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. Credit has been issued to my credit card as promised, but I have not received the Expedia Account Credit as detailed.  I will contact the Customer Service Number provided on their web page to follow up on this part of the resolution.  Once this is credited to my account I will confirm the issue closed.
 
Below is an excerpt from Expedia's Response:
Our case notes show this matter was resolved on July 19, 2016 when the customer spoke to an Expedia agent who refunded $400.00 back to the customer’s original form of payment.  The amount of time it takes for the credit to be available in their account depends upon how quickly their bank processes refunds. 
Additionally, as a courtesy, we have provided her 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 her permanent account under [redacted]@comcast.net. We hope Ms. [redacted] will allow us the opportunity to improve upon her experience in the future.
Sincerely, [redacted]

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]

October 12, 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, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us...

to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on August 20, 2015, Mr. [redacted] booked an Expedia Vacation Package online which included roundtrip flights and a five-night stay at the [redacted] in Punta Cana from November 16, 2015, through November 21, 2015.
Mr. [redacted] contacted our office on August 20, 2015, and informed us that an error was made during booking regarding the return flight. It was agreed that the package would be canceled and rebooked with the correct return flight. Regrettably the agent who assisted Mr. [redacted] made the exact same error while booking the new package. The new package was canceled and refunded and a third package was booked. Refunds were issue for the first two bookings which caused several debits and credit to appear on Mr. [redacted] billing statement.
Mr. [redacted] contacted our office several times to dispute the refund amounts that he’d been issued. He says he was treated rudely by supervisors when he called in for assistance. He stated that we eventually agreed that he had refunded the wrong amount and that we would be contacting him via phone, but later told him that his math was incorrect and that we would not refund. He provided a copy of his billing statement to show that we refunded the wrong amount. He says he never received a call as he was told by Expedia and after the issue remained unresolved; he canceled the last package and booked through a different company. He now wants a refund for that Expedia booking and says that he was forced to cancel it because no one ever followed up with him.
We contacted the airline to request a refund on Mr. [redacted] behalf, but our request was denied as it could not be deemed a duplicate ticket.
At Expedia, we take customer complaints and feedback seriously, and are committed to providing our customers a great experience from booking to stay. Because we value Mr. [redacted] as a customer and regret the experience he reports, we have already undertaken an exception to resolve his complaint.  A refund in the amount of $915.20 was issued to his original form of payment. Refunds like this typically take 3-7 business days to post to individual accounts, depending on how quickly his credit card company 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,
Marlon 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

Complaint: [redacted]I am rejecting this response because:  I am rejecting this response because Expedia is claiming they need more time.  That is their standard "stalling" technique and they have had ample time to resolve this issue.  I would like for them to truly address this issue and provide feedback.  Thank you.Sincerely,[redacted]

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:
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]

May 26, 2016
 
 
Revdex.com
Alaska, Oregon & Western Washington
 
Complaint Department
Re: Expedia Case #: [redacted]
 
 
 
Dear Revdex.com,
 
 
Thank you for taking the time to contact Expedia regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package reservation.   We understand Mr. [redacted] is requesting a refund.  On May 10, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on March 3, 2016, the customer self-booked a package reservation, using Expedia.com.  Travel was on United Airlines, departing May 7, 2016, from Newark, New Jersey to San Juan, Puerto Rico; returning on May 21, 2016, from San Juan, Puerto Rico to Newark, New Jersey.  The reservation included a car rental with Hertz, pick-up date May 7, 2016, check-out May 21, 2016.  The reservations also included travel protection for the flight and car rental insurance.  The customer is stating, Hertz rental car did not honor the Expedia car rental insurance and has requested the refund; however, has not been refunded.
 
Upon further researching this matter, we can confirm on May 9, 2016, the customer contacted Expedia, advising, Hertz did not honor the Expedia car rental insurance.  Our agent contacted the vendor; however, our agent was not able to speak to anyone.  Our agent advised the customer, we would need to speak with the vendor to confirm the information.  Our agent advised the customer, once we contact the vendor; Expedia would contact the customer.  The customer understood.
 
On May 10, 2016, the customer contacted Expedia advising, Hertz did not honor the rental insurance.  Our agent contacted the vendor, they advised the customer did take the extra insurance; however, they did not decline the Expedia insurance.  While our agent was speaking with Hertz, the customer was no longer on the line.  Our agent was not able to contact the customer.
 
On the same day, the customer contacted Expedia, advising, they have contacted us several times in regards to the refund; however, has not been refunded.  Our agent advised the customer of the policy with the rental insurance.  No further action was taken.
 
On May 26, 2016, Expedia contacted Hertz on the customer’s behalf, they advised, Hertz did not decline the Expedia rental insurance.  Hertz advised that the customer took the extra insurance they had offered.  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.  
 
Since Hertz did not decline the rental insurance, 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.  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] (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

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

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]

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

Complaint: [redacted]
Thank you for your response. We are rejecting this response because we find your reasoning to be flawed, some facts to be inaccurate, and need additional answers to other questions before we consider proceeding with different options. There are two issues, in specific, that are problematic in your response and require further attention and elaboration. As of now, your responses do not justify inaction on you part. As long time customers of Expedia, we are very disappointed in the fact that you acknowledge the likelihood of misleading information and misunderstanding, yet you take no action to satisfy a long-time customer.
 
1)    Expedia’s definition of terms (i.e. guaranteed ocean view) are not consistent with the common definition of that term to a reasonable person.
The reasonable and plain meaning definition of ‘guaranteed ocean view’ room implies that one would be guaranteed the view of an ocean (weather permitting). Any other definition or disclaimer is absurd unless it’s clearly labeled as such. For example, to communicate the potential for obstruction, Expedia could simply indicate ‘guaranteed ocean view with the possibility of obstructed view’. It is inconceivable that a customer would infer from the term ‘guaranteed ocean view’ that this would include the possibility of obstruction. As such, we are concerned that Expedia is misleading a customer to purchase without full knowledge of the likelihood of obstruction. For example, if I advertised a red car for sale, and you discovered the car was blue, it is inconceivable that by red car I meant any color, including blue, yellow, black and green. Clearly, the definition of red is red, with the possibility of a variant of red or different shade of red, but not orange, yellow, or blue.
As such, please provide further elaboration about how and why Expedia is defining the term ‘guaranteed ocean view’ as something other than the plain meaning of the term.
 
 
2)    Expedia did not provide clear and explicit communication to us about of the terms and conditions of the ‘Guaranteed Oceanview’ room:
Expedia failed to clearly and explicitly communicate, in writing, about the possibility of an obstructed view before and after we purchased the oceanview stateroom. It is our understanding that during conversations with Expedia representatives prior to purchase, each representative never notified us of NCL's policy for potential of obstructed view. As such, we can only rely on the final written documentation Expedia sent to us. In that final written documentation (invoice), there is no reference to the possibility of obstructed view. The final Expedia invoice indicates only the purchase of an ocean view room. To put it simply, we bargained specifically for an ocean view stateroom, among other alternatives available to us, and we paid an additional $350.00 per person above the interior stateroom price to ensure that we could obtain a room with an oceanview. Anyone in our position would expect and assume that if you pay an additional amount for an ocean view room, one can only expect nothing less than an ocean view room. If Expedia would have clearly and explicitly communicated to us that ‘guaranteed oceanview’ room implies the possibility of obstructed view, then we would not have made this purchase.
As such, please provide a response about why you cannot take action to compensate us based on the lack of written communication on your part to advise us of the disclaimer.
 
If you have any questions, please feel free to call or e-mail me. Thank you for your responses.
 
 
Sincerely,[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

December 12, 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 Mr. [redacted] is requesting a refund. On December 6, 2016, we received receipt of the Revdex.com complaint.
 
Our records reflect on December 2, 2016, the customer self-booked a flight reservation. Travel is on United Airlines, departing December 15, 2016, from Sacramento, California to Dallas, Ft. Worth Texas; returning on December 16, 2016, from Dallas, Ft. Worth Texas to Sacramento, California. The customer is stating was unaware that the flight reservation was nonrefundable.
 
Upon further researching this matter, we have no record the customer contacted Expedia regarding the flight.
 
Expedia was able to review the customer’s booking session that was made on December 2, 2016. During the booking and checkout path on our website, it was disclosed that the flight was nonrefundable, non-changeable. Our website did disclose that the exact flight details would be available after completing the booking.
 
Expedia does advertise the customer can cancel the flight reservation within 24-hours after the booking; however the customer must read the terms and conditions specific to their itinerary.
 
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.
 
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 request is temporarily satisfactory to me. I leave for this vacation tomorrow, so I have no choice. However, once Expedia has ediquate time to research my issue, I expect refunds for the extra charges and fees that I will incur due to expedia's mishandlng of my reservation, as well as compensation for numerous hours I have spent trying to resolve this issue before involving Revdex.com.   I want that clear and on the record.
PS - The last 72-hour call back that was promised to me, was never fulfilled.  To date, no one called me back as promised.
Sincerely, [redacted]

September 7, 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 account issues. 
 
We understand from Mr. [redacted]’s complaint, he has multiple accounts and is trying to utilize points from an account that is currently locked. The customer also stated after contacting customer support, no proper resolution has been provided. Mr. [redacted] is requesting for account to be unlocked or for points to be transferred in order for his to use for a new booking.
 
Upon researching the customer’s Expedia.com account, we have verified Mr. [redacted]’s account linked to email address, [redacted], is currently locked and being handled by a higher department. We can confirm on August 30, 2016, an email correspondence was sent to that particular department for the customer to be contacted regarding his account.
 
Furthermore, based on the terms and conditions of the Expedia rewards program, found on our website and provided to customers at the time of enrolling, points earned on each individual account, cannot be transferred between accounts.
 
Earned points from booking made under an account with one email address, cannot be used on a different account, with a different email address and a different name. Based on the above information, we are unable to honor Mr. [redacted]’s request for credit or transfer points between accounts.
 
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

May 18, 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

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 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