Expedia Inc

Complaint: [redacted]I am rejecting this response because: There is no resolution and answer of the posted questions, however I appreciate and thank Revdex.com for the support of addressing this matter.
Sincerely,[redacted]

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

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]

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]

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

October 21, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: 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 promotion refund.  We understand Mr. [redacted] is writing due to his request for a price match being denied.. On October 21, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on October 9, 2015 the customer contacted Expedia to book a Hawaiian vacation package with round trip flights from Seattle to Kona, Hawaii departing on January 27, 2016 and returning February 2, 2016.  His itinerary also includes a reservation at the [redacted] resort for corresponding dates. Mr. [redacted] found a lower price on a competing website and reports being told by our Expedia booking agent that he would qualify for the Best Price Guarantee, however his request for the refund, in the amount of $65.47 and a $50.00 travel coupon was denied.  On October 21, 2015, as a gesture of goodwill, Expedia processed a refund in the amount of $65.47 back to the customer’s original form of payment and added a $50.00 Expedia Travel Coupon.  The time it takes for the credit to be available in his account depends upon how quickly his card company processes refunds.  It is never Expedia’s intention to inconvenience our customers, and we regret the frustration this matter caused Mr. [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,Roseanne G[redacted]Tier 3 Customer ServiceExpedia, Inc.

April 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.
Our records reflect that on February 27, 2017, Ms. [redacted] booked a two room one-night stay at the Rivertown Inn & Suites in downtown Detroit from April 7, 2017, through April 8, 2017.
We understand from Ms. [redacted] that she canceled this booking prior to entering the penalty phase. She states that she received an email confirmation that she would not be charged any fees. Ms. [redacted] says that the hotel charged her credit card $198.40 and she wants a refund for this amount.
After review, we discovered that an Expedia representative addressed this issue and agreed to refund $198.40 to the Ms. [redacted]’s credit card. The refund was processed on April 24, 2017. Refunds like this usually take 3-7 business days to post.
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

Complaint: [redacted]I am rejecting this response because Expedia is lying. I have attached the print out of the page where 40% ad was shown for a specific location "Chanakyapuri". They did not book my hotel in that location. Please see the attached file. I am not going to leave this matter like this. This is FRAUD committed by expedia. They cannot cheat customer like that. I will appreciate my money refunded or else I will be forced to file a law suit and ask for compensation for my time and harassment beside the refund.Sincerely,[redacted]

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

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]

July 6, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  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 from Ms. [redacted]’s complaint she is requesting a refund the penalties sustained for changing her flight.Our records indicate on May 5, 2017 the customer self-booked a package reservations online. The customers round-trip flights are operated by Spirit Airlines are scheduled to depart from Fort Lauderdale, FL to Montego Bay on May 18, 2017 and returning from May 21, 2017. The customer also purchase a “Package Protection Plan”.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 their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. Spirit Airlines was the merchants of record, and the company that charged the customer’s credit card when the changes were made.Expedia offers the “Package Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Customers are also reimbursed for the change fees that are sustained. Please review the summary of coverages below:**For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip.At this time we are unable to authorize a refund of the customers difference in price as it explicitly states within the terms and conditions of the “Package Protection Plan”. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Expedia we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to her insurance purchase before our system asked Ms. [redacted] to complete the reservation online. This information was also available within the confirmation email that was sent on the day of booking.If the customer is seeking further compensation we suggest she await a response from the insurance company. Aon Affinity Berkley Travel is our administrator for assistance and can be reached by calling ###-###-#### or ###-###-####  or email: [redacted]@aon.com. Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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,Hayden J[redacted]Corporate 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

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

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

August 28, 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 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

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]

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

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.
 
As previously advised, on November 28, 2016, the customer was not charged for any reservations.
 
Expedia has no control over the timeframe for the pending authorization to show as released on the customer’s credit card or bank account.
 
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

May 25, 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 our actions on behalf of the customer were not successful.
We have further researched Mr. [redacted]’s issue (Revdex.com case number [redacted]) regarding a refund that we processed earlier.  While we show the promised future travel coupon did apply to his account, the refund unfortunately did not process properly. 
On May 25, 2016 we have again processed the refund in the amount of $35.00.  Our system does show that it has posted successfully. 
Payment Detail
Payment ID:
[redacted]
Date:
5/25/2016
Itinerary:
[redacted]
Amount:
$35.00
Action:
Refunded
Form Of Payment:
MasterCard
Expires:
[redacted]
Card Holder Name:
[redacted]
Processed By:
Expedia
We apologize to the customer for the inconvenience this situation has caused. Thank you for allowing us to address this matter further. 
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.

August 25, 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.
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 Ms. [redacted]’s complaint. At this time we are requesting Ms. [redacted] please provide an itinerary number for her booking and the email address associated with her Expedia account. This information will enable us to appropriately address the situation and upon receipt, Expedia 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