. She says that Mr. [redacted] was not happy with the [redacted] and checked out early as a result.
We regret to hear that Mr. [redacted] vacation experience was not to his satisfaction. We have further researched Mrs. [redacted] complaint and after giving the matter our full consideration we have issued a refund of $69.48 to the original form of payment. Refunds like this generally take 3-7 business days to post; depending on how quickly the credit card company processes refunds. We also issued an Expedia Travel Coupon valued at $50.00 for the inconvenience.
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

October 6, 2015
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 a reservation booked on Expedia.com.
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
 %

Complaint Department
 
 
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
 
Thank you for your response. We have reviewed the documentation/new information provided to further address [redacted] concerns.
 
 
As previously advised, on August 4, 2016. Expedia was able to review the customer’s booking session that was made on July 3, 2016.  The customer selected the Beach House Luxury Club Level Room and completed the reservation with that room type.  The customer did not select the Royal Estate Two Story One bedroom Beach Butler Villa Suite with Pool at any point during the booking session.
 
Expedia can provide the customer with two options: The first option is to change the room type; however, the customer will be responsible for any increase in price.  The second option, the customer can cancel and receive the refund for the hotel booking.  The customer can rebook the correct room type at the current rate online.  Expedia works from a live inventory, prices and or availability will fluctuate. The customer has to cancel the hotel booking before December 22, 2016, if not the reservation will be nonrefundable.
 
Expedia considers this matter as closed and will no longer address this matter any further.
 
We thank you for allowing us to address this matter further.
 
 
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,
 
Tier 3 Customer Service

June 14, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to...

address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a refund. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on June 13, 2017. Expedia processed a refund in the amount of $480.30 back to the customer’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds. We apologize for any inconvenience that may have occurred. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

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]

November 4, 2015
Revdex.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 a reservation booked on Expedia.com.
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,
[redacted]

August 23, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear 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 from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

May 7, 2015 Revdex.comAlaska, Oregon & Western WashingtonComplaint 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.  We appreciate the Revdex.com taking the...

time to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt her 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 flight reservation.  We understand Ms. [redacted] is requesting Expedia to change her flights at no additional cost and provide a refund of any difference in cost for her inconvenience. On May 5, 2015, we attempted to contact Ms. [redacted] to acknowledge receipt of her Revdex.com complaint but were unable to reach her. Our records indicate on April 16, 2015, Sophia Pedersen, or an authorized user on the account, on the Expedia.com website, self-booked a vacation package for travel on August 27, 2015 for two adults and one child.  The flights are with [redacted] hotel reservations are with the [redacted] San Diego.  The cost of the package is $1,449.32. Expedia acts an intermediary for reservations for airlines, car rental companies and hotels; as such, we must abide by the terms and conditions mandated by the vendor. We have verified the time change was due to an airline schedule change. From time to time, for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly.   As the travel agent, Expedia has no control over when or how often these changes occur. Once the airline advised us of the time changes affecting the flight, an email was sent to Ms. [redacted] attention. In researching further, we can confirm on April 22, 2015, Ms. [redacted] contacted our customer service department to discuss the changes that were required for her booking.  We advised Ms. [redacted] of the new departure time that we were provided by the airline.  According to the documentation in the case notes, Ms. [redacted] verbalized her dissatisfaction with the changes and then disconnected the call.  Our customer service department attempted to call Ms. [redacted] to continue servicing her request but was unable to reach her.  With the exception of the Revdex.com complaint, we have not received any further notifications from Ms. [redacted] requesting assistance.Should the customer need further assistance, we ask that she contact our customer service department at[redacted]  Our agents are available 24 hours a day, 7 days a week.  While we regret any inconvenience this matter has caused, the changes were a result of an airline schedule change, not Expedia.  As a result, we are unable to provide a refund or compensation regarding this matter.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,[redacted]Tier 3 Customer Service