Expedia Inc

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

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

June 30, 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 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 May 18, 2015, the customer self-booked a hotel reservation using the Expedia.com website. Accommodations were at the [redacted], a [redacted] May 20, 2015, to May 21, 2015. The customer is requesting a refund. Upon receipt of the Revdex.com submission, we have verified on May 23, 2015, the customer contacted Expedia via e-mail stating his hotel does not have a pool as indicated on the Expedia website. Expedia replied to Mr. [redacted] e-mail stating the hotel advised that they do have a pool and to contact us via phone. According to the hotel information at the time of booking and which can be found on the customer’s confirmed itinerary he received at the completion of his booking, a pool is located in the same building connected to their lobby at the [redacted]. Expedia relies on our hotel vendors to provide up-to-date and accurate information so we may post this information on our website for our valued customers. 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] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:the booking made made through Expedia and Expedia continues to let this place operate. Expedia does NOT take responsibility for frauds committed through their website and Using the Expedia resources and name . The refund to a credit card was never made and Expedia continues to pass the responsibility to a hotel even though the money was paid through the Expedia website.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I still believe that Expedia should have resolved the issue much earlier than the did and without the need to involve the Revdex.com. I am grateful to you (Revdex.com) for your assistance in this matter and wish you every success in the future.
Sincerely,
[redacted]

December 25, 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, 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.
Unfortunately we were unable to locate Ms. [redacted] account or itinerary with the information provided. At this time we are requesting Ms. [redacted] please provide the email address associated to the itineraries mentioned. 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 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

April 25, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs. [redacted]. Expedia, Inc. is responding to the consumer complaint Mrs. [redacted] (Revdex.com case number [redacted]) regarding an Expedia reservation. We regret that the customer’s experience was not as we would have hoped, and any subsequent inconvenience caused. Expedia.com uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availability. As airlines fill flights or change fares, the database immediately reflects those changes. We encourage customer feedback in our ongoing effort to improve upon the customer experience. In addition, Mrs. [redacted]’s comments will be forwarded to the appropriate department to utilize for further training and improvements in our services. 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

June 22, 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 a car reservation refund request. Our records show on November 20, 2015, Ms. [redacted] self-booked an Expedia.com package reservation which included a car rental via booking number [redacted], with a vehicle pick up date of May 27, 2016 in the amount of $230.09 for the car rental alone. We understand from Mr. [redacted]’s complaint, she was not aware that a credit card was necessary to pick up the vehicle at the car rental location. The customer is requesting a refund of the additional amount billed by the car rental company due to Expedia not providing information regarding needing a credit card. Upon researching the customer’s complaint, we can confirm as of June 9, 2016, when Ms. [redacted] brought this matter to our attention via social media, the case was researched and as a courtesy a refund in the amount of $117.00 was processed back to the original form of payment. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been 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, Daniel A[redacted] Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because:
I find it unacceptable that Expedia is "willing" to refund the $29 as a "one time courtesy." As if this is something I'm trying to get for free. It is unacceptable that a business does not want to take responsibility for their actions and their shady ways. And won't even apologize!! Sure, I'll take the $29 dollar refund. But the point of my complaint is to make Expedia accountable for their lies and bad customer service. 
Sincerely,[redacted]

January 28, 2018 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 the customers complaint she is requesting a refund of the credit of the reservation.Our records indicate on August 31, 2017 the customer self-booked a package with a roundtrip flight on Expedia site. The customers flights are operated by United Airlines are scheduled to depart from St. Louis to Denver on October 27, 2017 and returning on October 29, 2017. The customer dud not purchase insurance.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. The flights merchant of record is United Airlines, and the companies that charged the customer’s credit card. We hope Ms. [redacted] understands we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable non-transferable and no changes were allowed. The customer purchased a basic economy fare ticket. Via her confirmation email she was advised of the terms and conditions below. We can confirm that on August 31, 2017 the customer was sent a confirmation email that stated the following:Restrictions include: Voluntary ticket changes or refunds are not permitted except as stated in the United 24-hour flexible booking policy 3Due to the information provided to the customer at the time of booking we are unable to offer any refunds as this flight was non-changeable.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J[redacted]Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This is how expedia should resolve this issue at the beginning. I give my card info to Expedia and trust them. Therefore, they should do what they have promised to customers. I regret that being such a successful OTA, Expedia does what it should do only after a customer spends hours communicating with them and complaining to Revdex.com.  
Sincerely,
[redacted]

July 26, 2015
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
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 inquiring about a Best Price Guarantee offer.
 
Our records indicate on July 10, 2015 the customer accessed Expedia.com to book a hotel reservation at the [redacted] [redacted] in Baltimore, Maryland arriving on July 16, 2015 and checking out July 17, 2015. 
 
The customer contacted Expedia on July 13, 2015 asking for a refund due to our Best Price Guarantee and was told we would be unable to agree to his request because he had not followed the procedure of submitting a request form online within 24 hours for review. 
 
At your request, we have reviewed Mr. [redacted] case again; however we are still unable to provide a refund for his reservation.   This request does not meet the terms and conditions set forth in our Best Price Guarantee.  Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website within 24-hrs of the booking.  The price match request must be submitted online within 24 hours of the original booking. The lower priced itinerary needs to meet specific requirements to qualify. The following link to the Expedia Best Price Guarantee Terms and Conditions are provided on the website and can be accessed through the following link, for the customer’s review:[redacted]
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Roseanne G[redacted]
Tier 3 Customer Service

Complaint: [redacted]I am rejecting this response because: The geniuses at Expedia can't realize that now the dates have passed for what I paid for. Their solution of just refunding my money would not have allowed me to go on the tours. In addition to a refund I will seek compensation for further damages caused by Expedia's negligence and fail to act. I am also demanding interest for the time the money was stolen from me. I continue to be dissatisfied by Expedia's lack of initiative in resolving this issue. I had to file a complaint to get a genuine response. Actions will have consequences.

June 22, 2017                          Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE:  Expedia Case [redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.After further investigation and conversation with the hotel they advised that they will not be refunded the customer for the other night of his reservation. Due to the hotels error Expedia has agreed to refund the full amount of the reservation.  The customer should see the refund within 1-2 billing cycles. If any of the refunds have not shown on the customers statement we suggest he contact his banking institution.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.            Sincerely,Hayden J[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] (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 4, 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 is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding vacation package reservations. We understand the customer is requesting the Best Price Guarantee.
Our records indicate on June 22, 2015, the customer booking a flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Expedia.com website. Travel was on [redacted] departing July 23, 2015, from Denver, Colorado to Las Vegas, Nevada, returning July 26, 2015, for two passengers. Hotel accommodations were at [redacted] checking in July 23, 2015, for three nights.
Upon further research we were able to confirm that we have not received the customer’s Best Price Guarantee submission. In order to better assist the customer’s concerns, we request the customer to submit copies of the screenshots submitted so that we may further review the customer’s submission request. The customer may submit the screenshot attachments through the Revdex.com’s submission link.
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]
Tier 3 Customer Service
 %3

July 27, 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 through our Best Price Guarantee offer.
 
Our records reflect on May7, 2016 the customer accessed Expedia.com and booked a stay at the [redacted] Hotel in Provincetown, Massachusetts to check in on July 21, 2016 and checking out July 22, 2016.  The customer found a lower offer for the hotel and requested a refund through our Best Price Guarantee program, which was found not to meet the requirements of the program. 
 
At your request, we have reviewed the information again. The request does not meet the terms and conditions set forth in our Best Price Guarantee.  Under the Best Price Guarantee (BPG) program, Expedia will credit or refund the difference in price of the itinerary, if a customer finds a lower rate on Expedia.com or on another US based website that meets the program guidelines.  The price match request must be submitted online and be an identical match to original booking, including terms and conditions such as the cancellation policy. The lower priced itinerary needs to meet specific requirements to qualify and the screen shot of the comparison booking must be of a fully booked itinerary up to the point where it shows the full cost of the reservation, if the customer were to proceed with paying for it, including all taxes and hotel fees.
 
The following link is to the Expedia Best Price Guarantee Terms and Conditions as provided on the website:
 
http://www.expedia.com/p/info-other/guarantees.htm?mcicid=hp.bpg"US:
 
Ms. [redacted]’s first request contained a screen shot of the banner page on Trip Advisor.  Trip Advisor is not an actual booking site.  It is a comparison site that gathers information from many companies and the banner pricing it shows is an estimate price, The second request from the customer is a link to the hotel’s site, but again does not have a booking screen shot for comparison, as required by the terms of this promotion.  This caused the review team to reject the request.
 
It is never Expedia’s intention to inconvenience or frustrate our valued customers; however it is necessary for the terms of our promotions to be met so that all customers are treated equally. 
 
While we cannot provide a Best Price Guarantee Refund, because the terms of the promotion were not met, as a courtesy, we have provided the customer’s online Expedia account with a $50.00 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 her account. We hope she will allow us the opportunity to serve her again 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

Revdex.com:
I finally received a refund from U-Save therefore this issue has been resolved.However, I will say that I am still not happy with Expedia and do not consider them a trustworthy company. I do not believe that I would have received this refund if I hadn't followed up with Revdex.com and with my bank. When I was fighting the charge on my own, they did not help me.Thanks,[redacted]

til we can evaluate further.
April 19, 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 Best Price Guarantee.  We understand Ms. [redacted] submitted a request for price matching and has not received an answer.
We were unable to locate the original submission from Ms. [redacted] and attempts to reach her by phone were not successful.  We have sent her an email and ask her to respond to it with the information she submitted, which would include a screen capture of the lower priced trip she found.  Once we have that information, which she can email directly back to us or can send through the Revdex.com, we will immediately research this matter and provide a resolution. 
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

Complaint: [redacted]I am rejecting this response because the Expedia account of the details are not correct.  I did not cancel anything on 10/13/16. I booked and cancelled on the same day, 10/4/16.  Expedia should pull the agent's call recording from the evening of 10/4/2017 at 5:21 PM Eastern.  Once they listen to the call they will see the agent contacted the [redacted] while I was on the line and spoke to a manager.  The agent then reported back to me the [redacted] would penalize me one day for the cancellation and I would be refunded $513.99. She further stated the refund could take 5 - 7 business days to post.  I'm deeply saddened and disturbed  that Expedia would allow such a deceptive practice by an agents.  I'm requesting the extra $213.99 to bring the total refund to $513.99 as was told to me by the Expedia agent on 10/4.Sincerely,[redacted]