Expedia 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

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

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

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]

Complaint: [redacted]I am rejecting this response because it should not take even more time to investigate this matter. I have spent hours on the phone, being transferred and continuously placed on hold.  I feel Expedia does not respect my time, so I turn so not respect thier request for more...

time.Sincerely,[redacted]

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

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

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

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]

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

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The refund of $101.14, as requested, has been deposited into my account by Expedia. Thank you Revdex.com. I believe this would have not happen without your assistance.Sincerely, [redacted]

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

Complaint: [redacted]I am rejecting this response because:
I have stopped receiving promotional emails, however I continue to receive account statement emails which I do not want to receive.  I cannot find any way to turn off these emails.  I have explained this to you multiple times.  The subject of the last such email was "Your January statement is ready".
Please stop sending me account update emails.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  Being that they are the third party and we trusted them to take care of us while we traveled, which we have for years if they are saying that this is [redacted] issue then they being the third party company that is booking our flight for us need to work with [redacted] to compensate us for both the additional tickets that we had to purchase because our flight was cancelled and not re booked the tickets we had to buy were $219 we also think that Expedia being the 3rd party that we booked our trip through should work with [redacted] to get us the refund for both the tickets and the roaming charges of $1194.  Why do we use a third party to book our travel through I will tell you so you do not have to deal with situations like this, that is why I am going through the Revdex.com because if this situation is not resolved through both Expedia and [redacted] I would think that this should be a issue that other customer's can see.   They can see that Expedia does not stand by their customers they just try to blame other entities if this is the case then they both need to work together to get this situation resolved asap.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:   I was "told" by Expedia, Inc. in their Revdex.com response letter of October 11th  to contact their client, Receivables Management Services (RMS)
, and notify them  to "stop collection dispute." I called the number provided to Receivalbes Management Services and was told by Jessica Palmer to email Expedia's Revdex.com letter to [email protected].   I emailed all requested information and I requested RMS to "confirm receipt of the email" I sent.
RMS has not confirmed receipt of my email. Nor have I received any assurances, in writing, that crdit bureau adverse notations that may have been put on my rating(s) aree expunged.
 
In as much as RMS was hired by Expedia, Inc., Expedia should contact RMS to stop the collection dispute and provide me with written documentation(s) as requested in my letter to RMS.
 
Once that is done I believe that the matter would be resolved to all partys' satisfaction.
 
Sincerely,[redacted]

November 4, 2015
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 flight reservations.  We understand the customer is stating they encountered difficulties with their recent flight reservations.
Our records indicate on September 12, 2015, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel was on [redacted] , departing November 13, 2015, from Miami, Florida to Santo Domingo, Dominican Republic, returning November 16, 2015, for one passenger.
Upon further research we were able to confirm on October 19, 2015, the customer contacted Expedia regarding the cancellation of their flight reservations. At that time, the Expedia representative advocated on the behalf of the customer with [redacted], who advised the customer’s reservations were cancelled due to a charge back to the customer’s credit card for this reservation, and the customer may contact [redacted] directly to rebook their reservations.
Expedia.com 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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted].
------ When finalizing a reservation on Expedia.com, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Expedia Terms of Use:
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.
Given the above, we are unable to offer the customer any compensation.
We regret that our response cannot be more favorable and hope that, despite your recent experience, you will continue to use Expedia for your future travel arrangements, thereby allowing us the opportunity to restore your faith in our company.  We trust our position in this regard has now been clarified.
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,
Nicole P[redacted]
[redacted]

May 8, 2015                          Revdex.com Alaska, Oregon &Western Washington Complaint Department RE:  Expedia Case O-[redacted] Dear Better...

Business Bureau,  Thank you for taking thetime to contact Expedia regarding an issue from our customer. We appreciate theRevdex.com allowing us time to address the comments and concernswhich have been brought to our attention. Expedia, is disheartened the customerfelt their concerns were not resolved adequately by our company prior toseeking further actions from you. Expedia is responding to the consumercomplaint from Ms. [redacted] (Revdex.com ID number [redacted]) regarding a flight reservation.  Upon receipt of the Revdex.com submission, we have verified on April 26, 2015, this matter was resolved via our Expedia Customer Service. Ms. [redacted] contacted Expedia and her flight exchange was processed with no airline imposed exchange fees.  We thank you for allowing us the opportunity to address the issues,brought to our attention. If you have any further questions or concernsregarding this matter, please feel free to contact us.                                  Sincerely,  [redacted]Tier3 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

The Corporate Team Supervisor from Expedia finally settled the situation with me by booking me another flight with my family at a better time and a different airlines.  No charge was placed on my behalf.   Thank you, [redacted]

March 28, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case: E-[redacted]
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response.
We contacted Ms. [redacted] to gather more information that would allow us to better address her inquiry. We also reviewed the additional information that she provided which referenced the booking in question.
We are pleased to confirm that we processed a refund request in the amount of $220.32 to her original form of payment. The time it takes the refund varies, depending on the time it takes the airline and the credit card company to process 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,
Marlon J[redacted]
Tier 3 Customer Service