Expedia Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still believe that their company is run like a cottage industry with hit or miss, where depending on who gets you on the phone you may or may not resolve the issue in a professional manner. I was lucky the second time I call Expedia, which was actually to complain with them, and an associate helped me resolve my issue after I spoke with 4 people.  It was not easy and took me 2.5 hours on the phone.  
The man who treated me unfairly and hung up the phone on me was Billy R[redacted], who is an embarrassment to Expedia.
THANK YOU Revdex.com!  Sincerely, [redacted]

September 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 an activity reservation.  We understand Mr. [redacted] is requesting to receive the copy of the vouchers or full refund. On September 24, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on September 12, 2016, the customer self-booked an activity reservation for the Arsenal FC vs Tittenham FC Game starting on November 5, 2016. Itinerary Number: [redacted]. The customer is stating they are unable to print out the vouchers needed for the activity.
 
Upon further researching this matter, we can confirm on September 16, 2016, the customer contacted Expedia advising they could not print out the vouchers for the activity. Expedia advised the customer on how to print out the vouchers.
 
 
Expedia was able to contact the vendor Travel Connections; they confirmed they received the reservation for the activity. The vendor sent Expedia a copy of the customer’s voucher. On September 29, 2016, Expedia sent an email to [redacted].[redacted].[redacted]@gmail.com; which is linked to the customer’s account.  Expedia advised the customer that the vendor confirmed the customer reservation is confirmed.
 
Expedia included the vendor’s phone number [redacted] so that the customer can contact the vendor to confirm the reservation. Expedia included an attachment of the copy of the voucher for the customer; which reflects for 6 vouchers in total.
 
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

September 21, 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 [redacted] (Revdex.com case number [redacted]) regarding a refund request for a hotel reservation.
 
Our records reflect on August 18, 2017 the customer accessed Expedia.com and self-booked itinerary # [redacted] for a stay at Hampton Inn Jacksonville FL to check in September 1, 2017 and check out September 4, 2017.  The terms of the booking, provided by the vendor and agreed to by the customer prior to booking state:
 
Cancellation and Change Policy: Non-Refundable 
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
 
Expedia acts only as a third party booking intermediary for vendors, who utilize our site to offer travel services.  As such we must abide by the terms and decisions of the vendors. 
 
The customer did not arrive on his check in date and the vendor marked him as a no-show and cancelled his reservation, which is customary by hotel vendors.  The customer did not contact the hotel or Expedia on his check in date to request that his reservation be kept active and check in changed to September 2, 2017.  A room being guaranteed for “late” check in means the hotel will not assign the room to a new same day customer late in the evening, if the customer arrives late at night.  However, if the customer does not show up at all, or make contact, on the first date of the reservation, then they are a no-show, not a late arrival. 
 
Expedia has contacted the hotel and two separate occasions to advocate on behalf of the customer, requesting approval to provide a partial refund.  The hotel has denied the requests and advised they will not refund any of the hotel fees.  Expedia cannot provide a refund without the agreement of the vendor. Regrettably, as the vendor will not allow a refund, we are unable to agree to the customer’s request.
 
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 Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:We had tried to call the Expedia twice waiting for 45 minutes and then again waiting for one hour, without any agent picking up at Expedia. Per the email we attached to our original complaint, we then requested a call back or a direct number to comply with Expedia’s request to only accept claims via phone. This only triggered canned messages that we had to call the dead end number. The fact that even in the response to the Revdex.com Expedia did not provide a direct phone contact to address the specifics of our complaint (false advertising), gives reason to believe that Expedia by design of their customer support process does not want customers to reach Expedia for complaint resolution. In addition, it is not correct that we did not ask for a way to remedy the fact that the images shown on Expedia where not what we ended up getting. On the day of arrival, we talked to the manager who advised us that it was not the hotels responsibility what images Expedia was putting on their website. The next day, I went to see the manager again and asked what he could do to remedy the situation. He responded that he couldn't do anything and that I had to work through Expedia. On the other end, Expedia is retreating to the position that they just take the images provided by the hotel, and that they are not responsible for whether they reflect reality or not. Where does this leave us?Hence, we would appreciate if you could further assist us in this matter. If Expedia is insisting on a call, it should be possible to schedule one between an Expedia representative who is empowered to decide a mutually amenable resolution, the Revdex.com and ourselves?Sincerely,[redacted]

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 24, 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 hotel reservation. We understand you are seeking a refund for a hotel reservation booked through Expedia.   We researched this matter further and our records indicate a reservation for Knights Inn was booked using our mobile site by the Mr/Ms [redacted] or an authorized user to their Expedia account. We show contact was made to our customer regarding a refund on September 15th. The reservation was non-refundable so the agent documented they contacted the hotel and the hotel indicated they reservations showed it was used so they declined to approve a refund.   We contacted the hotel again and they apologized for the previous miscommunication as the reservation showed it was not used by the customer. Taking into account the customer did not use the reservation and the wrong location was booked we have refunded your credit card $129.20; you should expected to receive your refund within 15 business days. We apologize for any inconvenience this may have caused you.   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

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]

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 taking the time to review my case.
Sincerely, [redacted]

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

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]

February 12,2018   Revdex.com Northeast Texas              Complaint Department   RE: Expedia Inc case [redacted]   Dear Revdex.com,    Thank you for taking the time to contact...

Expedia.com.au regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.com.au is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Expedia.com.au is responding to the consumer complaint from Mr [redacted] (Revdex.com case number [redacted]) regarding his package booking. We understand Mr [redacted] is seeking a refund for the flight booking. We have investigated and identified, that a schedule change has happened on his booking. We contacted the airline and got waiver for free of charge cancellation. We contacted the customer and processed the complete refund of flight booking as well as covered the refund of the insurance purchased.   The refund of 3570.98 AUD is successfully processed in the original form of payment and will reflect within 7 working days. The customer is satisfied with the resolution provided. Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Kind Regards,  Purnima C[redacted]  Priority Customer Escalations Agent,  Expedia.com.au

June29, 2015 BetterBusiness Bureau Alaska,Oregon & Western Washington ComplaintDepartment Re:Case ID O-[redacted]Revdex.comComplaint #[redacted] DearRevdex.com,  Thankyou for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted]. We understand  the customer wasable to follow the suggestion of our previous response and contact an Expediaagent for assistance in cancelling her plane reservations. Aswe mentioned earlier, all flight bookings must be agent cancelled with theairlines and cannot be done online by customers.  We will allow the agent the customer spokewith the time to provide the support emails she is expecting and will beclosing out this case.  Weapologize to the customer for the inconvenience this situation has caused.  Again, we thank you for allowing us theopportunity to re-address the issues that were brought to our attention. Asthis matter has been resolved, we respectfully request the Revdex.com close this caseonce the customer reports the matter finalized. If you have any further questions or concernsregarding this matter, please feel free to contact us.  Sincerely,RoseanneG[redacted] Tier3 – Customer ServiceExpedia,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]

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

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

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

September 18, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing...

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

February 24, 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 package reservation.  We understand Mr. [redacted] is requesting a refund.  On February 24, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint, however he was not available.
Our records reflect February 3, 2016, the customer self-book a package reservation using Expedia.com.  Travel was on Korean Air, departing February 5, 2016, from Seoul, South Korea to Hong Kong; returning on February 9, 2016, from Hong Kong to Seoul, South Korea on Korean Air with a connection in Xiamen, China. The hotel stay was at Maila Hotel, check-in date of February 5, 2016, and check-out date of February 9, 2016.  The customer is stating a flight delay caused him to miss the return flight with Korean Air. 
Expedia serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and are subject to the rules and restrictions of the vendors.  As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. For international travel, we also advise our customers that it is their responsibility to secure required travel documents.
We can confirm on February 9, 2016, the customer contacted Expedia stating he had no return flight. Mr. [redacted] had missed his flight due to the time spent clearing immigration. While contacting the airline, the call disconnected. We were unable to reach the customer; however, the airline advised they could not rebooked the customer as the ticket was a codeshare with Cathay Pacific. In addition, the airline had notated the record as a customer no show.
In reviewing our call record, Mr. [redacted] did contact us again on February 9, 2016. Our agent was able to reconfirm that Korean Air had rebooked him on a departure flight for February 10, 2016, to Seoul, South Korea at 1:30pm.  The customer requested to be rebooked on an earlier flight as he wanted to leave China quickly. Once again, we had to contact the airline to determine if fees would be associated with the change. During this hold time, the call was again disconnected. We apologize for the inconvenience the customer encountered regarding these disconnections.
Mr. [redacted] flight record is reflecting the return flight was not used. On February 23, 2016, Expedia advocated on the customer behalf and contacted Korean Air. The airline stated they would consider a refund for the return flight; however, Expedia would need to submit the request.  Expedia has complied with the request and submitted the email.  We hope the customer understands, Expedia must adhere to the airline policy. Expedia was not the merchant of record or the company that received the funds. We will only process a refund should the airline approve the request.
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:I have never booked a smoking room in all of my experience with using Expedia. Largely because it has always been well documented whether a room was smoking or non Now, that information is hidden at the bottom of the room descriptions, need three clicks to even find it, and there is coding errors within the text (&nasb;) so I'm not even convinced it was there properly when I made the booking. Given the way it was listed, it leads to my concluding that Expedia is burying this info on purpose in order to create these kinds of issues. (The hotel clerk even commented: "This happens all the time with Expedia...") Beyond that, it is completely unacceptable for the resolution to even getting a refund should take 5-days when someones travel needs are an immediate concern. It is clear that Expedia cares more about making a buck and does not care about providing quality products or customer support. I have deleted the Expedia app and have requested my Expedia account be permanently deleted. 
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