Expedia Inc

August 21, 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

Complaint: [redacted]I am rejecting this response because:
 
I received several correspondence from Citi bank the holder of my credit card account stating [redacted] reluctance to even consider the facts of this case. Therefore, your request to remove this dispute is unfair. Firstly, I was told by several customer service representatives of both [redacted] and Expedia that they do do refunds. Also, I cannot trust neither you (Expedia) nor [redacted] to do the right thing in business.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: They can look up the itinerary with all the information I provided and they can see the number of phone calls and comments. They also have an email directly from the hotel in Mexico with the credit amount that is owed back to me. I want this process and matter to be expedited. It has taken over 2 months for a credit and resolution. I am very upset and this is an important matter. I want what is owed back to me $1100 ASAP. I have also consulted with a friend in the legal field and will pursue should this not get resolved. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
After submitting all medical related documents, Expedia acknowledged receipt of those and returned with an email stating that airline response time may vary and usually respond within 6 weeks (not exact wording). It has now been 3 months.  Can Expedia provide prove that they had followed up with Aeroflot (email or phone record communications)?
I understand different airlines have different policies.  However, the unacceptable fact is that Expedia just dropped the case without any response even AFTER numerous email follow up.  It is acceptable if the airline came back and say NO and Expedia relate the decision to me.  It is unacceptable that Expedia is not following up with the airline and simply ignore repeated follow up request.  It has been 3 months.  If customers should deal with airlines directly, then nobody will use Expedia and they should be long out of business.  We purchase through Expedia and we expect Expedia to take responsibility in addressing customer issues, not the airline directly in this case.  The other statements made in their response to Revdex.com are true and I have no issue with it.
I have to thank Revdex.com for your excellent efforts in assisting to resolve this case.  Without your help, I am never going to hear from Expedia again.
If you need, I can send you the 3 follow up emails I sent.  Can Expedia provide evidence that they responded to me?  Question to Expedia: case is still open, if Aeroflot never responded, is Expedia just going to drop the case?
Sincerely,[redacted]

August 8, 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
 %3

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, 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.
Please offer our apologies for any lack of service Ms. [redacted] received while trying to resolve her situation. It is never Expedia's intent to mislead or to cause inconvenience to our clients, and we are sorry that she feel Expedia has done so. We have accessed each of the itineraries that you provided and confirmed that each one was refunded.
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

July 14, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand [redacted] is requesting a refund.  On June 28, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 23, 2015, the customer self-booked a package reservation for [redacted] and [redacted] using Expedia.com.  Travel was on Lufthansa Airlines, departing on April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona.  The package also includes a hotel stay at the Hotel Rosso 23, check-in date April 27, 2016, check-out date May 5, 2016.  The customer is stating, due to an airline schedule change, the flight was canceled.  The customer is stating, they were refunded for the flight; however, not for the hotel portion.
 
Upon further researching this matter, we can confirm on January 9, 2016, the airline sent an notification, due to an airline schedule change.  An automated email was sent to the customer.  We can confirm there were six more airline schedule changes, which occurred on January 15, 2016, January 16, 2016, January 26, 2016, February 14, 2016, April 25, 2016, and April 26, 2016.  For each airlines schedule change an automated email was sent to the customer.
 
On April 25, 2016, the customer contacted Expedia advising, they received an email that the flight was canceled.  The customer requested to rebook the flight or refund the package in full.  Expedia contacted Lufthansa Airlines, however, they were closed.
 
Expedia contacted the hotel; however, we were advised to call back and speak with the hotel manager.  Expedia offered the customer to rebook the flight, due to the strike in Germany.  The customer did agree Expedia exchanged the flight at no charge to the customer.  The new flight was for: April 26, 2016, from Phoenix, Arizona to Florence, Italy; returning on May 5, 2016, from Florence, Italy to Phoenix, Arizona with Lufthansa Airlines.
 
In reviewing the customer’s account, on April 26, 2016, the airline canceled the flight, due to an airline strike in Germany.  The customer’s itinerary has a connection flight into Munich, Germany and in Frankfurt, Germany.  Expedia was able to verify Lufthansa Airlines canceled the flight and were not able to offer any other flights.  Expedia refunded the airline tickets in the amount of $2,701.86.
 
Expedia did send an email on April 26, 2016, to the hotel, requesting the refund, due to the flight was canceled; however, the hotel did not authorize the refund.
 
On July 14, 2016, Expedia contacted the hotel, they advised, they will not authorize the refund.  We have reached out to our Market Manager, requesting they contact the hotel on the customer’s behalf and request the refund due to the airline strike.
 
Expedia strives to provide the highest level of customer service.  We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. However, we know that there are some instances when policies associated with the bookings will not allow for a resolution that is more favorable to our customers.  We hope the customer understands Expedia must adhere to the hotel policy.  Expedia was not the merchant of record or the company that received the 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,
Delia K[redacted]
Tier 3 Customer Service

August 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 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 her recent flight reservation. We understand the customer is requesting refund of the flight reservation.Our records reflect that on June 11, 2017 the customer self-booked two one-way flight reservations. The customers departure flights were operated by Spirit Airlines and scheduled to depart from Detroit, MI to Fort Lauderdale, FL on July 24, 2017. The customers return flights were scheduled to return from Fort Lauderdale, FL to Detroit, MI on July 31, 2017.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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked two one-way tickets, with Delta and Spirit Airlines as the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations. Based on the Delta fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.Per the customers confirmation email that was sent on June 11, 2017 at 10:09am:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Furthermore within the email it stated that if the customer needs help he can contact us at 1-877-261-3523. As an effort to advocate on Mr. [redacted]’s behalf we reached out to Delta to request a refund for the reservation. We were advised that the flight was never canceled and due to that the ticket hold no value therefore no refund is able to be processed.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 5, 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

Complaint: [redacted]
I am rejecting this response because: my purchase of the package was through the Expedia website, not through an individual channel.  I, therefore, am holding the agent , Expedia, that processed the transaction through their website accountable and must insist that they address the travel package issues.
Sincerely,
[redacted] [redacted]

March 8, 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 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 Ms. [redacted] is requesting a refund. On February 28, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on January 10, 2017, the customer self-booked a package reservation for [redacted] J [redacted] and [redacted] [redacted]. Travel was on JetBlue, departing February 2, 2017, from Boston, Massachusetts to San Juan, Puerto Rico; and returning on February 5, 2017, from San Juan, Puerto Rico to Boston, Massachusetts. The package includes a hotel stay at The St. Regis Bahia Beach Resort Puerto Rico. The package includes the Vacation Waiver, via itinerary number [redacted]. The customer is stating that Expedia advised them due to an error Expedia would refund the customer for the change fees. The customer is stating they have only received a partial refund.
 
Upon further researching this matter, we can confirm on January 23, 2017, the customer contacted Expedia to change the return flight time. Expedia advised the customer that the tickets were nonrefundable and that changes are not allowed. The customer advised they purchased the Vacation Waiver. Expedia offered to rebook the customer a one-way flight for the return at the current price; which the customer agreed to, via itinerary number [redacted].
 
On that same day this reservation was canceled and the pending authorization for $492.20 would have fallen off up to 24 to 48 hours. The customer can contact their credit card company or bank to confirm the information. The customer was also refunded for the Vacation Waiver in the amount of $148.00.
 
On February 28, 2017, the customer contacted Expedia requesting the refund for the change fees that was promised the customer advised they only received a refund for $200.00.
 
Expedia did rebook the customer on February 28, 2017, for a one-way flight reservation for the return flight, via itinerary number [redacted] and the tickets were used. The customer was charged in the amount of $442.20. On that same day the customer was refunded in the amount of $242.20.
 
Since the customer has been refunded in full, Expedia cannot honor the refund request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[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]

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.  I wanted to notified you that my claim was resolved. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me. 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]

Complaint: [redacted]
I am rejecting this response because:1. From the attachment 1, you can see that my reservation through the mobile app is just for KING SIZE bed! There is nothing mentioned that I booked for double beds!!2.I filed my complaints right during my stay for the problems. I really feel surprised that such a big hotel chain lied for that! I also filed the official complain to [redacted] after I came back which is showed in the attached [redacted] complaint file.3. I also attached a couple of pics to show the dirty bed sheet and seat in the room. During this trip, my right was violated several times and these two famous brands don't care about their customers at all! I am really disappointed and will tell any of my friends to stay away from them!
Sincerely,
[redacted]

March 14, 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 December 6, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the Crystal Sands Condominiums by Wyndham Vacation Rentals from January 10, 2016, to January 14, 2016. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified on December 28, 2015, the customer contacted Expedia requesting a refund due to the customer cancelling her self-booked reservation. The assisting representative advised the customer at the time of booking, she had agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary:
Hotel rules and restrictions Property policies • We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the hotel charges such fees in accordance with its own policies, the cost will be passed on to you. Crystal Sands Condominiums by Wyndham Vacation Rentals charges the following cancellation and change fees. Cancellation or Change Policy • Cancellations or changes made before 4:00 PM (Central Standard Time (US & Canada)) on December 11, 2015 are subject to a hotel fee equal to the first night's rate plus taxes and fees. • Cancellations or changes made after 4:00 PM (Central Standard Time (US & Canada)) on December 11, 2015 are subject to a hotel fee equal to 100% of the total amount paid for the reservation. 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. However, the customer stated she was misadvised by the agent in regards to her refund. As a one-time courtesy, on March 14, 2016, Expedia processed a refund in the amount of $773.49 back to Ms. [redacted]’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly her 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, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I contacted Egyptair and they said that the information is published on line and it's Expedia responsibilty to advertise that. Expedia pulled the lowest price from Egyptair witout indicating the special offer detail about baggage
Sincerely,[redacted]

Complaint Departm[redacted]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.Expedia will process a refund as a one-time courtesy for half of the cost for the shuttle reservation in the amount of $50.67. No further refunds or compensation will be provided. We thank you for allowing us to address this matter further.Sincerely,Delia K[redacted]Corporate Customer Service

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] (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