Expedia Inc

January 20, 2017
 
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 flight refund request. 
 
Regrettably, Mr. [redacted]’s complaint does not provide us with an itinerary number and we have not been able to locate a flight itinerary with the information provided.  If he will respond to this request with the Expedia Itinerary number and the email address he used in his booking, we will be happy to research this matter and provide any resolution appropriate.
 
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

Complaint: [redacted]I am rejecting this response because:Gentlemen: Last night I sent reasons for my rejection of Expedia's reply. Yet I wrote that I would call again which I did. Today I called an agent Mike who, after long explanations, referred me to his supervisor Ivy (10:25-10:54). Supposedly she cancelled the tkts of reference ending in [redacted] though she stated a few times that no reimbursement was to be received. As explained my bank cancelled payments already. I just want all cleared, tkts cancelled and to have no problem with my current tks. I  requested that she send an email with the cancellation. As of 12:15 eastern time, I have not received it. I am notifying you where the problem lies and as soon as it is solved  I would let you know. I appreciate your intervention since all the emails and calls they still affirm that I did not communicate. Your letters at least brought them to cancel the tkt they never wanted to cancel before. Will email as soon as I get an email. ThanksSincerely,[redacted]

June 23, 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 hotel reservations. We understand the customer is requesting a refund in the amount of $162.94 for their hotel booking.
The customer’s comment stated they encountered difficulties with their recent hotel reservation, and we would like to further research the matter in order to assist the customer with their concerns. The information provided in the customer’s comment was not linked to an account or itinerary. We ask the customer please provide us with an itinerary number. The customer may also provide the email address used to make their reservation so that we may fully review the concerns the customer noted.
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
 %

Hello [redacted]business never responded to my request on the prior email to Hayden's statement if a reasonable accommodation. None was made, I requested this in writing on my last response and I am waiting for reply. I sent an earlier email about merchants disengenous response and the premature closing of this claim. I will need these clarified as stated in prior email. Had merchant made me a reasonable accommodation I would have accepted. This was never done and I am still waiting for this offer via email.I do not feel it fair that I am constantly made to supply information while merchant supplies nothing to substantiate response of reasonable accommodation. Please let me know if this is something they are willing to do or not, but I would appreciate it if the company and Revdex.com kept asking me to substantiate without asking same of merchant, unless you have written policy in that regard. If so I would like to see that as well.thank you

August 18, 2017
 
Revdex.com
Northwest
Complaint Department
 
Re: Travelocity Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Travelocity 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. Travelocity is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with the complaint. At this time we are requesting Mr. [redacted] please provide an itinerary number for his booking and the email address associated with his Travelocity account. This information will enable us to appropriately address the situation and upon receipt, Travelocity will be able to assist further.
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

September 25, 2017
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the contract issues and refund request. 
 
Our records show on February 9, 2017, Mr. [redacted] self-booked an Expedia.com non-refundable cruise reservation via booking number HXHV8X, sailing with Holland American Cruises on March 24, 2018 for a total of $799.00. We understand from Mr. [redacted]’s complaint, he decided to cancel the cruise reservation and was advised a penalty of $600.00 would be kept by Holland American due to the non-refundable booking. The customer also stated the cancelation policy was not provided at the time of booking or on the booking confirmation email. Mr. [redacted] is requesting a refund for the deposit due to a possible site error.
 
Upon researching the Mr. [redacted]’s complaint, we can confirm on September 19, 2017, Expedia proceeded to advocate on the customer’s behalf by contacting Holland America. Expedia was informed the $600.00 penalty would be waived and refunded back to the customer’s original form of payment.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been processed by Holland America and the issue has been resolved to Mr. [redacted]’s desired outcome, Expedia considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
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 for the integral part you played in resolving this issue. It would not have been without you. Much appreciated!!Sincerely, [redacted]

September 16, 2015 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on March 22, 2015, the customer self-booked a package which included a flight and hotel reservation using the Expedia.com website. Accommodations were at the [redacted] Resort – All Inclusive from July 10, 2015, to July 15, 2015. We understand from the complaint, the customer is requesting a refund. Upon receipt of the Revdex.com submission, we verified on July 21, 2015, Ms. [redacted] contacted Expedia regarding hotel issues. Expedia.com acts only as an independent reservations agent for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, it appears the customer did not contact Expedia regarding these issue during her stay. Expedia contacted the hotel directly on behalf of the customer requesting a refund due to the customer dissatisfied with sand color and noise from nearby rooms. They denied a refund. In addition, the hotel pictures do not appear to be doctored in any way. Expedia apologizes for the dissatisfaction that Ms. [redacted] experienced with our customer service. Comments such as hers are read by numerous people within Expedia and help shape our policies and practices. As the hotel stay was fully utilized, 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

January 26, 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 hotel reservation.  We understand Ms. [redacted] is requesting a refund. On January 16, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on August 13, 2016, the customer self-booked a package reservation for [redacted] and [redacted]. Travel was on United Airlines, departing on December 16, 2016, from Newark, New Jersey to Punta Cana, Dominican Republic; and returning on December 23, 2016, from Punta Cana, Dominican Republic to Newark, New Jersey. The package included a hotel stay at The Reserve at Paradisus Punta Cana Resort-All Inclusive. The customer is stating they contacted Expedia to add an additional person to the hotel reservation. The customer is stating that Expedia advised that the hotel would not charge an additional person fee; however the customer was charged for the additional person.
 
Upon further researching this matter, we can confirm on October 27, 2016, the customer contacted Expedia to add additional person to the hotel reservation. Expedia contacted the hotel; they advised there would be no additional charge for the extra person.
 
On December 21, 2016, the customer contacted Expedia via email advising that the hotel charge them for the additional person in the amount of $ 1,218.46 and requested the refund.
 
In reviewing the customer’s account, on January 20, 2017, Expedia process the refund in the amount of $1,218.46 back onto the customer’s original form of payment.
 
Since this matter was resolved on January 20, 2017, Expedia considers this matter as closed.
 
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

May 23, 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 13, 2015 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 request of a refund due to the Expedia Best Price Guarantee. Upon receipt of the Revdex.com submission, we have verified this issue was resolved on October 27, 2015. Expedia processed a refund in the amount of $100.00 back to the customer’s original form of payment. In addition, the $50 Expedia Travel Coupon will be added to her account within 6 to 8 weeks after the qualifying travel itinerary has been completed. An email was sent to the customer’s email address [redacted] regarding the refund. We apologize for any inconvenience tis delay may have caused. 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 it shouldn't take 6 weeks to look into a simple refund case for a 'Gold Member' with no exact date as to when this will be resolved. Sincerely,[redacted]

November 21, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
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.
In his rebuttal, Mr. [redacted] states that he was to have a Mercedes Benz or similar as his vehicle of choice, but he was forced to pay $20.00 per day for an upgrade. He is requesting $140.00 as reimbursement.
After revisiting this issue, we discovered that there may have been a misunderstanding regarding the category listed on our website. We contacted the [redacted] again on October 21, 2016. The information that we received let us to reconsider our initial response. As such, we have processed a refund of $140.00 to the original form of payment. We apologize for any inconvenience that Mr. [redacted] may have encountered. Refunds like this usually take between 3-7 business days to post.
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

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
First my complaint was not only regarding the temperature of the room. But yes they did not provide any air condition, no matter what time. And all other hotels in Italy provided air condition at the customers wants, not the hotels. And when you are booking a four star hotel one you do not expect to not have air condition, in 80 degree weather. And second Expedia, when booking does not advertise or inform you that you would not be provided air condition, With older parents, and one who has a heart condition, had a quadruple by -Pass. we would not stay or spend $275 a night per room for no air condition. 
 
Also Expeida's pictures and rating, was way off, the rooms were dirty, grimy and old, musty with wall paper peeling off the walls and purple velvet couches with cigarette burns.
Also they say they do not provide air condition, so than you have to sleep with your window open, which they put us over the garbage alleyway on the 2nd floor, where they collected and stored the garbage and where all deliveries, were made. The garbage pick up and deliveries started at 5:30am and woke us all up at that time.
 
Than we called 32 times to get Expedia's  assistance, either they said they would look into it and call us back within 30 minutes and did not.  Or they told us a supervisor would call us back. or could not understand what we were speaking, which was English. Than they said the system was down and there was nothing they could do. We called all night to 2am in the morning and than stated at 6am to get assistance and got the same excuse, their system was down.  We had to check out and was left in the street for two hours with no where to go. 
If you also look at Yelp, this is the complaint of many, their customer service. I am sure it is not the first Revdex.com complaint they have received. I will not accept an apology or a trip voucher from them for all the extra expenses they caused us, the loss of a day and a half in Rome and the distress of two 75 year old parents. 
We have pictures and video to back up this complaint and we also were four people, to back up this complaint. If you review our entire trip, through Expedia, we did not have this issue any of the issues, we are stating in any of the other four hotels we had booked. Which all provided air condition and clean four star service. 
 
This clearly was a bait and switch and was also the worst customer service, I have ever experienced in any travels.
 
[redacted]

Complaint: [redacted]I am rejecting this response because: it is not resolved yet. My email used to book the trip was [redacted]. And the itinerary number is [redacted].  Please let me know if anything else is needed. Sincerely,[redacted]

August 16, 2016
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted].  We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Revdex.com case number [redacted] regarding questions about the Expedia Loyalty account for [redacted]. 
 
Further research shows that Itinerary # [redacted] was booked on April 1, 2016 by [redacted] , a listed user on Mr. [redacted]’s account,  and the email [redacted]@yandex.com was used on this booking. The email in the account may have inadvertently been changed at the time this booking was made, but we do not keep a log of account changes.
 
Although Mr. [redacted] is still insisting that Expedia change the email address in his account, it is expressly against Expedia policy for an agent to change a customer’s email address.  His account is still active under his name and address, there are still points available in the account, and it is still a gold + account.  He can access it by going to Expedia.com and accessing the account by entering his Account ID, [redacted].  At that point he has the ability to change the email address to whatever he would prefer it to be.   The account is also accessible by entering the email address [redacted]@yandex.com in the Expedia.com site, which will also take him to the account and again, he would have access to change his email address. 
 
If he does not want to access his account and make the change to his email address, then we will not be able to assist him any further.  Expedia has provided all information available regarding this matter. 
 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 – Customer Service
Expedia, Inc.

October 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, 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.  We understand [redacted] is seeking a refund for cancelled flights booked using Expedia. We researched this matter further and our records showing a flight reservation was booked on May 4, 2017 via our website by [redacted] or an authorized user to their Expedia account. On August 15, 2017 Air Berlin filed to commence insolvency proceedings. The Federal Government is supporting Air Berlin with a bridging loan to maintain flight operations for the long-term. Air Berlin further advised there have been no flight disruptions due to this situation and flight operations are continuing as normal. However in the event the customer flights are cancelled Expedia has been advised to refer passengers to visit www.airberline.com, or they may wish to contact their credit card company to dispute the cost. They also may file a claim with their travel insurance by calling 1-800-954-4968. Please note that 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. Air Berlin was 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 that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies. 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, Kiki R[redacted] Corporate Customer Service

July 8, 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 Expedia correct her name and confirm the flight reservation. On June 24, 2016, we received receipt of the Revdex.com complaint. Our records reflect on November 13, 2015, the customer self-booked a flight reservation for [redacted] and [redacted] using Expedia.com. Travel is on Iceland Air, departing September 14, 2016, from Minneapolis, Minnesota to Stockholm, Sweden; returning on September 28, 2016, from Stockholm, Sweden to Minneapolis, Minnesota. The customer is stating, they contacted Expedia, due to needing to correct her middle name. The customer is stating, they understand there is a name change fee and agreed to pay the fee. The customer is stating Expedia has refused to process the name change request. Upon further researching this matter, we can confirm on January 31, 2016, the customer contacted Expedia, needing to correct her middle name from [redacted] to [redacted]. Expedia contacted Iceland Air; however, they were closed. Expedia advised the customer, they will need to call back once the airline is open. In reviewing the customer’s account, on February 29, 2016, Iceland Air canceled the flight reservation and reissued the tickets for the travelers. Expedia was able to verify on the airline’s website the flight is confirmed for travel on September 14, 2016. The new record locator number for Ms. [redacted] is [redacted] and for Mr. [redacted] is [redacted]. The customer’s name on Iceland Air website reflects as [redacted]. The customer can go to the airline website to verify the information. Since the airline took control of the tickets, the customer will need to contact Iceland Air directly as Expedia will no longer be able to assist with any further issues the customer may have. 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

Complaint: [redacted]
I am rejecting this response because:The explanation does NOT make any sense. In the purchase process, Expedia initial screenshot told me the hotel was "Free Cancellation", which set up my mind to make purchase without considering if I cannot cancel it later. As an average human, I would not pay attention any information in later screenshot indicating if it is refundable. Instead, Expedia uses human common behaviors and set up a trap for customers. This is obviously a cheating business! Revdex.com, please publish my case to all customers, make sure everybody knows Expedia is a CHEATING COMPANY. STOP USING THEIR SERVICE. THIS IS THE BEST WAY TO PROTECT FROM BEING TRAPPED BY Expedia.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Expedia should take the responsibility and accept the fact that they failed to inform the customer about cancellation. They should have sent a notification email/text or call to the customer to prevent this incident and not let the customer to complete the first leg of the trip. I'm requesting a refund for the amount of the first leg of the flight or the hotel accommodation cost ($488.91) Sincerely,[redacted]