Expedia Inc

August 2, 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 that Expedia honor the prices online. On July 28, 2017, we received receipt of the Revdex.com complaint.
The customer is stating that she has been unable to book a reservation due to changes in prices.
Expedia works from a live inventory and prices and/or availability can fluctuate.  The reservation is not confirmed, until it is booked or ticketed.
 
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 the customer’s 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.
 
Based on the above, Expedia is unable to honor the prices.
 
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

July 22, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
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 refund request.  We understand Ms. [redacted] is writing concerning a flight change error made by Expedia. On July 22, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint and requested additional information.
 
Our records indicate Ms. [redacted] contacted Expedia to request assistance in re-booking flights and one ticket was booked for an incorrect date.  The customer had to pay an extra fee at the counter to correct the ticketing error and has been attempting to acquire a refund of the fees.  She was asked to provide, by fax, a proof of payment for the additional change fees she paid out of pocket, but the fax would not go through. 
 
In speaking with Ms. [redacted] on July 22, 2015 she has stated she contacted her credit card company and disputed the charge.  However, as the airlines would be the merchant of record for the tickets, and the error was not theirs, they will no doubt deny her dispute and the funds will be returned to them. 
 
Expedia has determined this was an error on the part of our agent and we regret the inconvenience this issue caused our customer and that resolving the matter has been difficult for her. 
 
Ms. [redacted] did provide me with case numbers ([redacted]) that gave access to the previous agent’s research and emails with her.  Expedia is requesting that she attach a copy of her credit card statement, showing additional fees, to this case as a rebuttal, and return it to us so we may refund her the disputed amount.  We regret that we must ask this of her, however for accounting purposes we must show proof of her loss to process the refund.   
 
Once we receive the requested receipt we will contact her to assure the refund is made.  
 
Expedia regrets the service Ms. [redacted] received was less than satisfactory.  Comments such as hers are read by numerous people within Expedia and help shape our policies and practices.  It is never Expedia's intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available.  We would like to assure her that her business is important to us.
 
As a courtesy, we have provided her online permanent 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 registered under [redacted]@yahoo.com. We hope she 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

February 2, 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 ID [redacted]) regarding a Best Price Guarantee submission. On January 28, 2017, Expedia processed a refund in the amount of $14.22 back to the customer’s original form of payment. In addition, the customer’s $50 Expedia Travel Coupon will be added to their account within 3 to 4 weeks after the qualifying travel itinerary has been completed. On February 2, 2017, Expedia refunded an additional amount of $105.96 back to the customer’s original form of payment. We apologize for any inconvenience that may have occurred due to the delay. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

May 5, 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 Ms. [redacted] (Revdex.com ID number [redacted]) regarding a package reservation. Our records indicate that on February 27, 2017, the customer self-booked a flight and hotel reservation, through the Expedia.com website. Travel was with Delta Airlines and accommodations were at the New York-New York Hotel & Casino. We understand from the complaint the customer is requesting a full 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. Delta 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. In addition, 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 customer contacted Expedia on April 24, 2017, requesting to cancel the reservation. The assisting representative advised the customer of the airline’s terms and conditions which the customer agreed to at the time of booking. As the hotel portion of the reservation was refundable, on April 26, 2017, a refund in the amount of $496.06 was processed back to the customer’s original form of payment. The customer agreed to a $200 courtesy travel coupon that was provided to Ms. [redacted]’s Expedia account. As we must abide by the terms and conditions agreed to at the time of booking, Expedia is unable to issue an additional refund or compensation 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

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.
Thank you Revdex.com.
Sincerely,
[redacted]

August 3, 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, 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 April 26, 2015, Mr. [redacted] booked AN Expedia Vacation Package which included flights, a seven-night stay at the [redacted] and travel insurance.
We understand that Mr. [redacted] canceled the package within 24-hours of booking. According to his complaint, he did not receive a full refund. He is now requesting the balance of the refund $198.00.
We apologize for the delay in addressing the issues and concerns that have been brought to the attention of our department. After review, we have determined that Mr. [redacted] received a refund for the airline tickets and lodging portion of his package, but the travel insurance had yet to be issued. As such, we have processed a refund of $198.00 to the original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his 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

November 28, 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 hotel reservation.  We understand Mr. [redacted] is inquiring why the customer did not qualify for the Best Price Guarantee. On November 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 23, 2016, the customer self-booked a hotel reservation at the Cherry Orchard Inn check-in date November 10, 2016, check-out date November 13, 2016. The customer is stating they did not qualify for the Best Price Guarantee; however the customer disagrees.
 
Upon further researching this matter, we can confirm on October 23, 2016, the customer submitted a Best Price Guarantee claim form with an attachment.
 
Expedia advised the customer that we work from a live inventory and prices and or availability can fluctuate. Expedia advised the screen shot that the customer sent did not include the room type and Expedia could not confirm the lower price.
 
As a courtesy Expedia would honor the Best Price Guarantee and Expedia would refund the customer for the difference and Expedia would apply the $50.00 coupon within 3-4 weeks once the trip was completed.
 
In reviewing the customer’s account on November 6, 2016, the hotel reservation was canceled per the customer’s request and the customer was refunded in the amount of $387.71 back on to the original form of payment.
 
Since the reservation was canceled, Expedia could not apply the coupon onto the customer’s account.
 
Expedia offers a Best Price Guarantee Promotion. If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
 
 
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

March 20, 2017
 
 
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 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 Best Price Guarantee. We understand [redacted] is requesting a refund. On March 13, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 2, 2017, the customer self-booked a hotel reservation for the Skyline Hotel & Waterpark check-in date May 27, 2017, check-out date May 29, 2017, via itinerary number [redacted]. The customer is stating they submitted a Best Price Guarantee claim; however Expedia has not provided the customer with an update or a refund for the price difference.
 
Upon further researching this matter, we can confirm on March 2, 2017, the customer submitted a Best Price Guarantee claim with an attachment.
 
Expedia has reviewed the customer’s attachment that was sent on March 2, 2017. The customer’s screen shots do not match apples to apples. The room type and the number of travelers were not included. Addition the cancellation policy is different from what the customer booked.
 
The customer self-booked a nonrefundable reservation and the screen shot shows a refundable reservation.
 
Expedia offers a Best Price Guarantee Promotion. If the customer finds a lower rate on Expedia or on another U.S. based website within 24 hours of booking with Expedia, we will credit or refund the difference in price. The Terms and Conditions for the Best Price Guarantee Promotion states as follows.
 
 
Must be "Apples to Apples" Comparison.  The Best Price Guarantee is available only for exact itinerary matches. For example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com.
 
Verification of Claims.  All requests, including receipts, are subject to verification by Expedia.com Expedia.com will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by Expedia.com personnel. Nor will Expedia.com verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith.
 
For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser –
 
https://www.expedia.com/p/info-other/guarantees
 
We hope the customer understands Expedia cannot honor the request for the refund or the coupon.
 
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

August 25, 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 his 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<

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 package reservation. Our records indicate on March 15, 2016, the customer self-booked a package reservation which included flight, hotel and travel insurance through the Expedia.com website. Travel was with United Airlines and accommodations were at the Coco Beach Resort from July 4, 2016, to July 12, 2016. We understand from the complaint the customer is requesting a refund due to no direct ocean swimming access. 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). We hope you understand that we must adhere to the policies dictated by the airline in regards to cancellations and refunds. Upon receipt of the Revdex.com submission, we were able to verify on July 4, 2016, the customer contacted Expedia requesting to cancel the remainder of her stay. The assisting representative advised the customer that according to the airline’s terms and agreements which Ms. [redacted] agreed to at the time of booking, the flights were non-refundable. The customer was advised they would retain an airline credit for the adult tickets for travel completed one year from the original booking date, however the children’s tickets would be of loss value. At that time the assisting representative contacted the hotel on the customer’s behalf and requested the hotel waive the penalty which Ms. [redacted] agreed to at the time of booking: • Cancellations or changes made after check-in on July 4, 2016 are subject to a hotel fee equal to 100% of the total amount paid for the reservation The hotel agreed to cancel and waive the penalty. The customer chose to change her destination to Cancun, Mexico. In addition, at the time of booking on the Expedia website, Ms. [redacted] agreed to our Terms of Use, which expressly provide as follows: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Expedia must abide by the terms and conditions agreed to at the time of booking, and as a result, Expedia is unable to issue a refund as requested. 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

April 14, 2016
Revdex.com
Expedia – 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 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 complaint #[redacted] regarding the refund request for flight exchange. 
Our records show on February 2nd, 2016, Ms. [redacted] completed a package booking on Expedia. We understand from Ms. [redacted]’s complaint, after requesting a flight exchange on March 22nd, 2016, inaccurate information was provided which resulted in being unable to change the flight or given a refund for the amount of the tickets. The customer is requesting for the refund of the airfare in the amount of USD$810.94
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter and as a courtesy a $810.94 refund has been processed back to the original form of payment. As credit has been given to the customer and the issue has been resolved to Ms. [redacted] 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,
Daniel A[redacted]
Tier 3 Customer ServiceTell us why here...

April 28, 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 ID number [redacted]) regarding a flight reservation. Upon receipt of the Revdex.com submission, it appears this issue was resolved on April 18, 2017. Please note that from time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia is an online travel website, which gives the customer the capability to choose the dates, flights, and airlines of their choice. Each airline has its own specific set of policies and procedures as does each ticket purchased. Delta 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. In addition, Expedia has no control over when, or how often, airline initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. If your issue has not been resolved, please contact our Customer Service Department at 1-800-EXPEDIA (1-800-397-3342) as soon as possible; you will need to be on the line as the airline may offer options available. Our agents are available 24 hours a day, seven days a week. Sincerely, Lisa S[redacted] Corporate Customer Service

No response has been made by expedia and no refund has been issued by them do not close this complaint until they issue a refund

October 7, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund in the amount of $54.00.
Our records indicate on September 22, 2015, the customer booked flight reservations – itinerary [redacted]. Travel was on [redacted], departing October 22, 2015, from Washington DC to Las Vegas, Nevada and returning on [redacted] on October 25, 2015, for one passenger.
On September 22, 2015, Expedia contacted the customer to advise the airlines were unable to process the customer’s reservations as the fare for the flight was invalid. At that the customer agreed to pay the additional amount of $54.00 in order to secure and confirm the flight itinerary.
Expedia.com serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] and [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] and [redacted].
------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session.  As set forth in the Expedia Terms of Use:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
On October 7, 2015, as a goodwill gesture Expedia processed a refund in the amount of $54.00 back to the customer’s original form of payment. The time it takes to receive a refund depends on how quickly the customer’s credit card company processes refunds, generally 3-7 days.
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,
Nicole P[redacted]
Tier 3 Customer Service

August 9, 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 Mr. [redacted]. We regret to hear that he did not accept our response and /or resolution offered. Expedia, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel collect reservation. Our records indicate that on February 5, 2016, Mr. [redacted] self-booked a “Hotel Collect” reservation (amount to be charged directly by the hotel, not Expedia – Expedia received no funds from Mr. [redacted] for this reservation) through the Expedia.com website. However, the customer is stating that the self-booked reservation on February 5, 2016, was charged by Expedia. At this time, we are requesting Mr. [redacted] submit a copy of his credit card statement showing Expedia charged him for the reservation. Upon receipt of this information we will further assist Mr. [redacted] in resolving this issue. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: Ms. K[redacted] called on Thursday April 21st at 11:08am. Flight prices are usually much higher if searched from Thursday to Sunday. I highlighted to Ms. K** that the price she was quoting me at that time was higher than the price I found. I noted that I just want to use my flight credit and did not want to pay any additional money to Expedia given the level of difficulty and frustration they have created. Ms. K[redacted] suggested that I call back and ask to be transferred to the corporate office for someone to assist me when I find a suitable price. I highlighted all prior issues I've had trying to be transferred, and ask for Ms. K[redacted] to provide the direct corporate number instead of being transferred. She told me that she couldn't provide the direct number because it is Expedia's policy to go through the general 800 number.
I appreciate Ms. K[redacted] effort but it doesn't help me. I believe that if Expedia is genuinely trying to resolve this problem then there shouldn't be an issue sharing their corporate office number. There is almost a 100% certainty that I will be given the run around again if I call back the 800 number. This is my money and I should be able to go online and book the flight I want without a hassle. This ongoing issue has already spoiled the joy of vacationing for me and my family.
I am kindly asking the Better Business Buro to keep the case open until I am able to get someone on the line who can book the flights for me. I will try calling again next week between Monday and Wednesday. Thank you for your consideration
 
 
Sincerely and best regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:
Again, I believe what they are saying is not true.  I believe Expedia DOES NOT makes every effort to ensure that their customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing.  If you like I can provide another screen shot of the next page after you click on continue.  It will show the same guarantee which you can click on for details and it clearly states, "After 24 hours standard cancellation policies apply."  Which indicates that the details contained in the cancellation policy only need to be reviewed if you are concerned about cancelling after the 24 hours. 
Honestly, what good does the 24 hr cancellation guarantee do for ANYONE, if when you do cancel, you are charged a large cancellation fee.  I needed to check a few more details before I finalized my trip, but they enticed me with no risk guarantee.   When I found out the date would not work I had to cancel.
Since Expedia is a third party(selling airline travel and hotels), and they are unable to make this promise (or guarantee), then perhaps they should not make it.  If they are claiming they have fine print somewhere taking this guarantee away, then I believe most reasonable people would find this dishonest or disingenuous.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  Expedia owes [redacted] $823.50.  This has been explained over and over again by phone to many different Expedia employees and also by email many times.  Expedia has had ample time to review this complaint.Sincerely,[redacted]

September 24, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

us to address the comments and concerns which have been brought to our attention
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a reservation booked on Expedia.com.
 
As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case.
                                        ...⇄
Sincerely,
 
Tier 3 Customer Service
 
 %

Complaint: [redacted]I am rejecting this response because:Expedia has been asking for time since the first time I contacted the customer service department to have this mistake from their end corrected. I have called and written to them on Facebook and I have never gotten a response. They bought time to have my 24 hour expire and have me pay the fee assessed for airline changes. On Expedia's Facebook page there are other customers with the same complaint as mine which does not make this the only case.  
I will soon be traveling and would like this resolved. I'm not asking for much just for Expedia to own up to their mistake. There was obviously a glitch in their system when I'm not the only one complaining about this.
Sincerely,[redacted]