Expedia Inc

Complaint: [redacted]
I am rejecting this response because:  We had 7 rooms booked with Expedia which included 4 rental cars for our family Christmas vacation. Since we already had our airline reservations purchased arriving in Cancun at 5 p.m. There is no way that I would request one of 4 cars at 11:am.  This was an Expedia error, which I tried to correct using 5 hours of my time unsuccessfully.  Furthermore, when we were on the telephone with Expedia making the initial reservations, there was so much confusion and we got disconnected before we could verify that the insurance was on all 4 cars and that they had reserved all cars to be rented when we arrived.  Once we realized the mistakes, we called Expedia several times trying to get these things corrected.  Each time we waited on the telephone for hours only to learn that Expedia gave up trying to reach [redacted] Rental cars as they never answered their phones to correct the problems.  Upon arriving at the Cancun airport with 13 family members and no rental cars since they all had been cancelled, we had an immediate problem to solve, which cost us $800 plus which we had not counted on.  We booked and dealt with Expedia, and not their vendor.
Sincerely,
[redacted]

May 2, 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 [redacted]. We have reviewed his refund request and confirmed that on April...

14, 2016, a refund was issued for the requested amount of $252.78 to the original form of payment. We regret any convenience that Mr. [redacted] may have encountered related to this issue.
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

July 21, 2015 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 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 reservation. On June 24, 2015, the customer contacted Expedia requesting a refund due to the customer being double billed. The assisting representative advised the customer to submit a fax with the detailed charges. On July 21, 2015, Expedia processed a refund in the amount of $83.67 back to Mr. [redacted]’s original form of payment. The time it takes to post the refund to his account depends on how quickly his credit card company processes refunds. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

July 6, 2016
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on April 24, 2016, Mr. [redacted] booked an Expedia Vacation Package which included a car rental, travel insurance and a three night stay at the Days Inn from May 27, 2016, through May 30, 2016. The price of the entire package was $515.79. We understand from Mr. [redacted]’s complaint that he did not receive a confirmation for the booking so he contacted our office to confirm. No booking was found for him, so he booked a second itinerary. Mr. [redacted] states that he later discovered that he had in fact been charged for the April 4th booking (itinerary # [redacted]) but, our records confirm that he was charged $515.79 for the booking. On May 14, 2016, we processed a refund to Mr. [redacted] for the car rental and insurance for $177.15. On July 14, 2016, we processed a refund of the balance, $338.64 to the original form of payment. Refunds like this usually take 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

January 27, 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] (Revdex.com case number [redacted]) regarding a refund request.  We understand the customer is requesting cancellation and refund of a vacation package. On January 27, 2016 we contacted the customer to acknowledge receipt of their Revdex.com. 
Our records indicate on January 6, 2016 the customer accessed Expeida.com and booked itinerary [redacted] with round trip flights from [redacted], [redacted] to [redacted], [redacted] leaving February 14, 2016 and returning February 18, 2016.  The itinerary includes a stay at [redacted] Marien - All Inclusive resorts with corresponding dates.
The customer is requesting cancellation and a full refund due to health concerns, regarding her pregnancy and the Sika Virus.  On January 27, 2016 we spoke with American Airlines to ask their policy on cancellations and refunds due to health concerns.  They have provided the information that at this time The [redacted] is not considered a Sika Virus affected country, so cancellation with full refund is not currently provided for this destination.  They have advised that the $200.00 per ticket penalty would be in effect, if the customer chooses to cancel or reschedule.  However, they do have a review department where the customer can submit proof of pregnancy, and doctors’ orders to avoid travel, and they will consider each case submitted on an individual basis.  The customer can submit their request online to Prefunds.AA.Com with all information and American Airlines will consider their request.
Expedia.com serves as a third party 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.
At this time, no cancellation or refund for any part of the customer’s itinerary has been processed.  If the customer does wish for Expedia to cancel or reschedule their itinerary they should contact us at 1-800-EXPEDIA (1-800-397-3342). Our agents are available 24 hours a day, seven days a week. 
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:In response to the information they are requesting.  The itinerary number is [redacted]The email address associated with the reservation is [redacted]@yahoo.com  
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 it should not take even more time to investigate this matter. I have spent hours on the phone, being transferred and continuously placed on hold.  I feel Expedia does not respect my time, so I turn so not respect thier request for more...

time.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: until I get the refund back then I can accept their respond, due to their poor communication and or customer service, I cannot guarantee their words in other words I can't trust them anymore. So till then, I will wait till I see the refund back to my account.Sincerely,[redacted]

September 11, 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 August 20, 2015, Mr. [redacted] booked a one-night reservation at the [redacted] from August 21, 2015, through August 22, 2015, utilizing our Unpublished Rate promotion. When a customer books an Expedia Unpublished Rate hotel (also known as "opaque"), they do not know the hotel name until after booking. Before purchase, the customer must accept the Rules and Restrictions which state "ALL BOOKINGS ARE FINAL and cannot be cancelled, refunded, changed, exchanged, or transferred. According to Mr. [redacted], he requested a location with a 3 star rating, but was booked at a 2 star location instead. He contacted our office to request that we issue a full refund or an upgrade to a 3 star property. In his Revdex.com complaint, Mr. [redacted] is asking for an additional $255.00 for time spent addressing this issue with our customer service representatives.
Mr. [redacted] contacted our office on August 20, 2015, and discussed the matter with Expedia representatives. Although his refund request was denied due to the property being deemed non-refundable, in good faith, we issued a $100.00 Expedia Travel Coupon which is valid through August 19, 2016.
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. While we do not view this complaint as something Expedia is responsible for, because we value Mr. [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint. A refund in the amount of $63.69 was issued to his 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. Expedia is unable to honor Mr. [redacted]’s request for compensation for time spend discussing his dispute.
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:I have reviewed the response made by the business in reference to complaint ID [redacted], and I am fine with request from Expedia for additional time to resolve the situation.Sincerely, [redacted]

June 4, 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. Our records reflect that on May 8, 2015, Mrs. [redacted] booked a one-way flight from Houston, Texas to St. Louis, Missouri, traveling on May 19, 2015. We understand from Mrs. [redacted] complaint that she arrived at the airport on May 19, 2015, and was informed that her as her ticket could not be located. She stated that the ticket had been changed from [redacted] to [redacted]. On May 4, 2015, we contacted [redacted] on Mrs. [redacted] behalf to inquire about her ticket. We were told that her flight had been delayed over a half hour which would have caused a misconnection. As a result, they agreed to offer Mrs. [redacted] a full refund to her original form of payment. She can expect her refund to arrive in her account in seven to ten business days per [redacted] 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, [redacted] Tier 3 Customer Service

January 4, 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 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 Mr. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. The information provided in the customer’s comment was not linked to an account or itinerary. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. 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

September 20, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: O-[redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Mr. [redacted] is requesting a refund On September 20, 2015 we attempted to contact the customer to acknowledge receipt of their Revdex.com complaint.
 
Our records indicate the customer is referring to a resort reservation booked through Expedia.com but no itinerary number is provided in the complaint and were unable to locate the itinerary using the customer’s email address provided.  Expedia regrets that we are not able to provide a resolution at this time.
 
If the customer would respond and provide the itinerary number for this reservation and the email address used when booking we would be happy to look into this matter further, and if approved by the resort, provide the requested 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,
 
Roseanne G[redacted]
Tier 3 Customer Service

November 29, 2016
 
 
Revdex.com
Alaska, Oregon, & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand [redacted] is requesting a refund. On November 25, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on October 20, 2016, the customer self-booked a flight reservation for Nagwa Fanous. Travel is on Egypt Air, departing November 19, 2016, from Cairo, Egypt to New York; returning on January 3, 2017, from New York to Cairo, Egypt. The customer is stating they were misinformed regarding the baggage.
 
 
Upon further researching this matter, we can confirm on November 21, 2016, the customer contacted Expedia via email. The customer advising that they were misinformed by Egypt Airline website regarding the baggage. The customer advised that the Expedia confirmation and the Egypt Airline website showed the bags would be for fee. The customer advised once the traveler arrived at the airport the Egypt Air did not allow one of the traveler’s bags to be checked.
 
In reviewing the customer’s account, the itinerary confirmation does reflect that there are no fees for carry-ons or the first and second checked bags. The Expedia confirmation does advise the customer to review the airline’s policy regarding the bags by selecting the link for Egypt Air.
 
The link takes the customer onto Egypt Air website, under baggage. The site does clearly advise the customer that for international routes on economy class, the airline allows two pieces 23kgs/50lbs and 158cm/62in, and one hand piece luggage. The site does state that any bag over 32kg the airline will not accept the bag and must be shipped separately as freight or cargo.
 
Based on the airline policy the ticket is nonrefundable.
 
Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies.
 
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. Should they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation. This gives Expedia the opportunity to provide an appropriate resolution.
 
We hope the customer understands Expedia cannot honor the request for the refund.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Tier 3 Customer Service

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

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

October 6, 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 package booked using Expedia Inc.  We understand you are seeking a refund for a hotel and flight booked through Expedia. We researched this matter further and our records show a package reservation was booked on our website by [redacted] or an authorized user to their Expedia account on September 20, 2017.   We show that our office was contacted on September 25th via email regarding the price decreasing and the customer was seeking a credit for the difference in price. The customer received a response and was advised on our process of completing a request for a price match, the customer was also advised that our call volume was higher than normal due to severe weather conditions.   We understand the customer was waiting on a call back however because the reservation needed to be cancelled within a 24 hour period, it is the customer’s responsibility to ensure they reached an agent to cancel the reservation as standard rules would apply after the 24 hour period ended. The customer also had the ability to complete the cancellation directly at the website by logging into their Expedia account and clicking on “My Trips” prior to the 24 hours of booking.   The hotel rules the customer agreed to during the booking path are as follows:   Cancellations or changes made after 11:59 PM local hotel time, Thursday, November 16, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees However the flights were non-refundable at the time of purchase and a $200.00 per person change fee plus any difference in fare would be charged for changes made to the flight reservation. 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. We hope you understand that we must adhere to the rules and regulations of the air carrier, including their cancellation and refund policies.   While we understand [redacted]’s concerns we are unable to honor a refund in this matter.   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

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. HOWEVER, it is only for short extension of time. My travel to and from Chicago is undisputed and if they check their records, the trip was made. I attach herewith a copy of my trip itinerary that I kept and a copy of the Boarding pass. As they can see, I have paid for the trip and I am entitled to the credit due me. I had no idea that Expedia's staff has made no measure of effort to correct my records. I am not given the credit for booking the travel through Expedia. I also have not received any credit for the frequent miles that is due me and my companion. I tried to speak with Expedia several times prior to the trip and post trip and they are horrible. I also want to add something...and that recently, my DEBIT card was used in CHICAGO and a fraud alert was sent to me by my bank and they froze my account. I have not travelled to Chicago since the trip we are discussing and have no need to use the card in Chicago. I can only speculate that someone in Chicago who has had access to my credit information may have used it. I want a solution for this trip and also for my Budapest trip. I am sick of companies that lack any responsibility whatsoever and I am not willing to let this go again, and again.  This is customer service business with credit card information. I want a solution and positive one in my favor. 
Sincerely, [redacted]

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

May 11, 2015, 2015 Re: Expedia Case#’s: O-[redacted] 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 his 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 car rental reservation and a package vacation.  We understand Mr. [redacted] is requesting a refund of $2156.56.  On April 30, 2015 we contacted Mr. [redacted] to acknowledge receipt of his Revdex.com complaint. Our records indicate on April 8, 2015, our customer service representative assisted the customer in booking a vacation package for travel on April 16, 2015 with [redacted] from Evansville, IN to Phoenix, AZ with a connection in Charlotte, NC. and returning on April 21, 2015.  Hotel reservations was  with the [redacted] hotel for the [redacted] Room, one king bed with a request for a garden view.  Additionally, we booked a car reservation for Mr. [redacted] with  [redacted] Rent A Car for pick-up at the Phoenix airport on April 16, 2015.   Expedia.com serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers.  However, 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 while at the property so that we can provide an appropriate resolution.  Unfortunately, we were unable to locate any record of contact form the customer to report his concerns regarding the hotel changes that were made by the hotel for the room reservation.    We can confirm on April 25, 2015, we received a call from Mr. [redacted] stating that he was billed twice for the car rental.  We researched the customer’s reservation and confirmed the car rental was booked separately from the package and the customer was not charged in advance; the customer chose the option to submit payment directly to [redacted] at the end of the car rental period.  To investigate Mr. [redacted]’s claim of not receiving the services he booked, we contacted the reservations department at the [redacted] hotel and spoke with [redacted].  She confirmed the hotel was unable to provide the original room booked by Mr. [redacted], but its place, provided the customer with an upgrade with a better view at no additional charge.  The customer accepted the upgrade, so the hotel considers the issue resolved.  With regards to the seating arrangement on the flight, Expedia does not guarantee any specific seat on the flight.  As stated on the booking confirmation any specific seat requests must be addressed with the airline directly.  As the reservation was fully utilized, Expedia is unable to provide a refund for the vacation package. Despite the customer’s recent experience, we encourage Mr. [redacted] to continue to use Expedia for future travel arrangements. As a gesture of goodwill we have placed a $50.00 travel voucher to use on a future booking.   The Terms and Conditions for Use of the Coupon is provided below: http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp 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,[redacted]Tier 3 Customer Service