Expedia Inc

October 26, 2016
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia.com is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the refund request. 
 
Our records show on October 1, 2016, Mr. [redacted] self-booked an Expedia.com pay later hotel reservation via itinerary [redacted] with a check-in date of October 9, 2016 in the amount of $83.16. We understand from Mr. [redacted]’s complaint, after booking the reservation a confirmation was received showing the wrong dates. The customer also stated after contacting customer support he was advised a refund would be provided but as of the date of the complaint, no refund has been provided. Mr. [redacted] is requesting for refund to be processed as promised.
 
Upon researching Mr. [redacted]’s complaint, on October 10, 2016, when he brought this matter to our attention, he was advised a refund of $83.16 would be processed once proof of charges is received since this was for a pay later reservation not initially charged by Expedia. An email was sent to Mr. [redacted] requesting an attachment of the proof of charges.
 
Further research shows, an email was received from the customer that only included the email confirmation received at the time of booking. No refund was able to be processed at the time since proper documentation was not received.
 
At this time, we are requesting Mr. [redacted] submit a copy of the charges made by the hotel to his credit card such as statement showing the actual charge. The customer may submit the information through the complaint submission on the Revdex.com website. Upon receipt of this information we will continue with the refund process..
 
Again, thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service

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

April 26, 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 regarding an issue from our customer. We appreciate the Revdex.com allowing us time...

to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Ms. [redacted] (Revdex.com ID # [redacted]) regarding a shuttle reservation. We understand from the complaint that the customer is requesting specific information regarding her shuttle booking. We have forwarded a copy of her itinerary and a copy of the voucher to her email: [redacted]@yahoo.com . We apologize for any inconvenience this may have caused. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

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.

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 11, 2016
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.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding an Activities itinerary.  We understand the customer is requesting to receive the vouchers for activities purchased.
Our records indicate on January 11, 2016, the customer self-booked three activities using Expedia’s website, itinerary number [redacted]. The activities purchased included “Rome in One Day”, “Private Tour: Giza, Museum & Bazaar – 9AM”, and “9AM Tour – 1 Traveler”.
We can confirm Mr. [redacted] contacted Expedia on February 7, 2016, seeking assistance printing the vouchers for his purchased activities. At that time, an Expedia representative attempted to assist the customer but was unable to retrieve the vouchers due to a site error. The agent offered to refund the customer in full but the customer declined.
As we have confirmed we are unable to provide the vouchers for the customer’s activities, our offer to refund still stands. Expedia will cover any increase in price associated with rebooking the activities with the vendors directly. For reimbursement of additional costs, we ask Mr. [redacted] to reply back and provide receipts documenting the additional charges.
We regret the inconvenience the customer experienced regarding 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,
Britt M[redacted]
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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:It holds no validity. Expedia has promised to look into thismatter since June 18, 2015. I finally got a hold of a supervisor sometime endof July who promised that the issue would be resolved within 48 hours. All Iget is automated emails with a bunch of lies yet again. If Expedia appreciatesmy business they can at least work at the matter and not ignore my concerns.  If it helps Expedia filed this as Requested Email: Hotel Complaint - Itin: [redacted]- Case ID : [REQ:E-[redacted]]Sincerely,[redacted]

July 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 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 a refund. On July 20, 2017, we received receipt of the Revdex.com complaint.
 
Our records reflect on November 25, 2016, the customer self-booked a combinable one-way flight reservation for [redacted] and Keenan [redacted]. Travel was on Aeroflot-Russian Airlines, departing August 16, 2017, from New York to Moscow, Russia; and returning on September 17, 2017, from Moscow, Russia to New York. The reservation includes the Total Protection Plan, via itinerary number [redacted].
 
On December 7, 2017, the customer self-booked a flight reservation for Benjamin [redacted]. Travel was on Aeroflot-Russian Airlines, departing on September 4, 2017, from New York to Moscow, Russia; and returning on September 17, 2017, from Moscow, Russia to New York, via itinerary number [redacted].
 
Please note that a combinable one-way fare ticket is a roundtrip itinerary made up of two one-way flights, each with its own fare rules related to the ticket, including cancellation and refund policies. This information, and the fare rules associated with the outbound and return flights, was displayed to the customer at the time of booking.
Upon further researching this matter, we can confirm on January 13, 2017, the customer contacted Expedia to cancel both reservations. The customer advised that they did not have the required travel documentations for both reservations. Expedia contacted the airline; they advised that cancellations and changes must be made before the departure. The airline advised for the customer to provide the information and that they would review the information.
 
In reviewing the account, on February 8, 2017, the airline advised Expedia that they would not authorize the refund and no flight credit. The airline advised that the only option for the customer would be to make the change before the departure date. The airline advised if the tickets were not used, they would be lost value. Expedia advised the customer.
 
On February 12, 2017, the flights were canceled per the customer’s request.
 
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. Aeroflot-Russian Airlines 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 and not Expedia. We must adhere to the airline’s policies.
 
Expedia does not provide Passport/Visa requirements for international travel.  The itinerary does provide a disclaimer for Passport/Visa requirements, which states:
 
Proof of Citizenship is required for international travel.  When children are traveling, additional documentation may also be necessary.  It is your responsibility to meet entry requirements for the countries you are traveling to and connection through
 
Furthermore, at the time of the booking, you did agree to Expedia.com Terms of Use. Our Terms of Use explicitly provides:
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Based on the above, Expedia is unable to honor the refund or  the flight credit.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
 
Sincerely,
 
Delia K[redacted]
Corporate Customer Service

March 3, 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 a refund.  On February 23, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint, however she was not available.
Our records reflect on January 5, 2015, the customer self-book a flight reservation departing August 30, 2015, from New York to Nice, France; returning on September 6, 2015, from Nice, France to New York with Air France.  The customer is requesting full refund or full credit amount.
We can confirm on August 15, 2015, the customer contacted Expedia requesting to cancel the flight, and our agent processed the cancelation.
We can confirm on January 1, 2016, the customer contacted Expedia wanting to rebook the flight using a flight credit.  Our agent rebooked the flight and advised the customer the flight is not confirmed until it has been ticketed.  On that same day we sent an email advising the new flight was not confirmed. 
Further research reflects on February 7, 2016, the customer contacted Expedia requesting a refund; the flight credit was expired.  The agent advised the customer that the credit was expired.  The customer requested to speak with a supervisor and was transferred to a supervisor.  The customer advised that they contacted Expedia to rebook their flight using a previous airline credit; however that was not done at the time of the booking.  The customer is requesting a full refund on the original ticket, or a full flight credit amount.  The supervisor advised the customer that we will honor the credit amount of $1,334.80; however, the customer declined the offer.
The customer has contacted Expedia several times, requesting a full refund or the full flight credit, the customer originally paid $2, 669.60, Expedia is excluding the change fee amount of $300.00 per person.  Also we are dividing the credit amount in half; Expedia did advise the customer that the new flight was not confirmed until ticketed.
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.  We regret any inconvenience this matter has caused.  We will honor Ms. [redacted] credit for the amount of $1,334.80. 
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.  Each vendor has its own specific set of policies and procedures as does each reservation purchased.  Air France is the merchant of record and the company that charged the customer’s credit card, we have to abide by the rules and regulations. Based on the fare rules, the ticket is non-refundable, with a change fee of $300.00, plus any fare difference.     
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

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] [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 11, 2015 Revdex.comE.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 anissue from our customer.  We...

appreciatethe Revdex.com allowing us to address the comments and concerns which have beenbrought to our attention.  Expedia, Inc.is disheartened the customer felt their concerns were not resolved adequatelyby 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 cruise solicitation calls.  We understand the customer is reportingreceiving calls that appear to be from Expedia regarding cruise sales.   On October 11, 2015 we attempted to contact the customer to acknowledgereceipt of their Revdex.com complaint. Expedia would like to thank Ms. [redacted] for telling us about theseincidents. Expedia takes this very seriously and has been made aware thatactivity known as Phishing is being used to attempt to extract information frompeople.  The callers are using Expedia’sname but the calls are not from Expedia.   If aconsumer thinks a phone call they received is a scam, we would ask them toplease send an email to us and tell us the date and time of the call, the phonenumber that called them, what the caller was requesting, what information thecustomer gave them, and the customer’s contact information, in case we havemore questions. If the consumer has a voicemail from the caller, please attachit to the email. Please email any suspicious call information to [email protected] so we caninvestigate.   We ask that consumers do not give any personal information such asaccount information, credit card numbers or passwords to these callers.  If a customer feels they may have providedany sensitive information, we advise that they inform their bank or credit cardcompany so their accounts can be monitored for suspicious activity.  Consumers can readmore about such activities at the following government site: http://www.consumer.ftc.gov/scam-alerts We thank you for allowing us the opportunity to address the issues thatwere brought to our attention.  If youhave any further questions or concerns regarding this matter, please feel freeto contact us.  Sincerely, Roseanne G[redacted]Tier 3 Customer Service

August 6, 2015
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE:  Expedia Case O-[redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business...

Bureau 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 Mr. [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.
Our records indicate that on June 7, 2015, the customer self-booked a flight reservation using Expedia’s website, itinerary [redacted]. Travel was with [redacted] from Dubai, United Arab Emirates to Denver, Colorado, departing on July 2, 2015, and returning on July 19, 2015. On July 18, 2015, Mr. [redacted] contacted Expedia to exchange his ticket to a return flight on July 20, 2015. Due to an error with the ticket re-issue the airline cancelled the itinerary and Expedia re-accommodated Mr. [redacted] to a flight on July 21, 2015. We understand Mr. [redacted] is requesting a refund or credit due to the unsatisfactory customer service provided by Expedia’s Customer Service Team when contacting us for assistance.
We have verified that Mr. [redacted] ticket was successfully reissued on July 19, 2015, and he was able to utilize it in full. We regret his experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience.
Despite his recent experience, we hope Mr. [redacted] will continue to use Expedia for his future travel arrangements. As an offer of good faith, we have provided his online Expedia account with a $50.00 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for his next qualified reservation, and it is valid until one year from the date of this letter. For additional terms and conditions, kindly use the link provided below –
http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp
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]
Tier 3 Customer Service

July 24, 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, 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. Our records reflect on May 29, 2016 the customer accessed Expedia.com and self-booked Itinerary # [redacted] for a stay at the Quality Inn, Kanab, Utah to check in June 25, 2016 and checking out June 27, 2016 for a total price of $197.42 to be collected by the hotel upon completion of booking. The customer is reporting that, upon arrival at the hotel they were told they did not have a reservation. A review of Expedia’s notification system shows the hotel was sent the following room request and receipt of the reservation was confirmed by the hotel’s fax system. • 29 MAY 2016 10:47 AM PDT 1 [redacted] Confirmed [redacted] Reserve • Quality In • 815 E Highway 89, Kanab, UT 84741 USA • 25 JUN 2016 - 27 JUN 2016 • Itinerary Number: [redacted] ([redacted]) • Booking ID: [redacted] • 1 Standard Room, 2 Queen Beds, Non Smoking - Advance Purchase Rate We are sorry to learn about the customer’s experience with the Quality Inn Hotel. As you may know, Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us from the hotel if the accommodations are not satisfactory or there is an issue with their reservation, upon arrival. This enables us to attempt to find a resolution at that time. Expedia shows no record that [redacted] contacted our offices during travel; therefore we were unable to assist with alternate accommodations when they encountered issues. This was a hotel collect itinerary, meaning the Quality Inn was the merchant of record and would be the party to bill the customer. Had they contacted Expedia when they were told by the hotel that they did not have a reservation for them, Expedia’s relocation team would have been able to assist the customer in moving their itinerary to an alternate hotel in the area. As Expedia acted in good faith by notifying the Quality Inn Hotel of the customer’s booking, Expedia was not notified by the hotel that they would not be able to accommodate the customer, and the customer did not contact Expedia from the hotel when they were not provided with a room, Expedia was not given but opportunity to address this problem. Therefore Expedia cannot agree to the customer’s request for compensation in the amount of $500.00. As a courtesy, we have provided the customer’s online Expedia account with a $100.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within their account. We hope they will allow us the opportunity to improve upon their experience in the future. 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

May 30, 2016
 
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the customer service issues.
 
We understand from Ms. [redacted]’s complaint, after the failed attempts to resolve and car reservation issue encountered with customer service, no proper resolution was provided. Ms. [redacted] is requesting a partial refund of account points for poor customer service received.
 
Upon researching the customer’s complaint, our records show on May 11, 2016, Ms. [redacted] contacted customer service regarding her Budget car reservation in which the wrong vehicle was provided. Further research shows, Budget was contacted but was not able to provide any details about the car reservation.
 
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a courtesy a $25.00 Expedia Travel coupon was places on the customer’s account to be use for future travel. As compensation has been provided and the issue resolved to Ms. [redacted]’s desired outcome, Expedia considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel A[redacted]
Tier 3 Customer Service

I am rejecting this because I have saved both confirmation emails and my booking confirmation page and none of them say anything about an additional email or contacting the business to retrieve the key. There is no way customers could have known to do that. Regardless I did speak with someone from Airport Apartments using the contact number at the bottom of my Expedia confirmation (and gave him my confirmation numbers multiple times) and it was a very bizarre experience and it was clear that this company is not reputable. He said there was no reservation for me despite both confirmations and my card payment being processed. I have been using Expedia for years and have never encountered anything like this. Expedia should be liable for businesses it hosts on its site and quite frankly, hosting this listing is unacceptable. It is clear to be that this business has not been properly vetted. I would have never found it without Expedia and, since I paid for something I never received (even after a 45 minute phone call with the "company"), I am pretty sure I was scammed. Following the incident I do not think that Expedia provided adequate customer service and I feel an obligation to move forward with my complaint until Expedia has either removed this listing or sufficiently investigated this business to ensure that no one else is put in the same situation as I was in the future.

October 31, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. Expedia, Inc. is once again responding to the consumer complaint from [redacted]) regarding a refund request. As previously stated, Expedia.com serves as a third party intermediary for travel providers such as airlines, and hotels. We are unable to provide credit for something the hotel will not authorize to refund. [redacted] claims her concern is the fact that we were unable to reach someone at the hotel who could approve a refund the day we were contacted by the customers. [redacted] believes the hotel would have provided a refund. While we did reach an agent at the hotel, the hotel initially did not have someone available who could approve a refund. When Expedia was able to get in touch with someone from the hotel, Expedia advocated on the behalf of the customer and the hotel was provided the reason for the room cancelation as a canceled flight. We still did not get approval for a refund for any of the three itineraries. We gladly accepted [redacted]’s comment as feedback however it is up to the hotel on who they have available at any time to authorize agencies of a refund. Expedia has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfaction. We have once again determined no refund will be provided to [redacted]. At this time we have no other option than to ask the Revdex.com to close this case. 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, Daniel A[redacted] 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 flight.  We understand [redacted] is requesting a refund.
We are still researching the customer complaint and we will respond by October 3, 2016.
 
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

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.
 
Our records indicate on May 14, 2016 the customer booked itinerary #[redacted] at the Cypress Pointe Resort by Diamond Resorts, Orlando, Florida to arrive on May 23, 2016 and checking out May 31, 2016.  At the time of booking the customer agreed to the hotel’s following stated terms and conditions:
 
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.
*             Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
 
The customer contacted Expedia asking to cancel their itinerary due to concerns about the Zika Virus.  The hotel would not agree to a cancellation and refund, offering only to allow a reschedule of the dates of stay.  The customer continued to contact Expedia asking for a refund.
 
It should be noted that the Center for Disease Control is currently listing no known cases of the Zika Virus to have been locally acquired in the state of Florida. 
 
Our records further show that on May 20, 2016, a one-time courtesy refund was processed back to the customer’s original form of payment, in the amount of $712.00.  The time it takes for the credit to be available in the customer’s account depends upon how quickly their bank processes refunds. 
 
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

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. Although, no one never called me back until I made the complaint. thanksSincerely, [redacted]