Expedia Inc

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. The refund has posted to my account.Sincerely, [redacted]

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.
 
Expedia has reviewed all documentation and all call recordings.  The customer contacted Expedia requesting to change the flights; however, the customer declined to pay the total cost for both airlines.
 
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.  JetBlue Airlines and American Airlines are the operating carrier and merchant of record (the entity that received your funds and the company charging the customer’s credit card).
 
Expedia cannot waive these fees.  Expedia has provided the customer with three options:  
Keep the original tickets as is; tickets are active for travel on August 19, 2016.  If the customer does not take the flights, the airline will consider the tickets as lost value.
The customer must pay the change fee of $135.00 per person; plus any fare difference with JetBlue Airlines and buy new tickets with American Airlines.  The tickets with American Airlines will be considered as a lost value.
Cancel both tickets, however tickets are nonrefundable.  Will have credit in the amount of $194.70 per person with JetBlue for 1 year of issue date June 8, 2016 and pay the change fee of $135.00 per person; plus any fare difference. Buy new tickets for the correct dates and routing.
 
The customer did purchase the Expedia Stress Free and Trade Flight Protection; however in order for the customer to qualify for a full refund, the customer must contact Aon Affinity at 1-800-954-4968.  The customer can view the covered reason on the itinerary and how to file a claim with Aon Affinity.
 
 
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,
 
Delia K[redacted]
Tier 3 Customer Service

September 22, 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 two flight reservations.  We understand [redacted] is requesting a refund.  On September 10, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 11, 2015, an agent assisted the customer in booking two package reservations. The first one is for [redacted] and [redacted].  Travel was on JetBlue Airlines, departing October 6, 2015, from New York to Long Beach, California; returning on October 8, 2015, from Long Beach, California to New York. The package includes a hotel stay at the Super 8 Long Beach check-in date October 6, 2015, check-out date October 8, 2015. Itinerary Number: [redacted].
 
The second package reservation is for [redacted] and [redacted]. Travel was on JetBlue Airlines, departing October 6, 2015, from New York to Long Beach, California; returning on October 8, 2015, from Long Beach, California to New York. The package includes a hotel stay at the Super 8 Long Beach check-in date October 6, 2015, check-out date October 8, 2015. Itinerary Number: [redacted]. The customer is stating Expedia promised they would be refunded in full for both itineraries; however the customer has not received the refund.
 
Upon further researching this matter, we can confirm on October 4, 2015, the customer contacted Expedia needing to cancel both reservations due to a medical emergency. Expedia contacted JetBlue, they advised for the customer to send the medical documents and they will review for a possible refund. The customer understood.
 
On October 26, 2015, Expedia sent an email to [redacted]@fordham.edu; which is linked to the customer account. Expedia advised the customer that JetBlue would not authorize the refund; however they would allow the customer to change the flight dates. JetBlue would also waive the change fees; however the customer is still responsible for any fare difference.
 
On September 10, 2016, the customer contacted Expedia wanting to use the flight credits for both itineraries. Expedia advised the customer that the airline tickets were nonrefundable and that JetBlue would allow the customer to use the airline credit. The customer would only be responsible for the fare difference. The customer advised that they were promised by an Expedia agent they could be refunded in full for both flight reservations. Expedia advised the customer that they would need to contact them back after researching this mater.
 
On that same day Expedia contacted the customer advising that we were able to confirm Expedia advised the customer we could refund for both flight itineraries. Expedia refunded the customer on itinerary number [redacted] in the amount of $1,140.40 and on itinerary number [redacted] in the amount of $837.09.
 
Since Expedia has already processed the refund back to the customer’s original form of payment. Expedia considers this matter as closed and will no longer address this matter further.
 
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
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

September 15, 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 for Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on August 1, 2015, Mr. [redacted] self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel is with [redacted] from Orlando, FL to Goiania, Brazil, departing on April 7, 2016, from Goiania, Brazil to Rio de Janeiro, Brazil (SDU airport) on April 13, 2016, and from Rio de Janeiro, Brazil (GIG airport) to Orlando, FL on April 27, 2016. We understand Mr. [redacted] is requesting to exchange the last portion of his travel to depart on April 28, 2015, and states that [redacted] advised him changes can be made without a significant additional cost.
We have verified that Mr. [redacted] contacted Expedia for assistance with this issue. The assisting representatives contacted the airline on August 18, 2015, to inquire if the airline imposed change fees can be waived; however, Expedia was advised to follow the fare rules agreed to at the time of booking. The following airline imposed penalty fees apply to Mr. [redacted] reservation:
CHANGES
 
      ANY TIME
        CHARGE USD 150.00 FOR REISSUE/REVALIDATION.
 
CANCELLATIONS
 
    ANY TIME
      CHARGE 50 PERCENT FOR CANCEL/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. [redacted] is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. In addition, at the time of booking the customers agree that they have read and accept the applicable Rules and Restrictions of their booking and the Terms of Use and the Privacy Policy of Expedia’s website. While we regret Mr. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to waive the penalty fees and applicable increase of price if a ticket exchange is 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,
 
Lidiya N[redacted]
Tier 3 Customer Service

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

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

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.March 29, 2016, [redacted] booked a one-way flight from Philadelphia, Pennsylvania to Chongging, China departing on May 28, 2016, and arriving on May 29, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.We understand from Ms. [redacted]’s complaint that she arrived at the airport in Philadelphia, she was informed that she would not be able to travel to Canada without a Canadian Visa. Mr. [redacted] says this information should have been provided by Expedia. She is requesting a refund of $464.00 from Expedia for causing her to purchase a new ticket. Expedia is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. In providing this information Expedia has met our obligation to prepare those passengers who book on our website. When acting as their own travel agent it is important that travelers confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet on their end.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

June 27, 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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. Our records indicate that on February 9, 2017, the customer self-booked a package reservation, along with travel insurance, through the Expedia.com website. Travel was with United Airlines and accommodations were at the [redacted]. We understand from the complaint the customer is requesting a refund. As Expedia.com serves as a third party intermediary, we give the customer the capability to choose the dates, destination, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. United Airlines was the operating carrier and merchant of record (the entity that received the customer’s funds and the company charging the customer’s credit card), not Expedia. Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details on several pages for review, including the final payment screen. The travel Insurance as noted in the Plan Coverage tab, Expedia only covers pre-trip cancellation as follows: Change or Cancel for Any Reason The Policyholder Vacation Waiver helps protect you against life’s unexpected occurrences. Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start time* of your trip without being charged any change or cancellation fees. If canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel.** Note: The waiver is valid once you have paid the appropriate waiver cost and your booking is confirmed. **For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip • You must call Policyholder Customer Service at 1-800-397-3342 to cancel or change your vacation package. Terms & Conditions The Policyholder Vacation Waiver is valid for redemption only by the person(s) named on the voucher. It is not transferable, has no cash value, and may be redeemed only once. The Policyholder Vacation Waiver must be purchased at the time of booking; waivers cannot be purchased after booking. The redemption excludes the price of the Policyholder Vacation Waiver. If you change or cancel your trip for ANY REASON prior to the scheduled start time* of your trip, all package cancellation fees imposed by the Booking Agent will be waived, except the cost of Published Air During the booking process the website provides: • Tickets are nonrefundable and nontransferable. • Please read the complete penalty rules for changes and cancellations. applicable to this fare. • View Cancellation Plan terms, conditions and plan sponsors. and • By selecting to complete this booking I acknowledge that I have read and accept the above Rules & Restrictions, Terms of Use. and Privacy Policy. The customer’s confirmed itinerary also states the insurance terms and conditions. On April 26, 2017, Expedia processed a refund in the amount of $259.85 and on June 27, 2017, a refund in the amount of $827.30. On June 26, 2017, the customer was sent an email that details the airline credit. As we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue a refund as requested. We thank you for allowing us the opportunity to address the issues which have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

April 21, 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

November 4, 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 October 15, 2016, Mr. [redacted] booked a three-night stay at the Econo Lodge Meadowlands from November 6, 2016, through November 9, 2016. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Expedia’s website, without the assistance of an Expedia representative.
We understand from the Mr. [redacted]’ complaint that he noticed that the wrong dates were booked and contacted our office to cancel. He stated our representative offered the only available dates which were October 25th through October 27th , but Mr. [redacted] stated that he declined to offer because it was more expensive that the original booking. Mr. [redacted] is requesting a refund $226.56 for the first booking and for the second booking which he says he never authorized. Due to not showing up Mr. [redacted] says he was charged $141.00 by the property. The total refund request is $368.00.
Thank you for allowing us to address Mr. [redacted]’ concerns. At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay.  While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience that he reports, we have already undertaken an exception to resolve his complaint. A refund in the amounts of $226.56 and $141.00 were issued to the original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly the credit card company processes refunds.
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

December 9, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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.Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a error involving information security. We understand the customer is providing information regarding a situation where travel information was inadvertently emailed to incorrect email addresses.  On December 9, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint. We have researched this matter thoroughly and have been able to isolate the error Ms. [redacted] is referring to.  While our system electronically emails information and itineraries to the email address stored in customer accounts, occasionally agents, who provide live phone support, also have to manually email itineraries.  We can assure you that Expedia treats our customer’s private information with the greatest regard.  In this instance, we carefully compared the two accounts Ms. [redacted] has provided, and we were able to determine that, while assisting both customers, an agent accidently mixed up the email addresses when manually sending out copies of their itineraries.   Expedia deeply regrets this agent error and thank Ms. [redacted] for bringing it to our attention.  The information will be escalated to the agent’s manager for coaching purposes.  As a courtesy, we have provided the customer’s online Expedia account with a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope Ms. [redacted] will allow us the opportunity to improve upon her experience in the future.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,Agent Name Tier 3 Customer Service

November 9, 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a   We understand Mr. [redacted] is expressing concern about actions of a rental car company.
 
Our records reflect on October 17, 2016 the customer contacted Expedia.com to book a rental car to pick up on October 17, 2016 in Miami Florida and returning on October 18, 2016.  The rental was arranged through [redacted]. 
 
The customer states they believed the rental was to be picked up at the Miami airport, however we so show the Expedia Itinerary sent to the customer provides the following information from the vendor:
 
MIAMI CUSTOMERS WILL BE PICKED UP AT THE RENTAL CAR CENTER FLOOR 4, DOOR 4 AT THE SHUTTLE BUS AREA. PLEASE ONCE AT THE PICK UP AREA CALL US AT OUR TOLL FREE [redacted]. ALSO YOU CAN REACH US AT [redacted].
 
Mr. [redacted] states the vendor also tried to increase the price quoted so Mr. [redacted] requested that the reservation be cancelled.  Expedia contacted the vendor on behalf of the customer and they advised they would cancel the itinerary but intended to charge the customer a cancellation no-show fee. 
 
While Expedia cannot refund the money, as the vendor, [redacted], was the billing party; we regret the inconvenience this matter has caused our valued customer. 
 
As a courtesy, we have provided Mr. [redacted]’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within his Expedia account. We hope he will allow us the opportunity to improve upon his experience in the future.
 
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

October 5, 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.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand the customer is requesting a refund due to our Best Price Guarantee. On October 5, 2015, we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint. The customer could not be reached and a voicemail was left.
Our records indicate on September 9, 2015, the customer booked a flight reservation with an Expedia representative, itinerary number [redacted]. Travel was booked for one traveler from San Antonio, Texas to Chicago, Illinois, departing on September 24, 2015, on [redacted] and returning on September 26, 2015 on [redacted] The total amount paid for the reservation was $339.70. We can confirm the customer submitted the Best Price Guarantee claim online on September 10, 2015, 2015 and the claim was denied on September10, 2015.
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and subject to the rules and restrictions of those providers.  As a third party intermediary, we work from a live inventory.  The flight availability and prices are all provided to us by the airlines. Once a flight is purchased, the airline updates the inventory with the latest availability; thus prices can change. In addition, the booking and ticket price are not finalized until the ticket is issued.
Per the terms & conditions of Expedia’s Best Price Guarantee, in order for the lower price to be honored, the lower price must be available for booking at the time of contact for verification purposes.. When Ms. [redacted] submitted her claim, our representative had to validate the price of the flights and the availability of the flights. During this verification process, Expedia was unable to locate, the lower price. As a result the claim was denied.  We stand by our previous decision and will not be honoring the customer’s Best Price Guarantee claim.
The full terms and conditions of Expedia’s Best Price Guarantee can be reviewed at any time by clicking the following link: http://www.expedia.com/p/info-other/guarantees#1?mcicid=hp.bpg
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,
Britt M[redacted]
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I just spent more time researching this issue! After another look at each month's AMEX statement for the card ending in 2006 I can confirm that NO credit has been issued to my card account.  This is another example of Expedia's poor customer service - expecting me to send to them credit card statements for 5 months!  This is personal information that I should not have to share as unfortunately nothing on the statements is related to an Expedia refund request.  Are their accounting procedures so inadequate that they do not have capabilities to trace cancellations or credits issued?  I do  not feel it is asking too much that Expedia provide me with an exact date for the credit issued so that I can contact American Express to inquire about it.  Once again I will remind the folks at Expedia that Ihave been a long-time customer who played by their rules and even with a cancellation confirmation in hand they cannot provide evidence of a credit issued.This is a formal request for details of the credit issued,
Sincerely,
[redacted]

May 31, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund of her recently purchased flight reservation.Our records indicate on March 18, 2017 the customer self-booked a package reservations online. The customers round-trip flights are operated by Ethiopian Airlines are scheduled to depart from Dubai to Cape Town on March 24, 2017 and returning from March 31, 2017. The customer also purchase a “Package Protection Plan”.On March 20, 2017 the customer called customer service and was able to cancel her flight reservation. Since customers’ flights were successfully voided, the authorization of $793.20 should have been released back to the customer’s card. These authorizations typically release within 24-48 hours.If the customer does not see the release of the authorization we ask Ms. [redacted] to contact her banking institution. 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

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:It is very evident, quite frankly, from your latest correspondence that you either didn’t read my entire complaint or didn’t listen to all of the phone calls that transpired that day, specifically the last phone call with Shawn, b[redacted], and his “manager” on which the bulk of my complaint was focused. If you had actually listened, you would have noted how incredibly unprofessional, incompetent, and belligerent your agents were with me. What exacerbated the situation was when the “manager” refused to divulgeShawn’s b[redacted] number when I expressed that I was going to contact the corporate office. From his behavior, I was left with the impression I was not speaking to an actual manager and was instead speaking to one of Shawn’s coworkers that was posing as a manager in an effort to get me off the phone. This was not acknowledged or addressed in your response.While I was very disappointed with having to purchase an additional ticket on my own because I felt like I was being overcharged, at no time was Margaret, b[redacted], ever rude. However, despite what you stated in your response, Margaret actually told me that the flight was sold out; she didn’t mention that the flight wasn’t in the inventory. She initially said she couldn’t locate the flight, then after putting me on hold for a significant amount of time (27 minutes I believe), she said it was sold out. When I challenged this information, she told me that if I tried to book the flight, I wouldn’t be able to reserve it, which wasn’t true. I take this as she lied to me. That is why I found it especially strange that I could purchase a ticket to a supposedly sold-out flight.  I called back requesting a supervisor to get this addressed and was hung up on (I heard ambient room noise for about 5 seconds before the line dropped – I’m sure this recording can be found.) After calling back a third time I finally got to Shawn.  When I spoke to Shawn he was pleasant at first, then he became extremely aggressive once he realized that he totally bungled my reservation and resorted to calling me a racist multiple times. This was also not acknowledged or addressed in your response.Because of this, I find your offer very insulting. First off, I, as an offer of goodwill (as you so eloquently stated in your response), allowed your company additional time, 3 weeks to be exact, to research my case and despite the additional time you didn’t address my full complaint or didn’t bother to listen to all the calls. Secondly, my reservation was for a flight, so offering me a measly $100 towards a hotel makes no sense since I’ve never once gone through Expedia to book a hotel (which I imagine is evident if you look at my travel history with your company.) It almost feels like this is a sales attempt at getting me to use other Expedia services - not an apology. Thirdly, I’m a so dissatisfied with your company that I will never use Expedia again so your attempt to ameliorate the situation by giving me a $100 coupon towards a hotel when my complaint was about $200 that came out of my pocket will not help me. Lastly, I find it very odd that despite my complaint and despite supposedly listening to my calls you fail to acknowledge what your company did to escalate my case to this point, which I find rather unprofessional. It is interesting how you have not once recognized how I was treated by your agents. When a customer is essentially screamed at then called a racist a dozen times, you’d think that your company would express genuine concern over the matter. Instead, your response paints me to be unreasonable when your agent was unable to accommodate my request. You certainly pointed out how “helpful” all of your agents were throughout the process and left out anything that could potentially show fault by your company.All I want is to not be charged a $200 penalty and a real apology for the horrendous treatment that I received from Expedia. I believe that this is a reasonable request considering the time, energy, and supreme frustration that this situation has required. I hope that after reading this response and evaluating the calls further that you will realize that I am not asking for anything unreasonable. Considering how much time you have already had to do this, I expect a speedy response. Thank you for your time.   Regards,[redacted]

September 23, 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

December 7, 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 Ms. [redacted] is requesting a refund. On December 2, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on May 5, 2016, the customer self-booked a package reservation for [redacted], [redacted] and [redacted]. Travel is on Dynamic Airways, departing January 21, 2017, from New York to Cancun, Mexico; returning on January 25, 2017, from Cancun, Mexico to New York. The package includes a hotel stay at the Golden Parnassus Resort & Spa All Inclusive. The package includes the Package Protection Plan. The customer is stating that the flight was canceled; however the customer has not received the refund for the flight reservation.
 
Upon further researching this matter, we can confirm on August 30, 2016, the customer contacted Expedia advising that their flight was canceled. Expedia contacted the airline; they confirmed the flight was canceled and could not provide the customer with another flight.
 
Dynamic Airways authorized the cancellation and advised Expedia to submit the refund request for the flight. Expedia advised the customer and agreed to cancel the reservation.
 
Expedia canceled the hotel reservation and refunded the customer in the amount of $1,252.04. Expedia refunded the customer for the Package Protection Plan in the amount of $100.00. Expedia submitted the request for the refund for the flight.
 
On December 7, 2016, Expedia contacted the airline on the customer’s behalf; they advised the customer was refunded on October 4, 2016, onto the original form of payment ending in [redacted].
 
Expedia request that the customer review their billing statement for October 2016.
 
Since the airline has processed the refund back to the customer. Expedia cannot honor the request for the refund.  Expedia considers this matter as closed and will no longer address this matter any further.
 
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