Expedia Inc

February 15, 2015
 
Revdex.com
E.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.
Mr. [redacted] stated in his rebuttal that he “never acknowledged that the flights were not booked” as stated in our response, however, our records reflect that Mr. [redacted] was informed that he saved an itinerary on our site but, never actually purchased it. This was acknowledged by Mr. [redacted] when he was offered the flight numbers from the saved itinerary for the purpose of booking the same flights through the airline. We do not see any error by Expedia and as a result, we are unable to honor Mr. [redacted]s’s request of a refund.
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

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,

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:it is UNTRUE! The hotel heard VERY LOUD AND CLEAR complaints from me, and they are scam artists that deserve to never do business again because not only is the hotel disgusting, they are dirty liars. thanks a lot! Sincerely,[redacted]

August 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed from the airlines to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Tier 3 Customer Service

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 requesting a refund.
Upon further research, we are unable to locate an Expedia account related to Mr. [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Mr. [redacted] concerns.
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 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 found no calls from the customer on October 4, 2016, regarding the hotel reservation.
 
Expedia has already contacted the hotel; they advised the will only authorize the refund for one night only. Expedia refunded the customer on October 21, 2016, in the amount of $300.00
 
Based on the hotel reservation was a nonrefundable; which the customer did agree to at the time of the booking.
 
Expedia request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.
 
We thank you for allowing us to address this matter further.
 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I have sent all the documents and I have attached it  to this thread as well. You will see in the "Balloon Request" that I requested, in advance, to decorate my Junior Suite with balloons. In "ex2" you will also see and can verify with the hotel that that is a Deluxe Suite they decorated instead. That proves before I got to the hotel, before I even saw the room & realized they did not have ocean views, that they upgraded me out of their kindness and not due to the negligence of Expedia. I have cross referenced the hotel's website with Expedia's. There is no mention of an ocean view room within a Junior Suite room and the fact that it is still on Expedia's website, even after I complained that it does not exist, continues to prove Expedia's negligence.  You continue to mention that I stayed there all four nights as if I had a choice. I called Expedia & requested them to transfer me to a hotel that offered what was falsely advertised and that lead to a series of transfers that ended up with me getting hung up on. Once again, in a different country, with no transportation, where was I going to go especially since the company that I booked through offered no assistance? Do what you will with that information, after this I will be proceeding forward with my other options. Sincerely,[redacted]

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

Complaint: [redacted]I am rejecting this response because: I have already stated in my complaint that I contacted the hotel and was told to call Expedia. Asking me to call the hotel again will only lead to me being once again directed to call Expedia, which will not help resolve the issue. Both parties conveyed to me that there would not be an additional charge for changing the reservation dates. The hotel's understanding was that my payment to Expedia covered the stay. If my transaction was changed so that Expedia would not pay the hotel for the stay, that would implicate an additional charge which I did not authorize. Both companies were not on the same page and misrepresented the changes made to my reservation. I would like Expedia to either issue me a refund or contact [redacted] to request them to issue me a refund.
Sincerely,[redacted]

November 10, 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 for Mrs. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on March 19, 2015, Mrs. [redacted] self-booked a flight reservation for two travelers using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Detroit, MI to San Juan, Puerto Rico, departing on September 13, 2015, and returning on September 20, 2015. We understand Mrs. [redacted] is requesting compensation for the inconvenience caused by the airline initiated schedule changes affecting her itinerary.
We have verified that on March 22, 2015, [redacted] changed the departure time of Mrs. [redacted] outbound flight from 9:30 AM to 6:20 AM. Upon receipt of this schedule change, Expedia sent an e-mail to the e-mail address associated with the booking, notifying Mrs. [redacted] of the change.
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 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] 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. Expedia has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
While we regret Mrs. [redacted] experience was not as we would have hoped, and any subsequent inconvenience caused, as it is the travelers’ responsibility to verify their flight details with the airline within 48-24 hours of travel, and arrive and check-in for their flight in an adequate amount of time prior to their scheduled departure, Expedia is unable to honor the customer’s request for compensation.
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]

Complaint: [redacted]I am rejecting this response because: there policy states 24 hrs for airfare bookings, there policy on hotel bookings is 2 days prior to stay at hotel. I booked a room not an air fare ticket. below I copied  there best price caption from there web page and as you see it clearly states up to two days.Sincerely,[redacted]Best Price Guarantee Protect Your Trip Hurricane Promise No Expedia Fees Find a cheaper flight, vacation package, rental car, cruise or activity within 24 hours of booking and we'll refund the difference, plus give you a $50 travel coupon for future travel.For hotels, we go even further: If you find a cheaper rate on your hotel reservation up to two days before your check-in, we will refund the difference and give you a $50 travel coupon for future travel.

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:  I NEVER chose the option for pre-paid seating and when I called to inquire about the price difference I was NEVER told by Expedia that this was the reason.  The just simply told me "the pricing is what was available"  I know they record their calls, ask to listen to call.  I was never told this, this is a lie.  And I never indicated when ordering the tickets on line that I wanted to pay for my seats, why would I do that.Sincerely,[redacted]

February 15, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
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.
 
We have further researched Mr. [redacted]’s complaint (Revdex.com case number [redacted]) regarding a request that Expedia refund the penalties and fees he was assessed by vendors for missing and canceling reserved travel services.   After giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr. [redacted]’s request of a refund.
 
Mr. [redacted]’s original reservation was self-booked and he chose a hotel with stated terms that made the reservation 100% non-refundable as of the date of arrival.  As he arrived late and missed his flights, he was not able to check into the hotel on his arrival date and per the terms provided to him while booking, and again on his emailed itinerary, the hotel exercised their terms, cancelled the booking as a no-show, charged a 100% penalty, and closed out the reservation.  The customer agreed to the vendor’s terms by completing his reservation.
. 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention.   Expedia has stated our positon several times and has nothing further to add.  We respectfully request that the Revdex.com close this complaint.
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Corporate Customer Service
Expedia, Inc.

June 29, 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 [redacted] and [redacted] (Revdex.com case number [redacted]) regarding Spirit Airline baggage rules and fees.
 
Our research reflects that when booking a flight on Expedia.com, the customer is provided with pricing and many airline options for their flight. With regard to Spirit Airlines, a live link is provided under the Spirit Airline options (before booking) that says “Flight details and baggage fees”.  When that link is clicked the following information is provided:
 
Bag fees
Estimated baggage fees charged bySpirit Airlines(Please confirm with airline)
Carry on:
$31.00 - $100.00
1st checked bag:
$26.00 - $100.00
2nd checked bag:
$36.00 - $100.00
How to pay:
Spirit Airline (link)
 
Clicking the live link “Spirit Airlines” on the “How to Pay” line will take the customer to Sprit’s website, where a more in depth breakdown of all baggage options and charges is fully explained. 
 
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. . Expedia.com serves as a third party booking intermediary for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners.
 
Airlines who offer their service on Expedia.com are the merchant of record and they bill the customer directly.  As such, any refund due a customer would come from the airline.  In the case of Spirit, as they do provide the baggage charges on Expedia’s site, along with a link to the full disclosure on their own site, they will not agree to a refund of baggage fees.  Allowing passengers to determine how many bags, if any, they need to travel with, and charging for them individually, is the way Spirit is able to offer such low flight fares.  It is the customer’s responsibility to determine if this pricing model works best for them or whether another airline, that includes baggage cost in their flight pricing, is a better option.
 
Regrettably, Expedia cannot agree to a refund of the customer’s baggage fees and hope that, despite their recent experience, they will continue to use Expedia for future travel arrangements.
 
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 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

June 10, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 her 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 [redacted]) regarding a hotel reservation.  We understand Ms. [redacted] is stating an error occurred while booking the reservation resulting in the incorrect travel date.   On June 9, 2015, we contacted Ms. [redacted] to acknowledge receipt of her Revdex.com complaint, and to reconfirm the itinerary number associated with the issue as it was not provided in the original information. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and are subject to the rules and restrictions of those providers.  The policy provided by the hotel and provided on the Expedia website at the time of the booking stated: Cancellation or Change Policy The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. No refunds will be issued for late check-in or early check-out. Stay extensions require a new reservation.  We can confirm Ms. [redacted] did contact Expedia on April 30, 2015, to request a cancellation for a full refund.  At the time, we were unable to reach the hotel approver for an authorization to process the customer’s request.  An email was sent to Ms. [redacted] stating the same.  In researching further, our investigation was unable to identify any error occurred on the Expedia website at the time of the booking. On June 9, 2015, in an effort to resolve the issue to the customer’s satisfaction, we contacted the hotel to advocate further and the hotel management provided Expedia with an approval to issue the refund.  We contacted Ms. [redacted] to deliver the resolution and restated that the refund would be issued to the original payment used at the time of the booking, which Ms. [redacted] accepted.  The time that it takes for the refund to post to the customer’s account depends on how quickly the credit card company processes these requests. We thank you for allowing us 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,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: The WEB Site for Expedia was conveniently "unavailable" or I would have used it on the day the transactions were being made.  If I had been communicating in writing to Expedia there is no chance for miscommunication, and non of this would be happening now.  Both my wife and I agree, we THOUGHT we heard, in very hard to understand, "English" that there were no NON Stop flights available.   This was found to be untrue, and the agent of Expedia booked based on their own experiences and flight knowledge.  They were unfamiliar with Delta.  This trip was supposed to be a vacation, however it has turned in to a nightmare.  I realize Expedia is a global company, but trying to get connected to someone in the United States to assist is next to impossible.  I nor anyone within my family, and as many as my veteran friends I can reach out to on social media will ever use them again.  There are numerous complaints on line, on the WEB, detailing the questionable ethics of this company.  I did not go to Revdex.com to begin my complaint, as EXPEDIA states, I have numerous records via my phone and my AT&T bill indicating the many, many calls that always ended up in not being switched to the U.S. except twice, then only to hear nothing favorable or promising.  I do implore you Revdex.com to further assist me, knowing full well of many numerous complaints to the Revdex.com in the past regarding this company from many others.  They are a matter of record.  For Expedia to state that they listened and determined is insufficient.  Their poor ethics should negate any statement regarding their findings. Sincerely,
[redacted]

April 18, 2017 Revdex.comExpedia – DuPont, WAComplaint 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 refund.  Our records indicate that on March 7, 2017, Ms. [redacted] booked a seven day car rental online via Expedia.com with [redacted] car rental, picking up on March 15, 2017, and returning on March 22, 2017, itinerary [redacted]. We understand from Ms. [redacted]’s complaint she claims that she returned the car a day early and was overcharged in the amount of $302.33 and requesting a refund.  Upon receipt of Ms. [redacted]’s complaint, we investigated the issues which were brought to our attention. We can confirm that on March 7, 2017, Ms. [redacted] contacted Expedia’s customer service department to get assistance with receiving a refund in the amount of $302.70 for being overcharged. At that time, our representative advised Ms. [redacted] that [redacted]’s billing department was closed.  After further researching this matter, we can confirm that on April 17, 2017, Expedia received an invoice showing that Ms. [redacted] was refunded for an early return fee in the amount of $25.00. Per [redacted] rental car there will be no refunds for early returns. This information was conveyed to Ms. Wrobelwski on March 18, 2017, via email.  Based on the above, Expedia is unable to honor Ms. [redacted]’s refund request. 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, LaToya J[redacted]Corporate Customer Service