Expedia Inc

August 16, 2017
 
Revdex.com
Expedia.com – Dallas and Northeast Texas
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted]). We regret to hear the customer did not accept our response and/or resolution offered.
 
Expedia’s goal is to provide an exceptional customer service experience. We do regret any inconvenience Mr. [redacted] has encountered in the past when trying to resolve this matter.
 
After further researching Mr. [redacted] complaint we can confirm on July 11, 2017 a $2,123.99 refund for the hotel portion of the package reservation was processed as well as the $42.00 paid for the shuttle.
 
We would also like to confirm that on August 16, 2017, Expedia has processed a refund of $2,131.93 and a refund of $326.00 back to the original form of payment and since the insurance purchased was utilized for the cancelation that amount paid becomes non-refundable.
 
Again, 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,
 
Angel A[redacted]
Corporate 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

Complaint: [redacted]I am rejecting this response because:
Once again expedia is not addressing the issues at hand with expedia and the promises made by the reps to refund the hotel and the abilty to move me when I was in Dr I was completely ignored by expedia reps wearing expedia shirts I was reassured by expedia prior to my stay that they will stand by the booking and help . So what does expedia do just let me book and that it I could do that myself I overpaid and here is the proof including my passport . Cancelling one flight has nothing to do with the mistake made on the hotel booking and the extra money I paid and ruined vacation when I was promised to be moved . I have bank records , emails , pictures and receipts . I'm very upset this is my hardworked money , time and not mention how sick I am dealing with this and the lack of empathy and help . Please see receipts attached I've spoken to many reps and I know they try but this has to come from higher up . PLEASE PLEASE HELP how can this go on this long . Sincerely,[redacted]

November 9, 2015
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 hotel reservations.  We understand the customer requesting a full refund for their reservations.
Our records indicate on October 23, 2015, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Hotel accommodations were at [redacted], checking in October 24, 2015, for one night.
Upon further research, we were able to confirm the customer contacted Expedia on October to cancel their non-refundable hotel reservations. At that time, the Expedia representative advocated on the behalf of the customer with the hotel, who agreed to waive all cancellation penalties.
On October 24, 2015, a full refund in the amount of 694.96 was processed back to the customer’s original form of payment. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds, generally 3-7 days.
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs.
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,
Nicole P[redacted]
[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]

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]

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

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

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

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: [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]

October 19, 2016 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. Expedia, Inc. is once again responding to the consumer complaint from Ms. [redacted] ([redacted]) regarding a hotel reservation. In the rare occasion that there is a system issue, Expedia will ask the customer to contact us at a later time so we may fully review the case. When we were able to assist the customer, Ms. [redacted] had to be transferred to a different department regarding her specific issue. Expedia agents must then place the customer on hold while the agent reaches a different department. While it is always possible that a call is dropped, neither the customer nor agent is responsible for dropped calls. We have confirmed that Expedia sent this reservation to hotel, it is not clear if the hotel added this to their records and are unable to confirm as we are a third party intermediary for travel providers. Ms. [redacted] previously requested that Expedia provide a refund for the amount of $160.00. As previously mentioned, Expedia has provided the refund back to the customer and we have notated the account. We’ve also sent the customer a receipt of the refund. We do apologize for the time it has taken for the customer’s issue to be reviewed and a refund to be provided to Ms. [redacted]. 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] Tier 3 Customer Service

August 6, 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 a hotel reservation. Our records indicate on May 21, 2015, the customer self-booked a hotel using the Expedia.com website. Accommodations were at the [redacted] from May 23, 2015, to May 25, 2015. We understand from the complaint the customer is requesting additional compensation. Upon receipt of the Revdex.com submission, we verified on May 23, 2015, the customer contacted Expedia due to upon arrival at the hotel, she was advised the hotel had no reservation. According to Expedia documentation, [redacted] confirmed the reservation as shown below: • 22 MAY 2015 07:57 PM PDT • [redacted] • Confirmed • Central Reservations • Reserve On behalf of the customer, Expedia contacted the hotel directly at that time and were advised they had no availability. On May 28, 2015, Expedia processed a full refund in the amount of $112.98 back to the customer’s original form of payment. The time it takes to post the refund to [redacted] account depends on how quickly her credit card company processes refunds. Despite the customer’s recent experience, we encourage her to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our company. We have provided her online Expedia account with a $100 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for her next qualified reservation, and it is valid until one year from the date of this letter. Since there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matter. 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, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:Not taking responsibility for booking faulty materialdoes not absolve you of responsibility. I called you andyou are responsible for companies that you contract with. No one is taking credit for crappy service and I don'tfeel it it right. Neither I nor any of my company's sales staff will everdo business with you or Dollar again.  You have traded$150 in problems for thousands in the future. I'm sureyour shareholders appreciate your decision.
Sincerely,
[redacted]

October 3, 2016
 
Revdex.com
Expedia – 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.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the flight reservation refund. 
 
Our records show on September 26, 2016, Ms. [redacted] self-booked an Expedia.com flight reservation for two passengers via booking number [redacted] in the amount of $638.65 plus travel insurance of $42.00. We understand from Ms. [redacted]’s complaint, she was charged a full fare for one of the passengers booked which is an infant and after contacting customer support for assistance no proper resolution was provided. The customer is requesting a full refund for the infant fare charged incorrectly.
 
Upon researching the customer’s complaint, we can confirm on September 26, 2016, when Ms. [redacted] brought this matter to our attention, her request was escalated to a corporate customer service supervisor and refunds in the amounts of $298.33 and $42.00 were processed back to the original form of payment for the infant fare and the travel insurance. As usual the credit card company will make the credit available depending on their refund timing policies.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Ms. [redacted]’s desired outcome, Expedia considers 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,
 
Angel A[redacted]
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

August 25, 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on August 2, 2016, the customer self-booked a non-refundable hotel reservation through the Expedia.com website. Accommodations were at the Hotel Murano, a Provenance Hotel from August 15, 2016, to August 16, 2016. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified the customer contacted Expedia requesting a refund claiming she booked a refundable room. The assisting representative advised the customer that at the time of booking, they had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. The assisting representative then contacted the hotel directly on behalf of the customer, and the hotel advised that they could cancel the reservation however they could not process a refund based on the hotel’s policies. 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. We do not have the authority to override or to change the hotel’s policies. We firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the booking path. We provide our users ample time to review the full details of the itinerary before completing the purchase. 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.
Sincerely,
[redacted]

March 30, 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, 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 12, 2017, Mr. [redacted] booked a non-refundable one-night stay at the [redacted] in San Francisco, California from March 13, 2017, through March 14, 2017. Mr. [redacted] stated in his complaint that his flight from the east coast was canceled and as a result, he contacted Expedia to have his check in date pushed back to the following day. He says that he was informed that he would receive a confirmation email but, he did not receive it prior to his flight departure.
We understand from Mr. [redacted]’s complaint that he arrived at the hotel at 3:00am and was informed that his booking was not valid. As such, he was forced to pay the hotel for another room. He goes on to say that he was dissatisfied with the room he was issued because there was no running water in one of the two bathrooms. Mr. [redacted] said that he was told that the hotel manager would refund his money, but did not. He is requesting a refund for both bookings.
We received a call from Mr. [redacted] on March 13, 2017, requesting a change to his reservation. We contacted the hotel to request that they push the check in date to March 15, 2017, per his request. We were informed that changes were not permitted without manager approval and we were unable to reach the manager. Therefore, no changes were made. 
On March 30, 2017, we contacted the Holiday Inn on Mr. [redacted]’s behalf and were informed that he was not charged for an additional reservation. The only booking that he was charged for was the one he booked with Expedia. They informed us that they honored the reservation even though the customer arrived after midnight. As the booking was non-refundable, we were unable to issue a refund.
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,
Marlon J[redacted]
Corporate Correspondence Team

Complaint: [redacted]
I am rejecting this response because:I am surprised that Expedia is surprised that I did not go to them first.  In fact, I spent over 15 hours trying to get a resolution.  As they keep repeating, that the airline trip was not affected by Hurricane Irma, is NOT accurate.  Fort Lauderdale airport was closed on Saturday, thereby forcing the cancellation of the trip to Peru and ultimately making it possible to be in Cusco to then take the flight in question.Furthermore, I was told by Latam that Expedia sold a ticket to me that was for Peruvian Residents Only.  Expedia knowingly sold this.  This is fraud.  See the attached image of communications with Expedia.  Finally, they did NOT advocate on my behalf.  I had to practically beg them to call Latam, and on many occasions, Expedia reps said that the flight "could not be cancelled." The fact that I finally accepted the $200 voucher after they repeatedly told me that I could not cancel was NOT an acceptance on my part that the matter is closed.  It is still open.   And I want a full refund.    
Sincerely,
[redacted]