Expedia Inc

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

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

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]

Revdex.com
May 6, 2016.
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Expedia.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, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package booking. We understand Mr. [redacted] is requesting a refund of $146.90USD. The customer stated he booked a package reservation via Expedia.com website, after the customer had verified he would receive a 10% discount, in addition to rewards points for being a first time client, booking on Expedia.com. However, the customer stated he did not receive the refund or the points. Per Mr. [redacted], he contacted Expedia.com customer service and was advised his reservation had been purchased into a single use account, which prevented the customer from receiving the promotional benefits. The customer requests to have the 10% discount honored, in addition to the points earned in this purchase. On April 19, 2016, we received receipt of the Revdex.com complaint.
On April 7, 2016, Mr. [redacted] self-booked package reservation via an Expedia.com single use account, itinerary [redacted] with American Airlines and Aria Resort & Casino. Departure is on July 3, 2016 from Boston to Las Vegas. Return is on July 8, 2016 from Las Vegas to Boston. Hotel check-in is also on July 03, 2016 and check-out on July 08, 2016. Package Flight $881.02USD + Hotel $588.05USD = Total amount $1,469.07USD)
Our records indicate on April 8, 2016, the customer contacted Expedia to complaint about the promotion mentioned on paragraph 2. Our agent verified the booking was completed into a single use account. The customer was advised he would not receive the rewards points as he had not met the criteria of Expedia.com Rewards Program; which determines the travelers must be logged into their permanent account and be registered into Expedia.com Rewards Program, in order to receive the points.
In reviewing our records we confirmed Expedia.com did not have a promotion during the time the customer booked the reservation, which would benefit the customer with a 10% discount of the booking. As per the terms and conditions of Expedia.com Rewards Program, the traveler must be logged into a permanent account, in order to receive points for the trips purchased. The points will be released to customer, after the trip is completed, if the customer meets the terms and conditions of Expedia.com Rewards Program; which were accepted by the customer at the time he enrolled the rewards program. Therefore, Expedia will not be able to honor the customer request regarding the reward points, as the reservation is not in compliance to Expedia Rewards Program Terms and Conditions. However, after giving full consideration to Mr. [redacted] complaint, Expedia.com added a $150.00USD travel coupon into the customer’s permanent account, as a one-time courtesy and appreciation for his business.
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,
Misleide B[redacted]
Tier 3 Customer Service

January 12, 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]. We regret to hear that she did not accept our response. The itinerary mentioned by Ms. [redacted] was booked by the customer or an authorized party without the assistance of an Expedia representative. There was only one passenger on this itinerary. We have not been able to confirm any of the issues mentioned in the complaint. We ask that Ms. [redacted] contact our office to elaborate with hopes that we will able to identify the booking in question and view the details of the changes that were referenced in the complaint.
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

April 12, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Mrs. [redacted] (Revdex.com case number [redacted]) regarding an Expedia reservation. The information provided in the customer’s comment was not linked to an account. At this time we are requesting the customer please provide an itinerary number and the email address used to make the reservation. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: Hi, This does not make any sense to me. How can a company who might done business with for years and spent thousands of dollars with failed to try and rectify a situation they created? Like I've mentioned in numerous messages before, I have spent over 10 hours on the phone with you try and resolve this issue with no assistance from your actual team. I have wasted countless hours and been on hold for so long and to only be offered $200  is absolutely ridiculous! My points are still not in my account and there is no timeframe as to when this will happen. This issue happened over two months ago and still not a resolution.  my next step is going to be contacting my lawyer and forced to take this to small claims court for a resolution.
Sincerely,
[redacted]

May 1, 2016
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request. We understand Mr. [redacted] is requesting the refund of a recent hotel stay due to the hotel conditions.
Our records indicate the customer accessed Expedia.com and booked itinerary # [redacted] for a stay at Pacific Shores Inn, San Diego, California checking in on February 25, 2016 and checking out February 26, 2016.  The customer reports that the room was not clean and had no hot water.  Management did not fix the issue when he reported it. He is asking for a refund of his hotel fees.
We are sorry to learn about Mr. [redacted]’s experience with the Pacific Shores Inn.  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 customers to contact us from the hotel if the accommodations are not satisfactory, upon arrival. This enables us to attempt to find a resolution at that time.
As Expedia was not contacted during travel, we were unable to assist with vendor or find alternate accommodations when the customer encountered issues.
Expedia made several attempts to advocate on behalf of the customer and secure permission from the vendor to provide a refund.  However the hotel would not agree, claiming no knowledge of the issues. 
Although the hotel will not agree to a refund, as a one-time courtesy, on May 1, 2016 Expedia has provided a oen time refund in the amount of $89.32 back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in the customer’s account depends upon how quickly his 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

February 10, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Regrettably, the customer has not provided an itinerary number and a search of her name and the email address on this complaint do not return any records.  If Ms. [redacted] would like to provide the itinerary number of the travel she is asking to be refunded, we will be happy to research the matter and reply with any resolution we can offer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Corporate Customer Service

Complaint: [redacted]I am rejecting this response because:  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]

November 3, 2015 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 [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. Our records indicate on July 16, 2015, the customer booked a package reservation which included a flight and hotel reservation. Accommodations were at the [redacted] [redacted] All Inclusive from August 16, 2015, to August 23, 2015. We understand from the complaint, the customer is requesting a refund due to a hotel credit. Expedia strives to provide the highest level of customer service, and we are sorry for the customer’s recent experience. We regret that the service received was less than satisfactory. At this time, we are requesting [redacted] submit the receipts regarding the additional charges incurred. The customer may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Expedia will be able to assist further. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

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

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia, Inc. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund request.  We understand Mr. [redacted] is requesting a refund of a non-refundable hotel booking. On August 6, 2015 we contacted the customer to acknowledge receipt of their Revdex.com complaint and ask for further information to locate his booking.
 
Mr. [redacted] complaint indicates he booked a one night stay at the [redacted] Hotel in Sacramento, California for July 6, 2015, and was not provided the bed type he had expected.  He states he left the hotel and did not use the reservation, however since the hotel is a non-refundable property, he was not provided a refund.  Mr. [redacted] complaint does not provide an itinerary number and regrettably we have been unable to locate his booking under his name or email address. 
 
We are requesting the customer provide the itinerary number, and the email address he booked the reservation under, so we may look into his complaint. 
 
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. 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]

Complaint: [redacted]I am rejecting this response because:
 
I should have guessed that Expedia would only refuse the request for a refund of the "free onboard credit" and not address the unprofessional actions of one of their resolution specialist "managers". There was also no answer as to why every other major website offers the free onboard credit without further paperwork, it's a "free credit" not a rebate, right? This company might be too big to admit their manipulative unethical business practices. But I will make sure to alert as many people as possible of these practices to help other people I know not fall prey to these unethical practices. It's all about the bottom line with Expedia and they still haven't answered my question regarding the unprofessional manager. Please tell me how this will be addressed! Please tell me how a free credit becomes a rebate and you justify it as a business. 
 
Sincerely,[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

June 13, 2016 Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

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

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]

August 31, 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 time...

to address the comments and concerns which have been brought to our attention. Expedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. [redacted] (Revdex.com ID number [redacted]) regarding a car reservation. Upon receipt of the Revdex.com submission, we have verified on August 14, 2016, a refund in the amount of $226.26 was processed and on August 29, 2016, a refund in the amount of $127.68 was processed back to Mr. [redacted]’s original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Lisa S[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:First, in Expedia’s reply, the early check-in, baby crib, and fridge, which I requested and confirmed with Expedia agent before my arrival, are based on availability and Expedia misinformed me. But I have to point out that upon my arrival, the baby crib and early check-in are NOT unavailable at that time. The Days Inn Nashville doesn’t provide baby crib and early check-in all the time. This is totally different with amenities based on availability (like first-come-first-serve).Second, I arrived at Days Inn Nashville at 12:15, Oct.21.2015. However, the Days Inn didn’t allow me to check in until 3 pm. After 1 hour phone communication with Expedia agent, Expedia still cannot find me another hotel with acceptable distance, price, and amenities. Because I have to feed my 5-month old baby, in this case, I have to book another hotel by myself. I request a compensation from Expedia since this extra charge is caused by Expedia and this matter wasted me a lot of time and money. Expedia should give me full refund for the original hotel reservation, waive the hotel cancellation fee, and cannot take this as a part of compensation.Third, as for the $50.00 Expedia coupon, when I contacted Expedia for another hotel from Oct.22 to Oct.24, the agent told me I have $50.00 coupon ALREADY existed in my account. I didn’t get any clue about this $50.00 coupon, which is a part of the compensation for this matter I encountered in Nashville. Now, Expedia take this $50.00 as a solution that is definitely unacceptable. Based on above reasons, I cannot agree with Expedia that this matter has been resolved. What I request is as same as that in my original complaint as following: 1. $175.36 reimbursement for the extra expenses that caused by Expedia and Days Inn (Best Western Sunrise Inn and Suites one night cost on Oct.21.2015). 2. $100.00 cash or Expedia credit that applies to my next trip reservation without expiration date as compensate for all troubles and time and efforts I devoted into this matter.I sincerely hope Revdex.com could help customers to protect their rights. Thanks.Sincerely,[redacted]